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The digitalisation of a paratransit service with on-demand conditions. Before the implementation the service was completely manual, with 2 people dedicated full-time to receive, plan, and manage requests from paratransit customers whose only way to make reservations was through a call centre.
Persons with reduced mobility (PRMs) often experience unique challenges as compared to their able-bodied counterparts, including barriers to accessing traditional transport services. With regular fixed appointments to keep —work, social services, etc. — PRMs often rely on adapted, more individualised transport services, sometimes referred to as paratransit. Unfortunately, however, scheduling complex transport requests and respecting pick-up and drop-off times of PRMs within a traditional transport scheme, largely aimed toward able-bodied passengers, introduces complexities that can be also challenging for bus operators.
We designed an algorithm and system that considers this balance of timing and duration appropriately, taking into consideration that respecting PRMs pick-up and drop-off times must take precedence over travel time. We also enabled bulk pre-programming of repeat rides. This saves time and improves efficiency for operators and ensures a more reliable service for passengers.
Before the start of any operation we always have focus groups with the municipalities and end users. In this case, we worked as follows:
