State DOTs Connecting Specialized Transportation Users and Rides Volume 1: Research Report (2016)

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D-1 A P P E N D I X D The Jacksonville Transportation Authority (JTA) developed TransPortal, a one-click appli- cation that allows users to identify transportation options, create step-by-step itineraries, and determine pricing based on a set of triage questions. The following detailed marketing plan for TransPortal was produced with the aid of a $50,000 VTCLI grant. TransPortal Marketing Plan

D-2 TransPortal Trip Booking Launch and Marketing Plan A One Click Transportation Resource Center offering a single point of access to plan and book travel across multiple modes in the thirteen county region. August 2015 Project Team Leaders: Carl Weckenmann, Helen Perez, Vanessa Brooks, Mark Wood, Mitch Gregory, Chris Macklin, Ann Harrell, Wendy Morrow, Jessica Perez and Liz Peak.

D-3 Project Overview Project Goal The overall goal of this launch and marketing effort is to introduce current paratransit passengers to alternative transportation modes available and assist them in using new methods of booking, cancelling and verifying their para- transit trips. This project will improve customer satisfaction by offering immediate access 24 hours a day to their transpor- tation information through the internet or interactive voice response (IVR) systems. It will also reduce JTA’s cost of pro- viding paratransit trips by encouraging paratransit passen- gers to try alternative modes of transportation and reducing the number of calls into the paratransit call center. Project Description JTA has developed an ambitious and far-reaching program for coordinating regional mobility in 13 counties in North- east Florida. The vision for the regional mobility manage- ment program is clear, simple, and achievable. The vision is to: 1) partner with exiting organizations to improve access to diverse transportation services, improve the rider’s travel experience, and achieve cost savings through regional coor- dination; 2) shift the focus from individual agencies to the customer; and 3) emphasize the entire travel experience, not just the time on the vehicle. The JTA has assembled $3.7 million through federal, state, local, and private sources for the development and imple- mentation of this unique regional mobility management program. The key features to date have not been combined and implemented anywhere else in the U.S. They include: a web-based regional trip-booking and scheduling system; the TransPortal, a web-based one call/one click information and referral system; and a mobility focused regional travel train- ing program. In addition, the program includes coordinated outreach and marketing and efforts to support and facilitate transition to regionally coordinated service delivery. The combination of these three key elements of the regional mobility management program, and the focus on integrating TransPortal and regional trip-booking and scheduling are what makes this program unique and a model for the rest of the country. Deployment of a web-based regional sched- uling system is the most technically and politically challeng- ing aspect of the JTA program and its accomplishment is groundbreaking. The web-based regional scheduling system allows staff in agencies across the region to book and schedule trips for their clients with the scheduling algorithms identifying and com- bining regional trips more cost-effectively reducing duplica- tion of services. Linking TransPortal to regional scheduling is a tremendous advance whereby the customer or a case man- ager can find the most appropriate service and then immedi- ately, with one click, book the service. Project Timeline TransPortal was launched in September 2014 providing multi-modal trip planning features across the 13 county region. The next version of TransPortal will include para- transit and flex route trip booking via the website and tele- phone system. It will be rolled out in a phased approach to develop a network of Community TransPortal Champions and to mitigate any strain on agency resources. Details on each phase are detailed later in this document. TransPortal Version II phased rollout timeline: vII.1 September 2014—Paratransit Trip Booking is avail- able via TransPortal.net and telephone system and pilot testing begins. vII.2 September through October 2014—Presentations to key stakeholders. vII.3 November–December 2014—TransPortal Support Agency Training for staff of agencies supporting para- transit passengers (Senior Assistive Living Centers, Dialysis Centers, Veterans Support Organizations, etc.) and Transit Agencies and to all clients coming through the eligibility center. vII.4 January 2015—Staged marketing campaign to all para- transit passengers begins. Phased Implementation and Marketing Plan The second version of TransPortal is anticipated to be tested and operational by mid-September. This new version launches the capability of paratransit and flex route passen- gers to book, verify or cancel their trips through the website and through a telephone system. This trip booking feature will be available for all registered passengers in Baker, Clay, Columbia, Duval, Hamilton, Nassau, Putnam, St Johns and Suwannee Counties. These new features will be rolled out in a phased approach to develop a network of Community TransPortal Champions and to mitigate any strain on agency resources. The market- ing collateral will be developed during the months of Sep- tember and October. vII.1 Paratransit Trip Booking Available and Pilot Project Begins September–October 2014 The implementation of the paratransit trip booking, verifi- cation and cancellation features on www.TransPortal.net and

