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Audit

Audit  Audit of the MetroWest Regional Transit Authority

Our office conducted a performance audit of the MetroWest Regional Transit Authority (MWRTA) for the period October 1, 2019 through September 30, 2021.

Organization: Office of the State Auditor
Date published: August 29, 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 MetroWest Regional Transit Authority (MWRTA) for the period October 1, 2019 through September 30, 2021.

In this performance audit, we assessed whether MWRTA delivered paratransit services required by the Americans with Disabilities Act (ADA) on time in accordance with Section 37.23(a) of Title 49 of the Code of Federal Regulations and MWRTA’s The MetroWest Ride Guide. We also examined MWRTA’s ADA paratransit complaint resolution procedures to determine whether MWRTA responded to ADA paratransit complaints in accordance with both Section 27.13 of Title 49 of the Code of Federal Regulations and The MetroWest Ride Guide.

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

Finding 1
 

MWRTA did not ensure that its contracted paratransit provider met its required minimum on-time pickup rate of 96%.

Recommendations
 
  1. MWRTA should monitor its contracted paratransit provider’s performance to ensure that it meets the on-time pickup rate of 96%.
  2. MWRTA should develop performance reports that correctly calculate on-time pickup rates based on its internal performance standard of a 15-minute pickup window.

Finding 2
 

MWRTA could not provide complete evidence that it investigated and responded to ADA paratransit complaints from its riders within the required timeframe.

Recommendations
 
  1. MWRTA should monitor all open ADA paratransit complaints to ensure that it investigates and responds to complaints from its riders within the required timeframe.
  2. MWRTA should document the date when an investigation begins; the date when an investigation ends; the date when MWRTA notifies a complainant of the resolution, which should be within 10 business days; and the actual text of MWRTA’s response.

Table of Contents

Downloads

Open PDF file, 836.13 KB,  Audit of the MetroWest Regional Transit Authority (English, PDF 836.13 KB)

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