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

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4C H A P T E R 2 The research included the following: • A review of literature related to these linkages • Follow-up telephone calls, e-mails and interviews with a variety of lead agencies, including state DOTs, regional transit agencies, metropolitan planning organizations, regional planning commissions, regional coordinating councils, area agencies on aging, 211 agencies, FTA offi- cials, National Center for Mobility Management staff, and practitioners and linkage designers in the industry • Follow-up with several best-practice case examples to gather detailed information on the design of the linkage, the evaluation criteria set forth to self-evaluate the success for the linkage, and the actual performance in view of the evaluation criteria The literature review and follow-up efforts unveiled the extent of the systems implemented, being implemented, and being planned, many resulting from the VTCLI grants described in Chapter 1. Unfortunately, while these VTCLI grants were awarded in 2011 and 2012, most of the One Call/ One Click projects that were funded with these grants were still in development at the time this report was prepared, and so little hard data on their use exists. The research shows that a number of state, regional, and municipal authorities created—or are in the process of creating—inventories of specialized transportation services and programs. Once the inventories have been prepared, there have been two major tasks to consider: (1) how to keep the inventories updated and (2) how to make the inventories increasingly available to specialized transportation customers. These two tasks are connected. If the inventory is for plan- ning purposes only, a periodic update coinciding with plan- ning studies would likely suffice. If the inventory is designed to provide information to users, however, then frequent if not continuous updates of the information are needed. This range of available service levels suggests the following scale of linkage types, sorted by functionality and presented in Table 1. Each of these levels is further discussed in the following sections. Examples of linkages, presented as short case studies, are identified for the five main levels. Level 1: Central Repository Currently and in previous years, specialized transportation services inventories are primarily distributed to human ser- vice agencies and senior centers as hard-copy directories. In this format, inventories are typically created during planning studies and provided a snapshot of services available at the time of publication. However, hard-copy directories quickly became out of date, as providers, available services, and pric- ing frequently change. Updating inventories is time intensive for staff, and agencies lack the budget needed for reprinting and redistributing directories. Many inventories are simply not updated after initial publication, significantly reducing their usability over time. With the advent of the internet, many agencies began to post inventories directly on their websites. These online direc- tories either complemented or supplanted hard-copy distri- bution. In many cases, online directories allow agency staff to quickly update inventory data without the cost of hard-copy publication, but agencies often continue to lack the funding to dedicate staff time toward maintaining their directories. Case Study Will County As part of a coordinated paratransit study in 2009, Nelson\ Nygaard and Will County, part of the Chicago metropolitan area, created the Community Transportation Services Direc- tory (see Appendix C). The hard-copy directory was based Literature Review and Findings

