| Members: | Acting Chairman René Barrera, Oscar Gaytan, Roger Cauvin |
| Visitors: | David Patterson, Martin Thomen, Kris Schluderman, |
| CMTA Staff: | John-Michael Cortez, Tina Bui |
- Approval of Minutes for August 7, 2007 CSAC Meeting.This item was tabled due to a lack of quorum.
- Report on Action Items – John-Michael Cortez
- Include a summary of previous month’s Customer Call Reports in CSAC member’s meeting materials. Mr. Cortez reported that this particular reporting functionality is not yet available. An application has been developed and 10 years of customer call report data has been migrated to this system. The application is still in a testing phase. Mr. Cortez provided a copy of the Customer Call Report (CCR) intake form along with several samples of typical CCRs. Acting Chair Barrera indicated that in previous years, reports were available in Lotus Notes. Mr. Cauvin asked if anyone on the CMTA staff is analyzing the CCR data for patterns. Mr. Cortez indicated that he does not believe that this data is being analyzed in that manner, but will verify that is the case and continue to follow-up.
- Convert CEO reports to PDF files and email to CSAC or post online. Mr. Cortez reported that the PDF file is too large to email to CASC members. The monthly reports will be posted to the CSAC Minutes page on the CMTA website.
- Continue recruitment of additional CSAC members. Mr. Cortez reported that there is currently one application for CSAC membership in process. The application is from Mr. Thomen who typically attends CSAC meetings. Due to the September CMTA Board of Directors meeting agenda being already lengthy, the Board’s consideration of potential CSAC appointments has been postponed to October. Applications are expected from Messrs. Hassandras and Patterson, who also typically attend CSAC meetings. Mr. Patterson indicated that he has applied for membership to ACCESS as well and inquired if there was some way he could serve as a liaison between committees. Mr. Cortez replied that Ms. Maloukis’ term on ACCESS is ending, and that a new liaison from the ACCESS Committee with need to be appointed by the CMTA Board of Directors.
- Report on status of CSAC inclusion as a focus group for the Market Segmentation Study. Mr. Cortez reported that there is not a focus group component of this project, however there is a stakeholder input portion planned for Phase II of the study. Mr. Cortez recommended that CMTA Marketing and/or Strategic Planning present information on the scope of the study to CSAC. Acting Chair Barrera requested a list of individuals considered stakeholders for the study.
- Provide photos of proposed new signage to CSAC members. Mr. Cortez previously sent CSAC members a link to an online photo album of the two sign prototypes on South Congress. The Marketing department is taking feedback on the proposed new signage. Mr. Cortez has already forwarded the suggestion by Mr. Mackinnon from the previous CSAC meeting to include the location of bus stops with shelters on signage at stops without shelters. CMTA marketing is suggesting changes to the proposed signage design based upon feedback from the community regarding more information in Spanish. Mr. Gaytan asked if most stops will receive more elaborate signage. Mr. Cortez responded that the type of sign installed will depend on the average boardings at the stop. The most elaborate signage will be installed at stops with more than 50 daily boardings. A smaller sign will be installed at stops with 15 to 50 daily boardings. Stops with less than 15 average daily boardings will have the least elaborate design. Mr. Cauvin asked if Dadnab information is included on all proposed new signage. Mr. Cortez will follow-up on this question. Mr. Cortez encouraged CSAC members to visit the prototype signs on South Congress.
- Provide written guidelines for stop placement and amenities. Mr. Cortez previously emailed a written copy of the stop placement and amenities guidelines to CSAC.
- Schedule CSAC briefings regarding the Intelligent Transportation System project and proposed new signage. Briefings regarding the Intelligent Transportation System project and proposed new signage are tentatively scheduled for the October CSAC meeting.
- Additional Follow-up items Mr. Cortez reported that concerns expressed by attendees of previous CSAC meetings including a request to relocate a sheltered stop on Riverside and installation of a shelter at a stop on Chalmers are being followed up upon by CMTA staff. Mr. Cortez will report on the status of these and other requests.
