This paper presents some of the problems encountered by the Chicago Transit Authority (CTA) when providing a specialised transportation system using four private agencies. A review of the service indicated that changes were necessary. The customer still complained of poor on time performance, difficulty in scheduling and some insensitive drivers. The CTA wanted improvements in record keeping, quality of service and reliability of operations. The service providers wanted more administrative support from CTA, assistance in getting vehicle permits, additional sensitivity training and access to greater computer support. The executive director believed that the initial contract did not have enough teeth in it to require the level of quality required from such a service. There were also legitimate points of contention stated by both CTA and the providers. To resolve these conflicts and improve service, a mediation process was set up between the two sides. In addition the CTA developed incentives and penalties for performance, and made these the basis for new contract negotiations.
Samenvatting