D-4 telephone is anticipated to be completed by mid-September. This implementation includes testing of the features by JTA staff in the paratransit and systems planning departments. Following the successful testing by JTA staff, a pilot group of paratransit clients will begin using the technology. This group will test and provide continuous feedback on the func- tionality and convenience of the tools. Marketing collateral: A quick reference guide for clients and gifts of appreciation ordered for pilot testers due by September 18, 2014. Action items: 1. Develop Testing Plan 2. Create TransPortal launch folder and grant Jessica access (Ann Harrell) 3. Select TransPortal thank you items (Jessica Perez) 4. Identify pilot group testers—20 TransPortal & 10 IVR (Chris Macklin) 5. Schedule pilot group training sessions (Ann Harrell and Liz Peak) 6. Train all Connexion staff (Liz Peak) 7. Establish success measurements and tracking tools (Mark Wood) vII.2 Presentations to Key Stakeholders September–October 2014 The paratransit trip booking, verification and cancellation features will be presented to various key stakeholders. The goal of the presentations is to provide information to enable key stakeholders to be able to respond to questions from their clients and champion the program. Marketing collateral: A one-page fact sheet for Stakeholders due by September 24, 2014. Action item: 1. Create a calendar and place it on the shared drive 2. Add the TransPortal link to the JTA website 3. Identify and schedule or participate in meetings with key stakeholders. Stakeholders: Stakeholders for this project include transit agencies from across the region, passengers and agencies that support para- transit passengers. They include: Transit Agency Stakeholders: • JTA Paratransit Office • JTA Community Shuttle Office • Baker County Council on Aging • Clay County Council on Aging • Nassau County Council on Aging • Ride Solution (Putnam County) • St Johns County Council on Aging • Suwannee Valley Transit Authority State and Public Stakeholders: • Agency for Persons with Disabilities • Dept of Housing and Urban Dev • Dept of Veteran Affairs • Elected Officials in each county • FL Agency for Health Care Administration • FL Commission for the Transportation Disad • FL Dept of Education (Vocational Rehab) • FL Dept of Elder Affairs • FL Dept of Transportation • JTA Board of Directors • Local Coordinating Boards in each county • Mayor’s Disability Council • North Central FL Regional Planning Council • Northeast FL Regional Council • NE FL Regional Transportation Commission • North FL TPO Community Stakeholders: • AARP • American Cancer Society • Brooks Health • Career Source of Northeast FL • Centers for Independent Living • Challenge Enterprises • COJ Military Affairs and Disabled Services • Community Hospice of Northeast FL • Council for the Blind • Disabled American Veterans • Dialysis Centers • Edwards Waters College • ElderSource • FL State College at Jacksonville • Greater Jacksonville Area USO • Jacksonville Housing Authority • Jacksonville Military Veterans Coalition • Jacksonville Transportation Advisory Council • Jax Legal Aid • JAXUSA/Chamber of Commerce • National Disability Institute • Naval Air Station Jacksonville • Naval Station Mayport • Nonprofit Center of Northeast FL • North FL/South GA Veteran Health System • Northeast FL Veterans Council • Orange Park Medical Center • Sulzbacher Center • The ARC Jacksonville • The Community Foundation

