The National Academies Press

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From page 19... ... 19 Introduction Based on the literature review and the synthesis team's knowledge of the industry, ADA paratransit service models can be categorized according to three primary elements: • Management structure. This boils down to the division of responsibilities relative to the four primary call center functions of reservations, scheduling, dispatching, and handling trip status or estimated time of arrival (ETA) Read the entire page →
From page 20... ... Source: Created by Nelson\Nygaard Consulting Associates. Figure 1. Read the entire page →
From page 21... ... Service Design archetypes and Contracting Strategies 21 the transit agency or by the contractor(s) Read the entire page →
From page 22... ... 22 aDa paratransit Service Models Split Structure -- Benefits and Challenges Under a split structure, the transit agency can perform all or some of the call center functions in-house, while vesting the responsibility for the other functions with the service provider contractor(s) Read the entire page →
From page 23... ... Service Design archetypes and Contracting Strategies 23 needed) ; and if the transit agency does not have the expertise in-house to establish, oversee, and modify particular approaches to delivering ADA paratransit service. Read the entire page →
From page 24... ... 24 aDa paratransit Service Models A criticism of operational brokers was that they were typically paid by the trip, and the brokers would turn around and procure less expensive but poorly performing carriers in order to maximize their profit. The relationship between the broker and the service provider contractors must be collaborative to work well, but the broker also needs to be prescriptive about the run structures and expectations. Read the entire page →
From page 25... ... Service Design archetypes and Contracting Strategies 25 management) , contractor procuring and oversight, and, in some cases, providing some or all of the supporting assets, such as facilities, vehicles, and software. Read the entire page →
From page 26... ... Source: Created by Nelson\Nygaard Consulting Associates. Figure 2. Read the entire page →
From page 27... ... Service Design archetypes and Contracting Strategies 27 Another major benefit is that there is more resiliency with more than one operations contractor. As mentioned, in the event a contractor defaults or suspends service (for whatever reason) Read the entire page →
From page 28... ... 28 aDa paratransit Service Models There are several additional nuances in cases in which a transit agency has implemented a zone- or region-based service area design: • Multiple service provider contractors assigned to more than one zone. In most cases, assignments are one-carrier-to-one-zone, although there are examples (in Pittsburgh, New York City, and Washington, DC) Read the entire page →
From page 29... ... Service Design archetypes and Contracting Strategies 29 persons who require access vehicles, then the NDSP contractor does not need to provide accessible vehicles. If this condition is not present, then more accessible vehicles need to be infused into the system, whether they are used for dedicated service, for non-dedicated service, or both. Read the entire page →
From page 30... ... 30 aDa paratransit Service Models conflicts of interest may exist, depending on how the contractor is paid and other contractual provisions. Relationship Between Service Models, Contractor Procurement Strategies, and Payment Structures The use of contractors to provide turnkey services, service delivery only, or some or all call center functions is fairly common and almost the norm for ADA paratransit, especially among larger systems. Read the entire page →
From page 31... ... Service Design archetypes and Contracting Strategies 31 expenses over a long period. Even in an unstable environment, carrier risk can be somewhat mitigated by adding renegotiation clauses to long-term commitments or by shortening the base contract periods. Read the entire page →
From page 32... ... 32 aDa paratransit Service Models or per-hour rate (and for call center contractors, sometimes a per-call rate) that covers the costs that vary with levels of service. Read the entire page →
From page 33... ... Service Design archetypes and Contracting Strategies 33 • A customer choosing to use the alternative service does not impact the customer's ADA paratransit eligibility or right to continue to request trips on the ADA paratransit service. • None of the vehicles used are owned, operated, or controlled by the transit agency. Read the entire page →
From page 34... ... 34 aDa paratransit Service Models agencies look at the before-and-after levels of ADA paratransit ridership to estimate those levels. Customer surveys, while less accurate, have also been used. Read the entire page →

From page 19...

... 19 Introduction Based on the literature review and the synthesis team's knowledge of the industry, ADA paratransit service models can be categorized according to three primary elements: • Management structure. This boils down to the division of responsibilities relative to the four primary call center functions of reservations, scheduling, dispatching, and handling trip status or estimated time of arrival (ETA)