Supporting disabled people on the Motability Scheme

The client

Motability Operations Ltd are a UK based organisation who run the Motability Scheme for disabled people and their families.

The Motability Scheme enables people to lease a new car, scooter or powered wheelchair by exchanging their higher rate disability benefit. The scheme now has more than 640,000 customers.

The challenge

During a customer’s lease, there may be times when they are unable to use their Motability Scheme vehicle due to circumstances such as breakdowns, road traffic accidents, servicing or repairs.

With a focus on keeping their customers mobile, Motability Operations required a nationwide solution that would continue to ensure seamless, safe travel for their customers when they cannot use their own vehicle.

The solution

CMAC is committed to supporting passengers with disabilities and provides accessible vehicles for both planned and emergency transportation requirements.

CMAC determined a reliable, nationwide transport solution for Motability Operations, empowering their Scheme customers, as well as their employees and partners, with the ability to make taxi bookings, as and when required.

Motability Operations regulate the usage of taxi services for their customers through their customer accounts scheme. If a Motability Scheme vehicle is off the road, the customer will be allocated a pre-defined amount to spend on services for the period that they cannot use their vehicle.

As part of the development and implementation process, CMAC set-out and successfully managed to digitalise the service for Motability, to enable online set-up of accounts, allowing systematic controls and seamless online booking services.

Servicing on average 5,500 bookings per month on behalf of Motability Operations, CMAC provide the option to book either online or via the 24/7/365 phoneline, with end-to-end visibility on all journeys including real-time vehicle tracking.

In an extra effort to ensure the most comfortable and safe journey possible for Motability Scheme customers, CMAC works closely with its supply chain to communicate how drivers can support disabled passengers when travelling.

CMAC’s extensive industry experience and unrivalled network of over 2.5m suppliers means we can tailor our service to align with the needs of the customer, considering their individual disability requirements to allocate the perfect vehicle to their location.

CMACs consolidated booking and invoicing system also significantly reduces administration for Motability Operations, providing complete cost transparency across all journeys.

Sam Thomas, Scheme Partner Account Manager at Motability Operations, said:

"At every point in the onboarding process, from initial kick-off sessions right through to implementation and beyond, CMAC have been really easy to work with.

Our preferred booking process involved a lot of development work, but CMAC embraced this and have helped provide a solution that works well for us and our customers.

CMAC’s values were very aligned to our own. We were impressed with how passionately they spoke about customers and their commitment to giving customers the choice of how to book taxis with them on the phone or online. With these factors, together with their expertise in the industry, we felt confident that they would deliver a great service to our Motability Scheme customers."