MTM Transit is pleased to announce it has been awarded a new contract with the Washington Metropolitan Area Transit Authority (WMATA) to continue operating the MetroAccess Performance Assessment Support (PAS) program. MTM Transit has partnered with WMATA on this initiative since 2013. Under the new contract, MTM Transit will maintain its role as a quality assurance partner for WMATA’s MetroAccess Americans with Disabilities Act (ADA) paratransit service, ensuring that more than 2.3 million paratransit trips each year meet high standards of safety, accessibility, and customer satisfaction.
As the current MetroAccess PAS contractor, MTM Transit brings over a decade of expertise in monitoring, reviewing, and assessing WMATA’s third-party MetroAccess subcontractors. This includes oversight of various service providers responsible for call center operations, dispatching, and paratransit service delivery. With an established and fully trained local support team, MTM Transit has developed a deep understanding of the unique needs of the Maryland, Virginia, and Washington, DC paratransit population.
“WMATA has been a vital partner for more than a decade, and we are honored to continue supporting their MetroAccess program,” said MTM Transit’s President and CEO Alaina Macia. “Our experience with the PAS program and our commitment to WMATA’s high standards have empowered us to consistently meet and exceed compliance metrics. We look forward to building upon this partnership and enhancing service quality even further as we implement new technology and training initiatives.”
Under the renewed contract, MTM Transit will continue providing vital PAS activities to maintain MetroAccess service excellence. This includes complaint investigation and resolution, call monitoring, vehicle and service record auditing, and numerous safety and quality assurance functions. Over the past decade, MTM Transit has demonstrated a 100% compliance rate in critical areas, such as no-show investigations, facility inspections, and vehicle maintenance audits. Additionally, MTM Transit achieved a remarkable 97.7% complaint closure rate, reflecting the organization’s commitment to proactive customer service.
In the new contract term, MTM Transit plans to introduce key improvements to further enhance the PAS program, including upgraded reporting capabilities, a refined call management training program, and additional supervisory staff to support ongoing service excellence.
“By continuously enhancing our PAS offerings, we are committed to helping WMATA provide the best possible experience for MetroAccess passengers,” added Macia. “We are excited about the future of this partnership and are dedicated to delivering the outstanding results that WMATA and its customers expect.”
This renewed contract underscores MTM Transit’s role as a trusted partner to WMATA and a leader in ADA paratransit quality assurance services. With a track record of excellence and a commitment to innovation, MTM Transit remains a key player in ensuring that MetroAccess services uphold the highest standards of quality and reliability for the D.C. community.
