ABSTRACT
This chapter examines how contracting agencies in Chicago and to York City evaluate and control the quality of service of private firms. It then describes a methodology to measure the quality of service of private sector providers. The quality of service provided in special transportation services for the elderly and handicapped depends on a variety of factors. The chapter describes a quantitative methodology for evaluating the quality of special transportation services. The methodology relies in part on the method of quantification of subjective aspects of decisions developed by Miller. The quality scores could also be used for analyzing effective service improvements. By noting which attributes have the lowest scores, weaknesses in a system can be determined. By noting the weights attached to the attributes and aspects, it can be ascertained which changes to a particular service will result in the greatest improvement in overall quality to the user.
