Bring back tram status updates on the NET website

Posted 16 days ago by James White

Post a topic

James White

Recent changes to the NET website have removed direct updates about the Tram network and disruptions on the zones. The status widget used to report per zone information. Now when there is an incident, this just directs you to your Facebook page.

Not everyone has or wants to use Facebook and redirecting to a third party for information about important updates on the service isn't great. You should provide direct updates on your own website and not make people go to a social channel for it.

While the NETGO app has service updates, the data for this isn't publicly consumable or available either, at least your website was publicly available information when such incidents occurred.

Please consider displaying direct information on disruptions on your website again. The change is a backwards step on the information being easily available.

1 Votes

2 Comments

James White posted 15 days ago

Hi Luke,

Thanks for your reply and for taking the time to provide further information on the changes.

It is promising that is sounds like this is temporary and the intention is to bring back direct network/service status updates on the NET website soon. I appreciate the comprehensive details provided on the reasons behind it.

It would be great to have some version of the service status widget return which doesn't go to a third-party for the full details. Facebook is historically difficult to get information when you do not have an account.

I look forward to seeing the developments of the new service status/disruption details.

0 Votes

Luke Taylor posted 15 days ago Admin

Hi James

Thank you for your feedback.

I understand your frustration, but I would like to share some details about the reason for the changes. In short, the changes are temporary and we're working on something new.

We are currently in the process of developing our website. We're in the process of redesigning the website and it's content and this includes improving the information we publish during disruptions.

We work on a traffic light system when talking about our service levels. The website offered a service status band which also referred to the short hop zones. The issue with this service status band is mainly internal, as it was very difficult and long winded to update and not really practical to update during service disruption. The zones impacted are also not a great way to update our customers, as when an issue occurs in one of the zones, the likelihood is the whole network will be impacted in some way.

The updates gave a short description of the issue and alternative services available but we're unable to add any images or links, which would be useful to customers.

We have recently redesigned the website's homepage and in doing so, the band was removed from all pages, apart from the homepage. Currently, when our services are disrupted, the link to view more detail directs customers to our Facebook page, as this platform contains the most amount of information, including network disruption maps showing where the alternative transport is. We may also link our support pages which have even more detailed information and Google Map links so customers can be directed to the correct bus stop.

In future, we will be directing customers to a dedicated service disruption which sits on the main website. I will ask for a basic version to be introduced as soon as possible so we can update with some information during disruption, but the bigger plans are to have something which shows the full network map and highlights areas with extended wait times or closed stops during disruption.

I'm sorry that the current changes are not appropriate for you, but bear with us and we'll have some further updates to our website in the near future.

Regards

Luke Taylor

Customer Experience Manager

1 Votes