Overview
The Montachusett Regional Transit Authority (MART) did not follow its performance standard for untimely drop-offs. Specifically, 1,290 out of 28,482 (4.5%) scheduled trips had untimely drop-offs that were either 30 minutes or more before the scheduled drop-off time or were after the scheduled drop-off time. In addition, MART was unable to provide us with documentation for 16 out of the 47 sampled trips with untimely drop-offs to explain why each of these 16 Americans with Disabilities Act (ADA)–required paratransit riders were not dropped off on time.
By not ensuring timely drop-offs to ADA-required paratransit riders, MART risks the reliability of transportation services provided to individuals who rely on ADA-required paratransit services. Furthermore, not documenting the reasons for untimely drop-offs prevents MART from understanding the causes of and remediating unsatisfactory performance.
Authoritative Guidance
Section 37.23(a) of Title 49 of the Code of Federal Regulations states,
When a public entity enters into a contractual or other arrangement (including, but not limited to, a grant, subgrant, or cooperative agreement) 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.
MART’s “ADA Paratransit Service Standards” states,
MART will not drop off a passenger more than 30 minutes before the appointment time and no later than the appointment time.
MART’s untimely drop-off standard is under 3% for all ADA Service. MART will monitor untimely drop-offs monthly to ensure the standard is being met.
Reasons for Issue
During an interview with MART on February 10, 2023, MART management told us that some of the data was incorrect because of data entry errors in the recorded arrival times for excessively untimely drop-offs (for example, an arrival time recorded as 10:30 p.m. instead of 10:30 a.m.). MART management also told us that the monthly performance monitoring reports did not always include explanations for untimely drop-offs, specifically when there were previously documented concerns about the drop-off locations (for example, there was one location on a main road where rider drop-off was often delayed by traffic and/or vehicle pickup and drop-off lines).
Recommendations
- MART should monitor all trips to ensure that it meets its performance standard of no more than 3% for untimely drop-offs.
- MART should ensure that it records and retains documentation for all untimely drop-offs.
Auditee’s Response
MART will review all paratransit trip performance data monthly to ensure paratransit trips are meeting the performance standard for untimely drop-offs.
MART will record and retain documentation for all untimely drop-offs in a database software that allows for accurate analysis of data which will be utilized to develop service improvements to resolve untimely drop-offs.
Auditor’s Reply
Based on its response, MART is taking measures to address our concerns on this matter.
| Date published: | August 30, 2023 |
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