案例研究：TriMet 透過創新合作夥伴關係實現當日無障礙接送服務

奧勒岡州三郡都會運輸區（簡稱 TriMet）是波特蘭都會區大眾運輸系統的核心。該機構致力於提供彈性且公平的運輸服務，勇於創新，確保乘客順利出行。

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. 

代理目標

• 提供當日無障礙交通服務 
• 降低營運成本與負擔
• 提升乘客體驗 

最初的起點

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. 

「在 TriMet，我們不喜歡墨守成規。我們希望找到全新且更好的方式，來更好地服務我們的社區，並為乘客創造更多價值，」TriMet 無障礙運輸計畫總監 Eileen Collins-Turvey 表示。「如果我們能整合資訊，就有機會在同一天完成我們的 [無障礙運輸] 行程。這項合作真的帶來了奇蹟。」

使用 LIFT+ 發射

2024 年 4 月，TriMet 推出了 LIFT+，這是一種比傳統 LIFT 服務更具彈性的替代方案。透過此計畫，TriMet LIFT 乘客可以選擇由 Uber 完成符合資格的行程。

流程很簡單：乘客可以透過 LIFT 的 網頁平台或 TriMet 的客服中心預約行程。TriMet 會判斷每趟行程最適合由 LIFT 的專屬車輛或 Uber 行程來服務。如果指派 Uber，乘客會收到來自 Uber 的簡訊或電話，內容包含行程詳情，例如職業駕駛資訊、車輛品牌與型號，以及預估抵達時間。

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

無縫排班

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

整合報告功能讓 TriMet 管理員能夠監控專屬與非專屬合作車隊的數據，全面掌握行程活動與方案成效。

目前狀況 

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.” 

除了簡化營運流程外，這項合作也大幅提升了乘客的體驗。LIFT 用戶現在可享有當天彈性與規劃便利，能輕鬆前往醫療預約、工作、家庭事務等多種目的地，暢行於大波特蘭地區。

“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

展望未來

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.” 

按數字統計

代理統計資料*

• 在 Uber 完成的行程數：47,300+
• 在 Uber 的平均行程距離：12.5 英里 
• 在 Uber 的平均等候時間：<1 分鐘

服務範圍

• 533 平方英里

代理成本

• 每趟平均費用：$22.75

更多資訊

如果您有興趣透過 Uber Transit 擴展您的服務項目，請造訪 uber.com/transit。

*根據 Uber 資料，截至 2026 年 5 月 29 日。