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CHAPTER 7
Improving Performance
This chapter presents a range of policies, procedures, strategies, and practices that can improve
DRT performance, providing possible ideas and actions that rural transit systems can consider
for improving their performance. Some of the actions are discussed in detail, building on the
specific experiences of rural DRT systems participating in the research project. This was a major
focus of the project: identifying actions and strategies that rural DRT systems have taken to
improve their performance and documenting their experiences. In some cases, the participating
DRT systems were able to provide data quantifying the positive performance outcomes. More
frequently, the systems described the qualitative results of their actions.
7.1 Actions for Improving Rural DRT Performance
There are numerous actions that a rural DRT system can consider for improving its perfor-
mance. Many of these are similar to those identified through the project's urban phase and doc-
umented in TCRP Report 124, such as developing and enforcing a no-show policy to combat the
lost time and resources resulting from rider no-shows.
To some extent, the areas of emphasis for performance improvement may differ for rural sys-
tems as compared with their urban counterparts. Rural systems may be more interested in
expanding their ridership base by contracting with local human service agencies to transport
those agencies' clients, for example. A large urban DRT providing ADA paratransit service may
take a different approach, with a focus on managing demand.
Interestingly, some of the rural systems participating in the research project had opposite
experiences with the same strategies implemented to improve performance. For example, two of
the participating systems changed their route deviation service to demand-response with signif-
icant productivity gains. However, another system went the other way, changing part of its
demand-response service to route deviation and improving productivity. Thus, it is important
to understand the operating environment within which a rural system operates when planning
performance improvements.
Various policies, procedures, strategies, and practices that can affect DRT service positively in
the shorter- and longer-term are listed in Table 7-1. The focus of this list is those actions specif-
ically identified by the rural DRT systems included in the research as well as those identified by
urban DRT systems that are relevant for rural DRT. Also listed are a number of actions gener-
ated during early efforts of the research. Not all the listed actions are appropriate for all rural
DRT systems, and, importantly, there are likely other actions and strategies that DRT systems
have implemented in their communities across the country with resulting performance improve-
ments, which are not captured through this project.
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60 Guidebook for Rural Demand-Response Transportation: Measuring, Assessing, and Improving Performance
Table 7-1. Actions to improve DRT performance identified through research project.
Identified
By Rural By Urban Through
Actions DRT DRT Research &
Systems Systems Experience
Operations
Improve vehicle operator compensation
Establish comprehensive vehicle operator training program
Use part-time drivers
Schedule back-up operators
Rotate demand-response and fixed-route operators
Establish satellite parking areas for service vehicles
Assign certain operators to take DRT vehicle home at night
Align operator shifts to meet ridership demand
Cross train staff
Scheduling/Dispatch
Implement computerized scheduling/dispatch system
Implement AVL and MDTs
Provide scheduled service to frequented destinations
Provide immediate response service
Professionalize scheduling/dispatch function
Maximize use of subscription service
Review, refine, tighten subscription trips on periodic basis
Accept "will-calls" judiciously
Obtain operator input on schedules on periodic basis
Service Design
Ensure service design "fits" community, revise as needed
Use volunteers for long-distance one-to-one trips
Use rural DRT as feeder service to rural inter-city routes
Policies and Procedures
Adopt and enforce no-show/late cancel policy
Develop and enforce cancellation policy
Shorten the advance reservation period
Establish on-time pick-up window
Establish wait time policy
Establish policies/procedures for bad weather operations
Educate riders on policies and procedures
Funding
Get involved in community, build relationships, and gain
funding
Establish effective payment schemes for human service agency
clients/riders
Sell advertising on vehicles
Marketing, Public Relations, and Passenger Relations
Focus marketing efforts on general public
Advertise with campaign/yard signs
Identify key person at human service agencies to address rider-
related issues
Maintenance and Vehicles
Provide effective preventive maintenance practices
Ensure appropriate mix of DRT vehicles
Safety
Monitor accident trends
Involve operators in a safety committee
Reward safe operators
Establish a "culture of safety"
