Case Studies Detroit Department of Transportation

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	Detroit Department of Transportation

Detroit Department of Transportation

Technology Category	Functional Applications - Fleet Management Systems (FMS) Functional Applications - Remote Monitoring & Control Systems Analytics & Modeling - Predictive Analytics
Applicable Industries	Transportation Cities & Municipalities
Applicable Functions	Logistics & Transportation Business Operation
Use Cases	Fleet Management Remote Asset Management Predictive Maintenance
Services	System Integration Software Design & Engineering Services
Challenge	DDOT faced several challenges including poor communication between management and drivers due to reliance on paper manifests and outdated technology. Coordination between DDOT, the previous broker, and subcontractors was cumbersome due to manual scheduling processes. This resulted in limited visibility into driver data, scheduling, and execution, causing drivers to frequently run behind schedule. Staff had to manually collect all pick-up calls for the next day by 4:30pm and compile them into a report to send to each provider, leading to disjointed delivery of customer trips. Additionally, there was zero visibility into how trips were being booked, and the scheduling method often resulted in multiple provider vehicles being dispatched to pick up a single customer. Read More
About Customer	The Detroit Department of Transportation (DDOT) is a public transportation agency serving the city of Detroit, Michigan. It operates a comprehensive network of bus routes and services aimed at providing reliable and efficient transportation options for residents and visitors. DDOT is committed to enhancing mobility and accessibility within the city, ensuring that public transportation meets the needs of its diverse population. The agency faces the challenge of managing a large fleet of vehicles and coordinating with multiple subcontractors to deliver timely and efficient transportation services. With a focus on improving operational efficiency and customer satisfaction, DDOT continuously seeks innovative solutions to address the complexities of urban transportation. Read More
Solution	DDOT implemented the Ecolane DRT Brokerage Software System to address its challenges. The solution included touch screen MDT software on Android tablets, ensuring that 100% of vehicles in operation daily were equipped with modern technology. The system also featured SMS text messaging, self-service web bookings, and Google Transit integration to streamline communication and booking processes. A subcontractor portal was introduced to provide added visibility, and an advanced reporting system with an ad-hoc reporting tool was deployed to enhance data analysis and decision-making. These technological advancements aimed to improve scheduling efficiency, increase visibility into driver data, and enhance overall operational performance. Read More Log in to view content
Contents

Technology Category

Functional Applications - Fleet Management Systems (FMS)

Functional Applications - Remote Monitoring & Control Systems

Analytics & Modeling - Predictive Analytics

Applicable Industries

Transportation

Cities & Municipalities

Applicable Functions

Logistics & Transportation

Business Operation

Use Cases

Fleet Management

Remote Asset Management

Predictive Maintenance

Services

System Integration

Software Design & Engineering Services

Challenge

DDOT faced several challenges including poor communication between management and drivers due to reliance on paper manifests and outdated technology. Coordination between DDOT, the previous broker, and subcontractors was cumbersome due to manual scheduling processes. This resulted in limited visibility into driver data, scheduling, and execution, causing drivers to frequently run behind schedule. Staff had to manually collect all pick-up calls for the next day by 4:30pm and compile them into a report to send to each provider, leading to disjointed delivery of customer trips. Additionally, there was zero visibility into how trips were being booked, and the scheduling method often resulted in multiple provider vehicles being dispatched to pick up a single customer.

About Customer

The Detroit Department of Transportation (DDOT) is a public transportation agency serving the city of Detroit, Michigan. It operates a comprehensive network of bus routes and services aimed at providing reliable and efficient transportation options for residents and visitors. DDOT is committed to enhancing mobility and accessibility within the city, ensuring that public transportation meets the needs of its diverse population. The agency faces the challenge of managing a large fleet of vehicles and coordinating with multiple subcontractors to deliver timely and efficient transportation services. With a focus on improving operational efficiency and customer satisfaction, DDOT continuously seeks innovative solutions to address the complexities of urban transportation.

Solution

DDOT implemented the Ecolane DRT Brokerage Software System to address its challenges. The solution included touch screen MDT software on Android tablets, ensuring that 100% of vehicles in operation daily were equipped with modern technology. The system also featured SMS text messaging, self-service web bookings, and Google Transit integration to streamline communication and booking processes. A subcontractor portal was introduced to provide added visibility, and an advanced reporting system with an ad-hoc reporting tool was deployed to enhance data analysis and decision-making. These technological advancements aimed to improve scheduling efficiency, increase visibility into driver data, and enhance overall operational performance.

Impact #1	The implementation of the Ecolane software led to a significant improvement in on-time performance (OTP), with a 23% increase.
Impact #2	Customer complaints decreased dramatically by 92%, dropping from 25 per week to just 2 per week.
Impact #3	A customer satisfaction survey revealed a 99.98% satisfaction rate among 500 customers.

Impact #1

The implementation of the Ecolane software led to a significant improvement in on-time performance (OTP), with a 23% increase.

Impact #2

Customer complaints decreased dramatically by 92%, dropping from 25 per week to just 2 per week.

Impact #3

A customer satisfaction survey revealed a 99.98% satisfaction rate among 500 customers.

Benefit #1	23% improvement in on-time performance (OTP).
Benefit #2	92% decrease in customer complaints, from 25 per week to 2 per week.
Benefit #3	99.98% customer satisfaction rate among 500 surveyed customers.

Benefit #1

23% improvement in on-time performance (OTP).

Benefit #2

92% decrease in customer complaints, from 25 per week to 2 per week.

Benefit #3

99.98% customer satisfaction rate among 500 surveyed customers.

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Overview

Detroit Department of Transportation

Operational Impact

Quantitative Benefit