Transcript TPB Technical Committee Results from the TPB Independent Review of MetroAccess Item 4 November 7,1

TPB Technical Committee
Results from the
TPB Independent Review
of MetroAccess
Item 4
November 7,
2008
1
Background
 2006 TPB Demand
Responsive Study
Recommended Review
Overseen by TPB Committees:
• Access for All Advisory
Committee (AFA)
• Human Service
Transportation
Coordination Task Force
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Review Areas
• Service Quality and
Performance Monitoring
• Eligibility Determinations
• Rider Input and
Customer Service
• Policy and Planning
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MetroAccess Users
24% are wheelchair users
51% are African American
Median income is $24,000
Median age is 60
Registered Users
Source: WMATA Survey, December
2002.
Source: Office of MetroAccess,
October 2008.
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Service Contract
• Structure of the MV
Transportation contract
is unusual
– Both a broker and
operator
– MV Operates over 60%
of the service
• MV contract up for
renewal in January 2010
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Significant Improvements
On-time
performance,
missed trips and
no-shows have
improved
Customer
complaints are
responded to
more efficiently
FY2008
2006
2006: January to June
FY2008: July 1, 2007 to June 30, 2008
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Significant Improvements
Staffing Increases
Staffing levels
have vastly
improved
Communication
with customers
has improved
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Significant Remaining Challenges
Staff
turnover
remains a
concern
Annual Staff Turnover Rates
Early pickups and dropoffs and
excessively
long trips are
an issue
8
Significant Remaining Challenges
Eligibility
determinations are
taking too long
Contract Structure is
an underlying problem
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Recommendations for WMATA
Work with MV Transportation
to:
-Reduce employee turnover
and retain quality and
experienced staff
-Reduce early and late dropoffs and pick-ups and long
ride-times
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Recommendations for WMATA
-Adopt a long-term
capital plan
-Change the future
contract structure
-Simplify the recertification process for
individuals with “permanent” disabilities
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Next Steps
On November 19, the TPB will be
briefed on the recommendations and
asked to transmit the report to the
WMATA Board
AFA and Human Services
Transportation Coordination Task Force
will continue to work with WMATA to
ensure good service and cost efficiency
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