4 Ways Assisted Rideshare Is Enhancing Municipal Transportation Programs

In recent years, the landscape of public and specialized transit has evolved dramatically, especially for aging adults and individuals with mobility challenges. As America ages and healthcare becomes increasingly community-oriented, the role of municipal transportation is no longer confined to fixed-route pick-up and drop-off services. These agencies are now tasked with creating dignified, seamless, and person-centered travel experiences, often augmenting county-run programs that cover similar regions.

On the soft edge of this empathetic shift are new assisted ride share services: Companion Rides—an alternative for individuals needing additional support throughout their trip.

At the core of the Companion Ride is a thoughtful community-centric experience design that offers riders not just mobility but meaningful human connection. The service pairs healthcare experience design with the operational excellence of mass transit and Social Drivers of Health to push beyond traditional paratransit rider experience. We're taking about community-centric, assisted transportation that prioritizes safety, comfort, connection, and dignity.

1. Prioritizing Right Level of Transport, Based on Rider Need

When we consider the needs of older adults and individuals with mobility or cognitive impairments, we're met with the reality of real world challenges and a question. What's the most appropriate level of transportation for a rider, and is it available? Unfortunately until now the answer has been complicated for older adults. Most small to mid sized municipal transportation departments operate curb-to-curb, transport types, and when you're an older adult or individual who needs extra help, curb-to-curb transportation unfortunately can present an obstacle. Questions like: "How will I navigate the stairs?", "How will I carry my bag and push my walker the same time?" etc. immediately surface exposing a transportation gap for vulnerable riders. These gaps discourage ridership, because they create an unsafe experience, and open up a meaningful conversation about the need for transportation equity. 

Municipal transportation agencies that adopt Companion Rides are adapting to include Door-Through-Door service models. Here's what that looks like in practice:

• Assisted mobility: Companions Drivers, who are both the driver and the Companion, support riders from their front door into the vehicle and all the way through the doors of their destination. In the case of medical appointments, the Companion Driver will support a rider until the point of check-in.

  
  

• Supported Navigation: Companion Drivers are trained to assist riders down stairs, around obstacles such as the curb, and provide support safely entering the vehicle.

  
  

• Assistance with personal items: Many riders need help managing walkers, canes, or bags, and companions ensure nothing is left behind or forgotten. Drivers are trained to fold, unfold, and stow mobility devices and assist with personal items. 

By providing this extra layer of service, municipalities and transit agencies can dramatically increase ridership and service satisfaction among older adults and individuals who require extra assistance, effectively increasing local transportation equity. 

2. Building Trust Through Consistency, Human Connection, and Personalization

Both riders and caregivers have historically expressed anxiety due to unfamiliar drivers, and thats a problem that technology can certainly address. Matching algorithm, robust rider profiles, and configurable notifications work together to build a human-centric experience that champions community and safety.

By completing a rider's profile, Onward’s matching algorithm can consistently pair riders and Companion Drivers together. Taking a step further towards trust development - The configuration of notifications, can keep caregivers and loved ones can informed throughout a trip.

These small, tech enabled affirmations leverage what we're considering a softer touch (in experience design) are ground zero for trust and confidence building with riders and caregivers. Taking a macro perspective, Companion Rides and the surrounding technology are reintroduce the relational, and cultural foundations to public and senior transportation, by pivoting from transactional services into personalized experiences.

3. Enhancing the Rider Journey with Technology

Building solutions for riders who need extra assistance takes a “village” mindset to be successful. It’s not just about getting from point A to B; it’s about excellent service delivery, keeping the caregivers informed, designing safe spaces for vulnerable riders, and building trust with a positive reputation. Fortunately, we live in a time in which the technology and team that support assisted transportation can deliver on those promises. 

The technology that supports municipal transportation departments should have live data and analytics that show the exact location of riders throughout their trips. It should have communication designed into the foundation of the solution, and it should capture unique information about a rider without creating a complex experience. By adopting effective assisted technology, municipalities can:

• Reduce call volume

• Create safe rider experiences

• Dynamically adjust as rider needs change

  
  

4. Expanding Equity Through Inclusive Transportation Design

Transportation service gaps disproportionately affects seniors, individuals with mobility or cognitive impairments, and rural communities. By adding service lines can seem costly and Municipal transportation agencies that embrace Companion Rides are creating a more inclusive transportation ecosystem by:

• Serving non-traditional hours: Evening or weekend appointments become more accessible.

• Addressing language barriers: Multilingual companions enhance rider comfort and understanding.

• Extending reach from suburban areas to include rural populations: Where transit options are traditionally scarce.

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This proactive stance not only meets but also surpasses Americans with Disabilities Act (ADA) standards. Companion Rides shift the lens from minimum compliance to maximum care, aligning transportation with the values of dignity and inclusion.

Final Thoughts: The Path Forward 

America’s Silver Tsunami has arrived, and the traditional needs of transit riders are quickly evolving. Municipalities and Transit Agencies sit at a crossroads that will determine the quality of life of a generation and their ability to age in place with dignity. If your agency is restoring independence, safeguarding dignity, and improving public health, we’re here to be your strategic partner.