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Growth in paratransit services and improvements in customer satisfaction
0:33:22
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MTA officials discuss the significant growth in paratransit services, including a 20% increase in annual trips and record-high scheduled trips. They highlight improvements in customer satisfaction and service attractiveness.
- Paratransit trips have reached pre-COVID levels and continue to grow
- Customer satisfaction is reported to be over 70%
- The MTA has implemented requirements for quick response times to service calls, making the service more attractive to users
Jai Patel
0:33:22
So I can't speak to the latter part, I'm not informed on that piece.
0:33:26
But you know paratransit services as Dimitri has pointed out have grown.
0:33:32
We're providing 20% more trips on an annual basis, the highest even since pre COVID, right, during the pandemic.
0:33:41
Customers are receiving great service.
0:33:44
They have a high customer satisfaction, believe over 70% customer satisfaction, and so customers within the community take the service and we are asking the city to just contribute the share of cost.
0:34:01
The MTA cannot burden increased cost and then not, you know, our budget is much smaller than the city's budget, as you know.
0:34:10
And so even, you know, removing this funding is a big impact to our financial plan on an annual basis compared to the city's continuation of this cost equity.
Selvena N. Brooks-Powers
0:34:21
I just think there's a lot especially in light of you know we have congestion pricing, we have now the city contributing permanently in regards to the paratransit, like all of that stuff adds up at a certain point and I see you
John McCarthy
0:34:35
Yeah.
0:34:35
Chair, just wanted to you know, this is a a good conversation to have.
0:34:39
Just today, the scheduled trips, 43,000 scheduled trips today, which is the most ever.
0:34:45
It's sort of a timely conversation.
0:34:47
And what happens is more trips, more cost.
0:34:51
And then I think you're getting at is like, well, how do we allocate those Historically, this is a local government operation.
0:34:58
It's been as Demetrius said, the president said, it's taken on by the MTA as per an agreement in other localities throughout the state.
0:35:06
It's different in different places.
0:35:07
Primarily it's run by the local governments and funded through them.
0:35:11
So I think there has to be a relationship between the city and the MTA as far as funding, but also what sort of service we put on and how attractive it is.
0:35:22
We've put in place requirements for how quickly we respond to calls for service, and we're meeting them, and that's making it more attractive.
0:35:33
So it's it's drawing even
Selvena N. Brooks-Powers
0:35:35
more.