Case Studies HRT Paratransit

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	HRT Paratransit

HRT Paratransit

Technology Category	Analytics & Modeling - Predictive Analytics Functional Applications - Fleet Management Systems (FMS) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Cities & Municipalities Transportation
Applicable Functions	Business Operation Logistics & Transportation
Use Cases	Fleet Management Predictive Maintenance Remote Asset Management
Services	Software Design & Engineering Services System Integration
Challenge	Transportation in Hampton Roads, Virginia, is no small feat. The agency tasked with connecting this sprawling metropolitan area, Hampton Roads Transit (HRT), operates bus, light rail, and ferry routes, in addition to an extensive paratransit service that completes more than 360,000 trips per year. In late 2019, driven by mounting costs and frustrations from riders experiencing unreliable vehicle arrival times, circuitous routes, and inflexible scheduling transit leaders knew this service needed an operations and technology overhaul. They issued an RFP, which Via won. Read More
About Customer	Hampton Roads Transit (HRT) is the agency responsible for providing public transportation services in the Hampton Roads metropolitan area of Virginia. This region includes several cities such as Hampton, Newport News, Chesapeake, Norfolk, Portsmouth, and Virginia Beach. HRT operates a variety of transportation modes including buses, light rail, and ferries. Additionally, HRT manages an extensive paratransit service that completes over 360,000 trips annually. The agency is committed to providing accessible, reliable, and convenient transportation options to its diverse rider base, which includes ADA-approved riders who rely on paratransit services for their daily commutes to jobs, healthcare appointments, and community activities. Read More
Solution	In February 2020, Via took over operations and maintenance (O&M), and the technology for HRT’s entire paratransit service from two legacy providers. HRT made the decision to combine their paratransit technology provider and operations into one streamlined contract with Via. On the tech side, Via introduced proprietary software, including intelligent routing algorithms and sophisticated rider and driver apps. Operationally, Via leverages experience managing large driver populations to establish a culture of professionalism, and HRT benefits from real-time visibility into the service at all times. A call center, web portal, and rider app give customers flexibility when booking rides, while in-app notifications, SMS reminders, and automated voice calls ensure passengers stay informed. After assuming operations in February, the world changed due to COVID-19. Thankfully, technology makes new safety protocols possible, from limiting vehicle capacity to facilitating contact tracing. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Functional Applications - Fleet Management Systems (FMS)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Cities & Municipalities

Transportation

Applicable Functions

Business Operation

Logistics & Transportation

Use Cases

Fleet Management

Predictive Maintenance

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Challenge

Transportation in Hampton Roads, Virginia, is no small feat. The agency tasked with connecting this sprawling metropolitan area, Hampton Roads Transit (HRT), operates bus, light rail, and ferry routes, in addition to an extensive paratransit service that completes more than 360,000 trips per year. In late 2019, driven by mounting costs and frustrations from riders experiencing unreliable vehicle arrival times, circuitous routes, and inflexible scheduling transit leaders knew this service needed an operations and technology overhaul. They issued an RFP, which Via won.

About Customer

Hampton Roads Transit (HRT) is the agency responsible for providing public transportation services in the Hampton Roads metropolitan area of Virginia. This region includes several cities such as Hampton, Newport News, Chesapeake, Norfolk, Portsmouth, and Virginia Beach. HRT operates a variety of transportation modes including buses, light rail, and ferries. Additionally, HRT manages an extensive paratransit service that completes over 360,000 trips annually. The agency is committed to providing accessible, reliable, and convenient transportation options to its diverse rider base, which includes ADA-approved riders who rely on paratransit services for their daily commutes to jobs, healthcare appointments, and community activities.

Solution

In February 2020, Via took over operations and maintenance (O&M), and the technology for HRT’s entire paratransit service from two legacy providers. HRT made the decision to combine their paratransit technology provider and operations into one streamlined contract with Via. On the tech side, Via introduced proprietary software, including intelligent routing algorithms and sophisticated rider and driver apps. Operationally, Via leverages experience managing large driver populations to establish a culture of professionalism, and HRT benefits from real-time visibility into the service at all times. A call center, web portal, and rider app give customers flexibility when booking rides, while in-app notifications, SMS reminders, and automated voice calls ensure passengers stay informed. After assuming operations in February, the world changed due to COVID-19. Thankfully, technology makes new safety protocols possible, from limiting vehicle capacity to facilitating contact tracing.

Impact #1	Within the first month of service, on-time performance (OTP) exceeded that of the previous contractor.
Impact #2	Within two months, both call-in wait times and late pick-ups decreased.
Impact #3	Average trip duration decreased by more than 44%, and app adoption increased with 20% of riders using the app for bookings, cancellations, vehicle tracking, and more.

Impact #1

Within the first month of service, on-time performance (OTP) exceeded that of the previous contractor.

Impact #2

Within two months, both call-in wait times and late pick-ups decreased.

Impact #3

Average trip duration decreased by more than 44%, and app adoption increased with 20% of riders using the app for bookings, cancellations, vehicle tracking, and more.

Benefit #1	Average trip duration decreased by more than 44%.
Benefit #2	App adoption increased with 20% of riders using the app for bookings, cancellations, vehicle tracking, and more.
Benefit #3	Call volumes reduced by 30%.

Benefit #1

Average trip duration decreased by more than 44%.

Benefit #2

App adoption increased with 20% of riders using the app for bookings, cancellations, vehicle tracking, and more.

Benefit #3

Call volumes reduced by 30%.

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Overview

HRT Paratransit

Operational Impact

Quantitative Benefit