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POLK TRANSIT’S REGIONAL MOBILITY CALL CENTER VTCLI PROJECT

Technology Experience Sharing & Putting It All Together for Coordinated Call Center Applications. POLK TRANSIT’S REGIONAL MOBILITY CALL CENTER VTCLI PROJECT. August 6, 2013. What was the need?  How did you determine the need?.

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POLK TRANSIT’S REGIONAL MOBILITY CALL CENTER VTCLI PROJECT

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  1. Technology Experience Sharing & Putting It All Together for Coordinated Call Center Applications POLK TRANSIT’S REGIONAL MOBILITY CALL CENTERVTCLI PROJECT August 6, 2013

  2. What was the need?  How did you determine the need? • As a result of the Countywide Transit Study performed by Polk TPO, it was concluded that a regional transit authority was needed to address transit needs in Polk County. • The Polk Transit Authority Bill was signed into law in 2007 and the first board meeting of the Polk Transit Authority (now Polk Transit) was held in February 2008. • The mission, purpose and goals of the Polk Transit Board is to improve the coordination of existing transit services and to develop and implement strategies for the transition to a regional, or countywide, transportation system. • The need to reduce fragmentation between two independent transit systems operating in the same County was evident by the Board members, agency staff and the general public stakeholders.

  3. What was the need?  How did you determine the need? • In the shadows of the failed referendum of 2010 (to create a dedicated funding stream for public transit), the consensus from Polk Transit’s Board, the Polk County Board of County Commissioners and the Lakeland Area Mass Transit Board of Directors was for a consolidated effort to coordinate the existing resources of the two transit entities, eliminate duplication, and to demonstrate efficiencies of the transit systems to the public, with existing resources. With that task at hand, the introduction of the VTCLI grant was timely and quite welcomed.

  4. VTCLI Technology: Total redesign of network infrastructure New Cabling, New Servers and Workstations VM Ware and Citrix Environment for Local and Remote Users Enhanced Telecommunications System – ONE CALL ShoreTel VOIP System Radio Communications Network Upgrade Trapeze Database Merge Implementation Kept Historical Data Separate/Created New Merged Environment

  5. Polk transit’s regional mobility call center Both Agencies Utilized TRAPEZE Scheduling Software Under Separate Contract Agreements with Trapeze POLK COUNTY TRANSIT SERVICES LAKELAND AREA MASS AND WINTER HAVEN AREA TRANSIT TRANSIT DISTRICT D/B/A CITRUS CONNECTION (Fixed; ADA Para-Transit; CTC) (Fixed; ADA Para-Transit) PASS PASS FX LITE INFO AGENT Map upgrade is presently in Test; Upgrade to Trapeze PassV13 August 2013 Fixed Route Modules: Winter 2013/Spring 2014

  6. POLK TRANSIT • Coordinate, Collaborate, • Consolidate • One Call, One Click • Merging Customer Service and (Paratransit Operations) • PT Connect (Branding) • Shared staff and resources to gain efficiencies and provide excellent customer service

  7. One Click portion of the project: Interactive website to schedule and view existing transportation services (Trapeze – InfoWeb) • Call in advance to reduce waiting time and expedite trip cancelling (Trapeze – Info-IVR) • Trapeze Database Upgrade

  8. RMCC

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