Getting Every Rider Ready for a Big Transit Network Change

Will the bus I've taken for years work differently? Will a change to my paratransit service mean I might miss an essential medical appointment? Will a smaller vehicle make it harder for me to take a trip to visit family?

Public transit is a vital lifeline for the people who rely on it; critical for access to jobs, to school, and to healthcare. Changing that system brings uncertainty and even fear.

At Via, our Community Engagement team has helped dozens of cities prepare riders for a network transition. Below we walk through three recent examples of network changes and the core strategies we used to make sure riders were confident, comfortable, and ready to ride:

Full network redesign: Mobile, AL

Second Line Transit (formerly The Wave) re-branded, re-designed its fixed route network, and significantly expanded its microtransit service.

• Involve the community before the new network map is final: Early conversations with community organizations shaped the new transit service design. Residents even voted on the new brand name! Through our on-the-ground engagement, we learned about the transit network's history and identified historically underserved communities - pivotal to the project’s goals.
• Change the messaging by phase: Our pre-launch engagement was about general awareness and educating organizations about what microtransit is, while launch week narrowed to one specific question: "How do I get from point A to B on my commute?" Post-launch, we transitioned to ongoing education and easing the challenge of accessing the new service through technology.
• Ride the new routes: We conducted daily "Ride-Aheads" for the first six days to inform riders that old stops were no longer in use and ensure they could find their way to the new ones. Staffing a daily table at major transit hubs during and after launch also helped ensure riders were supported making critical transfers as they learned the new schedule.
• Start early: In the month prior to launch, we hosted 26 office hours, 11 ride-alongs, and over 25 community organization events. We positioned ourselves around the city where we could reach bus riders directly. The number one goal was distributing educational materials so riders have the information they need to confidently navigate the system on day one!

Replacing underperforming fixed-route with microtransit: Springfield, OH

The City replaced its struggling fixed-route network with a new microtransit service called Field Trips, which also integrated the prior system’s Dial-A-Ride and paratransit services.

• Answer each rider group's specific questions: Bus riders asked, "How do I get to work now?" Dial-A-Ride riders asked, "How do I reserve a ride?" Paratransit riders asked, "What changes for me?" We addressed each group's concerns through the targeted distribution of information and resources.
• Reach riders who won't see a social media post: Letters and a call campaign went directly to Dial-A-Ride and paratransit riders, and flyers were provided in English, Spanish, and Haitian Creole to support the local demographic.
• Use trusted messengers: From foodbanks to local churches, we engaged over 30 organizations, participated in 20 community-wide events (including the County Fair) to spread the word. Organizations were equipped with training to educate their riders about how to use the Field Trips app and ensure all their questions were answered.

Paratransit transition: Citilink Access, Fort Wayne, IN

An operator and software transition for paratransit service

• Go to the people who support riders: In the weeks leading up to launch, we visited day centers, medical facilities, and senior centers that host paratransit riders. We distributed printed materials and informed staff exactly what was changing and what was staying the same for their riders.
• Support your biggest champions: We offered a community forum for stakeholders who support paratransit riders. This train-the-trainer style seminar was designed to inform partners of changes riders might experience, educate them on the service enhancements, and answer lingering questions so they could become fully informed champions of the new operation.
• Treat the first weeks as a listening tour: Partners helped us adjust operations to ensure our most vulnerable riders were supported. During the first few weeks of service, we made sure community stakeholders knew exactly who to contact with feedback. This helped us quickly flag pickup times that didn't match day center hours, resolve trips that weren't grouped efficiently, and clarify how riders with low vision could identify their vehicles.
• Share the benefits of the mobile app while reassuring riders: We paired app walkthroughs with phone-booking support, reassuring riders that they will always have the option to book by phone. Many paratransit riders were excited about the technology available to them through the app, and our education sessions showed them how the app enhances their experience through live tracking, a calendar of scheduled rides, and easy booking and cancellation.

Key Takeaways

• Start with trusted organizations: They are essential partners for sharing vital information with riders we cannot reach through digital means.
• Tailor the message to each rider group: Every question is personal; make sure all riders know you are speaking directly to them and understand their daily experience.
• Stay visible after launch: Launch day is just the beginning of how we support riders on our services.
• Understand that change is difficult: Every rider deserves clear, upfront, and accessible information to successfully navigate their transit system.