When you think of GPS, improving driver safety probably isn’t the first thing that comes to mind, but this KITV4 news story might make you think twice. This is one story of how GPS is being used to not only help drivers get to their destinations faster, but is keeping them safer as well.
Charley’s Taxi in Honolulu, Hawaii, has recently implemented in-vehicle mobile computers equipped with GPS for their nearly 200-vehicle fleet. This system not only helps Charley’s Taxi dispatch cabs to customers faster, but they are also realizing the many additional benefits of using such technology – namely, improving driver safety. The in-vehicle computers feature a panic button and GPS-based vehicle tracking capabilities so dispatchers can instantly locate vehicles and send assistance.
Now, instead of Charley’s taxi drivers declining trips at night time, or if they are concerned about their safety, they can take the fare and feel confident knowing that their system will help to improve their safety. As Charley’s Taxi driver Malig Williams says in the news story, “Now with the computer system I know that somebody else is watching for my back besides myself.”
To watch the entire news story go here. To learn more about the automated taxi dispatch and tracking technology that Charley’s Taxi is using, click here.
There’s been a lot of talk lately about the feasibility of using consumer-grade tablets like the Samsung Galaxy as a fleet management tool in the vehicle. Their low price point makes consumer-grade tablets an attractive option but the non-ruggedized nature of the devices can cause extensive problems and safety risks in a vehicle. Here are some points taken from the Samsung Galaxy User’s Guide that outline significant risks to beware of before you choose to use Samsung Galaxy tablets in the harsh vehicle environment:
• Electronic devices in a motor vehicle may malfunction due to the radio frequency of your device. Do not use your device near other electronic devices. Most electronic devices use radio frequency signals. Your device may interfere with other electronic devices. Electronic devices in your vehicle may malfunction due to radio frequency of your device.
• Do not store your device in hot or cold areas. Use your device at -20 degrees Celsius to 45 degrees Celsius. YOUR DEVICE CAN EXPLODE IF LEFT INSIDE A CLOSED VEHICLE, AS THE INSIDE TEMPERATURE CAN REACH UP TO 80 degrees Celsius.
• Do not use your device during a thunderstorm. Your device may malfunction and your risk of electric shock is increased.
• Do not use your device near a pacemaker…your device can interfere with the pacemaker.
• Do not drop your device or cause impacts to your device. The screen of your device may be damaged. If bent or deformed, your device may be damaged or parts may malfunction.
• Do not use or store your device in dusty, dirty areas. Dust can cause your device to malfunction.
• Turn off the device in potentially explosive environments. Always comply with regulations, instructions and signs in potentially explosive environments. Do not use your device at refuelling points (service stations), near fuels or chemicals, and at blasting areas.
• Do not store or carry flammable liquids, gases, or explosive materials in the same compartment as the device, its parts, or accessories.
• Install mobile devices and equipment with caution. Ensure that any mobile devices or related equipment installed in your vehicle are securely mounted. Avoid placing your device and accessories near or in an air bag deployment area. Improperly installed wireless equipment can cause serious injury when air bags inflate rapidly.
It seems like consumer-grade tablets are becoming more and more prevalent in the vehicle and are being used in harsh vehicle environments. It easy to see why: the upfront costs are low and consumer-grade tablets are easy to procure. While the benefits of adding a consumer-grade tablet to your organization seem obvious on first glance, once you look a little deeper, you might want to reconsider your purchasing decision.
One of the biggest factors in revisiting your mobile device purchase is its ruggedness. Having to replace consumer-grade devices will drive up your Total Cost of Ownership (TCO) as well as company downtime when you have to replace your devices. In fact, the general lifespan of a consumer device is between 12 and 18 months. Exactly how well-equipped are these consumer devices for rugged working conditions? Here’s a video demonstrating a simple drop test comparison of three of the most popular tablets. The results might surprise you— or at least make you think twice about deploying a consumer-grade tablet in the vehicle.
