Western Iowa Transit (WIT) is a program of the Region XII Council of Governments (COG), an RDO that serves six counties and 56 cities with a total regional population over 74,000.[i] WIT was formed in 1977 and has grown to 60 vehicles and a transit division staff of 39, who provided 158,000 rides and over 1.1 million revenue miles in 2018. WIT operates two commuter routes as well as demand response transportation scheduled by calling the main office or submitting an online rider form with contact information, origin, destination, and the time of the client appointment. Transportation to congregant meals is provided, as well as special services such as transportation from a senior center to a grocery store each week, general public transportation, and non-emergency medical transportation.[ii] Historically, WIT had used a variety of methods to communicate between dispatching staff and drivers, from posts on bulletin boards to phone, fax, cell phone, and two-way UHF radio, even at times tracking down drivers by calling their favorite area restaurant to let them know of a change in their schedule. In 2017, WIT began to research options and initiate procurement for needed communications upgrades.[iii]
Project Purposes
The two-way radios that provided the backbone of communication with drivers were comfortable for staff. However, they only worked in about 60 percent of WIT’s rural service area. The analog radio system provider notified WIT that it would stop supporting that system, so a change needed to occur. At the time of initial publishing of this case study in September 2020, WIT described its switch to a cellular-based system, installing tablets using the Android operating system in each vehicle to use for automated vehicle location (AVL), to share manifests, and to communicate with drivers.[iv] As of March 2023, WIT had switched platforms, providing each driver with an iPad with the below apps pre-installed.[v]
WIT had started using software around 2016 for scheduling, which eliminated paper manifests. WIT similarly adopted software from a different vendor for dispatching and geolocation. The two software companies worked with WIT to feed scheduling data from the scheduling into the separate dispatching software. This software combination provided several features that improve transportation operations over using the old two-way radios.[vi] Previously, drivers were sometimes unsure who needed to pay at the time of the ride, but the new software allowed drivers to see whether a rider was self-pay or if their trip was funded through a contract or other mechanism, and to access information about a rider’s needs rather than relying on memory, relayed messages, or handwritten notes.[vii] Since the shift to iPads, all passenger tasks are accomplished through just one app. Drivers are able to log in using their vehicle number and odometer, accessing passenger schedule and logging pick-ups and drop-offs. This and GPS monitoring can be viewed remotely. Phone numbers, addresses, and special notes are all included, and dispatchers can adjust a driver’s schedule and correct data errors in real time. The Team on the Run app similarly remains in use, allowing individual and group messaging and the monitoring of drivers’ speeds and locations if necessary.[viii]
This connectivity is helpful to map trips. WIT provides medical transportation and Job Corps transportation into neighboring regions and states, so drivers are not always familiar with the route and destination. AVL adds a measure of comfort, since the WIT director can check on a driver’s location on an out-of-state trip to see whether the driver is still in service, shown in the image below. Drivers can use an emergency button to quickly indicate an urgent problem to staff in the office. The data also assist WIT with conducting driver safety evaluations, using trip information such as speed to support evaluations and training.[ix]
Outcomes
The cellular-based system provided 80 to 90 percent coverage of the six-county service area, much higher than the two-way radio coverage.[x] A focus on ease of use was key, ensuring that drivers were comfortable with the tablets and later iPads, knowing how to access manifests and enter rider information. This transition has been successful, with the new software providing many benefits at a lower cost than upgrading the two-way radios would have been.[xi][xii]
Overall, communication and reporting have significantly improved with both technology upgrades. The current system has eliminated the need for paper logging, saving time for both drivers and transit staff and allowing reports to be pulled directly from the unified scheduling and dispatching app, simplifying end-of-month billing and end-of-quarter reporting. The sole downside reported is the potential for driver error given regular manual entering of data on the go, which can be time consuming during a morning review of the previous day’s trips.[xiii]
Resources
The upfront cost for a scheduling software license was $25,400, half of which was supported through a grant from Iowa DOT. After the fifth year of the license, WIT pays an annual maintenance fee of $1,400 and cloud fee of $2,500 to keep the software up to date. The separate dispatching software license that was previously used was charged at $6 per driver per month; this secondary cost was eliminated after the agency transitioned to using iPads that allowed for use of a unified scheduling and dispatching app.
During the initial Android tablet phase, other associated costs total less than $1,000 in a typical month. This includes a shared monthly cellular data plan of $160, connection fees of $10 per line for up to 40 tablets, and $35 per line for four staff smart phones. The tablets were provided for free by the cellular provider, U.S. Cellular. WIT acquired headsets for the drivers from another vendor at $20 – 30 per set. The monthly cellular fees represented a significant cost savings over upgrading the two-way radio system, which would have cost $3,500 per month and provided less functionality and coverage.[xiv] Although the transition to iPads entailed taking on new hardware costs, WIT reported the costs of the devices, software, and data were worth the simplification and time saved in billing and reporting to Iowa DOT.[xv]
For more information on WIT, visit http://www.region12cog.org/public-transit/.
[i] Region XII Council of Governments (2019). http://www.region12cog.org
[ii] Chris Whitaker (2019). Regional Mobility & Intelligent Transportation Systems, presentation developed with Tom Feldman, Region XII COG, and presented at the 2019 National Regional Transportation Conference
[iii] Personal communication with Rick Hunsaker, March 2019
[iv] Whitaker (2019)
[v] Personal communication with Matt Cleveland, March 2023
[vi] Personal communication with Rick Hunsaker, June 2019
[vii] Whitaker (2019)
[viii] Personal communication with Matt Cleveland, March 2023
[ix] Whitaker (2019)
[x] Whitaker (2019)
[xi] Whitaker (2019)
[xii] Personal communication with Matt Cleveland, March 2023
[xiii] Personal communication with Matt Cleveland, March 2023
[xiv] Whitaker (2019); personal communication with Tom Feldman, March 2020
[xv] Personal communication with Matt Cleveland, March 2023
This report was delivered to the U.S. Department of Transportation in 2020. It was primarily authored by NADO Program Manager Rachel Beyerle and NADO Associate Director Carrie Kissel. Many transportation agency staff and others assisted with this project in a variety of ways. We offer deep and heartfelt thanks to all the individuals who have provided information and images, consented to be interviewed, and offered editorial guidance in support of this research. This work is supported by the U.S. Department of Transportation under requisition number HOIT190194PR. Any opinions, findings and conclusions, or recommendations expressed in this publication are those of the authors and do not necessarily reflect the views of U.S. DOT or the NADO Research Foundation.
To read more about the report that contained this and other case studies, follow this link.
