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

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1 Introduction Background Finding travel information can be daunting for specialized transportation customers. In response, a number of states, regions, and counties have implemented services and sys- tems that help these customers and others identify—and in some cases access—transportation services and programs that match a specific trip they wish to take or their general travel needs. For the purposes of this report, these services and sys- tems will be referred to more simply as linkages. The purpose of NCHRP Project 20-65, Task 60 was to research and identify optimal linkages, with examples, and to prepare a compan- ion toolkit, available under separate cover, that is designed to help state departments of transportation (DOTs)—and other entities from the planning, transit and human service agency communities—with the process of designing, developing, implementing, and evaluating these linkages. At a minimum, such linkages typically provide a central- ized repository of specialized transportation services and programs, often including one or more of the following: • Americans with Disabilities Act (ADA) or coordinated para- transit services • Senior transportation services • Veterans transportation services • Medicaid-sponsored non-emergency medical transportation • Other human service agency transportation services and programs • Mobility management programs and additional mobility options aimed at customers who use or cannot access some of the previously mentioned services; these programs might include volunteer driver programs, voucher/subsidy pro- grams, vehicle sharing programs, and mileage reimburse- ment programs, to name a few Some organizations have taken a broader view, developing linkages that also include information about public transit ser- vices (including general public dial-a-ride services), carpool ride-matching programs, taxis, livery and private chair car services, and even the relatively new real-time “ride-hailing app” services provided by transportation network companies (TNCs) such as Uber and Lyft. Some lead organizations have made these centralized repositories of transportation service information into hard- copy directories, while others have also or instead put these directories on a website. Many of these linkages are com- monly called One Call/One Click services because they allow the customer—either interactively on the website or with the help of mobility specialists available by phone—to make only one call or one website visit to identify relevant information or services. One Call/One Click services allow customers to learn about local transportation services and programs and to find contact information for resources that match the specifics of their specific trip needs in terms of cli- ent and trip eligibility, as well as desired pick-up and drop-off times, and preferred locations. The more advanced systems provide trip planning services and in some cases offer customers the option to book their reservation with a local transportation provider. Some systems are even planning to offer actual payment of services, as can be done with a system similar to Orbitz, Travelocity, Kayak, etc. Thus, there is a wide continuum of linkages that offer an ascending level of assistance to the customer. Whether these repositories are available in hard-copy directories, or inter- actively by telephone, computer, or mobile phone, the com- mon concept and purpose underlying these linkages is to connect users with available resources and to improve access and mobility. There are also differences in the platforms upon which these linkages are built. For example, simpler directories have been typically put together as Microsoft® Word or Excel documents. For those services that allow customer searching, such direc- tories are typically put together in a database format, such as Microsoft Access. C H A P T E R 1

2Some of the more advanced linkages have connected with 211 or 511 systems, or on proprietary paratransit scheduling software systems, while other advanced linkages have been built from scratch. Other entities have opted to build around or link with paratransit scheduling software as the focus because of their capability to book trips. Some of the feedback on this decision included an organization’s desire to use trip booking data and unresolved requests to better understand how transportation needs are being met and not being met. Many of these efforts to centralize and link users with repos- itories of transportation services and programs come under the definitional umbrella of mobility management, a strategy currently funded (at 80%) by the Federal Transit Adminis- tration (FTA) under its 5307, 5310 and 5311 programs. While the definition of mobility management is a work in progress, most practitioners include all the coordination strategies being pursued in a state, region, or community plus the introduc- tion and expansion of mobility options enabled by that coor- dination to improve mobility and access for priority user groups as the basic criterion of mobility management. Certainly, the coordination of information and access to these services fall under the definition of mobility management, and is there- fore eligible for this funding. Another important funding source from the FTA and in conjunction with Department of Veterans Affairs (VA) that has been used to develop these coordinated systems has been the Veterans Transportation and Community Living Initiative (VTCLI). Originally conceived as a way to create linkages that connect veterans with transportation options, most of these projects have taken on a broader scope link- ing all kinds of customers, including those who rely on spe- cialized transportation, with public transit, paratransit, and ridesharing options, community transportation and human transportation services, and private carriers, such as taxis, livery services, and even ride-hailing TNCs. In 2011 and 2012, 118 VTCLI grants were issued, total- ing $64 million in awards. The grants jumpstarted the design and implementation of numerous statewide, regional, and county-based One Call/One Click systems. Figure 1 indicates the location of the 119 VTCLI grant recipients. The green (lighter) pins locate the grant recipients in 2011 who col- lectively received $29 million. The blue (darker) pins locate the 2012 grant recipients who received $35 million. Among these grants (see Appendix B), 15 were received and directly administered by state DOTs, including grants in Iowa, Idaho, Illinois, Kentucky, Maryland, Minnesota, North Carolina, Figure 1. Location of VTCLI projects. Note: A select number of VTCLI grantees are not shown. Source: FTA (1).

3 New Mexico, Pennsylvania, and Vermont. A few state DOTs used VTCLI grants to fund statewide linkages, while most focused their efforts on regional efforts (1). Despite all of these efforts, many state DOTs have initiated or funded only modest attempts to link users with specialized transportation services and programs. For those states that have sought to improve information and service linkages, however, some efforts—whether statewide or regional—have proven to be more effective than others. This report examines the state of the practice of connect- ing specialized transportation users and rides on statewide, regional, and community-level bases and provides a toolkit of best practices that state DOTs may use to initiate or improve such linkages. Research Report Overview This volume is a compilation of research and data collected for NCHRP Project 20-65, Task 60. The goal of this volume is to provide state DOTs with best practices for connecting spe- cialized transportation users with the rides they need to access daily services. Within this report are the findings from a lit- erature review; interviews with employees overseeing existing linkage programs; as well as research into the coordination, marketing, and evaluation of current programs. The volume also contains an analysis of the strengths, weaknesses, and opportunities presented by each type of linkage program. The volume is organized as follows: • Chapter 2: Literature Review and Findings—a review of existing linkage services structures and relevant case studies • Chapter 3: Coordination—a description of how linkage services can fit into the wide range of coordinated mobility management strategies • Chapter 4: Marketing—a review of marketing strategies employed by existing linkage services and relevant case studies • Chapter 5: Evaluation—a description of evaluation criteria currently used by linkage providers, as well as other potential criteria that could provide important insights into program effectiveness • Chapter 6: Strengths, Weaknesses, and Opportunities— an analysis of the findings of the literature review and case studies Companion Toolkit Volume 2: Toolkit for State DOTs and Others has been pre- pared as a stand-alone document to assist state, regional, and local entities in developing linkages that (at a minimum) con- nect customers with specialized transportation services and programs that address their travel needs. The toolkit provides a seven-step process for designing, developing, implementing, and evaluating such linkages.