Abstract
Guatemala City’s public transportation system is formed by two different systems. One of them is a Bus Rapid Transit (BRT) and it is controlled by the Government and the other one is the traditional bus system which is owned by the private sector. The service provided by the BRT is very efficient and satisfactory in contrast with the one provided by the private companies which shows a lot of inefficiencies and problems. This research suggests and proposes a service design on the public transportation system in order to come out with a solution to the majority of its problems and inefficiencies, by integrating both current systems though the implementation of Advance Public Transportation Systems (APTS); the proposition of a financial process for the infrastructure and APTS acquisition, clearing process and fare collection, the standardization of the service providers’ management and operational processes to fit the new service process flow and deployed technology; and finally the improvement of the service’s touch-points to match them with what users perceive is should have in order to be a service of good quality.