Across the country, transit agencies are choosing to work with a single vendor to provide both paratransit service (operators, fleet, maintenance, etc) and technology under one roof. Why? Because when breaking down the tech-operations silos, service improves for riders and agencies alike.
The data backs it up: unified systems have been shown to increase on-time performance, reduce cost per trip, and simplify day-to-day management. Put simply: a single vendor streamlines the end-to-end management process. Separate contracts for scheduling software, dispatch operations, and operator management create silos that slow you down. A unified, tech-enabled model gives you one system of truth — one accountable partner — and the flexibility to innovate.
If you’re on board with this approach, the next step is learning how to get it right. What should you ask for in your RFP? What should you avoid? And how do you attract the most qualified, forward-thinking partners to respond? Let’s dive in.
Not ready to fully combine yet? That’s okay. We recognize that not even agency will be able to move immediately to a unified model. Even if you can’t procure tech and ops together right now, the same principles apply. Look for operational providers who have hands-on experience with modern software — or software providers who understand the realities of daily operations. You can still use the questions below to assess how effectively your potential providers have integrated tech into their operations.
Laying the groundwork: process and preparation.
Get industry intel early.
Bring in multiple providers early — not just to collect quotes, but to learn what’s new. Ask for demos, visit their operations, and invite them to see yours. Seeing how different providers operate will help you define what “good” looks like and write an RFP that attracts well-informed, modern proposals.
“Poke around and see how others have done it. You have to reach out to other people, you can’t operate in a vacuum.”
— Cheri Solieau, former Director of Planning and Program Development, Capital Area Transit System (CATS)
In the end, while you may be shopping for specific features and capabilities, this process facilitates a level of relationship-building. Vendors want to get to know you too — and there are definitely more fun ways to do that than sending 50-page documents back and forth.
Build cross-functional buy-in.
A unified paratransit RFP involves a transformational decision that touches IT, legal, finance, operations, and customer service. Start internal conversations early. Make sure all departments understand why this model matters and what success looks like for them. Their input will ensure your RFP captures every angle, and their buy-in will smooth the path to approval.
“The thing with transit is, if you try something and it fails, people’s memories are long. People remember the failures, so your service needs to be structured correctly… When we’re launching a project, the assumption from the get-go — if we’ve done our research properly, if we’ve talked to people in the area and the stakeholders — is that the project will be successful.”
— Cheri Solieau, former Director of Planning and Program Development, Capital Area Transit System (CATS)
Share data, which leads to better bids.
Agencies sometimes hold back on sharing operational data, but even a week’s worth of trips, schedules, and shifts can make a difference. It also gives you a chance to assess potential vendors' prowess when it comes to turning dense service data into actionable insights for your team. The data-driven vendor will use the data to identify additional areas of improvement that your team may not have even included in the RFP.
“The most important thing for us was to have a service provider who were the experts. I did not want us to be prescriptive in what we said we truly wanted, because maybe that wasn’t the best service that would be offered… I wanted to create a box of what we wanted, but let our RFP responders tell us how to meet our goals within that box.”
— Brian Bauerle, Vice President, Camden Community Partnership
The best RFPs describe problems, not solutions.
The most effective RFPs define the goal, not the step-by-step solution. Say: “We need instant communication between dispatchers and operators.” Don’t say: “All vehicles must have two-way radios with 12-inch antennas.” The RFP language should remain open to a variety of operational and technical approaches, as long as they fulfill the stated needs.
When you’re clear about the problem at-hand — whether it’s low utilization at particular service hours or fulfilling excessive paratransit requests within budget — vendors are able to use the full scope of their resources to brainstorm creative solutions. Be bold: We want to see what your dream service would look like, so we can start charting the path to get there.
When you describe the problem area instead of prescribing the tool, you open the door for innovation. That’s how you discover better technology and more cost-effective approaches.
From principles to practice: RFP criteria checklist.
Once your internal team is aligned and ready to move forward, it’s time to define exactly what you’re asking for “turnkey” paratransit service. The checklist below outlines the key components of a strong RFP for unified, tech-enabled paratransit operations, and what to look for in a potential partner.
