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Smart transportation tools: how Metro Transit uses technology to ensure a smooth ride

Courtesy of Metro Transit
A consultant works at Metro Transit’s Information Center

Back in the day — before the Internet, smart phones, mobile tracking and other technological innovations — bus riders carried pocket schedules. That’s right: small, folded, printed paper schedules created by Metro Transit that could be easily carried in a backpack, purse or pocket.

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Pocket schedules are still popular. You can find them at libraries, grocery stores, recreation centers and other public facilities throughout Metro Transit’s service territory. Equally popular is Metro Transit’s call center, which has also been around for as long as pocket schedules.

At Metro Transit’s Fred T. Heywood Office Building in Minneapolis, up to 40 consultants answer questions from riders (612-373-3333, option 2) about how to get from one place to another, via bus or light-rail transit. Using Metro Transit’s interactive trip planner (the version available on Metro Transit’s website drew 6 million users last year), experts direct callers to the nearest station and their final destination, and help them plan future trips.

According to John Howley, who manages Metro Transit’s Information Center (which includes the call center), experts receive approximately 5,000 calls a day and handle more than 1 million calls a year. “We serve the wide variety of customers that use transit,” he says, “from out-of-town visitors to new riders that need info about routes to everyday riders getting to work or school. We have people who call us on a regular basis asking ‘When’s my next bus?’ During bad weather and during sporting events, we get very busy.”

If English isn’t your first language, no worries: Assistance is available in 170 languages. “We added our language lines about two years ago,” Howley explains. “When a customer calls in, the representative they’re speaking with determines what kind of interpreter they need, then sets up a conference call between themselves, the interpreter and the customer. Currently, we’re looking at reconfiguring that arrangement, so that customers are asked if they need an interpreter right from the start.”

Finding new and more efficient ways to provide riders with information is ongoing at Metro Transit. At a time when more people are carrying smart phones, and using them pay for more of life’s essentials, Metro Transit has been innovating new ways to meet riders’ needs. 

The smart phone as transportation tool

On November 3 last year, Metro Transit launched its first free mobile app, available for download on Google Play or iTunes. As of January 13 of this year, says Adam Mehl, market development specialist for Metro Transit, “7,700 accounts had been created for the app, with 12,000+ downloads from both platforms.”

“We’re all about reducing barriers for customers,” Mehl continues. “We’d been hearing from customers, for a long time, that they wanted to get their information—and pay their fares—using an app on their smart phones. Not only is the app faster and more efficient for customers to use, mobile fare payments result in quicker boarding and are cheaper than paying cash in terms of collecting fares.”

Courtesy of Metro Transit
Metro Transit launched its first free mobile app last year.

More features will be added to the app this year, Mehl says, including enhanced and advanced trip planning, ways for customers to contact Metro Transit with public safety concerns and systems to alert people as to when their tickets are expiring. “We’re actively working to polish it up,” he says of the app, “ so more customers become more comfortable using their phones as a transportation tool.”

Another of the features on the app is NexTrip, which provides real-time departure times for buses to help customers better plan trips. Every bus has an onboard computer that tracks its GPS location. As a bus travels along its route, NexTrip tracks the bus’s location in relation to specific time points, automatically updating every few seconds.

Customers can also text ‘MT’ followed by their bus stop number (found on the Metro Transit sign at the stop) to 27299 and receive time and schedule updates.

“Text messaging is really taking off and we’re rolling it out on our bus signs,” Howley says. Signage with texting info “will be on all routes by the end of the year. We currently have 13,000 signs and have 8,000 completed so far.”

Courtesy of Metro Transit
Metro Transit also provides information via text message.

Leading edge of transit

To keep up with transit-industry changes in customer service, says Howley, the call center is exploring options for expanding beyond voice or phone calls, to also answer rider questions via chat, email and text. “We need to be providing our customers with information in the ways they want to receive it,” he says.

The process of innovating new transit tools includes paying attention to what the industry and Metro Transit’s peers are doing, their experiences with new technologies and lessons learned, Howley says. Metro Transit also has a division dedicated to “forward-thinking exploration of new technologies,” Howley adds, and he has personnel in his office dedicated to researching new technologies “to stay on the leading edge of providing information to customers in ways that are convenient, accurate, fast and useful to them.”

