New developments for paratransit services: STM enters into contractual agreements

These suppliers will cover the 10% of trips currently being handled by minibuses, which will end at the same time.

“Last February, we committed to ensuring that all the needs of customers served by minibus, regardless of their needs, would also be met by our new partners, and that’s what we’re announcing today,” said STM CEO Marie-Claude Léonard. “Thanks to in-service tests conducted with paratransit users and representatives of paratransit associations, we were able to choose the right vehicle that would take into account the various current and future circumstances of this client group. I would like to point out that despite this transition to our external partners, the quality of service provided to our customers will not be compromised in any way,” Ms. Léonard added.

The accessible RAM Promaster Creative 3500 van was chosen following a rigorous selection process, carried out in collaboration with associations such as RUTA and Ex Aequo. Various criteria were carefully analyzed to optimize user comfort, accessibility and safety, including improved vehicle suspension, air conditioning and soundproofing, as well as sufficient space to accommodate the largest mobility scooter covered by RAMQ.

The accessible RAM Promaster Creative 3500 van

Beyond these selection criteria, STM has made the development of training for the suppliers’ drivers a priority. The service agreements stipulate that the training will be equivalent to what is currently being provided. The training has also been specifically developed by and for persons with disabilities, in conjunction with the association community representing the customer group. The STM will also carefully select the drivers and the suppliers among those already working for intermediaries. Lastly, a committee made up of the users and transport companies will focus on overseeing training, meeting service quality requirements, and taking users’ needs into account.

Finally, customer representatives will be able to discuss and monitor the performance indicators of this change within the framework of the Passenger-Carrier Committee, which meets regularly.

“I would like to reiterate that paratransit continues to be a public service. The STM will continue to provide the key functions of Intake, Reservations, Planning, Delivery and Quality Management as well as Customer Service,” Ms. Léonard added. “This transition we are making with our external partners will enable us to pursue our commitment not to refuse any requests for service, thanks to greater vehicle availability. This is an important promise for us and our clients, who are growing rapidly and whose travel needs are constantly diversifying.”

Ongoing discussions with the STL

With a view to continuing to provide quality service to users, while ensuring sound management of public funds in the wake of recent government performance audits, the Société de transport de Laval (STL) and the STM have begun discussions to have the STL’s delivery of paratransit service transferred over to the STM. This potential partnership would include the reservation call centre, logistics and the operationalization of customer transportation, which are already being outsourced.

“As we continue to look for new ways to optimize our operations and expenses, we share a common desire to work together to develop more efficient practices by consolidating services,” Ms. Léonard stated. “The STM’s strength has always been to provide quality service to our paratransit users throughout their interaction with us, from the time they make a reservation up to post-service follow-up. We therefore believe that our expertise can be put to use in Laval for the users’ benefit.”

“Providing quality service to our paratransit users is the key element underlying current discussions with the STM,” stated STL General Manager Josée Roy. “At the STL, we are committed to advancing the Laval community and believe that the options explored with the STM could serve to better meet users’ needs, while seeking to optimize resources. Needless to say, we are also in contact with the partners concerned and they will be informed of the progress of our discussions,” Ms. Roy added.

Regardless of the outcome of the discussions, there is no scenario in which positions held by STM or STL employees will be cut. Further details may be provided following the discussions.

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STM: medias@stm.info

STL: voscommunications@stl.laval.qc.ca