For Partners
Why Working at UZURV Gets Me Thinking About Dog Food
Eating My Own Dog Food
By Ron Brooks
Senior Director, Policy and Stakeholder Engagement
There’s an expression, that resonates for me: “Eating your own dog food.”
I was born to a blue-collar family in small-town Indiana with a severe eye condition that worsened over time. When I was a kid, I could see a little, so I did all the things kids do – I rode bikes, ambushed unsuspecting adults with snowballs, tormented my sisters, and tried to avoid boring things like homework and chores.
I also played basketball (Indiana’s national pastime). Just before my fourteenth birthday, I took a ball to the face during a pick-up game with friends. By the next morning, my remaining eyesight was gone. So, I learned a new way of reading, writing, and getting to and from school. Getting anywhere meant learning public transportation, and ultimately, paratransit services like UZURV.
I began my career with the San Francisco Bay Area Rapid Transit District, planning, designing, and delivering transportation improvements for older adults and people with disabilities. I’ve been working in the accessible transit and paratransit space ever since, including the past two years with UZURV.
In short, I’ve been a member of the disability community, designing and delivering services for the disability community thirty years and counting. In other words, I’ve been eating my own dog food most of my life. By now, I’m a real connoisseur.
Speaking of which – in 1988, I met my first guide dog. I have been working with one ever since. My current guide is a beautiful five-year-old lab named York. York loves life, fast walks, people, food, and riding with UZURV.
February is Low Vision Awareness Month. As someone who cares about how we serve our riders (including me) at UZURV, here are a few tips we have shared with UZURV Drivers (and now you) to ensure that blind and low-vision customers enjoy five-star experiences every time.
UZURV’s standard service is door-to-door – from the outermost door of the pickup location to the outermost door of the destination. That’s the policy.
A blind or low-vision rider may not see their driver. If they do, they may not realize who their UZURV Driver is.
Blind and low-vision people come in a wide variety. Some are younger, others older. Some can navigate within the environment, others not. Some use guide dogs, some canes, and some do not use any aids at all. So, the help one person needs may be too much or too little for someone else.
The federal Americans with Disabilities Act (ADA) guarantees the rights of people with disabilities to travel with service animals, and all fifty states have made it a misdemeanor to deny transportation to a blind or low-vision customer because of the presence of a guide dog. UZURV has its own Service Animal policy, which requires drivers to welcome their rider with their service animal.
Protocol around service animals is:
- Ignore and do not interact with the animal at all.
- The rider should place their service animal on the floor or, in the case of some smaller service animals, in an enclosed pet carrier. Service animals should never lie on the seat.
- If an animal acts in a way that is aggressive, threatening, and/or disruptive, and if the rider is unable to appropriately manage the animal’s behavior, drivers can contact Operations through the UZURV app for assistance.
As a guide dog handler, I appreciate drivers who know the rules and who simply interact with me as though my guide dog isn’t even there. To paraphrase the old saw: “Guide dogs should be seen and not heard.”
Although a rider may be blind or have some other disability, their lives are filled with other people, interests, and activities. If asked a direct question about blindness or low-vision, most will answer it, but most would prefer discussing something else. And don’t shout. Most blind and low-vision people can hear just fine.
Dig Deeper
Check out these resources to learn more about blindness, low-vision, and guide dogs:
- American Council of the Blind – www.acb.org: A consumer organization focused on advocacy, education, and peer support.
- American Foundation for the Blind – www.afb.org: A premiere blindness and low-vision research organization in the United States.
- National Federation of the Blind – www.nfb.org: A consumer organization, focused on improving opportunities and equality for people who are blind.
- International Guide Dog Federation – www.igdf.org.uk: An international organization representing guide dog training facilities from around the world. The site includes links to accredited guide dog training institutions here in the U.S. as well as across Canada.
- UZURV – Service Dogs Changing Lives for the Better: Learn more about Service Dogs and their training in this UZURV blog.
The Seeing Eye – www.seeingeye.org: The training facility where I met and trained with my present guide dog and satisfied UZURV customer, York. In addition, the Seeing Eye website has links to all guide dog access laws in the U.S. and Canada. They also produced a mobile app with the same information – check it out here.
User Experience (UX) & Accessibility Design at UZURV
What is the philosophy of UZURV's User Experience Design?
We encounter User Experience (UX) design every day without even noticing. In broad strokes, UX Design is the practice of building an overall experience for a user when interacting or engaging with a given product or service. In app development, a lot of UX is focused on how straightforward and accessible the technology is for users. These can be small yet impactful functions. The ease of swiping left or using voice prompts to open a text, etc.
At UZURV, UX plays a vital role in the efficacy and accessibility of our services. To dig into how that translates to our apps, we spoke to UX Lead Chase Thompson and UX Designer, Christina Huther to explain the basics of their design philosophy and what role accessibility plays in their work.
As a company whose mission is to expand mobility independence for all, including people with disabilities and older adults, our apps must be fully accessible. So, how does this change the way our designers approach UX?
