RideCo's Service Implementation: The Industry Standard for Successful Paratransit and Microtransit Launch and Delivery

Dedicated Project Team Throughout Customer Lifecycle

Regular scheduled meetings between the RideCo and agency project teams are foundational to each partnership, facilitating open communication and providing opportunities to review program performance, address challenges in a proactive manner, and collaborate on efforts to drive continuous optimization and program improvement. The ongoing meeting cadence is in addition to quarterly business reviews (QBRs), when the project and management teams come together to discuss program alignment with the agency’s strategic goals and objectives, and future planning to support the program’s growth.

Reliable Communication with Ongoing Meeting Cadence

Regular scheduled meetings between the RideCo and agency project teams are foundational to each partnership, facilitating open communication and providing opportunities to review program performance, address challenges in a proactive manner, and collaborate on efforts to drive continuous optimization and program improvement. The ongoing meeting cadence is in addition to quarterly business reviews (QBRs), when the project and management teams come together to discuss program alignment with the agency’s strategic goals and objectives, and future planning to support the program’s growth.

Enablement of Data-Informed Decision Making

Throughout the program and customer lifecycle, agency partners benefit from the RideCo project team’s support in their decision-making processes. Improvement opportunities identified during regular scheduled meetings leverage insights from the Data Reporting Suite and are reviewed using detailed analyses conducted by the RideCo project team. These inform adjustments to program parameters and settings, including the implementation of new RideCo products or features to further enhance operations and service delivery. Empowered by recommendations from the RideCo project team, the agency’s project and management teams can make data-informed decisions that ensure the program hits its KPIs and overall goals.

Commitment to Continuous Optimization and Program Improvement

Alongside RideCo’s commitment to the continuous optimization of its paratransit and microtransit technology, the RideCo project team is dedicated to setting the agency’s project team up for effective utilization and helping drive the continuous improvement of the program. With both teams working together in close collaboration, improvement opportunities are proactively identified and then implemented to ensure the program’s full potential is realized. As agency partners reach greater efficiency in operations and service delivery, the efficiencies gained can be used to scale the program itself or expand to other public transit use cases.

Industry Insights and Best Practices From 80+ Deployments of Every Size and Use Case

From supporting deployments with the largest urban transit agencies in North America, like Southeastern Pennsylvania Transportation Authority (SEPTA), to rural systems and communities like Concord Kannapolis Area Transit (Rider Transit), each RideCo project team is made up of highly experienced team members that have planned, implemented, and managed programs across a portfolio that encompasses every size, use case, and requirement. Leveraging their collective experience from all other RideCo deployments, insights and best practices are used to guide the agency’s project and management teams in their decisions, ensuring the delivery of a successful and sustainable program that meets the mobility needs of their city or community.

Dedicated Project Team Throughout Customer Lifecycle

Regular scheduled meetings between the RideCo and agency project teams are foundational to each partnership, facilitating open communication and providing opportunities to review program performance, address challenges in a proactive manner, and collaborate on efforts to drive continuous optimization and program improvement. The ongoing meeting cadence is in addition to quarterly business reviews (QBRs), when the project and management teams come together to discuss program alignment with the agency’s strategic goals and objectives, and future planning to support the program’s growth.

Reliable Communication with Ongoing Meeting Cadence

Regular scheduled meetings between the RideCo and agency project teams are foundational to each partnership, facilitating open communication and providing opportunities to review program performance, address challenges in a proactive manner, and collaborate on efforts to drive continuous optimization and program improvement. The ongoing meeting cadence is in addition to quarterly business reviews (QBRs), when the project and management teams come together to discuss program alignment with the agency’s strategic goals and objectives, and future planning to support the program’s growth.

