GREATER HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, July 20, 2011

Rider Attendees: Bill, Juanita, Valorie, Dinah, Yvonne, Paul, Michelle, Peggy, Mattie, Dinah, Rick, Jeffrey. Attendees requested that only their first name be listed.

First Transit (FT) Attendees: Manny Gonzalez, Linda DeLallo, George Cruz, Waleska DelaCruz

Greater Hartford Transit District (GHTD) Attendees: Valerie Ellis, Pat Williams

The forum began at 5:15pm

Operations:
Total passenger trips for the month of May were 26,014 no shows 884 (3%), cancellations 6,805 (26%). June passengers trips were 26,144 no shows 910 (3%), cancellations 6,330 (24%)

Assessments:
In May 148 ADA applications were received; 102 were new, 45 recertified and 160 new ADA eligibilities were completed. Out of the 160 completed ADA eligibilities, 84 unconditional, 28 conditional, 11 temporary, 4 denied, 33 were withdrawn.

In June 141 ADA applications were received; 103 were new, 39 recertified and 161 new ADA eligibilities were completed. Out of the 161 completed ADA eligibilities, 84 unconditional, 15 conditional, 14 temporary, 3 denied, 45 were withdrawn.

Customers Service:
In May 119 comments were received from passengers; 54% were compliments, 13% driver, dispatch, reservationists and/or scheduling concerns, 6% late/early concerns, 23% invalid concerns, 2% no show concerns, 2% mechanical and/or related to safety concerns.

In June 92 comments were received from passengers; 40% were compliments, 21% driver, dispatch, reservationists and/or scheduling concerns, 3% mechanical and/or related to safety concerns, 10% late/early and/or related to ride length concerns, 7% door to door, 19% invalid concerns.

GHTD/FT General Comments:
Pat Williams announced the District will be purchasing four (4) hybrid buses as a pilot program, (two (2) CNG and two (2) gas electric.)

Ms. Williams discussed the no show policy. She reminded all riders they can discuss their no show, late cancelation and cancel at the door trips with the customer service department at anytime. If riders review their trips with the customer service department during the month, this will assist in ensuring that their trips are coded properly. When a rider exceeds 10% or more of these trips, they will receive a no show letter. Ms. DeLallo clarified for the group that all trips reserved within a one (1) month period is considered when determining if a rider has exceeded 10% of no show/late cancel trips. If riders are calling on the same day to cancel their trips, they should call two hours before the scheduled time. A rider can call as early as 4:30am and as late as 12am to cancel their same day trips.

Ms. DeLallo provided the group with an update on the Integrated Voice Response (IVR) telephone system. At the present time, the IVR calls riders who have a scheduled demand or subscription trip. Ms. DeLallo noted that this is incorrect and management is working to correct this problem. The IVR should only be contacting riders who have a demand trip scheduled. In addition, some rider’s telephone numbers are not in the system correctly and this is why they are not receiving a call from the IVR system. The IVR will also be able to alert riders when the vehicle is within a few minutes of their arrival time or when it is time to recertify their ADA eligibility. This feature is optional for riders and they can elect not to participate. If a passenger has a problem with the IVR system, it is requested that they call the customer service department at (860) 724-5340 x3046 or e-mail at hartfordcustomerservice@firstgroup.com.

Ms. Williams noted that some riders might have experienced telephone problems on Friday June 10th. This was due to the telephone carrier. All no shows trips were exempt on this day. The reservationists stayed late on this day to schedule trips for riders.

Manny Gonzalez updated the group on the statewide bus Roadeo. Mr. Gonzalez was the team leader. First Transit drivers took first, second, third and won the overall team place. An article will be published in the upcoming fall S.T.A.R. newsletter.

Comment:	Rick He praised the ADA program. He would like to see the service area expanded and have a fund raiser. Why was the $5 round trip fare payment terminated?
Response:	Ms. Williams noted accessible taxi cabs will be able to provide transportation in the areas that ADA does not cover. The ADA program is federally mandated and state funded, a fund raiser cannot be performed by our agency. However, GHTD continues to develop cost effective methods while conducting safe and reliable transportation. The round trip fare payment was not an efficient process for the program.
Comment:	Bev She presented ADA with a thank you card for providing excellent transportation service for their social group trip in July.
Comment:	Peggy and Michelle They also acknowledged the ADA on a job well done in transporting the social group. The group arrived in a timely manner and was extremely pleased with the driver, Moses.
Comment:	Bill He was pleased with the service on this day as well.
Response:	FT and GHTD thanked the group for their kind words and will make sure the driver will receive recognition.
Comment:	Yvonne No issues to report.
Comment:	Jeff He appreciates the service and how willing everyone is to resolve his issues, especially over the last few months when he had problems with the telephone system. He would like to know if the service provides transportation at a specific address in Rocky Hill.
Response:	Linda DeLallo will check to see if ADA transports to this address.
Comment:	Juanita No problems to report.
Comment:	Valorie She requested information about accessible taxi cabs and transportation to a New Britain Red Cats baseball game.
Response:	FT and GHTD will get back to her on these subjects.
Comment:	Dinah She appreciates the service and would love to see the program offer bus passes to riders. In addition, she inquired if the service would provide charter services. Ms. Williams will present the pass request to CTDoT. The federal law states that the ADA program cannot use the service to charter trips, it is specifically designated to be an ADA Paratransit service.
Response:	Paul Copp No comment

GHTD will continue to update riders with information regarding the accessible taxi cabs. In the meantime, please see the enclosed article which was previously highlighted in the winter GHTD newsletter.

The next ADA forum is scheduled for Thursday, September 22, 2011 (note this is a revised date) at 5:00 pm at Union Station. You must make a reservation for transportation to and from the meeting by calling (860) 724-5340 and select #1. The fare will be waived for this meeting.

As time is limited; all attendees may sign up with Pat Williams to make sure that they have enough time for discussion. Topics must be provided at least 48 hours in advance. Other participants will be provided with the opportunity to bring their issues forward if time permits.

Please remember that in order for everyone to have a chance to participate you need to keep your 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.