Transportation
IT/OT Integration for a Department of Transportation Transit Agency
Client Overview
We partnered with a major city’s Department of Transportation (DoT) and its transit agencies to address the challenges of integrating information technology (IT) with operational technology (OT) systems. The goal was to create a unified environment that would enhance real-time data exchange, thereby improving the efficiency and effectiveness of transit operations and customer communication.
Problems/Pain Points
Disparate IT and OT Systems
The transit agency operated with separate IT and OT systems, leading to communication gaps, inefficiencies, and delayed data sharing between critical systems.
Lack of Real-Time Information
Public Address (PA) and Customer Information Systems (CIS) were not integrated with track control systems, resulting in delays in communicating real-time traffic updates, arrival/departure times, and service disruptions to the public.
Operational Inefficiencies
The absence of integration between IT and OT systems led to inefficiencies in managing transit operations, particularly in coordinating track control with customer information dissemination.
Customer Dissatisfaction
Passengers experienced frustration due to the lack of timely and accurate information, leading to decreased trust in the public transit system.
Digital Transformation Solutions
Working closely with the transit agency’s IT and OT departments, as well as other key stakeholders, we implemented a comprehensive IT/OT integration solution:
Public Address (PA) and Customer Information Systems (CIS) Integration
- Solution: We managed the integration of the existing SCADA-based track control systems with the Public Address and Customer Information Systems. This integration facilitated real-time communication of traffic updates, including arrival and departure times, delays, and other critical information to both transit agency staff and the public.
- Real-Time Data Exchange: The integration allowed for seamless real-time data exchange between the track control systems and PA/CIS, ensuring that any changes or disruptions in service were instantly communicated to the relevant parties.
Improved Operational Efficiency
- Solution: By unifying IT and OT systems, we enabled the transit agency to better coordinate operations between track control and customer information dissemination. This reduced response times to incidents and improved overall operational efficiency.
- Centralized Control: The integration provided a centralized control interface, allowing transit staff to monitor and manage both operational and informational systems more effectively.
Enhanced Customer Experience
- Solution: The real-time integration of track control data with PA/CIS significantly improved the accuracy and timeliness of information provided to passengers. This helped to build trust and improve the overall customer experience.
- Multi-Channel Communication: Passengers received updates through multiple channels, including in-station announcements, digital displays, and websites, ensuring that they had access to the information they needed, when they needed it.
Results
- Increased Operational Efficiency: The integration of IT and OT systems reduced delays in communication and improved the coordination of transit operations, leading to an increase in overall operational efficiency.
- Improved Real-Time Information Accuracy by 35%: Passengers received more accurate and timely information regarding transit schedules and disruptions, leading to a 35% improvement in real-time information accuracy.
- Enhanced Customer Satisfaction: The availability of real-time updates across multiple platforms led to a significant increase in customer satisfaction, as passengers could better plan their journeys and had greater confidence in the transit system.
- Reduced Response Time to Incidents: The centralized control system enabled quicker responses to service disruptions, minimizing the impact on both operations and customer experience.
Conclusion
By implementing a live broadcast system under the guidance of the town’s IT department and local government officials, the town was able to overcome significant challenges in community engagement, communication, and transparency. The ability to stream local events live, coupled with an interactive engagement platform, not only increased visibility and efficiency but also fostered a stronger, more connected community. This digital transformation solution proved particularly valuable immediately after the pandemic, ensuring that residents could continue to participate in and stay informed about their local government and community events.
This case effectively demonstrates the value of the live broadcast system for the market, highlighting the increased community engagement, improved communication, and enhanced trust that the solution provided. By incorporating the specific needs and challenges of local governments, it shows how digital transformation can significantly impact public services and community experiences.
For more information on how our digital transformation solutions can benefit your local government or community, contact us today.