Use of Web-Based Rider Feedback to Improve Public Transit Services (2015) / Chapter Skim
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P a r t 2 Web-Based Feedback Tool Selection Guide
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87 C H A P T E R 6 The first two questions to ask when considering a web-based feedback tool are: "What type of feedback does my agency want to collect and what do we want to do with it? " To help answer those questions, agency needs for web-based feedback tools have been categorized as follows: (1)
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88 Use of Web-Based Rider Feedback to Improve Public Transit Services procedures, short- and long-range planning activities, interest in promotions, and similar topics. Note that this category does not include public hearings, which have specific legal requirements for collecting and handling comments.
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89 C H A P T E R 7 This chapter defines four broad types of feedback tools that can be used to address categories and subcategories of agency needs. Features that define the tools types are described in this chapter.
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90 Use of Web-Based Rider Feedback to Improve Public Transit Services • Online public meetings. Platforms to hold public meetings online, often including live streaming of the meeting and the ability for participants to post questions to the presenters through a chat-box or other real-time, interactive tool.
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Tool Types and Features 91 User identification refers to whether individuals making comments must register, must identify themselves, or can withhold their personal information. Some security-related applications allow users to remain anonymous as a safety measure.
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92 Use of Web-Based Rider Feedback to Improve Public Transit Services Geography-based refers to tools that have a mapping or geographic component to them. This allows easier identification of location-specific issues, such as a missing bus stop sign or a suspicious package.
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93 C H A P T E R 8 The Tool Selection Guide is designed around a 3-step process for identifying the best-fit web-based feedback tools based on the agency's needs. The three steps walk the agency through (1)
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94 Use of Web-Based Rider Feedback to Improve Public Transit Services The features of each tool are presented to help the agency understand the strengths of each type of tool and how the types of tools differ from each other. Each table includes only the tools that are a best fit or good fit for that subcategory of need.
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How to Use the Tool Selection Guide 95 • Visibility of Comments: Security-related mobile apps will have private communication between the customer and the agency. The agency has the option of making social media comments to everyone on social media, which could be a concern for reporting safety and security issues.
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96 Use of Web-Based Rider Feedback to Improve Public Transit Services Figure 6. Example tool information sheets.
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How to Use the Tool Selection Guide 97 potential operation policy change. The second example follows the 3-step process to examine options for encouraging civic engagement for a 5-year service improvement plan.
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98 Use of Web-Based Rider Feedback to Improve Public Transit Services "Comparison of Tools Features Based on Agency Need, Solicit Comments: Public Opinion Polling." (See Figure 8.) Comparing features for these three tools, Maria sees that Feedback Panel members are not anonymous; and she believes that due to the controversial nature of the debate around the policy change, this could impact the ability to collect honest feedback.
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How to Use the Tool Selection Guide 99 Example 2: Encouraging Civic Engagement, Multiple Agency Needs Situation. World's Best Transit District (WBTD)
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100 Use of Web-Based Rider Feedback to Improve Public Transit Services Step 3: Select Tool Based on Information Sheets. The tool information sheets (see Figure 12)
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How to Use the Tool Selection Guide 101 • Advantages/Disadvantages: Social media is a well-established tool that most people are familiar with, and can easily use to provide feedback. However, the comments may need a high degree of monitoring and need to be "pulled-out" of the chain of posts in order to summarize into useful feedback.
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102 Use of Web-Based Rider Feedback to Improve Public Transit Services in the process to provide meaningful feedback. In addition, while an "other" option can be allowed, the basic structure does not support new ideas from the public since it is unlikely that a cost/benefit profile could be provided for the new idea.
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103 C H A P T E R 9 This chapter provides tables to guide an agency through to selection of a web-based feedback tool or to obtain further details about particular tools that an agency is considering. There are three resources in the guide, each of which corresponds to a step of the 3-step process described in Chapter 8.
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104 Use of Web-Based Rider Feedback to Improve Public Transit Services Type of Tool Time Sensi ve Ongoing 1.1 Customer Informaon Mobile Applicaon + + 1.2 Security Related Mobile Applicaon ++ + 1.3 Community Issues + ++ 1.4 Web Based Forms ++ 1.5 Social Media ++ ++ 2.1 Idea Management + Table 1. Best-fit tools for agency need: collect unsolicited comments.