Rugged devices designed specifically for harsh working environments tell a much different story. According to a study by Venture Development Corp. (VDC), it is not unusual for a smart phone or consumer tablet to have to be replaced two or even three times before a rugged device would need to be replaced. In the study, VDC found after 3 years 82.6% of consumer devices had to be replaced compared to just 18.2% of rugged devices.
It is important to consider also that capabilities such as card swipes, RFID readers, vehicle mounting solutions and engine diagnostic modules are usually built into rugged devices, which will keep your TCO to a minimum. In addition, the software running on the device may not be tailored to your fleet’s needs, and the cost of having specially written one-off applications can increase the TCO significantly.
If you’d like more information on rugged computers vs. consumer-grade devices and smart phones, download this free white paper.
You’ve decided to equip your fleet with mobile computers to increase organizational efficiencies. Considering that fleet-based organizations can see a 23 percent improvement in workforce productivity by implementing a mobile solutioni, that’s an easy choice. Now comes the hard part—deciding on the best device for your needs. There are a myriad of choices from consumer-grade to rugged devices, but which one will best suit your business?
It’s important to consider how the device will work with your existing and future software needs, how user-friendly it will be for your staff, and if it will help you achieve your objectives; including greater efficiency, happier customers, lower fuel costs, increased safety, reduced liability, greater competitiveness, and a solid return on investment.
Evaluating Total Cost of Ownership (TCO)
Looking only at the upfront cost is not enough when considering such a vital component of your service suite. Instead, analyzing the Total Cost of Ownership (TCO) of the device you choose is a better determiner of a sound investment. Having to replace devices often or buy additional equipment to attain the functionality needed can dramatically increase the cost of a seemingly inexpensive commercial-grade tablet or smartphone. According to research by Venture Development Corp., an independent market research and strategy-consulting firm, “The TCO of rugged mobile computers is in many cases lower when compared to non-rugged mobile computers.”ii
A thorough TCO approach lets you find the lifetime costs of purchasing and operating a mobile computer. This table highlights some of the hidden costs:
Replacement Costs
According to the study by VDC, it is not unusual for a smartphone or consumer tablet to have to be replaced two or even three times before a rugged device would need to be replaced. In the study, VDC found after 3 years 82.6 percent of consumer devices had to be replaced compared to just 18.2 percent of rugged devices.iii “On average, 4 percent of rugged mobile computers installed to support enterprise mobility applications in “harsh” environments fail per year. Conversely, the annual failure rate for commercial grade devices in similar harsh environments rockets to 36 percent.”iv In general, the lifespan of a commercial device is between 12 and 18 months, compared to 7 plus years for good quality rugged devices. Factoring in the device replacement costs for commercial computers increases their TCO significantly.
Downtime Costs
Whether a smart phone or tablet is damaged, lost or stolen, which are all very real possibilities because of its mobile nature, it results in downtime, lost productivity, and lost data. “Mobile device end users lost an average of 75-minutes of productivity each time the device failed.”v Considering the high failure rate for commercial-grade devices, that is a significant loss of time and revenue.
Message Transmission Rates
According to the VDC study: “Wireless transmission failure is almost three times as much for non-rugged notebooks when compared to rugged notebooks. Each failed transmission leads to 5 to 10 minutes in lost productivity and as a result can significantly add to TCO, not to mention employee frustration.”vi Rugged devices will continue to transmit data or information until it is received in the office or vehicle, this ensures accurate reporting and completely eliminates the need for paper manifests or workorders.
Additional Hardware/Software Costs
Though the initial cost of a commercial device is less, the cost quickly rises when you start to integrate things like card swipes, RFID readers, vehicle mounting solutions, and engine data diagnostics modules. These capabilities are often built into rugged devices designed for industry rather than the consumer. In addition, the software running on the device may not be tailored to your fleet’s needs, and the cost of having specially written one-off applications can increase the TCO significantly.
