Taxi 07 Roads Forward, a collaborative effort of the New York City TLC and the Design Trust for Public Space, is a comprehensive look at the taxi industry and the ways in which it could better serve the public over the next decade.
This document is the culmination of a creative exercise and contains recommendations that have not been endorsed by the TLC, but rather will serve as the foundation of discussions and explorations to come.
Overview of the Technology Passenger Enhancements Project
(T-PEP)
Better Communication & Better
Service
In March 2004, the TLC's Board of Commissioners mandated
that specific technology based service improvements be implemented in all
medallion taxicabs. T-PEP focuses on four areas: automated collection and
submission of trip data, the installation of a passenger information monitor
(including a passenger information map), incorporating electronic message
transmission capability into the taxicab, and finally, the addition of equipment
to enable the acceptance of credit/debit cards.
T-PEP represents a rare
opportunity to significantly improve the riding experience of countless New
Yorkers and visitors, as well as for drivers. The new technology greatly
improves communication between the TLC and its constituents. All medallion
taxicabs will offer varied payment options for the riding public. The
ability to communicate with taxi drivers on a real time basis has enabled the
TLC to increase the level of service available to the riding public in
groundbreaking ways.
Text
Messaging Text messaging services offer many benefits to
drivers and passengers: communication with taxis in the event of a citywide
emergency; streamlining the process for lost property claims; and directing
taxicabs to fare opportunities by advising drivers of cruise ship schedules,
major public events, and other needs for transportation.
The new system
allows the TLC to send short alphanumeric messages to cabs and receive
pre-programmed responses from the driver. The driver is able to transmit a
response by pushing a single button.
Automated Trip Sheet Data Collection Before
T-PEP, drivers were required to maintain a trip-log that details each and every
fare that they served. The trip sheet was filled out by hand and stored in paper
form. Medallion owners were required to maintain these paper trip sheets for
three years.
By leveraging state of the art vehicle location technology, the TLC has
automated this process. By integrating with the taximeter, the T-PEP equipment
automatically captures the pick-up and drop-off location of every fare. Paper
trip sheets disappear as the TLC receives the data electronically. The
data collected is also more accurate.
Credit
Card / Debit Card Payment T-PEP allows all taxicabs to accept credit
and debit cards as a form of payment. Credit cards and debit cards are widely
accepted as a payment mechanism in the United States:
• 22% of all
consumer payments are made by credit card • 31% of all consumer payments are
made by debit card.
Research shows that acceptance of credit and debit
cards presents an opportunity for increased revenue - more trips and greater
tips! Drivers will also benefit from increased safety. Although the crime
rate is near an all time low, since there is less cash on-hand, the use of
credit/debit cards should further diminish the possibility of
theft.
Passenger Information Monitor
(PIM) The passenger information monitor (PIM) is a flat screen
monitor, similar to a laptop screen, that provides information such as news,
sports, and weather to the passenger.
The PIM is installed in the rear-seat passenger area of the taxicab where it
is used to complete the electronic payment process. The PIM displays the total
fare at the end of every trip. The PIM is also used to communicate TLC Safety
and Public Service Announcements (PSAs) and provide a map allowing the passenger
to follow his or her journey through New York City and surrounding metropolitan
areas.
The PIM does NOT provide "directions" to the passenger. Every PIM has an
on/off and a mute button that can be controlled by the
passenger.
Driver Frequently Asked
Questions
Is the TLC going to use this technology to
track drivers? No, the TLC will only use this technology to provide
those customer service improvements described here. Even more importantly
for drivers, the TLC is replacing the current hand-written trip sheets with
automatic electronic trip sheets which are limited to collecting pick-up,
drop-off, and fare information, all of which are already required. This
technology will also provide TLC with credit card tip
information.
I have heard that this system will cost drivers
between $3,000 and $5,000. Is this true? The primary cost of the
system is the responsibility of medallion owners, not drivers. There will
be some transaction or service fees or monthly charges. The TLC worked
hard to negotiate fair contracts with vendors to minimize the cost to our
licensees. Monthly service fees are about $50/month to the medallion
owner.
