Demand Response Dispatching in the 21st Century 1 - - PDF document
3/17/2010 Demand Response Dispatching in the 21 st Century: A Practical Guide Presented for the Ohio DOT Presented by: Ken Hosen, KFH Group, Inc. March 17 18, 2010 THATS THE WAY WE HAVE ALWAYS DONE IT! Demand Response Dispatching in
Demand Response Dispatching in the 21st Century: A Practical Guide
Presented for the Ohio DOT
Presented by: Ken Hosen, KFH Group, Inc. March 17 – 18, 2010
THAT’S THE WAY WE HAVE ALWAYS DONE IT!
Demand Response Dispatching in the 21st Century
Demand Response Dispatching in the 21st Century
1. Establishing the seriousness of the need, 2. Establishing a team to lead the change – empowerment, 3. Developing and communicating the vision to the staff and public, 4. Ensuring all key participants are prepared to change, 5. Establishing a culture of success, 6. Setting incremental short-term goals and achieving them, 7. Building on short-term improvements, 8. Institutionalizing change, 9. See No. 1. Demand Response Dispatching in the 21st Century
AGENDA – Day 1
1. INTRODUCTION 2. THE DISPATCH TEAM 3. DEMAND MANAGEMENT 4. SERVICE DESIGN Demand Response Dispatching in the 21st Century
Day 2 5. RESERVATIONS, SCHEDULING & DISPATCHING 6. EFFECTIVE COMMUNICATION 7. PERFORMANCE MEASURES 8. DEVELOPING POLICIES AND PROCEDURES 9. HIRING AND RETAINING QUALITY STAFF 10. SUMMARY OF WORKSHOP Demand Response Dispatching in the 21st Century
To provide more trips for more people in a
safe and courteous manner
Demand Response Dispatching in the 21st Century
The Goal of this workshop is to provide students with the skills and knowledge needed to operate an efficient (doing things right) and an effective (doing the right things) reservation, scheduling, and dispatch system. Objectives include helping participants:
Develop dispatch policies and procedures, Develop service parameters to meet the system and
passenger needs,
Implement demand management activities, Operate an efficient and effective dispatch system, manually
and computer-assisted,
Develop hiring and training procedures for dispatch
personnel,
Avoid burnout and staff turnover.
Demand Response Dispatching in the 21st Century
Complementary Paratransit: Paratransit service that is required as part of the Americans with Disabilities Act (ADA) which complements or is in addition to, already available fixed-route transit service. ADA complementary paratransit services must meet a series of criteria designed to ensure that they are indeed complementary. Demand-Response: A type of transit service where individual passengers can request door-to-door or point-to-point transportation from a specific location to another specific location at a certain time. Advanced reservations are typically required. Demand response is a type of paratransit. Dispatching: The process of relaying service instructions to vehicle drivers
Fare Box Revenue: The revenue collected as payment for rides. Can be in the form of cash, tickets, tokens, transfers, passes, etc. Demand Response Dispatching in the 21st Century
Fixed-Route: Refers to transit services where vehicles run on regular, pre-designated, pre-scheduled routes, with no deviation. Typically, fixed-route services feature printed schedules and designated bus stops. One-Way Passenger Trip: One passenger making one trip, from one origin to one destination. A return trip counts a second
Paratransit: A range of passenger transportation services that provide service to the public in a more flexible manner than conventional fixed-route transit services. The term can be used to describe a number of types of services including demand- response, subscription services, shared-ride taxis, jitney services, etc. Demand Response Dispatching in the 21st Century
One Way Trips Per Hour: This performance measure refers to the number of passenger trips taken, divided by the number of operating hours for the service being examined. Can be used with revenue hours or non-revenue hours, depending upon what you are measuring (passengers per revenue hour or passengers per total hours). One Way Trips Per Mile: This performance measure refers to the number of passenger trips taken, divided by the number of vehicle miles or revenue miles for the service being examined. Can be used with vehicle miles or revenue miles, depending upon what you are trying to measure (passengers per revenue mile or passengers per total miles). Demand Response Dispatching in the 21st Century
Revenue Service: A vehicle is in revenue service when the vehicle is available to the general public and there is a reasonable expectation of carrying passengers. Revenue service excludes down time (i.e. from the garage to the first stop, miles driven for maintenance testing, etc). Revenue Hours: The number of hours during which the vehicle is in revenue service. Revenue Miles: The number of miles operated during revenue service. Ridership: The total number of one way passenger trips recorded by a transportation service within any given period. Demand Response Dispatching in the 21st Century
Scheduling: Preparing an operating schedule for transit vehicles on the basis
such as travel times or available equipment. Subscription Service or Standing Orders: A service in which routes and schedules are prearranged to meet the travel needs of riders who sign up for the service in advance. Vehicle Hours: The number of hours the vehicle is operated from garage to garage Vehicle Miles: The number of miles the vehicle is operated from garage to garage. Demand Response Dispatching in the 21st Century
Objectives:
system.
