MATA blames riders for poor service

Poor management and inferior administration the real problem

By Allison Donald
During April’s MATA board meeting, CEO of MATA Gary Rosenfeld discussed his plans to improve the paratransit service.   MATAplus has over 7,183 customers on that are eligible to receive paratransit service. In February MATAplus ran 18,892 trips and just over 20 percent (4,273) were cancelled. 

Mr. Rosenfeld omitted the reasons for the cancellations and placed the delivery of subpar service at the feet of the riders due to cancellations.  He only explained how cancellation effects the delivery of service, he did not take responsibility for dispatchers failing to communicate to the drivers.  Cancellations are part of every system, it is MATA that fails to properly manage their resources.

MATA has both a cancellation policy and a “no-show” policy for riders. It is especially inept of the MATA administration to attempt to blame the poor management of the system on the patrons.

Gary Rosenfeld also highlighted staffing problems as to why MATAplus has subpar service.  He stated that the shortage of bus operators has played a role in MATAplus not being able to meet the standard of service MATA would like to provide. Again, Mr. Rosenfeld seems to blame operators for what is a management responsibility. MATA administration should realize that it is their job to train and keep personnel to effectively operate the system.

MATAplus is now fully staffed in reservations department with six people taking live bookings one in training and one person assigned to the voicemail. According to Mr. Rosenfeld the goal of the reservations department is to answer each voicemail within the hour that the person places the call. However, even with the reservation department being fully staffed has not eliminated the problems rider’s have with the phone service and making reservations. Again, the cause seems to point back to poor administration.

During Rosenfeld’s presentation to the board he did point out some possible changes that MCIL had requested to improve MATAplus service.  For example, MATA is reviewing software so paratransit riders can have the ability to book trips online and starting May 21st MATAplus certified riders will be able to use the fixed routed for free.

“I would like to see some feedback from MATA at the next city council meeting” said Jamita Swearengen the Memphis City councilperson liaison. The next City Council meeting is scheduled for May 8th.