HomeMy WebLinkAboutE-6 Staff Report - Section 5310 Software Procurement - Transit Dispatch SoftwareCONSENT ITEM
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TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL
VIA: SERGIO GONZALEZ, CITY MANAGER
FROM: DANIEL BOBADILLA, P.E., DIRECTOR OF PUBLIC WORKS/CITY ENGINEER
DATE: MARCH 18, 2019
SUBJECT: AWARD OF CONTRACT TO PURCHASE TRANSIT DISPATCH SOFTWARE
BACKGROUND:
The Department of Public Works operates a transit program that consists of a Dial-A-Ride service and
shuttle service to and from the Metro Gold Line stations in the City of Azusa. Dispatch is currently
handled through the use of manual scheduling and two-way radios. As part of the award of funds from
the Federal Transit Administration (FTA) through the Section 5310 Program, funding for dispatch
software was requested and awarded. Of the total grant of $317,917 and a $35,324 local match
requirement, $51,517 in grant funding and $5,724 in local match funding are designated for the purchase
of such software. The software cost will exceed the original cost estimate of $57,241 by $7,920 for a
total cost of $65,161. City Cou ncil approved the Funding Agreement with the Los Angeles County
Metropolitan Transportation Authority (LACMTA) on July 16, 2018 and the purchase of the buses on
December 3, 2018. Staff is now requesting approval to purchase the dispatch software.
RECOMMENDATION:
Staff recommends the City Council take the following actions:
1)Determine Routematch Software, Inc. to be a sole source vendor based on their specific software
module, middleware, services and expertise; and
2) Approve a contract with Routematch Software, Inc. to purchase dispatch software and all
relevant equipment for the operation of the Transit Division; and
3)Authorize the City Manager to execute the contract, in a form acceptable to the City Attorney, on
behalf of the City; and
4)Authorize the appropriation of $7,920 of Prop A Funds as local match required by the FTA grant
and costs which exceed the initial estimate.
APPROVED
CITY COUNCIL
3/18/2019
Section 5310 Transit Dispatch Software Purchase
March 18, 2019
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ANALYSIS:
The Department of Public Works operates Azusa Dial-A-Ride, a sub-regional paratransit transportation
service for seniors over 55 years of age and persons of any age with disabilities. Elderly and disabled
residents in the City of Azusa and the unincorporated Los Angeles County within the City can utilize the
service for travel.
Currently, the City provides an average of 140 trips per day to City residents. All appointments are
made via telephone, manually entered and driver assignments are done over two-way radios. The
current system is antiquated and does not allow Transit Staff to achieve the highest level of scheduling
and dispatch efficiencies.
LACMTA makes the FTA Section 5310 Program grant available to local transit agencies and nonprofits
that provide service to the senior and disabled population. Therefore, Staff applied for and was awarded
one of these grants in the amount of $317,917. City Council approved the acceptance of this grant on
July 16, 2018.
Based on experience, a needs analysis, and budget, it was determined that the demand response
technology solution should be a web-based application and include tools for rider management, trip
reservation administration, schedule and routing optimization, reporting (meeting both Agency and
CalTrans requirements), and in-vehicle mobile data computers for real-time dispatching and automated
vehicle location. The turn-key solution would also require professional services for training and
implementation, as well as ongoing support and maintenance services.
Long-term project goals were also considered, including the use of technology to improve the rider
experience by offering new and innovative service models. Although still under evaluation, these
service models include first-mile and last-mile solutions to the Gold Line, point-to-point and point-to-
hub on-demand services, flexible microtransit concepts, and traditional flexed-route and fixed route
services.
Staff researched all potential vendors, conducted on-site tours of active systems, and received product
demonstrations. Vendors were evaluated based on merits of their ability to meet immediate and future
technology requirements, deployment process, customer support, ongoing product maintenance, and
applicable client references. After this process, Staff determined Routematch as the best software option.
Routematch’s technology platform goes above and beyond traditional paratransit and demand response
management, providing technology options for first-mile/last-mile solutions, on-demand services, multi-
modal journey options, and electronic single-point payment features. Additional features, provided only
through Routematch’s platform, include dynamic scheduling, predictive demand algorithms, micro-
targeted service creating and a real-time analytic platform. These value-added technologies are core to
Routematch’s proposed platform and are built for the general public and ADA community alike.
For these reasons, Azusa Transit believes that a sole source procurement is necessary. Transit Staff is
justifiably unable to obtain a product similar to Routematch, or similar support and maintenance related,
which provide the same efficiencies and benefits from any other vendor. LACMTA, as the pass through
agency for the grant, has approved the purchase of the software through Routematch Software, Inc.
Section 5310 Transit Dispatch Software Purchase
March 18, 2019
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FISCAL IMPACT:
The total cost for the software and equipment is $65,161. Of this amount, $51,517 is included in the
FY1819 FTA Section 5310 revised budget under 28-80-521-130-7140 (66019B-7140) and $5,724 under
the Prop A revised budget under 15-80-521-130-7140 (66019D-7140). Upon Council approval of the
purchase, Staff will prepare a budget amendment to increase the Prop A budget by $7,920 under 15-80-
521-130-7140 (66019D-7140).
Prepared by: Reviewed by:
Nikki Rosales Daniel Bobadilla, P.E.
Senior Management Analyst Director of Public Works/City Engineer
Reviewed and Approved:
Sergio Gonzalez
City Manager
Attachments:
1) Routematch Proposal
routematch.com
Proposal for:
Azusa Transit
Transit Management System
Submitted by:
Routematch Software, Inc.
1230 Peachtree Street NE, Suite 2800
Atlanta, GA 30309
Teague Kirkpatrick
303.997.1507
Teague.Kirkpatrick@routematch.com
routematch.com
Submitted on:
31-Jan-2019
Attachment 1
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Table of Contents
1 Executive Summary ........................................................................................ 1-3
2 Experience & Technical Competence ............................................................... 2-6
3 Proposed Technology ..................................................................................... 3-8
3.1 Pa ratransit Planning Tools ...................................................................................... 3-8
3.1.1 Customer Module ............................................................................................................... 3-8
3.1.2 Driver Management ............................................................................................................ 3-8
3.1.3 Vehicle Maintenance and Management ............................................................................. 3-9
3.1.4 Service Management .......................................................................................................... 3-9
3.1.5 Funding Source Management ............................................................................................ 3-9
3.2 Daily Operations ................................................................................................. 3-10
3.2.1 Trips/Reservations ........................................................................................................... 3-10
3.2.2 Scheduling & Route Optimization .................................................................................... 3-10
3.2.3 Real Time Dispatch Module .............................................................................................. 3-12
3.3 Mobile Data System ............................................................................................ 3-13
3.4 Amble – Mobile App for Paratransit .................................................................... 3-14
3.5 IVR Notification Module ...................................................................................... 3-15
3.6 Reports & Analysis .............................................................................................. 3-17
3.7 Mobility (Mobility On-Demand Platform) ........................................................... 3-19
4 Implementation Plan .................................................................................... 4-21
.............................................................................. 4-24
6 Pricing .......................................................................................................... 6-27
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Routematch Software, Inc. is pleased to submit the enclosed proposal documents to Azusa Transit
for a Transit Management System.
