Partnering with Clients & Paratransit Providers for Brokerage Success

MTM’s Industry Experience  Managing transportation since 1995  Certified Woman-Owned Business Enterprise in MO  Family-owned & operated  150 contracts in 26 states & Washington, D.C.  1,200+ employees  8 million calls & 14 million trips annually  1,400 service providers

Livermore Amador Valley Transportation Authority  Formed in 1985 to provide fixed route, BRT & dial-a-ride  Focuses on passenger service & provides a reliable, safe means of mobility  Serves Tri-Valley citizens in Dublin, Livermore & Pleasanton Combined population of over 200,000 residents – one of the fastest growing locations in the Bay Area Located 39 miles east of San Francisco & 28 miles north of Silicon Valley, making it a crossroads for commuters traveling to Silicon Valley & other employment destinations

MTM & Ride Right’s National Partnership

Building the Provider Network  Network Management team builds networks of providers Communicates with existing providers & fills gaps  Dedicated vehicles, plus Ride Right vehicles if needed  100% driver & vehicle credentialing  Driver training

Credentialing the Network  Proper licensing & insurance  Proof of inspections  Compliance with drug & alcohol requirements  Appropriate back-office resources & technology  Regular maintenance  Fully trained staff

Monitoring the Network  Initial & annual credentialing & inspections  Random on-street observations & monitoring  Passenger surveys  Monthly performance monitoring & report cards  Corrective action plans

Measuring Provider Performance  On-time performance  Complaint rates  Productivity  Accidents & incidents  Customer service, phone & dispatching statistics

A Partner to Providers  Transportation Provider Helpdesk ensures effective communication  Prompt payment via direct deposit  Trips assigned logically  Providers can route trips for efficiency

Driven to Excellence  Rewards drivers for safe, timely service Most improved Lowest number of complaints Lowest turnback ratio Lowest number of incidents & accidents Driver & vehicle compliance  Driver incentives & certificates

LAVTA & MTM: A True Partnership  Partnership for dial-a-ride began 2014 MTM manages 14 providers through brokerage model  Strong local leadership that shows empathy & communicates clearly with the community & the Board  Extremely responsive partnership for implementing creative solutions to challenges

Initial Cost Savings Removing vehicle capital Eliminating fuel costs Reducing maintenance costs Reducing overhead & labor costs

Lessons Learned  Initial remote call center was a challenge Moved to hybrid design: customer service at MTM’s corporate office; local management, scheduling & dispatch in Livermore  Redesigned software & internal system to keep up with NTD & local reporting requirements  Partnered through reasonable accommodation changes Implemented new policy Worked closely with Wheels Advisory Committee

Evolution – Partnering Through Change  Wheels has become a premium quality service, with passenger satisfaction and ridership at all time high  Ridership well above budgeted projections – so now what? Managing demand ; enforcing existing policies MTM and LAVTA are adding layers to the eligibility and assessment process More aggressive trip negotiation – cultural change for the Dial-a-Ride system  MTM and LAVTA working hand in hand to provide great service while managing demand  Working towards creative solutions to further control costs

Questions?