functions. Demand Response Dispatching in the 21st Century
The dispatcher has a variety of duties, depending
upon the size of the system and the services offered.
Systems operating demand-response services often
rely on the dispatcher to take requests for service, schedule trips, and then ensure that clients are picked up and delivered on time.
The dispatcher also handles disruptions to service
by re-scheduling pick-ups and drop-offs while staying in touch with the client by telephone and the bus
The dispatcher serves a support role that includes
calling police and fire services, tracking articles left behind by passengers, and making special passenger accommodations.
Demand Response Dispatching in the 21st Century
In fixed-route, timed transfer systems, the dispatcher
accommodates transferring passengers by holding connecting buses when a feeding bus is running behind schedule.
Dispatchers also serve in a clerical capacity; they
record and report selected bus operator communications, ridership counts, road calls and defects, service disruptions, vehicle assignments, employee attendance, and other information.
The dispatcher may or may not have supervisory
authority.
Demand Response Dispatching in the 21st Century
THE PHILOSOPHY OF DISPATCH
Objectives:
control.
Demand Response Dispatching in the 21st Century
Demand Response Dispatching in the 21st Century
DO YOU THINK UP REASONS WHY YOU CANNOT DO SOMETHING? Instead, spend your time THINKING OF WAYS THAT YOU CAN DO IT
Demand Response Dispatching in the 21st Century
basis.
the vehicle’s schedule rather than the transit system.
CONTROL of paratransit is essential for safe
effective service.
Control means that the dispatcher is able to
direct services as needed and be assured that service will be provided as expected.
Demand Response Dispatching in the 21st Century
Trained competent dispatch staff, Training of all drivers prior to revenue service, Direct supervision of drivers by dispatch, Uniformity of policies, procedures and
discipline for all staff,
Proper road supervision and Educated customers.
Demand Response Dispatching in the 21st Century
Change is often necessary to gain control. Making these changes
requires significant effort from the staff. However, the potential benefits of improved performance and safety will justify the effort.
PHILOSOPHY OF DISPATCH: CONTROL OF SERVICE
Demand Response Dispatching in the 21st Century
State five primary responsibilities of the
dispatcher.
Why does the dispatcher have a significant
impact on system costs?
Who determines the vehicle’s schedule?
The driver, Scheduler, Dispatcher, OR The Mayor’s mother
Name three skills required of a dispatcher.
Demand Response Dispatching in the 21st Century
OBJECTIVES
Recognize the role of the dispatch team. Recognize your team-player styles. Review techniques that will improve dispatch
team performance.
Demand Response Dispatching in the 21st Century
Recognize and fulfill your role on a winning dispatch team:
What are the characteristics of a productive
dispatch team?
What makes a successful team member? How do teams work together?
Demand Response Dispatching in the 21st Century
Foundations that lead to working together successfully:
Encourage Instead of
Risk taking (non safety Risk avoidance related of course)
Decision action Paralysis by analysis Smart work Busy work Simplification Needless complication Quality work Fast work Loyalty Turnover Positive energy Pessimism
Demand Response Dispatching in the 21st Century
Whether the team is a permanent work group
teams and leading them to success requires skill and finesse by the team leader. This section provides suggestions to help foster successful teamwork.
