PSTA’s integrated approach to on-demand and paratransit services

Overview

Pinellas Suncoast Transit Authority (PSTA) partnered with Spare to transform how they deliver paratransit and on-demand services in Florida’s Tampa Bay region. By unifying six third-party fleets on one platform, PSTA:

• Achieved 97% on-time performance
• Earned 96% rider satisfaction
• Streamlined digital eligibility and rider communication

With a centralized platform and rider-first approach, PSTA is setting a new standard for equitable, tech-enabled public transit.

The challenge: Fragmented services and growing demand

PSTA serves a wide range of rider needs, including:

• ADA paratransit (ACCESS Program)
• Transportation Disadvantaged (TD) program
• Same-day on-demand trips (MOD Program)
• Seniors and riders with disabilities

To meet growing demand, PSTA needed a solution that could scale service without increasing costs—and improve the experience for both riders and staff.

From a spider web of systems to one singular platform

Before Spare, PSTA was managing a web of disconnected programs, providers, and tools across paratransit and on-demand services. Each rider group, from ADA paratransit to the Transportation Disadvantaged program, had its own siloed setup—making it difficult for staff to coordinate trips and for riders to get consistent service.

By moving to a single platform powered by Spare, PSTA unified six different fleets under one roof. This shift simplified operations, improved visibility, and laid the groundwork for more responsive, equitable service.

The solution: Centralized operations, digital tools, and flexible fleets

In 2021, PSTA became the first U.S. transit agency to integrate six fleets—including both dedicated and non-dedicated providers—on a single platform.

Spare's platform enabled:

• Centralized scheduling and dispatch → Real-time trip allocation, better visibility, and fewer silos
• Open Fleets → Expanded capacity without bringing more vehicles in-house
• Digital rider tools → Accessible web/mobile apps for booking and trip management
• Self-serve eligibility → End-to-end digital workflow for faster, more accurate onboarding‍
• Inclusive communications → Text, email, and real-time updates for all rider types

Something that surprised us with Spare, was seeing the level of development with the eligibility component - it’s different from a check a box application, its much more user centric design, we built out our eligibility system through customizations with Spare in a way that fit our needs - we have a lot of confidence and reliability in our system”. – Ross Silvers, ADA Compliance & Community Officer

The results: Better experience, better outcomes

PSTA’s integration with Spare has delivered tangible improvements:

• 96% rider satisfaction
• 120 peak vehicles in service, through the use of Open Fleets
• 1900 trips per day across six fleets
• 1.2M+ total trips powered through Spare
• 36% of active riders using digital payment
• 18% increase in Rider App usage (2024–2025)
• 420+ new or renewed eligibility applications processed monthly
  
  

Making fare innovation sustainable and equitable

• Sustainable without cutting hours
• Promoted equity by capping initial trip rates
• Was introduced with mass rider communications and public feedback sessions—powered by Spare

By customizing fares and engaging the community, PSTA proved that operational innovation and rider fairness can go hand in hand.

A model for equitable, modern mobility

PSTA’s journey shows what’s possible when transit agencies embrace centralized tools and inclusive design:

• A flexible, scalable model for demand-responsive service
• Real-time operations that empower staff and reduce costs
• A better experience for every rider, especially those with the greatest needs

“I’ve recommended the PSTA Access App to four or five of my friends. They’ve started using it too and absolutely love it. It’s like night and day. They were all surprised I hadn't told them about it sooner.” - Kim Rankine, Paratransit Advocate and PSTA Access Rider

With Spare as its digital backbone, PSTA continues to deliver on its mission: “To be the people’s first choice for transportation and a driving force for vitality in the community through innovation and partnership”. - Ross Silvers, ADA Compliance & Community Officer

Want to see how a unified platform can simplify your paratransit or on-demand service?

Talk to our team to explore what’s possible with Spare.

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