Routematch is a U.S.-based provider of Intelligent Transportation Systems, delivering Transit
Operations Technologies and Rider Engagement Solutions, ranging from CAD/AVL and Demand-
Response software applications to Fare Collection and Mobility Management products, along with
integrated peripheral hardware and mobile applications to complement the technology.
Routematch is dedicated to the success of our clients and has been established around a
philosophy of building state-of-the-art technology and professional services, while providing
unparalleled customer support and maintenance. We conduct business as a partnership with our
clients, working in tandem with them to provide the best solutions possible. We will always back our
products with the best service and support in the industry.
Routematch is the industry leader in creating paradigm shifting transit technology. Our entire
organization is dedicated to maximizing value to our customers through the investment they make
with us. Our philosophy has always been to build long term mutually beneficial partnerships with our
clients through the thoughtful delivery of state of the art solutions that improve their capability to
deliver the best possible rider experience safely in the most efficient way. After 550 successful
Intelligent Transportation System deployments across North America, the results of increasing
ridership while providing actual return on investment metrics have been staggering. This project will
change how Azusa Transit delivers this important service to the public and Routematch will be there
every step of the way. It’s not just about a transportation management system – it’s also about
showcasing a service that will help define Azusa Transit’s image in the eyes of many people both
internally and externally. It’s not just about a transportation management system – it’s also about
expanding the relationship with a trusted partner that is over 18 years strong. And beyond that, it’s
about deploying a system that will grow with Azusa Transit’s future.
In order to maximize the results and benefits to Azusa Transit, Routematch is proposing a fully
integrated paratransit, demand response and mobility on-demand solution. All of the proposed
applications and modules are owned and maintained by Routematch. This solution further provides
Azusa Transit a platform for scalability in future operations management. It also provides the
passengers a single platform for all rider communication, using live and immediately-updated trip
information and data from the core back-end system.
Technology
Routematch is proposing Routematch 6.0™, our web-based transportation management platform
that enables transit operators to easily access and share route, schedule, trip, driver, vehicle, rider,
and other mission critical data, thereby opening doors for greater coordination between all modes
of transportation services. With everything developed on a single source code and presented via a
single User Interface, transit systems gain efficient management of transit resources and greater
cost savings. A host of technologies are built upon the platform, with the following included in this
proposal:
Cloud Services – Secure and Routematch-maintained Cloud Environment
RM Demand – Paratransit & Demand Response Management Platform
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o Includes Rider & Service Management, Trip Reservation and Schedule Optimization
Tools and Real-time Dispatching
IVR Notifications – IVR Night-before Reminders & Pre-Arrival Alerts
Amble – Rider-facing Smartphone App and Web Portal for trip reservations, confirmation and
cancelation
RM Mobile – Ruggedized In-vehicle Mobile Data Terminal (MDT) for Dynamic Manifests,
Messaging, Data Collection and Vehicle Tracking
Mobility – Mobility On-Demand Platform
o Innovative "On-Demand" platform, allowing Azusa Transit to create micro-targeted
services to compliment traditional paratransit services, including feeder services,
point-to -hub services and first-mile/last/mile solutions
Implementation:
Routematch has institutionalized a standard, proven implementation methodology that capitalizes
on our collective experience with Go-Lives across the US. This internally-developed methodology,
RIM (Routematch Implementation Methodology), has evolved through the hundreds of installations
that we have completed. RIM takes into account the proper staffing to meet Azusa Transit’s
timelines, and the proper procedures and documentation to ensure a successful implementation of
our systems. RIM fundamentals include teamwork, structured client involvement, and discrete,
linear stages with concrete deliverables. Each stage has clearly-defined goals, as well as designated
roles and responsibilities for both Azusa Transit’s and Routematch’s project teams.
Support & Maintenance Program:
Routematch has included our Support & Maintenance Program in our proposal. Routematch is the
single point of contact for all ITS software and third party equipment and includes all software
updates and upgrades for the duration of the program, as well as hardware warranty. Routematch’s
Customer Support Organization will be Azusa Transit’s single point of contact throughout the
deployment and ongoing Support & Maintenance Program. Routematch provides 24x7 telephone,
web and email support, fully capable of solving all software or hardware-related problems.
Future of Transit
Note that Routematch has included Mobility, an On-Demand platform, as part of our proposed
technology. Routematch understands that this is not a required component requested by Azusa
Transit, but nonetheless, feels that it is essential to any modern transportation ecosystem. Fixed-
route, paratransit, NEMT, and HST are somewhat rigid provider terms born out of a service-oriented
perspective of transit. “Mobility” represents a less compartmentalized, rider-centric concept
foundational to individual freedom and dignity. Mobility is spontaneity of life. It is at the heart of
inclusion, contribution, and opportunity within disparate communities.
The rider-facing component of the Mobility solution is a mobile application or customer web
portal that provides an Uber-like, MOD experience for riders—capable of aggregating all
personalized mobility options and fixed route services for an individual rider that are
sponsored, supported, subsidized, or otherwise facilitated by the transit agency.
The underpinning of the Mobility solution is the back-office ability for agencies to create and
connect multimodal touchpoints by mobility type to traditional services such as Fixed Route
and Demand Response systems along with other first mile, last mile mobility on demand
(MOD) services such as transportation network companies (TNCs), taxi providers, volunteer
programs, car shares, etc. This opens the door for numerous service innovations and third -
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party partnerships by agencies that are more reflective of the growing reality that mobility is
a collaborative business in both urbanized and rural areas.
To highlight Routematch’s commitment to Mobility On-Demand, and its conceptual need
within the transit community, Routematch has included this platform at no additional cost
to Azusa Transit. It can be implemented as part of the initial transit management system
project or deployed at a later time. Either way, Azusa Transit can be confident that
Routematch’s partnership can provide a path to create truly engaging and spontaneous
transportation options.
We are truly excited about the chance to partner with you on this important and strategic project and
look forward to further discussing and presenting our solution to your project team. The principal
Routematch contact for this proposal is Teague Kirkpatrick. Please contact me directly with any
questions, concerns or next steps regarding our proposal.
Regards,
Teague Kirkpatrick
Teague Kirkpatrick, Director of Sales - Routematch
303.997.1507 - teague.kirkpatrick@routematch.com
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Our story began in 1999 and continues to this day – alongside the stories of over 550 transit partners
across North America and Australia. Headquartered in Atlanta, we also have offices in Denver,
Toronto, Dublin and Sydney. With a staff of over one hundred and fifty employees, Routematch is one
of the largest providers of transit technology globally and the single fastest-growing U.S.-based
providers of Intelligent Transportation Systems. All software coding and hosting resides in the United
States, and all talent is hired in the United States. Routematch clearly understands the importance
of experience, proper communication, and execution. This experience becomes even more
important when integrating different types of technologies.
