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Considering new paratransit software? A boring transition is better. So if you're looking forward to panicked rider calls, late arrivals, and an influx of complaints — this guide might not be for you.
Implementing new paratransit software may mean changing tech, processes, and rules that riders have used for decades. It's complicated — agencies need to do all of this while focusing on efficiency and performance goals. Not to mention getting riders excited for, rather than feeling burdened by the change. We've done dozens of software transitions from legacy providers and launched 30+ paratransit services in 2024 alone. And the results speak for themselves:
In a recent launch in Suffolk County, New York, rider complaints and help center calls decreased by 50% following the implementation of Via’s paratransit software.
How can agencies keep riders happy amidst a transition? Below, we share select best practices for rider management during this critical time. We've grouped them into 3 categories: relationship management, marketing, and operations support. Let's get into it.
Leverage trusted relationships.
It’s no secret that the paratransit community is a tight-knit one. Drivers and booking agents often bond with customers over years of routine journeys to appointments, errands, and social events. Agencies can leverage these trusted relationships to help riders prepare for and embrace a change.
1. Get call center managers and reservationists on board.
Equip them with all they need to know so they can help manage rider expectations and reduce confusion. Paratransit riders want to know that the service will keep its promise to get them where they need to go, safely and on time. And learning about upcoming changes and benefits from a familiar voice can inspire confidence in the new service.- Tip: provide pamphlets and FAQ scripts to ensure they’re delivering accurate info about the change.
2. Enlist drivers as frontline communicators (and researchers).
Drivers are tuned into what’s happening from pickup to drop off, so they are well positioned to share important service news and relay rider feedback to central teams. This gives headquarters awareness of issues that affect particular riders, centers, or the entire network. Proactively ask them for their insights into rider sentiment; they’ll give you the real scoop on how riders are feeling about the change and provide tips on where to focus or adjust communication efforts.
3. Collaborate with community ambassadors.
Directly reach out to local senior centers, dialysis centers, and nursing homes to explain changes and provide them with supporting materials. We’ve found that these facilities are open to hosting informational sessions and providing How to ride guides and other instructional materials during the transition period. During a software transition for CATS On Demand in Baton Rouge, LA, we distributed over 250 community engagement pamphlets to 10 dialysis centers so they could help inform riders about the change.
Reach riders with smart marketing.
Well-intentioned transit agency leaders sometimes keep software transitions quiet in an effort to minimize rider concern. But we’ve seen that even the smallest changes can shake riders’ confidence in your service, if they come as a surprise. So we recommend targeted, proactive communication to help riders stay informed.
4. Highlight what’s staying the same.
Paratransit riders need to know what will change and the steps they should take to adjust. But what’s more important is maintaining a sense of calm by emphasizing the parts of their routine that will remain consistent. Our rider surveys show that having a consistent and reliable service is a top priority for riders. In August 2024 when Via took over software and operations for the entire transit network in Sioux Falls, we were sure to emphasize that the drivers and voices on the phone would stay the same.
5. Reach a diverse group with accessible marketing.
This means providing materials with large fonts and high color contrast for seniors and visually impaired riders, relevant languages, and various types of communications like fridge magnets, pamphlets, and direct mailers so riders can read the materials on their own time. Check out this How to ride video from our partner in Durham Region Ontario, Canada. Town hall meetings and other in-person events also create moments for empathetic rider education.
Partner with vendors with first-hand operational experience.
In an industry where the unexpected is expected, an experienced software partner addresses challenges with a mix of smart technology, on-the-ground expertise, and customer support. Our final two tips are informed by our experiences as paratransit operators.
6. Invest in robust data-cleaning to set the foundation for success.
Ask potential software providers to walk you through their data migration, validation, and quality assurance processes. Getting these steps right sets the foundation for a smooth rider (and staff) experience. When Suffolk Bus Corp transitioned their 250+ vehicle paratransit service to Via, we advised their booking agents to proactively confirm riders' phone numbers so every customer could benefit from new features, like automated trip notifications.
7. Reach out to your most frequent riders.
For example, Via’s community engagement team launched a call campaign for CATS On Demand to ensure rider account information was up-to-date. The team coordinated calls to over 110 subscription riders to notify them of the transition, confirm their ride subscriptions, and understand unique pickup and dropoff requirements. These nuanced requests are then reflected in the Via system for all subsequent trips. The results? When “Ms. Doe” prebooks her weekly ride to the dialysis center, the driver sees that she needs to be dropped off at the side entrance of the medical building because it’s closer to where she needs to check in. Investing in outreach to your most frequent riders results in smoother shifts for all.
Want to talk about software transition best practices? Reach out.
