The GoDurham ACCESS 2025 fiscal year annual report, officially released by the City of Durham Transportation Department's Mobility Services, delivers a thorough look at a transformative year defined by our growth, community impact, and development. This comprehensive public report shares how our specialized transit services evolved and adapted to our community's needs from July 2024 to June 2025. It reflects our dedication to addressing the unique and diverse transit needs of our community in Durham.
The report offers vital information regarding GoDurham ACCESS' key accomplishments, performance metrics, ridership trends, and service improvements. It further includes an overview of each of the services delivered, customer experience, and our ongoing efforts to enhance mobility and accessibility for Durham residents.
More People are Riding
GoDurham ACCESS achieved another standout year of growth We expanded our total rides over last year and have continued to see an upward trend of increasing total rides since 2022. We also experienced significant growth in the number of ADA paratransit trips we provided for elderly, disabled, and transportation-disadvantaged riders across Durham County. The increasing number of rides highlights our role in connecting Durham residents to medical appointments, employment, community services, and daily activities.
Key stats:
- Total system trips: 169,451 (Up from 162,601 in FY 2024)
- ADA paratransit trips: 142,787 (Up from 131,562 in FY 2024)
Reliability and Operational Excellence
Despite the challenges and nuances of trip demands, such as the increasing number of rides requested, the complexity of trips, and the length of travel required for trips, we've continued to make changes to our driver and dispatcher coordination to achieve reliable on-time performance. Beyond our endeavors to achieve reliable on-time performance, we've continued to prioritize the safety of our passengers and our vehicles' reliability.
Key stats:
- Pickup on-time performance (Increase from FY 2024): 87.31%
- Note: Pickup on-time performance is considered to be within a 30-minute window of the scheduled time
- Drop-off on-time performance: 82.40%
- Note: Drop-off on-time performance is considered to be within 0-15 minutes of the scheduled time
- Preventative maintenance completed on time: 100% (Exceeding our target of 99% for the 4th consecutive fiscal year)
- Miles between major vehicle failures: 92,052 (Up from 30,151 in FY 2024 and exceeding our target of 12,500)
- Preventable collisions per 100,000 miles: .26
Fiscal Stewardship
Despite rising operational costs amidst inflation, growing trip volumes, and as routes become more complex, GoDurham ACCESS has maintained a relatively stable long-term cost structure. Keeping costs stable while expanding our service highlights our dedication to deliver fiscal stewardship alongside high-quality care for our riders.
Key stats:
- Average cost per trip: $40.99 (Nearly on par with the average cost per trip of $40.13 in FY 2024)
- Paratransit expenses: $7.7 million
- Microtransit: $122,240
- Senior Shuttle: $86,929
Partnerships
To support our service capacity, we continued to partner with UZURV and introduced with SilverRide to our network. To align with GoDurham ACCESS' rigorous standards, operators from both undergo comprehensive safety training, thorough background checks, and mandatory substance testing.
Key stats:
- Combined total trips: 36,712
- Combined on-time performance: 98.25%
What's Next
- To support the growing needs of our community and our operations, GoDurham officially secured property for a future dedicated ACCESS Operations and Maintenance Facility. This major investment will support long-term service improvements, improve fleet storage, and enable better efficiency for our operations.
- Our commitment to the rider experience goes far beyond the vehicle ride itself. We continue to prioritize clear rider communication and aim to quickly resolve issues to maintain top service quality, and will continuously explore news ways to actively engage with our community.