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More automatic valet parking and self-driving tow vehicles.

I want to enhance two other ideas I have talked about. The first was the early adoption of self-driving cars for parking. As I noted, long before we will accept these cars on the road we’ll be willing to accept automatic parking technology in specially equipped parking lots that lets us get something that’s effectively valet parking.

I also wrote about teleoperation of drive-by-wire cars for valet parking as a way to get this even earlier.

Valet parking has a lot of advantages. (I often joke, “I want to be a Valet. They get all the best parking spots” when I see a Valet Parking Only sign.) We’ve given up to 60% of our real estate to cars, a lot of that to parking. It’s not just denser, though. It can make a lot of sense at transportation hubs like airports, where people are carrying things and want to drive right up close with their car and walk right in. This is particularly valuable in my concept of the minimalist airport, where you just drive your car up to the fence at the back of the airport and walk through a security gate at the fence right onto your plane, leaving a valet to move your car somewhere, since you can’t keep it at the gate.

But valet parking breaks down if you have to move the cars very far, because the longer it takes to do this, the fewer cars you can handle per valet, and if the flow is imbalanced, you also have to get valets back quickly even if there isn’t another car that needs to come back. Valet parking works best of all when you can predict the need for your car a few minutes in advance and signal it from your cell phone. (I stayed at a hotel once with nothing but valet parking. The rooms were far enough from the door, however, that if you called from your room phone, your car was often there when you got to the lobby.)

So I’m now imagining that as cars get more and more drive-by-wire features, that a standardized data connection be created (like a trailer hitch brake connection, but even more standard) so that it’s possible to plug in a “valet unit.” This means the cars would not have any extra costs, but the parking lots would be able to plug in units to assist in the automated moving of the cars.  read more »

Videocall terminals, with scanners and printers, for customer service

I just went through a hellish weekend at the hands of United Airlines, trying to change planes at Dulles on Saturday, and not getting to California until Monday. I wasn’t alone, and while I do wish to vent at the airline, there are things that could have been better with a bit of new thinking.

As flights were canceled or delayed, and planes filled up, for most customers the only answer was the customer service centers inside the terminals. These quickly had lines of hundreds of people with waits of several hours. In some cases, just for simple transactions like getting a hotel voucher because you had been moved to the next day. (While it is possible to get such vouchers at the ticketing desks outside the secure area, Dulles is not an easy airport to move around, and people were reluctant to take the shuttles to the master terminal and leave the secure area without knowing their fate.)

Among the many things the airline is to be faulted for is having no real way to deal with the huge numbers of customers who need service when a cascading problem occurs. Multi-hour waits simply don’t cut it. The answer lies in extending the facilities of the self-service kiosks. At those kiosks you can do basic check-in, changes of seating and some other minor changes. You go up, put in your card or confirmation number, and you can do some transactions. You can also pick up the phone and talk to an agent sitting in their Nova Scotia call center. The kiosk has a printer that can print boarding passes. Unfortunately the agents are not empowered to do more than help you with what the kiosk can do. They can’t be like the other customer service agents and rebook flights or issue vouchers.

When you have a big company like an airline, that may suddenly need hundreds of agents for one trouble spot, video kiosks with printers (and scanners) seem like a great idea. Stations could be installed where customers can come and talk to an agent by videocall. They can feed documents into scanners or show them to the camera. They can feed documents into hoppers that will destroy them if that’s needed. And a more full printer could print them any documents they need — boarding passes, tickets, hotel, food and transportation vouchers. In fact, unless agents have to physically handle luggage or control who gets on a plane, they don’t need to be right there at all.

Of course this is not as personal as a live human in front of you. But it’s much better than a phone agent (and lots of listening to Rhapsody in Blue.) And, if the need arises, you can suddenly have 100 agents serving a problem area instead of 5, and focus the on-site agents on on-site problems.

