Involvement of end users in the service assessment

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Involvement of end users in the service assessment

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:

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

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

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.

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

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?

4.5
  • ITS
  • Societal involvement, new entrepreneurship

General concept
Any
Any
  • Goal-oriented/efficient organization
  • Increase customer satisfaction

  • Adaptiveness to evolving markets and customer needs
  • Improving customer orientation

Launch
  • Corporate social responsibility
  • Individual empowerment
  • Innovative technologies
  • Social innovation

A structure is required to allow the general public to communicate their views to operators and authorities. It is essential that all sectors of society are included covering Children, Students, Commuters, Elderly, disabled people, Ethnic Backgrounds, Employees, Employers, Retail, Leisure, tourism, Retail etc.

It is important that no one is excluded due to inability of access to smart technologies.

Process of involving stakeholders will require investment in time and resources. Kaizen Blitz usually requires a full week commitment from participants to assess options for any single problem.

Location for holding such events requires breakout rooms and accessible to all.  Facilitators are required to monitor progress of sessions.

Low (<4 months)
Low (<1 KEuro)
Low (<5 KEuro)
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