5 around an easy-to-follow matrix system, essentially mim- icking the functionality of a web-based directory. The Will County directory included information about both publicly funded and client-only human services agency transporta- tion services. All publicly funded services were organized in a matrix based on trip origin and rider type (general public, older adults, and persons with disabilities). Human service agency transportation services were organized in a similar matrix, based on provider and eligible clients (older adults, persons with developmental disabilities, persons with low income, veterans). The matrices allow prospective special- ized transportation customers to quickly identify a service that fits their needs, rather than having to analyze dozens of individual providers. Both matrices include page numbers for each service, directing the user to a provider page with program details and contact information. Level 1A: Provider Portal Placing directories online provided agencies with the oppor- tunity to reevaluate how they create and maintain special- ized transportation inventories. Some agencies have replaced static directories with editable online portals. The portals allow providers to update information about their services directly online, rather than relying on agency staff. This sys- tem increases information quality without adding new—or reducing existing—direct agency costs and staff requirements. However, agencies using online portals are reliant on operators to maintain updated information. If the portal is consistently updated with reliable information, customers will be more likely to rely on the inventory to find transportation services. But if operators do not consistently provide data, invento- ries will continue to be outdated and therefore less useful for customers. Level 2: Matching Assistance While hard-copy and online directories can be an essential resource for specialized transportation users, many customers have difficulty navigating through the numerous restrictions and limitations of transportation providers. These limita- tions might include client eligibility, trip purpose eligibility, service area, operating days and hours, vehicle types, accom- modation restrictions, and fares. To better assist riders, some agencies and organizations have created phone-based services that allow callers to speak directly with agency staff, known as “mobility management specialists,” about their transporta- tion options. Mobility management specialists typically ask customers a series of triage questions designed to narrow down poten- tial transportation options. The questions focus on customer demographics, required accommodations, social program eli- gibility, and trip time and location. After potential services are identified, the specialist provides program and contact infor- mation to the caller. The caller can then use this information to contact a provider and schedule a trip. Phone-based linkage services require significant budget allocations and are thus beyond the reach of many agen- cies and organizations. To provide a similar, but lower-cost, service, some agencies have developed online portals based Table 1. Continuum of services linking specialized transportation users and rides. Level Name Functionality Description 1 Central Repository Creation of, or linkage with, existing centralized repository of transportation resources Static, hard-copy listing of services and programs distributed or accessed via phone or website 1A Provider Portal + provider portal Service providers can update their information at any time 2 Matching Assistance + ways to narrow down service and program options Customers supply search criteria or answer “triage questions” asked by a mobility specialist (call-taker) or prompted by an online system to reduce providers to viable options 3 Trip Planning Assistance + trip planning assistance Customers use online system or call a mobility specialist to get detailed ways to make a particular trip 4 Trip Booking Assistance + trip booking by mobility specialists Mobility specialist calls provider to book trip on behalf of customer 5 Direct Trip Booking + trip booking by customer Trip booking via links to paratransit systems (one system allows a scheduler from one partnering organization to schedule trips onto another partner's vehicle runs)

6around the triage question concept. Instead of a complete list of potential transportation options, customers are pre- sented a series of questions similar to what would be asked by a mobility management specialist. Based on the responses, the portal then generates a cut-down list of providers that best fit the mobility needs of the customer. In combination, online- and phone-based linkage ser- vices are known as One Call/One Click. Numerous One Call/One Click centers received funding through VTCLI and have recently or are in the process of being implemented. As mentioned previously, some agencies and organizations have developed these services from scratch. Others have inte- grated their inventories with existing statewide, regional, or local 211 services. To connect 211 and One Call/One Click, sponsoring agencies are given full access to transportation inventories and trained on how to use hard-copy or web-based portals and/or trip planners. This integration appears to be particu- larly effective, as 211 operators are trained and have extensive experience with connecting callers with a variety of services and information. Adding specialized transportation infor- mation enhances the utility of 211 services as operators can both provide information about a service, for example a medical clinic, and then provide information about poten- tial ways to access that service. 211 operators are also trained to follow up with users, a function which can ensure that users are able to successfully complete a trip and allow pro- viders to generate valuable feedback information. Case Studies 211 LA County 211 LA County is the primary provider of social service information and referrals in Los Angeles County, California. The organization maintains a database of over 5,000 social service providers and programs, including several hundred transportation resources. Customers can access this database by either contacting a community resource advisor by phone or searching the database online. When customers contact 211 LA County by phone, community resource advisors ask a series of triage questions designed to narrow down a selection of potential keywords. These keywords are then entered into a taxonomy database, which generates a list of potential ser- vices and programs that match the search parameters. Advi- sors then validate the matches and provide applicable service and contact information to the customer. 211 LA County advisors follow up with a selection of customers in order to ensure that they were able to access a recommended service or program (David Serby, Mobility Manager, 211 LA County, telephone interview, August 3, 2015). Customers can also directly search the taxonomy data- base using the 211 LA County website. The database has two search functions: guided search and keyword search. The guided search function asks customers to provide their zip code and then presents a list of transportation subcatego- ries, such as “Senior Transportation” or “Non-Emergency Medical Transportation.” After the customer selects a sub- category, they are presented with a list of service providers that operate within their identified location. Customers can also search the database using keywords and taxonomy codes in a way similar to how a community resource advisor would use the system. 211 LA County, through a partnership with the Antelope Valley Transit Authority, also operates a mobility manage- ment program, funded by the Job Access and Reverse Com- mute Program (JARC), for low-income individuals seeking employment. The program offers in-person mobility man- agement services, including travel training and trip planning assistance. As of July 2014, 211 LA County is assisting Ante- lope Valley Transit Authority in screening clients and sched- uling around 400 dial-a-ride trips monthly (David Serby, Mobility Manager, 211 LA County, telephone interview, August 3, 2015). Denver Regional Mobility & Access Council In the mid-2000s, several community organizations and transportation providers in the Denver area, led by the Colo- rado Health Foundation and Rose Community Foundation, formed a collaborative, known as Getting There, designed to provide information and access to transportation services for older adults. With assistance from Nelson\Nygaard, the col- laborative created a specialized transportation services direc- tory, the Getting There Guide, for the Denver metropolitan area. In addition to a more traditional hard-copy directory, the collaborative uniquely developed laminated placemats with information about available transportation services (see Appendix A). The placemats were distributed to locations where seniors congregate for meals, including senior centers and independent living facilities. In more recent years, the services provided by the Getting There collaborative have been assumed by a newly formed organization known as the Denver Regional Mobility & Access Council, which itself is a project of the Colorado Nonprofit Development Center. The council has continued to update and distribute the hard-copy directory on an annual basis, with irregular mid-year updates based on major service changes. The council has also worked to develop an online matching assistance portal known as Transit Options. The portal asks a series of triage questions that help determine user and trip

