The MBTA will remove a contractor that manages rides for passengers with disabilities, ending a deal that had promised millions of dollars in savings and an improved paratransit system but was instead marked by persistent complaints about poor service.
Less than a year after it began scheduling and dispatching for the Ride, the T’s taxi and van service for passengers with disabilities, North Carolina-based Global Contact Services on Friday agreed to terminate its $38.5 million contract by June, more than two years ahead of schedule. The Massachusetts Bay Transportation Authority plans to hire a new contractor early next year.
Nearly from the start, Global Contact’s takeover was marked by delayed pickups, missed trips, and a customer support network that was overwhelmed by complaints. By June, the company had been penalized $100,000 for failing to meet contract standards.