VTA TRANFORMS PARATRANSIT OPERATIONS CAUSING ONE PASSENGER TO SHOUT 'HOORAY' . FIND OUT WHY . Santa Clara Valley Transportation Authority Background: For Aaron Vogel, Regional Trans- portation Services Manager at Santa Clara Valley Transportation Authority (VTA), rider experience is a top priority. It’s also a life- changer for the approximately 7,000 active, registered customers who depend on the agency’s paratransit fleet to get to work, appointments and wherever they need to be. VTA’s paratransit service makes about 2,200 trips daily. When Vogel received letters from riders about the cumbersome paratransit payment and booking process, he knew he needed to make improvements. VTA had moved to a cashless system for paratransit riders in 1993, which meant riders were

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