Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers

Abstract

Metropolitan Area’s (RMBA for its Spanish acronym) collective public, offers to it’s users daily provision conditions that result in an unsatisfactory travel experience. Those who use the service not only don’t know which the existing ways are to make possible complaints, but also distrust the ability to solve their problems. This situation highlights a central dimension involved in the relationship between providers, control entities and users and is linked to the production, circulation and use of the information emerging in the system. This article aims to put into a methodological consideration the existing institutional channels, the representations that have in this regard those who make the complaints and the treatment given to the claims by the corresponding institutions. At present, we hypothesize that the ability of regulatory bodies to produce, process and use the information collected is limited, fragmented and unsystematic. This condition reinforces the disadvantageous positioning of the users due to the weaknesses that the institutional tools have to approach the measurement of the representations of those who make use of the services.