One-Call/One-Click Transportation Access

At their simplest, one-call or one-click services enable customers to make one phone call or search one website to receive information about all transportation services available in the community. As one-call or one-click services become more advanced, they allow customers to schedule, receive confirmation of, and pay for rides. Transportation providers can interact with the database supporting a one-call or one-click service to schedule customer trips, communicate with customers, and even receive payment for trips.

One-Call/One-Click Transportation Services Toolkit

The One-Call/One-Click Transportation Services Toolkit provides information for communities interested in working together-whether locally, regionally or statewide-to develop a one-call or one-click service for transportation. Communities can choose to start small, follow one of a number of different models, and develop technologically and functionally from information and referral to reservations, dispatching, and more. The Toolkit will empower communities to select the right fit for their own circumstances.

The Toolkit includes these on-line tools:

  • Guide for beginning one call-one click transportation services
  • Tool to help your community determine where it is on a continuum of services leading to a one-call or one-click service
  • Results from a survey of existing one-call services
  • Advice from the one-call services field
  • Local profiles and videos
  • Factsheets, including a chart to help you determine where your community is on developing one-call or one-click services, a glossary, and links to more information.
  • A guide to financing the operation of transportation one call–one click services

The toolkit was created with funding from the Office of Disability Employment Policy, U.S. Department of Labor, through a cooperative agreement between the Community Transportation Association of America and the Federal Transit Administration. TransitPlus was instrumental in developing the toolkit.

Resources

Data Interoperability for Mobility Management Technology (TransITech Conference, 2013). Videos (Part 1 and Part 2) of a panel discussion on sharing rider data across one call–one click partnerships. .

Standardizing Data for Mobility Management (Transit Cooperative Research Program, 2013). Reports on research to identify opportunities for the standardization of data relevant to mobility management systems, focusing on realistically achievable objectives that can be attained in the near-term, including possible specifications, and which can also contribute to more ambitious outcomes over a longer time frame. View the video introduction to the project.

Transit, Call Centers, and 511: A Guide for Decision Makers.  Explores the operational characteristics of 511 telephone traveler information systems and examines how 511 systems interact with transit system call centers. (Transit Cooperative Research Program, Report No. 134, 2009).

National 2-1-1 Information and Referral. 2-1-1 is a national network of one-call centers that connect people with information on important community services.

Veterans Transportation and Community Living Initiative projects. Learn more about the one-call and one-click projects that were funded by the Federal Transit Administration in 2011 and 2012.

Community Examples

Each of these communities has built a unique service based on their geography, service area, goals, level of coordination, type of lead agency and other factors. Some services rely on high-technology solutions. All have been built on a foundation of coordination and trusting relationships.

  • Find My Ride PA. FindMyRidePA is a Pennsylvania-based service designed to help anyone identify and evaluate options to meet their transportation needs. In some cases, users can even book a trip directly. Currently, FindMyRidePA is available in seven counties (Adams, Cambria, Cumberland, Dauphin, Franklin, Lebanon and York) and will be available in additional counties in the near future. At this time, the transportation services available through FindMyRidePA are limited to local public transportation options (i.e., fixed-route buses that operate on fixed schedules and shared-ride services) but will be expanded over time to include commercial services (e.g. taxi, train, private bus carriers etc.) and other non-profit transportation services.
  • Access Services Inc. (California). The Consolidated Transportation Services Agency (CTSA) for Los Angeles County, is responsible for all ADA paratransit services in the county and facilitates coordination for human service agencies. (Single county, 10 million population, 2,000 square miles, CTSA lead agency)
  • CT Ridenet (Minnesota) is a non-profit one-call service operated as a public service by Care Transportation, a for-profit firm operating primarily in central Minnesota. (Multiple rural counties with one small urban area, private sector initiative).
  • Dane County (Wisconsin) operates a one-call service throughout the county. Working in close cooperation with Metro Transit in Madison, its one-call service is integrated with a range of coordination activities. (Single county, mid-size urban area -- 475,000 population, 1,238 square miles, 60 local jurisdictions, county government as lead agency). Watch Video.
  • Lane Transit District (Oregon) operates a program similar to Dane County's, but in this case the transit district is the lead agency. One-call services combine ADA paratransit services and Medicaid transportation in a system that has built a strong foundation of accessibility and coordination. (Single county, mid-size urban area - 350,000 population, 4,700 square miles, transit district as lead agency). Watch Video.
  • Lower Savannah Council of Governments (South Carolina). This service is a Transportation Management Coordination Center, and the Council of Governments (COG) also serves as an Aging and Disability Resource Center (ADRC). Their coordinated system includes ITS technology to address the specific concerns. Expanding transit services and responding to local needs in each county are hallmarks of this system. (Multicounty, primarily rural but borders on one urban area, 300,000 population, 4,000 square miles, COG as lead agency)
  • Manitowoc County (Wisconsin). Manitowoc County's one-call service is county-based but closely coordinated with the City of Manitowoc's Maritime Transit system. This system uses simple technologies (telephones and spreadsheets) yet addresses the mobility needs of residents for local and regional trips. (Single county, 84,000 population, 600 square miles, county as lead agency)
  • Steuben County (New York). A transportation one-call service has been established by a neutral non-profit agency that also provides 2-1-1 information & referral services. The one-call center supports the five transit or paratransit providers and the agency's volunteer transportation service in the county. (Single county, mostly rural, 96,000 population, non-profit organization as lead agency). Watch Video (YouTube). View Powerpoint.
  • Tri-County Community Action Program (New Hampshire). Tri-County CAP operates a one-call service and North Country Transit, serving three counties in New Hampshire's North Country region. This low-technology system coordinates a variety of services, including a volunteer transportation service, hospital services, and public transit. (Multicounty, rural, 85,000 population, 3,418 square miles, non-profit Community Action Program as lead agency)
  • (http://vets-go.com/) is a one-stop online resource to help veterans discover the range of transportation options available to them in the Central Puget Sound (Washington). Read the press release describing the service.
  • The 211 VetLink (Riverside San Bernadino Counties, California) initiative

Promising Practices in One Call/One Click Transportation Information Programs (National Center for Mobility Management, 2014). Profiles single-point transportation information access provided by a one-call and/or one-click (OC/OC) service in five communities.

  • San Diego’s FACT, Calif.: A One-Call/One-Click Service Integrated with a Transportation Brokerage
  • Scott and Carver County, Minn.: A One-Call Center Operated with a Centralized Data Warehouse
  • Kansas City’s “Link for Care” Website, Mo.: A One-Click Service Integrated into a Medical Center’s Patient Information Site
  • Michigan Statewide One-Call Service: Coordinated and Efficient Access to Help through 2-1-1 Service