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Cross-Cutting Findings

This section presents an analysis of the findings from the sites profiled in this report. Table 3 shows the technologies used at the six focus sites for transportation operations and coordination, information dissemination, fare payment and billing, and safety and security.

Table 3. Technologies Used at the Six Focus Sites
Site Name Transportation Operations and Coordination Information Dissemination Fare Payment and Billing Technology Safety/Security
Wheels of Wellness GIS customer geo-coding, GPS-based AVL vehicle tracking, and MDCs allow for last-minute route and schedule alterations. Backup systems and wireless network allows Wheels management to access the system remotely if necessary.
  • Menu-driven IVR phone system
  • Automated system for issuing status letters
  • Data from billing software used by Volunteer Division to reimburse drivers who give clients a ride and reimburse clients who use public transit
  • ID cards for drivers and escorts
  • GPS-based AVL
CCRTA GPS-based AVL and MDCs ensure coordination between drivers and dispatch, allowing for changes in schedule.
  • Web-based real-time interface
  • Three public use centrally located terminals
  • TDD/TTY
  • Vehicle tracking data used to justify billing allocation among towns served
  • Silent alarm system
  • GPS-based AVL
Flint MTA All 11 paratransit service centers in Genesee county share operational information and centralized client file, allowing for seamless interoperability of routes, schedules, and trips.
  • Static information available on the Internet
  • Transit passes
  • Electronic fare boxes accept prepaid cards
  • Surveillance cameras on fixed-route buses
  • GPS-based AVL
VCTC Real-time vehicle location system provides information online, allowing passengers to modify their schedules.
  • Travel planner via Internet or telephone
  • Real-time bus location information via Internet, telephone, and at key bus stops
  • Contactless smart cards
  • SAFE cellular telephone program
  • Surveillance cameras
  • GPS-based AVL
TriMet For paratransit operations, AVL in combination with routing and scheduling software maximizes efficiency. For fixed-route operations, accessibility and coordination with other programs provide three-county coverage.
  • Travel planner
  • Real-time vehicle location
  • On-board displays and audible enunciators
  • LCD displays at key stops
  • Information available via telephone and Web-enabled devices
  • Separate software used for record keeping, i.e., billing and invoicing, for the medical and paratransit functions
  • Surveillance cameras
  • Silent alarm system
  • GPS-based AVL
CRRAFT The software is Web-based and accessible only by transit and human service agencies. Clients can switch from one transit provider to another on the same trip and the trip is still counted as a single trip.
  • Information sharing is limited to funding agencies and transit providers.
  • Contactless smart card system integrated with CRAAFT streamlines and automates ridership tracking, reporting, and billing.
 None

Transportation Operations and Coordination

All six of the focus sites use technology for coordination, although the applications differ considerably. Wheels of Wellness, Flint MTA, VCTC, and TriMet all use vendor-supplied software, although they do not all use the same software vendor. TriMet's paratransit service, regional dial-a-ride service, and fixed-route service use three different vendors. CCRTA and CRRAFT use custom-built software specifically developed for their requirements. TriMet also uses custom-built software for its Medical Transportation Program. (See the list of vendors in the Resources section.)

Wheels of Wellness coordinates medical trips using eight contract carriers, drivers paid by Wheels' Volunteer Division, the Philadelphia fixed-route multimodal system, and taxis. Coordination also includes trip authorizations and approval of treatment centers by appropriate human services agencies. Through the use of routing and scheduling software, Wheels reservationists are able to coordinate their activities with staff who track the vehicles in real time. This coordination allows Wheels to respond more quickly to incidents, unscheduled changes, and last-minute trip requests. As a general rule, reservations are made one day in advance. However, Wheels' success in accommodating same-day requests is enhanced by knowing, through the AVL system, the real-time location and status of all available vehicles.

CCRTA coordinates fixed route and paratransit service. One innovative use of technology is a hybrid paratransit-fixed route service for medical trips to Boston area hospitals. CCRTA provides Cape-wide curb-to-curb service with no restrictions on the trip purpose. Based on needs identified through data mining, the CCRTA adjusts routes and schedules.

Flint MTA's distributed network of 11 service centers for paratransit trips has enabled Flint MTA to be more responsive to local needs and more accommodating to individual clients. A centralized routing and scheduling system has made it possible for the service centers to coordinate their operations and provide a seamless coverage of service throughout Genesee County.

VCTC is a small office with coordination responsibilities over public and private carriers as well as all transportation modes and issues in Ventura County.

TriMet emphasizes accessibility on all modes and coordinates data from multiple human services programs into a centralized database. The data generated by TriMet's system are used to determine high levels of use by the transportation disadvantaged to identify stop areas that need improvements or to determine where accessible pathways are needed. Data are also used for the Transit Investment Plan, which helps to ensure transit equity for transportation-disadvantaged populations. TriMet's Stop and Amenities database contains information about every bus stop and rail station in the TriMet system. This amenities database includes photographs and descriptions of each stop, which provides TriMet the ability to quickly assess incidents that occur at stops and to plan for improvements without having to physically visit every site in question. TriMet's system for collecting, organizing, storing, and analyzing data maximizes current resources and helps TriMet coordinate efforts with other agencies and organizations.

