After extensive analysis, stakeholder engagement, and an external review of HandyDART’s delivery model, Metro Vancouver’s TransLink is putting forward a new customer-first plan to deliver more reliable service through increased trip availability, extended service hours, and new booking software. 

If approved by the agency’s board, the plan would improve HandyDART for 32,000 registered customers who depend on the service.

Actions Proposed

There are 19 actions proposed in the customer-first plan, which include but are not limited to:

• Introducing new booking software, which will enable customers to book and cancel trips online 24/7; provide real-time trip updates and vehicle location; and simplify the HandyDART sign-up process.

• Extending HandyDART service hours from midnight to 2 a.m.

• Expanding one-on-one travel training for customers.

• Continuing to use a dedicated specialized service provider for HandyDART operations to maximize service delivery for customers.

• Expanding and standardizing training for HandyDART operators and taxi drivers.

The proposed actions build on TransLink’s Access for Everyone plan and will help the agency achieve its goal of expanding and modernizing HandyDART service, according to the agency.

The Review Process

The Delivery Model Review examined several options for delivering HandyDART, including continuing with a dedicated service provider or bringing the service in-house. 

The review found that an in-house model would not provide direct benefits to customers, would be less cost-effective, and would prevent TransLink from delivering improvements under the customer-first plan.

Based on this analysis, TransLink officials are recommending the continued use of a specialized service provider under a strengthened contract. This model enables the delivery of the improvements while also growing HandyDART and other TransLink services for customers over time, the agency said.

What’s Next?

Since March 2024, TransLink has been reviewing how HandyDART should be delivered to ensure it keeps pace with customer needs and industry best practices. 

The TransLink board will consider the recommendations in early December.