e-Transit: Electronic Business Strategies for Public Transportation, Volume 4: Advanced Features of Transit Websites (on CRP-CD-34)

This is the fourth volume in the TCRP Report 84 series; the report is in portable document format (pdf) on CRP-CD-34. Multisystems, Inc., prepared the report with assistance from Matthew Coogan. The objective of this task was to identify and document lessons learned regarding the potential of incorporating advanced web features into the transit industry. The focus is on automated itinerary planning systems, real-time transit information, e-mail notification, and the application of customer relationship management concepts to these services. The web features were reviewed in the context of customer relationship management. The report provides an overview of the implementation, technology, value creation, lessons learned, and best practices associated with web-based advanced features. The study findings reveal that an investment in advanced website features offers the potential to provide significant benefits to the customer and the transit industry.