Members Present:Diane Aleman, Mary Ward, David Patterson, Sandy Seekamp, Amy Litzinger, Jane Lansaw.
Members AbsentBoone Blocker, Malcolm Graham
Call to Order and Welcome Diane Aleman
Citizen’s CommunicationMichael Zitz Evancih announced that he had attended a Brain Injury Association Meeting and that there would be a Community Resource Information meeting next Thursday.
Michael Zitz Evancih also announced that Paramount Theater was giving free movie tickets to two movies showing on June 28 & 29 with a Capital Metro ID (“Bus Stop” and “Some Like it Hot”) – see Paramount website or get a copy of their classic summer movies schedule.
Carlos Aleman stated that he had some exceptionally good experiences with MetroAccess drivers recently, including Roland, Vincent, William and JR and that it is very rare that he has a bad experience.
Carlos Aleman asked for a point of clarification. Should there be enunciators on every bus or are they truly not on every bus as a supervisor told me? Inez Evans, Director of MetroAccess, responded that we have an email answering this question that we just need to forward to the Access Committee. She said that she believed that there were some buses that had limitations that prohibited installation of enunciators but that the email from Dottie Watkins would provide more specific information.
Carlos Aleman asked about making reservations with MetroAccess around 5 pm. What happens if the phone call starts before or at 5 pm but does not conclude until after 5 pm? Will it still accept the next day reservation? Also, same question regarding use of IVR? Inez Evans responded that the phone call that did not end until after 5 pm would still result in a reservation and she would make sure that employees had this information. She will also check with Kirk Talbott, CIO, to get an answer to the IVR question.
Carlos Aleman asked about the requirement for “comments” when a passenger makes a cancellation. Inez Evans responded that there might be a training issue if passengers are asked for an explanation for why they are cancelling. She said that the comments section of the form is new and it is just being used to document who contacted MetroAccess to make the cancellation. She will follow up with employees to make sure that they have this information. Inez said that the information was to be only basic comment entries, like who called, male or female, and made mention of a drop list for other purposes.
MinutesMay 6, 2009 – discussion tabled
AnnouncementsInez Evans announced the following employee retirements of employees with over 20 years of service: Pauline Walton, Betty Cravens, Dominic Mays, Bob Dunlap, and Dee Creighton.
Inez Evans announced that with the retirements MetroAccess will be making changes to the IVR process, using a phone tree for answering while we assess the need to fill positions vacated by retirements.
Inez Evans announced that a MetroAccess driver, Jeff Mercer, came in second place in an international driving competition last month in Rhode Island. Another driver, Ted Ward, also qualified for competition and Inez was there to support the drivers.
Kim Peterson announced that United Cerebral Palsy of Texas had sent out a job announcement for ASSET Navigators in Austin and other Texas cities. The committee asked that this job announcement be emailed to them.
Kim Peterson announced that the Budget schedule had been distributed and that budget recommendations were welcome from the Access Advisory Committee. Key dates: July 27, preliminary budget presented to the Capital Metro Board of Directors; August 27, proposed budget presented to the Board; September 2, proposed budget available to the public; September 28, Board adoption of the budget.
Recruitment Update Kim Peterson presented information from Julie Martin on efforts to recruit for vacancies on the committee, including:
A brochure has been developed in both English and Spanish and Julie is working on finding a source to translate into Braille
Contact information has been updated on the web site
Copies of the announcement are on MetroAccess vehicles
Information is included on the IVR
A notice has been sent to transit advocates
She worked with our public information office to get it posted on the Capital Metro web page.
At least one application has been received
NOTE: Request from David Patterson – we need weekly updates on how many applications have been received so that we can help recruit if needed.
Motion by Jane Lansaw, second by Mary Ward – Change the due date for the applications to July 20, not the current July 7. Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham).
Smart Cards Barney Sifuentes explained that when a passenger is issued a MetroAccess card, they have 60 days to go to the Transit Store and get a permanent card issued. After 60 days, they are no longer eligible to use the card for Fixed Route Services because it will expire (Inez Evans stated that they can still use MetroAccess since they are not required to show a card to the driver and Capital Metro will have their number on record). He also said that eventually all passengers will either have a MetroAccess card or a Disability Card, but not both. We don’t want passengers to have two cards and there is no reason for them to have two. He explained that this will occur over the next few years as passenger’s disability cards expire and they have to get them renewed. Concern – Sandy Seekamp expressed concern that the smart cards would be used to track use of fixed route by MetroAccess users and then be used to make them ineligible for MetroAccess.
Question (Diane Aleman): Charlie Jackson said that you would be able to answer our question about the TVMs and credit cards. Barney said that he would follow up and get an answer to the committee.
Question (Diane Aleman): How do we get a copy of the meeting recording? Please ask Nancy to let me know.
Service Standards and Guidelines Todd Hemingson provided an overview of the draft Service Guidelines and Standards and asked the committee for comments. He apologized for not getting the document to the committee in advance of the meeting and said that he would send it out so that the committee could provide comments. He said that the document formalized standards currently in use and was prepared with the assistance of TTI, Texas Transportation Institute. The consultant reported that Capital Metro had some of the best standards documented when compared to other transit agencies. Todd reported that there were not significant changes in the document from current practices. He is looking for input before the June 29th Board meeting.
On-Hold Recording Scripts
Motion by David Patterson: Remove all promotional items for IVR off the on-hold recordings. Friendly amendment from Sandy Seekamp: “until the IVR works”. Friendly amendment from Mary Ward: “recommend to the Board”. Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham)
Motion by Mary Ward: Delete segment of message that says that the IVR can answer “Where is my scheduled ride?” since that is not correct. Second by Jane with friendly amendment to also delete this message: “Our regular route buses provide freedom to take a trip instead of sitting on hold.” Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham).
Motion by Sandy Seekamp, second by Jane Lansaw: Delete the message that says “Rides are honored on a first come first serve basis”. Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham).
Motion by Mary Ward, second by Amy Litzinger: Delete the message that says “Try to get your reservation as early as possible to get your ride.” Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham).
NOTE: additional concerns, but no formal action:
The message repeats too often. Try to add other content so listeners don’t have to keep hearing the same thing. Relevant announcements or current events would be nice. The local Austin music that they used to have was enjoyable.
Trying to change behavior through announcements does not work so stop doing it and stop patronizing. It is annoying.
Consider having announcements and music interspersed.
The voice used on the IVR on hold recordings is annoying.
Reports CSAC - David Patterson– they are taking the month off
COA Report - Jane Lansaw – no updates since the email I sent out
FRS Subcommittee - Jane Lansaw – we combined our meeting with the MetroAccess Subcommittee so that we could assist Sheila ____ and Rachel Young brainstorm on City issues related to sidewalks.
MetroMobility Working Group (MMWG) – Diane Aleman – we got a lot of good information from Inez Evans on open returns and their effect on allocation of resources. She also discussed other categories including “Will Call” and “Standby”.
Board of Directors meeting May 18, 2009 – Diane Aleman – it was a good meeting and I sent them my report but have not gotten a response.
Old Businessno action
New BusinessBy Law Revision
Motion by Sandy Seekamp, second by Jane Lansaw: change make up of selection committee for new committee members to Current Chair and one representative from each subcommittee. Motion carries, 7 – 0 (Jane Lansaw serving as proxy for Malcolm Graham).
Citizen Communicationno action
Adjourn.
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