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Center for Urban Transportation Research | University of South Florida
Improving Issue Reporting in OneBusAway
Sean J. Barbeau, Ph.D.
Challenges
● Florida has highest bike/pedestrian fatality rate per capita in the nation - two straight years
● Need to identify ways to make multimodal travel safer● Issues that affect travel are cross-jurisdictional
o Difficult for the public to understand where an infrastructure issue (street, light, sidewalk, bench, bikelane, etc.) should be reported
o Can include city, county, FDOT, transit agencies● How can we improve issue reporting from the public
to government?
OneBusAway
• Many bike/ped travelers use transit• We can capture some feedback on potential
improvements from OneBusAway users• We can also improve the current OneBusAway
feedback process:1. Stop Problem Reporting – Goes to OBA Server2. Trip Problem Reporting – Goes to OBA Server3. Contact Us email – Goes to regional email
address
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CURRENT ONEBUSAWAY ISSUE REPORTING PROCESS
How do user’s currently send feedback?
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OBA Feedback
• Currently three primary ways to send feedback:1. Stop Problem Reporting – Goes to OBA Server2. Trip Problem Reporting – Goes to OBA Server3. Contact Us email – Goes to regional email
address
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1. Stop Problem Reporting
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1. Stop Problem Reporting
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1. Stop Problem Reporting
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2. Trip Problem Reporting
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2. Trip Problem Reporting
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2. Trip Problem Reporting
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2. Trip Problem Reporting
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Viewing Stop and Trip Problem Reports
• Accessed via the regional OBA website
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3. Contact Us email
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3. Contact Us email
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3. Contact Us email
• Goes to the regional OBA contact email
• Can include free text about anything
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OneBusAway Feedback Challenges
• Trip and stop problem report viewing interfaces are hidden behind main admin account – tiered access not possible– Also, no way to communicate back to user
• Contact Us emails can be a variety of different problems, which may be owned by different agencies/departments
• Difficult to triage/manage issue reports via these channels
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IMPROVING ONEBUSAWAY FEEDBACK
How can we improve the current process?
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How can we improve feedback process?• We want to make the feedback channels clearer to users
– Direct them to the right channel, based on their type of feedback
• We want to be able to reply to user reports• Strategy - examine other tools designed for
triaging/management issue reports– Open311.org standard
• Vendors such as SeeClickFix and PublicStuff• Open-source software solutions
• Following are screenshots of how we plan to revise the OneBusAway mobile app process
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OneBusAway Improvements
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Customer Service feedback
• Shows list of agencies and phone/email/web contact for each (if available)
• Requires fields in GTFS agency.txt for each agency – agency_phone, agency_email (not currently in GTFS spec), agency_url
Hillsborough Area Regional Transit
Pinellas Suncoast Transit Authority
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Stop/Trip problem reports
• Submit to Open311 backend if available, otherwise submit to OBA
• Will default to selected issue type
• Allows user to pick stop/location of problem
Arrival Time Issue
• Bus never came• Bus came earlier
than predicted• Bus came later
than predicted• …
What problem did you see?
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App feedback
My location problems, no stops on map, etc.
• App feedback goes to app developers
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Ideas for new features
My location problems, no stops on map, etc.
• Ideas for new features goes to OneBusAway Ideascale site - http://onebusaway.ideascale.com/
• Users can vote on ideas
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TAMPA PILOTHow we plan to deploy this in Tampa
Pinellas County & City of St. Pete
• Using SeeClickFix.com
SeeClickFix features• Branded mobile apps• Allows users to simply report a problem, complete with
image and location• Internally directs the report to proper jurisdiction• Pinellas County / City of St. Pete define the issue
categories, follow-up questions, and jurisdictional boundaries
• Pinellas County / City of St. Pete can triage issues and close issues when they are resolved
• “Facebook” style comments, citizens can “upvote” issues• Management reports can be run
Pinellas County• Contacts:– Martin Rose, CIO– Michael Roiland, Web Manager
• Started as pilot ($40 per month) in 2011• City of St. Pete began participating• In June 2014, signed up for enterprise license (approx.
$12k per year) for branded apps, unlimited internal users, all issue management and reporting tools
• Willing to provide PSTA a user under their account to monitor activity related to transit
Tampa Pilot
• We’re modifying OneBusAway to submit issues via the Open311 standard– Android app will serve as pilot
• In Tampa, pilot will submit issues to SeeClickFix.com (Open311-compliant)
• PSTA, FDOT, and HART plan to participate– HART SeeClickFix license TBD
• Estimated to start late 2015
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Thanks!
Sean J. Barbeau, [email protected]
Principal Mobile Software Architect for R&DCenter for Urban Transportation ResearchUniversity of South Florida
