Streamlining Paratransit in Simcoe County by making the shift to a digital-first approach

Overview

Simcoe County’s regional transit system serves communities across Simcoe County. Launched in 2018, the service branded as LINX, was designed to bridge the transit gap between rural and urban areas with a focus on connectivity, accessibility and sustainability.

LINX PLUS+ is the accessible, door-to-door paratransit service for individuals with mobility challenges. LINX PLUS+ is about inclusivity, providing equitable access to transportation for eligible residents whose needs aren’t met by conventional bus routes. Simcoe LINX PLUS+ can be used for a variety of purposes, including medical appointments, shopping, and social outings.

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Challenges

Manual scheduling process

LINX+ relied heavily on manual trip booking and scheduling, which was time-consuming for both users and admin staff. Riders had to call in to request trips and schedulers would then manually plan routes, limiting flexibility, increasing response times and leaving little room for real-time changes. As demand grows, this outdated process was not scalable.

High Administrative Burden

Managing bookings, eligibility assessments, route planning, driver coordination and reporting across both LINX and LINX+ created a significant administrative workload. With much of the process being handled by spreadsheets, phone calls and paper forms, staff were stretched thin with higher risks of human error

‍Limited Booking Options

LINX+ paratransit bookings were restricted to phone-based requests, which could be inconvenient and limiting for many users. The lack of digital self-service options such as online or mobile app booking reduces overall accessibility and user autonomy. This approach posed additional barriers for individuals with hearing impairments or those who simply prefer more flexible, tech-enabled methods of communication

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Our Solution

Automated Scheduling and Dispatch

Simcoe County has adopted Blaise Transit’s integrated digital platform to streamline and modernize its paratransit operations. Trips are now entered directly into the Blaise system, where schedules and routes are automatically optimized and dispatched to drivers via iPads equipped with the Blaise Drive app. This real-time communication ensures greater efficiency and accuracy in daily operations

Flexible Booking Options

The County is also in the process of launching Blaise’s passenger mobile and web applications, which will

enable users to independently book and manage their rides. This shift toward self-service is expected to significantly reduce call volumes and administrative workload, while improving the overall rider experience. The mobile and web apps also allow passengers to book at their own convenience instead of being limited to dispatch office hour

‍Reduced administrative workload

By digitizing key functions, such as trip planning, eligibility management, and rider communication, Simcoe County has reduced the operational burden on its transit staff. The Blaise solution enhances efficiency, promotes accessibility, and positions the County for continued growth and service expansion

‍Results

Monthly ridership MoM has increased by 17%. The routes are intelligently planned, with an average deviation of only 5 minutes between the requested and actual departure time. The most significant impact, however, is the County of Simcoe's reduction in time and resources to book and plan trips.

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