Connecting the Dots: Mobility Management’s Role in Helping Customers Make the Complete Trip

Over the past decade, transit agencies have embraced mobility management as a way to improve their customer’s travel experience. Mobility managers are employed by a variety of agencies beyond transit, including aging, disability and health advocacy organizations, local governing bodies and agencies, employment programs, human and social service agencies, and economic opportunity councils. Mobility managers focus on meeting individual customer needs, particularly those customerswith barriers to transportation, through a wide range of transportation options and service providers coordinated to meet access needs in a manner that is effective for the customer. By defining customer travel needs and understanding access challenges from the customer’s perspective, mobility managers are better able to assist individuals seeking to make the complete trip.

In addition to assisting customers as they navigate local travel options, mobility managers also serve as policy coordinators, helping communities develop transportation plans, programs and policies, and helping to foster local partnerships among key stakeholder agencies.

This brief focuses informing mobility managers who may be new to the profession or who are working with non-transit related agencies on the design of a systemic approach to helpingcustomers make the complete trip. The brief provides an overview of:

  • what constitutes a complete trip
  • examples of individual complete trip experiences
  • influences beyond transit and accessibility
  • opportunities to advocate for service and access improvements
  • resources for mobility managers

The brief also augments the Complete Trip training curriculum under development by NCMM.

Defining the Complete Trip

Defined in a problem statement submitted to TCRP by APTA, the complete tripconcept “synthesizes aspects of a person’s trip from the time he or she walks out the door when starting a journey to the doorstep of their final destination.”[1]Each complete trip is the sum of its parts, yet each one is different. Every complete trip consists of:

  • multiple travel modes
  • multiple physical assets that support those modes
  • multiple agencies supporting modes and infrastructure
  • multiple policies and processes governing agencies and modes[2]

Although each is different, every complete trip takes into account first and last mile access to transit, end location and any stops made along the way. The trip may include multi-modal options, sometimes offered by multiple agencies, linked together to help the customer reach his desired destination.

Behind the strategies used to assess what is needed to achieve the complete trip is a thorough understanding of the customer experience throughout the process. Journey mapping and knowledge about customer perceptions of available transportation options enhance mobility managers’ ability to insure the success of a complete trip experience.

A journey map documents each step of an individual trip, beginning when the customer leaves home and ending with a final destination. Each journey map represents the different touch-points that characterize the trip by depicting how the customer accesses each travel mode used along the way, any obstacles encountered, and necessary stops or diversions that impact the journey. Mapping each customer’s journey allows mobility managers to experience the trip through the eyes of that customer and to provide the best solution to help the customer reach an end destination.

In Marin County CA, a group of stakeholders including representatives from the county transit district, planning agencies and the workforce board, used journey mapping to gain a better understanding of the commute needs of late night workers. As a result, major transit changes including extended late night service were implemented. To learn more about customer journey mapping, visit NCMM’s Understand and Advocate page and the Design Thinking for Mobility website.

The following examples demonstrate how each complete trip differs and include issues to consider, and partners with whom mobility managers can network to insure each customer has a safe, comfortable and convenient journey to his end destination. The scenarios are representative of typical NCMM customers, many of whom encounter challenges when traveling to work, health care and other destinations.

Complete Trip Scenarios

Commuting from Home to Work via Public Transit

Elaine is a city dweller with ample access to both bus and rail. She lives on a bus line that makes frequent trips during rush hour from her home to within two blocks of her office. Prior to leaving home, Elaine checks the “next bus” app on her phone to track arrival time. The app helps her avoid having to wait outside, where there is no bus shelter, during extreme weather conditions. It also updates her on route changes that necessitate walking to the closest subway stop, located half a mile from home. Although the bus stop is located within 100 feet from her home, Elaine must still allow time to navigate the sidewalk during inclement weather and assess whether or not she can easily alight the bus when it arrives. This is a particular issue for her during the winter months when snow and ice accumulate on the sidewalk and curbs. She must also be aware of similar conditions when exiting the bus, and sometimes opts to exit at a stop further from her office because exiting there is somewhat easier. Another issue for Elaine to consider is when and how to add money to her fare card. She can do this on the bus, at the subway station, or at a local store.

Mobility managers can help to insure that her trip is a safe one by reaching out to municipal Department of Public Works during inclement weather to report areas where snow or ice should be cleared or where improved street lighting can enhance safer navigation of slippery areas.

