1. Revenue Collection Overview
By John Arcuri Sr. Manager
Revenue Systems

2. 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

3. 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

4. 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

5. 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.

6. 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

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

8. 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

9. 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

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

11. 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.

12. 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

15. 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.

16. 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.

18. 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.

19. 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.

20. Questions