Developing Strategies for Improved Transportation Program Performance Presented by Mohammed Khan, Administrator MART R1427 Water Street, Fitchburg, MA MART - The Region

MART - The Coverage

MART has... Lowered the Cost Per Ride By Creating an Operation that Enables Fair Competitive Bidding and Increased Shared Rides While Offering a High Quality of Service

By Developing A... A High End Computerized System that enables Computerized trip booking and automated eligibility Verification – for all regions. Automated Lowest Cost Assignment to Qualified Vendors based on lowest submitted rates and capacity Computerized development and management of shared ride groups for long term and daily rides Automated creation of Vendor bills including Rates, Miles incurred, and Payments due

Which is... Sustainable, Scalable and Replicable and offers a HIPAA Compliant, Internet Based Shared Ride Management – All contract negotiations via the Internet and Instant Messaging Vendor Rates, Invoice Management and Billing – All rates and mile reviews performed via Internet and Instant Messaging Quality/Complaint Management – for Vendors and MART Reporting – Operational and Management Advanced Phone interface that can call client back automatically utilizing Caller ID and text to speech technology. Voice Interface – for clients to review and cancel trips through an IVR system DMR, EIP and SPED Management Through the Same System on the Internet

By Selecting... HB Software Solutions (HBSS) A Massachusetts Based Company that has a Complete RTA Focus HBSS shows a deep understanding of our operations, our key performance indicators and constraints while developing solutions. HBSS has shown Acute Business understanding and how they can bring the latest technology to solve our issues. They Bring a High Degree of Technological Innovations for the Public Transportation Industry. They Helped Us Make The Right Selections with Platforms Highly Scalable ORACLE as the Database Using Mappoint – The only Transportation Sensitive Mapping Software Use of Internet and Voice Technologies The choice of the right consultant was critical to MART’s Success

A Component Based System that Can Grow...

MART is Currently... Handling $50 million in brokerage services Providing approximately 2.7 million trips annually Representing approximately 70% of Massachusetts’ brokered services. In addition,

MART Integrates... Across Demographies...Age Groups Special Education transportation services: Saving Seven School Districts Money Across North Central Massachusetts region. Council on Aging: Providing a Wheel Chair Equipped Van Paying 100% of the Operational Costs. Allowing non-elderly use at certain specialized service hours such as, to a commuter rail station at an early hour or an out of town trip for medical, shopping or recreation purposes. University Shuttle: Fitchburg State College Shuttle Service. Veteran Shuttles: To local Veterans offices, VA clinics, as well as VA hospitals and major medical facilities in the Metro Boston and Worcester areas.

MART Integrates... Across Agencies... Massachusetts HST Agencies – DMA/DMR/DPH (State) Massachusetts Department of Social Services (state), Massachusetts Rehabilitation Commission (state), Massachusetts Commission for the Blind (state), Montachusett Home Care Corporation (local), MOC Head Start (local), Guild of St. Agnes Day Care (local) Veteran’s Affairs Others

MART Bridges... The Economic Gap... By Offering Subscription Service: Guaranteed ADA Services, while Reducing dependence on Government Subsidies Coordinating and Utilizing Empty Seats on ADA Para-transit Vehicles Without Compromising the Quality of Service to the ADA Clients. Computerized System Determines EXTRA Capacity in Routes to Accommodate Non-ADA Riders. Low Income, Zero or One Car Families get Access to Work, Training and Education. Bringing Low Income Population into Economic Mainstream. ...Another MART Innovation

MART’s Contributions... Towards Its Citizens... Greater Access to More Personalized Public Transportation Simple Process for Qualifying for Rides Better Service – MART does not Refuse Rides (MART Uses BATCH SCHEDULING of RIDES) Better Service – MART Qualifies and Actively Manages their Vendors Providing Services – Primarily the Private Sector Better Service – MART Acts Promptly on Complaints and Service Issues. Towards Its Employees... Increased Benefits and Long Term Employment (no layoffs) Strong Relationship and Better Understanding with the Union Availability of High End Technology for All Employees

MART’s Contributions... Towards Its Vendors... Better Business Environment for Vendors to Succeed by Creating a Competitive Process via an Automated System MART Prepares Vendor Invoices through an Automated System, thus Reducing Vendor’s Administrative Costs and Ensuring Greater Accuracy Improve Vendor Cash Flow by Reducing Payment Cycles to 15 Days, Ensuring Prompt Payments and Assisting in Emergency Situations Prompt Review and Resolution of Invoice Disputes with Vendors Provide Assistance to Vendors for Vehicle Procurement

MART’s Contributions... Towards the Commonwealth of Massachusetts... Improved Economic and Business Environment in the State Reduce the Cost of Operating Subsidized Transportation without Sacrificing the Quality of Service Very High Level of Transparency in Operations – both Performance and Fiscal. Maintaining Tight Control on Providers to Assure Quality Transporting More People Together Sustainable, Scalable and Replicable Operations Driven by Technology.

MART’s Contributions... Towards the Nation… Reduce the Cost of Operating Subsidized Transportation without Sacrificing the Quality of Service Sustainable, Scalable and Replicable-Across-the-Nation Operations Driven by Technology. MART is Successfully Implementing the United We Ride Vision of Our President George W. Bush