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Translink Launches Improved Web Customer Information
Trapeze Solution Driving Site Traffic, Improving User Services
October 28, 2003 (Toronto, ON) – Transit users in the Greater Vancouver area are making good use of the new TransLink customer information web site. Using Trapeze software, TransLink recently upgraded its schedule look up and trip planning capabilities.
Since implementing the new services, use of the web site had increased substantially. Wayne Dale, Manager of Customer Services at Coast Mountain Bus, a subsidiary of TransLink, remarks: “The agency is currently serving an average of 6500 trip plans a day and more than 30,000 schedule queries. Those are significant increases, and the figures are expected to continue to increase as customers become more familiar with the services.”
TransLink’s web-based customer information services are powered by Trapeze INFO, a comprehensive suite of customer information software built especially for fixed route and integrated transit systems. The services include online trip planning, schedule look up, next bus information, and a location look up feature that allows the public to find transit service near any given address, intersection or landmark.
“These web services provide convenient, 24/7 access to transit information and promote wider use of transit by the public,” explains Dale. “Well designed, user-friendly web sites also reduce call centre volumes, which allows us to provide an overall better quality of customer service to the public.”
The features of the online offering are very similar to those offered through the agent-attended call center and the recently launched automated voice response (IVR) system. All TransLink’s integrated customer information channels rely on the same Trapeze back-end system, which delivers consistent, up-to-date information regardless of the mode of access.
TransLink’s multi-modal service includes buses, two light rail systems, a commuter rail service, ferries and a paratransit service. Schedule data for all services resides in one central database and is available through the online applications. The trip planner provides multi-modal itineraries that involve transfers between the various services. Itineraries, which can be optimized for least travel times, fewest transfers or shortest walking distance, include total fare, travel time and walking distances.
The upgraded trip planner offers improved address matching and street/location recognition. The schedule look up provides better accuracy, numerous usability enhancements and more information about stop and route accessibility. Customers can now use the Location Lookup tool to search for routes or stops near a specific address, and then use the Next Bus feature to find out the next five arrivals for one of those lines.
About TransLink:
The Greater Vancouver Transportation Authority, also known as TransLink, plans, finances, implements and champions an integrated transportation system that moves people and goods safely and efficiently, supporting Greater Vancouver’s regional growth strategy, air quality objectives and economic development.
About Trapeze Software:
Established in 1990, Trapeze Software delivers proven scalable, innovative technology solutions for public, community, social services, medical and school transport. Organizations throughout Europe, the United Kingdom and North America use the company's planning, scheduling, dispatch, routing, and management products to increase efficiency, improve service, and control costs. Trapeze Software has offices in the United States, Canada, the United Kingdom, Denmark, Germany, and Spain.
MEDIA CONTACT:
Trapeze Software
Kim Emmerson
(905) 629-8727
media@trapezesoftware.com
