From: Sally Benjamin [mailto:salbenjamin@xxxxxxxxxxx] Sent: Wednesday, October 15, 2014 8:39 AM To: Sally Benjamin Subject: FW: Dial A Ride Update From: Maldonado, Ivan [ <mailto:Ivan.Maldonado@xxxxxxxxxx> mailto:Ivan.Maldonado@xxxxxxxxxx] Sent: Thursday, August 14, 2014 9:43 AM To: Stokley, Wanda Cc: Fernandez, Rick; Elyea, Janice; Downing, Delores; Rosser, Andrea Subject: Dial A Ride Update Dear Mrs. Stokley, Assistant City Manager Rick Fernandez has asked me to forward you the following email: In the enclosed, we would like to provide you and the members of the Tallahassee Council of the Blind an update regarding technological and operational improvements implemented to better serve Dial-A-Ride users, as well as answers to the questions presented during our previous meeting. In a second email, we will forward you the Question and Answer Fact Sheet that some of you requested. Dial-A-Ride Increase in Demand Dial-A-Ride has experienced a continuous increase in demand since 2007. One factor driving the demand for Dial-A-Ride services is the continuous growth in the senior population. According to the U.S. Census Bureau, Florida has the largest population of senior citizens in the nation with 27.1 percent of our population projected to be 65+ in 2030, compared to 19.7 percent for the rest of the nation. According to researchers, Florida faces a crisis in meeting the demand for transportation for seniors over the next 20 years as the population ages 65 and older is forecasted to grow by 126 percent. Increasing Dial-A-Ride demand is also driven by the level of service that StarMetro provides. Unlike most transit systems which only provide complimentary Para-transit transportation to disabled persons within ¾ of a mile of any fixed route, the City of Tallahassee provides Para-transit service to elderly and disabled citizens in the entire city and ¾ mile from a fixed route. To address this increase in demand, StarMetro has added three runs that are operated by our transportation vendor, Big Bend Transit, the last of which was added on June 9, 2014. StarMetro has purchased three additional Dial-A-Ride vehicles which run on Compressed Natural Gas which is less expensive than gasoline and cleaner for the environment. We anticipate having these vehicles added to our fleet by the end of July. On April 5, 2014, StarMetro rerouted the Moss Route to C. K. Steele Plaza. This route serves two communities that have large Dial-A-Ride demands. We anticipate this change should encourage some of the Dial-A-Ride riders of these two communities to transition to fixed route service. Checking on the Status of Your Ride Dial-A-Ride users may call dispatch to check on the status of their ride prior to or anytime during their pick up and drop off windows. Pick Up Windows Since Dial-A-Ride transportation is provided throughout the City of Tallahassee, exceeding the required Americans with Disabilities Act coverage area, customers should be ready for pick up one hour prior to their requested drop off time. When a customer makes a reservation, staff will provide the customer an anticipated 30 minute pick-up window. In the event of an unanticipated delay, staff will notify the affected customers and attempt to dispatch other vehicles in the area in order to minimize any further delay. Assistance to Using Existing Fixed Routes The Mobility Coordinator office was created to assist citizens with information about transportation services in Tallahassee and Leon County. A travel trainer is available to show customers how to safely use the fixed route system and to assist customers in planning their trips. Michelle Tipton is our Travel Trainer and she may be contacted by phone at 850-891-4066, or by email at <mailto:michelle.tipton@xxxxxxxxxx> michelle.tipton@xxxxxxxxxx. Dial-A-Ride Service Coverage and Hours of Service Dial-A-Ride transportation is provided city wide Monday-Friday between the hours of 5:00 a.m. 7:00 p.m., to citizens with a qualifying disability. Evenings and weekends, Dial-A-Ride service is available with ¾ mile from StarMetros fixed route coverage area. New Technologies to Improve Dial-A-Ride Services To improve transportation services, StarMetro has installed Mobile Data Terminals (MDTs) with GPS Mapping in Dial-A-Ride vehicles. MDTs provide real-time computer communication with vehicles allowing scheduling changes or additions to be sent directly to vehicles. The GPS technology will allow drivers to get to their destinations much faster. MDTs allow for dispatch to know the precise location of all drivers and to move passengers onto other vehicles in the event drivers may be running behind. Prior to the implementation of MDTs, drivers had to manually input the time and odometer mileages reflected at the time when customers were picked up and delivered which caused further delays. Dispatch monitors all issues with scheduling and can move trips around as needed. This was not possible prior to the implementation of MDTs. If drivers have any concerns about their schedules, they are required to contact dispatch or their supervisor so that changes can be made to the trip manifest. As with any new technology, testing and monitoring performance is critical to its success. This usually takes some time to ensure that any issues are well documented and properly handled. As we gather feedback on the performance