Page 13 System Design Document
SDD Version 4.0 13 ARC SGT SDD>
SGT was designed to meet the transportation needs of human service transportation clients such as
Veterans, military families, elderly, disabled, other transportation disadvantaged.
SGT is a trip planning system designed to meet the transportation needs of human service clients
including veterans, military families, elderly, disabled and other transportation disadvantaged groups. It:
▪ Provides unified trip planning for public, private and volunteer services;
▪ Works on computers, tablets, and smartphones;
▪ Is tailored to an individuals’ trip planning needs; and
▪ Empowers call center staff to deliver improved services.
Veterans and their families are often in need of transportation services to enable them to attend medical
appointments, receive physical therapy or mental health counseling, seek jobs or education, and access
various veterans and related community services. Some veterans and family members have disabilities –
mental, physical, or developmental – that exacerbate the challenge of obtaining these services.
Numerous other populations experience similar challenges, including the elderly, transit-dependent
populations, and other nonveterans with disabilities.
SGT enables these target populations to quickly and easily identify the most appropriate options for
making a particular trip, evaluating and identifying options that include fixed-route transit, demand-
responsive transit (DRT), taxi and other private transportation services, paratransit, volunteer
transportation service networks, carpools, and vanpools. 1-Click also provides call center or social service
agency staff with a single, centralized source of this information to use on behalf of their clients.
SGT tailors trip plan options to the needs, preferences, and schedules of each individual, based on
factors such as Medicaid eligibility, veterans’ transportation eligibility (which depends on Veteran status
and trip purpose), age, physical mobility limitations, and other preferences regarding tradeoffs of time,
cost, and convenience.
SGT also stores data that can be used to generate a variety of reports on system usage, mobility impacts,
trips planned and made, and unmet transportation needs.
2.2.1 Proposed Solution - Statement of Need
The current solution does not provide call center operational support nor does it provide the ability to
coordinate other regional call centers and transportation resources. The solution must be extended to
support these functional needs. The proposed system will dramatically improve call center operations,
regional coordination, and, most importantly, the customer experience. Customers will be able to plan
and reserve transportation online. Transportation providers will be able to connect to the one click
system in real time to schedule the trip. Operations will have the ability to assign trips and to monitor
performance in real time. Automated scheduling and routing will be available to optimize transportation
resources. Automate dispatching tools will be available to the call center and to providers. This will
create a single coordinated system for HST and demand response transportation. Transportation
Network Companies (TNC) will also be integrated into the solution for a true multi-modal application.
Transportation data analytics will be available at a regional level. Ultimately, the proposed system will
execute the intended vision and requirements of a “one click” mobility management solution.
2.3 Stakeholder Roles/Responsibilities/Concerns
System design can cross many different groups within an organization to ensure requirements are
gathered and met for all stakeholders. As such, the roles and responsibilities section may be necessary
to provide the team with clarification on who performs various roles. This section also serves as a list of
points of contact for the team and stakeholders should issues and concerns arise which need to be
addressed.
Regional Stakeholders
1. ARC Aging and Disability Resource Connection (ADRC)
2. ARC Transportation Access and Mobility Services Division