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Use of Taxis in Public Transportation for People with

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ISBN 978-0-309-27211-7 | DOI 10.17226/24628
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GET THIS BOOK Elizabeth H. Ellis; Transit Cooperative Research Program; Transportation
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Use of Taxis in Public Transportation for People with Disabilities and Older Adults
66
APPENDIX B
Survey Questionnaire and Results
Queson 1: Does your transit agency currently use taxis to serve passengers with disabilies and older adults?
Response Response
Response Opons
Percent Count
Yes 87% 39
No; we do not currently use taxis and have not in the past. 2% 1
Not anymore; we did in the past but disconnued use of taxis.

11% 5
Please explain why you no longer use taxis:
Total Responses 100% 45
Total Respondents 100% 45
Reasons provided for not using taxis anymore:
The City's ___ program provided a $3 subsidy for any cab ride and a $10 subsidy for those using a wheelchair. In 2014,
the program (which had been in effect since 1982) provided a total of 73,904 trips at a cost of $369,000. However,
during the procurement process for the contract period starng in 2015, the current contractor for the service, which
was the only qualified taxi company in the city, submied an incomplete bid. It was reported that the taxi company
wanted higher subsidies for the taxi trips. Further negoaons failed to reach an agreement so the subsidized taxi
service has been disconnued.
The taxi company was not successful/competitive in our last RFP process.
Cabs were unwilling to comply with drug and alcohol tesng rules and insurance standards
Contractual issues pertaining to most aspects of the service, turn-over and training of drivers, customer complaints
It was not as economical as we had originally hoped it would be. We studied three years of data and determined that it
would be more cost effecve to bring all trips, including the non-ADA ones back to our main contractor. In addion to
cost, there were other factors that led us to not renew the contract. Scheduling Process: ___ accepts trip mes as
requested, with no negoaon of trip mes. Auding/Verifiable Data: __ does not provide trip manifests to verify
service delivery (pickup me, drop off me, trip producvity, service hours, service miles, trip denials, etc.) other than
the customer trip origin and desnaon. Vehicle Reliability: __ provides their own vehicles; there is currently no control
in the age of the vehicles used to fulfill the current contract. ___’s average fleet age is currently 9.4 years. Cameras on
Bus: __does not have cameras on its vehicles. Vehicle Branding __ does not have agency branded signs on its vehicles.
Copyright National Academy of Sciences. All rights reserved.

67
Queson 2: How are taxis used by your agency to serve passengers with disabilies and older adults?
Response Response
Response Opons
Percent Count
We use taxis ONLY to provide required, next-day ADA paratransit, which serves
18% 7
ADA eligible/cerfied riders exclusively.
We use taxis ONLY to provide required, next-day ADA paratransit, which serves
ADA eligible/cerfied riders and other individuals with disabilities and/or older 15% 6
adults not ADA eligible/cerfied.
We use taxis ONLY for a same-day taxi service that is beyond the requirements
10% 4
of the ADA, which serves ADA eligible/cerfied riders exclusively.
We use taxis ONLY for a same-day taxi service that is beyond the requirements
of the ADA, which serves ADA eligible/cerfied riders and others who are not 18% 7
ADA eligible/cerfied, such as older adults and other people with disabilies.
We use taxis for BOTH required, next-day ADA paratransit AND a same-day taxi
38% 15
service that is beyond the requirements of the ADA.
Queson 3: We use taxis in some other way to serve people with disabilities and older adults:
Explanaons of How Transit Agencies Use Taxis in Some Other Way to Service People with Disabilies and Older
Adults
Response Response
Response Opons
Percent Count
No 50% 14
Yes 50% 14
If Yes, please explain:

68
We provide ADA paratransit as well as supplemental (non-ADA) service for seniors and people with disabilities. We
also offer an addional subsidized taxi program which is for seniors and people with disabilies in participang cies.
We use taxi service to manage peak periods, sending them standard paratransit routes, as well as will-call service
We have two programs - one for seniors and people with disabilies and one for the general public. While they both
use the community’s one taxi company and operate similarly, they are kept separate due to their funding programs.
Two programs: Taxi Reimbursement Program-First mode of alt. transportaon offered to customers delayed due to
__ service problems and possible capacity constraints. Here, the transit agency authorized customer to take a
taxi/livery service to get to desnaon. Customer pay fare + tolls and no more than 15% p and gets valid receipt. The
required documentaon is submied to the transit agency along with the authorizaon # for reimbursement. Yellow
Taxi Program: Subscripon service customers use pre-paid debit cards to pay for their transit agency-authorized
subscripon trips via yellow taxis. Customer may pay the current ___ fare to the yellow taxi driver.
Our clients use the taxi when they have last minute appointments that could not be called in or prefer one and one
client rao.
Taxi voucher programs under the transit agency’s Senior Mobility Program (city operated, funded by the transit
agency)
Medicaid Medical and non-Medical, Veteran’s services
Our current Taxi Voucher Program serves seniors 60 years and older and persons of disability, once the applicant is
approved they are issued a debit type smart card. The approved applicant with then add up to $75.00 per month this
is matched by a 50/50 grant through the Transit Agency. These taxicab trips must begin, remain and end in the service
area. Up to the maximum seating allow by the vehicle manufacturer can ride with the taxi voucher card holder, but
must be picked up and drop off at the same locaon. We are entering into our next phase to include the ADA Para
Transit for our passengers.
The transit agency contracts with taxis for Non-ADA services in suburban areas.
We have a non-ADA subsidized taxi service available to registered paratransit customers, but it is kept strictly
separate from ADA paratransit.
We use Taxi for a same day service which serves riders and that are not ADA eligible/cerfied, such as older adults
and other people with disabilities.
Taxis are used to provide transportaon for low-income workers, when the bus is not operang. We partner with our
County to provide service to rural passengers with disabilies and seniors through the taxi provider.
We use taxis also for some small programs that serve non ADA eligible persons with disabilities and seniors, one
Paratransit Plus serves people who are not ADA eligible but who have difficulty using fixed route and they use the taxi
serve $60 of value per month as a safety net. We also have a small Taxi shopping service which provides $60 per
month for seniors and PWD only for shopping trips.
We use taxis to provide transportaon to individuals with disabilities beyond our regular service area
Foster Care transportaon and may soon use for limited Special Ed transportaon

69
Queson 4: Is there another organizaon(s) in the community that provides a subsidized taxi program for people
with disabilities and older adults:
Response Response
Response Opons
Percent Count
No 40% 14
Yes 60% 21
Queson 5: How are taxis used for your ADA paratransit service? (check all that apply)
Response Response
Response Opons
Percent Count
On a dedicated basis (taxi vehicles serve only our passengers during the
26% 7
contracted me periods) by contracng directly with a taxi company(ies).
On a dedicated basis (taxi vehicles serve only our passengers during the
contracted me periods) through our prime contractor (e.g., call center
11% 3
contractor, broker, prime transportaon contractor, etc.) who subcontracts
with a taxi company(ies).
On a non-dedicated basis (taxi vehicles are not restricted to serving only our
63% 17
passengers) by contracng directly with a taxi company(ies).
On a non-dedicated basis (taxi vehicles are not restricted to serving only our
passengers) through our prime contractor (e.g., call center contractor, broker,
26% 7
prime transportaon service contractor, etc.) who subcontracts with a taxi
company(ies).
Total Responses
- 34
(mulple responses allowed - percentage exceeds 100%)

