ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies (2022)

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160 Glossary of DRT Acronyms and Terms A P P E N D I X C This appendix includes acronyms and terms commonly used in association with ADA Paratransit and other DRT services. It is an updated and broadened version of Appendix A from TCRP Report 135, ADA Paratransit Service Methods. Some of the definitions that apply to terms associated with ADA complementary paratransit are borrowed in whole or in part from the Federal Transit Administration (FTA) Circular C 4710.1 Americans with Disabilities Act (ADA) Guidance, November 4, 2015. Additional explanation of these terms and other terms are based on the author’s knowledge and experience within the industry. Abandoned Calls These are reservations calls that are put on hold (manually or by an automated telephone system) and that are subsequently terminated by the customer. The number of abandoned calls, if tracked by a telephone management information system, can be used as a service quality measure. A high rate of abandoned calls may indicate that there is an insufficient number of call takers (for any given day or shift) to handle the volume of calls or an insufficient number of telephone lines, possibly pointing to a capacity constraint. As discussed in FTA Circular 4710.1, Chapter 8, Complementary Paratransit Service, ADA paratransit shall not be limited due to capacity constraints. ADA Complementary Paratransit (often referred to as ADA Paratransit) This is a paratransit service that transit agencies with fixed route service are obligated to provide to persons who cannot access or use its fixed-route bus or rail service because of their disability or disabilities. Under the ADA, a transit agency must provide the service where and when it operates fixed- route bus and/or rail transit service. The service area for ADA paratransit service is defined by three-quarter mile corridors on either side of bus routes or a three-quarter mile radius from train station. At a minimum, service must be provided on a next-day request basis. Fares may not be more than twice the regular fixed-route bus/rail fare. Service cannot be prioritized by trip purpose. And transit agencies must provide service in such a way that there is not a pattern or practice of denials, late service, missed trips, excessively-long trips, telephone access, or other operational practices that suggest capacity constraints. Specific vehicle and lift/ramp specifications are also provided. See a more expanded definition in the FTA Circular 4710.1, Chapter 8, Complementary Paratransit Service. Also commonly referred to as “ADA Paratransit.”

Glossary of DRT Acronyms and Terms 161   ADA Paratransit– Certified Drivers This phrase, pertinent to ADA paratransit service, connotes that drivers are trained to proficiency, and participate in drug and alcohol testing programs under the auspices and monitoring of the transit agency. As such, an ADA paratransit-certified driver who may be driving for a microtransit service can be used to serve an ADA paratransit trip. Advance Request Period The period of time (before the day the trip is taken) when a trip request may be placed. For example, 7 days in advance, 14 advance, next-day. For ADA paratransit services, transit agencies must provide, at a minimum, next-day service. This means that customers can request a Wednesday trip by booking the trips on Tuesday during reservations hours. This requirement also means that transit agencies must provide a way for customers to request service for Sunday or Monday if the call center is closed on the weekend. While FTA Circular 4710.1 points out that same day service for ADA paratransit is not required, some ADA paratransit services systems do provide or have provided same day service for their ADA paratransit customers, although most provided same-day service on an “as available” basis and/or in response to request for will-call returns. See also Subscription Service. Alternate Service A transit-subsidized on-demand mobility option offered by a transit agency to ADA paratransit customers. The service must be compliant with the ADA but does not fall under the service criteria governing ADA Complementary Paratransit. This is because: (1) the decision to use the alternative service is totally up to the customer; (2) while the transit agency can offer/suggest the alternative service option, the customer may still choose to use the ADA paratransit service; (3) a customer choosing to use the alternative service does not impact the customer’s ADA paratransit eligibility or right to continue to request trips on the ADA paratransit service; and (4) none of the vehicles used are owned, operated or controlled by the transit agency. Most alternative services are provided with existing on-demand transportation providers in the community such as taxis or transportation network companies (TNCs) such as Lyft or Uber. Americans with Disabilities Act (ADA) The Americans with Disabilities Act of 1990 contains provisions for the acquisition of accessible vehicles by public and private entities, requirements for ADA complementary paratransit service by public entities operating a fixed-route transit system, and nondiscriminatory accessible transportation service. See 49 CFR Part 37, as well as the FTA Circular 4710.1.

162 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies App Many transit agencies through their technology vendor, as well as partnering taxis and transportation network companies, provide booking apps for their riders’ mobile devices. Web-based booking applications may also be included in this definition. With such apps, riders are typically able to book, confirm, and cancel a trip reservation. With some apps, riders are also able to pay the fare. Some systems, through the app, are able to provide the location of the vehicle to which a trip is assigned as well as provide a message to rider that the vehicle is soon to arrive and/or has arrived at the pick-up location. Some apps also provide the location of the vehicle while the rider is on-board. Some apps also have the capability to prompt/collect rider input, feedback and ratings on services rendered or in responsive to survey questions. Some apps also provide riders with the ability to modify the rider’s profile in the system. Automated Vehicle Location (AVL) System These are computer-based vehicle tracking systems based on location technology, such as the Global Positioning System. Transmitter devices on board vehicles (or in smart phones or tablets) are used in conjunction with location technology to transmit the location of the vehicle to the dispatching software or app. In conjunction with some paratransit scheduling software and on-board equipment, the AVL system in conjunction with other software can be used to record the arrival and departure time data at each stop. The AVL system is also integral to dispatchers verifying the vehicle location as part of processing a no-show request from the driver or in response to an accident or emergency. AVL systems can also provide navigation assistance to the driver. Batch Scheduling This is a process available with most paratransit scheduling systems to schedule all or a user-designated set of trips onto scheduled runs, based on a set of scheduling parameters established by the transit agency or contractor. With most scheduling systems, batch processes can be run any number of times. Between batch processes, schedulers may sometimes “relax” a specific parameter to allow for more trips to be scheduled on a finite set of resources. See also Dynamic Optimization.