7 eligibility for various services. After completing the questions, the portal generates a list of recommended providers as well as contact and fare information for each service (2). Level 3: Trip Planning Assistance Initial One Call/One Click programs only provided riders with basic information about available transportation ser- vices. Several programs have begun to include more in-depth trip planning assistance to users. In addition to program and contact information, these programs collect schedule infor- mation from transit operators and connect with mapping services to provide walking and bicycle trip data. Customers using these more advanced One Call/One Click services are presented with specific directions for trips on various modes, rather than just provider contact information. One Call/One Click programs with trip planning assis- tance provide customers with a clearer understanding of their mobility options. For example, a customer may discover that their local transit system can accommodate wheelchairs. Utilizing a nearby bus route could enhance trip flexibility, eliminating the need to schedule a paratransit trip several days in advance. Furthermore, these systems reduce the need to analyze numerous transit service schedules or service pro- vider operating hours. Users simply input the origin, des- tination, and time of their trip, and the online application or mobility specialist presents provider options with specific schedule information. Many trip planning assistance programs offer customers the opportunity to become a registered user. On phone-based systems, registration is often connected to the customer’s phone number, allowing staff to pull up rider information automatically. For web-based systems, customers can option- ally choose to set up a user name and password, which is entered each time they visit the web portal. After registering, programs are able to maintain a list of trips that the customer has pre- viously requested. Customers can simply identify a common trip from this list to populate required information. User reg- istration ultimately reduces the time both a user and a mobil- ity manager spends on accessing a transportation service. An example of one-click software is provided by 1-Click/ CS, an open-source One Call/One Click application devel- oped by Cambridge Systematics. The software allows cus- tomers to plan a trip based on their unique eligibilities and accommodation requirements. The software functions sim- ilarly to an online mapping service, such as Google Maps. Users input their origin, destination, and trip time, answer a set of triage questions, and are presented with several options and modes for completing their trip. After selecting a trip option, the software presents the user with operator informa- tion and detailed step-by-step instructions (Figure 2). One-click software is designed to be used both directly by customers as well as by mobility management specialists. When a customer contacts a linkage service by phone, a spe- cialist can use the software as a guide for triage questions and as a source for information about potential services. Customers can directly access the application from desktop computers as well as phones and tablets. Agencies can also place software- enabled kiosks in high-traffic areas where customers may not otherwise have access to the internet, such as a VA hospital or senior center. Users of one-click portals are encouraged to sign up for a user profile. The profile allows customers to save their answers to trip eligibility and accommodation triage questions, access a list of previously planned trips, and save frequent origins and destinations. 1-Click/CS also allows customers to des- ignate another individual, such as a family member or care- taker, as a “buddy.” Buddies are able to access the software on behalf of a customer to access user information and plan a trip. This same functionality can also be extended to agency staff, such as a mobility manager at a phone-based one-call hotline. Some agencies have also opted to connect paratransit qualification information directly with user profiles. One-click software, including 1-Click/CS, often has fea- tures designed to improve the mobility management pro- cess. Participating providers can directly access transportation inventories to update information about their services. Agency staff can auto-generate a wide range of reports to help evalu- ate how customers use the software and available transporta- tion resources. Customers can also provide feedback about the options presented to them, which can help agencies deter- mine whether existing transportation services meet constitu- ent needs. Case Study Inland Empire United Way In Riverside and San Bernardino counties, the Inland Empire United Way (IEUW) received a VTCLI grant to implement 211 VetLink, a one-click portal based on 1-Click/CS soft- ware. The IEUW linkage allows veterans to receive infor- mation about local public transit and demand-response services by contacting a mobility specialist through 211 or using the online portal. The portal also enables both veterans and mobility specialists to generate directions and instruc- tions for a specific trip. Since implementing the linkage service, IEUW has played an active role in enhancing mobility options for veterans. Five out of eight local public transit agencies have agreed to provide fare-free bus service for all veterans regardless of dis- ability status. The organization is also working with the VA

