DATE: March 2, 2004 TIME: 6:00 P.M. LOCATION: Capital Metro Transit Store 323 Congress Ave, 1st Floor Members: Rene' Barrera, Mike Waddles, Thomas Gunther, Ruth Young, Bob Harkins, Verona Thornton, Richard Greenwalt, and Carl Tepper Associates: Joseph Thornton Staff: Pam Rivera, John Hodges, Barbara Chavis, and Sandra Maggitt Visitors: Barry Jones
- Meeting called to order at 6:05 PM.
- December Minutes were motioned by Thomas Gunther, second and approved by the committee.
- Transit Watch Program - Pam Rivera
- Promote neighborhood and child safety
- Enhance the personal safety of CMTA customers and employees
- Act as additional "eyes and ears" to decrease the response time to situations that are in progress.
- Child/Neighborhood Safety - Customers can board the bus without paying a fare and request assistance. Capital Metro recommends to the customer that they stay on the vehicle until assistance arrive. The bus is used as a "safe haven". The operator has the ability to summon the police, fire department, or EMS, whichever is required.
- Cameras on Buses - This program has been extremely successful.
- Night Owl Courtesy Stops - Operators are allowed to make courtesy stops to customers at non-designated stops between the hours of 12 midnight and 4 AM.
- Guaranteed Ride Home - This program will assist express riders if they have an emergency and can't ride their regular route home. There is a matrix that will assist them in getting to their destination (explained in the program).
- Crime Stoppers - Capital Metro participates in the Crime Stopper Program with Austin Police Department to help deter and solve crimes that occur on transit property.
- Personal Safety Tips - This is a new service offered by Capital Metro to assist customers with ways to stay safe.
- Important Phone Numbers - Emergency Response Numbers are included in the program to help customers. Also included is CMTA's information number.
- Amenities Communication Document - John Hodges
- Rapid Transit Subcommittee - Tepper - No Report
- Amenities Subcommittee - Patterson - No Report
- Technology Subcommittee - Greenwalt - No Report
- Fixed Routes Subcommittee - Jerry Balaka- No Report
- By-law changes - Tepper/Barrera - No Report
- Others -CSAC Membership - Rene' Barrera, Carl Tepper, Dianne Mendoza, and Barbara Chavis met to discuss the marketing plan for CSAC membership. Barbara stated that they discussed developing brochures that would be used for community outreach and other Capital Metro representatives when they are out in the community, developing placards to place on board the buses and their was discussion on whether or not to use Board Members or people like the committee members in terms of developing the placards. They also discussed engaging Capital Metro's Marketing Team to work with them in terms of ideas and ways to recruit membership.
- Introduction of new VP of Vehicle Maintenance./Steve Herrera/Articulated Buses
- Bus Stop Database Project update - Renee Brill
January Minutes tabled until more members arrived.
Pam presented a presentation on the Transit Watch Program, a new program regarding the safety and security of CMTA's customers, employees, and also the community. This program was designed to encourage CMTA customers and employees to report various types of incidents and situations in order to reduce the on-time for emergency response agencies. A brochure was passed out to the committee. The CMTA program was developed by the Crime Watch Committee which consists of a cross-functional group of employees. Members were from Security, Risk Management, Fixed Route Services, STS, Mechanics, and Community Relations. These groups came together to look at the services currently provided by Capital Metro. The group took all the things that CMTA does to enhance the personal safety of their customers and employees and put them into one program.
The Transit Watch Program is also a National Program. While putting this program together the FTA (Federal Transit Administration) came out with Transit Watch, which was adopted by CMTA. While developing the program, CMTA shared the information with the police department, Safe Place, and a new partner, The Mexican Consulate. All the agencies are in support of the program and think very highly of the program because they recognize how the program will benefit the community, not just CMTA customers and employees. Capital Metro's program is basically an extension of the national program. The national program promotes an observed and core type of scenario. Capital Metro included several of the things that they do to help promote personal safety.
The national program was developed by the U.S. Federal Transit Administration (FTA) in partnership with the American Public Transportation Association (APTA), The Community Transportation Association of America (CTAA), the Amalgamated Transit Union (ATU), and the U.S. Department of Homeland Security's Transportation Security Administration (TSA).
