One of the objectives of the national Advanced Public Transportation Systems (APTS) program is to reduce worker stress and increase job satisfaction. Stress and satisfaction are subjective and qualitative human factors that are often overlooked, or lost in the challenge of implementing advanced technologies. This paper discusses the need to proactively manage and promote technology change among paratransit staff working with disabled customers who all have special needs. Technology changes can radically modify an employee's responsibilities, tools, day-to-day procedures, and productivity. (Also, technology changes can radically modify a customer's level of service, responsibilities as a user, and the routine upon which he/she may be most dependent). The paper offers strategies to mitigate stress during a technology transition, and to optimize job satisfaction during the entire deployment process from planning through routine operation.
Samenvatting