Expanding Mobility through Innovation and Community Partnerships

JESSICA MEFFORD-MILLER
CEO
Valley Metro
Phoenix, AZ

As transportation professionals in an industry where change is as constant as transit’s spinning wheels, we have a unified vision: making public transit more accessible and effective.

To meet this goal, we must change how we think about our customers, putting ourselves in their seats. Valley Metro is orchestrating a system-wide evolution of service delivery and system design that will help meet the needs of our customers today, and tomorrow.

Transportation Solutions for An Accessible Future

In an effort to enhance mobility for differently abled individuals, a groundbreaking rider choice program, RideChoice, is assembling resources across our communities to provide seamless, around-the-clock transportation. This initiative integrates more than 13 transportation providers—including rideshare companies, taxi services, and non-emergency medical transport—offering flexible, on-demand mobility without the need for advance reservations. With demand soaring, the program is on track to deliver nearly 400,000 trips this fiscal year, reflecting an impressive 45 percent growth over the past 12 months.

One-Stop Shop for Demand-Response Services

A major milestone in transportation innovation is the completion of Phase 1 of a new centralized system for managing all demand-response services. This comprehensive platform will unify ADA complementary paratransit, RideChoice, deviated fixed-route services, and microtransit under a single access point. Ultimately, residents across the metro Phoenix region will have a streamlined experience, with one phone number, website, or mobile app to book the most suitable transportation option for their needs.

Bringing ADA Eligibility Assessments to the Community

For years, individuals applying for ADA complementary paratransit services have had to travel to a centralized eligibility center for functional assessments—often spending an entire day commuting back and forth. To make the process more convenient and accessible, Valley Metro has been piloting mobile assessments, partnering with local cities and towns to conduct evaluations in community facilities. This customer-centric approach has significantly improved satisfaction by reducing travel burdens and expediting service eligibility.

Breaking Down Silos with a Multi-Modal Approach

Another transformative step is the procurement of a single multi-modal provider to serve Phoenix’s large and growing West Valley region. This operator will integrate multiple transit modes, including fixed-route bus services, commuter express routes, ADA complementary paratransit, rural deviated routes, and microtransit. By consolidating services under one provider, the region aims to enhance efficiency, improve coordination, and create a more seamless transit experience for riders.

These forward-thinking initiatives are redefining mobility across metro Phoenix, fostering a more inclusive and accessible transportation network for all. With continued investment in innovation and collaboration, I am happy to share that the region is setting a new standard for equitable and efficient transit solutions.