The goals of the program are to:Again, this is a service that Capital Metro has always provided and is just now putting into a formal program. Capital Metro has always provided a matrix to call EMS when someone is ill on the bus. If one of the buses happened upon an accident or if an accident occurred in front of them, the operator would pick up the phone report this so that APD and EMS could come out.
If an individual is in trouble and need assistance, they can board the bus without paying a fare and request that assistance. CMTA realize that there could be a certain amount of abuse, but if the customer rides once they will ride again. Capital Metro will take care of the abuse at that time because it will be a theft to service if the customer are requesting assistance and does not. Capital Metro will be contacting APD (CMTA security/police officers) when a customer requests assistance.
There are several components of the program:The brochure contains the logos of each federal agency that has supported the national program. Also included is the Austin Police Department logo, which is in full support of the program.
A press release was held today in regards to the program. Present were representatives from APD, Safe Place, and the Mexican Consulate. Capital Metro is very excited about this program because they have a large immigrant population that rides the Capital Metro buses.
Other authorities have had similar program which have been very successful. Examples are: Houston Metro, Chicago Transit, Transit Windsor and Regina Transit of Canada. This is a program that has been proven to work. There was no specific reason or event as to why the program has been put together; it was just a matter of time.
Departments that have been trained on this program are Fixed Routes, STS, Customer Service, and scheduled to be trained are Mechanics and Administrative employees. All CMTA employees throughout the agency will be trained. Contractors (GATC, ATC, and Carts) have also been trained and brochures given to each.
Ruth asked how many buses are equipped with cameras and has specific routes been identified for placing cameras. Pam stated that currently there are 92 buses equipped with cameras and 30 more will be equipped during this fiscal year. More cameras will be added in 2005. When Capital Metro determined how many cameras they were going to start with, they first looked at the data to determine where the most events occurred and which routes were at the top ten lists. Based upon the top ten lists, more concentration was focused on these routes. However, if there is a special situation, the cameras could be rotated because all series of buses are equipped. This includes Dillos to the 9100's.
Thomas asked if the Night Owl buses also pertained to the E-Bus services. Pam stated that the program is just for the Night Owl services. Thomas stated while riding the bus, he has heard an announcement regarding lost children and would like to know if Capital Metro had considered doing some type of advertisement such as "Have You Seen Me" type media posters. Pam stated that Capital Metro has not pursued it in that manner because sometimes when the child is founded, Capital Metro is not notified. Therefore, there would be old, outdated information.
Mike requested to know how the Homeland Security System worked into the Transit Watch Program. Pam stated that you would have to consider that Homeland Security takes a look at security from a realistic perspective and when you are talking about public transportation, CMTA is looking at security at all levels. Capital Metro's plan is that if you see something happening, report it. This will be additional eyes and ears whether it's happening on or around the bus or in the community. This makes it safer because you have more eyes and ears that are reporting what they hear and what they see. This results in more secure mechanisms that are in the community.
Mike requested to know how the Para transit services were included in the program. Pam stated that Para transits are encouraged to be eyes and ears and report. Capital Metro is not advocating that they allow people to board their vehicles because they can be easily absorbed into the natural environment. They are not as noticeable as the larger vehicles. For example, if someone boarded an STS vehicle and their intent was not legitimate and Capital Metro advocates this, the person could take the vehicle and the driver into custody a lot easier. These vehicles are a lot harder to find as opposed to a larger bus, plus the notification that it is out of location and missing would not get back as quickly as a larger bus. If a bus does not show up at its location, Capital Metro will get a call.
Mike commented that there are vehicles that pull out in front of buses and some that try to get ahead of the bus and would like to know if this would be considered a type of Transit Watch. Pam stated that this is part of the safety portion because it is the driver's responsibility and skill set to look out for those kinds of erratic drivers. The cameras also help with these type situations.
Rene asked if the non-designated stop meant that the operator would drop the customer off directly in front of their door because if there was a stalker on the bus and followed that person from the time they got on the bus that could happen. Pam stated that the non-designated stops means exactly as it's stated. If they customer gives the driver enough notice that they want to get off at a particular stop, the driver would let the customer off at the requested stop as long as it is a safe location. The customer is making the decision to say they want to get off at the requested stop, which will shorten the distant from the door of the bus to the customer's destination. This also enhances the customer's personal safety because there is less travel time. If a customer knows that someone is stalking them, Capital Metro would want them to let the driver know so that radio dispatch can be notified to get help out to the bus.
