FOLSOM — Some passengers of Sacramento Regional Transit’s GO Paratransit Services have been left waiting for extended periods because of delays caused by a recently implemented scheduling and dispatch software system.
CBS13 received reports from a viewer indicating that she had been waiting for her planned SacRT GO trip for over an hour on several consecutive days.
Margie Donovan mentioned that she has been using SacRT GO ever since she relocated to Folsom several years back, and up until now, she hadn’t encountered delays or missed services. However, over the past week, she has faced extended waiting periods of multiple hours or struggled to reach dispatch for communication due to recent software updates.
Donovan is visually impaired and suffers from a brain injury, which makes it challenging for her to walk or remain standing for extended durations without feeling lightheaded. On an occasion, she mentioned that her planned SacRT GO bus arrived late when she was done with her grocery shopping at Costco. As a result, she contacted her partner to arrange a lift home.
“It’s the sense of being stuck… when I’m out there. Last week, my bus didn’t arrive at Costco on Thursday evening, leaving me to wonder, ‘What now? Should I keep waiting?’ So, I contacted dispatch; they promised a response within two minutes, but after half an hour, still no word from them,” explained Donovan.
She mentioned that she frequently relies on this mode of transport for her medical visits, stating it’s essential for her well-being, daily requirements, shopping trips, and leisure activities.
SacRT GO offers door-to-door, shared ride options for people with disabilities who can’t consistently utilize their bus or light rail services. This transportation adheres to ADA requirements. To qualify, one must submit an application and go through a review process.
“What worries me is that I have access to services like Uber and Lyft, so if I get stranded in Folsom, I can manage those costs. However, many others cannot afford it. For individuals with limited mobility, they find themselves truly trapped,” Donovan stated.
She mentioned that she wants to push for enhancements to the new system since she believes it ought to benefit everybody, rather than solely catering to those passengers who can contact support when services experience delays.
CBS13 took some of these concerns to SacRT for answers, and a spokesperson confirmed that they transitioned to a new scheduling and dispatch software system known as QRyde. A statement shared with CBS13 said the new technology allows real-time trip tracking, but with it, they are experiencing “initial challenges as our dispatchers and operators adapt to the new platform.”
The statement continued:
Although we are diligently tracking our service performance, we recognize that throughout this transitional phase, certain passengers might encounter extended waiting periods more frequently than normal. Additionally, we are handling variations in staff availability which can sometimes affect the consistency of our schedules.
Our group is currently examining performance metrics and tackling recognized deficiencies in our services. We invite riders who’ve encountered considerable hold-ups or problems with our service to contact us with their information so we can look into each issue individually and address them accordingly.
We value our riders’ patience and comprehension as we navigate this transition. SacRT continues to be dedicated to offering secure, inclusive, and dependable transport services to the communities we support.”
Donovan mentioned that she has also been advised to be patient, and she acknowledges that no support services are flawless.
“This has gone way beyond not perfect,” Donovan said.