DATS Newsletter July 2019

DATS News Disabled Adult Transit Service July 2019

DATS Dispatch

The Dispatch team at DATS is an important component of service deployment. They are the lifeline for our DATS NEWSLETTER Operators on the road, make quick decisions when schedules need to make sudden changes, and make DATS Client Services will be sure our clients are on time and safe on the road. contacting clients in July/August to survey what type Using our trip scheduling software and a number of of DATS Newsletter they communication tools, individual dispatchers: receive (regular print, large print, digital or audio). - Monitor vehicles, juggling trips if necessary to account for cancellations, weather, construction, If you’d like to change the way traffic and other sudden surprises you receive DATS News, - Message Operators via their MDTs (Mobile Data whether it’s via mail, email, or Terminals) or over the radio as an audio CD, you can let us - Take emergency calls from Operators know now. Ask the next time - Coordinate resources, like our Operations you call (780) 496-4567, or Supervisors and ETS surface control when called for send us an email at - Contact clients after call centre hours when dats@edmonton.ca. necessary.

Our Dispatch team is highly trained and is integral to DATS running smoothly.

To learn more about our Dispatch team, see page 5. Manager’s Message Appointment Times DATS will be offering the option for trip booking with DATS Notes On June 24th DATS delivered a report to City either a pickup window or a drop-off window. For trips Council, as requested last year, which outlined booked with a drop-off window our scheduling system DATS Re-certification several planned customer service improvements. The next cycle of DATS re- will then determine a pickup window to help ensure certification which was appointment times are met. We plan to implement this These planned initiatives include: originally slated to start in early within two years. 2019, have been pushed into 2020, to align with the Bus New Service Model Distance-Based Ride Times Network Redesign and the DATS will begin using trained taxi drivers to DATS plans to change from a maximum 90-minute overall Transit Strategy. provide DATS shared-ride service when needed to ride time for all trips to maximum ride times that are help better manage demand for trips on a daily Clients who were scheduled to based on trip distance. This would improve consistency basis. These vehicles will be private taxi vehicles, be re-certified in 2019 will of ride times and customer service. begin re-certification in 2020 but will have a DATS logo decal attached. We will instead. Current ID cards are be working with our contractors to integrate our Continuous Customer Feedback still valid. systems and provide training with the aim to Over the next year, we plan to offer customer journey implement the service model over the next year. We apologize for any mapping and implement customer satisfaction surveys inconvenience. to ensure we understand evolving challenges and Contractor Training opportunities to improve service. Cancellations Currently, roughly half of DATS trips are provided Please let DATS know as soon by contractors in minivans and accessible minivans. This is also being expanded to All of these initiatives were developed in consultation as you can if you wish to cancel include taxis. We will be developing a consistent training program for all DATS with DATS users and stakeholders. If you have any a trip or subscription booking. contractors to ensure a safe, reliable, customer-focused service. This can open up a trip for questions about these initiatives please contact the someone else, and with trip DATS Community Relations team at (780) 496-4567 Contract Management demand at an all-time high, we (Option 4). appreciate the advance notice. DATS has hired a new position that will be responsible for ensuring all contracted service meets our high level of customer service standards. This includes monitoring the service, We look forward to these initiatives and serving you training and quality control. better. DATS Calls All calls to the Client Service Technology Enhancements Centre are recorded and This includes enhanced automation of our current scheduling software to improve monitored for quality assurance and training purposes. routing and service efficiency, and expanded real-time information with automated ride notifications, based on vehicle GPS location. We will also be exploring the potential for Paul Schmold an app for expected pickup and arrival times in consultation with other municipal transit Manager Paratransit Dogs on DATS agencies. Certified service and guide dogs are allowed on DATS Exploring Partnerships with Alternative Transportation Providers vehicles of all types. If you have any questions about service or We will be looking at technology options to provide a single point of contact to access guide dogs on public transit, multiple forms of accessible transportation, including conventional transit trip planning, please contact the community DATS, taxis and accessible taxis, and other community accessible transportation relations team at (780) 496- providers. 4567 (Option 4).

