"A picture says 1000 words". Rarely is this more true than on our public transport network.
Whether it's identifying trip hazards on station stairs, errors in published timetables, dirty buses or car drivers not giving way to alighting tram passengers, there's nothing like a picture to identify problems.
Citizen photo journalism on social media with shots like this has assisted bus safety investigations. Including those that gave weight to the government decision to kick Transdev out of Melbourne by not renewing their bus operating franchise.
Pictures are good for other reasons too. Thanks to smartphones, most passengers can now take and share pictures in close to real time. With more passengers than staff on the network that gives unrivalled coverage and immediacy. And in a busy diverse city not everyone has time or language skills to write 500 word essays to explain an issue.
Potentially the technology in their pocket can save people from having to do so. But only if official systems allow. Which they currently don't.
If you go to PTV's website feedback form you'll see spaces for the usual details and a text window for your comments. But you can't send or upload a photo. It's the same with their mobile app despite a new version being released only last year . In theory you could include a picture in a tweet or via PTV's Facebook page but the general process is that you be referred to the abovementioned feedback form. That doesn't allow photos so it's Catch 22.
On the other hand if you wish to have a fine reviewed then our Department of Transport has an email address that substantiating material can be sent to. Hence at least part of our transport apparatus already appreciates the value of people being able to send images.
Do others accept pictorial feedback?
The well-known Snap Send Solve, whose whole business idea was based on making it easy for people send pictures of problems, has been around for years. It bridged a gap created due to the people having better technology than bureaucracies were then (and often still now) were willing to embrace.
Transport for NSW, PTV's rough Sydney equivalent, has a photo upload feature on their feedback form. They know this feature is good for both customers and business. Both parties save time and the risk of misunderstanding is reduced. As TFNSW says, "A photo or screenshot helps us to investigate your feedback".
How about it PTV?
Shouldn't you also embrace the efficiency and customer service benefits that technology can offer?
What is there to lose by enabling picture uploads on your website and mobile app?
You would then connect better with the community, get more useful feedback, waste less time in clarifying it and thus be able to fix more things faster. And wouldn't all these be benefits worth having?
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