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

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28 C H A P T E R 6 The literature review and case studies process revealed numerous strengths and weaknesses of existing transportation linkage services. Many of the weaknesses of linkage services with lesser functionality emerge as strengths of more developed programs. The different strategies and technologies utilized at each level of functionality also present unique opportunities to enhance linkage services and improve mobility for special- ized transportation customers. Similar to the previous chapters of this report, this chap- ter is structured around the continuum of linkage services introduced in Table 1. The strengths and weaknesses related to the functionality of each linkage level, as well as poten- tial opportunities for linkage providers, are presented in the following sections. An overview of this analysis, which demonstrates how weaknesses of lower linkage levels are addressed by strengths of linkages with increased function- ality, is presented in Figure 5. Level 1: Central Repository Basic specialized transportation inventories consolidate and organize information about available services in a given area but are often difficult for customers to access and use. Specialized transportation customers often rely on multiple service providers to fulfill their travel needs. Service area, cus- tomer eligibility, fare costs, trip purpose limitations, advance booking requirements, accessibility, and scheduling infor- mation for these services vary widely among the different providers within a given region. Hard-copy and static online inventories provide an effective resource for customers to learn more about services in their area. Customers can use these inventories to understand what services they are eli- gible for as well as whether the service will meet their cur- rent travel needs. Despite significantly increasing customer knowledge of available services, basic transportation inventories have numer- ous weaknesses. Directories must be printed and distributed to customers and the places they congregate. The printing and distribution process is expensive and often not comprehensive. Many agencies have tried to expand distribution by publish- ing PDF versions of their hard-copy directories online. But these online directories require customers to have access to the internet and be computer literate, or receive assistance from someone who meets these qualifications, in order to access the information. Hard-copy and static online directories become out of date almost immediately after publication, as providers and ser- vices frequently change. As directories become out of date, they are less useful to customers. Keeping inventories up-to- date and redistributing updated directories can take up sig- nificant amounts of staff time. Therefore, most agencies using hard-copy directories rarely publish updates more frequently than once per year. Additionally, some smaller human ser- vice providers request that they not be included in hard-copy directories. These operators may provide the only service within a region that fulfills a specific type of travel need but are concerned that inclusion within a directory would over- burden limited resources. As agencies relying exclusively on static directory distribution do not provide phone-based mobility assistance services, it may not be possible for cus- tomers to discover an unlisted service that may be their only option for a specific type of trip. If properly designed, static directories can significantly reduce the time and effort needed to find an applicable trans- portation service. As discussed in the case study in Chapter 2, Will County, with the help of Nelson\Nygaard, produced a hard-copy directory whose design mimics an online resource. Customers could use the services matrices to quickly identify an applicable service and find contact information. Such a resource design also allows agencies to easily identify holes within their region’s specialized transportation matrix. Online portals present the opportunity to more effectively leverage web analytics-based evaluation. But portals must be designed with this type of evaluation in mind. Separating Strengths, Weaknesses, and Opportunities

29 Figure 5. Evolution of strengths, weaknesses, and opportunities of linkage services.

30 entries into separate pages, rather than a single PDF file for all services, allows agencies to monitor views for each service. This information can then be used to determine which ser- vices are most utilized by users and which trips customers are having difficulty finding an applicable service for. Many agencies have had difficulty maintaining an orga- nized and accessible database. Entries become out of date quickly and provider information becomes unorganized as new staff members are assigned to maintain the inventory. Without a specified process, many inventories become almost unusable over time. Strengths • Provides a centralized source of information on special- ized and other transportation providers Weaknesses • Often difficult for customers and mobility specialists to quickly identify applicable services, especially in larger directories • Directories are out of date almost immediately after pub lication • Updating directories requires significant staff time and distribution expenditures • Hard copy only: directories must be physically accessed, often not widely available • Online directories only: customers must have internet and be computer literate, or receive assistance, in order to access • Hard to maintain consistent organization, especially as services are added, removed, and/or modified over time (Levels 1–5) Opportunities • Directories can be placed online, allowing any customer with computer and internet access to find transportation services 24 hours a day, 7 days a week • Directories can be designed to mimic the usability of a web-based interface, providing users with a guide to iden- tify applicable services and easily navigate to provider information Figure 5. (Continued).