Everywhere we live and work, our passion remains the same: improve the lives of transit riders
everywhere, through innovative technology, tireless customer service, and an unbound sense of
responsibility to the people who rely on transit to provide them mobility without limits. That
particularly drives us to understand the unique challenges transit agencies encounter in providing
true mobility, and how to ensure everyone is served, with an eye toward an individual ’s abilities
instead of their disabilities. We keep that vision in mind with our suite of Transit Operations and Rider
Engagement Solutions ranging from CAD/AVL and Demand-Response software applications to Fare
Collection and Mobility Management products, along with integrated peripheral hardware and mobile
applications to complement the technology.
Routematch has been providing paratransit real-time scheduling and dispatching systems since the
beginning. In fact, Routematch was the first software company in the public transit arena to utilize
street network GIS information combined with network solving algorithms to solve scheduling and
dispatching problems. We have continued to enhance our paratransit scheduling technology over
our 18+ years to include the use of historical data, real-time traffic information, on-demand
scheduling algorithms, continuous optimization algorithms, and profile based scheduling
parameters. In 2008, Routematch began deploying fixed route technologies, tightly integrated with
in-vehicle hardware peripherals (AVA’s, APC’s, etc.). In 2010, Routematch began deploying public-
facing real-time Traveler Information Systems (smartphone apps, SMS texts, web portals, IVR,
etc.). In 2014, Routematch began deploying transit asset management technologies, and in 2016,
Routematch has begun deploying Automated Fare Collection technologies. Most recently, in 2018,
Routematch began deploying "Mobility On-Demand" solutions, allowing agencies to build on-
demand services to complement traditional paratransit and fixed route services.
Throughout our history, each core technology suite has continued to receive significant investment
in innovation as well as dedicated development resources aimed at performance and usability
enhancements. All technologies are developed and coded with an open-architecture approach, and
designed to facilitate and drive coordination, collaboration and community transformation. Our
expertise in the industry provide the end to end solutions necessary to meet the ever-changing
technology demands.
With everything we do, we strive to achieve a collaborative culture that focuses on fulfilling our vision
and carrying out our mission of developing the best technology to have the highest positive impact
on communities around the world. We never fail to be inspired and filled with hope for tomorrow
every time we visit a transit agency and talk to the people there, hearing their own stories of why they
do the work they do, their reasons for wanting to serve their community. From small towns miles from
the nearest interstate to bustling cities beneath a glistening skyline, a passion for people and the
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dignity of a level playing field for us all is the common factor. We share that passion because we live it
every day. We’re not just building software; we’re building a bridge to a world where transit is more
than a word – it’s a mission. We believe the right technology and the people behind that approach
can bridge whatever gaps may exist toward that goal and help us bring boundless mobility to every
community.
Routematch strongly believes our industry experience, proposed solution, and partnership
approach make Routematch the best solution for Azusa Transit. This statement is driven by our
commitments throughout this response and further by the points below:
Experience: With over 550 transit management deployments Routematch has deployed
more paratransit and demand response management systems than any other vendor in the
industry. We have over 18 years of experience in the Intelligent Transportation System (ITS)
arena and are focused on developing ITS technologies for the public transit industry.
Project Approach: Routematch’s approach to strategic projects such as this follow a proven
implementation methodology, but ultimately start with a clear understanding of the
deliverables and goals of the project. The overall approach also covers multiple facets
including:
o Partnership Approach – Routematch has been built through partnership with our
clients. Our growth is 100% reliant on their success.
o Open Systems – Routematch is an open, non-proprietary solution that allows us to
“talk” to other systems easily and develop integration modules that are supportable.
o Single Vendor – Routematch develops and maintains all proposed technologies, and
is the single point of contact throughout implementation and ongoing support
Support & Maintenance Program: Providing a live 24/7, U.S.-based Support Staff, and
includes all product upgrades and updates to protect your investment and ensure Azusa
Transit is using cutting-edge technologies.
Innovation: Routematch is bringing to the table an innovative approach to several areas of
this project. Routematch is able to provide a unique enterprise solution that can manage all
the Azusa Transit future operations. Fixed Route and Paratransit operations, while separate,
can still work closely together. This can provide the foundation for a true centralized model
multi modal approach. Routematch is the only vendor who can provide this potential
advantageous approach.
Routematch has worked very closely with each of our customers to clearly identify the needs and the
best approach for implementing a solution to meet both their operating and strategic business
requirements. Our customers range from small non-profits with 3 vehicles, to for-profit companies,
to large urban conventional transit and custom transit operations with hundreds of vehicles, to
regional coordination, one call / one click, and health and human service systems.
In addition, as Routematch and our customers work together, our solution is continually
improving. We are constantly offering new features and entirely new products that enhance the
usability and value to transportation operations. We have no plans to stop our innovation and
continue to believe that this will lead to ongoing and accelerated growth. With over 550 clients and a
98.6% customer retention rate, Routematch creates a long-lasting partnership with their clients.
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3.1 Paratransit Planning Tools
3.1.1 Customer Module
The Customer Management Module is dedicated to tracking and maintaining all pertinent data
for each rider. The Customer Management Module easily manages all of your customers’
transportation, demographic, eligibility, ADA, and related information. Easily search and find all
customers within the database to quickly access data. It also allows you to easily access this data
via standard and ad hoc reporting tools to build enterprise customer reporting tools. User-
defined custom field forms allow organization to customize data management needs unique to
your needs.
Customer Profile and Preferences
Address Management and Map
Location
Mobility Requirements, Assistance
Needs, and Guest / Attendant
Requirements
Define Common Trips and Addresses
for easy reservations
Geocoded Address Information
Funding and Program Eligibility
ADA Certification (with Certification
Module)
Customer Suspensions
Medical and Disability Information
Special Needs and Assistance
User-defined Custom Fields for specific
customization to your data
management requirements
Detailed Audit Logs of all data
modifications by user
3.1.2 Driver Management
Routematch provides users with the ability to manage drivers’ schedules and availability within
the “Driver Management” module. This module manages relevant information associated with
each driver or volunteer driver, including general driver information, work schedule, emergency
contact, license information, and other relevant data. Routematch also provides the ability to
add additional driver information using our “Custom Field” capabilities. This allows agencies to
capture variable information specific to its objectives, such as testing data, certifications, or
training needs.
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General driver information including
address, phone, social, internal ID,
license information, hire date, and
termination date
Driver capabilities and properties
including user-defined properties
associated with equipment training,
drug and alcohol requirements, and
other important data needed to
properly manage your drivers
Holiday availability
Multiple labor shifts
Driver/vehicle assignment
Driver consideration and assignment
recommendations
Driver ranking and priorities based on
user defined work rules and constraints
3.1.3 Vehicle Maintenance and Management
Routematch Software incorporates a Vehicle Management component to manage each vehicle
fleet or pool. The Routematch Vehicle Management component manages general vehicle
information, as well as more advanced information necessary to perform automated scheduling
and routing functions such as capacity, flip seat configuration, availability, and first in last out
(FILO) requirements.
