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Despite the shift toward internet- and mobile-app-based reporting, riders should still have the option of reporting issues by telephone. Telephone-based reports should be part of the same issue-tracking system as electronically received reports.
Riders should be able to suggest changes to specific services based on their own experience. This could include items like poorly located bus stops, potential scheduling changes, and moving the time of an arrival/departure by a few minutes to allow a connection.
Riders should be able to provide photographic and/or video-based documentation of issues. This can be easily accommodated using existing smartphone technology. For location-enabled devices, users should be able to tag their report with the location of the issue.
Riders should have a mechanism for reporting issues (e.g. suspicious/innapropriate activity) anonymously if desired.