A Vehicle for Change

GoLine’s Transit Transformation in Florida

In Indian River County, Florida, what began as a modest door-to-door service for seniors has transformed into a comprehensive public transit system providing over one million trips annually. At the center of this remarkable evolution is Senior Resource Association (SRA).

“We’ve been providing services in Indian River County for more than 50 years now,” explains Karen Deigl, President and CEO of Senior Resource Association. “Being the lead agency on aging in Indian River County, we provide services to seniors-and the transportation aspect began almost right away. We were providing door-to-door services to take seniors to and from adult daycare programs and a couple other places in the county, like medical appointments.”

The organization’s transportation role expanded significantly in 1992 when it was designated as the Community Transportation Coordinator (CTC) for Indian River County. As the population grew, so did the need for public transportation. What began as a few routes eventually became Indian River Transit, which later evolved into today’s GoLine. Chris Stephenson, Director of Transportation at Senior Resource Association, points out how far they’ve come: “When Karen came on board it was a very antiquated system that she’s really helped bring into the 21st century.”

When Deigl assumed leadership in 2006, the system provided approximately 250,000 trips annually. What started as five designated fixed routes has multiplied into a network that operates throughout Indian River County. “We now have 14 routes, and 88 percent of the county’s residents live less than three-fourths of a mile from a bus stop” Deigl states with pride. The numbers tell a compelling story of growth. “We are currently providing 1.35 million trips a year on the GoLine. And our Community Coach provides about 49,000 door-to-door trips per year,” says Deigl.

This expansion required thoughtful planning and execution. The team focused on removing transportation barriers and enhancing accessibility throughout the region, including Martin County, where SRA is also the CTC. By implementing easy to read route maps, color-coded lines, and numbered routes, they made the system intuitive for riders of all ages and backgrounds.

Beyond geographic expansion, the services themselves have evolved. While GoLine provides fixed-route public transportation, Community Coach continues the organization’s original mission of providing paratransit services for the elderly and those with specific needs. This dual approach ensures comprehensive coverage for the entire community, maintaining SRA’s service to seniors and the broader public.

Technology and Safety Innovations

The leap from paper schedules to digital real-time tracking marks one of GoLine’s most significant advances. “We’ve evolved to where people can use our app to see bus locations in real time,” Stephenson explains. “”Someone doesn’t have to read a paper map and hope the bus is on time. They can stand by the bus stop and see where the bus is and how long until the bus gets to them.”

This tech transformation encompasses the demand-response program as well. “People on Community Coach can use the app to book their trips,” adds Stephenson, illustrating how digital tools have simplified access for all users.

Safety enhancements parallel these technological improvements. “We’ve initiated a lot of safety changes with audio and visual cameras on all of our vehicles. We can view them live in our office, and the sheriff’s office has a live view into all of our vehicles as well,” Stephenson points out. “That’s one of the ways we’ve conveyed to our community that riding the bus is safe.”

Physical infrastructure improvements complete the modernization picture. “We’ve installed over 70 bus shelters, and we have 504 total bus stops in the community,” says Stephenson. “We’ve also added enhancements for our disabled clients like annunciators on the vehicles that call out the names of each stop” notes Stephenson. “If we have riders with visual impairments, they can hear what bus stop they’re approaching.”

Community Partnerships

Strong relationships with government agencies provide the foundation for GoLine’s continued success. “We have really good relationships with the Florida Department of Transportation (FDOT) and the Florida Commission for Transportation Disadvantage,” Deigl says. “Most important are the relationships with our local community and our Board of County Commissioners (BOCC).”

Stephenson notes the practical collaboration with state agencies: “We have a very good relationship with FDOT, both in Tallahassee and in our district office in Fort Lauderdale. Anytime FDOT makes improvements to the state roads in Indian River County, they ask us, ’What can we do to help with bus stop upgrades or infrastructure changes?’ They are great partners for public transportation.”

