CATA increased accuracy of their no shows, improving relationships with paratransit clients and decreasing the amount of time it took to process no shows.
Challenges: CATA had a complex no show policy that required two full-time staff members to review the no shows and infractions individually. The process was often labor intensive and frustrating for customers.
Solutions: CATA wanted to automate their manual evaluation process and ensure that customers weren’t being penalized for no shows that were beyond their control. They implemented Service Infractions, part of the PASS web-based solutions for paratransit transportation, to solve those challenges.
In a short time, they were able to better identify forgivable no shows, generating fewer warning and suspension letters. But the reason they’re so happy with this solution is because of what this gives their paratransit clients – view the PDF to find out.