General vehicle information including
physical and cost information
Route Color Preferences
Vehicle capacity information.
Vehicle availability information
Vehicle operation and pullout costs
Garage pullout and pull-in locations
Vehicle Properties
Vehicle custom fields
Mobile Data Computer / AVL
Assignment
3.1.4 Service Management
The Services Module provides users with the capability of managing multiple programs and
services operated by an agency. Vehicle pools or fleets can be assigned to a service to manage
transportation services as individual systems, or can be integrated for improved coordination.
Business rules and scheduling constraints can be applied to services to ensure the system
adheres to customer service and contract requirements. This flexibility allows Routematch to
support a multiple service delivery organization and integrate services more efficiently.
Identify a set of rules for each service
that an agency provides.
Define vehicle pools that serve a
particular service.
Identify maximum trip times.
Define pick-up and drop-off windows.
Run service-specific performance
reports.
3.1.5 Funding Source Management
The Funding Source Module allows agencies to manage the details of how trips are funded. Each
funding source can have multiple “billing rules”, rules that define the contract rates for
transportation. These billing rules may be different based on the requirements of the funding
source (i.e., Medicaid Wheelchairs = $14 per trip, Medicaid Ambulatory = $10 per trip). Each
customer for each trip has a billing target that will pay for the transportation (i.e., Farebox,
Medicaid, etc.)
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Manage all funding sources, contracts,
and programs that require an eligibility
process.
Maintain contract begin and end dates
Maintain contract business rules, such
as bill attendant, bill guests, and bill
no-shows.
Integrate seamlessly into the
Routematch Billing Engine to
determine accurately calculate trip
costs.
Manage primary contact information for
program and contract.
Manage mailing address for invoice
delivery.
Manage data associated with the
contracts eligibility requirements.
3.2 Daily Operations
3.2.1 Trips/Reservations
Routematch Software streamlines the transportation reservation process quickly and easily
through the Trips Module. Users can quickly search for customers and reservations. Customers’
trips can then be viewed in the “Trips” window. At this point, any trip can be modified or deleted.
Buttons on this form, such as “New Trip” and “Reverse Trip,” speed up the data entry function of
the reservation. Once vital trip information is collected, reservationists can schedule the trip
online using computer-assisted technology. Integrate the Routematch Self Service Phone and
Web Modules to allow customers to access reservations themselves to confirm, cancel, or create
reservations over the phone or website.
Streamlined Reservation System
quickly collect accurate reservation
information for enhanced scheduling
and reporting purposes
Multi-faceted origination/destination
selection capabilities with automated
trip distance and payment calculation
Address type (e.g. hospital, employer,
dentist, clinic, home, etc.)
Quickly select trip history or common
destinations for easy reservations
Alert engine to notify reservationists of
invalid, conditional eligibilities or trip
restrictions with supervisory override
Pickup and/or Drop-off times and
acceptable windows
Default Customer data, including
Mobility Type and Load/Unload times
Trip Demographic Information
Detailed Trip Audit of all events,
actions, and modifications to trips
Computer Assisted Scheduling Tools
for real time and online scheduling
GIS Trip Map Viewer
Customer Fare Calculations
3.2.2 Scheduling & Route Optimization
The Scheduling Module provides the foundation for route and schedule planning. Schedulers
utilize this module to organize both routes and schedules for future dates by leveraging both the
Routematch Scheduling Engine (RSE™). The Scheduling Module also provides what-if planning
tools to analyze the results and statistics associated with the planned schedule.
Routematch 6.0 incorporates a schedule and route optimization engine, Routematch Scheduling
Engine™ (RSE™), to automatically generate the most efficient, realistic schedules and routes. This
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allows our users to enhance their internal routing and scheduling processes. RSE™ was built
exclusively for the demand response transit industry by Routematch personnel. We exclusively own
the technology and continue to build enhancements to the technology.
The scheduling and routing technology is built using RSE™ on advanced technologies to automate,
assist, and optimize our client’s trip request business processes to produce unparalleled results.
RSE™ is a GIS-based scheduling and routing algorithm that provides the most accurate, efficient
solution for computer-automated scheduling, routing, and optimization.
Computer-Assisted Scheduling
Routematch Software incorporates the computer-assisted and online scheduling functions within
the Trips, Schedule, and Dispatch Modules using our advanced Routematch Scheduling Engine
solution. RSE™ can assist users with trip assignments while maintaining intelligent awareness of
certain limitations, such as vehicle capacity, allowable mobility types, and service restrictions. By
double clicking on an unscheduled trip, the dispatcher can activate a “Recommendations” form that
will assist the user in his decision-making and provide recommendations that are ordered from
most efficient to least. The dispatcher can then decide which vehicle to place the customer on,
based on knowledge of the service and human issues which are always involved in public
transportation.
Fully Automated Scheduling
Routematch utilizes advanced mathematics and GIS to create vehicle schedules, stop itineraries,
and vehicle routes. This combination of RSE™ and GIS produces “Business Optimization.” Business
optimization is the key to the success of our technology. We can drastically reduce operating costs
for a transit agency through more efficient schedules and routes. Schedules and vehicle routes are
created based on GIS, therefore, vehicle assignments and routes can actually be modeled much
more closely than any other traditional methods. Using GIS in our scheduling and routing
algorithms, maps, driving directions, and trip distances can actually be computed in the software
package.
RSE™ provides a robust, automated scheduling and routing solution for the automation and
optimization of your scheduling process. Unlike the traditional “triangulation” method, which plots
two points on a map and draws a straight line between them with a “fudge factor” to calculate travel
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times, Routematch’s advanced scheduling and routing algorithm uses real-world street conditions
(i.e. speed limits, congestion, one way streets, etc.) to calculate very accurate, efficient schedules
and routes using Geographic Information System (GIS) street data. The ultimate result of our RSE
automation and optimization tools are:
Minimized drive times and distances, typically resulting in a 15 - 20% reduction in vehicle
miles traveled per vehicle per day
Minimized operating costs
Minimized unproductive time
Maximized usage of vehicles while meeting schedules and time windows
Increased customer service and transit service area
3.2.3 Real Time Dispatch Module
Routematch Software’s dispatching module is specifically designed to allow dispatchers quick
access to schedule, trip, and customer information in order to improve daily operational
decision-making. The component is very flexible; dispatchers can create and design “Data
Views” that are specific to their dispatch needs. This allows each dispatcher to have a custom
screen that specifically meets the type and mode of dispatch they use.
Make last-minute changes to routes
and schedules
Manage no-shows, cancellations, and
trip status
Enter trip information such as
odometer readings, stop times, driver
comments, customer comments, etc.
