Capital Metro
Customer Satisfaction Advisory
Committee
Minutes
DATE:
TIME:
LOCATION: Capital Metro
323 Congress 1st Floor
Members: Rene’
Barrera, Dr. Bob Harkins, David Patterson, Ruth Young,
Associates: Joseph
Thornton, Colleen Stoll and Jerry Balaka
Staff: Dianne
Mendoza, Rob Smith, Thomas Brisco, Rachid Breir, Alex Perales and Sandra
Maggitt
I.
Meeting was called to order at
II. Minutes were tabled for later approval.
January Minutes motioned to approval by Dr. Harkins, second by Ruth Young.
III. Park & Ride New Vision and Upgrades – Rob Smith
Rob stated that there are a lot of things happening in the park and ride arena. Information will be presented in the order that they are happening.
Capital Metro is looking at ways to potentially expand the park and ride lot through leasing adjacent parking that’s available during the day or by expanding the facility in which there are several ways to do this. Expanding the facility is a longer term but hopefully there will be a short term relief. The reason for the expansion is that there has been a noticeable relocation of UT students and staff faculty into the Northwest area.
Triangle Development – The triangle formed by Guadalupe, Lamar and 45th has a sufficient mixed use development that after a long period of gestation is finally happening. Phase I will open this fall and contain approximately 100 parking spaces. An additional 100 spaces will be built during later phases of the project. Phase I will be initially be served by routes #1 and #101. A new stop will be added for route #101 in the August Service Change and Rapid Bus will also serve this stop when it starts in this corridor. The Triangle is expected to open this year. Capital Metro is working on the placement of the bus stop and other issues it takes to get the Triangle Development started.
Alfredo asked if route #338 would serve the Triangle area. Rob stated that Capital Metro is looking at potential route modification but there is a problem involved in getting route #338 there and they may not be able to get #338 there because of the way the turning movements are set up and the phasing of the streets. Capital Metro is not sure that the route would go near there but it will not necessarily go to the parking location.
The design for the park and ride is completed. To start, there will be 500 parking spaces and a large area for bus transfers. This project will not only serve as a park and ride but as a transfer center to connect routes. Once the facility is open route #1 will be extended, the first Rapid Bus line will serve this location, #392 and #242 is expected to serve the location and route #935 will be moved to this location. There will be expanded service over the current operations.
David asked if there will be parking revenue anticipated from the parking. Rob stated not to expect anything of this type. He stated that because there is extra land, there is potential revenue generating opportunities. Capital Metro’s goal is to have room to expand if needed and they can do so without going through the long process of buying property.
Rene’s stated that most of the development is retail with the exception of Dell, and would there be an opportunity for other offices to maximize clusters in that area. Rob stated that the southern end of the land is available for development. A lot of the land has been developed with a mix of offices, warehouses and commercial space and there is also more land available for the development.
The project goal is to have this location
open in January 2006. The construction
contract was awarded by the Board last week and construction will begin next
month. Tech Ridge will be a major theme
of the January Service Change.
Dr. Harkins asked to know what the traffic flow would be like for the buses. Rob stated that traffic will flow in multiple ways. Capital Metro will try to be flexible and buses will be able to flow both directions. There will be separate entries for buses and cars.
Alfredo asked if the #1 be extended to the Wal-Mart at Slaughter and IH 35. Rob stated that this will not be done initially; Capital Metro is looking at extending route #252 to that area. There will be service to that area once the retail businesses are started.
Rene’ commented that regarding the land between the two Dell building, if possible, maybe Capital Metro could start a Marketing strategy to get Dell staffing to use CMTA services by providing them options, there may be a way to have a connectivity. Rob stated that Capital Metro is currently working on a staff level with Dell to explore possibilities at the Tech Ridge and other locations. There is renewed interest on Dell’s part in looking at options.
Leander – This project is targeted to open in 2006. It will initially be served by buses and in 2008 will be served by rail. The land is owned by Capital Metro and they are currently working on some of the access issues from U S Hwy 183. This has been one of the issues that have been delaying them because there have been changes in how some of the surrounding areas has been dealt with. Rene’ asked if there was a model that could help facilitate this back to the Tech Ridge project. Rob stated that it is possible and Capital Metro will be exploring this opportunity.
Other park and ride for land search or acquisitions are:
Oak Hill
2222/620 Area
Harris Branch – Northeast 290 towards Manor
Rob stated that one of the things that is tricky about the above mention park and rides is that sometimes buying the land and going through the due diligent that the federal transit administration requires could take longer than building the park and ride. Capital Metro is not predicting when the other projects will happen; a lot will depend on how quickly the land issues move forward. South IH 35, of the ones that have not been purchased, is most likely the one that will be built first and the quickest to implement.
Dr. Harkins asked if it was possible to have a marketing piece/map of the new park and ride locations on the internet. Dianne stated that they will look at this possibility.
IV. Action Team Process – Rachid Breir/Thomas Briscoe
Rachid presented the committee with a handout of the CMTA Action Plan.
The purpose of the Action Team is
to discuss and plan for upcoming detours, parades, protest marches, festivals,
service changes and special events that could have a negative impact to
customers riding Capital Metro services.
The Action Team meets every Tuesday and is chaired by
Fixed Route Services (FRS)
o Run Dispatch
o Radio Dispatch
o Field Operations
Customer Service
Marketing
Maintenance
Security
Other departments as needed
o Planning
o Public Relations
o Risk Management
o Finance
The goal of the Action Team is to:
Plan the work and work the plan.
Improve communications to bus operators, staff
and customers during major events.
Be consistence on how to handle special events
that impact Capital Metro services.
Learn from each and every event and make
adjustments based on what was learned in order to improve public service.