70
Queson 6: How do the taxis operate as part of your ADA paratransit service? (check all that apply)
Response Response
Response Opons
Percent Count
Operate all the service 29% 8
Operate all the service in specific zones or parts of the service area 4% 1
Operate all the service on certain days and/or mes of the day 11% 3
Serve trips throughout the service day that do not fit well on the dedicated
64% 18
vehicles
Provide certain trip purposes, e.g., trips to a parcular agency, for ADA
11% 3
eligibility interviews, etc.
Other; please explain: 25% 7
Total Responses (mulple responses allowed) - 40
Other Explanaon:
We contract with a taxi company who performs reservaons and scheduling and who operates up to 75% of all trips,
brokering the remaining 25% to subcontractors, who include both accessible van and other taxi companies. The
specific trips which are subcontracted are at the discreon of the contractor.
We have used taxis to reduce/delay need to purchase dedicated vehicles with our primary paratransit contractor.
Operate all of the ambulatory ADA paratransit service.
Serve trips at locaons which lack safe bus access
Taxis are used in addion to bus paratransit services by riders
We contract with a taxi company who performs reservaons and scheduling and who operates up to 75% of all trips,
brokering the remaining 25% to subcontractors, who include both accessible van and other taxi companies. The
specific trips which are subcontracted.
Medicaid Medical and non-Medical, Veteran’s services
We have used taxis to reduce/delay need to purchase dedicated vehicles with our primary paratransit contractor.
The transit agency provides most (about 98%) paratransit service directly

71
Queson 7: How are the taxis assigned trips? (check all that apply)
Response Response
Response Opons
Percent Count
Trips are pre-scheduled as individual taxi trips and conveyed to the taxi
68% 17
company(ies) before the day-of-service for taxi dispatch
Trips are pre-scheduled onto a manifest to be provided to individual taxicabs

36% 9
dedicated for part of the day, i.e., taxi company(ies) is given driver manifests
Trips are assigned on the day-of-service on a real-me basis to serve trips that
the pre-scheduled service cannot meet, e.g., a pre-scheduled driver/vehicle is 52% 13
running late or breaks down
Total Responses
- 39
Queson 8: Which enty does a rider call/contact to make reservaons for trips that are then provided by the
taxis?
Response Response
Response Opons
Percent Count
The transit agency directly 31% 8
Call center contractor or broker 31% 8
Prime transportaon service contractor 19% 5
Multiple transportaon service contractors 4% 1
The taxi company(ies) 15% 4
Total Responses - 26

72
Queson 9: Which enty schedules the taxi trip? (check all that apply)
Response Response
Response Opons
Percent Count
Multiple transportaon service contractors 4% 1
Total Responses
- 33
Queson 10: What is the fare for an ADA paratransit trip?
Response Response
Response Opons
Percent Count
A flat fare 43% 12
Double the fixed-route fare, which may vary by peak/off-peak, etc. 14% 4
It’s more complicated; please explain: 43% 12
Explanaon:
ADA fares are $4 (twice the regular fixed-route fare) in most parts of our service area. Some communies have set
lower fares within their jurisdicons and for their residents. Non-ADA fares begin at $4 for up to 5 miles with
incremental increases from there.
All fares are the same price, dependent upon the taxi company’s rates.
Clients purchase ckets from the contractor and each booklet amounts to $51.00, the taxi runs the meter and the
client pays with the ckets. The ckets are in $1 dollar or $5 dollar ckets.
Flat fare ($3.00) for ADA trips, $4.00 for same-day trips.
Double fixed route fare and parally subsidized by local sales tax - Fixed route fare $2.00, $4.00 - $.40 = $3.60.

73
If paying cash it’s same as fixed route fare ($1), monthly/quarter passes are $13/$35, 75+ years free.
Flat fare for contracted service $3.00 for User Side Subsidy Program in __ $5.00.
0-20 miles $2.75, 20+ miles $3.50
Meter rate as paid by the general public
If you mean what does the customer pay, $1.75 per one way cket or $46.50 for monthly pass. If you mean how is the
driver paid for the fare, we pay a fixed rate based on a banded er of mileages (e.g., 0.01–2.09 is one rate, 2.1–4.09 is
another, and so on).
3 fee levels based on trip length ($3.15, $3.90, $5.25) Less than twice the bus fare
We have a 3-Zone fare system based on geographic boundaries.
Queson 10A: If you selected flat fare, how much is the flat fare?
Response Response
Response Opons
Percent Count
Fares:
$3
$2.50
$2.50
$3.75
$2
$3.50
$3.00/$5.00
$3.40
$3
$4.00 a trip
ADA is $2, aer-hours is $5
$1.00 - $10.00

74
Queson 11: How do riders pay the fare for the ADA paratransit trip provided by taxi? (check all
that apply)
Response Response
Response Opons
Percent Count
Cash 79% 22
Paper cket, voucher, scrip 64% 18
Prepaid account without a swipe/smart card 7% 2
Swipe/smart card 18% 5
Total Responses
(mulple responses allowed - percentage exceeds - 55
100%)
Other Explanaon:
Debit/credit with a voucher
Drivers will accept credit card. Some riders are designated to ride free-fare on the manifest.
Hard copy OR cell phone mobile app for a one-ride cket or monthly pass.
if using pass just show driver, going to a back-office, pre-paid account system this year
Mail in fare to Administrave offices
Pre-paid Coupon
The Agency pays
Transit token
Queson 12: Is the taxi company(ies) paid for a passenger no-show?
Response Response
Response Opons
Percent Count
Yes, a standard payment. 36% 10
Yes, payment varies by ambulatory or non-

4% 1
ambulatory/wheelchair tripper cket, voucher, scrip
No 46% 13
Other, please specify: 14% 4

75
Other Explanaon:
$1 Local, $10 outlying area; contracted amount
yes, the taxi rate
No in the city, Yes in suburban area
If the no-show is on a manifested hourly rate, taxi is paid for the me. If on single ride, their vehicle,
they are not paid a fee by the district.
Queson 12A: How much is the standard payment for no-shows?
Response Response
Response Opons
Percent Count
Payment:
$5
$10.00
$37.40
$5.00
$5
$5.00 or $10.00
Equal to the cost of a 2.1–4.09 banded mile payment, currently $17.40.
$10.00
$10.00
Unknown by me. Contractor negoates rate directly with taxi companies.
Queson 12B: How much is paid for ambulatory and non-ambulatory/wheelchair trip no-shows?
Response Response
Response Opons
Percent Count
Ambulatory Amount Paid:
$5
Non-Ambulatory Amount Paid
$5

76
Queson 13: How is the taxi company(ies) paid for dedicated and non-dedicated service?
Response Response
Response Opons
Percent Count
Dedicated Service
Per Hour 18% 3
Per Mile/Meter 47% 8
Per Trip 29% 5
Non-Dedicated
Per Hour 4% 1
Per Mile/Meter 54% 13
Per Trip 21% 5
Other Explanaon:
Fixed monthly fee, per-trip boarding fees for wheelchairs and sedans and mileage fees
Payment is by trip, with standard entry fee & mileage, somemes other charges
Agency reimburses contractor per trip, contractor reimburses taxi company on per mile

77
Queson 14: Are there extra payments/incenves for each passenger trip provided?
Response Response
Response Opons
Percent Count
Yes; an extra payment is provided for

86% 25
each trip
Yes; an extra payment is provided based on ambulatory and non-ambulatory/wheelchair

7% 2
trips.
No extra payments/incenves are

3% 1
provided.
3% 1
Queson 14A: What is the extra payment/incenve for each passenger trip provided?
Response Response
Response Opons
Percent Count
Extra Payment/Incenve per Trip:
$0.50

78
Queson 14B: What are the extra payments/incenves for each ambulatory and non-ambulatory/wheelchair trip?
Response Response
Response Opons
Percent Count
Ambulatory
Extra Payments/Incenves:
$0
For Door-to-Door service, another $5.00 per trip (WC & Amb)
Non-ambulatory/Wheelchair
Extra Payments/Incenves:
$3 to the cab driver
$5
Queson 15: What types of riders are served by your same-day taxi service that is beyond the
requirements of the ADA? (check all that apply)
Response Response
Response Opons
Percent Count
Passengers who are cerfied as ADA eligible 56% 20
Passengers who have disabilies and seniors but they do not have to be
36% 13
ADA paratransit cerfied
Passengers who have disabilies, seniors and other transportaon-

disadvantaged (e.g., low income individuals) but they do not have to be 17% 6
ADA paratransit cerfied)
General public 17% 6
Others; please
22% 8
explain
Total Responses
100%)

79
Queson 16: Which enty does a rider call/contact to make trip reservaons for the same-day taxi service?
Response Response
Response Opons
Percent Count
Multiple transportaon service

