How To Log In (Client)
LOGGING IN
Step 1. Log in to www.Gothamshuttle.com
Step 2. Hover over the "Application Login" Tab on the top of the screen and click on the state you are requesting transportation from.
Step 3. Click on Desktop Application
Step 4. Log-in with the companies email
If you are a current client. Enter the email that you use when scheduling transportation.
If you are already logged into the companies gmail, click "Continue with Google."
How To Schedule a pickup
Step 1. From the "Shuttle Request Tab, Click on "Add Request."
When adding rides for the following day, make sure to change the date to see the rides that you have added.
Step 2. Input all of the required information and click "Submit Request."
Only click employee When a staff member is the one being transported.
**Note** When scheduling the pick-up, please account for traffic during rush hour and distance. Rule of Thumb: If the pickup is within the same borough, schedule the pickup time 30-40 mins before the patient's appointment. If the pickup is in a different borough or the patient is getting picked up during rush hour schedule the pickup 60-70 min before the patients appointment.
If the address does not appear in the search field. Search for the address in Google. Copy and paste the results in the app. Sometimes you have to separate the street from the city after pasting.
The "date of request" should be the date for the pick-up.
You can choose multiple notes for the patient or manually input the note in the "request notes field"
Step 3. After verifying the information, click "Confirm Request" if you DO NOT want to schedule a return.
Click "Confirm Request" if a return ride is not needed.
Click "Schedule Return" if a return ride is needed.
Step 4. If you click "Schedule Return" just pick the return time and hit "Submit Return Request"
how to schedule a return ride
Step 1. If a return was not scheduled when scheduling the pickup. Search for the patients name in the shuttle request tab and click on the patient's name in the transportation card.
Make sure the date is correct
Open the transportation details by clicking on the name in the transportation card.
Step 2. Click Schedule Return
Step 3. Choose the pick-up time and hit "Submit Return Request".
Be mindful of the am or pm when choosing a time.
Step 4. You know the ride was successfully submitted when you see the orange "Return Ride" status in the transportation card.
How To edit the details of a pick-up
***IMPORTANT*** AS LONG AS A DRIVER HAS NOT BEEN ASSIGNED TO THE PICK-UP, YOU WILL BE ABLE TO EDIT THE REQUEST INFORMATION. THIS INCLUDES EDITING THE PICKUP AND CANCELING THE REQUEST. WHEN A DRIVER HAS BEEN ASSIGNED, YOU MUST CONTACT DISPATCH TO EDIT THE INFORMATION.
Step 1. Click on the desired patient's transportation card.
Step 2. Click edit details.
When the driver has been booked, it is here in the Request Details that you will see the time the driver will drop off the passenger.
Step 3. Make the necessary changes and close the details window.
Press back to return to the shuttle request window
Make sure to close the details window after making changes
HOW TO CANCEL A REQUEST
WHEN A DRIVER HAS NOT BEEN BOOKED
***Note*** IT IS BEST PRACTICE TO CALL THE DISPATCHER TO CANCEL THE RIDE. IF YOU MUST DO IT FROM THE APP, FOLLOW THE STEPS.
Step 1. Click on the Desired Transportation Card
Step 2. If No driver is booked, click "Cancel Request"
Step 3. Confirm cancellation of the Request
HOW TO CANCEL A REQUEST
WHEN A DRIVER HAS BEEN BOOKED
Step 1. Click on the Transportation Request Card
Step 2. Click on "Cancellation/Reschedule Request"
Step 3. Click on "Cancellation/Reschedule Request"
NOTE: THIS IS ONLY A REQUEST TO CANCEL THE PICK-UP. THE RIDE IS NOT OFFICIALLY CANCELED UNIL THE STATUS ON THE TRANSPORTATION CARD READS "CANCELED". IT IS BEST TO CONTACT DISPATCH TO CANCEL THE REQUEST FOR PICKUP.
Step 4. After speaking with dispatch, confirm the status reads "Canceled".