The Florida Department of Transportation has actively sought to bridge knowledge gaps between transit and planners. “FDOT started a program two years ago called the Transit Immersion Leadership Experience (TILE) Program where transit and FDOT professionals work together” explains Stephenson. “Transit professionals learn what happens on the FDOT side of things; and FDOT employees learn what happens on the transit side.”

Local planning relationships prove equally vital. “We work very very closely with the Metropolitan Planning Organization staff for all of our transportation planning so that we know the big picture of what our community needs from us,” Deigl explains.

Meeting Growing Community Needs

Trust built over years has allowed GoLine to secure additional funding for expanded services. This trust recently translated into tangible service improvements after community feedback indicated the demand for longer operating hours. “After we completed our Transportation Development Plan, it was identified that the community wanted longer service hours. We had been ending our hours at seven o’clock on weekdays. The public wanted it extended,” Deigl explains. “So, we were funded for expanding hours on weekdays, as well as Saturdays.”

Securing this expansion required a funding partnership. “That had to be funded from an FDOT Service Development Grant, but also matched with local dollars, which our BOCC agreed to provide,” says Deigl. The investment quickly paid dividends: “Ridership has increased overnight by 20%. We will hit 1.45 million annual trips this year for the first time ever.” A staggering number in a county of only approximately 166,000 individuals.

This responsiveness to community needs forms a central part of GoLine’s operational philosophy. “We pride ourselves in providing the best service possible,” Deigl emphasizes. The organization continuously monitors ridership patterns, seeking ways to enhance service frequency, expand coverage areas, and improve the overall rider experience.

Fare-Free Public Transportation for All

Despite Senior Resource Association operating GoLine, its services go beyond the elderly population. “Our GoLine, the fixed route, is public transportation, and there is no fare,” Deigl clarifies. “Public transportation is for anyone to ride.”

The system’s fare-free policy removes economic barriers to mobility, though basic safety protocols remain in place. “Anyone under the age of 12 needs to be accompanied by an adult,” Deigl explains.

The fare-free approach has proven effective in encouraging ridership across demographic groups. By eliminating the need for expensive payment collection systems, potential fare disputes, and exact change requirements, GoLine has streamlined operations while making transportation accessible to all income levels. Senior Resource Association’s dual-system approach—combining open fixed routes with specialized paratransit services—allows it to efficiently meet different community needs.

Transit as a Community Connector: Vision for the Future

The impact of public transportation isn’t just about moving people from point A to point B. “One of the things people don’t think about is that public transportation is vital to keeping communities connected and economies thriving,” Stephenson reflects. “Even people who don’t rely on public transportation rely on people who do.”

This ripple effect makes transit systems like GoLine essential infrastructure for community vitality. “Whether it’s a big urban system or a smaller, very specific system like ours in Indian River County, whenever public transportation delivers economic opportunity, whenever it’s functioning at its highest, it can be transformative to communities,” says Stephenson. “I like to say public transportation is a vehicle for change,” he adds.

For Deigl, the mission remains deeply personal. “My statement has always been that I want to be able to provide transportation so individuals have a better quality of life,” she says. This drives her forward-thinking approach: “We are always thinking ahead, thinking what is the need in the community? How can we better provide services to the community?”

Looking ahead, GoLine aims to enhance service frequency, add Sunday service, explore micro-transit options, and continue technological advancement. “We’re always looking at providing more services. We look at further expanding hours. We look at route frequency. Are there pockets in our community where we could provide new or different services?” Deigl asks. “In the last five years, there’s been a rise of micro-transit options in the state of Florida, and we are looking to enhance that, but only if it makes sense for Indian River County.”

As GoLine moves forward, its leadership remains focused on the human impact of their work. “Nothing is worse than being isolated,” Deigl observes. “Transportation is one way that we can eliminate isolation.” In a world that briefly experienced collective isolation during COVID-19, this mission resonates with renewed clarity, driving GoLine’s continued expansion and innovation in service of its community.

At a Glance

Who: Senior Resource Association’s GoLine Transit
What: A comprehensive, fare-free public transportation system that evolved from a senior service organization.
Where: Indian River County, Florida.
Website: www.seniorresourceassociation.org/services/goline