Social media is the most common platform used to express dissatisfaction with all things relating to transport in Auckland. Twitter and Auckland Transport Blog are more popular than any of the AT or govt sites. AT have a feedback page, but it uses a lengthy online form to elicit feedback.
We great a platform to encourage and facilitate further active discussion within the social media space, while matching the media chatter spatially with the Council's Roading Asset Management (RAMMS) database. This enables AT to glean locational data into their reporting system for better decision making. The social media chatter can be gathered live and mapped to enable the dispatch of contractors to rectify. The mapped data can inform the asset managers of 'hot spots' or pinch points for the network.
The data can be matched against the maintenance contracts to monitor performance of contractors and provide additional key performance indicators for contract letting.
To encourage more activity around problem reporting, the social media platform uses gamification to elevate individual posts that are liked or shared. AT can further incentivise this existing customer behaviour through the offering of prizes (hop card credits etc) to grow the platform.
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