Oak Ridge council approves transit contract award after residents press for oversight, app and extended hours

Oak Ridge City Council on May 12 approved a one-year contract not to exceed $230,000 with East Tennessee Human Resources Agency (ETHRA) to operate the city's public transit system, contingent on state grant funding, and added new conditions after extensive public comment and council discussion. The council also authorized up to a 90-day extension of the existing ETHRA agreement while the city negotiates the new contract.

The motion as amended requires the city manager to negotiate the contract terms with ETHRA, incorporate public feedback gathered at the May 12 meeting and elsewhere, and bring the final contract back to City Council for approval before execution. Council voted unanimously to approve the amended resolution.

Councilmanic and staff discussion emphasized three recurring themes: clearer city oversight of the transit provider, improved rider communications (including software and a mobile application), and a review of operating hours. City staff said the proposed contract is for one year with nine renewal options and that the anticipated state allocation is roughly $213,125 with an 80% reimbursement rate; the local match would come primarily from the restricted-use state share of the petroleum products tax.

During the meeting, multiple Oak Ridge transit riders and disability advocates urged stronger city supervision and faster, more reliable service. Marion Wildgrouper, who identified herself as unable to rely on transit for all trips, told council she has “donated many, many hours” working with mobility advocates and said the city needs a staff member responsible for the program. Margaret Jones, who uses a wheelchair and said she has been stranded by unreliable service, described difficulty scheduling medical trips and inconsistent dispatcher communications.

Resident speakers and disability advocates asked for: (1) a designated city staff person to receive rider feedback and manage contract performance, (2) better rider-facing technologies (a tracking app and real-time updates), (3) shorter notice requirements for rides than the current 24-hour booking window, (4) consideration of expanded hours and Sunday service, and (5) meaningful performance metrics and reporting tied to the contract.

City staff told the council the RFP process included public input from an ad-hoc transportation study group and the Disability Advisory Board, and that that input shaped the RFP's provisions for quarterly performance meetings and an improved rider-feedback mechanism. Staff said ETHRA had proposed software improvements and that the city expects to require improved platforms and rider feedback channels in the negotiated contract.

Several council members pressed for more firm commitments in the contract and for the city manager to return the negotiated contract to council for ratification. Councilmember Smith requested that ETHRA provide a clear operational plan that distinguishes Oak Ridge Transit from ETHRA's other services so riders and staff are not confused by differing policies. Councilmember Dodson urged inclusion of a mobile application in the contract. Councilmember Hammond asked for an interim memorandum to council detailing which public suggestions were accepted or rejected in negotiations.

In response, the council amended the resolution to direct the manager to (1) negotiate additional contract terms reflecting public input and (2) return the finalized contract to council for approval; the amendment also authorized a temporary extension of the current ETHRA contract by up to 90 days to avoid interruption of service while negotiations proceed. The amended motion passed unanimously.

City staff said the contract award is contingent on receipt of the Tennessee Department of Transportation grant funding and that the city will provide a memorandum to council summarizing how public input was incorporated prior to execution of the agreement. Staff also said the city web page links to ETHRA's Oak Ridge Transit page and that the current service hours run roughly 8:00 a.m. to 4:30 p.m. on weekdays but that the RFP includes costed options for expanded hours.

The May 12 debate and the council amendment reflect sustained community concern about transit reliability, access for riders with disabilities, and the need for clearer city oversight and customer-service pathways. Councilmembers and disability advocates said they want to see measurable performance monitoring, timely rider-response mechanisms and clearer public information about service hours, booking rules and complaint channels.

Council vote: unanimous; council directed the city manager to negotiate contract terms, incorporate public input, return the final contract to council for approval, and authorized a current-contract extension up to 90 days if necessary.

Looking ahead, city staff said they will provide council with a memorandum before final contract execution summarizing negotiated terms and which community recommendations were adopted.