Case study: TriMet enables same-day paratransit with an innovative partnership

The Tri-County Metropolitan Transit District of Oregon (“TriMet”) is the lifeblood of Metro Portland’s public transport system. Dedicated to flexible and fair transport, this agency isn’t afraid to think outside the box to keep its customers moving. 

In 2024, TriMet formed an innovative partnership with Uber, fleet operator TransDev, and software provider Trapeze, rolling out an integration that improved their LIFT paratransit service with same-day options. Let’s take a look at this major step forward. 

Agency goals

• Offer same-day paratransit services 
• Reduce operational costs and burden
• Enhance rider experience 

How it began

Before the partnership, TriMet’s LIFT paratransit service struggled with inefficiency. Trip management was split across multiple systems. Cancellations and unexpected issues often led to a below-par rider experience, while operational teams were weighed down by manual trip coordination and couldn’t focus on real-time service needs.

TriMet needed a cost-effective solution to streamline operations, improve service quality, and allow same-day bookings. The answer? An innovative three-way partnership that brought together dedicated fleet operator TransDev, Trapeze’s PASS platform, and Uber’s unmatched on-demand network. 

“At TriMet, we’re not fans of just doing things the way they’ve always been done. We want to find new and better ways to serve our community and deliver more value for our riders,” says Eileen Collins-Turvey, TriMet’s Director of Accessible Transport Programs. “We had the chance to offer our [paratransit] trips on the same day, if we could get the information integrated. This partnership has been magic.”

Launching with LIFT+

In April 2024, TriMet launched LIFT+, a flexible alternative to the traditional LIFT service. Through this program, TriMet LIFT riders can choose to have eligible trips completed by Uber. 

The process is straightforward: riders book trips through LIFT’s web platform or TriMet’s call centre. TriMet then decides whether each trip is best handled by LIFT’s dedicated vehicles or an Uber ride. If an Uber is assigned, riders get a text or phone call from Uber with trip details, including driver info, vehicle make and model, and estimated arrival time. 

This approach meets paratransit riders where they are, rather than forcing them into a one-size-fits-all model. The LIFT+ program enables TriMet to expand its fleet and increase driver capacity, ensuring reliable service during near-constant high demand periods. By offloading certain trips to non-dedicated vehicles, TriMet streamlines operations and makes things more convenient for both riders and operators.

“Through the LIFT+ program with Uber, we can choose the most suitable trip for our riders based on what they've picked as trip options. [Riders] can see and communicate about exactly when [their] vehicle is arriving—it’s not just, ‘Here’s a 30-minute window and you have to guess when in that 30 minutes your vehicle's coming.’ People can wait safely inside, or wait at the kerb if they want to. We like to think about the dignity of choice for our riders, and this program gives them that.” — Eileen Collins-Turvey, Director of Accessible Services, TriMet

Scheduling made easy

With Uber’s full API integration with Trapese PASS TripBroker, smart scheduling happens within a single system, making trip management a breeze.TripBroker’s Uber Plug-in makes scheduling decisions based on rider profiles, on-demand requests, trip efficiency and fleet capacity—then automatically sends trips to Uber’s network when needed. The plug-in also adapts to hiccups like cancellations and delayed rides, rescheduling trips straight away.

“Our plug-in with Uber makes everything seamless. Dispatchers don’t have to worry about managing those trips anymore, sending faxes, calling agencies, and all that,” says Gina Angiollo, Client Success Manager at Trapeze. “Riders don’t have to use ten different apps or call ten different numbers.”

“What we [at Trapeze] were hearing from agencies, as well as [paratransit] riders, was the need and the want for an Uber-like experience. We said,  why shouldn't they have an Uber-like experience? So we talked to Uber, and now they get that Uber-like experience. That's where the integration and  partnership is important—to be able to give our riders what they deserve.” — Gina Angiollo, Client Success Manager, Trapeze

Consolidated reporting lets TriMet administrators keep track of data across both dedicated and non-dedicated fleets, giving complete visibility into trip activity and program performance. 

How it’s going 

Since the partnership began, TriMet has completed over 47,300 trips with Uber—while achieving significant cost savings. “Before [this partnership], our cost per trip was $78. Now, we’ve brought that down to $54,” says Collins-Turvey. “When we get back to pre-COVID service in about a year, that’s $20 million that [we’ll] be saving.” 

Along with streamlining operations, the partnership has dramatically improved rider experience. LIFT users now enjoy same-day flexibility and ease of planning, allowing them to travel to medical appointments, work, family commitments, and more throughout Metropolitan Portland. 

“The end goal in mind is our customers feeling seen, heard and valued,” notes Collins-Turvey. “We want to add that value basis to the service. It’s not just a trip. It’s a good trip. It’s a comfortable trip. It’s a meaningful trip that’s on time, safe, [and] reliable— and we get that with our partnership [with Uber.]” 

“Back in the day, when you’d just send trips over the fence without any visibility until days later, [then] you’d get a bill and hopefully try to sort it out in some post-trip data process. [With this partnership with Uber and Trapeze], there are massive efficiencies from an operational point of view, a model for many providers, but also real-time benefits for our passengers.” — John Lewis, General Manager, TransDev North America

Looking forward

For Collins-Turvey, the partnership is a model for the future of transport: “It’s a win for everyone—our contractors, our riders, the agency, our technology partners. And there aren't many situations where everyone gets to win. We’re trying to build a world-class system at TriMet and help [others] learn from where we left off. Let’s work more together to build on what we’ve learned together.” 

By the numbers

Agency stats*

• Number of trips on Uber: 47,300+
• Average trip distance on Uber: 12.5 miles 
• Average wait time on Uber: <1 min

Service area

• 533 square miles

Agency cost

• Average cost per trip: $22.75

More info

If you’re keen to expand your service offerings with Uber Transit, please visit uber.com/transit.

*Uber data as at 29 May 2026.