RID 2.25.4 - RIDE Contractors and Teams.pdf
PDF 189 KB Posted
- Attached to
- RFP 99-25 The RIDE Access Center ("TRAC")
- Solicitation number
- BD-26-1206-MBTA-MBTA-121335
- Issued by
- Suffolk County, Massachusetts
About this file
This document details the Roles of RIDE and MBTA Contractors and Teams for The RIDE transportation service, a mobility program managed by the Massachusetts Bay Transportation Authority (MBTA). The document outlines the specific responsibilities and customer interaction channels for various service providers and support teams, including TRAC (centralized call center), Mobility Center, Dedicated Service Providers (Veterans Taxi and NEXT), Non-dedicated Service Providers (Lyft and Uber), MBTA Customer Support, and RIDE Account Funding.
The service involves multiple contact points for customers seeking trip scheduling, eligibility information, service inquiries, and account management. Key contact methods include phone numbers for different departments: TRAC (844-427-7433), Mobility Center (617-337-2727), MBTA Customer Support (617-222-3200), and RIDE Account Funding (888-844-0355). Customers can also access services online through mbta.com/customer-support and https://commerce.mbta.com/TheRide/. The document specifies the exact types of issues each service provider handles, ensuring customers are directed to the appropriate team for resolution, which helps streamline customer service and support for The RIDE transportation program.
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Text version
RID 2.25.4: Roles of RIDE and MBTA Contractors and Teams
TRAC – The RIDE’s centralized call center, trip scheduler, and dispatcher.
Types of customer calls:
• Scheduling a RIDE
• Changes to an already scheduled trip
• Questions about or issues with a current trip
• RIDE account balance inquiries
Method of contact: 844-427-7433
Mobility Center – The RIDE’s eligibility process manager and the MBTA’s mobility management service provider
Types of customer calls:
• How to become eligible for The RIDE
• Questions about current eligibility (what it means, when it ends, etc.)
• What accessibility services exist at the MBTA / how to access services such as travel training
• Changes to customer profile (address, name, mobility device, etc.)
Method of contact: 617-337-2727
Dedicated Service Providers (DSPs) (Veterans Taxi and NEXT) – providers of RIDE service via dedicated RIDE vehicles
Types of customer calls:
• Lost and Found
Otherwise, DSPs receive no other direct contact from customers. Issues with trips should go to
MBTA Customer Support.
Non-dedicated Service Providers (NDSPs) (Lyft and Uber) – providers of RIDE Flex, which includes on-demand service and scheduled service via TRAC
Types of customer issues:
• Issues with Lyft or Uber app
• Driver or trip specific issues from NDSP trips
• Denial of service animals (both to NDSPs and The RIDE via Customer Support)
Method of contact: directly in Lyft or Uber app
MBTA Customer Support – The MBTA’s centralized question and complaint intake and assignment department. The RIDE responds to all tickets submitted.
Types of customer issues:
• Issues with past RIDE trips or drivers
• General complaints or questions about The RIDE
• Fare/charge issues
• Questions about or issues with The RIDE Flex, including sign up process or program policies
• Requests for account closure and refunds
Method of contact: 617-222-3200 or mbta.com/customer-support
RIDE Account Funding – the accounting contractor that manages RIDE account balances and transactions
Types of customer issues:
• Adding funds to RIDE account
Method of contact: 888-844-0355, online at https://commerce.mbta.com/TheRide/, or in person at the Charlie Card store https://commerce.mbta.com/TheRide/
File details come from the government source that posted it. Updated .