The 11th annual METRO Magazine paratransit survey found almost 40% of paratransit operators added new technology to their fleets in 2012 and 2013. Survey respondents include 149 paratransit operators in 37 US states, and 1 Canadian agency. With over 12,000 vehicles represented in the survey, it is a good representation of national trends in this segment of public transportation. Let’s examine the benefits paratransit agencies enjoyed by adding new technology to their fleets.
How Technology is Improving the Paratransit Experience
Enhanced Scheduling and Dispatch. A major difference between paratransit services and traditional city buses is that paratransit contractors must coordinate door-to-door pickups, to accommodate riders who are unable to use public transportation. This complicates routing efforts and drives up costs. Indeed, 25% of survey respondents reported that funding and costs are their top challenges. Given this aspect of paratransit services, it’s no wonder that the top technological addition for paratransit operators was adding dispatch and scheduling software. Of those who added new technologies, 53% implemented dispatch and scheduling software.
Superior Vehicle Tracking. Thirty percent of paratransit agencies who improved technology added Automatic Vehicle Location (AVL) systems. A University of South Florida study conducted through the Center for Urban Transportation Research suggested that AVL systems can help agencies better monitor drivers, determine ETA, quickly identify the closest vehicle to a requested pickup location, document passenger no-shows, and monitor safety and security. The USF research also showed that AVL systems can be invaluable in calculating ride time and dwell time. Ride time is helpful for calculating per-hour cost, and dwell time can help schedulers anticipate which locations may cause delays.
Improved Customer Service. Interactive Voice Response (IVR) call systems were added by 27% of paratransit agencies who improved technology in 2012 and 2013. IVR systems improve the customer experience by allowing riders to easily book and cancel without speaking to a customer service representative. In this way, IVR technology can increase system capacity without requiring new hires. Moreover, IVR systems can cut no-show rates by sending out automated trip reminders.
Stronger Communication between Drivers and Dispatch. The final 43% of survey respondents who improved paratransit technology added camera systems, mobile data terminals and CNG vehicles. Camera systems and mobile data terminals facilitate communication between vehicles and operation hubs, for improved security and dispatch.
Increased Ridership. According to the 2013 METRO Magazine paratransit survey, 66% of paratransit operators enjoyed increased ridership last year. The average ridership increase was 13%. Because the technological changes described above serve to improve the customer experience, it’s probable that enhanced technology contributed to rising ridership rates.
Paratransit Technology Case Study: ARBOC
ARBOC is a bus manufacturer renowned for its low-floor vehicles. Beginning in 2008, ARBOC has improved the paratransit rider experience by constructing low-floor buses for universal accessibility. ARBOC builds 500 buses per year, and offers three lines of low-floor vehicles. By adding a ramp to small cutaway bus interiors, ARBOC has created what it calls “random access.” This technological innovation not only allows riders with wheelchairs, scooters, and electric chairs to feel more independent; it also cuts load time by eliminating the need for a lift.
ARBOC recently selected SinglePoint’s Moovbox solution for installation on its Spirit of Freedom low-floor buses. Moovbox creates a moving hotspot of WiFi access, so that riders can connect to the Internet via tablets, laptops, and smartphones. As we’ve written previously, rider WiFi access drives up ridership. However, our Moovbox system also accomplishes many of the paratransit goals listed above:
• Our MoovManage Software allows for real-time vehicle tracking.
• Moovboxes facilitate CCTV on buses, for improved security and communication.
• Our SinglePASS and SingleTRAK software allows customers to buy fares and track vehicles via web enabled devices.
Paratransit operators who add effective technological solutions to their vehicles can cut costs while improving the rider experience. Our Moovbox public bus and private charter mobile WiFi solution empowers paratransit agencies to accomplish multiple technology goals in one smart package.
[Photo by nybuspics via CC License]