Case One - BMTC The Bangalore MetroPolitan Transport Corporation (BMTC), is a government agency that operates public transport

bus service in Bangalore. BMTC came into existence in 1997 as a result of a split of the Karnataka State Road Transport Corporation, in the context of the city's expansion and to provide safe, reliable, clean and affordable public transportation to the city and suburban areas of Bangalore. The Bangalore Transport Service (BTS) became Bangalore Metropolitan Transport Corporation and the colour scheme was changed from red to a blue and white combination. Now, BMTC remains a division of KSRTC (Karnataka State Road Transport Corporation). It is one of the few undertakings to introduce pneumatic doors in India even in its fleet of ordinary buses to provide safety for passengers. Prior to this, only some luxury buses in India had pneumatic doors. BMTC buses operate the longest city bus route in India: Route No.600 (circular bus route) which starts from Banashankari and covers 117kms round trip to reach Banashankari. It leads by example in being the only Bus Corporation within the city of Bangalore to ferry more than 4.2 million commuters. The organization comprises a fleet of over 6082 buses covering an area encompassed with a radius of 36 kilometers from the city centre. In a day BMTC operates on 583 city and 1785 sub urban routes, running 13 lakhs kilometers and making 79150 trips. It has a 31000 strong labour force to carry out different aspects of BMTC bus operations.

BMTCs stronghold in the area of public transportation in Bangalore is a testimony to its adoption of sound Management, HR, Quality and Environmental Policies. The corporation also strives to bring about increased passenger comfort by integrating Intelligent Transport Systems (ITS) and Passenger Information system (PIS) in its daily operations. This helps to monitor its services better and provide quality services. Public feedback is also an important input in BMTC operations; a state of the art control centre is envisioned for the near future which will be a one point contact for addressing customer queries and feedback.

Volvo based Bangalore International Airport Limited (BIAL) services also known as Vayu Vajra offers high end air conditioned comfort to passengers in an effort to wean them away from personalized mode of travel. The service is available round the clock providing seamless connectivity between important areas of the city and BIAL. Stops are limited and service is express. Once you disembark and enter the Bengaluru International Airport terminal, you may be pardoned if you wonder you already are in the departure lounge thanks to the huge LCD panel displaying departure schedules. Look closer and you realise the LCD screen displays the departure timings of the Vayu Vajra (Airport special) services of the BMTC, part of its pilot project to offer real-time passenger information of buses to and from the airport. BMTC has installed similar LED panels that announce the arrival of Vayu Vajra coaches at bus shelters across the city. Having earned praise for its airport service, the BMTC decided to add value to attract more commuters and began working with the State owned Keonics to provide information. Vayu Vajra coaches, fitted with Global Positioning System (GPS), are connected to the BMTC control room, which in turn transmits the information to the display system. Apart from the LCD panel at the airport LED boards have been installed at various bus terminals. The LCD panel at the airport terminal displays departure time of buses on various routes from the airport to the city, vehicle number scheduled for the route, destination (last stop), any change in schedule and the BMTC contact number for enquiry. The system provides routewise fare structure and all information is in English and Kannada. Once the system stabilise, passengers could get information via SMS about arrival of buses. For BMTC, the GPS will help track buses, checking whether drivers speed or have skipped any stop. Recently BMTC has come out with a concept of celebrating BUS DAY on the fourth of every month to encourage commuters to utilise its services and avoid personalized commuting.

Being the first in the country to introduce intra-city Volvo buses they were well received on the IT sector routes but are now patronised on all routes in the city. BMTC has the record for making profits consistently for years and is one of the few public sector undertakings in Asia to make profits. There lies the success story of BMTC.

Questions:

1. How has IT helped in enhancing the services of BMTC? 2. Incorporation of systems in a public transport company like BMTC Is it possible or is it a waste of resources. Discuss.