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. In late 2024, Vectour launched a comprehensive operational turnaround rooted in a six-pillar framework that rebuilt staffing, leadership, and service standards.
Location
Atlanta, Georgia
Service Scope
Dispatching, Scheduling, Customer Service, and HR Services
Duration
May 2021 – Current
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Team Size
40 Employees
Service Type
Paratransit Dispatch, Scheduling & ETA Management
Client
Transdev
Project delivery.
Challenge. Approach. Results.
01 / APPROACH
Our approach
Staff Training and Development
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.
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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.
02 / RESULTS
The results
Operational Efficiency
Achieved consistent, measurable improvement across dispatch, scheduling, and customer service performance following the operational turnaround.
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.
