Case Study: HRT Paratransit achieves 44% shorter trips, improved reliability, and lower costs with Via

An Ada-compliant Service Connecting 3,200+ Riders to Jobs, Health Care, and Their Community

HRT Paratransit, the ADA-compliant paratransit service operated by Hampton Roads Transit that connects 3,200+ riders across a 230 sq. mile service zone, faced rising costs, unreliable arrivals, circuitous routes, and inflexible scheduling. After issuing an RFP, the agency selected Via to overhaul the service, combining operations and maintenance (O&M) with a new paratransit technology platform.

Via deployed a combined O&M and technology solution—proprietary intelligent routing algorithms, rider and driver apps, a web portal, call center, and IVR—plus COVID-safe protocols. Within months Via boosted on-time performance, cut average trip duration by more than 44%, reduced call volumes by 30%, achieved 20% app adoption, and earned a 4.93/5 average rider rating (94% five-star). Utilization exceeded the previous provider even with reduced capacity, delivering lower costs and fewer vehicle miles driven.

HRT Paratransit

Rachel H

HRT Paratransit