The Challenge
Before implementing TransTrack Manager, Marin Transit relied on a in-house database built by staff to manage rider data and program reporting. While the system worked initially, it quickly became a bottleneck with fragmented data, manual processes, and staff turnover, making accurate reporting and efficient enrollment nearly impossible.
Key Pain Points
- No cloud access: Staff couldn’t easily access or update data across locations.
- Limited internal expertise: Only a few individuals understood how to maintain or update the Access database.
- Siloed data management: New programs and policy changes were tracked in standalone spreadsheets and Google Docs, creating room for error.
- Staff turnover challenges: Every new hire required significant training, often leading to data entry errors and delayed reporting.
- No holistic view of riders: The agency lacked a unified way to manage eligibility and enrollment across all programs.
As Marin prepared for a major program overhaul, it became clear the existing setup was creating a barrier to success and was no longer sustainable.
Driving Long-Term Success
Marin Transit needed a solution that could:
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Centralize rider data in one cloud-based system
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Reduce administrative workload
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Improve data accuracy and completeness
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Unify all program eligibility data in one place
TransTrack Manager delivered on all these priorities—streamlining eligibility management and providing agency-wide visibility into data inputs.
The Solution: Demand Response Eligibility Module
Marin adopted the TransTrack Manager Demand Response Eligibility module, which immediately addressed core gaps:
How It Helped:
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Delivered a cloud-based platform accessible to all teams
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Centralized data inputs—going from six platforms to manage rider data and program reporting to just one
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Reduced administrative burden for enrollment staff
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Improved oversight and transparency at the agency level
For the first time, staff and leadership had visibility into data inputs that previously lived in disconnected files.
The Impact: From Fragmented to Unified
Improved Oversight & Process Optimization: Centralizing eligibility and enrollment data gave Marin Transit a clear, agency-wide view of rider programs. This visibility enabled staff to refine workflows, improve customer service, and strengthen enrollment processes over time.
Operational Efficiency: Dedicated staff experienced noticeable time savings and fewer data errors, reducing administrative strain and freeing up resources for higher-value tasks.
Faster Customer Service Response: Quick access to rider enrollment information allows staff to resolve inquiries faster and deliver a better rider experience.
“It’s helpful to have quick access to rider enrollment info and a variety of data from across the agency in one place. The implementation was fairly seamless, and we’ve been able to rethink and fine-tune our enrollment process over time.” — Marin Transit
Building a Stronger Future
Marin Transit moved from a fragmented, error-prone system to a centralized platform that supports confident decision-making and a stronger enrollment experience—laying the foundation for continued optimization and long-term program growth.
Join agencies like Marin Transit in transforming data management and rider support. Discover how TransTrack Manager can help your transit agency.
