Every quarter, our Transit Talks series showcases the knowledge and expertise of our leadership team on hot topics such as sustainability, safety, and more—and now, we’re bringing our clients into the mix! This month, we had the opportunity to discuss the importance of partnership and growth with our largest client, the Capital Metropolitan Transportation Authority (CapMetro), out of Austin, Texas. MTM Transit partners with CapMetro to operate the agency’s paratransit service, as well as its Pickup on-demand microtransit program.
In this interview, MTM Transit’s Regional Vice President Jack Hempstead interviewed our contacts at CapMetro as we celebrate our 10th anniversary of partnership and the recent award of a new 10-year contract that will have MTM Transit continuing to operate vital transit services on behalf of CapMetro. Here’s what CapMetro had to say about its decade-long relationship with the MTM Transit team.
Since 2014, MTM Transit has proudly provided safe, timely, and reliable transportation services to Austin passengers through CapMetro Metro Access, the agency’s paratransit program. What has MetroAccess meant to its passengers over the last ten years?
CapMetroAccess is more than just a transportation service; it’s a lifeline for countless individuals with disabilities in our community who are unable to access our fixed-route service. By providing reliable and efficient transportation, MTM Transit and CapMetro empower riders to participate fully in society, access essential services, and pursue their dreams. Whether it’s going to work, visiting family, or simply enjoying a day out with friends, Access makes it possible for individuals with disabilities to experience greater independence and a higher quality of life.
How has the partnership with MTM Transit changed over the last ten years?
Our partnership with MTM Transit has evolved significantly over the past decade. We’ve worked collaboratively to overcome challenges, refine processes, and prioritize customer satisfaction and safety. A notable achievement was our joint effort to replace an outdated software system, a crucial step in modernizing our operations. By consistently listening to each other and maintaining a customer-centric focus, we’ve strengthened our partnership and ensured that our services continue to meet the evolving needs of our community. Through our unwavering partnership with MTM Transit, we were able to navigate the challenges of the pandemic and prioritize the safety and well-being of our staff and riders.
Why MTM Transit? What makes MTM Transit stand out?
MTM Transit stands out because it strikes the perfect balance between size and culture. Being large enough, MTM Transit has the resources and infrastructure necessary to provide top-tier services and support across all levels of the organization. This means employees have access to the tools, training, and opportunities needed to succeed and grow within the company.
At the same time, MTM Transit remains small enough to maintain a close-knit, engaged work environment. The leadership is accessible, and there’s a genuine commitment to ensuring that every team member feels valued and heard. This combination of robust resources and a people-first culture is what truly sets MTM Transit apart, making them an ideal partner.
What innovative solutions has MTM Transit brought to the table to enhance service quality and efficiency?
MTM Transit has been instrumental in driving operational efficiencies through their consistent input and support. They regularly provide valuable insights and recommendations that help us streamline processes, reduce costs, and improve overall service delivery. Their proactive approach and deep understanding of our operations ensure that we’re always looking for ways to optimize and enhance our services, ultimately benefiting both our team and our riders.
A particularly notable example is their partnership in launching Spare, a powerful tool that has revolutionized our approach to service delivery. Spare has enabled us to optimize route planning, better match resources with demand, and provide a more flexible and responsive service to our riders. The integration of Spare has not only improved efficiency but also elevated the overall rider experience, making it a key component of our service strategy.
How has your relationship been with the MTM Transit team?
Our relationship with the MTM Transit team has been a great partnership focused on taking care of our riders. We’ve worked closely together to ensure that we deliver the best possible service. Of course, like any relationship, it hasn’t been perfect. But what makes it strong is our ability to work through challenges together, always keeping our shared goals in mind. This collaboration has only made our partnership stronger and more effective.
As communities encounter transit challenges that demand both improved access and cost control, our focus remains on what matters most: the passenger. We prioritize partnering with clients like CapMetro who share our commitment to these goals. At the heart of our operations is supporting the transit needs of disabled, elderly, and other underserved populations, without ever losing sight of our mission to make every trip count. Thank you to CapMetro for continuing our strong partnership and reinforcing our commitment to the passengers who need us most!
