New Advances in Customer Communications Copyright © MV Transportation Technologies, Inc. Presenter:...

New Advances in Customer Communications

Copyright © MV Transportation Technologies, Inc.

Presenter:Marsha MooreChief Information OfficerMV [email protected]

Copyright © MV Transportation Technologies, Inc.Copyright © MV Transportation Technologies, Inc.

Types of Technology to Assist with:

Passenger Communication

Dispatch / Driver Communication

Management Communication



Waiting for a bus?

Will it be here soon?

Have I missed it?


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


Passenger Communication Agency Kiosk



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


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


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


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


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


Visibility of “Issues”

Increased On-Time Performance

Increased Productivity

Smoother Operations

Dispatcher / Driver Communication


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


Fixed

Communication Tools

TrapezeDriver

Driver

Driver

Driver

Driver

Timepoint

Passenger

Passenger

Passenger

Passenger

Passenger

MDT/Smart Notification Central Messaging


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


Alerts Notification of substandard performance Notification of stellar performance

Feedback

Schedule Improvements Speed Analysis Speed Setting Changes Run Cuts



Executive Exception ReportingAutomatic Emails


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%


Real-time Feedback


On-time performance byDriverRouteTime of Day

ParatransitSpeed analysisDwell analysis

Late pull outs NTD Reporting

Feedback via Reporting


Drill Down Capability


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!


New Advances in Customer Communications Copyright © MV Transportation Technologies, Inc. Presenter:...

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