Customer Satisfaction Rates
Delays in service due to failed computers can negatively impact your customer’s experience leading to poor customer satisfaction rates and lost business. A rugged device with integrated GPS capabilities lets your dispatchers deliver accurate vehicle location information to customers, improving their experience with your organization. The following graph illustrates the replacement rate of smartphones versus rugged mobile computers.
Employee Acceptance Rates
When an employee uses their mobile computer to its full potential you get the most from your investment. Commercial computers that are prone to failure with generic software applications which are difficult to learn and not tailored to your business can cause employees to reject the new technology. Increased training time, recruiting time, and downtime result. When rugged devices are backed by fleet-focused companies they are more likely to be designed for ease-of-use in the vehicle and supported by comprehensive training.
Disposal Costs
When faced with potentially replacing 36% of your commercial devices each year it becomes important not only to consider the monetary cost but the environmental one as well. Is this replacement rate in line with your organization’s green initiative?
The Savings
The annual TCO of rugged versus non-rugged devices revealed by the VDC study is shown in the chart below. The study found the five-year TCO of consumer-grade devices to be $12,631, while the TCO for a rugged device is $8,569.vii In field service applications specifically, the study found that companies using rugged units had a 17 percent savings over companies using non-rugged units.viii
Other Differences Between Rugged and Consumer Devices
While there is no industry standard definition of a consumer smartphone or tablet, they are typically small, commercial-grade, portable hand-held devices that include an operating system, software, web access, QWERTY keyboard, and messaging capability. Think the Blackberry, iPhone, or iPad. They can be GPS-enabled so you can track workers wherever they go.
Rugged mobile computers on the other hand, are typically installed in the vehicle and offer a more enhanced feature set. A larger display allows for easier viewing of work order information, and drivers can use turn-by-turn navigation displayed on the clearly visible screen (in addition to integrated voice prompts) to reach their destination. The additional computing power of rugged computers means you are able to not only handle work order management but also process vehicle telematic data, including speed, idling, RPM, and OBDII messages. Rugged mobile computers are intended for fleet use and designed for the rigors of the in-vehicle environment, standing up to extreme temperature fluctuations, vibration, shock, and dust. They typically last for more than seven years, while the life expectancy of consumer devices are significantly less.
Looking past their tough components, rugged computers also offer a host of benefits not found with commercial-grade devices, such as tablets or smart phones. This is due to the fact that rugged computers are more likely to be backed by companies that understand fleet-based industries rather than a commercial-device manufacturer who focuses on the consumer market.
A few of these benefits are outlined below:
Ease of Use
Consumer devices are light-weight and portable, but for fleet drivers, small buttons make it difficult to quickly send messages, and a small screen makes it hard to view navigational maps or easily glance at added trips and route changes without excessive scrolling. If drivers struggle with the device’s ease-of-use they are less likely to use it to its full potential.
When rugged fixed-mount computers are backed by fleet-focused companies, they are more likely to be designed for ease-of-use and supported by comprehensive training. Designed for the in-vehicle environment, they take into account limited vehicle real-estate, while still being large enough for easy viewing and data entry. Look for in-vehicle computers with larger touch screens that accommodate different lighting conditions, such as sun glare and night viewing.
Company versus Driver Control
“The effectiveness of tracking an individual normally comes down to whether they are motivated to be tracked.”x With tablets or smartphones you rely on drivers to accept the technology in order to use it to its full potential. You rely on them to charge it, turn it on, and keep it with them.
By putting the mobile computer in the vehicle, the risk of human error is minimized. When the vehicle is on, the mobile computer and GPS tracking is automatically enabled. You don’t need to rely on employees to charge the device or worry about GPS being turned off with the phone or tablet.
Additionally, rugged mobile computers only contain applications pertaining to an employee’s work unlike smartphones and tablets which can access the Internet and run other productivity-draining applications such as games, social apps or movies.
