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From page 35... ... 35 Survey Participants Based on the literature review and the synthesis team's knowledge of the industry, and in conjunction with the panel, the team identified and sought the participation of 32 transit agencies that collectively represented a wide range of ADA service models and geographic diversity. These 32 transit agencies are located on the map in Figure 6, and are listed in Figure 7 on the following page. Read the entire page →
From page 36... ... 36 aDa paratransit Service Models Context and Background The survey asked the agencies for various pieces of information intended to provide a broader understanding of the service, including service area size, other types of service offered, annual trips, and funding sources. Service Model To provide a better view of what roles are performed by a given agency or contractor, the survey asked the respondents to list which paratransit service delivery responsibilities were handled by which stakeholder. Read the entire page →
From page 37... ... Survey and Service profiles 37 Service Assets Responsibility to provide and maintain service assets, including vehicles, software, radios, and other equipment necessary for service delivery, is an important part of paratransit service delivery. The survey asked respondents to explain who was responsible for providing these various elements, and had a detailed breakdown of the types of vehicles provided by different parties involved in service delivery. Read the entire page →
From page 38... ... 38 aDa paratransit Service Models Contract Structure The survey asked respondents about how contractors are procured, the number of contractors, the reasons for selecting multiple contractors, the contract terms, the involvement of unions, wages and benefits, liquidated damages and incentives, mobilization costs, and the different ways contractors and brokers are paid. Contract Oversight In order to understand how the contractors are managed, the survey asked respondents to describe what methods are used to audit and monitor contractors, as well as to share the number of full-time employees dedicated to monitoring the contractors and how disputes are handled. Read the entire page →
From page 39... ... Survey and Service profiles 39 Ann Arbor, MI A-Ride Ann Arbor Area Transportation Authority (AAATA) Division of Responsibilities Agency Responsible for: Oversight, contracting, advanced reservations, scheduling, software, trip reconciliation, training, and fleet maintenance Contractor Responsible for: Same-day reservations, dispatch, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Basic Statistics (FY 2016) Read the entire page →
From page 40... ... 40 aDa paratransit Service Models contracted provider. Training is provided to the contractor on a "train the trainer" basis, with direct employee training handled by the contractor. Read the entire page →
From page 41... ... Survey and Service profiles 41 Atlanta, GA MARTA Mobility Metro Atlanta Rapid Transit Authority (MARTA) Division of Responsibilities Agency Responsible for: Oversight, contracting, reservations, software, and vehicles Dedicated Service Contractor Responsible for: Scheduling, dispatch, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, fleet maintenance Basic Statistics (FY 2016) Read the entire page →
From page 42... ... 42 aDa paratransit Service Models frequency, and service interruptions. Each of these liquidated damages and incentives is performed as a percentage of monthly revenue, typically in 0.5% increments. Read the entire page →
From page 43... ... Survey and Service profiles 43 Background MetroAccess is the ADA paratransit service offered by the Capital Metropolitan Transportation Authority, which serves Austin, Texas, and the surrounding area. MetroAccess provides service only in the three-quarter-mile ADA complementary paratransit corridor, and only provides ADA paratransit trips. Read the entire page →
From page 44... ... 44 aDa paratransit Service Models south base because MV operates accessible vehicles supplied by MetroAccess, while Ride Right uses self-supplied inaccessible vehicles. No more than 3% of trips are assigned to the non- dedicated provider, LeFleur, a contractor that primarily provides non-emergency medical transportation (NEMT) Read the entire page →
From page 45... ... Survey and Service profiles 45 inclusion of a non-dedicated provider has allowed for greater service flexibility and more costeffective service because it is only called upon when needed. Lessons Learned • Periodic evaluation and adjustment of service can be an effective means of motivating contractors to perform at a higher level of service. Read the entire page →
