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Chesapeake Bay

PENNDOT Statewide CASE STUDY

Watch how Ecolane successfully
implemented a statewide
transit program

Click on a county for a breakdown of their paratransit systems

The Pennsylvania Department of Transportation (PennDOT) oversees the programs and policies affecting highways, urban and rural public transportation, airports and more throughout the state. More than $1.5 billion of their roughly $9 billion budget is invested in public transportation, ranking fourth in the nation in direct support for those services. Among other activities, they oversee 35 fixed route systems, 44 community transportation systems and 12 intercity bus routes.

A notable point worth making about Pennsylvania is that every county in the state has a public transit network that goes well beyond the Americans with Disabilities Act (ADA). PennDOT takes its responsibility to transportation services for its citizens and its communities very seriously.

Facing Challenges

PennDOT, like so many statewide transportation divisions nationwide, was faced with a multitude of challenges when attempting to manage the numerous demand-response software systems installed throughout the state.

These issues stemmed from more than 30 years of Pennsylvania transit agencies each doing their own thing and a nearly a complete lack of coordination and collaboration among the group. When multiple and differing processes were developed around rider eligibility, registrations, trip reservations, scheduling, dispatching and invoicing and when those processes ran headfirst into PennDOT's rate of growth, the urgency to implement a single, modern solution to better manage statewide transportation became clear.
 
Penndot Challenges
An absence of quality and actionable reporting
An administrative burden procuring software
Limited technical expertise defining software specifications
Difficulty managing multiple technology vendors
A total lack of standardized software functionality
Pennsylvania transit in the afternoon

The Solution for Everyone

Using a combination of federal and state funding and with a clear idea of what needed to be accomplished, PennDOT procured Ecolane's transit software in 2012. Since implementation, the platform has saved millions of dollars and countless hours of administrative time compared to the independent transit system procurement that had previously been running throughout the state. Pennsylvania’s annual savings on maintenance alone is an estimated $600,000 and PennDOT is in the position of influencing support feature improvements as well as technical development on behalf of the agencies running the software.

Ecolane worked closely alongside PennDOT throughout the implementation process to, among other things...

Ecolane worked closely with PennDOT during the implementation process to...

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Increase the productivity and efficiency (trips per hour) of demand response transit throughout the state
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Maximize effectiveness – (trips per hour, improved on-time performance, etc.)
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Reduce and control the cost of trips
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Enhance and expand customer service offerings
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Support regionalized service delivery and agency consolidation
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Standardize simple, distance-based fare structures
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Ensure consistency and accuracy of the data reported
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Develop accurate reporting and data definitions, a crucial activity for statewide programs and service analysis
Customer transit support training

Exceeding Expectations

A software solution that is shared by multiple agencies has significant benefits and the statewide implementation of Ecolane DRT in Pennsylvania was no exception. Almost immediately, scheduling functionality was smoother and more flexible for the agencies running the platform. The quality of customer support and the overall responsiveness of that support also improved, which was not always something people associate with state-run organizations. The comprehensive analytics and reporting functionality the software provided offered the state more accurate forecasting than what was ever available before and that, in turn, allowed for better planning and tighter coordination on a statewide level. These analytics, functionality and insight in their transportation program proved to be a serious gain for Pennsylvania (and would be for any state).

PennDOT also realized additional benefits:

PENNDOT BENEFITS
Providing pre-delivery scheduling and day-of-service feedback around on-time performance is allowing transit system staff to manage their service in real time and subsequently, plan for future service. That maximizes the overall effectiveness and saves money.
Providing remote system management facilitates regionalized and consolidated service models. A single call-center, versus a call center for each county, manages trips across larger geographic areas, saving both in terms of infrastructure and manpower.
An easy-to-understand software platform helped identify areas of fraud and abuse within the transit system, resulting in additional cost savings
Enabling real-time feedback on vehicle location and pick-up times empowered and delighted customers
Standardizing data enabled state transit agencies, PennDOT, and even their contractors to improve service management and oversight.

Giving each agency the tools to identify the relationship between service and demand in order to improve scheduling is positively impacting their productivity and efficiency

Researching Transit Providers Online

Learning from the Past

The transition out of different legacy software platforms wasn't an easy decision for PennDOT. However, taking their transit program to the next level was a stated goal and the need for standardized information had become essential. The solutions in use, prior to Ecolane, weren't providing a pathway to the data intelligence Pennsylvania needed and it was costing the state and its transit agencies money and negatively impacting its overall transportation efficiency. Ecolane software met a number of key requirements out of the box that existing systems were unable to provide.
Features
Ecolane
Previous Software
Fully Automated Scheduling
Flexibility for Manifest Adjustments
Optimize Operations For Maximum Efficiency
Robust & Thorough Software Training

Getting the Implementation Done

Working with PennDOT and 42 separate transportation providers, Ecolane successfully installed the state's first web-based scheduling and dispatching software at 51 different locations throughout Pennsylvania. The implementation involved agencies from 65 counties and over the course of five years, the platform dispatched more than 6.1 million trips, covering 45 million miles.

During and after each of the 51 implementations, Ecolane worked with the agency's staff to train and optimize the use of the software, based upon a collective requirement agreement with PennDOT. That collaboration continues today in order to measure the software's effectiveness and to evaluate the software's use in the daily operations of each agency. Working alongside each transit agency and PennDOT, Ecolane continually leads post-implementation evaluations to ensure that the state's shared-ride transit systems are using the software as intended. In Ecolane's experience, there can be a tendency to fall back upon prior practices if the staff doesn't fully understand the functionality and logic of the software, especially when new personnel

are hired. Continuous training via on-site visits and online support material supplement the ongoing support and involvement for Ecolane.

