Lethbridge Transit, the public transportation agency in Lethbridge, Alberta, is committed to connecting residents and supporting the city’s social and economic vitality. Known for providing accessible and reliable service, the agency seeks innovative solutions to meet the needs of its growing community. As it faced challenges like expanding service areas and budget constraints, Lethbridge Transit has adopted a forward-thinking, technology-driven strategy that is transforming how the city moves and connects its communities.
Facing Significant Transit Challenges
Lethbridge Transit faced the challenge of maintaining and expanding service coverage amid significant budget constraints, as its fixed route system included lengthy loops and underutilized segments, resulting in long waits for riders in outlying areas. To address these issues, the city aimed to deliver reliable off-peak service, reduce operating costs, enhance rider experience and accessibility, and extend coverage to underserved regions.
It’s (Rides on Demand App) great. The fewer people calling in to book a trip, the easier it is. It allows people to book trips, and we don’t need someone in the office to take calls. – Jeff Gillette, Innovations and Planning Manager
A Transformative solution: TripSpark’s Novus DR & Rides on Demand app
Lethbridge Transit collaborated with TripSpark to implement a hybrid mobility model, seamlessly combining a redesigned fixed route system with a flexible microtransit solution through the Rides on Demand app. Utilizing TripSpark’s NovusDR, they established four on-demand zones offering curb-to-curb service, allowed bookings via app, phone, or directly with drivers, and integrated demand zones with fixed route hubs for easy transfers. By leveraging existing paratransit infrastructure, the deployment was expedited, requiring minimal retraining, enabling riders to book trips in under a minute and launching the system within weeks.
It has eased the workload for dispatchers. The call-taking app has been very helpful as well. Not only for 311 users, but also for our dispatchers handling on-demand inbound calls – Jeff Gillette, Innovations and Planning Manager
Real Results That Speak for Themselves
The impact was immediate and impressive: Rider wait times have decreased to under 20 minutes, with significantly expanded service coverage and hours. Currently, 80% of on-demand trips are booked through the app, contributing to increased ridership across both fixed and on-demand services. The redesign of the fixed routes has resulted in annual savings of $350,000, while improving fleet and driver utilization through fewer loops and more direct routes.
Why It Matters
Lethbridge Transit’s journey shows how smart software and strategic thinking can turn constraints into innovation. By leveraging the overlap between paratransit and on-demand services, they created a scalable, rider-friendly system that meets modern mobility needs.
👉 Curious how they did it? Read the full case study to discover the strategy, tools, and teamwork behind Lethbridge’s transit transformation.