Denver RTD's computer aided dispatch/automatic vehicle location system : the human factors consequences
Mary Donahue Stearns, Elisabeth Sussman, Jonathan Belcher · 1999
This report documents what happened to employees and their work procedures when their employer, Denver Regional Transportation District (RTD), installed Computer Aided Dispatch/Automatic Vehicle Locator (CAD/AVL) technology across its entire operation to provide real-time surveillance of vehicles and to upgrade radio communication. The research was conducted to determine and document whether the installation of a CAD/AVL system resulted in shifts in work responsibilities, affected dispatchers, street supervisors, and bus operator attitudes, and to make recommendations to facilitate subsequent CAD/AVL installations. The study identifies the issues, opportunities, and consequences that transit operators face when adopting a CAD/AVL technology.