P UBLIC T RANSPORT

PASSENGER I NFORMATION
N
E
T
W
O
R
K
M
A
N
A
G
E
M
E
N
T
N
O
T
E
S

Why is passenger information important?

Cotgrave Connection bus in service. Photo: TrentBarton Buses/Nottingham County Council.

The need for high quality, comprehensive and uptodate

passenger information has grown in recent years for a variety of
reasons, which include:
increasingly dispersed origins and destinations,
giving rise to more complex travel patterns;
wider range of providers and travel alternatives
(modes and destinations), and thus higher demand for
information: whether, when and how a particular trip can be
made by public transport;
more frequently changing service patterns, about
which users and potential users must be informed and kept
informed, and
higher availability of and expectations from
information provision in all walks of life.

confidence building: improving and maintaining

public transports image, and
providing comprehensive interoperator and
multimodal information. This is especially important now there
is diversity in public transport provision.

What is required?
Public transports role will become more important as traffic
restraint becomes increasingly commonplace, for example using
powers granted under the Road Traffic Reduction Act, 1997.
Public transport users, especially new users, and operators
expectations and demands from public transport information will
grow, to include:
telling customers more about existing and
new/proposed services and products;

By Martin Higginson BA PhD FCIT

Martin Higginson has been the Economic Advisor, Confederation of Passenger Transport
UK since 1993. He was previously a London Transport Senior Lecturer at Birkbeck
College, University of London and a member of the then Transport Studies Group, UCL.
He has held posts in management, planning and administration in public and private
sector transport undertakings.
(This Network Management Note is one of a series to be published.)

Links between urban traffic management and

public transport
In most urban areas, traffic signals are controlled by SCOOT
(Split Cycle Offset Optimisation Technique). Links can be
created to assist buses and to improve information for
passengers:
in connection with SCOOT software, operating either
in dynamic mode, (signal cycles change automatically to
optimise traffic flows), or in fixed time, which requires periodic
updating, to give buses priority over other traffic;
between buses and SCOOT to facilitate rescheduling
(if necessary including inserting extra vehicles) and to avoid
long gaps in services. (Transport in the Urban Environment,
Chapter 18, Technology for network management. IHT, 1997),
and
with operational control systems to assist in the
provision of real time passenger information.
THIS NETWORK MANAGEMENT NOTE IS SPONSORED BY

FURTHER INFORMATION ABOUT OSCAR FABERS SERVICES IS AVAILABLE FROM JOHN VINCENT OR JOHN BROWNFIELD AT
OSCAR FABER, MARLBOROUGH HOUSE, UPPER MARLBOROUGH ROAD, ST ALBANS AL1 3UT.
TEL: 0181 784 5754 FAX: 0181 784 5700
email: HYPERLINK mailto:[email protected] [email protected]
INTERNET: HYPERLINK HTTP://WWW.OSCARFABER WWW.OSCARFABER.CO.UK

Published as a Supplement to H&T January/February 1999 1999 IHT, 6 Endsleigh Street, London WC1H 0DZ Registered Charity No 267321

Type of Information

When required

Where required

How obtained

Routes,
Scheduled times,
Prices

In advance

At home, at work,
or carried with you

)Printed material,
)Computer: screen or printout,
)Phone/mobile phone

At time of travel

At stop, station,
or terminal

)Information display
)Enquiry office

During journey

On vehicle

)Display screen,
)Public address,
)In person

Before setting out

Customers present
location

)Printed material
)Computer screen: in real time,
)Phone/mobile phone

At time of travel

Stop/station/terminal

During journey

In vehicle

)Public address,
)Personal enquiry,
)Display screen

Service
confirmation,
including
connections
and
arrival times

What information is needed, when and where?

The travellers need for information may be stratified into the
following elements:
prior to departure, for trip planning: routes, service
times, prices;
at the time of travel: to confirm that the service is
actually going to operate at the advertised time. Real time
information is important, although less so where services are
very frequent and where reliability (adherence to published
schedules) is high.
Options for where, how and when to provide information
in each category are shown above.

What is the role of Information Technology (IT)?

IT helps increase the quantity and quality of information that
can be provided, (eg, computerbased maps, timetables and
brochures) and makes it easier to keep information uptodate,
but does not remove the need for traditional forms of delivery:
information on teletext or the internet is not a
complete substitute for widely available printed maps and
timetables, publicly displayed and carried in the pocket;
real time information is certainly not a substitute for
frequent services running reliably according to published
schedules, and
a well briefed and friendly official at a bus or rail
station, or on vehicle, may do more to allay the concerns of a
nervous traveller than an onscreen display or public address
announcement.

