
Episode #13
In Pursuit #13 | Mike Vichich & Dan Whitehouse — Modernizing Paratransit for 8M Riders at SMART
Dan Whitehouse, VP of Paratransit Services at SMART, joins Mike Vichich to break down what it actually took to modernize paratransit scheduling across three counties and 8 million trips a year in Metro Detroit. Visit pursuit.us Timestamps: 0:00 Cold Open: "Everything Isn't Roses and Beauties" 0:37 Introducing Dan Whitehouse & SMART Paratransit 1:52 The Problem: Pen-and-Paper Scheduling and Unknown Capacity 4:17 What "On-Time Performance" Means in Paratransit 5:03 First Launch: On-Time Performance Plummets 6:43 The Human Cost: Riders, Drivers, and a Team on Edge 8:54 Rolling Back and Rebuilding Trust 12:35 Stepping Back to Diagnose the Real Problem 14:37 Starting Over: 18 Vendor Demos and an Open-API Requirement 17:45 Building a Better Procurement Document 21:25 Fixing the Budget: From Blank Check to One Number 26:57 Piggybacking: Bringing Smaller Agencies Along 30:26 Software vs. Human Judgment 33:14 What It Means for Dispatchers and Call Takers 35:37 Building the Implementation Team 40:01 The Vision: One Unified Passenger Database 43:53 "It Can Be Done": Reflecting on the Journey 44:58 Why Talking About Failure Builds Trust 46:41 The Payoff: A Historic Vote and More Grant Funding 48:52 Advice for Anyone Starting This Journey