Page 2 DATS News, July 2019 Manager’s Message Appointment Times DATS will be offering the option for trip booking with DATS Notes On June 24th DATS delivered a report to City either a pickup window or a drop-off window. For trips Council, as requested last year, which outlined booked with a drop-off window our scheduling system DATS Re-certification several planned customer service improvements. The next cycle of DATS re- will then determine a pickup window to help ensure certification which was appointment times are met. We plan to implement this These planned initiatives include: originally slated to start in early within two years. 2019, have been pushed into 2020, to align with the Bus New Service Model Distance-Based Ride Times Network Redesign and the DATS will begin using trained taxi drivers to DATS plans to change from a maximum 90-minute overall Transit Strategy. provide DATS shared-ride service when needed to ride time for all trips to maximum ride times that are help better manage demand for trips on a daily Clients who were scheduled to based on trip distance. This would improve consistency basis. These vehicles will be private taxi vehicles, be re-certified in 2019 will of ride times and customer service. begin re-certification in 2020 but will have a DATS logo decal attached. We will instead. Current ID cards are be working with our contractors to integrate our Continuous Customer Feedback still valid. systems and provide training with the aim to Over the next year, we plan to offer customer journey implement the service model over the next year. We apologize for any mapping and implement customer satisfaction surveys inconvenience. to ensure we understand evolving challenges and Contractor Training opportunities to improve service. Cancellations Currently, roughly half of DATS trips are provided Please let DATS know as soon by contractors in minivans and accessible minivans. This is also being expanded to All of these initiatives were developed in consultation as you can if you wish to cancel include taxis. We will be developing a consistent training program for all DATS with DATS users and stakeholders. If you have any a trip or subscription booking. contractors to ensure a safe, reliable, customer-focused service. This can open up a trip for questions about these initiatives please contact the someone else, and with trip DATS Community Relations team at (780) 496-4567 Contract Management demand at an all-time high, we (Option 4). appreciate the advance notice. DATS has hired a new position that will be responsible for ensuring all contracted service meets our high level of customer service standards. This includes monitoring the service, We look forward to these initiatives and serving you training and quality control. better. DATS Calls All calls to the Client Service Technology Enhancements Centre are recorded and This includes enhanced automation of our current scheduling software to improve monitored for quality assurance and training purposes. routing and service efficiency, and expanded real-time information with automated ride notifications, based on vehicle GPS location. We will also be exploring the potential for Paul Schmold an app for expected pickup and arrival times in consultation with other municipal transit Manager Paratransit Dogs on DATS agencies. Certified service and guide dogs are allowed on DATS Exploring Partnerships with Alternative Transportation Providers vehicles of all types. If you have any questions about service or We will be looking at technology options to provide a single point of contact to access guide dogs on public transit, multiple forms of accessible transportation, including conventional transit trip planning, please contact the community DATS, taxis and accessible taxis, and other community accessible transportation relations team at (780) 496- providers. 4567 (Option 4).

