Innovation is playing an important role in improving the customer experience for public transportation users. Transit agencies should create a strong innovation culture within their organization to define what innovation means to them, generate new ideas by involving front-line staff, learn best practices from other agencies, and conduct pilots to test new ideas. On-demand buses, Mobility as a Service (MaaS), and blockchain are all new emerging opportunities for transit agencies. There are also new challenges such as cybersecurity. DART (Dallas Area Rapid Transit) has implemented many innovative projects, such as passenger fare restructuring, on-demand mobility, integration with first and last-mile connectivity, and the establishment of a mobility sandbox.

Tina Mörch-Pierre is the Sr. Director, Innovation and Technology Ser ...