SmartMove Taxi Dispatching System

SmartMove Taxi Dispatching System
Base Operator Training (Part 2) May 2017 This presentation covers aspects of the booking client software apart from the booking form.

Part 1 Areas, streets, and place names Part 2 Address qualifiers
Part 3 Model bookings Part 4 Recurring bookings Part 5 Lost property Part 6 Status displays Part 7 Managed bookings Part 8 Mapping Part 9 Faults 2

Area Names Use the F11 key to manage areas, streets and places.
Area name is the name used by a customer. If there is only one town then it is perfectly acceptable to have only one area name. e.g. ORANGE Area names are not expected to be the same as zone names. The zone for a job is determined using the location learnt for the given address + area name. If using automated bookings then you really need to check the pronunciation of each name. 4

Street Names It doesn't really matter if people use the wrong area name. The NSW call centre address could be given as 31 Peisley Street Orange or 31 Peisley Street Warrendine - SmartMove will learn the location for both. If a job is being allocated to the wrong zone it is because SmartMove has learnt the wrong location. Use the Address Management section of the website to fix. 5

Place Names Place names are used to identify a place without using a street name. Note that the same place might appear with different names e.g. COLES LIQUOR LAND and LIQUOR LAND. That is not a problem. Don’t want operator to have to remember how it has been entered. 6

Address Qualifiers Link information to an address Notes for operator
Notes for driver Automatically set attributes Can apply to area, street or place Added / edited from Manage Addresses F11 Examples … Address qualifiers let you trigger an action when a particular address is entered. 8

Address Qualifiers – Operator Notes
If ‘Arrowtown’ used as a destination then display a note to the operator Result ‘Manual’ — note disappears if selection made or when booking completed or cancelled One possible action is to have a message displayed to the operator. 9

Address Qualifiers – Booking Attributes
‘Automatically apply’ — attribute is set automatically without the operator needing to do anything (marked with light blue border on booking form) A second possible action is to set an attribute in the booking 10

Address Qualifiers – Driver Notes
A third possible action is to set the driver notes in the booking. Driver note ‘Manual’ Operator must add note (append option) 11

Address Qualifiers – Options
Force selection Operator must perform action before alert is dismissed Automatically apply Applied to booking automatically not applicable for operator notes Manual Nothing happens unless operator applies change You can control whether the action happens automatically and whether the operator must do something. 12

Model (Template) Bookings
Normally used when passenger has special requirements Linked to phone number and/or account number Can be created at time of booking Model bookings are normally used with recurring (repeat/permanent) bookings. May also be used when a caller has a regular, complicated booking. The model booking will be listed on the pop-up. Model booking appears as a choice on the screen-pop 14

Recurring bookings First stage is to create a model booking of type “recurring” that is to be copied. 16

Recurring bookings Next you fill in the details for when you want the booking to occur. Can be weekly, fortnightly, or every few days. 17

Recurring bookings – using diaries
The diary manager is used to include or exclude days for bookings. Always have public holidays. Can add others. See next slide for an example of where a diary should have been used. 18

Recurring bookings Use diaries Keep them up to date
Use diaries to make sure bookings aren’t generated when they aren’t required. Need to keep diaries up to date. 19

Lost Property Record Name Phone number Booking number OR date/time
Notes Notes on item(s) lost Driver can record items found Drivers can report property that has been found. Use F12 to record property reported lost. Management of lost property is on the website. 21

Vehicle Status Shows status of car Letters use for other information
The letters in the status column give more information about the vehicle. The flyover describes the status in a more readable form. Letters use for other information 23

Dispatch Queues Columns
Right click on queue header to select the content You can control what information is displayed in each of the queues. 24

Combined Queue File/Settings Select queues to be in combined queue
You can create a new queue that combines some of the other queues. Need restart. Get combined queue 25

Managed Bookings 1 When ‘tight’ control is required
The managed bookings page is for jobs that you want to monitor more carefully. Typically used for wheelchair or silver service bookings. 27

Managed Bookings 2 Estimated job time ** Buffer at start *
Buffer for drop off * Estimated travel time from previous drop off Each entry in the grid has estimated times for travel time, job time, and post-job time. If there is a possible clash it is shown in red. Possible clash * Configurable ** Calculated using configurable average speed 28

Managed Bookings 3 Step forward 24 hours Start now Step back 24 hours
Select attributes e.g. WAT Save changes Clear changes You can select which jobs show on the managed bookings page and the time period of interest. Adjust scale 29

Mapping Map updates more frequently if mouse is moved over map.
Click on a vehicle to find out more about that vehicle. Can overlay zones. Can filter cars displayed. 31

No connection to internet
Can you use anything else, eg Google? Jobs can be entered but need to be activated when connected Software will reconnect automatically Do not close. Limited manual dispatch First check that internet is working. If it isn’t then the problem isn’t with SmartMove. Try resetting the ADSL modem and/or switch to alternative provider. DON’T PANIC. If internet is not working operator can still enter jobs. They will sit in pending queue as inactive jobs – they need to be activated when connection is restored. If outage is extended it is possible to manually dispatch work and record jobs as being completed. 33

Car is not getting work Is car configured with the correct attributes?
Has the driver turned off one of the attributes in the car? Is the car connected? (not showing nc) Is the car in the correct zone? i.e. is GPS working? (letter g NOT present) Has the driver registered for cover? (letter r present) Are the layers set correctly? If a driver complains about not getting work there are various possible explanations. 34

Dispatching problems Use send logs in client software to report the fault We get copy of what is on the screen Give a clear and concise description of the problem CAN YOU CHECK CAR 23 IN BATHURST Answer: No If car is not connected there is almost nothing we can do. Computer is slow. Should have at least 1GBy of memory (recommend 4GBy) + large screen. If you think there is a problem you can send logs to SmartMove for investigation. You must tell us what the problem is. We can’t investigate generic complaints such as “it doesn’t work”. 35

Slow communication / losing connection
Problem is almost certainly caused by problems with mobile phone network. Try switching to alternate carrier Antenna may not be tight If problem persists, try a better antenna May have problem with SIM cards. Need to return main screen – VERY RARE If the driver is complaining about poor connections then switch the provider. After that need to investigate fault. 36

SmartMove Taxi Dispatching System

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