How To Tell The Status of a Pick-up
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Status Explanations
Status 1. "Return Ride": This ride was scheduled as a return from the drop-off location.
Status 2. "NO DRIVER BOOKED": This ride was created and a driver has not been assigned to the pick-up yet.
Status 3. "DRIVER BOOKED": A driver has been assigned to this pick-up.
Status 4. "CANCELED-RESCHEDULED": The pick-up has been rescheduled for more than 1hr from the original pickup time. A new request has been created for new pick-up time.
Status 5. "RESCHEDULED": The pick-up has been rescheduled for a time less than 1hr from the original pickup time.
Status 6. "DRIVER IN ROUTE": The driver is on his/her way to the pick-up location.
Status 7. "DRIVER ARRIVED": The driver has arrived at the pick-up location.
Status 8. "CLIENT PICKED UP": The driver has the passenger in the car and is in-route to the drop off location.
Status 9. "CLIENT DROPPED OFF": The driver has dropped the passenger off at the drop-off location.
How to view the driver's information
Step 1. Open the transportation card.
Step 2. View the driver's information on the bottom of the request details.
HOW TO NOTIFY DISPATCH THAT a PASSENGER IS READY FOR PICK-UP
***Note*** IT IS BEST PRACTICE TO CALL THE DISPATCHER TO NOTIFY THEM OF THE PASSENGER'S STATUS. IF YOU MUST DO IT FROM THE APP, FOLLOW THE STEPS.
Step 1. Open the transportation Card
Step 2. Open the transportation Card
The "Ready for a pick-up" button only needs to pressed one time. The dispatcher will immediately be notified to send the driver.
ISSUES WITH THE APP?
Step 1. Click "Help Desk"
Step 2. Click "Submit Ticket"
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Step 3. Fill out the form and hit submit
Click "Mark Resolved" After the issue has been addressed and rectified.
DUPLICATING A PICK-UP request
If a requested ride has been canceled or completed, you can duplicate the ride by going to the "Shuttle Request" Tab, open the transportation card and press the "Duplicate Ride" button. If the pick-up is scheduled for the same day, you will only have to choose the client and the new time of pick-up.
How to reschedule a request
In order to Request a different pickup time, 1st. click on the transportation request card 2nd. click on "Cancellation/Reschedule Request". 3rd. Click on the "Reschedule Request Button" 4th Choose the new pick-up time and hit submit.
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How To Log In (dispatcher)
Go to our website, "Gothamshuttle.com. Scroll to the bottom of the page and click on the "Dispatch" sign.
On the left side of the screen click on "Dispatch Log In (App)
log in with your personal email. Please remember to log out at the end of your shift.
APP OVERVIEW
Make sure your name and picture appears in the upper left and right corner of the corner of the app and click on the dispatch tab.
SCHEDULE DATE
The scheduled requests shown, will be based on the date chosen. Make sure you are on the correct date.
RIDE STATUS
The "Ride Status" window filters the rides based on wether the ride has been assigned to a driver or not. When you click on "No Driver Booked" you will see the rides that have been added to the system and is not booked with a driver. When you click on "Driver Booked", you will only see the rides booked with a driver. If you click on the Hyphen, you will see all of the rides booked and unbooked with a driver. It is recommended that you click on the hyphen after filtering the rides.
CLIENT
The "Client" window will filter the rides shown based on the chosen client. Remember to click on the hyphen after filtering the rides in order to see the complete list of scheduled rides.
RUN SCHEDULER
When pressed, the "Run Scheduler" button will automatically assign a ride with an available driver. **Note** every hour on the hour, the system will automatically assign any unbooked rides with an available driver.
DRIVERS BUTTON
The "Drivers" button will give you a complete list of the active drivers. It is also here that you will see their work schedule and be able to restrict them from being booked for a request.
SEARCH WINDOW
The "Search Window" will allow you to filter the rides by inputing a patient's name. You can also filter the rides by inputing a drivers name.
