Quarterly Report October—December 2017

Quarterly Report October—December 2017 1

Quarterly Report October—December 2017

CTrides.com

1-877- CTrides (287-4337) [email protected]

A Service of the Department of Transportation

2 Quarterly Report October—December 2017

CTrides: Quarter 4 Marketing Activity Summary

October - December 2017

The main CTrides Marketing focus for Q4 revolved around positioning itself for the upcoming fiscal year, which started November 1 following a contract renewal. One of CTrides’ main objectives for FY ‘18 centers around an in-depth analysis of CTrides marketing strategies through the use of behavioral economic tactics. BEworks CTrides procured the services of BEworks, a firm that specializes in behavioral economics, to take a holistic look at CTrides’ entire marketing portfolio. Further, BEworks will engage with CTrides employer partners to get a better understanding of how organizations are receiving messages and what will drive them to use an alternate commute. This process will take the entirety of the fiscal year and kicked off in Q4 with the planning and developmental phases. A discovery stage involved CTrides providing current marketing materials to BEworks as part of their initial examination, as well as interviews with current CTrides team members and key stakeholders at the Connecticut Department of Transportation. These interviews included the Commissioner’s Office. Once BEworks processes the interviews and materials, a workshop will be held in Q1 to discuss initial findings before employer interviews are conducted. Additional Marketing  CTrides began development of a completely revamped Transportation Leaders program during Q4 for rollout during 2018 Q1 or Q2. This is intended to give organizations an incentive to continue to strive to implement commuter-friendly programs by creating multiple recognition levels that an employer can achieve.  Additionally, ridesCT is working on a quick-hit media campaign during the winter months, keying on the inclement weather as a trigger to get people to alter their commute habits.  CTrides saw excellent response to it’s football-themed “Kick Off Your Commute” campaign during October and November, using football to engage people into thinking about their commute differently.  As part of BEworks early feedback, CTrides has begun developing an overview brochure, taking its entire library of informational materials and combining them into one brochure that can be handed to commuters or left behind with an organizational contact. This is intended to remove barriers to entry for new organizations trying to learn about the program, but who do not want to read multiple sheets of information.

3 Quarterly Report October—December 2017 Participating Organization Activity

Total number of CTrides employer participants, stakeholders and community participants is 235. The team also recognized its Partners of the Month for their commitment in offering employees various commut- er benefits.  Paier College of Art—Engaged CTrides with their Student Council leadership; participated in Try-It Day to Downtown New Haven's Yale University Art Gallery; Committed to assisting their students with their com- muting options wherever possible via CTrides.

 Center for Latino Progress- Passionate dedication to pub- lic transportation; committed to expanding public trans- portation and making it accessible to all; part of many community forums looking to better public transportation.

The CTrides Outreach Team held 145 Worksite Meetings and 83 Commuter Events with our worksite partners during Q4. The total number of participating or- ganizations is at 235. This quarter’s worksite activity, segment- ed by region, can be found on the follow- ing pages. A complete list of program or- ganizations/stakeholders is in Appendix A.