Quickly access information about daily
operations
Use “Map View” for easy navigation and
spatial analysis
Create unlimited Dispatch Views to
create dispatch systems specifically for
your operations and services
Estimated Times of Arrivals are
predicted based on stop times and
route performance
Filter and format views to highlight key
dispatch issues
Seamlessly integrates into mobile
data systems for real-time automated
dispatching of paratransit, fixed-
route, and deviated fixed-route
modes
Easily manage and assign will calls using
Computer Assisted Scheduling
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3.3 Mobile Data System
The Routematch Mobile Data System supports multiple mobile data devices (MDD) and wireless
communication protocols, combining best-of-breed hardware and software components to meet
each agency’s unique requirements. Based on business requirements and budget, Routematch will
tailor your mobile data environment to specifically meet your unique challenges. Routematch is
proposing a ruggedized Android-based tablet computer as a driver interface device. This crisp and
flexible device models the workflow for drivers, providing a single sign on to multiple peripherals and
electronic manifest as well as other features like, turn-by-turn voice annunciated directions,
automated odometer / mileage collection, fare collection, passenger counting, ETA to next stop,
and a mailbox for electronic communication with dispatch. The device will be installed within
comfortable reach of the driver and will be securely mounted to the interior as to not obstruct the
driver or interfere with other on board equipment.
Onboard Operator Interface
The mobile device serves as point of interface for the driver and manages and streamlines the
driver experience and automates data communications between the driver and dispatch. Our
internally-developed Android-based software application resides on the MDD, and models the
workflow for drivers, providing a single sign on to multiple peripherals and electronic manifest as
well as other features like, turn-by-turn voice annunciated directions, automated odometer /
mileage collection, fare collection, passenger counting, ETA to next stop, and a mailbox for
electronic communication with dispatch.
Demand Response Key Features
Automatic Vehicle Location
Mobile Data Communications
Navigation – Google or Offline, Static Maps
Arrive/No Show/Depart
Two Way Messaging
Real-time manifest modifications – add, delete, change trips
Group Arrive
Fare Collection
Real-time Data Collection (i.e. Trip Status, Odometer Readings and Time Stamps)
Customizable Prompts
Vehicle in Motion Blocker for Increased Safety
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Mounting Infrastructure
Routematch Software is proposing Hint Peripherals for locking metal mounts on the tablet. Hint
Peripherals specialize in the design and manufacturing of high performance mounting systems and
electronic accessories for mobile equipment. Their products are designed using the best materials
required to operate in extreme mobile environments. With their 20 years of experience, the right
procedures are selected to produce heavy duty equipment that will stand the test of time. All
mounts will be keyed in the same pattern to provide enhanced security and ease of use.
3.4 Amble – Mobile App for Paratransit
Rider engagement is the future of all forms of passenger transportation and providing riders with
the individualized information they want through the media they prefer. The riders of today and
tomorrow are interested in accessing their trip information from anywhere. Amblicab can provide a
stronger connection with their riders through mobile applications. Imagine riders being able to
access vehicle location and ETA predictions from their smartphone? A Rider receiving the entire
trip itinerary in real time at a click of a button? The possibilities are endless and the future of
transportation is leveraging technology to further engage riders.
The Mobile App for Paratransit allows new and existing customers to
access a secure smartphone app for riders to book and manage their rides.
The app lets riders register, book, confirm, or cancel reservations via an
intuitive smartphone app interface, update their personal and account
preferences, reserve and request transportation, and receive trip
notifications.
Once the required fields have been completed, the customer can send the
order to the scheduling server. The system will return with a solution
found within the default negotiation window defined by department policy.
This creates instant, compliant feedback to inform the client if the trip
has been approved or denied that is consistent with the response that
would have been received over the phone from a CSR.
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Once trip requests are submitted via the smartphone, Schedulers are immediately notified of the
pending request and can approve, deny or modify trips to match business rules. The app is fully
integrated into the Routematch scheduling and dispatching technologies so bookings and
cancellations are automatically communicated and changes can be optimized and assigned to
schedules. Additionally, the rider will be able to see their current and future reserved trips, a history
of their rides and account, as well receive “where’s my ride” and estimated time of arrival
information. This will not only allow the system to
capture all the necessary rider information and
parameters in an automated fashion but will increase
customer satisfaction and on-time performance while
reducing “where’s my ride” calls and no shows.
Included with the Mobile App for Paratransit is a fully-
secure Online Web Portal, providing all the
functionality described above. This added benefit
allows riders without a smartphone to have the same
real-time opportunities to book, cancel and confirm
trips, as well as receiving real-time trip notifications.
3.5 IVR Notification Module
Routematch is proposing its Outbound Notification Module that provides automates the
dissemination of passenger and trip information without the need for additional computer
infrastructure, additional third party software, or integration into the physical phone system.
Specifically, the Notification Module automates day before, day of, and real time phone calls to
riders. Messages can be customized and may include information such as but not limited to:
providing the rider the ability to confirm / cancel, update real time arrival, excessive late trip
information, inclement weather, emergency evacuation preparations, and volunteer coordination.
Overall this module uses a flexible, customizable approach to manage proactive, agency initiated
messages to riders about trips or general service updates. The technology uses multiple methods
for communication which can be customized to each rider according to their communication
preferences: Phone, Email or SMS (Text), or Fax. In addition, Routematch stores multiple phone
numbers and email address so that, with prior authorization, notifications can be sent to interested
family members or care givers about a passenger’s trip.
Key Features
Message Lists: The Notification module allows agencies to develop custom client lists based
on customer and trip related factors and associate the lists with specific messages. The
result is a targeted message to a targeted group of riders.
Message Content: The Notification Module provides canned and User-Define message
creation capabilities.
Message Scheduling: The Notification Module allows for messages to be pre-scheduled,
start on a date / time, end on a date / time, recur daily, weekly, or monthly.
Message Monitoring: The Notification Module also provides a console to track the status of
message campaigns, determine which messages were delivered or not and run management
reports.
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Benefits
Improve customer service and customer satisfaction
Create a proactive transportation environment without additional staff
Reduce no shows therefore reducing operating cost
Maximize the service usage by reducing no shows
Improve on time performance by proactively providing estimated arrival time to clients
Automate general information updates to ridership (ex. emergency evacuation, inclement
weather, closings)
The Routematch Notification Module interacts with phone systems and email exchange servers to
provide your customers with trip confirmation notification and real time arrival notices. Transit
systems can configure the system to deliver automated call-backs to customers to remind them of
schedules, service issues, or reminders. If combined with your AVL system, consumers can access
the phone for real-time “where’s my ride” information. Routematch developed the Notification
Module for a flexible, targeted technology solution to initiate contact with riders.
The Routematch Notification Module uses a flexible, customizable approach to manage proactive,
agency initiated messages to riders about trips or general service updates. The technology uses
four (4) methods for communication which can be customized to each rider according to their
communication preferences: Phone, Email, SMS (Text), or Fax. In addition, RouteMatch stores
multiple phone numbers and email address so that, with prior authorization, notifications can be
sent to interested family members or care givers about a passenger’s trip.
