Paratransit Software Report June, 2009 Table of Contents

Ecolane’s current investors include:

Finnish Industry Investment Limited is a Finnish government-owned investment company engaged in equity capital investments and direct investments in venture capital funds, private equity funds and selected target companies.

Current President and US Representative, Ryan Larsen has worked in the transportation industry for 24 years. He began his career working as a bus cleaners, worked his way up through the ranks to driver, dispatcher, dispatch manager, and eventually found his niche in software development.

Ecolane’s software:

Ecolane DRT ™ is a software program that is fully rule-based and ADA compliant. The services it provides are broken down into four key components: 1. Reservation, 2. Scheduling and Dispatching, 3. Management and Administration, and Mobile Data Terminals (MDTs).

1. 
   Reservation features include:
   
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     Browser-based user interface
     
   • 
     Order scripting
     
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     Fully configurable Points of Interest
     
   • 
     Multi-lingual
     
   • 
     Order tracking
     
   • 
     Self-Service web orders
     

1. 
   Scheduling and Dispatching features include:
   

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  Fully automatic scheduling
  

• 
  Fully automatic dispatching
  
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  Integration to Public Transit Route Planner
  
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  Continuous optimization
  
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  Street-level routing
  
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  Configurable Service Rules
  
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  Manual override functions
  
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  Dedicated/reserve fleets
  

1. 
   Management and Administration
   

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  Fully configurable service rules
  
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  Real-time monitoring
  
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  Customizable reports
  
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  GIS-based mapping
  
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  Flex routes
  

1. 
   Mobile Data Terminals (MDTs)
   

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  Optional
  
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  Automated work flow
  
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  Click-to-call
  
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  Automatic Vehicle Location (AVL)
  
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  View job details and job logs
  
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  Integration to existing MDTs
  

Ecolane DRT™ utilizes Crystal Reports as its reporting engine. These reports are fully customizable. Over 20 standard reports are available via Ecolane DRT™ with the customization and ad-hoc reports providing variety in reports. These can be expanded to include federal reporting, billing, vehicle control, and the complaint process.

Crystal Reports is used to design and generate reports from multiple data sources. It is the primary report generator with Microsoft Visual Basic. Currently, Crystal Reports is in its 12^th version (released in 2008). After being acquired in 2003 by Seagate Software (later, Business Objects) – an office software developer – Crystal Services Inc. (the creator of Crystal Reports) was acquired by SAP in October of 2007. SAP is currently the 4^th largest software-developing agency in the world.

Ecolane DRT ™ also utilizes MS SQL drivers. This allows the software to generate large amounts of data into Microsoft Word and Excel reports as well. For more information on MS SQL drivers, please see the MS SQL drivers chapter in this report.

 

Ecolane is disciplined when it comes to trading information with its customers.  If awarded the contract, Ecolane will insist on provide documentation for all major transactions to ensure that there are no misunderstandings when key decisions are made.  Ecolane will take the information reports requested in the RFP and conduct a thorough study of a company’s business rules and current practices. Based on this study, Ecolane will solicit a proposal of what the reports should look like, to their understanding. Once awarded, the conversations are mutually inclusive, with the sample reports written up by Ecolane during the RFP submissions phase being provided to the user for their comments. That ensures that the software buyer/user is provided with a comprehensive reports package. Additionally, Ecolane will trade paper reports back and forth until they are satisfied that there is a complete understanding on how the reports should look – based on the user/buyer’s specifications. In this way, any reports generated by the software (samples provided in graphic) are fully customizable.

Ecolane is entirely web-based. This allows the users and the transit providers the opportunity to coordinate rides from any web-enabled computer. The web-based system allows for ease of navigation and use. Instead of opening new applications for multiple tasks, the user and transit provider can simply click on a link to navigate the features of the software. According to Larsen, other software agencies operating on Windows-based software are using technology that is at least 14 years old. With a web-based system, there is no PC back-in or need for a PC at all (rides could technically be scheduled from web-enabled phones and mobile devices as well), and the user can access the web pages at any location at any point on the globe.

