A new vision for paratransit: breaking down the tech-operations silos

Growing ridership. Funding uncertainty. Shrinking resources. Ever-evolving passenger expectations. Delivering lifeline paratransit services is more complicated than ever. In response, many agencies are embracing modern, dynamic scheduling software, a step proven to improve efficiency and on-time performance.

However, those seeking truly dramatic improvements are going even further: unifying paratransit operations and technology by choosing one provider specializing in both. This unified approach allows providers to streamline procurement and vendor management, provide higher-quality service, and serve more riders more efficiently.

From a coastal town in Wisconsin to the most populous metropolitan area in Texas, leading transit agencies are seeing results:

• On-time performance increased to 98% in Green Bay Metro’s commingled paratransit and microtransit service.
• Capital Area Transit System reduced call response time by 86%.
• Customer complaints were cut by 32% within a few months in Fort Worth, Texas.
• Trinity Metro reduced rider calls by 20%. That’s 1,130 hours saved for the staff time in the call center since October 2024.

Here are some of the ways this holistic tech-operation solution helps agencies achieve higher quality and higher efficiency paratransit service.

Operational excellence for you and your riders.

This unified approach is demonstrated to improve safety, efficiency, and rider experience across the board. Here’s how:

• Safer service. When technology is woven into every aspect of the operator and passenger experience, operators can identify and intervene in many potential issues before they happen, keeping your riders safe and service running smoothly. For example, AI-enabled telematics proactively monitor driver behavior, flagging risky behavior and automatically triggering operator retraining. If an incident does occur, the unified provider can easily investigate it using GPS and rider complaint data, and quickly implement corrective measures to prevent future issues.
• Maximized efficiency achieved via data-driven, nimble operations. Real-time and historical data from your service (and others like it) is analyzed to inform better service design, scheduling, operator incentives, and more. When operations and tech are integrated, your service can adapt quickly. For example, Via’s Supply Studio uses data from millions of rides to optimize shift planning, proactively adjusting for seasonality, weather conditions, and local patterns. The result? Exactly enough vehicles on the road to serve every ride, and no paying for empty hours.
• Smoother rides, happier riders. A complete provider uses technology to provide 5-star customer service. Sophisticated scheduling and routing optimize trip assignment and planning in real-time, improving on-time performance and reducing trip duration. Rider-facing technology, like mobile booking apps, online eligibility applications, and AI-powered IVR systems, creates a modern, accessible service experience for riders, and fewer phone calls for you.

Streamlined vendor management: simplicity at every step.

Choosing a unified vendor means you spend less time on costly procurements and complicated contract negotiations with multiple vendors. You get it all done in one fell swoop. 

Service administration is easier, too. A unified provider means one point of contact, and finely-tuned internal processes — not to mention technologies — to facilitate smooth daily service. You’ll never feel like the middleman, stuck coordinating between your tech and service providers. Problems get solved faster, with fewer phone calls.

Risk-proof, turnkey innovation — nobody is a guinea pig.

A unified system doesn’t just optimize today’s service, it allows agencies to implement cost-saving, rider-friendly innovations, risk-free. Instead of navigating the uncertainty of new vendors and complex integrations, you can safely test and scale service enhancements from one accountable provider, such as commingled service, same-day booking, or fleet electrification.  

Investing in innovation pays off. By commingling paratransit and microtransit fleets, High Valley Transit in Summit County, Utah, significantly enhanced vehicle capacity and rides aggregation, increasing productivity by over 150%.

The future of paratransit belongs to agencies that embrace unified partnerships — ones that seamlessly integrate technology and operations for smarter, more efficient service.

Looking forward.

Not ready to adopt a unified model just yet? You can start by evaluating potential software providers' operational experience and know-how. This is a great step in the right direction. Ready to learn more about what this could mean for your system? Visit our paratransit solution page, and we’d love to chat!