Spanning a 423.5-square-mile service area, Chesterfield County selected UZURV as a core assisted mobility provider for its Access On-Demand rider choice program. By supplying an FTA-compliant, ADA-credentialed driver network, UZURV helped expand ambulatory and wheelchair-accessible vehicle (WAV) service beyond county lines — giving residents flexible, same-day access to regional healthcare, employment, and critical community services. Today, UZURV completes over 81,000 annual trips across Chesterfield County while sustaining a 98% On-Time Performance. This high-efficiency service earned statewide recognition, winning the Virginia Association of Counties (VACo) Achievement Award for the program’s “fiscal responsibility and innovative transit design.”
Challenge:
For more than 15 years, Access Chesterfield served as Chesterfield County, Virginia’s primary paratransit lifeline. However, over time, high out-of-pocket costs for riders, service area restrictions – Chesterfield County covers 423 square miles – and scaling limitations made it increasingly difficult for the program to keep pace with growing demand.
To address these challenges, Chesterfield County explored a dynamic transit model that piloted standard transportation network company (TNC) platforms. This initial effort proved an important benchmark of success — demonstrating the value of flexible, same-day travel and greater affordability for residents. However, it also highlighted critical operational requirements needed for a broader public transit population:
- Specialized Driver Assistance & WAV Capacity: Standard TNCs lacked specialized driver credentialing, door-to-door service, and wheelchair-accessible vehicle (WAV) availability. To serve residents, the county needed a solution built for accessibility and specialized service.
- Cross-Jurisdictional Transit Options: Key healthcare facilities, employment hubs, and regional services sat across county borders in adjacent cities. Chesterfield needed a scalable, cross-jurisdictional system that could connect residents to these regional destinations efficiently.
Core Outcomes
98%
On-Time Performance Rate
81,000+
Annual Trips Completed
55%
Ride App Adoption
5%
WAV TripAllocation
Virginia Association of Counties (VACo) Achievement Award Winner
Solution:
In May 2019, Chesterfield County launched Access On-Demand, selecting UZURV as a core provider. Through UZURV, the county gained access to a specialized driver network credentialed in ADA standards and disability sensitivity. The partnership enabled Access On-Demand to deliver flexible, same-day service — including WAV trips, which account for 5% of today’s total volume — while expanding access to the greater region.
With UZURV as a core provider, Chesterfield County scaled its capabilities:
- FTA and ADA credentialing: Deployed drivers credentialed in ADA standards, disability sensitivity, and specialized door-to-door service, while adding WAV capacity.
- Enhanced efficiency & cross-jurisdictional access: Preserved flexible same-day trip scheduling and broadened cross-county travel — connecting residents to regional employment centers, healthcare facilities, and community services beyond county lines while sustaining 98% On-Time Performance (OTP).
- ADA-accessible booking and Ride app adoption: Provided booking via UZURV’s dedicated call center and ADA-accessible Ride app. Today, the Ride app drives 55% of all program trips.
- Live trip oversight and reporting: Maintained continuous, real-time trip monitoring by UZURV’s operations team to prevent service disruptions and support riders, while delivering transparent reporting and segregated billing to accommodate multiple county agencies.