Case Study: CATA improves no-show accuracy and reduces appeals with Trapeze Group Service Infractions

How Cata Improved Paratransit No Show Accuracy to Keep Paratran Sit Riders Satisfied

CATA, Capital Area Transportation Authority, needed a better way to manage paratransit no-show infractions across a complex service area with more than 11,000 clients. Its manual review process was labor-intensive, required two full-time staff members, and often led to disputed warning and suspension letters. Vendor Trapeze Group provided the PASS web-based solution, including Service Infractions.

Trapeze Group implemented PASS Service Infractions to help CATA accurately identify valid no shows using trip-related AVL data and streamline the review process. After going live, CATA reduced review time from about 16 hours every two to three weeks to just 15–30 minutes with one staff member, and cut outcomes from 50 warning letters and 16 suspension letters to only 2 warning letters, with no suspensions or appeals.

CATA

Craig Frazier

Paratransit Supervisor Administration