United States Department of Transportation
i
Dispatching demand response transit service maximizing productivity and service quality guidebook : final report, March 2009.
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2009-03-01
[PDF-763.82 KB]
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Edition:Final report; June 1, 2008-Jan. 31, 2009.
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Abstract:The ability of transit agencies to staff dispatch effectively and use technology to its full advantage is critical
in responding proactively as service changes occur and in making sound routing decisions. Sound routing
decisions result in improved productivity and cost-effective service delivery. A modest 3% improvement in
service productivity would save the average rural demand response transit agency approximately $65,000
annually. This project focused on improving productivity while maintaining service quality. Researchers
collected data from 42 demand response rural and small urban transit agencies regarding operations and
use of technology. A database of results identified five transit providers that represented a cross-section of
agencies and could be used for case studies of dispatch operation. Case studies focused on: 1) dispatcher
goals and objectives, 2) dispatch-driver policies and procedures, 3) team responsibilities and expectations,
and 4) reports and material collection. This resulting draft guidebook describes the impact of maximizing
productivity, development of policies and procedures that affect productivity, service delivery strategies
that impact productivity, dispatch performance measurement, an assessment tool for productivity elements
of dispatch, and steps to implement a productive dispatch operation. The final guidebook, when available,
will be placed on the Texas Transportation Institute (TTI) web site. Staff will request approval to post it on
the Texas Department of Transportation’s Regional Service Planning web site as well. Notification of the
report will be made through e-mail to the U.S. Department of Transportation public transportation
coordinators.
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