SEPTA

Southeastern Pennsylvania Transportation Authority Serving Bucks, Chester, Delaware, Montgomery, and Philadelphia Counties

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COMMUNICATIONS

Making information available to SEPTA employees and customers, about service and service changes, is one of the Authority's critical business objectives. Improving the way we communicate and the tools and options available to get information to customers is one of the most important aspects of our Regional Rail service improvement program. Paper timetables and poster notices will always be staples in our communication program but in the digital age we understand that customers expect and want rapid access to current service conditions delivered to them - via their phones and tablets - before they arrive at their station. Consistency, accuracy, and timeliness of communications, especially in the event of a service delay or emergency is essential and the Authority is working to build a diverse portfolio of tools - traditional and digital/social platforms - to address a diverse and highly mobile customer and employee base.


Real-Time Information

Real Time Vehicle Location (RTVL) Project:

  • Updated Official SEPTA iPhone and Android app, features Real Time Vehicle information for Regional Rail trains. Enhanced data provides customers with current information about scheduled service and in-service delays
  • RTVL shows real time vehicle locating information with updates on vehicle position every thirty (30) seconds for all SEPTA Regional Rail cars and about one minute updates for Buses
    • Improved display of current train location
    • Data from RTVL currently driving information displayed on AVPA signage, TrainView, and TransitView on SEPTA website and SEPTA Mobile App
    • New map and service information

TrainView

  • Data is delivered to Control Center, mobile apps, SEPTA website to display train location and arrival times for service on:
    • SEPTA operating territory
    • In Rail Tunnels
    • ON AMTRAK TERRITORY (Greatly improved information)


App Downloads - Since Version 2 Launched

Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Jun. July Aug. Sep.Oct.Nov.Dec. Jan. TOTAL
iOS 8,244 9,014 8,244 25,159 11,999 9,398 7,482 8,113 9,314 9,726 11,885 12,655 10,743 11,285 9,822 9,974 173,057
Android 8,081 8,405 8,399 8,749 7,632 9,449 6,953 7,166 7,474 7,075 8,485 8,510 7,378 6,854 6,165 5,549 122,324

TOTAL DOWNLOADS (COMBINED): 295,381


Social Media

  • SEPTA Social Media information personnel located in Control Center to facilitate delivery of information
  • All Regional Rail Line specific Twitter notices have been linked to @SEPTA_Social to maximize broadcast of service messaging
  • Campaign in development to promote availability of real time information tools for customers - Twitter, Ready Notify, Next to Arrive, System Status (Fall 2018)


On-Board Announcements

  • Control Center Dispatchers contact Crews to inform them about delays or Police related activity
    • Adding Control Center personnel to provide additional resources to relay customer communication information to Crews
    • Enables Dispatchers to focus more on resolving operational issues without compromising customer outreach
  • Conductors/Assistant Conductors Communication Program
    • Established a Communications Announcement Committee made up representatives from Regional Rail, Control Center, Customer Service, Training, and Smart 61 Union Conductors to meet bi-weekly
      • Distributing current pocket announcement cards to new hires
      • Developing updated Announcement Guide for Conductors/Assistant Conductors. Guide will include announcement information, suggested announcements, and guide for number of cars on platform
      • Reviewing Conductor Training Program for recertification and new hires
        • Training Department updating announcement information content
      • Revised Customer Experience Survey checklist for Quality Service monitoring rides - more emphasis will be placed on reviewing Conductor announcement practices
    • November was designated as Customer Communications Month
      • Issued announcement notice and 'Tips for Good Announcement Practices' to ALL Smart 61 crews
      • Instituted new follow up process to review and address all QuietRide complaints received by SEPTA Customer Service


2019 Communications Initiatives

  • Railroad Committee established in 2018 will continue efforts through 2019 and beyond
  • Continue to address communication issues identified in the recent SEPTA Customer Service Survey
  • Meet with all Conductors
    • Continue "Meet and Greet Program" with new hire Assistant Conductors with emphasis on communication
  • Review SEPTA Passenger Operations Rules related to announcements and update for 2019 edition - coordinate effort with RRD Rules Compliance Committee
    • Continue monthly review and tracking of stop, delay, and QuietRide announcements
    • Update and produce Crew Announcement Guide (pocket size with announcement information and cars on platform information) - include as part of New Hire package
  • Advance specialized training for customer service/hospitality
    • Training Department given added focus to customer announcements as a major curriculum topic
    • 3rd party contractor to train existing crews
    • Designated Smart 61 members will present communications/courtesy to all New Hire classes
    • Hospitality training-Airport Line
  • QuietRide Car Program:
    • Refresh customer campaign to reeducate public
    • Reissue "Shh" cards to Conductors


Service Emergency Response Team Project

  • Service Emergency Response Team (SERT) Program
    • SEPTA employees with Ambassador experience are assigned to specific lines/stations
    • SERT Team members will
      • Assist Operations personnel at stations for AM or PM Weekday events
      • Assist customers with information or service alternatives as appropriate
      • All employees participating in the program have vests identifying them as SEPTA SERT responder
    • Currently 160 employees recruited to cover Regional Rail network - split into north and south teams
      • SERT members deployed to provide schedule and service information to Trenton Line customers relating to the Amtrak North East Corridor (NEC) track improvement project taking place between Trenton and Holmesburg Junction; to Wilmington/Newark Line customers in the aftermath of a freight car derailment: and they provided advanced information for customers traveling on the three Regional Rail Lines that will be impacted by the Southwest Connection Improvement Program work (August 4-19)