The paratransit industry faces challenges that are unique to demand-response transit services. To add to the difficulties of juggling shrinking budgets and growing demand for enhanced services, transit agencies must also manage the costs associated with no-shows and late pick-ups. With the increase in requests for transit information, call centers are seeing higher volumes, which can lead to customer frustration with busy signals or long wait times.
Ontira’s HandyLine is designed to address these challenges by automating paratransit information via various media options. Using HandyLine, paratransit riders can access their customer and trip information 24/7, without waiting to speak to a live agent. HandyLine provides an automated method for customers to book, cancel, or confirm trips, using the same business rules that call center agents use to perform these tasks. HandyLine’s functions are easily accessible online or through Ontira’s patented Interactive Voice Response (IVR) technology.
As HandyLine handles routine ride inquiries, customer service representatives are able to provide personalized service to callers who require more attention or have complex inquiries. Transit agencies save money and enhance customer service, without adding more staff.
To optimize paratransit trips, HandyLine can also be integrated with TripFeeder, which incorporates fixed route transportation into a customer’s journey. Therefore, customers can use bus routes where possible, while paratransit vehicles focus on the customized portion of their trip. This increases paratransit service capacity and allows the same fleet to be more responsive to customer needs.
HandyLine’s Dial-Out feature adds the value of proactive customer communications to paratransit services. Managed through Ontira’s MessageCenter, Dial-Out provides customers with automated trip reminders, renewal notices, and other messages. These notifications not only increase customer satisfaction, they are also an effective way to reduce the operational costs associated with no-shows and late pick-ups.
For paratransit supervisors who are on the road, PocketQuest™ PTS offers real-time vehicle and customer information on a Personal Digital Assistant (PDA). PocketQuest utilizes Automated Vehicle Location (AVL) data to display vehicle locations on an interactive map. Supervisors can also access live information on vehicle manifests and customer profiles, allowing them to respond more quickly to driver and customer needs. PocketQuest is transforming the way supervisors manage their service area while away from the office.
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