Winnipeg Transit Plus boosts on-time performance to 96% with Spare
Our customers only had one channel to reach us, and that was through our contact center. With challenges in recruitment and retention at the time, our increased call demand and poor software support at peak times were ranging around the two-hour wait time. It really impacted customer experience, team morale, and even drew media attention.
Winnipeg Transit Plus improves paratransit reliability and rider experience with Spare
Before Spare, Winnipeg Transit Plus was under pressure. On-time performance sat well below industry standards, trip denials were common, and riders often waited up to two hours just to book a trip.
As Teresa Platt, Manager of Client Services, recalled:
“Our customers only had one channel to reach us, and that was through our contact center. With challenges in recruitment and retention at the time, our increased call demand and poor software support at peak times were ranging around the two-hour wait time. It really impacted customer experience, team morale, and even drew media attention.”
For staff, every disruption meant tedious manual fixes. Cody Dzik, Operations Supervisor, explained:
“What was a process that could take one of our dispatchers 30 to 45 minutes is now a process that takes a couple minutes on the Spare platform.”
By moving to Spare, Winnipeg automated scheduling, introduced rider self-service booking through the app, web, and IVR, and gave both staff and riders the visibility they needed. The result was a revitalized service that rebuilt trust with the community and delivered immediate performance improvements.
At a glance: Winnipeg Transit Plus with Spare
- 96.5%+ on-time performance, up from ~ 80% range before switching to Spare
- Trip denials nearly eliminated—as few as 3 in five months
- 10% more trips supported annually, as riders returned to a more reliable service ( an estimated* ~$1.2M in annual value)
- 78% reduction in average wait time for contact center
- 45% reduction in abandoned calls for the contact center
- 100% reduction in overflow WAV trips, saving an estimated* ~$150K annually
- Up to 25% of Transit+ non-subscription trips booked via self-service, reducing contact center load by an estimated* ~$300K annually; 93% of On-Request (Winnipeg’s microtransit service) trips booked via app
Looking to cut costs while boosting on-time performance? See how agencies like Winnipeg deliver reliable service and reduce costs with Spare. Request a demo
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Challenge: Long booking waits, trip denials, and unreliable paratransit service
Winnipeg’s paratransit system had fallen behind rider expectations. Service was inconsistent, riders faced two-hour waits to book trips, and denials—particularly for wheelchair-accessible vehicles—were frequent.
Teresa shared the reality:
“Our on-time performance was below industry standard, our trip denials were a significant issue, and our customers at the time only had one channel to reach us. It really placed a burden on our team and made it difficult to deliver the accessibility features and flexibility we had promised.”
- Teresa Platt, Manager of Client Services
These challenges weren’t just operational—they were eroding rider trust, staff morale, and even drawing negative media attention.
Solution: How Spare’s platform modernized Winnipeg’s paratransit operations
Spare gave Winnipeg the tools to modernize its service from the ground up:
- Spare Engine optimized routes in real time, eliminating the need for manual dispatcher intervention
- Spare Rider app, web, and IVR booking gave riders flexibility and reduced pressure on the call center
- Merged 7 contracted providers into one platform, streamlining booking and scheduling across the network
- Notifications and tracking improved rider confidence with ETAs and service alerts
- Data dashboards supported smarter service planning and compliance with the Accessibility for Manitobans Act
For staff, the difference was immediate. Cody Dzik, Operations Supervisor, explained:
“What was a process that could potentially take one of our dispatchers 30 to 45 minutes is now a process that takes a couple minutes on the Spare platform. We used to need manual intervention at every step—inefficient routing and reassignments consumed our time. Now trips can move between vehicles in minutes, not half an hour. That change alone has been huge.”
Results: Higher on-time performance, ridership growth, and cost savings
The improvements were visible almost overnight:
- On-time performance rose from the 80% range to above 96.5%
- Trip denials dropped to nearly zero—sometimes as few as three in five months
- Productivity consistently above goals, with PPVH averaging 1.45–1.5 vs. target of 1.4 (peaking at 1.53 in winter)
- 100% reduction in overflow WAV trips, saving an estimated* ~$150K annually
- Contact center relief—agents reported stretches of an hour without a single call
- Driver efficiency improved, saving ~$150K annually by reducing daily mileage by an estimated* 150 km
Cody reflected on the scale of the change:
“Overnight we effectively eliminated the need for overflow providers. At one point we were sending 200 to 700 trips per month to overflow. Now we accommodate virtually every trip, OTP is 96% or higher, and most days we have no denials at all.”
- Cody Dzik, Operations Supervisor
What’s next: Same-day paratransit and data-driven service planning in Winnipeg
With a stronger foundation in place, Winnipeg is looking ahead to enhanced eligibility, same-day paratransit, and deeper integration between microtransit and paratransit. Data from Spare is already shaping Winnipeg’s Transit Master Plan and guiding compliance with new accessibility standards.
As Teresa emphasized:
“This isn’t a one-off change. Spare gave us the foundation to rebuild rider trust and keep improving service year after year.”
- Teresa Platt, Manager of Client Services
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See how Spare helps agencies modernize paratransit and deliver reliable service
Winnipeg Transit Plus shows how modern technology can transform strained paratransit operations into rider-first services. With Spare’s platform, agencies can cut costs, improve reliability, and create more inclusive mobility—without overhauling their entire system.
Ready to see how Winnipeg improved reliability and rider trust?
Request a demo or explore other case studies to learn how Spare helps agencies boost on-time performance, cut costs, and deliver more accessible transit.
*Estimates calculated by Spare using City of Winnipeg trip data.