Department involvement:
FRS: Runs a checklist and ensures all issues have been addressed prior to each event. They are responsible for posting and removing detour information at bus stops affected by the detour, ensuring passenger notices are out on the buses seven days in advance, managing each event with supervisors and volunteers, adjusting accordingly, and managing Q bus activity for each event or detour if needed.
Examples of detour notices were presented to the committee.
Marketing: Develops all passenger notices for the customer using information and detours given by FRS, ensure passenger notices are completed in a timely manner, responsible for updating the CMTA Web site, communicates road closures and information to the media and assist with any special signage or detour information that need to be distributed at bus stops.
Security: Be present at event when required, assist with crowd control and security of revenue collections, acts as liaison with the COA when CMTA bus service is impacted by special events.
Maintenance: Schedule buses needed for the event and approve a shop truck for major events to ensure maintenance issues are immediately responded to.
Thomas Brisco is the point of contact for parades, marathons and detours. To avoid service interruptions, pros and cons of road closures and other issues of the event is studied. All events and action plans are discussed as a team. Detours and parade information are kept in a database for future reference.
The impact of service changes is discussed as a team. A Planning Department representative is requested to be present at the meeting to explain the upcoming changes to the Action Team. Prior to events, Green Cap activities are scheduled at all major transit centers.
Rachid Breir is the point of contact for all upcoming special events. He is also responsible for notifying the Action Team members of any and all upcoming charters, shuttles and other requests.
Examples of an Action Team agenda, checklist and detour were presented to the committee for viewing.
David asked to know the criteria
to detour buses, for example, the Boy Scout detour. Thomas stated that usually when the City of
Rene’ asked how Capital Metro as a revenue generating entity document what they are at lost of when they have the special events; the budgetary impact. Rachid stated that he doesn’t see Capital Metro losing too much. When there is a big event, there are usually supervisors riding around and Q buses.
Rene’ stated that he has seen
vast improvement with special events over the last 5 to 7 years.
New/Other Business:
New schedule books are out. Rene’ suggestion having CSAC information placed in future schedule books. Dianne stated that if this information is documented, she could forward to Rick L’Amie.
Dianne stated that she would do an Executive Summary of the action items to present to the Board. This would allow Rene’ to bring up the action items and not go through the entire Minutes.
Dianne advised the committee that beginning March 1st, there will be no more transfers. The 1-day pass will be in effect on this date. The pass will allow customers to ride an entire day for one dollar. If customer is going in one direction they would just pay the 50 cents.
Also, as of February 1st, HEB will not be selling STS passes. There is an accountability problem and administrative problem for them. The only pass they will be selling would be the STS booklets. Capital Metro is looking at enhancing the 10-ride booklets to 30-ride booklets for $6.00. Rene’ stated that his understanding was that STS is the most consistent ridership as far as identification and repeat. Dianne stated that HEB could not handle the consignment, that it would require additional staff which they were not willing to do any more. HEB will have self addressed envelopes for people who would like to have passes sent via postal mail.
David stated that the notice is too short and it will be seen as a fare increase with the political outfall. Dianne stated that it suppose to provide value by allowing customers to ride longer on one pass. Dr. Harkins stated that the committee’s point of view is that this will be executed in approximately 26 days. Dianne stated that she will talk with the Ticket and Pass Committee because reconsidering the deletion of transfers on March 1st.
Ruth asked to have the results of the Farebox numbers. She stated that Leander has increased ridership by approximately 100%.
Rene’ commented that during his presentation at last month’s Board Meeting, Chairman Walker stated that in regards to the signage at the airport, the Board is very interested in seeing this resolved, positively in Capital Metro’s favor. He asked that CSAC stick with it and so would Capital Metro.
Dr. Harkins invited the committee to have a future meeting at an alternate site; they could open the campus at one of office.
Subcommittee Reports –
A.
Rapid Transit Subcommittee –
Carl Tepper – No Report
B.
Amenities Subcommittee –
David Patterson – David requested to have a contact name for Downtown Austin
Alliance regarding shelters conflicting with the architecture of downtown. Dianne stated that she could get with the
chair of DAA and brief the committee.
C.
Technology Subcommittee –
Richard Greenwalt - No Report
D.
Fixed Routes Subcommittee –
Jerry Balaka- Alfredo asked to know why there is a huge gap on the time point
between Oltorf and William Cannon on route #10.
E.
By-law changes –
Tepper/Barrera – No Report
F.
CSAC Membership – Rene’
Barrera – Decisions will need to be made regarding applications on file. Rene’ asked the committee for its interest in
expanding the committee with new members.
Four committee members agreed.
Rene’ stated that he would like
some movement with John Taylor, Colleen Stoll and Barbara Espinoza for the next
Board Meeting. Great progress has been
made regarding membership.
Action Items:
Gather information on the design of shelters
conflicting with the architectural design of
Include a marketing piece/map of the new park
and ride locations on the internet.
Alfredo asked to know why there is a huge gap on
the time point between Oltorf and William Cannon on route #10.
Check with contact from TXDOT regarding
leveraging service.
CSAC Application Inquiry on the web
Resolution to Board regarding ban dated signs –
Rene Barrera
Copy of DVD and hard copy presentation of Fd2S Prioritized
Project Matrix to CSAC Committee
Present Wayfinding signage to the committee for
viewing.
Future Agenda Items:
1. Amenities Update – Travis Hausmann – April
2. 31 Day Rolling Pass and 1 Day Pass – Barney Sifuentes
3. Web Site
4. Mobility Impaired Card – Nancy Crowther
5. New Signage Presentation (FD2S) – Cynthia Lucas
6. Farebox Ridership Numbers – Rob Smith - April
7. Ticket and Pass Committee Presentation – Barney Sifuentes
Meeting adjourned at