Glossary of DRT Acronyms and Terms 163   Brokerage This is a service model where the transit agency retains a third-party entity to be a “middleman” between one or more trip-sponsoring agencies and (commonly) a multi-carrier service delivery network. Typically, the broker enters into a main agreement with a transit agency but also enters into sponsorship agreements with other funding entities such as human service agencies that fund transportation for their clients. On the service delivery side, a broker contracts with and pays each service provider on behalf of the sponsors. One of the broker’s main functions is to organize the service delivery network. A broker can also perform other functions more typically associated with a transit agency or sponsoring human service agency (e.g., eligibility determination, fare media or account management, complaint management and customer service functions). There are three types of paratransit brokerages used by the paratransit industry: • Operational or Full-Service Broker: This is a broker that provides oversight and service provider monitoring, but also performs some or all of the call center functions. An operational broker does not provide any service delivery functions. This is the type of broker that is more commonly associated with small to mid-size transit agencies and especially with their coordinated paratransit services. • Partial (or Hybrid) Broker: This is an Operational Broker who also is permitted by the contracting transit agency to deliver a portion of the dedicated service. Typically, this is allowed on a temporary basis if there is an insufficient supply of service caused by a provider unable to contractually perform. In this example, a broker might be permitted to operate until that provider can be replaced. If the broker is more permanently installed as a service provider, the service model converts to a prime contractor with “overflow” subcontractors. • Administrative Broker: This is a broker that provides oversight and monitoring of the service providers but does not perform any of the call and control center functions (reservations, scheduling, dispatching, handling rider’s service-day calls) nor any service delivery functions.

164 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Call Center Managers (and Call and Control Center Manager) A Call and Control Center Manager is very similar to an Operational Broker; however, the contractor who is retained to perform some or all of the call center functions does not contract with the service providers. Instead, the transit agency directly contracts with the service providers. Thus, there is no contractual relationship between the call and control center manager and the service providers. The term “control” is typically added to a call center manager’s role to indicate that the contractor’s functions also include scheduling and possibly dispatching as well. While there are many iterations of the exact functions that a call and control center manager may perform, the two most common versions of this model are as follows: (1) The contractor performs all four of the call and control functions (reservations, scheduling, dispatching advance and handling riders’ service-day calls) with service delivery performed by the service providers under contract to the transit agency. (2) The contractor performs all call and control center functions except for the dispatch function which is assigned to the service providers. Call Center Managers, leaving out the “control” functions, have reservation agents who field calls from customers wishing to book trips, and for some systems, handle service-day calls from riders as well (ETA requests and Where’s My Ride? calls). Checkpoint Deviation (also called Point Deviation) This is a type of flex transit service where a vehicle makes scheduled stops at one or more specific locations but otherwise makes pickups and drop-offs based on rider requests within a defined area and during prescribed service hours. With checkpoint deviation, there is no prescribed fixed route. Companion A companion (e.g., friend or family member) is a person who accompanies a customer on a trip. A companion does not count as a Personal Care Assistant (PCA) unless the eligible individual regularly makes use of a personal care assistant, and the companion is actually acting in that capacity. For ADA complementary paratransit systems, a registered customer is typically permitted to have one companion (or a limited number of companions) accompanying the rider on a trip, as long as the trip time and the trip’s origin and destination of the companion’s trip is exactly the same as the ADA paratransit customer. A companion fare is the same as the customer fare versus PCAs who ride free. Many transit agencies have a policy of allowing additional companions but on a space-available basis only.

Glossary of DRT Acronyms and Terms 165   Confirmation Calls/Texts Calls or texts made by paratransit staff or automated calls/texts sent via an Interactive Voice Recognition System that are sent to customers the evening before the trip to remind customers of the trip details of each trip scheduled for the next day. Confirmation calls/texts are generally a good idea, and can help reduce no-shows, but are essential where a transit agency elects not to specify a confirmed scheduled time or pick-up window immediately after a trip request is booked and while the customer is still on the telephone. In such cases (e.g., where the scheduling process is completed after the reservations hours and where the scheduling process may shift requested times within specific parameters), the confirmation call serves to provide the confirmed pick-up time/window to the customer. Confirmed Pick-Up Times Pick-up times are typically confirmed immediately after the booking of the trip request is completed. This is most often done with the help of paratransit scheduling software, which can be configured to offer different pick-up time options for the customer. Once the customer chooses a specific pick-up time, the pick-up window (and drop-off window, if used) is confirmed for the customer while they are still on the telephone. This is often called real-time scheduling. Some transit agencies simply accept the requested pick-up time or drop-off time at the time of the trip request is booked and perform scheduling later. This is often called latent scheduling. In these cases, the scheduling system works to minimize any changes in the requested times. After the scheduling has been completed the day before the trip, the system sends out confirmation calls to the customer with the confirmed pickup time or window. Contract Rate Structure A contract rate structure defines how a broker, a call center manager, a call and control center manager or a service provider contractor is paid. For brokers and call and control center managers, contract rates typically are based on a per trip rate or can be based on annually negotiated “cost-plus” arrangements. In the case of brokers, a “cost plus” arrangement typically provide for a pass-through of service provide costs. Where brokers are paid on per-trip rate, estimates of service provider costs are included in the rate. Call center managers are sometimes paid by the call. For carriers providing dedicated service, contract rates are typically based on a per revenue vehicle hour rate or per trip rate. To be consistent with NTD definitions, revenue vehicle hours are typically defined from the first pick-up and to the last drop-off of a run, excluding lunch breaks and/or breaks of a predetermined minimum length.

