Capital Metropolitan Transportation Authority

CUSTOMER SATISFACTION ADVISORY COMMITTEE 
October 4, 2005

6:00 PM

Capital Metro, 323 Congress, 1st Floor

 

EXECUTIVE SUMMARY

 

 

Members:        Rene’ Barrera, Bob Harkins, Barbara Espinoza, John Stephen Taylor, David Patterson, Alfredo Ojeda, and Bettye (BJ) Taylor,

 

Associates:     Joseph Thornton and Jerry Balaka

 

Staff:                Patricia Guajardo, Gloria Vasquez, and Lamont Ross

 

 

               I.      Meeting called to order at 6:15 PM.

             II.      Adopt-A-Stop Program – Lamont Ross

Mr. Ross discussed the Adopt-A-Stop Program and presented handouts.  He discussed the following to the committee:

·         History

·         Eligibility

·         Reason to participate

·         Participant expectations

·         Capital Metro’s role in the program.

 

In summary, the program is a partnership between the community and Capital Metro, which seeks to ensure that riders have an enjoyable experience.  The program encourages local organizations and businesses to participate by adopting a Capital Metro bus stop in their area with a bench or shelter.  In addition, by adopting a stop, a local organization and/or business can assist in keeping the Austin community clean and safe. 

 

The committee asked if an Adopt-A-Stop brochure could be created, once Capital Metro is ready for a full roll out of the program.  The committee also suggested that working with the Austin neighborhoods council would be a great partnership for the program.

 

            Mr. Ross answered various questions from the committee.

 

            III.        Disability Fare Card Update – Gloria Vasquez

Ms. Vasquez discussed the Disability Fare Card Update by providing a PowerPoint    presentation titled “Benchmarking Nationwide Transit Policy & Procedures Disability Fare Card”.  Handouts were provided to the group.  Ms. Vasquez discussed the following to the committee:

 

·         Procedure Updates: History 2004 & 2005

·         Number of ID’s entered from 4/04 – 12/04

·         Number ID’s entered out of 3013 from 1/05 -7/05

 

·         Update Comparison

·         Top 10 Participating Agencies

·         Revenue Lost (4/04 – 12/04)

·         Transition

·         Next Steps

·         Timeline

 

In summary, the program is a Capital Metro transit program that provides waived bus fare for persons with disabilities who are able to use regular route transit service.  The new rules would consist of the Transit Store staff approving the application, dependent upon signature verification with our Agency Personnel database.  In addition, all agency personnel who are providing certification on applications must be Licensed professionals (i.e., Dr., RN, LCDC, LMSW, etc.).  The customer will pay $3.00 for a mobility impaired ID that is valid for 3 months, or one year.  A maximum of 2 temporary cards are being issued per customer.  The Disability Fare Card has an imbedded microchip (Smartcard) that will include the date that the card was issued, expiration date, and serial number of the card.  The card will have the picture and name of the holder. 

 

   Ms. Vasquez answered various questions from the committee.

          IV.      Website (i.e., agenda, minutes, executive summaries) – Patricia Guajardo

Mrs. Guajardo informed the committee that she is working with the IT department in posting all       CSAC agendas, minutes, and executive summaries on the Capital Metro website, dating back to January 2004 to present time. 

 

            V.      Minutes and Terms – Patricia Guajardo

Mrs. Guajardo asked the committee if anyone would be interested in taking on the role of Secretary, in order to assist with minute taking. In addition, Mrs. Guajardo informed the committee that there are individuals outside of Capital Metro, who have expressed a strong interest in joining CSAC and that those individuals’ credentials and background would be considered, upon Chairman Barrera’s approval. 

 

CSAC members John Stephen Taylor and Barbara Espinoza expressed an interest in assisting with minute taking. 

 

          VI.        Subcommittee Reports

 

·         Rapid Transit Subcommittee – Rene Barrera

o        No Report

·         Amenities Subcommittee – David Patterson

o        What type of notices are being distributed out to riders?

 

o        What are the alternatives to stops that are being detoured or being worked on?

o        Can a menu be created in the IVR system, where a rider can check on current detours? 

o        While in the bus, can there be announcements made on current detours (i.e., enunciators)?

 

o        Would like to see a presentation that covers bus stop closing standards, long distanced stops, road improvements and how they affect our buses and bus stops, etc. 

 

·         Technology Subcommittee – Open

o        Chairman Barrera announced the Technology Subcommittee  vacancy. 

·         Fixed Routes Subcommittee – Jerry Balaka

o        A bus schedule should be posted in the airport baggage claims area.

o        What is the current ridership on the Airport Flyer?

o        What is the cost per year to run the Airport Flyer? 

o        Can the airport show a listing of downtown hotels?

o        The map on the bus stop pole is too far to read. 

 

         VII.        New/Other Business

 

·         Ms. Guajardo announced to the committee the dates and times of the Future Connections Study Open Houses and Environmental Assessment Open Houses. 

 

       VIII.        Action Items

 

·         Contact Rachid Breir or Thomas Brisco regarding detours.

·         Contact Planning (Roberto Gonzalez or Rob Smith) regarding bus stop policy & closures. 

·         Contact Marketing (Rick L’Amie or Cynthia Lucas) regarding bus stop signage and marketing strategies for the airport. 

·         Contact Planning regarding ridership numbers on the Airport Flyer (Route 100) & Route 101.

 

          IX.        Meeting adjourned at 7:45PM.

 

            X.        Next meeting date: November 1, 2005