L.A. Metro, SEPTA make improvements to customer-facing information tools

The Los Angeles County Metropolitan Transit Authority (L.A. Metro) and the Southeastern Pennsylvania Transportation Authority (SEPTA) have made improvements to customer-facing information tools to better the rider experience. 

L.A. Metro 

L.A. Metro launched its enhanced app, Transit Watch 3.0. Transit Watch provides passengers with an accessible and direct line of communication to report security incidents, suspicious activities, safety concerns and maintenance issues directly to the agency.   

The newly enhanced app offers a comprehensive platform that simplifies the user experience to better accommodate a diverse user base with varying levels of technological proficiency. L.A. Metro notes all essential functions, such as incident reporting, location-based services, real-time communication and image and video sharing, are now easy to locate and navigate. Transit Watch 3.0 will also support the 14 most commonly spoken languages in Los Angeles County.  

“We all play a role in making the system safer,” said L.A. Metro Deputy Chief of System Security and Law Enforcement Robert Gummer. “Whether you’re on your way to work, school or to visit friends, we want to know whenever you see something concerning. With the enhanced features of Transit Watch 3.0 now you can share information, including your exact location and videos, with us in real-time 24/7.”   

The agency says Transit Watch 3.0 introduces several innovative new features, including:   

• Real-time translation functionality from inbound and outbound messages to accommodate limited English proficiency users.   
• Optional share location feature that allows users to easily select the location from where they are reporting, whether it be at a station, bus stop, train or bus. 
• Expanded media capability allows users to upload videos in addition to photos.   
• In-app messaging allows users to communicate with L.A. Metro security in real-time, 24/7, without ever leaving the app.  

“We are so grateful to all the riders who shared their time and valuable feedback with us by responding to surveys and participating in focus groups and testing,” said L.A. Metro Chief Customer Experience Officer Jennifer Vides. “The result is an easier to use app that better meets the needs of [L.A.] Metro’s diverse ridership and helps make our system faster, cleaner, friendlier and safer.” 

L.A. Metro notes Transit Watch 3.0 is a critical component of its efforts to enhance the system’s safety and security. The new version also provides improved real-time reporting and statistical analysis on the desktop application, which helps the agency respond to issues more efficiently and identify trends. The agency says its security monitors messages 24/7.  

The L.A. Metro Transit Watch App is available on Apple’s App Store and Google Play. 

SEPTA 

SEPTA has launched improvements to the way it displays bus detour information on its website as part of an array of improvements to its customer-facing real-time information. 

Customers can now see detours represented visually, with a map showing which stops and sections of the route will not be served, as well as the route of the detour itself. SEPTA has also reformatted the text alerts to more clearly convey the detour route, start and end dates and times and reason for each detour. 

SEPTA notes that because buses operate on small streets with many expected and unexpected closures due to construction, police activity, events and more, detours are a frequent occurrence. Before the changes, riders needed to read through detour alerts that displayed information in text format only, using left/right directions. 

Currently, the improved detours information on SEPTA’s website is in beta, meaning the agency is still working on the feature and enhanced detour information may not be available for all routes or at all times. The agency says that when enhanced information is not available for a specific detour, the old format for detour information will be shown. Enhanced detour information is not yet available in the SEPTA app or third-party apps but the agency says it will be coming in the future.  

“The SEPTA IT group is committed to providing enhanced real-time technology solutions to our riders,” said SEPTA Chief Technology Officer Elisa Cunningham. “By delivering enhanced digital detour information, we are able to provide more accurate, timely and routing options during disruptions. This innovation reflects our commitment to leveraging technology to create smoother, more reliable journeys for riders in the Philadelphia region.” 

Input from SEPTA’s riders played a major role in developing the tools. 

“SEPTA has heard customer feedback about how detour information can be difficult to find and understand,” said Lex Powers, director of service information and design, SEPTA. “These improvements are part of a larger agency effort to improve the availability and accessibility of detour information on all formats – from the website to signs at bus stops.” 

SEPTA says the detour information enhancements are part of a broader effort by the agency to improve the quality of its service communications, particularly for real-time information and service disruptions and is a core goal of SEPTA’s 2021 SEPTA Forward Strategic Plan. Recent improvements include: 

• A transit-first, mobile-first redesigned SEPTA website built on real-time information 
• Map-based temporary detour signage for major parades and events 
• Improved accuracy of bus cancellation info to reduce ghost bus phenomenon