The National Mobility Management Initiative State DOTs Connecting Specialized Transportation Users and Rides Final Report Presentation March 2016 Connecting Specialized Transportation Users and Rides ID: 567567
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NCHRP 20-65 Task 60
The National Mobility Management Initiative:State DOTs Connecting Specialized Transportation Users and Rides
Final Report Presentation
March 2016Slide2
Connecting Specialized Transportation Users and Rides
2There are many types of transportation customers…Persons with DisabilitiesSeniorsVeteransLow-Income
General PopulationImage Credits: Nelson\Nygaard, Catawba County, WikimediaSlide3
Connecting Specialized Transportation Users and Rides
3…traveling for many different trip purposes…Work/TrainingShopping/RecreationDialysisMedical Appointments
Human ServicesImage Credits: Nelson\Nygaard, Public Domain Images, Wikimedia, Flickr (Tunstall),Slide4
Connecting Specialized Transportation Users and Rides
4…that can be served by a wide range of transportation modes and services, each with different requirements and constraints.Fixed Route and Flex TransitADA Complementary ParatransitDial-A-Ride Services
Human Services TransportationSenior TransportationVeterans TransportationTaxicabs and Livery ServicesPrivate-For-Pay Chair Car ServicesTransportation Network Companies (Lyft/Uber)Carpools/VanpoolsVoucher/Subsidy ProgramsVolunteer Driver Programs
Medicaid Non-Emergency Medical TransportationSlide5
New Linkages to Connect Users and Rides Have Emerged
5 One-stop shopping via phone or internet More transportation services all in one place More accurate information Easy to access and use Match.com services
Trip planning services Trip booking services Some using mobile technologies Slide6
Connecting Specialized Transportation Users and Rides
6Linkages can assist transportation users in finding the transportation service that will best meet their current travel needs.
Image Credits: PennDOT, Will County, 211 LA County, 211 VetlinkSlide7
NCHRP 20-65 TASK 60
7Slide8
Project Team
8 Project Administration Assisted with Literature Review Technical Lead Completed Literature Review All Other Project TasksSlide9
NCHRP 20-65 Task 60
9What has resulted from the VTCLI program investment? Slide10
Initial Linkage Services
10Human service organizations, transit agencies, and others have been connecting users with rides for decadesMany linkage services rely entirely on staff knowledge, relayed through phone calls and “static” directories of servicesImage Credits: Broward CountySlide11
119 grants awarded
$63.5 million in total awards$34.5 million in 2011 (Green)$29 million in 2012 (Blue)Veterans Transportation and Community Living Initiative (VTCLI)11Competitive grant program administered by FTA in 2011-2012
Goal to connect military families and veterans to jobs and services by improving access to transportation optionsSlide12
Veterans Transportation and Community Living Initiative (VTCLI)
1241 of 119 grants went to State DOTsState DOTs served as lead agency on 15 grants ($11 million)VTCLI Grants Led by State DOTsStateIdaho
IllinoisIowaKentuckyMarylandMinnesotaNew MexicoNorth CarolinaPennsylvaniaVermontTotal Grants3112221111
Type
Total GrantsAverage Award
Transit Agency
35
$776,000
Non-Profit
23
$205,000
MPO/COG
18
$468,000
County
17
$377,000
State DOT
15
$736,000
Municipal
8
$642,000
Other
3
$224,000
Total
119
$534,000
VTCLI Grant Administrators and AwardsSlide13
Veterans Transportation and Community Living Initiative (VTCLI)
13VTCLI grants were primarily used to create, expand, and market One-Call/One-Click programsMany agencies also purchased new technology, such as dispatching software and automatic vehicle location systemsSlide14
NCHRP 20-65 Task 60
14What approaches have been used to link users with rides?Slide15
What Did We Find in Our Research?
