Traditional dial-a-ride services, such as call buses, call-line taxis and call collective taxis, are already part of many public transport networks. They provide mobility where conventional fixed-line services are difficult to operate, while keeping familiar elements such as stops, lines and departure times.
Digitising these existing line-based services does not mean replacing them with a completely new transport model. Instead, it is about modernising key operational processes, such as booking, dispatching, service management and integration into the wider public transport network.
Digital line-based DRT provides a software-supported operational layer for these services. It keeps the structure passengers already know, while supporting operators and authorities with automated ride dispatching, better vehicle utilisation, clearer data and more efficient service management.
1. Creating a better passenger experience
For passengers, public transport services need to be easy to use and simple to access. They increasingly expect them to be available through digital channels and to provide clear information before and during their journey.
Digital line-based DRT helps meet these expectations while maintaining the familiarity of traditional public transport structures. This way, passengers do not need to adapt to a completely new mobility model.
A digital call bus or call taxi service keeps familiar stops, lines and departure times. At the same time, it allows trips to be requested through an app, website or booking system. Phone booking remains available as well, ensuring accessibility for users who are less comfortable with digital tools.
Digitalisation can also make it easier to combine different modes of transport. When dial-a-ride services are integrated into public transport and MaaS ecosystems, passengers can access journey information more easily and connect these demand-responsive services with trains, buses or other mobility options. This can help reduce reliance on private cars while improving first- and last-mile connections to public transport.
2. Improving efficiency through automated dispatching
When an existing line-based service is digitised, bookings can be connected directly with vehicle assignment and routing.
Automated ride dispatching helps determine which vehicle should serve a trip, which stops need to be included and how compatible bookings can be combined. This supports higher vehicle utilisation and can create more opportunities for ridepooling within the defined service structure.
For operators, this can mean a more efficient use of vehicles and driver hours, especially in areas where demand is low, irregular or spread across several lines.
3. Reducing manual effort in daily operations
Traditional dial-a-ride services often involve several manual steps, from receiving bookings and communicating changes to coordinating vehicles and preparing service documentation.
When these processes are handled separately, they can create additional workload for call centres, dispatch teams, drivers and transport operators, particularly when short-notice actions or unexpected operational changes are required.
Digital operations, supported by dedicated software, can bring booking, dispatching, route information, reporting and documentation into one workflow. While this does not replace the need for human oversight, it can make daily operations more consistent and easier to manage. As a result, operational effort shifts from carrying out manual tasks to monitoring and overseeing automated processes.
4. Using service data for better planning decisions
Operators and authorities need reliable information to understand how a service is performing.
A digitised call taxi or call bus service can provide clearer visibility over bookings, rides, routes, stops, utilisation and demand patterns. This makes it easier to identify which parts of the service are used frequently, where demand is low and where adjustments may be needed.
Instead of relying on fragmented reports or paper-based records, authorities and operators can use service data to support planning decisions, improve resource allocation and evaluate the role of the service within the wider public transport network.
5. Connecting services with the wider public transport network and MaaS platforms
Digital line-based DRT is not designed to replace existing public transport structures. It builds on them.
Existing lines, stops, timetables and service rules are transferred into a digital environment. This allows traditional dial-a-ride services to evolve while remaining fully integrated within the wider public transport network.
Digitisation also creates new opportunities for integration with Mobility-as-a-Service (MaaS) platforms. Through standards such as GTFS and standardised APIs, line-based DRT services can exchange data with journey planners, ticketing solutions and multimodal mobility platforms.
For passengers, this means easier journey planning, better information and a more seamless travel experience. For operators and authorities, integration helps avoid parallel services, improves coordination between transport modes and supports a more efficient use of public transport resources.
Looking at the wider impact
The success of digitising line-based DRT should not be assessed only through individual indicators such as cost per ride or ridepooling rates.
Its value also depends on how well it contributes to the wider public transport system: whether it complements existing services, improves accessibility and supports more inclusive mobility. By improving access to jobs, education, healthcare and local services, digital line-based DRT can strengthen rural communities and support local economic activity.
For regions that already operate traditional line-based demand-responsive transport services, digital line-based DRT can offer a practical way to further develop existing services without having to completely redesign established operating structures.
This on-demand model enables authorities, transport authorities and transport operators to digitise proven transport concepts, improve efficiency and strengthen integration with the wider public transport network.
Interested in learning more about digital line-based DRT?
Explore our other articles on the subject or discover how digital line-based DRT works in practice on our dedicated use case page.