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Tool Selection Guide 105 Tool Number 1.1 1.2 1.3 1.5 Type of Tool Customer Informaon Mobile App Security-Related Mobile App Community Issues Social Media Best-Fit: + ++ + ++ Features: User Idenficaon Anonymous Oponal Oponal Minimal Visibility of Comments Private Private Agency Opon Oponal Dialog No Yes Yes Yes Immediacy No Yes No Yes Geography-Based Geo-referenced Geo-referenced Geo-referenced Geo-referenced Support Needed Tech Support Tech Support Set-up Needed Minimal Support Cost Paid Paid Freemium Free Table 5. Tool features for agency need: collect unsolicited comments -- time-sensitive.
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106 Use of Web-Based Rider Feedback to Improve Public Transit Services Tool Number 1.4 1.5 2.1 2.2 Type of Tool Web-Based Forms Social Media Idea Management Online Public Meengs Best-Fit: + + ++ ++ Features: User Idenficaon Oponal Minimal Oponal Idenfied Visibility of Comments Private Oponal Agency Opon Public Dialog Limited Yes Yes Limited Immediacy No Yes No Yes Geography-Based Not Geographic Geo-referenced Not Geographic Not Geographic Support Needed Set-up Needed Minimal Support Set-up Needed Set-up Needed Cost Free Free Freemium Paid Tool Number 2.3 2.4 3.1 3.2 3.3 Type of Tool Map-Based Forums SystemBuilding Games Surveys Live Polling Feedback Panels Best-Fit: ++ ++ ++ + ++ Features: User Idenficaon Op onal Op onal Anonymous Anonymous Iden fied Visibility of Comments Public Op onal Private Private Agency's Op on Dialog Limited Limited No No Limited Immediacy No No No Yes No Geography-Based Map-based Varies by Topic Not Geographic Not Geographic Not Geographic Support Needed Set-up Needed Tech Support Set-up Needed Set-up Needed Tech support Cost Paid Paid Freemium Freemium Paid Table 7. Tool features for agency need: solicit comments -- policy and planning activities.
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Tool Selection Guide 107 Tool Number 1.3 1.5 2.1 2.2 Type of Tool Community Issues Social Media Idea Management Online Public Meengs Best-Fit: + ++ ++ + Features User Idenficaon Oponal Minimal Oponal Idenfied Visibility of Comments Agency Opon Oponal Agency Opon Public Dialog Yes Yes Yes Limited Immediacy No Yes No Yes Geography-Based Geo-referenced Geo-referenced Not Geographic Not Geographic Support Needed Set-up Needed Minimal Support Set-up Needed Set-up Needed Cost Freemium Free Freemium Paid Tool Number 2.3 2.4 3.3 Type of Tool Map-Based Forums System-Building Games Feedback Panels Best-Fit: + + + Features User Idenficaon Oponal Oponal Idenfied Visibility of Comments Public Oponal Agency's Opon Dialog Limited Limited Limited Immediacy No No No Geography-Based Map-based Varies by Topic Not Geographic Support Needed Set-up Needed Tech Support Tech Support Cost Paid Paid Paid Table 9. Tool features for agency need: encourage civic engagement -- building community.
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108 Use of Web-Based Rider Feedback to Improve Public Transit Services Tool Number 1.5 2.1 2.2 2.4 3.3 Type of Tool Social Media Idea Management Online Public Meengs SystemBuilding Games Feedback Panels Best-Fit: + + ++ ++ + Features User Idenficaon Minimal Oponal Idenfied Oponal Idenfied Visibility of Comments Oponal Agency Opon Public Oponal Agency's Opon Dialog Yes Yes Limited Limited Limited Immediacy Yes No Yes No No Geography-Based Georeferenced Not Geographic Not Geographic Varies by Topic Not Geographic Support Needed Minimal Support Set-up Needed Set-up Needed Tech Support Tech Support Cost Free Freemium Paid Paid Paid Table 11. Tool features for agency need: encourage civic engagement -- educational tools.
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Tool Selection Guide 109 Tool Number 4.1 4.2 4.3 Type of Tool Social Media Dashboards Internal Tracking Customer Rela onship Management Best Fit: ++ ++ + Features User Iden fica on Minimal Op onal Iden fied Visibility of Comments Op onal Private Private Dialog Yes Yes Limited Immediacy Yes Yes No Geography Based Not Geographic Not Geographic Not Geographic Support Needed Set up Needed Tech Support Tech Support Cost Freemium / Paid Paid Paid Table 14. Tool features for agency need: manage feedback -- reporting and analysis.
