Strategies for Managing the
Costs of Paratransit Service
CE N T ER FOR UR BA N T R A NSPORTATION R ES EARCH
Image: NCDOTCommunications Used here under Creative Commons Attribution Required License
Paratransit Service – What Is It?
The Transportation Research Board’s Committee
on Paratransit states that “paratransit” means
alongside transit.
“Paratransit” includes all public and private
mass transportation in the spectrum between
private automobile and conventional transit.
“Paratransit” modes are usually demand
responsive and provide shared rides.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Types of Paratransit Services
According To APTA
Complementary
General
User-Side Subsidy Service
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Complementary Paratransit
Required under the Americans with Disabilities Act of 1990 for
persons not capable of using an existing fixed-route service.
Complementary ADA paratransit service is provided to those persons
with physical or mental disabilities who are unable to use fixed-route
service.
Complementary ADA paratransit service must be provided to those
meeting eligibility requirements, and provides trips only with origins
and destinations within ¾ mile of the existing fixed-route service.
Generally, it must operate during the same hours the fixed-route
service operates and no trip priorities are permitted (all requested trips
must be provided).
Fares charged for complementary ADA paratransit service fares can
not be more then double the comparable fixed-route fares.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013 4
General Paratransit
General paratransit service is not required under federal law and is not
subject to the requirements imposed on complementary paratransit
service.
Local jurisdiction can provide the service to certain populations
(elderly, children, low-income residents) or can provide general
paratransit service to all of the local population.
General paratransit service also can be operated when the existing
fixed-route service does not -- for example, on nights and/or weekends
in some locations.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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User-Side Subsidy Service
The third type of paratransit service provided is often referred to as a
user-side subsidy service.
This service can be partially subsidized by the transit agency or
sponsor.
This type of paratransit service is often is operated through private
transportation providers (taxicabs/vans) and/or a partial or complete
brokerage system, which may charge a fee per ride based on the rider’s
eligibility for services defined in the local operating area.
This would be the type of paratransit service provided under the
Florida Commission for the Transportation Disadvantaged Community
Transportation Coordinators (CTC).
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Look Back on Impact of ADA
The purposes and goals of the Americans with Disabilities Act of 1990
(ADA) are set out in the preamble of the law (Section 2). The eighth
paragraph of the preamble states: “The Nation’s proper goals regarding
individuals with disabilities are to ensure equality of opportunity, full
participation, independent living and economic self-sufficiency.”
For public agencies that provide transportation services to the general
public, the primary goal of the law is to make mainstream fixed-route bus
and rail systems accessible to and usable by individuals with disabilities.
The law recognizes, though, that some individuals with disabilities will not
have an equal opportunity to benefit from public transit services even if bus
and rail systems are fully accessible. To ensure equal opportunity for these
individuals, the law requires that complementary paratransit service be
provided.
However, complementary paratransit service was not intended to be
primary service for persons with disabilities.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Progress to Date Since 1990
Developing an appropriate balance between accessible mainline
transit services and complementary paratransit services has been one
of the most challenging aspects of ADA implementation.
Significant improvements have been made in the accessibility of bus
and rail transit systems.
In a 2010 paper marking the 20th anniversary of the passage of the
ADA, the Federal Transit Administration (FTA) noted the following
achievements in fixed-route transit access:
98 percent accessibility of the nation’s fixed-route bus fleet.
Functional access to 648 of the 681 stations identified as “key stations” in
the nation’s oldest rail systems
Access to 84 percent of the nation’s light rail stations and 100 percent access
to new rail stations built since 1990.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Complementary Paratransit
Service Demand Increases
The 2010 FTA paper estimates that 15 million rides were provided on
complementary paratransit services in 1991.
This increased to 45 million rides by calendar year 2000.
In 2008, it was estimated that 67 million rides were provided to
individuals determined to be ADA paratransit eligible.
Why has the growth in demand for complementary
paratransit services occurred despite the increased
accessibility of the nation’s fixed-route transit
systems?
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013
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Some Reasons…
1.
A usable fixed-route transit system requires more than just
accessible vehicles and facilities.
2.
Many persons with disabilities may have ability to use fixed-route
transit services, they have limited or no experience doing so.
3.
Some persons with disabilities cannot use fixed-route transit even if
fully accessible and if the bus stops and surrounding areas are
accessible.
4.
Implementing effective ADA paratransit eligibility determination
processes has been a challenge to many transit agencies.
5.
There is a need to provide positive experiences to riders with
disabilities while using the fixed-route services.
Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013 10
Financial Impacts of Increasing
Use of Fixed-Route Service
NOTE: Assumes per paratransit passenger cost of $27.92
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Strategies to Manage Costs
Operating Policies and Practices
Use of Technology
Eligibility Determination
Contracting and Coordination
Integration with Fixed-Route
Improve Fixed-Route Services
Incentives to Use Fixed-Route Services
Image: NCDOTCommunicaionts Used here under Creative Commons Attribution Required License
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Operating Policies/Practices
No Show / Late Cancellation Policy
Service Delivery Parameters
Trip Priorities
Rider Reminders
Negotiated Trip Times
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Use of Technology
Reservation, Scheduling and
Dispatch Software
Mobile Data Computers or
Terminals
Global Positioning Systems(GPS) /
Automatic Vehicle Location (AVL)
Advanced Telephone Systems
Video Security Systems
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Eligibility Determination
Stress ability rather than
limitations
Identify conditions that
fixed-route is appropriate
and reasonable
Identify travel training
candidates
Functional Assessments
In Person Interviews
Recertification Policy
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Contracting and
Coordination
Common Reservations,
Dispatching and Customer
Information
Use of Taxis and Voucher
Programs
Use of Mixed Providers
Volunteer Programs
Use of Sub-Contractors
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Integration with FixedRoute
Route Deviation
Flex Service
Feeder Service
Travel Planning
Common Call Centers
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Improve Fixed-Route
Services
Driver Training
Good Vehicle
Maintenance
Accessible Bus Stops
“Beyond the Bus Stop”
Safety & Environment
Service Monitoring
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Incentives to Use FixedRoute Services
Travel Training
Ride Guides
Fare Incentives
Excellent Customer Service
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Let’s Revisit
Our First Presentation
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Factors Influencing the Use of Paratransit
over Fixed-Routes
o Maintaining a higher level of independence
o Increased mobility
o Greater opportunities to participate in work force
o Location, door-to-door
o Safety of commuting to fixed route services and back
o Topography and climate
o Driver training
o Inadequate training
o Announcing stops
o Lack of knowledge
o Knowing what fixed route options are available
o Social factors
o Extra time required on fixed-route services
o Challenges of seniors and disabled individuals
o Inadequate seating
o Security
“By 2030, 72 million people will be age 65 or older, many of whom will no longer be able to drive. Most
paratransit services now are experiencing a huge ballooning of client base and trip requests”
Source: Lu, Angela: Tailored Programs Educate Public on Transit Options (2008) Metro Magazine
Source: Transportation Research Board: Guidebook for Attracting Paratransit Patrons to Fixed-Route Services (1997)
Images: Brett VA: Used here under Creative Commons Free to Adapt or Remix, Attribution Required License
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Public Relations Issues for Paratransit
o Meeting eligibility
o Challenges for meeting requires, both for the individual and the transit agency
o Making a case for eligibility - how prohibitive is it?
o Eligibility categories and preparing documentation
o Companion riders
o Meeting the needs of children whose parents require paratransit services
o Reservation systems
o Prioritizing trips
o One-way trips, time period for when a person can be picked up after being dropped off
o Cost of cancellations
o Overall cost of service for the agency
The average cost for a trip on a paratransit van is $29.30 as opposed to $8.15 for a trip on a fixed route bus.”
Source: TACT: ADA Paratransit Info Guide
Source: Irvine, Kevin and Golden, Marilyn: ADA Paratranist Eligibility: How to Make Your Case, Disability Rights Education & Defense Fund
Image: United States Government Accountability Office: ADA Paratransity Services, Demand has Increased by Little is Known about Complience
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Promoting Fixed-Route Use over Paratransit
Issues
o Convenience of service vs. commute
to fixed route stop
o Safety of those needing to walk
longer distances
Strategies
o Creating events where people learn
about using fixed-route services
o Evaluating stop locations
o Training drivers
o Employee training for working with
disabled individuals and the elderly
o Creating accessible stops
o Ensuring everyone can be
accommodated
o Market cost savings fixed-route
transportation offers
Source: Lu, Angela: Tailored Programs Educate Public on Transit Options (2008) Metro Magazine
Source: Transportation Research Board: Guidebook for Attracting Paratransit Patrons to Fixed-Route Services (1997)
Image: Goodwill, Jay A. & Carapella, Holly: Creative Ways to Manage Paratransit Costs. (2008) Center for Urban Transportation Research
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Driver Training as Marketing
o Aquiring “soft skills”
o Knowledge and training to work with people with disabilities
o Phillosophy of working with people of differing abilities or skills rather than a
set process
o Making riders feel safe
o “Train drivers to not only drive well, but also to handle customer situations
under all circumstances”
o Creating a feeling of trust between the rider and driver
o Create driving and training standards
o Form a quality of service that becomes expected by passengers each time
they use transit services
o Knowledge of geography and driving conditions in order to avoid hazards
harmful to passengers
“Data suggests that safety is the number one factor in determining transit users satisfaction with
transit vehicles. Other factors which were identified as important determinants of trans~ users'
satisfaction with vehicles was the smooth ride and the absence of a fear of being in an accident”
Source:
Source:
Source:
Source:
Enhancing Paratransit Operator Customer Service Skills. (2013) Metro Magazine
Petrie, Joe: Take a Ride on the Safe Side. (2013) Mass Transit Magazine
Paratransit Driver Screening and Training Standards. (2008) Taxicab, Limousine & Paratransit Association
Cronin, J. Joseph, William A. Mustard, and Michael Brady: Niche Marketing: Opportunities for Increasing Short- and Long-Term Transit Ridership (1998) Florida State University
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Role of Marketing
“Transit managers should endeavor to identify means of encouraging the users of
niche transit services to use their other programs. These strategies offer an ideal
forum in which to promote trans~ services to motivated and satisfied target
market segments.”
o Market changes in service, such as fares, reservation processes, cancellation
fees
o Promote qualities people are looking for, to choose one service over another
o
o
o
o
o
Vehicle satisfaction
Experience with transit employees and safety
Quality of service
Overall accessibility to the service
Cost
o Helps individuals know and understand their options
o Educating
“The data clearly suggests transit users‘ overall satisfaction with the service provided is the major
determinant of their intentions to reuse a specific transit service.”
Source: Cronin, J. Joseph, William A. Mustard, and Michael Brady: Niche Marketing: Opportunities for Increasing Short- and Long-Term Transit Ridership (1998)
Florida State University
Image: National Assembly for Wales: Used here under Creative Commons Free to Adapt or Remix, Attribution Required License
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Example Marketing Strategies
• Branding
• Guidebooks
• Posters and print
advertisements
• Surveys looking for:
• Communication
Channels
• Rider Satisfaction
• Demographic
information
• Targeted mailing
• Broadcast advertising
• High visibility
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Source: Transit Marketing, LLC; http://transitmarketing.com/