Location: Atlanta, Georgia
Service Scope: Dispatching, Scheduling, Customer Service, and HR Services
Duration: May 2021- current
Team Size: 40 employees
Service Type: Paratransit Operations (24/7)
Client: Transdev

Project Overview

Vectour supports Transdev in delivering the MARTA Mobility service, the primary paratransit
service integral to Atlanta’s public transportation network. This service ensures accessibility for
individuals with disabilities, operating around the clock to meet the city’s diverse transit needs.

Vectour’s role includes managing dispatching, scheduling, customer service, and HR functions.
By implementing targeted initiatives and fostering close collaboration with stakeholders, Vectour
drives continuous improvements in operational efficiency and service quality.

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.