MTM to Conduct Quality Assurance Operations for MobilityLink Service

As a reflection of its commitment to providing safe, efficient, and reliable transportation through its MobilityLink paratransit system, the Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) recently awarded a contract to MTM for Quality Assurance (QA) services. As MDOT MTA’s third-party QA contractor, MTM oversees the agency’s two MobilityLink service delivery providers and one service dispatch provider by:

  • Reviewing and evaluating performance data
  • Managing service complaints
  • Performing safety inspections and vehicle maintenance checks
  • Monitoring general driver training and performance

Combined, these efforts promote compliance, system improvement, and overall service quality. Through its MobilityLink system, MDOT MTA provides paratransit service within three quarters of a mile of MDOT MTA’s fixed-route bus, Light RailLink stops, and Metro SubwayLink stations in Baltimore City, as well as Anne Arundel, Baltimore, and Howard counties. The QA contract went into effect on May 15, 2019 and holds an approximate annual value of $2.9 million.

The MDOT MTA program represents MTM’s second QA program; MTM has also operated QA functions for the Washington Metropolitan Area Transit Authority (WMATA)’s paratransit services in Washington, DC since 2013.

“MTM is leading the way in developing innovative, transit-based QA programs for agencies interested in promoting service quality, holding vendors accountable, and proactively addressing service and compliance issues,” said President and CEO Alaina Macia. “Our leading QA model brings impartiality and consistency to transit operations. Through the focused data and quality assurance efforts we leverage, transit agencies receive full understanding of their operation with consistent monitoring, review, and process improvement—ultimately resulting in improved service that passengers can trust.”

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