4% 1
contractors
Queson 17: Which enty schedules the taxi trip?
Response Response
Response Opons
Percent Count
Multiple transportaon service

0% 0
contractors

80
Queson 18: What is the fare for the same-day taxi service, e.g., rider pays $X then any cost over $Y on the meter?
Please explain:
Response Response
Response Opons
Percent Count
Fares:
Varies by community. Customers in some communies pay a flat fare with a distance-based component.
Fare for customer is $3.00 per one way trip whether scheduled in advance or same day.
Seniors and people with disabilies receive ckets, which have the recipient's name, but no value. When they take a
taxi trip, they pay $1.75 and give the cket to the taxi driver. General public riders purchase a cket for $3.00 each,
which they use to pay for their taxi trips. Tickets for both programs are limited by available funding.
Rates are based on the taxi companies’ fare per mile & base meter rate. A voucher pays 80% of a trip up [to] $10. The
max a voucher will pay is $10. The parcipant pays the remaining balance (20% of the fare or the fare minus $10)
General Program fare = $3.00 Transit agency pays up to $20 for the trip and customer pays overage. Dialysis Center
Program fare = $2.00 Transit agency pays up to $20 for the trip and customer pays overage
It’s a reimbursement based program. Passengers pay the full taxi fare up front and then get reimbursed 85% of the
fare up to $20 maximum reimbursement per one way ride.
The taxi operator runs the meter for the duraon of the trip and the client pays with ckets. The booklet contains
$51.00 worth of rides. So if the meter is $7.35, the client will give $7.00 worth [of] … ckets and real change or $8.00
coupons. The Taxi does not give change so we encourage the clients to have change if they do not want to give an
addional 1 dollar coupon.
$4.00
The regular transit agency fare of $3.60 is charged and then the trip is subsidized up to $10.00 on the meter, the
customer pays anything over $10.00 on the meter.
Passenger pays first $2.00, transit agency pays the next $12. Passenger pays the difference beyond $14.00 on the
meter. Regardless of fare, transit agency pays a flat rate of $12.00 per trip.
We have a flat fare, $2 per way ($4 round trip)
The rider typically does not pay a fare, unless it is an ADA trip that is scheduled through the call center.
Under the current model the passenger pays the fare on the meter with the swipe card, the passenger discount is
when the customer loads money on the card, For every dollar added the passenger match is a dollar up to $75.00 per
month for a maximum total of $150.00 per month and a three month card maximum of $450.00. Fares are all
metered with an inial drop fee of $3.00 and $3.12 per mile.
Same as day advance. $3.00 in suburban service area (contracted service) User Side Subsidy ) in city, fare is $5.00
Rider pays first $3.50 and then anything over $14.60 on the meter.
Fare is the taxi meter rate established by County regulaon. The program subsidizes the taxi cost on a sliding fee scale
(50–90%) based on parcipants’ income.

81
Base fare + mileage via zones. Average fare $7.25 one way.
Seniors pay $1, $3 or $5 per trip depending on income. Disabled pay $1.00 per trip regardless of income. City provides
12 monthly trips and pays the up to $13.00 per trip.
The rider can use their Paratransit Card for the first $12 (subsidy), and the rider will pay for any cost over the $12
Base $2 fare (during bus hours), plus $1 convenience fee base $5 fare (outside of bus hours), plus $1 convenience fee
For every $5.50 paid, a rider receives $30 worth of taxi service to use, paid at the meter rate. Each ADA eligible rider
has a monthly allotment for taxi service depending on their trip needs.
The rider pays a $4.00 flat fare for same day service within the service area.
No change - sll meter fare
Seniors and ADA cerfied customers purchase up to $80.00 in cab fare at a 60% discount. Dialysis paents and people
going to work pay 1/4 of the cost of cab fare up to $15.00 per trip. Seniors going to their nearest senior center pay
$1.00 per trip (for low income people the $1.00 fee is waived).
Queson 19: How do riders pay the fare for the same-day taxi service? (check all that apply)
Response Response
Response Opons
Percent Count
Cash 53% 19
Paper cket/voucher/scrip 42% 15
Swipe/smart card 19% 7
Rider’s personal credit/debit card 17% 6
Other; please explain 17% 6
Total Responses
- 53
Other Explanaon:
Taxi drivers will accept credit card. Some riders are designated on the manifest or on their file as free fare.
Specifically, a prepaid swipe card or cash.
No cost unless ADA, then cash or cket.
Riders pay the balance of a trip aer the $13.00 the city pays is deducted. We are introducing a swipe card
program in June, 2015.
Dialysis and work programs use vouchers; other programs use a swipe card

82
Queson 20: How is the taxi company(ies) paid for their services?
Response Response
Response Opons
Percent Count
Per mile/meter 48% 12
Per trip 32% 8
Other; please explain 20% 5
Other Explanaon:
Fixed monthly fee, boarding fee, mileage fee
Sedan company is reimbursed based upon a mileage charge comparable to taxi meter rate
At the beginning of each month the previous month taxi voucher fares are invoiced by the Taxi Administrator, by
Franchise, then senior program and ADA program
Meter/Mile plus surcharges
Queson 21: Are there extra payments to the taxi company(ies) for an ambulatory and/or non-
ambulatory/wheelchair trip?
Response Response
Response Opons
Percent Count
Yes 73% 19
No 27% 7

83
Queson 21A: What are the extra payments/incenves for each ambulatory a nd non-ambulatory/wheelchair trip?
Response Response
Response Opons
Percent Count
Ambulatory Extra Payment/Incenves:
$10 extra for a wheelchair accessible vehicle
One entry fee (flag drop) per person (not PCAs) $2.50
$7.25 average one-way
$8.75/trip (this is the full contractor rate, not an extra payment)
$0
Non-Ambulatory Extra Payment/Incenves:
Haven’t used recently, but contract sets specific higher entry fee and mileage rate
Standard fare plus $25.00 if w/c vehicle is dispatched
$16.50/trip (this is the full contractor rate, not an extra payment)
For ramped taxi services drivers get incenves which are paid to the company but go directly to the drivers. $10 per
trip.
$3
$5
Queson 22: What funding is used to provide the taxi-based service besides rider fares? (check
all that apply)
Response Response
Response Opons
Percent Count
Federal transit funds 50% 18
State transit funds 53% 19
Local funds 83% 30
Human service agency(ies) funds 22% 8
Total Responses
100%)

84
Queson 23: There is interest in how transit agencies verify and audit taxi trips they subsidize.
Would you briefly explain how your agency audits taxi trips?
Response Response
Response Opons
Percent Count
Explanaon:
Contractor provides monthly reports and invoices along with raw data, which we can use to verify accuracy of the
data.
An employee of the transit agency reviews cost of individual trips charged to the agency, in parcular when they are
over $40. He compares direct mileage of trip on Google transit and the performed mileage. When it’s a group trip
(pick-pick-drop-drop) it is handled by charging mileage and fare from first pick to last drop. It’s not perfect but out of
10 or 20 quesoned trip charges each month, we might find one with inadequate explanaon and reduce payment
accordingly.
Very tedious process. We make sure the vouchers were used during the correct range (vouchers expire at the end of
each calendar month), that all the informaon is filled in—address, passenger signature, total meter fare, passenger
fare, mileage, Driver ID number, Cab ID number, date, company, and the Trip ID (acts as a receipt). If there are any
quesons we contact the company or participant for more informaon. We have an internal system built to flag
vouchers that have duplicate serial numbers and to sort the type of voucher—currently four voucher programs, soon
to be five.
Passengers need to submit a receipt that is filled out and signed by the driver and also fill out a reimbursement
request form.
Via robust established trip verificaon (based on leading industry soware) and internal reconciliaon protocols.
Known origins-to-desnaons of subscripon service customers and soware applicaon formula for distance and
appropriate fare.
All trips are audited through software in real me.
The taxi operators bring their manifest along with ckets collected to the contractor. The contractor verifies the
client’s names against the client’s lisng in the office and then verifies that the dollar amount on the manifest
matches the number of ckets being submied for reimbursement.
Taxi company provides all ADA service and non-ADA service with a combinaon of dedicated vehicles and taxicabs.
Company dispatches all trips. Taxi driver’s trip sheet is reviewed by the company at end of shift, and driver is only paid
for trips dispatched and where driver has properly completed driver log. Transit agency reviews service delivery
including driver logs.
All of our taxi trips (except Same Day trips) are in Trapeze scheduling soware
The transit agency audits monthly billings at the individual trip invoice level. It’s a fairly small volume so do-able. Taxi
drivers must fill out an invoice for each individual or grouped ride with all trip details. These invoices are submied
with the monthly bill and are matched to trip records in the transit agency’s dispatch system.
The prime contractor does auding. The taxi company provides informaon in an Excel spreadsheet and transit
agency staff review it for errors and inconsistencies.

