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By Tim Wheat

Following are highlights of the FTA Summary and MATA responses with analysis for consideration of the Barrier Free Memphis Society. There is much to the report and generally the FTA finds MATA to be lacking in supervision and leadership, while MATA responds by attempting to add more staff and new buses.

Reservation Process and Telephone Capacity [pages 8-16] 1 FTA Observation "The reservation function at MATAplus does not appear to be adequately staffed." Information is spread throughout the office, chance of errors is high and a second dedicated reservationist is needed. MATA Response MATA will make the part-time reservationist a full-time position. Although the FTA calls it understaffing, they clearly draw a picture of the MATAplus office that is lacking coordination. Apparently, staff seems to be cross-trained and willing to assist in overall performance of the system, however, the FTA points out: Trip information is spread throughout the office Lack of organization decreases accuracy MATA should have a second dedicated reservationist on weekdays They did not observe weekends To solve this MATA only offers to make the current part-time reservationist a full-time position. I suspect that other departments will continue to lend a hand for the peak times, yet MATA does not address the lack of coordination and loss of accuracy. 2 FTA Observation Duplication of work and various information systems increases the likelihood of reservation errors. MATA Response The computer system is slow, paper forms provide a back-up incase of power failure or malfunction. MATA responds that the paper forms they use have some advantages. MATA assigns the reservationist to collect the written forms and enter the information at non-peak times. MATA also says "information can be written quicker than entering it into the computer system." Of the two ways MATA has for recording reservation information, MATA administration opts to use both the fast and the slow method.   MATA administration looks at a broken and unsafe ramp, powerless to make simple decisions to save taxpayers money and improve the system. MATA's response does not address the problem. The FTA points out that the MATA system requires "reservationists to switch between different information systems and also increases the likelihood of errors." MATA does not say why they did not get a computer system that can handle the work-load, or why the staff is not trained to use the computers, or why duplicating the function of recording trip information is faster than doing it once. The fact is MATA will not invest in the proper tools for training, or they have purchased the wrong system for Memphis' needs. They further want to cover-up their administrative failure by suggesting computer problems and power failures will not diminish their ability to provide transportation. But riders know this is ridiculous! When the computers are down, MATA is clueless. The paper forms are not a back-up for the computer system. MATA administration seems unaware of inexpensive and effective methods to avoid power outages and interruption to the computer system. They also argue that MATAplus information is not worth maintenance. If a bus were to go out of service, they would have an extra and maintenance to get the bus back in service. But the MATAplus system does not deserve such basic care. By the same logic, MATA executives may wish to keep mules around to pull the buses in case of a "malfunction." How do you think the Memphis taxpayers would react to investing in mules because MATA did not know how to repair the buses? 3 FTA Observation MATA is getting a new phone system. MATA Response The new phone system will line up callers so that the reservationist need only be concerned with one call at a time. MATA's response to #2 is obsolete if this is true. Reservationists will not need to rush through phone calls and thus they don't need to keep the inaccurate paper forms. . . . 5 FTA Observation MATA should directly enter data to limit errors. MATA Response MATA has no response MATA says to refer to the response above in #1, but they do not answer the question. Bumping the second reservationist up to full time does not respond to the poor procedure observed by the FTA. MATA fails to recognize procedural breakdown and to present techniques that will address solutions. 6 FTA Observation "Read-back" reservation information. MATA Response MATA now requires this. Why was such a simple procedural check long overlooked? MATA administration fails to evaluate the service at MATAplus, and has no general oversight to improve the system and correct errors. MATA seems to be aiming at "minimal" service, to do just enough this year to get the federal handouts. They will not make a commitment to make paratransit work for Memphians with disabilities and take administrative leadership to work to consistently improve the system. 