“I would say not much different than any other app,” explains Huther, “You’re going to have members of your audience that have disabilities and so every app you build needs to be accessible, that should be your goal no matter what.”
Chase and Christina are responsible for ensuring that the product and service meet the expectations of our users. That means including users in the design and development process.
Users are the experts
“Being equitable recognizes that somebody might have different needs and making sure that we account for those types of needs and circumstances.”
– Chase
A key step toward an accessible product is to see it used in real life. UZURV invites users to poke and prod our technology as part of the design process
According to Chase, “You can conceptually think about something as accessible, that the contrast is high enough, the phone’s big enough, this should work. But when you see somebody actually interact with it, it changes.”
He says the team finds nuances in user testing that have nothing to do with the app looking good. Actual users interacting with the app show the team how features in the app are being used functionally and often reveal adjustments that make the app more useful for any user.
Research itself has become significantly more accessible both for UX Designers and users with disabilities.
“I rely on the users of the product to give me their feedback and their insight and their experiences and their expectations so that I can empathize with them and build a product that suits them”
– Christina
Thanks to advances in research and feedback methods, Christina tells us, “It’s so much easier for UX designers and researchers to advance accessibility standards.” In the past, receiving feedback required in-person testimonials and testing which could be arduous to arrange and even more difficult for people with disabilities to get to, “because we can hear from people much more easily, especially people who wouldn’t have had the opportunity to participate, just because they’re either hard to find, they can’t access a testing facility, or the technology that they needed to use was not accessible.” Now, with online testing options such as usertesting.com the UX team can quickly find appropriate test participants and gain invaluable feedback.
With that research in hand, the design team then plays a lead role as the voice of the user in the development process.“It’s a large part of what we do,” according to Christina. “We connect our stakeholders with the riders and drivers and connect all of those needs with our development team. Coordinating all of that and making sure the ends are meeting in the right place.”
If not the ADA, then who sets the bar for accessibility?
“One thing that we really rely on is the WCAG…these guidelines help make sure that what you’re doing is, in fact, accessible.”
– Chase T.
The ADA does not include standards or guidelines for web and app development, and so as web development has matured, so have industry standards for accessibility. UZURV designs to the standards set by the Web Content Accessibility Guidelines (WCAG).
The WCAG includes comprehensive guidelines for a wide range of users, and according to Chase,
“You want to think through not just what are best practices. There are a bunch of different people that you need to be inclusive of. Not only physical disabilities, there are people with hearing impairments, visual impairments, and cognitive impairments. There are different aspects to keep in mind when thinking about designing a product to be accessible.”More than industry guidelines, these are standards to be met and then validated by experts. To ensure UZURV products are accessible, our UX team uses third-party auditors. As Chase explains, we do this “…to make sure our products are accessible and to ultimately get a VPAT (Voluntary Product Accessibility Template).” The VPAT communicates to prospective agency clients that we have done our due diligence and that the product meets national accessibility standards.
Assistive technology advancements mean the guidelines are continuously improving.
Rapid technological progress leads to equally rapid improving standards for what is considered accessible.
Chase explains, “These guidelines are constantly updated as technology advances… it allows us from the design and implementation side to think about other ways to make our technology more accessible.”
If the standards are ever advancing how does a UX designer measure success?
The answer is surprisingly simple, “The best UX goes unnoticed,” Christina says, “If nobody has anything to say about it, it’s probably good.”
Caring Choice Transportation - Wheelchair Accessible Vehicle Flexibility with Exceptional Service
Wheelchair Accessible Vehicle Flexibility with Exceptional Service
Across the country, UZURV is contracted to provide Wheelchair-Accessible Vehicle (WAV) service as a portion of the trips we provide.
We believe in Mobility Independence for All. Meaning all riders deserve a high level of service.
This is why we maintain high standards for UZURV and the WAV providers we contract with.
A Shared Commitment to Service
Featured Partner
Caring Choice Transportation
UZURV subcontracts with Caring Choice Transportation to provide wheelchair-accessible trips to riders of our Boston area program.
The company’s original focus was to provide school transportation for students with disabilities. Co-founded by Eva Quinlan in 2000, Caring Choice has grown to become one of the largest providers of Wheelchair-Accessible Vehicle (WAV) trips in the North Shore region of Boston.
When UZURV approached me, I jumped on it. With Caring Choice, riders will know that the service they get is on time, will return them on time, and take that little extra care to let them know that they are the most important person for the duration of their trip.
– Eva Quinlan
An Eye for the Right People
Eva’s unwavering commitment to her role is deeply rooted in her personal experience as a mother to a son with a disability. Caring Choice requires employees share a similar level of understanding and commitment when it comes to meeting the unique needs of riders.
Eva says, “…you have to understand their pickup time is 10 o’clock, but they may not get out the door till 10:10 because it took 25 minutes to get a coat on or someone to come and put their shoes on or at the last minute you need to use the restroom and you need someone to help you get out of the chair. You have to have the compassion, the understanding, and the love for what you do. Those are the people that we choose here.”
