Effect of Computer-Assisted Scheduling and Dispatching Systems on Paratransit Service Quality

Abstract

The few computer-assisted scheduling and dispatching (CASD) systems evaluated to date do not, in general, provide details on the effects of quality of service. An analysis of the quality-of-service effects of a CASD system in central Illinois is presented. The analysis finds that a variety of service attributes have been positively affected by CASD implementation. Passengers experienced greater on-time rates at both pickup and drop-off, overall satisfaction with the service increased, and customer reporting of ride denials was reduced. On the other hand, the use of CASD to promote higher vehicle productivity resulted in slightly longer ride times. In addition, callers to the system experienced being put on hold more often. On the whole, the conclusion is that quality of service has been positively affected by the implementation of the CASD system.

Get full access to this article

View all access options for this article.

References

Goeddel

Benefits Assessment of Advanced Public Transportation Systems (APTS). DOT-VNTSC-FTA-96-7. Volpe Transportation Systems Center, FTA, Washington, D.C., 1996.

Khattak

, and Hickman

. Automatic Vehicle Location and Computer Assisted Dispatch Systems: Design and Application Considerations. Journal of Public Transportation, Vol. 2, No. 1, 1998, pp. 1–26.

Kikuchi

Development of Computerized Vehicle Scheduling System for Specialized Transportation: Delaware Case. Transportation Planning and Technology, Vol. 12, 1988, pp. 151–170.

Stone

J. R.

, Nalevanko

A. M.

, and Gilbert

. Computer Dispatch and Scheduling for Paratransit: An Application of Advanced Public Transportation Systems. Transportation Quarterly, Vol. 48, No. 2, 1994, pp. 173–184.

Pagano

A. M.

, Metaxatos

, and King

. Computer-Aided Scheduling and Dispatching System: Impacts on Operations and Coordination. ITRC-FR 98-3. Illinois Transportation Research Center, Illinois Department of Transportation, Edwardsville, Oct. 2000.

Stone

J. R.

Winston-Salem Mobility Management: An Evaluation of Computer-Aided Dispatch and Scheduling. Presented at the 75th Annual Meeting of the Transportation Research Board, Washington, D.C., 1996.

Tomazinas

A. R.

Productivity, Efficiency, and Quality in Urban Transportation Systems. D. C. Heath and Co., Lexington, Mass., 1975.

Pagano

A. M.

, and McKnight

. Quality of Service in Special Transportation for the Elderly and Handicapped. Urban Transportation Center, University of Illinois at Chicago, 1983.

Casey

R. F.

, and Collura

. Advanced Public Transportation Systems: Evaluation Guidelines. Final Report DOT-T-94-10. FTA, U.S. Department of Transportation, 1994.

10.

Dimension Research, Inc. Americans with Disabilities Passenger Survey. DRI #97-282. Greater Peona Mass Transit District, Lombard, Ill., 1998.

11.

Pagano

A. M.

, and McKnight

C. E.

. Quality of Service in Special Service Paratransit: The Users’ Perspective. In Transportation Research Record 934, TRB, National Research Council, Washington, D.C., 1984, pp. 14–23

12.

Dave Consulting, Inc., and Booz-Allen & Hamilton. Special Services Analysis. Final Report, 1984. Chicago Transit Authority, Chicago, Ill., 1984.

13.

Mumayiz

S. A.

The CTA Special Services to the Mobility Limited: Performance Measures for Evaluating Quality of Service. Urban Transportation Center, University of Illinois at Chicago, 1987.