The Next Era of Paratransit Innovation is Here with AI and SMS

Paratransit agencies are navigating a familiar tension seen in many industries today. Demand is increasing, expectations are evolving, and funding must stretch further than ever. At the same time, the promise of these programs, compliance, equity, and accessibility, hangs in the balance.

For municipal dial-a-ride programs, ADA paratransit services, and FTA-compliant overflow systems, the challenge is not simply modernization and new technology. It’s modernization that expands access without adding unnecessary complexity or additional cost.

Folks outside of the industry often forget that Paratransit is an unfunded federal mandate. Keywords being unfunded and mandate. 

The most forward-thinking agencies are discovering that innovation doesn’t just require more vehicles or entirely new infrastructure. It requires reimagining how riders, drivers, and operators interact with transportation from start to finish - considering the experience of each party - before blending them together. 

Reboot: Access Beyond Office Hours

In many paratransit programs, booking is tied to call-center hours and staff availability. When the office closes, scheduling closes with it. For riders who depend on accessible transportation for medical appointments, groceries, or community activities, that limitation can create frustration and very real barriers.

Extending service hours has traditionally meant extending staff hours, but for most agencies, that is not financially sustainable. Enter self-service booking options - Not as a replacement, but as a compliment. 

Technology is beginning to support team augmentation, especially when designed specifically for paratransit programs and riders. Our industry works because it values the very human needs of serving Paratransit Riders, but that doesn’t mean we have to forego technology entirely. 

Onward is a transportation technology and operational partner focused on supporting public agencies and municipalities. Our model combines accessible vehicle networks, operational oversight, and rider-first technology to complement existing programs by adding value to riders, drivers, and staff, without adding costs. 

Paige: 24/7 Multilingual Support Designed for Paratransit

Everyone, Meet Paige!

Paige is Onward’s multilingual AI voice and chat agent built specifically for paratransit riders and caregivers. Paige enables riders to book trips, check ride status, cancel reservations, and confirm driver information at any hour of the day.

This tool expands access to same-day and prescheduled services beyond traditional office hours while keeping the rider experience simple and inclusive.

As we know, language accessibility is critical to serving our rider populations. 

Historically, many agencies have relied on contracted language line services to support multilingual communities. These services are costly and dependent on availability, creating bottlenecks for multi-lingual riders and non-fluent staff. 

Paige communicates in 50 languages and automatically switches if a rider begins responding in their preferred language, making the interaction feel natural and immediate.

When a request requires human intervention, Paige transfers the conversation to a live agent along with the information already collected. That’s augmentation, not replacement. Staff members can then focus on higher-need situations while routine interactions remain seamless, unless a rider escalates. 

The result is broader access, stronger equity, and more efficient operations without introducing additional administrative strain and cost.

SMS is Changing Paratransit Rider Expectations

Beyond expanded hours, communication preferences themselves are changing.

Across industries, texting has become the default channel. Healthcare providers confirm appointments via SMS. Banks send fraud alerts by text. Retailers manage order updates through messaging.

Paratransit is no exception and for good reason.

Research conducted by Onward in collaboration with AARP AgeTech Collaborator found that older adults and individuals with disabilities consistently expressed a desire for simplicity in transportation booking technology. They did not want to download another app or manage another password. They wanted something intuitive and familiar, like text messaging (SMS).

Text2Book: The Power of Familiar Technology

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Onward’s Text2Book solution allows eligible riders to order, track, and manage up to three types of trips directly via SMS. Designed with older adults in mind, there is no app to install and no password to remember. From the rider’s perspective, the process feels natural because it builds on a tool they already use daily.

Behind the scenes, the system integrates with an agency’s enrollment structure to confirm eligibility. Riders experience a seamless exchange, and agencies maintain program integrity.

A case study from the City of Hayward’s HOP program in California illustrates what can happen when SMS booking is introduced thoughtfully. HOP serves older adults and riders with disabilities in a city of approximately 163,000 residents. The city partnered with Onward to modernize its dial-a-ride program, improve reliability, and reduce call center strain.

Within two weeks of deploying Text2Book:

• 72.8% of riders shifted from phone-based booking to SMS - a major call center relief

• Same-day accessible fulfillment increased from 0% to 99.4%

• On-time performance rose from 89.5% to 99.3%

For agencies concerned that older adults may resist any digital tools, the results were clear: Adoption was not driven by novelty; it was driven by familiarity.

A Contrast to Traditional Paratransit Apps

Many transit agencies have explored mobile apps for paratransit booking. While apps can offer powerful features, adoption has often been uneven. Riders may hesitate to download additional software, navigate login credentials, or manage storage space on older devices. Accessibility features within apps also vary widely.

As a result, call centers frequently remain the dominant booking channel for paratransit riders even after digital tools are introduced.

Text2Book SMS trip ordering shifts this digital paradigm. It reduces friction rather than adding it, works across device types, and does not require digital literacy beyond basic texting. When paired with a multilingual AI agent like Paige, SMS becomes more than a convenience feature. It becomes a platform for inclusive access.

Innovation That Strengthens Public Transit

For public agencies, innovation must be practical, not just shiny and new. It must improve rider experience and outcomes, preserve compliance, and demonstrate responsible budgeting.

AI and SMS technology in paratransit are not about replacing human connection. By handling high-volume, straightforward interactions such as ride confirmations and status checks, technology allows staff to dedicate more time to riders who require additional coordination or support. 

The broader impact is significant:

• Programs can scale more gracefully during demand surges. 

• Multilingual communities can engage with transportation in their primary language. 

• Riders gain confidence that service is available when they need it.

• In some cases, programs can allocate funds to allow more riders to participate. 

Looking Ahead

As municipalities evaluate the future of dial-a-ride and ADA paratransit programs, the most important question may not be how to digitize, but how to digitize thoughtfully.

Onward’s approach reflects that philosophy. By combining multilingual AI support through Paige with SMS-based booking via Text2Book, agencies can expand access, reduce friction, and modernize rider engagement without disrupting the human core of paratransit.

In the next era of public transportation, innovation will not be defined by complexity. It will be defined by how seamlessly it connects people to where they need to go.