Enablement of Data-Informed Decision Making

Throughout the program and customer lifecycle, agency partners benefit from the RideCo project team’s support in their decision-making processes. Improvement opportunities identified during regular scheduled meetings leverage insights from the Data Reporting Suite and are reviewed using detailed analyses conducted by the RideCo project team. These inform adjustments to program parameters and settings, including the implementation of new RideCo products or features to further enhance operations and service delivery. Empowered by recommendations from the RideCo project team, the agency’s project and management teams can make data-informed decisions that ensure the program hits its KPIs and overall goals.

Commitment to Continuous Optimization and Program Improvement

Alongside RideCo’s commitment to the continuous optimization of its paratransit and microtransit technology, the RideCo project team is dedicated to setting the agency’s project team up for effective utilization and helping drive the continuous improvement of the program. With both teams working together in close collaboration, improvement opportunities are proactively identified and then implemented to ensure the program’s full potential is realized. As agency partners reach greater efficiency in operations and service delivery, the efficiencies gained can be used to scale the program itself or expand to other public transit use cases.

Industry Insights and Best Practices From 80+ Deployments of Every Size and Use Case

From supporting deployments with the largest urban transit agencies in North America, like Southeastern Pennsylvania Transportation Authority (SEPTA), to rural systems and communities like Concord Kannapolis Area Transit (Rider Transit), each RideCo project team is made up of highly experienced team members that have planned, implemented, and managed programs across a portfolio that encompasses every size, use case, and requirement. Leveraging their collective experience from all other RideCo deployments, insights and best practices are used to guide the agency’s project and management teams in their decisions, ensuring the delivery of a successful and sustainable program that meets the mobility needs of their city or community.

Performance Dashboard

The Performance Dashboard is a data visualization tool designed to provide the agency’s project and management teams with an overview of aggregate data across date ranges and programs. Customizable and configurable to meet the needs of the agency, the Performance Dashboard features a user-friendly interface that enables both teams to monitor and track performance and trends over time.

Data Reporting Suite

Integral to the long-term success of each RideCo-empowered program is a comprehensive reporting suite that provides the agency’s project and management teams with the insights needed to make informed, data-driven decisions. All metrics and data from each program are compiled into different formats, such as standardized emailed or stored canned reports, raw data exports, and customized reports when needed.

The reporting suite also supports agency partners with external requirements from governing bodies like the Federal Transit Administration (FTA) or the Canadian Urban Transit Association (CUTA). It simplifies compliance with records such as the FTA’s National Transit Database (NTD) through streamlining the data submission process.

Service Monitoring

Throughout the program lifecycle, the RideCo project team continues to monitor the service, working together with the agency’s project team to proactively address areas of improvement and promptly respond to service issues. In leveraging the Performance Dashboard and data reporting suite, as well as recommendations from the RideCo project team, agency partners are able to continuously deliver service that both meets and exceeds the expected KPIs.

Performance Dashboard

The Performance Dashboard is a data visualization tool designed to provide the agency’s project and management teams with an overview of aggregate data across date ranges and programs. Customizable and configurable to meet the needs of the agency, the Performance Dashboard features a user-friendly interface that enables both teams to monitor and track performance and trends over time.

Data Reporting Suite

Integral to the long-term success of each RideCo-empowered program is a comprehensive reporting suite that provides the agency’s project and management teams with the insights needed to make informed, data-driven decisions. All metrics and data from each program are compiled into different formats, such as standardized emailed or stored canned reports, raw data exports, and customized reports when needed.

The reporting suite also supports agency partners with external requirements from governing bodies like the Federal Transit Administration (FTA) or the Canadian Urban Transit Association (CUTA). It simplifies compliance with records such as the FTA’s National Transit Database (NTD) through streamlining the data submission process.

Service Monitoring

Throughout the program lifecycle, the RideCo project team continues to monitor the service, working together with the agency’s project team to proactively address areas of improvement and promptly respond to service issues. In leveraging the Performance Dashboard and data reporting suite, as well as recommendations from the RideCo project team, agency partners are able to continuously deliver service that both meets and exceeds the expected KPIs.

