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California Passenger Rail Network Integration ________________________ The Passengers’ Perspective

California Passenger Rail Network Integration ________________________ The Passengers’ Perspective. 2014 California Passenger Rail Summit Los Angeles, CA - April 3, 2014 ________________________________ David Kutrosky, Managing Director Capitol Corridor Joint Powers Authority. 1.

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California Passenger Rail Network Integration ________________________ The Passengers’ Perspective

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  1. California Passenger Rail Network Integration ________________________ The Passengers’ Perspective 2014 California Passenger Rail Summit Los Angeles, CA - April 3, 2014 ________________________________ David Kutrosky, Managing Director Capitol Corridor Joint Powers Authority 1

  2. Customer experience Supporting the customer experience

  3. Current statewide passenger ail customer interface is less than optimal

  4. Need to avoid this communication/info transfer system

  5. The CA HST IOS • Physical Infrastructure • Extensive public works project • Admirable engineering and construction feat for California • Yet need to focus on customers’ experience • in San Diego? • in San Francisco? • in Sacramento?

  6. Customer Touch Points 17 just in this picture

  7. Customer Touch Points EVERYWHERE!

  8. Somebody establishes and maintains these

  9. Supporting those Customer Touch Points All the elements in a tree structure that support a unified customer experience

  10. Barrier-Free Customer Interface Unified Look and Feel • Ticketing • Webpage • Ticket kiosk • Station signage/communication • Safety, directions, connections, etc. • Service updates/alerts • On-train experience • Safety • Food service • WiFi • On-Board Information Systems

  11. THANKS FOR YOUR ATTENTION!QUESTIONS?

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