7 FTA Observation Poor staff task supervision. MATA Response MATA will increase staff. MATA again fails to respond to this observation. The FTA found that the dispatcher and scheduler were not adequately able to focus on their responsibilities. MATA only attempts to make a part-time reservationist a full-time position. But the FTA sees this happening at peak times, most likely when the part-time individual is working. The observation is that there is inadequate supervision of the office and unsuccessful executive planning job responsibilities. MATA must look at themselves and work to avoid similar examples of poor coordination in the future. 8 FTA Observation Voicemail appears to prevent customers from making timely contact with MATAplus. MATA Response Voicemail is only used outside the regular office hours. MATA makes no attempt to explain how MATA administration could approve and operate a system that could not respond to 7 of 8 voicemail messages in a timely way. This observation clearly demonstrates poor performance and no supervision yet MATA responds by simply changing the voicemail procedure. The voicemail procedure needs to be changed; it should not take a federal review to make such basic no-cost changes in the system. MATA needs to demonstrate how leadership in MATAplus will avoid minor troubles like this. 9 FTA Observation Procedure for new riders is duplicative and time consuming. MATA Response MATA is creating a new position: ADA Certification Specialist that apparently will enter this information in the computer system. Again MATA fails to respond to the question. The FTA observes poor procedure not a MATA supervisor. The reader of MATA's responses must assume that the new ADACS will also enter valid customer information into the system to prevent the reservationist from doing it during a busy time - but they don't actually address that issue. Service Capacity and Trip Denials [pages 16-22] 1 FTA Observation MATA has shown increased commitment to paratransit. MATA Response MATA has budgeted more for MATAplus including more buses and computer software and hardware. MATA has continued to tell riders they have more computer software and hardware to solve problems in the past, but poor planning, poor administrative decisions and poor training has made these capitol improvements a waste of Memphis taxpayer money in the past. The FTA observes an increase in money spent every year since 1992. But an increase in funding does not necessarily translate into better performance. Quality management can be the most efficient use of funds because of the overall poor performance that the FTA summary demonstrates. MATA has had a huge increase in funding for MATAplus, yet they have not provided a similar increase in ridership. On the surface that tends to show that they do not perform adequate budgeting and quality assurance. 2 FTA Observation "MATAplus service still appears to be capacity constrained during peak hours." MATA Response MATA is getting more buses. Tennessee Protection and Advocacy complained three years ago about this, it is only now that an independent third party has verified this. MATA is in violation of the 1990 Americans with Disabilities Act just as advocates and riders have said for many years. MATAplus has illegally limited its service to eligible riders and TPA seems to be fine with that. They released a press statement last September when they got the report stating how MATA was improving the paratransit system without consulting one of the plaintiffs. MATA responds that they are getting more buses and some new staff. But the FTA observation clearly says that MATA has increased their commitment every year and it has still failed to make the system compliant with federal law. New buses and new staff are needed; yet, these alone do not solve the problem. A paratransit consultant was called in 1998 and MATA responded by increasing staff and adding new vehicles. This failed to make MATA compliant with the ADA. 3 FTA Observation MATA limits next day service. MATA Response MATA is getting more buses and staff. MATA doublespeak does not begin to respond to this observation. MATA administration should take responsibility for this because it represents MATA's greatest failure. The attitude, manipulation and disempowerment of people with disabilities have destroyed the trust many riders have in the system. It stands in the way of people having respect for public transportation and MATA executive staff. As far back as September 1997, when MATA made a news release that stated they accepted next-day reservations and had been doing so since 1992, riders could see they could not trust MATA. Many riders, at that time and for months after, had copies of the "Rider's Guide and Fact Sheet" that stated directly in writing that MATA required reservations to be made 3 days in advance. But the copy of the "Rider's Guide and Fact Sheet" that MATA gave to federal observers says that you can reserve a trip "…as early as 3 days in advance of your desired trip up to the day before your trip." 4 FTA Observation Trip eligibility is arbitrary. There is no easy way for customers to identify which trips they need are eligible. MATA staff does not have the tools to do their job. MATA Response MATA will provide detailed maps and new software to answer customer's questions. MATA will review the Rider's Guide to make the service are more understandable. MATA again responds again that they will but the tools to do the job, yet fail to answer why this administrative failure was invisible to them. ADA Paratransit Eligibility Determination [pages 22-31] . . . 