Metro News Release

For immediate release: February 7, 2006

MetroAccess service improves

MetroAccess service has been improving since a new contractor, MV Transportation, took over the paratransit service three weeks ago.

"It’s not perfect, but the contractor is making gains and the service will continue to improve," said Pamela Wilkins, Acting Assistant General Manager of Customer Contract Services, who oversees the service.

The goal for on-time performance of the service is more than 93 percent. Preliminary data shows MV Transportation met or came close to meeting the goal last week. Preliminary on-time performance, which may change after official reconciliation of the data, was 92.5 percent Monday with 4,383 trips delivered. Of 3,969 calls received that day, 3 percent or 120 were complaints. This compares with Logisticare, the previous contractor, that had a monthly on time performance record 87.7 percent in December and 88.4 percent in November.

Three weeks ago a major reason for late or missed trips was out-of-date customer information. "The good news is MV Transportation has caught up on the backlog of outdated data for customers who have used the service in the last three weeks," Wilkins said. "For customers that are still experiencing delays, we ask for their patience as they encounter new drivers and reservation agents. They are learning fast, but many are still new to their jobs."

Beginning today, MetroAccess customers began receiving a telephone call alerting them that their MetroAccess ride had arrived to pick them up at the curb outside of the entrance of a prearranged location. "We’re asking customers to specify ahead of time the entrance of a building they will be leaving from if there are two or more entrances to a building," Wilkins said.

A MetroAccess ride guide, which explains the curb-to-curb transportation service’s guidelines, is being updated and resent to users. Conference calls also are taking place every Thursday between MetroAccess users, staff and MV Transportation.

Several improvements have been made to the MetroAccess service since MV Transportation began providing service Jan. 15. They include:

  • The verification of customer data continues. (Backlog of regular users completed Feb.5)
  • A weekly conference call available to MetroAccess customers with MV Transportation and MetroAccess staff is held each Thursday.
  • Metro and MV Transportation officials established an automated telephone calling "alert" service that places an automated call to a rider to let that individual know when the MetroAccess vehicle is approaching the pick-up location. (Fully operations Feb. 6)
  • Before the call "alert" system was fully operational, telephone calls were made to people with visual impairments to let them know that their ride was approaching. As of Feb. 6, all rides receive a call from a dispatcher or automated system.
  • Additional telephone lines were installed and are functioning in the MetroAccess Call Center to ensure customers can get through to agents (as of Friday, Jan. 20).
  • Plans are in place for MetroAccess riders to receive a copy of the MetroAccess Rider’s Guide in the mail to ensure that they know the guidelines for the service as required under the ADA and clarifies what customers can expect.
  • MV Transportation hired 10 additional temporary employees and brought over another 10 dispatchers to address the high call volumes.
  • MV Transportation has hired more than 250 new drivers.
  • A dialysis center coordinator established a hot line for dialysis patients and others with emergency transportation needs, and contacted all regional dialysis centers to ensure that MV is aware of all subscription trips which centers know about.

Summary of Last Seven Days of MetroAccess Service

Date

Tues.
Jan. 31

Wed.
Feb. 1

Thurs.
Feb. 2

Fri.
Feb. 3

Sat.^
Feb. 4

Sun.^
Feb. 5

Mon.
Feb. 6

On-time performance*

90.7%*

93.5%*

92.9*

91.1%*

88.4%*

89.8%*

92.5%*

Trips Delivered

4,575

4,515

4,303

4,439

1,563

1,118

4,383

Late Trips

357

169

225

311

139

86

240

Calls Handled

3,892

4,409

4,186

3,499

1,931

1,819

3,969

Complaints

82

79

88

94

    

120

*On-time performance statistics are preliminary and may change after the statistics are reconciled. Weekday service is a better indication of the paratransit on-time performance levels.

^Ontime performance was down slightly due to heavy rains on Saturday, and some drivers not showing up for work on Sunday. The customer service call center is closed on the weekends.

News release issued on February 7, 2006.