Ecolane Helsinki Facts

FACTS FROM HELSINKI PARATRANSIT SERVICE Paratransit Service

• 0.7– 1 million trips / year • 30,000 – 40,000 trips / month booked through the system • 15,000 – 30,000 trips / month booked from supplementary taxi fleet • 12,000 eligible customers

Service Types

• Accessible 25% • Ambulatory 75%

Service Area

• 600 sq miles • Population 1 million • Urban to suburban area

“We are extremely satisfied with the quality of Ecolane DRT software and flexibility of Ecolane. Ecolane’s dedication to continuous improvement of service enables us to strengthen our strategy in public sector services.” Kenneth Grönroos, Director, Public Sector Services, TDC Song Inc.

Zero Denial Service

• 24 / 7 / 365 availability in full service area • Customers can make trips anytime to anywhere in the service area

“Ecolane DRT delivers unparallel productivity with over 96% on-time performance”

Booking Times

Jarmo Räihä, General Manager, Paratransit Services, City of Helsinki

• 30% of trips booked < 1 hour in advance • 40% of trips booked 1 – 16 hours in advance • 30% of trips booked over 16 hours in advance

Flexibility

• Pick-up time has to be given during the ordering call • No call backs • For the pick-up confirmation a message is sent automatically to the customer 5 minutes before promised pick-up • Negotiated time can differ from requested • Max 20 minutes (+/-) (ambulatory) • Max 10 minutes (+/-) (accessible) • Trip Duration maximum twice the duration of a direct trip • Average trip length 6 Miles

Dedicated Fleet

• 60 accessible vans with Ecolane MDTs and AVL • Fee 190 – 250 USD / day fixed fee / van • Plus 4.80 USD / trip • Plus 0.60 USD / each mile driven

Overflow and Reserve Taxi Fleets

• 60 accessible vans with Ecolane MDTs (with AVL) • 1,200 taxis • Real-time two-way communication interface • Route requests with real-time monitoring

Integration to Fixed Line Public Transit

• Real-time 100% automatic trip planning to public transit • 1,400 busses • Commuter train, Metro and Tram system

Productivity

• Average trip cost 20 – 30 USD (dedicated fleet) • No-Shows 0.5% • Trip Cancellations < 8% • 40 – 50 % of trips are shared* • Helsinki set a benchmark of 20% shared rides • More than double as compared to the service replaced

* Productivity limited by Helsinki Paratranist service (flexibility) rules and eligibility policies that allow 15% of all trips to be restricted from ride-sharing

On-time Performance

• Over 96% less than 10 minutes late (on-time) • Over 99% less than 20 minutes late

Software Reliability

• 99.9% service availability • Less than 0.01% unscheduled downtime • Less than 0.1% scheduled downtime

Customer Calls

• 35,000 calls / month • Average call hold time less than 20 seconds • Average call duration 2 minutes

Reservation Center (24/7/365)

• Customer service agents (peak time): 15 • Supervisors: 3 • Schedulers: 0 • Dispatchers: 0 • Shared Call Center (inbound / outbound)

Ecolane Finland, Inc. • Tekniikantie 14 • 02150 ESPOO, Finland • Phone +358 9 2517 2916 • WWW.ECOLANE.COM