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Members of the disability community and the general public tour Sacramento Regional Transit\u2019s S700 low-floor light rail train at the Township 9 station in Sacramento on Wednesday, June 12, 2024. A Sacramento County grand jury released a report on June 30, 2026, saying that RT failed to adequately inform disabled riders about some changes and actions.<\/p>\n
Bailey Stover<\/p>\n
bstover@sacbee.com<\/p>\n
A Sacramento County grand jury found that Sacramento Regional Transit failed to adequately communicate with disabled riders regarding certain actions and changes; findings the transportation agency said were not accurate or lacked context.<\/p>\n
The grand jury<\/a>, which is an independent \u201cwatchdog\u201d body that checks public service agencies, released a report<\/a> on June 30 detailing an investigation into the rollout of the current app and scheduling platform for SacRT GO, the paratransit service. The report also digs into interactions between leadership and the agency\u2019s Mobility Advisory Council, which represents and includes members of the disabled community.<\/p>\n The investigation began after the caregiver of a rider informed the 19-person grand jury that RT had cancelled the previous tracking app, managed by software from Ecolane, for SacRT GO buses \u201cwithout effective notice,\u201d according to the report. Following the cancellation, riders who previously used the app to track the vehicle\u2019s location had to communicate directly with the dispatch center, which \u201coverwhelmed customer service\u201d and led to a \u201csignificant volume of late pick-up complaints,\u201d the report said.<\/p>\n The Ecolane app had been cancelled because RT transitioned to a different scheduling platform, QRyde, that used different software from HBSS Connect, cutting off communication between the legacy app and new system, RT spokesperson Devra Selenis said. The new scheduling platform offered more benefits like trip booking and management. The new app, which went through multiple rounds of testing, was released in May.<\/p>\n Sacramento Regional Transit acknowledged that the app rollout was extended, but maintained they continued to serve disabled riders well, according to a statement released Wednesday.<\/a><\/p>\n \u201cPrior to the transition to the new mobile app, approximately 100 of more than 15,000 registered riders (less than 1% of GO riders) used it, with only one documented complaint,\u201d RT said in a statement, adding that the Ecolane app was only available for Android devices. \u201cThe vast majority of customers continued scheduling trips by phone, which is the only ADA required scheduling method. \u201c<\/p>\n The grand jury asserted that RT did not provide enough warnings to riders before the app switch occurred.<\/p>\n Multiple disabled riders spoke with the panel and complained about inadequate warnings. The jury noted in its report that RT sent emails to riders about the new app, put up posters on buses and included an announcement about the app change at the end of the introductory message for the dispatch line. However, on the latter option, \u201ccallers could, and did, easily bypass the notifications when they scheduled a ride,\u201d according to the report.<\/p>\n The grand jury said in its report that the transit agency did not confirm if it used other communication methods, such as social media, to discuss the app change. The panel also \u201clearned that the District did not inform senior communication officials of the changes until after the fact,\u201d the report said.<\/p>\n In response, RT said in a news release that \u201cduring this new software implementation process\u201d the agency shared its outreach efforts via \u201cour website, email blast, mobile app push notifications, news releases, social media announcements, onboard vehicle signage, and letters\/postcards to targeted riders.\u201d<\/p>\n Other grand jury findings of note related to RT\u2019s communication with the Mobility Action Committee, which was established by the agency in 2005 and represents the disabled community. The investigative panel found that at times the agency fell short when it came to speak with the committee, in turn causing RT to \u201cexpend additional time and resources that might have been prevented had the MAC been consulted earlier,\u201d according to a news release announcing the grand jury report.<\/p>\n One situation involved the installation of bus operator safety barriers on standard buses, which was in response to increased aggression against drivers industrywide. The barriers were acquired through an \u201cemergency procurement to meet the urgent request of our labor partners,\u201d Selenis said.<\/p>\n Sacramento Regional Transit, according to the grand jury, did not consult with the MAC or conduct tests before installing the barriers, which met ADA requirements, on 71 buses. One rider with a larger electric wheelchair had difficulty getting into the vehicle and had to adjust their seat to do so.<\/p>\n RT plans to adjust the about 100 remaining installations, which Selenis said will cost an additional $50,000 for design, materials and staff time.<\/p>\n The report also noted that even though RT asked the MAC for input on the request for proposal document for the current SacRT GO scheduling software and app, the MAC did not do a final review before it was submitted. Sacramento Regional Transit included the advisory council\u2019s recommendations, but the council would have preferred to see everything before it went live, said the MAC Chair W. Charles Johnson, who has been on the council for about nine years.<\/p>\n \u201c(RT) understands the importance of our input, so they\u2019re doing a much better job now of providing us the opportunity to give input during the production of the RFP,\u201d Johnson said, adding he has noted an increase in the last four years.<\/p>\n Johnson said that he believes RT overall is doing a good job of serving the disabled community, but he hopes the grand jury report \u201cturns out to be a positive thing.\u201d<\/p>\n \u201cThere are areas of improvement and (RT\u2019s) sense is that they want to do good by the disable community, and they do a better job than a lot of other public transport systems,\u201d Johnson said.<\/p>\n Sacramento Regional Transit\u2019s board of directors is required to respond to the report within 90 days of it being issued.<\/p>\n This story was originally published July 7, 2026 at 10:54 AM.<\/p>\n
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