Revolutionizing trip routing for transportation companies

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Project deteils

Case Study Summary

Industry

Healthcare, Logistics

Client

NEMT company

Project duration

6 months

Location

New York, USA

Team

3 FTE

Services

Web development, API Integrations. Cloud migration

Project overview

A New York-based NEMT company partnered with GIS Art to upgrade its transportation management system in order to improve service quality, reduce passenger no-shows, and win new contracts. We added SSO for insurance providers and automated notifications with real-time vehicle tracking for passengers. This helped the client boost operational efficiency, reduce costs, and increase revenue.

Сhallenge

The NEMT company’s existing system lacked real-time notifications of passengers about upcoming trips and delays, leading to no-shows and frustrated clients. To remain competitive, the company needed a more reliable solution to improve service delivery and customer satisfaction. On the other hand, the notifications and a passenger web app were required for a contract with a new client.

They also required Single Sign-On (SSO) for a contract with a new insurance provider to save their time on user administration.

Tight deadlines, changing requirements, and the need to integrate new technologies made the project more complex.

Solution

OUR approach

Agile Methodology and Sprints

Using Agile methodology, we structured the project into sprints to meet the six-month deadline. This allowed us to adapt quickly to changing requirements and minimize risks.

Continuous Refinement and Testing

After each sprint, we improved the process according to the retrospective results. Both manual and automated testing ensured the software was reliable and supported rapid feature releases.

SMS Notification and Cost Optimization

To reduce patient no-shows, we implemented automated SMS and voice notifications of passengers with trip data and vehicle tracking links. Initially using Twilio (suggested by the client) for sending messages, we researched other similar tools and switched to Telnyx, which reduced notification costs by about 70%.

SMS message number and size were optimized to decrease their cost.

Main Features

Single Sign-On (SSO): Simplified access and user management for insurance providers, improving security and user convenience.
Automated Notifications: Passengers receive automatic SMS and voice messages about upcoming trips and their status updates, reducing no-shows.
Passenger Web App: Allowed users to track trips, vehicle location, and ETA in real-time, access driver and vehicle details, and contact the driver.
Scalability: Designed to handle a growing user base and high data volumes efficiently (more than 20000 messages a day).

Tech Stack and Architecture

Tech Stack

GIS: OpenStreetMap, Google Maps API
Frontend: Angular, Typescript, JavaScript, HTML, CSS
Backend: PHP, Phalcon
Notifications: Twillio, Telnyx
Database: MySQL
Infrastructure: AWS Cloud
Containerization: Docker

Software Architecture

The Angular framework on the frontend and the MVC architectural pattern on the backend were used to ensure maintainability, scalability, and flexibility.

This design enabled seamless integration of new features and supported high-performance operations under heavy workloads.

Infrastructure

We used AWS Cloud to meet HIPAA compliance requirements and ensure scalability. Docker was utilized to create consistent deployment environments, simplify updates, and support quick rollbacks when necessary.

Outcomes

With our solution, the medical transportation company improved service quality, streamlined operations, and increased profit. Key outcomes include:

New Contracts
Adding SSO and passenger notifications enabled the client to meet insurance companies’ requirements and secure new contracts.

Higher Employee Productivity
SSO allowed employees at insurance companies to log in once to access all systems, eliminating the need to manually create accounts in the NEMT company’s system. This saved time and improved efficiency in handling customer requests.

Fewer No-Shows
Automated notifications of passengers and real-time tracking of vehicle location and ETA reduced client no-shows, boosting profitability.

Operational Efficiency
The automated notifications reduced loading of the call center, thus cutting operational costs.

Stronger Client Loyalty
The tailored and compliant solution improved relationships with insurance companies, resulting in extended contracts and long-term partnerships.

The passenger experience was improved by real-time updates and ETA tracking, resulting in extra trip orders.

Client Review

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