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Transit Plus update: paratransit KPIs improving but productivity lags; same-day pilot ridership rising after program changes
Summary
MCTS staff reported better on-time performance and fewer missed trips for paratransit van service under the contractor Transdev, but productivity remains below contract targets; the same-day taxi pilot saw ridership increase after eligibility and fare changes.
Milwaukee County Transit System staff told the Committee on Transportation and Transit that paratransit service performance has improved since the contract began in late 2023 but that productivity and some appointment‑time measures remain below contractual targets.
Fran Newsy, MCTS director of paratransit, said Transdev (contractor, via FirstGroup/First Transit contract) improved on‑time pickups from roughly 82% early in the contract to 96% in January 2025, exceeding the 93% contractual target for on‑time pickups. Missed trips were slightly above the contract target (0.15% vs. 0.1%); on‑time appointment drop‑offs were below the 99% target (about 94% in January). Ride duration nearly met the comparable-bus target (about 89.7% vs. 90% target). Telephone-answer performance exceeded targets, while productivity (passengers per service hour) remained at about 1.3 against a 1.7 target; staff said that shortfall is driving a cost overrun.
Newsy also reported on the Transit Plus same‑day taxi pilot, implemented in August 2024 for riders who could not schedule paratransit the day before. After expanding eligibility in March 2025 (all Transit Plus riders enrolled automatically and cash fares accepted on vans), ridership rose — February had 30 client trips; March rose to 88 client trips for 17 passengers. Newsy said funding is projected to last to the end of the year unless circumstances change.
Committee members asked about contract remedies. Newsy said liquidated damages are included in the Transdev contract that can reduce the hourly rate for missed targets, but those reductions are being offset by additional billed service hours. MCTS executives said they are working with Transdev’s leadership to implement an action plan focused on productivity and cost control.
The item was informational; no committee action was taken.
