Staff Report #2
June 12, 2025
To All Members of the Accessible Public Transit Service Advisory Committee
Re: Specialized Service Scheduling Software Implementation
Recommendation
The report be RECEIVED.
Background
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. Schedules continue to meet expectations of administration; however, as stated, continuous improvements are the goal.
With the implementation of the new software and the manner in which the new scheduler works, a number of policies with respect to how trips are booked have been updated to ensure that trips are delivered in a manner that utilizes the shared-ride nature of the service while at the same time maximizes the number of trips that can be provided each day.
Return Trips
Effective with the launch of the new software, customers are being asked to book their return trip at the time of booking the outgoing trip, to ensure that they have a confirmed round trip in place. Should their appointment finish early, customers can call to see if there is a vehicle available to take them earlier; however, this is not guaranteed. This approach ensures that all customers have a confirmed trip home at the time they chose when booking while at the same time allowing the software to create the most efficient schedules.
Time Between Outbound and Return Trips
The schedules created with the new system pay close attention to key service parameters (pick-up window of 30 minutes past scheduled time and limitation of 60 minutes on vehicle where possible). The resulting schedules can, in cases where the trip is a considerable distance, result in the duration of time between the booked pick up time and the actual drop off time reaching 90 minutes. In order to ensure customers have appropriate time to conduct their business at their destination, customers are asked to maintain a minimum window of 90 minutes between outgoing and return trips.
Since the implementation of this approach, feedback has been received from some customers who do not want to be at their destination for such an extended period of time. While there is always the option for customers to call if they are done early, there is no guarantee that a vehicle will be available to pick them up any earlier than their original booked time. As a result of this feedback, booking agents have begun to assess the trip distance or duration and, in cases where the trip is not anticipated to exceed 15 minutes, return trips are being booked for 60 minutes out versus the 90 minute rule for longer trips.
These guidelines will continue to be monitored going forward and adjusted accordingly noting the intent to continue to provide as many shared rides as possible while continuing to meet key service metrics.
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.
Subsequent to completion of testing undertaken by a select group of registrants, which did not identify any significant concerns, direct mailing to the registrant group began on April 14 and was completed on June 2. In addition to the direct mailings, posters were placed on all vehicles providing contact information for registrants who wish to gain access to the portal immediately. LTC staff continue to work with registrants to establish their personal accounts and provide an overview of the functionality going forward.
To date, there are 142 customers fully set-up to utilize the passenger portal, and an additional 71 have been provided their instructions, but have not yet completed the setup process at their end. As previously indicated, the use of the passenger 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.
In terms of usage, for trips on Friday May 29, 41 (2.8%) trips were booked through the online portal and 1,401 were booked via the booking line, for a total of 1,442 trips. 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.
In light of the new features included in the new software, a Frequently Asked Questions page has been added to the corporate website and the package provided to new registrants of the service has been updated to include all relevant new information.
Recommended by:
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager