WEBVTT

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[music]

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All right, folks. Good afternoon and

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thank you so much for being here. My

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name is Robert Romero. I'm the

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operations manager for all paratransit

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services, customer service, dispatch,

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and uh the fleet. So, um we're really

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excited to see everybody. Um, and you

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know, the big thing is is I want to talk

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a little bit more about spare. Um, I'm

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sorry, a little bit more about Rideco.

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My apologies. And, uh, exactly why we're

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going in this direction. We definitely

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listen to your comments. We took your

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feedback. We monitored the call center

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to understand what your needs are. We

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look at PTAB and every little bit bit of

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feedback that you provided, we went

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ahead and said we need to find the right

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solution. So just like a year ago when

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we updated our call tree and made it

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easier to make a reservation and wait

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less time on hold, this is going to help

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make your lives a lot easier in the same

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way. So I just want to share a lot of

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enthusiasm about what this app will

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bring to the paratransit community. Um

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so you're going to have more predictable

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rides. Uh the big thing is is you will

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be able to see where your ride is

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existing, how far away it is. You'll be

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able to plan that on your own. you will

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have a very clear vision of what your

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window times and pickups are. And so

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that'll be very exciting for you because

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you won't be questioning what's going on

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and having to pick up that phone left

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and right. Now, while we love you

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calling the call center and we're always

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more than happy to assist you, we also

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feel like helping you be empowered will

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give you more access and the experience

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that you really, really need. Um,

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so there's going to be lots of

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opportunities for our Sunban riders to

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learn about the app. We are going to

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cover a lot of that information. Our

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next presenter will be Sam Moffet. He's

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been one of our key players from Ride Co

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that's been really supportive in helping

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to train our staff. He spent weeks and

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countless hours with us to make sure

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we're ready to go and deliver you a

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product that is um you know seamless for

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for everything that you need from your

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transportation needs. Um

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so we'll also have the uh workshop

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recorded and on the web page to outline

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the steps to use this new software. So

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if you guys have any additional

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information uh or any additional

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requests on how you'd like to receive

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information, definitely let us know. um

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we can talk about that one-on-one after

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Sam's presentation. Um and then also um

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while we are doing our presentation with

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Sam um please hold your question and

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answers till the end of the presentation

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and uh we'll be happy to answer your

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questions there. We will also be hosting

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another tutorial at the next PTAB

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meeting on November 18th at 4:00 p.m.

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And that meeting takes place here and is

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available through Zoom. And if you have

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any questions regarding how to access

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that meeting, feel free to ask us after

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the uh tutorial presentation from Sam

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Moffett. Um, so I think that's all I

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have to say for right now and I'll be

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back with you in a bit and I'm going to

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go ahead and hand it over to Sam.

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>> So,

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I need you to have the best and the

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rest.

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>> Got it. Cool. All right. Um, hello

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everyone. Uh, yeah, thank you for having

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me here today. Uh, as Rob mentioned, my

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name is Sam. Uh, I'm here from Radco.

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Um, and, uh, I get to the pleasure of

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working with transit agencies kind of

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across the US to, uh, deploy programs

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like this. Uh, I know I was asked today

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to go through everything in detail uh,

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on screen in case uh, some folks in the

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audience can't see it. Uh, I'm actually

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low vision myself. So when I'm directing

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Rob what to do on the screen, um, I can

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read the big Rideco up here, but the

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other small text I can't read myself

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either. Um, and so because of that, you

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know, transit is something that's really

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important to me, too. Um, and uh, really

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it makes my job all worthwhile when I

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get moments like this, when I get to

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come and interact with those of you who

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are using the app. So I'm excited today

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to go through um, a number of different

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things. Rob, if you go to the next slide

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here, we'll have the agenda for today.

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Um, just really quickly at the

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beginning, we'll do some background on

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RideCo. Um, and then we're actually

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going to pull up the the city website

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and the um booking page and do uh a live

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demo of what exactly that looks like

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when you're booking your own rides or

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tracking your own rides and what that

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means. Um, so if you go on to the next

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slide here, um, so you've heard a bit

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about RADCO. Um we work with many

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agencies near a hundred different

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agencies throughout the US and Canada um

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in order to provide software for their

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on demand transit systems. That's both

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microransit like your ride connect

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service here as well as paratransit. Um,

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we work with Philadelphia, with Houston,

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with San Antonio, Riverside, California,

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and we're working now with New York City

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in order to set up paratransit services

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for their citizens so that just like

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you, um, they'll be able to book and

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manage their own rides and not have to

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rely on a call center or just obscure

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information about where their van is.

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Um so with that background um I actually

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want to uh escape out of the uh the

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presentation here and we'll move on to

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the uh next tab to the the right here.

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Uh and if you scroll up to the top uh

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just so everybody can see what this uh

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web page is. Um so this is the city's

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website. Uh you can get here just

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exactly as Leslie mentioned earlier um

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by uh going to the um abqride.com

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uh and you'll find on that homepage a

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link to this page. Remember that the

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branded service name for this app is go.

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Go includes both ride connect services

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and sunb services. So wherever you see

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go on the city website that's where

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you'll go in order to find out

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information about this this web page

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here. Um, if we gradually scroll down,

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it has all of the information that you

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need about this upcoming change. So, you

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can find out things about the timeline

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here, um, where to download the app, uh,

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and how to book rides. So, if you

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continue to scroll down the page, we're

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going to stop at a section that says

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getting started.