How will the system be maintained? Who will pay for
maintenance? Repair locations have been set up throughout the City
and, in many cases, the repair shops will be meter shops. Medallion owners
may pay for a maintenance contract to cover all equipment repairs and
replacements or pay for repairs as they are necessary. Are there
any benefits for drivers? Yes, we expect more trips and the data
shows larger tips due to the acceptance of credit/debit cards. Most
retailers have reported increased revenue when they start accepting credit/debit
cards. The text messaging system will continue to alert drivers to fare
opportunities such as the arrival of a passenger cruise ship or the end of a
large event.
Are passengers going to use the map displayed on the screen in
the back of the cab to give drivers directions to go to a
location? The map does not encourage "backseat" driving by
passengers. It only shows the current location of the cab and the path the
cab has traveled - no directions are provided. Are there any
other benefits? Use of credit/debit cards means that the driver will
have less cash on-hand, which creates safer conditions. And the text
messaging system means drivers can be notified in case of emergency
situations.
Will I need training? How will I be
trained? The systems will be made as user-friendly as possible, but
some training may be necessary, at first. Suppliers are required to
provide training and it should take about one hour. The first training
session is available free of charge. In addition, vendors have posted their
training materials on their websites. Click here for:
Will my
trip/fare information be transmitted to the Internal Revenue Service
(IRS)? No, your fare information will not be automatically sent to
the IRS. There will be no changes to the current system, in which the IRS
must send a subpoena to the TLC requesting trip sheet
information.
Do I need to enter my Social Security Number to log
onto the system? No, your Social Security Number is not required to
log onto the system. Each driver is given a unique ID number and password
based on the vendors' requirements.
Will the systems be used to
issue speeding tickets or other similar infractions? No, there are
no plans to issue tickets for speeding or other similar infractions using the
systems.
If a driver forgets to press "End of Shift" on the DIM
at the end of his/her shift when will he/she be paid for credit/debit card
fares? If the driver does not submit an "End of Shift" request, the
credit card fares are not processed. For this reason, payment will be
delayed until after a driver logs-off by pressing "End of Shift" or the
automatic process takes place when a shift is not ended after 24
hours.
What happens when a driver does not login at
the beginning of his/her shift? If a driver does not login at the
beginning of his/her shift, credit/debit card payments will go into the account
of the driver logged into the system, rather than the current
driver.
When do drivers get paid for credit card
transactions? If you are a:
Fleet Driver - You are paid at the end of
your shift. Print out an "End of Shift" report from your system
which shows all credit card charges during your shift and present it to
the garage's cashier. The garage will deduct up to 5% of the credit
card charge.
2nd Driver for Individual Owner - You operate under
the owner's merchant account, and will be paid after your shift or have
your credit/debit card fares deducted from your lease fee.
DOV or Working with an Agent - This is basically the
same as with a 2nd driver for Individual Owner. (See above.) Details need
to be negotiated between the medallion holder and driver.
Can the driver act as his or her own merchant
for credit card transactions? In most cases no. Credit card
companies generally permit only one merchant account per medallion. This
means the medallion owner will act as the merchant for the driver in most
cases.
Do I have to accept credit/debit cards for all
trips? Yes, drivers are required to accept credit/debit cards for
all fares, even if they are only $2.50. Setting a minimum payment amount
is not allowed under the agreement signed with the credit card
companies.
Can a driver charge the
passenger for the credit card fees? No, drivers are not permitted to
charge more for credit than for cash.
If a passenger is paying by credit/debit card, can they
also charge their tip on their credit/debit card? Yes, the passenger
can place the tip on the credit/debit card. The systems ask the passenger how
much tip they would like to give to the driver.
What happens if the systems go down? First,
the driver during the shift must report the problem to the help desk's toll free
number. If the meter is still functioning, the driver may continue his/her
shift. In no event may a vehicle operate for more than 48 hours following
the report of the system's malfunction. If the meter is not functioning,
the driver must return the taxicab for repairs. The 24-hour help desk numbers
are:
What happens if a
passenger uses a stolen credit/debit card? As long as the driver
follows these simple requirements, he/she may be paid. #1 - The driver must
receive an authorization code from the credit/debit card processor. #2 - If
the amount of the fare is over $25, the driver must also get a signature from
the passenger and save the receipt. If these two rules are followed, the
driver will receive his/her money for nearly every fare. Is the credit/debit card fee a percentage on the
total fare including the toll and tip, or just based on the
fare? Credit/debit card fees are based on the total charge including
toll and tip.
