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

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

In 2024, TriMet forged an innovative partnership with Uber, fleet operator TransDev, and software provider Trapeze, launching an integration that enhanced their LIFT paratransit service with same-day capabilities. Let’s explore this big leap forward. 

Agency goals

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

How it started

Before the partnership, TriMet’s LIFT paratransit service struggled with inefficiency. Trip management straddled between multiple systems. Cancellations and unexpected issues often resulted in subpar rider experience, while operational teams were burdened with manual trip coordination and unable to focus on real-time service needs.

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

“At TriMet, we don’t like doing things the way they’ve always been done. We want to find the new, improved ways to better serve our community and create better value for our riders,” says Eileen Collins-Turvey, TriMet’s Director of Accessible Transportation Programs. “We had an opportunity to serve our [paratransit] trips same-day, if we could get the information integrated. This partnership has become 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 opt to have eligible trips fulfilled by Uber. 

The process is simple: riders book trips through LIFT’s web platform or TriMet’s call center. TriMet then determines whether each trip is best served by LIFT’s dedicated vehicles or an Uber ride. If an Uber is assigned, riders receive a text or phone call from Uber with trip details, including driver information, 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 enhances convenience for riders and operators.

“Through the LIFT+ program with Uber,  we can choose the most appropriate trip for our riders based on what they've selected as trip options. [Riders] can see and have communication about exactly when [their] vehicle is arriving—it’s not just, ‘Here’s a 30-minute window and you get to guess when in that 30 minutes your vehicle's coming.’ People can wait safely inside, they can wait at the curb 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 seamless

With Uber’s full API integration with Trapese PASS TripBroker, intelligent 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 offloads trips to Uber’s network, when needed. The plug-in also adapts to hiccups like cancellations and delayed rides, rescheduling trips instantly.

“Our plug-in with Uber makes everything seamless. Dispatches don’t have to worry about managing those rides anymore, sending faxes, calling agencies, and what have you,” 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 allows TriMet administrators to monitor data across dedicated and non-dedicated fleets, providing full visibility into trip activity and program performance. 

How it’s going 

Since the partnership began, TriMet has delivered on 47,300+ trips with Uber—while achieving significant cost savings. “Prior to [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.]” 

“In the old days, where you would just simply send trips across the fence with no visibility until days afterwards,  [then] you'd get a bill and hopefully try to go and reconcile it in some post-trip data process. [With this partnership with Uber and Trapeze], there are huge efficiencies from an operational perspective, a model for many providers, but also real-time benefits to our passengers.” — John Lewis, General Manager, TransDev North America

Looking forward

For Collins-Turvey, the partnership is a model for the future of transportation: “It’s a win for everyone—our contractors, our riders, the agency, our technology partners. And there aren't many scenarios 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 off 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 information

If you’re interested in enhancing your service offerings with Uber Transit, please visit uber.com/transit.

*Uber data as of May 29, 2026.