In an effort to increase accessibility to transit information and increase customer satisfaction leading to enhanced ridership, the Hamilton Street Railway (HSR) implemented a series of projects to provide greater transit information to the public. These customer service projects focused on providing as much information to the public through as many avenues as possible. The customer service projects enable riders to access up-to-the-minute information through the Interactive Voice Response (IVR) system, on the Web and to connect easily with an information clerk when they require additional assistance. These projects include: 1) Bus Check - an enhanced and interactive telephone information service using IVR technology to provide schedule information to the public, 2) Bus Web - a new online trip planner, interactive schedule display and bus stop locator for convenient access to information by the public, 3) HSR Call Centre Integration - new processes and software for use by call takers to ensure that consistent information is provided to customers who prefer to speak with an information clerk. This project was nominated for the 2006 TAC Sustainable Urban Transportation Award. Fo rthe coevring abstract of this conference see ITRD number E216511.
Samenvatting