How do drivers access their electronic tripsheet
data? All drivers are able to access their electronic tripsheets by
logging on to a secure website provided by their technology vendor, using their
unique userID and password. If the drivers do not have access to the
internet, they can request their tripsheet from their fleet or agent. Some
vendors may also have kiosks at their service stations where drivers are able to
access their trip sheet information.
Do drivers have to maintain
handwritten trip sheets, even if their cab is enhanced? No,
handwritten trip sheets are only required if there is a failure in the T-PEP
system.
Can the driver share in advertising revenue from the
PIMs? As the medallion owner is responsible for the costs of the
T-PEP systems, he/she/it is also entitled to enter into an agreement with the
vendors for a share of the advertising revenue.
What should a
driver do if a passenger has no cash and his/her credit/debit card is not
accepted by the system? Credit/debit cards can be rejected for two
main reasons:
1 - The taxicab is in a "dead spot" and
unable to connect to the data network for credit/debit
card approval. If located in a "dead
spot" driving to another location may result in a successful credit/debit
card transaction.
2 - The passengers credit/debit
card is invalid / over the limit. In this situation, the driver should
seek out an ATM to enable the passenger to pay in cash. If the
passenger is unwilling to locate an ATM, the driver should suggest going
to the nearest police precinct instead.
In both cases, when they
seek a location with a signal or an ATM, the cab should go off duty, using
the code "Fare Dispute".
Can a
driver request that the passenger swipe his/her credit card at the beginning of
a long trip? Is it possible to request pre-authorization of credit/debit
card fees? No, under the current rules, a driver cannot request that
a trip be pre-paid. The TLC is investigating pre-authorization of fares as
many drivers have expressed interest in seeing this feature introduced for
longer trips.
Is it possible to enter a negotiated flat
fare for certain trips specified in TLC rules into an enhanced taxicab which
would allow the passenger to pay by credit/debit card? Yes, all
enhanced taxicabs accept negotiated flat fares, which is rate code 5 on the
taximeter. Negotiated flat fares are input at the beginning of the
trip. Please see your driver's manual or call your 24-hour help desk for
assistance on how to use this feature.
What happens when someone
drives an enhanced cab more than 12 hours? TLC Rules state "A driver
shall not operate a taxicab for more than twelve (12) consecutive
hours."
What happens if a passenger disputes a
charge?
a. If the fare
is below $25 and the driver received an authorization, the driver will be
paid in almost all situations. Only in rare circumstances will the
driver or merchant account owner not be paid
b. If
the fare is above $25, the credit/debit card company may request the
passenger signature to ensure that the signature is valid. For this
reason, it is important for drivers to save all signed credit card
receipts. In this instance, a chargeback may be charged to the
technology vendor, merchant of record or driver.
What happens if a passenger wants
to pay by credit card, but the driver already pressed the "cash"
button? If this is a CMT or DDS system, the solution is easy
as there is a "Back" button on the DIM. The driver simply presses the back
button to allow the passenger to pay by credit card.
If this is a
VTS solution, the driver should enter a negotiated fare (Rate Code 5) and allow
the passenger to pay by credit card.
Owner Frequently Asked Questions
If I gave TaxiTech a deposit or any amount of money,
can I get my money back? It is possible that you may not get your
money back from Taxi Technology, but please save your receipts and proof of what
you paid to Taxi Tech.
Can I get an extension if my retirement date is
just after my inspection date? No, there will be no new extensions
granted. You have the option of installing the T-PEP system in your
current cab and then have it transferred to your new cab, or you can purchase
your new cab early, and bring it to your regularly scheduled
inspection.
I currently have the TaxiTech equipment in my
cab, can I keep using it? No, you need to have the TaxiTech
equipment removed and one of the other vendors’ T-PEP equipment installed.
If you are charged for the removal of the TaxiTech equipment, save all
receipts.
Who will remove the TaxiTech system that I
currently have in my cab? TaxiTech was obligated to remove the T-PEP
system at the medallion owners’ request at the end of testing. Your new
T-PEP vendor should be able to remove the equipment. If you are charged
for this service, save all receipts.
