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A Service Science and Engineering Approach to Public Information Services in Exceptional Situations- Examples from TransportPetra Hocová João Falcão e CunhaFIMU FEUPTRANSCRIPT
A Service Science and Engineering Approach to Public Information Services in Exceptional Situations - Examples from Transport
IESS ► Genève ► CH ► 2010.02.18
Petra Hocová João Falcão e Cunha FIMU FEUP [email protected] [email protected]
Bon Jour !
Brno – Czech Republic Overview of old town
Porto – Portugal View of Porto riverside
Faculty of Informatics Masaryk University
The School of Engineering
IBM – Jim Spohrer 2009
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 8
Contents
1. Dynamic urban life, communications, mobility, and public transport
2. Pervasive targeted information regarding public transport
3. SSME, CDIO & “Contemplating” 4. The process of creating new information
services for targeting citizens: urgent situations, non typical & pervasive
5. Conclusions
Mobility & Public Transport
Mobile Phones…
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 12
Mobile Phones
Spectrum Cellular Corporation http://www.privateline.com/PCS/ladyinthepool.html
Patents 1973 -1975 Bell, Motorola, … http://www.privateline.com/PCS/history8.htm
“The Bahrain Telephone Company Starts in May, 1978”
“The car telephone service was introduced in the 23 districts of Tokyo in December 1979”
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 13
Over 1.2 mobile phones per person http://www.anacom.pt/render.jsp?contentId=853598
SMSBUS - 40.000 messages a day during initial month of free usage (4.000, after 0.20€ cost). - 2005: 1st prize IV Fórum Telecom “Public Services of Information”. - 2006: 1st prize Deloitte/Diário Económico “Electronic Services”.
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 15
Dynamic urban life
• Pervasive mobility • Pervasive Communications
– GPRS, 3G, GPS, … • Large events attracting large numbers of people • Large data bases with private information • Public transport systems used by millions of
people • Unexpected uncontrolled urgent situations still
happen
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 16
CDIO and SSME
• Engineering of complex systems involves a process: – Conceiving, Designing, Implementing and Operating.
• Multidisciplinary approach – Involves knowledge of social sciences, organizational
contexts, cultural aspects, and sustainability issues • Requires team work • When applied to service creation and
development: requires SS(ME)
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 17
SSME
• Service always involves people (many people, different people, strange people…)
• Service always involves real time (cannot be stored…)
• Service may involve one or many classical discipline (mathematics, physics, chemistry, …), social disciplines (psychology, sociology, management, …), but also the arts, culture, environment, …
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 18
CDIO & Service System Evolution
Goals & “Soft” Goals
Functional & Non-Functional Requirements
Programs, Systems, … , Services Conceive
Implement
Creativity & Innovation
Design
Operate
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 19
Contemplate + CDIO
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 20
Contemplate + CDIO + SAS
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 21
Contemplate: the Service Aspect Star
1. Who: Agent 2. What: Outcome 3. Where: Location 4. When: Time 5. How much: Evaluation 6. Why: Rule 7. How: Process
Examples of Excellent Service …
2001
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 28
Contemplate: the Service Aspect Star
1. Who: Agent 2. What: Outcome 3. Where: Location 4. When: Time 5. How much: Evaluation 6. Why: Rule 7. How: Process
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 29
Information services for public transport users – focus on people! Unexpected events: - what to do? - who does what? - …
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 30
Useful Information Services
• For helping in Urgent or Unexpected situations: – Involve a team of different people to create
the service, from different backgrounds, representing all stakeholders.
– C-CDIO – Use all information available, from all possible
sources, and filter to relevant one in context – Prototype and test exhaustively before
deploying full service
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 31
The need for multidisciplinary competences
• Understanding the innovative Technologies now required for service provision
• Management of the service system CDIO process (Conceive, Design, Implement, and Operate) + Contemplate
• Understanding the functional and non-functional, or experience requirements, of People (not only final user!)
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 32
Conclusions • The evolution towards a technology enabled
pervasive service economy creates the need and possibility of new useful information services.
• We must have a solid understanding of technology but also a solid understanding of the needs of society, organizations and people. Therefore the need for contemplation!
• Information services influence the life of people and therefore we need to know a lot more about emotional requirements.
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 33
References Petra Hocova: INnovation & COoperation: Modeling the Reference Model of
Service System for Supporting Cooperation. Masaryk University, Faculty of Informatics. PhD thesis (forthcoming, 2010)
Petr Hladik: Public Transportation in Porto metropolitan area. Internal Report at OPT - Optimizacão e Planeamento de Transportes, Porto(2009)
Lia Patrício, Raymond Fisk, J. Falcão e Cunha: Designing multi interface service experiences: the Service Experience Blueprint, Journal of Service Research, 10 (4), 2008, ISSN: 1094-6705, eISSN: 1552-7379, pp. 318-334.
J. Falcão e Cunha, J. A. Cabral: Method for Providing Reliable and Useful Real Time Information of Vehicles’ Timetables using Text Messages for Mobile Devices with Small Screens, Patent Pending (INPI - Instituto Nacional da Propriedade Industrial); submitted 2009-02-27.
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Thank you!