California Partners for Advanced Transportation Technology

The Santa Clara Valley Transportation Authority (VTA) is planning a bus rapid transit route on the alignment of its busiest existing route, with 30 stops in each direction. This study was conducted to determine how new technology could best be used to improve these bus stops as well as bus stops on other VTA routes and other bus systems. The study focused on bus passengers’ needs and preferences, available technologies, and the combination of improvements that would be most valued by passengers.

Passenger activities at the main bus stop were observed, an on-board passenger survey was conducted on the existing route, and a focus group of VTA passengers was convened to gain feedback on potential bus stop improvements. Schedule information, clean surroundings, shelters, benches and lights were found to be what the greatest number of people wanted at bus stops. Also highly valued was the time at which the next bus would arrive. Seventy-three percent of passengers surveyed always felt safe waiting at the bus stop. For the others, emergency alarm buttons or phones and security patrols were what would make the greatest number feel safer.

An investigation of technological improvements available for bus stops found relatively few that are economically feasible. Among the most promising are real-time arrival time signs, electronic fare payment, and various solar powered lights, signs, and beacons. The components of interactive information displays are already available at relatively low cost, but such systems have not yet been developed commercially.

The study found that meeting passengers’ needs at bus stops is not primarily a matter of utilizing the latest technology or providing stylish shelters, but rather of continual provision of accurate schedule information, cleaning, repair, and patrolling that lets passengers know that they are valued and respected.