When Central Ohio Transit Authority (COTA) set a date to launch its new paratransit technology, the team knew what was at stake. COTA delivers around 1,000 ADA paratransit trips each day across the Columbus region. Riders depend on that service to get to work, medical appointments, grocery stores, and family visits. 

COTA wasn’t replacing a failing system. Their previous platform was running smoothly. But leadership recognized it was limiting what they could offer next. They wanted to introduce a Rider App and prepare for future integrations with partners. The goal wasn’t just to maintain service, it was to expand what riders could access and position the agency for future growth.

The implementation moved forward with clear alignment across operations, IT, and customer experience teams. By launch day, staff were trained, workflows were configured, and expectations were clear.

What no one planned for was several inches of snow overnight, with more falling throughout the morning.

By the time the first vehicles pulled out of the yard, roads were slick and schedules were tight. It was the kind of morning that tests more than software. It tests preparation and trust across the entire operation.

The good news? Spare’s technology worked right away for drivers, dispatchers, and riders.

A region that doesn’t slow down

Central Ohio is growing quickly. New housing stretches farther into the suburbs, and medical centers and job hubs draw trips across city lines. Demand for paratransit continues to rise, and expectations are higher than ever.

COTA needed a platform that could support that growth without adding complexity for staff or confusion for riders. They wanted clearer operational visibility, stronger dispatch tools, and a booking experience that felt dependable and modern.

“The implementation of Spare represents an important step forward in modernizing our mobility services. By leveraging advanced technology and real-time data, we are better equipped to deliver reliable, responsive service for the customers who depend on us every day.”
- Amy Hockman, Deputy Chief Operating Officer, COTA

From day one, COTA’s teams worked closely with Spare to configure the system to match how they actually operate, and train staff thoroughly. That focus on real-world operations paid off on launch day.

Snow on the ground, confidence in the routes

When drivers signed into their tablets that first morning, they saw accurate navigation, and real-time updates. No scrambling, no guesswork about trip changes.

Dispatchers had live visibility into vehicles on the road, even as conditions shifted. Trips were automatically adjusted, and they could monitor on-time performance without juggling multiple systems.

For riders, the experience felt steady. Trips were confirmed. Pickup windows were clear. Notifications went out as expected. Even with snow slowing traffic, riders knew what was happening.

That matters. When a rider is waiting in cold weather, clarity reduces stress. When a driver is navigating slick roads, Spare’s Driver App keeps their focus where it belongs. When dispatch can see the full picture, they can make informed decisions quickly.

Launch days often reveal small cracks, but this one showed alignment.
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Built for the people who use it every day

One reason the transition felt smooth is that COTA invested early in its frontline teams. Drivers trained on the tablets ahead of time. Dispatchers practiced common scenarios and edge cases. Customer service representatives walked through booking flows and rider questions.

The system wasn’t presented as just a tech upgrade. It was framed as a tool to make daily work easier.

Drivers appreciated having trip details, navigation, and rider notes in one place. Dispatchers gained the ability to manage exceptions while still seeing the full schedule. Supervisors could track performance without waiting for end-of-day reports.

When staff feel comfortable with the tools, riders feel it too.

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Clear communication with riders

COTA also prepared riders well in advance. Outreach explained what would change and what would stay the same. Riders learned how to book trips online if they chose to, how to check pickup times, and who to call with questions.

Not everyone wants to use an app, and COTA respected that. Phone booking remains available, powered by the same system behind the scenes. Whether a rider books online or by phone, the trip flows through one platform.

That consistency reduces errors and creates a shared source of truth.

On launch week, riders experienced reliable pickups and clear communication, even with winter weather in the mix. That builds confidence quickly.
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Data that supports better decisions

Beyond the first week, COTA has access to real-time and historical data that supports smarter service planning. They can see demand trends by day and time. They can measure on-time performance with precision. And, they can identify where additional resources could improve service.

This isn’t about dashboards for their own sake. It’s about giving leaders the information they need to respond to growth in a fast-changing region.

If demand increases in a new neighborhood, planners can spot it early. If a corridor consistently experiences delays, operations can investigate and adjust.

Better visibility supports better service.
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A launch that reflects preparation

It’s easy to focus on features when talking about technology. What stands out in Columbus is the preparation behind the scenes.

COTA aligned leadership and frontline teams around clear goals. They invested time in testing and configuration. They treated training as essential, and communicated with their team ahead of time. 

So when the snow fell the night before launch, the team didn’t panic. They relied on the systems and processes in place. Drivers logged in and got to work. Dispatch monitored the morning pull-out with full visibility. Riders received their trips as planned.

Technology alone doesn’t create that outcome, but partnership does.

Looking ahead

Central Ohio will keep growing. Travel patterns will shift. The weather will surprise us again. COTA now has a platform that can adapt alongside those changes.

The agency is already exploring next steps, including eligibility management and additional services to further their growth. The foundation is in place.

For agencies watching from the sidelines, this launch offers a clear lesson: the real test of a system isn’t a polished demo. It’s a snowy morning when everyone needs it to work.

COTA met that test head-on, and we’re proud to support the riders who count on them every day.