Innovations

Involvement of end users in the service assessment

Code

PTC.12

Title

Involvement of end users in the service assessment

Case study/reference

User Group

A users' group (also user's group or user group) is a type of club focused on the use of a particular technology, usually (but not always) computer-related.

Users' groups started in the early days of mainframe computers, as a way to share sometimes hard-won knowledge and useful software, usually written by end users independently of the vendor-supplied programming efforts. SHARE, a user group originated by aerospace industry corporate users of IBM mainframe computers, was founded in 1955 and is the oldest computer user group still active. DECUS, the DEC User's Society, was founded in 1961 and its descendant organization, Connect Worldwide, still operates. The Computer Measurement Group (CMG) was founded in 1974 by systems professionals with a common interest in (mainframe) capacity management, and continues today with a much broader mission. The first UNIX users' group organized in 1978.

Users' groups began to proliferate with the microcomputer revolution of the late 1970s and early 1980s as hobbyists united to help each other with programming and configuration and use of hardware and software. Especially prior to the emergence of the World Wide Web, obtaining technical assistance with computers was often onerous, while computer clubs would gladly provide free technical support. Users' groups today continue to provide "real life" opportunities for learning from the shared experience of the members and may provide other functions such as a newsletter, group purchasing opportunities, tours of facilities, or speakers at group meetings.

A users' group may provide its members (and sometimes the general public as well) with one or more of the following services:

periodic meetings
annual or less frequent users conferences
public lectures
a newsletter
a library of media or tools
a software archive
an online presence such as a dial-up BBS or Internet website
swap meets
technical support
social events
Code Camp

Kaizen Blitz What is Kaizen?

Kaizen uses deliberate tools that guide and shape improvement; tools like 5-Whys and Value Stream Mapping (there are others), in exercises known as “events” or “blitzes” designed specifically in gradual increments of change that do not require a significant expense.

Lean

The core idea is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers with fewer resources.

A lean organization understands customer value and focuses its key processes to continuously increase tis value. The ultimate goal is to provide perfect value to the customer through a perfect value creation process that has zero waste.

https://en.wikipedia.org/wiki/Users%27_group

https://en.wikipedia.org/wiki/Kaizen

https://www.lean.org/WhatsLean/

https://en.wikipedia.org/wiki/Crowdsourcing

Recommendations for the design

PTOs and PTAs would have to agree a structure for a “Users Group” and use of Social Media to engage with passengers.

A structure for identifying representatives to be members of the User Group is required and a communication strategy to engage them should be agreed with communities.

Listed below is a guide of issues to be considered in the design of a User Group Process:

Agree structure for “User Group”
Agree structure for use of Social Media (Crowd Sourcing)
Invite Users to apply to become members covering all age groups, abilities, ethnic back grounds etc.
Agree Policies and Procedures involving members
Agree reporting of outcomes to/from / with wider community
Hosting events to publicise group and outcomes
Use Social Media, Media (Radio, TV, Newspapers) to promote group and outcomes
Consider using Crowdsourcing to “Vote”, make suggestions for User Group to consider
Use of Lean Principles to work through all new products and services at the design stage
Monitoring of outcomes and achievements
Annual Review process

Recommendations for the implementation

Adopting an open transparent approach involving stakeholders in the design of services requires trust between all parties.

Responsible PTO or PTA will need to provide a person to be responsible for the process and act as contact for all issues. If social media is to be used it is important that someone is responsible for responding to issues raised on a regular basis and reporting back issues to user group, operators and authorities. A sound framework/structure is required to identify the role of stakeholders, operators and authorities. Who will be able to respond to Social Media comments and when? How will user group meetings be reported and who will be responsible? Will Crowdsourcing be used to gauge responsive of actions agreed by User Group before implementation. If so, how long will this process last?

It is important that the success of any actions is monitored and reported to build confidence in the user group.

Brief description

New strategies/solutions to get direct contact and feedback from end users

Full description

The design of any product or service is usually based on satisfying the needs of the customer. Public transport copes with mobility demands from people from the day they are born into old age. In addition, the needs of people with disabilities also need to be recognised. There is no magic solution. The demographics of each area are different. Given the wide range of smart technologies now available, utilising social media, passengers and potential passengers can now communicate with each other and with transport providers.

What can be done to engage stakeholders in the design of services and products? Should operators and authorities be empowered to involve wide range of stakeholders in a “User Group” advisory board? Can Crowdsourcing be used for operators and authorities to promote policies and ideas and get feedback? Could social media be used to allow passengers to “rate” performance of each trip covering reliability, comfort, time, cleanliness, noise, price etc.? Who would be responsible for such an approach?

CIPTEC score

4.5