Simplified: Thousands of Sioux Fallsians have used on-demand public transit in the first few months, but the new system – which also includes new fixed bus routes – is facing some criticism from paratransit riders.

Why it matters

  • Via, the company that took over the contract for public transit with the city at the start of this year, presented an update on Sioux Area Metro (SAM) to the city's Public Transit Advisory Board on Monday. The update comes in the weeks after SAM launched citywide on-demand transit and new fixed bus routes.
  • About half a dozen paratransit riders attended Monday's meeting to express concerns they have about on-demand transit, including specific examples of not being able to find a ride when they need one.
"We've heard from a few voices where it seems to be consistently the same groups that are being left out," board member Bailey Abbott said.
  • But Via General Manager Emily Shapiro said the company hears concerns from riders and is actively working to improve both paratransit and SAM On-Demand. The company will add six drivers and four vehicles by early November.

Tell me more about paratransit

Via launched citywide on-demand transit mid-August, and since then, the company has completed more than 13,500 on-demand trips as well as more than 10,600 paratransit trips.

  • Paratransit serves folks who are eligible through the Americans with Disabilities Act (ADA).

Though paratransit is technically a separate service than on-demand busing, some paratransit users are opting to try the on-demand service – which, while less expensive, is also less reliable than calling to book a scheduled paratransit ride.

  • And under the new on-demand busing, paratransit riders are served by the same vehicles as on-demand riders.

With the switch to on-demand, paratransit riders saw an immediate dip in the percentage of on time rides. The OTP (on-time performance) rate dipped to 90% in the first couple of weeks – a dip Shapiro explained was due to high initial demand because rides were free for a short period of time.

  • Since the fares have been reinstated, the OTP rate is up to 95%, with goals to see it get even higher.
  • Additionally, the company is adding more drivers and vehicles to its fleet, and Shapiro said they'll experiment with "co-mingling" paratransit riders with on-demand riders to increase efficiency.

It's also worth noting, as Shapiro told board members, that on-demand transit does not mean there will always be a ride available. Paratransit riders can call and schedule qualifying rides, but if they're booking on-demand using the app, they're in the same queue as everyone else trying to find a ride at any given time.

"We can't guarantee 100% availability based on budgetary constraints," Shapiro said.

What happens next?

Via will continue to monitor ridership of on-demand, paratransit and fixed route buses (which are also accessible for paratransit riders).

  • The Public Transit Advisory Board will meet again in November to hear more updates on this data, as well as any changes that Via is considering to fixed routes, on-demand availability and more.