Simplified SMS Transport Ordering for Paratransit Riders

The introduction of Text2Book offers unprecedented convenience for riders of varying mobility, cognitive, and technological capacities. Designed for convenient booking of rideshare, companion rides, and wheelchair vans, the service means HOP riders and Onward’s future partners can now access multiple levels of transportation from one simplified booking experience.

What is Text2Book?

Today, Text2Book is a new way for HOP riders to request transportation—without downloading an app, waiting on hold, or navigating complicated booking systems. Eligible and enrolled riders simply text “Book” to 510-925-1700 to schedule their trip, and from there, Onward and the City of Hayward handle the rest. Whether the trip requires a standard rideshare, an assisted Companion Ride, or a wheelchair-accessible van, Text2Book makes it possible in just a few steps.

Why It Matters for Riders

For many in the HOP program—older adults, individuals with disabilities, or those who aren’t comfortable with smartphones—App based booking methods create technology barriers. Text2Book bridges that technology barrier by creating:

• Simplicity: Riders only need to send a text—no apps, logins, or new technology to learn.

• Flexibility: The system can accommodate rides for medical appointments, errands, and social outings, across multiple vehicle types.

• Accessibility: Riders with cognitive or mobility challenges can easily get the right level of support they need, every time.

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For many older adults, SMS messaging has become familiar and intuitive and can be adapted using a screen reader or increasing a font size. This familiarity reduces fear and instills confidence in older riders, restoring a layer of independence that may have dwindled. 

A Model for Transit Agencies

While Text2Book was created to support HOP riders in Hayward, its implications are much broader. Transit agencies nationwide are under pressure to deliver services that are both technologically advanced and inclusive. Text2Book shows how agencies across the country can bridge those goals:

• Expanding Access Without Expanding Complexity: A single channel (texting) opens access to multiple types of transportation.

• Reducing Call Center Demand: By diverting riders from phone-based booking, agencies can reduce wait times and free up staff.

• Meeting Riders Where They Are: Not every rider is app-savvy. Having a simple interface that grants riders independence and multiple levels of transport to suit their needs gets one step closer to transportation equity.  

• Future-Proofing Operations: The integration with Onward’s platform demonstrates how agencies can pilot scalable technology that grows with community needs.

  
  

Building Dignity Into Transit

At its core, Text2Book is more than a technology—it’s a tool for dignity. The freedom to book a ride quickly and independently, without depending on someone else or struggling with a complex system, is empowering. For HOP riders, that means greater confidence and more opportunities to participate in community life.

Looking Ahead

The City of Hayward’s HOP Program and Onward are proving what’s possible when agencies and innovative partners collaborate. Text2Book is a small shift that makes a big difference—not only for riders, but also for the agencies tasked with serving diverse communities.