Who makes the T-PEP systems and where can a
medallion owner buy one and have it installed? The three
competing companies, in alphabetical order, are Digital Dispatch Systems, Inc.;
Mobile Knowledge Corp. doing business in New York through its agent, Creative
Mobile Technologies; and VeriFone Transportation Systems Inc. d/b/a
Taxitronic. Each of the service providers has subcontracted with various
garages and meter shops to install and service the systems or have conveniently
located dedicated facilities to provide service to you. Contact
information for the vendors is available here.
Who
is responsible for the costs of the T-PEP system? The costs of the
T-PEP system and its installation are the responsibility of the medallion owner
while the costs of the credit card transaction fees are primarily the
responsibility of the driver. These costs are offset by the fare increase
enacted in March of 2004, the largest increase in the history of the
TLC. Is there a recommended form for the
contract? Yes, the vendors must use a specific contract form with
medallion owners. This form includes TLC negotiated specific protections for
medallion owners and which is consistent with the contracts that the TLC has
with the vendors. The form contract also notes the maximum price that a
vendor is allowed to charge. A medallion owner can attempt to negotiate a
lower price and determine whether he or she wants additional optional services.
Click here for a sample of the form.
How much will it
cost to install the T-PEP system? Fixed costs: There will be an up
front cost of between $0 and $4,115 followed by a monthly service charge of
between $43 and $200. The maximum total cost of ownership over a three
year period depends upon the vendor and options that you choose. The
maximum total could be between $2,900 and $7,200 based upon the contract between
the vendors and the TLC. Advertising fees may offset costs. Some
vendors are offering systems at minimal costs. In many ways, signing up
for T-PEP is similar to cell phone contracts. Each vendor offers different
packages, with different fee structures.
Variable credit/debit card transaction costs: Credit/debit card
fees for owners are expected to average 3.5% to 4.00%. These costs
include fees for banks and vendors. On a $25 credit/debit card charge,
costs for owners will be $0.88 to $1.00.
Can I negotiate with a vendor for lower prices? Yes, the
figures cited above are the maximum prices permitted.
How much of this cost can I pass onto drivers? The owner
can charge the driver not more than 5.00% of the credit/debit card charges
incurred during the driver's shift.
What if a medallion owner has
a previously existing contract for a meter that includes a point of sale credit
card device and wants to choose a different service enhancement
system? Medallion owners that currently accept credit cards cannot
be bound by the terms of that contract and are free to choose whichever T-PEP
system that they want.
If a medallion owner currently has rooftop
advertising, does he or she have to use or buy that company's T-PEP
system? No. The medallion owner has the option to choose any
approved System without any financial penalty. However, the contract
regarding rooftop advertising remains in effect.
Will the
taximeter currently installed in my cab work with all Technology Enhancements
vendors solutions? Not all meters will work with the systems.
There are some that are inadequate for the task. Meters require sufficient
memory and processing capability to interface with the Technology Enhancements.
Please check with your vendor before purchasing a new taximeter.
The following taximeters may or may not work with any of
the three enhancement vendors:
The following meter requires an upgrade to work with
the three enhancement vendors:
The following meters are inadequate for the
task:
Centrodyne - 620
MetroMeter 21R
Pulsar - 2020R
Centrodyne - 610
Pulsar - 2010R
Genie Taximeter - Genie
Synalta - 720
Pulsar - 2030R
Taxitronic - TX-36 older versions require an upgrade
How long will the contract last? The contract will last
for up to three years. Owners may have the option to extend this contract
for one or two years more.
Can I switch vendors after I sign a
contract? Yes, but cancellation fees will apply. It is similar
to a cell phone contract.
Are we going to get a fare increase to
pay for the T-PEP systems? The fare increase authorized in March,
2004 included a mandate for the T-PEP systems. There was also a subsequent
fare adjustment that benefited all drivers in November 2006.
Will
the medallion holder own the technology after the contract
expires? In some cases, yes. This varies depending on the
vendor and the option chosen.
What is the term of the
contract? Medallion owners may choose a one, two or three year
contract.
Is the standard three year contract extendable? By how much time? For
the same terms? The TLC has mandated the T-PEP systems be installed
for three years. After that, the future is uncertain. There is the
possibility that more vendors may enter the market. There is no guidance
after three years at the current time.
