A new model for paratransit: unified operations and technology

An overview.

Paratransit is an essential lifeline. But when high costs, logistical complexity, and staffing shortages collide, even the most dedicated agencies can struggle to consistently deliver the level of service riders rely on. Trinity Metro’s leaders knew something had to change.

This on-demand webinar shares how the Fort Worth agency reimagined its paratransit operations by moving away from fragmented vendors and workflows — and instead adopting a single-partner approach that unifies both technology and operations under one roof. The result? A service that is not only more efficient for the agency but also provides newfound freedom and independence for its riders.

Discover how a cohesive partnership and best-in-class technology led to:

• A 32% reduction in passenger complaints.
• A 20% reduction in phone calls.
• 84% fewer trips longer than 90 minutes.
• A smoother operational transition (the best one Carla Forman has ever seen!) through focused data migration and staff education.
• 13% more productivity by leveraging AI-powered scheduling technology. 

Hear directly from the Trinity Metro team about how they managed the transition, aligned stakeholders, and built a more reliable and equitable paratransit service — and what they’d recommend for agencies exploring a similar change.

About the speakers.

Ralph Zaragoza

Emerging Mobility Manager, Trinity Metro

Ralph is leading the charge on emerging mobility solutions at Trinity Metro. With a passion for innovation, he collaborates across teams to deliver cutting-edge, rider-centered services that address the growing needs of the Fort Worth community and set the stage for the future of transit.

Wayne Gensler

VP of Partnerships, Via (Former COO of Trinity Metro)

Wayne brings seven years as COO at Trinity Metro to his role at Via, where he leads strategic partnerships. With his deep operational expertise, Wayne builds collaborations that blend cutting-edge technology with traditional transit systems, creating solutions that truly benefit communities.

Ariel Gordon

Director of Expansion, Via

Ariel is responsible for ensuring smooth service launches at Via, overseeing every step from planning to execution. She’s focused on delivering quality transit solutions on time, ensuring that each new service meets the needs of riders and communities.