From page 46... ... 46 aDa paratransit Service Models Background The Massachusetts Bay Transportation Authority (MBTA) contracts with three dedicated service providers to deliver trips for its ADA paratransit service, called The RIDE. Read the entire page →
From page 47... ... Survey and Service profiles 47 • Using per-trip rates for providers where integrated non-dedicated service is in use makes sense, but severe liquidated damages for late and missed trips must be included to thwart tight scheduling. • Using per-RVH rates for providers under a centralized system reduces risk on both sides, but must include productivity incentives/liquidated damages to accompany service quality incentives/liquidated damages. Read the entire page →
From page 48... ... 48 aDa paratransit Service Models of the county, and with connecting service to neighboring transit systems. TOPS provides service beyond the three-quarter-mile fixed-route service corridor and service for older adults, which are commingled with ADA paratransit trips. Read the entire page →
From page 49... ... Survey and Service profiles 49 Chicago, IL ADA Paratransit Pace Suburban Bus Division of Responsibilities Agency Responsible for: Oversight, contracting, software, vehicles Call Center Contractor Responsible for: Scheduling and handling customers' ETA calls Dedicated Service Provider Responsible for: Reservations, dispatch, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Basic Statistics (CY 2016) Performance Standards Annual Trips: 3,103,008 Total Trips Productivity (Customer Trips per RVH) Read the entire page →
From page 50... ... 50 aDa paratransit Service Models mentioned providers, as well as a fourth dedicated provider that does not take reservations and is the designated carrier for longer trips and overflow trips. The dedicated providers can review their scheduled runs and ask to renegotiate trips that do not fit into their run structure. Read the entire page →
From page 51... ... Survey and Service profiles 51 that have been losing business to TNCs, and who are already providing services to ADA paratransit–eligible customers via Pace's alternative Taxi Access Program, which requires all taxi providers in the city of Chicago to accept the programs vouchers as payment. These efforts have helped Pace improve cost efficiency with greater productivity, offer better service quality, and better manage demand for the service. Read the entire page →
From page 52... ... 52 aDa paratransit Service Models Background Mainstream is the ADA paratransit service offered by COTA, which serves the Columbus, Ohio, metropolitan area. COTA contracts with one dedicated service provider who provides all call center and service delivery functions. Read the entire page →
From page 53... ... Survey and Service profiles 53 Dallas, TX Mobility Management Services Dallas Area Rapid Transit (DART) Division of Responsibilities Agency Responsible for: Oversight, contracting, software, road supervision, and training Dedicated Service Provider Responsible for: Reservations, scheduling, dispatch, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Non-Dedicated Taxi Subcontractor Responsible for: Service delivery Basic Statistics (FY 2016) Read the entire page →
From page 54... ... 54 aDa paratransit Service Models How It Works Mobility Management Services has contracted out both its call center and service delivery functions to the same firm, MV Transportation, which functionally operates as a turnkey operation. The dedicated contractor subcontracts out service to taxi providers. Read the entire page →
From page 55... ... Survey and Service profiles 55 • Using a taxi company to serve the majority of trips can enhance service flexibility. • The current service model also helps to better manage demand for the service and enhances service quality, as the agency only has to hold one contractor accountable for all functions. Read the entire page →
From page 56... ... 56 aDa paratransit Service Models taken via Access-a-Ride. The remaining 10% of trips are provided by taxicabs. Read the entire page →
From page 57... ... Survey and Service profiles 57 Houston, TX METROLift Metropolitan Transit Authority (METRO) Division of Responsibilities Agency Responsible for: Oversight, contracting, reservations, scheduling, dispatch, software, handling customers' ETA calls, road supervision, vehicles Dedicated Service Providers Responsible for: Service delivery, road supervision, training, vehicles, and fleet maintenance Basic Statistics (FY 2016) Read the entire page →
From page 58... ... 58 aDa paratransit Service Models 24 hours a day, though for next-day trips, reservations are only accepted up to 5 p.m. the day before. Read the entire page →