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Um, all right. So, this here covers all

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of the information about how you can

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book a ride. If you forget anything that

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we covered today, you all have your

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handouts. Um, I know also that

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reservations will be happy to walk you

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through that. And also, if you scroll

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slightly down farther, there is a video

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on this site um, covering some generic

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information about how to book a ride as

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well. So, all of that information is

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here at your fingertips. Um, but in this

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section right above that at the getting

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started section, um, you see in the last

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bullet point there, it says that there's

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multiple ways to book your ride. So, you

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can now download an app on your phone,

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whether that's a Google Android phone or

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an iPhone, um, and have that information

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at your fingertips, have that live

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vehicle location while you're outside

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waiting for the van. But if smartphones

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aren't your thing, no worries. You can

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also do that online. Um, so you can do

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it from a desktop computer. It'll be the

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same thing. It'll look exactly the same.

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Um, and if neither of those are your

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thing, then you can still call into the

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call center. We're not changing that.

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We're not getting rid of that. Um, so

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that information will be um, exactly as

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you do now.

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So, we're actually going to do our demo

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today with the website page. So, if you

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do prefer booking by website, this is

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exactly what that will look like. Um,

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I'm going to have you right click on

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that uh book online, Rob, and just open

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it in a in an incognito tab just because

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I want to show you what it looks like

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when you go to sign in um without

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actually needing him to uh know and type

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in my password.

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So, this is the landing page. This is

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exactly what it will look like when you

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go to take control of your account. Um,

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and what I mean by take control of your

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account is, as you know, Sunban, you

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need to be eligible for the service. you

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need to go through that eligibility

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process. We're not changing that. We're

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generally not changing any of the

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policies that you're familiar with with

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SunVan today. So, you still need to go

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through that process in order for your

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Sunvan eligibility to be linked to the

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account on this website. Um, what we'll

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need you to do is have an email on file

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with uh ABQ.

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So, you may already have that or that

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may be something that you can provide to

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them uh in advance of this launch

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because we're still getting all of your

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data and things up to date. Um,

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reservations will be taking those calls

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after November 10th. So, on that same

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day that you can begin booking rides in

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the software. You can also call in, make

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sure that you have a functioning email

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on file and then you'll be able to log

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in and take control of your account.

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Don't have an email? Don't want to do

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that? No worries. you can call the call

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center. It's not going to break for you.

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If you want to take control of your own

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bookings, this is how you would do that.

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Um, so you've called into the call

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center um and gotten your your email on

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file. Uh, what you'll do is come to this

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page and you'll click sign in.

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And um, we're not going to create an

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account here. So, Ride Connect

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passengers, this is what they would do.

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But because we need to tie your

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eligibility information to your account,

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we need you to log into the account that

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um reservations has on file for you. So

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what you'll actually click is forgot

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password. So if you click on forgot

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password,

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uh you would then type in that same

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email that you give to reservations.

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You will get you will receive an email

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with a link um to reset your password

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and to be able to log in. So that's the

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process that you would go through to

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take control of your own account um and

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take control of your own bookings.

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>> If we get past this stage, so now you've

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reset your password and you're able to

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log in. Um we can take a look at what

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that looks like. So Rob, you can X out

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of this page

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and go to the next tab to the right.

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Great. So, um, you've had your email on

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file with customer service. You've

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clicked forgot password. Uh, you've

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gotten that link. You've clicked it. And

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now you've logged in. This is exactly

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what it will look like. So, this is a

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map- based interface. You can already

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see on the highlighted orange area is

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the sun van service area. The two darker

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colored regions within the service area.

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Rob, if you just kind of want to pan the

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math around a little bit. Um, are the

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Ride Connect service areas. So, it

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should be pretty immediately visible

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what type of ride you can take in what

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zone. Um, and you as a Sunburn passenger

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will see both ride connect options and

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Sunban options in. So, that's something

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that's important to know if you're

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booking rides.

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Um, again, we're not changing any of the

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policies here. If you are booking uh a

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ride, you can book up to 5 days in

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advance, and you need to book um at

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least one day in advance for any same

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day bookings or for any will call trips.

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Those will still go through the call

00:11:35.360 --> 00:11:38.720
center. So, you'll still need to call

00:11:36.720 --> 00:11:40.240
the call center for those type of trips,

00:11:38.720 --> 00:11:43.760
but you'll still be able to track your

00:11:40.240 --> 00:11:47.040
rides using this software.

00:11:43.760 --> 00:11:49.040
Um so um some of you may be familiar

00:11:47.040 --> 00:11:50.480
with uh using Uber Lift and this

00:11:49.040 --> 00:11:52.399
interface should be very similar.

00:11:50.480 --> 00:11:53.519
There's a couple of additional pieces of

00:11:52.399 --> 00:11:56.959
information that we'll need to know

00:11:53.519 --> 00:11:59.360
here. Um so to start off with um in the

00:11:56.959 --> 00:12:02.079
center of the page uh there's all the

00:11:59.360 --> 00:12:04.959
information that we need. Um there's a

00:12:02.079 --> 00:12:09.160
box where it asks for your origin. Um,

00:12:04.959 --> 00:12:09.160
so Rob, if you click on that box

00:12:11.040 --> 00:12:14.800
exactly there and if you click on it,

00:12:13.200 --> 00:12:18.000
um, this will allow you to type in an

00:12:14.800 --> 00:12:19.440
address, uh, or a location. Um, so if

00:12:18.000 --> 00:12:21.120
you know the name of your doctor's

00:12:19.440 --> 00:12:22.959
office, but you don't know the exact

00:12:21.120 --> 00:12:24.560
street address, this is powered by

00:12:22.959 --> 00:12:27.920
Google. So if Google knows about it,

00:12:24.560 --> 00:12:30.399
then the then we know about it.