Driver and Vehicle Monitoring
Though vehicle speed monitoring is available with certain smartphone or tablet applications, in-vehicle computers let you track a wider range of vehicle information such as ignition on/off and OBDII data. OBDII data includes odometer monitoring, problem codes, fuel consumption, RPM, and oil temperatures. This enhances your ability to monitor and correct driver behaviors such as speeding and unnecessary idling, which are costly in terms of fuel and vehicle maintenance and harmful to driver safety. With more and more idling bylaws coming into place, it also reduces potential fines.
The ability to collect additional vehicle diagnostic data with a rugged in-vehicle computer means your maintenance personnel receives accurate, real-time information, including mileage and engine hours. With this data they can better manage their maintenance program by avoiding unnecessary maintenance and focusing on those vehicles that truly need service. Historical data can also assist in the event of an accident. This information simply isn’t available when tracking the employee with a consumer device.
Improved Data Security
When consumer devices are lost or stolen they put the security of company data in jeopardy. In fact, 94% of 300 IT managers surveyed at the InfoSecurity Europe 2008 exhibition, regarded smartphones as a growing security risk. While certain security measures exist, “only 30% of firms had mobile devices and smartphones covered in their security policy and a concerning 10% and 9% encrypted the devices and the files held on them respectively. Also, a worrying 44% of respondents did not employ password protection on their devices every time they used it.”xi
Being locked in place, in-vehicle devices are much harder to lose, steal or tamper with, and the data they collect is sent in real-time to head office, so it is always available. Also, the ability for managers to limit communication to canned messages ensures the driver is using the device for enterprise-specific purposes and not as a personal communication tool. Look for devices that encrypt the data. By taking these steps, the company maintains control of the device and information versus the driver having full control.
Reliable Device Power
We’ve already mentioned the need to have driver buy-in to ensure smartphone or tablet batteries are charged properly and frequently so they don’t run out of power during the work day. But, the battery needs of these portable devices, including backup batteries and in-vehicle charging stations, also adds to their cost.
In-vehicle devices are powered by the vehicle so when the vehicle turns on so does the mobile computer. Lost productivity due to the device not having enough power is eliminated.
Simplified Device Management
Managing which driver has which device and establishing a sign in/out system during shift changes increases the workload for in-office staff. When you purchase an in-vehicle computer, device management is minimized. The driver assigned to a specific vehicle will be using that vehicle’s computer.
As well, by choosing an in-vehicle device with remote programming capabilities you’ll be able to program and update the device automatically from the office. This saves considerable downtime costs.
Driver Distraction
Smartphones or tablets which offer no navigational voice prompts and have a smaller screen are difficult and dangerous to view while driving. A driver scrolling the on-screen map for directional information, text messaging, or simply making a phone call isn’t concentrating on the road.
In fact, “Dialing a cell phone while driving…makes you almost three times more likely to have an accident. Talking on the phone is only a little less dangerous. But a new study found that the collision risk increases by more than 23 times when a driver picks up a cell phone to send a text message.”xii Fleet managers whose drivers are using Smartphones or tablets have no control over how or when drivers are using them, making it very difficult to address unsafe practices. As a result, a recent survey found 32 percent of companies have knowledge or evidence of vehicle crashes that have occurred as a result of distractions stemming from employee use of cell phones while driving.xiii Even if companies have a policy in place outlining appropriate cell phone usage, they are still liable if their driver causes an accident while using their mobile device.
Look instead for in-vehicle computers that let you set parameters around their use. You can program rugged in-vehicle devices with a wide range of controls that minimize driver distraction, such as blanking the screen, suspending messaging capabilities, or only offering very limited functionality when the vehicle is in motion. Navigational voice prompts still allow drivers to hear the turn-by-turn directions without having to take their eyes off the road to look at a map.
Comprehensive Support & Upgrade Path
Because commercial-grade devices, such as smartphones or tablets, are geared towards the consumer their support programs may not account for the urgency of mission-critical enterprise situations. Choose a vendor who understands the real-time needs of industry, with 24/7 support plans and maintenance programs to match in order to minimize downtime, lost data, and lost trips.
