Case Study: GoBus Accessible Transit increases passengers per vehicle hour and cuts no-shows with TripSpark's Passenger Portal & Notifications

The Software Solution that Increased Trips per Hour

GoBus Accessible Transit, the paratransit provider for St. John’s and Mount Pearl, faced unreliable updates to in-vehicle mobile terminals and limited notification and self‑service options, which led to missed or unnecessary trips, booking errors, and high call volumes. Riders—some with communication challenges—requested an online booking option to gain more independence and reduce miscommunications with call takers.

GoBus implemented TripSpark’s paratransit suite (NovusDR, Rangers, TripBroker) plus Passenger Portal and Notifications, enabling online booking, real‑time arrival alerts, and automated confirmations. The changes boosted portal bookings from 1,400 to 2,000 trips/month, raised passengers per vehicle hour from 2.13 to 2.26 (a 6% increase), produced a 17% year‑over‑year trip increase, reduced no‑shows and “where’s the bus?” calls, and improved on‑time performance.

GoBus Accessible Transit

Donna Power

Manager of Accessible Transit Services