Despite its promising features, including real-time bus tracking, route mapping, and an SOS button, the Chennai Bus app has failed to gain widespread adoption among commuters in the city. A recent survey conducted by the Citizen Consumer and Civic Action Group (CAG) revealed that only a small fraction of MTC bus users actively use the app. Out of 506 commuters surveyed, 161 respondents, roughly 32%, reported having downloaded the app. However, the frequency of its use is dismal, with 70% of users seldom engaging with it, and only 7% using it daily.
The app’s limited appeal highlights a gap between its potential and its practical usage. One of the major barriers to adoption is access to smartphones. The study found that 43% of MTC commuters lack smartphones capable of running the app. A significant 34% still rely on basic mobile phones, and 9% do not use any mobile devices. This presents a challenge for the app’s outreach, as it cannot cater to a large segment of the population who either cannot download it or face connectivity issues.
Functionality issues further contribute to the app’s low usage. The survey identified several complaints about the app’s performance, including frequent freezing, inaccurate bus information, poor GPS tracking, and a lack of updates on route changes. Commuters also noted the absence of crucial details such as the type of bus arriving (e.g., ordinary, deluxe, AC), and the inability to purchase tickets through the app. These issues undermine the app’s intended goal of simplifying travel for Chennai’s bus users, especially those unfamiliar with the city’s routes.
Sustainability-wise, the Chennai Bus app could play a pivotal role in reducing the city’s traffic congestion and environmental impact by encouraging public transport usage. However, the app’s current inefficiencies detract from its sustainability potential. For a city like Chennai, which faces growing urbanisation and environmental challenges, an improved, user-friendly app could incentivise more people to choose buses over private vehicles, ultimately contributing to a more sustainable transport system. To reach its full potential, the app needs a major overhaul to resolve its technical glitches, ensure accessibility for all commuters, and integrate features that align with modern urban mobility needs.
