Characteristics and Environmental Factors of Paratransit Applicants: A Step toward Understanding the Person-Environment Dynamic and Customer Satisfaction

The use of paratransit services has significantly increased since the passage of the Americans with Disabilities Act of 1990 (ADA), and paratransit services are more expensive to provide than fixed route services. Public transportation agencies in many communities are challenged to find a balance between ADA compliance, reducing the cost of providing paratransit services, and providing quality services that lead to customer satisfaction. In addition, public transportation agencies face the challenge of meeting the needs of people with disabling conditions whose abilities to use fixed-route services vary across populations and often vary daily within individuals. The purpose of this study was to describe the demographics, disabling conditions, self-reported needs, and environmental barriers of paratransit applicants living in Indianapolis, Indiana using a retrospective and descriptive research design. Data obtained from eligibility interviews between December 2005 and June 2006 were analyzed. Virtually all disabling conditions and environmental barriers were represented. Recognizing that one person’s accommodation may be another person’s barrier, it is hoped that these data can help transportation agencies better understand the dynamic interaction between person and environments and help improve the effectiveness, usability, and efficiency of paratransit eligibility assessment and transportation services.