Rene suggested/recommended that Capital Metro partner with the school district, which would be an excellent program for the schools as far as a safe haven and basically having this as a resource in times of consequential needs. Also, if the bus stops could be made into the type of environments that state this is no longer is your place to launch for drug dealing and prostitution or what not or re word it. There is an ordinance but there is nothing structured that says this.
Pam stated that one of the things that Capital Metro is in the process of doing is identifying a location. The Board passed a resolution to adopt a rule to prohibit the assumption of alcoholic beverages wherever the signs are posted. This would be a Class C misdemeanor and any police officer could enforce it. There are plans on Capital Metro's radar screen to do a major campaign in the summer months in regards to that program. Capital Metro is looking for certain bus stop shelters where the signs can be posted, and will be working with the police department via enforcement. Rene stated that if a person is coming back to a bus stop or location to do "that" crime (drunkenness) the penalty can be enhanced (if they are just there, unless under a stay-away-order; don't think that's a crime). Pam stated that Capital Metro is aware of the public intoxication law and would need the support of the Municipal Court in order to enhance from a Class C to a Class B. Although there has been conversation regarding this issue, this is a law enforcement issue. Pam stated that once the program is further developed, Capital Metro will look at how to remind APD of the pool that they have. Pam stated that she is also working on becoming more friendly and visible to the Municipal Courts to express to them how behavior at the bus stops affects not just Capital Metro, customers and employees, but the community at large. Rene' stated the he appreciated this and that he looks at it as several points, one is that there is a lot productivity going on that the operators could notice, that there is counsel on the Board that can also serve as jurisdictional cooperation leverage if CMTA needs it. Rene' stated that people will avoid a lot of the bus stops because of the safety location. If a person lives in the area they will go there. Rene stated that he would like to find that solution for the future.
Richard asked if the camera on buses are real time, do they send back information to a central hub or is it something that is independent on each bus. Pam stated that images are not sent back all the time but when they are there is approximately a 30 second delay. It is not quite real time but very close. Richard asked if this was integrated with the city emergency center at the Robert Mueller location. Pam stated that CMTA's radio dispatch is at that location but it has not been set up with that system due to issues that had to be worked out, but CMTA's security office is set up.
Rene' stated that the committee are scheduled to tour the new facility in the near future and would like to get this worked out with the staff at Mueller.
Rene stated that he appreciate Capital Metro getting personally involved and partnering with the Mexican Consulate, APD and Safe Place. He stated that he knows that this is not Capital Metro's role to market and bring these forces together but he can see where it could make you do that. Also, Rene' suggested that Security work with Barbara, and Dianne Mendoza's group and the Marketing team to help get others to join forces with CMTA. Pam stated that the team has used individuals from various partners to help them with these agencies.
Rene stated that the Adopt-A-Stop Program could be the external mission cross-functional as far as internally. The Adopt-A-Stop Program could be a good way to leverage the forces externally to help with this cause.
Per request from last month's meeting, John presented several formats that described the scope of what Capital Metro is doing and the current status, and also to talk about what CMTA's thoughts are to make this available at the meetings and some will be put on the website. John presented maps that were generated by the GIS system that confirms most of the data in every location. Two maps showed the elements of the amenities program. The maps showed all the bus stop locations and what amenities are located at each stop. The maps are coded to show what amenities are at each stop. Each stop has GIS coordinates and logged into the system. The system is set up but there is not complete confidence in the data so Capital Metro is in the final stage of going back and confirming all the data at every stop. Facilities Design and Construction works internally with the Service Planners and Customer Service Call Center, and based on all the perspectives, FD&C prioritize where they need something new. Where there have been complaints and dynamics have changed, they would know if they need a shelter where there hasn't been one. As the locations are identified, the next step is to get the shelter installed or constructed. The maps are a handy communications tools for people who better grasp information graphically instead of orally or verbally. The data on the maps are in a database which is linked to a spreadsheet. For example, each bus stop is identified by direction and exactly what amenity is at each bus stop. Each stop is numerically prioritized to state the need of the bus stop. John stated that FD&C have the data to structure their task to implement what is needed, but it needs to be refined to determine how to make the information available to be deciphered. One of the core pieces to communicate this information is through maps as demonstrated. If there is a preference the information can also be put into a spreadsheet format or a database that's query by whatever concern or interest that a person may have.
