Revenue Collection Overview By John Arcuri Sr. Manager Revenue Systems

Department Responsibilities Countroom Process currency and coin for deposits Bus Yard Control revenue removal, issue buses, parking instructions, fill fare media Fare Collection Equipment Dispatch Monitor fare equipment, dispatch service or repair personnel Rail TVM Service Pull currency/coins, add tickets, add change, clear jams, resets Rail TVM Maintenance Repair/PM DART TVMs on the rail lines, inc. DCTA TVMs Bus and Rail Component repair

Revenue Staff Allocation Countroom – 1 mgr, 1 Sup, 2 Lead, 2 FTE, Temp pool Bus Yard – 1 Sup, 11 FTE, fill PTO and vacancies with Leads/OT TVM Service – 1 Sup, 8 FTE, plus 1 Revenue Truck Operator TVM Field Repair/PM – 1 Sup, 1 Lead, 12 FTE TVM/Bus component Repair – 1 Sup, 1 Lead, 6 FTE Equipment Dispatch – 1 Sup, 5 Leads Finance Department

Equipment and Features Genfare Vendstar TVM Accepts Bills, Coins, Credit cards (Verifone VX700) Validates magnetic vouchers Is the POE (power over ethernet) connection for tap cards validators Issues change SBA, Quarters, nickels

Genfare Oddysey Farebox Card Reader Bill Validator Coin Slot Ticket Printer Genfare Oddysey Farebox Accepts $1,$2,$5, and $10 without over ride Reads magnetic media from TVM Prints Roll feed tickets Connected to monitoring system to remotely view status.

Fare Media Stock Roll feed, thermal printing no magnetic stripe Sample Roll feed, thermal printing no magnetic stripe has metallic stripe with imbedded hologram on tickets tickets will require visual validation

Monitoring, Service, and Maintenance Process Genfare TVM Monitoring, Service, and Maintenance Process

Overview of TVM Service and Maintenance TVM and support staff numbers Factors that effect TVM TVM monitoring and staff deployment What we see, what we don’t see Response to stations Resource deployment methodology Refund Process

TVM count and maintenance staff count DART has 182 TVMs at 65 rail stations, along 90 miles of rail, throughout the 700 sq. mile service area. DART has 18 mechanics responsible for all TVM repairs and PM (plus TVM and bus farebox components) DART has an additional 8 people dedicated to TVM service (removing / replenishing cash and ticket stock) DART has 5 revenue leads responsible for monitoring the TVM performance 24 hours per day, 5 days per week and 16 hours a day, the other 2 days (2:00 AM– 6:30 PM). between 4 and 10 crews are in the field to service/repair machines

Factors that Affect TVM Performance Environmental Rain Extreme heat or cold Human Vandalism Incorrect operation Network Network or system disruptions Mechanical

TVM Monitoring and Staff Deployment Revenue Dispatcher Monitors TVM performance Dispatches based on prioritization and maintainer current location All TVM’s with same malfunction at any station – highest priority Highest transaction stations with multiple machines experiencing failures – next level Stations with only 2 TVMs both having a different type failure– 3rd priority Everything else – lowest priority Our objective is to always have at least 1 TVM at every station that will take cash for payment and 1 TVM that will accept credit cards for payment.

What dispatchers see remotely We are able to see the following immediately (99% of the time) Bill acceptor jams and malfunctions Ticket dispensing jams malfunctions Tickets stuck in validators Coin units jammed, empty, malfunctioning Network communications issues Credit card pinpad malfunctions Alarms Receipt printer issues

What dispatchers can’t see remotely Bill, Coin, Credit card insertion points disabled (due to vandalism, etc.) Screen damage preventing customer interaction (blank, cracked, etc.) While we do not see these things immediately, we do ask our technicians to check all machines at each station they visit to look for these issues and we run report to spot issues. Last CC transaction date/time, Last transaction date/time, etc. are examples of some of our reports that indicate there may be a problem.

Resource Deployment Methodology Given: All riders are expected to have valid proof of payment to ride Riders will attempt their purchase at multiple TVMs when necessary Riders will contact customer service for instructions if they encounter issues with their pass purchase. Fare enforcement will work with the riders to determine if there were multiple machine malfunctions at the boarding point. Police dispatchers can see TVM network screen Police/fare enforcement will contact revenue dispatcher Revenue dispatchers will notify police dispatch and customer call center of known outages.

Refund Process In the event that a rider fails to receive their pass, their change due, or both they may receive a replacement pass or a refund by requesting it via the call center. In most cases the TVM will issue a receipt to the customer indicating change due (no change given) or ticket not delivered (unable to issue). Malfunction receipts may be brought to DART HQ or mailed to customer service for processing. While DART refund request investigations can take up to 21 days, if video review or cash container audits are required, most cases are resolved and check issued within 7-10 days.

Conclusion DART handles count room activities like many other agencies 3 divisions counted at 1 central location, service picks up deposit daily The revenue Dispatcher is the central unit of our TVM service and maintenance processes. 24-7 all week days and 16 hours coverage on weekend Alarms monitored by DART Police DART is transitioning to mobile and tap card systems in hopes of accepting less cash on vehicles and platforms.

Questions