85
A percentage of passengers are telephoned each day verifying the previous day’s trip.
We compare the daily completed trip sheet (from our trip provider) to a company that provides data from the card
swiping. The card is always swiped for data regardless if the customer has prepaid or has chosen to pay cash.
We audit a percentage of rides by asking the taxi company to produce driver manifests that match the trip
informaon the call center sent to them and the informaon they invoiced
Via a portal that tracks all trip pick up and drop off points, we also ulize a unique passenger report that looks at how
many passengers use the program at least once per that month being invoiced. If a client is outside of the load
window or has exhausted the amount allowed for the month, the passenger is transfer to the taxi administrator for a
review prior to any emergency fund credits can be loaded.
Contracted taxi services are networked with our scheduling system. Trips are performed in our system. The User Side
Subsidy Program is managed by a Swipe Card with automated audit funcons. In addion, audit queries are used to
verify trip informaon prior to payment.
All trips are dispatched electronically to MDTs which capture pick up and drop off mes and locaons which is GPS
verified.
Taxi company provides GPS data
All customer bookings are recorded in the scheduling soware. We have a program that matches the bookings on
taxis with the billing received from the taxi company. Trips that don't match are returned to the taxi company unpaid,
and the bill is paid minus the disputed trips. The company may provide verificaon of the disputed trips, and submit
them as rebills on the subsequent bill. If they cannot verify and rebill, the unmatched trips remain unpaid.
All trips must go through the taxi companies’ dispatch; all trips must begin with a swipe of the program participants’
automated swipe card, which acvates the GPS coordinates and also documents the origin of the trip; at the
desnaon the card is swiped again to complete the purchase and document the desnaon. The electronic swipe
card system allows us to receive and document each trip real me in our database. When invoices are submied by
the Taxi companies the audit process includes both system and manual screening to idenfy trips which may not be
valid. The system checks for trips with high fares with low mileages, missing the inial swipe and GPS coordinates,
trips with excessive p amounts, total fare amounts which do not correspond with card records, missing data or
incomplete data columns, driver # vs. parcipants card # (to avoid trip concentraon or personal drivers), etc.
Invoice/manifest reviews
Taxi provider manifest per trip with vouchers redeemed aached. Internal audit of vouchers versus manifest.
Vouchers are numbered and logged by program user.
Overflow taxi service is non-dedicated and trips are dispatched by the taxi company from the pool of daily work
(based on the negoated pickup me). A report of these trips is sent to the taxi company the night before and any
add-ons/changes occurring aer that me go out by phone/email. The taxi company has access to our Trapeze
scheduling soware and they complete mile, hour, rider, and fare data entry therein, while also providing a scanned
copy of the driver’s paper log and an AVL data dump. We use automated reports to idenfy errors (for correcon) in
trip data entry and automated reports to validate no show assessments (to customers) and missed trip assessments
(to the taxi company). In addion, we perform field audits of driver performance, on me compliance, and AVL
sampling.
We review monthly the vouchers for errors or anything looking suspect.
Proof of trips, miles and invoices are submied to the Agency.

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We review every invoice and compare it to the ride scheduling so

ware. We review each ride and length of distance
travelled. The taxi provides documentaon that supports the invoices.
Contractor collects fare and pays transit agency (not deducted from rate) -Trip records are verified against invoiced
rides
The Paratransit Budget has mulple sources approx. 2/3 is local sources, so taxi services can all be provided with local
funds. We use the data from the debit card program to audit trips, that provides automated data for each trip,
including date, me, driver, customer, cost of trip, mileage etc. We can look at the data for anomalies to look into in
more detail. Matching pairs driver and customer, trips where cost and mileage don’t coincide, customer trips where
few trips go to customers residence etc. We also do monthly calls to customers to determine OTP and an annual
survey to also measure customer sasfacon.
We audit the driver trips for all trips. For the regular service we verify the trips referred with the trips sent.
Call Center audits the taxi bills—matching against the rides booked.
Queson 24: Does the taxi company(ies) that your agency uses have accessible
vehicles?
Response Response
Response Opons
Percent Count
Yes 61% 23
Only some of the mulple taxi companies that

32% 12
we use operate accessible vehicles
No 8% 3
Queson 25: Has your transit agency assisted the taxi company(ies) obtain accessible vehicles, e.g., leased
accessible vehicles to the taxi company(ies)?
Response Response
Response Opons
Percent Count
No 70% 26
Yes; please explain: 30% 11
Explanaon:
We encouraged Yellow Cab to apply for New Freedom funds to purchase 8 accessible minivans four years ago. We
retained ownership of the vehicles and required 5–6 of the vehicles to be dedicated to Paratransit and the rest were
to help expand general community capacity of accessible taxis.
City has acquired accessible mini-vans and one accessible small bus which the taxi company uses to provide the
subsidized trips.

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Yes, we own 9 of the 11 accessible taxis current operang in ______.
Purchased accessible vehicles through a New Freedom grant.
Taxi company supplied all vehicles for many years. Lately, transit agency has decided to purchase the vehicles, 6 of 15
so far, with the remaining 9 vehicles to be supplied by transit agency by 2016.
We lease our vehicles to the taxi company
New Freedom funding for the first 4 accessible taxis in the county.
We provide the taxi company with six of our paratransit vehicles. Those six vehicles are idencal to the rest of the
fleet.
We did when the program started, but last 10+ years they have provided their own accessible vehicles.
We lease five accessible minivans to the taxi companies for $250.00 per month
Queson 26: What enty regulates the taxis that your agency uses? (check all that apply)
Response Response
Response Opons
Percent Count
We regulate the taxi industry. 16% 6
The city/ies where we operate regulates taxis. 54% 20
The county/ies where we operate regulates taxis. 22% 8
The state regulates taxis (e.g., a state public ulity or service commission) 30% 11
Other; please idenfy: 19% 7
Total Responses
(mulple
responses
- 52
allowed -
percentage
exceeds 100%)
Other Explanaon:
We have a City/County “Metro” Government.
We only use sedan companies to provide service.
The city used to regulate. Now it is unregulated and most operators (including our contractor) are now technically
operang limousine service.
Some cies regulate, some do not.
Transit authority regulates paratransit in the county instead of the PUC.
We/the transportaon authority is the city and county enty which regulates taxis for the city/county.
Requirements are very few in an unregulated industry. The City regulates only the cabs that serve the airport.

