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A Service Science and Engineering Approach to Public Information Services in Exceptional Situations - Examples from Transport

IESS ► Genève ► CH ► 2010.02.18

Petra Hocová João Falcão e Cunha FIMU FEUP qhocova@fi.muni.cz jfcunha@fe.up.pt

Bon Jour !

Brno – Czech Republic Overview of old town

Porto – Portugal View of Porto riverside

Faculty of Informatics Masaryk University

The School of Engineering

IBM – Jim Spohrer 2009

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 8

Contents

1.  Dynamic urban life, communications, mobility, and public transport

2.  Pervasive targeted information regarding public transport

3.  SSME, CDIO & “Contemplating” 4.  The process of creating new information

services for targeting citizens: urgent situations, non typical & pervasive

5.  Conclusions

Mobility & Public Transport

Mobile Phones…

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 12

Mobile Phones

Spectrum Cellular Corporation http://www.privateline.com/PCS/ladyinthepool.html

Patents 1973 -1975 Bell, Motorola, … http://www.privateline.com/PCS/history8.htm

“The Bahrain Telephone Company Starts in May, 1978”

“The car telephone service was introduced in the 23 districts of Tokyo in December 1979”

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 13

Over 1.2 mobile phones per person http://www.anacom.pt/render.jsp?contentId=853598

SMSBUS - 40.000 messages a day during initial month of free usage (4.000, after 0.20€ cost). - 2005: 1st prize IV Fórum Telecom “Public Services of Information”. - 2006: 1st prize Deloitte/Diário Económico “Electronic Services”.

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 15

Dynamic urban life

•  Pervasive mobility •  Pervasive Communications

–  GPRS, 3G, GPS, … •  Large events attracting large numbers of people •  Large data bases with private information •  Public transport systems used by millions of

people •  Unexpected uncontrolled urgent situations still

happen

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 16

CDIO and SSME

•  Engineering of complex systems involves a process: –  Conceiving, Designing, Implementing and Operating.

•  Multidisciplinary approach –  Involves knowledge of social sciences, organizational

contexts, cultural aspects, and sustainability issues •  Requires team work •  When applied to service creation and

development: requires SS(ME)

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 17

SSME

•  Service always involves people (many people, different people, strange people…)

•  Service always involves real time (cannot be stored…)

•  Service may involve one or many classical discipline (mathematics, physics, chemistry, …), social disciplines (psychology, sociology, management, …), but also the arts, culture, environment, …

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 18

CDIO & Service System Evolution

Goals & “Soft” Goals

Functional & Non-Functional Requirements

Programs, Systems, … , Services Conceive

Implement

Creativity & Innovation

Design

Operate

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 19

Contemplate + CDIO

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 20

Contemplate + CDIO + SAS

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 21

Contemplate: the Service Aspect Star

1.  Who: Agent 2.  What: Outcome 3.  Where: Location 4.  When: Time 5.  How much: Evaluation 6.  Why: Rule 7.  How: Process

Examples of Excellent Service …

2001

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 28

Contemplate: the Service Aspect Star

1.  Who: Agent 2.  What: Outcome 3.  Where: Location 4.  When: Time 5.  How much: Evaluation 6.  Why: Rule 7.  How: Process

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 29

Information services for public transport users – focus on people! Unexpected events: - what to do? - who does what? - …

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 30

Useful Information Services

•  For helping in Urgent or Unexpected situations: –  Involve a team of different people to create

the service, from different backgrounds, representing all stakeholders.

– C-CDIO – Use all information available, from all possible

sources, and filter to relevant one in context – Prototype and test exhaustively before

deploying full service

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 31

The need for multidisciplinary competences

•  Understanding the innovative Technologies now required for service provision

•  Management of the service system CDIO process (Conceive, Design, Implement, and Operate) + Contemplate

•  Understanding the functional and non-functional, or experience requirements, of People (not only final user!)

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 32

Conclusions •  The evolution towards a technology enabled

pervasive service economy creates the need and possibility of new useful information services.

•  We must have a solid understanding of technology but also a solid understanding of the needs of society, organizations and people. Therefore the need for contemplation!

•  Information services influence the life of people and therefore we need to know a lot more about emotional requirements.

© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 33

References Petra Hocova: INnovation & COoperation: Modeling the Reference Model of

Service System for Supporting Cooperation. Masaryk University, Faculty of Informatics. PhD thesis (forthcoming, 2010)

Petr Hladik: Public Transportation in Porto metropolitan area. Internal Report at OPT - Optimizacão e Planeamento de Transportes, Porto(2009)

Lia Patrício, Raymond Fisk, J. Falcão e Cunha: Designing multi interface service experiences: the Service Experience Blueprint, Journal of Service Research, 10 (4), 2008, ISSN: 1094-6705, eISSN: 1552-7379, pp. 318-334.

J. Falcão e Cunha, J. A. Cabral: Method for Providing Reliable and Useful Real Time Information of Vehicles’ Timetables using Text Messages for Mobile Devices with Small Screens, Patent Pending (INPI - Instituto Nacional da Propriedade Industrial); submitted 2009-02-27.

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