Few, if any implementation processes of computer-aided scheduling and dispatching (CASD) systems have been observed and methodically described. The paper documents such a process and provides insights gained from the evaluation effort. Recommendations regarding statewide deployment of such systems are also provided. Advances in technology along with Federal and State transportation initiatives in the United States over the last decade have provided an impetus for paratransit operators to invest in technological upgrades such as computer assisted dispatching, automatic vehicle location and smart card systems. Based on research literature and other office automation experience, paratransit operators have expectations of increases in productivity and service quality following installation of computer assisted scheduling and dispatch (CASD) software. The most elaborate software systems are likely to have automated scheduling and dispatching software integrated with automatic vehicle location and advanced communications systems. Computer assisted scheduling and dispatch software has the potential to improve performance in a number of ways including increased vehicle load ratios, interagency connections, interactive voice driven reservation systems and dramatically streamlined billing operations. While a number of computer-aided scheduling and dispatching (CASD) systems have been implemented, at best few, if any, implementation processes have been observed and methodically described. This paper reports on a continuing effort in the State of Illinois to determine the impacts of CASD systems on paratransit service. Using the implementation of such a CASD system as a case study, the research team documents the insights gained from the evaluation effort and provides recommendations regarding the statewide deployment of such systems. The findings confirm expectations that CASD systems provide improvements in dispatching, scheduling, on-time performance and increased passenger satisfaction.
Abstract