IRIS microtransit shows rising ridership after launch; council gets operational and cost details

City staff and contracted operator WHC presented an update on IRIS, the city’s on‑demand public-transit system that replaced the fixed-route service on Jan. 2, 2025. Tom Scannell, Community Development Director, and Terry O’Toole, WHC, described ridership, operations and next steps for the council.

Between Jan. 6 and Feb. 5 the operator reported roughly 2,000 trips and 221 unique riders; ridership trended upward despite winter weather, the presentation said. The contracted fleet serving Independence comprises five vehicles (four ambulatory, one wheelchair-accessible) operating Monday-Saturday from 6 a.m. to 6 p.m. The city-set fare is $5 per trip; riders can pay by cash, card or the IRIS app. WHC and staff said about 52% of trips have been free to riders because the city established three free transfer hubs (Independence Transit Center, Blue Ridge transfer point/Walmart on 30th, and CenterPoint Medical Center) where rides to or from those points are not charged.

Performance metrics the operator cited included an average of 2.22 passengers per vehicle-hour (industry typical 1.5–2.5) and a 93% on-time pickup rate. On-time pickup was defined in discussion as a 15‑minute window (15 minutes before/after scheduled pickup time); council members asked for clarification about driver reassignment when riders are not at a pickup point. Average ride ratings on the app were 4.8 out of 5, WHC said.

Staff and WHC also described system flexibility: IRIS covers the entire city with more than 750 virtual stops, reducing average walking distance to roughly 518 feet compared with the fixed-route network’s longer walks to bus stops. WHC said the operator can add virtual stops quickly when residents report difficulties scheduling (examples given: Alphapointe employees, Oval Springs apartments). The contractor reported a 20‑four-seven call center to book trips for riders without smartphones.

City staff described the fiscal reasoning behind switching from fixed route to microtransit. Scannell said continuing the prior fixed-route level of service (about 16,000 annual vehicle hours) would have required an estimated $4.4 million increase in the first year and rise to roughly $6.6 million by 2029–30; a lower-cost fixed-route alternative with about 6,800 hours still would have required approximately $3.3 million in additional general-fund support for FY25–26. Those projected cost increases and reduced service coverage led the city to implement IRIS. The city’s IRIS contract runs through June 30; staff said they plan another council presentation in May before considering a new contract.

Councilmembers asked for additional operational data the city agreed to provide: the number of missed pickups (not rider-cancelled trips) since launch, a breakdown of ratings and complaint data, and evidence about peak-demand hours. Staff and WHC said they monitor day‑to‑day demand and can adjust supply (add vehicles) or demand (pricing/transfer hubs) as needed; WHC said the busiest period to date has been mid‑afternoon (around 3 p.m.).

Several councilmembers raised driver‑work‑condition and contractor‑management questions; WHC said drivers for Independence routes generally prefer shorter, more local runs and that operational mechanisms (tablet off-system, breaks) exist and can be reviewed with the city. No formal council action or vote occurred; staff will return with additional data and a contract update in the spring.