OneStop Shop Mobility Management The Convergence of OneClick

One-Stop Shop Mobility Management: The Convergence of One-Click Systems, Paratransit Booking/Scheduling Software, and Mobile Technologies Will Rodman Cal. ACT 2017 Spring Conference | The Resort at Squaw Valley, Olympic Valley, CA | April 26, 2017

Connecting Specialized Transportation Users and Rides There are many types of transportation customers… Persons with Disabilities Low-Income Image Credits: NelsonNygaard, Catawba County, Wikimedia Seniors Veterans General Population 2

Connecting Specialized Transportation Users and Rides …traveling for many different trip purposes… Work/Training Shopping/Recreati on Medical Appointments Image Credits: NelsonNygaard, Public Domain Images, Wikimedia, Flickr (Tunstall), Dialysis Human Services 3

Connecting Specialized Transportation Users and Rides …that can be served by a wide range of transportation modes and services, each with different requirements and constraints. Dial-A-Ride Voucher/Subsid Taxicabs and Livery Services y Programs Micro Transit ADA Complementar y Paratransit Fixed Route and Flex Transit Human Services Transportation Senior Transportation Veterans Transportation Carpools/Vanpools Medicaid Non. Emergency Medical Transportation Private-For-Pay Chair Car Services Transportation Network Companies (Lyft/Uber) Volunteer Driver Programs 4

Connecting Specialized Transportation Users and Rides Linkages can assist transportation users in finding the transportation service that will best meet their current travel needs. § One-stop shopping via phone or internet § More accurate and accessible information about transportation services § Many styles and functions § Some using mobile technologies § Accelerated with funding from Veterans Transportation and Community Living Initiative (VTCLI) Image Credits: ARC 5

What Did We Find in Our Research? § New funding sources, transportation services, and technological innovations have accelerated linkage program development § These new linkages fall along a continuum of functionality § Each level has unique benefits, challenges, and opportunities 1 2 3 4 5 Central Repositor y Matching Assistanc e Trip Planning Assistance Trip Booking Assistance Direct Trip Booking 6

Continuum of Services Linking Users and Rides Level 1 1 A 2 3 4 5 Name Functionality Creation of -- or linkage with existing Central Repositor --centralized repository of y transportation resources Provider + provider portal Portal Matching + ways to narrow Assistanc down service and e program options Trip Planning Assistanc e Trip Booking Assistanc e Direct Trip Booking + trip planning assistance Description Static, hard copy listing of services and programs distributed or accessed via phone or web-site Service providers can update their information at any time Customers supply search criteria or answer “triage questions” asked by mobility specialist (call-taker) or prompted by on-line system to reduce providers to viable options Customers use on-line system or call mobility specialists (who use the online system) to get detailed ways to make a particular trip + trip booking by mobility specialists Mobility specialists call provider to book trip on behalf of the customer + trip booking by customer Via links to paratransit systems (One system allows provider scheduler to schedule trip onto a partners’ vehicle run) 7

Level 1: Central Repository Static, hard copy listing of services and programs distributed via phone or website § Centralized source of information § Difficult to quickly identify applicable services § Allows agencies to identify service gaps § Out of date quickly § Directories can be placed online § Updating requires significant staff time § Hard to maintain consistent organization § Web-interface mimicking design § Shared maintenance responsibilities across multiple organizations 8

Will County Community Transportation Services Directory Image Credits: NelsonNygaard Will County, IL 9

Level 2: Matching Assistance Customers supply search criteria or answer “triage questions” to reduce providers to viable options § Uses triage questions or key words (211) to narrow down options § Not linked with schedule information § Email follow ups with customers 10

211 LA County Image Credits: LA 211 Los Angeles, CA 11

Level 3: Trip Planning Assistance Customers use online system or call mobility specialists to get detailed ways to make a particular trip § Works similarly to an online trip planner (like Google Maps) § Can be integrated with a variety of automated data sources (GTFS, walk/bike directions, carpool matching, taxi databases) § Must contact service provider for trip booking § Difficult to coordinate trips that require transfers § Mobile applications § New third-party trip planners or integrations with existing trip planners 12

211 Vet. Link Image Credits: 211 Vet. Link Inland Empire, CA 13

Level 4: Trip Booking Assistance Mobility specialists call provider to book trip on behalf of the customer § Mobility specialists directly contact service providers § Three-way calls to facilitate transfer trips § Customers have to contact mobility manager by phone for booking assistance § Can focus assistance on harder to book trips § Mobility specialists do not know if a service has available capacity before contacting provider 14

