As part of our initiative to find new ways to capture and elevate mobility on-demand (MOD) drivers’ voices, we are pleased to share the perspective of Tyronne Harrell, from MV Transportation, a driver for GoWake SmartRide NE in Northeast Wake County, NC.
Nikki Abija from the Wake County Department of Health and Human Services sat down with Tyronne to get his perspective on what it’s like driving for GoWake SmartRide NE.
Please introduce yourself.
My name is Tyronne Harrell, I work for MV Transportation, and I am a driver.
Tell us about your experience driving for transit services.
It’s been quite an experience, one I truly enjoy. At first it was a little different, but I was used to the format of microtransit. That experience, in advance, helped make my transition a lot easier.
How do you feel about driving for microtransit?
I love it. I love it. I love the different challenges. Since I wasn’t familiar with this, there was a little bit of a challenge to learn about it, to educate myself about it, and the effect on the community as well.
Microtransit services incorporate new app-based technologies for booking and dispatching. Was there a learning curve in dealing with this new technology?
It wasn’t a learning curve, because it’s on the Uber platform, and I’ve used Uber before. I did want to make sure I was correctly doing everything. Once I got familiar with it, then I was able to go ahead and master it pretty good.
What challenges did you experience when moving from fixed-route service to on-demand microtransit?
From fixed to how it is now – on-demand – it wasn’t much different, not to me. It’s just a matter of me being in a new area. Because where the microtransit is now, I wasn’t used to the area. But that’s the only nervous hiccup I had. Besides that, it was pretty smooth.
What have been the main challenges of interacting with the apps or technology?
There are a few things I can see that could help make it better for the driver. The area. Besides little hiccups, little problems.
What have been the most helpful features of the app or technology for your work?
Definitely when I saw that they added the telephone to it. Once I get to a location and the customer hasn’t come out, then I am able to give them a phone call. That is the number 1 – very important. I want to give everybody the opportunity to make sure they get to the bus.
They gave me feedback saying they were glad that I called them, because a lot of times it hits the automatic message; sometimes they were tied up doing something. Every now and then I would use the beeper. It would put it in reverse and make the loud noise: “beep, beep, beep, beep” to call them. But if that didn’t work, I thought maybe I had better call them. They were appreciative.
Does the microtransit app offer you the opportunity to provide feedback?
On some things it does, I suppose. Like, it will pop up if you’re ok, so that’s the type of feedback. But as far as interactions, it does. We can rate our customers. Like what kind of experience we had. Five stars on down to one. So it does give us that possibility of giving certain feedback. Sometimes you want just a little bit of space so you can type in a little something extra, but it’s all good.
From your perspective, what is the impact of your service on the community you serve?
I get so much feedback, especially dealing with the customers, and my whole rapport with them, conversation and everything. They are always appreciative of the service, very thankful. Especially the elderly people. A lot of times, we don’t realize what kind of impact we make in the community, especially in dealing with rural areas. When you get the feedback from the people, you realize that a lot of them aren’t coming out of their house much. But now, they have a sense of independence. They are appreciative, and they are so thankful.
Do you have any customers that have stuck out to you?
I got a whole bunch of them. On a good note. “Hey Tyronne,” I’m always saying it, so they want me to throw up a little bar in there about them. Or they will say “we’re happy to see you,” that type of thing. So they constantly give me feedback. I love them all.
Can you share a specific anecdote of your interactions with riders?
You get a chance to just hear so many problems. They constantly bring stories to you. Nothing wrong with listening in your ear and staying focused. But they come and tell you different things. You try your best to encourage them, but for the most part, I always try to end it on a good note, like “have a great day!” or “be careful going down, watch that step, it’s a little funny now. Go sideways!” [Laughs] That’s the type of stuff I do, because I don’t need somebody falling or having an accident. I say “take your time, watch that step,” because the 7000 series steps are steeper, so if you’re not careful, you’ll automatically assume you can get down easy, but that’s not always the case. You could take a little slip. So I always say “be careful,” warn them in advance. Especially on rainy days. If you have little slippery shoes on, if you don’t have soles on the bottom. So I’ll come out and say “hold on, don’t move, I’m coming around.” and I’ll go around and make sure I’m right there for them. In the night, don’t matter about the rain. All day safety.
Have you used the service as a passenger?
I haven’t, but I would love to. The chance to just be able to experience the ride for myself, as the customer would see, possible improvements – because sometimes you can learn a lot just in the ride, and you might see something. So I would love to view it as a passenger. Especially when the customer might ask you a question, you’d gather all this intel, so it’s a learning point, too.
From your role ‘on the ground’ driving for a microtransit service, have you noticed any issues that the service planners might not have anticipated? If so, how have you been able to work with your team or managers on changes or solutions?