Courtesy of Metro Transit
Metro Transit has also been improving its signage

Improving customer service is good for Metro Transit, too. “There’s a very close connection between ridership and a call to the center,” Howley says. “In a survey done several years ago, we found that 94 percent of customers who called us followed through and used the transit. So it’s like we’re selling tickets when someone calls.”

Not only are new transit tools for riders good for everyday users, to support and improve ridership, but also “for rolling out the red carpet for new customers,” Howley says. Adds Mehl: “I’m happy to say we’re on the leading edge of transit companies innovating these tools. We’re on the early side of things and proud of that.”

This article is reprinted in partnership with The Line, an online chronicle of Twin Cities creativity in entrepreneurship, culture, retail, placemaking, the arts, and other elements of the new creative economy. Camille LeFevre is the editor of The Line.

Comments (5)

  1. Submitted by Lawrence Rudnick on 01/28/2017 - 09:40 am.

    Reality or promo?

    It’s lovely to see that Metro Transit is trying. But this puff-piece could have used a reality check by talking with passengers. Metro Transit’s information boards, the front line of keeping people informed on bus status, are a joke. I ride regularly, and often laugh with other passengers about not trusting the information posted. On numerous occasions, a bus will depart from a stop when the board shows it’s still due to arrive in 2-3 minutes. Or the board will not show or update the time because the GPS on the bus is broken. Or the board will show “No information available, check schedules.” I took one look at the new app and it appeared so cumbersome that I just deleted it immediately. So I applaud them for trying, but they really need to up their game in terms of execution.

    • Submitted by Jim Young on 01/30/2017 - 10:11 am.

      Check the reviews before bothering to download the app

      After reading this article, I went to the Android app store and looked it up, thinking I might find it useful. After reading all the complaints about unusable tickets purchased via the app and Mr. Rudnick’s post above about real time schedule updates, I wonder if it’s worth bothering.

    • Submitted by Ben Wright on 01/30/2017 - 10:27 am.


      I have to agree with you Lawrence. I want Metro Transit to succeed, but the app really needs work. On two occasions I’ve tried to access purchased fares on the app and haven’t been able to do so. The fix is to uninstall the app, after someone at the customer support does something to your account in the background, and then then reinstall the app. So you better have a back-up form of payment for your fare, because you don’t have time to do all of that as the bus approaches. This basically makes your online fare useless, especially if you are just visiting for a day or so. You will not have time to get this resolved before you leave. I guess they could refund your purchase and they have been helpful in this way, but still a complete waste of time and inconvenience. The app is definitely not a smart transportation tool yet.

  2. Submitted by John Larson on 11/11/2019 - 02:48 pm.

    In searching for articles about NexTrip and other technical glitches, I came across this. Anyway, I was really upset that NexTrip was not updated when busses are cancelled. So e.g. you could be waiting for a bus that is listed on NexTrip that’s coming in 5 minutes or 10 minutes or whatever, that was cancelled more than an hour ago.

    I contacted MetroTransit customer service in early November 2019, and someone called me back and said they don’t update NexTrip for cancelled busses. GRRRR. He said it was not technologically possible and hope to have that fixed in a future update.

    Now I find that Personal-schedule ( ) isn’t working anymore, sigh. This was a really helpful tool for some purposes (given a time range and a FROM location and a TO location, it showed all trips — with departure and arrival times — of every bus that passed through both locations during the time range you give it.

  3. Submitted by John Larson on 11/12/2019 - 01:02 am.

    Update on Personal Schedule — a MetroTransit rep (JN) wrote me back about my comment, also I commented that I had heard that a new website is in the works and asked if it was some fixes or a whole redesign. Here is what JN wrote these two replies:

    “After looking into this, I was told that at this moment the Personal Schedule feature won’t be making the transition to the new site. However, it may come back at some point if we get feedback that it’s something our riders want to see continue in some form down the line. I hope that helps. Thanks. -JN”

    “We are still working on a redesign of the website at this point. The process is based off research and feedback we’ve received from our customers. Stay tuned for more news as we get closer to the launch of the updated site. Thanks. -JN”

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