166 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Contract rates for dedicated service are sometimes split into a monthly fixed amount covering expenses that do not change significantly with the change in service volume, and a variable rate (per revenue vehicle hour, per revenue mile, or per trip) which covers the costs that do change significantly with a change in service volume. For carriers providing non-dedicated service, contract rates are typically based on a per-mile rate (or a trip distance or zone-based system) or a per trip rate or both. Distance-based rates are typically where there are great variations in trip lengths. Flat per trip rates are typically used when the trip lengths are more homogeneous or are constrained by a smaller service area. Some systems use a contractual rate that is a combination of a flat rate (e.g., per trip of up to 5 miles) and a mileage rate for each mile or portion of a mile thereafter. Coordinated Paratransit or Coordinated Transportation Services where customers’ trips sponsored through more than one program or sponsor (e.g., ADA and a human service agency transportation program) are served through one service platform or network, often with ADA paratransit and human service agency client trips comingled in vehicles. For this report, coordinate paratransit has been defined as ADA paratransit services which also served other paratransit trips on the same service, with such trips often comingled. Cost Efficiency Cost efficiency for DRT systems is usually measured in terms of cost per trip, although it can also be measured in terms of cost per mile, and for dedicated service, cost per hour. The lower the cost per trip, the more cost-efficient the system. Service productivity, typically measured in trips per revenue vehicle hour, can serve as a surrogate measure for cost efficiency but typically for dedicated service only. Curb-To-Curb Service (for Paratransit, Dial- a-Ride, Alternative Services) A type of driver assistance for demand-responsive service where the pick-ups and drop-offs of passengers are performed at the curb or roadside nearest their origin or destination. Under the ADA, ADA paratransit service is an origin-to-destination service with driver assistance that enables all ADA paratransit riders to travel from their origins to their destinations. (In 2005, U.S. DOT published Origin-to-Destination Service guidance that elaborates on the meaning of origin-to-destination service.) Consistent with this guidance, a transit agency may provide ADA complementary paratransit in a curb-to-curb mode. However, when an ADA paratransit operator chooses curb-to-curb as its primary means of providing service, it must provide assistance to those passengers who need assistance beyond the curb in order to use the service unless such assistance would result in a fundamental alteration or direct threat. Hence, transit agencies that do operate their ADA paratransit services primarily on a default curb-to-curb basis will provide driver assistance beyond the curb when requested by the customer or as-needed.

Glossary of DRT Acronyms and Terms 167   Curb-to-Curb Service (for Microtransit) A particular microtransit service design term where eligible stops include customer-requested locations (at a requested address). As applied to microtransit, this term is synonymous with many-to-many service. Dedicated Service This is a service where the vehicles in operation are only used to serve customer trips of a specified service (e.g., ADA paratransit or coordinated paratransit) during a specified period of time. (See also Non-Dedicated Service.) Most ADA paratransit services for small and midsize transit systems are served in a 100% dedicated fashion, although several also have a non- dedicated overflow service component. Microtransit service can also be served solely or partially with dedicated service. Demand Curve or Demand Profile A graph depicting the volume of trip requests (or trips served) during the service day, typically broken down by hour or half-hour segments. As a general strategy to improve the productivity of paratransit service, the run structure of service supplied should mirror the demand profile. Demand-Response Transportation (DRT) Any transportation system, including the provision of designated public transportation service by public entities or the provision of transportation by private entities, which is not a fixed-route system. (See Fixed Route Transit). In essence, these are services where vehicles are routed based on customer- requested pick-up and drop-off locations and where customers request service, either on a subscription, advance-request, same-day, or immediate, on-demand basis. DRT services can be designated for a specific set of customers or for the general public in a designated area. Most DRT services provide service on a door-to-door or curb-to-curb basis. Some provide pick- ups and drop-offs only from specific points. In this report, six types of DRT services are discussed: ADA paratransit, coordinated paratransit, alternative services, dial-a-ride, microtransit and flex transit. Demand-Responsive Feeder or Connector (also called First- Mile/Last-Mile Service) Also known as “feeder/distributor” services, these are DRT services (or elements of a larger DRT service) which connect customers to a fixed-route transit network. In ADA paratransit systems, a transit agency may provide such services to customers who are able to use the fixed-route service once they are at an accessible station or stop on the fixed route transit system but cannot otherwise get to/from the station or stop because of barriers in the pedestrian environment. This also includes taking customers to/from nearby accessible stations and stops if the closest to them are not accessible. Microtransit services, operating in an unserved or underserved area, also enable general public riders to access the fixed-route system, or, in reverse, provide public transit service riders with access to destinations not served by the fixed-route transit system.

