United States Department of Transportation
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Louisville Region Demonstration of Travel Management Coordination Center: System Pre-Deployment Preparation, Final Report
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2013-03-01
[PDF-789.84 KB]
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Alternative Title:Louisville Region Demonstration of Travel Management Coordination Center: System Pre-Deployment Preparation
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Abstract:The purpose of the Greater Louisville Region Demonstration of Travel Management Coordination Center (TMCC): System Pre-Deployment Preparation grant was to further phased implementation of the region’s TMCC design by focusing on two major components. One component is “Travel Management Information Integration” to design and build integrations with phone systems to improve customer service. Tasks chosen were to improve and increase ways customers can interact with the TMCC and to improve service efficiency. Activities centered on testing an interactive voice response (IVR) system, including automated “day-before reminder” and “10-minute alert” calls to a volunteer group of paratransit customers. The other major component was “Coordination Model Enhancement.” The intent was to develop new procedures and/or streamline existing processes to improve efficiency and the ability of the TMCC to manage multiple transportation providers and funding sources. Activities included optimizing use of existing Trapeze PASS software by obtaining consulting services to identify issues and increase staff knowledge of the software programs’ functions and features. Evaluation tools included surveys, performance monitoring, and customer and staff feedback. Pre-deployment results indicate that implementation of these changes can improve customer satisfaction, service efficiency, and the ability to coordinate services.
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