Service that Customers Enjoy
Whether a rider is heading to work, attending a concert, meeting friends for dinner, or traveling to a medical appointment, they want transportation that is easy-to-use, affordable, safe, reliable and comfortable. They also want to know what to expect—when the driver will arrive, how much it will cost, and how long the trip will take.
High quality service not only means happier customers. It means more commendations and fewer complaints, fewer negative social media posts, fewer letters to elected officials, and less time spent by everyone trying to do damage control. And when the service costs no more than, or potentially less than, traditional paratransit or dial-a-ride services, satisfied customers can lead to direct cost savings as well.
Recognizing the importance of high quality service, American Logistics is able to partner with you to develop a MOD program that can include any or all of the following service attributes:
- Service can be made available in any area and at any time of the day or night.
- Customers can book a trip online or by phone on an immediate basis or anywhere between one hour and several weeks in advance.
- Customers can book just about any type of trip imaginable: a one-way trip, a round trip, a recurring trip, a trip with a will-call return, or a trip with a short stop along the way.
- Customers can choose their preferred provider for any trip, and customers can switch providers at any time.
- Customers who need a wheelchair-accessible vehicle can request one.
- Customers can monitor the status of their trips online or using our community-branded mobile app.
- Customers can pay for their trips online using a credit/debit card, with an electronic check (ACH) or from a prepaid account which they can establish online. Some providers may also permit their drivers to accept payment at the time of travel.
Accessibility and Equity for All
We understand that when we are standing in your shoes, we are responsible for serving all of your residents, regardless of race, ethnicity, gender, gender identity, age, disability or any other attribute. Recognizing this requirement, we have designed our services to be accessible and equitable for all people. Here are some of the steps we take within each project to ensure equity and accessibility for all people.
- We design a transportation provider network that is able to meet the needs of all riders, regardless of where and when they need to travel.
- We are able to design a transportation provider network that includes a mix of vehicle types as well as ADA-compliant wheelchair-accessible vehicles (WAVs). Our goal is that any rider is able to receive and experience service in the same way as any other rider. Typically, our provider network includes TNCs, taxicab companies, non-emergency medical transportation providers and companies operating WAVs.
- We partner with our providers to ensure that they implement policies, [procedures and training that promote accessible and equitable service and a culture of acceptance and inclusion for all riders.
- We offer both telephone-based and online tools for managing all aspects of service.
- Our customer-facing websites and mobile apps are designed to comply with all applicable accessibility guidelines, including mobile app developer standards and web accessibility guidelines published by the Worldwide Web Consortium (W3C). Our online portal currently meets WCAG 2.1 Level AA Success Criteria as adopted by the W3C in 2019.
- Our Customer Service Center is able to assist customers who speak English or Spanish at all times, and we use Google translation services in order to assist other customers. We also use the 711 Relay Services for the deaf and hard of hearing.