Go Wake Forest microtransit ridership jumps; residents urge scheduled shuttle for dependable commutes

Go Wake Forest’s microtransit pilot has shown strong ridership growth and improved performance since the town shifted from fixed bus loops to on‑demand vans, a transit representative told the Board of Commissioners during a progress report.

Brad West, presenting on behalf of the system, said average boardings rose from about 1.5 boardings per hour under the bus loop to roughly 21 boardings per hour as of the prior week. He reported a current met‑demand rate of about 91 percent (requests that received an immediate ride proposal), on‑time performance around the mid‑80s percent and a drop in cost per boarding from $74.33 per boarding under the bus loop to just above $20 in February.

West said earlier rider complaints about cleanliness and driver behavior led to operational changes: van cleanings increased from once to twice weekly; security cameras that capture inside and outside views were installed in all vans; and vendors now track harsh braking or speeding events to support driver oversight. He said weekly driver hours were increased from 500 to 580 to meet growing demand, expanding the active fleet to eight vans plus two spares. West also reported that the project’s Community Funding Area application to CAMPO was recommended for funding and could provide roughly half the system cost — a little over $1 million — funded through the Wake County transit tax, pending further approvals.

Residents who spoke during public comment described how the new system benefits many riders, especially those who need door‑to‑door service, but also left some longtime users without reliable options. Pepin Webb said she relied on the bus for daily commutes in 2024 and could not schedule rides in advance on the microtransit system, leaving riders who lack smartphones — she mentioned a senior named Ken — with reduced access. Webb urged the town to consider running scheduled shuttles for morning and evening loops in addition to microtransit to provide dependable commutes for workers and residents without phones.

Another commenter, Michael Veil, raised safety concerns, saying he observed drivers using earbuds or headsets and passengers vaping in vans; he questioned when cameras were installed and whether they and vendor oversight were being used to enforce rules. West said he would follow up on whether audio is recorded and confirmed the cameras and event‑tracking software are in place.

Commissioners praised performance improvements and asked staff to continue monitoring capacity and fare policy; West said staff previously agreed to revisit fares after one year but could accelerate that timeline if demand warrants. No formal action was taken on fares or service changes during the meeting.