Key Takeaway: Online payments are quickly gaining popularity with paratransit riders. The number of online paratransit bookings is also increasing. There are opportunities to improve the payment and scheduling experience, including mobile apps and trip planning tools that provide ride options across multiple providers.
SF Access Online Reservations
Starting February 2020, SF Access riders were given the option to set up an online account to manage their trip reservations without having to call by phone. Since the introduction of online reservations, 50-60 unique riders use the tool to schedule rides and book an increasing number of trips every month. In June 2023, approximately 5% of all SF Access reservations were made through SF Access Online. Tools like this not only provide an alternative means for individuals to schedule their SF Access van trips but incorporate technology to help streamline the reservation process.
Figure 1. Number of Unique Riders Booking via SF Access Online
Figure 2. Number of Trips Booked through SF Access Online
Paratransit Taxi and ETC Online Services
Since the COVID-19 pandemic, SF Paratransit has transitioned certain in-person activities to an online or phone alternative for the Paratransit Taxi program. In addition to Taxi Online, SF Paratransit also provided an option for individuals to add taxi value to their debit card over the phone with a credit or debit card. Since the implementation of this option in January 2019 and the introduction of the Essential Trip Card (ETC) program, there has been a tremendous uptick in the number of phone calls handled by the SF Paratransit Broker’s office. When comparing calls handled by the Broker’s office from FY19 to FY23, call volumes increased by 58%, from 49K to 78K calls. Despite this increase, 90% of all calls were answered with no significant increase in staff.
The number of ETC riders and transactions using Taxi Online outpaced ADA Paratransit taxi riders and transactions each month of the fiscal year despite the latter having more enrolled riders. ETC riders represent a greater proportion of SF Paratransit Taxi Online users, with approximately 300-400 unique users each month. By comparison, regular Paratransit Taxi riders averaged more than 200 unique users each month, however, this number continues to increase monthly. Similarly, there is a greater proportion of total transactions completed on Taxi Online by ETC riders, however, we are seeing an increasing number of transactions completed by ADA Paratransit taxi riders. The average number of monthly online transactions increased 34% from FY22 to FY23, peaking at 741 transactions in May 2023.
Figure 3. Taxi Program Funds Added Online, FY21-22
Figure 4. Number of Unique Users of the Taxi Online service, Jul 21-Jun23
Figure 5. Number of Taxi Online Transactions Completed, Jul 21-Jun 23
Integrated Mobile Reservation App
SF Access riders must either request a trip via phone or the SF Access online portal at least one day in advance. As we consider the service needs of our future clientele, we must adapt technology to meet their expectations. The SFMTA and SF Paratransit should consider a mobile app that will allow SF Access riders to reserve a trip. This app would also provide riders with real time mapping and data of their vehicles as well as information about upcoming trip reservations. Additionally, there could be other functionalities included to guide the individual to on-demand services, such as taxis or designated community shuttles, that might be more cost effective and better meet the rider’s trip needs.
Given that this technology is currently available, the SFMTA should monitor the products offered by vendors with these functionalities. Additionally, staff should monitor smartphone and app usage among SF Paratransit riders. Lastly, there is an opportunity with the upcoming Paratransit RFP to incorporate language that would require the selected vendor to develop plans to introduce this product into the service.