Hughes – THE DESIGN OF PASSENGER INFORMATION SYSTEMS 1992

Description

This paper outlines Hertfordshire County Council’s comprehensive approach to passenger transport information under Section 63 of the Transport Act 1985. The Council positions itself as the impartial, county‑wide source of publicity—complementing operators’ own materials—because operator publicity is inconsistent and bus stop ownership fragmented. Key challenges include frequent commercial timetable changes, limited staff and finance, and diverse customer needs (infrequent users, elderly, disabled). Hertfordshire addresses these through a mix of media: twice-yearly Official Travel Guides and leaflets, a monthly Passenger Transport Update, high‑quality cartography and a promotional network map, roadside information at owned stops and interchanges, and a high‑volume Traveline telephone service. Distribution was professionalised by contracting MML to merchandize outlets (mystery‑shop, monthly restocking, branded racks), increasing outlets and improving stock control. Ongoing monitoring and market research inform improvements. Conclusions stress the County’s role in providing wide, reliable, high‑quality information and promoting public transport while acknowledging no single definitive solution.