Monitoring compliance to our client’s protocols and MTM requirements is an essential component of maintaining our reputation of high quality standards.
MTM has internal and external measures to monitor transportation provider compliance.
Internal provider monitoring –We assign each transportation provider a Network Management Representative who monitors:
insurance compliance
trip turn backs
complaints, along with the Quality Management Department
business contact information
The Representative also assists with issues such as changes to pricing, service area, hours of operation, etc.
External provider monitoring –We assign each transportation provider an Area Liaison. This Liaison will assist with compliance issues such as:
vehicle requirements and inspections
driver training
driver eligibility requirements
on-site audits
on-street observations
These reviews are in place to verify transportation provider compliance in the areas of safety and operating procedures. As part of a transportation provider’s on-site audit, the Area Liaison also performs a random review of the transportation provider’s trip records.
Together, the Representative and Liaison work closely with the transportation provider and other Network Management staff to ensure compliance to the MTM requirements. Education and re-education of the transportation provider occurs through phone calls, on-site visits, monthly education letters, quarterly newsletters, Provider Advisory Committee (PAC) meetings, and quarterly transportation provider meetings. Our clients trust us to maintain safe, qualified transportation networks and we have developed processes and procedures to achieve this objective. Continual monitoring and training of the network ensures initial and ongoing high quality service.
MTM also compiles a monthly “report card” on each transportation provider. The report card details performance totals such as trips, complaints, and compliments. Our transportation providers look forward to seeing how they rate against their peers. They appreciate the fact that we hold all transportation providers to the same performance standard across the board. This is also why MTM does not own vehicles, As a transportation manager, we ensure an equitable process to apply the same performance standards objectively to all transportation providers without a conflict of interest.