Key Features
Notification Groups: The Notification module is used to create “Notification Groups” that
allow you to schedule and send your notifications based on the options you have set for
each recipient. When you set up a group, you have the ability to use a Criteria Editor to build
criteria that RouteMatch TS uses to choose which recipients the notification is sent to.
The message itself is template-based and uses a combination of entered text and tags that
populate the message from data from the RouteMatch database. After messages are
configured, use the Monitor Notification tab to view which messages have been sent and
which are scheduled to go out.
Notification Delivery Categories: These categories are configured in the Notification
Options of the Settings module and are the basis of how customers and addresses are
configured to receive messages. These categories are entered as free text and have no
further settings. All other configuration is done through the other parts of the notification
process. When creating the category, you should plan how the notifications are going to be
used and for what reason you are going to be contacting your clients. For example, you
could configure a category called ―Flood Gate‖ to send a message to all active clients and
addresses, or you could create a ―Trip Based‖ category to determine how customers would
need to be notified about their upcoming trips.
Configuring Recipients: It is important to remember that by default, no customers or
addresses are configured to receive notifications. Each customer or address that has
opted-in has to be configured before any notifications are sent to them. You can have
messages sent to individual customers if they handle their own transit requests or you can
have messages sent to addresses to notify doctor’s offices, group homes, or anyone else
who may handle transit request or pickup or dropoff destinations.
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Creating Messages: Use the Notification module to craft the message, the message
schedule, and the message criteria that identifies who the message should be sent to.
Messages can be sent ―on demand‖, according to a calendar, or on a recurring basis. They
can also be sent ―as needed‖ when the message pertains to a trip.
Scheduling Messages: There are two ways of thinking about recurring scheduled
messages. For customers and addresses, this is how often a single message is sent to that
entity. You should be careful to not send too many messages as this could frustrate the
customer and could cost them money in terms of data and message charges from their
mobile carrier. The message criteria is fairly loose for these message types, so they system
sends your message to everyone that matches the criteria you set up. In terms of recurring
trip messages, the system doesn‘t send the message each time the criteria are met.
Instead, the message is queued and sent only once for the criteria you configure. The
schedule you are setting up is how often RouteMatch TS checks to see if a message should
be sent about the trips.
Testing Notifications: The Notification module allows you to send a test message to a
single recipient to make sure what you are sending to your clients is what you expect to
send.
Monitoring Notifications: The Monitor Notifications tab lists all notification messages that
have been sent or are in the message queue during a given date range.
3.6 Reports & Analysis
Routematch Software integrates state-of-the-art reporting and data analysis tools in all of our
products. Routematch provides over fifty standard reports covering major operational and planning
areas Routematch utilizes flexible user-driven front ends to customize and configure each standard
report. The Routematch Ad Hoc Report Wizard is also included. This easy to use wizard provides a
step-by-step approach to building and editing any report. Due to the open nature of Routematch ’s
architecture and open database, all standard, customized, and ad hoc reports are exportable into
any ODBC-compliant program (i.e., MS Access, MS Excel). For the purposes of merging reports
with other data not captured in the Routematch system, our export functionality provides the
ultimate flexibility in owning, manipulating, and understanding data that the agency maintains. The
Settings Module allows system administrators to define reporting rules and calculations, as well as
assign user permissions to users within the organization. Major Reporting Areas include:
Manifests
Mobile Management
Operational
Productivity
Invoices
Notifications
User Defined
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Standard Reports are written and maintained by Routematch for all clients. Routematch is installed
with a number of standard reports that give you the ability to view the data the application gathers
during normal operation. The reports cannot be modified or customized, but many of the reports
can be tailored to suite your needs through the Selection Criteria tab user interface.
Standard Report Front-end Options: Routematch Standard Reports provide flexible and
configurable front-end options. These Selection Criteria allow reports to be tailored to
meet agency-specific requirements.
Importing & Exporting Reports: Due to Routematch’s open architecture nature,
providers are able to import reports using .rpt files, and export reports to numerous
common formats.
Ad-hoc Report Generator: Routematch Software incorporates a wizard-driven, ad hoc
report generator that makes building custom reports very simple. Users can simply
select the type of report, the information they would like to see, and how it should be
filtered, sorted, and titled. The report can then be saved as a public or private report for
future use. This feature allows users to build an unlimited number of reports with no
assistance or additional fees to Routematch. In addition, any custom fields that are
utilized to capture information not inherently captured in the solution are accessible for
reporting purposes through the ad hoc report generator.
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3.7 Mobility (Mobility On-Demand Platform)
The public transit landscape is rapidly changing on many fronts, requiring a shift in the way we
approach and view transportation. As the population continues to grow, so will the expectations
around transit. The focus of public transit is becoming more centered around engaging the rider,
rather than promoting the service, with an aim to provide real-time information, shared-use mobility
options, and payment flexibility. With higher expectations from today’s riders, transit providers must
embrace the future direction of transportation and adopt technologies that will help meet
expectations. To remain competitive, transit agencies are turning to mobile applications to ease trip
planning and enhance the experience for modern-day riders. The public transit landscape is rapidly
changing on many fronts, requiring a shift in the way we approach and view transportation. As the
population continues to grow, so will the expectations around transit. The focus of public transit is
becoming more centered around engaging the rider, rather than promoting the service, with an aim
to provide real-time information, shared-use mobility options, and payment flexibility. With higher
expectations from today’s riders, transit providers must embrace the future direction of
transportation and adopt technologies that will help meet expectations. To remain competitive,
transit agencies are turning to mobile applications to ease trip planning and enhance the experience
for modern-day riders.
Routematch has invested significantly in a new, parallel technology platform for transit agencies and
their stakeholders. An understanding of and engagement with riders makes up the foundation of this
new platform which is designed to facilitate progress from merely providing a service to proactively
staging transformational experiences for riders. With Routematch’s Mobility Platform, transit
agencies can offer their customers an efficient and reliable travel experience through a single,
comprehensive mobile application. The Routematch’s Mobility Platform is a suite of integrated
solutions that facilitate a rider-centric approach to providing a personalized, multimodal service:
On-Demand Service: The On-Demand Service tool provides a series of components that
enable your riders to access your service throughout the region based on service zones that
you build. Riders leverage mobile technology to coordinate travel through an autonomous
dispatch system that connects them with tablet equipped vehicles.
Multimodal Trip Planning and Booking: Trips are coordinated with the On-Demand service
with the conventional transit schedules to provide riders with a seamless travel experience.
Agencies can utilize the technology to provide riders with a multimodal trip planning tool that
has the simplicity and efficiency of one mobile interface.
Single-Fare Payment System: A single-fare payment option allows for a seamless payment
experience and enhances the connectivity between public and private transportation
providers, helping to mitigate congestion and encourage shared-use mobility practices.
