Rides

Creating a New Ride

Rides are created for clients (riders) on behalf of partners by either partner or broker user roles.

Steps to Create a Ride in OTG:

- 1. Login to OTG
  - • Launch the OTG application in your web browser.
  - • Enter your username and password, then click Login.
- 2. Ride Management Screen
  - • In the left-hand navigation menu, click on "+ (Add)" and click on New Ride.
- 3. Create a New Ride
  - • Click the "+" (Add) button, usually located at the top of the Rides page.
  - • Follow the instructions and then a form will appear for entering ride details.
- 4. Enter Rides Information (if required for documentation consistency)
  - Fill in the necessary details such as:
  - • Ride date, Purpose.
  - • Pick Up, Drop Off and Schedule Preference.
  - • Any additional fields marked as required.
- 5. Save the Ride
  - • After entering the information, click the "Create" button.
  - • A confirmation message should appear indicating the Ride has been successfully created.

Create Ride

Rides can be created either as One Way, Round Trip or Multi Leg rides.
Rides are created for clients (riders) on behalf of our partners by either partner or broker agents.
Broker or Partner agents can schedule and create single rides.
Rides:
- - Are created for client.
- - And optionally for one or many of their escorts (caregivers, children, spouse).
- - Are scheduled or unscheduled.
- - Unscheduled rides are called will call rides. They typically have a pick up date, but time is not yet defined until a dispatcher/CSR schedules it.

Search/Select Clients

Agents start typing the client’s name in the ‘search for an existing client’ field OR if the client is not found or does not exist, they can select the ‘add new client’ button to create a new client record as part of the ride creation process.

Ride Survey

Ride survey drawer will appears only when creating first ride of the month.

Select Voucher Screen

If voucher is present for a client, the select voucher drawer will appear. select the voucher and click on next button .

Confirm/Select Ride Date

Upon selecting the correct client record, agents are taken to the ride creation form where client data is fetched and defaulted to streamline the ride scheduling and creation process.
The first step is for the agent to define the scheduled ride date at the top of the screen. It’s defaulted to today’s date.
The agent can select the yellow forward button (triangle to the right of the date) to go to the next or a future date OR then can select the calendar icon to choose a date in the future.
Selecting a date from the calendar picker updates the day and date information and closes the picker. The yellow back button (triangle to the left of the date) is defaulted to a gray color to prevent agents from selecting a date in the past. However, if the current date selected is a date in the future, then the back button is selectable only back to today’s date.
One Way Rides: One way rides are rides created from point A (pick up location) to point B (drop off location).
Round Trip Rides: Round trip rides consist of two rides or legs. An A-leg from point A (pick up location) to point B (drop off location) and a B-leg from point B (pick up location) back to point A (drop off location). The B-leg ride is the reverse of the A-leg ride.
Multi-Leg Rides: Multi-leg rides consist of multiple rides or legs. An A-leg from point A (pick up location) to point B (the first drop off location), a B-leg from point C (pick up location) to point D (the second drop off location), a D-leg from point D (pick up location) to point D (the next drop off location) and so on.

Confirm/Select Pick up Address

Regardless of the ride type selected, the pick up address is defaulted from the client’s default address.

Select Drop off Address

Once the pick up address is selected, the drop off address is selected (via the autocomplete address ) or the address key entered.

Confirm/Select Client Requirements

Client needs are populated/displayed based on the client’s needs defined within their profile.
Certain need types are always displayed for all clients across all partners. These include:
- - Level of Services (Ambulatory, Wheelchair, Stretcher)
- - Assistance Type (Curb to curb, door to door, door through door)
These values are passed from the client profile record if defined, however they can be changed during the ride creation process. All other client needs are optionally defined. Upon ride creation, client needs are created within the ride details.

Confirm/Select Additional Passengers

If set at the client level, additional passengers (or escorts) are defaulted into the ride record by client. One or many additional passengers may be associated to a client.
Passengers passed into the ride can be changed or additional passengers can be added by selecting the ‘+' button.
To add a new passenger the agent enters the passenger’s first name, last name and relationship (caregiver, child, grandparent, grandchild, parent, partner, relative, sibling, spouse).
Passenger information is passed into the ride details so that transportation providers know how many seats this client ride requires.
The number of riders calculation field = client + passengers(n).

Confirm/Select Driver Notes

If set at the client level, driver notes are defaulted into the ride record by client. These notes can be added, updated or overwritten during ride creation. A word tracker calculates the number of words typed by the agent (up to 80 words). Upon ride creation, these notes are added to the ride details.

Add Ride

Upon selecting the add ride button, a new ride record is created for the selected client and partner. Ride Status: Set to a ‘Pending’ or Scheduled or Will Call status

Flex Ride

Flex Ride is a ride type that gives passengers the freedom to decide when they are ready to be picked up. Unlike a scheduled ride, a Flex Ride does not require committing to an exact pickup time in advance. Instead, the passenger simply notifies when they’re ready, and the ride is dispatched accordingly.

How Flex Ride Works

1. Create a Ride
- Start by creating a new ride in the system.
- Enter all required trip details (pickup, drop-off, passenger information, etc.).
2. Enable Will Call
- Toggle the Will Call option.
- Once enabled, you will see two new sub-options:
  - • Text When Ready
  - • Call When Ready
3: Choose Notification Method

Text When Ready
- When selected, the ride is created as a Flex Ride.
- The client will receive an SMS notification with the Ride Link in case of Lyft; for Uber, the client must reply to the SMS with the given code.
- The client can then dispatch their own vehicle at the time of readiness.
Call When Ready
- Works exactly like the current Will Call ride functionality.
- The passenger makes a call when ready, and the ride is dispatched by the agents.

Dispatch Flex Ride Now / Dispatch Now

The Dispatch Now option allows agents to immediately send a vehicle for a passenger who previously booked a Flex Ride with “Text When Ready” or “Call When Ready.”

How It Works

1. Flex Ride Created
- Passenger books a ride using the Will Call toggle.
- Ride is created as a Flex Ride (with “Text When Ready” or “Call When Ready”).
2. Passenger Notifies Readiness
- If “Text When Ready” was chosen → In the OTG system, Dispatch Flex Ride Now option is present which allows agents to dispatch ride on behalf of the client without replying back to SMS. NOTE: In this case rides can be dispatched by the agents or client can also dispatch their own ride via received SMS.
- If “Call When Ready” was chosen → In the OTG system, Dispatch Now option is present which allows agents to dispatch ride for the client. If Pre assigned provider is selected and ride is Dispatched Now it will be automatically assigned to the provider with the lowest fare.

Will Call, Assigned, and Preassigned Statuses (when “Call When Ready” is enabled)

These statuses help track the current state of a ride within the scheduling and dispatching process:

Will Call Pre assigned: The ride has been scheduled, but the pickup time is not confirmed. The rider or authorized representative must call in to activate or finalize the ride time. Ride is preassigned to a provider for calculating estimate price in case vouchers and eligibilities are applied.
Assigned: The ride has been assigned to a transportation provider. All details such as pickup time, provider name, and vehicle type are confirmed and ready for dispatch.

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