ITNCountry: Transportation for Rural and Small Communities

TL;DR

This study shows that ITNCountry, a transportation service on the Salesforce platform, effectively supports mobility in rural and small communities, especially for older adults and those with mobility challenges.

Contribution

The paper introduces ITNCountry, a scalable transportation solution for rural and small communities, implemented and evaluated on the Salesforce platform.

Findings

Rides increased steadily, with high satisfaction from riders and volunteer drivers.

Over 60% of rides were for healthcare, and 44% of riders used a mobility aid.

Riders valued membership for a sense of belonging, community, and security.

Abstract

Providing transportation in rural and small communities presents unique challenges -- resources diminish as distances and costs increase, while efficiency declines. This research demonstrates ITNCountry on the Salesforce platform in small communities in California, Maine, Kentucky, Florida, and New York to address these challenges. The demonstration occurred in two phases. Phase One: (1) rebuild ITNRides software on Salesforce; (2) develop marketing strategies; and (3) collaborate with ITN affiliates to establish ITNCountry in small and rural communities. Phase Two: (1) transition demonstration communities to ITNRides2.0; (2) train communities in ride services and coordination; (3) utilize the Online Learning Center for training; and (4) market and implement innovative payment programs. Data were collected over 12 months, with an additional 8 months as service continued. Methods included community profiles, stakeholder interviews, and pre- and post-surveys of stakeholders, riders, and volunteer drivers. Rides increased steadily, and rider and volunteer surveys showed high satisfaction. Over 60% of rides were for healthcare, 44% of riders used a mobility aid and 29% required door-through-door assistance. No membership was required, but survey results indicated that riders valued membership for its sense of belonging, community and security. ITNCountry volunteer transportation in rural and small communities shows promise in meeting the mobility needs of older adults and people with mobility challenges.