After the initial installation, who is responsible (for costs) for
the maintenance of the T-PEP systems? Who pays if my screen in
the front or back seat (PIM or DIM) is damaged in an accident? That is
something to ask each vendor. Some vendors offer service contracts and
differing warranties.
Will the vendors offer warranties or
insurance for the T-PEP systems? Warranties and/or insurance options
vary widely among the vendors. Some include it in the cost, while others
may charge for protection, similar to cell phone contracts. The TLC
recommends that you read the Vendor's information carefully and choose the T-PEP
system that best suits your needs and concerns.
Furthermore,
medallion owners should check your vehicle's insurance plan to learn what is
covered in terms of vandalism, accidents, or
theft.
Are smaller cars (such as hybrids) offered a smaller
PIM? If so, where will it be mounted? Two vendors offer a screen
small PIM which is installed in the back of the driver's headrest. The
small screen PIM is only available for small clean air or low emission cars
without a partition.
Do the smaller cars, like the Prius, have
enough room in front for the DIM? Yes
What if
the T-PEP system does not work but the meter still operates. Will the
taxicab be able to continue to pick-up fares? Some Systems work
independently of the taximeter, others do not. If this is important to
you, make sure you ask the vendors this question. Either way, if the
System has a malfunction, those taxicabs will continue to operate for hire for a
period of time so long as their meter is working properly. (Owners, drivers and
agents will have required reporting and maintenance guidelines/ timelines for
system malfunctions.)
When a new taxicab is hacked up with the
enhancements, are TLC stickers (Passenger Information, City Map)
required? No, when hacking up an enhanced taxicab, stickers are not
required since the information is available on the PIM.
If a car
is set to be retired more than 6 months after the mandatory installation date,
will the vendors charge to move the equipment from one cab to
another? Vendors are permitted to charge for a de-install and
re-install. This is something to negotiate prior to signing a
contract.
If an owner's enhanced system in unreliable, what can they do?
What can they do if the system is defective? The enhancements are
required to work properly based on standards set by the TLC. If problems
are encountered the contract permits the owner to not pay monthly fees and the
contract can even be voided.
What happens if a medallion owner
refuses to have the enhancements installed or the driver simply drives around
with them turned off? If the enhancements are not installed, the
owner will be subject to fines and suspension. If a driver tampers with the
enhancements system and drives a cab with the enhancements turned off, the
driver will be subject to fines and suspension.
If an owner wants
to transfer management of his/her medallion to an agent that does not work with
his/her current technology vendor, can the contract be broken? If
the contract is broken, the medallion owner will be responsible to pay all
penalties stipulated in the contract between the medallion owner and technology
vendor.
Chart of Vendors Offering Sale,
Lease, Rent or Use of Equipment
Digital Dispatch Systems Inc.
Mobile Knowledge Corp./ Creative Mobile
Technologies LLC
VeriFone Transportation Systems Inc. d/b/a
Taxitronic
Method of Acquisition
Lease
Use
Purchase - Plan #1 - Upfront payment + Monthly
Payments
Plan #2 - Monthly Payments Only
Details
A Non-advertising model and two Advertising
Models
Two Advertising Models
Advertising Model
Technology Enhancements Email
Updates The Taxi and Limousine Commission has sent out periodic
updates regarding the Taxicab Technology Enhancements program. If you would
like to sign up, please click
here
Technology Vendors Contact Information is
listed below:
Creative Mobile Technologies, LLC Contractor Agent
for Mobile Knowledge Corp.
Billing Address: 42-50 24th Street Long Island City NY 11101
Service Address: 11-51 47th Ave Long Island City NY 11101
President and Chief Technical Officer: Jesse H. Davis Chief
Financial office & Chief Operating Officer: Jason Poliner Vice President
Sales & Customer Relations: Michael A. Sahm Vice President
Operations: Jed Appelbaum Associate General Counsel: Jeffrey
Wilson
Digital Dispatch Systems Inc. Suite 300, 36-36 33rd Street Astoria,
NY 11106
T:
(718)752-1656 24 Hour Help Desk: (888) 432-7031
Focus Groups
The
TLC has commissioned three focus group studies to help evaluate the response of
taxicab drivers and passengers to the technology service enhancements. You
can view the findings of the studies using the links below:
Medallion
Sale Web Site