88
Queson 27: Does the taxi regulatory enty that regulates the taxis you use require taxi companies to have
accessible vehicles?
Response Response
Response Opons
Percent Count
Yes 24% 9
No 51% 19
Not Sure 14% 5
Other Explanaon:
We only use sedan companies
Some, but not all cies require
Yes in the City. No in suburban area.
100 of the taxi permits/medallions are issued for accessible vehicles
Queson 27A: If yes, please explain what the regulaons require (e.g., a certain percent of accessible vehicles for taxi
companies of a certain size) or, if easier, please give us the website and we will check the regulaons.
Response Response
Response Opons
Percent Count
Explanaon:
I don't know the requirement. Metro Louisville Ground Transportaon Ordinances 115.240 through 115.270 would be a place
to start.
Under our franchise agreement and SSG board approved ordinance each franchise must operate and maintain two wheelchair
accessible taxicabs at all mes that meet ADA requirements and standards.
City of Chicago Business Affairs and Consumer Protecon www.cityofchicago.org/bacp
2% of total fleet, hp://ladot.lacity.org/WhatWeDo/TaxicabsAmbulancesPipelines/Taxicabs/index.html
20% per 16.40.300 hp://www.portlandonline.com/auditor/?c=28593#cid_254396
The County’s regulaon mandates that a certain percentage of taxi companies fleet must be accessible vehicles

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At least one accessible vehicle per company or 1% of total fleet
I am not sure if the cies require the taxi companies here to have x amount of accessible vehicles, the taxi companies here
have been supplying supplemental paratransit service for so long, that they have always invested in their own accessible
vehicles.
hp://www.amlegal.com/nxt/gateway.dll/California/transportaon/divisionii/arcle1100regulaonofmotorvehiclesforh?f=te
mplates$fn=default.htm$3.0$vid=amlegal:sanfrancisco_ca.
We are ancipang more changes in the Ramped Taxi regulaons but this is where they stand today.
Helps though, in the applicaon for addional taxi permits to offer accessible cabs. Very popular with the County Board.
Queson 28: Do you think the taxi regulaons are adequate to regulate the taxi industry in your jurisdicon(s)?
Response Response
Response Opons
Percent Count
Yes 46% 16
No 34% 12
Haven't really thought about it 20% 7
Comments:
I think the taxi industry is coping with driver availability issues and struggles with the balance of consumer
expectaons of quality drivers and private contractor business model. This disconnect becomes more apparent when
more training and communicaon skills may be needed to serve special populaons, like people with disabilities, on a
regular basis.
We only use sedan companies.
This is a fairly small community and the regulaons seem adequate. The community isn’t really large enough to
support several medium or larger taxi companies. We contract with the largest, & there are a handful of small taxi
operators. I think there are serious liability issues with the Uber-type taxi service model that has emerged in many
larger cies. But so far it’s not a real issue here...
We are currently working toward the possibility of having the regulaons updated in order to mandate that a
percentage of new taxicabs be accessible.
It has been brought to our Board of Directors on several occasions that we have some of the strictest enforced taxi
regulaons anywhere.
The City has comprehensive regulaons and are supporve of ADA services. The transit agency has a good working
relaons with___. In the suburban areas the regulaons vary by municipalies. The transit agency contracts with taxi
companies in the suburbs requiring agency policy and FTA compliance.

90
Regulaons previously supported a monopolisc arrangement and prevented entry into the market by any operator
not affiliated with a very small handful of companies primarily owned by one organizaon. This has changed very
recently, so it is early to tell if the changes are beneficial to persons with disabilies
The city regulaons have been in flux. Some of the controversies are: Permit caps, and only five or six permied
companies Driver complaints about pay and working condions Permit classificaons, i.e. shul es and two different
cab classificaons—regular taxis and specially aended (reservaons only) Uber and similar companies
Too lax. Need more oversight and vehicle inspecons.
Requiring a minimum percentage of accessible vehicles (ramping up to that percentage as new vehicles are
purchased) would be of great benefit. We pay a slightly higher rate (due to administrave costs) than a standard taxi
fare and have more (contractually) stringent requirements for parcipang drivers/vehicles than city regulaons do,
so most aspects of taxi regulaon are outside of our concern.
PUC insurance limits too low, lack of standards for drivers, no requirements for accessibility
There are a few “bandits” (illegal cabs) operang in this county, but I would say that the legal taxi companies are
adequately regulated. I think we will become more aware of the actual regulaons as the taxi companies become
more paratransit oriented (sub-contracted) because their general public customer base is being eroded by Uber and
Ly, etc...and that is bringing aenon to regulaons right now.
We focus on oversight for the contracts we have entered into. The taxi company provides trips for other enes, as
well as their private service. We focus on our services, but not the enre service provide by the taxi company. Since
the taxi company provides human service transportaon through the state, there are some state and broker oversight
that takes place.
But impacts of not being able to also regulate the TNCs is having an impact on Taxi services. It is helpful to be the
regulator and to be able to emphasize service to seniors and disabled as part of the taxi training for all new taxi
drivers.
Many cies are unaware of their exisng ordinances and seldom do any enforcement. The addion of TNCs to the
market will become an added challenge. Most cies are unaware of any impact.
County Board asked staff to review regulaons. One irritant is the bar in the Metro area from picking up in local
jurisdicons that the cab is not licensed in. Forces inefficiencies.
Queson 29: Do the taxi vehicles have in-vehicle equipment and technology that provides data on your agency’s
subsidized trips for monitoring and auding purposes?
Response Response
Response Opons
Percent Count
Yes 62% 23
No 38% 14

91
Queson 29A: If Yes, what are the funcons of the technology? (check all that apply)
Response Response
Response Opons
Percent Count
Riders use a swipe/smart card that serves as an ID card. 35% 9
Riders’ swipe/smart card provides payment (some or all) for the trip. 31% 8
The card/technology idenfies the specific trip origin and desnaon locaons. 46% 12
The card/technology provides date and me stamps of pick-ups and

50% 13
drop-offs.
Technology allows real-time tracking of vehicle locaon, e.g., with AVL. 62% 16
Total
Responses
(mulple - 68
responses
allowed)
Other Explanaon:
Currently there is no connecon between our Trapeze PASS paratransit trip scheduling soware and the vehicle.
Data is entered by hand after the day of service. However, Yellow Cab is currently engaged in a project to
integrate an upgrade in their dispatch/vehicle system to “Pathfinder” with Trapeze. The metable for will call trips
is late May and hopefully all trips in the months thereaer.
Prime contractor based technology that facilitates vehicle tracking and meter readings.
We are about to award a contract for technology to do most of the items above.
Note that the technology in the taxi is not compable with the transit agency soware
We do not use technology in our partner vehicles at this me
MDTs
Taxi company has DDS mobile data terminals
The taxi company’s mobile data terminal system is not hooked up to ours. The taxi company enters our trip
informaon into their own real-me dispatch soware. Completed trip information (miles, hours, riders, fares) is
received back through manual data entry into our scheduling soware.
The incoming contractor will be installing swipe card technology to track origins and desnaons and other rider
data (Rider ID card)
Helps them generate reams of paper for the regulator and hack inspector to review, and generates the bills listing
every transit agency ride provided, with names, addresses, distance and me.

92
Queson 29B: If Yes, is this the same in-vehicle equipment and technology in the vehicles of your agency’s ADA
paratransit dedicated fleet of vans/smaller buses?
Response Response
Response Opons
Percent Count
Yes 21% 6
No 79% 23
Queson 30: If your agency has implemented an electronic fare system, what advice would you give another transit
agency that was considering transioning from a paper system to an electronic fare system?
Response Response
Response Opons
Percent Count
Explanaon:
One of our challenges has been the varied type of equipment among taxi companies. System communicaon,
cashiering, system updates posed some issues, e.g., a taxi company may update their servers and cut communicaon
without noce. Processes and established procedures are important when migrang to an electronic system.
Do it! You won't regret it. It’s worth the hassle especially for the monitoring capability and the ability to assure that
the amount paid is the meter amount. It’s easier for all involved companies, drivers, and customers aer the inial
burn in startup period.
Ensure that all participang taxicab vendors ulize compable program/systems as is developed and supported by
the Program; including appropriate technology, hardware and soware equipment, such as Mobile Data Computers
(MDCs), taxicab meters, card-swipe equipment, Global Posioning System (GPS) device, and manual card printers (or
smart printers) to successfully provide ongoing system processing capabilies.
Some taxi companies that parcipate with our program have these capabilies but our program does not use them.
Other cies and the regional system use this technology. So, the infrastructure for this technology does exist locally
but the cost to join such a program is much higher than what our program currently costs to operate.
Time consuming to make the transion but worth the effort.
We offer mobile cketing for smartphone users. Through separate customer surveys, we have learned that there are
significantly fewer smartphone users among our paratransit customer base than our fixed -route customer base. If
considering adopon of smart technologies, it is advisable to poll your customer base to determine what smart
technologies might best suit their needs, interests, and the tech they have access to. Addionally, choose customer
enrollment/unenrollment (opt in/opt out) methods that require limited or no manual data entry/tracking/validaon
by office staff. Last, if sharing systems between paratransit and other modes, be sure paratransit has its own
segregated reports (membership counts, usage, revenue, etc.) as it’ll come in handy for various forms of review and
analysis.
Allow adequate me, 6 to 12 months, for educang customers, cab drivers and training staff. Test the technology
with cab company providers and field test the program with customers. Nofy customers of the change in wring and
offer them the chance to talk with a staff person on the phone. Make presentaons to appropriate facilies.