UITP, the International Association of Public Transport,

has reported the findings of its ongoing research into IT,
including papers on computeraided marketing and contactless
smartcards, to its 1995 and 1997 Congresses (Public Transport
International, 1996/6. UITP, Brussels, November 1996).

Timetables
Computers and IT offer the following advantages:
quick updating, when services are changed;
information for individual stops and stations can
easily be extracted and printed;
cheap and relatively simpletouse desk top
publishing and spreadsheet packages: even quite small
organisations can produce professionallooking timetable and
other information displays, and
cheap colour printing: the visual impact of printed
material can be enhanced and made clearer to read: eg, am and
pm, or weekday and weekend services in different colours.
Alternative formats, such as individual departure information for
each bus stop, a matrix of a complete service, and route
diagrams, are easy to produce.
The Achilles heel of public transport publicity is often not
inability to produce good quality material, but failure of
application:
material must be correctly used and kept uptodate,
clean and free from graffiti;
consistency is essential between printed, onscreen,
public address and personally delivered information and
announcements, and
constant management effort, meticulous attention to
detail and the regular deployment of human resources are needed
to ensure that investment in advanced technology is not wasted.

Interactive technology systems

These are:
disc, CDROM, teletext and Internet. The PTI UK
Public Transport Information web site (http://www.pti.org.uk),
provided by FWT, supplies onestop information for 300
linked sites and attracts 16,000 visits per month, (source: John
Austin 1999). The revamped web site, currently under further
development, was launched by Glenda Jackson in October 1998;
data on teletext or the Internet can be continuously
updated; that on disc (eg, the national rail timetable) or
CDROM has a fixed configuration, but is accessed by computer.

LCD map style display fits into an infopole layout and was first used on the Cotgrave
Connection service, a Quality Partnership initiative with Barton and Nottinghamshire CC.
Photo: TrentBarton Buses/Nottingham County Council.

At the present time the business community is the main

user. A mass, homebased demand is expected to develop.
A longer term objective is interactive real time
information (eg, service alterations, punctuality and delays)
available directly to customers, at low cost, where they need it.

See also Advisory Note Online travel information

systems/VMS signing by Susan Harvey, published in the March
1998 issue of H&T.

Passenger information and help points:

These should be provided wherever the public is likely to find
them useful, including:
bus and railway stops and stations;
in buildings to which the public has access:
supermarkets and department stores, libraries, hospitals, public
buildings, museums, large offices, etc, and
at key points onstreet.

The first Nextbus real time project on the Rushcliffe Line service between Nottingham,
Radcliffe on Trent and Bingham. Photo: TrentBarton Buses/Nottingham County Council.

Telephone hot lines

Advances in telecommunications technology are extending the
range of information and making it easier to access: eg,
prerecorded next departures information. Onetouch
progression to specific information (if you need x, press 1, if y,
press 2, etc.) enables the caller to select the category of
information he or she needs, eg, destination, time of travel,
carrier, interchange requirements and fare options. However, one
touch automatic systems can be complicated and frustrating to
use. Some companies prefer customer information calls always
to be answered by a human voice.
Funding and provision options for telephone information
services include:
local authority public transport information
hotlines;
operators (eg, Xephas: National Integrated Public
Transport Enquiry System, a national, premium rate telephone
service from Southern Vectis, producers of the Great Britain Bus
Timetable), and
independent, commercially provided systems (the
national rail passenger information line, a local rate 0345
service provided by Rail Direct). The Office of the Rail
Regulators Guidance on Licensing of Passenger Operators
(1994) requires train operators to participate in arrangements
relating to the operation of a travel enquiry bureau.

Example: TRIPlanner in Southampton, part of the EU

ROMANSE strategic transport information project, which also
includes the STOPWATCH real time passenger information
system.

Automatic vehicle location (AVL)

AVL requires continuously available communication between
vehicles, control centres and information offices. It is used for
routine and out of course reporting and is essential for real
time information provision.
Methods of tracking include global positioning system
(GPS), beacons and onbus transponders in combination with
induction loops under the road (Transport in the Urban
Environment. Chapter 15. Information for transport users.
Para.15.13 Bus passenger information).
Onvehicle telephone or radio provides a less
sophisticated, lowtech alternative to fully automated vehicle
location.