Creating an Environment Conducive to
Teamwork
Recognizing the impact of teamwork, Building a team environment Demand Response Dispatching in the 21st Century
Assess your decision-making style, paying attention
to the extent to which you solicit others’ ideas. Look for opportunities to be more inclusive in your approach.
List the key strengths and limitations of each person
Find ways to involve quiet team members without
embarrassing them. Try using open ended questions and reflective listening to draw out quieter members
Demand Response Dispatching in the 21st Century
Use active listening skills to acknowledge,
summarize, and reinforce the contributions of your team members.
Avoid premature judgment of others’ ideas
and suggestions.
Strive for win/win solutions. Reward team accomplishments. Value and show appreciation to your
administrative and support staff, not just your “front line” staff.
Demand Response Dispatching in the 21st Century
Foster an environment of trust by ensuring
that all criticism is constructive and is focused
Use your team to develop the group’s vision,
mission, and goals.
Show your trust by sharing information
beyond what is necessary.
Demand Response Dispatching in the 21st Century
Deciding When to Use a Team Approach Team leaders need to decide when, and to what degree, to use a team approach for decision-making and problem-solving. The commitment you make to true leadership and openness will come back through more creative, varied and informative input and
Demand Response Dispatching in the 21st Century
Consultants are well known for using the
good ideas of others (with due credit of course)
So the person giving you the idea is happy
and
You get credit for recognizing it and putting it
in place – YOU ARE HAPPY
Oh yeah, the service is better now too. Demand Response Dispatching in the 21st Century
Objectives:
Understand productivity and how it relates to cost Review demand management concepts grouping
trips
Look at demand management solutions that can
work, within the context of the Americans with Disabilities Act (ADA)
Fixed-route -- making it easy to ride
Demand Response Dispatching in the 21st Century
Passengers ride according to the vehicle's schedule instead of
their schedule.
Cross between fixed-route and paratransit (hence the term
Hybrid)
Permitted under ADA, Will not be suited to all.
The bottom line: increased productivity, lower per trip costs
Sounds like magic but...
requires significant planning reconsidering of the "way we have always done it" will require working closely with the community
Demand Response Dispatching in the 21st Century
PRODUCTIVITY: HOW TO REALLY CUT COSTS AND STILL MEET NEEDS
productivity,
flexibility,
improvements
Measuring productivity as one-way trips per service hour Going from 2 trips per hour to 2.2 trips per hour will yield a ten percent
system savings through a reduction in service hours
Lower per hour cost is neutralized by lower productivity (more vehicle
hours)
When contracting for service always emphasize productivity Payment method must encourage productivity
Demand Response Dispatching in the 21st Century
Uncontrollable factors affecting productivity:
Service area size, Population density, Traffic flow, road construction, congestion, and speed
limits,
Mobility status of passengers as it affects dwell time, Political decisions, Weather, terrain, and natural barriers, Others as well
Demand Response Dispatching in the 21st Century
Factors that can be controlled Service parameters, Policies and procedures, Effective dispatch technologies, Demand management (grouping trips), Fixed-route availability and accessibility, Percentage of group services, Amounts of types of paratransit needs fulfilled
Demand Response Dispatching in the 21st Century
Controllable Factors
Door-to-door vs. curb-to-curb vs. door-through-door, Labor contract restrictions, Mix of subscription and call-in trips, Real-time; next day; and advance reservation mix, Experience and competence of scheduling and
dispatch staff,
Experience and competence of vehicle operators, Expectations/past history, Vehicle condition/maintenance, and Service design
Demand Response Dispatching in the 21st Century
Paratransit vehicles are strictly limited in their
productivity.
There are only so many passengers that can
be picked up in an hour.
This ceiling is based on the laws of physics:
No vehicle can be in two places at the same
time,
Speed limits, boarding abilities and population
density will affect the ceiling
So will driver and dispatch competence Demand Response Dispatching in the 21st Century
Paratransit is the most difficult form of transit
to operate.
