Automated Routing & Dispatch
Agencies report up to a 75% reduction in staff data entry time after moving from paper-based eligibility workflows to a self-service digital portal.
webinar
The Future of Paratransit Is Dynamic: How to Thrive in an Era of Uncertainty
Paratransit must evolve from a fragmented, compliance-driven service into a dynamically managed system — where eligibility, operations, staffing, and rider access merge in real time to reduce risk, protect public dollars, and deliver reliable service.
Dynamic efficiency
How Via Mobility Services operationalized dynamic paratransit with Intelligent Voice Assistant (IVA)
Dynamic paratransit depends on modernizing the front door of the system — where riders interact with operations in real time.
As demand grows and call volumes surge, leading mobility platforms are rethinking how riders interact with paratransit systems. Via Mobility integrated Intelligent Voice Assistant (IVA) to modernize the front door of paratransit, reducing friction for riders while giving agencies greater operational control.
Modernizing rider access – without adding staff
Via Mobility adopted IVA to handle routine rider interactions — such as trip cancellations and changes — without requiring live agent intervention.
Impact: Agencies can absorb higher call volumes without scaling call center staffing at the same rate.
Consistent, ADA-aware rider experiences
IVA enables standardized, rules-based interactions that align with ADA service requirements, ensuring riders receive consistent information regardless of time of day or call volume.
Impact: Reduced variability, fewer errors, and more defensible service delivery.
Real-time connection to operational data
By integrating IVA directly with scheduling and dispatch systems, Via Mobility ensured that rider inquiries reflect current system conditions, not static scripts.
Impact: Riders get accurate trip status and updates, while operations teams avoid downstream disruptions caused by outdated information.
Data-driven Decision Making
With IVA managing high-frequency, low-complexity calls, agency staff can focus on exceptions, rider advocacy, and operational decision-making.
Impact: Better use of limited workforce resources and improved overall service quality.
Webinar
Modernizing eligibility to unlock dynamic paratransit
Why system-level modernization starts with eligibility
Paratransit can’t operate dynamically if eligibility decisions are trapped in paper workflows, inboxes, and disconnected systems. Leading agencies are modernizing eligibility to create a faster, more transparent, and more defensible foundation for service delivery.
Digitizing the eligibility front door
Ecolane’s Eligibility platform replaces paper forms and manual tracking with a single digital system – from application intake through determination.
Impact: Less paperwork, fewer delays, and a cleaner handoff into operations.
Built-in ADA compliance — by design
Automated 21-day case tracking, configurable workflows, and digital audit trails ensure eligibility determinations stay compliant and review-ready.
Impact: Reduced compliance risk and greater confidence during audits or appeals.
Better rider communication, fewer inbound calls
Applicants can submit documentation, track status, and receive updates through a self-service portal instead of calling repeatedly for information.
Impact: Improved rider experience and reduced call center burden.
Flexible staffing through Managed Eligibility Services
Eligibility Services pair expert case managers with integrated technology.
Impact: Agencies can scale eligibility operations without adding internal staff—while maintaining visibility and control.
Modern eligibility management
Modern eligibility management transforms eligibility from a bottleneck into a strategic enabler of dynamic, defensible paratransit operations.
purpose-built
Modernization works best when systems work together
Automated Routing & Dispatch
Agencies can reduce manual dispatch burden and improve rider experience with automated routing and dispatching
Visible Tools
Pairing operational systems with visibility tools improves accountability, response time, and incident clarity
Integrated Data
Integrated data helps teams respond faster and make better decisions in real time
One source of truth across workforce operations.