Introduction, purpose and procedures--Evaluation indicators, interpretation and corrective--Case study.

Using the implementation of a computed-aided scheduling and dispatching (CASD) system in Peoria as a case study, the study documents the insights gained from the evaluation effort and provides recommendations regarding the statewide deployment of such systems. With respect to productivity, vehicle assignment limitations must be eliminated to allow the CASD system to optimize vehicle use. With respect to management: (a) Decision-makers must require well defined and pre-formatted training delivery schedules to be included in implementation; and (b) As CASD systems are implemented state-wide, a user group of managers should meet periodically to exchange information, explain innovations, and discuss issues arising as the systems are used in paratransit operations. With respect to training: (a) Each step of the preferred scheduling and dispatch process must be mapped and linked to the new CASD; (b) A pre-defined and formal training period must precede installation and "live" implementation of CASD; (c) Training and reference manuals must be distributed and prominently placed at each computer terminal; and (d) Managerial training in developing and interpreting report data is the most often cited failure of CASD at the manager's level. Vendor training for this extraordinarily important task should become part of any implementation effort. With respect to Automatic Vehicle Location (AVL) and Mobile Data Terminals (MDT) systems: Concurrent implementation of AVL/MDT overcomes the problem of run-posting in that no new personnel need be hired, manifest entries are out of the control of the driver, and no interpretation or data-entry mistakes will be entered into the system; all providing more accuracy and timeliness. With respect to CASD technology in the long-term: (a) Contract administrators must implement fixes to ensure appropriate training is received by site managers to ensure management can access and understand CASD data; (b) Contract managers must ensure that project management support is provided to augment already busy paratransit managers; and (c) The best evaluation of CASD will follow from implementation of AVL and MDT systems. With respect to quality of service: Allowing unrestricted use of vehicles will impact passenger perceptions of on-time rates more favorably. With respect to cost effectiveness: Contract managers must enforce vendor accountability for training, report construction support and software documentation to ensure the potential CASD cost-effectiveness changes.