Training Standards That Exceed National Requirements
Drivers for Caring Choice undergo all FTA-required background screenings and training that surpasses basic requirements, ensuring comprehensive safety measures.
Employee Screenings Include:
- Criminal Background Check
- Pre-employment drug testing & continuous randomized drug testing
- Monitoring of driver’s license and driving history through the state’s Registry of Motor Vehicles department
Caring Choice Employee Training Includes:
- Massachusetts-approved wheelchair safety training
- Sexual Harassment training
- Customer Sensitivity training
- Car Seat Securement training
- CPR & First Aid Certification
- Epipen Training
Our transit agency and program partners have high standards – when our contracts include WAV provision we find, and carefully vet, our partner providers as thoroughly as we do the TNC drivers. Caring Choice is a perfect example of the WAV providers we look for.
A Master Class in Vehicle Maintenance and Purchasing
As any transit agency professional can tell you, fleets require constant maintenance. You can’t just purchase the correct equipment, you have to maintain it too.
Eva is incredibly knowledgeable about the tools of her trade and what is required of a safe wheelchair-accessible vehicle, “we maintain them [WAVs] so I spend somewhere between $120,000 to $150,000 a year to maintain my fleet. I make sure we don’t have any, dings, dents, or scratches.”
When it comes to her fleet Eva has the final say, “Every van that we purchase has been custom-designed by me based on need. We don’t have your standard tie-down runners, we have 33 to 34 inches to accommodate larger chairs and scooters, you can be 6 feet tall and not hit your head on the ceiling, and with the wider base we can do 3 to 4 chairs comfortably.”
Sometimes more is more.
Safety requires a hands-on approach
Eva Quinlan has a hands-on approach to oversight and safety.
She says, “I make sure that if an employee has a 6:45 pickup – I’m up, I’m dressed, and I’m ready to go at 5 o’clock. When my employee gets on the road I’m on the road with them.”
Through the use of state-of-the-art technology, such as in-vehicle cameras and AI, Eva can monitor every aspect of the rider’s safety, from the quality of the wheelchair’s securement to the level of comfort on the rider’s face.
Is Caffeine the Key to a Successful Partnership?
Eva had a few things to say about the partnership between Caring Choice and UZURV.
When asked about whether she’d recommend working with UZURV to other WAV providers. “Yes, it’s fantastic. Working with them, the contract I find to be easy. The billing part is easy.”
Eva also shared what it’s like working with our team.
“So first of all, every person that I’ve encountered, I find to be so pleasurable. They’re always so happy and joyful. I would love to have as much caffeine as they have because you know you always would have a smile.”
We’ve worked hard to make it easy and seamless for top-notch WAV providers like Caring Choice to work with UZURV. Our focus is to get our people, processes, technology, and coffee just right so they can focus on providing a high level of service for the riders.
Acronyms:
WAV – Wheelchair-Accessible Vehicle
NDSP – Non-Dedicated Service Provider
NEMT – Non-emergency Medical Transportation
TNC – Transportation Network Company
Check out part one of our Wheelchair-accessible provider series here:Safe, Reliable, and, Flexible, Tristar
Interested in working with UZURV to provide wheelchair-accessible transportation to riders in your community?
How to Integrate a Fully ADA-Compliant TNC into Your Paratransit Program
You run your ADA Paratransit program, and you know what a delicate thing it is to introduce a completely new service provider into the mix. That’s especially true at the beginning of a partnership, where all the nitty-gritty details must be put into motion with minimal disruption. Transit agency and partner staff at more than 35 programs across the country, all unique in various ways, have taught us a tremendous amount about how to onboard UZURV. The keys to these successful partnerships are having a knowledgeable onboarding team and a belief in being helpful, consistent, and predictable partners for our program partners.
Also, a minor thing, we don’t start earning money until successful trips are completed.
“UZURV has been a collaborative and positive partner with Palm Tran during our endeavor with incorporating Transportation Network Companies into our service options. They have been communicative and open to building a customer-friendly service within our community. Our paratransit riders love the drivers and the on-time service they are providing!”
— Lou Ferri, Senior Manager of Paratransit
Palm Tran
Let’s follow the onboarding Journey from the 1st stop to Ride Start!
Journey Start! — You’ve contracted with UZURV
Hurray! You found the right fit to supplement your ADA paratransit or rider choice program and have contracted with UZURV. So, what happens now?
A Program Tailored to Your Paratransit Needs
You know your paratransit program back-to-front, and we’ve launched UZURV partnerships all across the U.S. including in some of the largest, most complex paratransit systems in the country. This is the stage where we collaborate to mesh our collective experience and build a foundation for success.
Each UZURV partner has its own unique needs and goals, which is why we work with you to create a standard operating procedure (SOP) document. This document is the “source of truth” for the specific program requirements.