00:12:27.920 --> 00:12:32.079
>> Exactly. Yeah. So you know the hospital,

00:12:30.399 --> 00:12:34.000
but you don't know the the exact

00:12:32.079 --> 00:12:35.680
address, you can type that in here. So,

00:12:34.000 --> 00:12:41.399
I had already pre-filled in Walmart, but

00:12:35.680 --> 00:12:41.399
if you just type in Walmart, um Rob,

00:12:46.079 --> 00:12:49.200
>> buying one.

00:12:47.279 --> 00:12:51.600
>> Um, then it's going to pull up all of

00:12:49.200 --> 00:12:53.040
the Walmarts that it knows about. Uh,

00:12:51.600 --> 00:12:54.320
but it's important that you select the

00:12:53.040 --> 00:12:56.800
right Walmart. So, let's say we know

00:12:54.320 --> 00:13:00.600
it's the Walmart on Sage Street. on. So,

00:12:56.800 --> 00:13:00.600
if you just type in Sage,

00:13:01.440 --> 00:13:05.200
uh, now it should have pulled up and and

00:13:02.959 --> 00:13:07.920
again, I can't read that, but it should

00:13:05.200 --> 00:13:09.279
have pulled up uh the Walmart on Sage

00:13:07.920 --> 00:13:10.560
Street. And because Google knows a

00:13:09.279 --> 00:13:12.240
couple different locations there, it's

00:13:10.560 --> 00:13:13.680
going to give you the option for the

00:13:12.240 --> 00:13:15.279
Walmart pharmacy or the Walmart

00:13:13.680 --> 00:13:17.440
neighborhood market. You know, a couple

00:13:15.279 --> 00:13:18.880
different uh entrances there. But why

00:13:17.440 --> 00:13:22.279
don't you click on uh Walmart

00:13:18.880 --> 00:13:22.279
neighborhood market.

00:13:22.560 --> 00:13:26.240
Great. So, now that's selected as the

00:13:24.320 --> 00:13:28.000
origin location.

00:13:26.240 --> 00:13:31.519
Uh for the drop off location, you do

00:13:28.000 --> 00:13:34.720
exactly the same thing. Um but uh Rob,

00:13:31.519 --> 00:13:36.880
if you kind of just click on the map uh

00:13:34.720 --> 00:13:39.440
the map interface.

00:13:36.880 --> 00:13:42.240
Um and let's click kind of right by

00:13:39.440 --> 00:13:44.880
where it says uh Albuquerque. Um if you

00:13:42.240 --> 00:13:46.399
want to just click right by. So now it

00:13:44.880 --> 00:13:48.079
pulls up a menu and it says, would you

00:13:46.399 --> 00:13:50.079
like to set this as your origin or drop

00:13:48.079 --> 00:13:52.000
off location? So there's a couple ways

00:13:50.079 --> 00:13:55.279
to set this. You can type in the address

00:13:52.000 --> 00:13:57.120
or you can type in um the the store

00:13:55.279 --> 00:13:58.720
location, but you can also just click on

00:13:57.120 --> 00:14:00.560
the map if you know exactly where it is

00:13:58.720 --> 00:14:03.199
you want to go in the city and set that

00:14:00.560 --> 00:14:04.800
as your pickup or drop off. There's one

00:14:03.199 --> 00:14:07.440
additional way, which is that if you're

00:14:04.800 --> 00:14:09.440
booking from your smartphone, um you can

00:14:07.440 --> 00:14:10.800
it will know your location. So, you can

00:14:09.440 --> 00:14:13.440
just have it pick you up from where

00:14:10.800 --> 00:14:15.519
you're at right now and it will know um

00:14:13.440 --> 00:14:17.040
that that's where you want to go. Um, so

00:14:15.519 --> 00:14:19.199
if you're at your home booking your ride

00:14:17.040 --> 00:14:21.279
for tomorrow, um, it can have that

00:14:19.199 --> 00:14:23.519
pre-filled out for you. So go ahead and

00:14:21.279 --> 00:14:26.480
select that as the uh the destination

00:14:23.519 --> 00:14:31.079
there, Rob.

00:14:26.480 --> 00:14:31.079
Oops. I think we set that as the origin.

00:14:31.600 --> 00:14:35.920
Uh, so leave that as the origin and then

00:14:34.079 --> 00:14:38.800
click on destination. And let's just

00:14:35.920 --> 00:14:43.240
type in uh Albuquerque uh transit

00:14:38.800 --> 00:14:43.240
facility or transit office.

00:14:54.079 --> 00:14:58.000
And then I think you can uh select the

00:14:56.560 --> 00:15:01.399
one of the ones that came up. You might

00:14:58.000 --> 00:15:01.399
have to go back.

00:15:03.199 --> 00:15:06.480
You have to click on that. Sorry, I

00:15:04.880 --> 00:15:08.240
needed to get that close to see it. Uh

00:15:06.480 --> 00:15:10.560
you can click on that. That works. So we

00:15:08.240 --> 00:15:12.160
uh found the the transit center here. So

00:15:10.560 --> 00:15:14.480
origin and destination is only one piece

00:15:12.160 --> 00:15:16.240
of the information that we need to know.

00:15:14.480 --> 00:15:18.320
This next bit of information is

00:15:16.240 --> 00:15:20.320
different than Uber or Lift. So makes

00:15:18.320 --> 00:15:21.920
sense to pay attention to when you book

00:15:20.320 --> 00:15:24.000
an Uber or Lift. You're booking that

00:15:21.920 --> 00:15:26.240
entire car.

00:15:24.000 --> 00:15:28.000
>> But with Sunan, this is a shared ride.

