The Role of Information Technology
The IT solutions implemented make for transparent and objective assessment of the quality and quantum of service delivered and therefore, helps with inputs for continuous improvement of service.
There has been significant improvement in reliability of service, which has made the bus service popular. The service also obtains regular public feedback on the quality and different aspects of service operations through DIMTS website, the governments Helpline and letters etc. This feature was completely absent from the erstwhile Blueline System. The previous system did not have any IT in use applications either for monitoring of operations and ticketing. This has been effectively introduced under the new system.
In the new system there is a strong reliance upon use of GPS based Automatic Vehicle Location System, Automatic Fare Collection System (AFCS) based on electronic ticketing using Electronic Ticketing Machine with a provision of digital ticketing using DMRC metro card and Bus management system (BMS) with integration of inputs from both AVLS and AFCS.
Therefore, DIMTS has set up state of the art Operations Control Centre (OCC) for live monitoring of operation of buses on each route against its adherence to the Unified Time Table (UTT). An algorithmic software system will calculate penalties and rewards for reliability and frequency. Additional features like the Passenger Information System (PIS) using mobile app called “One Delhi” has helped in reducing the waiting anxiety of the passengers.
Passenger safety especially women is ensured by live monitoring of the feed of the CCTV cameras in case of use of panic button in the OCC.