Together, we clarify specifics like service area & levels, expected ride start date, trip volumes, fare type & collection methods, driver requirements, and the list goes on, down to things like lost and found policies.
Our established checklist ensures we have crossed all the T’s and dotted all the I’s – and it’s flexible as every program adds a new adaptation.
The extra cherry on top – no implementation fees from UZURV.
Quickly Onboard a Network of FTA-Compliant Drivers That Meet Your Program Standards
UZURV’s mobility platform quickly onboards a network of Federal Transit Administration (FTA) compliant drivers. Drivers must pass rigorous drug & alcohol screening, and criminal & safety background checks before driving. Their vehicles are also subject to an array of screenings and requirements. Most programs also have state, regional, municipal, or program-specific requirements that UZURV adapts onboarding to.
Not only is UZURV’s network of drivers fully FTA-compliant – they also complete a comprehensive training course that ensures that drivers are aware of, and are sensitive to, the needs of people with disabilities and older adults.
And still, no fees from UZURV.
Expect Seamless Integration With Your Mobility Management System.
UZURV fully integrates with most major mobility management platforms, including Trapeze, Spare, and Ecolane. We are also happy to provide the tools and support needed for a self-service document upload.
Regardless of how your transit program dispatches paratransit rides, UZURV adapts to your system to create a seamless process for your team.
With UZURV’s technology integrations, you will have access to:
- Fully integrated dispatching
- Real-time ride status
- Fully transparent data reporting
Before launch, UZURV provides a platform demonstration and accompanying training to ensure transit program staff can effectively utilize their new fleet of UZURV drivers.
And we’re still at no cost to you. There are no integration fees, testing fees, or gated data fees from UZURV.
Ride Start! - Your new TNC Paratransit Option is ready
The day has come – Rides have begun.
To reach this stage:
- Program requirements and parameters have been determined
- Transit staff are prepared to use any API integrations that have been set up
- Ride start capacity has been jointly determined by the transit partner and UZURV
- Trip information for the first batch of rides has been delivered to UZURV
Thus the inaugural trips are dispatched – watch as your operational efficiency, OTP, and customer satisfaction go up.
And costs go down – in some cases over 50% less on average per trip than traditional paratransit service.
Speaking of which, we finally begin billing when we’ve completed trips. With UZURV billing is predictable and transparent.
The Journey Continues!
The journey doesn’t end once we’ve launched. UZURV will continue to optimize our partnership to ensure a seamless transition from launch to ongoing operations.
Through continued monitoring of program feedback, driver capacity, real-time safety, and ride monitoring, UZURV offers exceptional support and rapid problem-solving.
Should you need to scale up or down UZURV can flex the driver network to fit your shifting program needs. And with OTP often above 98% (within 15 minutes of scheduled pick-up times), new flexible networks of drivers, and very happy riders, that shift is often a growth in the UZURV program.
Interested in Finding Out More?
If you are responsible for providing transportation for people with disabilities and older adults and want to learn more about how UZURV works, click here to find out more.
Safe, Reliable, and Flexible — UZURV Partner Tristar Goes Above and Beyond
Our Partnerships Provide Transit Agencies a Flexible Option for ADA Paratransit Riders with Exceptional Individual Service
Wheelchair-accessible vehicle (WAV) service is essential in transportation programs committed to equity. Our transit agency program partners leverage UZURV to improve WAV service for their ADA paratransit ridership in two ways. Indirectly, by assigning trips to UZURV for ambulatory riders that otherwise would be serviced by their directly operated or contracted WAV fleets. And directly, where UZURV is contracted to provide WAV vehicles as a portion of the available trips we provide.
UZURV onboards WAV contract companies in much the same way we do our owner-operator TNC drivers – ensuring a high level of service and full compliance with Federal Transit Administration (FTA), state, local, and other regulatory requirements.
Partnerships Based on a Shared Commitment to Service
Ensuring paratransit riders who need access to wheelchair-accessible vehicles (WAVs) receive the same higher level of service expected of every UZURV ride means having equally high standards for the WAV providers we choose to contract with.
Featured Partner
Tristar Transportation
Safe, Reliable, and Flexible
In Columbus Ohio, UZURV subcontracts with Tristar Transportation, to supply WAV rides in partnership with The Central Ohio Transit Authority’s (COTA) Mainstream On-Demand program. Tristar epitomizes everything UZURV looks for when partnering with WAV providers, especially their commitment to their stated values – safety, reliability, and flexibility.
We spoke to Tristar President and COO, Lauren Payne, about this 3-word mantra and how it guides their values and business practices.
Columbus, OH
Established 1992.
Partnered with UZURV since 2018.
June - August Snapshot:
0 Cancellations
Operations:
10+ operations staff
150+ Drivers
175 Vehicle Fleet
Safety — A Top-to-Bottom Culture
The primary concern of any public transportation system is safety, for employees and riders alike. Our WAV partners are carefully vetted for their safety record and safety culture.
