Why 2024 Was the Tipping Point for On-Demand Transit
If 2024 has taught us anything, it’s that on-demand transit (“ODT”) isn’t just the future – it’s happening now, and The Routing Company (“TRC”) is helping lead the charge and the change in our industry. With over two million passengers moved, a massive expansion of services, and new partnerships that continue to strengthen transit systems across the U.S., this year was one for the record books.
But let's be clear: our growth stems from the trust and collaboration of our partners. It’s because of the faith our partner agencies place in us that we've been able to deliver the kind of groundbreaking services that are transforming the transit industry. This isn’t just about innovation; it’s about solving real problems for real people, all while doing more with fewer resources.
While we’ve seen other ODT deployments struggle to achieve promised efficiency, we continue to prove that it can and does deliver higher utilization – meaning more “butts in seats” per vehicle per hour. Below is an example of just how impactful it can be when done right. These are real results from TRC partners Kitsap Transit and Virginia Commonwealth University, who power transit services with our Pingo product. Driven by an unmatched algorithm, Pingo consistently delivers dramatically higher vehicle utilization than industry average – which translates to each passenger trip costing 5-10 times less for transit agencies.
On-Demand Transit Delivers Higher Utilization
2024 has shown that on-demand transit is easier to deploy, more convenient for riders, and better at optimizing existing resources and fleets for agencies. Transit agencies across the country are being asked to do more with less, and flexible, cost-efficient transit solutions like Pingo™ make it possible for them to succeed in that challenge.
On-Demand Transit: Leading the Way Forward
Transit agencies are increasingly turning to on-demand because of its undeniable value: faster deployment, reduced costs, and better fleet utilization. With the introduction of One Transit – an operating model allowing agencies to commingle fixed-route, on-demand, and paratransit services to deliver more accessible and equitable transit – our partners were able to create seamless, integrated transit networks that work harder for their communities. This year, we debuted One Transit at the APTA Transform conference, and it’s already making waves across the industry.
FAST's Diane Feinstein speaks alongside TRC in launching One Transit during the 2024 APTA Transform Conference.
There are too many team and partner accomplishments from 2024 to name – but for brevity’s sake – here’s a look at ten of our biggest accomplishments that became defining moments of 2024:
- TRC signed one of the industry’s largest on-demand transit deals with RGRTA in Rochester, New York, marking a pivotal moment for TRC and, more importantly, for the industry.
- We surpassed two million passengers moved, a key milestone that demonstrates the scale and impact of our Pingo products and services.
- We were recognized by METRO Magazine, with FAST and Chillicothe Transit System receiving prestigious Innovative Solutions Awards for 2024.
- We launched new services in Vacaville, California, and expanded into both South Carolina with PDRTA and Ohio with Chillicothe Transit System, with services now live in 11 states: California, Washington, Texas, New York, South Carolina, Maryland, Virginia, Michigan, Ohio, Iowa, and Indiana.
- TRC introduced One Transit, an industry operational model that integrates multiple transit modes, helping agencies boost efficiency and rider equity.
- We launched multiple new products, including The Hub™, Pingo Rural™, an upgraded version of Pingo Flex™, and automated reporting features in Pingo Analytics™.
- TRC revolutionized the on-demand transit procurement process with our Pingo Sandbox™ operations simulator – offering a hands-on "try before you buy" experience.
- TRC also announced several product innovations and upgrades, with 12 distinct paratransit upgrades announced in September, and a major Pingo™ product update in October.
- Pingo powered the doubling of ridership with California’s FAST after launching commingled paratransit services – achieving more with the same resources – and then expanded the service into Paradise Valley in December.
- TRC launched commingled paratransit deployments in over five active regions, with Kitsap Transit leading the charge.
All of this was possible because of the trust our partners placed in us, and it's those partnerships that drive our continued growth. We are honored to work alongside transit agencies like RGRTA, Kitsap, and FAST – communities that have embraced the potential of on-demand transit and are seeing the benefits firsthand.
RGRTA Chief Executive Officer Miguel Velázquez signs one of the largest on-demand transit deals of the year.
The Accelerating Growth of On-Demand Transit to Meet the Needs of a Changing World
The global on-demand transportation market is expanding rapidly, projected to grow from $184.9 billion in 2023 to an impressive $770.8 billion by 2032, driven by rising urbanization, technological advancements, and the need for more flexible, scalable transportation solutions.
The market is clear: cities need to do more with less, and they’re turning to on-demand transit to make that happen. This led us to publish the first On-Demand Transit Buyer’s Guide for 2025, providing transit agencies with knowledge and guidance to confidently navigate the complexities of procuring and deploying on-demand transit solutions, and helping them effectively prepare, design, test, and launch transformative services.
TRC introduced the first ever On-Demand Transit Buyer's Guide for 2025.
