I follow with interest the mobility-related market and its evolutions. These have passed through electronic payments, reservations, the dematerialization of the physical title pass through the use of cameras for the recognition of license plates.
All this under the eyes of the end users who were using the services without ultimately realizing it, continuing to consider the world of access control as “A bar that rises” or “A turnstile that turns”. This is true in itself, they are mechanical components that act “mechanically”. But what is it that has made mobility tools so fundamental?
First of all, I believe that the credit for technological innovation should be given to the various players in the sector, who are always attentive to the market and its needs, but also to the users who have had the ability to evolve in a reasonably short time. Today, mobility can count on license plate and volume recognition systems, and in many cases even biometric data. Smartphones have become the container of our passes, subscriptions or even simple tickets, for any public transport or for access to private facilities.
What is known as “User Experience” has become the focus of many manufacturers who have adapted to produce solutions that facilitate or speed up the use of mobility tools. In terms of customer service, therefore, and on the basis of the commercial sector surveyed, different responses emerge. People ask for ease in reaching a certain place, or the possibility of skipping queues or delays, or even to be able to book in advance and have the peace of mind of being able to have their reserved seat. All conveyed by an infrastructure of electronic payments that actually pushes this process.
If we are now going to think about what the best customer service should be, and how to make the customer experience easy and ongoing, we need to think not so much about the requests that come in, but about the ones that we can anticipate.
The data produced by each of us, we know, are used, in an anonymous form, for commercial suggestions or notifications that update us on the various interests that we have indicated.
Nowadays those who work in the Mobility sector know the value of the customer and know that it is important to know what he needs both within the eventual structure that hosts him but above all what has pushed a customer to make that particular choice.
Municipalities themselves are beginning to analyze traffic flows according to the external factors that influence them. The transit from the electronic gates generates a census of the passages that in turn give rise to diagrams that highlight the flow and the eventual congestion.
In a broader context, the possibility for a parking manager or a municipalized company to have information that will allow them to organize themselves better, giving a better and better service, I think it could be the best expression of the use of new technologies.
Like an ant colony that carries on in an orderly fashion with its workload, an ecosystem for managing the information that is collected or exchanged will recreate a context in which organization and information facilitate the service experience.
The ability or capacity to process ever-increasing information should also consider related activities, such as field maintenance for example.
The concept of preventive maintenance is now a quality standard in the vast majority of products with mechanical components. Laboratory analysis, breaking and strength tests make the individual component its identity card, certifying its life cycle.
What happens during the life of the product is therefore entrusted to the factory data.
If we could track any breakages, jams, or even offline equipment, we could define a statistical model that would inform us of a potential incoming problem.
To have the possibility of a continuous feedback of the state of operation of the product, would imply a drastic decrease of the interventions on demand to the advantage of a greater planning, migrating in fact from a model of preventive maintenance to a predictive one.
With this concept, I don’t mean the yellow light in the car reminding us to do maintenance, but I mean a system of constant dialogue with the components that run a system.
Yes but how?
By “system” we mean the combination of mechanical and software components. The control center of the metropolitan road system is a system, as are those that manage parking lots, stadiums, fairs. These are called upon to manage the processes and functions that the various parts must perform. If we could insert, behind every command, a verification of the effective operation or the reception of the same by the component and we could collect and measure these data, we would be able to predict the life of the single machine or equipment to the advantage of the system and its longevity.
We now have the ability to process a large amount of information, but it must be generated. Moreover, new technologies in the field of data transmission would facilitate this process, making the transfer very fast, almost immediate.
This reasoning is aimed at better understanding which professional figures can or should be involved in the Mobility process.
Now at R&D level BIg Data Analyst figures are appearing in the development staff, IoT experts are collaborating to make intercommunications more and more independent and experts in this field are moving their competences on new technologies and the relationships between them.
What I see, today, is a focus on people, on their habits, where machines are being replaced by services, where hardware is increasingly replaced by software and where business models are turning from “One Shot” sales to annual “Fee” or “Pay per Use” models.
We will see in the next few years how the integration and promotion of 5G will also affect the world of Mobility.