Posted on October 25, 2019 by Lilia Cabello Drain

Improved services for customers with disabilities

Metro’s new Access Paratransit operator, MV Transportation, brings a renewed customer service focus to the service, with offerings on the horizon including app-based scheduling, expanded multilingual support, higher on-time performance, and tighter pick-up and drop-off windows.

But first, when Metro’s new contract with MV begins October 26, operations will focus on creating a seamless transition for customers and helping them know the resources available to them, should they need extra assistance.

Access, Metro’s American Disabilities Act (ADA) paratransit program, is for people whose disabilities prevent them from using Metro’s fixed route bus service.

The improvements under the new partnership between Metro and MV Transportation were informed by a yearlong customer engagement process and an audit that raised important issues that Access has been working to address. It’s only fitting that the culmination of this work – the selection of industry-leading, innovative contractor MV Transportation – happens during Disability Awareness Month.

“I love the sense of independence Access gives me,” said Benjamin Brown, who rides Access regularly along with his guide dog, Jackpot, “I am able to have the same freedom as anybody who is able to jump in the car and go.”