Suffolk Bus Corporation Transforms Paratransit Operations Across 900 Square Miles

In Suffolk County, New York — a sprawling and diverse community just outside of New York City — Suffolk Bus Corporation (SBC) is taking bold steps to modernize its paratransit services. With over 2,500 daily rides across 900 square miles, the agency recently transitioned from a legacy system to Via’s cutting-edge software, enabling significant operational improvements and better service for riders who rely on these essential trips.

Technology Meets Human-Centered Transit

Suffolk Bus Corporation’s decision to adopt Via’s platform wasn’t just about upgrading technology; it was about fundamentally rethinking how paratransit services operate. For John Corrado, Vice President at Suffolk Transportation, the impact has been transformational.

“Since we started using Via, the machine learning that this system offers us has really helped out our routers,” Corrado explained. “The people that are relying on paratransit are people that are disabled, and they’re relying on this transportation to get to medical appointments like dialysis, to see family and friends because they can’t drive a car themselves, or to get to work. Improving on-time performance and creating more reliable service has really been impactful to our riders.”

Via’s advanced algorithms allow the agency to optimize routes dynamically, a feature that has improved efficiency while reducing manual inputs for staff.

Before the transition, much of SBC’s work relied on outdated processes. Drivers often began their shifts with paper manifests, creating inefficiencies and communication challenges. Via’s system has not only streamlined operations but also enabled real-time communication with drivers, freeing up time for staff to focus on what truly matters: providing the best possible service to riders in need. From a dispatcher perspective, the difference on day one was palpable.

“Every little thing that we did, we had to communicate to the drivers, and that took up a lot of time,” said Angelica Valle, a dispatcher at SBC. “With Via, now we’re realizing how much time that really took up.”

Measurable Improvements for Riders and Dispatchers

For Suffolk Bus Corporation, the benefits of modernizing its system are clear when viewing basic operational metrics, in addition to how riders experience the service. Via’s platform offers automated notifications, letting riders know the status of their trips the night before, 15 minutes before pickup, and upon the bus’s arrival. This has drastically reduced call volumes while improving rider satisfaction.

“It made a tremendous difference on the routing,” said Rose Bedell, Director of Paratransit Operations, emphasizing the far-reaching impact of these changes. “I think we are able to service more people, and the drivers are extremely happy with it. I have to say they are.”

The results back up these sentiments. In just weeks following the launch, SBC has seen a 50% reduction in customer complaints, a 35% decrease in no-shows, and a 5% improvement in on-time performance. That’s in addition to a 27% decrease in onboard time, even with a 6% increase in trip volume.

A New Era for Suffolk’s Paratransit

With a focus on efficiency and rider-first service, SBC is setting a new standard for paratransit operations. The transition to Via’s platform has not only improved logistics but also reaffirmed the agency’s commitment to its riders.

“We’ve taken a huge step forward in how we think about paratransit,” John Corrado concluded. “This system has helped us improve in ways we didn’t think were possible before.”

For Suffolk County, the combination of innovative technology and a people-centered approach has laid the foundation for a more reliable, efficient, and inclusive transit future.

Via Transportation

https://ridewithvia.com