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Audit

Audit  Audit of the Montachusett Regional Transit Authority

The Office of the State Auditor has conducted a performance audit of the Montachusett Regional Transit Authority (MART) for the period October 1, 2019 through September 30, 2021.

Organization: Office of the State Auditor
Date published: August 30, 2023

Executive Summary

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 Montachusett Regional Transit Authority (MART) for the period October 1, 2019 through September 30, 2021.

In this performance audit, we assessed whether MART delivered paratransit services required by the Americans with Disabilities Act (ADA) on time in accordance with Section 37.23(a) of Title 49 of the Code of Federal Regulations and its “ADA Paratransit Service Standards.” We also examined MART’s ADA paratransit complaint procedures to determine whether it responded to ADA paratransit complaints in accordance with Section 27.13(b) of Title 49 of the Code of Federal Regulations and MART’s “Montachusett Regional Transit Authority Complaint Procedures.”

Below is a summary of our findings and recommendations, with links to each page listed.

  
Finding 1
 		MART did not follow its performance standard for untimely drop-offs.
Recommendations
 
  1. MART should monitor all trips to ensure that it meets its performance standard of no more than 3% for untimely drop-offs.
  2. MART should ensure that it records and retains documentation for all untimely drop-offs.
Finding 2
 		MART did not follow required procedures for processing ADA paratransit complaints.
Recommendations
 
  1. MART should ensure that all fields for the investigation of an ADA paratransit complaint are documented, including the follow-up.
  2. MART should monitor each ADA paratransit complaint and ensure that its contracted paratransit provider investigates complaints within three business days and follows up with complainants within five business days.

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