Strategies for Managing the Costs of Paratransit ServiceCENTER FOR URBAN TRANSPORTATION RESEARCH

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.

2Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

Types of Paratransit Services According To APTA

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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

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.

4Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

General ParatransitGeneral 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.

5Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

User-Side Subsidy ServiceThe 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).

6Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

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.

7Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

Progress to Date Since 1990Developing 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 systemsAccess to 84 percent of the nation’s light rail stations and 100 percent access

to new rail stations built since 1990.

8Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

Complementary Paratransit Service Demand IncreasesThe 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?

9Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

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.

10Source: TCRP Report 163 “Strategy Guide to Enable and Promote the Use of Fixed-Route Transit by People with Disabilities”, 2013

Financial Impacts of Increasing Use of Fixed-Route Service

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NOTE: Assumes per paratransit passenger cost of $27.92

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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

Strategies to Manage Costs

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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 TechnologyReservation, 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 DeterminationStress 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 Fixed-Route

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 Fixed-Route Services

Travel Training

Ride Guides

Fare Incentives

Excellent Customer Service

Let’s Revisit Our First Presentation

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o Maintaining a higher level of independence o Increased mobilityo Greater opportunities to participate in work force

o Location, door-to-dooro Safety of commuting to fixed route services and backo Topography and climate

o Driver trainingo Inadequate training o Announcing stops

o Lack of knowledgeo Knowing what fixed route options are available

o Social factorso Extra time required on fixed-route serviceso Challenges of seniors and disabled individualso Inadequate seatingo Security

Source: Lu, Angela: Tailored Programs Educate Public on Transit Options (2008) Metro MagazineSource: 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

Factors Influencing the Use of Paratransit over Fixed-Routes

“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”

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o Meeting eligibilityo Challenges for meeting requires, both for the individual and the transit agencyo Making a case for eligibility - how prohibitive is it?o Eligibility categories and preparing documentation

o Companion riderso Meeting the needs of children whose parents require paratransit services

o Reservation systemso Prioritizing tripso One-way trips, time period for when a person can be picked up after being dropped offo Cost of cancellations

o Overall cost of service for the agency

Source: TACT: ADA Paratransit Info GuideSource: Irvine, Kevin and Golden, Marilyn: ADA Paratranist Eligibility: How to Make Your Case, Disability Rights Education & Defense FundImage: United States Government Accountability Office: ADA Paratransity Services, Demand has Increased by Little is Known about Complience

Public Relations Issues for Paratransit

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.”

Promoting Fixed-Route Use over Paratransit

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Issueso Convenience of service vs. commute

to fixed route stop

o Safety of those needing to walk longer distances

o Employee training for working with disabled individuals and the elderly

o Ensuring everyone can be accommodated

Strategieso Creating events where people learn

about using fixed-route services

o Evaluating stop locations

o Training drivers

o Creating accessible stops

o Market cost savings fixed-route transportation offers

Source: Lu, Angela: Tailored Programs Educate Public on Transit Options (2008) Metro MagazineSource: 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

Source: Enhancing Paratransit Operator Customer Service Skills. (2013) Metro MagazineSource: Petrie, Joe: Take a Ride on the Safe Side. (2013) Mass Transit MagazineSource: Paratransit Driver Screening and Training Standards. (2008) Taxicab, Limousine & Paratransit AssociationSource: Cronin, J. Joseph, William A. Mustard, and Michael Brady: Niche Marketing: Opportunities for Increasing Short- and Long-Term Transit Ridership (1998) Florida State University

o Aquiring “soft skills”o Knowledge and training to work with people with disabilitieso Phillosophy of working with people of differing abilities or skills rather than a

set processo 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 drivero 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”

Role of Marketing

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“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 anothero Vehicle satisfactiono Experience with transit employees and safetyo Quality of serviceo Overall accessibility to the serviceo Cost

o Helps individuals know and understand their options o Educating

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

“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.”

Example Marketing Strategies

26Source: Transit Marketing, LLC; http://transitmarketing.com/

• Branding

• Guidebooks

• Posters and print advertisements

• Surveys looking for:• Communication

Channels • Rider Satisfaction• Demographic

information

• Targeted mailing

• Broadcast advertising

• High visibility