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The first HandyDART Service Performance Review released

The first HandyDART Service Performance Review released

A HandyDART operator helps a customer.

We’ve released our first standalone report for HandyDART. HandyDART is TransLink’s paratransit system, available for those who are unable to safely navitage conventional public transit without assistance. The 2019 HandyDART Service Performance Review (HDSPR) tracks and measures the performance of HandyDART to ensure we’re meeting the demand and expectations of customers.

It pulls together multiple reports to publish the information that advises HandyDART transit planning and investment.

This review is a benchmark for the HandyDART service, providing criteria to measure the growth and improvement of the service. It reports customers’ ratings on their experience including booking, waiting, boarding, to the trip itself.

Want the brief on what’s inside?

In 2019, HandyDART delivered more trips with high customer ratings.

  • Customer ratings for both HandyDART and for Supplemental Taxi were high on the following measures:
    • Availability: 8.6/10
    • On-time, reliable: 8.0/10
  • Ease of booking a trip: 8.5/10
  • Cleanliness and good repair of the vehicles: 9.3/10

HandyDART continues to be a service that customers can trust to receive a safe and well-assisted journey.

  • Customer ratings for driver’s skills to assist passengers who have a physical disability were high (9.5/10) for HandyDART drivers.
  • Customer ratings for HandyDART were high on the following measures (doesn’t include information about Supplemental Taxis):
  • Feeling safe from injury on board: 9.4/10
  • Cleanliness and good repair of vehicles: 9.3/10
  • Courteous, competent and helpful HandyDART drivers: 9.5/10

So, what’s next?

While the data in the report is not reflective of HandyDART today, we expect demand to continue to grow as the population of the region ages. Beginning in 20201, we’ll be looking at ways to modernize the service and improve the customer experience.


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