Of course, the scanners and printers are only needed at rare intervals during the transactions, so another approach would be to let people have a combined web/videocall experience on any laptop computer, and to contract with the providers of airport wifi service to make access to the airline’s support website a free feature. Do that and suddenly there can be a thousand customer service videoconference tools in an airport that needs one. (They can all show video, and a growing number of laptops can also send it.) A smaller bank of scanners and printers can handle the portions of the transaction that need that. For example, you contact customer service on the laptop and the agent tells you to line up at scanner #5 and scan your documents. Then you work out your problems, and the agent tells you to go to printer #3 and get your new documents. (Destruction of old documents can be handled by the machine or possibly an on-site agent who does little but that.)

In fact, a lot of the stuff done at airport gates could be done this way. All the hassling at the desk is easy to do remotely. Only the actual ushering onto the planes needs live people. It may be less personal but I would rather have this than standing in line for long periods. They key factor is the ability to move agents around to where they are needed in an instant, so that there is no waiting (and little wasted time by agents.)

Of course, agents can also be very far away. Though I would resist the temptation to make them too far away (like India.) Not that there aren’t good workers in India but too many companies fall for the temptation to get employees in India that are even cheaper than the good ones, and simply not up to the jobs they are given. The Nova Scotia crew were helpful and their distance was not a problem.

This principle can apply to conference and tradeshow registration as well. Why fly in staff to a remote tradeshow to do such jobs which tend to be quite bursty. Have local staff to man scanners and printers, and remote staff to talk on the videophone and solve my problems. It’s so much cheaper than the cost of transporting and housing staff.

Of course, you can also just plain have a good internet/web customer service center. But I’m talking here about the problem of people who are at your facility, and deserve more than that. They need a live person to solve their problems, they need to combine what they can do on the computer with what a skilled (and authorized) agent can make happen, and because they are on location and upset, and not just at home on the computer, they deserve the expense of a bit more money to provide good service.  read more »

Can't we have a lottery to decide who gets the first primary?

Legacy politics assured that Iowa and New Hampshire would get the lead in setting the political agenda of a Presidential race. If you can't please them, it's hard to get nominated. And now they protect this position as hard as they can. Florida tried to move and got slapped.

There is a better way. There should be a lottery, or simply a rotation, on who gets to go first each time. All parties in a state would have to agree, but I can't see why not, and really all you need is the Republicans and Democrats. Hold the lottery several years in advance.

Letting states or regions be equal is probably best. I originally thought you might allocate chances by state size but in fact you don't want big states first. Only states that want to participate, and have their event early would be in the pool. Any state could participate in a super Tuesday or other such later events without having to win the lottery. Iowa and New Hampshire would not be permitted to participate in the lottery for 50 years -- they've had their say!

A rotation might be even better, though it would have to initially be set by lottery. To make the rotation go faster, depending on how many states want the position, there could be a couple of "first" slots and 3 or 4 "second" slots allowing 5-6 states to be important each time. A rotation however has a problem when one state changes its mind and wants to join the early pool.

Of course, you might ask, why not actually have a deliberative process, where the states are carefully chosen to be more of a cross section of the general public? It sounds good, but little stops this now other than party cooperation, and it hasn't taken place. Of course the parties may well feel that Iowa or New Hampshire push their opponents in ways they want them pushed, but this should balance. And Iowa is certainly not representative -- as it is now popular to point out, a lot more people play World of Warcraft and live in urban condos than are family farmers. As it stands now the parties have to field candidates who won't piss off the Iowa or NH voter too much, and that's wrong, because it may be necessary for the right candidate to take stances against the interest of these minorities.

Update: It is suggested that some states, like California, are simply too huge to do an early primary, because candidates can't yet afford to campaign somewhere that big, nor can they get intimate with the public. I agree, and so possibly the largest states would have to bow out of the system. Or perhaps they could hold mini-primaries for just a small portion of the state if they win the lottery, and the rest of the state would vote later, on a Super-Tuesday or similar. This does mean for example that the Democratic primary might be in San Francisco, and the Republican one in Orange County, surveying very different voters. The regions could compete in the lottery rather than the state, assuming the state assigns delegates by geography.