Transcript Paratransit Brokerage

Paratransit Brokerage:
A More Efficient Model for
ADA Paratransit Delivery
Welcome & Introductions
Alaina Maciá
President &
CEO
W.C. Pihl
Vice President of
Business Development
MTM & Ride Right’s Experience
MTM
 Managing transit
services since 1995
 28 states & DC
 8 million calls &
14 million trips annually
 1,400 service providers
Ride Right
 Established in 2009
 Vehicles in 12 states
 1 million trips per year
Where Does Brokerage Fit?
 Paratransit brokerage is just one
component of your paratransit &
mobility management program
 Typically transit agencies still need
traditional transit components
• Dedicated fleet
• Transit call center
Brokerage Cost Savings Opportunities
Lower vehicle
capital
Lower fuel costs
Reduced
maintenance costs
Reduced overhead
& labor costs
Better managed
peak & off-peak
service times
Partnerships
with high trip
generating
locations
A broker can help transit agencies achieve cost
savings while ensuring quality
Brokerage Gatekeeping
 The brokerage model should never create
complaints or increase utilization
 Reservations process follows agency rules
 Trip time negotiation
 Proper screening of trip types
 Compliance with budget constraints
Technology to Support Success
 Routing, scheduling & dispatching software &
tablets
 Cloud-based telephony & driver-facing applications
• Regionalized call center approach
• Remote monitoring of calls
• Real-time view of
on-street service
Recruiting & Credentialing Providers
 100% driver & vehicle credentialing
• Licensing, insurance & inspections
• Compliance with drug & alcohol
requirements
• Background checks
 Driver training
 Appropriate back-office
resources & technology
 Inclusion of taxi & TNC providers
Network Monitoring
 On-street observations
 Passenger surveys
 Monthly performance
monitoring & report cards
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On-time performance
Complaint rates
Productivity
Accidents & incidents
 Corrective action plans
 Comprehensive reporting
Partnering with Providers
 Effective communication through dedicated staff
 Prompt payment via direct deposit
 Logical trip assignment
with opportunities
for routing
 Driver incentives for
safe, timely service
Approaches to Paratransit Brokerage
MTM operates programs of both types
Livermore Amador Valley Transit Authority
(LAVTA) Wheels Paratransit
Approach
100% brokered
Location
Livermore, CA
Start Date
May 1, 2014
Subcontracted Providers
5
Number of Annual Trips
Approximately 53,000
Number of Annual Calls
Approximately 24,000
A High Profile Agency in a Large Urban Market
Approach
Partially brokered (10%)
Start Date
November 1, 2013
Subcontracted Providers
20
Number of Annual Trips
Approximately 360,000
Number of Annual Calls
Approximately 180,000
Questions?
Alaina Maciá
[email protected]
W.C. Pihl
[email protected]
Please send questions
directly to Ashley
Wright via WebEx