Capital Metropolitan Transportation Authority
CUSTOMER SATISFACTION ADVISORY COMMITTEE
January 15, 2008
6:00 PM
Capital Metro, 323 Congress, 1st Floor


Minutes,

Members:	Acting Chairman René Barrera, Oscar Gaytan, James Harris, Martin Thomen, George Hasandras, Roger Cauvin, Rich Mackinnon.
Visitors:	Shannon Halley, Kris Schluderman, Jessica Wilson, Emily Anderson, Leila Braverman, Lee Hill
CMTA Staff:	John-Michael Cortez, Kirk Talbott

1. Approval of Minutes of November 6, 2007 CSAC Meeting.Motion to approve November 6, 2007 minutes approved unanimously.
2. Report on Action Items
   1. Include a summary of Customer Call Reports in CSAC members’ meeting materials. Mr. Cortez reported that this item is still in progress.
   2. Continue recruitment of additional CSAC members. Mr. Cortez reported that Capital Metro received 6 applications for additional CSAC appointments. These applications are being processed and potential appointments will be forwarded to Capital Metro’s Board of Directors in February.
   3. Report on status of stop and service requests from CSAC meeting attendees.
      1. Relocation of stop on Riverside Drive. Mr. Cortez reported that Cap Metro intends to relocate the bus stop; however, work by the City of Austin needs to be completed beforehand. Mr. Cortez will contact Mr. Hasandras with a status update.
   4. Report on Preliminary results of Orange Dillo service extension to Manor Road. Mr. Cortez reported that Meredith Highsmith from Capital Metro’s Planning Department will be present at the February 5, 2008 CSAC meeting. Mrs. Highsmith will present data on the Orange Dillo and all other Dillo’s.
   5. Report on ridership of routes # 26 and 27.Mr. Cortez reported that initial research of ridership levels during afternoon pre-peak periods (2 p.m. - 4 p.m.) indicated some over-loading. Mr. Cortez will continue to follow-up on this item and suggested that CSAC members record the time and bus number and report any such overload to the GO Line.
   6. Send letter of thanks to Ms. Barbara Irwin for her suggestion to install a shelter at the East 2nd & Chalmers Bus Stop. Mr. Cortez reported that a letter was drafted and will be forwarded to Acting Chair Barrera. A copy will also be forwarded to the Cap Metro Board.
   7. Include CSAC recruiting information in future versions of the Destination Schedule Book. Mr. Cortez reported that Capital Metro’s Marketing Department approved utilizing the Destinations Schedule Book for recruiting potential CSAC members. However, Mr. Cortez indicated that this may not prove necessary as CSAC is likely to be full by the next publishing of Destinations.
3. Introduction of Capital Metro’s Chief Information Officer.Mr. Talbott introduced himself to CSAC and indicated his intention to provide CSAC with a quarterly update on new technology for Capital Metro. The quarterly updates will begin with the February 5, 2008 CSAC meeting.
4. Establishment of Nominations Committee for Election of CSAC Officers.. Mr. Cortez provided the Committee with a copy of the section of the CSAC bylaws governing officer positions. CSAC unanimously approved the formation of an Officer Nominations Committee. This committee will meet and submit to the CSAC board members a process for nominating and electing officers.
5. Subcommittee Reports:
   1. CSAC Bylaws. The CSAC Bylaws Subcommittee met immediately before the November CSAC meeting. No official action was taken.
6. Report from the Urban Transportation Commission. Mr. Mackinnon reported on the previous Urban Transportation Commission.
   1. UTC received a presentation by a professor from The University of Texas regarding a “cap and trade” component for managed lanes;
   2. Update on a proposal and pilot project to lift restrictions on pedicabs in downtown Austin;
   3. Request to Capital Metro for an update on proposed rapid bus service. Mr. Cortez will inquire with the Cap Metro Planning department on this issue and report back to CSAC.
7. New/Other Business
   1. IVR. Several CSAC members expressed frustration with the functionality of Cap Metro’s IVR system. Specific information on the status of the IVR system will be provided at next month’s quarterly IT update.
   2. Route schedule information at bus stops. Mr. Cortez will research Capital Metro procedures to ensure that route schedules are replaced at bus stops when service changes are made and report back to CSAC.
   3. Fixed route detours caused by permitted public events in downtown Austin. Mr. Cortez will look into how Capital Metro receives information regarding detours and special events and report back to CSAC.
   4. Fixed route service to Greyhound bus terminal on Sunday evenings. Mr. Cortez will discuss this issue with Cap Metro’s Planning Department and report back to CSAC.
   5. New Charge for Schedule Books. Mr. Cortez reported that Cap Metro has instituted a $1 fee for schedule books. Mr. Cortez will report back on how pocket schedules are distributed. Mr. Cortez will also investigate if offsetting publishing costs with advertising has been discussed.
   6. Discussion of future agenda items and issues
      1. Paratransit procedural changes
      2. New service to South Central Transit Center
      3. MetroRail connectors
      4. Quarterly Technology Update (February/May/September/January)
      5. Transit Advertising
      6. Downtown Transfer Center
8. Action Items.
   1. Include a summary of Customer Call Reports in CSAC members’ meeting materials.
   2. Continue recruitment of additional CSAC members.
   3. Report on status of stop and service requests from CSAC meeting attendees.
      
      1. Relocation of stop on Riverside Drive.
      2. Sunday service for Route 201 to Southpark Meadows
      3. Stop shelter at Southpark Meadows
   4. Report on ridership of routes # 26 and 27.
   5. Send letter of thanks to Ms. Barbara Irwin for her suggestion to install a shelter at the East 2nd & Chalmers Bus Stop.
   6. Update on proposed rapid bus service.
   7. Report on procedures to ensure that route schedules are replaced at bus stops when service changes are made.
   8. Report on how Capital Metro receives information regarding detours and special events and report back to CSAC.
   9. Investigate fixed route service to Greyhound bus terminal on Sunday evenings.
   10. Report on pocket schedule distribution.
   11. Investigate if offsetting publishing costs with advertising has been discussed within Cap Metro.

Respectfully submitted,

John-Michael V. Cortez, CSAC Committee Liaison
Community Involvement Team Coordinator
Capital Metropolitan Transportation Authority
Downtown Office:
323 Congress Avenue
Austin, Texas 78701
V - 512.369-6201
F - 512.369.6072
John-Michael.Cortez@capmetro.org

Capital Metropolitan Transportation Authority
2910 East 5th Street | Austin, Texas 78702 | (512) 389-7400
Specific Route Information | (512) 474-1200