Rochester’s RTS switches to Via for on demand platform

Oct. 3, 2022
The switch will reportedly improve trip times, vehicle capacity usage and overall user experience.

The Rochester Genesee Regional Transportation Authority Regional Transit Service (RTS) implemented a new software platform on Sept. 28, for RTS On Demand. RTS says the new platform, which is powered by Via, will improve the customer and employee experience with the RTS On Demand service. The move will help RTS improve trip times, vehicle capacity usage and the overall user experience.

“When we launched Reimagine RTS last year, we introduced RTS On Demand to our system to improve access to public transit in areas that historically had low ridership,” said RTS CEO Bill Carpenter. “The software and mobile app we had in place when we implemented RTS On Demand helped us get the new service off the ground but made it difficult to make improvements based on the feedback we received from customers and employees. By working with Via, we expect to see noticeable improvements right away.”

The switch means that customers will have access to a new, easy-to-use mobile app, and a website that will provide more options for customer trip requests. Additionally, customers will still have the option of calling RTS Customer Service at 585-288-1700 to schedule their trips.

Customers who use RTS On Demand will need to download the new mobile app ahead of time to ensure they are prepared for the change. Customers can visit the RTS website to learn about the new software, access the new RTS On Demand website, and download the new mobile app through the App Store or Google Play.

The RTS On Demand mobile app that has been in use since May 2021 is no longer available for download and will no longer work starting September 28. Any ride scheduled after 5 a.m. on September 28, 2022, must be made using the new RTS On Demand software. RTS On Demand service days, service times, fares, payment types, zone boundaries, and guidelines remain the same.