Instacart and TriMet have reported positive results from a pilot program aimed at improving service for older adults and riders with disabilities in the Portland, Oregon area. The initiative, launched in March 2024, provided Instacart+ memberships to over 200 eligible paratransit riders through TriMet’s LIFT program. This allowed participants to have groceries and household essentials delivered to their homes, supplementing traditional in-person paratransit rides.
The program is designed to increase independence and convenience for riders, many of whom face challenges with regular shopping trips. According to TriMet, the pilot led to a reduction in the need for certain trips, saving the agency more than $350,000 in its first six months. If expanded systemwide, annual savings could reach up to $4.5 million, freeing up vehicles and staff for other essential trips.
Instacart’s platform partners with over 1,800 retailers and offers delivery and pickup from nearly 100,000 stores across North America. In Portland, Instacart provides access to more than 40 local retailers and accepts EBT SNAP payments online. With Instacart+, participants in the program benefit from $0 delivery fees on orders over $10.
During the pilot, nearly 90% of the more than 280 paratransit riders offered Instacart+ memberships chose to participate. Over the course of the program, participants placed nearly 4,000 orders. More than half of these orders included fresh foods, and over 10% included additional household essentials such as pet food and medications. Participants reported high satisfaction with the service, with most orders receiving five-star ratings. The program is projected to save an average of $1,525 per rider annually.
TriMet received the 2024 Innovation Award from the American Public Transportation Association in recognition of the program’s impact and potential for broader adoption.
Eileen Collins Turvey, Director of Accessible Transportation Programs at TriMet, said, “For older adults and people with disabilities, weekly shopping trips can be stressful, physically demanding, and in some cases, impossible without assistance. Paratransit riders now have the ability to get fresh groceries and essentials delivered straight to their door. The overwhelmingly positive response from participants to our pilot underscores just how impactful such an offering can be to improving our riders’ quality of life and ensuring access to nutritious food while also helping TriMet deliver services more efficiently so we can better serve all of our riders.”
Sarah Mastrorocco, Vice President and General Manager of Instacart Health, added, “Grocery shopping is essential, but getting to the store can be especially challenging for older adults and people with disabilities. Instacart makes it simple to shop online and have fresh groceries, over-the-counter medication and everyday essentials delivered same-day. We’re proud that our platform is helping transit agencies like TriMet strengthen paratransit services in a way that supports the needs of its riders and ensures the service is cost-effective for the community.”
TriMet plans to expand the program further and has positioned it as a scalable model for other transit agencies. Additional information about partnering with Instacart for similar programs can be found at www.instacart.com/health.