Staff Report #5
July 21, 2025
To All Commissioners
Re: Specialized Service Scheduling System Implementation Update
Recommendation
The report be RECEIVED for information.
Background
As per Commission direction, the following provides a regular update on the progress of the implementation of the new scheduling software for the specialized service.
Phase I Implementation
As has been the case since cut-over, administration has continued to work with the vendor to adjust parameters to maximize service efficiency and the most recent visit was very successful in realizing substantial forward progress with respect to pick-up time windows, internal user proficiency, vehicle capacity concerns, driver tablet refresher training and report generation. As the stability issues have been corrected, and all software functionality included in this Phase have been implemented, the move to customer care is anticipated to take place by the end of July.
Phase II Implementation
Phase II involves the launch of the Passenger Portal, which provides the ability for customers to manage their trip bookings and also submit trip requests online versus calling the booking line. LTC staff continue to work with registrants to establish their personal accounts and provide an overview of the new functionality. As previously indicated, the use of the customer portal is entirely at the discretion of the customer, and a number of customers have indicated they do not intend to make use of it, but rather will continue calling the booking line to book their trips. While customers continue to be added to the portal daily, the rate at which the requests are coming in has slowed considerably, which is consistent with the experience of peer systems who have implemented similar technology.
At the time of report writing there are 447 (approximately 10% of active, regular riders) registrants currently set up as customer portal users and about 9% of booked trips daily are being requested and booked via the on-line portal. Peer systems have indicated a range of between 10% and 20% of registrants make use of the online booking option. Staff resources will continue to be adjusted to match the demand on both the portal and booking lines to ensure fair and equal access is provided to all customers regardless of the method of trip request they are utilizing.
Recommended by:
Brandon Goldstone, Manager of Service Integration
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager