State DOTs Connecting Users and Rides for Specialized ... · Center for Mobility Management •...
65
State DOTs Connecting Users and Rides for Specialized Transportation Wednesday, August 17, 2016 U.S. Department of Transportation Federal Transit Administration
Transcript of State DOTs Connecting Users and Rides for Specialized ... · Center for Mobility Management •...
State DOTs Connecting Users and Rides for Specialized Transportation
Wednesday, August 17, 2016
U.S. Department of TransportationFederal Transit Administration
Presenters
Judy Shanley, Ph.D., Assistant Vice President, Education
& Youth Transition, Easterseals; Co-Director, National
Center for Mobility Management
• Linking and Getting Linked: Connections to Mobility Management for
Small and Rural Operators
Will Rodman, Principal and Dan Berez, Associate,
Nelson/Nygaard Consulting Associates
• NCHRP 20-65 Task 60, The National Mobility Management Initiative:
State DOTs Connecting Specialized Transportation Users and Rides
Linking and Getting LinkedConnections to Mobility Management for Small and
Rural Operators
Judy Shanley, Ph.D.
Asst. Vice President, Education & Youth Transition
Co-Director, National Center for Mobility Management
Easterseals, Chicago, IL
1
Learning Objectives
Learn how to tap into or establish mobility management resources in your community
Leverage community and national resources from NCMM and other Federal Projects
National Center for Mobility Management
The mission of the National Center for Mobility Management (NCMM) is to facilitate communities to adopt transportation strategies and mobility options that empower people to live independently and advance health, economic vitality, self-
sufficiency, and community.
www.nationalcenterformobilitymanagement.org
About the NCMM
• National technical assistance center• Launched in early 2013• Jointly operated by three national organizations:
– Easterseals– American Public Transportation Association– Community Transportation Association of America
• External evaluator - Westat• Through a cooperative agreement with the
Federal Transit Administration, U.S. DOT
4
NCMM Services Technical assistance – regional liaisons
– http://nationalcenterformobilitymanagement.org/ncmm-regional-liaisons/
Webinars, training, Information briefs, newsletters
MMIP Practice database
– http://nationalcenterformobilitymanagement.org/share-your-practices/
If you always do what you’ve always done, you’ll always get what you’ve always got.
In Fierce Conversations, By Susan Scott
6
NCHRP Report 832 (Linkages)& Mobility Management
Level Service
1 Central Repository
2 Matching Assistance
3 Trip Planning Assistance
4 Trip Booking Assistance
5 Direct Trip Booking
Purposes of Mobility Management System &
Role of Mobility Manager-Knowledge leader-Coordinator-Catalyst-Creator-Communicator-Convener
What is Mobility ManagementMobility management is an approach to designing and delivering transportation services that starts and ends with the customer. It
begins with a community vision in which the entire transportation network—public transit, private operators, cycling and walking, volunteer drivers, and others—works together with customers,
planners, and stakeholders to deliver the transportation options that best meet the community’s needs.
8
Poll How are you linked to mobility management?
1. I know about mobility management resources
2. I participate in planning services with my mobility management colleagues in the community
3. My system carries out mobility management services
4. Other - please type in the chat box
Steps to Building – Connecting -Linking
1. Invite an inclusive community forum to examine topic
2. Inventory traditional & non-traditional mobility services
– Fixed route providers – traditional – taxi’s, rail, etc.
– Entities that may have vehicles (Faith based, schools, medical facilities, colleges, employers, etc.
– TNCs
3. Examine access topics
– Access to the service (first-mile, last mile)
– Accessibility
4) Identify ways to Fill the Gaps
Share vehicles
Share rides
Volunteer driver programs
Reroute
Voucher programs
Purchase vehicles
5) Implement Sustainability Practices
Evaluate continuously – use data
Create communication system
Keep in contact with network
Market your activities – invite others
Access to Healthcare:Rides to Wellness Resources
https://www.transit.dot.gov/ccam/about/initiatives
13
National Aging and Disability Transportation Center (NADTC)
Promoting the availability and accessibility of transportation options for older adults, people with disabilities, caregivers, and communities.
Tap into Resources
www.nationalcenterformobilitymanagement.org
www.nationalrtap.org
Transitplannning4all.org
www.nadtc.org
15
Judy Shanley, Ph.D.