Single payment can be used for all modes of the same travel itinerary, from fixed route fares
to ridesharing service fares.
Real-Time Traveler Information and Communication: Riders can remain current on the
arrival time of their vehicle and automatically be notified of vehicle arrivals and delays using
real-time data. Riders can follow the exact location of their vehicle through a dynamic map
and track its position in relation to the pick-up point, helping to address any perceived wait
times.
Customer Loyalty Program (Future Development): Designed to encourage rider
engagement around community contribution, the Loyalty solution provides feedback,
status, and rewards based on riders’ mobility behaviors. The impact of each rider’s mobility
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choices is measured through elements such as healthier lifestyle, social sharing, energy
conservation, and social responsibility.
The Mobility Platform and its suite of solutions enables riders to receive real-time travel information,
utilize an optimized trip planning service, and optionally purchase fares for all modes of travel. As a
result, the platform will ease the first-mile, last-mile challenge facing public transit riders today and
allow them to complete their trip seamlessly from their point of origin to their destination.
In addition to convenience and ease-of-use, riders can create personalized accounts that are
suitable to their needs within the account profile settings, including accessibility features for people
with disabilities. Riders can create specific travel itineraries based on travel time, mobility
preferences, and proximity to transit options.
All solutions within the Mobility Platform are web-based applications and share a common database,
which is leveraged across the suite. The solutions in the suite are standalone but work together and
can be scaled out or added over time as the agency grows or wants to expand its capabilities.
Agency Benefits
Increased ridership through more personalized on-demand services
Improved services to match demand
Increased insight of rider behaviors and preferences
Coordination of drop-offs to real-time train performance for a seamless service
Reduced fare collection and associated infrastructure costs (with optional payments
solution)
Rider Benefits
Convenient and easy-to -use
One mobile application
On-demand and intermodal trip-planning for all mobility types
Decreased wait-times
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The ultimate success of any transit system implementation project is highly dependent on how you
begin. That's why every Routematch implementation starts with our tested and proven
Routematch Implementation Methodology (RIM), a system of best practices and processes that
ensures a smooth and successful deployment of our industry-leading transit solutions and rapid
delivery of return on investment (ROI) for our customers.
The Professional Services Organization (PSO) has institutionalized a standard proven pragmatic
and adaptable implementation methodology that capitalizes on our collective experience with Go
Lives at over 600 locations across the USA. This internally developed methodology RIM
(Routematch Implementation Methodology), has evolved through the hundreds of installations
that we have completed. RIM takes into account the proper staffing to meet the client’s timelines
and the proper procedures and documentation results in a successful implementation of our
systems. RIM fundamentals include teamwork, structured client involvement, discrete, flexible
stages with concrete deliverables.
Specifically, RIM adds value to a project by:
Institutionalizing best practices refined through over 600 client implementations
Defining guidelines for setting roles and responsibilities of both client and project team
Providing a road map to assist in scheduling and resource planning,
Standardizing methods in order to assure accuracy and consistency,
Implementing a systematic, proactive approach to project management,
Flexibility to that enables our staff to tailor the stages and focus energy, time, and expertise
where they are most needed,
Increasing visibility to critical path items and key milestones, and
Integrating feedback loops/reviews into the implementation process to drive organizational
learning
Ensuring successful communications with client’s project team
The below outlines Routematch’s approach and the associated services for providing and installing
the Transit Management System for Azusa Transit. This approach is built around the 4 core teams of
Routematch’s PSO Department:
Project Management Office – provides project
management and design expertise
Technical Services – provided engineering and
installation expertise
Educational Services – provide expertise in adult
education of complex transit systems
Installation Services – provide expertise in choice and
installation of all hardware
An implementation team will be assigned from our experienced
PSO team which has over 30 employees dedicated to the
implementation of our products, with experience ranging from 3 years to 15+ years in
implementations. Our PSO group consists of project managers, business consultants, training
consultants and technical personnel devoted to assisting customers in all phases of RIM by:
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Defining guidelines for roles and responsibilities
Developing a roadmap for scheduling and resource planning
Creating weekly feedback loops and reviews
Implementing a systematic, proactive project plan
Training your staff on the base system as early as possible
Each phase of RIM includes a set of deliverables, which is provided to Azusa Transit, and requires
approval before the phase is fully completed. Azusa Transit is provided with bi-weekly project
status reports, including detailed attention paid to issues, risks and key action items. To encourage
collaboration and reduce the dependency on Routematch Software’ resources, RIM requires
significant client involvement during the implementation process to help meet the complete
installation. The stages and components of the Routematch RIM approach include:
RIM Approach Description
Phase 0: Initiation
A structured transition from contract award to project kickoff.
During this phase Routematch and Azusa Transit will work
together to address any changes prior to implementation.
Tasks: Contract initiation, project kickoff, end to end project
plan (scope, deliverables, budget, timeline, risks, issues and
resource requirements)
Phase 1: Design
Determines the details required to implement Routematch
Software’s solutions in Azusa Transit’s environment.
Tasks: Operations assessment, technical assessment, critical
success factors, functional design, detail design, review Azusa
Transit’s System, Create Migration plan, etc.
Phase 2: Build
Software and hardware install, configuration, and Vendor
Assembly Testing: prepares the project teams for operation in
Azusa Transit’s environment. Import data from previous software
to Routematch Demand Application.
Tasks: System configuration and vendor assembly testing,
development and user training, install Routematch, perform
initial data import, etc.
Phase 3: Educate
End to End system overviews ensures knowledge share of the
updated operational inputs and outputs including end user training
in district levels of training.
Tasks: Execute tailored training, end to end systems overview,
pre-go live, and conversion activities and risk assessment.
Phase 4: Deployment
Integration, regression and user acceptance testing; confirms the
solutions ability to execute a production environment in Azusa
Transit’s current IT environment. Integrates the system and
operations in a production environment. Includes Go Live.
Tasks: Phased approach – UAT, pilot, burn in, acceptance, and
warranty. Preform final Data Import, parallel test of Routematch
and Azusa Transit.
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Phase 5: System
Acceptance
Happens once the client is fully operational and ready for transition
to customer support. Transition to Routematch’s Customer
Support Organization (CSO).
Tasks: Project Closure, transition to customer support.
Project Management
Occurs throughout all phases to ensure project goals, objectives,
timeline and budget are being met and communications are clearly
executed.
Account Management
Ensures customer satisfaction is maintained over course and
entire project, and the transition into Routematch’s Customer
Support Organization (software maintenance) is successful
through meeting all project objectives.
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Routematch offers post-implementation support through its Client Services Operation
department. This department includes 30 consultants and IT professionals working in the following
divisions:
Tier 1: Tier 1 staff consists of IT and/or Transit professionals with 1 – 2 years prior
experience. They are the “front line” contact point for all Customer Support needs. They
man our telephone and email case queues and provide training, configuration services,
technical assistance, and case processing. Tier 1 staff is responsible for tracking all cases
and communicating efforts, resolution plans, and timelines to our customers.
