The Software Solution that Increased Trips per Hour

The initial issue that spurred GoBus to look for a new technology partner was that their previous vendor’s scheduling and routing software was not reliably updating their in-vehicle mobile data terminals, TripSpark’s Rangers. A customer would call in using IVR to book or cancel their trip, but scheduling changes would not be reflected in the driver’s manifest, resulting in missed or unnecessary trips. The second motivating factor was the limited range of available functionality. Some riders were requesting an online option because they had experienced booking errors due to miscommunications or disability-related communication challenges when speaking with calltakers. “Customers felt that being able to control [their trip booking] themselves through an online option would correct some of those errors and give them more independence and control over their GoBus service,” said Power. Together, Notifications and Passenger Portal have led to reduced booking and ‘where’s the bus’ calls to dispatch, while portal-users are reporting that they are able to avoid booking errors by managing their own trips.

GoBus Accessible Transit is the paratransit provider for the City of St. John’s and the City of Mount Pearl in Newfoundland and Labrador, Canada. GoBus’ day-to-day service is contracted to MVT Canadian Bus Lines, while contract administration, policy development, and eligibility applications are handled by the regional transit agency, Metrobus. GoBus operates with a fleet of 18 vehicles and 35 drivers, providing around 700 trips per day. The agency has been using TripSpark’s software since September 2017 to enhance its service delivery and meet the needs of its passengers, particularly those with disabilities who require more reliable and accessible transit options.