The Muncie Indiana Transit System (MITS) has long been a champion of accessible and affordable public transportation. With its MITSPlus paratransit service, MITS offers door-to-door van transportation for individuals with mobility impairments, reinforcing its mission to create a transit-friendly community that promotes health, environmental sustainability, and cost-effective mobility. However, despite its commitment, MITS faced serious operational challenges that threatened its ability to deliver dependable service.
Facing the Challenge of Outdated Technology
MITS’ paratransit operations were hampered by obsolete and malfunctioning onboard computers, forcing dispatchers and drivers to rely on paper manifests. This outdated method led to inefficiencies, frequent errors, and growing dissatisfaction among staff. The use of
radio communication to transmit schedule changes caused congestion and delays, making it difficult to maintain accurate and timely service. The urgency for a technological upgrade became undeniable.
“I wish I could tell you how the service was during a major software outage, but that has never happened.” – MITS Driver
TripSpark’s NovusDR: A Game-Changing Solution
MITS has improved operations by adopting TripSpark’s NovusDR software and integrating it with DriverMate on MDTs. This upgrade enables real-time communication, eliminates paper manifests, and provides instant updates to drivers, boosting accuracy and efficiency. The software’s flexibility allowed for easy adjustments, whether accommodating last-minute trips or managing recurring appointments.
“We are also very satisfied with the value we get for our money.” – MITS operation employee
Remarkable Results That Speak for Themselves
The impact of TripSpark’s solution was immediate and profound. Dispatch time was reduced by an impressive 60%, enabling night dispatchers to oversee both fixed route and paratransit operations more efficiently. Operational efficiency improved by 50%, and ridership increased by 4%, reflecting enhanced customer satisfaction. Drivers expressed strong support for the new system, with one stating, “I never want to go back to using a paper manifest again.” The introduction of an “On Time Guarantee” further underscored MITS’ renewed commitment to service excellence. With reliable solution and ongoing support from TripSpark, MITS has successfully modernized its operations and elevated the rider experience.
Looking Ahead: With TripSpark by their side, MITS is ready to meet the challenges of tomorrow. As technology evolves and the needs of the community grow, MITS is confident that its transit solutions will keep pace—delivering safe, dependable service for years to come.
About MITS: The Muncie Indiana Transit System (MITS) is the main bus service for Muncie, Indiana, offering 14 routes that extend about four miles from downtown. During school hours, additional buses are provided for student transport. MITSPlus offers specialized vehicles for individuals with disabilities.