CRRAFT's software coordinates communications between human services agencies and transportation providers.

PRTC's OmniLink found that use of ITS technologies provided better, more dependable schedules, improved customer service, helped with planning, promoted better staff utilization, and increased productivity.

Information Dissemination

Easily accessible transit information is critical to achieving high levels of ridership. It is important to recognize that there is a wide variation of how people acquire information and this variability is even more pronounced among transportation-disadvantaged populations due to physical, cognitive, or financial limitations. However, technology can greatly facilitate the dissemination of transit information by addressing this need for multiple options.

Wheels of Wellness uses existing data to automate the printing and mailing of warning notifications to riders who are in danger of or have lost ridership privileges.

CCRTA's Web-accessible transit planner allows for a third destination, for example, a childcare stop. Real-time bus location information is accessible via home computer or any Web-enabled device such as cell phones and PDAs. In addition, three public use terminals, located at the Hyannis Intermodal Center, display real-time traveler information including arrivals and departures.

Flint MTA routes, schedules, fares, and other static information are available on the Internet.

VCTC's transit planner is available on the Internet or via telephone through a toll-free number. The planner, which is available in English and Spanish, allows for criteria-based itinerary planning, such as shortest walking distance. Custom help is available for trip planning and negotiating the system.

VCTC's bus tracking system has been beneficial to both passengers and the agency itself. Customers like the system because it can reduce the amount of time they need to spend at the bus stop. This feature is particularly important for older adults and people with disabilities who find it difficult to wait outside for long periods of time. Since installation of the signs, the number of people calling to inquire about the arrival time of their bus has decreased. The agency has benefited from the system's ability to monitor operations. The system allows VCTC to easily investigate complaints such as "The bus left my stop early." In addition, the system generates data that enables operators to revised schedules and routes as needed. With passengers and operators depending so much on the data, data integrity is a key factor in the system's success.

TriMet data, including real-time vehicle location, routes, schedules, and a trip planner, are available using any Web-enabled device or by regular telephone in multiple languages. Most rail cars and some buses have onboard displays and audible enunciators. In addition, a data interface for wayfinding devices has been implemented.

Fare Payment and Billing

CCRTA was awarded a grant to deploy an electronic fare card system that was initially designed to alleviate congestion during the summer months. Because the fare cards were provided to hotels for guests and hotel staff, the electronic fare payment program proved to be a very successful job access program for the low-income hotel workers. In addition, the program had a lasting effect on transit use as a whole. This lasting effect can be attributed to the fact that hotels were required to instruct their guests on how to use the transit system and the online Travel Planner. Furthermore, a high percentage of guests return to the same hotel year after year, thus providing the Travel Planner with a large seasonal user base.

VCTC has a fully deployed contactless electronic fare card system that is used by multiple transit carriers and managed at VCTC. This system is helpful to all passengers but particularly for the transportation disadvantaged who may have difficulty handling money due to a disability. The system also reduces boarding times and provides ridership data. The subsidized fare cards are visually indistinguishable from regular fare cards for increased discretion among passengers. The local university also issues smart cards to students, faculty, and workers. The university pays VCTC a lump sum for the year and VCTC reimburses the transit providers.

TriMet uses fare tickets rather than fare cards. TriMet's ticket vending machines are networked so they can be monitored remotely to ensure that the machines are properly stocked and operating correctly. This feature is particularly important to those with limited mobility who cannot easily go in search of another machine if the one they first encounter is out of stock or out-of-order. Maintenance of the ticket vending machines is performed by TriMet employees, while revenue collection and ticket stock refills are performed by a contracted security company. In addition, TriMet uses an Internet-based system for coordinating rides and sending invoices to funding sources for rides taken under the Medical Transportation Program.

Safety and Security

One of the most important safety features is that of knowing where the vehicles are located at all times in case of emergencies. Wheels of Wellness, CCRTA, Flint MTA, VCTC, and TriMet all use some type of vehicle tracking technology.

Wheels of Wellness provides for the safety of their clients by ensuring that all of the contract carriers' vehicles are performing their trips exactly as specified through vehicle tracking. There is also an automated system that validates the credentials of each driver at the beginning of each shift, comparing the driver ID card with a driver profile database that is maintained at Wheels.

CCRTA has a silent alarm system on all of their vehicles as well as GPS-based vehicle tracking. Fixed-route buses have on-board surveillance cameras, as do key bus terminals.

VCTC has on-board security cameras for the buses that are maintained and operated by VCTC. VCTC also tracks the position of the other transit carriers' buses in Ventura County. VCTC supports a SAFE cellular telephone program for those who drive independently but cannot use roadside call boxes due to a mobility impairment. The program provides free cellular telephones that are programmed to dial only 911 so that use is restricted to reporting emergencies and requesting assistance. To increase the security of transit riders, VCTC provides a guaranteed ride home program.

TriMet has cameras on-board their light rail and fixed-route buses that record to tape. Streaming video from selected rail stations is monitored from a control room. TriMet also has the ability to track its vehicles in real time, and its vehicles are equipped with a silent alarm.

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