Planners Collaborative worked as part of a team to study Access Link, the paratransit system operated by New Jersey Transit. The study was needed to determine if the current organization, functions, layout, and management of the Access Link program were the most cost-effective way to provide paratransit service, while still balancing service quality and efficiency. The team conducted an intensive review of Access Link activities handled by NJ Transit staff: eligibility determination, trip reservations, scheduling, service monitoring, and complaint handling. The team then spent time at all five contractor operations to observe and analyze final scheduling, dispatching, driver hiring and training, and vehicle maintenance.