5 FTA Observation "MATA should not require applicants for the MATAplus service to relinquish fixed route reduced fare cards." MATA should attempt to determine who was deprived of service because of this policy. MATA Response MATA has ended this policy. MATA fails to respond to this. The FTA recognizes the illegal policy and further suggests that MATA "review" records to determine riders that may have been wrongfully denied MATAplus service. But MATA only says they have since changed the policy, not that they will review the records. Of course the discount savings is really a savings for Memphis taxpayers. It encourages people with disabilities to ride the accessible fixed-route rather than more expensive paratransit system. By failing to facilitate fixed-route use when possible, MATA is increasing the burden on the taxpayer. This administrative failure seems also to be one of attitude over sound business practice. Because they6 view transportation for people with disabilities as an "extra" they are unwilling to provide citizens with perks and discounts even when it is clearly in their favor. 6 FTA Observation Many people approved for MATAplus service never seek to have a MATAplus ID card. MATA should contact eligible riders that have not received an ID card. MATA Response MATA disagrees. MATA will remove misleading sentences from the approval letter. Everyone familiar with the system understands that MATA discourages paratransit riders and gives them the impression that they will not get service even if they complete the certification process. The Operations Manager himself told a new applicant attempting to arrange a ride to get her MATA ID that it would be "next week" before MATA could get her a ride. The highest-ranking employee at MATAplus blatantly ignoring service standards and federal law is par for the degrading system and abuse of new riders that discourage use of the system. Facing discrimination and mistreatment on the first trip is a tool MATA uses to tell the community that MATA will not meet eligible citizens transportation needs. MATA mistakenly states in the "Rider's Guide" that the process of receiving a new MATAplus Photo ID is explained in the letter of confirmation. The process is not explained. On November 6th and 7th MCIL videotaped a new certified rider attempting to get the MATA Photo ID. MATA states that the process to get a new Photo ID card is unique and inflexible to the rider's schedule. Other riders have reported similar experiences getting a new ID. To get the Photo ID, MATA does not let the certified rider schedule a time. MATA demands that the rider accept whatever time, on Tuesday, Wednesday or Thursday that MATA determines they can transport the rider. The reservation agent asks the rider to call on the day they desire to have an ID made. The rider is told the dispatcher will make a determination when and if service can be provided. It is illegal to ignore the transportation requests of eligible riders. The fact that the trip is the first scheduled on MATAplus is not an excuse. The purpose of such a ludicrous procedure; issued for one trip only, is clearly an attempt by MATA to limit service and to disempower and confuse new riders. MCIL feels this is an important issue in light of the FTA findings that only 54% of riders approved to use paratransit make it through MATA's discriminatory procedure. To correct this inconsistency, MATA must provide lawful service to eligible riders even on the trip to receive a Photo ID. MATA should explain this process in the letter of confirmation and be sensitive to the questions and concerns for riders making their first trip reservation. . . . 8 FTA Observation MATA requiring application and recertification completeness regardless of information already on hand is unnecessary. MATA Response The new ADACS will consider such information. This is another example where advocates and riders have long asked for MATA to do something, yet MATA was deaf to the quality suggestions of customers. MATA's response also calls the new ADACS "she" indicating that they have already selected someone for the position. On-Time Performance [pages 31-40] . . . 4 FTA Observation MATA should review the scheduling process to decrease the number of trip requests that must be changed and customers called back. MATA Response MATA will attempt to limit call-backs and will make call-backs promptly. Although the ADA clearly says that rider's may negotiate for the time of their ride, the FTA feels that it is acceptable for MATA to change your reservation as long as they make an attempt to call you about the change. - Tim Wheat

The Memphis Center for Independent Living 163 Angelus St. Memphis, TN 38104 Voice: (901) 726-6404 E-mail Address: mcil@mcil.org	Federal Transit Administration's (FTA) Voice: 1-888-446-4511 TDD/FIRS: 1-800-877-8339 Assistance for TDD Users: (202) 366-0153 E-mail Address: ada.assistance@fta.dot.gov
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