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原文传递 An Evaluation of the SMART Paratransit Phone Reservation System

题名：	An Evaluation of the SMART Paratransit Phone Reservation System
作者：	Thomas B. Reed; Richard R. Wallace; Yu-Hsin Tsai; Steven E. Underwood
关键词：	Evaluation; SMART; Paratransit Phone Reservation System
摘要：	ITS Research Laboratory University of Michigan%The Suburban Mobility Authority for Regional Transportation (SMART) operates a paratransit service, called Community Transit, throughout Macomb County and in portions of Wayne and Oakland counties in Southeast Michigan. Community Transit offers both same day service and advance reservation service, i.e., request for trips other than for the day the call was placed. For advance reservation trips, customers request service by placing a phone call to a SMART Customer Service Operator (CSO). During 1995 and 1996, SMART implemented the Quo Vadis (QV) automated scheduling and dispatch system for the Community Transit service. Quo Vadis includes a user-friendly software interface to help CSOs accommodate customer advance reservation trip requests. This report documents a “before-after Quo Vadis” evaluation of the telephone archives related to the Wayne county portion of the Community Transit reservation system. The goal of the evaluation is to determine the effects of Quo Vadis 1) on the productivity of CSOs (primarily in terms of the average time required to serve a customer) and 2) on the objective quality of the reservation service (in terms of shorter wait for service and faster response when being served). Analysis of archival data for the trip reservation telephone system of SMART Community Transit service in Wayne County indicates that the implementation of the Quo Vadis (QV) automated scheduling and dispatch system had a positive effect on both objective service quality and CSO productivity. In comparison to pre-Quo Vadis conditions, post-Quo Vadis data show a significant decrease in the average amount of time customers wait for a CSO and in the average time it takes for a CSO to take a trip reservation. Moreover, the data show a decrease in the number of calls abandoned.
总页数：	ITS America. Meeting (8th : 1998 : Detroit, Mich.). Transportation technology for tomorrow : conference proceedings. 1998. pp14
报告类型：	科技报告