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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
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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