Additionally, as commercial devices are consistently changing, and new releases often don’t collaborate with older models, organizations could find themselves having to replace their entire technology solution within a few years when new functionality is desired. Another issue with consumer devices are the constantly changing operating systems and APIs which make it difficult for business applications to remain stable. This means the software company has to frequently service the devices which can become costly. However, with rugged in-vehicle computers, new features can be seamlessly integrated and reliable manufacturers will continue to support the device even after newer versions are released.
With rugged devices the ability to integrate future technologies into your existing mobile computing infrastructure will protect your initial investment and keep your organization current. “Rugged units are typically designed to offer users an upgrade path (e.g. from one to multiple connectivity options). Because non-rugged units are primarily targeted at the consumer and white-collar markets, industry-specific upgrade paths are far less compelling.”xiv
Warranty
As smartphones and tablets are made for consumer use, their limited warranties do not cover replacement if the device breaks while being used in the field. Alternatively, rugged device manufacturers specifically build their computers for use in the field and the vehicle so their warranties will cover breakage from reasonable field usage which can save an organization substantial replacement and repair costs.
Wireless Carrier Options
When smartphones or tablets are selected for mobile computing, the organization is locked into a contract with a specific wireless provider. If a change is needed, breaking these contracts before term is expensive and often results in having to purchase new hardware for the entire fleet. Rugged mobile devices can be used on any network and give organizations the ability to easily switch networks if the need arises, while protecting their hardware investment.
Additionally, rugged mobile devices can compress messages sent between the vehicle and dispatch which substantially reduces an organization’s data usage charges.
Onboard Connectivity
By choosing a rugged mobile device that is designed to connect to various onboard devices, such as lights, sirens, PTO, weighing systems, RFID and others, you can create a complete mobile solution without spending additional time and money on integration.
Tailored Software
It is unlikely that generic commercial software applications designed for Smartphones or tablets take into account all the factors affecting your fleet operation, such as unique rules and regulations. The alternative is having a custom software program written for you. This option can be very costly and the price for any changes or new development falls on your shoulders. Instead, leverage the experience of a rugged device manufacturer who has multiple software applications and can tailor a solution to you. These companies are also more likely to have relationships with back-office software suppliers so integration is simplified.
Summary
When deciding between a rugged in-vehicle computer or consumer devices for your fleet workers, it’s important to look beyond the up-front cost of the devices, and instead at how the computers will integrate with your organization’s processes to help you achieve your corporate objectives.
Rugged in-vehicle computers specifically designed for fleet-based workers tie into the vehicle and back-office applications to give you reliable, secure real-time information. Durable and always-on, these computers deliver accurate vehicle location and driver behavior information. When backed by companies that understand the challenges faced by fleet-based organizations, rugged mobile computers exceed smartphones and tablets in minimizing downtime, increasing employee acceptance, improving fleet safety, and maximizing fleet efficiencies.
The Ashland Bus System (ABS) operates paratransit buses in the cities of Ashland, Cattlesburg and Westwood, Kentucky. As a relatively small agency, ABS provides over 1200 door-to-door paratransit trips for elderly or disabled passengers each month. In 2009, ABS decided to upgrade their existing scheduling and dispatching software and add mobile data computers to their buses. ABS selected a technology solution which combined Mentor Ranger® in-vehicle computers with Engraph’s ParaPlan GPS 4.0 in the office in hopes of increasing efficiency and ridership. Michele Whitlock, Operations Manager at Ashland Bus System, spoke to us about the impact this technology has had on her agency.
When you decided to equip your fleet with mobile data computers, what was your company looking for in a technology provider?
We were looking for a technology company that can match us in our growth. We are a relatively small operation so we needed something that was adaptable to our needs while being honed down for a smaller operation. Additionally, the system itself needed to be easily adaptable as our needs changed.
How has the system changed how dispatchers interact with drivers?
