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PSTA's $36 million deal would launch service for those with disabilities

 
The Pinellas Suncoast Transit Authority’s board is set to vote today on a five-year contract that could pay up to $36 million to transport disabled people who cannot use regular bus service. [Care Ride] 
The Pinellas Suncoast Transit Authority’s board is set to vote today on a five-year contract that could pay up to $36 million to transport disabled people who cannot use regular bus service. [Care Ride] 
Published July 27, 2016

ST. PETERSBURG — The board of directors at the Pinellas Suncoast Transit Authority is set to vote today on a five-year contract that could pay up to $36 million to transport patrons with disabilities who cannot use regular bus service.

The deal — if approved — would be the largest contract ever paid from the authority's annual operating budget.

The agreement with Clearwater's Care Ride LLC would start Oct. 1 and could provide up to 2 million individual rides over five years. The Demand Response Transport program, or DART, requires disabled passengers to pay a $4.50 copay per one-way trip, twice the cost of regular bus fare.

Officials hope the new contract improves service for thousands of disabled riders in Pinellas County.

"PSTA's top priority is to provide the highest customer service to all of its customers," said CEO Brad Miller. "And for our DART paratransit riders, who often have no other transportation option, we wanted to ensure our private-sector partners met this agency goal."

Currently, Care Ride, with full-time drivers, picks up riders in wheelchairs. Yellow Cab, with contract drivers, picks up riders who cannot use the county bus service. This service operates in the same areas and hours as PSTA's fixed route bus service.

As a result of the new contract, PSTA would cut ties with Yellow Cab, which drew more than 450 complaints from July 2015 through June from disabled passengers who need on-demand service. The biggest complaints centered on tardiness and rude drivers, PSTA said.

Similarly, Care Ride drew two complaints in that period. An official with Yellow Cab could not be reached for comment.

"We pick people up on time," said Care Ride administrator Douglas Johnson, noting the firm expects to hire 30 drivers and buy up to 40 vehicles. "They want reliable service. That is the key."

In April, PSTA sought proposals from firms to provide service. The agency placed higher expectations on customer service, accountability and performance. Three national and two local companies submitted bids to provide services.

Care Ride earned top ranking in both categories. The firm was founded in 1985, and BayCare Health Systems of Clearwater is now the majority owner.

For the wheelchair service, Care Ride scored 98; MV Transportation of Dallas scored 95. For the sedan service, Care Ride scored 92. TransDev, the firm that operates Yellow Cab, followed with 90, records show.

In a report that recommends Care Ride for the contract, staffers wrote that the firm's procedures and operational methods stress compliance and customer care.

"As the incumbent for accessible (wheelchair) service, Care Ride has provided 97 percent or better on-time performance rate during its nearly eight-year service run for DART with an extremely low incident and complaint rate," the report said.

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Depending on the vehicle used in a trip, PSTA would pay Care Ride an extra $27.03 for wheelchair service or $13.43 for car service.

A standard established in the contract says Care Ride should not exceed one complaint per 600 trips. The PSTA could also fine Care Ride $250 for missed trips and $200 and up if the firm exceeds expected travel times.

"It's really about making sure our riders receive the service they deserve," Miller said.

Brian Scott, a citizen member on the PSTA board composed mainly of elected city and county officials, agreed.

"If you look at the history with Care Ride, it's been very good service," he said. "It will enhance the service for the end user. They're also locally operated. That makes a difference."

As far back as 2009, the DART program came under scrutiny when PSTA and Yellow Cab became embroiled in a monthslong dispute over the amount the taxi service was paid to drive disabled passengers.

PSTA expected it would compensate for the cost of the ride less the passengers' then-$3.50 copay. But Yellow Cab interpreted the contract another way and wanted it all. The confusion prompted the bus agency to rebid the contract.

As a result of the dispute, disabled riders ended up with a choice of one of four companies. Yellow Cab then became the sole vendor in 2011.

Contact Mark Puente at mpuente@tampabay.com or (727) 892-2996. Follow @MarkPuente