For PennDOT and each of the transit agencies, continuing to maximize their productivity and on-time performance is key. Additionally, a set of key performance indicators built against established targets has been defined to further ensure the overall project's success. Tracking passengers per hour (PPH), revenue service as a percentage of total service via both miles and hours, on-time performance including trips and stops as well as confirming drivers are performing stops at the appropriate locations are each areas in which Ecolane software provides reporting. From an operational perspective, identifying the needs for revised settings and procedural changes have also become an essential piece of the ongoing work. Of course, testing and evaluating the impact of any revised settings and associated procedures is an additional level of guarantee that Ecolane software is working as expected.

Where It's Going:

After Ecolane software was first implemented, PennDOT immediately saw across-the-board improvements inside the state’s transit agencies. The software platform has:
PENNDOT ROI
…reduced call center wait times by more than 25%.
…improved on-time performance statewide (OTP consistently above 90%).
…consolidated call centers by utilizing web-based scheduling. Rabbittransit downsized from eight separate call centers to just one, even as its service area grew significantly.
…increased an agency’s ability to service more areas. As an example, rabbittransit grew from servicing two counties to servicing eight counties within six years.
…shortened the overall length of a trip’s duration by more than six percent.
…decreased customer complaints (in some areas, by nearly 85%).
Additionally, Ecolane's real-time reporting capabilities provided valuable information to both the agencies as well as their drivers, data that they had simply never seen before. Analytics behind driver location and vehicle speeds, for example, provided insight into customer service injuries and further helped to monitor delivery. The data also helped reduce ride times and trip lengths through the grouping of service areas and the development of new strategies to accommodate for the efficiencies realized. Agencies were also able to provide better oversight and control of their subcontractors, which was something that was nearly impossible

to do with their previous software solutions. For customers, agencies were able to increase and improve their ability to communicate by utilizing Ecolane's built-in Interactive Voice Response (IVR) function.

In what was a pleasant surprise for everyone involved, the statewide implementation in both rural and urban areas had the positive effect of creating peer support and training networks. Many transit agencies helped and advised other agencies with their implementations as well as post-execution.

What Else Has Been Achieved?

Ecolane's statewide transit software project for Pennsylvania continues to support additional initiatives and objectives, well after the implementation process has completed. These include:

Consolidation of Transit Systems

The use of Ecolane throughout the state enabled several shared-ride providers to consolidate their organizations. This allowed for cost savings by eliminating duplicative administrative functions and standardized shared-ride service levels within the specific service areas. The software has also enabled the centralization of customer service offices beyond the county where service is provided. The technology supports and enables both regional management as well as regional travel.  Notable consolidation efforts include the Central Pennsylvania Transportation Authority (CPTA), serving a 10-county region in south central PA and the South Central Transit Authority serving Berks and Lancaster Counties.  For example, Ecolane’s web-based nature has allowed CPTA to consolidate the call taking, dispatch, and scheduling functions of the service for their 10-county service area, thereby reducing the number of needed FTEs for the related positions.

Data

The availability of data from running Ecolane software has allowed transit systems to evaluate changing service demand, facilitating fleet and driver modifications to maximize the match between demand and service levels (driver hours and number of vehicles), while balance customer needs (on-time performance, length of time on vehicle, wait times, etc.).

FindMyRide

Ecolane software has been instrumental in the development of FindMyRidePA, a website and mobile application designed to enable transit dependent populations to easily identify their transportation options and plan their trips.

Improved Customer Service

In addition to standardizing data and making it readily and easily usable by management for service planning and management, the software also gives real-time access to vehicle/driver locations. This allows customer service staff to more accurately predict arrival times for riders and it gives dispatchers the tools needed to better meet on-time expectations by reassigning trips when necessary.

IVR Technology

Through Ecolane, all shared ride providers will soon have interactive voice response (IVR) technology. This system will automatically make calls to riders the night before their service informing them of their scheduled trips the next day, call with information on imminent arrivals the day of service, and allow cancellations through the system without having to call the transit system and wait through a call queue.

When there is an upgrade, everybody gets it across the board.  Everybody gets the latest and greatest features.  Everybody is covered under a single maintenance contract and they all get basically get the same level of customized support.  Some of it is customized based on the agencies' needs, but everybody gets the same level of support no matter whether or not the agency is big or small.

Toby Fauver, PennDOT

"The best feature is the data availability. The real-time data assists in managing daily operating efficiencies, resulting in increased customer satisfaction. The data and reporting capabilities are endless. We have been able to significantly reduce staff hours for purposes of reporting and data analysis since the implementation of Ecolane DRT."

“We are so impressed with the MDT functionality.”

“The amount of time and money we’ve saved on paper and staff time alone is tremendous.”

“Having accurate data available at our fingertips and at any time we want has made a huge difference!”

Susan K., Executive Director, Suburban TransNet

Prior to Ecolane, rabbittransit had a full-functioning paratransit software package with most of the bells and whistles. What we didn’t have was a product that was easy to use. We didn’t have a product with good and accurate reporting modules. We didn’t have a system that allowed us to enhance our customers' experience. Ecolane provides these features and a significant amount of information in a very user-friendly manner – right at your fingertips. We know immediately which vehicles are struggling with on-time performance and which customers may be late. The best part is that Ecolane assists the dispatcher in finding solutions! We have saved more than $1 million in expenses since implementing Ecolane.

Rich Farr, Executive Director, rabbittransit

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