Modern paratransit: 5 steps of a successful software transition

Just as moving into a new house requires pre-planning, transitioning to new software requires thoughtful preparation. Over the past decade, we’ve worked with agencies of all sizes, from rural towns to bustling metropolitan areas, and launched 120+ paratransit services across the US. In this article, we share a proven framework for successful transitions, broken down into five actionable steps for a successful upgrade.

Bring all stakeholders together to set clear goals and success metrics.

Setting clear goals, aligning teams, and addressing data migration complexities upfront ensures a strong foundation for a seamless paratransit software transition.

• Sync on goals: Switching scheduling software is inherently complex, especially with paratransit’s stringent regulatory requirements. That’s why having aligned goals across teams is very important in the first phase of implementation. Whether your goals center on increasing fleet efficiency, improving on-time performance, or streamlining operations, getting buy-in from all stakeholders early — including leadership, schedulers, operators and dispatchers — helps ensure the transition stays on track.
• Bring all voices to the table: Start by conducting workshops or surveys to gather input from all relevant departments. What are the team’s pain points? What key performance indicators matter most to you? For example, some agencies prioritize service reliability and building rider trust, while others focus on stretching a better balance between efficiency and service quality. 
• Data migration: This is one of the most significant watch-outs during the preparation phase. Paratransit transitions require extensive and careful data migration of rider account information including (but certainly not limited to!) their mobility aids, disability types, eligibility periods, emergency contacts, favorite addresses, and existing ride subscriptions. Agencies benefit from using a data migration as an opportunity to to ensure that the rider information in the new system is a “clean slate”. 

🌟 Pro Tip: Adopt a collaborative approach to define success metrics across the team and align stakeholder priorities.

📖 Read: Want to compare paratransit software? Ask these 3 questions.

Identify opportunities to modernize outdated workflows.

Modern paratransit software automates scheduling and ride management, but outdated workflows can limit its potential. To fully benefit from the automation features, agencies can use transitions to critically assess and update their existing workflows, thanks to the capabilities brought by new software.

For instance, do dispatchers still manually assign rides when the software can automate this task based on real-time data? Are teams still spending time manually geocoding rider locations, even though modern systems leverage tools like Google Maps, TomTom, and OpenStreetMap for accurate geolocation? By replacing inefficient, legacy-era workflows with automated solutions, teams can focus on higher-value tasks and riders benefit from smoother, more reliable service.

🌟 Pro Tip: Document every workflow before and after the transition to identify gaps. This exercise often uncovers outdated habits that can be upgraded with the new system.

“The Via team has been nothing short of amazing. Their approach is always thoughtful, kind, and solution-oriented. They have a unique talent for addressing and training staff members who may be resistant to change, ensuring that everyone feels supported and understood throughout the process. I could not be happier with the Via team.”

— Cherry Thomas, Specialized Transportation Manager at Pierce Transit

Provide tailored training to drivers, dispatchers, and planners.

No two teams are alike, and training programs should be tailored to different roles within your organization. Drivers may need hands-on demonstrations with new apps or tablets, while dispatchers could benefit from scenario-based exercises to practice real-time trip management. 

Offer a mix of training styles — classroom sessions, one-on-one coaching, and self-paced resources like videos or cheat sheets — to meet diverse learning preferences. The more confident your team feels with the new software, the faster they’ll embrace it and make it work for riders. Our Via team conducts tailored training to drivers, dispatchers, and planners to ensure all team members are fully prepared. 

Via’s Launch Team provides a wide range of support throughout the transition process. Our in-house transit experts (e.g. operation managers, planners, data scientists, and marketing specialists) work closely with agencies to address every aspect of the transition, from data migration and workflow optimization to staff training and rider communication, ensuring a successful launch tailored to your agency’s needs.

🌟 Pro Tip: Pair early adopters or tech-savvy team members with those who might need extra support. Peer-to-peer mentoring can boost morale and speed up learning.

Simulate a full day of paratransit operations before launch.

Before going live, test the system in on-the-road simulations. This “dress rehearsal” phase lets teams work out any kinks and builds confidence in using the new tools. For example, simulate a full day of paratransit operations: schedule rides, assign drivers, and handle no-shows or last-minute changes as if it were launch day. Use these dry runs to identify potential bottlenecks, such as delays in assigning rides or confusion over how to use the new system’s features.

🌟 Pro Tip: Include riders in the testing phase. Their feedback provides valuable feedback on usability issues or concerns that internal teams may overlook. It also helps demystify the transition and allows them to share accurate, informed perspectives within the community, easing the shift when the system goes live.

 📖 Read: Change without the chaos: 7 easy ways to help riders through a paratransit software transition.

Track KPIs to assess the system’s impact, refining processes for measurable improvements going forward.

The work doesn’t end on launch day. Agencies should continue to work with their software provider to track key performance indicators like on-time performance, efficiency, and rider satisfaction. This is also the time to gather qualitative feedback from staff and riders. What’s working well? Where are there hiccups? Combine this feedback with data to make incremental improvements. 

The power of modern paratransit software lies in its adaptability — trust the algorithm to fine-tune operations over time, ensuring your service evolves with your needs. The algorithm gets smarter by learning from real-world data and adapting over time. For instance, the algo learns that there is typically rush hour traffic on Main Street during 4pm-6pm. It learns over time to route vehicles away from that busy corridor during that time to maintain on time performance.

🌟 Pro Tip: Schedule regular check-ins with your software provider post-launch. They can offer professional guidance and updates to help you get the most out of the platform.

Implementing new paratransit software is more than a technical challenge; you’re changing a core part of your operation. With the right preparation and partner, it’s an opportunity to take service to the next level. By following these five steps — bringing stakeholders together, upgrading workflows, investing in tailored training, conducting real-world simulations, and continuously monitoring performance — you’ll set your agency up for long-term success.

Think about modernizing your paratransit to improve rider experience and save budgets? Let’s talk!