Faster, easier, more convenient: the Dortmund public transport company DSW21 has systematically digitalised its lost property management, which offers passengers numerous advantages. The corresponding online tool "Nova Find" is now integrated into both the website www.bus-und-bahn.de and the DSW21 app. It can also be accessed directly via the Internet address www.bus-und-bahn.de/fundsachen. Passengers can search for lost items using photos, various categories and detailed descriptions. They also have the option of filing a lost property report themselves - and are automatically notified later if they find something.

To the digital lost property office

Several hundred items are currently waiting to be collected by their owners at DSW21. These range from a forgotten wallet or sports bag to a rollator or children's bicycle.

Offering the best possible assistance

Madlen Spinzig, Head of Operations and Marketing at DSW21, says: "We are constantly thinking about how we can further improve our customer service and make processes even more passenger-friendly. Leaving something on the bus or in the tram is simply annoying. We always want to offer the best possible assistance at this point. With the new solution, which is already being used by a number of other transport companies, we are taking this to the next level."

DSW21 digitalisation officer Andreas Hibbeln adds: "Our colleagues in the transport service all have their own service tablet. This is a good prerequisite for the digital recording of lost property and the new solution as a whole. But of course we had to fundamentally adapt our processes in advance and also carry out appropriate training. Over the past few months, we have carefully entered all found items into the "Nova Find" online tool. I am convinced that this will pay off in the coming months and that we will achieve an even higher find rate."

Further development potential

During a transition phase, DSW21 will continue to support the traditional search for a lost item: The "Help & Contact" section of the website www.bus-und-bahn.de contains the relevant telephone contact points. And, of course, the colleagues in the DSW21 customer centres are also available to provide help and advice in the event of loss. Madlen Spinzig says: "We always keep an eye on all passenger groups, but of course we want to direct as many of them as possible to our new online tool because it offers numerous advantages."

In the long term, its use could also make direct networking with public offices or authorities conceivable. "There is definitely a lot of potential in this story for the future. In principle, there is the possibility of making the lost property search even more effective and efficient. We will continue to explore this in the interests of our passengers," says Andreas Hibbeln.