Late in 2024, we partnered with Carahsoft (a U.S. government IT solutions provider) to make our products and services more readily available to federal, state, and local agencies. Through this partnership, TRC’s solutions are available for purchase via four key government procurement programs: NASPO, OMNIA, ITES, and SEWP. This collaboration streamlines procurement and accelerates deployments, ensuring U.S. transit agencies can adopt TRC’s on-demand transit technology quickly and efficiently.
We’re not just riding the ODT wave; we’re leading it. Our work with partners like Fairfield’s FAST, which has doubled its ridership and maintained an impressive 99% on-time performance rate, is a testament to how on-demand services can revolutionize transit networks. Our partnership with Kitsap Transit brought us into new territory with commingled paratransit services, and our work with Albany’s CDTA expanded our presence in New York, all while continuing to grow across 11 states in the U.S.
Speed to market has also been a critical factor in our success this year. TRC’s agile and scalable technology means we’re able to deliver and launch on-demand transit services quickly, adapting to unique community needs without the lengthy wait times traditionally required for transit deployments.
This is why in 2024, we published our first-ever State of On-Demand Transit Report, capturing an objective analysis, reflection, and discussion on the progress and innovation in the transit industry throughout the year. This comprehensive report explores market trends, growth factors, impactful case studies, key technological advancements, and what’s next for the transit sector. Through this report, we aim to provide our partners and industry stakeholders with insights into the dynamic evolution of on-demand transit, helping shape future strategies and further expand the reach and success of flexible transit solutions.
Support for Public Transit Surged Across the Country This Year
In 2024, the U.S. saw a historic level of public transit support during the November 5 elections. Of the 25 transit-related ballot measures nationwide, 19 passed, achieving an 87% success rate and unlocking over $25 billion in funding for public transit systems across the country.
This remarkable level of support not only demonstrates a strong public endorsement but also highlights a critical shift towards sustainable, accessible transit. The ongoing commitment to funding and supporting transit initiatives underscores a national recognition of the vital role public transit plays in building resilient and thriving communities.
White Glove Support Continues to Be the Heartbeat of Our Partnerships
At The Routing Company, we don’t just offer technology; we provide our partners with a white glove experience that is integral to each service launch, innovation cycle, and operational milestone. Our commitment to exceptional customer support extends far beyond traditional customer service. TRC’s white glove support means dedicated, ongoing engagement with our product, engineering, and partner success teams, all working together to ensure that every aspect of our services meets the high expectations of our clients and their communities.
This approach ultimately helped us earn a record customer rating this year – a 92 Net Promoter Score (NPS), to be exact. It’s an accomplishment we’re extremely proud of, especially considering top-rated brands like Apple and Netflix boast NPS scores of 61 and 67, respectively. This is more than customer service; it's the cornerstone of a partnership where success is defined by collaboration, innovation, and unwavering support.
In addition, this year TRC achieved SOC 2 Type II compliance, a key milestone that underscores our commitment to data security and operational excellence. SOC 2 certification validates that TRC meets the highest standards for managing and protecting sensitive data. In an era where digital security is paramount, this achievement gives our agency partners and their riders the confidence that TRC’s technology safeguards their information while maintaining the reliability they depend on.
Innovating With Partners, Driving Real-World Solutions with Urgency
At TRC, we don’t innovate in isolation. Every new feature, product, and service we launch is born directly from the needs and insights of our customers.
This year’s groundbreaking product updates – from The Hub™ to Pingo Rural™, Pingo Sandbox™, and Pingo Analytics™ automated reporting to our comprehensive paratransit upgrades – were all designed to solve real pain points and deliver real results. And, the collaboration with our partners has been key to turning these innovations into industry-leading solutions.
TRC launched its "try before you buy" transit operations environment simulator Pingo Sandbox™ in October 2024.
This year, we continued to raise the bar for innovation, not just by launching new products but by expanding our impact. We saw incredible recognition with the METRO Magazine Innovative Solutions Awards for 2024, where FAST and Chillicothe Transit System were honored, and our cofounders, Menno van der Zee and Alex Wallar, were named to the prestigious Forbes Under 30 list – a reflection of the visionary leadership driving TRC forward.
Lastly, in December 2024 we opened our pilot service to applications for the third time – and look forward to bringing new partnerships to life through new service deployments this spring, which will test, analyze, and refine on-demand transit and its impact on communities.
Looking Ahead to 2025
As we close out this remarkable year, I’m more confident than ever in our direction. We’ve laid a foundation for continued growth, and with our partners by our side, we’re just getting started. To our existing customers, thank you for your continued trust and collaboration. To those watching from the sidelines – what are you waiting for?
2024 was the year on-demand transit proved itself, and I couldn’t be prouder of the journey we’ve taken together. Now, let’s see where 2025 takes us.
Chief Executive Officer
The Routing Company
james@theroutingcompany.com