Paratransit is the most expensive mode on a
per trip basis, due to its built in productivity limitations.
Demand Response Dispatching in the 21st Century
allow how many (percentage) additional riders, assuming the same number of vehicles are used?
improve your productivity.
is turning away passengers?
Demand Response Dispatching in the 21st Century
Objectives:
Become familiar with different ways of providing
service.
Understand the advantages and disadvantages of
each service mode.
Know when to apply new approaches to your service. Understand the need to revise the service
periodically. Note: All the designs in this section work in areas like yours.
Demand Response Dispatching in the 21st Century
THE EXCUSE:
“We do it this way, because that’s the way we have always done.”
Demand Response Dispatching in the 21st Century
A cross between fixed route and demand
response
Each serves different markets – not
applicable in all areas
Demand Response Dispatching in the 21st Century
Productivity - Limited to four to eight passengers per hour. Advantages
. Disadvantages
Demand Response Dispatching in the 21st Century
service area at all times.
cooperate.
a bus!
Demand Response Dispatching in the 21st Century
as medical and shopping). Can be scheduled for specific days and times.
Productivity - Limited by vehicle capacity. Advantages
Disadvantages
Demand Response Dispatching in the 21st Century
Productivity - limited by vehicle capacity. Advantages
Disadvantages
Demand Response Dispatching in the 21st Century
Productivity - About 8-12 passengers per hour. Advantages
Disadvantages
Demand Response Dispatching in the 21st Century
Productivity - Limited by vehicle capacity Advantages
Disadvantages
Demand Response Dispatching in the 21st Century
Service Type Productivity Countywide Paratransit 1-2 trips per hour Urban Paratransit 1-3 trips per hour Dial-a-Ride - Zoned 4-8 trips per hour Fixed Schedule - County 6-12 trips per hour Flexible Routes 8-12 trips per hour Service Routes Vehicle Capacity Fixed-Route Vehicle Capacity Demand Response Dispatching in the 21st Century
Objectives:
scheduling, and dispatching.
Demand Response Dispatching in the 21st Century
The functions are typically separated in urban
areas, but are often handled by one person in rural and human service systems.
The approaches used to reserve, schedule
and dispatch service are often significantly different in urban and rural areas.
The need for and the type of software will
differ between system size and service type.
Demand Response Dispatching in the 21st Century
Demand Response Dispatching in the 21st Century
Objectives
To understand how technology can benefit your
system,
To develop clear realistic expectations for the
technology,
To understand the various functions currently
available,
To understand the operational issues created by
technology.
Demand Response Dispatching in the 21st Century
Electronic Spreadsheets and databases,
Accounting Software,
Basic Communication Devices,
Paratransit Software (DRT) – This is the heart and This is the heart and soul of paratransit technology. Most other paratransit soul of paratransit technology. Most other paratransit technologies are driven by the software. technologies are driven by the software. – Paratransit Organizer Software Paratransit Organizer Software – Automated Scheduling Software Automated Scheduling Software
Maintenance Software
Demand Response Dispatching in the 21st Century
MDCs are valuable dispatching and
recordkeeping tools
Allows for dispatcher to know the status of
each trip in real time,
Can send trips to the driver without a need to
write it down,
One time data entry. Demand Response Dispatching in the 21st Century
Coming of age in the transit industry, has been applied in rural and urban areas. applied in rural and urban areas.
A great tool if used properly – the problem has been the problem has been in the application. in the application.
Can be used to verify no-shows, missed trips and on shows, missed trips and on- time performance. time performance.
Can track and retain information for a period of time.
Excellent safety tool – can locate vehicles in real can locate vehicles in real
Demand Response Dispatching in the 21st Century
To improve service quality To improve scheduling/productivity - increase
ridership
To generate reports and retain records To reduce staffing needs To assist the dispatcher in making the correct
decisions
To monitor system performance Reduce dependency on one individual Safety Reduce costs
Demand Response Dispatching in the 21st Century
More often
than not not in in rural rural (and (and some some urban urban areas), areas), the the technology technology is is flat flat out
not being being used used at at all all or
not as as intended intended.
