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 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 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 amacia@mtm-inc.net W.C. Pihl wpihl@ride-right.net Please send questions directly to Ashley Wright via WebEx