Stark Area Regional Transit Authority's (SARTA) technological improvements allowed them to reduce paratransit costs, enhance the customer service experience and coach operator morale, and improve on-time performance (OTP) to above 90%.

Challenges: Prior to 2013, SARTA's demand response coach operators would fill out pick-up and drop-off times manually on paper manifests. Without a real-time Computer Aided Dispatch/Automatic Vehicle Location (CAD/AVL) system, SARTA dispatchers could not effectively monitor the location of their fleet or navigate road supervisors/maintenance to the location of buses in need of assistance or driving directions.

This led to driver concerns, a stressful dispatching center, and diminished OTP.

Solutions: SARTA installed CAD/AVL on-board mobile data terminals (MDTs)which provided coach operators with electronic manifests. They also implemented new paratransit software (PASS) modules to improve passenger communication.

Results: The addition of the CAD/AVL system allowed SARTA to take full advantage of the features and capabilities of the PASS system, improving OTP to above 90%.

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