GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, November 16, 2011
Rider Attendees: Juanita Barnes, Archie Butler, Jeffrey Cole, Sharon Claud, Tonya Claud, Margaret Joyner, Angela Lewis, Yvonne Loteczka, Mary Lou Mayo, Janet Wallans
First Transit (FT) Attendees: Manny Gonzalez, Erik Rousseau, Linda DeLallo, Shedrick Robinson
Greater Hartford Transit District (GHTD) Attendees: Pat Williams, DJ Gonzalez
CTTransit Attendee: Barbara Bellott
The forum began at 5:20pm
Operations:
Total passenger trips for the month of September were 26,850, no shows 825 (3%), cancellations 6,261 (23%). October passenger trips were 26,609, no shows 983 (4%), cancellations 6,308 (24%).
Assessments:
In September 146 ADA applications were received; 110 were new, 36 recertified and 86 new ADA eligibilities were completed. Out of the 86 completed ADA eligibilities, 43 unconditional, 9 conditional, 3 temporary, 2 denied, 29 were withdrawn.
In October 144 ADA applications were received; 103 were new, 41 recertified and 102 new ADA eligibilities were completed. Out of the 102 completed ADA eligibilities, 39 unconditional, 11 conditional, 11 temporary, 5 denied, 36 were withdrawn.
Customers Service:
In September 80 comments were received from passengers; 48% were compliments, 5% driver, dispatch, reservationists and/or scheduling concerns, 16% late/early or related to ride length concerns, 25% invalid concerns, 1% no show concerns, 0% mechanical and/or related to safety concerns, 1% door-to-door, 4% courtesy.
In October 59 comments were received from passengers; 49% were compliments, 4% driver, dispatch, reservationists and/or scheduling concerns, 15% late/early and/or related to ride length concerns, 24% invalid concerns, 0% no show concerns, 1% mechanical and/or related to safety concerns, 5% door to door, 0% courtesy concern, 2% other.
GHTD/First Transit General Comments:
Pat Williams encouraged the participants to invite other riders to the forum.
DJ asked that riders let GHTD or First Transit know if there are any minor features they would like to see added to the new vehicles. All items will have to meet ADA federal standards. The four environmentally friendly vehicles (alternative fuel vehicles) should be arriving in or around March 2012.
Erik Rousseau provided an update on the Interactive Voice Response (IVR) system. If a rider has a problem or concern with the IVR system they should report it to the customer service department.
Shedrick Robinson asked that all riders provide the reservationists with their ID number when reserving a trip to make sure all their information is correct, and to expedite the call-in process.
Barbara Bellott reminded riders about the fare increase effective January 1, 2012. ADA fares will increase to $2.60 per trip and the 10 ride ticket book will increase to $23.40. There are no ADA route changes.
Participants Comments
| Comment: |
Jeffrey Cole
Acknowledged the service for doing a fine job. He took a tour of the facility and enjoyed meeting the staff. He noted the caller ID is listed as Laidlaw transportation. He is pleased that all of his issues regarding the IVR have been addressed.
|
| Response: |
FT will update the caller ID with the correct name.
|
| Comment: |
Archie Butler
No comment
|
| Comment: |
Janet Wallans
The IVR notifies the rider that the vehicle will be arriving shortly. The IVR is not consistent. Why does the automatic voice recording ask the rider to hold for the message instead of playing the message immediately? Can the seatbelt receptacle clip be placed in better position? The CTTransit announcements can be improved.
|
| Response: |
Erik explained the IVR takes into consideration the last drop time and the estimated arrival time of the next pickup. There are variables which could alter the next arrival time. DJ commented that it is an automated system and it has been set up to respond in this manner. DJ noted this request.
Barbara asked that Janet call her directly with any concerns she has regarding CTtransit announcements.
|
| Comment: |
Yvonne Loteczka
When will the accessible taxi cab program begin?
|
| Response: |
DJ advised the group that GHTD has procured two taxis from the Yellow Cab Company under the new Freedom Funding Grant. However, there are administrative issues which have to be resolved before they are put into service. He will keep the group posted as to when the taxi cabs will be in service.
|
| Comment: |
Mary Lou Mayo
The steps leading into the vehicle are too high. Why can’t the service use cars to transport the riders? She thinks that riders should be notified well in advance about the number of no shows they have within the month
|
| Response: |
DJ commented that the lift is available to her. Pat Williams advised the group that a rider can review their no show trips with the customer service department at any time.
|
| Comment: |
Juanita Barnes
How long are drivers supposed to wait for a passenger? Why do some riders pay and some do not have to pay?
|
| Response: |
DJ responded five minutes once they have arrived within the 30-minute window. Erik will investigate Ms. Barnes’ specific issues about long wait times and report back to her. Pat Williams explained that some riders require a PCA (personal care attendant) to ride with them, and the PCA does not have to pay. At the time of the rider’s interview the PCA status is determined.
|
| Comment: |
Margaret Joyner
Ms Joyner asked for clarification on how long can a person stay on the vehicle.
|
| Response: |
DJ explained the service is a shared ride. A rider should not be on the vehicle for an excessive amount of time. Ms. Joyner’s trip will be investigated.
|
| Comment: |
Sharon Claud
How long does the recertification process take? After receiving the medical verification information from the doctor, why is it necessary to follow-up with the doctor?
|
| Response: |
Pat Williams explained that once all the medical verification information is received from the doctor the ADA eligibility determination may take from seven to twenty-one days. The eligibility department will follow-up with Ms. Claud.
|
| Comment: |
Tonya Claud
Ms. Claud expressed her concern about the lateness of the service. She also was not aware of the hours of operation.
|
| Response: |
FT will review Ms. Claud’s trip history and respond back to her. DJ noted that Ms. Claud should have received eligibility documentation which explains the
rules and regulations of the service. The eligibility department will forward a package to her with this information.
|
| Comment: |
Angela Lewis
The address on a flyer event was incorrect and the service transported her to the wrong address.
|
| Response: |
DJ explained it is the responsibility of the rider to make sure an address is correct before reserving a trip to go to that location.
|
Tentative ADA Participation Group meeting dates for FY2012