Schedule Development

As the first step in the training process, the RideCo Project Manager, Training Manager, and the agency’s project team collaborate on a schedule that enables strong comprehension and skill by launch. Considering both the project schedule and staff availability, the schedule is timed to ensure the operations team retains the training without disrupting the current service, while completing it close enough to launch for a coordinated and seamless transition.

RideCo University

An essential tool during the training process is RideCo University, an online learning portal that offers a high-level introduction to the RideCo platform. Assigned to the operations team prior to pre-launch training, RideCo University incorporates self-paced courses and assessments, which they can return to as often as needed. Familiarity with the RideCo platform through RideCo University encourages team members to actively participate during pre-launch training, resulting in more productive and helpful sessions.

Pre-Launch Training

Led by RideCo’s Training Manager, pre-launch training can be conducted in person and virtually in the days leading up to the program launch. Delivered through user-specific courses that match the agency’s updated standard operating procedures, the project and operations teams participate in sessions that include guided instruction and hands-on practice using the RideCo platform.

Continuous Learning

As technology and the RideCo platform evolve, agency partners can find opportunities to improve on service delivery through leveraging new products and features. To support this, training tools and resources are continually updated, empowering the agency’s project and operations teams to build on their competencies and further expand their skills. Continuous learning, when the agency and RideCo are aligned on the approach, is foundational to the long-term success of the program.

Schedule Development

As the first step in the training process, the RideCo Project Manager, Training Manager, and the agency’s project team collaborate on a schedule that enables strong comprehension and skill by launch. Considering both the project schedule and staff availability, the schedule is timed to ensure the operations team retains the training without disrupting the current service, while completing it close enough to launch for a coordinated and seamless transition.

RideCo University

An essential tool during the training process is RideCo University, an online learning portal that offers a high-level introduction to the RideCo platform. Assigned to the operations team prior to pre-launch training, RideCo University incorporates self-paced courses and assessments, which they can return to as often as needed. Familiarity with the RideCo platform through RideCo University encourages team members to actively participate during pre-launch training, resulting in more productive and helpful sessions.

Pre-Launch Training

Led by RideCo’s Training Manager, pre-launch training can be conducted in person and virtually in the days leading up to the program launch. Delivered through user-specific courses that match the agency’s updated standard operating procedures, the project and operations teams participate in sessions that include guided instruction and hands-on practice using the RideCo platform.

Continuous Learning

As technology and the RideCo platform evolve, agency partners can find opportunities to improve on service delivery through leveraging new products and features. To support this, training tools and resources are continually updated, empowering the agency’s project and operations teams to build on their competencies and further expand their skills. Continuous learning, when the agency and RideCo are aligned on the approach, is foundational to the long-term success of the program.

Discovery and Data Collection

All agencies operate differently, and the beginning of every project with RideCo includes engaging each functional team in in-depth discovery sessions to understand their standard operating procedures and the intricacies of their existing processes. The goal throughout the planning process is to implement solutions that address the agency’s pain points and program objectives, while maintaining familiar processes to ensure operational continuity and a seamless transition.

Service Design

Using information and insights gained from the discovery and data collection process, the RideCo project team designs the service within the RideCo platform, configuring service parameters and settings to address the program’s specific use case and requirements. Emphasis is also placed on a design that can both achieve the agency’s goals and objectives, and meet the mobility needs of their riders.

Service Modeling and Simulations

To validate the service design, the RideCo project team runs simulations using vehicle schedules provided by the agency, loading in both real and simulated trips. This is an iterative process that includes fine-tuning the program’s parameters and settings to test the design’s ability to meet the agency’s goals and objectives. Once validated, it provides a defined roadmap to successful implementation and service delivery.

Service Planning

The service modeling and simulation results are presented and discussed with the agency’s project team to confirm the service design and expected KPIs align with their goals and objectives. With their approval, both project teams can move ahead with the implementation process, confident that the program can meet its KPIs and goals, and is set up for long-term success.

