Roderick B., a UZURV rider, is seated on a metal bench with a cane in his hands.

“It’s a game changer… As far as I’m concerned, they’ve hit it out of the park with this program.”

-Roderyck B., UZURV Rider

Home runs are tough to come by for agencies looking to improve the rider experience in the paratransit space. Innovative agencies that have “hit it out of the park” with riders like Roderyck, have scouted out and fielded new solutions that improve paratransit for their customers.

In this second installment of our four-part “What is UZURV?” series, we take a look at the challenges transit agencies face with rider service – and how, with UZURV on the roster, they have been “game changers” for paratransit.

Innovative Agencies Look to Solve The Paratransit Riders’ Three Strikes

The Paratransit Riders’ Three Strikes

Strike 1: Service must often be booked well in advance

Strike 2: Shared Rides

Strike 3: Vehicle Mismatches

Paratransit providers want to provide the best service they can to the communities they serve. Every partner we work with actively pursues solutions to overcome the “three strikes” paratransit riders voice when asked about their experiences:

  • Strike 1 – Service must often be booked well in advance. – Typically customers must request their trips at least a day in advance. There may be limited opportunities for same-day service, but in general, customers cannot get a same-day trip: no early departure from work, no last-minute trip to the store for that forgotten gallon of milk, no unplanned burger cravings allowed.
  • Strike 2 – Shared rides and extended times in vehicles – Because paratransit is often provided with multi-passenger vans that serve more than one trip at a time, customers are generally required to accept a pick-up time that may be as much as one hour before or after the pick-up time they have requested. Then, once a pick-up time is scheduled, the customer is usually required to be ready and waiting for the vehicle to arrive anywhere within a window of time that could be as long as thirty or forty minutes. Once on board, the customer may share their ride with other customers traveling in the same general direction, or they may ride alone, meaning that the same trip to work or school could be quick today and slow tomorrow. The result is that customers must be able and willing to travel on the provider’s schedule, must spend time waiting for a vehicle when they could be doing other more productive tasks, and they must plan for a trip that might be very short or very long, meaning that the customer might arrive early or very late.

Bottom line: a paratransit rider is often asked to meet the needs of the service rather than the service adapting to meet the needs of the customer.

  • Strike 3 – Often vehicles don’t meet the needs of all riders. – Although paratransit systems usually operate fleets of lift or ramp-equipped vans and minivans, only about 20% of passengers need wheelchair-accessible vehicles. As a result, about 80% of riders receive service in vehicles that are not specifically designed for them. Some of these riders live on narrow streets that would be better served by smaller vehicles. Other riders may have difficulty entering and exiting larger vehicles that require the use of steps, a lift, or a ramp. Still other riders may find larger vans less comfortable than smaller sedans or minivans which have been specifically designed with passenger comfort in mind.


UZURV Agencies are Power Hitters!

With UZURV on their team agencies don’t have to sacrifice to advance their paratransit. Here’s how that works:

  • UZURV vehicles meet company and contractual requirements, and our drivers are fully vetted, credentialed and trained. Drivers undergo a rigorous national background check, are subject to federally mandated substance abuse testing, and are specifically trained regarding the proper methods for providing appropriate service for older adults and people with disabilities. As a result, riders can expect safe, comfortable, and courteous service every time.

“Every single driver I’ve had with UZURV has gone the extra mile to make sure I’m comfortable and taken care of.” 

– Keith S., UZURV Rider

“They’re not treating you like a number. They’re treating me like an individual, not like an old lady. It’s the best program in the world.”

– Shirley B., UZURV Rider

UZURV rider Shirley B. is interviewed outside. She wears sunglasses and is seated in front of playground equipment.
  • UZURV is built around and integrates with partner agencies to improve ease of use and accessibility: While every system is different – right now riders can book, pay for, cancel and check on trips by phone – and in the coming months through our Apple and Android compatible mobile app. Our call center is available during all partner agency service hours, and our websites and mobile apps are designed to be fully accessible for people using screen readers, screen magnification, and other types of assistive technology. UZURV’s call center is also able to serve customers speaking English or Spanish as well as those using Text Devices for the Deaf (TTD_).


  • UZURV provides flexibility. Although UZURV trips can be scheduled in advance, they can also be requested in as little as one hour before travel – and our rideshare trips are all single rider. This means that riders can either plan ahead or take last-minute trips when they need to. Furthermore, because trips are not shared, travel times are shorter and more predictable. UZURV riders can spend less time planning, less time riding, and more time doing everything else that matters. 


  • UZURV is committed to safety. Everything UZURV does, from our commitment to use only qualified, well-trained and drug-tested drivers, to our industry-leading vehicle standards, to our call center which is always available, is done to ensure the safety of drivers and passengers. And it shows. UZURV has an enviable safety record of only 0.38 preventable accidents per 100,000 miles operated. And since the onset of the COVID-19 pandemic in March of 2020, none of our clients have reported a single instance of a service-related virus transmission.

“Gail arrived absolutely on time and it was a great trip to the hospital. She was so kind and so friendly and a very safe driver. I thank you so much for your wonderful driver.”

-Norman N., UZURV Rider

So what is the scorecard for paratransit agencies leveraging UZURV? A 98.4% on-time rate, a rider Net Promoter Score® of 92 (that’s considered “world class”) – and all for a savings per-trip (up to 53%) for agencies. Those are home runs for riders any paratransit community can support. 

We love to talk about game-changing ideas for paratransit riders – especially if you are a transit agency that wants to knock it outta the park for your paratransit riders. If you are game, reach out to us here:

But what about the drivers? … UZURV is creating communities of compassionate and well-compensated drivers, and we are excited to share that chapter of the “What is UZURV?” story next.