Strengthening First- and Last-Mile Access Across Los Angeles

Paratransit agencies are improving service quality while reducing call center strain by adopting self-serve booking tools like mobile apps, web portals, and automated phone systems. When paired with strong outreach, onboarding, and hands-on training, these digital options give riders more flexibility and independence while lowering costs, reducing errors, and easing staff workload. Agencies that treat self-serve adoption as an ongoing program, not a one-time technology launch, are seeing higher usage, fewer no-shows, and more scalable operations.