From page 59... ... Survey and Service profiles 59 Background RideKC Freedom is the ADA paratransit service provided by the Kansas City Area Transportation Authority (KCATA) , which also provides other senior transportation, Medicaid NEMT, as well as other human service transportation in the area. Read the entire page →
From page 60... ... 60 aDa paratransit Service Models workstations, and the telephone system. The non-dedicated providers (taxi service) Read the entire page →
From page 61... ... Survey and Service profiles 61 Background RTC is the regional public transportation agency serving southern Nevada, including Las Vegas. RTC provides ADA paratransit trips via its Paratransit Service, which operates 24 hours a day, every day of the year. Read the entire page →
From page 62... ... 62 aDa paratransit Service Models Contracting The service provider is contracted out with a 5-year base term, with a 3-year option followed by an additional 2-year option. Payment is based per service hour, with fixed costs paid separately from variable costs and split into equal monthly payments. Read the entire page →
From page 63... ... Survey and Service profiles 63 Los Angeles, CA Access Paratransit Los Angeles Metropolitan Transportation Agency/Access Services Division of Responsibilities Agency Responsible for: Oversight, contracting, road supervision, training, vehicles Dedicated Service Providers Responsible for: Reservations, scheduling, dispatch, software, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Non-Dedicated Service Providers Responsible for: Service delivery and vehicles Basic Statistics (FY 2016) Performance Standards Annual Trips: 4,334,872 Total Passengers Productivity (Trips/RVH) Read the entire page →
From page 64... ... 64 aDa paratransit Service Models Access offers some train-the-trainer sessions. Finally, the dedicated contractors are responsible for fleet maintenance, though Access provides oversight for fleet maintenance. Read the entire page →
From page 65... ... Survey and Service profiles 65 Milwaukee, WI Transit Plus Milwaukee County Transit System (MCTS) Division of Responsibilities Agency Responsible for: Oversight and quality assurance, contracting, software, and trip reconciliation Dedicated and Non-Dedicated Service Providers Responsible for: Reservations, scheduling, radio dispatch, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, fleet maintenance Basic Statistics (CY 2016) Read the entire page →
From page 66... ... 66 aDa paratransit Service Models Contracting Transit Plus contracts with two ADA paratransit van providers that split service between the north and south geographic zones using a 5-year contract with three 1-year options. The first, Transit Express, operates in the north zone, and is responsible for approximately 55% of all trips. Read the entire page →
From page 67... ... Survey and Service profiles 67 Nashville, TN AccessRide Metropolitan Transportation Authority (MTA) Division of Responsibilities Agency Responsible for: Oversight, contracting, reservations, scheduling, dispatch, software, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Non-Dedicated Contractor Responsible for: Dispatch, software, service delivery, training, vehicles Basic Statistics (FY 2016) Read the entire page →
From page 68... ... 68 aDa paratransit Service Models Contracting MTA contracts with Taxi USA provider on a 3-year term (set to expire in 2018) , with pertrip payment based on completed passenger trip served (including companions or PCAs) Read the entire page →
From page 69... ... Survey and Service profiles 69 Background NJ TRANSIT is the statewide public transportation provider in New Jersey, and provides ADA paratransit via its Access Link service. Access Link provides ADA paratransit within threequarter-mile ADA complementary paratransit corridor, with over 1.5 million annual passengers. Read the entire page →
From page 70... ... 70 aDa paratransit Service Models utilizing the services of local community agencies that provide individual in-person assessments for every applicant. NJ TRANSIT provides the sole point of contact for customers aside from service delivery. Read the entire page →
From page 71... ... Survey and Service profiles 71 • Using multiple providers creates cost efficiency by fostering competition. • Five of the six regional contracts are with the same company; the lack of competition among providers is one reason the service is costly. Read the entire page →
From page 72... ... 72 aDa paratransit Service Models the largest provider of ADA paratransit trips in the United States. ADA paratransit is provided throughout the service area, with trips allowed anywhere within the 300+ square-mile service area served by NYCT. Read the entire page →
