Paratransit customers will experience better service from Access service vendors under the future contract, thanks to significant changes Metro released last week.
Formally the changes are in an addendum to an existing “Request for Proposals,” which is how Metro is seeking a contractor to provide the service. The updated language and requirements are the result of 13 workgroup sessions with customers, community members and community organizations spanning several months.
By meeting, listening and making changes, the community helped Metro ensure that our RFP fully addressed King County Auditor recommendations and community concerns. We anticipate getting proposals in August for the next five-year contract, and a new contract is scheduled to go into effect in summer 2019.
We are pleased that the amended RFP has a stronger focus on performance, accountability, equity and social justice, customer service, continuous improvement. We’ve included a new focus on both pick-up and drop-off windows to avoid having riders spend more of their day traveling than they prefer. We include financial disincentives when service runs late, and when the trip takes much more time than comparable fixed route transit service.
Stronger Performance
How will this work? Proposers are asked to provide cost estimates for three tiers of performance standards for example being on-time 92 percent, 95 percent and 96 percent of the time. Metro’s new disincentives for lateness are clear. The current contracts require a 90 percent on-time standard, but few disincentives apply. The new contract would have stronger protections against late operations. An example would have the contractor subject to disincentives of $35 per trip that operates 30-60 minutes late, and $100 (twice the current rate) for each trip that is an hour late or completely missed. Additional monthly disincentives also could accrue if system-wide trips operate below the 92-96 percent thresholds.
Metro is committed to continuously improving and creating new programs. For example, Metro is launching a pilot project for same day service in late 2018. And in the new contract we are calling on potential contractors to be innovative, to improve customer service and outreach to non-English speaking customers. Metro also will be moving customer service in-house for Access paratransit, a move that increases accountability and connects Metro better with its customers.
We will share updates as they become available. The customer engagement process took longer than planned, but the outcomes are so much stronger for our Access customers and we appreciate your patience.
Again, Access is a federal requirement, providing bus service for those who cannot ride regular fixed routes due to their disabilities. It is not a social service. It provides rides at the same times/locations/days as regular fixed routes, and should not provide service outside the times/locations/days that buses run. It simply provides equitable access to county transportation, period. This service is contracted out to the lowest cost provider. The extra cost comes in when Metro allows services above and beyond the minimum requirements of the ADA. The geography of the county (hills, bodies of water, etc.) are the biggest issues for service barriers for disabled residents. This is an essential service which allows people with disabilities to work, and generally be productive members of our society and deserve the same access to transportation as the non-disabled residents enjoy.
I read this interesting post by Jarrett Walker: http://humantransit.org/2018/02/is-microtransit-a-sensible-transit-investment.html
Basically, the more money we spend on services like Access, the less transit service we provide, the less economic equity, the less environmental justice. Every dollar on microtransit takes away from transit for larger numbers of people. Improving Access comes at the expense of everyone else.
This is an important argument that anyone who cares about the greater good needs to ready
@frfrgm —
Thanks, that is a good question. Access is an expensive service, a recent King County audit pointed to the high cost per trip. It is a service that is required by law, the American’s with Disabilities Act.
The high cost per trip is one of the reasons Access has a very rigorous eligibility process that includes an in-person evaluation at Harborview Medical Center. We evaluate all Access applicants to verify that they have a functional disability that prevents them from using the fixed route system.
It is also another reason that we focus so heavily on making sure that our transit system is accessible as a whole. Our investment goes beyond just buying lift or ramp-equipped buses. It includes all the improvements in bus stops and transit facilities. It includes on-board announcement and accessible websites. We also invest in training people to ride the fixed route system. Using some of the information we learn from the evaluation process we provide personalized transit instruction that helps people use transit for some, part or all of their rides. We definitely want people to use the fixed route system whenever it is possible.
It is a balancing act to improve the quality of Access service and manage the growth. But we think most of the growth will come, not from new riders, but riders who use the service more often. Increasing mobility is one of our major priorities. Frankly we want everyone, including people with disabilities, to use Metro to get out and enjoy this region. At the same time, we all need to live within our budget, so it’s a balance.
Thank you for your explanation. I’m concerned that not an increasing portion of our transit funding is diverted to social services when our buses are often overcrowded and could stand to run more frequently. Perhaps improvements to Access service should be funded from other revenues
What is the cost per ride of this service? I assume that it is a lot more than regular fixed route service. If the service is “too good” won’t that drive up demand and therefore costs to the transit system? We spend a lot of money making all the fixed route transit accessible. Why operate a competing expensive taxi service?
I see you got no answer. The average cost is $61.00 per one way trip.