Many that that have have implemented implemented still still use use their their old
approach, approach, not not adapting adapting to to the the technology technology - negating negating any any potential potential gains gains.
Sophisticated installations installations have have a poor poor record record of
success, success, despite despite major major financial financial backing
Yet at at this this time, time, that that record record is is improving! improving!
Many systems systems have have a difficult difficult time time maintaining maintaining the the technology technology.
Demand Response Dispatching in the 21st Century
IT IS STILL ALL ABOUT THE STAFF
Demand Response Dispatching in the 21st Century
Expectations become a major issue as a result of the belief that technology can solve any problem. At times it seems that technology is the solution in search of a problem KEEP IT SIMPLE!
Demand Response Dispatching in the 21st Century
IF YOU DO KNOW WHAT YOU ARE DOING TECHNOLOGY MAY HELP YOU OR IT MAY NOT
Demand Response Dispatching in the 21st Century
What information does a transit system and staff need? Needs might be for:
Take 10 minutes and think about questions 1 and 2 – write down your needs. 1. Discussion of informational needs of varying service designs
2. Do you have a need for passenger information?
3. Confidentiality
Demand Response Dispatching in the 21st Century
Objectives:
To understand the concepts of reservations, To review the integration of reservations and
scheduling, and
To review the computerization of this function.
Demand Response Dispatching in the 21st Century
First we take down the information on one of these small pieces
need.
We tell them we will get back to them before the trip. At the end of the day we take all of those pinkies (printed on
pink paper) and clip together by day.
On the day before service we spread out the pinkies on a table
and schedule trips by placing pinkies with each driver. They now lock the front door on windy days.
This is an easy process since we usually know who will ride with
each driver.
We then write down on a piece of paper what every driver is
write on the log.
Then we call them back to tell them the time. Demand Response Dispatching in the 21st Century
First we take down the information on one of these
small pieces of paper with lines for address, telephone and anything we need.
We tell them we will get back to them before the trip. At the end of the day we take all of those blueies
(printed on blue paper) and write the information on the big sheet for the day of service.
On the day before service we place trips with the
drivers they usually go with, writing it down on the driver’s log.
We make copies for the drivers and the dispatchers. Then we call them back to tell them the time.
Demand Response Dispatching in the 21st Century
In the early 2000s:
The customer’s name, origin, destination and
telephone are taken and the customer is told to be ready in 30 minutes
The dispatcher assigns it to a driver and
communicates it to them. The driver writes it down (If using MDCs the driver would just press the acknowledge key).
The customer gets picked up
Demand Response Dispatching in the 21st Century
The first point of passenger contact is the reservations process. It is very important to make a good first impression. Passengers perceive holding on the telephone almost as negatively as a late bus. It is very important to provide this part of the service in a rapid, but thorough and courteous manner. RESERVATIONS/SCHEDULING CONCEPTS - This section will discuss the concepts of reservations in urban and rural areas. Often the reservation process and the scheduling process are combined.
rapidly and accurately as possible. For each requested trip, there should only be one trip request entry - never enter the trip first on hard copy and then on the computer.
On-line scheduling - scheduling the trip while on the telephone Eliminating the need for call backs - using block scheduling Monitoring telephone service - perceptions of hold time
Demand Response Dispatching in the 21st Century
The instructor managed a 1,000 trip per day dynamic paratransit system with a manual process. While ultimately, most if not all systems should and will computerize, until they do, improvements in manual techniques are essential. Further, a manual reservations scheduling and dispatch process can be designed to mimic the software, making the ultimate transition to technology easier.