The greatest improvement is that it’s reduced the amount of chatter we have with one another. It’s a great help that we can communicate electronically with the Rangers. The system has eliminated the verbal chatter over the radios and made it more efficient. Now, we’re not trying to explain something to a driver, they are able to see a written description of what they need to do; and that makes a big difference.
Has the system improved your ability to make on-the-fly schedule changes?
It has as we can transfer trips from one driver to another if they are getting a little backed up. Transferring trips is a very simple process which is great for us.
Do the drivers like the Ranger system?
You know change is not always easy, especially with some of the more veteran staff but they have come to rely on the Rangers. In the rare occasion that we have outages, they have more difficulty than the days when everything is working. They’ve become so used to it and it’s such a part of their daily activity now that they’re a little lost without it; and that’s a good thing.
Has your data entry time been reduced?
Yes, for the office side that’s one of our greatest attributes. There are only three of us that do paperwork, dispatching, call taking, and reporting. The system has really reduced the amount of office time that’s taken up with paperwork, so we can have more time in the field and more time to actually review what’s going on.
From your perspective, what’s the greatest benefit of the system?
We’re seeing the most benefit in the efficiency of our scheduling, both before the day starts and throughout the course of the day with dispatch. Dispatching is now a very easy, simple process. It’s freed us to do many other things because we know we can send a trip in five seconds then go back to what we were doing.
What was your experience with the technology implementation and the support you’ve received?
We’ve had nothing but a positive experience. There are always hiccups along the way no matter what you do but I think the greatest credit is how the resolution has been handled. The service has always been courteous and prompt, we have a great relationship with both technology partners. I would certainly encourage others to come join with us.
In November 2010, Fleet Owner magazine put out an interesting article on a recent Frost & Sullivan study about what fleet managers in the trucking industry want out of their technology investment – and the results might surprise you.
We might often assume that reducing fuel consumption is the most important driving motivation behind acquiring a technological solution, but according to Sandeep Kar, global program manager – commercial vehicle research for Frost & Sullivan, “Reduced vehicle downtime for maintenance tops the list, followed by fuel economy improvements. That says that fleets are becoming more and more interested in total cost of ownership, and not just upfront cost or fuel economy benefits.”
The study also identified an interesting inclination among fleet managers in that they are willing to invest in something that reduces operational expenses, no matter the type of operation they work in. This opens the door for mobile workforce management solutions. This type of solution gives companies with mobile workforces the tools and technology to manage the work, the people and the assets in the field, while increasing revenue and decreasing costs. A mobile workforce management solution is extremely flexible, in that it can be tailored to any business environment. As the article indicates, fleet managers are willing to invest in technology that increases the efficiency of their operation, while minimizing expenses and the most effective way to achieve this is with a mobile workforce management solution.
Here is a great video that explains specifically how to overcome key efficiency issues with mobile workforce management technology.
If you want to read the entire Fleet Owner article, click here.
For the past two years Union Taxi Co-Operative has been serving the Denver Metropolitan Area, and their business has been growing at a rapid pace. Recently, Union Taxi implemented an automated taxi dispatch system combined with in-vehicle mobile computers to boost ridership and streamline operations. As a result of adding a technology system, Union Taxi’s 265-vehicle fleet completes 13,000 trips, and transports 400,000 passengers each month. Mentor Engineering is proud to be the technology provider for Union Taxi, helping them stay competitive in Colorado’s taxi cab market. Ismaeel Chartier, General Manager at Union Taxi, talked to us about their technology implementation experience.
1. Why was it decided that equipping your operation with a technology system was necessary and what do you look for in a technology provider?
We saw there was a need to move to new technologies in order to provide better service to our customers and increase ridership. To increase our business at all, we needed to move forward with a technology solution. When choosing a technology provider I look for someone who is going to be able to solve problems. Whenever you have a new install with new technology, there are going to be problems, and the ability to have someone who can solve those problems is something that we really look for.
