San Francisco Paratransit Taxi Debit Card System APTA Bus and Paratransit Conference Cleveland, Ohio

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1 San Francisco Paratransit Taxi Debit Card System APTA Bus and Paratransit Conference Cleveland, Ohio

2 Eighth largest transit system in United States, by ridership Service Area: 49 square miles Service Area Population: 800,000 residents 750,000 weekday fixed route boarding's, approx. 150,000 senior/disabled 14,000 registered Paratransit riders (8,000 active taxi customers) 1.1 million annual paratransit trips (620,000 trips on taxi) SFMTA Overview 2

3 SF Paratransit SFMTA (Muni) has been providing paratransit services to the disabled community for over 31 years Taxi is a part of a network of Paratransit services including: SF Access: Traditional pre-scheduled, shared ride van services Group Van: Subscription van service for groups of individuals going to a single location, such as adult day health care center SFMTA contracts with a Paratransit Broker, Veolia Transportation, to manage Paratransit and they sub-contract with Taxi and Van Companies 3

4 Sedan Taxi service started in cabs currently in service Wheelchair Accessible Ramp Taxi service started in 1994 with 6 cabs 100 ramp taxis currently in service User choice Average trip cost $12.18 Average trip length: 3 miles Until recently, paper-based scrip used as taxi fare media SF Paratransit Taxi 4

5 New Taxi Fare Payment System: Debit Card Paratransit Taxi Debit Card System eliminates scrip and automates the fare payment process Magnetic swipe debit cards issued to all paratransit users for use as photo identification and electronic payment All SF Taxis equipped with In Taxi Equipment (ITE), which includes a smart meter, swipe reader, mobile data terminals & GPS Similar to a credit card transaction, the ITE communicates wirelessly with a central server that maintains customer accounts 5

6 Primary Goals of the Debit Card System Simplify fare payment Improve trip monitoring capacity, thereby reducing the potential for misuse and fraud Reduce costs associated with processing and storing scrip Automate the billing and reconciliation functions 6

7 Debit Card System Components Back Up Systems Broker System Debit Card Software System Internet Debit Card Hardware System (In-Taxi Equipment) Broker Software: manages and maintains customer eligibility information Debit Card Software System: manages the accounts for all paratransit taxi users, processes all taxi trip payment transactions, reconciles reimbursements between the Broker and the Taxi Companies Debit Card Hardware (ITE): communicates to the DCCS via the Internet Back Up Systems: Interactive Voice Response (IVR) System and manual forms run on a knuckle-buster 7

8 Debit Card Implementation Phase I: Software and Hardware Define software and hardware system requirements with technical experts - Procure Debit Card Software through RFP process - Develop approved vendor/equipment list and preferred equipment option through IFB process Software modifications to link legacy systems at Yellow Cab Cooperative and Luxor Cab to DCCS 8

9 Debit Card Implementation Phase II: Soft Launch, Outreach and Training Soft Launch Spring 2009 Over 200 paratransit taxi riders issued paratransit debit cards Four cab companies participated Implementation Team monitors system weekly 32 outreach sessions to over 1,000 Paratransit Taxi Customers Taxi driver training at each company 9

10 Debit Card Implementation Phase III: Full Implementation December 2009 All SF Paratransit Taxi Customers issued debit cards with instructional letter Scrip sales stopped 80% of fleet equipped with ITE Weekly monitoring meetings continue Additional Paratransit Broker staff hired to handle increase in calls 10

11 Issuing a Debit Card Paratransit Taxi Customer issued a new debit card when first registered, when re-certified, or when card is lost or stolen New card sent in mail with instructional letter, card must be activated (IVR process) Functions as ADA ID Card 11

12 Taking a Paratransit Taxi Ride Paratransit taxi customer adds value to card ($5 per $30 worth of service) Monthly allotment pre-determined Pre-pay option No more hoarding 12

13 Paratransit Taxi Customer Presents Debit Card and Driver Swipes 13

14 Final Swipe at End of Trip 14

15 Electronic Data Collection Trip Data Date Time & Location of pick up and drop off Cab & Driver number Customer information Meter amount Tip 10% of meter amount with a $2.00 maximum (customer s choice) 15

16 Sample Patron Data 16

17 Sample Geographic Data 17

18 Dashboard: A quick look at the data 18

19 Transactions Screen 19

20 Debit Card Benefits Better monitoring and enforcement of program rules Service area Wait trips Others not able to use debit card Over-tipping Improved cost controls for SFMTA Administrative benefits Reduction in admin costs for taxi co s Faster invoicing process Driver and passenger benefits ease of use 20

21 Improved Monitoring of Ramp Taxi Program Wheelchair pick-up data monitored very closely Monitor for three pickups per shift Ability to monitor all ramp drivers on a certain shift Working with SFMTA Taxi Division on progressive discipline (fines) for drivers not picking up and possible medallion revocation 21

22 Lessons Learned & Still Learning. Taxi Industry support is critical Local Weights and Measure need to be part of planning process Orientation and training must be on-going for both drivers and passengers Old habits are hard to change program rules now enforceable Be aware of the little things that can result in system outages 22

23 Next Steps Resolve outstanding W&M issues and install remaining 200 ITE units Add customer portal to website so paratransit taxi customers can review trip history and purchase value Analyze trends for planning purposes Ride distribution Services per neighborhood, Supervisor district Trip generator analysis -Dialysis center trips, regional center trips 23

24 Kate Toran, Paratransit Manager San Francisco Municipal Transportation Agency Tel TTY Fax

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