Step 1: Trip Details Source: “Login.” 211VetLink. Riverside Transit Agency, n.d. Web., October 2, 2015. Image provided by Cambridge Systematics. Figure 2. 1-Click/CS trip selection process.

Step 2: Triage Questions Source: “Login.” 211VetLink. Riverside Transit Agency, n.d. Web., October 2, 2015. Image provided by Cambridge Systematics. Figure 2. (Continued).

Step 3: Trip Options Review Source: “Login.” 211VetLink. Riverside Transit Agency, n.d. Web., October 2, 2015. Image provided by Cambridge Systematics. Figure 2. (Continued).

Step 4: Provider/Trip Details Source: “Login.” 211VetLink. Riverside Transit Agency, n.d. Web., October 2, 2015. Image provided by Cambridge Systematics. Figure 2. (Continued).

12 to establish a Veterans Transportation Service to improve mobility in rural Riverside and San Bernardino counties. The planned program would include rural feeder services to departure points for long-haul services to VA medical centers. IEUW will integrate schedule information, and eventually trip booking, for these services directly into the 211 VetLink sys- tem (Osvaldo Maysonet, 211 Access & Mobility Coordinator, IEUW, telephone interview, August 5, 2015). Level 4: Trip Booking Assistance In recent years, some mobility management agencies have started to assist customers in booking trips on specialized trans- portation services. In these systems, customers select a provider using either an online application or by calling a mobility man- agement specialist. The specialist then contacts the provider, schedules a ride, and provides trip information to the customer. If using the online trip planner, the user typically needs to call a specialist in order to initiate the booking process. The trip booking function significantly reduces the learning curve for using specialized transportation services. Custom- ers are assisted in all aspects of the process, from identifying a range of potential services to booking a specific trip. Case Studies Ann Arbor Area Transportation Authority The Ann Arbor Area Transportation Authority (AAATA) MyRide mobility management service provides information and assistance to transit-dependent individuals in Ann Arbor and Washtenaw County and select areas in Jackson, Lenawee, Livingston, Monroe, Oakland, and Wayne counties, Michigan. AAATA has amassed a centralized repository of transporta- tion resources, which includes information on public transpor- tation services, non-profit human service agency transportation providers, and private carriers. To date, nine private taxi and limousine licensed transportation providers are included in the MyRide system. Customers may call MyRide to find out information about how to access these services. MyRide’s information specialists/call takers provide information and referral service, trip planning assistance, and scheduling assis- tance for advance requests and same-day trips on one of the nine providers. In FY 2014, MyRide’s staff scheduled close to 19,000 trips. With JARC and New Freedom funding, the MyRide pro- gram also provides trip fare assistance and travel training ser- vices for individuals who are unable to access or use existing public transportation services (Chris White, Manager of Ser- vice Development, and Bill DeGroot, Financial Analyst and Planner, AAATA, interview, June 17, 2015). Area Agency on Aging 1-B Launched in May 2012, MyRide2 was developed and is man- aged by the Area Agency on Aging (AAA) in AAA region 1-B in the suburban Detroit area. MyRide2 provides a linkage ser- vice for seniors and persons with disabilities in the six-county area of Southeast Michigan (Livingston, Macomb, Monroe, Oakland, St. Clair, and Washtenaw). The service was recently expanded to AAA region 1-C (The Senior Alliance) serving the 34 communities of southern and western Wayne County. MyRide2’s services include information and referral, trip planning and booking services utilizing a centralized database of community, public, and private transportation services that may be accessed by seniors or adults with disabilities. AAA 1-B staff work closely with SMART, the regional suburban tran- sit agency outside Detroit, and with all the community-based transportation services (funded by SMART’s Community Partnership program). The listings are researched and vetted by MyRide2 staff and the database is updated on an ongoing basis. MyRide2 can be accessed by telephone or over the inter- net. MyRide2 mobility specialists are available to assist users over the phone and help book a trip on their behalf, or cus- tomers can find services via the website and call that service to get a ride. In FY 2014, almost 1,200 information and referral calls were handled, of which six involved an AAA 1-B mobility specialist scheduling the trip on the caller’s behalf. Indeed, of all the calls that came to MyRide2, 85% involved a caller seeking a ride (Tina Abbate Marzolf, Executive Director, and Roberta Habowski, Project Manager, AAA 1-B, interview, June 16, 2015). SMART was awarded a VTCLI grant in 2012, which was envisioned to purchase software that would enable AAA 1-B to directly book trips onto scheduling systems used by vari- ous community transportation providers. At the time of this report, the grant had not been used because discussions are continuing between SMART and AAA 1-B on the best way to pilot this capability. Level 5: Direct Trip Booking The most recent innovation in linkage services is the abil- ity for specialists to directly book a trip on services operated by partner providers. Trip scheduling services are typically built off of an existing software package, like Trapeze or RouteMatch. Integrating services into the system typically requires a significant expenditure, as well as buy-in from partner providers. Once implemented, this function allows riders to identify a service, book a trip, and sometimes directly pay the operator using a single online application.