Consulting

The RideCo project team offers ongoing consulting throughout the planning process, providing guidance for program decisions using insights and best practices learned from their experience with various service designs across RideCo’s broad customer base. As with all aspects of the partnership, consulting is a collaborative process that includes balanced and constructive discussions that prioritize delivering the best outcomes for the end users: from the agency’s functional teams and operational partners, to riders.

Discovery and Data Collection

All agencies operate differently, and the beginning of every project with RideCo includes engaging each functional team in in-depth discovery sessions to understand their standard operating procedures and the intricacies of their existing processes. The goal throughout the planning process is to implement solutions that address the agency’s pain points and program objectives, while maintaining familiar processes to ensure operational continuity and a seamless transition.

Service Design

Using information and insights gained from the discovery and data collection process, the RideCo project team designs the service within the RideCo platform, configuring service parameters and settings to address the program’s specific use case and requirements. Emphasis is also placed on a design that can both achieve the agency’s goals and objectives, and meet the mobility needs of their riders.

Service Modeling and Simulations

To validate the service design, the RideCo project team runs simulations using vehicle schedules provided by the agency, loading in both real and simulated trips. This is an iterative process that includes fine-tuning the program’s parameters and settings to test the design’s ability to meet the agency’s goals and objectives. Once validated, it provides a defined roadmap to successful implementation and service delivery.

Service Planning

The service modeling and simulation results are presented and discussed with the agency’s project team to confirm the service design and expected KPIs align with their goals and objectives. With their approval, both project teams can move ahead with the implementation process, confident that the program can meet its KPIs and goals, and is set up for long-term success.

Consulting

The RideCo project team offers ongoing consulting throughout the planning process, providing guidance for program decisions using insights and best practices learned from their experience with various service designs across RideCo’s broad customer base. As with all aspects of the partnership, consulting is a collaborative process that includes balanced and constructive discussions that prioritize delivering the best outcomes for the end users: from the agency’s functional teams and operational partners, to riders.

Information Exchange with Industry Peers Through RideCo Roundtable and Product Webinars

As a RideCo partner, agencies have access to a community of innovative, like-minded peers who have successfully implemented RideCo's paratransit and microtransit technology. These connections facilitate meaningful information exchange where agencies can learn from each other’s experiences and share their best practices and strategies on how to improve operations and enhance service delivery. Through customer-only RideCo Roundtable discussions and product webinars showcasing the latest releases and insights into the product roadmap, these forums offer agency partners the opportunity to collaborate and shape the future of public transit, together.

Sharing Success Stories Through Webinars, Case Studies, Videos, and Press Releases

Once the program has launched and is seeing sustained success through meeting its KPIs and goals, the RideCo project and marketing teams collaborate with the agency’s project team to produce webinars, case studies, videos, and press releases that highlight the program’s success. Profiling the agency’s journey to this point and the improvements in both operations and the passenger experience, these content pieces become helpful resources for other agencies wanting to learn more about the transformative impact of modern, cloud-based paratransit and microtransit technology.

Information Exchange with Industry Peers Through RideCo Roundtable and Product Webinars

As a RideCo partner, agencies have access to a community of innovative, like-minded peers who have successfully implemented RideCo's paratransit and microtransit technology. These connections facilitate meaningful information exchange where agencies can learn from each other’s experiences and share their best practices and strategies on how to improve operations and enhance service delivery. Through customer-only RideCo Roundtable discussions and product webinars showcasing the latest releases and insights into the product roadmap, these forums offer agency partners the opportunity to collaborate and shape the future of public transit, together.

Sharing Success Stories Through Webinars, Case Studies, Videos, and Press Releases

Once the program has launched and is seeing sustained success through meeting its KPIs and goals, the RideCo project and marketing teams collaborate with the agency’s project team to produce webinars, case studies, videos, and press releases that highlight the program’s success. Profiling the agency’s journey to this point and the improvements in both operations and the passenger experience, these content pieces become helpful resources for other agencies wanting to learn more about the transformative impact of modern, cloud-based paratransit and microtransit technology.

