CapMetroAccess Software FAQs

CapMetro is replacing its outdated Access technology, and the change will impact riders and staff.

2023 Key Dates:

September 24th:

All rides must be temporarily booked through a live call center agent. MetroAccess Online and the automated telephone system will be unavailable.

October 1st: 

MetroAccess staff will begin using the new Spare Labs software. 

December 1st:

New rider services will be launched, including an iPhone/Android app and website. More details below

Frequently Asked Questions:

Access has had the same software platform since 2001. Despite repeated upgrades, it no longer meets the needs of our staff and riders. 

The software is called “Spare Labs” and will be used to operate all of Access functions, including eligibility, dispatch, and beyond. It was chosen as part of a competitive best-value procurement process performed by CapMetro. 

MetroAccess Online and the automated telephone system are connected to our existing software and allow riders to manage trips up to 6 days in advance. This must be discontinued to ensure riders’ trips are not mistakenly entered in the wrong software causing a disruption in service. 
We greatly appreciate your patience during this process as we allow staff and riders to get familiar with the new Spare Labs solution. Launching your new automated services on December 1st will give us the time and experience to prepare for assisting you with any troubleshooting or questions as you explore the new features.

Customers currently enrolled in notifications will be migrated to the new software automatically. You may opt in, opt out, or change your notification preferences through a live call center agent or (as of December 1st) through the RiderApp or RiderWeb. Choose your language (English or Spanish) and method (voice, text, email, or app). Notifications are provided as a courtesy and MetroAccess policies still apply. Notifications include:
  • Confirmed trip booking
  • Confirmed trip cancellation
  • Trip marked a no show
  • Vehicle arriving soon
  • MetroAccess eligibility expiring soon

  • Self-service trip booking, cancellation, and “Where’s My Ride” functions by App or Web. Live call center agents will still be available to assist you if you prefer.
  • Vehicle location on a map when your ride is nearby. 
  • Automated notifications to keep riders informed about their trips by voice, text, email, or app.
  • Hands-free boarding option with a photo ID on file and a secure credit card enrolled to auto-pay fares. 
  • Rate and review trips in real time. 
  • A variety of back-end efficiencies allow staff to better focus on the rider experience. 
  • Knowledgeable staff to provide assistance with questions and technical issues. 
  • ADA compliant rider web and app. 

  • Schedule is automatically reoptimized throughout the day, addressing on time performance, gaps in schedules, cancellations, and balancing workload seamlessly. 
  • Modern scheduling algorithm increases ridesharing and lowers back-tracking. 
  • First in-last out scheduling settings make it easier to assist riders.
  • Real time vehicle location eliminates the need to phone in location details to perform a no show or cancel at door.

  • Real-time access to data, will allow us to automate most reporting. 
  • Automated workflows to reduce reliance on paper records.
  • Simplified service maps.
  • Real-time update of customer contact information.
  • Real-time create/cancel of recurring trip requests. 
  • Real-time creation of most group trips. 
  • Real-time ETAs and vehicle tracking on a map. 
  • Automated trip scheduling & optimization. 
  • Queue of exception trips needing dispatch intervention.
  • Built-in on-time performance monitoring. 
  • Easily recognize where you have too much/too little service availability. 
  • Easy incident logging. 
  • Fully customized rider profiles. 
  • Fully customized workflows, status tracking, forms, letters, and timers. 
  • Letters exportable in various accessible formats (including Braille-ready).
  • ADA-accessible interface for staff and riders.