Norstan Voice Response System Designed to Improve Service to TransLink Customers - Government Activity

Edge: Work-Group Computing Report, Feb 21, 2000

TransLink, the Regional Transportation Network of Greater Vancouver, has awarded Norstan Canada, Ltd. a $1.1 million contract to design and install an integrated voice response system to serve customers traveling on public transit in the region. The new system will answer all calls and provide customers with scheduling, trip planning, fares and other travel information, 24 hours a day, seven days a week.

"This is one of the primary things we need to do if we're going to make it easier for people to choose transit over single occupant vehicles for their daily commute," said TransLink Board Chair George Puil. "Interactive voice technology is not only a way to improve significantly the level of service we provide, it will also provide the kind of information many people have told us they need in order to consider transit a viable option," he added.

Wayne Dale, TransLink customer service manager, said, "This investment in technology represents part of the `quantum leap' TransLink needs to ramp up its public information capabilities quickly. Other steps will include offering trip planning on the company's web site. After evaluating several solution providers of interactive voice response systems, we chose Norstan because of its extensive IVR experience, the features it offered and its local presence and reputation for responsive service."

Dale noted that the new system will serve two million residents of Greater Vancouver. "Once it is installed and supporting our bus operations, we expect the same concept and efficiencies to be extended to our other transportation subsidiaries," he said.

At the heart of the new system is an IVR from InterVoiceBrit of Dallas, Texas that offers a conversational menu of options to meet the needs of customers. Callers simply say key words such as "fares," "schedules" or "trip planning" to quickly receive appropriate information. Another feature allows customers to "barge in" with a voice request to quickly override the menu options to get to their area of interest immediately. The new system will handle up to five million calls a year, virtually eliminating busy signals or wait time.

"TransLink, The Regional Transportation Network was launched in April 1999 to meet the current and future needs of Greater Vancouver. Its goal is to provide a locally controlled, integrated and environmentally sensitive transportation system. TransLink oversees the planning, service levels, budgets and financing of subsidiary companies and programs. Subsidiaries include buses, SeaBus, SkyTrain, West Coast Express and transit contractors such as HandyDART and West Vancouver's Blue Bus System. Programs include AirCare. The programs embrace all forms of transportation, including trip reduction programs, transit priority, cycling paths, road networks ferries and bridges, HOV lanes, car/van pools and cycling programs.

Norstan, Inc. is a leader in technology services providing information technology, convergence, networking and communication systems solutions to business clients worldwide. Headquartered in the Twin Cities, Norstan's sales and consulting service offices are located in 80 cities throughout North America and Europe. Through its operating units Norstan is a single source provider for leading-edge technology solutions, world-class technology services and competitive financial offerings as a single-source provider. For more information visit Norstan's web site at www.norstan.com.