Western Community Action, Minnesota: Perfect Balance between Customer Service and Productivity with Demand Response Software
Company Size
1,000+
Region
- America
Country
- United States
Product
- TripSpark Paratransit Scheduling and Dispatching Software
Tech Stack
- Browser-based Dispatch Software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Fleet Management Systems (FMS)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Cities & Municipalities
- Transportation
Applicable Functions
- Business Operation
- Logistics & Transportation
Use Cases
- Fleet Management
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Western Community Action's Community Transit Program provides public transportation services for residents of Lincoln, Lyon, Redwood, Cottonwood, and Jackson Counties in Minnesota. Over the past 28 years, the service has expanded to include centralized dispatching in Marshall and Jackson Dispatch Offices. The program operates 20 lift-accessible buses and nearly 100 volunteer drivers, offering shared ride services that coordinate trips based on passengers' pick-up and drop-off locations. The program aims to provide efficient and reliable transportation options for individuals, family members, and service providers, ensuring that every ride request is met or alternative transportation options are found.
The Challenge
The Community Transit Program of Western Community Action faced the challenge of operating at capacity with their dial-a-ride services. To continue their commitment to 'Connecting People and Communities,' they needed to create a flexible fixed route bus service in the City of Marshall. This was necessary to offset the maxed-out dial-a-ride system and ensure availability for all who needed transportation. The program had to work with community partners to implement these changes effectively.
The Solution
Western Community Action implemented TripSpark’s paratransit scheduling and dispatching software to address their operational challenges. The browser-based dispatch software streamlined various aspects of their demand response operations, from call taking to dispatching. This solution enabled them to communicate more efficiently, productively, and securely from any location to any operator on route. The software also allowed for the development and import of custom reports, which could be used by all employees. Additionally, the map and street management solutions provided by TripSpark helped dispatchers schedule around construction zones, closures, or slowdowns, ensuring that drivers remained on schedule and riders were not left waiting.
Operational Impact
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