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RTS to Switch Software Platform for RTS On Demand

October 4, 2022

New software platform by Via will improve the customer and employee experience


Rochester, NY:Regional Transit Service (RTS) will implement a new software platform on Wednesday, September 28, for RTS On Demand. The new platform, which is powered by Via, the global leader in TransitTech, will improve the customer and employee experience with the RTS On Demand service. The technology behind the Via platform will help RTS improve trip times, vehicle capacity usage, and the overall user experience.


“When we launched Reimagine RTS last year, we introduced RTS On Demand to our system to improve access to public transit in areas that historically had low ridership,” said RTS CEO Bill Carpenter. “The software and mobile app we had in place when we implemented RTS On Demand helped us get the new service off the ground but made it difficult to make improvements based on the feedback we received from customers and employees. By working with Via, we expect to see noticeable improvements right away.”


By switching to Via, RTS will be getting an industry-tested platform that is used in over 600 communities in more than 35 countries around the world. The switch also means that customers will have access to a new, easy-to-use mobile app, and a website that will provide more options for customer trip requests. Additionally, customers will still have the option of calling RTS Customer Service at 585-288-1700 to schedule their trips.


Customers who use RTS On Demand will need to download the new mobile app ahead of time to ensure they are prepared for the change. Customers can visit the RTS websiteto learn about the new software, access the new RTS On Demand website, and download the new mobile app through the App Storeor Google Play.


The RTS On Demand mobile app that has been in use since May 2021 is no longer available for download and will no longer work starting September 28. Any ride scheduled after 5 a.m. on September 28, 2022, must be made using the new RTS On Demand software. RTS On Demand service days, service times, fares, payment types, zone boundaries, and guidelines remain the same.


For all other information, visit

About RTS

Regional Transit Service (RTS) is a regional transit authority established by New York State with more than 900 employees who proudly serve customers and business partners in Monroe, Genesee, Livingston, Ontario, Orleans, Seneca, Wayne, and Wyoming counties. Recognized as one of the best-run transit systems in the nation, RTS provides vital, safe, and sustainable transportation services to nearly 8 million people each year. We carry out our mission by connecting our customers to jobs, school, healthcare, shopping and recreational activities every day. For more information, visit


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