DEVELOPING A PASSENGER INFORMATION STRATEGY

Providing information about how to use public transport services is as much a part of the service for the passenger as operating the vehicles. With the continual development of information technology, today's passengers expect to obtain information that is tailored to their requirements on the media of their choice. The flow of information is a two-way process between the passenger and the operator. The enquiries of the passenger and their subsequent travel choices provide valuable feedback to the operator. This data can be used in the future planning of public transport services. An information strategy is not just a marketing tool. The information systems are becoming part of the process for managing and controlling the day-to-day operations of services. The paper attempts to identify the different components of a public transport information strategy. It illustrates how the inclusion of new interactive media does not replace the traditional sources of information, they merely add another layer. This paper provides a checklist of fifteen elements that together form the basis of a passenger information strategy for public transport.