Case Study
HRT Paratransit
Hampton Roads, Virginia, USA
Suburban
Urban
Paratransit
85 vehicles
94%
on-time performance
39%
decrease in average trip duration
30%
decrease in call volumes
Overview
Transportation in Hampton Roads, Virginia, is no small feat. The agency tasked with connecting this sprawling metropolitan area, Hampton Roads Transit (HRT), operates bus, light rail, and ferry routes, in addition to an extensive paratransit service that completes more than 360,000 trips per year. In late 2019, driven by mounting costs and frustrations from riders experiencing unreliable vehicle arrival times, circuitous routes, and inflexible scheduling transit leaders knew this service needed an operations and technology overhaul. They issued an RFP, which Via won.
Solution
In February 2020, Via took over operations and maintenance (O&M), and the technology for HRT’s entire paratransit service from two legacy providers. Via introduced proprietary software, including intelligent routing algorithms and sophisticated rider and driver apps and leveraged its broad experience managing large driver populations to run the operations. A call center, web portal, and rider app give customers flexibility when booking rides, while in-app notifications, SMS reminders, and automated voice calls ensure passengers stay informed.
This app makes my life so much better. I don’t have to keep calling in. I can see where my driver is.”
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