Access-on-Demand Update
Overview of Services
RTD and its contracted partners deliver multimodal transit services across a 2,342 square-mile service area, including bus, light and commuter rail, and microtransit, as well as Access-a-Ride paratransit services in accordance with the requirements of the Americans with Disabilities Act of 1990 (ADA). The Access-on-Demand program, an optional program for individuals eligible for Access-a-Ride, offers subsidized curb-to-curb service through third-party transportation network companies, including Uber, Lyft, zTrip, and Metro Taxi.
March 6, 2024 Update
It has come to the attention of RTD staff that the booking and reservation application utilized by one of the agency’s Access-on-Demand partners allows individuals to request multi-stop trips when booking services. This multi-stop option, while certainly convenient, is not available to other RTD customers, including Access-a-Ride customers who utilize the agency’s traditional accessible services provided through the agency’s branded paratransit vehicles.
In December 2023, Access-on-Demand participants received a communication from RTD Paratransit Services Division staff notifying them that multi-stop trips are not permitted under the Access-on-Demand program guidelines. For the Access-on-Demand program to continue, it needs to be both equitable and sustainable. RTD understands that this clarification about service options has created confusion and disruption for many customers who have come to enjoy and rely on the program.
To ensure customers have equitable and sustainable access to the agency’s services, RTD recently commissioned a peer review of the agency’s paratransit service delivery. This review will be conducted by industry subject-matter experts. These individuals will review both the Access-on-Demand program and the Access-a-Ride program as a whole. Their recommendations will assist RTD in examining industry best practices, understanding its strengths and opportunities with respect to paratransit service delivery, and determining options for potential improvements. The expert panel will be convened as soon as is practicable, and a final report will be issued at its conclusion.
RTD will continue to maintain this webpage and provide future updates about the program and status of the peer review. Access-on-Demand participants are invited to provide feedback about the program using RTD’s online form, and all feedback received will be directly shared with the General Manager and Chief Executive Officer.