Anatomy of a systems failure: Dial-a-ride in Santa Clara County,California

Late in 1974 and early in 1975 the Santa Clara County Transit District initiated, operated, and then discontinued a demand responsive dial-a-ride system within a -month span. This systems failure was primarily the result of poor systems planning. Specifically, four major mistakes were made that led to the death of the system. They were: (1) Inadequate Customer Communication System, (2) Starting the Entire System at Once, (3) Inadequate Number of Vehicles, and (4) Taxicab Buyout.Each of these four mistakes is discussed in detail. Recommendations for instituting dial-a-ride systems are made. Getting through the difficulties of the start-up period is emphasized. Costs are discussed, and some relevant cost data are presented.