Transport for London countdown

Abstract

The subject of this case study is the Transport for London bus Countdown system. It considers how an internal data source, used for payments to contractors, has been developed into a new class of customer service. The article looks at the expansion of the system beyond physical indicators into web and mobile services. It explains how customer service has been improved as a result and also what lessons the commercial sector might learn from the system. © 2013 macmillan publishers ltd.