13 Case Studies Jacksonville Transportation Authority The Jacksonville Transportation Authority (JTA) has devel- oped a one-click application known as TransPortal. The appli- cation allows users to identify transportation options, create step-by-step itineraries, and determine pricing based on a set of triage questions. As of July 2015, 28 transit agencies and service providers are included within TransPortal. The soft- ware is connected with General Transit Feed Specification (GTFS) based transit scheduling information, an open-source taxi fare database, and Amtrak’s dynamic faring system. These connections automatically update schedule and fare informa- tion, reducing the staff time needed to update service data. JTA uniquely marketed the service as a tool to understand how mobility options would change after its local bus system underwent major changes in December 2014. The associated advertising campaign for this effort dramatically increased usage among traditional users of public transit services. As of July 2015, over 26,000 trip itineraries have been generated using TransPortal, with around 83% of itineraries including only public transit services. JTA integrated paratransit trip booking directly into the TransPortal software package by August 2015. To facilitate trip booking, TransPortal accesses trip information through Tra- peze, a software program used by paratransit operators in the Jacksonville, Florida, region. Paratransit customers are able to input trip information, identify a paratransit service, and book a trip without having to speak directly with the operator. To ensure that TransPortal users qualify for paratransit services, JTA will send user names and passwords to each rider that has successfully completed the eligibility application process. After implementation, paratransit customers will be required to initiate trip booking through TransPortal. JTA is also integrating scheduling for its flex-route transit services. Paratransit-eligible customers are not charged a fare on flex routes in the Jacksonville area. With full integration of both paratransit and flex-route trip scheduling, eligible riders will be able to better understand when flex-route or fixed-route service may provide a comparable alternative to paratransit. In some cases, riders may opt to use a free flex- or fixed-route service, rather than a paratransit service that is more heavily subsidized by JTA (Liz Peak, Regional and Flexible Ser- vices Coordinator, JTA, telephone interview, August 5, 2015). Pennsylvania Department of Transportation The Pennsylvania Department of Transportation (PennDOT) developed a one-click application known as FindMyRidePA. The software enables veterans and other transportation-disadvantaged populations to obtain accu- rate and timely information about a wide range of available transportation services. PennDOT initially placed kiosks that could be used to access FindMyRidePA in locations with high transit usage, such as VA centers. More recently, based on data collected in the initial stages of the program, the agency has focused on enhancing access from mobile devices. FindMyRidePA is also integrated with Ecolane paratransit scheduling software to enable direct trip booking on several paratransit operators in south central Pennsylvania. Para- transit customers are given a unique user ID that allows them to access trip booking services on the FindMyRidePA website and mobile application (see Figure 3). Phase 1 of the project has covered a six-county region in south central Pennsyl- vania in conjunction with the York Area Transit Authority. Phase 2 will expand the program to a larger geographic area and eventually statewide (John Taylor, PennDOT, telephone interview, August 5, 2015). Utah Transit Authority The Utah Transit Authority (UTA) developed a one-click portal, 1-Click|UTA, in support of the Wasatch Regional Mobility One-Click Website initiative. Once implemented, the system will provide a unified multimodal trip planning tool designed to meet the transportation needs of human ser- vice transportation clients, such as veterans, military families, elderly individuals, and disabled individuals, in the greater Salt Lake City region. A primary goal of the UTA one-click program is increasing awareness of transportation services operated by local human service providers. UTA is working to integrate RidePilot, an open-source scheduling software package, with the agency’s one-click software. As part of this integration process, UTA will be supplying RidePilot software for a low cost to human service providers that currently use paper or spreadsheet- based scheduling. By increasing the number of providers using RidePilot, UTA hopes to enhance the range of direct booking options available on its portal and streamline the process of utilizing specialized transportation services (Ryan Taylor, UTA, telephone interview, August 5, 2015). Summary of Case Studies Table 2 summaries the nine case studies and includes the following information: • The level of functionality • The lead agency type • The geographic scope