As a web-based system, Ecolane DRT ™ uses auto-correct to minimize typing errors customers sometimes make when scheduling rides. This is incorporated everywhere on the site, from scheduling and dispatching to client login and personal information boxes. Like many websites that solicit personal information, if a box is empty or the typed information is not inputted correctly, red text warnings appear on screen to prompt the user to make the necessary corrections.

Operating System:

Ecolane DRT operates on a Linux Operating System. Ecolane can, however, operate on an Oracle 10g or 11g database. Its overseas operations often use Oracle, but the software here statewide uses Linux. The reasons for a Linux operating system are:

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  It’s free: which lowers the cost of the software to the consumer
  
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  It’s stable: according to Larsen, there has not been one minute of unplanned downtime in the past 13 months
  
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  It has a fast development cycle: which increases the speed of which Ecolane can deliver its product to the consumer, as well as any requested custom upgrades
  
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  It’s scalable: it can handle an ever-growing amount of data and work and can be scaled to the size of any transportation operation
  
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  Security: it keeps private data safe
  
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  It’s great at virtualization and can run windows as well
  

Ecolane is fully automated. This limits the amount of decision-making the dispatching staff has to do. Ecolane’s automation has the ability to operate with a minimum of staff interference. It frees up staff time to focus on problems that can only be resolved via the human element. Problems such as vehicle breakdowns, driver/rider or rider/rider conflicts (for example: Driver A can’t ride with Mrs. Smith for various reasons or Mrs. Smith cannot ride on the same vehicle with Mr. Johnson), etc. are problems that require the ingenuity and problem solving skills of human beings.

Consequently, the software will not reschedule manifests already in vehicles. For automation to take effect, rescheduled rides need to be logged before the driver is in route, or 55 minutes prior to the time of pickup. Once this happens, then dispatch needs to manually make these changes. The full automation allows the dispatcher free time to do this as needed.

This graphic outlines Ecolane’s business model in a nutshell. Full automation frees up staff to work on unplanned daily delays, and raises the performance of all employees of any transportation operation across the board. Rather than have one star employee on a five-member team perform at 95% productivity, automating the day-to-day tasks of transportation providers raises the productivity of the entire staff to that of the star employee.

Ecolane recently finished a project in Arlington, Texas. Their daily On-Time Performance (OTP) has increased to 95-97%. This graphic shows the benefit of full automation. This report, generated by Ecolane’s software, shows how a daily OTP can be turned around after a rough start – essentially, rebounding in the 7:00 a.m. hour to help close the day at a 97% OTP success rate. According to Larsen, without automation, a tough start could have a transportation operation playing catch up all day. It should also be noted that the ability for this software to rebound quickly -- and adapt to daily challenges -- can occur during peak hours (rush hours, lunch hour, etc.) as well.

 Self-Service Web Request Feature:

Ecolane DRT ™ has a Self-service web request feature. Self service is a simple application that is used for customers who wish to schedule their own requests without the need of calling the office to speak to an agent. Here is how it works:

1. The customer clicks “Create a New Order”:

Image courtesy of Ryan Larsen, Ecolane USA.

The screen above is the screen that a customer would access via a web-portal posted on a remote site or the transportation entity’s website. At the top of the screen is where the customer will be picked up. At the bottom of the screen is the customer’s destination. In the pick-up section of the screen (appropriately labeled “from”) there are four blank fields. Those fields are for the address street number, street location, and city. There is an additional open field for notes.

Like the top section of the screen, the middle section has the same address fields, but in this case the fields indicate drop-off location.

The bottom section is where the customer enters additional information about the ride – i.e. funding, trip purpose, whether or not they need assistance, and number of companions, children, if the rider needs an assistant and other passengers. These are all configurable to any transportation entity. Also, this screen has a calendar to help the customer select the right date for the trip.

2. After filling out the trip screen, confirm order:

Once the customer completes the check out, they are taken to a confirmation screen that allows them to cancel the trip, order a return trip, copy the trip and return to the main page. It should be noted that every successive screen has prompts that prompt you to the next screen. If any information is inaccurate or incomplete, a red warning message will appear on screen instructing the user to make changes to his or her order. This is done to ensure that the customer gets on the right trip, at the right time, with the correct billing structure in place, and the correct number of additional passengers.

