Rider Choice Program
Manage your providers, modernize your fare options, increase your service capacity, and lower your operational costs for on-demand, door-to-door services with Ecolane.
The Rider Choice Program has gone by many names, but they all refer to a program that sits inside or adjacent to a paratransit program. They provide a demand-responsive capability for people in the community who are usually seniors or people with disabilities. Typically, the passenger can call a day in advance or the day of service. This service is normally paid for with cash or some kind of token or voucher and utilizes taxi cabs, although transport network companies (TNCs) like Uber are being utilized more and more.
This is an essential service, but some significant challenges currently face these programs. Here are some of the challenges facing rider choice programs.
Driver Shortages
During the pandemic, transportation services significantly declined, and many drivers either quit or were laid off. This labor market has yet to rebound, and the lack of drivers results in limited vehicle capacity. Fewer vehicles means spreading resources thin, which negatively impacts on-time performance.
Increased Fraud
It is often difficult to control fraud, especially when tickets, tokens, or vouchers are being used instead of cash. Sometimes, there might even be collusion between the driver and the rider. The lack of program governance has led to a number of programs that have high amounts of waste and fraud.
Customer Complaints
Driver shortages, fewer vehicles, and poor on-time performance all lead to a negative rider experience. Customers are also becoming frustrated with the lack of modern fare collection options like credit card or mobile options.
No ADA Features
Since many of the riders utilizing these programs have some sort of disability, it is important for the vehicles to be compliant with ADA standards. The lack of ADA certifications and standards has an overall negative impact on rider experience.
Lack of Equity
Making sure these programs service all the people who need it is another challenge for rider choice programs. Sometimes, this is due to expansive geographies and the difficulty of serving transportation deserts. Other times, it might be due to a lack of support for unbanked citizens.
Learn About the Rider Choice Program Webinar Series
Hosted by MJM Innovations Managing Director Robert Turner, this webinar will discuss Ecolane's comprehensive demand response solution and how it can serve agencies like yours.
Enable real-time communications to match demand with supply.
Conduct route analysis and planning to account for disruptions.
Make transportation equitable and accessible across underserved communities and disabled groups.
Support Your Team and Riders with Ecolane
Ecolane is an industry-leading provider of intelligent microtransit scheduling software. Our Evolution platform facilitates scheduling, planning, and billing, enabling riders to book and pay for trips in the app.
Resources for Agency Leaders
3 Reasons Vehicles Should Use Mobile Data Tracking
3 Operational Transit Goals for the New Year
Including Customer Communications in Your Software Implementation Planning
4 Practices Selecting a Scheduling & Dispatch Software
3 Reasons Every Vehicle Should Use Mobile Data Tablet Tracking Software
3 Trends We See in States Looking for Statewide Providers
4 Questions to Ask When Evaluating Transit Scheduling Software
5 Essentials to Seek in Your Microtransit Software
4 Core Paratransit Industry & Agency Problems & How Ecolane Solves Them
4 Tips For Transit Agencies To Help Curb Ridership Loss
5 Benefits of Transportation Software
Who We Serve
Paratransit
Paratransit services require flexible, demand-responsive scheduling and careful coordination across vehicles, drivers, and riders. Ecolane supports paratransit operations with software designed for real-time scheduling, dispatch, and monitoring—backed by experienced implementation and support teams.
NEMT / Brokerage
NEMT can be defined as a transportation service provided to individuals who are not in an emergency situation but need more assistance than a taxi service is able to provide. Service providers will be specially equipped to transport riders in wheelchairs, stretchers or with other special needs.
Microtransit
Transportation providers utilizing Ecolane's MicroTransit solution for their customers are able to take advantage of the real-time communications the software offers and match actual demand with actual supply. This is a rarity in the industry, leading to higher customer satisfaction and streamlining overall operations. The solution also incorporates credit card processing and self-registration.
