Pioneer Valley Transit Authority, the largest regional transit authority in Massachusetts, wanted to better understand the strengths and shortcomings of its ADA paratransit and senior Dial-A-Ride services, and to improve.
Nelson\Nygaard compared service and cost performance data with peer data, interviewed staff and stakeholders, and conducted a customer survey. We also assessed the cost efficiency and effectiveness of the contracted service and the current run structures and vehicle deployment; identified and estimated the costs of services that are provided to ADA paratransit customers that are above and beyond federal requirements; and estimated future demand.
We developed several immediate, mid-term, and longer-term recommendations, some of which were implemented mid-study. Our recommendations pertained to customer communication, confirmation calls, the scheduling, dispatching and travel training functions, driver relations, and future procurements/contracts.
Also, in a related first-of-its-kind study conducted for MGM Resorts International, Nelson\Nygaard estimated the increased demand for PVTA’s paratransit that would result from establishing a new casino in Springfield, MA. As part of this EIS study, we also suggested alternative ways to fund and serve that additional demand.