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Capital Metropolitan Transportation Authority
CUSTOMER SATISFACTION ADVISORY COMMITTEE
October 8, 2008
Austin City Hall
6:00 pm


MINUTES
Members:Rene Barrera, BJ Taylor, Rich MacKinnon, Hammans Stallings, Kirk Royal, Oscar Gaytan, Jessica Wilson, David Patterson, Laura Willard
Visitors:Francine Fowler
CMTA Staff: Cynthia Lucas, Roberto Gonzalez, Dottie Watkins, John-Michael Cortez, Justin Marlin
  1. Approval of Minutes for September 10, 2008 CSAC Meeting –

    Minutes were unanimously approved with a correction to the name of BJ Taylor.

  2. Citizens Communication –

    no citizens communications

  3. Discussion and Possible Action on MetroRail Passenger Info Systems - Cynthia Lucas

    How will people be able to find their way to the trains and buses? This question became the basis for the way-finding initiative and corresponding presentation. A team studied best practices of other cities to develop a strategic way-finding approach to enhance the customer experience. The guiding principal of this initiative is to provide and enhance basic rider comforts, of which signage and way-finding are an important part. A part of this project includes signage that uses gracious language to set the tone in the customer experience with Capital Metro. Capital Metro is also seeking to create a clear image of the system that allows people to quickly and easily identify their destination and area landmarks.

    Getting information to the customer is a priority. Trailblazing signs will be used to direct customers from a major thoroughfare to a particular transit stop. Directional signs, located on places like traffic signals and existing poles, will point towards transit locations. Monument signs, which identify the kind of station and the services provided, mark the entrance to transit stations. A ticket vending machine and an information display unit will be located close to the monument sign at the station entrance. The signs will use international symbols so they are understood by all including limited- and non-English speaking populations. Trailblazing signs for automotive traffic will be green, while signs closer to the transit stations will be blue. Mr. MacKinnon noted that the blue pedestrian signs lacked identifiable Capital Metro logo or text.

    Mrs. Lucas noted the new MetroRail color scheme of red and black. Platform signs at the MetroRail stations will give location of station, the direction of travel, and list upcoming stations. Real time information will come from the new ITS system and will tell riders when the next train or rapid bus will be arriving. Distribution of information is problematic and expensive, thus Capital Metro is looking for ways to distribute information for riders via cell phones. The station information display units will provide helpful information to rail riders. Capital Metro is also currently working on connectivity maps, vicinity information maps, and interactive internet maps that give specific details about the surrounding area.

    Mr. Cortez asked the committee is anyone was offended by the term “Kiss and Ride.” There was unanimous agreement that the term was not offensive.

  4. Discussion and Possible Action on January 2009 Service Changes – Roberto Gonzalez

    Mr. Gonzalez explained that major service changes occur in the fall, while minor route timing modifications occur in January and May.

    There will be some minor changes to the 240 feeder route, which will link to the Kramer Ln. station. The route will also receive minor modifications to better comply with neighborhood concerns, including the implementation of two-way service.

    The Oak Hill flyer route has received a lot of public attention. There will be changes to the Oak Hill Park and Ride at the “Y.” There are no longer enough spaces available to meet Capital Metro’s needs at the current location. Therefore, the location of the Park and Ride will have to be moved to the South side of Hwy 290 just East of the “Y.” The long term goal for Capital Metro is the development of a transit-oriented, mixed use hub for the area, but this will be problematic as individual landowners can hold up the coordinated, mixed use development of the whole area. Other long term goals include the expansion of service West of Austin into Lakeway, Bee Caves, and Dripping Springs to capture additional riders and provide service to new areas.

    Capital Metro looked at ways to increase service to the “Y.” It was originally proposed to eliminate the last residential part of the route and increase the frequency in the area. This was not agreeable to the neighborhood so the route will stay relatively the same with some minor modifications in order to serve the new Park and Ride location.

    A motion was made by Mr. Gaytan and seconded by Ms. Wilson to adopt schedule changes as proposed, including relocation of Oak Hill Park and Ride. The motion passed with Mr. Patterson opposed.

  5. Discussion and Possible Action on Proposed 2009 CSAC Workplan – John-Michael Cortez

    Mr. Cortez presented the 2009 CSAC work-plan to the committee. The plan provides a tentative schedule for the calendar year and allows members to see the items to be discussed in the coming meetings. Revision and updates can be made on a continuing basis.

    Mr. Patterson proposed greater use of CSAC subcommittees to deal with certain CSAC business. Mr. Cortez noted the difficulty in providing Capital Metro staff at CSAC subcommittee meetings, but noted that Members are free to meet at any time to discuss CSAC business on an ad hoc basis. Mr. Barrera pointed out that there has been low participation in previous CSAC subcommittees. Mr. Gaytan noted that an appropriate occasion for an ad hoc subcommittee could be in conjunction with ACCESS during Capital Metro’s budget development stage.

  6. Report from Urban Transportation Commission – Rich MacKinnon

    Mr. MacKinnon reported that UTC has adopted a work plan

  7. Report from ACCESS Committee – David Patterson

    Mr. Patterson reported that the ACCESS committee is now under the purview of Dr. Dianne Mendoza. An invitation to attend any ACCESS meeting or subcommittee meeting was extended to all CSAC members.

  8. Report on Action Items – John-Michael Cortez
    1. CSAC Membership Status – Mr. Cortez reported that there is one space of a former member that needs to be filled, and several applications pending.
    2. Status of stop and service requests from CSAC meeting attendees.
      1. Relocation of stop on Riverside Drive. - The priority of relocating a stop on Riverside drive has been downgraded due amenities reallocation for MetroRail. The stop is scheduled to be relocated within a few months.
      2. Stop shelter at Southpark Meadows - The shelter at Southpark Meadows has been installed.
    3. Tracking of pocket schedule availability on buses and at transit centers - The lack of pocket schedules on the bus has been an ongoing issue. In the coming calendar year there will be more space to hold more information on all buses. This will be accomplished by equipping bus wheel wells with additional literature racks for system maps and pocket schedules for multiple routes. Capital Metro will also be switching to a new contractor to stock buses with information twice a week instead of the current once a week schedule.
    4. Report on number of accidents on Congress Ave. stops due to vehicles making right turns from center lanes in front of stopped buses - Mr. Cortez provided slides depicting the number of accidents on Congress. The location of 6th and Congress is an accident prone area. Collisions have been reduced from last year due to increased driver training and outreach.
    5. CSAC Website changes and Publicity - To improve the CSAC website, members are encouraged to send website suggestions to Justin Marlin. These compiled suggestions will then be presented to CSAC. The selected website modifications can then be tested out on an interim basis and be incorporated into the website if so desired.
    6. CSAC Monthly Passes - CSAC members will be provided with monthly bus passes. These passes will be mailed to members.
    7. Inclusion of System Map on Buses
    8. Bus Stop ID numbers in Braille - Braille will be included on new bus stop location signs.
    9. Use of expired UT IDs - Expired UT ID cards will continue to be honored because the cards were not designed to expire. Updating the cards or the ticket system with new information each semester about current and expired cards, or the issue of special UT bus passes, are estimated to cost more than Capital Metro is projected to lose due to the use of expired UT ID cards.
  9. Meeting adjourned


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