Juneau Commission on Aging hears Capital AKcess ridership is rising as ADA approvals grow

Capital AKcess paratransit ridership is climbing in Juneau as more seniors receive ADA approvals, and Capital Transit reported ongoing work to improve the application process, dispatch system, and data infrastructure, while training and education needs for drivers, riders, and care providers were also discussed.

Transit Superintendent Jodi Van Kirk and Capital Transit staff member Matthew Carpenter brought that picture to the Juneau Commission on Aging in a transportation update drawn from the June 16 draft minutes included in the July 21 agenda packet. Ms. Van Kirk reported that they are still receiving and processing many new ADA applications. There is an increase in ADA ridership as more ADA applications for seniors are approved. Capital Transit is continuing to work on improving the application process, updating the dispatch process, and updating the data system.

As background, Capital AKcess transitioned to a new operator, Ground Transportation Solutions, on Nov. 1, 2025. Existing riders had to submit ADA paratransit applications by Nov. 21, 2025 to avoid a service interruption.

Training needs for drivers and education for riders and care providers on how to use transportation services and how to communicate with drivers were also discussed, along with coordination of transportation services with the SEARCH shuttle program. Chair Deborah Craig recommended a customer service survey prior to the next contract. Ms. Van Kirk stated that a survey is part of the JTCT process and will keep the Commission informed of the details.