Knowledge Base

The Knowledge Base is a collection of helpful how-to articles, tip sheets, process and technical documentation, and release notes, designed to guide the agency’s project and functional teams in their day-to-day operations. A self-serve resource that supports continuous learning, content within the Knowledge Base is regularly updated to reflect the latest RideCo product and feature releases, ensuring teams are kept up to date and informed on the newest functionalities and how to leverage them to optimize service delivery.

Help Desk

All inquiries are submitted through the Help Desk, where the RideCo technical support team promptly reviews the ticket. Following an automatic reply that provides recommended Knowledge Base content related to the inquiry, the technical support team works with the user to address the request or resolve the ticket. Response time to inquiries adhere to the program’s service level agreement, ensuring timely resolution of critical or urgent issues.

All-Hours Emergency Response

Using a rotating all-hours emergency response system supported by the RideCo project and technical support teams, on-call team members are immediately notified of critical issues to ensure prompt resolution. An emergency phone line is also available to agency partners, in the event that a RideCo team member needs to be contacted outside business hours. Demonstrating RideCo’s commitment to customer success, this level of customer support ensures high system reliability in helping maintain 99.99% uptime.

Knowledge Base

The Knowledge Base is a collection of helpful how-to articles, tip sheets, process and technical documentation, and release notes, designed to guide the agency’s project and functional teams in their day-to-day operations. A self-serve resource that supports continuous learning, content within the Knowledge Base is regularly updated to reflect the latest RideCo product and feature releases, ensuring teams are kept up to date and informed on the newest functionalities and how to leverage them to optimize service delivery.

Learn More

Help Desk

All inquiries are submitted through the Help Desk, where the RideCo technical support team promptly reviews the ticket. Following an automatic reply that provides recommended Knowledge Base content related to the inquiry, the technical support team works with the user to address the request or resolve the ticket. Response time to inquiries adhere to the program’s service level agreement, ensuring timely resolution of critical or urgent issues.

Learn More

All-Hours Emergency Response

Using a rotating all-hours emergency response system supported by the RideCo project and technical support teams, on-call team members are immediately notified of critical issues to ensure prompt resolution. An emergency phone line is also available to agency partners, in the event that a RideCo team member needs to be contacted outside business hours. Demonstrating RideCo’s commitment to customer success, this level of customer support ensures high system reliability in helping maintain 99.99% uptime.

Learn More

Project Management

To ensure the service launches successfully, the RideCo project team takes the lead on the end-to-end implementation process. Leveraging the expertise of the dedicated Project Manager, Technical Services Manager, and other experienced RideCo team members, they build and manage the implementation schedule to ensure project milestones and deliverables are completed on time. Throughout the implementation process, their responsibilities include ensuring alignment between both teams, proactively identifying and resolving roadblocks, and empowering the agency’s project team to be confident in making decisions about the program.

Configuration

Using the collected data, the RideCo project team configures the platform to match the service model determined during the planning process. This step includes additional simulations, testing, and iteration until the RideCo project team is confident that the system is set up to achieve the expected KPIs as defined by the agency’s project team.

Change Management

Change can be challenging for agencies, especially when it comes to transitioning from legacy systems that have been in place for years, or even decades. Recognizing this, each paratransit program includes a change management lead on its RideCo project team, a resource focused on supporting the agency in navigating the transition.

The change management lead works with both the project and functional teams to understand the existing standard operating procedures (SOPs), helping them update the existing SOPs or develop new ones that account for the changes that will be introduced with RideCo’s paratransit software. Alongside a comprehensive training program, the functional teams are educated on the ways they can use the technology to improve their operations.

Empowered with the right resources and knowledge, each team becomes more confident in their ability to deliver the service using RideCo’s paratransit software—building trust that this change is a positive one.