00:15:26.240 --> 00:15:30.320
So we need to know how many passengers

00:15:28.000 --> 00:15:31.920
are traveling just like when you call

00:15:30.320 --> 00:15:33.839
reservations now and and need to give

00:15:31.920 --> 00:15:35.519
that information. So Rob, if you click

00:15:33.839 --> 00:15:37.120
on the little icon there that looks kind

00:15:35.519 --> 00:15:39.680
of like a person and it has a one next

00:15:37.120 --> 00:15:43.040
to it, um this is how you can tell us

00:15:39.680 --> 00:15:45.040
how many people are traveling. So um

00:15:43.040 --> 00:15:46.560
just as with when you talk to San Vano,

00:15:45.040 --> 00:15:48.639
these options up here should be pretty

00:15:46.560 --> 00:15:50.959
familiar to you, but we'll need to know

00:15:48.639 --> 00:15:53.040
what type of space you need on the

00:15:50.959 --> 00:15:57.120
vehicle so that we send the appropriate

00:15:53.040 --> 00:15:59.839
vehicle. So, um, your Sunvan account, we

00:15:57.120 --> 00:16:02.079
will know what type of devices you

00:15:59.839 --> 00:16:04.720
usually travel with. But if there's a

00:16:02.079 --> 00:16:06.000
change, um, then we need to know if

00:16:04.720 --> 00:16:08.160
you're traveling in your wheelchair

00:16:06.000 --> 00:16:10.160
today, but you usually use your walker,

00:16:08.160 --> 00:16:12.240
we need to know that today you need a

00:16:10.160 --> 00:16:14.160
wheelchair space on the bus. So, always

00:16:12.240 --> 00:16:16.959
good to click on this and just confirm

00:16:14.160 --> 00:16:18.399
that the correct information is here.

00:16:16.959 --> 00:16:22.399
We're also not changing any of the

00:16:18.399 --> 00:16:24.160
policies here. So, um, you need to, uh,

00:16:22.399 --> 00:16:25.839
let us know if you have a companion

00:16:24.160 --> 00:16:28.240
traveling with you or a personal care

00:16:25.839 --> 00:16:29.680
attendant. And the Sunban rules that

00:16:28.240 --> 00:16:31.199
apply in terms of the number of

00:16:29.680 --> 00:16:33.920
passengers that you can bring on board

00:16:31.199 --> 00:16:35.440
with you aren't changing. Um, but you'll

00:16:33.920 --> 00:16:36.079
just need to provide that information in

00:16:35.440 --> 00:16:38.160
here.

00:16:36.079 --> 00:16:40.240
>> So, can I ask a question?

00:16:38.160 --> 00:16:42.480
>> U, let's hold questions to the end and

00:16:40.240 --> 00:16:44.160
we'll come back to it. Um, but yeah, I'm

00:16:42.480 --> 00:16:46.000
sure that there are many questions. So,

00:16:44.160 --> 00:16:50.000
yeah, remember it. We'll know to come

00:16:46.000 --> 00:16:52.000
back to the passenger totes. Um,

00:16:50.000 --> 00:16:54.320
all right. So, um, let's just leave it

00:16:52.000 --> 00:16:57.120
as one general ambulatory passenger for

00:16:54.320 --> 00:16:59.519
now and, uh, click okay.

00:16:57.120 --> 00:17:01.519
Um, next, we'll need to know what time

00:16:59.519 --> 00:17:03.279
this rad should be scheduled for. So,

00:17:01.519 --> 00:17:05.039
Rob, if you click on the time there in

00:17:03.279 --> 00:17:08.799
the middle.

00:17:05.039 --> 00:17:10.720
Um, here you can select the time uh, of

00:17:08.799 --> 00:17:12.959
day that you wish to travel. Uh, so

00:17:10.720 --> 00:17:15.600
it'll default to the current time. Uh,

00:17:12.959 --> 00:17:17.199
but uh, you're booking Raj for tomorrow

00:17:15.600 --> 00:17:19.039
or for the next 5 days. So, you'll want

00:17:17.199 --> 00:17:22.480
to be sure that you set this correctly.

00:17:19.039 --> 00:17:25.760
Um, I'll point out just one small detail

00:17:22.480 --> 00:17:28.559
here. Um, to the left of where the time

00:17:25.760 --> 00:17:30.080
is, there's a little clock. Um, and if

00:17:28.559 --> 00:17:32.559
you click on that, that just slightly

00:17:30.080 --> 00:17:34.480
changes the interface. If there's, um,

00:17:32.559 --> 00:17:36.559
if one is easier for you than the other

00:17:34.480 --> 00:17:39.039
method, one you can scroll, one you can

00:17:36.559 --> 00:17:42.480
type. Uh, so if you have difficulty

00:17:39.039 --> 00:17:43.919
scrolling, you can type it in instead.

00:17:42.480 --> 00:17:45.520
Uh, but let's go with that time. Let's

00:17:43.919 --> 00:17:48.000
confirm it clicking on the button on the

00:17:45.520 --> 00:17:48.000
right.

00:17:48.880 --> 00:17:51.440
Um, and then the next piece of

00:17:50.240 --> 00:17:53.280
information we'll need to let the system

00:17:51.440 --> 00:17:54.799
know is what day you want to travel. So,

00:17:53.280 --> 00:17:57.760
just to the right of where the time is,

00:17:54.799 --> 00:17:59.919
you can pick uh click on where it says

00:17:57.760 --> 00:18:01.760
today or tomorrow. If you click on that,

00:17:59.919 --> 00:18:03.679
it brings up a menu and you can select

00:18:01.760 --> 00:18:05.120
from a couple different options. So, we

00:18:03.679 --> 00:18:08.160
want to book a ride for tomorrow. So,

00:18:05.120 --> 00:18:12.280
let's uh click that option.

