Digital Service Innovation Supports Inclusive Public Transport Accessibility for Persons with Disabilities

DOI

10.2991/978-2-38476-589-8_38How to use a DOI?

Keywords

Digital service innovation; Inclusive public transport; Disability accessibility; Smart transportation systems; Indonesia public transport

Abstract

General Background: The rapid advancement of digital technologies is transforming public service delivery, including public transportation systems, with increasing emphasis on accessibility and social inclusion. Specific Background: In Indonesia, digital platforms have been progressively integrated into public transport to improve operational efficiency, transparency, and user participation, particularly in major cities such as Jakarta, Bandung, Semarang, and Yogyakarta. Knowledge Gap: However, limited empirical understanding exists regarding how digital service innovations support inclusive public transport for persons with disabilities across different regions and systems. Aims: This study aims to examine the application of digital technologies in fostering inclusivity in public transport systems for persons with disabilities in Indonesia. Results: Using a qualitative-descriptive approach based on regulatory analysis, interviews with 18 stakeholders, and 48 participants with physical, visual, and hearing-speech impairments, the findings indicate that digital tools such as e-ticketing, live service updates, integrated payment systems, ride-hailing applications, and trip-planning platforms improve convenience and accessibility. These systems provide features including screen reader compatibility, audiovisual guidance, Braille support, and seamless ticketing, enabling more independent and safe travel. However, accessibility remains uneven due to gaps in cross-operator integration, screen reader compatibility, audiovisual synchronization, and institutional capacity, resulting in regional disparities. Novelty: This study offers a multi-stakeholder analysis of digital service innovation in inclusive public transport across multiple Indonesian cities. Implications: The findings highlight the need for integrated digital systems and strengthened institutional capacity to support equitable and inclusive public transportation for persons with disabilities.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Tristania Pangaribuan
AU  - Oktolina Simatupang
PY  - 2026
DA  - 2026/06/18
TI  - Digital Service Innovation Supports Inclusive Public Transport Accessibility for Persons with Disabilities
BT  - Proceedings of the 1st International Conference on Communication and Digital Multimedia 2025 (ICCDM 2025)
PB  - Atlantis Press
SP  - 478
EP  - 487
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-589-8_38
DO  - 10.2991/978-2-38476-589-8_38
ID  - Pangaribuan2026
ER  -