3. Set up trips for the future, make them reoccurring, or cancel a trip:

Image courtesy of Ryan Larsen, Ecolane USA

Above is an image of a customer’s travel history. This can be viewed by Ecolane staff, transit operators, and the customer.

One interesting note is that this training link can be added to any website of the provider. For example, MNDOT could place a link to the Self-Service web page directly on http://www.dot.state.mn.us/. When the customer clicks on this link and creates a new order, and then clicks on web-based training for customers, he or she can provide their own notes to send to the drivers.

The one caveat is that the client must know what his or her funding source is. It is also essential to be sure that the initial funding information is imputed properly. Multiple billings sources can be utilized (see next section).

Billing:

Multiple billing sources are available. Ecolane’s DRT ™ software has the ability to incorporate multiple billing agencies and multiple riders on one ticket. There is a funding sources pull-down tab that is fully customizable. To format this correctly, Ecolane would need to be provided with all of the fund sources options available. If the provider (or user) provides Ecolane with a list of funding sources, they can format the billing component accordingly.

The only limitation to multiple billing sources is that the billing source cannot be switched mid-ride.

In the event that there is a change in the number of billing sources, or rider variables, Ecolane can make the necessary adjustments – either adding or deleting one or many funding or billing entities – on their end. The user simply contacts Ecolane and provides them with the change requests and Ecolane makes the changes. This takes approximately five minutes or less. According to Larsen, Ecolane’s average response time for 2008 on support request items was an hour or less. So, theoretically, a user could drop or add a funding source from its billing component, log the support request with Ecolane, and be using the new billing source in an one hour and five minutes.

Help Desk:

When a problem arises that requires aid of the help desk, a ticket is created and e-mailed to the user as well as to Ecolane’s Support Team. Ecolane then sends a response e-mail letting the user know that the ticket has been resolved and what actions were taken to resolve the issue. These issues are archived forever and can be viewed by both Ecolane and the user for as long as it remains in the system – assuming, of course, that either the user or Ecolane does not delete it. The Ecolane Help Desk is available 24 hours per day, 7 days per week. All tickets used in training are kept by Ecolane and used to broaden its Frequently Asked Questions data and categorically used for future training exercises.

Implementation:

Ecolane’s standard mode of operations for implementation of the software, upon being rewarded with a contract, is as follows:

1. 
   Ecolane arrives at the user’s site of operations. That visit lasts approximately 2-3 days depending on the size of the operation. There they observe the user’s logistics.
   
2. 
   While observing, Ecolane staff will review the host company’s business rules and procedures.
   
3. 
   Based on the documents reviewed and information gathered during observation, Ecolane staff will create a “Business Rules” document outlining in great detail what Ecolane knows, what Ecolane has observed, and how it will integrate the client’s business model into Ecolane’s software format.
   
4. 
   Ecolane schedules a meeting, either via phone or in person, to outline point-for-point what they have observed and provide for recommendations on how to proceed with implementation of the software.
   
5. 
   At this meeting, Ecolane will provide an implementation timeline, with specific tasks and dates of completion. This timeline is milestone driven (meaning: once Task A has been completed, Task B can begin).
   
6. 
   Ecolane then returns to the host site for a test week. This is done to ensure that everything is going smoothly before the software “goes live”.
   
7. 
   Two to three weeks later, Ecolane will begin training staff and essential personnel on how to use the software. This is done as close to “Go Live” as possible, to prevent cross-over mistakes while using two co-existing software. This also ensures that the user’s training is fresh, and then once fully trained, the user can discard old methods and proceed with Ecolane formatting.
   
8. 
   The Go-Live generally occurs 2-3 months after being awarded the contract. According to Larsen, Ecolane was able to “Go Live” in Arlington, Texas (see: case study) in as little as 28-days but it was incredibly strenuous and there are zero margins for error. A more realistic timeline is 2-3 months.
   

Ecolane uses Google Earth for its mapping source. Google Earth is a virtual globe, map and geographic information program that was acquired by Google in 2004. It maps the earth through superimposed images obtained from satellite imagery, aerial photography and GIS 3D globe. These maps are updated frequently, are current, and allow the user an opportunity to view routes and vehicles by geocoding those routes and stops onto the maps provided by Google Earth.