Debbie McGlasson,Transit Director
Brian Barger, Assistant Transit Director
Lisa Boren, Data Coord./RouteMatch Project Mgr.
Pelivan Transit & Northeast Oklahoma
Tribal Transit Consortium
Owned and Operated by Grand Gateway
Economic Development Association
Serving 6 cities and 7 counties in Northeastern
Oklahoma
Developed two consortiums with 10 tribes in
Northeastern Oklahoma to provide tribal
transportation throughout Northeastern
Oklahoma
www.pelivantransit.org
Pelivan grew from 20 vehicles/20 employees to
74 vehicles/90 employees in 6 years.
Multiple Projects increased to 10 tribes, 6
cities, 7 counties, and numerous special
contracts requiring real-time data collection
and reporting demands
Increase of same-day ridership demands
caused longer wait times and an inability to
accommodate all ride requests.
OR…Is it a Tsunami?
One Call/One Click Call Center for Veterans
Multiple Vanpooling Projects
Partnership with Area Mental Health Agency for
6,000 clients
CNG Infrastructure and a Vehicle Maintenance
Facility and Expanded Office Space Project
Come and listen to a story about a man named Jed
A poor mountaineer, barely kept his family fed,
Then one day he was shootin at some food,
And up through the ground came a bubblin crude.
Oil that is, black gold, Texas tea.
Well the first thing you know ol Jed's a millionaire,
Kinfolk said "Jed move away from there"
Said "Californy is the place you ought to be"
So they loaded up the truck and moved to Beverly.
Hills, that is. Swimmin pools, movie stars.
Well now its time to say good by to Jed and all his kin.
And they would like to thank you folks fer kindly droppin in.
You're all invited back a gain to this locality
To have a heapin helpin of their hospitality
Hillybilly that is. Set a spell, Take your shoes off.
Y'all come back now, y'hear?
WE HIT SOME TARGETS!
Tribal ARRA
Grant Funded
RouteMatch
ITS Program!
VTCLI Grants
Rounds 1 & 2
Funded 170 Mobile
Tablets, Fixed
Routes & IVR
Software!
5309 State Good
Repair Grant
Funded Flex Fuel
Veh Maint Facility,
Transit Offices,
Call Center & new
Telephone System!
Technology Advances
RouteMatch with a Mobility Management
Platform was selected through RFP/Committee
Patrick Cheek, Regional Sales Representative
 A scheduling and route optimization system
integrated with data management modules.
 Automated dispatching, automated billing and
cost allocation, and enterprise reporting and data
analysis.
 Can be deployed in client/server or web based
environment. Pelivan installed their own servers.
Modular Design
•Customer Management Module
•Vehicle Management Module
•Reservations Module
•Schedule Module integrated with the
RouteMatch Scheduling Engine
•Automated Dispatching Module
•Verification Module
•Funding Source Module
•Services Module
•Address Module
•Configuration Module
•Reporting and Ad Hoc Module
•Geographic Information Systems
RouteMatch created Data Interchanges
especially for Oklahoma and Pelivan Transit for
the following items:
Logisticare “patch” for Medicaid Rides
To access rider manifest information via Imports/Exports.
Veterans Adminstration and Mobility Management
Data Interchange “patches”
Importing rider manifest information from both agencies
ODOT Transit Assist/Myleonet NTD statewide rural
database export “patch”
To export internal information to outside database for
reporting
170 Samsung Galaxy 10.1 Tablets were
procured through Verizon Wireless.
Floor mounted adjustable holders
were obtained through Brite
Computers.
LISA BOREN
Pelivan Data Coordinator &
RouteMatch Project Manager
Phase One
Pelivan went “LIVE” the week of April 9, 2012.
We brought up one dispatch location at a time
throughout the implementation start-up week.
Drivers Manifests were printed during interim
period awaiting Mobile Data Devices to be
interfaced between the Centers and Vehicles.
Phase Two
Integration of Mobile Data Devices & Program
Went “LIVE” week of October 22, 2012.
Phase Three
Addition of Fixed Routes Software Program
Addition of Integrated Voice Recorder (IVR)
Addition of 100 more Mobile Data Devices with
collaboration project with GLMH (Fall 2014).
Changing Communication Methods and
Styles:
The paradigm shift to 24-hour advance
scheduling and the requirement to build a
“rider profile” at the onset of the call caused
longer telephone call times and frustrated
riders trying to call into a single telephone line
at each dispatch center. An advanced
telephone system was needed to
accommodate a centralized Call Center with
multiple telephone lines that roll from one CSR
to the next available line as well as connecting
all outlying telephone systems together
through one switchboard.
