True Partnership Brings Success

After years of poor service quality and numerous complaints from dissatisfied customers, the Southwest Ohio Regional Transit Authority (SORTA) recognized the need for improving its Americans with Disabilities Act (ADA) paratransit operation. In order to accomplish this goal, SORTA officials realized that a key component in the success of this new venture was to find a private transportation contractor that would become a true partner for progress. SORTA’s relationships with its previous paratransit contractors had been strained at best for several reasons, but primarily due to the historical way in which the agency interacted with its contractor. In the past, SORTA “managed” its contractors and provided oversight from a contractual standpoint. Neither SORTA nor the contractor viewed the relationship as a true partnership, and the end result was poor service to SORTA’s customers. The need for change became very apparent, and in 2001, an opportunity to change the way in which SORTA interacted with its contractors was presented when the paratransit contract was set to expire. It was in this opportunity that SORTA set upon a course in search of creating a paratransit operation built upon the foundation of a true partnership as opposed to simply a contractual relationship. The goal was to create a seamless operation between the two organizations, with no distinguishable difference between the transit authority and the private contractor.


  • English

Media Info

  • Media Type: CD-ROM
  • Pagination: 2p
  • Monograph Title: Bus and Paratransit Conference and International Bus Roadeo, 2007

Subject/Index Terms

Filing Info

  • Accession Number: 01051661
  • Record Type: Publication
  • ISBN: 1931594252
  • Files: TRIS
  • Created Date: Jun 16 2007 10:58AM