Tier 2: Tier 2 staff are IT and/or Transit Professionals with at least 3 years of prior
experience who have specific skill sets tied to more complex matters such as database
management, report writing, scheduling engines, real time arrival, transit operations, and
billing. Tier 2 staff receives cases from the Tier 1 team and work with customers to resolve
issues. Tier 2 staff also works directly with software developers and our Product
Management team to process and handle matters.
Educational Services: Educational Service staff members are training professionals with
at least 3 years experience in IT or Transit. These professionals are experts in the use of
Routematch and are trained to identify training needs, develop training programs; and to
deliver both individual and classroom based training. The Educational Services division
provides training “on demand” for more complex issues and otherwise creates and delivers
specific training curriculums as requested and needed as well as routine, general Training
Webinars for the general customer population to attend.
Upgrade Services: Upgrade Services consists of former Implementation Consultants and
Tier 2 support staff who are tasked specifically with delivering upgrades to current clients.
Their expertise and efforts include version configurations, data and report migrations,
training, operations assessments, and hardware configuration. The upgrade services team
is also trained in project management so as to insure seamless transitions to new versions.
Transit ITS Consulting: Routematch has a team of senior Customer Support
Representatives and former Implementation Consultants who are tasked with providing
on-going, post implementation consulting services. These services include operations
assessments; specific and detailed training on complex software functions such as
automated scheduling and billing, and reporting, as well as overall complex account
management. Their efforts include weekly project status meetings, issue log reporting,
and on-site visits when needed. It also includes carrying out our "Routematch-In-the-
Field™ program where we travel to certain locations central to our clients and provide face-
to -face customer support and consultation.
Accessing Support
Customers are able to report issues by phone, email, or website.
Phone: We offer toll free phone access which feeds into a call-center staffed from
24/7/365. Two “On-call” staff members are then connected to the phone system after
regular business hours and handle all calls from 8:00PM until 6:00AM.
Email: Customers are also provided with the option to contact Customer Support through
a general email address support@routematch.com. All members of the Customer Support
Team receive these emails and are available for support. Tier 1 staff members are primarily
responsible for handling these emails and the “on-call” staff are required to ensure the
emails are handled in a timely manner.
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Website: Routematch provides a “customers only” web portal which provides Customers
with access to the status of their current cases. It also allows them to “log” an issue which
is sent to the Tier 1 Customer Support team for processing.
Response Time
Routematch Customer Support Representatives are required to respond to all issues logged within
in two (2) hours. The average response time is less than 15 minutes. All cases are “triaged” based
upon the urgency of the issue and severe cases are handled immediately. The prioritization and
ultimate response time is determined by a Business Process Impact (BPI) assessment performed as
the time a case is communicated to the team. All types of cases are responded to using
commercially reasonable and dictated response times based upon the severity rating. The team is
properly staffed so as to avoid any issue taking more than 2 hours for a response.
Modifications, Upgrades & Enhancements
Routematch maintains its software primarily through Upgrades and Updates. On occasion, we will
deliver important or urgent items through “Hot Fixes” or database script releases. Each is
implemented by or with the assistance of a qualified Routematch staff member and can be
delivered remotely, “on-line”. Each type of release is defined as follows:
Upgrade: means and refers to major changes or to a new release of the software, including
any new major release of the Software. Upgrades to the software are normally indicated by
incremental numeric changes as “1" whole units (i.e. release 1.0 to 2.0).
Update: refers to fixes and minor changes to the software, which are indicated by internal,
incremental numeric changes smaller than “1" unit (i.e. release 1.1 to 1.2).
Hotfix: refers to specific minor changes to a specific aspect of the software which are
indicated by incremental letter changes at the end of the version number (i.e. release 1.1a
to 1.1b).
Policy for Providing Releases
All Upgrade, Updates, and Hotfixes are provided free of charge as they are made Generally
Available.
Documentation Updates
Routematch produces new versions of its training and user manuals with all new versions
(Upgrades). All Updates and Hot-fixes are documented in release notes and are provided as
supplements to the manuals. All manuals are delivered in hardcopy and within the software
through an “On-line” help file. They are made available through the Customer Support portal on
the Routematch website and are delivered to individual agencies and users as requested.
Data Ownership
All data managed within the Routematch System is stored indefinitely, allowing for extensive
reporting and analysis with the Reporting Module, and all data is owned solely by the agency.
Client Web Portal
My.Routematch.com is a client-only web portal connecting our users and staff, expanding on the
Routematch Experience. Features of this portal include:
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Learning: My Routematch Learning is a section devoted to providing you specific and
uniquely segmented data based on different categorizations. It is currently divided in two
categories, by Module and by Tool Type
Support Desk: Manage all Support-related items. Available sections include:
Documentation, Contact Support, Meet the Team, View support Cases, Upgrades,
Schedule of Charges and Terms and Conditions.
Events: This section of My.Routematch contains links to our live and recorded events that
are available to Routematch clients. We also use this section to deliver content and
information that was presented during our live events.
Community: As My.Routematch grows, we will continue to add new features and
information in our Community section. This is where you will be able to ask questions to
other Routematch users, and to share your experience with the Routematch community as
a whole.
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Software Licenses
Product Quantity Fees
RM Demand - User Licensing Licensed for 8 Vehicles $4,500
RM Demand - Vehicle Licensing Licensed for 8 Vehicles $3,330
RM Mobile - Vehicle Licensing (Tablet Solution) Licensed for 8 Vehicles $5,400
Notification Module (IVR Call-outs) Site License $5,400
Amble (Rider-facing App & Portal) Site License $10,000
Mobility (On-Demand Solution) Site License Included
Subtotal $28,630
Professional Services
Product Hours Fees
Project Management 80 Hours $5,720
Initiate 6 Hours $429
Design 60 Hours $4,290
Build 80 Hours $5,720
Educate 32 Hours $2,288
Deployment 40 Hours $2,860
System Acceptance 4 Hours $286
Travel 4 Trips (Services & Installation) $4,800
Hardware Installation (MDC Driver Device) 8 Vehicles $960
Subtotal $27,353
Third Party Hardware
Product Quantity Fees
Mobile Data Terminal Bundle (Driver Device & Mount) 6 Each $4,170
Spare Mounting Unit 2 Each $670
GIS Mapping Data Unlimited $360
Sygic Navigation System 6 Each $498
Subtotal $5,698
Annual Fees
Annual Cloud Hosting Fees (Year 1) 2 Concurrent Users $2,400
Annual 50 MB Verizon Wireless Data Plan 6 Each $1,080
Subtotal $3,480
Year 1 Total $65,161
Ongoing Annual Fees
Year 2 - Beginning Year 2 Fees
Annual Support & Maintenance $6,568
Annual Cloud Hosting Fees $2,400
Annual 50MB Verizon Wireless Data Plan $1,080