Across a 474-square-mile service area without traditional fixed-route bus options, Hanover County, Virginia, faced a growing transit disparity for older adults and residents with disabilities. To address this, the County partnered with UZURV to operate Hanover DASH, building on its existing volunteer driver network to establish a scalable, highly efficient rider choice program.
This partnership increased access to specialized mobility across the region. Today, UZURV provides service in both urban and rural areas, completing over 28,500 annual trips with a sustained 97% On-Time Performance (OTP). Supported by call center operations and an ADA-accessible Ride app — which now accounts for 70% of all completed trips — the program connects residents directly to essential medical care and community services.
Challenge:
As Hanover County’s older adult population grew (19% of total per 2023 reporting), the demand for accessible, specialized transportation increased rapidly. This presented a unique challenge for the county, whose lack of fixed-route service, affordable non-Medicaid mobility options, and 474-square-mile footprint created significant transportation disparities. Most residents relied on an informal network of family, friends, and a dedicated volunteer driver program.
Recognizing the need for a scalable, county-backed model, Hanover County sought to launch a rider choice program that was accessible, reliable, and affordable for residents. To do so, the county needed an FTA-compliant, specialized partner that could coordinate across its Human Services Resources (HSR) consortium and County Social Services. The partner also needed to capture robust trip data and usage analytics, giving county leadership a clear way to evaluate the program for broader human services needs, including mental health appointments and disability access across the county.
Core Outcomes
97%
On-Time Performance (OTP)
28,500+
Annual Completed Trips
9.6%
of Annual Completed Trips are WAV
70%
Ride App Adoption
5-Year
Contract Renewal
Virginia Association of Counties (VACo) Achievement Award Winner
Solution:
In September 2021, Hanover County launched Hanover DASH, partnering with UZURV to provide a centralized, assisted mobility rider choice program. Leveraging UZURV’s technology platform and ADA-credentialed driver network, the county established a unified system that serves both ambulatory riders and individuals requiring wheelchair-accessible vehicles (WAV), delivering flexible, same-day service across both urban and rural zones while maintaining a 97% On-Time Performance (OTP).
- Expanded geographic coverage & regional hub access: Provided coverage across Hanover County’s large service area — including previously underserved rural areas — while establishing a 7-mile cross-border buffer zone to connect residents directly to regional community services, such as Veterans Affairs health centers.
- Seamless coordination across multiple agencies: Streamlined operational workflows to connect members of the Human Services Resources (HSR) consortium, County Social Services, and local healthcare providers.
- FTA-compliant driver network: Provided access to an FTA drug- and alcohol-tested driver pool credentialed in ADA door-to-door care and disability sensitivity
- Dedicated call center & rider app adoption: Offered flexible scheduling through UZURV’s dedicated call center and an ADA-accessible Ride app — which now accounts for 70% of all program trips.
- Analytics & real-time oversight: Delivered real-time trip monitoring, incident logging, and program-specific billing. This robust reporting gave county leadership utilization data by rider, trip purpose, and district — creating the structure needed to evaluate transit for broader mental health and human services needs.