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A tour of Indianapolis was not what one consumer of IndyGo’s Open Door services expected in January. Frankly, she was only traveling about 12 miles from her home to her employer. Two hours later, she finally arrived.
Mind you, she could not have driven herself to work any faster because she relies on a wheelchair and cannot climb behind the wheel of an automobile.
Like a great many other consumers, she relies on Open Door, IndyGo’s paratransit system.
Paratransit services are required by the Americans with Disabilities Act (ADA). The service provides curb-to-curb transportation (as opposed to door-to-door service) throughout Marion County.
Under the ADA, transit authorities must provide comparable paratransit or other special transportation services to individuals with disabilities who cannot use fixed route bus service, unless an undue burden would result.
Fixed route services are also required to meet certain standards under the ADA. For example, bus stations (i.e. stops) must be accessible.
In recent months, United Senior Action has been hearing more and more complaints about Open Door services including:
* untimely pick-ups (bus arrives excessively early, excessively late or not at all)
* long rides of two or more hours
* manifests send drivers on inefficient, nonsensical routes
* long telephone reservation wait times
* complainants receive little to no response to their concerns.
“We are very concerned about this issue,” explained Teri Whitaker with United Senior Action. “These are more than just human services issues, they are business issues, taxpayer issues, and community issues.”
Whitaker is teaming up with USA Central Indiana Organizer Matt Greenwood to research the scope and depth of the problems. “We are not just focusing on Open Door, it appears there are vast problems with the fixed routes as well. The key will be going beyond just identifying the problems, consumer-driven solutions must identified. Then we must take action.”
If you use IndyGo services—fixed route or Open Door—United Senior Action wants to hear about your experience. Contact Whitaker or Greenwood at 317-634-0872 or by emailing them at transportation@usaindiana.org.
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