Page 2 DATS News, July 2019 July/August Event Schedule DATS Dispatch DATS Notes, cont. Festival season continues throughout the summer in Edmonton. Here is a short list of events in July and August held at various venues throughout our city. Dispatcher cubicles always seem like the Registering for Summer busiest desks at Percy Wickman Garage: Travel on DATS? We often get last minute, urgent Freewill Shakespeare Festival - June 18 - Edmonton Folk Music Festival - August 8 - various screens flicker with maps and schedules, with radio and phone lines requests for registration in the July 14 - Hawrelak Park 11 - Gallagher Park summer months, but This year, enjoy Two Gentlemen of Verona Four days of folk, food and friends at constantly blinking. Each issue, we hope unfortunately, we are unable to and The Winter’s Tale at the Heritage Edmonton’s largest outdoor music festival. to highlight a different section at DATS, “rush” any application. Amphitheatre in Hawrelak Park. Visit Featuring world-renowned acts at and this month we asked our Team Lead of Dispatch, Terry freewillshakespeare.com for tickets and Gallagher Park, visit edmontonfolkfest.org McConville, a few quick questions about the work they do. Please allow enough time to have forms processed if there is a showtimes. for details. What are some of the challenges working as a part of the special summer event coming up or a new need to book DATS Edmonton International Street Performers Edmonton Fringe Festival- August 15 - 25 DATS Dispatch team? trips. Festival - July 5 - 14 - Old Strathcona - Old Strathcona and beyond Performers from around the world Experience live theatre performances Terry McConville: Our dispatch team is a group of quick- Summer Vacation? unleash their street acts for ten days in throughout Edmonton at North America’s change artists. They have to make on-the-fly decisions Don’t forget to cancel any about dozens of vehicles throughout the day, and keep unwanted trips while you are Old Strathcona. Visit largest Fringe Festival. Explore the Fringe away! edmontonstreetfest.com for more at fringetheatre.ca. track of hundreds of clients an hour. We have to keep our information. eye on traffic, weather, construction, special events, vehicle You can cancel multiple Edmonton Rock Music Festival - August 16 problems and other emergencies. The technology we have trips for a specific period of A Taste of Edmonton - July 18 - 28 - - 17 - Hawrelak Park helps us juggle these things, but it takes strong time; just ask your booking agent. Capital Plaza Presented by the Rock and Roll Society of multitasking and communication skills to be a dispatcher. Please cancel as far in advance as possible - with more advanced Sample the culinary delights of Edmonton at Hawrelak Park, tickets and What does an average day look like? notice, we may be able to assist Edmonton’s food scene, with dishes from more are at edrock.ca. someone else with their booking 60 local restaurants and food trucks. Visit request. tasteofedm.ca to whet your appetite. Edmonton Blues Festival- August 23 - 25 - TM: No two days are the same. Scheduling will provide Hawrelak Park each bus with a route in the morning, but on the day of For cancellations, call (780) 496- K-Days - July 19 - 28 - Northlands The music continues at Heritage service things can change very quickly with clients 4567 (Option 1). Rides, games, food, music and adventure, Amphitheatre at Hawrelak Park, hosting cancelling trips, gaps opening up in the schedule and on- demand trips being added. We’re there to help smooth Purchasing New Equipment? with the famous K-Days parade the best of the world’s Blues musicians for Not all mobility aids are suitable downtown kicking off the events at one hot weekend in August. Visit those changes as they happen. On any given day we may for DATS vehicles. All equipment, Northlands. Visit k-days.com for details. bluesinternationalltd.com for information. also have emergency situations which need immediate whether walkers, manual, or attention. We’re there for our clients and our operators. electric wheelchairs, must meet Heritage Festival - August 3 - 5 - size and safety requirements to be used on DATS vehicles. Hawrelak Park What are some of the rewards to being on this team? Celebrate your heritage and travel If you are purchasing new around the world without leaving TM: Our team is very proud of the work we do. At the end equipment, or have questions Hawrelak Park. Plan your weekend at of the day, we can look at the number of trips we helped about current equipment, please heritage-festival.com. deliver and there’s a sense of pride. Even our newest contact DATS at (780) 496-4567, members understand that they are making a difference, (Option 4) or email helping Edmontonians get to their destinations safely. [email protected].

