Background. Demand-response transportation (DRT) systems are under increasing pressure to improve performance because of increased demand for service and financial constraints. Improving DRT performance requires understanding the characteristics of DRT services and the factors that affect performance. 

Assessing and improving performance of DRT systems is complicated because there are many types of DRT systems, and the performance of DRT systems is influenced by many factors--both controllable and uncontrollable. Controllable factors are those within the DRT operator's domain, such as service policies (e.g., pickup time windows, maximum allowed onboard time, and curb-to-curb versus door-to-door service); fleet mix (e.g., vehicle capacity, vehicle design, and fleet size); trip-scheduling method (i.e., the extent to which it produces viable and efficient vehicle routes and schedules); dispatch control method (e.g., re-scheduling late trips and making use of capacity in the event of late cancellations and passenger no-shows); and driver and dispatcher training. Uncontrollable factors include physical and geographical factors (e.g., size of service area and geographic barriers, such as bridges); service type (e.g., ADA complementary paratransit service versus other demand-response services); and passenger demand.

Objective. The objective of this research is to develop a guidebook for measuring, assessing, and improving the performance of demand-response transportation (DRT) systems. The methods presented in the guidebook should address the diversity of DRT services, service areas, and passengers. The guidebook should identify the important controllable factors that affect DRT performance and should include methods based on reliable data and meaningful measures that allow relevant assessments of performance over time and across DRT systems.

Status. The project is completed and the report has been published as TCRP Report 124.   A second phase to this project (TCRP B-31A, Guidebook for Measuring, Assessing, and Improving Demand Response Transportation in Rural Areas) focusing on rural transit was funded by the TOPS Committee in October 2006 and completed in 2009.  This project produced TCRP Report 136.