- Customer Service Training for Bus Operators – Kathleen Moore.
Ms. Moore, a CMTA staff instructor, reported on the extent of customer service training for CMTA bus operators. Ms. Moore indicated that for operators, safety is first priority, customer service is the next priority, followed by keeping schedule. Ms. Moore described the various steps that operators go through during their training program, with emphasis on the customer service curriculum. Continual customer service training is provided as well as an 8 hour program for those operators who receive multiple customer complaints and concerns.
Mr. Cauvin inquired if operators are instructed to ask customers to refrain from taking flash photography on the bus. Per Ms. Moore, this is not something that has come up to her knowledge.
Acting Chair Barrera asked about exceptions covered in the training regarding construction. Per Mr. Barrera, in the past, a rigid policy for operators to make stops only in designated places was followed. Ms. Moore responded that unauthorized stops are at the operator’s discretion. However, the operator must evaluate the stop for safety, and must be able to justify the unauthorized stop.
A discussion followed regarding Cap Metro’s policy for having new operators on the extra board. Ms. Moore indicated that is an operators’ union issue.
Acting Chair Barrera requested information on best practices for operator training. Mr. Cortez will follow up on this request.
Mr. Cortez asked about if there was an effort to hire people with previous customer service experience. Ms. Moore indicated that her knowledge of the hiring process was limited; however she does not believe Cap Metro eliminates operator applicants without customer service experience. Ms. Guerrero commented that applicants must pass a video test before being allowed to interview for an operator position.
Mr. Gaytan asked about the percentage of operator candidates that graduate from the training program. Ms. Moore indicated that one or two out of a class of ten may not graduate.
Acting Chair Barrera asked how often ghost riders monitor operator performance. Mr. Cortez will follow up with this information. Ms. Guerrero that Cap Metro has on-board ride checks and drive behinds. Per Ms. Moore, Cap Metro relies on customer compliments and complaints. Mr. Hassandras recommends a separate number to call for customer compliments instead of waiting on hold for the Cap Metro Go-Line.
- Proposed January 2008 Service Changes – John-Michael Cortez. Mr. Cortez reported that the majority of proposed changes are minor adjustments to schedules to improve on-time performance. Adjustments have been made to some of the originally proposed changes based upon customer and neighborhood feedback. The proposal to eliminate Route 23 Johnny Morris and replace the route with an extended Route 18 MLK has been withdrawn based upon customer feedback. The other significant changes are to two Night Owl Routes.
- Subcommittee Reports:
- CSAC Bylaws. No report was provided.
- New/Other Business
- Mr. Gaytan inquired as to the status of the proposed fare adjustment outreach activities. Mr. Cortez reported on the current outreach activities and some of the general areas of concern expressed by the community. Acting Chair Barrera requested CSAC be sent information gathered from the Fare Adjustment survey.
- Discussion of future agenda items and issues. Mr. Patterson requested a future agenda item on problems with the Interactive Voice Response (IVR) system. Mr. Cortez has tentatively scheduled presentation on the Intelligent Transportation Systems and proposed new stop signage for the October CSAC meeting. Future agenda items will include presentations on Automated Ticket Vending Machines, and Rail Safety.
- Action Items.
- Include a summary of previous month’s Customer Call Reports in CSAC members meeting materials.
- Continue recruitment of additional CSAC members
- Report on status of CSAC inclusion as a stakeholder group for the Market Segmentation Study.
- Provide a list of individuals considered stakeholders for the Market Segmentation Study.
- Report on the inclusion of Dadnab information on all proposed new signage.
- Report on status of stop and service requests from CSAC meeting attendees.
- Relocation of stop on Riverside Drive - Mr. Hassandras
- Construction of stop shelter on Chalmers – Ms. Irwin
- Provide information on best practices for operator training.
- Report on ghost rider activities for monitoring operator performance.
- Provide CSAC information gathered from the Fare Adjustment survey.
- Adjourn
- A. Next meeting date: October 2, 2007 6 PM at 323 Congress.
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