CapMetro improves paratransit reliability and efficiency with Spare
Spare recognizes the importance of partnering with and listening to transit professionals to make improvements and to develop new features and enhancements. In Austin, they have met with drivers, dispatchers, customers, schedulers, and management and we are seeing excellent results.
The impact of co-creation on CapMetro’s paratransit operations
CapMetro needed greater visibility into daily paratransit operations to reduce service disruptions and improve reliability. By co-designing tools like the Watch List with Spare, the agency gained real-time oversight, stronger compliance, and measurable improvements in service delivery.
At a glance: CapMetro’s first year with Spare
- 95% on-time performance in July 2025, up from 92% before Watch List
- 25.9% fewer unscheduled driver stops (April → May 2025)
- 68.6% shorter stop durations
- Digital adoption grew from 0 to 12.6% of non-recurring trips through Rider App, Rider Web, and AI Voice
- One of the largest automated ADA paratransit systems in North America
Challenge: Improving service reliability and visibility in paratransit operations
CapMetro’s MetroAccess program serves thousands of riders each day. But under its previous system, the agency faced challenges that limited efficiency and rider experience:
- Limited visibility into live operations and driver practices
- No easy way to flag unscheduled driver stops or late pullouts
- Growing demand for paratransit trips with finite resources
- Lack of digital booking tools for riders, increasing call center strain
CapMetro needed a modern, flexible system that could both handle its scale and adapt to real-world operational needs.
Solution: Co-creating tools with Spare to improve efficiency
CapMetro partnered with Spare to not only migrate MetroAccess operations, but to co-create solutions that matched the agency’s workflows.
- Eligibility workflows designed around CapMetro’s process → Spare Eligibility was built to reflect how CapMetro certifies riders, reducing manual work and errors.
- Hackathons to drive innovation → Joint workshops produced new features like the Watch List, giving dispatchers real-time visibility into driver behavior.
- AI-powered optimization and dynamic vehicle dispatching → Trips are continuously reshuffled for better fleet utilization and fewer disruptions.
- Operator training and compliance → Staff and drivers were supported through migration, ensuring consistent adoption of new practices.
“Here at CapMetro, we are extremely pleased with the positive, collaborative approach Spare is taking to continuously improve its dynamic scheduling and dispatching system. Spare recognizes the importance of partnering with and listening to transit professionals to make improvements and to develop new features and enhancements. In Austin, they have met with drivers, dispatchers, customers, schedulers, and management and we are seeing excellent results.” —Art Jackson, Vice President of Demand Response CapMetro
Results: Improved on-time performance, visibility, and digital adoption
On-time performance (OTP)
- OTP has averaged ~93% since migrating to Spare, higher than under the previous system.
- After the Watch List rollout in July 2025, OTP climbed to 95%, showing the direct impact of real-time monitoring.
Driver behavior and visibility
The Watch List feature highlights operational irregularities—such as unscheduled stops or late pullouts—so dispatchers can intervene quickly.
- Unscheduled driver stops reduced 25.9% (April → May 2025)
- Average stop duration decreased 68.6%
- New “duty delays” reporting provides historic data for better oversight
Rider access and staff efficiency
- Digital bookings for non-recurring trips grew from 0% → 12.6% across Rider App, Rider Web, and AI Voice.
- Increased digital adoption reduced call center strain and freed staff capacity.
CapMetro sets a new standard for paratransit modernization
CapMetro now operates one of the largest automated ADA paratransit systems in North America. By co-creating tools with Spare, the agency has set a new benchmark for how transit agencies and technology partners can work together.
The results speak for themselves: more reliable trips, stronger operational oversight, and greater convenience for riders. And the features born from this collaboration—like the Watch List—are now shaping best practices for paratransit agencies across the continent.
Want to see how co-creation can improve reliability and efficiency in your paratransit service?
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