15New funding sources, transportation services, and technological innovations have accelerated linkage program developmentThese new linkages fall along a continuum of functionalityEach level has unique benefits, challenges, and opportunities15
342Central RepositoryMatching AssistanceTrip Planning AssistanceTrip Booking Assistance
Direct Trip BookingSlide16
Continuum of Services Linking Users and Rides
LevelNameFunctionality
Description1Central RepositoryCreation
of -- or linkage with existing --centralized repository of transportation resources
Static, hard copy listing of services and programs distributed or accessed via phone or web-site
1A
Provider Portal
+ provider portal
Service
providers
can
update their information at any time
2
Matching Assistance
+ ways
to narrow down service and program options
Customers supply search
criteria or answer “t
riage questions”
asked
by mobility specialist (call-taker)
or prompted by on-line
system to reduce providers to viable options
3
Trip Planning Assistance
+
trip
planning assistance
Customers use on-line system or call mobility specialists (who use the on-line system) to get detailed ways
to make a particular trip
4
Trip Booking Assistance
+ trip
booking by mobility specialists
M
obility specialists call provider to book trip
on behalf of the customer
5
Direct Trip Booking
+ trip
booking by customer
Via
links to paratransit systems
(One system
allows provider scheduler to schedule trip onto a partners’ vehicle run)
16Slide17
Mini-Case Studies – Levels 1-3
ProgramLevelLead Agency
Type of OrganizationGeographic ScopeNotes
Community Transportation Services Directory
1
Will County, Illinois
County Government
Will County, Illinois
Innovative matrix-based static directory design that mimics the functionality of an online interface
Getting There Guide
1
Denver Regional Mobility & Access Council
Regional Coordinating Council
Denver, Colorado Metropolitan Area
Developed new methods for distributing specialization transportation services information, including laminated placemat directories
2-1-1 LA County
2
2-1-1 LA County
Non-Profit Organization
Los Angeles County, California
Uses triage questions to
identify
search keywords. Keywords are then entered into a taxonomy database to develop a list of potentially applicable transportation programs and services.
2-1-1
VetLink
3
Inland Empire United Way
Non-Profit Organization
Riverside and San Bernardino Counties, California
Project driven by veterans organizations
Link with 2-1-1 I&R system (
iCarol
) to be implemented
Focus on understanding unmet needs
17Slide18
Level 1 Linkage – Will County
Community Transportation Services Directory Matrix #1: Residency and Eligibility18Will County, ILSlide19
Level 1 Linkage – Will County
Community Transportation Services Directory Matrix #2: Client Eligibility by Provider19Will County, ILSlide20
Level 1 Linkage – Will County
Community Transportation Services Directory Matrix #3: Provider Summaries20Will County, ILSlide21
Level 2 Linkage – 211 LA County
Step #1: Selection of Search Category (e.g. Transportation)21Los Angeles, CASlide22
Level 2 Linkage – 211 LA County
Step #2: Selection of “Taxonomy” Category22Los Angeles, CASlide23
Level 2 Linkage – 211 LA County
Step #3: Inputting Keywords (e.g., senior)23Los Angeles, CASlide24
Level 2 Linkage – 211 LA County
Step #4: Select from Service Options24Los Angeles, CASlide25
Level 3 Linkage – 211 VetLink
25Inland Empire, CASlide26
Mini-Case Studies – Levels 4-5
ProgramLevelLead Agency
Type of OrganizationGeographic ScopeNotes
MyRide
4
Ann Arbor Area Transportation Authority
Regional Transit Authority
Washtenaw County, Michigan
MyRide
mobility specialists booked 19,000 trips in FY2014
MyRide2
4
Area Agency on Aging 1B
Area Agency on Aging
Southeast Michigan (Six Counties)
On behalf of AAA1b, the regional transit agency, SMART, has secured a VTCLI grant to allow AAA1b mobility specialist to directly book trips on over 70 providers
Transportal
5
Jacksonville Transportation Authority
Regional Transit Authority
Jacksonville, Florida (Duval County)
All paratransit-qualified customers receive a unique login to access online paratransit booking after completing application process
Working to integrate flex-route booking to enhance demand-response options available to customers
FindMyRidePA
5
Pennsylvania Department of Transportation
State Department of Transportation
South Central Pennsylvania
(seven counties
); To be expanded statewide
Links with
Ecolane
paratransit scheduling software
Demonstrated use from kiosks and mobile apps
