In a nutshell
Transdev, an independent public transportation operator, is now managing DART’s mobility management services which includes its paratransit and GoLink programs. Transdev is contracted to manage the services for eight years and three months.
DART offers paratransit services across its 13 member cities, including Plano and Richardson. About 11,000 riders were certified to use DART’s paratransit services and nearly 860,000 rides were completed in fiscal year 2023, according to DART’s website.
The transit agency’s microtransit services are offered in 34 GoLink zones across its service area including Plano and Richardson. Nearly 925,000 GoLink rides were completed across the DART service area in FY 2023.
Quote of note
DART CEO Nadine Lee highlighted the partnership launch during an Oct. 8 committee-of-the-whole meeting.
“The first week had its share of startup issues but nothing that can’t be overcome,” Lee said.
Leading up to the service transition on Oct. 1, customers experienced service delays due to unexpected attrition, she said. Call volumes from concerned customers increased, resulting in long wait times on the phone. More than 10,000 phone calls were received on Oct. 1, Lee said.
Since then, Transdev has hired 23 additional agents who began taking calls this week, she said. Since beginning service, Transdev has been proactive in making calls to customers when their pickups are going to be late, she said.
“This has been a surprise and welcomed change by our customers and it is already clear that Transdev’s level of commitment to the customer is much higher than what we’ve been experiencing in the past.” Lee said.
The background
DART’s paratransit services and microtransit services had previously been managed by MV Transportation. The board of directors approved a $602.5 million contract with Transdev during a June 18 meeting.
The contract mandates that about 45% of all mobility management services are completed by drivers directly employed by Transdev in an effort to enhance customer service, according to a news release.
Under the contract, Transdev is also managing DART’s rider assistance program which offers on-demand transportation services in specific areas, including Plano and McKinney.