Pelivan Dispatch Centers’ Changes…
Centralizing a Call Center (Spring 2014)
Customer Service Representatives, Route
Schedulers, and Verifyers will be located at Grand
Gateway/Pelivan Transit’s Headquarters in Big
Cabin, OK.
Advanced scheduling will occur at a centralized
location with a VOIP Telephone System.
Five De-centralized Dispatch Centers
Located throughout Pelivan Transit service area
(Big Cabin, Claremore, Grove, Miami, Owasso, OK
offices) utilizing only one 800# for entire system.
Staff available in these facilities to provide “same
day” and “will call” dispatching services with the
drivers.
Redesigned Roles/Creating New Jobs…
Customer Service Representatives (CSR)
Take the calls and books the trips,
Route Schedulers & Verifyers
Optimizes the booked trips and finalizes driver
manifests
Same Day Dispatchers & Route Supervisors
Work in outlying areas for same-day dispatching
and daily transit needs in each of the
communities.
Mobile Data Devices Needed:
Verizon Wireless was awarded the IFB for
purchase and connectivity of 170 10.1”
Samsung Galaxy tablets to be installed in the
Pelivans throughout our system.
Candice Phillips, Government Accounts
Executive, Verizon Wireless
Pelivan chose an adjustable floor mounted
bracket manufactured by Brite Computers.
Mobile Data Devices Needed:
10.1” Galaxy Tablets by Samsung were
purchased through Verizon through a WSCA
(governmental multiple states contract) with
$39.00 unlimited data plan per unit. Tablets
cost $429 each.
Our current internet bandwidth was limited
(T1/T2) and we needed to upgrade to fiberoptic cable to speed up our internet
connections. Solicitation of a vendor for this
upgrade took 3 months of negotiations in the
midst of our technology upgrade. We are
scheduled to convert to fiber in March 2013.
Brian Barger,
Assistant Transit Director
Employees: Memos, Newsletters, Emails, personal visits, telephone calls,
training Sessions, field testing,
incentives, and follow-up meetings.
Riders: Flyers, Newspaper, Newsletter
publications, public forums, civic
meetings, one-on-one through drivers,
CSRs, Dispatchers and Staff.
Community Leaders and Stakeholders:
Letters, Press Releases, Open meetings,
council, board and civic meetings.
How do you help a driver embrace the idea of
replacing his paper and pencil driver log sheet
with a mobile tablet using a touch screen?
We chose some of our more positive and
innovative drivers to introduce and train on the
tablets first. Then, we worked with them in the
field to ensure a successful launch. This
helped to expose the other drivers in the
drivers’ pool before we brought them in to train.
Every driver learned the procedure in a short
time frame. Trainers rode with drivers to help
them feel more secure when they went LIVE
onboard with the tablets.
They are liking the change when everything
works perfectly, however, it is not a PERFECT
WORLD and issues are worked through daily.
How do you help a CSR or Dispatcher
understand the importance of gathering all the
necessary data to create a “rider’s profile” and
explain how these demographics affect reports
for grant writing and reports to Stakeholders?
We explained their new job duties and process
utilizing RouteMatch and the new advance
scheduling approach. Their skill sets were
challenged more utilizing this new technology.
We rewarded them with gift cards and
incentives when goals were met.
Change – Diverse Management
How do you build a TEAM Management
approach to successfully enact changes
necessary for your transit?
We had to clearly define our goals for the
changes. Be united.
We created a new Management Team
empowering responsibility and accountability
in their new leadership roles.
Lead by example and remain committed to the
vision to steer all employees toward the goals..
Change – Rider Resistance
How do you convince a rider that advance
scheduling is beneficial to them?
We took the time to explain to the riders that
the changes will help us in organizing the rides
to improve their service as well as savings in
operational costs for a more efficient transit.
Developed a reduced fare as an incentive for
pre-scheduling.
Continually report feedback during process for
adjustments needed.
It is important to build a TEAM who are united and committed to
promoting the changes needed in your transit.
When dealing with technology be VERY PATIENT!
Create data interfaces BEFORE going LIVE to prevent backlog of
inputting and errors in quality assurance data input.
Be willing to make adjustments through the evolution of change.
Start months earlier to communicate the upcoming changes:
EmployeesEffectively TRAIN and help them cope with fear and
frustrations associated with change!
Be a good LISTENER and provide ongoing support.
City Managers, Tribal Administrations, and All Stakeholders
Educate on software and its potential for efficiency.
Educate on any changes needing to be address on a
municipal level and why changes were necessary.
PublicMake sure the public and riders are well informed of the
changes and most importantly how it is going to affect
THEM.
Provide rewards and incentives where possible to
employees and public.
TIME FOR QUESTIONS
OR
A QUICK EXIT!
THANK YOU!