Rene asked it the information was tangible as far as public recognition. For example, could a person from a neighborhood association walk up and look at the map and stated that they know where that bus stop is located and that they always thought one should have been somewhere else. This way Capital Metro would have a plan to locate the stop and this would help with the partnership. Also, how do you differentiate between the Capital Project and Great Street program on this type of format. John stated that the Great Street Project is not primarily handled by Capital Metro. This data will capture any program that is out, whether it's BGA or the amenities. The system will trap any program that Metro has a roll in with.
Thomas asked that in terms of year after year, is Capital Metro building more shelters than previous years. John stated that they were and also that Travis Hausmann was hired just for amenities. Per statistics, when comparing Capital Metro with the activity level of other transit authorities, you will have to get a base line to gauge what Capital Metro's would be. As far as plans during the process of implementation for the next two years, Capital Metro has twice as much activity plan and funding as the closest competitor. Capital Metro has a lot of ground to catch up, but its speed of catching up is greater than any of its peers in the region.
Rene asked if there was a chance that Capital Metro will be using any of the pre fab to fix part of the shelters. John stated that there is still some concern from some of the maintenance people and some of the other public relations people regarding a new shelter that doesn't match what Capital Metro's standard has been and what problems might this create. John stated that he met with Travis and reviewed bid specs and that they were going to procure between 10 -15 of these. What they are going to do is proto type the shelters, put them on the ground and have people to go and look at them and tell them what they think. The maintenance guys will work with the shelters in the field by installing them to see if they install faster and find out what the feedback really is. John stated that there will be a visioning session in which CSAC will need to be a part of. A visioning study was recently completed in Florida and the focus of the session was "What do the customers perceive to be elements of the bus stop that they perceive as quality and non quality?" Some of the ways that Capital Metro perceives as quality is not the way that the customer perceives it. This will show us in the design of the bus stops after the visioning sessions are over.
Verona requested to know why there are two bus shelters on one side and none on the other for the new stops on route #37, above the Barbara Jordan School. John stated that he did not know why this is, but would look into this and provide a follow-up to the committee.
Barbara stated that she believes in that neighborhood, the shelters are where there are more boarding going inbound versus outbound and more people leaving the buses versus people waiting for the bus. One of the shelters in terms of location has to do with the turn in that neighborhood.
John stated that the thinking is if he is going home he is going to get off the bus and not wait. If he has to transfer to another bus this would be something different. If he would have to wait on the bus he would have to get there early, therefore will need for a shelter on the inbound. Verona stated that this is what she was thinking, people are getting off and going home, so why are there bus stop shelters on that side of the road and not on the stops where people are waiting to go into town. John stated that he would look at the numbers and get back with the committee.
Rene stated that in regards to public space, there are consultants that do a lot of visioning and planning for urban areas and urban design, but you would not need to hire someone like that. Someone from CMTA, like John, could go to their organization with an accomplishment in mind and bring it back to Capital Metro. John stated that this is good point. For example, on the master plan for the park and ride, Capital Metro spent many more dollars on various consultants for the Northwest Park and Ride than they are going to spend on east central park and rides. Capital Metro wanted to hire people that had proven expertise and all the different specialties that go into it and use that not only for the quality of the design but train CMTA people. The same thing goes for the visioning task. Capital Metro would like to initially get exposed, hire the best, and use them also to teach CMTA people what the issues are and how to go about getting to those issues with riders of the general public. Rene stated that staff could look at a bus shelter or amenity and see the maintenance issue and not see the creature comfort issue that the public or ridership might engage in as well as the safety aspects. John stated that the overall perspective of this issue is if Capital Metro should deal with it or get someone else, like CMTA looking at the benches instead of the whole setting, What Capital Metro would be guilty of is having enthusiastic, hard working people who wants the best for their customers but would be doing the wrong thing really well. Capital Metro would need to be careful not to measure their success on how well they do the job but that they are doing the right thing.
Richard stated that when CMTA starts setting up the creature comfort stops, one of the things he would be concerned about is that from an operational request, would those request trigger you to say if there is anything that Capital Metro is planning on doing because it doesn't make sense to put a paradise in the middle of no man's land. John stated that part of what Travis is setting up is the liaisons with the City and the County. John stated that there will be instances where they will plug in with Public Works and some other department could be doing something and CMTA not catch it. Capital Metro will minimize this by developing and formalizing the communication with the City, selfishly by the amenities, not on an agency wide basis.
