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- W578951617 abstract "The emergence of Web 2.0 technologies created new opportunities for transit agencies to interact with their riders and stakeholders. Web-based and mobile tools have offered new and powerful ways for transit properties to collect customer feedback while also empowering riders to use these tools to report issues from the field. TCRP Project B-43, Use of Web-based Customer Feedback to Improve Public Transit Services, is exploring the use of these new tools and developing a toolkit for transit operators. The study gathered information on current and planned use of web-based tools through an online survey administered to 130 transit agencies in the United States and Canada. Survey findings revealed that many transit operators did not have recent estimates of the proportion of riders with access to technology and some of the available estimates were lower than the national average. This raises a concern that many transit riders do not have access to web-based tools, creating a digital divide that could get wider as transit agencies increase their focus on web-based activities. At the same time, national trends in adoption of technology also suggest that some demographic groups have embraced technology and prefer to connect with transit agencies through web-based and mobile tools. To better understand these changes and to best meet the needs of their customers, transit agencies are encouraged to incorporate questions about access to technology into future rider surveys. This paper uses survey findings from Project B-43 but goes beyond the project scope to explore these issues." @default.
- W578951617 created "2016-06-24" @default.
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- W578951617 date "2015-01-01" @default.
- W578951617 modified "2023-09-23" @default.
- W578951617 title "Who’s Online…and Who Isn’t?Equity Considerations for Web-Based Feedback and Transit" @default.
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