Challenges
Because of the large volume of calls MetroAccess receives everyday, management wanted an automated scheduling system to improve the efficiency of the call center. Real-time, accurate fleet data was also needed to effectively measure the performance of the fleet. Finally, MetroAccess was looking for technology that would improve system productivity with instant driver-dispatcher communication. Christian T. Kent, Director of MetroAccess, explains: "[We] pursued more advanced technology for several reasons: we were interested in improving system productivity and the efficiency of driver-dispatcher communications; the sheer volume of the service being provided dictated the use of an automated scheduling system; and the need for real-time accurate data to effectively monitor and measure performance prompted our interest in an AVL system."

Solution
Mentor Engineering and Trapeze Group Inc. provided the end-to-end solution, which included Mentor Ranger®, a fixed-mount mobile computer, featuring a Windows CE 5.0 operating system. Running on Ranger is Mentor Mobility, a mobile software application that lets drivers communicate in real time with dispatchers. At the dispatch center, Trapeze PASS software gives dispatchers the ability to electronically assign trips and sends real-time schedule changes to vehicles.

Results
Christian, says: "The immediate benefit of the system is that we know exactly where our vehicles are and can examine this data either in real time or after the fact. This increases our credibility with the customer and makes it possible for us to give quick and accurate information on trip status, or to facilitate the investigation of a customer service complaint. For example, if a customer tells us that a driver didn't show up at the scheduled pickup time, we can review the AVL data and confirm. With this objective data, we can respond to the customer's concerns with greater certainty."

Another noted improvement is in the area of dispatch efficiency. "When schedules change due to cancellations, no-shows, or drivers running late, dispatchers can optimize driver itineraries by using their AVL map and readily identifying the closest available driver to take on new assignments as needed," says Christian. "This has produced better response times and enabled us to serve a greater number of customers each day."

"THIS TECHNOLOGY IS AN EXCELLENT PLATFORM UPON WHICH FUTURE ENHANCEMENTS TO OUR PROGRAM CAN BE BUILT. THE AVAILABILITY OF MORE COMPLETE AND ACCURATE DATA ON SYSTEM PERFORMANCE WILL PROVIDE POLICY MAKERS THE INFORMATION THEY NEED TO STRUCTURE THE SERVICE FOR THE FUTURE."

- Christian T. Kent, Director, MetroAccess

ROI

Improved Response Times Increased Credibility with Customers Quick and Accurate ETAs  More Customers Serviced Each Day