In 1975, on the sloping streets of San Francisco, Feysan and Alex Lodde recognized a critical need: many elderly and disabled neighbors couldn’t perform everyday tasks most people take for granted. To help circumvent that issue, the Loddes launched a revolutionary but straightforward service using two vehicles to help people get to the doctor, the grocery store, church, or to visit a friend. It was a grassroots effort built on compassion, long before paratransit was federally mandated.

That small operation became MV Transportation.

Today, MV is the largest American-owned provider of contracted transit services in the U.S., serving millions of riders with paratransit, fixed-route, microtransit, and shuttle operations across North America. However, while the company’s scale has grown exponentially, the core mission has remained constant: to provide freedom through mobility.

To mark MV’s 50th anniversary, METRO's Executive Editor Alex Roman sat down with Gary Coles, the company’s chief customer success officer, on a recent episode of METROspectives to discuss how MV honors its founding values, continues to innovate across service models, and helps transit agencies meet the evolving demands of modern mobility.

From Purpose to Presence

“MV was founded to help people,” Coles said. “Faison and Alex didn’t start this as a business idea — they saw people in need and decided to serve.”

Coles explained that the spirit of service continues to shape the company's DNA, even as it has grown into a national operation. With a 25-year career in public transportation, Coles joined MV in 2007 and has seen firsthand the trajectory from a paratransit-focused provider to a leader in multimodal mobility management.

“Around the time I came in, MV was expanding rapidly, building its brand not just on operations, but on relationships and results,” he said. “We grew in every major U.S. city — from Chicago and New York to Texas and California — and even had international contracts. It was clear we were becoming more than a contractor; we were becoming a partner.”

Building Partnerships, Driving Results

Coles emphasized MV’s growth has been guided by listening to and aligning with agency goals, then layering in operational efficiencies and scalable innovations.

“It’s not just about delivering service. It’s about understanding the agency’s short- and long-term vision,” he said. “Our job is to enhance what they’re trying to do, whether introducing rail, expanding paratransit, or launching microtransit zones.”

That collaborative mindset is part of why MV has maintained long-term relationships with agencies nationwide. Coles noted that continuous improvement, paired with a personal touch, differentiates MV.

“Riders depend on us. Agencies count on us. So we constantly look for ways to innovate through route optimization, on-time performance improvements, or technology integration,” he said.

Tech-Forward, Rider-Focused

Coles pointed to the evolution of rider expectations as a key driver for innovation.

“Services like Uber and Lyft changed what people expect, such as real-time information, quick pick-ups, easy booking,” he said. “We work with our partners to bring that flexibility into public transit.”

MV's deep understanding of available technologies and strong vendor relationships allow them to guide agencies through software decisions, pilot programs, and full-scale implementations.

“It’s not about selling a product, it’s about finding the right fit,” Coles added. “We evaluate needs, identify gaps, and recommend tools that improve operations and rider experience.”

One of MV’s proudest innovations is its work with electric vehicles. The company operates the only fully electric bus fleet in the U.S., in Antelope Valley, California. Through that work, Coles said MV learned valuable lessons, particularly about infrastructure readiness, and now shares that expertise with other agencies preparing for a zero-emissions transition.

Investing in People and the Industry’s Future

While technology is critical, Coles emphasized that MV’s focus remains on people — employees, riders, and agency partners.

“One of the hardest positions to hire for right now is maintenance,” he said. “So we launched a D.O.T.-approved apprenticeship program to grow our talent. It’s about giving people a career path and ensuring the workforce supports the next 50 years of transit.”

That human-centered approach also shaped MV’s post-pandemic transformation. With new leadership, including Executive Chairman and CEO Harry Wilson, MV restructured its strategic vision with renewed investment in employees and customer service.

“The new MV is about transformation with purpose,” Coles said. “We’re building efficient systems, yes, but also compassionate. That’s how you support communities, especially those with the greatest need.”

What’s Next: Efficiency and Equity in a Changing Landscape

With federal COVID-19 relief funds dwindling and ridership still rebounding in some areas, agencies are again being asked to do more with less. MV is helping them find more innovative solutions, like integrating smaller vehicles to reduce operating costs, and leveraging technology to improve scheduling and reduce no-shows.

“Fixed-route and rail haven’t bounced back as quickly as paratransit,” Coles said. “We’re helping agencies right-size their fleets and implement microtransit to cover gaps. The goal is still the same: reliably and affordably get people where they need to go.”

Looking ahead, MV sees itself as a driver of innovation and equity.

“A well-planned transit system is the engine of a city,” Coles said. “It connects essential workers to jobs, families to care, and people to opportunity. We’ve known that for 50 years and are ready for 50 more.”

This article, generated using OpenAI, was edited for accuracy and style and based on an episode of METROspectives