1-Click|UTA
5
Utah Transit Authority
Regional Transit Authority
Wasatch Front of Utah (Seven Counties)
Links
with multiple paratransit schedule software packages, including Ride Pilot open-source scheduling system
26Slide27
Level 5 Linkage – FindMyRidePA
27
PennDOT (7 Counties)Slide28
NCHRP 20-65 Task 60
28What are the strengths and weaknesses of these approaches?Slide29
Strengths, Weaknesses and Opportunities – Level 1
Provides a centralized, source of information of specialized and other transportation providers
Often difficult for customers and mobility specialists to quickly identify applicable services, especially in larger directoryDirectories are out of date almost immediately after publicationUpdating directories requires significant staff time and distribution expenditures
Hard-copy only:
directories must be physically accessed, often not widely available
Online directories only:
customers must have internet and be computer literate, or receive assistance, in order to access
Hard to maintain consistent organization
, especially as services are added, removed,
and/or modified over time (Levels 1-5)
29Slide30
Strengths, Weaknesses and Opportunities – Level 1
Directories can be placed online, allowing any customer with computer and internet access to find transportation services 24-hours a day, seven days a weekDirectories can be
designed to mimic the usability of a web-based interface, providing users with a guide to identify applicable services and easily navigate to provider informationAllows agencies to identify potential holes in available specialized transportation services in their area (Levels 1-5)Portals can be designed to more effectively leverage web analytics-based evaluation
30Slide31
Strengths, Weaknesses and Opportunities – Level 1A
Allows providers to directly update service information through an online portal
Often difficult to get providers to regularly update portal information after service changes (Levels 1A-5)Providers do not always follow entry template, leading to inconsistencies and/or descriptions that are difficult for customers to comprehend (Levels 1A-5)
31Slide32
Strengths, Weaknesses and Opportunities – Level 2
Uses triage questions to identify services that meet a customer's needs and eligibility requirements
Not linked with schedule information; customers must typically contact one or more providers to find a service that fits a specific tripPhone-based matching assistance services could follow up a customer request by sending an email with contact information and links to matched servicesSlide33
Strengths, Weaknesses and Opportunities – Level 3
Works similarly to an online trip planner by providing applicable services based on a specific trip request
Can be integrated with public transit schedules (often through GTFS), bicycling and walking directions, carpool matching, taxi databases, etc.Customers are required to contact a service provider directly if trip booking is requiredDifficult to coordinate trips that include transfers between services that require advanced booking
Mobile applications
33Slide34
Strengths, Weaknesses and Opportunities – Level 4
Mobility specialists directly contact service providers to book trips on customers behalf, including conducting three-way calls to facilitate transfer trips
Customers using online portals typically have to contact a mobility manager by phone for booking assistanceMobility specialists do not know if a service has a directly applicable trip before contacting the providerAllows agencies with lower staffing levels to leverage online application
and focus assistance on trips that are more difficult to book, such as transfers
34Slide35
Strengths, Weaknesses and Opportunities – Level 5
Customers and/or mobility specialists can view scheduled runs and directly book and/or schedule a trip without contacting the provider
Service providers within a given region often use different scheduling software/practices, requiring development of new APIs or acquisition of new softwareParatransit eligibility information can be associated with a user profileEnhance awareness of/directly schedule on alternative modes that can effectively serve paratransit-eligible trips
Integration with vehicle tracking software
to provide estimated time of arrival information to customers
Fare integration
, allowing customers to pay for multiple services directly through portal
35Slide36
NCHRP 20-65 Task 60
36How should linkage programs and services be evaluated?Slide37
How should linkage programs and services be evaluated?
