TransLink’s board is set to vote on a long list of recommendations to improve the HandyDART system.
The stakeholder committee came up with the list after continued complaints of long wait times and unreliable service.
One recommendation is for the transit authority to run the service in-house because it’s currently run by an American company.
TransLink CEO Kevin Desmond says it’s not important who operates the service, but says they’re looking at having the service agreement portion to be transferred in-house.
“One of the very quick and easy recommendations…we own the customer and we need to be there one’s providing direct customer service.”
Other recommendations include finding ways to increase service through taxis.
“Up our game on training and accountability of cab service, that the extent that people are being dispatched cabs for their trips, that TransLink would assume more responsibility for the interaction with the taxi service.”
The list includes finding ways to increase service and extending the reservation window from noon to 4 p.m.
Last year a HandyDART driver said through a freedom of information request that there were 30,000 HandyDART trip refusals.
The board will vote next Thursday.