Tristar drivers undergo extensive training that Lauren says “exceeds every state National Safety Council. and contractual requirements…” Tristar then takes safety one step further, “investing in high-tech onboard cameras and GPS vehicle trackers, to ensure we have the best results possible.”
Reliable — Quality over Quantity
Lauren explains that to be a good partner to UZURV and riders Tristar must be reliable, which means, “showing up on time, and actually showing up to complete the ride…and then just providing good solid customer service and an enjoyable ride.”
UZURV looks for WAV providers that allow us and our transit partners to ‘set it and forget it’ knowing that accepted rides will be completed. Lauren describes Tristar as cautious when booking rides, “because we are so adamant about not overbooking ourselves.” Tristar has built its processes to be certain that each ride can be completed with a high on-time percentage.
Flexible — Accommodations Require Consideration
Paratransit services function very differently from traditional public transportation. This is not the world of routes running on set schedules, riders have differing needs that often can’t be addressed with standardized solutions.
This is why it’s incredibly important for a WAV provider to be flexible. For Tristar, Lauren says, “Flexibility is the big one for us. Where we really go above and beyond to cater to the rider. Whether that’s a special vehicle type, a certain type of music, or a radio station, we make sure we provide the most comfortable ride for everybody.”
Most Important — The Shared Mission
UZURV offers transit agencies options to improve WAV service, a common challenge when there are driver or vehicle shortages. We work hard with our WAV providers across the country on important factors like on-time percentages, reliability, safety, and service. But we never lose sight of the positive impact we can have on the lives of the riders.
Lauren shares her thoughts on the shared mission of COTA, UZURV, and Tristar, “if you take a step back, we’re providing a very important service to the community. Especially being able to partner with UZURV and COTA to help the community that relies on subsidized rides from the transit agency to get to medical appointments and personal errands. It feels really good to be able to support that.”
Learn more about how COTA has leveraged UZURV’s FTA-Compliant fleet to provide ADA Paratransit in Columbus, OH here: COTA Case Study
Acronyms:
WAV – Wheelchair-Accessible Vehicle
NDSP – Non-Dedicated Service Provider
NEMT – Non-emergency Medical Transportation
TNC – Transportation Network Company
Interested in working with UZURV to provide wheelchair-accessible transportation to riders in your community?
How UZURV Drivers Assist Riders with Mobility Aids.
All riders deserve mobility independence and personal dignity when using any form of public transportation, including ADA paratransit.
The presence of a mobility aid should never detract from a rider’s ability to receive a level of service that provides both.
This is why UZURV spends so much time and effort guiding our drivers on the best ways to assist passengers using mobility aids.
According to the 2017 National Household Travel Survey conducted by the Federal Highway Administration, more than 57% of people with disabilities use one or more mobility aids, including:
36.7%
Walking Canes
22.9%
Walkers
11.6%
Manual Wheelchairs
3.9%
Motorized Wheelchairs
2.6%
Crutches
1.3%
White Canes for Visual Impairments
1.1%
Guide Dogs
During onboarding, UZURV drivers receive guidance on best practices when assisting a diverse range of people with disabilities. Including those who use these and other types of mobility aids.
UZURV’s Higher Level of Service
Service begins at the door.
UZURV is built as a door-to-door service.
Our drivers are expected to exit the vehicle, meet the rider at the door, and transport them to the door where their trip ends. Our customers appreciate this, and for many the elevated service is safer and easier to use.
Drivers begin by asking, "How can I assist you to the vehicle today?"
Never assume.
By asking, UZURV drivers quickly learn:
- Does the rider actually need assistance?
- What type of assistance does the rider need?
- Does the rider have any personal boundaries for the type of assistance a UZURV driver may wish to provide?
This “ask first” approach builds trust and affirms UZURV’s belief that in most cases, the riders know their needs better than we do.
Personal Boundaries and Etiquette
Drivers seek permission before ever touching a rider or a rider’s mobility aid.
UZURV understands that many riders view mobility aids as extensions of themselves, touching them is no different than touching the rider. Drivers are told never to take control of a rider’s mobility aid.
Patient communication is effective communication.
When speaking with a person using a mobility device, drivers make sure they are eye-to-eye with their rider.
Drivers are expected to speak directly to the rider—not the rider’s PCA or companion, not the rider’s Sign Language interpreter, not a family member, and certainly not the rider’s service animal.
Finally, we remind drivers that when communicating with a customer with a speech impediment, it’s disrespectful to rush the rider or to try and finish their thoughts to make the conversation go faster.
When a Passenger Needs a Wheelchair-Accessible Vehicle
UZURV partners with qualified Wheelchair-Accessible Vehicle Providers with credentialed drivers to provide the higher level of service that many customers who utilize WAVs need to travel in safety and comfort.
Going Above and Beyond
Providing paratransit is more than ensuring safety or accessibility. Here is the step-by-step guidance we give drivers on how to best assist our paratransit riders:
- Ask riders how they wish to be assisted; confirm the plan and provide service in a safe and deliberate manner.