4 Quarterly Report October—December 2017 Regional Worksite Highlights

Western CT includes Litchfield, proposed improvements Meetings Housatonic, Bridgeport & Stamford Post University: New organization  Alexion Pharmaceuticals regions obtained through a CTfastrak contact; will do student events in Q1  Fairfield University Highlights Fairfield University: Met with new  Global Steering Systems Global Steering Systems: Launched contact, Assistant Vice President- ERH program using custom English Admin and Student affairs; needs  Goodwill of Western & and Spanish handouts; set the gears analysis meeting for deeper Northern CT in motion for Global Steering understanding of campus System's spring Try Carpool transportation; plan to come up  Greater Bridgeport Transit promotion with solutions and action items  Housatonic Community Watermark at 3030 Park: Attended Events College eight presentations over the course  ASML, Inc. of two days with different employee  Metro Council of groups at The Watermark; good  Cartus opportunity to interact with new Governments groups of employees and continue  CTtransit  Naugatuck Valley Council of to provide information on area services, especially frequent GBT  Global Steering Systems Governments bus service  Goodwill of Western &  North East Transportation Co. Porter and Chester (Waterbury): Northern CT Met with the Director to discuss  Northwestern CT Community attending Career Service seminars;  Housatonic Community College booked four upcoming seminar College workshops, and a general table  Norwalk Community event in Q1  Marcus Partners Technical College Housatonic Community College: Set Management  Porter and Chester Institute up a surveying kiosk at Housatonic Community College for students to  Norwalk Community (Stratford) get access to the DOT U-Pass survey; Technical College  Porter and Chester Institute many students were grateful to have an opportunity to complete  Porter and Chester Institute (Waterbury) the survey, and many students had (Stratford) completed it online before running  Post University  into our table Porter and Chester Institute  Stone Academy (Waterbury) University of Bridgeport: High (Waterbury)  The Kennedy Center, Inc. energy, high-activity health fair; 52  Stone Academy (Waterbury) NuRide signups, football toss game  The Watermark at 3030 Park brought in a lot of traffic; UB has a  The Watermark at 3030 Park subsidized bus pass for students, so  UConn (Stamford) transit use of GBT buses is high;  UConn (Stamford) many students utilize rewards  UConn (Waterbury) program  University of Bridgeport  University of Bridgeport Naugatuck Valley Council of  Waterbury Hospital Governments: Great opportunity to  Western CT Council of connect with the Greater Shelton  Western Connecticut State Governments Area community at a workshop for University upcoming Route 8 corridor

5 Quarterly Report October—December 2017

Regional Worksite Highlights

Southern CT includes Middlesex, cently created TDM team to New Haven & coastal regions expand program Gateway Community Col- Highlights lege: Participated in Trans- Mohegan Sun: Met with Title VI fer Student event; Focused consultant who recruits, inter- heavily on the U-Pass Survey and  Connecticut Valley Hospital views and sets up on-site trainings Transit app awareness and usage  Electric Boat for Title VI obligations, with Trans- Branford Hall: Held a successful portation being a top focus for  Gateway Community College Student Commuter Event at Bran- new hires  GoNHGO ford Hall, designed to educate stu- Electric Boat: Held Lunch & Learn dents about: Ridematching & Re-  Job Corps New Haven with employees wards, the Custom Commute,  Key Bank - New Haven transit options and carpooling Yale University: Awarded CTrides  Knights of Columbus College Month trophy for most Events  Middlesex Community College students and staff to track a trip; Held successful Meet Your Match  Albertus Magnus  Mohegan Sun Casino with 34 staff and faculty regis-  Porter & Chester Institute  Alexion Pharmaceuticals tered; November follow-up (Branford) planned to identify continuing car-  Branford Hall (Branford cam-  Quinnipiac University pools pus)  Sea Corp University of New Haven: Award-  Electric Boat ed the CTrides College Month tro-  Southern Connecticut State phy for most number of NuRide  Gateway Community College University registrations  GoNHGO  Stone Academy (West Haven) : Two Meet  The Hartford  Job Corps New Haven Your Match scheduled for Novem-  Three Rivers Community Col- ber - One event for Middletown  Wesleyan University lege resident staff; One event for staff outside of Middletown  Yale University  Town of Wallingford Job Corps (New Haven): Lunch Meetings  UConn Health Center time table event for all new stu-  Albertus Magnus  United Illuminating dents followed by a presentation  Branford Hall (Branford cam-  Veterans Affairs Connecticut to highlight CTtransit options in pus) Healthcare System (West Ha- New Haven  City of New Haven ven) SCSU: Promoted U-Pass for new  Wesleyan University semester including email blast  Connecticut Department of and on-site event Transportation  Workforce Alliance  Yale University Chabaso Bakery: Connected with  Connecticut Mental Health new contact and working with re- Center

