Transforming Transit Operations with Real-Time Trip Planning and Multi-Modal Integration

Client Overview

A major transit authority responsible for operating light rail and bus services across a regional metropolitan area aimed to modernize its legacy trip planning infrastructure. In response to rising commuter expectations, accessibility mandates, and digital integration requirements, the agency launched a strategic modernization program to implement a real-time, accessible, and API-driven trip planner.

Executive Summary

To enhance passenger experience and streamline internal operations, the transit authority initiated a 6-month modernization effort centered on the HASTINFO 2015 platform. The program delivered an integrated trip planner combining real-time data, Google Advanced Mapping, and robust cybersecurity safeguards. By aligning with AODA/WCAG accessibility standards and leveraging Agile delivery alongside PMI-based governance, the agency positioned itself as a national leader in digital transit modernization.

Background

The existing legacy trip planner was no longer meeting the needs of modern riders or agency goals. It lacked real-time functionality, API extensibility, and compliance with evolving accessibility laws. With the growing need to support multi-modal travel, live data integration, and mobile access, the agency sought to deploy a scalable, secure, and user-centric planning solution that could unify public and private transit systems.

Objectives

Project goals were defined to ensure system integration, compliance, and digital transformation alignment:

Deploy a Real-Time Trip Planner: Replace legacy systems with HASTINFO 2015, supporting real-time routing, predictive scheduling, and third-party data sources.
Enable Accessible Transit for All: Ensure compliance with AODA and WCAG 2.0 Level AA standards.
Enhance API Ecosystem: Provide open data access to encourage third-party app development.
Improve Operational Efficiency: Reduce scheduling errors, improve dispatch responsiveness, and automate incident management.
Strengthen Cybersecurity Posture: Secure public-facing interfaces without compromising live functionality.

Problem Statement

Several structural and operational constraints triggered the modernization initiative:

Legacy System Limitations: Outdated tools lacked extensibility, real-time capabilities, and scalability.
Passenger Accessibility Gaps: Interfaces failed to meet WCAG 2.0 standards.
Vendor Integration Complexity: Multiple systems (GIRO HASTUS, APC, SCADA) needed coordinated integration.
Security Vulnerabilities: Public trip planners exposed through unprotected endpoints and lacked layered security.
Lack of Unified Governance: No central accountability structure for digital modernization efforts.

Methodology & Governance

A structured delivery model integrated PMI-based project controls with Agile development for adaptive rollout:

Agile-PMI Hybrid Delivery: Sprint-based execution layered over formal scope, cost, and risk management.
Work Breakdown Structure (WBS): Defined planning, design, integration, and deployment tasks.
Governance Oversight: Stakeholder roles and approvals structured through RACI and RAM models.
Program Management Frameworks: Reporting aligned with Clarity PPM dashboards and biweekly steering updates.
Documentation & Traceability: Centralized repositories captured designs, test plans, and compliance checklists.

Solution Overview

The deployed solution provided a secure, real-time, multi-modal trip planner integrated with core systems and public interfaces:

Platform Foundation: HASTINFO 2015, Microsoft SQL, CSS, and Google Maps API for route rendering.
System Integration: Real-time data pulled from SCADA, APC, and VoIP systems; integration with LRT operations.
Security Architecture: SSL encryption, DMZ firewalls, and role-based access controlled web access.
Accessibility Compliance: WCAG 2.0 Level AA interface tested with AODA consultants.
Vendor Collaboration: Partnered with GIRO, Acoral APC, InfoDev, and internal Telecom/IT teams.

Implementation Phases

Phases aligned with PMI’s five process groups for delivery traceability and governance:

Initiation and Planning:
- Requirements workshops conducted with all departments.
- WBS developed and baseline schedule approved by RAMP steering group.
Execution: System Design and Development:
- HASTINFO customized for regional routing and data feeds.
- API and UI/UX elements developed in Agile sprints.
Execution: Integration and Testing:
- Interfaces connected to SCADA, APC, and trip planning systems.
- Unit, integration, and user acceptance testing conducted.
Execution: Security and Accessibility Compliance:
- Penetration testing and WCAG audits executed.
- DMZ and SSL configurations validated.
Execution: Training and Documentation:
- Over 200 users trained across operations and customer service.
- Support manuals, SOPs, and process guides created.
Monitoring, Acceptance, and Closure:
- Post-implementation review conducted; success metrics validated.
- Final approval obtained; artifacts archived for reuse.

Risk Management

Risks were mitigated through layered controls, stakeholder alignment, and adaptive rollout:

Integration Complexity: Staggered go-live allowed for parallel legacy operations.
Accessibility Risks: Pre-launch testing by AODA specialists ensured compliance.
Cybersecurity Threats: Multi-layered protection and real-time traffic monitoring deployed.
Vendor Coordination: Formal SLAs and QA inspections ensured deliverable quality.
Governance Gaps: RAM and RACI matrices clarified accountability and review cycles.

Results & Impact

The project delivered significant operational and user-facing improvements:

Passenger Satisfaction: 92% satisfaction rate; 43% reduction in planning time.
Operational Benefits: 30% decrease in scheduling errors; faster incident response.
Developer Ecosystem: 15+ third-party applications built using the open trip planning API.
Compliance Achieved: Certified AODA and WCAG 2.0 Level AA across all modules.

Lessons Learned

Multi-Stakeholder Mapping Reduces Delays: Clear ownership using RACI/RAM accelerated execution.
Pre-Launch Accessibility Audits Are Critical: Early fixes avoided post-launch remediation.
Security Must Be Layered and Real-Time: Combining encryption, DMZ, and monitoring ensured protection.
Training Boosts Service Quality: Investing in end-user readiness supported smoother transition.
Documentation Enables Expansion: Templates now used for future mobile and API projects.

Conclusion

The Advanced Trip Planner initiative proved that a secure, real-time, and inclusive transit platform can dramatically improve public service delivery. The agency now benefits from a scalable architecture that supports multi-modal integration, open data, and accessible experiences—positioning it as a digital mobility leader for years to come.

Call to Action

Are you looking to modernize your transit operations and enhance real-time passenger experience? We partner with public transit authorities and digital agencies to deliver accessible, secure, and scalable platforms aligned with modern IT and mobility standards.