New 5-year ACCESS paratransit contract signed

In the category of What in the World is RantWoman up to when not ranting on her Blog, an announcement posted almost verbatim from King County Metro about a new 5-year contract to provide paratransit services:

May 24, 2019 Dear members of (…)        I’m pleased to share with you at long last that King County has entered into a new contract with MV Transportation to provide Access services for the next five years, with the possibility of extending the contract for an additional five years. This new contract will go into effect this fall.  We are so proud that the new contract directly incorporates feedback from you and customers, caregivers, stakeholders and community organizations to ensure that Access has a stronger focus on performance, accountability, equity and social justice, customer service and continuous improvement. This is a major milestone. Thank you for all of your help in making this happen. Metro expects the new contractor to meet its performance targets in the first year of operation through phased approach. Some of the highlights of the new contract expectations in the first year include the following: Improved pick-up and drop-off windows to provide a better customer experience. The contract provides significant financial incentives to deliver quality service above established standards. Performance will be closely monitored, with disincentives should trips arrive very late, very early or are otherwise missed. Proactive outreach for historically underserved populations, including people with limited English proficiency, to provide improved multi-lingual access, including education about the program, assistance with applying to the program and scheduling trips. Integration of industry-leading technology, including a web-based customer interface for arranging trips and paying fares electronically. By using improved technology and data analysis, service will be more efficient and responsive. Ability to test and pilot more flexible scheduling options, including same day trips. MV Transportation has experience using non-dedicated services (taxis, for example) to maximize efficiencies. In-house Metro customer service, which will better connect Metro with its Access customers. This will also allow King County to provide independent tracking, investigation and accountability for the program. The current Access contract is being extended to Oct. 31 to ensure continued, uninterrupted service for customers and allow Metro to smoothly transition service. A retention plan was developed by MV Transportation for the nearly 600 current Access contract employees and drivers. As we prepare to implement this new contract, we look forward to working with you to ensure a smooth transition for customers, to set up MV for success, and to create a positive relationship between MV and the new Access Paratransit Advisory Committee. Thank you again for your role in improving Access service. Sincerely, Gwendolyn (Gwen) Clemens Contracted Services Managing Director King County Metro, Mobility Division 206-263-9686 (office) | 206-402-9882 (mobile)

www.kingcounty.gov/metro

RantWoman wants to express appreciation:

--For a protest that could have dragged on for months and months getting resolved so that everyone involved can get about the business of improving both paratransit service and service provider accountability.

--For everyone, the Transit Riders Union, the King county Auditor, Metro staff, King County Council and their staff and many others who have helped push things this far.

--The current Access Task Force for continuing to work with our different Strong Personalities, technologies to make meetings more accessible, and the complex contract management and service design task of paratransit services.

 

RantWoman’s further personal take:

RantWoman was on the Metro Accessible Services Advisory Commission (ASAC) when King County boards and commissions were getting consolidated as a result of sharply declining revenue projections after the Great Recession.  The ASAC got rolled into the Transit Advisory Commission, effectively half as many official citizen eyes, half as much official citizen meeting time to keep an eye on all the things about the old contract that people have now been complaining about for years. Maybe something to remember going forward.