NFTA-Metro
Paratransit Study

NFTA-Metro Is comprehensively evaluating its Paratransit Access Line (PAL) service.

The study is identifying opportunities to
improve quality, increase efficiency,
and enhance the customer experience.
In addition, the study is evaluating the
costs and feasibility of potential service
area expansion.

To inform this effort, NFTA-Metro is
seeking input from those who use PAL
service and others on paratransit
needs, issues, and opportunities within
Erie and Niagara counties.

The study is identifying opportunities to improve quality, increase efficiency, and enhance the customer experience.

In addition, the study is evaluating the costs and feasibility of potential service area expansion.

To inform this effort, NFTA-Metro is seeking input from those who use PAL
service and others on paratransit needs, issues, and opportunities within Erie and Niagara counties.

Cartoon woman in a wheelchair looking at a checklist on a clipboard

The NFTA-Metro Paratransit study was made possible by the support of Governor Kathy Hochul, Senator Tim Kennedy, and the western New York State delegation.

GOALS

The NFTA-Metro Paratransit Study has the following goals:

Improve efficiency and effectiveness

Enhance the overall
customer experience

Identify new
and improved service
delivery opportunities

Evaluate service area
expansion

Ensure compliance with the
Americans with Disabilities
Act (ADA)

TIMEFRAME

The NFTA-Metro Paratransit Study has three phases.

PHASE 1

Evaluation, research,
and engagement to
recommend improvements

PHASE 2

Estimation of future demand, costs, and options for delivering paratransit, including expanded service area

PHASE 3

Implementation plan
design

STAKEHOLDER COMMITTEE

NFTA-Metro has appointed a
stakeholder committee to provide
feedback and insight throughout the
course of the study. Committee
members include riders and
representatives of the following
organizations:



Community Services for Every1



Deaf Access Services



Erie County



Health Foundation of Cen-
tral/Western NY



Hearts and Hands



Niagara County Department of
Mental Health