37Evaluation data can be used to improve both linkage programs and specialized transportation servicesJustify program and attract additional fundingIdentify and address service gapsDevelop new features based on customer feedbackPotential evaluation criteria are in part determined by linkage functionality level
Primary Evaluation TopicsVTCLI Grants Led by State DOTsTotal usage and frequency of usage by customersAccuracy of transportation services informationTypes of trips planned (successfully and unsuccessfully)Slide38
Total usage and frequency of usage by customers
38Technology has a significant impact on how linkages can track their total usage and frequency of usageUsage statistics are important for attracting ongoing fundingVTCLI Grants Led by State DOTsLevel
Evaluation CriteriaEvaluation Question1: Central RepositoryNumber of hardcopy directories requested or distributed
Are directories accessible at locations where targeted users most frequently congregate?
3:
Matching Assistance
Number of specific trip requests
for trip planning
How many customers are planning trips using the online planner?
5: Direct Trip Booking
Number of trips scheduled onto partner providers
How many trips are directly booked through the linkage service?Slide39
Total usage and frequency of usage by customers
39Technology has a significant impact on how linkages can track their total usage and frequency of usageUsage statistics are important for attracting ongoing fundingVTCLI Grants Led by State DOTsLevel
Evaluation CriteriaEvaluation Question1: Central RepositoryNumber of hardcopy directories requested or distributed
Are directories accessible at locations where targeted users most frequently congregate?
3:
Matching Assistance
Number of specific trip requests
for trip planning
How many customers are planning trips using the online planner?
5: Direct Trip Booking
Number of trips scheduled onto partner providers
How many trips are directly booked through the linkage service?Slide40
Accuracy of transportation services information
40If information provided by linkages is inaccurate, customers won’t use itVerifying the accuracy of list transportation services can be a significant expense for linkage providersVTCLI Grants Led by State DOTsLevel
Evaluation CriteriaEvaluation Question1: Central Repository% of entries with correct information (when being verified)
When service information is verified,
how often do existing entries contain invalid information?
3:
Matching Assistance
Accuracy
of automatically updated service information (GTFS, taxi database, etc.)
Do
automatically updated data sources provide accurate service information?
5: Direct Trip Booking
Continued functionality of linked
scheduling software
Does
schedule information in the online planner accurately reflect actual provider schedules?Slide41
Types of trips planned (successfully and unsuccessfully)
41Linkages can be used to understand gaps in existing servicesProviders can use evaluation data to justify adding new services or modifying existing servicesVTCLI Grants Led by State DOTsLevel
Evaluation CriteriaEvaluation Question1: Central RepositorySatisfaction 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 they take?Slide42
Sample Evaluation Data
ARCSimply Get ThereIEUW2-1-1 VetLink-to-Go
JTATransPortalPAFindMyRidePAAgencies86
15
3
Providers
37
45
27
6
Services
38
53
31
8
Total Users
570
417
1675
799
Registered Users
65
42
110
187
Logins by Registered Users
361
472
643
770
Trips
988
1086
3444
1710
Desktop
686
945
2304
1093
Tablet
32
19
161
41
Phone
24
46
785
117
Kiosk
-
-
-
295
Itineraries
12577
7694
26125
10003
Bike
79
201
146
-
Carpool
1004
-
-
-
Drive
81
323
142
-
Paratransit
6080
1919
4231
3885
Transit
5333
5251
21606
6148
Selected Itineraries
420
164
950
1321
Bike
4
0
2
-
Carpool
40
-
-
--
Drive
2
0
6
-
Paratransit
113
20
118
831
Transit
261
144
824
490
Bookings
-
-
-
315
42Slide43
NCHRP 20-65 Task 60
43What steps should State DOTs take to develop a linkage?Slide44
What steps should State DOTs take to develop a linkage?
44VTCLI Grants Ld by State DOTsToolkit for State DOTs and others available onlineIncludes seven steps for developing a linkage programUses the continuum of linkage functionality to help craft a program that best fits your market needsSlide45
What steps should State DOTs take to develop a linkage?
45VTCLI Grants Ld by State DOTs1Identify Geographic ScopeSelect Target Users, Trips, and ModesAnalyze Existing Linkage FunctionalityDetermine Desired Linkage FunctionalityDevelop Evaluation Criteria and ProcessEvaluate Sources of Funding
Create a Marketing Plan23456
7Slide46
Final Report and Toolkit Available Online
46VTCLI Grants Ld by State DOTs