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Muni apologizes for paratransit failures as van provider changes hands; short deadline set for fixes
Summary
Muni officials apologized for a year of poor ADA van service, outlined steps taken after Transmetro Express was acquired by TechTrans (rebranded Mobility Plus), and set 30‑day and 90‑day windows to reverse negative trends while asking riders to document complaints for monitoring.
Muni’s paratransit coordinator acknowledged a sustained decline in service quality and apologized to riders while describing a corrective plan now underway.
"This past year has been very difficult in the ADA van service and the service has not been of a quality that's been acceptable to the community, to Muni, or the paratransit broker," said Kate Toren, the paratransit coordinator, during the Mayor’s Disability Council meeting on March 16. She said Muni provided about 1,200,000 paratransit trips in the last fiscal year and described a series of operational breakdowns after contracts awarded in 2006.
Toren summarized the contracting history: after a July 2005 RFP to create competition in van service, two providers were selected and contracts began April 1,…
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