How modern eligibility software improves paratransit service, cuts costs, and builds equity

Traditional eligibility processes are manual and time consuming. Managing paper applications, phone tag with applicants, and disjointed databases eats up time you could otherwise spend on customer care or proactive service improvements. Moreover, outdated eligibility management processes make it nearly impossible to connect paratransit riders to the lower-cost, accessible services they’re eligible for (e.g., microtransit). This gap hurts your bottom line and limits riders' freedom.

That’s why Via built modern eligibility software that serves as the foundation for paratransit transformation. 

• Already a believer? Jump to a list of 5 questions to ask before choosing a provider.
• Want the details? Read on.

The basics: transform daily operations by digitizing and automating critical processes. 

Via’s Eligibility Manager was designed to streamline the eligibility process for riders and staff alike.  Here’s how:

• Accept digital rider applications: Rider-facing portals let applicants submit forms online, and all info flows directly into the system — no scanning, no manual data entry. Of course, you can always accept paper applications from riders who prefer them.
• Ditch the filing cabinets: When customer files are stored online, you can find any record you need, in seconds. Never sift through a stack of dusty, disorganized papers again.
• Track deadlines and improve compliance: Digital task management means staff can easily see what’s pending, what’s missing, and what’s due — ensuring timely decisions and fewer errors.
• Save time on rider comms: Features like automatic letter generation allow staff to create customized letters in one click, speeding up approvals and keeping customers in the know. 
• Manage eligibility in the same place you manage the rest of your service: Using one system to manage both eligibility and scheduling means that eligibility information (like contact info and mobility needs) flows through to the rest of the system. This means everyone, from booking agents to operators, has up-to-date rider info at their fingertips. No manual data updates required.

The next step: using eligibility management to build a more equitable and efficient transit network.  

For agencies under pressure to do more with less, paratransit services often present a painful dilemma: how to provide high-quality, legally mandated service amidst rising costs and limited staff capacity. One increasingly popular solution is Connected Paratransit. In this service model, sophisticated technology assigns eligible riders to the most efficient, accessible mode — whether that’s dedicated paratransit, microtransit, or fixed route — reducing costs and giving riders more travel options. 

And that’s where the real power of modern eligibility software comes in. Done right, eligibility data flows seamlessly into scheduling and dispatch, allowing riders to be matched with the right service at the right time. 

What does this look like in reality? Instead of defaulting every eligible rider to a dedicated paratransit van, modern eligibility software allows agencies to: 

• Offer accessible microtransit for spontaneous, same-day travel
• Recommend fixed-route trips when they’re accessible and efficient 
• Schedule paratransit trips that connect riders to accessible fixed routes
• Commingle ADA riders and general population riders on the same vehicle

This isn’t a fantasy. In Summit County, Utah, commingling microtransit and paratransit has enabled same-day trips for paratransit riders since 2021. In the Durham region of Ontario, near Toronto, Via’s  transit agency partner will soon be introducing accessible fixed-route referrals for paratransit riders.

Helping riders discover the breadth of services available to them has real results. In Sioux Falls, SD, for example, paratransit-eligible riders are increasingly choosing microtransit. As of late 2024, nearly 20% of their trips were taken on flexible, lower-cost microtransit options — reducing overall costs while improving rider freedom.

This isn’t just operational efficiency — it’s a meaningful step toward equity. Riders with disabilities gain access to more flexible, user-friendly services. Agencies reduce costs while expanding mobility. And paratransit becomes part of a connected, rider-first transit network.

To summarize:

Transit agency leaders serious about transforming their paratransit service are recognizing the importance of a modern approach to eligibility. Key benefits include: 

• Better customer service. Modern eligibility software automates manual processes — like application review and letter generation — freeing up staff time to focus on rider support.
• Fool-proof compliance. Built-in validation tools, timeline tracking, and digital file storage reduce errors, support regulatory compliance, and cut down on rider phone calls.
• Cost savings. Features like conditional eligibility help connect riders to accessible, lower-cost services (like fixed route or microtransit), saving the agency money.
• Equitable service for all. Connecting riders to services like microtransit or fixed route gives them more options and spontaneity, improving freedom of movement.

Before you go: 5 Questions to ask before choosing eligibility software.

1. Does it offer a rider-facing eligibility portal that can be customized to meet our service requirements? This reduces physical file storage, reduces phone calls, and empowers riders to self-serve.
2. Is it integrated into my broader paratransit scheduling and routing software? This means that eligibility information (like contact info or mobility aid requirements) automatically flows through to the rest of the platform). No manual entry or clunky integrations required.
3. Can this platform help streamline rider communications? For example, by automatically generating customized status update letters.
4. Can this software manage the eligibility rules for multiple services at once? For example, a veteran’s shuttle, ADA paratransit service, and microtransit service. This means your staff only has to learn and manage one eligibility system across your entire family of services.

5. Does this software support features like conditional eligibility, or fixed route referrals, that connect riders to lower-cost (and accessible) service? This saves you money and gives riders more flexibility.

🔎 Deep dive: learn more about Via's Eligibility Manager.

Want to modernize your eligibility management system? Drop us a line below.