D-5 • UF Health (Shands) • United Way 211 • University of North FL • Veterans Reintegration Center of Jacksonville vII.3 Support Agency Training November–December 2014 Training session will be held across the region with tran- sit providers and agencies that support paratransit passengers including Senior Assistive Living Centers, Dialysis Centers, Veterans support organizations and etc. during the months of November and December. These training sessions will be held at the individual agencies and in classroom setting such as the FSCJ Computer Training Lab. During this time, any clients renewing or applying for paratransit eligibly will also be given access and trained on booking their trips through TransPortal. Marketing collateral due by October 16, 2014: • Updated Quick Reference Guide for Clients • Quick Reference Guide for Agencies • TransPortal portfolios (on hand) • TransPortal stylus/pen (on hand) • TransPortal flash drives with additional training materials (on hand) Action items: 1. Identify partnering agencies and staff 2. Schedule training sessions 3. Modify Travel Training program to including TransPortal Trip Booking 4. Modify Eligibility procedures to include TransPortal signup and training 5. Train call center staff to respond to TransPortal questions 6. Establish success measurements and tracking tools vII.4 Staged Marketing Campaign to All Paratransit Passengers January 2015 and ongoing After the holidays and in conjunction with other Connex- ion initiatives, the mass marketing campaign to all paratransit riders will begin. The campaign will start with Duval County riders and then expand to all participating counties by: • Contacting each paratransit rider via: – Direct Mail – Posters and rack cards at destinations frequented by paratransit clients • Publishing multi-media announcements – Press releases – Call hold announcements – Making Moves magazine – Making Moves television show • Social media promotion on agency and partner (MDC & other) sites – Facebook – Twitter Marketing collateral due by December 18, 2014: • Letters addressed to each eligible client • Posters and rack cards • Media release plan • Social media plan Action items: 1. Identify eligible clients 2. Update all eligible clients with TransPortal password 3. Update hold messages 4. Develop mailing list 5. Print and stuff envelopes 6. Draft list of collateral distribution sites 7. Schedule multi-media releases/production 8. Establish success measurements and tracking tools Summarized Project Marketing Items TransPortal marketing items purchased previously through a Section 5317 grant include: • Black TransPortal portfolios—approximately 72 units remain • Blue TransPortal pen/stylus—approximately 240 units remain • Blue TransPortal flash drive—approximately 190 units remain Additional marketing items required include: Due by September 18, 2014: • TransPortal link added to JTA website • Quick Reference Guide for Client Testers • One-page fact sheet for stakeholders • Gifts of appreciation for pilot testers and other stakeholders ordered Due by October 16, 2014: • Updated Quick Reference Guide for Clients • Quick Reference Guide for Agencies Due by December 18, 2014: • Letters addressed to each eligible client • Posters and rack cards • Media release plan • Social media plan

D-6 Due by January 22, 2014: • Client letters stuffed into corresponding envelopes with program information • Postage applied to each envelop and mailed • Posters and rack cards distributed • Media (social and multi-media) campaign started TransPortal Version II Budget The JTA has been awarded a second Veterans Transporta- tion and Community Living Initiative (VTCLI II) program grant of $50,000 from the Federal Transit Administration for the marketing of the TransPortal Project. VTCLI II budget line items as submitted to the FTA in the grant application include: • $1,600—Introduction to One-Call/One-Click educational materials for program partners • $5,000—Additional instructional materials for program partners • $300—Print advertising posters to be displayed at partner locations • $43,100—Develop and produce informational rack cards to be distributed at activity centers and sent via direct mail to clients Action items: 1. Any changes to the dollar value assigned to each budget line item must be submitted to the Grants Department by September 11, 2014.

Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America’s Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TDC Transit Development Corporation TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S.DOT United States Department of Transportation

TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-37556-6 9 7 8 0 3 0 9 3 7 5 5 6 6 9 0 0 0 0 N O N -PR O FIT O R G . U .S. PO STA G E PA ID C O LU M B IA , M D PER M IT N O . 88 State D O Ts Connecting U sers and Rides for Specialized Transportation, Volum e 1: Research Report N CH RP Report 832 TRB