168 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Denial For ADA Paratransit, a trip denial is when a next-day trip request is not accepted. Examples include: (1) when a next-day trip request cannot be accommodated presumably because of a capacity constraint; (2) when the only way to accommodate that trip is to negotiate a pick-up time beyond the hour (one hour on either side of the initial request time as long as it is possible for the customer), whether or not the customer accepts the trip booking at that time; and (3) one leg of a round trip cannot be accommodated. In the latter case, if the customer does not take the offered one-way trip, both legs of the requested trip are to be documented as denials. As discussed in FTA Circular 4710.1, an ADA paratransit service shall not exhibit a pattern or practice of denials. Dial-A-Ride A type of DRT service without fixed stops or fixed schedules and where vehicle routing is determined entirely in response to passenger service requests made by telephone or app. While the term Dial-A-Ride is most commonly used by industry practitioners to distinguish a DRT system that has an eligibility that is broader than ADA paratransit, most typically for the general public or for seniors and persons with disabilities. In addition, dial-a- ride services generally do not accommodate on-demand bookings. Dispatching (also called Radio Dispatching) This is the process of monitoring vehicle operations, typically with the help of a paratransit dispatching system, and transmitting voice instructions (to the radio or driver’s cell phone) or digital instructions (via the system to the in- vehicle MDT or tablets). This may involve making sure that the drivers are keeping up with their schedules, responding to no-shows, assisting drivers with incidents and emergencies, communicating late cancellations to the drivers, scheduling same day add-on trips to vehicle runs and communicating these add-on trips to the drivers, switching trips from one run to another in response to vehicles running late or to vehicles that have become disabled and communicating these changes to the drivers, assisting lost drivers and assisting with navigation, responding to the ETA calls from customers, and, where the system has MDT/AVL capabilities, ensuring that the proper pick- up/drop-off times are being entered into the system, and ensuring that the vehicle is in the right place. “Proactive dispatching” is the process of looking ahead to solve service-day issues that if left unaddressed will develop into problems. This is an important function as it can have a material effect on both productivity and on-time performance. See also Dynamic Optimization and Window Dispatching. Door-To-Door Service A service where the driver escorts or physically assists passengers beyond the curb, i.e., between the vehicle and door of the origin or destination. For ADA paratransit, a transit agency may provide ADA paratransit in a door-to-door mode, as long as “origin to destination” assistance is observed.

Glossary of DRT Acronyms and Terms 169   Driver Manifest, Trip Manifest, Or Trip Sheet A printed or electronic driver/trip manifest/sheet includes the list of trips or stops in the proper sequence for a specific vehicle run, along with needed information about the customers to be transported (name, mobility device used, disability, etc.). The manifests also provide spaces or capabilities for the driver to document actual service data that pertain to each trip and stop (that is not captured automatically) and run-level summary information. Driver Wait Time The number of minutes a driver is instructed to wait for a customer after arriving at the pick-up location (and within the pick-up window), before calling the dispatcher to indicate a no-show and to get instructions as to whether the driver should wait longer or proceed to the next stop. The driver wait time begins when the vehicle arrives at the pick-up location or at the beginning of the pick-up window, whichever is later. The most common driver wait time for paratransit services is 5 minutes. Drop-Off Window A policy established by the transit agency to gauge on-time versus late trips for trips that are requested based on a stated appointment time or requested and confirmed drop-off time. Typically, the drop-window is bounded on the later end by the stated appointment or drop time and on the earlier end by a fixed number of minutes in advance of the stated appoint time for drop-off time. Drop-off windows of 15 and 20 minutes for paratransit are common. Dwell Time The time it typically takes to load or unload a passenger. Includes Driver Wait Time, use of the lift or ramp, and securement of the passenger. For scheduling purposes, scheduling systems provide for configurable dwell times for ambulatory and non-ambulatory customers. Actual dwell time for any trip can be calculated by these systems based on when the driver “performs” the arrival and the departure from a given stop, noting that the configurable GPS stamped times serve as a back-up when the driver forgets to perform these times. Dynamic Optimization (also called Real-Time, Continuous Optimization) Dynamic optimization, also called real-time continuous optimization, is a capability of a paratransit scheduling/dispatching system as well as of on- demand technologies currently being utilized for microtransit and alternative services. This capability is an automated function which is designed to run virtually continuously (or at configured intervals) throughout the service day. For paratransit systems, the process typically begins once the next-day scheduling has been completed. Dynamic optimization considers changes that have occurred (such as cancellations, late running vehicles, no-shows, etc.) since the last time the process was run, and then re-assigns trips among dedicated vehicles and non-dedicated vehicles if available, to fill in the new holes that have been created and to otherwise re-optimize the schedule in an objective fashion. In addition, these systems have configurable guards against modifying a rider’s pick-up time or interrupting what a driver is doing at the moment. The advent of dynamic optimization capabilities was tied to

170 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies increasing productivity but also to automating the labor intensive and challenging functions of paratransit dispatching and especially proactive dispatching, that is, looking ahead to future problems on the day of service and addressing them before they manifest themselves in real-time. Dynamic optimization thus frees up dispatcher labor to address the more immediate real-time dispatch chores, such as processing no-show requests. Equivalent Service (an ADA requirement) Equivalent service is a requirement for condition of the provision of alternative services and general public services. There are seven service characteristics for determining equivalency for riders with disabilities. Response time for on-demand (immediate fulfillment) trips and/or on- time performance (OTP) for advance request trips must each be equivalent for all riders, regardless of whether the rider has a disability, e.g., a transit agency cannot have a different response time or OTP standard or an actual response-time or OTP for service provided to riders who require a wheelchair accessible vehicle. Reservation hours must be the same for all customers. Fares must be the same for all customers. Service area, days and hours must be the same for all customers. Restrictions or priorities on trip purpose must be the same for all customers. customers. Availability of information and reservations capability must be equivalent – for example, this means that transit agencies must provide information in alternative formats (large print, Braille, audio, accessible electronic files for persons who use readers) and providing customers with hearing or speech difficulties with equal access to the trip reservations system. Constraints on capacity or service availability shall apply equally to all Estimated Time of Arrival (ETA) Calls (also called “Where’s My Ride?” calls) These are calls placed by the customer prior to the vehicle arrival to get an estimated time of arrival of the vehicle to which their trip has been scheduled or dispatched. Transit systems typically have policies which direct customers to only make these calls after the end of the pick-up window if the vehicle has not yet arrived. These are sometimes called “trip status” calls.