I really haven’t encountered much. If I happen to notice something, I’ll bring it to the attention of my general manager, CJ, and he’ll jump right on it. But for the most part, it’s been pretty good. if I was to state one recommendation, I think I mentioned this before but when they add a trip in, or a trip comes in, I could be right here picking up somebody. But when they’re at a certain trip and they want me to leave this spot, don’t pick this person up, and go maybe 10 miles away to go pick the other person, and then come back. Sometimes that’s a flaw, because I could pick up this person here, by the time I go pick up this person over here, I’m right there to drop that person off that I picked up from here. But they don’t have a button there to say “hey, I picked this one up early.” So I would love to see that. That would be very helpful.
Has the app or technology changed your interactions with dispatchers. If so, how?
Yeah, I don’t talk to him much. Everything is right there that I need. I’m handling situations pretty much myself. If I have any problems, I just go to my GM or something, But for the most part, I can handle it.
In cases where the on-demand app does not provide accurate directions for pick-up or drop-off points, what do you do?
Well one of the things I did was, because sometimes it happens when it starts raining or is cloudy. The thing will start spinning a whole lot so one of the things, if I don’t already know where they live at, I use my secondary and I get the address for that person. I use my secondary to get to my destination until my system kicks back in.
In your experience, does the app fully account for the time a passenger may take to board and get off the vehicle? If it takes longer than expected, how do you handle it?
One of the ways – if they take past three minutes, I use the beeping sound to give them a warning. Or sometimes I’ll get out and give them a courtesy ring of the doorbell, and say “hey, in case you’re not aware, you’ve only got three minutes. I need to go because I’ve got more customers.” They’ll come out. So that’s what I do.
What challenges have you encountered operating passenger service during COVID-19?
I’m just making sure that the bus was disinfected. Disaffected, masked, all the necessary tools that we needed to wear during that time of COVID. I kept my bus wiped down, especially when I didn’t have a trip in between trips. I have a professional can of Lysol, so I would go and spray the seats right quick, especially the handles that everybody’s got to grab. I spray all that down, wipe it down real quick, and hopefully, I finished by the time my next ride comes up. They had the little cages with the door and everything, and then the seat behind me was blocked off. The rest of the seats were open, but the one directly behind me was blocked. Also, I had my little bubble.
If you are in charge of sanitizing vehicles to protect against COVID-19, how do you account for the time spent sanitizing?
Utilities is where they actually clean the bus. They don’t want to clean the bus in the afternoon when we bring it in. But during the time that I had the bus, in between customers, I would take it upon myself to make sure I was steady sanitizing it. Because you’ve still got people coming in and going out, so I took it upon myself to make sure that they were sanitized for the benefits of the customer. Make sure you do it with a paper trail. Accountability status; make sure it’s getting done. But that’s how I always account for it.
On-demand services usually have an expectation of picking up a rider within 15 minutes (or so) of when the ride is requested. What affects your ability to deliver service within that timeframe?
Once again, weather plays a part. And with the bypass that’s around the area, if they have accidents, it’s a major backup everywhere. Traffic is totally different, so it takes a longer time to get through the city. And so that’d be the biggest factors that I could see. Unless the system starts having hiccups again, that takes a little time too, because sometimes it does that, like I said there earlier. It’ll do that. But just work through it, just be more cautious in driving and tell them we’ll be there soon. Or I send them a message, send them text message: “on my way.” It’s already populated, so I just hit that and say “I’m on my way soon,” then, boom, send it to them and when they get on, I say “did you get my message?” “Yeah.” I think when you keep them informed, it lessens the tension.
Is there a disconnect between expectations and reality on the ground? If so, how do you address those situations?
I don’t think so. I think it’s good.
From your perspective, how could the service quality be improved?
Just that one little thing I noted, to repeat. They can add just that one line, the knowledge that I picked this person up early. It’ll make it a whole lot easier, because if that’s not there, then I’ll swipe it once I pick up the other person, but then I like to make sure that everything is adequate and timely, but if they can just add that one part, that’d be good.
Last stop: Is there anything else you would like to share about your experience driving microtransit service?
I love it. If they can just send some little tips to me [laughs]. Dollar signs [laughs]. Send it to me, thank you! But that’s pretty much it.
Bringing MOD drivers’ experiences to the forefront of MOD conversations adds a valuable perspective that can make for better systems for passengers, operations staff, planners, dispatchers, and drivers alike. Thank you to Tyronne Harrell and Wake County for helping share this story.
For more information on GoWake SmartRide NE, check out our case study on the Mobility Learning Center.
Our effort to capture drivers’ stories is ongoing, and could use your help! If you are a transit agency or operator of mobility on demand services and would like to participate in this project, contact us at mic@sharedusemobilitycenter.org for instructions and interview questions.
If you have any questions or suggestions, please email us at mic@sharedusemobilitycenter.org.