New Advances in Customer Communications
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Presenter:Marsha MooreChief Information OfficerMV [email protected]
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Types of Technology to Assist with:
Passenger Communication
Dispatch / Driver Communication
Management Communication
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Passenger Communication
Waiting for a bus?
Will it be here soon?
Have I missed it?
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Centralized IVR ,Text, Email and Web System
Driver Line
Where’s My Ride
Trip Confirm /Cancel
Bus is Late
Vehicle Call Ahead
Client No Show /
Suspension
Service Interruptio
n
Wake up calls
Office Open
Verification
Next bus?
Book Reservatio
ns
Central Messaging System
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Passenger Communication Agency Kiosk
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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
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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
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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
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Driver Line How does it work?
When scheduling done, run TRIM program to adjust start times for drivers○ Usually 30-60 minutes max○ Trims slack out of schedule○ Backs up start times so we get to first pick at the early part
of the windowRun UPLOAD program to send all start times to the
“Driver LineDrivers call in using their Employee IDThey are told their start time for tomorrowAsked to TYPE in their start time they heardSystem tracks who called and what time
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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
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Visibility of “Issues”
Increased On-Time Performance
Increased Productivity
Smoother Operations
Dispatcher / Driver Communication
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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
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Fixed
Communication Tools
TrapezeDriver
Driver
Driver
Driver
Driver
Timepoint
Passenger
Passenger
Passenger
Passenger
Passenger
MDT/Smart Notification Central Messaging
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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
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Alerts Notification of substandard performance Notification of stellar performance
Feedback
Schedule Improvements Speed Analysis Speed Setting Changes Run Cuts
Management Communication
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Executive Exception ReportingAutomatic Emails
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%
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Real-time Feedback
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On-time performance byDriverRouteTime of Day
ParatransitSpeed analysisDwell analysis
Late pull outs NTD Reporting
Feedback via Reporting
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Drill Down Capability
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Integrated Communication
GPS / AVL
In-Vehicle Head Signs
In-vehicle Video
In-vehicle announcement
In-Vehicle Fare boxes
Passenger Counters
Dispatch
Passengers
Management
Electronic DVI
THANK YOU!
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