Glossary of DRT Acronyms and Terms 171   Excessively Long Ride Time A DRT trip where the duration of the ride time (also known as the on-board time or in-vehicle time) exceeds service standards. Pertaining to ADA paratransit service, FTA Circular 4710.1, Section 8.5.5 states that “excessive” refers to a comparison between the ADA paratransit ride time and “the time required to make a similar trip using the fixed route system; while a 1-hour travel time for a 5-mile complementary paratransit trip may seem excessive in the abstract, if the same trip takes an hour using the fixed route system, it is comparable, not excessive.” In practical terms, comparisons should consider the travel time on fixed route transit to be the time it takes to make the same trip on fixed route transit from origin to destination at the same time including the travel time to/from bus stops or rail stations plus reasonable wait times at those stops plus transfer times. FTA Circular 4710.1 also states that “A pattern or practice of substantial numbers of trips with excessive trip lengths is a form of capacity constraint per § 37.131(f)(3)(i)(C); excessively long trips may discourage riders from using complementary paratransit services. Transit agencies are therefore obligated to ensure that there are no patterns or practices of excessively long trips on their ADA paratransit service. However, contributing factors that are beyond the control of the transit agency are not a basis for determining that a pattern or practice of excessively long trips exists. Fixed Route Transit Any transportation system, including the provision of designated public transportation service by public entities or the provision of transportation by private entities, on which a vehicle is operated along a prescribed route and according to a fixed schedule. Flex Transit See Checkpoint Deviation and Route Deviation. Geographic Information System (GIS) A system that is used to display service areas and other locations. GIS systems interface with automated paratransit systems to locate addresses and distances for scheduling purposes, and with AVL systems to locate vehicles. Global Positioning System (GPS) Technology using signals transmitted from a network of satellites in orbit to determine locations on the earth. Hold Time The period of time that a caller is placed on hold. Some telephone systems track and differentiate between initial hold time (up until a customer first speaks with a call taker) and total hold time. Average hold time and maximum hold time can be used as a service quality measure and may indicate a possible capacity constraint, noting that such a capacity constraint is prohibited for ADA paratransit services. Many systems track hold times for different functions (e.g., reservations and responding to ETA calls).

172 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Human Service Agency A public or not-for-profit organization that provides services for essential needs such as medical care, income support, housing, education, training, and public health, typically for people requiring help due to age, disability, low income, or similar reasons. Human Service Transportation (HST) Transportation provided by or sponsored by a human service agency to bring people participating in the agency’s programs or services to those programs or services. Human service transportation is often part of coordinated paratransit. Imminent Arrival Call (or Text) A call or text, enabled by interactive voice recognition technology or as part of an app, that is automatically sent to the customer when the vehicle—to which the customer’s trip is assigned—is a certain distance for the designated pick-up location (e.g., a half mile) or is due to arrive within a specified period of time (e.g., 5 minutes away). These calls/texts can also be triggered manually by the driver. Its purpose is to provide an advance notice that the vehicle is due to arrive soon. This type of technology is particularly helpful for systems with broad pick-up windows. Intelligent Transportation Systems (ITS) Advanced technologies applied to various aspects of transportation to enhance mobility, energy efficiency, and environmental protection. Interactive Voice Response (IVR) A software system that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail, text, or other media. IVR is usually part of a larger application that includes database access. Many paratransit systems use the IVR system in conjunction with their paratransit scheduling system to (1) allow customers to look up the details of their trips; (2) to directly book or cancel a trip; (3) to call or text a confirmation notice the evening before a trip is to be made; and/or (4) to call or text an imminent arrival call, which can be automatically triggered by the actual vehicle location or by the driver. Late Trip A vehicle is considered late if the vehicle arrives after the pick-up window and the trip is completed by the customer. Some systems also include in the late trip definition if the customers were dropped off after the drop-off window (or after the requested drop-off time or stated appointment time). Many-to-Many (also many-to-few and many-to-one) These phrases describe the type of DRT in terms of the allowable destinations. With many-to-many, a rider may request service to any location within the service area. Many-to-few or many-to-one indicates that there is a limited number of destinations allowed, as designated by the transit agency.

Glossary of DRT Acronyms and Terms 173   Microtransit A transit agency-provided on-demand service for the general public, often used to expand the reach of public transit, replace underperforming fixed route service, or provide public transit to areas ill-suited for fixed or flex route service. It can be provided with dedicated and/or non-dedicated vehicles, and operated by the agency, a paratransit contractor, and/or taxi/TNC. Missed Trip This is a trip that was scheduled to be served but was not served due to provider or driver error or adverse operational circumstances. A missed trip is an event where (1) the vehicle never arrives; (2) the vehicle arrives early and departs before the pick-up window begins; (3) the vehicle arrives on-time or late but departs before the (5-minute) driver wait time is over; (4) a driver fails to carry out specific instructions included with the reservation (e.g., a specific building entrance, door-to-door assistance, honk on arrival, etc.), which results in the rider missing their ride; or (5) the vehicle arrives after the pick-up window and the customer does not appear or cancels-at-door. Such an event is the fault of the service delivery operator, and not the rider’s fault. If the vehicle arrives after the pick-up window, and the customer agrees to still make the trip, it is considered a late trip and not a missed trip. Missed trips are not no-shows and need to be tracked separately as they can suggest the possibility of a capacity constraint. Mobile Data Terminals, Mobile Data Computers, and Mobile Data (or Driver) Tablets (MDTs) These are on-board monitors/keyboards or tablets that are used to communicate data between the vehicle and the dispatch office. These can also be described as on-board devices that combine a mobile data terminal with a vehicle logic unit and other devices such as GPS, a communications interface, or smart card reader. For the driver, MDTs are typically used to display today’s schedule (driver manifest) for that vehicle, taking the place of a paper driver manifest. Much of the information collected (e.g., pull-out and pull-in times and odometer readings, actual arrival time and departure time at each stop, the odometer reading at each stop, break times) is automatically entered or is entered at the push of a button. The drivers can transmit codes back to the radio dispatcher, rather than by voice, for standard communications. For the dispatcher and the dispatch system, this real time information as to the status of the vehicle or trip is automatically transmitted back to the dispatch system. Also, dispatchers or the dispatch system can transmit add-ons, late cancellations, and changes to the drivers via the MDTs.