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110 Use of Web-Based Rider Feedback to Improve Public Transit Services Issue Reporting 1.1 Customer Informaon Mobile Applicaon Descripon: Mobile applicaon that can be downloaded from the applicaon store or agency website. Applicaon is typically designed to provide customer informaon about service, including next vehicle arrivals, schedules, fares, and system informaon, but may include a form to collect feedback.
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Tool Selection Guide 111 Issue Reporting Descripon: Independent applicaon to be used to report security-related issues via mobile device. Applicaon is typically managed by transit police.
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112 Use of Web-Based Rider Feedback to Improve Public Transit Services Issue Reporting Descripon: Websites and mobile applicaons that allow reporng of non-emergency issues in the community that could be transit agency specific or of a general nature (e.g., potholes)
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Tool Selection Guide 113 Issue Reporting Descripon: Forms posted on transit agency websites for users to submit ques ons, comments, commenda ons, and concerns. Uses: Repor ng issues like missing signs, late buses, and rude operators; also posi ve experiences like operators who go out of their way to provide excellent customer service.
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114 Use of Web-Based Rider Feedback to Improve Public Transit Services Issue Reporting 1.5 Social Media Descripon: A series of interacve online applicaons that encourage users to interact with one another, create content, and share informaon. Uses: Users may submit comments, photos, and/or video directly to agency maintained pages and user accounts.
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Tool Selection Guide 115 Descripon: Allows agencies to generate, aggregate, and priorize feedback from public or private online communies. Users submit ideas, vote ideas up or down, and comment on ideas.
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116 Use of Web-Based Rider Feedback to Improve Public Transit Services 2.2 Online Public Meengs Descripon: Plaorms to hold public meengs online, oen including live streaming of the meeng and the ability for parcipants to post quesons to the presenters through a chat-box or other real-me, interacve tool. Uses: Informing the public and solicing comments on agency policy, budgeng, fare and service changes, and planning acvies.
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Tool Selection Guide 117 2.3 Map-Based Forums Descripon: Facilitates public feedback on planning projects through a map interface for geographic specific projects. Uses: Solicing locaons for facilies, such as bike share staons or desired bus stops.
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118 Use of Web-Based Rider Feedback to Improve Public Transit Services 2.4 System-Building Games Descripon: Online tool that allows users to conduct a virtual exercise to help riders understand the trade-offs and issues involved with real-world planning and budgeng acvies. Uses: Users can design their own transit system or allocate funds for an agency's budget in a virtual space.
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Tool Selection Guide 119 3.1 Surveys Descripon: Soware that supports structured ques ons with integrated analysis and repor ng. The soware allows for sophis cated skip-paerns and ques on branching, such as skipping ques ons related to light rail service if the respondent indicates they only ride the bus.
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120 Use of Web-Based Rider Feedback to Improve Public Transit Services 3.2 Live Polling Descripon: Live polling of customers any me or at specific events, online, through text-messaging, or through an applicaon. Uses: Ask a specific queson related to the moment, such as preferred service opon during a town hall meeng, or concerns during a service disrupon.
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Tool Selection Guide 121 Customer Research 3.3 Feedback Panels Descripon: Online panels include pre-profiled and pre-recruited respondents to provide feedback. Typically feedback is solicited through an online survey; however, panel members can be invited to provide comments through almost any online tool, including discussion groups.
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122 Use of Web-Based Rider Feedback to Improve Public Transit Services 4.1 Social Media Dashboards Descripon: Tools used to aggregate and track acvity from mulple social media accounts. Uses: Consolidate tracking, monitoring, and reporng for social media outlets, post to mulple social media accounts at once, and schedule and archive messages.
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Tool Selection Guide 123 4.2 Internal Tracking Descripon: So
ware used to log, track, and respond to customer complaints and comments, analyze and report trends. Uses: Tradionally used by CSRs to manage unsolicited comments.
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124 Use of Web-Based Rider Feedback to Improve Public Transit Services 4.3 Customer Relaonship Management Descripon: Contact management soware with the ability to track user contact informaon, characteriscs, acvity, and comments. Tool is designed to manage informaon about individuals by consolidang history of their contact with the organizaon.