Page 4 DATS News, July 2019 July/August Event Schedule DATS Dispatch DATS Notes, cont. Festival season continues throughout the summer in Edmonton. Here is a short list of events in July and August held at various venues throughout our city. Dispatcher cubicles always seem like the Registering for Summer busiest desks at Percy Wickman Garage: Travel on DATS? We often get last minute, urgent Freewill Shakespeare Festival - June 18 - Edmonton Folk Music Festival - August 8 - various screens flicker with maps and schedules, with radio and phone lines requests for registration in the July 14 - Hawrelak Park 11 - Gallagher Park summer months, but This year, enjoy Two Gentlemen of Verona Four days of folk, food and friends at constantly blinking. Each issue, we hope unfortunately, we are unable to and The Winter’s Tale at the Heritage Edmonton’s largest outdoor music festival. to highlight a different section at DATS, “rush” any application. Amphitheatre in Hawrelak Park. Visit Featuring world-renowned acts at and this month we asked our Team Lead of Dispatch, Terry freewillshakespeare.com for tickets and Gallagher Park, visit edmontonfolkfest.org McConville, a few quick questions about the work they do. Please allow enough time to have forms processed if there is a showtimes. for details. What are some of the challenges working as a part of the special summer event coming up or a new need to book DATS Edmonton International Street Performers Edmonton Fringe Festival- August 15 - 25 DATS Dispatch team? trips. Festival - July 5 - 14 - Old Strathcona - Old Strathcona and beyond Performers from around the world Experience live theatre performances Terry McConville: Our dispatch team is a group of quick- Summer Vacation? unleash their street acts for ten days in throughout Edmonton at North America’s change artists. They have to make on-the-fly decisions Don’t forget to cancel any about dozens of vehicles throughout the day, and keep unwanted trips while you are Old Strathcona. Visit largest Fringe Festival. Explore the Fringe away! edmontonstreetfest.com for more at fringetheatre.ca. track of hundreds of clients an hour. We have to keep our information. eye on traffic, weather, construction, special events, vehicle You can cancel multiple Edmonton Rock Music Festival - August 16 problems and other emergencies. The technology we have trips for a specific period of A Taste of Edmonton - July 18 - 28 - - 17 - Hawrelak Park helps us juggle these things, but it takes strong time; just ask your booking agent. Capital Plaza Presented by the Rock and Roll Society of multitasking and communication skills to be a dispatcher. Please cancel as far in advance as possible - with more advanced Sample the culinary delights of Edmonton at Hawrelak Park, tickets and What does an average day look like? notice, we may be able to assist Edmonton’s food scene, with dishes from more are at edrock.ca. someone else with their booking 60 local restaurants and food trucks. Visit request. tasteofedm.ca to whet your appetite. Edmonton Blues Festival- August 23 - 25 - TM: No two days are the same. Scheduling will provide Hawrelak Park each bus with a route in the morning, but on the day of For cancellations, call (780) 496- K-Days - July 19 - 28 - Northlands The music continues at Heritage service things can change very quickly with clients 4567 (Option 1). Rides, games, food, music and adventure, Amphitheatre at Hawrelak Park, hosting cancelling trips, gaps opening up in the schedule and on- demand trips being added. We’re there to help smooth Purchasing New Equipment? with the famous K-Days parade the best of the world’s Blues musicians for Not all mobility aids are suitable downtown kicking off the events at one hot weekend in August. Visit those changes as they happen. On any given day we may for DATS vehicles. All equipment, Northlands. Visit k-days.com for details. bluesinternationalltd.com for information. also have emergency situations which need immediate whether walkers, manual, or attention. We’re there for our clients and our operators. electric wheelchairs, must meet Heritage Festival - August 3 - 5 - size and safety requirements to be used on DATS vehicles. Hawrelak Park What are some of the rewards to being on this team? Celebrate your heritage and travel If you are purchasing new around the world without leaving TM: Our team is very proud of the work we do. At the end equipment, or have questions Hawrelak Park. Plan your weekend at of the day, we can look at the number of trips we helped about current equipment, please heritage-festival.com. deliver and there’s a sense of pride. Even our newest contact DATS at (780) 496-4567, members understand that they are making a difference, (Option 4) or email helping Edmontonians get to their destinations safely. [email protected].

