UTA's new system to enhance paratransit services
The Utah Transit Authority (UTA) has implemented a new paratransit dispatching program that provides real-time data to dispatchers and cuts the time passengers wait outside in the hot or cold weather.
The new system allows UTA to offer a free call-ahead option that notifies paratransit passengers when their bus is just a few minutes away from their location. Passengers are given a “ready window," meaning that their bus could come as much as 10 minutes before or 20 minutes after its assigned time. UTA says this new program eliminates the guesswork for riders, allowing them to walk outside right as the bus arrives.
Paratransit passengers using the call-ahead program can choose to receive the alerts by phone or email and will soon be able to opt in to a text notification service, which will have a small fee to cover texting costs.
The new system also provides paratransit dispatchers with real-time data. Dispatchers can now verify bus pick-up and drop-off times, track the progress of vehicles and anticipate early or late arrivals. If a bus is running late, dispatchers can make immediate changes in the schedule to better serve customers. If a passenger cancels a trip or a bus has mechanical issues, the dispatcher can immediately adjust other paratransit trips to account for the change.
UTA notes that the new system has resulted in improved communication between operators and dispatchers, reduced wait time for riders and more positive feedback. UTA Special Services Scheduling Supervisor Angela Haylock said bus operator concerns have decreased from 10 per day to one or two per day since the implementation of the new system. Customer commendations have gone from 80 in 2017 to more than 120 in 2018.
“I think we’re doing a better job as far as educating ourselves,” Haylock said. “We’re better at understanding the service that we’re providing, thanks to the live data.”
About the Author
Mischa Wanek-Libman
Group Editorial Director
Mischa Wanek-Libman is director of communications with Transdev North America. She has more than 20 years of experience working in the transportation industry covering construction projects, engineering challenges, transit and rail operations and best practices.
Wanek-Libman has held top editorial positions at freight rail and public transportation business-to-business publications including as editor-in-chief and editorial director of Mass Transit from 2018-2024. She has been recognized for editorial excellence through her individual work, as well as for collaborative content.
She is an active member of the American Public Transportation Association's Marketing and Communications Committee and served 14 years as a Board Observer on the National Railroad Construction and Maintenance Association (NRC) Board of Directors.
She is a graduate of Drake University in Des Moines, Iowa, where she earned a Bachelor of Arts degree in Journalism and Mass Communication.