Older adult traveling to medical appointment

Like many older adults today, Jonathan hopes to remain in his home as long as he is able. He no longer drives and is dependent on paratransit, his wife or friends to take him to ongoing medical appointments to monitor several chronic health conditions. He uses a cane, and is eligible to ride paratransit service in his community, but some of his doctors are located outside of its service area. To take paratransit, he must plan his trip well in advance. Jonathan must

  • Plan to call in his reservation during scheduled service hours because he does not own a computer and cannot schedule trips online. Reservations must be made at least a day in advance.
  • Inform the reservation agent if someone will accompany him on the trip.
  • Provide as much information as possible to assist the driver in locating his pick-up and drop-off locations.
  • Dress appropriately to accommodate waiting at pick-up site for at least 30 minutes in advance of the scheduled pick-up time.
  • Bring a cell phone so the provider can notify him of any delays.
  • Schedule his return trip and inform the reservations agent if there is a specific time by which he needs to arrive at the appointment.
  • Bring the phone number needed to contact his paratransit provider if his appointment is running late and/or he needs to reschedule his ride.
  • Bring his ID and carry exact change to pay for the trip.

When traveling to appointments that paratransit cannot accommodate, Jonathan must verify that it is at a time convenient for his wife or a friend to drive him there. His situation is indicative of those faced by many older adults.

As individuals age, their travel needs change significantly. (include CT graphic on # of older adults). Many older adults no longer drive and are dependent on family, friends and public transportation to access medical care and other quality of life destinations. Nearly 2/3 of older Americans have chronic conditions that require ongoing treatment, and many need assistance in identifying reliable and affordable non-emergency medical transportation (NEMT) to access doctors or facilities. Thus, mobility managers will play an increasingly important role insuring that older adults and others have access to post-hospital medical appointments and to preventative health care, both of which can reduce emergency room visits and medical costs, and save lives.[3]

Mobility managers can assist customers like Jonathan by referring them to a social worker or to a local senior agency to assist in completing the application for paratransit eligibility. When paratransit is not available and relatives or friends cannot drive them, mobility managers can assist customers by contacting local aging service organizations for seniors or the disabled to help arrange a ride. This may include the Area Agency on Aging who can refer customers to other organizations within the community that provide volunteer or other transportation services.

Individual with mild cognitive disability traveling to work

Dustin is an adult male with a mild cognitive disability who is able to travel to work using public transit. He needs reassurance to safely travel on the bus and to successfully transfer to a second bus before reaching his job. Dustin’s case worker referred him to travel training so that he was comfortable traveling independently to and from work his job. Prior to his daily commute, Dustin:

  • Scheduled one-on-one travel training provided by his local transit agency.
  • Met the travel trainer who provided a current bus schedule and helped him identify when the bus would arrive and to coordinate transfer times.
  • Accompanied him on a practice trip to and from work.
  • Encouraged him to inform each driver of his destination and ask for the stop to be announced.
  • Identified landmarks to watch for near his stops.
  • Helped him obtain a transit pass.

Now that he is comfortable riding the bus, Dustin plans his trip by:

  • Making sure he has his cell phone so he can call his employer if the bus is late or he misses his transfer.
  • Carrying information with the route and number of each bus he takes to work.
  • Walking three blocks to the nearest stop.
  • Arriving at the bus stop five minutes prior to the bus’ scheduled arrival time.
  • Asking the driver to announce the stop at which he need to exit the bus.
  • Sitting near the driver, at the front of the bus.
  • Watching for landmarks near his transfer point.
  • Debarking the bus and walking one block to the stop to wait for his second bus.
  • Catching the second bus.
  • Sitting near and asking the driver to announce his stop.
  • Exiting the bus.
  • Crossing the street and entering his place of employment.

Only 11 percent of individuals with cognitive disabilities work full time and one-third, the highest number among individuals with disabilities, live at or below the poverty line.[4] As mentioned in 2011 Congressional Hearing, transportation is an ongoing barrier for many individuals with cognitive disabilities. [5] Included among this population are veterans with traumatic brain injuries who are transitioning back into civilian life. Mobility managers can actively increase access to work for their customers with cognitive disabilities.They can reach out to local transit providers to identify travel training options for customers. In addition to working with Veteran Transportation and Community Living Initiative (VTCLI) grantees in their communities, mobility managers can partner with rehabilitation counselors and job development specialist affiliated with the state vocational rehabilitation agencyto coordinate the needs of individual customers. Mobility managers can also partner with state Developmental Services Departments to coordinate additional supports for eligible customers.