312-551-7227
16
www.nc4mm.org
NCHRP 20-65 Task 60 The National Mobility Management Initiative: State DOTs Connecting Specialized Transportation Users and Rides
Final Report Presentation April 2016
Connecting Specialized Transportation Users and Rides
2
There are many types of transportation customers…
Persons with Disabilities Seniors Veterans
Low-Income General Population
Image Credits: Nelson\Nygaard, Catawba County, Wikimedia
Connecting Specialized Transportation Users and Rides
3
…traveling for many different trip purposes…
Work/Training Shopping/Recreation Dialysis
Medical Appointments Human Services
Image Credits: Nelson\Nygaard, Public Domain Images, Wikimedia, Flickr (Tunstall),
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 Transit
ADA Complementary
Paratransit
Dial-A-Ride Services
Human Services Transportation
Senior Transportation
Veterans Transportation
Taxicabs and Livery Services
Private-For-Pay Chair Car Services
Transportation Network Companies (Lyft/Uber)
Carpools/Vanpools
Voucher/Subsidy Programs
Volunteer Driver Programs
Medicaid Non-Emergency Medical
Transportation
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
Connecting Specialized Transportation Users and Rides
6
Linkages 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 Vetlink
NCHRP 20-65 TASK 60
7
Project Team
8
Project Administration
Assisted with Literature Review
Technical Lead
Completed Literature Review
All Other Project Tasks
NCHRP 20-65 Task 60
9
What has resulted from the VTCLI program investment?
Initial Linkage Services
10
Human service organizations, transit agencies, and others have been connecting users with rides for decades
Many linkage services rely entirely on staff knowledge, relayed through phone calls and “static” directories of services
Image Credits: Broward County
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)
11
Competitive grant program administered by FTA in 2011-2012
Goal to connect military families and veterans to jobs and services by improving access to transportation options
Veterans Transportation and Community Living Initiative (VTCLI)
12
41 of 119 grants went to State DOTs
State DOTs served as lead agency on 15 grants ($11 million)
VTCLI Grants Led by State DOTs
State
Idaho Illinois Iowa Kentucky Maryland Minnesota New Mexico North Carolina Pennsylvania Vermont
Total Grants
3 1 1 2 2 2 1 1 1 1
Type Total Grants Average 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 Awards
Veterans Transportation and Community Living Initiative (VTCLI)
13
VTCLI grants were primarily used to create, expand, and market One-Call/One-Click programs
Many agencies also purchased new technology, such as dispatching software and automatic vehicle location systems
40%
16%
10%
28%
5% 3%
18%
0%
10%
20%
30%
40%
50%
New Linkage Program
Program Expansion
On-Line Expansion
Technology Upgrades
211/511 Intregration
Call Center Construction
Marketing
Primary Use of VTCLI Funds
NCHRP 20-65 Task 60
14
What approaches have been used to link users with rides?
What Did We Find in Our Research?
15
New funding sources, transportation services, and technological innovations have accelerated linkage program development
These new linkages fall along a continuum of functionality
Each level has unique benefits, challenges, and opportunities
1 5 3 4 2
Central Repository
Matching Assistance
Trip Planning Assistance
Trip Booking Assistance
Direct Trip Booking
Continuum of Services Linking Users and Rides
Level Name Functionality Description
1 Central Repository
Creation 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 “triage 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
Mobility 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)
16
Mini-Case Studies – Levels 1-3
Program Level Lead Agency Type of
Organization Geographic
Scope Notes
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
17
Level 1 Linkage – Will County Community Transportation Services Directory
Matrix #1: Residency and Eligibility
18
Will County, IL
Level 1 Linkage – Will County Community Transportation Services Directory
Matrix #2: Client Eligibility by Provider
19
Will County, IL
Level 1 Linkage – Will County Community Transportation Services Directory
Matrix #3: Provider Summaries
20
Will County, IL
Level 2 Linkage – 211 LA County
Step #1: Selection of Search Category (e.g. Transportation)
21
Los Angeles, CA
Level 2 Linkage – 211 LA County
Step #2: Selection of “Taxonomy” Category
22
Los Angeles, CA
Level 2 Linkage – 211 LA County
Step #3: Inputting Keywords (e.g., senior)
23
Los Angeles, CA
Level 2 Linkage – 211 LA County
Step #4: Select from Service Options
24
Los Angeles, CA
Level 3 Linkage – 211 VetLink
25
Inland Empire, CA
Mini-Case Studies – Levels 4-5
Program Level Lead Agency Type of
Organization Geographic Scope Notes
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
26
Level 5 Linkage – FindMyRidePA
27
PennDOT (7 Counties)
NCHRP 20-65 Task 60
28
What are the strengths and weaknesses of these approaches?
