I would like to take this opportunity to respond to the recent news articles about the MetroAccess paratransit service and MV Transportation, Inc., specifically focusing on the story “Study Raps Metro on Service for the Disabled” that appeared in the February 15 edition of the Washington Post.
While the story mainly focuses on the way in which WMATA operates MetroAccess and the findings of a study by the National Capital Region Transportation Planning Board, several points related to MV Transportation need to be clarified.
First, it is important to point out that the study was commissioned more than a year ago, prior to MV becoming the provider of MetroAccess. MV began management of the service on January 15, 2006. As such, the problems and challenges cited in the study have nothing to do with how MV Transportation has managed this program over the past 32 days. It is a misrepresentation to suggest that the study reflects MV’s performance.
Also, to suggest that MV somehow “undercut the lowest bidder by about 20%” is totally ridiculous. In fact, First Transit, Inc. recently complained to WMATA officials during a WMATA Board meeting that they were the lowest bidder. So it is hard to see how The Post formed the opinion that MV was the low bidder by 20%.
MV is a national company and we have been in operation for 31 years. Weunderstand that government agencies must be fiscally responsible, and our services are designed with that in mind. MV responded to the level of service specified by WMATA in the RFP and we submitted a fair and competitive bid.
The story also mentions that the study found MetroAccess service inferior to similar services in Baltimore, Philadelphia and New York. I find it very interesting that the story completely fails to mention that MV Transportation, Inc. operates the paratransit services in Baltimore, Philadelphia and New York, all cities praised in the report for providing good service.
MV officials have spent hours talking with Post reporters Lyndsey Layton and Lena Sun explaining the changes in the way MetroAccess operated under LogistiCare and how it operates under MV Transportation. We’ve explained that a large transition of this kind will have its share of challenges and that those challenges will not be fixed overnight. MV officials have given these reporters complete access to the call center and key personnel so they could gain a better understanding of how rides are scheduled and dispatched, and how vehicles are located and dispatched using Global Satellite Positioning. We’ve been open and honest with The Post. Yet, the stories continue to suggest that our company lacks the experience and the know-how to run a paratransit system. Let me be clear, MV runs more paratransit systems than any other company in the world and is the most experienced and innovative transportation contracting firm in country.
In my opinion, The Post reporters have not written anything remotely fair or balanced in its recent coverage of MetroAccess, and to insinuate that there are no positive things happening is completely irresponsible. There has been no mention by The Post of the good things MV and its employees are doing for MetroAccess customers. On Sunday, February 12, MV received several great comments from riders like Ms. Patricia Ellis, one of many customers who were very complimentary of MV after we transported them to various locations before WMATA made the decision to cancel service due to inclement weather. Once service was halted, MV contacted each rider to ensure that they had a safe ride home and we posted vehicles at various locations throughout our service area to ensure no rider would be stranded. This was clearly an example of exemplary customer service that The Post failed to even mention.
MV clearly understands and acknowledges that this transition has had its problems. However, as new drivers and new call center staff become more acclimated to the new technology, and MetroAccess customers become familiar with the new way in which WMATA is managing and providing oversight of its paratransit service, challenges will be minimized. There have already been marked improvements in service over the past 33 days. On-time performance, a standard used by Metro to monitor MV’s performance, has already improved. In fact, after only four weeks into service, MV has surpassed the on-time performance of LogistiCare. In December 2005, LogistiCare’s on-time performance was 87% for the entire month. During the MV’s third week of service, we averaged 91%. Metro’s goal is 93.5%, and MV is well on its way to reaching that standard.
We are proud of our continued improvement and look forward to reaching the service levels of other properties we manage like Baltimore, Philadelphia and New York.
Jon Monson, CEO
MV Transportation, Inc.
