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Charlotte hires consulting firm to review CATS bus problems, including driver shortage

City Manager Marcus Jones acknowledged "significant and external operational challenges" facing CATS, including employee morale and staffing shortages.

CHARLOTTE, N.C. — Charlotte city leaders have hired a consulting firm to help manage the "significant external operational challenges" facing the Charlotte Area Transit System (CATS) bus system, including driver shortages, safety concerns and employee morale

The biggest issue facing CATS has been a shortage of drivers. For weeks, CATS has had dozens of daily absences. This has led to buses being delayed and plans to cut down on the number of trips buses take during low services times. At its peak, CATS was experiencing over 100 absences among operators. 

CATS CEO John Lewis said there have been discussions of raising driver pay as a recruiting tool, as well as flexible schedules to raise employee morale. 

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CATS drivers have been raising concerns about their safety for some time, and those cries for help were only made louder by the shooting death of driver Ethan Rivera in February. 

"They're scared that they're not going to make it home to their family," Willis Draughn told Charlotte City Council. "That's the issue in this city, we ain't get no respect. These people don't get no respect. They help my city move, they help your city move."

In an internal memo to council members obtained by WCNC Charlotte, City Manager Marcus Jones said he believes the issues were made worse by the COVID-19 pandemic and economic environment across the country. Jones said city officials reached out to a consulting firm in May. 

An effort city council member at large member, Dimple Ajmera said is needed to get the public’s transportation system back on track

“I'm a product of public transportation. I understand that many people, many families rely on our public transportation system... our public bus system, to get to work to get to their doctor's appointments to get to the grocery store, and more,” said Ajmera.

RELATED: TSAC approves approach to cut down on CATS bus trips

The goal she said is to make sure that the public has a service they can count on and that employees have a safe environment to work in and are taken care of.

“We have been having concerns about cats, its structure and reliability employee morale safety concerns for a long time now,” expressed Ajmera. “So it's time that we take an action that is sustainable.”

She is looking forward to the firms’ findings.

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“Those recommendations will help us implement the changes that are necessary for the short run,” said Ajmera. “But then also in long term to ensure that we are on the path to success.”

This firm has helped other transit organizations and was tasked with a review of CATS' operations and practice. 

Jones said the review will focus on five areas: 

  • Organizational structure and leadership team review
  • Procurement and contract oversight
  • Employee morale
  • Contract relationship with RAPTDev
  • Service provision/Bus system reliability

RAPTDEV is a private contractor that "provides transit management services for the Bus Operations Division."

"Management Partners began its assessment in early June and will report their initial findings to the City in August/September," the memo reads. "These findings will identify discreet areas of improvement and will serve as a draft Implementation Action Plan to deliver long-term stability to CATS operations."

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Jones said the recommendations could range from simple fixes that can be installed on a day-to-day basis to more complex solutions that require further study and financial investment. He said Management Partners will provide the city with supplementary areas that require further study. 

Contact Jesse Pierre at jpierrepet@wcnc.com or follow her on FacebookTwitter and Instagram.  

WCNC Charlotte is committed to reporting on the issues facing the communities we serve. We tell the stories of people working to solve persistent social problems. We examine how problems can be solved or addressed to improve the quality of life and make a positive difference. WCNC Charlotte is seeking solutions for you. Send your tips or questions to newstips@wcnc.com.

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