One form for intake, scheduling, dispatch and drivers! Demand Response Dispatching in the 21st Century
TELEPHONE SKILLS - As discussed above, reservations is the first point of customer contact, so it must be done right. At times the reservation staff must give the customer bad news -- a ride is not available at the time requested -- staff must understand proper telephone etiquette.
completing the transaction as rapidly as possible
Get complete trip request and repeat back to customer for confirmation Place on hold for a minimum amount of time Communicate the decision. If the answer is negative, always suggest
at least one alternative (more if you have the time)
If the answer is positive, repeat the pickup window and all other
pertinent information
If you cannot understand a passenger, do not pretend that you
understand Demand Response Dispatching in the 21st Century
Objectives:
To understand the concepts of paratransit
scheduling
To review the service parameters that affect
scheduling
To review the computerization of this function
Demand Response Dispatching in the 21st Century
The second of the three functions in this section is the scheduling process. Productive scheduling is essential to cost control in any paratransit or hybrid system. Productivity in paratransit is typically measured in one-way passenger trips per
routing is conducted in an efficient and effective manner service quality requirements are maintained, and cost effectiveness is adhered to.
There are two types of paratransit/hybrid scheduling -- demand- response (either in advance or in real time) and subscription. This section will introduce the theories behind each approach, and within demand-response we will detail the multiple ways that one can schedule.
Demand Response Dispatching in the 21st Century
In advance
batch scheduling
Real time/immediate response Dial a Ride
Considerations of service area size, and densities
Small compact service areas, with short trip distances
are conducive to real time scheduling. Larger service areas with longer trip
distances are problematic.
Real time scheduling encourages ridership. Many
ADA systems do not want to increase ridership on paratransit.
Demand Response Dispatching in the 21st Century
Assuming that demand can be met, it is to
everyone's advantage to increase subscription service as much as possible. This results in:
greater convenience for the customer, fewer telephone calls and demands on the
scheduling staff, and
more consistency for the drivers and
The ability to optimize schedules, Group trips
Demand Response Dispatching in the 21st Century
Numbers and types of vehicles Passenger needs Subscription/demand Arrival time requested Size of scheduling window Driver availability/capabilities
Demand Response Dispatching in the 21st Century
Rural and Small Urban Note – if you are operating more than 10 – 20 vehicles at one time, invest in technology
Schedule blocking, allowing on-line confirmation By vehicle Developing a fixed schedule service Developing scheduling parameters including dwell
time for ambulatory/wheelchairs, average speed, last wheelchair on is first off, etc.
Demand Response Dispatching in the 21st Century
assigned to runs)
and their expected/typical productivity for that time frame
Demand Response Dispatching in the 21st Century
1. Selecting the right technologies 2. Buy-in from staff 3. Using it as intended Key objectives are:
Techniques:
Demand Response Dispatching in the 21st Century
Objectives:
To understand the concepts of paratransit
dispatching
To review the service parameters that affect
dispatching
Review the computerization of this function
Demand Response Dispatching in the 21st Century
Must put all of the functions together in real time,
making decisions rapidly.
The scheduling function builds the best possible
schedules, but dispatch is responsible for making them work.
The dispatcher must interact with drivers, passengers
(late trips, cancels etc.), and reservation staff. The rapid changes and lack of consistency make this position difficult, especially during peak hours.
Demand Response Dispatching in the 21st Century
Reviewing schedules to be sure they can be accomplished prior
to implementation
Communicating with maintenance, and assigning vehicles to
drivers
Controlling and directing drivers on the road Taking passenger calls to cancel trips, will calls, and other
changes
Scheduling and assigning changes as they occur (real-time) Responding to all emergencies and other problems as they
develop
Documenting all telephone calls and radio transmissions For some systems (typically rural systems), answering
telephones, taking reservations and scheduling trips
Reporting and record keeping Demand Response Dispatching in the 21st Century
Dispatchers must schedule trips immediately
(real time) and do not have the advantages of a scheduler who does not have the pressure
Identifying the appropriate vehicle for a
particular need
Changing multiple runs in real time Overall control
Demand Response Dispatching in the 21st Century
Proper tools (computer or forms) to access
information rapidly
An environment conducive to concentration -- limit
driver access
Effective telephone and radio equipment -- hands
free
Service parameters that allow scheduling flexibility A routine set of procedures An educated customer base Well trained drivers
Demand Response Dispatching in the 21st Century
reservation, scheduling and dispatch?
to the driver’s manifest? How many should you use?