6 Quarterly Report October—December 2017

Regional Worksite Highlights

Eastern CT includes the Hartford,  Connecticut Department of North and Central regions of Developmental Services Connecticut  Connecticut Spring and Stamping  Goodwin College Highlights  Hartford Hospital Capital Community College  Jackson Laboratory Career Fair event featured a number  Goodwin College  Jones Lang Lasalle Americas of students interested in the U-Pass  Hartford Adult Education Center survey; U-Pass feedback was  Manchester Community College overwhelmingly positive  Hartford HealthCare System  New Britain CT Works Center Hartford Healthcare: Initial meeting Support Office  Porter and Chester Institute with new contact; helping with a  Jackson Laboratory relocation of about 125 employees to (Enfield)  Kaman a New Britain location; good  Pratt and Whitney candidate for ERH  Ks Partners CT Workers Compensation  The Hartford  Legrand Ortronics Commission: Very interested in the  Trinity College ERH Program; they have several  Manchester Community College  Triumph employees with long commutes who  New Britain CT Works Center are prime candidates for Custom  Tunxis Community College Commute Plans  Northeastern Connecticut  UConn Health Center Stanley Black and Decker: New Chambers of Commerce  United Technologies Aerospace prospect interested in ERH program  Office of Policy and Management and company-wide Try-It Day  University of Connecticut (Storrs)  Office of the Attorney General UConn Health Center: Tabled with  Voya CTtransit in multiple locations to  Porter & Chester Institute (Rocky  Windham Regional Community discuss 913 line for patients and staff Hill) Council Porter and Chester (Enfield): Held  Porter and Chester Institute event with Student Ambassador  Wiremold/Legrand Panel to discuss rewards and (Enfield)

ridematching and carpool/vanpool  Stanley Black & Decker options  The Hartford The Hartford: Met with HEAT team Meetings to setup calendar for 2018  Avon Health Center  Town of Farmington Company-wide challenge planned in  Triumph Q1 or Q2  Central Connecticut Chambers of Commerce  Tunxis Community College Events  Connecticare  UConn Health Center  Advance Auto Parts  Connecticut Department of  United Bank  Asnuntuck Community College Developmental Services  University of Connecticut (Storrs)  Capital Community College  Connecticut Department of Energy  Voya  Center for Latino Progress and Environmental Protection  Waste Management  Central Connecticut Chambers of (Hartford) Commerce  West Hartford Health and Rehab  Connecticut Department of  Wiremold/Legrand  Connecticare Transportation  Workers' Compensation  Connecticut Children's Medical  Connecticut Spring and Stamping Center Commission

7 Quarterly Report October—December 2017

Customer Service Updates Customer feedback: PA Automation Currently, the Customer Service team performs “Thanks so much. After I submitted this request I noticed manual alerts to all Commuter I could Live Chat so I did. The experience was awesome. Rail Service platforms when there are delays or Also had Cindy. Not sure if it's the same person. You cancellations. CTrides developed a plan and working with IT resources so these can be have made our anticipation of traveling to NYC via SLE & automated and made more efficient for riders. MN very easy. Thanks again.” Contact Center Overhaul “Vickie is a complete Saint. Totally patient, great CTrides is also working with Salesforce to update knowledge and huge help for someone like me a million its database in order to have a more streamlined miles from home.” method of collecting and storing information. “The drivers are great! The bus was the best decision I've Emergency Ride Home (ERH) Incentives made. Thanks!” The ERH program, revamped in Q1 2017, has been highly effective on cutting down cost. “I am new to CTtransit and needed a great deal of guid- However, sending reimbursement checks from ance. Cindy was knowledgeable, friendly and patient. AECOM to people has been a bulky process. She is a breath of fresh air and a great person to repre- CTrides is working with a third-party vendor to sent your company. Thank you!” instead use online debit cards as a reimbursement method to make the process more seamless and customer-friendly.

