CCT Hi-Tech Getting Closer: Easier & Customer Friendly

SEPTA CCT is rapidly moving into the “hi-tech” world of communications. And that’s good news for customers who use CCT Connect for some or all of their transportation needs. The multi-million dollar project means new scheduling software, new mobile data terminals (MDT), automated vehicle locators (AVL) with a global positioning system (GPS) and interactive voice recognition telephone software (IVR). Those terms sound confusing, but they’re not. But first, a little history about the project.

In 2003, SEPTA decided to make much needed improvements to its outmoded CCT communications system. This includes the radio frequencies CCT staff uses to communicate with drivers; the MDT hardware used to track when drivers pick up and drop off customers; and the software used to reserve, schedule and monitor rides. After engaging the services of a consultant, the 17.8 milliondollar project was finally given a “go” in 2005.

“A project like this takes time,” Manager of Technical Analysis, Richard D. Krajewski explained. “Before we can actually put the plan into operation, there is so much that goes into the planning process, such as determining what our existing systems can and can’t do, what we want our new system to do, and how we are going to pay for it. (The project is totally funded by the federal and state government.) It’s long and tedious. But I’m sure that the final result will be great for everyone involved.”

When fully operational, the system will enable customers to make reservations, cancel rides, and check on scheduled rides via their computers or telephones. Imagine everything at the touch of your finger.

It’s going to make things easier for the staff and operators too. Upgrading the scheduling system will provide more accurate travel times based on known detours, construction sites, etc. Upgrading the MDT system will enable dispatchers and drivers to communicate one-on-one through a “touchscreen” set-up.

In addition, we can practically eliminate “guessing” where the driver is and how long it will take the operator to reach his/her pickup/ drop-off locations. The AVL system will help dispatchers monitor rides via the computer, eliminating the need to call the driver to find out where he/she is. And the GPS system will give drivers turn-by-turn directions – no more lost drivers!

But the IVR system is the most exciting part. “This will give our customers so many options when it comes to making reservations,” Krajewski beamed. “A customer can use the automated voice recognition system to make reservations, check on the status of a ride and much more,” he added. “You don’t have to speak to anyone (if you don’t want to). Customers will be able to book rides through the website, too. We aren’t getting rid of reservationists. You can still speak to someone for the ’personal touch’ if you need to.”

Krajewski said some of these items will be tested later this year and that it will be ready for customers to use by the Fall of 2009. Given the choice, what technology will you use to reserve, check on and cancel rides? Let us know by completing the survey on page 5.

To acquaint customers with the IVR, the website (www.septa.org) and all the other upgrades being made to provide the best service possible, CCT staff will be visiting centers and agencies throughout its service area. If you would like to host a visit or suggest a site, call CCT Customer Service at 215-580-7145, weekdays from 8 AM to 4 PM.