Providing quality, effecient and dependable ADA paratransit service in Los Angeles.

Last year the Access Board of Directors approved a project that provides a single software program that will be used by all of our service contractors for reservations and scheduling.  This project is scheduled to be phased in by service area over the next year.  The first service area to "Go Live" with the software will be the Southern Region on Friday April 10, 2009.

The software program, ADEPT, has been successfully implemented in large cities such as Boston, New York, and Detroit.  Once fully implemented the system will allow riders to book and check on rides through the internet, by calling in to an Interactive Voice Response System, or by speaking directly to a reservationist.

One of the key components of the system is its ability to consider a large number of variables when a reservation is made.  These variables include whether a rider has a mobility device, has a guest or service animal, which direction the vehicle is travelling, the length of the trip, and many others.  The system also is constrained by limits on how long a rider can be on board a vehicle, the capacity of the vehicle, and the service area to name a few.  All of these variables are considered when a rider calls Access to request a pick-up.

With the "Go Live" process we would like to caution our rider that there may be some delays in processing your reservation request.  We feel confident that any issues that do occur will be addressed as quickly as possible.

To assist in understanding this process we have listed some of the more frequently asked questions below -

Why is it taking so long to talk to a reservationist?

  The "Go Live" process is new for everyone.  Although we have invested significant training for our staff there is a learning curve involved.  Additionally the ADEPT system is using a much more robust addressing system that, once a rider's more frequent trips are taken, will allow for a significant improvement in the reservation process.

Why can't I get the exact time requested?

   The Access system is a shared ride service and as such it is simply not possible to give everyone a "8:00" or "9:30" pick-up.  We use a concept that is known as a 20 minute pick-up window that is based upon one hour before or after your requested time.  This allows us to meet the demand on our service in a way that is most equitable for everyone.

Why can't I be offered a pick-up window before and after the pick-up time I requested?

   The ADEPT system is designed to produce the best solution based upon the factors above.  In general if a pick-up window cannot at first be found within 15 minutes before and 30 minutes after the requested pick-up time then the system will look at the full ADA window and, if available, will then give the choice of a pick-up window either side of the requested pick-up time.  If no window can be found then unfortunately we may have to deny that particular trip. 

Why did the route the vehicle took after it picked me up not make sense?

  As with any new system there may be some errors until fine tuning can take place.  Please contact customer service (1-800-827-0829) with the date and time of your trip along with your Rider ID number and let them know what occurred.