Room: Mississauga AB
Sponsor(s)
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Session Description
One Platform, Two Service Models: How Niagara Transit Unified In-House and Contracted Operations
Speaker: Edward Zahra, Nigara Transit and Kate McNamara, RideCo
As transit agencies expand on-demand, specialized, and paratransit services, many face growing complexity when operating a mix of in-house and contracted models. Niagara Transit undertook a significant transformation to unify these services under a single operational and technology framework—improving efficiency, consistency, and the rider experience while maintaining flexibility across service types.
This session explores how Niagara Transit integrated in-house and contracted operations using a shared technology platform, aligning booking, dispatch, customer service, and performance management across service models. Speakers will discuss why the agency chose to pursue integration, how technology supported both operational structures, and what changed behind the scenes for staff, contractors, and riders.
Through a candid case study approach, the session will highlight lessons learned during implementation, early operational outcomes, and practical insights for agencies considering similar integrations. Attendees will leave with a clearer understanding of how unified platforms can support diverse service models while improving reliability, scalability, and customer experience.
Learning Objectives:
• Understand the drivers behind integrating in-house and contracted transit services
• Learn how a single platform can support multiple operational models
• Gain practical insights into operational changes and implementation challenges
• Hear real-world lessons that can inform future service design decisions
Speaker(s) / Presenter(s)
Edward Zahra – Deputy General Manager of Customer Experience, Niagara Transit
Kate McNamara – Project Manager, RideCo