Traveling to work via Bike and Subway

Like many young adults, Luke opted to forgo owning a car and live in the city. Unless the weather is bad, Luke’s daily commute begins when he grabs his bike helmet, bicycle lock, and fare card, hops on his bike and rides itabout eight blocks to the nearest subway station. His city recently expanded its number of bike lanes, so Luke can travel without having to cut in and out of car traffic. Once he arrives at the subway station, he parks and locks his bike, enters the station and waits on the platform for the next train. After riding five stops, he exits the train, leaving the station and crossing the street to the office building where he works. On bad weather days, Luke walks two blocks to the nearest bus stop, where he can catch one of two different routes that will deposit him at a subway station one stop further out from the one he bikes to. Luke registered his fare card online. He can use it on either the bus or train, and is able to add value online, using a credit card, or on the bus or the subway station, using cash.

An article published in USA Today in May, 2014 notes that over the last decade, the number of people who bike to work has increased by 60 percent. Although bicyclists account for less than 1% of all commuters, the number of individuals commuting to work via bike has more than doubled in many large cities. The advent of bikeshare programs and related infrastructure improvements such as dedicated bike lanes and pedestrian friendly streets has positively impacted this commuting choice.

Although the number of individuals who opt to incorporate biking into their daily commutes is still minimal, infrastructure that supports bicycling expands transportation options for many by providing first/last mile access for customers who do not live within walking distance of public transportation and do own or choose not to drive cars. In addition, the League of American Bicyclists notes in a 2009 publication that improved bicycling infrastructure positively impacts local economic development by generating tourism and supporting local business.

Young adults are setting trends that other age groups are following.

  • Greater numbers of Americans of all ages are choosing to commute via transit, biking or walking or opting to telecommute instead of driving.[6]
  • The trend toward increased use of ridesharing and multi-modal trips is further influenced by a renewed interest in city living, where housing is located in already developed downtown areas adjacent or close to transit, providing easy access to multiple city amenities. (CT chart < # of drivers)

The embracement of technology by young adults has dramatically changed the ways in which all users of transit, and other alternative travel modes obtain up-to-the minute information about travel options. Changes in technology are influencing how customers obtain information, plan and complete their journeys. For example, apps significantly reduce wait and commute time by allowing customers to access on-time arrival information. Technology advancements now enable customers to identify

safe walking routes, access to bikeshare stations and taxis-on-demand. (CT chart changes in smart phone ownership). Using apps provides older adults, individuals with disabilities and low-wage workers with increased access to multiple transportation modes. (CT chart transit system apps)

One-call/one-click transportation centers increase coordination between systems, facilitating seamless access through coordinated systems that are easily available to customers. Services can be as basic as providing information and referral or as complex as making eligibility determinations, referring customers to other supportive services, or providing dispatching, and real-time vehicle location information.[7]

Mobility managers can encourage biking as an alternative commute option by partnering with local transit agencies to promote the availability of bike storage opportunities nearby transit hubs. Mobility managers can reach out to local employers and educate them about the Qualified Bicycle Benefit they can offer employees for reasonable expenses incurred for the purchase, maintenance, and storage of a bicycle used to commute to work. Through partnerships with community bikeshare programs, mobility managers can educate customers about the benefits of membership. In the long term, mobility managers can also lend their voices in support of improved/expanded bike lanes within the communities they serve. Mobility managers may consider bikesharing as an option for customers needing to access to destinations other than employment.

Daily carpool to work

Suburban neighbors Josh and Mike carpool to jobs in the city. Their work schedules were somewhat different, but because Josh’s employer allows flextime, they were able to work out a schedule that suits them both. Since his employer provides designated parking for carpools and vanpools, Josh is the driver. Because Josh drives every day and does not have to pay for parking, Mike pays for gas. They meet every morning at 7 a.m. unless Josh has emailed with information about traffic delays that may impact their drive. Unless Josh emails, asking him to leave earlier, Mike leaves his house at 6:55 and meets Josh, who is behind the wheel and ready to go. They make the 20 miles drive into the city using HOV lanes, reducing the time it would take to commute if either were driving alone. Josh drops Mike off at his office and continues on to his workplace, where he parks in his designated spot and takes the elevator to his office on the 10th floor.