Page 4 DATS News, July 2019 July 2019 Community Events Holiday Booking Schedule Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 2 3 4 5 6 Canada Day 2019 HOLIDAY Mass for People with Canada Day Special Needs sponsored Client Services DATS will operate on a holiday schedule (the Client Centre Closed by the Knights of Columbus Alberta/NWT State Council Services Centre will be closed) on: Subscription - Canada Day, Monday, July 1 trips cancelled 7 8 9 10 11 12 13 Note: Subscription bookings will be cancelled: - Canada Day, Monday, July 1 14 15 16 17 18 19 20

Corpus Christi Roman Catholic If you still require your subscription booking call Church 2707 34 Street 780-496-4567 (option 2) to book it. 21 22 23 24 25 26 27 Friday, August 9, 2019 1pm to 4:30pm Civic Holiday 2019 28 29 30 31 Fully accessible for all people DATS will operate on a holiday schedule (the Client with Special Needs (speech & Services Centre will be closed) on: hearing impaired, people with August 2019 electric wheelchairs, walkers, - Civic Holiday, Monday, August 5 manual wheelchairs, scooters) Sunday Monday Tuesday Wednesday Thursday Friday Saturday Note: Subscription bookings will be cancelled: 1 2 3 Mass from 1pm to 2pm, talk and - Civic Holiday, Monday, August 5 Can book for: Can book for: fellowship from 2pm to 4:30pm August 3 (till August 4, 5, 6, noon) 7 (till noon) August 4, 5, 6 PLEASE BOOK YOUR DATS TRIPS If you still require your subscription booking call ACCORDINGLY, UP TO 3 DAYS 780-496-4567 (option 2) to book it. IN ADVANCE 4 5 HOLID AY 6 7 8 9 10 Regular Any questions or concerns Civic Holiday Can book for: booking contact Brother Francis "Smiley" August 5, 6, 7, schedule Lajeunesse at (780) 991- 8776 Client Services 8(till noon) Centre Closed resumes or email massforspecialneeds2019 Subscription @gmail.com trips cancelled 11 12 13 14 15 16 17

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Page 6 DATS News, July 2019 July 2019 Community Events Holiday Booking Schedule Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 2 3 4 5 6 Canada Day 2019 HOLIDAY Mass for People with Canada Day Special Needs sponsored Client Services DATS will operate on a holiday schedule (the Client Centre Closed by the Knights of Columbus Alberta/NWT State Council Services Centre will be closed) on: Subscription - Canada Day, Monday, July 1 trips cancelled 7 8 9 10 11 12 13 Note: Subscription bookings will be cancelled: - Canada Day, Monday, July 1 14 15 16 17 18 19 20

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Page 6 DATS News, July 2019 DATS News, July 2019 Contact DATS Published by DATS, six times annually DATS Client Service Centre DATS Client Service Centre Circulation 6,500. (780) 496-4567 Trip Booking: 4To cancel a trip or to check on a Monday to Friday: Please direct late ride: Press 1 7:30 a.m. to 5:00 p.m. comments/submissions to: 4To book or change a trip: Press 2 Saturday and Sunday: DATS, Wickman Garage 4To register for DATS: Press 3 7:30 a.m. to 12:00 noon 5610-86 Street 4To submit a commendation, Registration, Commendations, Edmonton, Alberta T6E 2X3 concern or any other inquiry: Concerns Phone: (780) 496-4567 Press 4 Monday to Friday: Fax: (780) 496-1008 8:30 a.m. to 4:30 p.m. Edmonton Transit Service: Nextalk www.takeETS.com (780) 944-5555 DATS Client Service Centre E-mail: [email protected] Outside of Regular Hours: Lost & Found (trip cancels, checking late ride) Editor (780) 496-1622 Monday to Thursday: Jason Magee 5:00 a.m. to 11:00 p.m. E-mail / Website Friday: 5:00 a.m. to midnight Contributors this Issue [email protected] Saturday: 6:00 a.m. to midnight Stuart Gerber, Francis Lajeunesse, takeETS.com/DATS Shirley Masterson, Terry McConville, Sunday and holidays: Paul Schmold, Glenda Roberts, 6:00 a.m. to 11:00 p.m. Caroline Wenzel.

E-mail Newsletters Would you like to receive a copy of the DATS Newsletter by e-mail? Just send an e-mail to: [email protected] - please put “DATS Newsletter” in the subject line. Or call us at (780) 496-4567.

Return undeliverable Canadian address to:

DATS Percy Wickman Garage 5610 86 Street NW Edmonton, Alberta T6E 2X3