Nouvelles et médias

Moving Service delivery to Digital First - Kicking off 2017 in the right way!

Expanded Accessibility for Ontarians with Disabilities Act (AODA) guidelines came into effect January 1, 2017, and it was the perfect time to review the TransHelp service delivery approach to the paratransit community. Through a collaborative user-centred design process, we have learned that many in the accessibility community want and need user- and mobile-friendly applications, or a Digital First approach.

Region of Peel is the first large agency in Ontario to launch an online application option for residents applying for paratransit service.

The TransHelp team has a tremendous passion for their clients and their service experience. The team that brought the online application to life included members from TransHelp, Service Innovation and Information Technology, Project Management, Communications, Call Centre and Customer Service teams. The development was made possible through user testing with clients and community members, who experience a barrier to travelling on conventional public transit, and are currently clients, or are potential future clients. The user testing informed our design decisions, taught us about everyday challenges as well as the opportunities that moving to digital first brings.

The digital application launched January 2017, along with a new website, and multiple support videos describing the process to apply for service, eligibility categories, how to book and how to ride. The team reports that there have been a few speed bumps along the way, but overall they are adapting internal processes and using an iterative approach to learn and continue developing, not always seen in government. Although these are early days, the digital uptake has been a considerable.

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