31 • Directories allow agencies to identify potential holes in available specialized transportation services in their area (Levels 1–5) • Portals can be designed to more effectively leverage web analytics-based evaluation Level 1A: Provider Portal Online portals allow providers to directly update ser- vice information, increasing accuracy without additional agency staffing requirements, but agencies often have dif- ficulty getting providers to update their entries. In an effort to increase the accuracy of their transpor- tation inventories, many agencies have developed online portals that allow service providers to directly update con- tact, eligibility, fare, and other information. These portals can facilitate the development and maintenance of specialized transportation inventories without the costs associated with an agency-maintained database. Effectively developing and deploying an online portal can be difficult however. Providers do not always follow entry templates, leading to inconsistencies between entries and service descriptions that are difficult for customers to comprehend. Strengths • Allows providers to directly update service information through an online portal Weaknesses • Often difficult to get providers to regularly update portal information after service changes (Levels 1A–5) • Providers do not always follow entry template, leading to inconsistencies and/or descriptions that are difficult for customers to comprehend (Levels 1A–5) Level 2: Matching Assistance Matching assistance programs facilitate customers find- ing transportation services that may meet their needs, but these systems still require customers to contact service pro- viders in order to book a trip or get additional information. Basic specialized transportation directories (Level 1) require users to manually sift through different program options. The best designed directories include features that reduce the challenges associated with this process, but many customers still have trouble identifying an ideal service for their needs. Matching assistance, both through online applications and by phone, use triage questions to narrow down potential service options. Instead of a directory with dozens of services, users of matching assistance may be presented with just two or three services that best fit their needs. Matching assistance programs present only potential ser- vice options for customers based on eligibility and service area. Many providers have additional restrictions, such as operating hours, that are not assessed in the matching process. Customers must typically contact one or more providers to find a service that fits their specific trip. This process may be both time consuming and complicated for many users. Strengths • Uses search criteria or triage questions to identify services that meet a customer’s needs and eligibility requirements • Can harness existing 211 systems (reduces development time and cost) • Provider update nudges and match follow-ups conducted by 211 staff Weaknesses • Not linked with schedule information; customers must typically contact one or more providers to find a service that fits a specific trip Opportunities • Phone-based matching assistance services could follow up a customer request by sending an email with contact infor- mation and links to matched services Level 3: Trip Planning Assistance Trip planning assistance services provide more precise information about a wider range of transportation options but continue to require customers to contact the service provider if trip booking is required. Trip planning assistance services are typically based around a web application, which can be accessed either by the cus- tomer directly or by a mobility specialist contacted by phone. Most web applications work similarly to an online trip plan- ner by providing applicable services based on a specific trip request, with the added enhancement of curated travel options based on answers to triage questions. Users are then presented with a list of services that fit their specific trip needs, rather than a generalized list of services they are eligible to use. Some services are integrated with or provide links to public transit schedules, bicycling and walking directions, carpool matching, and taxi databases, providing more options than a traditional specialized transportation inventory. Customers relying on paratransit and many human ser- vices providers are still required to contact their provider after

32 using trip planning assistance software to book their trip. This process is especially difficult for customers who discover that the trip that best meets their travel needs requires a transfer between services. Booking trips between multiple providers often requires individually contacting each provider and then negotiating trips that would allow for a logical transfer. If cus- tomers are unable to navigate through this process, they may not be able to complete their desired trip at all. Trip planning assistance applications can be designed to be accessed using a mobile phone, either through a website scaled for mobile web browsers or a dedicated mobile appli- cation. Providing smartphone access allows customers to search for transportation services while they are traveling and also ensures that customers who access the internet primarily through their mobile device can use assistance services. Strengths • Works similarly to an online trip planner by providing applicable services based on a specific trip request • Can be integrated with public transit schedules (often through GTFS), bicycling and walking directions, carpool matching, taxi databases, etc. Weaknesses • Customers are required to contact a service provider directly if trip booking is required • Difficult to coordinate trips that include transfers between services that require advanced booking Opportunities • Mobile applications Level 4: Trip Booking Assistance Linkage services that provide customers with trip book- ing assistance facilitate the entire trip planning process from service identification to booking, but customers must contact a mobility specialist by phone. Many customers have difficulty booking a trip that meets their needs, especially those customers who rely on special- ized transportation services. Linkage services that provide trip booking assistance eliminate many of the complications related to successfully planning a trip on such services, including assist- ing with customer registration when applicable. Mobility spe- cialists help customers identify an applicable service and then contact the provider to actually book the trip. Customers can complete the initial steps on this process through an online portal when provided but typically have to contact a special- ist by phone to receive booking assistance. However, mobility specialists are at somewhat of a disadvantage because they may not know whether the provider has capacity to take the trip at the desired time. This can result in mobility specialists having to contact multiple providers or being unable to meet a specific trip request despite previous assurances. Strengths • Mobility specialists directly contact service providers to book trips on customer’s behalf • Some mobility specialists conduct three-way calls to facili- tate transfer trips Weaknesses • Customers using online portals typically have to contact a mobility manager by phone for booking assistance • Mobility specialists do not know if service provider has availability until call is made Opportunities • Allows agencies with lower staffing levels to leverage online application and focus staff assistance on trips that are more difficult to book, such as transfers Level 5: Direct Trip Booking Direct trip booking services eliminate the need to contact a provider, allowing customers to directly book, and some- times schedule, a trip using only an online application. A few linkage providers have begun integrating their online applications with trip scheduling software, such as Trapeze, RouteMatch, and Ecolane. These applications allow custom- ers to identify potential services and book a trip request with- out contacting the provider. These services function similar to an online air ticket booking website, such as Travelocity or Expedia. The major hurdle to developing direct trip booking pro- grams is integration with scheduling software. Service providers within a given region often use different software packages. To integrate a range of services, agencies might have to pay for the development of application program interfaces (APIs) that allow these different software packages to communicate with the online application. Direct trip booking programs offer numerous opportuni- ties to enhance customer mobility and streamline the linkage process. Paratransit eligibility information can be associated with a user profile, eliminating the need to verify eligibility with each transaction. Web applications can also enhance cus- tomers’ understanding of available services, allowing them to use new modes that both meet their accommodation needs and specific trip requirements. Applications can also be inte-

33 grated with vehicle tracking software to provide estimated time of arrival information to customers. Strengths • Customers can directly book without contacting the provider—now from mobile phone • A scheduler from one partnering organization can schedule trips onto another partner’s vehicle runs • Advanced analytics can be used to inform planning efforts Weaknesses • New customers must still pre-register for some systems (eligibility determination) • Service providers within a given region often use different scheduling software/practices, requiring development of new APIs or acquisition of new software Opportunities • User profile data could pre-populate paratransit eligibility application • Enhance awareness of alternative modes that can serve paratransit-eligible trips • Integration with vehicle tracking software to provide esti- mate time of arrival information to customers (to reduce “where’s my ride?” calls) • Fare integration, allowing customers to pay for multi- provider trips