Department of Veterans Affairs’ Transportation System: Stakeholder Perspectives on the Current and Future System, Including Electric, Automated Ride-Sharing Services

The Department of Veterans Affairs (VA) transportation system plays an important role in ensuring access to transportation services for Veterans, particularly those in rural or underserved areas. However, concerns remain regarding the effectiveness of collaboration among the various VA transportation stakeholders. Persistent transportation challenges hinder Veterans' access to essential healthcare services and resources. Electric, Automated Ride-Sharing Services (ARSS) offer a promising opportunity to enhance transportation access, however their current limitations and the perspectives of VA transportation personnel must be considered. This study explored the current perspectives of the VA transportation system and assessed ARSS as an innovative and sustainable alternative through interviews with eight VA transportation stakeholders representing seven transportation sectors. Findings revealed the VA’s strengths, including personalized service, flexible accommodations, and collaborative care models, but also identified challenges, including limited funding, staff shortages, volunteer constraints, and restrictive eligibility criteria. The introduction of ARSS was identified as an opportunity to alleviate some of these constraints by reallocating human resources and improving access to essential services, although concerns remain regarding ARSS’s ability to accommodate Veterans with disabilities and address rural route complexities. Effective communication strategies and streamlined coordination were key recommendations for improving service delivery and expanding transportation access for Veterans.