Marketing Consulting & Execution

Marketing is essential to the success of any program and the RideCo marketing team is available to support agency partners with consulting and execution services. In collaboration with the agency’s project and marketing teams, they will develop comprehensive strategies, create targeted campaigns, and provide marketing templates and assets to support the program’s launch. Post launch, the RideCo marketing team can assist with initiatives to enhance service awareness, improve customer retention, and increase ridership.

Launch

The planning and implementation process has led to this pivotal point—launch day. In the week leading up to the launch, the final training sessions are completed, and outstanding questions or concerns are addressed. Depending on the program, the RideCo project team will be on site to support the agency’s project team, with the RideCo technical services team monitoring the launch remotely, on hand to adjust program settings as needed.

This extensive level of support is provided to ensure a successful launch, one where the agency’s operations team is confident in the transition to the RideCo platform, and the project team is empowered to lead the operations team in the days and weeks to come.

Hypercare

For eight weeks following the launch, the RideCo project team will actively monitor the program and its KPIs, offering guidance and recommendations on how the agency’s project team can use the tools and data within the RideCo platform to further enhance operations and service delivery. There to address questions, investigate scenarios, and adjust program settings as needed, the RideCo project team is committed to the continuous improvement of the program during the hypercare stage, and throughout the entire program and customer lifecycle.

Project Management

To ensure the service launches successfully, the RideCo project team takes the lead on the end-to-end implementation process. Leveraging the expertise of the dedicated Project Manager, Technical Services Manager, and other experienced RideCo team members, they build and manage the implementation schedule to ensure project milestones and deliverables are completed on time. Throughout the implementation process, their responsibilities include ensuring alignment between both teams, proactively identifying and resolving roadblocks, and empowering the agency’s project team to be confident in making decisions about the program.

Configuration

Using the collected data, the RideCo project team configures the platform to match the service model determined during the planning process. This step includes additional simulations, testing, and iteration until the RideCo project team is confident that the system is set up to achieve the expected KPIs as defined by the agency’s project team.

Change Management

Change can be challenging for agencies, especially when it comes to transitioning from legacy systems that have been in place for years, or even decades. Recognizing this, each paratransit program includes a change management lead on its RideCo project team, a resource focused on supporting the agency in navigating the transition.

The change management lead works with both the project and functional teams to understand the existing standard operating procedures (SOPs), helping them update the existing SOPs or develop new ones that account for the changes that will be introduced with RideCo’s paratransit software. Alongside a comprehensive training program, the functional teams are educated on the ways they can use the technology to improve their operations.

Empowered with the right resources and knowledge, each team becomes more confident in their ability to deliver the service using RideCo’s paratransit software—building trust that this change is a positive one.

Marketing Consulting & Execution

Marketing is essential to the success of any program and the RideCo marketing team is available to support agency partners with consulting and execution services. In collaboration with the agency’s project and marketing teams, they will develop comprehensive strategies, create targeted campaigns, and provide marketing templates and assets to support the program’s launch. Post launch, the RideCo marketing team can assist with initiatives to enhance service awareness, improve customer retention, and increase ridership.

Launch

The planning and implementation process has led to this pivotal point—launch day. In the week leading up to the launch, the final training sessions are completed, and outstanding questions or concerns are addressed. Depending on the program, the RideCo project team will be on site to support the agency’s project team, with the RideCo technical services team monitoring the launch remotely, on hand to adjust program settings as needed.

This extensive level of support is provided to ensure a successful launch, one where the agency’s operations team is confident in the transition to the RideCo platform, and the project team is empowered to lead the operations team in the days and weeks to come.

Hypercare

For eight weeks following the launch, the RideCo project team will actively monitor the program and its KPIs, offering guidance and recommendations on how the agency’s project team can use the tools and data within the RideCo platform to further enhance operations and service delivery. There to address questions, investigate scenarios, and adjust program settings as needed, the RideCo project team is committed to the continuous improvement of the program during the hypercare stage, and throughout the entire program and customer lifecycle.

Service Implementation

Industry-Leading Outcomes with RideCo-Empowered Service Implementation