Success Story: Metropolitan Atlanta Rapid Transit Authority (MARTA)
The Metro Atlanta Rapid Transit Authority (MARTA) is responsible for seamless and error-free compliance with the Americans with Disabilities Act (ADA) of 1990, which prohibits discrimination, and ensures equal opportunity and access for persons with disabilities. In order to guarantee problem-free access for disabled customers, MARTA decided to consult with a firm experienced with niche project management capabilities.
DoverStaffing was hired to facilitate a multi-tiered mystery shopper (or ghost rider) program to comprehensively evaluate MARTA's safety, security, customer service and compliance with ADA standards and recommend correction procedures. As part of the project, the Dover team lead procurement and training of the mystery shoppers, coordinated the disbursement of shoppers to target transit locations and developed specialized software which was used to collect survey data to immediately communicate findings with MARTA executives.
As a result of DoverStaffing's leadership and project management innovation, MARTA is now fully equipped to make enhanced business decisions regarding its safety, security, customer service and compliance with ADA. Additionally, the response system created can now be executed within any transit authority system nationwide.