00:18:08.160 --> 00:18:12.280
Now, we'll click find rides.

00:18:15.679 --> 00:18:20.960
So, what the system has done now is look

00:18:18.400 --> 00:18:22.799
for capacity tomorrow. Um, so we

00:18:20.960 --> 00:18:24.960
actually had to load in some fake driver

00:18:22.799 --> 00:18:26.720
shifts for tomorrow uh to trick it into

00:18:24.960 --> 00:18:28.480
thinking that there will be some sun van

00:18:26.720 --> 00:18:31.520
shifts out there on the software

00:18:28.480 --> 00:18:34.080
tomorrow. So, it's looking um at all of

00:18:31.520 --> 00:18:36.640
the information that we talked about, uh

00:18:34.080 --> 00:18:38.559
traffic, vehicle availability, where

00:18:36.640 --> 00:18:40.720
every single other ride is going that

00:18:38.559 --> 00:18:42.720
day to determine what options to present

00:18:40.720 --> 00:18:45.280
to you so that this ride is

00:18:42.720 --> 00:18:46.960
pre-negotiated and fits into a schedule.

00:18:45.280 --> 00:18:48.799
When you select a ride here, it

00:18:46.960 --> 00:18:50.640
immediately goes onto a driver itinerary

00:18:48.799 --> 00:18:52.960
and that ride is confirmed for that time

00:18:50.640 --> 00:18:54.799
that you've selected.

00:18:52.960 --> 00:18:56.799
Um, but it's also presented a couple

00:18:54.799 --> 00:18:58.400
options for us here. So Rob, scroll down

00:18:56.799 --> 00:19:01.360
and we can see a couple different ride

00:18:58.400 --> 00:19:05.520
cards. Um

00:19:01.360 --> 00:19:08.640
because uh you have this uh 30 minute

00:19:05.520 --> 00:19:12.000
pickup window. Um we know that if you

00:19:08.640 --> 00:19:16.320
search for a ride at 12:45, for example,

00:19:12.000 --> 00:19:18.240
um the pickup window of 12:45 to 1:15

00:19:16.320 --> 00:19:20.799
may be convenient or it may be more

00:19:18.240 --> 00:19:24.000
convenient to travel um have that pickup

00:19:20.799 --> 00:19:25.120
window be 12:15 to 12:45. The system's

00:19:24.000 --> 00:19:26.480
going to show you a couple different

00:19:25.120 --> 00:19:28.640
options here. It's going to show you

00:19:26.480 --> 00:19:31.039
first the option that it thinks best

00:19:28.640 --> 00:19:32.559
suits the time that you requested. Uh,

00:19:31.039 --> 00:19:34.320
and then it's going to show you a couple

00:19:32.559 --> 00:19:36.559
options that are a bit farther away from

00:19:34.320 --> 00:19:38.559
that time just in case that better meets

00:19:36.559 --> 00:19:40.080
your needs.

00:19:38.559 --> 00:19:42.480
Something that's really important to pay

00:19:40.080 --> 00:19:45.679
attention to here is the arrive before

00:19:42.480 --> 00:19:48.240
time on the right hand side. Um, so you

00:19:45.679 --> 00:19:50.640
see the pickup window, 30 minutes. Um,

00:19:48.240 --> 00:19:52.320
and then there's the arrive before time.

00:19:50.640 --> 00:19:53.919
This is essentially a guaranteed time

00:19:52.320 --> 00:19:56.000
that you'll arrive at that destination

00:19:53.919 --> 00:19:57.520
by. So if you're going to something

00:19:56.000 --> 00:20:00.640
important,

00:19:57.520 --> 00:20:02.640
then make sure that this time is before

00:20:00.640 --> 00:20:03.520
that important thing happens,

00:20:02.640 --> 00:20:05.213
>> right?

00:20:03.520 --> 00:20:05.919
>> Um,

00:20:05.213 --> 00:20:09.360
[clears throat]

00:20:05.919 --> 00:20:11.520
as we get more passengers on board uh

00:20:09.360 --> 00:20:13.440
and uh make the service run more

00:20:11.520 --> 00:20:15.120
efficiently, it may be that the vehicle

00:20:13.440 --> 00:20:17.520
needs to pick up one other person or

00:20:15.120 --> 00:20:19.840
something along the way. uh and so it

00:20:17.520 --> 00:20:21.679
may take slightly longer than a direct

00:20:19.840 --> 00:20:23.440
trip from your home to this destination.

00:20:21.679 --> 00:20:24.720
So always pay attention to that arise

00:20:23.440 --> 00:20:28.400
before time and make sure that that

00:20:24.720 --> 00:20:30.000
works for you. If it doesn't um you can

00:20:28.400 --> 00:20:32.640
select one of the other ride card

00:20:30.000 --> 00:20:36.960
options here

00:20:32.640 --> 00:20:39.120
or um at the top just next to um the

00:20:36.960 --> 00:20:42.159
name there's a little back button and

00:20:39.120 --> 00:20:44.720
I'll have rout click that now

00:20:42.159 --> 00:20:46.720
and let's take a look at the time again.

00:20:44.720 --> 00:20:48.880
Uh so if you click on the time in the

00:20:46.720 --> 00:20:51.200
middle

00:20:48.880 --> 00:20:53.200
at the top of this window, you can

00:20:51.200 --> 00:20:56.320
switch from pickup time to arrive by

00:20:53.200 --> 00:20:57.679
time. Uh so go ahead and do that. And

00:20:56.320 --> 00:20:59.679
now we're looking for a ride that

00:20:57.679 --> 00:21:01.280
arrives at that time. So if you're

00:20:59.679 --> 00:21:03.120
booking for a doctor's appointment or

00:21:01.280 --> 00:21:06.240
anything like that, this may be more

00:21:03.120 --> 00:21:07.679
convenient for you to book in this way.

