Using familiar PASS paratransit software and convenient rider-facing tools, WTA filled a service gap for riders from smaller communities.
Whatcom Transportation Authority (WTA) provides public transit throughout Whatcom County, Washington. It operates fixed route, paratransit, zone (for rural areas), and vanpool services. To fill a service gap in its smaller jurisdictions, the agency utilized an FTA sandbox grant to pilot micro-transit in the city of Lynden.
A small city of 15,000, Lynden lies 15 miles north of Bellingham, WA the populous area where WTA service is concentrated. For Lynden riders, being further out and in a low-density area meant longer wait times to catch a bus, and a longer round trip. With slower connections to fixed routes, residents found grocery shopping or running errands within the city a bit more wearisome than it should be. An on-demand service would make trips faster and shorter.
“The service gave Lynden riders flexibility, there’s great opportunity to get to where you need to go within the city, but also to connect to the fixed route services as well. We’ve gotten some really great feedback on the capability, and we have some very consistent riders.”
Andrew Thompson Dispatch Systems Coordinator, Whatcom Transportation Authority
WTA was awarded an FTA sandbox grant in March 2020 to fund the microtransit project to give Lynden residents convenient, local rides for shopping and daily activities. Two on-demand vans took riders where they needed to go around town for the standard $1 per trip. To deploy micro-transit, the agency utilized its Trapeze PASS paratransit system, which let them schedule on-demand trips for non-ADA rides and implement the service in less time it would have taken with a brand-new solution.
Integration within the familiar PASS system enabled operations to maximize efficiencies—during testing, they were able to perform six rides in under three hours. Many of the rides were long-distance trips or had considerable time gaps.
Creating a seamless ride-hailing process was critical to the project’s success. While riders could use a call-in option, riders could get trip information and book, confirm, and cancel through a mobile app or web portal. The mobile app also allowed riders to track their vehicle—from pick up to drop-off—including the return trip.
To encourage riders to sign up for the service, Trapeze helped WTA create an easy customer self-registration process. Passengers simply provided their name and email address and within minutes they were ready to ride. “That was a big improvement on the product,” said Andrew Thompson, WTA Dispatch Systems Coordinator. “It really made it possible for people to just start using the service.”
Lynden Hop, (a name chosen by the residents themselves), started small, with 10 to 15 rides a day during the June 2021 launch. It quickly became popular with riders, who used it consistently. “Parents are booking for their kids for after-school activities. They appreciate the service because it frees up their time. They have trust in the system to allow their kids to get to a karate class or a band practice.,” Andrew said. Seniors, meanwhile, loved how the service promoted independent living. With Lynden Hop, WTA got the right mix of service between Bellingham and the smaller, outlying communities it serves. “The service gave Lynden riders flexibility,” said Andrew. “There’s great opportunity to get to where you need to go within the city, but also to connect to the fixed route services as well. “We’ve gotten some really great feedback on the capability, and we have some very consistent riders.”
Bus
Rail
Paratransit