Access Services (Access), Los Angeles, CA
In January 2015, Access awarded McCloud Transportation a contract to conduct a Comprehensive Review – Customer Service Assessment. McCloud Transportation evaluated customer service functions to ensure that its structure utilizes industry best practices in the current provision of service, as well as to meet future needs of the agency. Key focal areas included an analysis of existing conditions and customer service functions, a financial analysis of customer service functions, a peer system analysis, and recommendations for improved efficiencies. Access administers the Los Angeles County Coordinated Paratransit Plan for 45 public fixed route transit agencies and provides more than 3.1 million trips per year to more than 163,000 riders with disabilities in a service area of over 1,950 square miles.