how did I get here • Took the OST challenge in 2011 • Acquired expertise in the mobility / smart cities domain • Nurtured a network of open data practitioners, mobility players and smart city experts 3
why is this important? • The OST is the starting point of a new journey • Open data is cool, but it doesn’t sell easily • It (only) builds the foundation to create value 4
the eloquent pitch • coTransit aims to bridge the gap between agencies and citizens • For citizens to participate • For agencies to learn • For cities to become “human smart” 9
the solution • Using technology to bring customers closer to service providers • Let customers help shape the product • Let the product better suit the needs of its customers • Let agencies be more sustainable 13
market • Size of market ≥ no. cities worldwide • Every city has at least one mass transit system • Plus inter-urban transportation • Size matters (..) 15
the business model • [Subscription] Sell analytics to agencies based on user feedback • Web dashboard for daily use • Paper print for sporadic use (monthly) • Free mobile app for users 17
Which analytics? • New information that allows for better planning and help identify and reduce operational issues, towards higher customer satisfaction ≈ sustainability • Contextualised user feedback (time / spatial patterns, demographics, etc.) • Sentiment analysis • Origin/Destination maps based on user (real) needs • User feedback correlation to churn rate / retention • Forecasting and predictive measures 18
technology • Big data analytics • Sentiment analysis • Data contextualisation & visualisation • Open data (GTFS, GTFS-RT) • Real-time engine (user engagement) 20
current competitors • No one currently doing it right • Can be either a good thing or a bad thing • Some agencies doing it wrong: e-mail, online forms, phone, letters • Changing “the way things are” is huge competition 22
milestones 1. First round of validation + PREtotyping 2. Pilot feedback campaign (in order to run some analytics + sales) 3. Feedback on realtime data 31
– Steve Jobs, 1996 Miguel Laginha, 2015 «So the Web CoTransit completes the computing loop by providing businesses transit agencies with a new way to interact with their customers.» 33 Respect!
User feedback • Other concepts (examples) • Multimodality: suggestions to make it work • Driver: good/bad driving report • Vehicle: hygiene complaint • Service alerts: complaint about a strike • Trip updates: complaint about a delay 42
Early validation • Good feedback from SMTUC planning director • New EU SUMP directives strongly focus civic participation • SMTUC (Coimbra) are active in listening to customer needs and suggestions.. by e-mail • Bonus ideas: gamification, anti-fraud mechanisms, etc. 43
numbers to run • Reports & suggestions in context of inhabitants, users, tickets and trips made • Current expenditure with customer satisfaction • How much money is being lost by low customer satisfaction levels? churn rate? • How much money can be saved by addressing customer satisfaction properly? 44
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