174 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Negotiated Pick-Up Time In the case of ADA paratransit services, if no options are suggested by the software, transit agencies are permitted to negotiate an alternative pick-up time that will result in a confirmed pick-up time within an hour of the originally requested pick-up time, as long as this is possible for the customer. If there are no alternative times within this span offered to the customer, the request is to be documented as a denial. If an alternative time beyond the span (i.e., greater than one hour from the original time requested) is offered and accepted, even this is still to be documented as a denial. Non-Dedicated Service This is a type of service where the vehicles in operation are not solely dedicated to the transportation of customers of a transportation program (or coordinated set of programs). One example includes a taxi that can be a resource to provide an ADA paratransit trip but is otherwise serving the general public or another contract. Another example is a carrier vehicle that carries an ADA paratransit service along with another passenger not sponsored by the transit agency or otherwise connected with a coordinated service. Non-dedicated service can be used in conjunction with dedicated service to meet peak overflow demands or other situations where the use of additional dedicated vehicles may not be cost-effective or possible. On-Demand Service A DRT service that is available on an immediate request basis for immediate fulfillment. Many on-demand services also allow other same-day requests, advance requests, and even subscription trips, but the latter is rare. On-Time Performance (OTP) The percentage of customer (registrant) trips that are on-time divided by the total number of completed customer trips. Some transit agencies only track the OTP for pick-ups, while others also incorporate on-time drop-offs. (See On-Time Trip below.) On-Time Trip A trip is typically considered on-time if the vehicle arrives within the confirmed pick-up window and the trip is completed by the customer. Some systems also include in the on-time trip definition if the customers were dropped off within the Drop-Off Window (or by the requested drop-off time or stated appointment time). Other systems track the pick-up on-time performance (OTP) and the drop-off on-time performance separately. For systems with tablets or MDTs in the vehicle, a driver will press the “arrival perform” button when the vehicle arrives. The paratransit scheduling system then compares the arrival time with the confirmed scheduled pick-up time (or window) to indicate whether the vehicle arrives on time, also noting that many of these systems also have configurable GPS “guards” against the driver “performing” the arrival when the vehicle is not at the pick-up location.

Glossary of DRT Acronyms and Terms 175   Origin-to-Destination Service Origin-to-destination service means providing service from a passenger’s origin to the passenger’s destination. A provider may provide ADA complementary paratransit in a Curb-to-Curb or Door-to-Door mode. When an ADA paratransit operator chooses curb-to-curb as its primary means of providing service, it must provide assistance to those passengers who need assistance beyond the curb in order to use the service unless such assistance would result in a fundamental alteration or direct threat. ADA paratransit is an origin-to-destination service. Paratransit Most commonly used to refer to specialized DRT service provided to seniors and people with disabilities. Historically, the term has been used to refer to a variety of shared-ride DRT services other than conventional fixed-route transit service, and usually using small vehicles. In this case, “para” means “beside;” hence, beside transit. See also ADA Complementary Paratransit. Partial Shift See Split Shift. Personal Care Assistant (PCA) A PCA is someone designated or employed specifically to help the eligible individual meet his or her personal needs. A PCA typically assists with one or more daily life activities such as providing personal care, performing manual tasks, or providing assistance with mobility or communication. PCA assistance is not always needed during a complementary paratransit trip itself; because of the nature of typical PCA functions, it is most likely the services provided by a PCA would be required throughout the day at the passenger’s destination. PCAs are sometimes family members or friends. In some instances, PCAs are other individuals with a disability. This might be an individual with a physical disability who assists someone with a vision disability or who accompanies an individual with an intellectual disability who cannot travel independently. PCA fares are free on ADA paratransit services. Pick-Up Window A window of time, constructed from the negotiated pick-up time, in which a vehicle may arrive for a pick-up and not be deemed early or late. For example, a common pick-up window is +/- 15 minutes from the negotiated pick-up time. Many systems do not quote a confirmed pick-up time to a customer, but instead quote a pick-up window, with the understanding that if the vehicle arrives within the pick-up window, it is on-time. The wider the span, the higher the on-time performance (OTP) that should be expected. For example, a 90% OTP might be expected with a 15-minute pick-up window, whereas a 95% OTP might be expected with a 30-minute pick-up window. Some systems also have a Drop-Off Window.

