GREATER HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Thursday, September 22, 2011

Rider Attendees: Angela Lewis, Archie Butler, Bill Saloman, Michelle Johnson, Peggy Johnson, Janet Wallans

First Transit (FT) Attendees: Manny Gonzalez, Erik Rousseau

Greater Hartford Transit District (GHTD) Attendees: Pat Williams, DJ Gonzalez

The forum began at 5:00pm

Operations:
Total passenger trips for the month of July were 23,546, no shows 771 (3%), cancellations 6,182 (26%). August passenger trips were 26,199, no shows 796 (3%), cancellations 6,336 (24%).

Assessments:
In July 121 ADA applications were received; 96 were new, 25 recertified and 99 new ADA eligibilities were completed. Out of the 99 completed ADA eligibilities, 33 unconditional, 10 conditional, 17 temporary, 1 denied, 38 were withdrawn.

In August 185 ADA applications were received; 105 were new, 80 recertified and 112 new ADA eligibilities were completed. Out of the 112 completed ADA eligibilities, 52 unconditional, 9 conditional, 14 temporary, 2 denied, 35 were withdrawn.

Customers Service:
In July 86 comments were received from passengers; 35% were compliments, 10% driver, dispatch, reservationists and/or scheduling concerns, 6% late/early or related to ride length concerns, 40% invalid concerns, 0% no show concerns, 6% mechanical and/or related to safety concerns, 2% door-to-door, 1% other.

In August 74 comments were received from passengers; 46% were compliments, 9% driver, dispatch, reservationists and/or scheduling concerns, 1% mechanical and/or related to safety concerns, 7% late/early and/or related to ride length concerns, 3% door to door, 1% no show concerns, 1% courtesy concern, 32% invalid concerns.

GHTD/First Transit General Comments:
In addition the no show trips have decreased since the inception of the revised no show policy in October 2010. Total passenger trips for the month of July 2010 were 23,813, no shows 1,476 (6%). August 2010 passenger trips were 24,217, no shows 1,496 (6%).

No show trips are very costly and we appreciate all riders working with GHTD and FT to decrease the numbers.

DJ informed the group that safety issues and concerns brought forth by an ADA paratransit rider regarding the new vehicles were addressed with the manufacturer. All of the District’s vehicles meet the required FTA specifications and requirements.

GHTD has been awarded a grant to purchase four (4) environmentally friendly vehicles. Two (2) natural gas and two (2) hybrid electric.

DJ shared with the participants that riders continue to call and write in compliments about the transportation. We appreciate all of the rider’s input including recommendations for the service.

Erik Rousseau provided an update about the Interactive Voice Response (IVR). One of the features of this program is to provide riders with a reminder call of their trip the night before, Example, rider books a trip on Monday for a Friday trip. By the end of the week the rider might not remember that they reserved a ride. The IVR will call the rider on Thursday night as a reminder. Also another feature of the IVR will be to alert the rider when the vehicle is approximately five (5) to ten (10) minutes away from the rider’s scheduled pick up location. The IVR system works in conjunction with the GPS to make this feature operate efficiently. There will be unforeseen circumstances (traffic, inclement weather, emergency on the vehicle etc....) which may arise and affect the IVR’s estimate of arrival. Riders who do not want to receive a reminder call from the IVR system should contact the customer service department and their number will be removed.

DJ asked if riders received the autumn 2011 S.T.A.R. newsletter. Some attendees stated that they did not.

Pat Williams provided a general update regarding the upcoming accessible taxi cab program. The vehicles have arrived, but there is still procedural and technical issues that will need to be worked out before the program can be deployed. If there are riders or agencies who would like to be notified when the accessible taxi cabs are in operation, they can contact the customer service department. DJ also explained to the group the payment arrangements for the program.

Participants Comments

Comment:	Michelle Johnson She praised a driver for assisting her in a very professional manner.
Response:	Erik took note and knows this particular driver and will make sure the driver is recognized for this kind act.
Comment:	Bill Saloman He is pleased with the same driver who drives him to work every day. He wanted clarification about the door-to-door assistance when he has packages.
Response:	Management responded. If a driver is going through the first set of doors to assist a rider with their packages, then the driver has gone above and beyond what the service requires of that driver. The driver is expected to bring a rider’s packages to the first door of where the rider is being picked up or dropped off at.
Comment:	Janet Wallans She explained a minor concern with one the new vehicles and the seatbelt clip. The mechanism which locks the seatbelt in place was loose. Also, the two hour cancelation time for canceling a trip is not mandated by FTA. Why does GHTD have a two hour time frame? Why doesn’t’ GHTD advertise the forum on the music on hold message.
Response:	Management will investigate this particular vehicle and respond back to Janet. Janet rode on this vehicle on 9/22/11. DJ advised the group that the FTA allows agencies to determine their own cancellation time frame and time cancelations vary throughout the U.S. GHTD has established a two hour cancellation policy to assist driver’s whose manifests have to be re-scheduled. Pat Williams advised the group that the present music on hold message is a standard format which cannot be changed at the present time. However; she said that Janet’s comment will be considered for possible implementation in the future.
Comment:	Archie Butler His rides are inconsistence and late. He would like the service to call him when they are running late.
Response:	First Transit will review Archie’s trip history and respond back to him with their findings.
Comment:	Angela Lewis Why will there be a service reduction?
Response:	DJ commented that we are required to reduce our service if CTTRANSIT reduces their fixed route service. There has been no definite word on any service cuts to date.

The next ADA forum is scheduled for Wednesday, November 16, 2011 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.