Modernizing Senior & Disability Transportation Operations

Georgetown Township

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Overview

Georgetown Township operates a senior and disability transportation program serving residents across Western Michigan. With a small fleet, part-time staff, and a growing volume of essential trips, the Township depends on efficient scheduling, reliable routing, and clear communication to deliver dependable service.

When the Townshipʼs longtime transportation software provider announced it would sunset its platform, leaders needed to transition quickly—without disrupting service for vulnerable riders.

Georgetown selected TripMaster to modernize operations while preserving familiar workflows and minimizing staff burden.

Challenge

Providing reliable senior and disability transportation requires more than moving vehicles—it demands consistency, accuracy, and adaptability in the face of constant change.

Georgetown Township faced several compounding challenges:

• A lean staffing model with no full-time transportation employees
• Part-time drivers, many retired, with varying levels of technical comfort
• Frequent last-minute cancellations, weather disruptions, and schedule changes

Schedulers relied on a paper-based binder system that worked visually during intake calls, but downstream processes—routing, dispatch, cancellations, and driver communication—were time-consuming and manual. The Township needed a solution that could modernize operations without overwhelming staff or drivers.

We trusted TripMaster and they made it easy to migrate without missing a beat to serve our riders." —Dawn Van Koevering, Scheduler

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Solution

Georgetown Township implemented TripMaster, including the ParaScope driver application, to replace its legacy system while maintaining ease of use for staff and drivers.

Key elements of the solution included:

• Digital scheduling, routing, and dispatch aligned to existing workflows
• ParaScope iPad app for turn-by-turn navigation and route visibility
• Instant trip updates pushed directly to drivers
• Integrated communication between schedulers and drivers
• Hands-on onboarding and onsite training during go-live

Results

• Faster scheduling and cancellation handling: Trips removed by schedulers instantly disappear from driver iPads, eliminating phone calls and texts and saving hours each week.
• Improved routing and navigation: Built-in mapping allows drivers to follow routes without relying on personal smartphones, reducing confusion and missed turns.
• Higher driver confidence and adoption: Despite initial hesitation, retired drivers adapted quickly to ParaScopeʼs simple interface.
• Smoother rider experience: Fewer missed pickups, more accurate arrival windows, and calmer communication during schedule changes.
• Operational stability without added staff: The Township can support growing demand using the same two-person administrative team.
• Smooth go-live with 3-day onsite training: TripMaster specialists handled data migration in advance and trained staff and drivers onsite for three days—ensuring confident day-one operations.