- Open doors for riders.
- Park in a safe location away from cars or other obstacles that could get in the way of a smooth entry or exit from the vehicle.
- Make boarding and exiting safer and easier by leaving room between the vehicle and the curb.
- When possible, park near an accessible curb ramp or wheelchair loading zone.
- Offer assistance with the seatbelt if it appears that the rider may need help.
- Do not get behind the wheel until the rider has boarded, and do not begin the trip until the rider’s seatbelt is fastened.
What Riders are Saying
“Driver K.B. is so kind and pleasant, very punctual, and also assisted with the walker. He was the best!”
– MTA Maryland Rider Catrice G.
“Me and my wife are visually impaired and have service dogs. We went to vote, and the driver assisted us and made sure that we got properly attended to. We appreciate that the driver took care of us”
– COTA Ride K. S.
Can a TNC Meet the Safety and Equity Standards of an ADA Paratransit Program?
For the past six years, transit agency partners and UZURV have worked together to build and evolve a Transportation Network Company specifically built for people with disabilities.
UZURV, the Adaptive TNC, meets the requirements transit agencies build into their ADA Paratransit programs with screenings, service requirements, and fare collection features.
Take a look at the comparison:
| SERVICE REQUIREMENTS | TRADITIONAL ADA SERVICE | UZURV |
|---|---|---|
| Drivers are fully FTA-compliant with drug & alcohol testing (pre-employment, incident, and random) | YES | YES |
| Door-to-Door Service | YES | YES |
| Drivers must pass criminal background checks (pre- and ongoing) | YES | YES |
| Driver’s license monitoring by staff (pre- and ongoing) | YES | YES |
| Drivers pass DOT Physical/Medical | YES | YES |
| Drivers are required to provide rider assistance upon request | YES | YES |
| Wheelchair accessible vehicles | YES | YES |
| Direct integration with transit agency apps | YES | YES |
| Pay fare with a debit/credit card | YES | YES |
| Pay fare with cash (where allowed by law) | YES | YES |
| Pay fare with serialized coupons or paper tickets | YES | YES |
| Immediate reporting to the transit agency of collisions and incidents | YES | YES |
| GPS tracking of pickups and drop-offs | YES | YES |
| Smartphone needed to ride? | NO | NO |
| Credit/debit card needed to ride? | NO | NO |
Agencies across the country are committed to mobility independence for everyone, and that’s especially true with their ADA Paratransit programs. UZURV is designed to match that high level of service and provide riders with more transportation freedom.
Contact us to discuss how UZURV helps solve common challenges in Paratransit.
Service Dogs: Changing Lives for the Better
UZURV chats with service dog training organization, The Seeing Eye®
“As my legs stretched out, and my shoulders went back, and my head went up, and the wind blew in my face, I knew I had my independence….”
— Morris Frank, co-founder of The Seeing Eye, describing the first guided walk with his service dog, Buddy.
UZURV means accessibility for thousands of people. Accessible transportation. Accessible scheduling. Accessible service.
This is doubly-true for our riders who work with service animals.
UZURV Drivers are required by law to provide access to service animals. That means Drivers must allow a service animal in their car when a rider is accompanied by one.
But beyond that, providing access to service animals is the right thing to do.
Why Service Animals?
Service animals provide an important function. They offer disabled riders greater independence and accessibility to work, play, and everyday life. The tasks that service animals perform create a vital link to mobility, safety, and community participation for millions of people.
UZURV spoke with Melissa Allman, Advocacy and Government Relations Specialist for The Seeing Eye in Morristown, NJ. Established in 1929 by Dorothy Harrison Eustis and Morris Frank, who is quoted above, The Seeing Eye is the first service dog training organization in the United States and the oldest one in the world.
“Service animals are important because they perform tasks for people with disabilities,” Allman explained. “Seeing, hearing, walking, thinking – these are major life activities central to what people do. If one of those areas is substantially impaired, that is a disability.”
What tasks do service animals perform?
“My Seeing Eye dog, Luna, is trained to guide me safely around obstacles,” Allman said, referring to her friend and partner, snoring just beneath her desk. “She guides me through environments, over different types of terrain, and she directs me to stop at certain landmarks like crosswalks and curbs.”
Allman added, “Luna is also trained to intelligently disobey me, should I tell her to go forward and something is unsafe.”
A guide dog will intelligently disobey a handler when the handler commands them to perform a task, but the dog deems the task dangerous – such as entering a crosswalk when a vehicle is approaching.
“Luna has saved my life on a number of occasions. People have witnessed it and I’ve experienced it,” Allman said.
Service dogs also perform vital tasks for people with other disabilities
Service animals….
- Alert those who are deaf or hard of hearing to sounds.
- Pull wheelchairs for those with mobility limitations.
- Retrieve objects like phones, keys, and medicine for those who cannot.
- Signal handlers about seizures or the presence of allergens.