From page 73... ... Survey and Service profiles 73 Lessons Learned • The increased use of non-dedicated service providers can have a disproportionate impact on the cost of delivering paratransit service. • Overlapping service areas helps eliminate service gaps in the area. Read the entire page →
From page 74... ... 74 aDa paratransit Service Models destinations, however, require transfers to other providers, with the exception of trips to or from San Francisco, where the passenger is taken to his or her destination. EBPC has historically used limited zones, but in the last 6 months has implemented zoning for all scheduled trips. Read the entire page →
From page 75... ... Survey and Service profiles 75 will also introduce new MDC/AVL units that are more compatible with EBPC's scheduling software, leading to further improvements. Lessons Learned • Using a broker has lowered administrative costs. Read the entire page →
From page 76... ... 76 aDa paratransit Service Models Background ACCESS is the ADA paratransit service provided by southern California's Orange County Transportation Authority (OCTA) Read the entire page →
From page 77... ... Survey and Service profiles 77 through economies of scale, while enhancing control over service quality and minimizing the risk for the contractor. The relationship with the contractor, and the fact that they provide a turnkey operation, has allowed the agency to try different things. Read the entire page →
From page 78... ... 78 aDa paratransit Service Models Orlando, FL ACCESS LYNX Central Florida Regional Transportation Authority (Lynx) Division of Responsibilities Agency Responsible for: Oversight, contracting, software, road supervision, vehicles Dedicated Service Contractor Responsible for: Reservations, scheduling, dispatch, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, and fleet maintenance Basic Statistics (CY 2016) Read the entire page →
From page 79... ... Survey and Service profiles 79 time in the call center, and liquidated damages for poor on-time performance, missed trips, productivity, and dirty vehicles. Results LYNX believes that its current service model is effective at creating cost savings through labor costs and minimizing the risk for the transit agency, but not for mitigating risks overall. Read the entire page →
From page 80... ... 80 aDa paratransit Service Models Background Customized Community Transportation (CCT Connect) is the ADA paratransit service provided by the Southeastern Pennsylvania Transportation Authority (SEPTA) Read the entire page →
From page 81... ... Survey and Service profiles 81 • Technology improvements can have a notable improvement on service delivery quality. • Multiple contractors can make it more difficult to make certain all contract elements are being properly followed. Read the entire page →
From page 82... ... 82 aDa paratransit Service Models responsible for the trips booked for the East Valley, Northwest Valley, and regional ADA paratransit services. Total Transit in turn has several subcontracts with taxi companies. Read the entire page →
From page 83... ... Survey and Service profiles 83 RPTA is planning to provide service using a mix of dedicated and non-dedicated providers beginning in the summer of 2017. The agency decided to alter its service in order to enhance service quality, to better balance cost and service quality, and to better manage demand for the service. Read the entire page →
From page 84... ... 84 aDa paratransit Service Models Background Pierce Transit is the public transportation agency serving Pierce County, Washington, and provides fixed-route bus service throughout much of the western part of the county, including Tacoma, Lakewood, and Puyallup. The service area also includes some parts of the Kitsap Peninsula across the Puget Sound, including Gig Harbor and Purdy. Read the entire page →
From page 85... ... Survey and Service profiles 85 • Contract liquidated damages and incentives should be vetted by operations staff in order to better understand their value and applicability. Pittsburgh, PA ACCESS Port Authority of Allegheny County/ACCESS Transportation Systems, Inc. Read the entire page →
From page 86... ... 86 aDa paratransit Service Models non-emergency medical transportation. ACCESS is also available to the general public, as a shared-ride service. Read the entire page →
From page 87... ... Survey and Service profiles 87 Portland, OR LIFT Tri-County Metropolitan Transportation District of Oregon (TriMet) Division of Responsibilities Agency Responsible for: Oversight, contracting, software, vehicles Dedicated Service Provider Responsible for: Reservations, scheduling, dispatch, handling customers' ETA calls, service delivery, trip reconciliation, and training Separate fleet maintenance contractor performs fleet maintenance Basic Statistics (FY 2016) Read the entire page →
