Future commuters will receive information from BVG (Berliner Verkehrsbetriebe)
In response to daily complaints about delays, disruptions, and breakdowns on its U-Bahn system, Berlin Transport Company (BVG) is rolling out live and direct announcements from its control center this summer. The change aims to offer customers more timely and personalized information.
Ulrich Ludwig, passenger information manager at BVG for the past four years, will now be the voice heard by customers, according to BVG spokesperson Christopher Land. Ludwig will operate from his workstation on the 1st floor of the Berlin U-Bahn control center in Friedrichsfelde (Lichtenberg district), which is equipped with six large monitors for him to keep an eye on the entire city's 175 stations.
Two decades ago, BVG automated announcements at stations with pre-recorded messages. Now, Ludwig and six other passenger information team members will personally inform customers about disruptions, breakdowns, or emergencies, as well as the idiosyncrasies of U-Bahn life.
In preparation for this change, the passenger information team attended a one-day workshop with speech coach and former radio presenter Steffen Popp, who emphasized the importance of using simple language and personal communication. Popp highlighted that passengers often feel stressed and isolated during delays, so direct communication is essential in addressing their concerns. He also suggested encouraging passengers to gently tap those wearing noise-cancelling headphones to make them aware of announcements.
To accommodate Berlin's diverse population, BVG plans to introduce AI solutions by summer or fall to translate their personal announcements into English. In the meantime, all announcements will be recorded personally, initially as a trial run. The seven employees will be on duty year-round in the control center, handling passenger announcements, and prioritizing their responses if multiple disruptions occur simultaneously.
For Ulrich Ludwig, this new approach represents a positive change, allowing him to communicate more freely, which suits him well. While the details of the live announcements' format and technology are not specified, the move aligns with BVG’s broader efforts to enhance the overall customer experience and improve operational efficiency.
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- Ulrich Ludwig, who has been the passenger information manager at BVG for four years, will now deliver live announcements about the U-Bahn system, addressing disruptions, breakdowns, or emergencies, using simple language to ease passenger stress and communicate more personally.
- To cater to Berlin's diverse population, the Berlin Transport Company (BVG) plans to implement AI solutions by summer or fall to translate their personal announcements into English, supplementing the live announcements delivered by Ludwig and his team, ensuring timely and accessible information for all passengers.
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