00:21:06.240 --> 00:21:08.320
>> Or if you have to be at church in a

00:21:07.679 --> 00:21:10.159
certain time,

00:21:08.320 --> 00:21:12.400
>> if you have to be at church or anywhere

00:21:10.159 --> 00:21:15.120
else at a certain time. So go ahead and

00:21:12.400 --> 00:21:17.039
just accept this. Um, and we'll do the

00:21:15.120 --> 00:21:20.360
search again. Um, so we get back to the

00:21:17.039 --> 00:21:20.360
ride card.

00:21:21.520 --> 00:21:25.360
Uh, great. It generated a couple options

00:21:23.440 --> 00:21:28.400
for us. Uh, go ahead and click on the

00:21:25.360 --> 00:21:29.840
top one.

00:21:28.400 --> 00:21:32.080
Uh, so this is now going to just bring

00:21:29.840 --> 00:21:34.240
up a quick summary of the trip. Um, we

00:21:32.080 --> 00:21:37.280
can see both the pickup uh, origin and

00:21:34.240 --> 00:21:38.960
destination on here. Uh we ended up uh

00:21:37.280 --> 00:21:41.440
just booking a trip that's really close

00:21:38.960 --> 00:21:44.320
together, but you'll see the full map of

00:21:41.440 --> 00:21:45.679
the journey that you'll be taking. Um

00:21:44.320 --> 00:21:47.200
and you should just check all these

00:21:45.679 --> 00:21:50.240
details and make sure that they work for

00:21:47.200 --> 00:21:52.799
you. Um so it has both your pickup uh

00:21:50.240 --> 00:21:55.200
address, your drop off address, and the

00:21:52.799 --> 00:21:57.039
time for each of those locations.

00:21:55.200 --> 00:21:58.960
Remember for this pickup window, this 30

00:21:57.039 --> 00:22:00.640
minute pickup window, that the van can

00:21:58.960 --> 00:22:02.559
show up at any time within that window,

00:22:00.640 --> 00:22:03.840
and you should be ready to get on board.

00:22:02.559 --> 00:22:05.919
All right,

00:22:03.840 --> 00:22:08.919
>> go ahead and click next at the bottom

00:22:05.919 --> 00:22:08.919
there.

00:22:09.440 --> 00:22:15.120
>> So, there's one more step. The ride is

00:22:12.640 --> 00:22:16.640
not booked yet. Um, [clears throat]

00:22:15.120 --> 00:22:18.559
really important to make sure that you

00:22:16.640 --> 00:22:20.080
get through this entire process. I know

00:22:18.559 --> 00:22:22.400
I myself was booking a doctor's

00:22:20.080 --> 00:22:23.760
appointment two weeks ago. I didn't get

00:22:22.400 --> 00:22:24.960
through the confirmation page and I

00:22:23.760 --> 00:22:26.880
showed up at the office and was like,

00:22:24.960 --> 00:22:28.559
"Oh, oops." So, you always want to get

00:22:26.880 --> 00:22:30.559
to the confirmation page here and this

00:22:28.559 --> 00:22:32.159
is not it yet. This is just one last

00:22:30.559 --> 00:22:34.960
chance for you to add some additional

00:22:32.159 --> 00:22:36.559
details to your ride. So, um there's a

00:22:34.960 --> 00:22:38.400
button there that looks like a little

00:22:36.559 --> 00:22:40.159
kind of pen and pencil that says add

00:22:38.400 --> 00:22:41.679
pickup notes or add special

00:22:40.159 --> 00:22:43.520
instructions.

00:22:41.679 --> 00:22:46.320
And this brings up a text box where you

00:22:43.520 --> 00:22:48.159
can add additional notes for the driver.

00:22:46.320 --> 00:22:50.240
So, some of you may have these notes

00:22:48.159 --> 00:22:52.080
already applied to your account. Um, but

00:22:50.240 --> 00:22:54.559
if there's anything specific for this

00:22:52.080 --> 00:22:56.640
ride that the driver needs to know, um,

00:22:54.559 --> 00:22:59.200
for example, a gate code to get into

00:22:56.640 --> 00:23:01.039
your facility or something like that,

00:22:59.200 --> 00:23:02.480
you can add that here. Um, or if you

00:23:01.039 --> 00:23:03.679
just want them to look out for you and

00:23:02.480 --> 00:23:05.440
tell them that you're wearing a blue

00:23:03.679 --> 00:23:07.120
jacket today, you can also write that

00:23:05.440 --> 00:23:09.039
here. It's going to pop up. The driver

00:23:07.120 --> 00:23:11.520
will see that um, and know to look for

00:23:09.039 --> 00:23:13.360
that. Let's, um, we won't add one right

00:23:11.520 --> 00:23:15.280
now, so you can just, uh, click, uh,

00:23:13.360 --> 00:23:16.880
cancel to close that. But, let's go

00:23:15.280 --> 00:23:18.320
ahead and book the ride. So, at the

00:23:16.880 --> 00:23:21.679
bottom here, there's a button that says

00:23:18.320 --> 00:23:24.000
to book the ride.

00:23:21.679 --> 00:23:26.080
Now, we get the confirmation.

00:23:24.000 --> 00:23:27.919
So, until you get this confirmation,

00:23:26.080 --> 00:23:30.159
your ride hasn't finished booking. So,

00:23:27.919 --> 00:23:31.840
always important to get through here.

