STM’s paratransit service ranks among the best performing in North America thanks to its efficient operations model and HASTUS-OnDemand

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“Centralized planning and optimized taxi integration can play a significant role in achieving low costs for paratransit. Using GIRO’s software to better adjust resources to demand and improve performance and efficiency, STM reduced the average cost per trip while maintaining 93% customer satisfaction.”
Alain Rochon, Head of Planning, Projects and Business Strategies, STM’s Transport Adapté


Société de transport de Montréal (STM) is recognized as one of the most efficient paratransit service providers in North America. The agency has been using GIRO’s software to optimize its paratransit services since 1983. From 2003 to 2013, STM’s average cost per paratransit trip in constant dollars declined by 20%. While keeping the planning and optimization functions in-house and managing them with HASTUS-OnDemand, STM benefits from the competitive price, flexibility and service quality offered by taxis by contracting with 13 taxi companies to provide 88% of its paratransit trips.

Company overview

STM develops and operates an integrated bus and metro system, as well as paratransit service. The company provides some 1.4 million rides per day. STM handles over 80% of all public transportation in the Montréal area, representing more than 70% of all public transit use in Québec.

On a typical day, STM’s Transport Adapté division provides more than 10,000 paratransit rides all over the island of Montréal. The service contributes to the social, professional and economic inclusion of its 30,000 or so registered users, whose functional limitations have a significant and persistent impact on their mobility.


STM had three objectives in using HASTUS-OnDemand to optimize the provision of paratransit service by taxis:

  • Reduce costs of operations
  • Control quality of service
  • Provide a single booking interface for clients


STM achieved its objectives by using HASTUS-OnDemand not only to optimize the service provided with its own fleet of 86 minibuses, but also the service provided by 13 companies by means of 275 accessible taxis and 1,000 standard taxis. The software increases the possibilities for economies of scale by providing an overall view of demand and supply, and it matches customers’ functional abilities to the type of vehicle so that the most cost-effective resource can be selected automatically for each trip. HASTUS-OnDemand’s optimizers are also highly efficient in grouping customers with compatible itineraries into the same vehicle, which significantly increases productivity.


Since implementing the software in 1983, STM has been able to achieve a continuous reduction in its average cost per trip by improving processes and implementing new versions of HASTUS-OnDemand, each bringing new functionality enabling further cost reductions.

By using HASTUS-OnDemand to optimize the integration of taxi services, adjusting resources to demand and improving performance and efficiency, STM’s average cost per paratransit trip has been reduced to approximately 50% of the North American average. These savings have been achieved without affecting the high rate of customer satisfaction.

*Previously named GIRO/ACCES