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GREATER NEW BRITAIN ADA PARTICIPATION GROUP FORUM

THURSDAY, JUNE 9, 2016 @ 10:00am

Attendees: Anna Clark, Lynn Thomas

First Transit (FT) Staff: Andy Burke, Anand Gounder

Greater Hartford Transit District (the “District”) Staff: DJ Gonzalez, Margaret Pieniazek        

Operations:
March 2016 had 6,515 total trips provided in the New Britain Region.  Out of those trips there were 6,301 ADA Passenger Trips provided, 253 no shows, and 1,154 total cancellations.  April 2016 had 6,350 total trips provided in the New Britain Region. Out of those trips there were 6,082 ADA Passenger Trips provided, 233 no shows, and 922 total cancellations. May 2016 had 6,399 total trips provided in the New Britain Region. Out of those trips there were 6,120 ADA Passenger Trips provided, 215 no shows, and 1,152 total cancellations.

Customer Service:
March 2016, 71 calls were received from passengers in both the New Britain and Hartford Regions in regard to service issues. Received 67 complimentary calls. In April 2016, 94 calls were received from passengers in both the New Britain and Hartford Regions in regard to service issues. Received 99 complimentary calls. In May 2016, 129 calls were received from passengers in both the New Britain and the Hartford Region regarding service issues. Received 109 complimentary calls.

Staff Comments:
DJ Gonzalez, District Operations Administrator, thanked the attendees for coming to the Greater New Britain ADA Participation Forum. Information about the Hartford ADA Participation Forum was provided and the Spring STAR newsletter was given to attendees.

Margaret Pieniazek, ADA Eligibility Coordinator, spoke about the Try Transit Week event that the District has worked on with the help of CTtransit, the Kennedy Center, and Way to Go CT.

Andy Burke, General Manager of First Transit, and Anand Gounder, Assistant General Manager of First Transit, spoke about the recent operational computer system upgrade to using Trapeze Version 15. Benefits of upgrading the software include better identification of vehicle locations and other features which will help make trips for passengers more efficient.

 

Participants’ Comments:
Comment: Anna Clark noted that the drivers have been polite and helpful overall. Ms. Clark and her daughter Lynn Thomas described two incidents Ms. Clark has had in the past with the Paratransit operation. Within the last month a driver went to her old address to pick her up instead of coming to her new address. Another incident involved a driver coming to Ms. Clark’s address approximately two weeks ago, waiting the allotted five minutes and then driving off. Ms. Clark was able to make her way outside and talk to the driver but the driver noted that Ms. Clark had missed her trip. Ms. Thomas explained the housing setup for Ms. Clark due to issues with drivers coming out to the accessible entrance due to a building gate.

Response: First Transit and District staff discussed Ms. Clark’s housing situation. First Transit Safety Manager, Brian Helm, will come out to meet with Ms. Clark to assess the best way for First Transit drivers to pick up Ms. Clark. Mr. Burke addressed the concern with the driver coming to the wrong address as a possible computer system glitch or scheduling issue. Contacting customer service as soon as issues arise was discussed. Mr. Gonzalez discussed the incident with the driver not picking up the passenger as being unacceptable. Additional information was gathered and the issue will be investigated by customer service.

The next ADA Participation Group forum will be scheduled shortly. The exact date and time is to be determined. Once the forum date is announced you may make a reservation for Paratransit service to and from the meeting by calling (860) 724-5340 and selecting option “1”. The fare will be waived for the meeting. Please remember that in order for everyone to have a chance to participate, attendees need to keep initial questions and/or comments to five (5) minutes so that all other participants can be accommodated. Follow-up comments should also be kept to five (5) minutes.

This information is available in accessible format and in languages other than English upon request.