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vii Contents 1. Preface: How to Use this Electronic Document ............................................ 1-1 2. Executive Summary .......................................................................................... 2-1 3. Research Opportunity and Objectives ............................................................ 3-1 4. Methodology and Results ................................................................................ 4-1 4.1 Introduction/Background .............................................................................. 4-1 4.2 Review Prior Institutional Efforts / Perform Information Search ................... 4-3 4.3 Select Transit Agencies ............................................................................... 4-4 4.4 Develop Telephone Surveys........................................................................ 4-5 4.5 Conduct Detailed Telephone Surveys.......................................................... 4-6 4.6 Synthesize Telephone Survey Information .................................................. 4-6 5. Itinerary Planning Systems .............................................................................. 5-1 5.1 Metropolitan Transportation Commission .................................................... 5-1 5.2 Ventura County Transportation Commission ............................................. 5-11 5.3 Washington Area Metropolitan Transit Authority........................................ 5-19 5.4 San Diego Metropolitan Transit System..................................................... 5-26 5.5 Twin Cities Metro Transit ........................................................................... 5-32 5.6 Southeastern Pennsylvania Transportation Authority (SEPTA) ................. 5-42 5.7 Anchorage Public Transportation............................................................... 5-52 5.8 Greater Manchester Public Transport Executive........................................ 5-56 6. Real-Time Display, Notifications Systems, and CRM .................................... 6-1 6.1 Washington State Ferries............................................................................. 6-2 6.2 Cape Cod Regional Transit Authority........................................................... 6-7 6.3 The Virginia Railway Express .................................................................... 6-14 6.4 Tri-County Commuter Rail Authority .......................................................... 6-19 6.5 King County Metro ..................................................................................... 6-23 6.6 NextBus ..................................................................................................... 6-30 6.7 New Jersey Transit Corporation................................................................. 6-32 6.8 Utah Transit Authority ................................................................................ 6-40 7. Transit Web Site Technology Considerations................................................ 7-1 7.1 Application Design, Development, and Performance Issues........................ 7-2 7.2 Functionality................................................................................................. 7-5 7.3 Privacy Concerns......................................................................................... 7-7 7.4 Security Concerns........................................................................................ 7-7 7.5 Application Deployment ............................................................................... 7-8 7.6 Customer Relationship Management........................................................... 7-9
viii 8. Cross-Cutting Issues of Advanced Transit Web Site Features..................... 8-1 8.1 Project Objectives ........................................................................................ 8-1 8.2 Future Promise ............................................................................................ 8-2 8.3 Value Creation ............................................................................................. 8-4 8.4 Implementation Issues and Best Practices .................................................. 8-6 9. Notable Project Innovations and Opportunities for Further Research......... 9-1 9.1 Notable Project Innovations from the J-09 Survey ....................................... 9-1 9.2 Highlights of the European Experience........................................................ 9-3 9.3 Further Research ......................................................................................... 9-6
