promising practices in one-call/one-click services CTAA EXPO Conference June 3, 2015

Transcription

1 promising practices in one-call/one-click services CTAA EXPO Conference June 3, 2015

2 Technical assistance and advocacy for states, communi5es and regions, their transit systems, planning organiza5ons, and those involved with human service, employment, and non- emergency medical transporta5on. Transportation-Challenged Populations Community Transporta/on Associa/on of America

3 NCMM IS A PARTNERSHIP OF NCMM operates via a cooperative agreement with the Federal Transit Administration.

4 Janae Futrell Atlanta Regional Commission Liz Peak Jacksonville Transportation Authority Kim Angel Macon County Transit SPEAKERS

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6 Complaint Volume Jacksonville 6

7 Driving Need Rising cost of service delivery Decreased transportation funding Increased demand for specialized transportation services Underutilized paratransit vehicles caravan across large distances to same destinations Unproductive wait for medical passengers

8 Road Blocks Policies driven by funding formulas Staff time constraints Lack of automation and technology Different scheduling software Outdated computer hardware Overload of conflicting product information Varying sources for reporting information Limited technological knowledge and dedicated technological staff

9 Northeast FL Mobility Coalition Formed to: Create regional partnerships to improve the individual rider s travel experience and achieve cost savings Develop strategies to minimize gaps and duplications of service Produce a public transit and human services transportation action plan

10 Coalition Conclusions Providers had a strong desire to coordinate, but viewed as unattainable and not sustainable Agencies must work together to shift to a coordinated mobility model Technological tools and policy changes must be implemented

11 Primary Goal Develop and sustain a customer centered mobility management system. Coordinate a shift from decentralized transportation services to a centralized mobility management system of collaborating agencies focused on meeting the mobility needs of people.

12 1 2 Technological Innovations Shared scheduling software Mobile Data Terminals Web and phone based trip booking Regional Multi-Modal One- Call/One Click Transportation Resource Center

13 Expedia of ground transportation

14 One Call Center Option One toll free number Interactive voice response Community Transportation Coordinators (CTC) in directory, each with same resources Default CTC assigned to client If 3 errors, call routed to JTA Call Center Client may still call original local provider phone number

15 One Regional System Provider Perspective Unified without compromising data Pool of licenses Secure internet connections Shared servers and databases Agency specific data separation Secure server environment Expert IT staff and procedures Grant funded long term support 15

16 One Regional System Passenger Perspective Unified and consistent information No change in contact points Multi-modal information from origin to destination not stop to stop or county / agency specific hours a day, 7 days a week internet access (telephone access coming soon)

17 Project Challenges Staffing limitations and turnover Coordinating multiple vendors Outdated computer equipment Collection and migration of data Terminology & naming conventions Time between training and implementation Incorrect assumptions made

18 Overcoming Challenges Never Assume! Gain commitment from executives AND all project implementers Communicate, communicate, communicate Perform technology survey Upgrade before implementation n Complete Database cleanup Archive Delete old data especially client data

19 TransPortal Innovations q Paratransit Trip Booking q Interactive Voice Response System q Amtrak and motor coach dynamic pricing q Transit routes from across the state q Real-Time bus locations q More transportation options! 19

20 Share your success story Liz Peak Regional Services Coordinator Jacksonville Transportation Authority (904)

21 SoNCVet SoNCVet Southwestern NC One-Call One-Click Center for Veterans

22 Our Region SoNCVet

23 Who We Are SoNCVet Five Rural WNC Transit Systems Total Popula5on of the five coun5es: 126,636 Average Median Income: $36,839 Average Percent of Persons below poverty level: 22.5% Average Median Age: years Average Persons per Square Mile: 56.82

24 Our Customers ELDERLY - Average 22.8% of the popula5on in the five county area is age 65 and older, compared to 14.3% statewide average. DISABLED 20,529 Disabled persons in the five WNC coun5es (16% of the popula5on) POOR/WORKING POOR On average in the coun5es 22.5% of the popula5on is at or below the poverty level VETERANS 12,411 Veterans live in the five county area with need to access healthcare and other SoNCVet

25 Services & Challenges SoNCVet SERVICES Demand Response Services NEMT, Work, School, Senior Centers, Grocery & General Shopping Deviated Fixed Routes Dedicated runs to colleges VETERAN S TRANSPORTATION clinics, VA hospitals, as well as other transit needs SERVICE CHALLENGES Rising cost of demand response service delivery (fuel, aging fleets, etc.) Decreased opera5ng funds available Long distance travel to major medical facili5es/va centers (as much as miles one- way) Long hours of wait 5me for medical passengers No consistency in scheduling sonware

26 Ge9ng Started SoNCVet Partnership with Sonware Vendor Partnership with NCDOT Inter- local agreements with surrounding transit systems Buy- In from local government Boards and one non- profit Board for matching funds Lecers of Support from Veteran s Groups, Agencies, and Rural Planning Organiza5on

27 Partner Par<cipa<on SoNCVet Prior to getting the grant, worked with partners to identify coordination opportunities. In the past, coordination meant calling the other agencies to see if they could take a trip, and a manual process followed. Since getting the grant, the transit partners have: Acquired the same scheduling software Developed a Coordination model to share rides more effectively utilizing a software Coordination Trip Board developed by our technology partner We are forming a working group with local VSOs and other community groups to educate and disseminate information about the One Call / One Click service

28 New Technology SoNCVet All transit partners have acquired the same scheduling software and are using tablets onboard our vehicles Coming soon: Coordination Trip Board (for Transit Partners) Web-based trip booking Integrated Voice Response System A single 800 number

29 SoNCVet

30 Going Forward SoNCVet Applied for and was awarded grant to implement Fare Card ini5a5ve Fare Card will integrate with exis5ng technologies Demonstrate how technology can address the unique challenges of rural transit

31 Contact Informa<on SoNCVet Kim Angel Transit Director 5 W. Main St. Franklin, NC (828) kangel@maconnc.org

32 Janae Futrell Liz Peak Kim Angel CONTACT INFORMATION

33 Believe in Miracles and work to make them happen!

34 Sheryl Gross- Glaser Director, Partnership for Mobility Management, Na5onal Center for Mobility Management Community Transporta5on Associa5on of America