00:23:30.159 --> 00:23:36.159
Now, this gives us a couple additional

00:23:31.840 --> 00:23:37.919
options uh at the bottom. Um we can uh

00:23:36.159 --> 00:23:39.679
what I want to point out though is that

00:23:37.919 --> 00:23:44.000
there's a button that says book return

00:23:39.679 --> 00:23:47.000
trip. Um what that does is if you click

00:23:44.000 --> 00:23:47.000
that

00:23:49.280 --> 00:23:52.960
takes you back to the booking page,

00:23:50.880 --> 00:23:54.400
flips the origin and destination

00:23:52.960 --> 00:23:56.480
automatically. You'll just need to

00:23:54.400 --> 00:23:58.240
adjust the time uh to make sure that

00:23:56.480 --> 00:23:59.120
that return trip time is when you would

00:23:58.240 --> 00:24:01.520
want to travel.

00:23:59.120 --> 00:24:03.200
>> Track.

00:24:01.520 --> 00:24:05.679
>> So, that's how to book a ride, but let's

00:24:03.200 --> 00:24:07.679
go over how to track a ride. So, on the

00:24:05.679 --> 00:24:10.080
left hand menu here, Rob, if you go over

00:24:07.679 --> 00:24:13.039
to my rides or my journeys is what it's

00:24:10.080 --> 00:24:15.600
called. Here, you can see your upcoming

00:24:13.039 --> 00:24:17.440
and past rides. So, at the top there's a

00:24:15.600 --> 00:24:19.679
a little button that says upcoming and

00:24:17.440 --> 00:24:21.520
past, and it'll have a list of each of

00:24:19.679 --> 00:24:24.720
the rides that you have booked that are

00:24:21.520 --> 00:24:27.120
upcoming or that you've taken recently.

00:24:24.720 --> 00:24:29.120
Um, you can see quickly where that ride

00:24:27.120 --> 00:24:32.320
is to and from, you can see the pickup

00:24:29.120 --> 00:24:34.640
window. Um, and the drop off time. And

00:24:32.320 --> 00:24:36.400
if you click on the button on the right,

00:24:34.640 --> 00:24:37.600
Rob,

00:24:36.400 --> 00:24:41.559
>> carry.

00:24:37.600 --> 00:24:41.559
>> Yep. Sorry. View details.

00:24:42.000 --> 00:24:47.840
This now um is where you would be able

00:24:44.559 --> 00:24:49.520
to track your ride.

00:24:47.840 --> 00:24:52.799
So, because we're continuously

00:24:49.520 --> 00:24:55.520
optimizing service here, um we don't

00:24:52.799 --> 00:24:59.120
assign a driver until about 15 minutes

00:24:55.520 --> 00:25:00.880
or so um before your pickup window. So,

00:24:59.120 --> 00:25:03.840
if you come in here about 15 minutes

00:25:00.880 --> 00:25:05.919
before your pickup, um then you'll see

00:25:03.840 --> 00:25:07.840
the information populated here. Right

00:25:05.919 --> 00:25:11.200
now, it just says driver details not

00:25:07.840 --> 00:25:13.440
available. So, um, 15 minutes or so

00:25:11.200 --> 00:25:16.159
before pickup, that will change. It's

00:25:13.440 --> 00:25:20.320
going to say that it's driver, uh,

00:25:16.159 --> 00:25:22.159
Sergio from, uh, ABQ ride, and it will

00:25:20.320 --> 00:25:23.679
give the van number that he's in as

00:25:22.159 --> 00:25:25.520
well.

00:25:23.679 --> 00:25:28.159
On the map at the top here, you would

00:25:25.520 --> 00:25:29.919
then see an additional, um, icon, uh,

00:25:28.159 --> 00:25:33.600
which would show on the map where that

00:25:29.919 --> 00:25:36.000
vehicle is, and there would be an ETA up

00:25:33.600 --> 00:25:39.360
there that would be the estimated exact

00:25:36.000 --> 00:25:41.200
time of your pickup. However, that ETA

00:25:39.360 --> 00:25:43.520
can change and you're still expected to

00:25:41.200 --> 00:25:45.520
be ready any time within that 30 minute

00:25:43.520 --> 00:25:47.919
window. Um, but that just gives you a

00:25:45.520 --> 00:25:49.360
bit of additional insight.

00:25:47.919 --> 00:25:50.880
>> So that way if you need to take an

00:25:49.360 --> 00:25:51.840
elevator to get downstairs, you have

00:25:50.880 --> 00:25:53.360
time to do it.

00:25:51.840 --> 00:25:54.880
>> Exactly. You'll have insight into where

00:25:53.360 --> 00:25:56.960
the vehicle is when it's a couple blocks

00:25:54.880 --> 00:25:57.679
away and you can uh take that elevator

00:25:56.960 --> 00:26:00.080
down.

00:25:57.679 --> 00:26:02.000
>> Yeah. I'm just using as an example. on

00:26:00.080 --> 00:26:04.400
the left here on right at the top

00:26:02.000 --> 00:26:07.600
there's a button that says uh modify

00:26:04.400 --> 00:26:10.000
trip details or modify trip right above

00:26:07.600 --> 00:26:11.760
there.

