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SECTION 2
Operations Decision Process
This section of the Resource Guide provides a suggested operations decision process developed
for use by transit agencies that are planning to commingle ADA and non-ADA paratransit riders
using the same vehicles, although the decision process also can be used by agencies choosing to
provide ADA and other paratransit services using separate vehicle fleets. This guidance is based
on the background research conducted as part of this project, including a survey of 121 transit
agencies of various sizes from across the country. The survey information was supplemented by
site visits and telephone interviews with 18 transit agencies, along with additional research and
the research team's own knowledge of the industry.
As stated in Section 1, the research team recognizes that sometimes the decision to commin-
gle paratransit riders is made based on the outcome of a formal planning process and other times
the decision may be based on political decisions or other external influences with little formal
planning input. Even if the decision already has been made, it is useful to review the steps out-
lined in the planning decision process described in Section 1 to identify any areas that warrant
further discussion prior to moving into the operations decision phase. In particular, it is useful
to document in writing the stated purpose and goals for commingling riders. This exercise is very
helpful if issues arise later because service has evolved or changed from its original design or
implementation. It is also critical to identify any potential capacity and/or funding constraints
that could affect sustainability of the program, particularly any potential negative impacts on the
provision of required ADA paratransit service.
The materials in this section are designed to stimulate a logical thought process to ensure
that what has been planned--formally or informally--is put into operational practice to achieve
the stated purpose and goals of the commingled services. This document is not intended to
provide a step-by-step guide to operating paratransit services; there are many other resources that
provide that type of information, some of which are documented in Appendix C. Additionally,
there are numerous reports, trainings, workshops, and webinars that are offered through govern-
ment and trade associations including the American Public Transportation Association (APTA),
Community Transportation Association of America (CTAA), Easter Seals Project ACTION (ESPA),
FTA, National Transit Institute (NTI), and the TCRP. A 43-page resource document--Innovative
Practices in Paratransit Services--was published by ESPA in 2002 and may be useful as a supplement
to this report (Multisystems 2002).
The operations decision process presented in this section focuses on developing policies,
procedures, practices, and performance monitoring strategies to ensure success. An overview
of the operations decision process is shown in Figure 2-1. In the electronic version of this report
(available online at www.trb.org by searching for "TCRP Report 143"), each major compo-
nent of the operations decision process is color coded as follows:
A. "Establish Passenger Eligibility Requirements" is shown in red.
B. "Develop Operating and Cost Allocation Policies and Procedures" is shown in blue.
30
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Decision to MARKETING &
implement OPERATING REPORTING
commingled ADA EDUCATION
& non-ADA POLICIES
service
Combined Separate
program info program info
Same policies Document operating
for ADA and policies and
non-ADA procedures Document reporting
requirements
Different
policies for Develop information and marketing materials
ADA and
non-ADA
Design monitoring and evaluation program
Develop operating
Assess changes Develop detailed
Establish rider eligibility policies
needed for reporting
processes: technology
No changes procedures
- ADA paratransit rider needed Assess performance of ADA and non-ADA service
eligibility
- Non-ADA paratransit rider
eligibility Develop cost-sharing
policies
Calculate fully Changes Meets ADA Meets other
allocated cost/trip needed regulatory service performance
criteria? criteria?
Calculate marginal Develop billing
cost/trip procedures for non-
ADA programs Procure needed
Calculate cost/trip for technology Adjust performance as
commingled non-ADA needed
service
Negotiate agreements with
non-ADA programs
Continue to
monitor ADA &
PASSENGER COST Non-ADA service
performance
ELIGIBILITY ALLOCATION TECHNOLOGY MONITORING
Figure 2-1. Operations decision flow chart.
