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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 [email protected] [email protected]

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…


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”


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”.


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


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)


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, …


CDIO & Service System Evolution

Goals & “Soft” Goals

Functional & Non-Functional Requirements

Programs, Systems, … , Services Conceive

Implement

Creativity & Innovation

Design

Operate


Contemplate + CDIO


Contemplate + CDIO + SAS


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


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


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


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


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!)


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.


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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Thank you!

Ii 3 2010 02 18 Iess Ph Jfc

Education

information

solid understanding

joo falco

cdio amp

information

service

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