Case Study

HRT Paratransit

Hampton Roads, Virginia, USA

Geography

Suburban

Urban

Use Case

Paratransit

Fleet

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.”

Rachel H.
Hampton Roads Transit paratransit rider

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