93
Queson 31: What are the advantages of using taxis for required, next-day ADA paratransit
service?
Not
Major Minor
Very
Advantage Advantage
Important
Improve overall cost-efficiency 22 6 3
Serve “overflow” trips on pre-scheduled basis

22 6 2
during peak periods and other mes
Serve “overflow” trips on day-of-service/real-me

scheduling basis during peak periods and other 22 3 4
mes
Provide service during low-demand periods 8 13 7
Provide service in outlying parts of service area 17 6 7
Improve producvity of dedicated fleet 12 11 6
Expand service without buying vehicles 20 6 4
Reduce/eliminate trip denials 18 4 7
Provide a service that riders like 13 12 6
Queson 32: What are the advantages of using taxis for same-day taxi service beyond requirements
of the ADA?
Major Minor Not Very

Advantage Advantage Important
Help meet demand for ADA paratransit trips 20 5 4
Serve ADA-eligible riders outside the 3/4 mi.

9 4 12
corridors of fixed routes
Provide a same-day trip opon for ADA eligible

16 6 6
riders
Serve seniors and those with disabilies not

16 2 10
eligible/cerfied for ADA paratransit
Serve seniors, those with disabilies, those with

lower incomes, and others who are not 14 4 9
eligible/cerfied for ADA paratransit

94
Queson 33: What are the challenges of using taxis?
Major Minor Not

Challenge Challenge an Issue
Efforts needed for oversight and monitoring 20 11 3
Taxi company(ies) has difficulty with reporng

12 13 8
requirements
Overall service quality 7 18 8
Service reliability (e.g., late trips, missed trips) 8 13 13
Driver quality (e.g., driver assistance, adequate

7 19 7
English language skills)
Inadequate driver training 9 13 12
Difficulty/inability to meet insurance

3 6 24
requirements
Difficulty/inability to meet FTA drug & alcohol

3 9 22
testing requirements
Lack of accessible taxi vehicles 18 6 11
Inadequate taxi regulaons governing taxi

6 9 17
industry
Complicaons with/resistance from the transit

1 5 26
union
Impact on taxi industry with compeon from

Transportaon Network Companies (TNCs), e.g., 8 6 17
Uber, Ly
Other 10 0 2

95
Queson 34: If your agency’s taxi-based services have been impacted because your jurisdicon’s taxi industry
must now compete with Transportaon Network Companies (TNCs), e.g., Uber, Ly, would you briefly explain the
impacts? (For example, fewer taxi drivers, late trips, missed trips, etc.)
Response Response
Response Opons
Percent Count
Explanaon:
At least one company has gone out of business but others have adapted by providing rideshare-like services. None of
the impacts have made much of a difference to our program. Parcipants in our program cannot schedule trips
through the rideshare-like service currently offered.
Not an issue
While sll a minor problem in ___ County, some taxi drivers are moving to TNCs or provide dual services. This is not
good for the taxi industry as a whole and TNCs currently do not provide any accessibility opons in our area. If taxi
services as we know them today disappear, who will serve the elderly and disabled? Notwithstanding these concerns,
there is sll a lot of room for improvement in the taxi industry including adopng some of the conveniences, and
vehicle and grooming standards typically offered by TNCs.
Compeon with higher fare trips.
N/A
Not clear yet.
Haven’t been impacted.
The taxi company has some concerns about geng and keeping good drivers.
N/A
We have not seen any impacts in our area. Uber is currently being fined each day for operang in our city without a
public passenger license. Our concern is that Uber will take so much taxi business that the taxis will have to decrease
their fleets leaving the call center without a much needed transportaon resource for customers served by multiple
funding sources.
No impact in providing services to date
No noceable impact on service.
It has been reported that the taxi companies are seeing a @30% loss in service to TNCs.
N/A
At this me, Uber has agreed to temporarily suspend operaons for 90 days to allow the City me to work out the
regulatory issues. Per the agreement, they will begin operang on April 9th, 2015. So it is too soon to tell in our City.
No impact so far.
No change in service but taxi contractor has commented that it is geng harder to keep drivers from jumping to
Uber.
N/A
N/A
At this point only minor impact has been observed.

96
We are so small, we have not seen major impacts on our service. The local taxi company has kept us apprised of the
fact that they are experiencing an impact, but most of our manifests are performed by the owner of the company,
and dedicated employees.
There have been impacts to the taxi industry by the introducon of the TNCs. It’s a changing environment so it’s sll
hard to know what all the impacts will be. The one that has been felt the strongest has been a shortage of taxi drivers
because would be drivers are going to TNCs instead. This has had a parcular impact on the Accessible Taxis because
driving one of those cabs already has more challenges than a regular sedan, such as higher fuel costs, greater
maintenance costs, more me to secure wheelchair users, potenally more deadhead me to reach customers etc.
Incenves are necessary to draw drivers to the service and even with incenves we are still experiencing challenges.
We are in a suburban low density area and the limited taxi market has seen little impact from TNCs as yet. We are
concerned about future issues as their presence grows.
TNCs have aracted drivers from the taxi companies. Consequently, fewer taxi drivers are available for the sedans.
Our taxi vendor has other incenves to keep accessible minivan drivers behind the wheel. This results in late pickups
and complaints—almost enrely from ambulatory riders.
To date we have not seen an impact. However it could work to our advantage by freeing more cabs for our programs,
unless a lot of cab drivers go to the TNCs
I’m not aware of this new TNC opon having a significant impact in our community yet.
Queson 35: What key advice or “lessons learned” would you give to another public transit agency considering the
use of taxis for older adults and people with disabilies?
Response Response
Response Opons
Percent Count
Lessons Learned:
Don’t do it for the enre service, write a very good contract and specify technology.
1. Understand their model and culture. It is very different; and address the pinch points early. It has to start with
upper management who sees potential of serving this populaon (in and outside of your contract). You probably
can't lead this horse to water. 2. Address the data and reporng issues up front if there will be a high volume of
trips—NTD will make you crazy, if not. 3. You have to give them enough business (carrot) to justify their investment in
technology, driver training, etc. It’s a balancing act—if you don’t take the risk and give them the work you probably
won’t be considered an important customer and that makes more ‘requirements’ harder.
Go for it, if you have the funding.
We began program with a higher subsidy amount and found that it encouraged fraud. We reduced the subsidy and
have beer controls to prevent fraud.
Ensure focused training and retraining on Customer Bill of Rights/Customer Service/Sensivity Training for paratransit
customers, Migate language barriers.
Taxi drivers are very different from transit coach/bus operators and few view driving a taxi as a career. While no one
likes rules and conformity, taxi drivers tend to loath them. We have encountered various problems with poor service
and dishonest pracces by a few drivers up to and including driving while intoxicated. Adopters will need effecve
monitoring pracces and sff penales for violaons including suspension of taxi permits.

