Title: CONCERTED AND FOCUSED EFFORTS YIELD QUALITY SERVICE AND CUSTOMER SATISFACTION
Abstract: The Washington Metropolitan Area Transit Authority (WMATA), in January 2000, awarded a contract to a single entity to provide system management and operational services for WMATA's Metro Access paratransit system. This event marked the first step in a planned redesign of the MetroAccess management structure and service delivery approach. The planned, phased-in program restructuring and transfer to WMATA of total responsibility for operation of MetroAccess service in the region presented several major challenges, which are identified and discussed.
Publication Year: 2003
Publication Date: 2003-01-01
Language: en
Type: article
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