Improved Demand Response Productivity and Service Quality Through Dispatch Strategies

摘要

The ability of transit agencies to staff dispatch effectively and use technology to its full advantage is critical in responding proactively as service changes occur and in making sound routing decisions. Sound routing decisions result in improved productivity and cost-effective service delivery. A modest 3% improvement in service productivity would save the average rural demand response transit agency approximately $65,000 annually. This project focused on improving productivity while maintaining service quality. Researchers collected data from 42 demand response rural and small urban transit agencies regarding operations and use of technology. Case studies of five representative agencies focused on: (1) dispatcher goals and objectives, (2) dispatch-driver policies and procedures, (3) team responsibilities and expectations, and 4) reports and material collection. This resulting guidebook describes the impact of maximizing productivity, development of policies and procedures that affect productivity, service delivery strategies that impact productivity, dispatch performance measurement, an assessment tool for productivity elements of dispatch, and steps to implement a productive dispatch operation. The guidebook will also be available via the Texas Transportation Institute (TTI) website.