Level 5: Direct Trip Booking Customers directly book trips via links to paratransit systems § Customers/specialists can book trips without contacting provider § Service providers often use different scheduling software/practices § Linking to providers may require new APIs or software packages § Users can create online user profiles § Enhance awareness of alternative modes § Vehicle tracking software § Fare integration 15

Find. My. Ride. PA Image Credits: Penn. DOT/Cambridge Systematics Penn. DOT 16

Emerging Functionalities GTFS§ GTFS-flex is an emerging data standard for many flex variations of flexible and demand-response services § Allows trip planners to include a wide range of transportation options beyond standard fixed-route transit § Currently under development, with V-trans (Vermont) FTA MOD Sandbox pilot project Level 6: Fare § Smartphone-based payments Payment § Online prepaid pay-as-you-go systems § Direct fare payment options across multiple services Image Credits: Trillium 17

What steps should you take to develop a linkage? § Toolkit for State DOTs and others available http: //www. trb. org/Main/Blurbs/174327. aspx online VTCLI Grants Ld by State DOTs § Includes seven steps for developing a linkage program § Uses the continuum of linkage functionality to help craft a program that best fits your market needs Image Credits: TRB/NCHRP 18

1 Identify Geographic Scope § Statewide § Top-Down § Framework § Regional (Multi-County) § County-wide § Municipality (not recommended) VTCLI Grants Considerations Ld by State DOTs § Appropriateness to trip patterns § Implementation costs § Ongoing costs § Evaluation Capability § Ease of use 19

2 Select Target Users, Trips, and Modes Targe t Users Targe t Trip Type s VTCLI Grants Ld by State DOTs Targe t Mode s 20

3 Analyze Existing Linkage Functionality § How does your organization (or other organizations VTCLI Grants in your region) currently connect customers to. DOTs Ld by State rides? § What level of functionality does this service fall under? 1 2 3 4 5 Central Repositor y Matching Assistanc e Trip Planning Assistance Trip Booking Assistance Direct Trip Booking 21

4 Determine Desired Linkage Functionality § What level of functionality do you want VTCLI to provide to Grants your customers? Ld by State DOTs § What will it take to get you there? 1 2 3 4 5 Central Repositor y Matching Assistanc e Trip Planning Assistance Trip Booking Assistance Direct Trip Booking 22

5 Develop Evaluation Criteria and Process § Evaluation data can be used to improve both linkage programs and specialized transportation services § Justify program and attract additional funding § Identify and address service gaps § Develop new features based on customer feedback § Potential evaluation criteria are in part determined by linkage functionality level Primary VTCLIEvaluation Grants Ld by. Topics State DOTs § Total usage and frequency of usage by customers § Accuracy of transportation services information § Types of trips planned (successfully and unsuccessfully) 23

5 Evaluation Criteria: Types of Trips Planned (Successfully and Unsuccessfully) § Linkages can be used to understand gaps in existing services § Providers can use evaluation data to justify adding new services or modifying existing services Level Evaluation Criteria Evaluation Question 1: Central Repository Satisfaction with transportation services directory (collected via manual customer survey) Are customers satisfied with the directory? Can they successfully use the directory to plan trips? 3: Matching Assistance Percent of trips that cannot be fulfilled with existing services What are the characteristics (time, geographic area, rider demographic, trip type) of requests that cannot be served? 5: Direct Trip Booking Number and type of trips directly booked through the online portal What types of customers directly book their trips online? What kind of trips do 24

6 Evaluate Sources of Funding VTCLI Grants Ld by State DOTs FTA Funding Specialized Grant Programs Local Funding 25

7 Create a Marketing Plan 26

NCHRP Report 832 (Final Report and Toolkit) Available Online VTCLI Grants Ld by State DOTs http: //www. trb. org/Main/Blurbs/174327. aspx Image Credits: TRB/NCHRP 27

Thank you! And let us know how we can be of help. Will Rodman

What are the seven steps? 1 Identify Geographic Scope 2 Select Target Users, Trips, and Modes VTCLI Grants Ld by State DOTs 3 4 5 Analyze Existing Linkage Functionality Determine Desired Linkage Functionality 6 7 Develop Evaluation Criteria and Process Evaluate Sources of Funding 30