14 Figure 3. FindMyRidePA mobile booking process. Source: FindMyRidePA. Rabbit Transit, n.d. Web., October 5, 2015. Images provided by Cambridge Systematics.

15 Program Level Lead Agency Type of Organization Geographic Scope Notes Community Transportation Services Directory 1 Will County, Illinois County Government Will County, Illinois  Innovative matrix-based static directory design that mimics the functionality of an online interface Getting There Guide 1 Denver Regional Mobility & Access Council Regional Coordinating Council Denver, Colorado Metropolitan Area  Developed new methods for distributing specialization transportation services information, including laminated placemat directories 211 LA County 2 211 LA County Non-profit Organization Los Angeles County, California  Uses triage questions to identify search keywords, which are then entered into a taxonomy database to develop a list of potentially applicable transportation programs and services 211 VetLink 3 Inland Empire United Way Non-profit Organization Riverside and San Bernardino Counties, California  Project driven by veterans organizations  Link with 211 information and referral system (iCarol) to be implemented  Focus on understanding unmet needs MyRide 4 Ann Arbor Area Transportation Authority Regional Transit Authority Washtenaw County, Michigan  MyRide mobility specialists booked 19,000 trips in FY 2014 MyRide2 4 Area Agency on Aging 1-B Area Agency on Aging Southeast Michigan (six counties)  On behalf of AAA 1-B, the regional transit agency SMART has secured a VTCLI grant to allow AAA 1-B mobility specialists to directly book trips on over 70 providers TransPortal 5 Jacksonville Transportation Authority Regional Transit Authority Jacksonville, Florida (Duval County)  All paratransit-qualified customers receive a unique login to access online paratransit booking after completing application process  Working to integrate flex-route booking to enhance demand- response options available to customers FindMyRidePA 5 Pennsylvania Department of Transportation State Department of Transportation South Central Pennsylvania (seven counties); to be expanded statewide  Links with Ecolane paratransit scheduling software  Demonstrated use from kiosks and mobile apps 1-Click|UTA 5 Utah Transit Authority Regional Transit Authority Wasatch Front of Utah (seven counties)  Linked with multiple paratransit schedule software packages, including Ride Pilot open-source scheduling system Table 2. Summary of case studies of services linking specialized transportation users and rides.