TransLink has received its first standalone report for HandyDART, the agency’s paratransit system.
The 2019 HandyDART Service Performance Review (HDSPR) tracks and measures the performance of HandyDART to ensure the agency meets the demand and expectations of customers. It pulls together multiple reports to publish the information that advises HandyDART transit planning and investment.
This review is a benchmark for the HandyDART service, providing criteria to measure the growth and improvement of the service. It reports customers’ ratings on their experience, including booking, waiting, boarding and the trip itself.
The findings
In 2019, HandyDART delivered more trips with high customer ratings.
Customer ratings for both HandyDART and for Supplemental Taxi were high on the following measures:
- Availability: 8.6/10
- On-time, reliable: 8.0/10
- Ease of booking a trip: 8.5/10
- Cleanliness and good repair of the vehicles: 9.3/10
TransLink says HandyDART continues to be a service that customers can trust to receive a safe and well-assisted journey.
Customer ratings for driver’s skills to assist passengers who have a physical disability were high (9.5/10) for HandyDART drivers.
Customer ratings for HandyDART were also high on the following measures (doesn’t include information about Supplemental Taxis):
- Feeling safe from injury on board: 9.4/10
- Cleanliness and good repair of vehicles: 9.3/10
- Courteous, competent and helpful HandyDART drivers: 9.5/10
So, what’s next?
While the data in the report is not reflective of HandyDART today, TransLink says it expects demand to continue to grow as the population of the region ages. Beginning in 2021, the agency will be looking at ways to modernize the service and improve the customer experience.
