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Transpo Transcript.Indd October 2013 Using Technology to Improve Transportation: All Electronic-Tolling and Beyond Transcript Introduction customer-facing and most customer- Underinvestment has put pressure on focused of all government services. STEVE POFTAK: Thanks to all of transportation providers to improve service. Trust in government is another aspect Fiscal pressures have limited the resources you for coming today and joining us. available to make those improvements. of transportation. And technology is a I’d also like to thank our partners who Technology off ers the opportunity to way for us to show our customers that leverage smaller investments by improving have put this together: Joseph Giglio customer services, enhancing operating we can improve their experience. from the Center for Strategic Studies effi ciencies, and increasing revenue. at the D’Amore-McKim School of I think the gold standard in our To explore the potential of new technologies to make transportation Business at Northeastern University business is giving more time back work more effi ciently, faster, and safer, the and Greg Massing at the Rappaport to people. Whether it’s standing on conference “Using Technology to Improve Transportation: All-Electronic Tolling and Center for Law and Public Service at a platform at Alewife or standing in Beyond” was held on May 7, 2013 at the Suffolk University. line at the Registry of Motor Vehicles, Suff olk University Law School. it is giving people more time back. Here in Massachusetts, we’ve just The Conference was co-sponsored by The Technology holds tremendous promise Rappaport Institute for Greater Boston, The gone through another round of Center for Strategic Studies at the D’Amore- to accomplish these goals that we have legislative and executive branch McKim School of Business at Northeastern in transportation. University, and The Rappaport Center for discussions, debates, and votes Law and Public Service at Suff olk University on transportation funding; surely, The Registry of Motor Vehicles is, Law School. B this won’t be the last. Funding is after the Department of Revenue, It featured a keynote address from MassDOT a means to an end. But we’d like the Commonwealth’s second-largest Secretary Rich Davey and two panel discussions. Biographies of the presenters to pivot that conversation today to revenue generator, through registry and panelists are located at the end of the talk about technology. How do we fees and/or taxes. We serve just about transcript. defi ne customer service? How do we everybody in the Commonwealth. © 2013 by the President and Fellows of Harvard College. The contents refl ect the improve our service for people who We have been improving our online views of the authors (who are responsible use and depend on our transportation transactions over the last several years. for the facts and accuracy of the research herein) and do not represent the offi cial system? Today, we’ll about funding, The online wait time is zero minutes. views or policies of the Rappaport Institute but we’ll also talk about how we can One in three of our customers in for Greater Boston, The Center for Strategic Studies, or The Rappaport Center for Law use technology to improve customer Massachusetts who is at a branch can and Public Service. service. conduct his or her transactions online instead. Keynote Address: Technology Massachusetts will be the fi rst in the and Transforming the Customer nation to roll out a “My RMV,” like Experience Rappaport Institute for Greater Boston an Internet banking account. You will Harvard Kennedy School RICH DAVEY, Secretary and Chief be able to see all of your transactions 79 John F. Kennedy Street Cambridge, MA 02138 Executive Offi cer, Massachusetts DoT and how you’ve been interacting with government. The goal is to 617-495-5091 Why is technology important? First, www.hks.harvard.edu/centers/rappaport transportation is the broadest form make it easier to interact with the of government service: it is the most department. Using Technology to Improve Transportation Technology is being deployed to improve Bridge by the end of 2013, and then rolling it services and create effi ciencies. We are very out statewide over the next couple of years. excited to be the fi rst transit agency in the In the process of this transition, labor has United States to roll out mobile ticketing, certainly been a challenge for us. We’ve been which has been introduced on our commuter working very closely with our partners in rail system. In the last four months, we’ve labor. Unfortunately in Massachusetts, the already had $5 million in sales. toll collector has been held up unfairly as a Also, we are giving people information that wasteful government position. The challenge they can use to make their commute decisions. is in actually saying, “We’re going to have We are moving to real time traffi c information a meaningful transition for our employees in the Commonwealth. For example, we use to either work in government or outside of signs to convey real time information such as government.” That would open the door to “5 miles, 6 minutes.” The applications for this rolling out a signifi cant customer improvement. information are endless. You will be able to Policymakers of the future know that electronic download an application on your iPhone to see tolling can allow for things like congestion what traffi c looks like, including the traffi c’s pricing, which seems to be a no-brainer. If we actual speed and how long it will take to go decide to toll other roads, we will be able to from point A to point B. We are also working deploy the technology very quickly and easily. with the developer community on the transit By the way, it also gives traffi c information and side to create an app that will tell you the can provide us with a wealth of other data. best route to downtown Boston, given current We are rethinking how we are going to deploy conditions. this technology across the state. Having toll We are rethinking how we are booths at interchanges is crazy: that’s where going to deploy this technology you want the least bottleneck. In Massachusetts, you will likely see a tolling scheme that tolls across the state. Having toll per mile. Vehicles will go under a gantry every booths at interchanges is crazy: 10 or 15 miles and not pay at an interchange. that’s where you want the least After Boston, our two largest cities, Springfi eld bottlenecks. and Worcester, have had economic challenges. However, if you are in Worcester and you want to stay in Worcester but you want to use the We are putting up static signs along the routes Massachusetts Turnpike, you have to pay. The to Cape Cod. The signs give people specifi c, same is true for Springfi eld. Juxtapose that with real time information about travel times from some other cities and towns in the eastern part point A to point B. This is part of a statewide of state, where the economy is a little better project that we’re rolling on our most used and we are not charging. We are going to even arterials: the Cape, Route 6, Route 3, and the that out and make it a little fairer for commerce Massachusetts Turnpike between Exit 9 and across the state. downtown Boston. I would like to take some time to discuss safety The Fast Lane is fi nally here. The legal speed and security and the role technology can play. limit through the Fast Lane is fi fteen miles Obviously, everybody is doing cameras. But an hour: that is not fast. We are moving to there are things the MBTA is doing that I want all-electronic tolling, piloting it on the Tobin 2 Using Technology to Improve Transportation to mention. The MBTA is considered a Tier 1 more evidence of how we are using technology target by Homeland Security. Not only have to improve the system. we been in a heightened state of vigilance, I would like to discuss a couple of we have also been a laboratory for security technological areas that, as an industry, we improvements in and around the system. We should be thinking about. The fi rst is how move 1.4 million people a day on our transit people pay for services. With due respect to system, the fi fth largest in the country. We have the Charlie Card system we have here, which some old tunnels, obviously. The Blue Line is, in its own right, fairly forward thinking: it tunnel was built in the 1920s, for example. Air is already or almost obsolete. What you see in fl ow analysis determined that it’s possible that WMATA and other transit agencies are obsolete chemical or biological weapons could be used systems. We can’t be building proprietary in a subway system, such as happened in Japan systems that our customers can’t use easily. with the sarin attack. Whether it’s near-fi eld technology, Q-codes, We’ve been working with the Department of or barcodes, we need to be thinking about how Homeland Security for the last nineteen months people are going to pay in the future and make to understand the airfl ows in our tunnels. We it easy for our customers to pay. The T spends will be better prepared to know how we can 75 cents per Charlie Card — and about $3 million a year or every other year — buying It is often said in transportation Charlie Cards. We are looking for a way to “tap that we are “information-rich, and go” with a credit card.
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