TMD completed a comprehensive review of DART’s Paratransit, Flex Connect, and On Call services to determine the most efficient way to provide mobility to the most customers, consistent with DART’s goals.
TMD’s work included:
- A review of DART’s existing and previous staffing and resources for the Paratransit, Flex Connect, and On Call services in order to develop a recommended organization structure to improve efficiency.
- A review of DART’s existing policies and procedures for its Paratransit, Flex Connect, and On Call services and development of a series of Standard Operating Procedures (SOPs) pertaining to Dispatch, Scheduling, Reservations, and Field Supervisors.
- A review of DART’s ADA Certification and Eligibility policies and procedures, as well as an analysis of the cost and benefits of the identified potential changes to help DART staff understand the trade-offs of making changes to DART’s eligibility process.
- A review of DART’s paratransit service area footprint and recommended changes to improve efficiency and reduce operating cost. TMD also prepared an analysis of the number of riders and trips impacted, as well as the cost and benefits of the potential changes.
- Comprehensive public and stakeholder input process that included targeted focus groups, pop-up events, workshops with DART’s Commission, and surveys.
TMD is currently in the process of assisting DART staff in finalizing the recommended changes and communicating the changes to impacted customers.