TRANSPORTATION CARDS
The "Transportation Card" contains all of the important information pertaining to the pick-up at a quick glance.
ALL REQUESTS TAB
The "All Request Tab" will give you a list of all of the rides scheduled in the system. If you click on a given ride, the system will give you the detailed specifics of that ride.
FILTER
The "Filter Window" will allow you to filter the request by the sub categories. ****IMPORTANT**** Please remember to remove the filter by clicking "Clear all" when done.
INCIDENTS TAB
The "Incidents" will allow you to document any issues with our clients, drivers or inner office. Remember to be as detailed as possible when filling it out. The severity level is based on your interpretation and leave the status as open until Management closes the case.
HELP DESK TAB
The "Help Desk" Tab should be used to document any issues with the app. Be as detailed as possible when filling out the form so the developers and troubleshoot the issue.
How to Manually assign and un-assign a driver to a ride
From the "Dispatch" Tab open the Transportation Request card with the No Driver Booked symbol
Rides that don't have a driver booked will have a white question mark in a yellow circle.
Click on the Driver Reference Button
Choose a driver from the drop down menu.
The scheduled Shuttles you see below are a list of rides that need to be assigned to a driver. When a driver is chosen, you will see the rides assigned to that driver.
To Un-assign a driver, click on the drop down arrow and choose the hyphen
How to Auto-assign a driver to a ride
From the "Shuttle Request" Tab, Click on "Run Scheduler"
Dispatch portal overview
Most of the dispatching will be done within the transportation request card. When you click the request card, you will be taken to the portal where you can see the request details, assign a driver, update and input the pick-up information and update the status of a pick-up.
The "Request Details" window contains all of the information pertaining to the pick-up.
The "Dispatch Input" Window is where most of the dispatching takes place. This is where the dispatcher can input notes, fares and reschedule or cancel rides.
The "Scheduler" Window is where the dispatcher and manually assign a ride and also see drivers information.
The "Driver Input" window is where the dispatcher can see information pertaining to the driver and the pick-up. The dispatcher can also edit the driver's status from this window. When the driver picks-up the patient, it is here the dispatcher will also see the eta.
The client has the ability to make requests from their portal. Lookout for these request on the Transportation Card.
Pick-up requests and notifications
Request Definitions
"Client Requested A Cancellation": Ride is booked with a driver and the client would like for dispatch to cancel the Pick-up.
"Patient Is Ready For Pick-Up": The client is requesting an immediate pick-up for the patient.
"Return Ride": This is a Ride to take the patient back home from the site.
"Client Requested A New Pick-up Time": Ride is booked with a driver and the client would like for dispatch to reschedule the Pick-up Time
"Wheelchair Accessible Vehicle": The patient can not get into an SUV or a sedan. Request an Uber for the pick-up.
How to satisfy a reschedule request
Step 1: After clicking on the transportation card with the reschedule request, take notice of the original pick-up time and the Current pick-up time. Step 2: Click on the "Reschedule Button" and change the reschedule to the current Pick-Up Time. Step 3: Click "Satisfied Reschedule Request".
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When you satisfy the request, it will remove the notification from the transportation request card.
Step 2. Cont. choose the time that matches the current Pick-up time.
How to satisfy a cancellation request
Step 1. After clicking on the transportation request card, click on the "Cancel Request" button. Step 2. Click on the "Satisfied Cancellation Request" button.
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How to satisfy the patient is ready for pickup notification
When the driver Picks-up the patient and marks his status as "Heavy" it will automatically clear the "Patient is ready for pick-up" notification.
The driver documents he/she is heavy from their app.
Missed pickups
If the driver has not updated the "Driver Heavy" status by the time of the scheduled pickup, the ride will transition to missed and it will appear at the top of the dispatch screen. When the driver picks up the patient or changes the status to "heavy" the ride will go back show as a transportation card with the status "Client Picked-up"
