Job expansion : an additional benefit of a computer aided dispatch/automatic vehicle locator (CAD/AVL) system

Stearns, Mary D. · 2000 · ROSA P / ITS America

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Summary

This paper examines the human factors and operational impacts of implementing a Computer Aided Dispatch/Automatic Vehicle Locator (CAD/AVL) system at the Denver Regional Transportation District (RTD). The system, fully operational in 1996, was originally intended to upgrade communication, improve safety, and monitor schedule adherence. Contrary to the initial expectation that the technology would reduce the need for street supervisors, the study found that the CAD/AVL system led to "job expansion," increasing both the number and variety of duties for dispatchers and street supervisors, thereby enhancing their effectiveness and autonomy. The research, conducted by the Volpe National Transportation Systems Center with support from the Federal Transit Administration, utilized comparative data from 1992 (pre-implementation) and 1996 (post-implementation). The analysis focused on changes in work procedures, workload, and communication patterns for two key groups: dispatchers at the central control center and street supervisors in the field. The CAD/AVL system provided real-time vehicle location via GPS, added radio channels to alleviate congestion, and equipped street supervisors with Mobile Display Terminals (MDTs) for direct data access. The findings reveal significant shifts in operational roles. For dispatchers, the system increased communication volume and complexity. The dispatch staff grew by 22%, and dispatch hours increased by 46%. Dispatchers spent more time communicating with bus drivers and less time on paper entry. The nature of calls shifted; requests for policy information and passenger connections doubled, as drivers realized they could reliably reach dispatchers. A new supervisory position was created to handle administrative "playback" requests for route performance data. For street supervisors, the workforce size remained stable despite service expansion. However, their duties expanded significantly. Using MDTs, supervisors accessed real-time schedule data directly, reducing the need for manual route checks. Instead, they increased personal contact with bus drivers and took on more varied field tasks, such as managing detours and responding to incidents with greater independence. The study concludes that the introduction of information technology in transit operations yielded unanticipated benefits by enhancing employee resources and autonomy. Rather than replacing staff, the CAD/AVL system made coordination more effective, leading to increased demand for coordination roles and a higher level of service for riders. The results parallel broader economic trends where IT increases worker autonomy and can expand employment by making coordination less expensive and more valuable. The paper highlights that accurate, real-time information transformed dispatchers and supervisors into more effective, informed members of the transit management team.

Key finding

The implementation of CAD/AVL technology expanded the duties of dispatchers and street supervisors by increasing communication volume and granting field staff greater autonomy through real-time information access.

Methodology

naturalistic

Provenance

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• teleoperation remote driving