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125 References Barron, E., S
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126 Use of Web-Based Rider Feedback to Improve Public Transit Services Spitz, G., F Niles, and T
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A-1 Sample Customer Comment Categories As customer feedback is increasingly submitted via online platforms, there is an opportunity to streamline and improve the process of organizing and directing comments that are received. At the same time, consistency between online feedback paths and the comment codes that are used for organizing feedback received by phone and other conventional means can help simplify the process of aggregating comments from multiple feedback channels.
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A-2 Use of Web-Based Rider Feedback to Improve Public Transit Services Category Code Code Descripon Commendaons 1 Employee Commendaons High Priority Response 2 Immediate Acon: Typically employee misconduct that warrants immediate acon, but not necessarily in the field 3 Direct Access: Address immediately, in the field, such as operator unsafe driving, offensive graffi, biohazards 4 Priority Codes: Primarily ADA, transit equity, and safety issues 5 Non-Immediate: Less immediate in nature, e.g. personal or driving behavior Agency Support 20 Commendaons for TriMet: Not employee related In-Service Issues 23 Overloads 24 Security Issues 25 Vehicle Issues 26 Automated Stop Announcements Paratransit Service 30 Paratransit Services 31 Paratransit Customer Issues 32 Alternate Accessible Service 35 Customer Feedback: Paratransit customers Policy, Planning, Facilies 40 Fare System 41 Operang Policies & Procedures 42 Route Design 43 Boarding Points: Bus stops and rail staons, including equipment, amenies 44 Special Programs: Bicycles, concessions, lost and found, no smoking policy 45 Safety Suggesons/Issues Witnesses 46 Witness Comments Customer Informaon 60 Printed Customer Informaon 61 On Street Informaon 62 Signage 63 Adversing 64 Info & Sales-Adversing and Promoon 65 Online Customer Informaon Operator / Field Operaons Comments 70 Operator Reports - In service issues 71 Field Operaons Issues 72 Operators - Chronic Fare Evasion 73 Operators - Security 74 Request Safety Assessment Public Comments 80 Comments - TriMet Plans/Goals 82 Comments - New Iniaves: Commuter rail and transit mall construcon 83 Responses to Media Stories 84 Comments re: Research/Surveys Table A-1.
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Sample Customer Comment Categories A-3 "Lost and found" and "transit tracker problems" both have specific codes in the legacy system; therefore TriMet does not offer any additional options on the form to further categorize these issues. "Questions, comments, or suggestions" and "employee commendation or complaint" have many possible codes in the legacy system; therefore, additional categorization of the issue is provided within the online forms.
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A-4 Use of Web-Based Rider Feedback to Improve Public Transit Services Figure A-1. TriMet website feedback prompts for "Question, comment, or suggestion" page.
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Sample Customer Comment Categories A-5 employees and customer service staff. Customers may visit the DCTA website on their smartphones to download the GORequest mobile application or they may submit a comment on the same web page through their smartphone or computer.
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A-6 Use of Web-Based Rider Feedback to Improve Public Transit Services Figure A-2. DCTA web page for downloading GORequest or submitting a comment online.
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Sample Customer Comment Categories A-7 Topic Department Assigned To No
fy of New Requests Days to Close Rule FAQ Request Type Ac
ve ID Updated A-train Gates / Signals Transportation 10 No Yes Citizen Yes 25716 10/7/2013 Accident / Safety / Security Transportaon 6 Yes No Cizen Yes 19330 5/22/2012 Customer Service Information Transportation 10 Yes No Citizen Yes 20027 10/7/2013 Driver Conduct Transportation 10 Yes No Citizen Yes 19326 10/7/2013 Driving Skills Transportaon 6 Yes No Cizen Yes 19328 10/7/2013 Improper Stop Transportaon 6 Yes No Cizen No 19329 10/1/2013 Lost and Found Transportaon 10 No No Cizen Yes 19947 12/4/2013 On Time Performance Transportation 6 Yes No Cizen Yes 19325 10/7/2013 Passenger Behavior Transportaon 6 Yes No Cizen No 19327 10/1/2013 Passenger Information Layout & Content Transportation 6 Yes No Cizen Yes 19333 10/1/2013 Rail Safety Transportaon 6 No No Citizen Yes 19774 5/22/2012 Regulaons Transportation 6 No No Internal Yes 19332 10/7/2013 Route and Schedule Information Transportation 10 No No Cizen Yes 20090 10/1/2013 Service Request Transportaon 10 No No Cizen Yes 25835 10/7/2013 Stations / Shelters / Bus Stops Transportation 6 Yes No Cizen Yes 19331 10/7/2013 Survey Transportation 6 No No Internal Yes 20665 10/1/2013 Ticket or Ticket Vending Machine Issue Transportation 10 Yes No Citizen Yes 25715 10/7/2013 UNT Shuttle Transportation 10 No No Cizen Yes 25836 10/7/2013 Vehicle Maintenance Transportation 6 Yes No Cizen No 19324 10/1/2013 Other Transportation 10 No No Cizen Yes 19624 10/1/2013 Table A-3. DCTA customer feedback comment codes.
