Session Description

What happens when traditional transportation models no longer meet community needs? This session explores how one organization transformed its transportation program following a significant decline in ridership after the COVID-19 pandemic, using the opportunity to redesign service delivery rather than simply rebuild what existed before. 

Participants will learn how the organization shifted from a fully pre-booked model to a more flexible system offering same-day and on-demand rides, resulting in greater efficiency, increased vehicle utilization, expanded access, and fewer unmet trip requests. Presenters will also share the realities behind the transformation, including implementing new technology, supporting staff through change, managing evolving client expectations, and navigating the inevitable challenges that come with redesigning established services. 

Designed for leaders and staff involved in community transportation, operations, and service delivery, this session offers practical lessons that extend well beyond transportation. Attendees will leave with implementation strategies, operational performance measures, lessons learned, and a practical checklist to help redesign services that are more responsive, efficient, and sustainable.