TRANSLINK is proposing major upgrades to HandyDART, Metro Vancouver’s door-to-door paratransit service for those who are unable to use the conventional transit system without assistance.

After extensive analysis, stakeholder engagement, and an external review of HandyDART’s delivery model, TransLink is putting forward a new Customer-First Plan designed to give users more reliable service through increased trip availability, extended service hours, and new booking software. If approved by the TransLink Board, the plan would improve HandyDART for 32,000 registered customers who depend on the service to get around Metro Vancouver.

There are 19 actions proposed in the Customer-First Plan, which include but are not limited to:

• Introducing new booking software which will:
  • Enable customers to book and cancel trips online 24/7
  • Provide real-time trip updates and vehicle location
  • Simplify the HandyDART sign-up 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

These actions build on TransLink’s Access for Everyone plan and will help TransLink deliver the goal of expanding and modernizing HandyDART service.

The Delivery Model Review examined several options for delivering HandyDART, including continuing with a dedicated service provider or bringing the service in-house. The review found that an in-house model would not provide direct benefits to customers, would be less cost-effective, and would prevent TransLink from being able to deliver improvements in the Customer-First Plan.

Based on this analysis, TransLink recommends continuing to use a specialized service provider under a strengthened contract. This model gives the capacity to deliver the Customer-First Plan improvements while also growing HandyDART and other TransLink services for customers over time.

HandyDART is already one of TransLink’s highest-rated services by customers, and this plan is designed to make the service even better:

• 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 (8.4), SeaBus (8.7), and the conventional bus system (7.9)
• 99.6 per cent of HandyDART trip requests were delivered last year
• 91 per cent of all HandyDART trips arrived on time last year

Since March 2024, TransLink has been reviewing how HandyDART should be delivered to ensure it keeps pace with customer needs and industry best practices. The TransLink Board of Directors will consider the recommendations at its public meeting on Wednesday, December 3. Members of the public can apply to speak as delegates in advance of the meeting, in line with standard Board procedures.