Operators and workforce.
operator shortages are real, especially in the paratransit field. Technology should be part of the solution to address that. Ask potential providers how they use digital tools to recruit, train, and retain their workforce. Encourage flexibility in workforce models. Look for examples like:
- Online or app-based recruitment and screening
- Digital interview and onboarding workflows
- Mobile tools for shift claiming and schedule transparency
- Real-time communication and feedback channels
Experience with technology and operations.
Your goal is to find a provider who’s fluent in both.
- How many times has the proposed team deployed and used this software in active operations?
- Who on your team is responsible for technology, and do they have hands-on experience (not just IT oversight)?
- How many workers in transit operations actively use this platform today?
Meanwhile, ask vendors to provide proof — not only of their qualifications, but of their experience with complex projects in the transportation technology space. This ensures the provider isn’t learning on your dime, they already know how to make the system perform from day one.
Customer service.
A unified provider can train call agents directly on the technology they use daily, ensuring smoother, more responsive rider support.
- How many times has your customer service staff used this exact software they are bidding on in live operations?
- How do you ensure that support agents have localized, specific information about our agency? How does technology support this?
- What self-service options could riders possibly have to reduce agency call volume and improve access?
The best providers will also embrace tech features that reduce the need for riders to call in the first place. This gives tech-savvy riders instant access to info, while reducing call wait times for riders who really need personal assistance.
Look for tools like:
- Rider booking app, and caregiver apps
- AI-enabled phone agents
- Real-time trip tracking and updates
Safety.
Safety features should evolve with technology. Ask providers how they use data and analytics to go beyond basic safety-related compliance. For example:
- AI-powered safety cameras that flag risky behavior and automatically prompt which operators need retraining
- operator performance dashboards that identify trends before incidents happen
Modern paratransit operations use technology to keep passengers, operators, and vehicles safer every day.
“Our Executive Director is pro-innovation and technology, data, performance metrics, all of that, so she’s baked that into our philosophy of doing everything. We knew that we wanted some good performance metrics and things of that nature. Typically with all the projects we do, we do some sort of ‘lessons learned’ report; we don’t want to do a project and then it’s done and nobody even remembers it happened.”
— Grant Sparks, Director of Statewide Transit Programs, Virginia Department of Rail and Public Transportation (DRPT)
Innovation.
When your operator also owns and builds the software, they have direct incentives to improve the technology and innovate. Ask providers for real examples of how they’ve evolved their technology based on feedback and responses from software users. Examples might include:
- New features added after customer requests
- Enhancements to support same-day or flexible scheduling
In general, look for proof that your potential partner listens, learns, and improves continuously.
Single point of contact.
When tech and operations are unified, you don’t need to chase two different vendors for answers. Ask for one dedicated point of contact who understands your service’s technology, daily operations, and relationship history. Look for providers that can give you one hand to shake.
Transparent reporting.
Agencies should have instant, self-serve access to all your paratransit service data — not wait weeks for reports. Look for a partner that provides a portal that you can access at any time. Ask:
- Can we access a live dashboard or portal at any time?
- Are there extra fees for custom reports or analytics?
Pro tip: the best partners include comprehensive reporting tools at no additional cost. Transparency shouldn’t be a line item — it’s table stakes.
Connected paratransit.
The most forward-thinking agencies are connecting paratransit with the rest of their network. Look for providers who can integrate your paratransit service with fixed routes, microtransit or other modes, directing eligible riders to the most efficient option for their trip. Connected systems create efficiency, equity, and choice for riders — and save agencies money in the process.
Closing thoughts.
When technology and operations move as one, everyone moves better. Unified, tech-enabled paratransit isn’t just an operational upgrade, it’s a mindset shift. It’s about breaking silos, designing smarter systems, and giving riders the dignity and reliability they deserve. Getting the RFP right is how it all begins. Define the outcomes you want. Invite innovation. Ask the questions that reveal who truly knows how to run and modernize paratransit service.
Interested in learning more? Contact our team
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