Empowering Our Community: Hayward Simplifies Access to Paratransit Services with Text2Book and Companion Rides

In June, the City of Hayward, partnered with Onward to launch new ride scheduling software and improve access to safe transportation services in their paratransit program, HOP.  Before this launch, riders could only request rides via phone call, limiting options for coordinating rides.  The new program increased access to Wheelchair Accessible Rides, Assisted Companion Rides, and launched new Text2Book transportation ordering technology.  

Text2Book is an age-friendly paratransit scheduling experience designed to improve transportation access for older adults and individuals with mobility challenges. Following the first month of implementation, 72.8% of rideshare trips switched from phone based booking to Text2Book, demonstrating an outstanding adoption by Haward’s HOP riders. 

The program enables traditional rideshare, Companion Rides, and Wheelchair Van ordering via the new text based booking system. The program benefits HOP riders and lays the groundwork for a powerful, connected regional model for communities seeking equitable, age-friendly transportation programs. 

The Introduction of Companion Rides & Management Software

The first phase introduced Onward’s signature Door-Through-Door assisted rideshare service Companion Rides. Onward recruited, hired, and trained a team of FTA compliant Companion Drivers, creating a more equitable same-day assisted service for HOP riders who don’t feel comfortable riding in traditional rideshare, but don’t need all of the accommodation that wheelchair vans provide. This phase was met with enthusiastic participation from community members and enrollment partners who have long sought an optimal ride type for riders with vision, hearing, cognitive or mobility impairments. In the first month, 15% of HOP riders switched from curb-to-curb services to Companion Rides, illustrating a more appropriate ride type for riders requiring additional support. In month two, the success continued with the new ride type receiving over 100 5-Star reviews from riders. 

Behind the scenes, Onward’s transportation management software and network of Non-Emergency Medical Transport (NEMT) providers were also deployed. The software gave the Hayward team the ability to order, track and manage all levels of transportation in real time from a single platform, and provided critical insights to usage data that was previously unavailable.  Working collaboratively, Onward and the Hayward team was able to immediately see service gaps and fix problems. 

By leveraging Onward’s network of local NEMT Providers, the number of Wheelchair Van providers was immediately increased from 1 to 10, greatly increasing capacity, on time performance and access to same day transportation services for wheelchair bound riders. Onward’s ecosystem approach and work outside of the transit industry meant that partnerships with organizations like Alameda Health System, Center for Elders Independence, and various senior living communities in the region, were already established, so the network was already operating in the region.

Leveraging Onward’s NEMT Provider Network also meant that the Hayward paratransit team could offload the challenges of recruiting, screening and onboarding qualified NEMT providers.

The Launch of Text2Book Self-Service Ordering

Phase 2 launched the Text2Book system with the Rideshare ride type. Enrolled HOP Riders can text the word “Book” to 510-925-1700 to engage a self service ride booking portal. This system was designed to be age-friendly, verifying program enrollment without requiring a password or another app to download. 

The ordering experience provides riders with confirmations, real time updates, and allows riders to cancel rides if need be. Following similar adoption patterns of the new Companion ride type, Onward’s Text2Book technology, recorded +72.8% of rideshare trips switched from phone based booking to booking via text message in the first month. 

This solution improved access for the hearing impaired, while maintaining phone-based ride booking requests from riders who were not comfortable texting, or did not have a text-enabled device. This ensured that no rider was left behind in the transition to introduce self-service options. 

Looking ahead

Expanding Self-Service Options 

To enhance the experience of riders booking transportation over the phone, Onward is planning the launch of Voice AI agents to augment the live support provided by the Concierge team. 

Today 77% of HOP phone calls supported by the Concierge team fall into three categories:

1. Requests to book a ride 

2. Confirmation that a ride has been booked

3. Requests for ride details (i.e. name of driver, color of car, etc.)

   
   

As a 24-hour service augmentation, riders will still be able to connect with a live agent during regular business hours, but will soon have expanded telephonic access 365 days a year to voice AI agents that can support riders in XX different languages. The agents will address routine questions providing a faster and more accessible service for riders and transfer to a Concierge team member for more complex topics. The service is designed to support riders who cannot or choose not to receive live status notifications about their trip via Text2Book, only use a landline, or simply prefer calling. 

More to come on this soon!