Skip to main content
Audit

Audit  Audit of the Lowell Regional Transit Authority

Our audit determined whether LRTA delivered on-time paratransit services required by the Americans with Disabilities Act (ADA) in accordance with its “Road Runner Standard Operating Procedures” and its contract with MV Transportation. We also assessed whether LRTA ensured that ADA paratransit complaints were processed in accordance with its “Road Runner Standard Operating Procedures” and Section 27.13(b) of Title 49 of the Code of Federal Regulations.

Organization: Office of the State Auditor
Date published: June 7, 2023

Executive Summary

In accordance with Section 12 of Chapter 11 of the Massachusetts General Laws, the Office of the State Auditor has conducted a performance audit of the Lowell Regional Transit Authority (LRTA). In this performance audit, we determined whether LRTA delivered on-time paratransit services required by the Americans with Disabilities Act (ADA) in accordance with its “Road Runner Standard Operating Procedures” and its contract with MV Transportation. We also assessed whether LRTA ensured that ADA paratransit complaints were processed in accordance with its “Road Runner Standard Operating Procedures” and Section 27.13(b) of Title 49 of the Code of Federal Regulations.

Below is a summary of our findings and recommendations, with links to each page listed.

Finding 1
 

LRTA did not identify minimum on-time performance standards and measures for, or verify the accuracy of reports provided by, its paratransit management contractor.

Recommendations
 
  1. LRTA should ensure that its paratransit management contracts include performance surety language and minimum on time performance standards and measures. It should also develop a policy to include this information in its contracts.
  2. LRTA should implement monitoring controls to ensure that its employees verify that ADA‑required paratransit ride information provided by MV Transportation is complete and accurate.

Finding 2
 

LRTA did not comply with accessibility requirements, or follow required procedures, for ADA paratransit complaints.

Recommendations
 
  1. LRTA should update its website to include the process for filing an ADA paratransit complaint.
  2. LRTA should update its website to include the name, address, telephone number, and email address of the designated LRTA employee responsible for overseeing MV Transportation’s administration of the ADA paratransit complaint process.
  3. LRTA should ensure that MV Transportation fills out a complaint form for each ADA paratransit complaint received.
  4. LRTA should implement a complaint log (manual or electronic) that includes the date each complaint was received and a complaint identification number to ensure that MV Transportation records all complaints it receives for LRTA.
  5. LRTA should ensure that complainants receive acknowledgements of their complaints within two business days.

Table of Contents

Downloads

Open PDF file, 894.51 KB,  Audit of the Lowell Regional Transit Authority (English, PDF 894.51 KB)

Help Us Improve Mass.gov  with your feedback

Please do not include personal or contact information.
Feedback