Community Conversations shape services

2016 Community Conversations

Metro Mobility is taking a proactive approach in seeking out feedback from customers that will enhance our efficiency and effectiveness.  Our 2016 Community Conversations have attracted large numbers of customers who shared their opinions and suggestions.

Key themes from March 14, 2016 Community Conversation


Driver training

Drivers should receive more training, especially on the subjects of disabilities, providing assistance to customers, and operating Go-To equipment.

Metro Mobility agrees there is room for improvement related to driver training. Drivers currently receive training related to customer needs and assistance, first-aid and emergency response, and safe vehicle operation. As the new Go-To features roll out, we’ll continue to support training opportunities.

Improved routing

Trip routing should allow both customers and drivers to get the best and most efficient use from the trip.

We appreciate concerns regarding volume of trips on the system. We’re working to assure routing maximizes efficiency – Currently, data indicate that fewer than 5% of rides take longer than they would on a regular route bus. We’ll continue to monitor this number to make the most of customer time and trip time.

Better on-time performance for pickups and drop-offs

Customers continue to express concern over rides being on time.

There is still room for improvement with on-time performance. Currently Metro Mobility pickups are on-time more than 95% of the time, and about 93% of the time when an appointment time is cited. We’ve adjusted contract language to clarify issues related to on-time performance. We’ll keep working with providers to assure they are being responsive to customers and we’re doing our best to be on-time.

Increased service area and hours 

There should be service provided for the areas that currently do not have Metro Mobility. Additionally, many areas that do have service should have extended hours into the evening.

The needs for service and flexibility in service times is great in this region. Ultimately, this is simply an issue of budget and resources. We’ll continue to advocate for additional funds to support needs of Metro Mobility customers and keep transportation needs in this region affordable.

Improved communication with riders

There should be more frequent communication with customers in a different variety of formats, such as mobile apps, an updated website and more outreach and informational efforts.

We’ll continue to seek customer input on a regular basis to ensure our services meet customer needs.