Dynamic at-stop real-time information displays for public transport: effects on customers
Introduction
Real-time information systems are very common in modern public transportation (PT) and a considerable amount of money is spent on such applications each year (Yeung, 2004). Real-time information displays showing the next departure of trains and buses at stations and stops (see Fig. 1) are becoming more and more customary. The technology can now be regarded as matured and therefore, of interest to most actors (Kåbjörn, 2005). Many projects have shown that this kind of information is appreciated by the customers (Infopolis2, 1998, GoTiC, 2002, Lehtonen and Kulmala, 2001, Coogan, 2003, BMBF, 2002, Intermobil, 2002, Cassidy and White, 1995, Sekara and Karlsson, 1997, Nijkamp et al., 1996, Forsyth and Silcock, 1985). Often, the installation of at-stop real-time displays is just one component in an array of measures taken to improve traveler information and service quality.
Accompanying the implementation of such, often expensive, real-time information systems, many cities and authorities are conducting their own evaluations to learn about the effects and to justify their investments. But in order to determine whether the investigation is worth the money, the range of effects of such at-stop displays must be taken into consideration. Yet, there have only been a few comprehensive summaries of effects provided thus far.
An early paper on evaluation of at-stop real-time information displays was provided by Forsyth and Silcock (1985). They reported that in the early 1970’s, the Chicago Transit Authority was already using Automatic Vehicle Location (AVL) for providing passenger information. London also had an early AVL project in the seventies called BUSCO, which also included real time information at bus stops (Whitley, 1984). In 1977, Stockholm Transport also tested an AVL system for 60 inner city buses. Following that, in the beginning of the 1980’s much activity in the field of IT and public transportation was initiated in Sweden (Holmberg et al., 1988). However, as the authors of the TCRP report by TRB (2003) concludes, information to passengers came second at that time to the AVL function of improving operational efficiency. Often real-time information was only seen as a measure of boosting image. The first real-time information in Sweden was installed at a metro station in Stockholm in the 1980’s. It showed estimated wait time in minutes and when a train was approaching, it also showed the destination of that particular train. In Gothenburg other types of electronic signs were tested. One of them showed a route map where the current positions of approaching trams were indicated (one example of such a map-oriented display is depicted in Fig. 2). This, less complex kind of display included information about the position of the next tram without promising an exact departure time. Thus, it is partly up to the passengers to draw their own conclusions based on the information given. Nowadays the countdown displays, showing route number, destination and time remaining until departure are state of the art (Infopolis2, 1998).
Later, in the 1990’s, a test site in Gothenburg was formed: GoTIC, the Gothenburg Transport Information Centre, which was an international demonstration site (GoTiC, 2002). One purpose for the early tests performed at this site was to investigate passenger needs and how data could be transferred and presented to travellers. This paper takes this issue one step further. It analyses the international literature and proposes a framework of possible effects of at-stop real-time information displays on customers. Practitioners can use this framework when planning information systems and designing their own evaluation studies, but also as arguments in favour of at-stop real-time information. Additionally, two studies are presented investigating and proving two of the effects: reduced perceived wait time and adjusted travel behaviour. Finally, the pros and cons of the framework and possible applications are discussed and some suggestions for further research are made.
Section snippets
Framework of possible effects
When evaluating newly implemented systems, questions about perceived reliability, comprehensibility and legibility of the displays are often asked of the customers. Further, the preferred position of the displays or whether it is real-time or timetable-based is often of interest to practitioners. But these factors relate to design aspects of the system and will therefore not be included in this effect analysis.
Reliability of the provided information and correctness of the estimated times are
Applying the effect framework
With the structure of the seven main effects, an analysis of several examples of evaluation studies was done (Table 1).
Not all studies take all factors into consideration. Other interests beyond a scientific evaluation study often direct the aims of the evaluation. Examining all possible effects would provide a nearly complete picture but is also considerably more demanding. Thus, when a budget allows for studying only selected effects, one should focus on the effects that are connected with
Study I: perceived wait time reduction
The case of newly-implemented traveller information on tramline 15 in The Hague, The Netherlands was used for a before–after evaluation study containing questionnaires given to travellers (Dziekan and Vermeulen, 2006). One month before, three months after and sixteen months after implementation, the same sample of travelers filled out a questionnaire. The main result was that the perceived wait time decreased significantly by 20% after the installation of the displays (see Fig. 4).
The only new
Study II: adjusted walking speed due to displays on subway station
In a behaviour observation study on subway stations, it was found that people react outside of subway stations in Stockholm to installed real-time displays (see Fig. 5) Dziekan et al., 2006. The displays show the final destination of the next subway train and the number of minutes remaining until departure. The dynamic text in the second row indicates the two or three trains following the next one and the estimated number minutes until their departure. Two independent observers, sitting in the
Discussion
It is well known that people like at-stop real-time information and have very positive attitudes towards it. Many effects can be studied when evaluating the implementation of such information systems. Of course there are cross-relations between the effects presented here, as indicated in Fig. 3. But the aim was to present a framework that can be applied for further evaluation studies when implementing a new real-time system or when estimating the effects in advance. Further, the framework
Acknowledgements
The authors would like to thank the Swedish Rail Administration (Banverket) and the Swedish Road Administration (Vägverket) for the financial support for the research project “Behavioural Response to IT-Based Traveller Information in Public Transport”. Thanks also to Johanna S. Weinstock for language corrections.
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