Paratransit service, known as SweetHART, has grown steadily in the Housatonic Valley Region since it was regionalized and expanded under public auspices in 1978. Eight municipalities receive SweetHART service as provided by the Housatonic Area Regional Transit District (HART). Usage of paratransit service in this Region has more than doubled in the seventeen (17) years of SweetHART's existence. Persons with disabilities are becoming increasingly more self sufficient and participating more fully in society. As they grow older, many senior citizens depend on SweetHART service for mobility. The advent of the Americans with Disabilities Act of 1990 (ADA) has brought new challenges in the delivery of complementary paratransit service. The efficient provision of SweetHART service is complex given the large numbers of vastly different origins and destinations which vary from day to day and hour to hour. To ensure service efficiency, this study examines the intricacies and complexities of the present SweetHART's operation. A wide range of issues are examined within this study including a general overview of SweetHART service, service and usage history, policies and procedures, service performance indicators, and problem identification. As a result of the study findings, recommended actions are suggested in a number of areas toward improved SweetHART performance and efficiency.
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