• Cochrane On Demand Local Transit (COLT) – Cochrane, AB 
• Okotoks Transit – Okotoks, AB 
• Blackfalds On Demand Local Transit (BOLT) – Blackfalds, AB 
• Calgary Transit On-Demand – Calgary, AB 
• Edmonton On-Demand Transit – Edmonton, AB 
• Diversified On-Demand Transportation(DOT)
  • Syncrude Site Shuttles – Fort McMurray, AB 
  • Suncor Fort Hills Site Shuttle – Fort Hills, AB
• Cobourg Transit + Para-Transit (Wheels) – Cobourg, ON 
• Leduc On-Demand Transit – Leduc, AB
• Spruce Grove On-Demand Transit – Spruce Grove, AB
• Sault Ste. Marie, On-Demand Call Centre – Sault Ste. Marie
  City, ON

Use cases that current PWT On Demand services are designed to address include: 

• Launch of transit or shuttle service 
• Replacement of fixed-route transit or scheduled shuttle service 
• Paratransit/non-emergency medical 
• Business park/worksite/employee shuttles 
• Special event transportation 
• High density (condo/apartment) residential shuttles
• Complementary to conventional fixed-route transit  
  • First/last mile
  • Peak service feeder 
  • Off-peak i.e. midday, evenings, weekends 
  • Underserved, remote, and/or developing neighbourhood coverage 

Please reach out to us for specific case studies.

Yes, On Demand software platforms include ride-booking/tracking apps and driver apps that guide the activity of drivers. These apps can be ‘white-labeled’ and branded with a logo, colours, etc.

The software platforms also include ride-booking through websites and tracking of service through web portals for administrative/supervisory staff. 

Yes, PWT has an On Demand Customer Care Call Centre. This call centre typically handles all trip booking requests, trip inquiries, and customer registrations. Complaints or calls about lost and found are usually forwarded back to staff physically located in each municipality or at the client’s place of business. Call centre functions, hours of service, and other factors can be customized based on client requests/needs. 

The hours of the call centre are currently 5:00 to 23:00 MST, Monday to Friday, and 7:00 to 19:00 MST on weekends. Call centre hours can be adjusted based on client need. 

The software programs can accommodate the co-mingling of conventional and paratransit clientele and can adjust the rider profile to provide door-to-door service for one type of customer and curb-to-curb or stop-to-stop for others. Only when a client has been vetted through the standard eligibility process for paratransit/access service is their profile adjusted to allow for door-to-door pickup/drop off. In addition, details such as assistance requirements, mobility device type, etc. are attached to the customer’s profile so proper pick up instructions can be provided to drivers. The systems do account for the additional time required to load/unload mobility devices or assist customers to/from their door, so customer ETAs are upheld from initial trip proposal to trip execution. 

PWT can handle all customer service inquiries and issues related to driving operations and is the initial point of contact for all passenger inquiries (unless they call the client as opposed to the on demand transit phone line). The client is expected to issue communications to customers who abuse the system and is expected to handle customer complaints related to service planning (i.e. customers who wish to express their dissatisfaction with the system converting from fixed route to on demand transit). 

PWT develops KPIs in conjunction with the client and generates a comprehensive set of reports based on these parameters. All data gathered in the operation of the service will be shared with and owned by the client. 

PWT will assist with marketing plans and materials at no cost, although the expectation is that the client takes the lead on overall system marketing. Timelines for marketing/communications are generally set by the client by asking, “how much advanced notice will riders need of the conversion from fixed route to on demand?” Client marketing and communications staff typically take the lead in this regard to ensure consistency of messaging across client websites and social media accounts and consistency in branding, messaging, etc. Another important thing to note is that since users must register for the service (at least all those that utilize the app/web for bookings), PWT will have the email addresses of all transit customers. These email addresses will be shared with the client so direct marketing to those customers is possible. Note that when registering for the service the customer may be asked if they wish to receive marketing materials from the client, and they could select no. 

PWT has service agreements with a number of on demand software vendors and assesses each potential system individually to determine the best fit for each client. 

Yes, On Demand platforms offer an “arrive by” time that is guaranteed to the customer upon booking, subject to delay only in the event of unforeseen traffic incidents, weather/road conditions, etc. The customer’s pick-up time is provided as a range, or window, which allows the flexibility to accommodate other trip requests. When a customer books a trip there are also options for the customer to be provided numerous trip options within a specified period, so they can choose whatever time works for them to transfer to other transit services.  

The mixture of these trips can occur during the same customer trip and is based on the customer’s profile (i.e. those that have been vetted through the paratransit/access services process are set up with accounts that allow for door-to-door service). The driver is made aware of the different pickup instructions through the instructions provided by the tablet on an ongoing basis. When co-mingling trips in this fashion, the additional time required to load/unload passengers is included in the original ETA provided to the customer so their arrival to connect with commuter services, for example, is assured. Customers, particularly those requesting door-to-door services, may experience longer wait times so that the ETAs already provided to other customers are not violated. However, we anticipate that most of the door-to-door clients will book well in advance per current procedures. 

PWT is responsible for operating the services and making adjustments to maximize service efficiency, minimize wait times, etc. If the ability of PWT to make adjustments is limited by fixed resources (i.e. vehicles on the road, vehicle hours available, etc.) this is reported to the client so all parties can work on potential solutions. The client helps establish the overall goals of the service prior to launch and monitors service KPIs with PWT to determine if the program continues to meet its objectives or if adjustments should be made.  

PWT will continually tweak the system to best match demand (requests for trips) with supply (vehicles on road and in specific service zones) and ensure the client’s objectives or KPIs are met. 

PWT can start on demand services in as little as 8-10 weeks. A variety of factors and client preferences impact this timeline.