97
Limit expectations; ADA paratransit is to be comparable to fixed-route service not an exclusive car service; could be a
cost generator instead of a cost savings iniave, inducing more discreonary trips.
Using taxis has allowed us to have addional opons at the lowest possible cost.
The most important elements in our experience are selecng a company with a request for proposal (i.e., not a bid
with award going to the lowest cost), selecng a company interested in long-term growth as opposed to a quick
profit, and working to understand their business.
Clearly define expectations and requirements. Hold the bar high and expect the same driver training, and quality as
any other contractor. Have very structured oversight and monitoring acvies built into the service model.
Our transit agency is lucky to have a long relaonship with a good taxi company that makes a big difference. Being
clear about how to use taxis is important for dispatchers. Our agency gets real value by using them when it would
take one of our own drivers out of posion for more producve service. Having taxis available for “safety valve”
situaons really helps us solve problems every week. We have developed an “allowance” system to avoid over use of
taxis when our own drivers can be used producvely.
Be very selecve in which taxi company you use. Be very clear to riders about how the taxi service works. Be very
careful to monitor the service.
Our same day taxi service began almost 20 years ago at a per mile reimbursement rate. I would strongly advise
against this approach and sck to a per trip reimbursement rate. Furthermore, consideraon should be given to
offering mulple reimbursement rates dependent upon whether services are offered by sedans or accessible vehicles.
A higher rate for an accessible vehicle may movate more drivers to purchase accessible vehicles.
Start small and with a company willing to make changes in how they do business.
Have annual reviews with taxi companies and independent taxicab drivers, we have found this is best met during our
required franchise meeng for the taxi companies, and annual driver permit renewal for the taxicab driver. Stay away
from a paper voucher program as it will substanally impact office personnel producvity, cause addions account
errors, and increase the possibility of fraud.
Advice: 1. Decide how you are going to use taxi (service design may be different if you operate in mulple counes or
varying communies) 2. Conduct an RFQ (Get commitment from owner or partner of taxi company) 3. Clearly idenfy
FTA requirements. (Project Acon Easter Seals provided helpful material and videos) 4. Survey technologies used for
swipe card, if any, cashier, gateways etc. 5. Communicaon and connued communicaon between all involved
parties is essenal
Have same levels of training requirements for both dedicated and non-dedicated drivers. Agency must be able to
have same level of oversight and auding for dedicated and non-dedicated services.
Have stringent eligibility criteria in place if the service is limited to ADA eligible applicants. Make sure the taxi agency
is fairly compensang drivers so as to avoid discriminatory behavior toward ADA clients.
Cab service represents 10–12% of our ADA paratransit ridership, and benefits us greatly by providing addional
capacity when and where we need it. That said, quality issues are significant and require constant focus and follow-up
with the cab company. And we have had a struggle ge¡ng good data from the cab company. Ideally, it would be
good to use several cab companies so that there is compeon for trips, but at this me we have only one contract
with a large company. Some successes have been—cab company finally providing complete mileage data so to allow
accurate reporng to NTD, cab company management a¤ending advisory commi¤ee meengs to answer quesons
and listen to feedback, cab company not billing for trips when there have been serious mistakes made by operators.
Our transit agency has sophiscated on-me performance and complaint tracking (including cab operator name) to
address trends, cab company is bringing more accessible vehicles on line. We built a program to allow cab company to
import trip data directly from our scheduling system for before-day trips. However, quality is not what it should be
and our efforts are ongoing.

98
Establish rigid eligibility criteria for par cipa on; audit a significant percentage of the trips; establish an electronic
swipe card system instead of vouchers to help with GPS tracking and invoice reconcilia on; monitor performance of
the taxi companies, including their billing procedures.
Taxis are a cost-effec ve mode of transporta on for ADA paratransit, but for the service to run properly there must
be a great working rela onship between the transit agency and the taxi company management.
Be prepared to dedicate a lot of me (time management) dealing with issues developed by both the taxi firms and the
individuals using the service. However, for our agency it is more cost-effec ve to outsource the transporta on
program than to operate it in-house.
It’s me consuming and monitoring is critical. Very important to establish rela onship with taxi providers.
Agency must monitor the taxi companies, and provide feedback, and on-going training in the areas of customer
service. The taxi companies must be educated in the areas of handling, and dealing with seniors and those with
disabilities.
Audit the taxi company regularly, and meet with the person in charge when issues arise. Includ e taxis operators in
your company’s training and familiarize the dispatchers with your dispatchers and procedures. Follow up on customer
reports, good or bad.
Taxi companies without prior experience with paratransit service are going to have ini al diffic ulty. Their business and
data collec on centers around profit and basic logis cs. They will need to be educated on the various regula ons,
service needs, and data collec on required for federally funded paratransit.
It’s worth the trouble. First build rela onships with taxi companies so that they can see your services as a market they
could fulfill and you can beer understand how the services you need may fit within their framework. Also work with
regulators to make sure that the regula ons encourage this type of service. Customer acceptance doesn’t seem to be
an issue, taxi is oen seen as a luxury by customers and it’s almost also less costly for the transit agency. Need to
assure that there are some ways to curtail demand so having an ADA op on for services beyond a certain amount is
helpful. Important to have methods to verify trips. Electronic tracking with GPS etc. is very helpful. With a robust taxi
industry a user side subsidy program can be a very cost effec ve user friendly way to provide trips to ADA eligible
customers. We’re more than willing to share our experience.
Analyze your cab market carefully in terms of number of viable companies. Number companies with government
contrac ng experience, market entry requirements. If you are contempla ng a user side system, analyze the level of
competition and sophis ca on. Are there bandit cab issues etc.
Our taxi vendor was proac ve decades ago on accessible vehicles and on training/sensi zing drivers to the needs of
seniors and people with disabili es. Geng the emotional as well as written commitment of the vendor is a base
requirement. Other requirements: A taxi billing system that is auditable—available on a database for review.
Incen ves to reduce the daily rental cost for drivers of accessible taxis as well as maintenance costs. Familiarity of the
taxi mechanics with minivan transmissions (especially Dodge) and accessibility equipment. Dedicated training and
veng program for drivers, including criminal/traffic background checks and FTA-compliant drug and alcohol tes ng.
Clear and concise printed and on-line paratransit program rules, bilingual as needed, available to drivers and
customers. Clear and concise contract Scope of Services—especially regarding billing, record-keeping, and repor ng is
also vital. In a system of mul ple vendors with a mixed fleet, dispatch of accessible vehicles should be centralized to
improve on- me performance.
Look at more than the boom line. While using taxis is cost-effec ve, there are tradeoffs. Unlike a transit system with
trained and carefully selected drivers, anyone can drive a cab so service may be less consistent. The transit agency is
compe ng with everyone else in the market place so at mes when there are special events in the community cab
service for transit customers may be compromised.

99
Queson 36: Have you conducted any surveys or other feedback mechanisms to understand your passengers’
perspectives on the taxi-based services?
Response Response
Response Opons
Percent Count
Yes 42% 14
No 58% 19
Queson 37: How would you characterize your service area?
Response Response
Response Opons
Percent Count
Rural/small town—Less than 50,000 popula

on 5% 2
Urban—50,000 to 200,000
33% 13
population
Large urban—200,000 to 1 million population 36% 14
Metro region—More than 1 million popula

on 26% 10
Queson 38: Annual data for most recent full fiscal year.
Response Response
Response Opons
Percent Count
Taxis Used for Dedicated, Next-Day, Required ADA Paratransit Service:
Total Active Vehicles
1 - 10 1
11 - 25 2
26 - 50 0

100
51 - 100 2
101 - 200 1
201 - 400 1
Over 400 1
Annual Passenger Trips
1 - 5,000 1
5,001 - 10,000 1
10,001 - 20,000 1
20,001 - 40,000 1
40,001 - 80,000 0
80,001 - 160,000 3
Over 160,000 2
Annual Operang Cost
Up to $50,000 1
$50,001 - $100,000 0
$100,001 - $200,000 0
$200,001 - $400,000 1
$400,001 - $800,000 1
$800,001 - $1,600,000 1
$1,600,001 - $3,000,000 2
$3,000,001 - $6,000,000 0
Over $6,000,000 3
Number of Taxi Companies

Parcipang
1 4
2-5 2
6 - 10 2
Total Respondents 9

101
Taxis Used for Non-Dedicated, Next-Day, Required ADA

Paratransit Service:
Total Active Vehicles
N/A 1
1 - 10 4
11 - 25 4
26 - 50 4
51 - 100 0
101 - 200 1
201 - 400 1
Over 400 2
1 - 5,000 4
5,001 - 10,000 1
10,001 - 20,000 1
20,001 - 40,000 2
40,001 - 80,000 5
80,001 - 160,000 2
Over 160,000 2
Annual Operang Cost
Up to $50,000 2
$50,001 - $100,000 2
$100,001 - $200,000 0
$200,001 - $400,000 2
$400,001 - $800,000 2
$800,001 - $1,600,000 2
$1,600,001 - $3,000,000 2
$3,000,001 - $6,000,000 2
Over $6,000,000 1