- Warn owners about potential danger and act as a protective barrier for those with PTSD.
Service animals perform critical tasks for UZURV riders – as well as many others who work with them to function effectively and independently every day. But even more, service dogs can offer a new way to experience the world.
“When I was using my cane to navigate my environment, independence was possible,” said Allman. “But with a Seeing Eye dog, independence is empowering and has the potential to be really fun.”
What does it take to become a service dog?
Seeing Eye dogs are bred and trained specifically to support those who, like Allman, are blind or visually impaired.
Each dog is rigorously tested and evaluated. They are exposed to everyday stressors such as public places, traffic, and loud noises. They are trained to pull, watch for overhead obstacles, and guide people through restaurants, sidewalks, and crosswalks. And they are taught how to intelligently disobey, as demonstrated by Allman’s dog, Luna.
Not every dog succeeds. But those who do become an invaluable partner to the people who need them.
What is the price tag for a program like this?
Even with volunteer assistance in raising young puppies, the breeding, care, and training for a Seeing Eye dog costs around $75,000 per dog.
However, since 1934, The Seeing Eye has charged students only $150 for their first dog and $50 for subsequent dogs. Veterans and those in the armed forces simply pay $1.
Accessible pricing such as this is made possible through private donations. The Seeing Eye receives no government funding.
What UZURV Drivers should know about service animals
The important work and opportunity that service animals provide is why Federal Law requires them to be allowed everywhere people are – including cars, buses, trains, planes, and all forms of transportation. This law also applies to UZURV Drivers.
“Please, please, don’t underestimate the value of what my dog is doing,” said Allman. “Luna is here because I need her and she is working. Please do not interfere with her.”
Allman went on to offer advice to UZURV Drivers when encountering a service animal.
“It’s very important not to engage with a service dog,” she explained. “Engage with the handler, because engaging with the dog – even to pet or talk to the dog – can distract a service dog from its work.”
“A distraction like that can cause a service dog to jeopardize their handler’s safety,” Allman emphasized.
Want more information?
The Seeing Eye offers an extensive resource page with information about legal rights and requirements for service animals.
They also provide a history of The Seeing Eye organization, as well as stories of how Seeing Eye dogs have changed their owners’ lives for the better.
Note: While other organizations also train service animals, a “Seeing Eye dog” is trained and certified only by The Seeing Eye. Their brand is trademarked.
Adaptable Fare Collection Makes Mobility Independence More Accessible to All
Flexible faring adapts to agency AND rider needs and preferences
Fare collection systems are a core component of building an equitable and accessible public transit system. How do we make sure everyone boarding public paratransit has a means to pay that works for them and accommodates all riders?
As an adaptive TNC, UZURV’s platform provides flexible, configurable faring that mirrors our agency partners’ faring options with the same options they have with their traditional paratransit. When partnering with transit agencies, UZURV adapts to their fare collection requirements. Our technology is built for flexibility so that riders and agency staff have a seamless experience between their traditional paratransit and our network.
With programs across the country, we process the full variety of fare payment types agencies utilize. Agency partners also get full transparency – a secure, accountable, and accessible system for fare collection. Let’s explore the ways UZURV’s platform adapts to the many different faring needs of our partners across the country:
Riders accustomed to fare tickets and ID cards should always be welcome
As The Adaptive TNC, UZURV is completely flexible and integrates the colorful array of fare tickets, and physical rider cards into the UZURV Drive app seamlessly.
For example, the SacRTGO Single use Ride Passes can either be scanned using the driver’s smartphone, or the serial number can be input manually. Drivers in Baltimore and Phoenix can validate physical Rider ID cards for the Rider Choice programs in those regions.
For the unbanked, cash is king
Every day there are new, exciting advances in fare collection, but cash collection is important to many of our programs. With UZURV cash is always an option for our partner programs, and our platform has a straightforward procedure for accepting cash that is convenient for both the rider & driver. The process is auditable and trackable for transit agencies, and the information is available in real-time and through regular reporting.
Retain the ease of digital fares
UZURV technology is configured to suit the needs of the program partner. For example, our partner agency, Maryland Transit Administration’s (MTA) digital Charm Pass is validated through an up-to-date timestamp and an animated background. Drivers are guided on what to look for and how to validate the fare.
Adapting to complexity
Most programs will have more than one way for riders to pay for their ride. For example, for MTA, UZURV seamlessly processes five fare collection methods: cash, ride passes, Maryland State Employee IDs, Charm Pass, and Workshop Passes. All of which are processed by the driver through the same interface. Riders can mix and match as needed.
A platform that does the fare tracking work for you
UZURV’s real-time data capture for each fare prevents fraud, waste, and abuse. Not only does UZURV collect any fare type, but our real-time reporting allows agencies to know exactly who paid what on each trip as it is happening.
Seamless fare integration for transit agencies and riders alike
UZURV is committed to building technology that supports a variety of fare collection systems across both physical and digital ticketing. Our seamless integration of fare collection methods contributes to a consistent customer experience for riders and a reliable and trackable system for our partner agencies.
