MBTA Introduces Digital Solutions for The RIDE Paratransit Service: New Application and Web Platform
New App and Portal Enhance The RIDE Service for MBTA Customers
The Massachusetts Bay Transportation Authority (MBTA) has launched a new app and online booking portal for its paratransit service, "The RIDE." This move is part of a larger effort by the MBTA to improve operations, customer service, and engagement.
The new app, titled "The RIDE - MBTA," and the online booking portal provide customers with better flexibility in scheduling trips, updating account information, adding funds to their accounts, and tracking their trips. These tools are a direct response to customer requests and are intended to enhance the overall rider experience.
One of the recent upgrades made by The RIDE is better on-time trip performance. This has been achieved through the implementation of a new transportation management system developed by Spare. This system brings real-time trip optimization to the service, enhancing scheduling efficiency and the ability to respond to unexpected delays.
In addition to the new app and portal, The RIDE Flex application process has been improved, resulting in a shorter application turnaround time. Shorter call hold times at The RIDE Access Center (TRAC) is another recent upgrade by The RIDE.
Michele Stiehler, Chief of Paratransit Services at the MBTA, emphasized the importance of evolving and improving both operations and customer experience. She stated, "We are committed to providing the best possible service to our customers, and these new tools are a significant step in that direction."
The MBTA has also partnered with its system-wide accessibility team to offer additional support at the Mobility Center for finding accessible transportation options. The new customer tools have been reviewed for accessibility and tested by internal and external users to ensure they are usable by all customers.
MBTA General Manager and CEO Phillip Eng stated that everyone deserves the ability to choose public transportation and that improving the rider experience is a priority. He said, "We are dedicated to making our services more convenient and efficient for our customers, and these new tools are a testament to that commitment."
The new "The RIDE - MBTA" mobile app and online booking portal are now available for customers to use. They can book trips in three ways: through the new online booking portal, the new mobile app, or by calling TRAC to speak to a reservationist.
The launch of the new app and portal is just one part of a larger software transition for The RIDE. The MBTA has invested in both operations and customer-facing staff as part of its efforts to improve. The new tools are expected to contribute significantly to a more seamless and efficient rider experience.
The RIDE has made progress in improving operations, customer service, and engagement over the past few years. With the launch of the new app and portal, The RIDE continues to demonstrate its commitment to providing the best possible service to its customers.
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