Customer Service Details: 4th2nd Quarter Quarter 2017 2015  5,073 Total Inquiries into CTrides 2000  1,711 inbound calls 1800

10 inquiries about available disabled services 1600 2 bilingual inquiries 1400  Responded to 2,768 email inquiries Great or OK rating on 93% of emails 1200  319 marketing/informational outbound calls 1000  Facilitated 275 live online chats of which 71 800 were SMS (text) chats 600 4.7 out of 5 (best) avg. rating on all chats 400  Provided 5 Emergency Rides Home to 3 vanpool riders and 2 express bus riders 200 0  Distributed 29 trial bus passes to commuters meeting the program’s Trial Ride criteria.  A follow-up survey for the quarter tallied 9 re-

sponses with 5 using the pass, all 5 will continue to ► 1,711— Inbound Calls ► 319— Outbound Calls use transit and all 5 rated the service a 3 or better out of 5. ► 2,768— Email Inquiries ► 275— Online Chats

8 Quarterly Report October—December 2017

Telework Marketing & Activities The key development for Teleworking during Q4 was the execution of and results from a Telework Focus Group. The group was conducted over 90 minutes with 10 C-Level decision makers in the room to discuss the needs of telework within their organization, their relationship with CTrides, and how CTrides can better market and address telework issues. Key findings follow:  Communication gaps exist in connecting the teleworking needs at companies, to resources that would aid implementation and ultimately benefit many companies. This includes: lack of overall awareness that the CTrides program exists; lack of awareness that the CTrides program is free; the CTrides name and branding doesn’t communicate the telework services offered; some organizations desire better online access to information and resources; lack of clear incentive (financial or otherwise) to spur a decision to implement.  Overall, the majority of participants believed that teleworking can have many important benefits at most companies. For example, primary benefits of a telework program identified were: better overall employee work efficiency and productivity; saving physical work space (which can save on overhead costs); a positive recruitment tool which can aid at accessing more candidates and larger / better talent pool; stronger retention, due to overall happiness and quality of life gained from flexibility.  Despite general agreement that telework programs are beneficial, some barriers came to light, including: concern regarding fully trusting remote employees to perform their job responsibilities while free of supervision, and how to best monitor behavior; potential for security and protocol issues; ongoing effort and structure is required to manage the program; requires time and resources from other departments.  When it comes to making decisions regarding instituting and formalizing a telework program, the individuals possessing the strongest influence typically work within an HR role. However, in most cases it is the C-level suite that would possess the final “sign off” for a program. From a strategic standpoint, the HR role needs help in “building that case” of why a telework program should be investigated and potentially implemented.  Defining the key tenets of a formal telework program appears to be “cloudy” for many participants; this is likely due to a variety of company sizes, staff hierarchies, and industries, which in turn leads to different program definitions. This may provide an opportunity to very clearly set forth broader universal guidelines and align each tenet with a clear benefit or ROI. On this note, the majority of participants agreed that having a formalized program was important to the overall success, as opposed to something informal and/or ad-hoc. Action items moving forward include:  Update messaging

 Make information and tools readily available on website to decision makers (HR and C-level)  Connect employers in similar industries  Reinforce that it is a completely free service  Promote the “peace of mind” benefits of a formalized program  Update name to clearly indicate what the service entails

9 Quarterly Report October—December 2017

CTrides Ridematching & Rewards Program CTrides added 938 new members to the Ridematch & Rewards program in the fourth quarter of 2017. The increase in membership reflects the results of focused marketing and outreach efforts, as well as a number of raffles, sponsored and administered through the program vendor NuRide. The major fourth quarter raffles included NFL tickets and multiple Best Buy gift cards. CTrides featured these prominently on the website and social channels, which resulted in these being the most redeemed rewards of the quarter. The majority of raffle winners came from organizations working with CTrides including Connecticut Department of Social Services, Connecticut Department of Energy and Environmental Protection, Travelers and Atticus Bookstore & Café.

Fourth quarter planning included the rollout of the “white label” branding of the webpage and app. Currently branded as NuRide, the plan is to extend the CTrides brand for closer association of the Ridematching and rewards. A draft version of the app and website design have been developed to coincide with CTrides branding and remove the third- party confusion.

Additional White Label Rollout Update  Target Launch Date—Q1 2018  Developed a thorough report on proposed changes  Identified what pages are able to be updated

Miscellaneous A major focus continues to be the launch of a CTrides Ridematch and Rewards Android-capable app. The app is a top priority as nearly half of the users of the service use an Android phone and are unable to download the current app (only available on Apple devices). Because of the variety of operating systems that use Android, launch of the app has been pushed to Q2 for proper testing procedures.

