New Advances in Customer Communications Copyright © MV Transportation Technologies, Inc. Presenter: Marsha Moore Chief Information Officer MV Technologies
Copyright © MV Transportation Technologies, Inc. Types of Technology to Assist with: Passenger Communication Dispatch / Driver Communication Management Communication
Copyright © MV Transportation Technologies, Inc. Passenger Communication Waiting for a bus? Will it be here soon? Have I missed it?
Copyright © MV Transportation Technologies, Inc. Centralized IVR,Text, and Web System Driver Line Where’ s My Ride Trip Confirm /Cancel Bus is Late Vehicle Call Ahead Client No Show / Suspens ion Service Interru ption Wake up calls Office Open Verifica tion Next bus? Book Reserv ations Central Messaging System
Copyright © MV Transportation Technologies, Inc. Passenger Communication Agency Kiosk
Copyright © MV Transportation Technologies, Inc. Passenger Communication Builds Confidence Reduces Anxiety Reduces No Shows Reduces the Effect of the Paratransit “Window” Reduces Cost of Call Center Operations Can Lead to Increased Ridership
Copyright © MV Transportation Technologies, Inc. New Concept: “The Button” for Deviated Fixed Route/Flex Route Passenger Presses a “Button” or sends a text to summon the bus Correct vehicle is notified That vehicle “deviates” to pickup the waiting passenger The passenger is informed of the estimated arrival time
Copyright © MV Transportation Technologies, Inc. The “Button” On the Microsoft Campus, the “Button” Reduced Loop Time from 29 minutes to 16 minutes on Main Campus Provides ability to create new types of service
Copyright © MV Transportation Technologies, Inc. Driver Line How does it work? When scheduling done, run TRIM program to adjust start times for drivers ○ Usually minutes max ○ Trims slack out of schedule ○ Backs up start times so we get to first pick at the early part of the window Run UPLOAD program to send all start times to the “Driver Line Drivers call in using their Employee ID They are told their start time for tomorrow Asked to TYPE in their start time they heard System tracks who called and what time
Copyright © MV Transportation Technologies, Inc. Driver Line Ability to vary start times on a daily basis Window of Opportunity 30 – 60 min Can greatly reduce cost Can increase on-time performance
Copyright © MV Transportation Technologies, Inc. Visibility of “Issues” Increased On-Time Performance Increased Productivity Smoother Operations Dispatcher / Driver Communication
Copyright © MV Transportation Technologies, Inc. Dispatcher Communication Smart Monitoring Late Pull Outs Driver Running Late Late Return to Yard Driver Running Late Excess Slack Unperformed Trips Lunch Monitoring No Show monitoring Vehicle Malfunction via Engine Monitoring
Copyright © MV Transportation Technologies, Inc. Fixed Fixed Communication Tools Trapeze Driver Timepoint Passenger MDT/Smart Notification Central Messaging
Copyright © MV Transportation Technologies, Inc. Ability to send drivers specific messages based on specific need ○ Pull out warning ○ Sitting too long ○ Go and Return from lunch ○ Return to yard Smart Notification
Copyright © MV Transportation Technologies, Inc. Alerts Notification of substandard performance Notification of stellar performance Feedback Schedule Improvements Speed Analysis Speed Setting Changes Run Cuts Management Communication
Copyright © MV Transportation Technologies, Inc. Executive Exception Reporting Automatic s Management Communication On Time Performance Yesterday (RealTime) DIV0003A-Marin (Fixed)66.67% DIV0064-LA (Fixed)69.65% DIV0160-Tahoe (Fixed)77.17% DIV0086-Monterey (Para)81.63% DIV0141-Oxnard (Para)85.90% DIV0012-Orlando (Para)86.38% DIV0067-Lodi (Fixed)89.66%
Copyright © MV Transportation Technologies, Inc. Real-time Feedback
Copyright © MV Transportation Technologies, Inc. On-time performance by Driver Route Time of Day Paratransit Speed analysis Dwell analysis Late pull outs NTD Reporting Feedback via Reporting
Copyright © MV Transportation Technologies, Inc.
Drill Down Capability
Copyright © MV Transportation Technologies, Inc. Integrated Communication GPS / AVL In-Vehicle Head Signs In-vehicle Video In-vehicle announce ment In-Vehicle Fare boxes Passenger Counters Dispatch Passenger s Manageme nt Electronic DVI
Copyright © MV Transportation Technologies, Inc.