Mystery Riding for Transit Companies
Improving ride quality, reliability and paratransit services
Project Summary
Transit Authority Service Improvement Through Mystery Rider Program
In response to increasing rider concerns, a federal audit was initiated to assess the transit authority’s compliance with Americans with Disabilities Act (ADA) service requirements. ACPVIEW was engaged to design and implement a comprehensive monitoring program, utilizing mystery rider evaluations to objectively measure service delivery. The audit revealed systemic issues impacting ADA service quality, including operator performance, equipment reliability, and adherence to federal accessibility standards. These findings provided the agency with clear, actionable insights to strengthen compliance, enhance operational practices, and improve the overall rider experience for individuals with disabilities.
The Situation
No Clear Insight Into Whether Complaints Signaled Widespread Problems
Limited Oversight of Driver Performance and Service Reliability
Rising rider complaints related to ADA compliance
Plan of Action
- Initiated Systemwide Mystery Rider Evaluations
- Evaluate Operator Conduct Through Field Observation
- Report on ADA Regulatory Compliance and Announcement Protocols
Key Achievements
- ADA Violations Addressed Through Operator Retraining and Disciplinary Measures
- Announcement system failures addressed and resolved within days
- 24-Hour escalation of serious violations improved response times and issue resolution
- Systemwide monitoring flagged performance concerns tied to certain routes and garages
- Federal auditor was so impressed with ACPVIEW’s reporting that they requested copies so that they could recommend ACPVIEW as a model example for other transit agencies nationwide, highlighting it as a superior alternative to inhouse evaluations.
What We Accomplished
- Evaluated complaints such as missed stops and unannounced destinations
- Identified serious driver issues like mobile phone use and inappropriate conversations
- Facilitated quick resolution of technical issues in buses
- Enabled corrective actions, retraining, and long-term service enhancements
