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Next Generation Customer Information System

SFMTA.com/NextGeneration

MuniMobile™, our ticketing app, has a new release with a new vendor! Say goodbye to the old and hello to the new! Download the new app now and enjoy an easy ride on Muni.

TIP: Single ticket rider? Clipper Mobile may be a good option for you! Visit our fares page (SFMTA.com/Fares) for more information on discount programs available only with Clipper.

Project Introduction

The San Francisco Municipal Transportation Agency (SFMTA) is developing a new real-time vehicle arrival and service update system for the Muni public transportation network which it operates. Known formally as the Next Generation Customer Information System, the project aims to provide customers with more accurate and contextual real-time information during their journey to increase public confidence in Muni and help customers take transit to their destinations quickly and reliably.

Project Timeline 
2017-2020
Public Outreach, Procurement and Contract Award
Completed
2021-2022
System Planning and Public Outreach
Completed
2022-2023
System Startup, Sign Replacement and Web Access
Completed
2023-2024
System Enhancements and MuniMobile App
Completed
Cost Estimate
$25.4 million (Capital Expenses)
Project Status
Implementation / Construction

Muni customers have come to rely heavily on real-time transit arrival predictions to plan their trips and use Muni efficiently. The Next Generation Customer Information System will revamp the predictions infrastructure for the first time in two decades.

Guided by public input, staff research and extensive planning, the Next Generation System will contain new and innovative features that will position Muni to be more competitive in San Francisco’s changing transportation environment. High-level goals include:

  • Ensure a positive customer experience;
  • Increase equitable access to information;
  • Reduce waiting times and total travel time;
  • Shift people towards more sustainable transportation options;
  • Help customers make better travel decisions, particularly during service disruptions and gaps; and
  • Rebuild transit ridership as San Francisco recovers from the COVID-19 crisis and increase discretionary travel over the long-term;

The new system will:

  • Employ a more sophisticated and accurate vehicle arrival prediction algorithm
  • Replace existing text-based digital signs with enlarged ones that can display graphics;
  • Implement solar-powered signage to expand customer access to information at unpowered shelters and stops
  • Where applicable, reduce travel times by showing nearby alternative routes with shorter waits
  • Balance capacity by providing crowding alerts and suggesting parallel services with space available
  • Alerts and messages in multiple languages 
  • Strengthen Muni network connectivity by showing transfer connection times onboard vehicles (subsequent phase)
  • Provide real-time stop accessibility information and elevator / escalator outage alerts to facilitate travel for seniors and persons with disabilities
  • Push to talk button will be replaced by incorporating audio in signs 
  • Improve the rider experience via an enhanced mobile platform

New Mobile Application: 

The new MuniMobile is a mobile application designed to help public transit riders plan and navigate their trips and to purchase and use tickets on Muni, San Francisco’s public transit system. This app provides real-time predictions, trip planning functionality, step-by-step navigation, service alerts, and ticket purchases. 

The mobile application comes with various features: 

  • Provide real-time arrival predictions 

  • Display live map with current transit vehicle locations and nearby routes and stops 

  • Plan trips from point A to B and real-time trip itineraries 

  • Send notifications for frequent trips and service alerts 

  • Enable customers to purchase, activate, and use tickets on Muni 

  • Enable customers to submit feedback 

  • Support multiple languages (English, Spanish, Filipino/Tagalog, and Traditional Chinese) 

  • Comply with ADA standards 

 

Project Details, History or Features

For more information about the project, please refer to the Customer Information System overview presented to the SFMTA Board of Directors.  

Contact Information
Roya Afshar