Dial-a-Ride calls on mobile

Devices will enable drivers to receive automatic bookings

Transport for London (TfL) is planning to issue mobile devices to its Dial-a-Ride (DaR) drivers who provide door-to-door transport services for elderly and disabled people.

The devices will enable the drivers of the organisation’s 350 vehicles to communicate immediately with a centralised call centre and receive automatic bookings and schedules.

DaR general manager Paul Blackwell says the system will also pinpoint the location of vehicles that in total can make up to 30,000 pick-ups a day.

‘DaR services have historically been localised as they were originally established by local charities,’ he said. ‘Bookings are recorded manually and drivers provided with a booking sheet each day detailing pick-up and drop-off times and locations.

‘Drivers rely on mobile phone calls and text messages for updates or amendments to their schedule or to let the control centre know of any delay.’

The devices will provide a direct, two-way messaging system between drivers and the control centre, which has recently been centralised to electronically record bookings and schedules, says Blackwell.

‘The major benefit will be improved efficiency,’ he said. ‘If a driver is delayed, taking longer than expected to help a passenger to board or alight, or because of local traffic conditions, the control centre can be informed and amend the schedules.

‘DaR services could also become more like taxi services, with drivers given the details for only one or two jobs in advance, rather than a full day.’

The devices will connect with DaR’s booking and scheduling system, and could also include satellite navigation. The five-year contract is expected to cost between £700,000 and £1.5m.

Gartner analyst Mike Williams says mobile devices can cut the amount of paper needed for booking information and reduce errors found in paper processes.

‘Many companies are increasingly using mobile devices for dispatch and management of vehicles, as it is more difficult in urban areas to control the location of vehicles because of issues such as congestion,’ he said.

‘Pinpointing a vehicle’s location is valuable for customer service and security.’

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