Case Study: Kitsap Transit ACCESS cuts callbacks by 75% with TripSpark demand response software

Kitsap Transit Access cuts callbacks by 75% with TripSpark

Kitsap Transit ACCESS, a paratransit service provider, faced significant challenges with its on-demand trip booking process due to its region's complex geography. This forced staff to spend 5-10 hours daily manually building schedules and informing riders of adjusted trip times, diverting resources from more strategic work. To overcome these scheduling hurdles, the agency turned to vendor TripSpark and its demand response software, seeking to improve paratransit scheduling software efficiency.

TripSpark implemented new tools, including real-time trip negotiation powered by SharpStack’s scheduling platform. This solution allowed reservationists to optimize trip placements instantly, providing customers with immediate confirmation of any time deviations. The implementation led to a remarkable 75% reduction in customer callbacks, which is estimated to save Kitsap Transit ACCESS over 1,500 hours of manual work annually. The staff transitioned smoothly through targeted training, and the agency gained operational flexibility to focus on higher-value tasks.