Demand Response Dispatching in the 21st Century
OBJECTIVES
Recognize listening styles, Learn to be sensitive to all customers, Review effective communications with drivers, Understand priorities for communicating with
maintenance personnel.
Demand Response Dispatching in the 21st Century
Types of communication devices: two-way radio, mobile data
terminals, telephones, and email/text messages. Note: Never read messages, text messages or talk on the telephone or radio while the vehicle is in motion. Period.
Transmission respect and protocol is the responsibility of both
the driver and the dispatcher. If there is a problem between the two, the world does not need to hear about it.
Air time use should be kept to a minimum. Only information
relevant to the passenger’s pickup, drop-off, or special instructions should be shared.
Staff should be trained to speak clearly and with as few words
as possible.
Demand Response Dispatching in the 21st Century
The use of “10-code” may or may not be helpful. My preference
is to use English
Short, concise phrases, clearly spoken Emergency situations always should be conveyed to the
allow the vehicle with the emergency to relay its situation to the
the conversation, they should remain silent until the problem is corrected.
Drivers should be encouraged to keep dispatch informed on
changing weather and road conditions and vice verse.
Demand Response Dispatching in the 21st Century
How to make your listener feel important:
Answer promptly, Identify yourself, your department, and your organization, Have a friendly manner and be professional at all times, Listen and be diplomatic, Keep it brief and avoid the “hold” button, Don’t transfer the customer around, Learn the person’s name and use it, Write it down -- don’t trust your memory, Admit when you are wrong, Let the caller hang up first, Respect talking/listening speed limits. Demand Response Dispatching in the 21st Century
Understand the link between performance measures
and system performance,
Understand the link between performance measures
and customer service,
Recognize relevant (for management purposes)
performance indicators and be able to apply to your system,
Learn how to develop reasonable performance
measures for your system,
Take at least two measures back and apply to your
system.
Demand Response Dispatching in the 21st Century
You are managing a business, don't you need
to know the bottom line?
For those interested in improving service --
how do you know if you are improving if you do not measure performance?
Monitoring performance will help identify
potential problems before they become real problems.
It is a tried and true management practice in
any business.
Demand Response Dispatching in the 21st Century
Performance measures tells staff how well they are performing a given function. Measures can include calls processed per hour for reservation staff, one- way trips per hour for schedulers and dispatchers and a variety of other measures. It is essential that dispatch and scheduling staff be able to have access to their performance from previous days in order to:
measure their performance, investigate problems, and improve performance. Demand Response Dispatching in the 21st Century
Collecting Data -- This data does not include agency required
need to improve performance. Data collection can be difficult and expensive, resulting in the utilization of additional staff, simply to collect data. This can be counter-productive. The system should be concentrating on data collection that has
Developing Relevant Performance Measures -- This section will focus on developing performance measures that matter. There is no value in tracking irrelevant measures. Each measure must have a distinct purpose.
Demand Response Dispatching in the 21st Century
Simple to collect information, most systems already
collecting the data necessary to calculate performance,
Supportive of, and directly linked to goals and
Seek continual system improvement over time, Separate different service types and counties --
compare apples to apples,
Link to management and staff performance.
Demand Response Dispatching in the 21st Century
medical, intra county, local fixed-route, local paratransit, human service agency or other service mode:
passenger trips per revenue hour, passenger trips per revenue mile, driver pay hours per revenue hour (labor productivity).
Collect one-way trips provided, miles and hours of revenue
service (for paratransit -- from first pickup to last drop off excluding breaks) for each contractor, and for each service type. It is very important to break out service type in order to compare "apples to apples".
Demand Response Dispatching in the 21st Century
service type or other disaggregated level.
Other indicators could include subsidy per unit of service.
Demand Response Dispatching in the 21st Century
preventive maintenance (PM) performance
(percentage of PMs performed within acceptable parameters),
ability to make the daily pullout requirements
(standard should be 100%),
road calls per 100,000 miles.
Demand Response Dispatching in the 21st Century
service type,
modest improvement over the present level,
and compare service to previous months and the same month of the previous year,
and make adjustments as necessary,
incremental improvements,
Demand Response Dispatching in the 21st Century
A visual tool for dispatchers to determine
vehicle activity.
