Understanding Work In Public Transport Management Control Rooms

Urban transport systems are increasingly important for modern cities as they provide sustainable transport and a positive social environment. The systems that allow controlling transport infrastructures integrate many legacy systems and require increasing resources for maintenance. Authorities managing public transport facilities not only need to dynamically adapt to the daily fluctuations in city life, but they also strive to be in constant dialogue with the citizens. In this poster paper, we present our preliminary insights from a study where we looked closely at the operations centre of a light rail and bus operator in a major German city. Through contextual inquiry, we chart emerging issues and design challenges. We showcase how urban facility managers negotiate legacy systems and cooperate with each other to keep transport systems functioning.