176 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Premium Service A transit agency, using the same service platform as its ADA paratransit service may provide service over and above what the ADA minimally requires. This might include expanding the service area beyond the three quarter mile corridors, extending service beyond the time when a fixed route stops operating, accommodating (new) same-day requests and/or “will-call” trips. Because premium services are optional under the ADA and otherwise do not fall under the ADA paratransit requirements, transit agencies may charge higher fares for premium service trips. For example, agencies may charge higher fares for trips requested on the same day of service. The exact fare for this extra service is a local decision. In addition, transit agencies have the option to limit premium service to certain types of trips, where such a distinction would not be allowed for standard ADA paratransit service. Agencies must ensure that providing premium service does not lead to lower service quality for riders using the regular ADA paratransit service. For example, providing trips beyond the minimum service area is inadvisable if doing so might limit the service quality for trips within the ¾-mile service area. Productivity A measure of the quantity of desired results produced per unit of resources applied. In paratransit (and especially for dedicated service), productivity is commonly measured as passenger trips per hour. Unfortunately, not all transit agencies define “passenger trips” and “hours” the same way. With transit agencies, trips are defined as total passenger trips, including personal care assistants (PCAs) and companions (including children). Other transit agencies define trips as trips taken by program-eligible or program-registered riders (and do include PCAs or companions). As the denominator for the productivity calculation, most systems use Revenue Vehicle Hours. The National Transit Database defines revenue vehicle hour as first pick-up to last drop-off less breaks, whereas Total Vehicle Hours also includes the breaks and the deadheading to and from the yard, and hence pull-out to pull-in. The variance often makes paratransit productivity comparisons among transit agencies challenging. For NTD reporting, productivity for non-dedicated service is measured differently. In these services, RVH is synonymous with live passenger time and do not include deadheading time or down time. With fewer hours, the productivity of non-dedicated service will tend to be higher than the dedicated service productivity. Here too, this presents further challenges when comparing the productivity of an all dedicated service vs. a service that is served with both dedicated and non-dedicated service. For this reason, transit agencies with a service mix are encouraged to track productivity separately for their dedicated and non-dedicated services.

Glossary of DRT Acronyms and Terms 177   Reservations The process of receiving and booking requests for immediate-response, same day, advance-reservation, and/or subscription (standing order) trips. In many systems, the staff that receive reservations also receive process cancellations, change-orders, and provide general information about the system and other customer service functions. Often, reservation agents also handle ETA calls. For ADA Paratransit services, next-day reservations are required, at a minimum. See the related discussion under Advance Request Period. Revenue Vehicle Hours (RVH) For DRT services, the span of time when a vehicle is available for carrying passengers but excluding deadhead time to and from a vehicle storage location and lunches or other scheduled breaks. Ride Time or On- Board Travel Time The time a customer is on board the vehicle. Many paratransit systems have established a maximum ride time as a scheduling parameter and service quality measure. Transit agencies are obligated to make sure that there are no patterns of excessively long trips, as measured against the time it would take for the customer to make the same trip on transit at the same time. Route Deviation This is a general public transit service where a rider may request that the bus assigned to a scheduled route deviate off-route to pick up or drop off the rider within a defined area (usually up to ¾ miles off route) and span of service hours. To be considered demand responsive rather than fixed route, route deviation services must accept deviation requests from all riders and provide non-discriminatory service. Some transit agencies that do provide local bus service in less dense areas use the same bus to fulfill its ADA paratransit obligations for that route. In this comingled service, off-route deviations are only made to fulfill requests from ADA paratransit customers. Run (or Vehicle Run) A piece of work in dedicated service, bookended by a start and end time when the vehicle departs from the garage (or base or storage location) and returns to the garage, that is, the piece of work that a driver performs between pull-out and pull-in. Trip requests are scheduled onto specific vehicle runs. Also called a “vehicle run.” Run Structure The set of dedicated vehicle runs that are constructed in such a way as to provide adequate capacity at various times of the service day. The run structure may include a combination of straight runs, split runs, and/or partial or part-time runs, with staggered start and end times, and accommodations for deadheading and breaks, and are generally constructed to match the demand curve. Run structures are often depicted with bar graphs for comparison with the demand curves for the same day.

178 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Scheduling In a demand-responsive service, the process of determining the path and schedule of vehicles in the system so that they serve the trips that have been requested. Also, the process of assigning a booked trip request to a specific vehicle run and determining in the vehicle run the scheduled (as opposed to requested) pick-up time and drop-off times for the trip. In some systems, trip requests are initially scheduled onto vehicle runs immediately after the trip request is booked and while the customer is still on the phone; this is called real-time or immediate scheduling. Some of these systems also have automated batch scheduling capabilities, where the system schedules all trips to be scheduled as efficiently as it knows how, noting most operations that utilize batch scheduling have schedulers review and further refine the schedule, as needed, after the batch scheduling process has been completed. Batch scheduling can be run multiple times, often with schedulers relaxing certain parameters to schedule more trips. Computerized paratransit scheduling systems typically have automated scheduling capabilities, which are based on GIS maps of the service area that underlie the system and are based on various parameters such as average vehicle speed, allowable pick-up window, dwell times, and maximum on- board travel time. In cases where non-dedicated service providers are utilized to augment the dedicated fleet(s), the scheduling process also includes assigning the unscheduled trips to the non-dedicated provider for subsequent dispatching by the provider; this includes giving/sending the list of such trips to the provider. Service Area, Days and Hours The service area within which a paratransit customer can make a trip and the span when a paratransit service is available. For ADA Paratransit service, service area, days and hours must complement that of the fixed route transit service. In general, if a person can travel to a given destination using a fixed route on a specific day and at a specific time, an ADA Paratransit eligible customer must be able to make the same trip on the ADA Paratransit service. If the fixed-route service expands or contracts – spatially or temporally – so too can the ADA Paratransit service area, days and hours. The ADA Paratransit service area that is required is defined as ¾ mile on either side of a fixed route. This is often referred to as the three-quarter mile fixed route corridor. Also included in the area are “small” areas that are surrounded by the fixed-route corridors. For transit agencies with rail systems, the ADA Paratransit service area also includes the area within a ¾-mile radius of the stations.