From page 88... ... 88 aDa paratransit Service Models Contracting The call center and control functions and the service delivery functions are handled by a single contractor. Though the area is split into different regions, service responsibilities are retained under one contract. Read the entire page →
From page 89... ... Survey and Service profiles 89 Salt Lake City, UT UTA Paratransit Utah Transit Authority Division of Responsibilities Agency Responsible for: Oversight, contracting, reservations, scheduling, dispatch, software, handling customers' ETA calls, service delivery, trip reconciliation, road supervision, training, vehicles, and fleet maintenance Dedicated Service Providers Responsible for: Dispatch, service delivery, road supervision, training, vehicles, and fleet maintenance Basic Statistics (FY 2016) Performance Standards Operating Cost per Passenger: $23.64 Revenue Vehicle Hours: 195,345 Tracked Standard On-time Performance Missed Trip Rate Excessively Long Trips 90% 2% <1% Background The Utah Transit Authority (UTA) Read the entire page →
From page 90... ... 90 aDa paratransit Service Models trip rate, trip refusal, excessively long trips, customer complaints, and vehicle cleanliness. The contract also has provisions for vehicle inspections and preventative maintenance, as well as liquidated damages based on inadequate staff to meet demand. Read the entire page →
From page 91... ... Survey and Service profiles 91 San Francisco, CA San Francisco Paratransit San Francisco Municipal Transportation Agency (SFMTA) Division of Responsibilities Agency Responsible for: Oversight, contracting, software, road supervision, training, vehicles, and fleet maintenance Dedicated Service Provider Responsible for: Reservations, scheduling, dispatch, handling customers' ETA calls, service delivery, road supervision, training, and fleet maintenance Dedicated Service Provider Subcontractor Responsible for: Operations Alternative Taxi Providers Responsible for: Reservations, scheduling, dispatch, software, service delivery, road supervision, training, vehicles, and fleet maintenance Basic Statistics (FY 2016) Read the entire page →
From page 92... ... 92 aDa paratransit Service Models So, with respect to just ADA Paratransit, Transdev serves as the turnkey contractor for two services: • SF Access is a pre-scheduled, ADA-compliant van service providing door-to-door transportation for ADA-eligible customers. • The group van service provides rides for groups of ADA-eligible customers heading to the same location, including Adult Day Health Centers. Read the entire page →
From page 93... ... Survey and Service profiles 93 Transdev is also responsible for their administrative functions (including eligibility and fare media sales) and overseeing contracting of all the other San Francisco Paratransit programs. Read the entire page →
From page 94... ... 94 aDa paratransit Service Models Lessons Learned • Involvement of local government can enhance the effectiveness of ADA paratransit alternatives by requiring taxi participation. • Small information access improvements can greatly enhance call center functions. Read the entire page →
From page 95... ... Survey and Service profiles 95 How It Works King County Metro contracts out its call center and service delivery functions separately. The call center operator (First Transit) Read the entire page →
From page 96... ... 96 aDa paratransit Service Models Lessons Learned • The use of multiple contractors for different functions minimizes the risk for the agency, despite the loss of flexibility. • Satellite offices can be employed to allow for service delivery in comparatively remote service areas, which helps lower deadheading. Read the entire page →
From page 97... ... Survey and Service profiles 97 Fairfax, and the cities of Alexandria, Fairfax, and Falls Church. Customers may only make trips that begin and end within the three-quarter-mile ADA complementary paratransit corridor. Read the entire page →
From page 98... ... 98 aDa paratransit Service Models WMATA reports that its new service model creates cost efficiency through competitions and economies of scale, enhances control over service quality and productivity, and helps manage demand for the service. The agency reports, however, that the current model does not mitigate risks, and ensuring contractor compliance with the agreement can be difficult. Read the entire page →

From page 35...

... 35 Survey Participants Based on the literature review and the synthesis team's knowledge of the industry, and in conjunction with the panel, the team identified and sought the participation of 32 transit agencies that collectively represented a wide range of ADA service models and geographic diversity. These 32 transit agencies are located on the map in Figure 6, and are listed in Figure 7 on the following page.