Change can be difficult, especially when it comes to workplace systems as complex as paratransit software. That’s why we offer our clients a modular approach when transitioning from legacy systems to our modern cloud-based platform. Time and again we’ve helped transit agencies dramatically reduce the growing pains that can come from embracing a new system, meaning that operational staff can realize the transformative benefits of the system sooner without the headaches that would otherwise come along for the ride.

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The Value of Modular Implementation

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There are a number of compelling reasons for modular implementation. First, staff won’t have to learn a whole new system at once — a particularly important point when highly ingrained legacy systems have been in place for years, or even decades. Under a phased rollout, everyone has the opportunity to learn one new system or process at a time. This consistently makes the change management process easier, and in turn makes it an easier sell to stakeholders. Meanwhile, the agency will immediately start to benefit from the increased efficiency and productivity of RideCo’s paratransit software, which will help strengthen trust in the system as rollout continues.

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When It Comes to Change, Knowledge is Power

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So, what does this process look like in practice? First, we take the time to work with our clients and learn about the existing system. We assess operational inefficiencies and strive to understand why current processes were set in place, so that we continue to meet the needs of each agency. Once we’ve gained a deep understanding of how the current system works, our service modelling team will use existing data to simulate service perimeters and outcomes, while also demonstrating how our software would work with the current system. Meanwhile, we conduct a careful analysis of which existing software solutions can be integrated with, using our readily available open APIs via RideCo Connect. All this helps to avoid making unnecessary changes to processes that already work well.

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Once these pieces are in place, we’re well positioned to develop a phased training program that facilitates a seamless transition. Delivered in person by our knowledgeable training staff, the program will cover every aspect of RideCo’s software to ensure that reservationists, dispatchers, operators, and administrators are completely proficient and confident with the technology.

[RideCo University] is the tool that was given to us to prepare us for [on-site training]. It’s very easy to navigate. We were already aware of what the system could do and now that we’re here, trying it more hands on, … I think RideCo did an excellent job of preparing us for it.

— Michelle Ward, Assistant Director of CCT Control Center Operations, Southeastern Pennsylvania Transportation Authority

Some people [do better with] book learning, some [do better with] hands-on learning. What RideCo’s training [program] is doing, is accommodating everybody.

— Chase Campbell, Senior Reservations Supervisor, Southeastern Pennsylvania Transportation Authority

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The New Stuff

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That said, there’s a lot of innovative features that can be implemented whenever the given agency is ready and willing:

• Booking, scheduling, and dispatch software: these automated, labor-savings tools can make a big difference in the lives of operations staff.
  •   Independent booking options and self-management of rides results in reduced call center volumes. Meanwhile, offering multiple ride options within a configurable search window allows for trip negotiation, without the hassle of re-searching for a new ride time.
  •   Hands-off dispatching, Dynamic Breaks, and automated re-assignment take a huge burden off operations staff and allow them to spend more time assisting drivers on the road instead of managing on-time performance.
  •   Powered by our patented optimization engine, Solver, manifests are continuously optimized as rides come in and are updated with real-time data. This means schedulers don’t have to drag and drop rides to increase ridesharing.
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• Robust client data storage: RideCo’s Profile Manager makes storing client data easy and secure. Whatever information might need to be collected for reporting and eligibility management can be made simpler with our system. It’s a centralized space to store passenger information including ride preferences, emergency contacts, standing orders, and more.
• Integrations with third party applications: there’s a wide range of existing platforms that RideCo can seamlessly integrate with, including driver and dispatch communication systems such as Zello, or driver shift and payroll management systems such as WhenIWork.

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If It Ain’t Broke, Don’t Fix It

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It’s important to mention that this process doesn’t have to mean completely abandoning old platforms. There are plenty of useful tools that agencies use every day to help them manage their demand-response programs that an agency could want to retain. Things like eligibility assessments, fleet management software, radio or VoIP communications, or payroll and accounts payable integrations can all be retained to reduce the amount of new training required and keep staff working with tools they’re already familiar with. RideCo has experience partnering and integrating with many existing tools when agencies are satisfied with their functionality.  

Further, the basic job functions of operations staff can also remain largely the same. The new platform will simply make their jobs more manageable. This was the experience for Concord Kannapolis Area Transit in North Carolina — after the easy process of a modular transition, staff have immediately started to see the benefits of the RideCo system:

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There was an improvement in efficiency the first day we launched. We moved all the trips from our previous software system into the RideCo system and went from two full-time operators to one operator with a full schedule and only three trips that didn’t fit on that vehicle. The second operator only had to complete three trips that day which was a huge improvement in revenue hours.

— Jamie Tippet Poe, Transit Manager, Concord Kannapolis Area Transit

Offering Solutions That Work

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In the end, RideCo is abundantly aware of the fact that transit agencies depend on the people who operate them. Without considering the human element, even the best system can only do so much. Our modular approach offers the best of both worlds — a change for the better that minimizes growing pains.

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We’ve embraced change and are seeing the benefits of using RideCo’s modern software. What we’re getting back from the team is that they absolutely love it—they’re seeing the impact of today’s paratransit technology and a future for our industry because of it.

— Scott Mar, General Manager, Tulsa Transit