2. What aspects of the technology solution do you like the most?
We’ve been able to do 13,000 trips per month without needing to hire additional staff and without any problems. A lot of this is because of Mentor’s IntelliFleet system. It allows us to have the freedom to expand our business very rapidly. If we were still on a radio dispatch system, we would have to hire additional dispatchers and additional call-takers. As the general manager, I love the reporting capabilities and how it simplifies everything for me. I can see how many calls come in, I can see who is dispatching, who is canceling calls and who is making changes in the system.
3. Are there any stories or anecdotes that illustrate how the technology system is being used effectively?
For example, on New Year’s Eve in 2009, before we had our new system in place, we did 671 calls, and it seemed like we were the busiest place on the planet. In 2010, we did over 2,500 calls on New Year’s Eve and it was easy. So to me that’s the difference between having a radio dispatch system and having Mentor’s IntelliFleet system.
4. How has the system improved how dispatchers interact with drivers?
The system has cut down on communication, but that’s a good thing. Before, everything took place over the radio, so more talking on the radio meant fewer trips taking place. Basically, the system has improved our communication by limiting our communication. It has made it so that the main focus of the dispatchers and drivers is to serve the customer instead of arguing with one another about where the call is, or to repeat the address.
5. Are your drivers able to perform more trips per day with this technology?
We went from doing anywhere from 5 to 80 calls a day, and now we average over 300 calls per day. The amount of calls has increased and the ability for us to handle those calls has improved so much. The numbers over the last four or five months have been so phenomenal that our increase in trips per month is literally from 1,000 to 13,000. We couldn’t have done this with a radio dispatch system.
6. What does the future hold for Union Taxi Co-Operative?
We are going to be number one in the Denver taxi market, and this technology is going to allow us to get there. Our goal is to reach 20,000 rides per month, and I’m confident we can do this in the next few months with Mentor.
To commemorate the 20th anniversary of the Americans with Disabilities Act (ADA), the Easter Seals Project ACTION launched an online dialogue about the role of paratransit operations. Between July 26 and Aug 6, 2010, people from across the country weighed in on issues shaping the paratransit industry, from the best way to comply with ADA requirements, to planning for the future. To read more about the various reactions and thoughts on this subject, click here.
Kerr Area Rural Transportation System (KARTS), located in Hendersen, NC, transports more than 160,000 paratransit passengers a year on 42 vehicles. KARTS also provides trips to the cities of Durham, Chapel Hill and Raleigh. Their Paratransit ITS System was implemented in March 2009 and Rob Brink, Director at KARTS, shares some of the changes he’s seen since the implementation.
1. Have you seen a change in how dispatchers and drivers communicate?
It’s really night and day as far as the totality of the communication process has improved from tracking where drivers are and not having to radio them, but also being able to insert trips and cancellations and getting no-shows back. The biggest improvement is just the seamlessness of it. There’s things that can be done now that might have taken 10 minutes that can now be done instantaneously.
2. Has the system affected the complaint resolution process?
Dispatchers are able to focus more on the call, because they don’t have the radio noise in the background. Also, they’re able to give customers better answers when they ask where their vehicle is or how much longer their vehicle is going to be. Also, dispatchers are able to take care of customer’s needs more immediately because if somebody calls and says they are ready to be picked up, the dispatcher can go ahead and just send a message right out to the driver while that customer is still on the phone. This has reduced customer wait times.
3. Has the system affected on your fleet’s on-time performance?
Definitely in the way that we are able to track it. Before we had this system, there was no real-time data to base our on-time performance off of. Also, with the real-time functionality we now can see if the driver is falling behind and assist them in keeping on-time.
4. Have you noticed any environmental benefits to using the system?
We probably use 25% of the paper we were using prior to the system. Before, we were running a detailed manifest for all the drivers which were about 10-20 page documents. We’ve reduced that to trip summaries which are only 1 to 2 pages.
