Between 2021 and 2022, ridership across the Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) MobilityLink — one of the nation’s top 10 paratransit networks — grew by 15%. At the same time, industry-wide operator shortages created service challenges. To support system growth while meeting accessibility and compliance standards, MDOT MTA and Transdev partnered with UZURV to deliver a flexible, FTA-compliant assisted mobility solution.
Launched in October 2021, UZURV scaled rapidly to support core operations before expanding into MTA’s Call-a-Ride program. By delivering 97.5% On-Time Performance (OTP), lowering per-trip costs by 60%, and driving a 99% rider satisfaction rating, the partnership between MDOT MTA, Transdev, and UZURV ensures Baltimore-area riders maintain safe, reliable access to their community.
Challenge:
Between 2021 and 2022, ridership across the Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) MobilityLink — one of the nation’s top 10 largest paratransit networks, serving over two million annual trips — grew by nearly 15%. At the same time, industry-wide workforce shortages left MobilityLink operating with 33% fewer available operators.
This operational gap impacted service delivery, causing On-Time Performance to fall and increasing call center wait times. For riders depending on MobilityLink for daily travel, these delays created scheduling challenges.
Building on the goals of its 2020 Shared Mobility Plan, MDOT MTA and its prime operator, Transdev, sought a supplemental on-demand partner. The goal was to add flexible, FTA-compliant capacity to support core paratransit operations, reduce call center volume, maintain service standards, and improve overall cost efficiency.
Core Outcomes
97.5%
Combined On-Time Performance
37%
Call-a-Ride Ride App Adoption
60%
Combined Cost Savings
99%
2026 Combined Rider Satisfaction Rating
37%
Combined YOY Ride Volume Growth
Solution:
Transdev, a long-standing paratransit contractor for MDOT MTA, partnered with UZURV to deploy its supplemental, assisted mobility model in the Baltimore region. Recognizing prior success in other transit markets, Transdev was confident UZURV could quickly onboard FTA-compliant drivers to relieve operational pressure on MobilityLink while delivering safe, reliable, door-to-door service.
Launched in October 2021, UZURV scaled 5x within its first six months — serving over 3,800 riders, raising On-Time Performance (OTP) by more than 20% (98% OTP), and lowering per-trip costs by 45%.
Based on strong performance, rapid scaling, and positive service feedback, MDOT MTA selected UZURV for its Call-a-Ride program, where it quickly became the primary service provider.
Today, UZURV’s Assisted Mobility platform facilitates thousands of rides across MDOT MTA supplemental and Call-a-Ride programs with a combined 97.5% OTP. For the supplemental program, UZURV has reduced per-trip costs by 60%. Rider feedback has been positive too – reflecting a combined 99% rider satisfaction rating across both programs.
Core Service, Operational Standards & Continuous Innovation:
Through ongoing technology enhancements and continuous service improvements, UZURV provides the MTA with an assisted mobility platform tailored to the agency’s goals:
- FTA Compliance: Combines automated systems and human verification for FTA drug and alcohol testing and fingerprint background checks.
- Credentialed, Door-to-Door Care: Provides drivers familiar with ADA standards, disability sensitivity, CPR, and First Aid who are ready to offer door-to-door assistance
- Real-Time Oversight: Operates a dedicated 24/7 Operations Center to monitor active dispatch and trip execution in real time.
- Dedicated Ride Management: Features a dedicated Call-a-Ride call center that consistently meets or exceeds SLAs, alongside a highly rated rider app handling 37% of completed trips.
Rapid Response & Continuity Support
When MDOT MTA experienced a cybersecurity disruption in 2025, UZURV acted immediately to support operational continuity. UZURV quickly activated its driver network to provide immediate capacity support, covering an additional 12% of ride volume. Working hand-in-hand with agency personnel, UZURV demonstrated how a dedicated supplemental and rider choice provider can support agency resilience when unexpected challenges arise — reinforcing the value of a flexible assisted mobility solution. Since the event, UZURV has delivered consistent service coverage, growing 37% YOY to further assist MTA and Transdev in providing paratransit with high service-level standards.