Glossary of DRT Acronyms and Terms 179   Service Mix Dedicated service can be combined with non-dedicated service as an efficient response to the demand. The combination of these two different types of service is often referred to as a service mix and is often expressed as the percentages of trips served by dedicated service versus non-dedicated service (e.g., a 70%/30% service mix has 70% of the trips served by dedicated service vehicles and 30% service by non-dedicated service providers). Slack Time For paratransit scheduling systems, slack time is defined as the time allocated for a process minus the time actually required for its completion. In such systems, slack time is often calculated for the system at large and for individual runs. The higher the slack time, the less productive a dedicated service (or run) is. In flex transit, slack time refers to time in a vehicle schedule that is available to schedule a deviation or an additional passenger stop without affecting the rest of the schedule. Split Shift A driver assignment that has two distinct pieces during a given day, with a period of non-paid, non-work in between. This is not to be confused with a straight shift with a lunch break. A split shift has two sets of starting and ending times in one day. If the two pieces are assigned to two different drivers, each piece is often referred to as a Partial Shift. Split Structure This is a service model where the transit agency and one or more contractors split the call and control functions. Straight Shift A driver assignment that has one starting time and one ending time in a given day. Subscription Service or Trips (also called Standing Orders) These are trips made by a specific customer that recur in a regular pattern (e.g., are requested for at least once a week, and go to/from the same origin and destination at the same times). For example, this might include a daily work trip, a senior nutrition trip, or a Monday / Wednesday / Friday dialysis trip. Transit agencies allow riders to make subscription trips as a convenience to riders because they involve a one-time request, and hence are booked automatically after the one-time request is processed. Customers call again only to cancel, or to arrange a temporary suspension. Allowing subscription service requests also reduces the volume of calls. With automated scheduling systems, standing orders can be scheduled onto runs in (master) templates for each day of the week, which often benefits both the rider and driver. When the template is used to create the schedule for a specific date, all the standing order trips that were scheduled into runs in the template are copied over into the respective runs for that date (unless there is a customer or trip suspension). This is done before the rest of daily scheduling process begins. When there is a substantial number of

180 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies subscription trips, the scheduling of these trips takes on a heightened importance as the scheduling of these trips will greatly influence the productivity of the system. In such a scenario, the scheduling of subscription trips should be reviewed periodically as changes to subscription trips occur. Alternatively, subscription trips can be batch scheduled with other trips on a daily basis; however, in this case, riders may wind up in any vehicle. If an ADA paratransit system is capacity-constrained, then the system, by law, is limited to having standing orders represent no more than 50% of the trips served at any time of day. However, if there is no capacity constraint during a specific day and period, a transit agency may exceed this limit during that time. Tablets (E-tablets) Handheld or mounted devices that can be used instead of mobile data terminals. Total Vehicle Hours The total number of hours that a vehicle is in operation. This includes all revenue vehicle hours (RVHs) plus “gate-to-gate” hours when the vehicle is not at the garage or base or vehicle storage location; this includes all deadheading maintenance location. and breaks. It does not include the operation of a vehicle to a remote vehicle Transportation Network Companies (TNCs) Technological services enabling customers to request and pre-pay for rides with an app. This includes such companies as Uber and Lyft. Also called ride- hailing, ride-sourcing, and ridesharing companies, although the latter term can be confused with the more traditional definition of ridesharing which connotes a shared-ride service, such as most paratransit services as well as car and vanpool programs. Trip In the paratransit industry, a trip reflects the completed transport of a passenger from origin to destination and is synonymous with a “passenger trip.” A round trip therefore consists of 2 trips. The total trips figure usually includes trips taken by customers, PCAs and companions, whereas customer or registrant trips include just trips taken by program registered (or eligible) customers. Productivity (typically measured in trips per revenue vehicle hour) can vary depending on whether total trips or just registrant trips are included in the numerator. Trip Time Negotiation See Negotiated Pick-Up Time. Turnkey Contract This is a contract to provide all operational functions, including reservations, scheduling, dispatching, handling ETA calls, operations, and maintenance. It can also include the provision of an operations/maintenance facility, paratransit scheduling software (and hardware), and/or vehicles. It seldom includes (but can include) the eligibility determination function. Too often, turnkey contracts include the complaint management function; this is generally not recommended as it has inherent conflicts of interest embedded.

Glossary of DRT Acronyms and Terms 181   Vehicle Run See Run (or Vehicle Run). Where’s My Ride Calls See ETA calls. Will Call Return Trips These are round-trip requests that are booked with an unspecified return pick- up time. Some systems permit will-call return trips for medical appointments and dialysis trips, where there is wide fluctuation (beyond the control of the customer) as to when the customer will be ready to go home. So, instead of scheduling the return trip pick-up time, the return is left open. When the customer is ready to be picked up, the customer calls and the dispatcher “live- dispatches” the trip to a vehicle, much like a taxi dispatcher. Systems with many will-call trips will typically enlist a non-dedicated service provider for such trips. Window Dispatching This is the process of assigning vehicle drivers and runs to specific vehicles, providing the run (driver) manifests for each vehicle run to the assigned driver (if paper manifests are used), and ensuring that shift start and end times, and pull-out and pull-in times and mileages are done correctly (if not automatically done). Window dispatchers are key to making sure that pull-outs are performed on-time, for re-assigning vehicles to runs in case a pre-trip inspection unveils a faulty vehicle, and for re-assigning back-up drivers to vehicle and runs if the assigned driver calls out sick.

Abbreviations and acronyms used without denitions 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 GHSA Governors Highway Safety Association 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

AD A Paratransit and O ther D em and-Responsive Transportation Services in Sm all to M idsized Transit Agencies Transportation Research Board 500 Fifth Street, NW Washington, DC 20001 ADDRESS SERVICE REQUESTED TC RP Synthesis 161 ISBN 978-0-309-09461-0 9 7 8 0 3 0 9 0 9 4 6 1 0 9 0 0 0 0