Palace Transit implements new software, hires staff as long rider wait times and a bus crash disrupt service

Palace Transit staff reported multiple software changes, new hires and training steps intended to improve service, but continued long rider wait times and a recent collision have reduced the system's spare capacity and strained operations.

Transit staff said the citywide financial and operations platform called Encode (used by many municipalities) was recently adopted for accounts receivable, replacing separate QuickBooks-based billing. "For years, we've been using Incode or not Incode. We've been using QuickBooks for our accounts receivables," a transit staff member said. "They have recently added accounts receivable to that. So we can do all of our billing and invoices, and then anything that comes in, our accounts receivable, can go into this system, and everything ties together." The staff member added customers can now pay bills online and that the office began training and using Encode this month.

Nut graf: The software and staffing changes are intended to standardize billing, scheduling and state reporting and reduce manual transfers between systems. Staff said the moves matter because they affect riders' access and the agency's ability to meet federal and state reporting and compliance requirements.

Staff also described implementation of a scheduling app called Homebase so drivers can see, manage and request shifts on mobile devices rather than relying on texts and paper. "We have it set up on the bus tablets, and the drivers can clock in and clock out... It also sets their shifts up on their mobile phone," the transit staff member said.

On state reporting and maintenance tracking, staff said the state's vendor recently migrated systems and the agency is switching from ThinkTech to a platform staff referred to as BlackCat for submitting grant applications, uploading maintenance receipts and state audits.

Staff reported personnel changes: two part-time bus operators and three new van drivers are in training, and a new activities coordinator, Betty Anderson, will start next week at the James Valley Community Center. Staff also confirmed that the transit operations supervisor, Andrea, has resigned and interviews are scheduled this week to fill that role.

Waiting times and compliance: Staff repeated that wait times can be very long—"They've been up to 2 hours"—especially when riders do not schedule return trips. Staff urged riders and care facilities to schedule return trips whenever possible so dispatch can prioritize planned rides and avoid leaving scheduled passengers waiting while accommodating on-call pickups. The staff member explained the program must avoid competing with private taxi services because of federal and state funding restrictions. "As far as I know... the federal and state money that we get don't allow us to work as taxi," the meeting chair and staff discussed during the exchange.

Driver training: Staff described recent training for drivers, including winter-weather driving updates and a 20-minute wheelchair securement video, which the presenter said refreshed long-time staff. "We're also giving them general operational updates..." the transit staff member said.

Bus collision and operational impacts: Staff described a collision involving a newer bus on Seventh and Kimball at about 10:39 a.m. on the morning of the meeting. The vehicle struck the bus on its wrapped side near the lift; three passengers were aboard and staff said they were removed using the lift and reported they were OK. The bus was towed for assessment and repairs; staff said the bodywork and a possible rear-axle repair or replacement were under evaluation. "Best case scenario is it got slid and they could just put it back to where it belongs. If it's bent, then I'll need a whole new rear axle," the presenter said. Staff said Foreman's currently has the bus and is working on repairs.

The collision reduced the agency's spare-bus ratio from one to zero, staff said, increasing pressure on maintenance and service scheduling. Davidson County law enforcement responded and staff reported the other vehicle appeared to be extensively damaged.

Ending: Staff said they will continue trainings, pursue filling the operations supervisor vacancy, and monitor the repair timeline. Riders and community partners were asked to schedule return trips and work with staff to reduce wait times while the agency implements the new software and handles the bus repair.