Evaluation of Dispatcher Requirements on Automated Customer Feedback in Public Transport

Mayas, Cindy; Hörold, Stephan; Stelzer, Anselmo; Englert, Frank; Krömker, Heidi

doi:10.1007/978-3-319-22723-8_56

Cited by 4 publications

(1 citation statement)

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“…Moreover, smartphones also enable travelers to actively share information, for instance, about their intended travel plans (Stelzer et al 2016). Access to this type of information has the potential to improve the decisions and actions taken by public transport actors (Mayas et al 2015). Particularly during unplanned disturbances, there is an increased need for more real-time information about travelers (Ibarra-Rojas et al 2015).…”

Section: Introductionmentioning

confidence: 99%

Exploring the potential of using real-time traveler data in public transport disturbance management

Jevinger

Persson

2019

Public Transp

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New and emerging technologies, such as connected sensors, smartphones and smart cards, offer new possibilities to collect rich real-time information about travelers. Moreover, smartphones also enable travelers to actively share information, for instance, about their intended travel plans. This type of information can be used to improve public transport disturbance management. In this paper, the potential gain of collecting different types of information about travelers is explored to support action decisions made by public transport actors, during unplanned disturbances. Based on interviews and workshops, the paper provides a mapping between different information types and possible action decisions that can be supported. Furthermore, based on a literature review focused on current and potential technical solutions, a guidance to which solutions support which type of action decisions, is also provided. Amongst others, the results show that automated fare collection, which is one of the most commonly implemented systems providing real-time information about the traveler, can support a large number of action decisions relevant in unplanned disturbance scenarios. The technical solution providing the most extensive information, and thereby providing the best support for the action decisions, involves smartphone apps delivering user-generated information. The drawback with this solution is that it might violate privacy, and that it typically relies on the travelers providing relevant information voluntarily.

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Section: Introductionmentioning

confidence: 99%

Exploring the potential of using real-time traveler data in public transport disturbance management

Jevinger

Persson

2019

Public Transp

View full text Add to dashboard Cite

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Improving service quality in public transportation systems using automated customer feedback

Stelzer

Englert

Hörold

et al. 2016

Transportation Research Part E: Logistics and Transportation Re

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Fuzzy Comprehensive Evaluation of APTS Dispatcher Working Level Based on Cloud Model

Guan

Xue

et al. 2022

Buildings

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Many cities in China have built an advanced public transportation system (APTS) in recent years. These systems cannot carry out automated dispatches but rely on the dispatcher to ensure normal operations. Based on the theory of fuzzy comprehensive evaluation, this study created a hierarchical evaluation model to evaluate the work level of the dispatcher. Firstly, a hierarchical evaluation system was established based on the data of line complexity and dispatch workload provided by the APTS. Secondly, we assigned the weight of the evaluating indicator by combing an expert scoring method and the entropy weight method. We then transformed the quantitative data into qualitative evaluation data with a cloud model. Through a comparison with the standard cloud, the work level of an APTS dispatcher can be defined. The evaluation results for 12 cities in China showed that there was no obvious connection between the working level and bus company size, but the work level was always higher in large cities. We finally obtained the standard range of the evaluation indicator through cluster analysis. This method can be used as a reference to evaluate the work level of dispatchers in other cities, and can reflect the correlation between the work level and dispatching system construction, population and city size.

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Evaluation of Dispatcher Requirements on Automated Customer Feedback in Public Transport

Cited by 4 publications

References 1 publication

Exploring the potential of using real-time traveler data in public transport disturbance management

Exploring the potential of using real-time traveler data in public transport disturbance management

Improving service quality in public transportation systems using automated customer feedback

Fuzzy Comprehensive Evaluation of APTS Dispatcher Working Level Based on Cloud Model

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