Project Snapshot
Project Details | Overview |
|---|---|
Customer | Te Whatu Ora |
Sector | Healthcare |
Service | Community Health Shuttle |
Locations | Taumarunui, Te Kūiti, Ōtorohanga, Te Awamutu and Waikato Hospital |
Contract Award | Public Tender |
Mobilisation Period | 12 Weeks |
Technology Delivered | Custom Online Booking Portal & Passenger Reporting |
Vehicles | Mercedes-Benz Sprinter (14 Seat) |
Additional Services | Driver Recruitment, Training, Operational Planning & Service Mobilisation |
The Challenge
Access to healthcare starts with access to transport. Te Whatu Ora identified an opportunity to improve transport for patients travelling between Taumarunui, Te Kūiti, Ōtorohanga, Te Awamutu and Waikato Hospital.
The existing service operated as part of a public bus route. While it provided transport, it wasn't designed around the needs of people travelling to hospital. Patients shared the service with the general public, and the vehicle itself wasn't configured for longer journeys or passengers who may require additional comfort and assistance.
A public tender was released seeking a provider capable of delivering a dedicated patient transport service.
Rather than proposing a vehicle and timetable alone, Cross Country designed a complete transport solution centred on patient experience while making implementation as simple as possible for Te Whatu Ora.
Our Solution
Our proposal focused on three key areas.
- A Better Patient Experience
We specified a modern Mercedes-Benz Sprinter configured specifically for healthcare transport, featuring reclining seats, air conditioning, an easy-access step and handrails to improve passenger comfort throughout the journey. - Simpler Booking and Administration
Alongside the transport service, our development team designed and built a dedicated online booking portal exclusively for Te Whatu Ora staff.
The system allows authorised staff to book passengers quickly, manage upcoming journeys and access quarterly passenger reporting, providing greater visibility of service utilisation throughout the contract. - Local People Delivering Local Services
As part of our proposal, we committed to recruiting drivers from the local Taumarunui community. This not only met the contract requirements but also ensured patients were welcomed by drivers who understand the communities they serve.
Our proposal was successful, and Cross Country was awarded the contract.
Mobilising the Service
From contract award, we had just twelve weeks to design, build and mobilise an entirely new transport service.
During that time we:
- Prepared and refurbished the dedicated Mercedes-Benz Sprinter.
- Developed and tested the online booking portal.
- Recruited two local drivers.
- Delivered comprehensive driver training covering safe driving, passenger care, customer service and company procedures.
- Held training sessions with Te Whatu Ora staff on using the booking system.
- Developed operational procedures, reporting processes and contingency plans before service commencement.
Twelve weeks after contract award, the service commenced exactly as planned.
The Outcome
Today, patients across four communities have access to a dedicated daily return health shuttle connecting them with Waikato Hospital. The service provides a significantly improved passenger experience, while Te Whatu Ora benefits from a purpose-built booking platform, reliable operational reporting and a transport partner capable of delivering complex services within demanding timeframes.
The successful mobilisation has established a dependable service that continues to support patients accessing essential healthcare.
Capability Demonstrated
Capability | Outcome |
|---|---|
Government Procurement | Successfully awarded through a competitive public tender |
Contract Mobilisation | Complete service operational within 12 weeks |
Passenger Experience | Healthcare-focused vehicle configuration |
Technology | Custom booking portal and passenger reporting, GPS Vehicle monitoring |
Local Employment | Recruitment of local Taumarunui drivers |
Training | Driver induction and Te Whatu Ora booking system training |
Operational Planning | Full operating procedures and contingency planning delivered |
Reporting | Quarterly passenger reporting for contract management |
Looking for a Transport Partner?
Whether you're establishing a new community transport service, replacing an existing contract, or looking for a transport partner capable of delivering vehicles, technology and operational support, Cross Country can help.
From contract mobilisation through to day-to-day service delivery, we work alongside organisations to design transport solutions that keep communities connected.
