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Technology has become embedded in everyday life—impacting how we live, work, and even how we move. As transit agencies leverage innovation to offer the convenience and efficiency made possible by technology to their customers, paratransit has been more risk aware due to the complexities in operating and delivering service with such specific regulatory requirements and processes. But without its adoption, many customers are left relying on paratransit services that are outdated and oftentimes inconvenient and inefficient to use. As other transit services modernize, paratransit riders can feel overlooked and disempowered.
Through RideCo’s cloud-based paratransit software, agencies are able to innovate and improve the paratransit customer journey. Implementing automated and AI tools changes how riders and their caregivers apply for, book, and use paratransit services, enabling greater control and independence.
Eligibility management through RideCo’s paratransit software leverages automation to streamline the process for agency eligibility teams and ensure timely access to paratransit service for riders. Application progress is tracked through the system, allowing applications to move one step to the next without manual tracking and intervention.
Riders and their caregivers can use digital application forms, eliminating the need to complete hand-written paperwork and the time and cost associated with mailing in forms. To accommodate riders who prefer submitting physical applications, AI Form Processing through RideCo’s paratransit software reads hand-written paperwork and inputs the required data into the system. This tool enables consistent handling times as paper forms can be processed at the same speed as digital forms.
All other forms and letters are generated at specific steps in the application process to reduce the administrative burden that results in delays or gaps in service. For example, verification and validation forms are automatically sent to physicians and health care practitioners for review, saving riders and their caregivers a trip to the physician’s office.
Riders who use RideCo-powered services are empowered with independent booking options. Using the Passenger App on their smartphone or through the web portal, riders can book their paratransit trips on demand or pre-schedule them. To reduce wait and handling times for paratransit customers who prefer to phone into the call center, agencies can deploy AI Agent, the automated RideCo reservationist that uses conversational artificial intelligence, to offer the same personalization provided by live reservationists. Upholding the agency’s standard of customer service, AI Agent can assist riders who phone into the call center with routine bookings, cancellations, trip updates, and general inquiries.
Eligibility and profile information such as contact details, seat types, communication preferences, and important notes, are seamlessly integrated with the reservation system, meaning riders will only be presented trips options they are eligible for. This ensures paratransit customers have appropriate access to the services and vehicles that can accommodate their mobility needs.
When preferred times are unavailable, RideCo’s paratransit software automates the trip negotiation process, providing riders with alternate trip options through the Passenger App or web portal. When trips are scheduled through the call center with AI Agent or live reservationists, automated trip negotiation supports faster resolution.
Once a trip is booked, reminders and ride details, pick-up windows, and more, are all communicated through the Passenger App, Short Message Service (SMS), or Interactive Voice Response (IVR) systems. These automated trip notifications help paratransit customers be more prepared as the vehicle approaches and reminds them to cancel trips that are no longer needed, decreasing late boardings, last-minute cancellations, and no shows to improve on-time performance and overall service reliability.
Through these communication channels, riders are also provided with real-time trip updates such as accurate pick-up times and live vehicle tracking, reducing anticipatory anxiety about whether or when their ride will show up.
Oftentimes riders who use paratransit services have caregivers or a care network that supports them across different aspects of daily life, helping to reduce the physical, systemic, and attitudinal barriers that still exist. Using the Partner Portal through RideCo’s paratransit software, caregivers and care networks that include senior living centers, residential care providers, and human services organizations can seamlessly coordinate and manage transportation on behalf of the individuals under their care.
To ensure secure handling of personal information and compliance with the Health Insurance Portability and Accountability Act (HIPPA), role-based permissions provide users with access to just the information and data relevant to the individuals under their care, or the services offered by the center, provider, or organization.
Users of the Partner Portal have complete control over transportation management with the ability to book on demand and pre-schedule trips, update trip times and details, cancel trips, and view rider profile information and trip history. Regardless of if a trip was booked or pre-scheduled independently through the Passenger App, call center, or on behalf of an individual through the Partner Portal, service parameters, program eligibility, and rider profile information such as accessibility needs, preferences, and important notes, are automatically applied to maintain consistency and ensure riders are booked into the appropriate service.
For use cases where senior living centers, residential care providers, and human services organizations have to manage multiple riders and center or group trips at scale, coordinating transportation is more streamlined and efficient.
When transit agencies lean into what is possible and leverage innovations like RideCo’s cloud-based paratransit software, they become changemakers in bringing the convenience and efficiency made possible by technology to the industry, improving the paratransit customer journey at large. Creating an impact that is more than modernizing the process of applying for, booking, and using paratransit, this transformation empowers riders, their caregivers, and their care networks. Providing greater control and independence over their mobility, RideCo is essential in enhancing how paratransit customers live, work, and move throughout their communities.