00:26:10.000 --> 00:26:15.760
Uh if you click that you can edit that

00:26:11.760 --> 00:26:17.760
pickup note that you had. Um but you

00:26:15.760 --> 00:26:19.760
can't edit the trip. Um and that's

00:26:17.760 --> 00:26:22.559
because when we do the search again

00:26:19.760 --> 00:26:24.640
we're looking at the capacity for the

00:26:22.559 --> 00:26:26.400
vehicles in the system. So, to know if

00:26:24.640 --> 00:26:28.240
we can edit your trip, to know if you

00:26:26.400 --> 00:26:30.080
can take an additional companion with

00:26:28.240 --> 00:26:33.039
you, if you can change your drop off

00:26:30.080 --> 00:26:35.440
location from Walmart to Target, we need

00:26:33.039 --> 00:26:38.400
you to cancel the ride and rebook a ride

00:26:35.440 --> 00:26:41.120
because the system needs to know if it

00:26:38.400 --> 00:26:43.600
has capacity to fit in a ride that is to

00:26:41.120 --> 00:26:45.600
an entirely new location. So, if you

00:26:43.600 --> 00:26:47.760
click cancel, um just at the bottom of

00:26:45.600 --> 00:26:50.159
this window here

00:26:47.760 --> 00:26:52.799
to the right of that button is uh the

00:26:50.159 --> 00:26:55.279
cancel rides button and you can cancel

00:26:52.799 --> 00:26:58.080
the ride right here.

00:26:55.279 --> 00:27:01.120
Okay. So, let's uh let's not cancel this

00:26:58.080 --> 00:27:05.760
ride yet. Um but and stay on this page.

00:27:01.120 --> 00:27:07.760
Go ahead. So, yeah, click. Yep. Um so,

00:27:05.760 --> 00:27:09.120
this is where you can go to track your

00:27:07.760 --> 00:27:11.360
rides. So, even if you're not

00:27:09.120 --> 00:27:12.960
comfortable booking your own rides, if

00:27:11.360 --> 00:27:15.279
you want to get the app or get the

00:27:12.960 --> 00:27:16.720
website, you can track your rides here.

00:27:15.279 --> 00:27:18.480
Uh, but there's also some additional

00:27:16.720 --> 00:27:21.760
ways where you'll know that information

00:27:18.480 --> 00:27:23.760
in advance. Um, we'll set up IVR

00:27:21.760 --> 00:27:25.840
automated voice calling. You'll get a

00:27:23.760 --> 00:27:28.000
call the night before your trip and

00:27:25.840 --> 00:27:29.520
about 30 minutes in advance of your ride

00:27:28.000 --> 00:27:30.320
reminding you that you have a scheduled

00:27:29.520 --> 00:27:33.200
ride.

00:27:30.320 --> 00:27:35.520
>> Yep. If you have a phone number that

00:27:33.200 --> 00:27:37.919
receives text messages, you'll also get

00:27:35.520 --> 00:27:39.840
a text message uh confirming your

00:27:37.919 --> 00:27:41.919
booking. You'll get a text message when

00:27:39.840 --> 00:27:44.240
the vehicle is on its way to your

00:27:41.919 --> 00:27:45.440
location. That text message means that

00:27:44.240 --> 00:27:47.760
you can pull up this page and see

00:27:45.440 --> 00:27:49.120
exactly where that vehicle is. And you

00:27:47.760 --> 00:27:52.559
would get a text message when the

00:27:49.120 --> 00:27:54.080
vehicle arrives at your location. Um, so

00:27:52.559 --> 00:27:56.320
those those text messages, if you're

00:27:54.080 --> 00:27:57.840
able to receive them, would give you um

00:27:56.320 --> 00:28:00.799
an additional way of seeing that

00:27:57.840 --> 00:28:02.799
information even if you don't have the

00:28:00.799 --> 00:28:04.880
smartphone app downloaded and you just

00:28:02.799 --> 00:28:07.840
have that text message capability on

00:28:04.880 --> 00:28:10.000
file.

00:28:07.840 --> 00:28:12.480
Um,

00:28:10.000 --> 00:28:15.200
all right. So, um, we covered how to

00:28:12.480 --> 00:28:17.039
book a ride. We covered uh how to edit a

00:28:15.200 --> 00:28:19.360
trip, which is that you just go ahead

00:28:17.039 --> 00:28:21.120
and cancel that ride. Uh, we covered the

00:28:19.360 --> 00:28:22.320
notifications that you'll receive. and

00:28:21.120 --> 00:28:24.480
we covered some of the differences

00:28:22.320 --> 00:28:26.080
between this service and Uber or Lyft

00:28:24.480 --> 00:28:27.520
that you need to let us know how many

00:28:26.080 --> 00:28:31.360
people are traveling and what type of

00:28:27.520 --> 00:28:33.520
seat space they need on board. Um, so I

00:28:31.360 --> 00:28:35.760
think that we've we've covered uh all of

00:28:33.520 --> 00:28:37.520
the important aspects here. Um, what I'd

00:28:35.760 --> 00:28:39.919
remind you is that in order to take

00:28:37.520 --> 00:28:41.760
control of your Sunban account, you will

00:28:39.919 --> 00:28:44.080
need an email on file that is

00:28:41.760 --> 00:28:47.120
functioning and that you have access to.

00:28:44.080 --> 00:28:49.600
um you'll need to call into reservations

00:28:47.120 --> 00:28:51.840
after November 10th um to make sure that

00:28:49.600 --> 00:28:54.399
that correct email is on file. Once you

00:28:51.840 --> 00:28:56.159
do that um they will provide you with

00:28:54.399 --> 00:28:58.000
these instructions again, but you will

00:28:56.159 --> 00:28:59.679
go to this website, click forgot

00:28:58.000 --> 00:29:02.320
password, set up your account, and

00:28:59.679 --> 00:29:04.340
you'll be good to go.

00:29:02.320 --> 00:29:04.340
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00:29:09.525 --> 00:29:11.545
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