Location: Atlanta, Georgia
Service Scope: Dispatching, Scheduling, Customer Service, and HR Services
Duration: May 2021- current
Team Size: 40 employees
Service Type: Paratransit Dispatch, Scheduling & ETA Management​
Client: Transdev

Project Overview

Since May 2021, Vectour Group has been responsible for the dispatch, scheduling, and ETA management of MARTA Mobility, the paratransit service supporting riders with disabilities across the Atlanta region. The early years of the contract were marked by persistent operational instability including high turnover, inconsistent coverage, and reactive day-to-day problem-solving. Despite efforts to build structure and introduce new policies, the system remained far below the performance expectations set by MARTA and Vectour’s own internal standards.
In late 2024, Vectour launched a comprehensive operational turnaround rooted in a six-pillar framework that rebuilt staffing, leadership, scheduling, technology usage, customer service performance, and workforce culture. By mid-2025, MARTA Mobility achieved its highest reliability in years, surpassing 90%+ on-time performance (OTP) and delivering measurable improvements across every key performance area.

Solutions

• Staffing Enhancements and Training
  • Vectour prioritized building a skilled workforce to meet operational demands. Key hires included dispatchers, ETAs, schedulers, and a dedicated Service Quality Manager with paratransit expertise..
  • Comprehensive training programs were implemented to develop both technical and soft skills, ensuring team members were fully equipped to meet MARTA’s performance standards..
• Policy Updates
  • Updated workplace policies, such as the Code of Conduct, dress code, and cellphone usage guidelines, strengthened workplace standards and improved team professionalism.
• Performance Monitoring and Collaboration
  • Vectour implemented robust employee performance monitoring practices and conducted weekly collaboration meetings with Transdev to review performance metrics and address operational challenges.
• Union Partnership
  • Vectour worked closely with the union and Transdev to align on revised policies and training needs, fostering stronger labor relations.
• Customer-Centric Initiatives
  • Programs such as monthly lunch-and-learn sessions with Mobility customers were introduced to deepen employee empathy and understanding of the service’s impact, enhancing customer service delivery.

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  Results

  • Operational Efficiency: Achieved consistent improvements in on-time performance
    through enhanced scheduling and dispatching.
  • Workforce Development: Built a cohesive and skilled team of 31 employees, equipped
    to meet MARTA’s performance standards.
  • Customer Service Excellence: Enhanced customer experience through empathy-driven
    initiatives and improved service protocols.
  • Stakeholder Collaboration: Strengthened partnerships with Transdev and union representatives, fostering a more cohesive working environment.

   

  Conclusion

  Vectour’s comprehensive approach to managing MARTA Mobility operations underscores its commitment to operational excellence and customer-focused service delivery. Through targeted staffing, robust training, updated workplace policies, and collaborative stakeholder engagement, Vectour continues to play a pivotal role in delivering paratransit services that align with MARTA’s goals and exceed customer expectations.