Real time passenger information

This is expensive to provide, but popular with public transport
users.
To be effective, requires automatic vehicle location for
every bus operating in the area covered and the provision of
hard and software to bring the information to the public at
stops and stations.
The proportion of vehicles in the fleet to be fitted with
computer and radio equipment exceeds the proportion of stops to
be equipped in the early stages of an RTI project; eg, in

Night time exposure of illuminated shelters. Photo: TrentBarton Buses/Nottingham County Council.

The LCD style display at the launch of the Calverton Connection Quality Partnership initiative with the Managing Director of Barton, Brian King and Chairman of Nottingham CCs
Environment Committee, Cllr Terry Butler. Photo: TrentBarton Buses/Nottingham County Council.

Southampton, 50% of the buses, compared to nine percent of the

stops on the initial corridor (Fowles M and MP Higginson, ITS
prospects for public transport. Highways and Transportation,
Vol. 44, No 04, April 1997).
The same technology can also provide next stop and
other information onbus (Department of Transport. Better
information for bus passengers: a guide to good practice. 1996).

Costs of real time passenger information

In a review of eleven schemes, Lobo (Lobo, AX, Automatic
vehicle location technology: applications for buses. Unpublished
PhD thesis, University College London, 1997) suggests the
following representative costs:
per bus stop equipped: 11,000. The range of
alternative costs is wide, from below 8,000 to around 33,000
for a scheme involving the provision of hardware for a much
larger scheme, but equipment initially of only a few stops. Some
schemes, eg, London (Countdown) and Hampshire (Stopwatch)
are able to cope with buses of more than one operator;
average total for each of the trial schemes reviewed:
around 300,000, within a range from 70,000 to 600,000
(excluding the large London Countdown scheme).
Financial justification for real time passenger
information is based on the desire to retain and please customers
in the longer term, although precise rates of return on initial
investments have been less easy to ascertain. An RTI application
whose commercial viability cannot be proven, may nevertheless
be supported by a local authority as part of a wider and longer
term programme of enhancing the attractiveness of public
transport (Perrett, KE, and A Stevens. Review of the potential
benefits of road transport telematics. TRL report 220. 1996,
para.6.4).

The future
A gradual but eventually substantial increase in the use of
intelligent systems to provide public transport passenger
information is expected, including partnerships between bus
operators and local authorities to provide hard and software and
equip vehicles.

The Department of Transport envisages that as

technology advances it is possible that services providing
information will be linked to transport operators own databases
of fares and timetables thus ensuring information is always up to
date (Consultation document. A policy for using new telematic
technologies for road transport. 1996).
The Office of Science and Technology at the Department
of Trade is involved through its Transport Foresight Panel. The
panels Informed Traveller project provides integrated travel
information, ticketing, booking and payment facilities
seamlessly across all passenger transport modes, updated in real
time to reflect the actual state of services (Technology
Foresight. Transport the future. DTI).

Previous Network Management Notes have

appeared in H&T.
Real Time Traffic Information Systems by Susan
Harvey was published with the March 98
issue of H&T.
Urban Safety Management by Chris Lines was
published with the April 98 issue of H&T. Camera
Enforcement of Traffic Regulations by Ken Huddart
was published in the December 98 issue of H&T.
THIS NETWORK MANAGEMENT NOTE IS SPONSORED BY

FURTHER INFORMATION ABOUT OSCAR FABERS SERVICES IS AVAILABLE FROM JOHN VINCENT OR JOHN BROWNFIELD AT
OSCAR FABER, MARLBOROUGH HOUSE, UPPER MARLBOROUGH ROAD, ST ALBANS AL1 3UT.
TEL: 0181 784 5754 FAX: 0181 784 5700
email: HYPERLINK mailto:[email protected] [email protected]
INTERNET: HYPERLINK HTTP://WWW.OSCARFABER WWW.OSCARFABER.CO.UK

The IHT and the members who served on the Working Group which produced this report have endeavoured to ensure the accuracy of its contents. However, the guidance and recommendations given in the report should always be
reviewed by those using the report in the light of the facts of their particular case and specialist advice be obtained as necessary. No liability for negligence or otherwise in relation to this report and its contents is accepted by the
Institution, the members of its Working Group, its servants or agents.

Published as a Supplement to H&T January/February 1999 1999, IHT, 6 Endsleigh Street, London WC1H 0DZ Registered Charity No 267321