carpooling services, bikesharing services, carsharing services, e-scooter sharing services, ridehailing services, and fully automated vehicle services, with a focus on shared services.

• Population. The target underserved community for which solutions are desired to increase the use of and access to the technology identified. Consistent with the scope of this project, the playbook primarily focuses on the following population groups: people aged 65 years or older, people who speak little or no English, people with disabilities, people with low incomes, and people residing in rural areas or on tribal reservations.

While there is a specific focus on transformational technologies and underserved populations, the information, tools, and strategies presented in this playbook are transferable and should be considered when addressing the needs of new services or other population groups. The inherent flexibility and adaptability of the plays enable them to be customized and tailored to diverse contexts, ensuring that the playbook retains its value as a resource for a wide range of stakeholders.

This playbook describes scenarios that address specific barriers to accessing transformational technologies by recommending promising strategies to help mitigate the obstacles to use. Each scenario is a formal “play” to help reduce gaps or mitigate barriers to specific transformational technologies that are experienced by underserved communities. The playbook consists of 10 plays, each encompassing an overview of the play, the barriers associated with it, and strategies for overcoming those barriers.

Emerging technologies are typically deployed in high return-on-investment (ROI) environments, but there is a growing need to prioritize underserved communities to achieve a balance between feasibility and equitable distribution. This is not an easy task and requires consideration of several key questions. The playbook provides insights into such implementation-related questions (including duration and cost) and provides a checklist related to the following focus areas:

• Defining Overall Program Needs. In the effort to eliminate barriers to accessing transformational technologies, having a clear understanding of the intent of the service and the boundaries within which it is operating is essential. This understanding must be gained through the perspectives of those being served and in the context of what can be achieved with available resources. This step cannot be bypassed even by those with the most earnest of intentions and must be a key part of the implementation policy in every case.
• Communicating and Adapting with the Target Population. One of the biggest hurdles to overcome is communicating with an underserved population. It is key for the success of the program to open this line of communication in a way that is comfortable and conducive to learning the community’s real needs. As transportation providers or practitioners, it might seem easy or reasonable to assume the needs of travelers and where people want to go. Transportation needs must be viewed through the eyes of the participants for their true needs to be properly defined. In cases of success or failure, as well as during negative events, it is crucial to establish clear and transparent communication channels as part of the response. Agencies approach these projects with the intention of success but must also prepare for potential challenges or negative outcomes. It is critical to communicate the complete story to foster confidence and garner support.
• Assessing Funding Approaches. Funding scenarios for these programs can be complicated depending on the role public agencies and private companies take in planning and deployment. Decisions about public- or private-sector lead should be carefully weighed.
• Maintaining Compliance. Funding for these programs can come with strict requirements and recordkeeping. The implementor must be able to demonstrate attention to detail to ensure compliance. Having a plan to meet all the requirements before the operation begins is essential.

• Evaluating Vehicle Autonomy. As a still-developing technology that stands to offer a massive change to transportation, automated vehicles (AVs), including shared AVs, must be assessed for their ability to respond to current transportation gaps and barriers.
• Exploring Private-Sector Implications. The implementation of transformational technologies by private-sector entities gravitates to the locations and services with the greatest efficiency and highest return first. These decisions can limit access to these services, and the greatest impact is felt by those with limited means and those with accessibility limitations. The increasing sophistication of transformational technologies also provides opportunities to facilitate broader access.
• Examining Other Factors. There are some challenges facing the implementation of transformative technologies that are particularly difficult to overcome or are far beyond the ability of the implementing agency to control or influence.

It is essential to emphasize that the implementation of the outlined steps will not only promote fairness and equity but also significantly enhance the lives of people from underserved communities and others. For example, currently, paratransit and other scheduled ride services can be inconvenient and challenging to use, particularly for new or occasional users who must schedule their trips a day in advance and face uncertain pickups. However, by overcoming these barriers and providing more flexible transportation options, agencies can make a tangible difference in the quality of life for underserved individuals.