5. Where have you seen the most changes in your operation?
The communication aspect of the system is the biggest benefit. Being able to communicate with all drivers at one time, seamlessly, is very valuable. Not having to key up the radio and announce to everyone on the vehicles what’s going on and being able to send drivers those messages, move trips and cancel trips, has really been the biggest benefit.
Inter-County Public Transportation Authority (ICPTA) schedules more than 470 trips per day for paratransit customers within Chowan, Perquimans, Pasquotank, Camden and Currituck counties. Located in Elizabeth City, North Carolina, ICPTA implemented their Paratransit ITS Solution in July 2009. Herb Mullen, Director of ICPTA, shared some of the improvements his agency has seen since the implementation.
1. Were there drawbacks to the manual processes you were using before the ITS system?
A major drawback was man power. The only tools we had to manage routes were communicating with our drivers over the radio, randomly following them, or reviewing their manifest after they turned it in the next day. We had no efficient means of monitoring our drivers in real-time. The major draw back to the radio system was the overabundance of information that was being communicated between drivers and the office. We had drivers and the office talking over each other during busy times of the day; which made it difficult to ensure all communication concerning pick-ups, drop-offs, and route changes were being received by our staff. Implementing the Mentor Rangers solved this problem. Now dispatchers can shoot drivers the information and they can confirm they got it instantly. We don’t have to wonder if they got it, we know they got it. We can now manipulate and move trips around the driver’s manifest without having to involve the drivers, which is nice! It seems we’ve always had a few drivers that would avoid volunteering to assist others if there was a route delay and we’ve always had a few that would over extend themselves trying to assist others with their routes which could cause them to fall behind. Now the decision is made in our dispatch office by looking at our entire operation in real-time. This global, real-time view allows dispatch to evenly disperse trips to drivers throughout the day which improves route efficiency and customer satisfaction.
2. Have you seen a change in how dispatchers and drivers communicate?
Everything is more efficient. For example, before when dispatchers called a trip out to a driver they would announce, “The driver with John Doe, please pick him up at the hospital,” and hope that that driver heard it. That driver may have been on a bathroom break, assisting a client, or unable to hear the call because of other conversation occurring on the radio system. Dispatch would listen for the driver to respond with a 10-4, but they had no real way of knowing if the driver they intended to receive the radio transmission got it or if the 10-4 they heard was in response to another radio communication that could not be heard by dispatch. Now dispatchers send trips directly to the Ranger and the drivers acknowledge they received the trip instantly, which is a real time saver and a real frustration killer.
3. Has the new system affected customer service?
That aspect of the system has been wonderful. Before we would have to put the clients on hold and ask the drivers for an ETA. Now, with the Rangers, dispatchers can use the AVL feature to actually pull up a map of the service area and look to see where the vehicle is. The dispatcher can then say with accuracy,”they are two miles from your house,” or wherever they may be.
4. Where have you seen the most changes in your operation?
Improved communication and decision making. You don’t wonder who’s doing what or where they are. You can look and see where every vehicle is, who’s on board, and how fast they are going. Communication in this business is everything, if we ever get even a minor breakdown in it everything goes to pieces. The Rangers have definitely improved communication and route efficiency. We now have all of the information that used to take days to compile right in front of us in real-time, which equates to the following: better information to make better decisions that enable increased efficiency and, ultimately, improved customer satisfaction.
A blog for those of us who live and work in fleet management. Topics include engine diagnostics, driver safety, mobile workforce management, CAD/AVL, vehicle maintenance, truck distribution, global computing, work order management, and field services.
Free White Paper: Decreasing Driver Distraction
With driver distraction being a leading cause of vehicle accidents, selecting an in-vehicle computer for your fleet that lets you control when drivers/device interaction is crucial to your fleet’s safety, as well as your bottom line.
When you think of GPS, improving driver safety probably isn’t the first thing that comes to mind, but this KITV4 news story might make you think twice. This is one story of how GPS is being used to not only help drivers get to their destinations faster, but is keeping them safer as well. 
