This article described the experience of the paratransit transportation broker Outreach program after implementation of several ITS improvements in San Jose, California. Improvements included a digital geographic database, an Automatic Vehicle Location system on a portion of the vehicles under contract to Outreach, and an automatic scheduling and routing system. Outreach benefited from increased ridership, better on-time performance, and a $500,000 reduction in operating costs during the first year of system operations.
A paratransit driver interviewed in the article indicated satisfaction with the system. In particular, she cited its usefulness in settling driver-passenger disputes concerning on-time performance, and added the AVL system can keep in contact the main control center for added security.