10 Quarterly Report October—December 2017 Appendix A: Partner List

As of Q4 2017, there are more than 200 businesses, agencies and municipalities working with CTrides

1. 3M Purification 37. Connecticare 2. 3PL Worldwide 38. Connecticut Children's Medical 3. 9Town Transit Center 4. Advance Auto Parts 39. Connecticut College 5. AECOM 40. Connecticut Department of 6. Aetna Developmental Services 7. Albertus Magnus 41. Connecticut Department of Energy 8. Alexion Pharmaceuticals and Environmental Protection 9. Amazon Sorting Center Wallingford (Hartford) 10. ARGA Investment Management 42. Connecticut Department of Energy 11. ASML, Inc. and Environmental Protection (New 63. Department of Social Services 12. Asnuntuck Community College Britain) (Hartford) 13. Avon Health Center 43. Connecticut Department of Labor 64. Diageo, Inc. 14. Bigelow Tea 44. Connecticut Department of 65. Eastern Account System, Inc. 15. Bikeport Co-Op Transportation 66. Eastern Accounts System-Danbury 16. BikewalkCT 45. Connecticut Innovations 67. Eastern Connecticut State University 17. BLT Management, LLC 46. Connecticut Mental Health Center 68. Eastern Connecticut Transportation 18. Branford Hall (Branford) 47. Connecticut National Guard Consortium 19. Bridgeport Public Schools 48. Connecticut Probate Court 69. Eastern Workforce Investment 20. Building & Land Technology 49. Connecticut Spring and Stamping Board 21. Capital Community College 50. Connecticut State Insurance 70. Electric Boat 22. Cartus Department 71. Empire State Realty Trust 23. Center for Latino Progress 51. Connecticut Valley Hospital 72. Enterprise Holdings 24. Central Connecticut Chambers of 52. Connecticut Water 73. Excel Partners Commerce 53. Continuum of Care Inc. 74. Fairfield University 25. Central CT State University 54. CT Department of Labor 75. Foxwoods Resort and Casino 26. Chabaso Bakery, Inc. 55. CTtransit 76. Fusco Corporation 27. Cigna 56. CTfastrak 77. Gateway Community College 28. City of Bridgeport 57. Datto, Inc. 78. Gaylord Specialty Healthcare 29. City of Danbury 58. Department of Administrative 79. Global Steering Systems 30. City of Meriden Services 80. GoNHGO 31. City of New Britain 59. Department of Economic and 81. Goodwill of Western & Northern CT 32. City of New Haven Community Development 82. Goodwin College 33. City of Stamford 60. Department of Emergency Services 83. Greater Bridgeport Transit

34. City of Waterbury & Public Protection 84. Greater Norwalk Chamber of 61. Department of Rehabilitation 35. City of Waterbury - Public Health Commerce Services 36. Community Health Center of New 85. Greater Waterbury YMCA 62. Department of Revenue Services London 86. Greenwich Board of Education

