Challenge

Campus OnDemand services exist to reduce walking after dark and minimize unsafe travel alternatives. When wait times get too long, riders don’t use the service, leaving them with risky options like walking alone or relying on personal vehicles.

Impact

Unmanaged wait times can create a cycle of declining use and shrinking service:

• Riders lose trust and stop booking trips.
• Complaints increase, causing tension among agencies, partners, and students.
• Persistent delays hurt service growth and funding viability.

Solution

Proactive tools prevent long waits and maintain trust in your service. Agencies need technology and practices that identify wait issues early and respond quickly.

1. Real-Time Wait Monitoring

See when estimated wait times exceed your set threshold—before riders are impacted.

• What it does: Flags rides likely to breach your target time.
• Why it matters: Early alerts let dispatchers adjust in real time.

2. Post-Event Visibility

Understand and explain what happened when riders report long waits.

• What it does: Consolidates historical wait data in one view.
• Why it matters: Clear records help resolve rider complaints and inform improvements.

3. Trend and Capacity Insights

Track wait time trends to spot future fleet needs.

• What it does: Detects patterns of demand exceeding supply.
• Why it matters: Supports planning for peak periods and fleet growth.

Workflow

• Who uses it: Dispatchers monitor alerts daily. Managers review reporting weekly.
• When: During live service for prevention; after service hours for review and planning.
• What changes: Less guesswork, faster response, better rider experience.

Impact Summary

• Protects rider safety by keeping service reliable.
• Reduces rider frustration and call volume.
• Maintains trust between agency, students, and partners.
• Helps agencies plan for growth and funding with data.