Audit of the Lowell Regional Transit Authority (June 7, 2023)

This is a state performance audit of the Lowell Regional Transit Authority, focused on its ADA paratransit service during October 1, 2019 through September 30, 2021.

“In accordance with Section 12 of Chapter 11 of the Massachusetts General Laws, the Office of the State Auditor has conducted a performance audit of the Lowell Regional Transit Authority (LRTA).”

Auditors checked whether required paratransit rides were on time and whether complaints from paratransit riders were handled properly.

“In this performance audit, we determined whether LRTA delivered on-time paratransit services required by the Americans with Disabilities Act (ADA) in accordance with its “Road Runner Standard Operating Procedures,” and its contract with MV Transportation.”

People with disabilities rely on paratransit when they cannot use regular bus routes, so poor oversight can affect whether they get timely and adequate transportation.

“As a result of LRTA not including minimum on-time performance standards and measures in its contract with, or verifying ride data in reports provided by, MV Transportation, LRTA cannot ensure that ADA-required paratransit services provided are adequate and timely and reports provided to state and federal authorities are accurate.”

If you use LRTA paratransit, this matters because the report calls for clearer complaint information, better tracking, and faster complaint acknowledgements.

“LRTA should ensure that complainants receive acknowledgements of their complaints within two business days.”

LRTA generally had on-time service data, but the audit found it lacked contract standards, did not verify contractor reports, and did not properly advertise or track ADA paratransit complaints.

“LRTA did not identify minimum on-time performance standards and measures for, or verify the accuracy of reports provided by, its paratransit management contractor.”

The auditor recommended that LRTA strengthen contracts, verify ride data, update its website, track complaints, and make sure complaint forms and responses are handled properly.

“Based on the response above, LRTA is taking measures to address our concerns.”

This report is significant because it points to oversight gaps in a public transit service used by riders with disabilities across the greater Lowell area.

“This could have a negative impact on the quality of services provided to LRTA’s ADA-required paratransit riders.”

ADA paratransit means special transit service for people with disabilities that must be comparable to regular fixed-route transit service.

“Each public entity operating a fixed route system shall provide paratransit or other special service to individuals with disabilities that is comparable to the level of service provided to individuals without disabilities who use the fixed route system.”