Over 1,000 miles apart, two transit agencies have arrived at the same destination: a modern, efficient, and customer-centric paratransit system. 

With SEPTA Access in Philadelphia and LinkAssist in Tulsa, both agencies partnered with RideCo to transform outdated systems into cutting-edge, AI-powered services, earning them each a METRO Magazine Innovative Solutions Award.

These projects demonstrate how vision, collaboration, and technology can redefine what’s possible in demand-responsive transit.

From Legacy Systems to Leading Solutions

For SEPTA and MetroLink Tulsa, the journey began with a shared challenge: outdated legacy systems, inefficient manual processes, and growing pressure to improve service quality without expanding fleets or budgets.

In Philadelphia, SEPTA replaced a 15-year-old platform with a cloud-based on-demand solution, covering a fleet of 411 vehicles over 716 square miles, making it the largest cloud-based paratransit deployment in the U.S.

“The modernization of our paratransit system has been one of the fastest, large-scale deployments in SEPTA’s history,” says Cassandra West, SEPTA’s asst. COO. It has been a fantastic journey so far, and we are thrilled to immediately see such a positive impact on the operators and staff.”  

In Tulsa, MetroLink made a bold move to bring paratransit operations in-house and selected RideCo to power its LinkAssist program after successfully rolling out its MicroLink microtransit service.

“It was clear that if we were going to manage the service ourselves, we needed tools that could support more efficient operations and improve the rider experience,” says MetroLink’s GM/CEO Scott Marr. “Fortunately, we had already been working with RideCo on our MicroLink microtransit service, and that partnership laid the groundwork for a smoother transition.” 

Optimization That Works in Real Time

Both systems' core is RideCo’s Solver optimization engine, which recalculates vehicle assignments every 20 seconds to adapt to traffic, cancellations, and real-time changes. This AI-powered technology not only increased productivity but also significantly reduced operating costs.

SEPTA saw a:

• 7.2% increase in passengers per vehicle hour.

• $5 million in annualized cost savings.

• Reduction in cost per passenger from $55.13 to $51.40.

• Drop in annual overtime hours from 8,197 to 3,161.

Meanwhile, MetroLink Tulsa achieved:

• 14% reduction in cost per passenger.

• On-time performance averages 95%.

• Seven-minute average pickup wait time.

• 301 daily riders, with 1.8 passengers per vehicle hour.

“We’ve embraced change and are seeing the benefits of using RideCo’s modern software,” says Marr. “What we’re getting back from the team is that they love it — they’re seeing the impact of today’s paratransit technology and a future for our industry because of it.” 

Both agencies dramatically improved the customer journey. Riders now have multiple booking options via app, web, AI Agent, or call center, and receive automated alerts when their vehicle approaches.

“I love that clients get a text message saying, ‘You’re next to be picked up’, so they know they’ve got to get ready. Then they get another one saying, ‘Your vehicle is outside.’ Or they can opt to get a phone call instead,” says Valerie Courchesne, director of the control center at MetroLink Tulsa. “That has dropped [status] calls way down … and it’s helped our on-time performance because now they know they have to be ready and be out at this time.” 

SEPTA’s riders gave the upgraded service an average rating of 4.9 out of 5, while MetroLink Tulsa’s customers rated LinkAssist 4.8 out of 5 — a clear sign of growing rider trust.

Both systems also integrate with fixed-route trip planners, offering seamless multimodal trip planning and reducing duplication of services.

“RideCo’s integration with our GoPass trip planner allows riders to view and book fixed-route and on-demand rides in one place,” says Marr. “It’s a game changer.”

Transformative Training and Collaboration

Rapid deployment wasn’t just about technology; it required deep staff engagement and training. 

SEPTA implemented the platform in just 4.5 months, with structured training via RideCo University, in-person sessions, and change management initiatives.

“Some people [do better with] book learning, some [do better with] hands-on learning,” says Chase Campbell, SEPTA’s director, paratransit scheduling. “RideCo’s training [program] is accommodating everybody.” 

MetroLink also prioritized internal readiness. 

“One of the biggest hurdles was managing change,” says Marr. “RideCo was a strong partner. Their responsiveness and hands-on support were key to overcoming early challenges.”

Both projects have demonstrated the power of tech-enabled service transformation, providing flexibility, reliability, and cost-efficiency while elevating the rider experience.

“SEPTA is proud to be recognized by METRO Magazine for our collaboration with RideCo,” says Campbell. “The operational success and customer satisfaction reflect our combined commitment to innovating our industry. We certainly hope other agencies get on board and follow suit.”  

“Winning this award is a tremendous honor,” adds Marr. “It validates the hard work and innovation driving change for our community, and sets an example other agencies can follow.”

Whether in a dense urban region like Philadelphia or a growing market like Tulsa, these two award-winning projects show what’s possible when transit agencies pair bold vision with the right technology and partnership.

Together, SEPTA and MetroLink Tulsa are showing the industry how to modernize paratransit with purpose and deliver better outcomes for all.