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A-8 Use of Web-Based Rider Feedback to Improve Public Transit Services Figure A-4. MBTA online customer comment form.
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Sample Customer Comment Categories A-9 These categories, along with the subline and station, date and time, additional comments, and picture (if desired) , provide detailed enough information to address the issue, with minimal need for staff to manually code and enter the data into a tracking system.
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A-10 Use of Web-Based Rider Feedback to Improve Public Transit Services Figure A-6. Los Angeles Metro customer comment/complaint form.
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B-1 Glossary Audio tracks for video Voice commentary that can be used to help convey video visual messages to the blind. Automated response A message sent automatically in response to a comment or other feedback received online.
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B-2 Use of Web-Based Rider Feedback to Improve Public Transit Services Descriptions for video According to the American Foundation for the Blind, video description makes television shows and movies accessible for people who are visually impaired. Short verbal descriptions of action or key visual scenes in a program are inserted during pauses in dialogue to add context.
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Glossary B-3 Non-rider surveys Surveys of the members of the public who do not regularly ride transit. On-board/rider/ Surveys of transit users, which are conducted while customers customer surveys are riding transit vehicles in the case of on-board surveys.
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B-4 Use of Web-Based Rider Feedback to Improve Public Transit Services Service planning Service planning includes short- to medium-term planning for both regular fixed-route services and demand response services for people with disabilities. Feedback on service planning helps agencies identify areas for improvement in terms of service frequency, geographic coverage, and service hours.
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Glossary B-5 performance issues, where additional capacity is needed, or where additional customer amenities are needed. Unsolicited feedback Comments, suggestions, and complaints that flow into the agency without being directly requested by agency staff.
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C-1 Transit Agency Survey An online survey of transit agencies was conducted to understand which agencies are using web-based tools for customer feedback, how those tools are used, and the results that agencies have seen from their use. The survey invitation was distributed via email to transit agencies on the APTA Marketing and Communications Committee list.
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C-2 Use of Web-Based Rider Feedback to Improve Public Transit Services and 70% stating they will use it more. Mobile applications are not used by many agencies now, but 22% will "start using" them in the next five years.
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Transit Agency Survey C-3 No Single Organizational Model for Handling Web-Based Feedback Emerged • When looking at what department has primary responsibility for initiating, implementing, and monitoring web-based feedback tools, 45% of the agencies allocated responsibility to the various relevant departments, 31% of the agencies created a specific department to be responsible for web-based feedback, and 15% stated that each department is responsible for its own web-based feedback. • A variety of organizational approaches was also seen in how agencies incorporated web-based feedback into agency operations and planning.
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C-4 Use of Web-Based Rider Feedback to Improve Public Transit Services Detailed Survey Results Agency Overview Overall, 144 transportation providers in the United States and Canada were directly invited to participate in the online survey. Surveys were received from 117 of these transit operators, a response rate of 81%.
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Transit Agency Survey C-5 Total Unlinked Trips Example City TotalRespondents Large Agency >20,000,000 Portland, Oregon – TriMet 37 Medium Agency 2,000,000 |
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C-6 Use of Web-Based Rider Feedback to Improve Public Transit Services Populaon Example City Total Respondents Large Urbanized Area >500,000 San Francisco, California – BART 76 Medium Urbanized Area 200,000 |
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Transit Agency Survey C-7 • Online Feedback Panels -- Agencies sponsor groups that are asked to comment about specific topics or respond to surveys. Groups are typically invitation-only and interact with the agency through a website or other online interface.
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C-8 Use of Web-Based Rider Feedback to Improve Public Transit Services Respondents Email Social Media Online Surveys Online Forms Online Panels Mobile Feedback Internet Forums Crowdsourcing None Large UZA 76 92% 82% 82% 84% 21% 18% 9% 7% 1% Medium UZA 14 92% 78% 57% 50% 0% 14% 7% 7% 7% Small UZA 40 90% 68% 48% 35% 8% 5% 15% 5% 7% Table C-4. Percentage of agencies using different web-based tools by size of UZA.