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 directory
• Directories are out of date almost immediately after publication
• Updating 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)
29
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 week
• Directories 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 information
• Allows 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
30
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)
31
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 trip
• Phone-based matching assistance services could follow up a
customer request by sending an email with contact information and links to matched services
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 required
• Difficult to coordinate trips that include transfers between services that require advanced booking
• Mobile applications
33
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 assistance
• Mobility specialists do not know if a service has a directly applicable trip before contacting the provider
• Allows agencies with lower staffing levels to leverage online application and focus assistance on trips that are more difficult to book, such as transfers
34
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 software
• Paratransit eligibility information can be associated with a user profile
• Enhance 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
35
NCHRP 20-65 Task 60
36
How should linkage programs and services be evaluated?
How should linkage programs and services be evaluated?
37
Evaluation data can be used to improve both linkage programs and specialized transportation services
Justify program and attract additional funding
Identify and address service gaps
Develop new features based on customer feedback
Potential evaluation criteria are in part determined by linkage functionality level
Primary Evaluation Topics
VTCLI Grants Led by State DOTs
Total usage and frequency of usage by customers
Accuracy of transportation services information
Types of trips planned (successfully and unsuccessfully)
Total usage and frequency of usage by customers
38
Technology has a significant impact on how linkages can track their total usage and frequency of usage
Usage statistics are important for attracting ongoing funding
VTCLI Grants Led by State DOTs
Level Evaluation Criteria Evaluation Question
1: Central Repository
Number 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?
Total usage and frequency of usage by customers
39
Technology has a significant impact on how linkages can track their total usage and frequency of usage
Usage statistics are important for attracting ongoing funding
VTCLI Grants Led by State DOTs
Level Evaluation Criteria Evaluation Question
1: Central Repository
Number 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?
Accuracy of transportation services information
40
If information provided by linkages is inaccurate, customers won’t use it
Verifying the accuracy of list transportation services can be a significant expense for linkage providers
VTCLI Grants Led by State DOTs
Level Evaluation Criteria Evaluation Question
1: 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?
Types of trips planned (successfully and unsuccessfully)
41
Linkages can be used to understand gaps in existing services
Providers can use evaluation data to justify adding new services or modifying existing services
VTCLI Grants Led by State DOTs
Level Evaluation Criteria Evaluation Question
1: Central Repository
Satisfaction 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?
Sample Evaluation Data
AR
C
Sim
ply
Get
The
re
IEU
W
2-1-
1 V
etLi
nk-to
-Go
JTA
Tr
ansP
orta
l
PA
Find
MyR
ideP
A
Agencies 8 6 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
42
NCHRP 20-65 Task 60
43
What steps should State DOTs take to develop a linkage?
What steps should State DOTs take to develop a linkage?
44
VTCLI Grants Ld by State DOTs
Toolkit for State DOTs and others available online
Includes seven steps for developing a linkage program
Uses the continuum of linkage functionality to help craft a program that best fits your market needs
What steps should State DOTs take to develop a linkage?
45
VTCLI Grants Ld by State DOTs
1 Identify Geographic Scope
Select Target Users, Trips, and Modes
Analyze Existing Linkage Functionality
Determine Desired Linkage Functionality
Develop Evaluation Criteria and Process
Evaluate Sources of Funding
Create a Marketing Plan
2
3
4
5
6
7
Final Report and Toolkit Available Online
46
VTCLI Grants Ld by State DOTs
Thank you!
National RTAP
888-589-6821
nationalrtap.org
facebook.com/nationalrtap
The recording will on our website at nationalrtap.org/webinars. Transcripts can be provided upon request.
U.S. Department of TransportationFederal Transit Administration
Liz Taylor
Senior Project Manager
781-404-5015
