Project: MR13 - Challenges in monitoring and evaluating the public's feedback concerning the travel information marketplace

Reference: R154

Last update: 10/04/2007 16:39:34


1. to identify and critically review examples in the academic and industry literature of attempts to obtain and evaluate public feedback concerning travel information;
2. to examine the current approaches to evaluating public feedback within the Transport Direct Programme;
3. to determine what ambiguities and gaps potentially exist in the feedback considered in 1. and 2.;
4. to explore research methodology options and approaches that could remedy such ambiguities and gaps; and
5. to provide recommendations (with identification of costs and benefits) for the future evaluation of public feedback within the Transport Direct Programme.
6. to determine what information needs to be collected to identify the key features on the portal which drive overall perception of the portal's reputation.


It is expected that objectives 1 and 2 would be addressed through a desk study exercise that would be reliant upon the acquisition of published (and 'grey') literature and upon the expert knowledge of the contractor in terms of their experience with and understanding of the travel information field and associated methodological approaches to public feedback. Such a desk study exercise should take approximately one month to complete.

In addressing objective 3 the contractor is required to develop a conceptual framework that clearly categorizes the types of ambiguities and gaps believed to exist in relation to being able to address the key questions of evaluation and policy objectives. Such a framework should be orientated towards the specific evaluation needs for the Transport Direct Programme. It is anticipated that to fully address the third objective and also the fourth, qualitative consultation with the public will be required and may take the form of a series of focus groups or in-depth one-to-one interviews. Addressing objectives 3 and 4 is therefore expected to take up to four months.

In addressing objective 5 it is envisaged that a small number of interviews be conducted with key stakeholders in the Transport Direct Programme including the Chairman and Chief Executive. Insights from such interviews should inform the formulation of recommendations and the writing of the final report. It is expected that objective 5 and the report writing should take no more than two months.


Vipre (UK) Ltd
Suite 8, 2nd Floor Crown House, 1 Crown Square, Woking, Surrey, GU21 6HR

Contract details

Cost to the Department: £60,000.00

Actual start date: 24 June 2006

Actual completion date: 01 October 2006