Overview
The MetroWest Regional Transit Authority (MWRTA) did not ensure that its contracted paratransit provider met its required minimum on-time pickup rate of 96%. MWRTA’s transit scheduling and dispatching system generated monthly on-time performance reports that indicated an on-time pickup rate of 99% for the audit period. However, using MWRTA’s Americans with Disabilities Act (ADA) paratransit service data, we determined that 5,891 trips (6%) out of 100,845 trips provided to ADA‑required paratransit riders during the audit period were late. Therefore, MWRTA’s on-time pickup rate for ADA-required paratransit services was actually 94%.
If MWRTA does not ensure that its contracted paratransit provider meets the required minimum on-time pickup rate of 96%, it risks incurring reputational losses. This may also impact the quality of services MWRTA provides to its ADA-required paratransit riders.
Authoritative Guidance
According to Section 37.23(a) of Title 49 of the Code of Federal Regulations,
When a public entity enters into a contractual or other arrangement . . . or relationship with a private entity to operate fixed route or demand responsive service, the public entity shall ensure that the private entity meets the requirements of this part that would apply to the public entity if the public entity itself provided the service.
MWRTA’s The MetroWest Ride Guide states that riders should “be prepared to wait up to 15 minutes after [their scheduled pickup] time.”
According to MWRTA’s 2020 Request for Proposal for Demand Response Services,
Service Delivery standards shall include, but are not limited to, the following:
On Time Performance shall be maintained at a minimum of 96% for all trips. On time performance shall be defined as a vehicle arriving at the correct passenger location, no later than fifteen minutes beyond the scheduled pick-up time communicated to the passenger by the MetroWest Call Center.
Reasons for Issue
MWRTA management stated that, when monitoring their contracted paratransit provider’s on-time pickup rate, they used the federal performance standard of a 30-minute pickup window, instead of MWRTA’s internal performance standard of a 15-minute pickup window included in The MetroWest Ride Guide.
Recommendations
- MWRTA should monitor its contracted paratransit provider’s performance to ensure that it meets the on-time pickup rate of 96%.
- MWRTA should develop performance reports that correctly calculate on-time pickup rates based on its internal performance standard of a 15-minute pickup window.
Auditee’s Response
The MWRTA closely monitors to ensure its contracted paratransit provider is held to the same standards MWRTA would be held to if providing the service itself. The contractor has in all instances met industry standard and [Federal Transit Administration] sanctioned on time performance measures. The MWRTA simultaneously holds itself to a higher standard than required or normal in the industry, while providing efficient and on time ADA trips. . . .
The MetroWest Ride Guide’s language in reference to on time performance lacks the precision and nuance of the difference between a pickup time and a pickup window. The MWRTA will take corrective action to improve the precision of language in the Guide to accurately reflect the pickup window, and how that relates to the on time performance. The MWRTA will engage ADA community members and organizations to assure that changes are done in an equitable manner, while upholding the highest standards.
Auditor’s Reply
We commend MWRTA for establishing on-time performance standards that exceed industry standards and the Federal Transit Administration’s guidance. Based on the response above, MWRTA is taking measures to address our concerns.
| Date published: | August 29, 2023 |
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