Rene' asked, in reference to the east 11th corridor, could funds could be acquired from the FTA or from the Justice Department as far as safety issues. John stated with the sales tax decline, the days when Capital Metro had more money than anybody to think about spending on anything, those days are not here anymore. There are very real budget limits that have to be respected, so it becomes more important to try and locate any source of funds and try to pursue it aggressively. This task is in the budget department, and Scott Phebus is the Grants Coordinator. There is one person designated to coordinate this and work with the government liaison office to pursue critical grant funding.
Thomas asked, in terms of funding and amenities, has there some type of advertisement for bus stops. John stated that there has been, this is regularly brought up and the facilities people are not usually a core part of the debate and insulation decision on whether or not to do this. It has come up and for whatever reason; the agency decided that the benefits were not enough to justify doing it. The issues are revisited and addressed every year during the budget process, which starts in approximately one month.
Rene's stated that last month he asked for more specifics and that he appreciates John bringing this to the committee. John stated that he will provide the committee with graphics and narrative forms of the amenities and that he would come back with a refined spreadsheet.
Subcommittee Reports -Other Business: Rene requested a correction be made to page 4 of the Executive Summary. The second to the last sentence would be changed from "Multi is not the word that he was looking for and that he didn't stated," to "Multi is not the word that he was looking for and that he didn't state".
Thomas requested that a change be made to page 4 of the Minutes. The sentence, "Jerry asked if the ridership on the Night Owl services not primarily UT students", will be corrected to "Thomas asked if the ridership on the Night Owl services not primarily UT students".
February Minutes motioned, second and approved. Carl Tepper abstained, not present during February meeting.
New Business: Thomas stated that he is undertaking a project and forming committees at UT that are interested in topics such as CSAC. He stated that he is getting people together, telling them what he does and bringing them into the scene so that when he graduates in July, other people will have the opportunity to take over. There are a lot of people interested but he would have to look at their character and into their background to see if they would be not only interested but dedicated. Rene asked if brochures would help with this project. Committee members stated that brochures would help to facilitate this. Other ideas mentioned were website, other organizations such as Downtown Austin Alliance, Neighborhood Organizations, and placards. Rene asked the committee to contact Barbara by e-mail if there are other suggestions.
Richard stated that a conference call would be a good way for people to attend the meeting if they are not able to make the meeting.
Rene' stated that he would also like to see this on .jpg files, attached to the Executive Summary for the Board Meeting. Rene' asked if the committee received the Great Customer Care presentation and would like to know if this was located on the web. The reason behind this is that this would be good in showing the public that there is some positive, fore thinking, creativeness as far as reaching the customer base and going the extra mile and that there is a resource guide to pull this together. He stated that Capital Metro needs more of these tangible examples of information.
Barbara asked the committee if there were timeframe for when they would like to have updates on the amenities. Rene stated that this would be according to the business plans of Capital Metro. Rene stated that this would not have to be a presentation but a report if some new program is brought in or some change in directions. John suggested that semi-annually would be a good time to have a presentation.
Richard asked if it was possible to reduce the leave time before getting someone abducted and process through the membership of the committee. Barbara stated that the membership applications are being reviewed, that it is not being delayed by the process. Carl stated that there some concern of the consistency of new membership. They are being qualified by seeing them showing up to meetings and then pushing them through to the Board Meeting. Richard stated that he was thinking that once the applicant showed commitment, would the application then be exhilarate and goes to the Board. Barbara explained that the process starts with the application being received and getting feedback from the committee leadership team and then moves to the Capital Metro leadership team.
Rene' asked about the visitor (Barry Jones) and wanted to know what his interest was in the meeting. Barbara stated that she talked to Barry on his way out and was informed that he saw the sign on the front door, and because he rides the service was interested in coming to the meeting. Barbara stated that she also encouraged him to come back.
Ruth committed on the Northwest Park and Ride new location. She stated that there are users of the facility, that find it to be uptown, streamline, modern, openness, and security are great. There are a lot of people complaining about the construction of the winding roads from riders. Other than that, it has helped the on time performance and helped with people getting in and out of the weather. She stated that CMTA did a great job with the Northwest Park and Ride.
Action Items: Thomas requested a lead time on the placards. Barbara stated that she would get information on this.
Future Agenda Items:
Capital Metropolitan Transportation Authority
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