One-Call/One-Click Resource Center

This One-Call/One-Click Resource Center was created with funding from the Federal Transit Administration.
Civic Sphere LLC was instrumental in creating content for this Resource Center.

What is a One-Call/One-Click system?

One Call/One-Click systems are all about options, and there’s no wrong way to get started or to grow a system. One-Call/One-Click systems inform the public about most, if not all, available transportation options for all populations in a given geographic area. In their full deployment, One-Call/One-Click systems enable users to access trip information; where required, confirm eligibility for and book trips; and pay for trips. This allows community members to plan and implement travel within a single system or seamlessly across multiple systems.

Why are One-Call/One-Click systems important?

One-Call/One-Click systems increase access to transportation information and services, potentially transforming the user experience from one characterized by confusion and frustration to a relatively effortless experience. In addition, they can make the transportation system more inclusive and equitable by incorporating information for user groups, such as those with a disability, older adults, and others with mobility considerations, that often benefit from more detail. Whether using demand-response transportation or fixed-route transit, these user groups benefit from detailed information such as elevator outages, wheelchair space, and sidewalk conditions.

What are some related concepts?

Mobility as a Service (MaaS) is described as “the integration of various forms of transportation services into a single mobility service accessible on demand.” One-Call/One-Click systems build incrementally toward the MaaS concept. The “Universal MaaS” vision builds inclusiveness into the original MaaS concept by ensuring any such system responds to the needs of those with a disability, older adults, and others with mobility considerations.

What do One-Call/One-Click systems do?

One-Call/One-Click functions fall into three main categories:

Trip Information

Gaining trip information is often a customer's first step in their journey. A One-Call/One-Click System enables them to confirm and evaluate their options.

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Trip Booking

The basic elements of trip booking include submitting a request for a trip, determining rider eligibility for that trip, and responding with a confirmed reservation.

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Trip Payment

When trip payment is integrated across multiple organizations, it involves high levels of coordination to share revenue and costs.

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Can One-Call/One-Click systems have multiple functions?

In combining multiple One-Call/One-Click functions, an organization can build a vision for how a system will progress over time.

Developing a One-Call/One-Click system is an ongoing process, often beginning with one function and adding additional functions over the years. All added functions are connected intentionally to the existing platform and are part of a longer term vision. This vision should be detailed with a timeline, phases, and activities for project management purposes, and updated as new technological developments become available. Functions can connect via the same or different, but compatible, software platforms, so that users interact seamlessly with multiple functions in the One-Call/One-Click system.

The further an organization moves forward in developing a One-Call/One-Click system (e.g., from trip information to booking and payment), the more complex the project will become.

Read in-depth descriptions of established One-Call/One-Click Systems:

Additional Resources

Many OC/OC system projects benefited from current and past grant programs. Find out more:

One-Call/One-Click Resource Center