102

Par cipa ng
1 13
2-5 1
6 - 10 3
11 - 20 1
Over 20 1
Total Respondents 17
Taxis Used for Same-Day Taxi Service Beyond ADA

Requirements:
1 - 5,000 5
5,001 - 10,000 0
10,001 - 20,000 2
20,001 - 40,000 2
40,001 - 80,000 3
80,001 - 160,000 3
Over 160,000 2
Annual Opera ng Cost
Up to $50,000 3
$50,001 - $100,000 2
$100,001 - $200,000 1
$200,001 - $400,000 1
$400,001 - $800,000 1
$800,001 - $1,600,000 4
$1,600,001 - $3,000,000 1
$3,000,001 - $6,000,000 0
Over $6,000,000 1

103

Parcipang
1 8
2-5 5
6 - 10 2
11 - 20 1
Over 20 1
Total Respondents 17
Queson 39: Would you be willing to talk with one of the research team members about your survey responses or
possibly serve as a case study?
Response Response
Response Opons
Percent Count
Yes 56% 19
Maybe 35% 12
No 9% 3
Queson 40. Any Addional Comments
Deeply considering going to an electronic fare collecon and service tracking program within the next 12–18 months.
If managed correctly, with fair, but strong, contract language, non-dedicated taxi can be a valuable method of
handling ADA overflow service. Real-time automation and data collecon should be employed wherever possible.
Direct costs AND administrave costs should be considered together when determining effecveness of this mode.
The annual data is all esmated. We contract with a taxi company and the same taxi company’s subsidiary. The taxi
company provides service to ambulatory riders (sedans & minivans) and the subsidiary provides service to non-
ambulatory riders (minivans & vans).
Especially in Urban communies taxis are a resource that Transit Agencies should look into partnering with. It’s a
long-term proposion but can result in more cost-effecve and customer friendly service. There are challenges and it
can take years to develop but can be worth the effort. On the taxi data our service is same day, not next day. An ADA
eligible customer calls the cab company just prior to their trip to reserve a cab and then they pay with their subsidized
debit card which collects all the details of the trip.

Abbreviations and acronyms used without definitions in TRB publications:

A4A Airlines for America
AAAE American Association of Airport Executives
AASHO American Association of State Highway Officials
AASHTO American Association of State Highway and Transportation Officials
ACI–NA Airports Council International–North America
ACRP Airport Cooperative Research Program
ADA Americans with Disabilities Act
APTA American Public Transportation Association
ASCE American Society of Civil Engineers
ASME American Society of Mechanical Engineers
ASTM American Society for Testing and Materials
ATA American Trucking Associations
CTAA Community Transportation Association of America
CTBSSP Commercial Truck and Bus Safety Synthesis Program
DHS Department of Homeland Security
DOE Department of Energy
EPA Environmental Protection Agency
FAA Federal Aviation Administration
FAST Fixing America’s Surface Transportation Act (2015)
FHWA Federal Highway Administration
FMCSA Federal Motor Carrier Safety Administration
FRA Federal Railroad Administration
FTA Federal Transit Administration
HMCRP Hazardous Materials Cooperative Research Program
IEEE Institute of Electrical and Electronics Engineers
ISTEA Intermodal Surface Transportation Efficiency Act of 1991
ITE Institute of Transportation Engineers
MAP-21 Moving Ahead for Progress in the 21st Century Act (2012)
NASA National Aeronautics and Space Administration
NASAO National Association of State Aviation Officials
NCFRP National Cooperative Freight Research Program
NCHRP National Cooperative Highway Research Program
NHTSA National Highway Traffic Safety Administration
NTSB National Transportation Safety Board
PHMSA Pipeline and Hazardous Materials Safety Administration
RITA Research and Innovative Technology Administration
SAE Society of Automotive Engineers
SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act:
A Legacy for Users (2005)
TCRP Transit Cooperative Research Program
TDC Transit Development Corporation
TEA-21 Transportation Equity Act for the 21st Century (1998)
TRB Transportation Research Board
TSA Transportation Security Administration
U.S.DOT United States Department of Transportation

ADDRESS SERVICE REQUESTED
Washington, DC 20001
500 Fifth Street, NW
TRANSPORTATION RESEARCH BOARD
NON-PROFIT ORG.
ISBN 978-0-309-27211-7
COLUMBIA, MD
PERMIT NO. 88
U.S. POSTAGE
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PAID
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Use of Taxis in Public Transportation for People with

113 pages | 8.5 x 11 | PAPERBACK

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National Academies of Sciences, Engineering, and Medicine 2016. Use of Taxis in

– Access to free PDF downloads of thousands of scientiﬁc reports

Copyright © National Academy of Sciences. All rights reserved.

Not anymore; we did in the past but disconnued use of taxis.

Total Responses 100% 45

Total Respondents 100% 45

Reasons provided for not using taxis anymore:

Copyright National Academy of Sciences. All rights reserved.

Total Responses 100% 39

Total Respondents 100% 39

Total Responses 100% 28

Total Respondents 80% 28

If Yes, please explain:

Copyright National Academy of Sciences. All rights reserved.

Medicaid Medical and non-Medical, Veteran’s services

Copyright National Academy of Sciences. All rights reserved.

Total Responses 100% 35

Total Respondents 90% 35

Total Respondents 69% 27

Copyright National Academy of Sciences. All rights reserved.

Operate all the service 29% 8

Other; please explain: 25% 7

Total Responses (mulple responses allowed) - 40

Total Respondents 72% 28

Operate all of the ambulatory ADA paratransit service.

Serve trips at locaons which lack safe bus access

Taxis are used in addion to bus paratransit services by riders

Medicaid Medical and non-Medical, Veteran’s services

Copyright National Academy of Sciences. All rights reserved.

Trips are pre-scheduled onto a manifest to be provided to individual taxicabs

Total Respondents 64% 25

The transit agency directly 31% 8

Call center contractor or broker 31% 8

Prime transportaon service contractor 19% 5

Multiple transportaon service contractors 4% 1

The taxi company(ies) 15% 4

Total Respondents 67% 26

Copyright National Academy of Sciences. All rights reserved.

The transit agency directly 32% 9

Call center contractor or broker 36% 10

Prime transportaon service contractor 18% 5

Multiple transportaon service contractors 4% 1

The taxi company(ies) 29% 8

Total Respondents 72% 28

Queson 10: What is the fare for an ADA paratransit trip?

A flat fare 43% 12

It’s more complicated; please explain: 43% 12

Total Responses 100% 28

Total Respondents 72% 28

Copyright National Academy of Sciences. All rights reserved.

0-20 miles $2.75, 20+ miles $3.50

Meter rate as paid by the general public

We have a 3-Zone fare system based on geographic boundaries.

Total Responses 100% 12

Total Respondents 43% 12

ADA is $2, aer-hours is $5

Copyright National Academy of Sciences. All rights reserved.

Paper cket, voucher, scrip 64% 18

Not anymore; we did in the past but disconnued use of taxis.

Total Responses (mulple responses allowed) - 40

Serve trips at locaons which lack safe bus access

Taxis are used in addion to bus paratransit services by riders

Prime transportaon service contractor 19% 5

Multiple transportaon service contractors 4% 1

Queson 10: What is the fare for an ADA paratransit trip?

ADA is $2, aer-hours is $5

Paper cket, voucher, scrip 64% 18

Mail in fare to Administrave offices

Queson 12: Is the taxi company(ies) paid for a passenger no-show?

Queson 12A: How much is the standard payment for no-shows?

Unknown by me. Contractor negoates rate directly with taxi companies.

No extra payments/incenves are

Extra Payment/Incenve per Trip:

Passengers who are cerfied as ADA eligible 56% 20

Passengers who have disabilies, seniors and other transportaon-

Prime transportaon service contractor 4% 1

Multiple transportaon service

Queson 17: Which enty schedules the taxi trip?

Prime transportaon service contractor 4% 1

Multiple transportaon service

No change - sll meter fare