Service upgrades are coming for 32,000 registered HandyDART customers across Metro Vancouver, following the TransLink board's vote in favor of the HandyDART Customer-First Plan.

The plan will provide users with more reliable service by increasing trip availability, extending service hours, and introducing new booking software. It follows extensive analysis, stakeholder engagement, and an external review of HandyDART’s delivery model.

Some of the 19 initiatives in the Customer-First Plan include:

• Introducing new software that enables online trip booking and cancellations, real-time vehicle location monitoring, and a more straightforward HandyDART registration 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 who support the service.

TransLink’s Access for Everyone Plan

The actions build on TransLink’s Access for Everyone plan and will help achieve the goal of expanding and modernizing HandyDART service by providing the improvements customers and caregivers have requested.

HandyDART is already one of the highest-rated services in the TransLink system, and this plan is a first step toward making it even better. Further engagement with customers, caregivers, frontline employees, and stakeholders will take place as the plan's actions progress toward implementation, officials said.

HandyDART facts and statistics:

• Customers rated HandyDART service 8.8 out of 10 last year, the second-highest score the service has ever received.

• HandyDART’s customer satisfaction rating (8.8) is higher than SkyTrain's (8.4), SeaBus's (8.7), and the conventional bus system's (7.9).

• 99.6% of HandyDART trip requests were delivered last year.

• 91% of all HandyDART trips arrived on time last year.