11 Quarterly Report October—December 2017 Appendix A: Partner List

87. Greenwich Chamber 139. Norwalk Community Technical of Commerce College 88. Hartford Adult Educa- 140. Norwalk Housing Authority tion Center 141. Norwalk Transit 89. Hartford Foundation 142. NWCC Center for Workforce for Public Development Giving 143. Office of Policy and Management 90. Hartford HealthCare 144. Office of the Attorney General System Support Office 145. Office of the Secretary of the State 91. Hartford Hospital 146. Office of the State Comptroller 92. Hartford Steam Boiler 147. Oracle Corporation 93. HARTransit 148. Paier College of Art 94. Henkel Corporation 118. MassMutual 149. Paradigm Property Management 95. Hispanic Advisory Council of Greater 119. Medtronic 150. People Friendly Stamford Stamford (HACGS) 120. Middlesex Community College 151. People's United Bank 96. Homegoods Distribution 121. Middlesex Community College - 152. PEP - Lacey Manufacturing 97. Homes For the Brave Meriden Campus 153. Pitney Bowes-Danbury 98. Hospital for Special Care 122. Middlesex Hospital 154. Porter & Chester Institute (Branford) 99. Housatonic Community College 123. Middlesex Hospital Shoreline Medi- 155. Porter and Chester Institute (Enfield) 100. IFG Companies (Guilford Specialty cal Center 156. Porter and Chester Institute Group) 124. Middletown Area Transit (Stratford) 101. IRS 125. 157. Porter and Chester Institute 102. Jackson Laboratory 126. Mitchell College (Waterbury) 103. Job Corps (Hartford) 127. Mohegan Sun Casino 158. Pratt & Whitney - Middletown 104. Job Corps New Haven 128. Mystic Marriott Hotel & Spa 159. Pratt and Whitney 105. Jones Lang Lasalle Americas 129. Naugatuck Valley Community 160. ProHealth Physicians 106. JP Svendsen Insurance Agency College (Danbury) 161. Prudential (Hartford) 107. Kaman 130. Naugatuck Valley Community 162. Quinebaug Valley Community 108. Key Bank - New Haven College (Waterbury) College 109. Knights of Columbus 131. Naugatuck Valley Council of 163. Quinnipiac University 110. Konica Minolta Business Solutions Governments 164. Quinnipiac University - North Haven 111. Law offices of John Andreini 132. Naval Submarine Base New London Campus 112. Lawrence + Memorial Hospital 133. New Britain CT Works Center 165. Radiall USA Inc. 113. Lincoln Life Insurance/Freemont 134. New Britain Downtown District 166. Reckson/SL Green Group Management 135. North East Transportation Co. 167. Saint Francis Hospital 114. Lockheed Martin 136. Northeastern Connecticut Chambers 168. Sea Corp 115. Lower Connecticut River Valley of Commerce 169. SeeClickFix Council of Governments 137. Northwest Hills COG 170. Shipman & Goodwin 116. Manchester Community College 138. Northwestern CT Community 171. Siemens Healthcare Diagnostics 117. Marcus Partners Mgmt. College 172. Siemon Company

12 Quarterly Report October—December 2017 Appendix A: Partner List

206. UConn Hartford 207. UConn Health Center 208. UCONN Waterbury 209. United Bank 210. United Illuminating 211. United States District Court: District of Connecticut 212. University of Bridgeport 213. University of Connecticut (Storrs) 214. University of Connecticut-Stamford 215. University of Hartford 216. University of New Haven 217. University of Saint Joseph 218. University of St. Joseph School of Pharmacy 219. Valley Transit District 220. Veterans Affairs Connecticut Healthcare System (Newington) 173. Society for Human Resource 188. Sun Life Financial 221. Veterans Affairs Connecticut Management 189. Tauck Tours Healthcare System (West Haven) 174. South Central Regional Council of 190. The Business Council of Fairfield 222. Voya Governments County 223. vRide 175. 191. The Hartford 224. Waste Management 176. Southeastern Connecticut Council of 192. The Kennedy Center, Inc. 225. Waterbury Hospital Governments 193. The Watermark at 3030 Park 226. Wesleyan University 177. Southern Connecticut State 194. The Workplace 227. West Hartford Health and Rehab University 195. Three Rivers Community College 228. Western Connecticut State 178. Southwest Community Health Cen- 196. Town Green Special Services District University ter 197. Town of Farmington 229. Western CT Council of Governments 179. St. Mary's Hospital 198. Town of Greenwich 230. Windham Region Transit District 180. St. Vincent's College 199. Town of Windsor 231. Wiremold/Legrand 181. St. Vincent's Medical Center 200. Travelers 232. Workers' Compensation 182. Stamford Chamber of Commerce 201. Trinity College Commission 183. Stamford Downtown Special Ser- 202. Triumph 233. Yale University vices District (SDSSD) 203. TSKP Studios 234. Yale-New Haven Hospital 184. Stanley Black & Decker 204. Tunxis Community College 235. YMCA Greater Hartford 185. Stone Academy (East Hartford) 205. U.S. Department of Housing and 186. Stone Academy (Waterbury) Urban Development 187. Stone Academy (West Haven)

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