AGENDA #5a
MEMORANDUM
TO: Mayor and Town Council
FROM: W. Calvin Horton, Town Manager
SUBJECT: Report on Recent Changes to the EZ Rider Transit Service
DATE: March 1, 2004
This memorandum responds to a question from a Council member on February 9 regarding recent changes to the EZ Rider Service provided by Chapel Hill Transit. We now use computer software to assist in scheduling and dispatching service and have made other changes in response to an increase in service demand.
Some service procedures were made at the same time that the new system was installed. For example, EZ Rider pick-ups now are scheduled to occur within a 20-minute time frame such as 9:50-10:10 a.m. Before the new system was installed, passengers were given an appointment time (such as 10:00 a.m.) that was inflexible and did not take into account possible delays.
Procedures for scheduling return trips also have changed. Previously passengers would go to their destinations and call for pick-up when they were ready to return. Passengers now are asked to schedule return trips at the same time they schedule initial pick-ups. Passengers continue to secure on-call services for return from medical appointments, but not for trips having other purposes.
Immediately after implementation of the new system, there were some problems with the new reservations system. Some passenger trips were not properly recorded and some were entered with incorrect times. These problems now occur rarely because the staff has become proficient with the system.
BACKGROUND AND DISCUSSION
EZ Rider is part of Chapel Hill Transit’s Demand-Response Service, which includes Shared-Ride Feeder Service and Shared-Ride Evening and Sunday Service.
All three Demand Response Services operate on an appointment basis, with a passenger calling a dispatch line and scheduling a pick-up time and location, often scheduling a return trip time and location when possible.
Chapel Hill Transit began providing EZ Rider Service in 1975. In 1992, the total Demand Response Service (including EZ Rider and Shared-Ride services) operated four (4) vehicles during peak service, delivering an average of 172 trips per weekday. By 1997, this service had increased to six (6) vans and 186 trips per weekday. In 2003, EZ Rider operated 8 vans and 259 trips per weekday. Chapel Hill Transit established Fare-Free Service in January 2002.
The chart below illustrates how EZ Rider, in particular, has evolved over the last decade:
|
Year |
Individuals Registered |
Trips |
Hours |
Miles |
On-Time Performance |
Average Persons per Hour |
|
1992 |
600 |
47,915 |
14,969 |
188,636 |
95% |
3.20 |
|
1997 |
750 |
51,879 |
16,452 |
207,516 |
93% |
3.15 |
|
2002 |
1200 |
66,267 |
26,542 |
312,547 |
90% |
2.74 |
In November 2003, because of the increasing volume of service, the increasing number of telephone calls, and decreasing on-time performance, Transit implemented a new software system which provides computer software support for the Demand Response Service, including a client database, compute-aided scheduling, and geographic information system (GIS) based routing. We provide more detail below about the changes involved.
Prior to implementation of the new system, all Demand Response reservations were made in writing. Although Transit dispatchers maintained an electronic spreadsheet of client information, trip times were not cross-referenced electronically through a database.
Before the use of GIS technology, dispatchers were required to schedule trips based on knowledge of Town geography and client location and needs. Trip planning and scheduling grew more difficult as the system grew, but staff tools remained static.
Call volume strained the capacity of two telephone lines and one full-time dispatcher. Patrons could leave messages, but many times received a busy signal and would need to call back repeatedly to schedule appointments.
Prior to use of the new system, dispatchers/reservationists would schedule a specific appointment time without the use of appointment “windows,” or blocks of time for guaranteed pick-up, such as between 10:00 and 10:20. Appointment times became increasingly difficult to meet as service demand increased.
Open Return trips were allowed on the EZ Rider service prior to November 2003. Open return trips allowed passengers to schedule an outgoing trip without scheduling a return trip. Return trips were made on an on-call basis, with passengers calling when they were ready to return. A passenger could call when ready to return from a doctor’s appointment, shopping, or social visits. This increased the volume of afternoon calls and wait times for all riders as the open return trips had to be fitted into the drivers’ schedules.
StrataGen software, in use since November 2003, stores client information in a central database and enables staff to track system performance and generate performance reports. The software takes into account such factors as area topography, traffic patterns, and times of day.
The new software system uses a client database and GIS technology to schedule trips. The system recognizes geographic patterns to determine common pick-ups and drop-offs, and automatically will cluster rides to the same vehicle whenever possible.
Unlike the previous paper system, the new system allows EZ Rider patrons to book trips for up to six months at a time. Regularly recurring trips, such as work, dialysis, or classes, can be scheduled without calling each week. Patrons do not need to call to confirm these regularly scheduled trips, but a call is still required to cancel a trip. In addition to added convenience for subscribers, the revised service arrangement should reduce the number of daily calls and improve staff responsiveness.
We have added two additional telephone lines and a temporary reservationist. The added telephone lines should reduce the chances of receiving a busy signal and should reduce waiting time, as calls are forwarded to a second line in a telephone queue. The reservationist schedules all trips that occur on future days, and the dispatcher handles all requests for the same day.
The increased volume of service strained on-time performance by 2003, as described in the above table. The new scheduling software automatically builds in a 20-minute “window” for pick-ups to allow for multiple passengers visiting a similar part of town. For example, an appointment may be scheduled for a pick-up between 10:00 and 10:20. We also ask that riders schedule a return trip when they schedule the first part of the trip.
Passengers are now asked to schedule all return trips with the exception of medical trips. They are allowed to call when they have finished their medical appointments, and the dispatcher will send the next available van.
During November and December 2003, Town staff underwent software training, and changes were implemented to the telephone system. We believe that staff expertise with the system has improved and that patrons will notice positive changes over the coming year.
We will continue to monitor the success of the new system and work with patrons who have difficulties. We believe that implementation of this new system will help Transit’s Demand Response Service continue its tradition of fair, effective, efficient, and fast customer service.