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Transit Agency Survey C-9 and online forms, compared to their smaller counterparts. A higher percentage of large agency respondents indicated that they use mobile feedback and crowdsourcing than medium and small agency respondents.
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C-10 Use of Web-Based Rider Feedback to Improve Public Transit Services suggestions, complaints, and opinions that flow into the agency on a daily basis. Solicited feedback is structured by the agency that asks riders and the public to provide comment on specific topics of interest to the agency, such as service or fare changes, service quality or customer satisfaction.
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Transit Agency Survey C-11 Administration of Web-Based Customer Feedback Handling Customer Feedback Agencies were asked "What department in your agency has primary responsibility for initiating, implementing, and monitoring web-based customer feedback tools? " For 45% of the agencies, responsibilities are ".
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C-12 Use of Web-Based Rider Feedback to Improve Public Transit Services When asked "how is information from web-based customer feedback incorporated into agency operations and planning," agencies were evenly divided: 30% selected "Specific staff from throughout the agency are assigned to each web-based tool and respond or forward comments, as appropriate"; 26% of the responding agencies reported that comments are directed to the customer service department and treated the same as any other feedback; and 25% of the agencies assigned the department that created the tool to handle the customer web-based feedback. Only 6% of the responding agencies created a "special department specifically to develop, monitor, address, and handle feedback" (see Figure C-9)
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Transit Agency Survey C-13 feedback reporting systems. A separate tracking and reporting system for web-based customer feedback was cited by 11% of the agencies.
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C-14 Use of Web-Based Rider Feedback to Improve Public Transit Services n=113 Only one response category, "Improves the ability of special populations to provide feedback," was selected by less than half of the agencies (46%)
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Transit Agency Survey C-15 was the largest drawback and the only one that was selected by more than half of the agencies. "Potential negative feedback could affect agency image" and "Difficult to comply with archiving, record keeping and other regulations" (38% and 34% of respondents, respectively)
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C-16 Use of Web-Based Rider Feedback to Improve Public Transit Services primarily related to customers who do not use the Internet (even though they may have access) and concerns that web-based feedback tools do not reach all populations.
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Transit Agency Survey C-17 Future Use of Web-Based Feedback Tools When asked "How do you anticipate your use of the following web-based tools will change over the next five years," two tools stood out as likely to be used more: social media and online surveys with 77% and 70% of respondents, respectively (see Table C-5 and Figure C-17)
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C-18 Use of Web-Based Rider Feedback to Improve Public Transit Services Incorporating Feedback from Transportation Disadvantaged Riders Title VI of the Civil Rights Act of 1964 requires public transit agencies to provide services in a fair and equitable manner to all passengers without regard to their race, color, or national origin. Agencies must also reduce language barriers that may impede access to important services by customers who may not be proficient in English.
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Transit Agency Survey C-19 Some tools were not widely used, such as text-only tools and closed captioning. Use of tools like these is closely related to certain applications, specifically those with video or audio features, which may explain their more limited adoption.
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C-20 Use of Web-Based Rider Feedback to Improve Public Transit Services Note: This figure does not include respondents that selected "Don't Know" Figure C-19. "What is the estimate of the percentage of your riders that have Internet access/smartphones?
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Transit Agency Survey C-21 Final Thoughts on Using Web-Based Feedback Tools Ideal Web-Based Customer Feedback System Survey respondents were asked to imagine the ideal web-based customer feedback system for their agency. They were asked to indicate what they would like to see, how it would operate, and what types of feedback they would receive.
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C-22 Use of Web-Based Rider Feedback to Improve Public Transit Services Lessons Learned Finally, survey respondents were asked to share "any lessons learned which would benefit other transit agencies that are considering implementing web-based customer feedback tools." The most common comments were related to internal planning and policies (see Figure C-24)
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Transit Agency Survey C-23 and automation. That is, key elements include developing an agency-wide digital feedback plan, with management support; having a system that automates as much of the process as possible, such as categorizing comments and forwarding to the proper person for response; and integrating all feedback channels across all technologies into existing internal operating systems.
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Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005)
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TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-30871-7 9 7 8 0 3 0 9 3 0 8 7 1 7 9 0 0 0 0 U se of W eb-Based Rider Feedback to Im prove Public Transit Services TCRP Report 179 TRB
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