Do you want to learn more about how to leverage UZURV for your program?
Transit Plays a Critical Role in Employment Equity for People with Disabilities
As Employers "Return to Work" Transportation Needs Threaten Recent Improvements in Employment Rates for People with Disabilities.
Employment rates for people with disabilities are at an all-time high and experts point to remote work as a key factor. As Allison Chase, CEO of Able Trust (a Florida nonprofit working to expand employment opportunities for people with disabilities), put in a recent interview with NBC News, “Once you take it [transportation] out of the equation, a lot of jobs open up.”
But in order to continue this positive trend, and even prevent a backslide as more and more organizations return to the office – the root transportation problem must be addressed. Looking at pre-covid data it’s clear, as Chase puts it, “…basic transportation is one of the biggest barriers many people with disabilities face when looking for work.”
According to the Bureau of Labor Statistics, in 2019 71.3% of people with disabilities aged 16 to 64 who were not employed reported at least one barrier to employment. Transportation was listed as a barrier for over 12% of those working-age respondents.
Thanks to the accessibility innovations and improvements made by transit agencies across the country over the past several decades, many people with disabilities can use conventional public transit (light rail, commuter bus, and train services), but for those who cannot, a robust Paratransit system provides a critical workforce benefit.
But paratransit service (as provided in many communities around the country) is the most costly type of service that most agencies provide. Add in driver shortages and rising demand for service, and many agencies are definitely feeling the pinch. That’s where non-dedicated service providers (NDSPs) like UZURV come into the picture. Put simply, UZURV is helping transit agencies around the country keep the promise of a ride to and from work for people with disabilities.
UZURV a Workforce Equity Solution for People with Disabilities.
UZURV is the Adaptive Transportation Network Company (Adaptive TNC), built from the ground up for people with disabilities and older adults.
Here are key ways transit agencies and riders rely on the Adaptive TNC model for work transportation:
Each Trip To and From Work is Dedicated to That Rider
Getting a ride to and from work is direct for UZURV riders, without shared trips, so the riders’ commutes are as predictable and efficient as possible.
Getting to Work On-Time
It’s no surprise that with a dedicated vehicle, UZURV has very high on-time performance rates.
When travel times can be predicted, on-time performance improves. So it’s no wonder that UZURV has high on-time performance.
UZURV drivers’ on-time performance, across all programs, is over 98% and that’s within a 15-minute window of the scheduled pick-up time. In one of our programs, the agency measures Appointment On-Time Performance (AOTP), meaning being on time for when the trip is supposed to arrive at its scheduled destination. The AOTP has never been anything but 100% in the year and a half we have provided service there.
Working the Door (to Door) Service
The distance to and from a vehicle to the door should not be a barrier to employment. UZURV provides riders with door-to-door service and will provide assistance in and out of the vehicle. While not all people with disabilities want or need this level of assistance, UZURV drivers know to ask “What can I do to assist you to the vehicle today?
Every Day is Bring Your Guide Dog to Work Day
The Americans with Disabilities Act is clear. People with disabilities have the right to be accompanied by their service animals, and places of public accommodation (including transportation providers) are prohibited from denying their access. But for far too many people with disabilities, the reality is different.
UZURV drivers welcome all riders, including those with service animals, and company policy is clear and strictly enforced:
- As part of their company on-boarding, UZURV drivers must agree to transport both riders and their service animals—no ifs, ands, or buts.
- UZURV drivers are instructed on the only two questions they are permitted to ask riders traveling with a service animal:
- Is the animal required because of a disability?; and
- What work or task has the animal been trained to perform?
Failure on the part of a driver to meet these standards results in a permanent suspension. Read the UZURV service animal policy and procedures here: https://uzurv.com/service-animal-policy/
A Flexible Workplace
Leveraging an NDSP can provide transit agencies added flexibility for their riders in ADA Paratransit and Rider Choice programs. Agencies use NDSPs for programs that offer same-day booking and for expanded service areas beyond what is required by the ADA. Increase options for paratransit riders, delivering, accessible, reliable, and on-time transportation to and from work. With UZURV, these expanded services in a Rider Choice program are provided with fully FTA-compliant drivers and door-to-door service.
What do paratransit commuters have to say?
“This company has been very helpful in getting my daughter who is visually impaired, to and from work and with doctors appointments. They provide Excellent service. Thank you UZURV!”
– Greater Richmond Transit Corporation Rider
“I live in the south Chicago suburbs and I am a fully blind rider. I recently had a trip with [UZURV’s] service for the first time on Thursday, and it was a great experience. Getting to work on time is very important and I want to make sure that I have that option.”
– PACE Suburban Bus Rider
“UZURV has done a good job at telling the drivers what time I need to be picked up. The drivers have been reliable and friendly. They have been able to get me where I need to go and been able to get me to work on time.”
– Chesterfield, Va Access on Demand Rider