of this technology, StarMetro has reinstituted the use of a paper trip manifest to ensure customers are not inconvenienced during the testing phase. StarMetro has also begun the implementation of an Interactive Voice Response (IVR) system, by which customers will receive telephone, email or text reminders with information pertaining to their trips. This system will remind customers the day before of a pending trip as well as an imminent arrival notice when the vehicle is 20 minutes away. This technology is currently being tested and it is anticipated to be fully operational this summer. StarMetro has implemented Call Center Recording technology and this system is currently being tested. Incoming and outgoing communication between citizens and call center and dispatch staff will be recorded to ensure citizens receive the best customer service possible. Soon thereafter, StarMetro will be implementing an on-line scheduling feature enabling Dial-A-Ride customers to schedule, make changes or cancel trips online (the same time windows will apply). Another feature will allow citizens to leave comments or concerns on-line without the need to speak to a live person. The later technology would assist with the tracking and handling of comments or concerns, as well as provide prompt customer feedback. All of these technologies should be fully operational this summer. StarMetro Updates Sent to TABI Email List StarMetros Director, Special Transportation Coordinator, and the Planning Administrator have subscribed to the TABI Email List serve in order to receive and provide StarMetro updates. Detour Notification To ensure that visually impaired citizens using fixed route transportation are not adversely affected by detours, StarMetro planning staff has been emailing route or detour changes to the Lighthouse of the Big Bend and the Tallahassee Area Blind Issues (TABI) listserv. This information is also updated on the StarMetro page of the Citys webpage. Dial-A-Ride Tokens As per recommendations of members from the Council of the Blind who stated that some citizens were having difficulty removing recycled tokens from the 2 x 3 ½ inch envelopes, StarMetro has ordered new full token cards and will begin the sale of these within the next few weeks. Trip Planner Software Issues During the TCB meeting, it was reported that the online Trip Planner platform does not allow users to change the date of travel without using a mouse. StarMetro, as well as the vendor, is currently looking into this issue and corrections will be made as soon as possible. On Time or Next Ride is Free StarMetro is currently analyzing the operation of Dial-A-Ride services to ensure that citizens are transported on time to their destinations. Nevertheless, since unexpected circumstances such as vehicle break downs, accidents or unanticipated congestions could delay our services, customers are encouraged to request to be dropped off to their destinations at least 15 minutes early. To compensate customers who are delivered late to their appointments, StarMetro is in the process of instituting a policy in which customers will ride for free during their following trip. Dial-A-Ride Staff Contact Information To schedule a Dial-A-Ride trip, please call our call center number at 850-891-5199. On the day of the trip to find out the status of your ride, please call our dispatch office at 850-891-5200 option 2. Yolanda Moore is the Dial-A-Ride Transportation Supervisor. She may be contacted by phone at 850-891-5200 or by email at <mailto:yolanda.moore@xxxxxxxxxx> yolanda.moore@xxxxxxxxxx. Andrea Rosser is the Manager who oversees Dial-A-Ride operations. She may be contacted by phone at 850-891-5044 or by email at <mailto:andrea.rosser@xxxxxxxxxx> andrea.rosser@xxxxxxxxxx. Online Schedules on Accessible Tables StarMetro has successfully changed all routes graphics to accessible tables. Schedules on Google Maps StarMetros routes are available online at Microsofts Bing Maps. These may be accessed at <http://www.bing.com/maps> www.bing.com/maps. Staff is working with its trip planner technology vendor to make StarMetros route information accessible on Google Transit Maps. We are working with Trapeze (our technology vendor) to make our trip planner more accessible to screen reader devices. Turn-by-Turn Route Information Up to date Turn-by-Turn documentation along with Braille Ride Guides are available upon request. Bus Stop Announcements The cost of implementing this technology is between $300,000 and $400,000. StarMetro has applied for grants and will continue to seek grants to implement this technology. All fixed route drivers are required to announce stops along their routes as an ADA requirement. Braille Plates at Bus Stops Braille plates have been installed at all transfer locations and routes frequently used by visually impaired riders. Plates are being installed every week and the remaining braille plates will be installed by August 30. Thanks you, and thanks to all the members of the Tallahassee Council of the Blind for their support of StarMetro and for working with us to identify ways to improve our services. Please feel free to contact me anytime. Ivan Maldonado MBA-HCM Director Transit/ GM StarMetro 555 Apleyard Drive Tallahassee, FL 32304 Phone: 850-891-5044 Fax: 850-891-5385 <mailto:ivan.maldonado@xxxxxxxxxx> ivan.maldonado@xxxxxxxxxx