Some software products will use this visual
tool.
If you have to do this manually, conduct it
every 2-4 weeks or when there is a problem.
Use this analysis to channel trips to the times
that are least utilized.
Demand Response Dispatching in the 21st Century
Demand Response Dispatching in the 21st Century
Objectives:
Understand the links between system control and
policies and procedures,
Understand the need to develop clear and concise
policies and procedures for customers,
Understand the conflicts between customer desires
and system capabilities, and
Use the policies and procedures to reflect the
emphasis of your system.
Demand Response Dispatching in the 21st Century
Broad based policy statements, Should be used to guide your system, Develop goals for each service type and
system as a whole,
Not all goals have to be quantifiable.
Demand Response Dispatching in the 21st Century
Designed to educate the customer base, Develop expectations through the guide, Simple to read, with all of the basic material present, See service parameters in Section 2.
Demand Response Dispatching in the 21st Century
dispatch control?
be in for drivers?
passengers in a how to ride guide?
training?
Demand Response Dispatching in the 21st Century
Objectives:
Understand the link between quality staff, cost control and
productivity.
Identify the qualities and skills required of a good dispatcher. Develop effective job descriptions. Learn how to hire skilled dispatch staff. Review training needs for dispatch staff. Demand Response Dispatching in the 21st Century
The most successful systems are typically those that have quality, highly trained and experienced staff, using sound
computer installations also depend on quality staff. Computer software does not significantly improve system performance without quality staff. People are always the key in this people oriented service.
Demand Response Dispatching in the 21st Century
While a reservation agent is often an entry level position, dispatchers and schedulers must be skilled staff. Care must be taken to hire the right staff, the first time. It is much easier in the long run to take the time to hire the right person the first time, than trying to fire the wrong person.
Recruitment - where does one find a dispatcher - in house,
had success with individuals from the tow truck industry, trucking industry, taxi, and other dispatching and driving positions).
Conducting functional tests - We will demonstrate a
number of testing techniques to ascertain the skill level of the applicant. The key here is that the dispatcher understand geography, spatial relationships, and is or can get familiar with the service area.
Demand Response Dispatching in the 21st Century
Includes initial and refresher training.
All driver training Policy and procedures Emergency procedures Sensitivity, passenger assistance overview On-road training (essential) Map reading Communication skills Supervisory skills Computer software training (if applicable)
Demand Response Dispatching in the 21st Century
In this section we will review the reasons for
turnover, the costs associated with turnover and ways to prevent turnover.
Stress of the position, Requires significant experience and skill, Important to cost savings, but typically low
paid,
Attempts to use unskilled staff typically
ineffective.
Demand Response Dispatching in the 21st Century
Management should meet frequently with dispatch staff, review performance, and discuss burnout issues.
Office should be separated from drivers with limited access, the noise level should be minimal. Tools are helpful for hands-free communication.
sick leave or even burnout.
Demand Response Dispatching in the 21st Century
Rotate staff regularly, keeping time between breaks to 1 ½ - 2 hours.
than an incidental basis.
The dispatcher must get performance measure feedback on a daily or weekly basis, in order to be able to change rapidly, in the event of a drop in performance.
Demand Response Dispatching in the 21st Century
1.Is the physical location important for the dispatcher? 2.Where do you want the dispatcher located? 3.What training should the dispatcher receive? 4.List four approaches to avoiding dispatcher burnout.
Demand Response Dispatching in the 21st Century
10 - SUMMARY OF WORKSHOP
Demand Response Dispatching in the 21st Century
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Demand Response Dispatching in the 21st Century
Questions, comments, concerns? Questions, comments, concerns? Contact me: Contact me: Ken Hosen, KFH Group, Inc. Ken Hosen, KFH Group, Inc. Austin, Texas Austin, Texas 512 372 8807 512 372 8807 KHosen@KFHGroup.com KHosen@KFHGroup.com
Demand Response Dispatching in the 21st Century