THROUGH ADA AND PERFORMANCE
MARYLAND TRANSIT ADMINISTRATION
Tindale Oliver serves as the eyes and ears for ADA and safety compliance on our day to day operations of MTA buses and trains. With Tindale Oliver’s help with covert monitoring and reporting issues on the system, the MTA can feel confident that our customers are receiving the world-class customer service that we strive to provide. - Joyce Callahan, ADA Program Manager, MTA Office of Core Support – OCCR, Maryland Transit Administration, Maryland Department of Transportation
Every month, Tindale Oliver monitors no fewer than 800 trips on fixed-route buses, 200 trips on light rail, and 200 trips on the Metro system and has been assigned to monitor MARC commuter rail and Mobility paratransit activities.
All issues and violations observed during the monitoring trips are recorded on handheld mobile devices through a proprietary app developed for this specific work and includes photographs of violations as appropriate.
All data captured during monitoring trips is uploaded to dedicated and secure servers. When safety violations are observed (such as cell phone use, negligent driving, no seat belt use, farebox violations), monitors send an immediate report to Tindale Oliver supervisors who vet the data and forward it to MTA operations management staff to expedite action.
MTA’s ADA compliance rate was 80% when the program began in March 2009, which proved the need for preventive compliance monitoring within the MTA network.
MTA wanted to increase its compliance rate, re-train its operators, acquire the tools needed to improve safety, and provide higher-quality services to transit riders with disabilities.
As of April 2016, the MTA bus system operates at an average ADA compliance rate of 97%, an improvement of 17% since the start of the program in July 2009.
MTA total bus violations decreased from 782 in 2013 to 441 in 2015.
Bi-monthly reporting shows ADA and safety compliance trends, assisting MTA management in making operational decisions and guiding changes to policies and/or practices.
Tindale Oliver provides technical assistance and documentation to provide training to its operations staff on the requirements of ADA, how to achieve safe operations, and how to provide high-quality customer service, especially for transit users with disabilities.
Services provided create peace of mind for both MTA and transit users with disabilities.