Capital Metro Transit - Austin, Texas

Capital Metropolitan Transportation Authority
323 Congress Avenue, First Floor
ACCESS ADVISORY COMMITTEE MINUTES
September 7, 2005

Members Present: Shelly Brisbin, Ron Burzese, Jerry Doran, Linda French, Randal L. Glock, Julie Maloukis, Scott Meyer, Juan Munoz, Robert Raines, and Judy Watford.

Members Absent: None

Capital Metro Staff Present: John Ancira, Caroline Beyer, Nancy Crowther, Bob Dunlap, Denise Guerrero, Cynthia Hernandez, Jan Johnson, Chuck Lyon

Guest(s): Audley Blackburn, Kathy Blackburn, Diane Bomar, Joseph Brooks, Judy Collins, Christine Guerva, Bobbie Kemp, Ed Kunz, Trudy Madrulli, Mark Noble, Betsy Rashin, Maggie Rencon, Hannah Rittering, Steve Saltzman, Pam Scott, Mark Thompson, Richard Villa, Mary Wallace

The meeting was called to order at 5:03PM. All decisions made were voted upon. All votes were unanimous unless stated otherwise.

Chair, Shelly Brisbin, called the meeting to order at 5:03 p.m. Due to a very large group of citizens in attendance, many of whom signed up to speak, Ms. Brisbin announced that she would be rearranging the agenda in order to accommodate the guests.

APPROVAL OF MINUTES
Minutes from the last meeting were not available.

ANNOUNCEMENTS

September 14, 6:00PM: FY06 Budget Public Hearings at Capital Metro's 5th & Pleasant Valley location.
September 17, 10:30-12:00: Capital Metro will present STS information to the Austin Council for the Blind (ACB) at the Yarborough Library, located on the 151 Allandale Route.
September 29: Newly extended target date for a "soft launch" of the Interactive Voice Response (IVR) system. IVR will be accessible for STS functions after hours for testing.
ACCESS Members Terms: Scott Meyer asked about the term expiration dates of the original committee members. Shelly Brisbin agreed to research this question in the By-Laws provide a report at the next meeting. In light of the heavy agenda, further discussion was tabled.
It was noted that the ACCESS Meeting minutes have not been posted on the website since December. In addition, the website information for today's meeting was incorrect. It's possible that some people may have wanted to attend but were put off by incorrect website info. Several members noted that this is unacceptable.

FY 2006 BUDGET PRESENTATION

PRESENTATION BY CYNTHIA HERNANDEZ, CFO
Ms. Hernandez stated Capital Metro's budget is zero-based and dollar driven. Department Managers met with the Budget Staff, the CFO and the Executive Office to justify every line item to be included. Budget strategy meetings were held in May, June and July. Department heads met with the budget office to add and account for every expense item. Budget assumptions were presented to the Board Finance Committee on July 18, 2005. Meetings continued during this time as staff finalized the budget. It was made available to the public on August 31, 2005. Public hearings will take place on September 14, 2005, and the budget will be presented to the Board for approval on September 19, 2005.

Strategic Goals

Improve Employee and Customer Satisfaction
Improve the Quality of Operations
Enhance transport option to increase market share
Increase cost effectiveness of services
Stimulate the economic vitality of Central Texas

Service Assumptions

Service levels (hours and miles) comprise a majority of the budget
Fixed Route service is expected to grow by 3.14%. Additional service will be provided by the best value provider.
UT Shuttle service is projected to decrease based on the contract.
STS demand for service is projected to remain relatively flat. There will be a shift of service to taxi companies.

Passengers

Total passenger trips are expected to increase by 3.97%
Fixed route service will see the largest increase, over 5%
Vanpool service is expected to increase by 2%

Revenue Assumptions

Sales tax is budgeted at a 6% growth over FY 2005
Advertising revenues are projected to increase by $250,000
Farebox revenues are expected to increase by about $1.2 million.

Staffing

Total staffing increase includes a headcount of 3
Staffing will be increased in some areas due to new programs but this will be offset by increasing efficiency in other areas.

Expenses Assumptions

Healthcare costs are expected to rise 17%
Cost associated with a change in the labor agreement are not included
Fuel Costs are expected to increase to $2.15 per gallon for diesel fuel.
Expenses for an onsite Childcare Facility at the new Pleasant Valley location are included
New facilities are impacting the budget
Continued Commitments are included for: 1) the Customer Service Program; 2) the subsidy of STS service in Pflugerville, Cedar Park, and West Lake Hills; 3) to support Special Events and Emergency Situations; and 4) to assure the reliability and cleanliness of the fleet.

Revenues and Expenses

Revenues are projected to be $161.0 million
Expenses are projected to be $144.3 million
Net Income is projected to be $16.7 million

Capital
All proposed capital requests, totaling $64.0 million, in FY 2006 are in support of the All Systems Go program. Funding will be sought through grants and other financing options.

Summary
Capital Metro will continue the implementation of the All Systems Go plan and with the implementation of the Strategic Goals. FY 2006 will be a difficult budget year due to the significant rise in healthcare and fuel costs. While overall revenues have increased, expenses have increased as well. And, expenses are increasing at a faster rate than revenues.

BUDGET DISCUSSION AND QUESTIONS
ACCESS members asked why Fixed Route service is expected to double in the next 20 years while STS Service is expected to remain constant. In light of the aging population, members feel that STS demand will certainly rise. Ms. Hernandez stated STS projections need to be changed to meet demand if the need arises. However, she added that the number of STS trips have actually dropped a bit in FY 2005.

ACCESS members expressed much frustration over the lack of communication between Capital Metro and the ACCESS Committee. Members have been asking about the status of the budget for many months but no information was provided prior to the presentation today. They stated a continuing frustration about the inability to properly advise the Board of Directors on ADA issues when vital information is not provided.

Members also stated that the budget information was requested in large print and in Braille at a number of ACCESS meetings but this did not happen.

STS BUDGET DISCUSSION

New Programs
Nancy Crowther announced two new STS programs. First, a grant has been obtained to provide O & M services to customers requesting training on Fixed Route use. In addition, funds have been obtained to continue work with the Services on Aging Council.

Taxi Voucher Budget Discussion
Jan Johnson led a discussion about the history of STS, stressing the great gains that have been made over the years. In 1976, 70% of STS Service was provided through taxi vouchers. This didn't work too well and in 1989, Capital Metro began offering additional services through the use of purchased sedans and vans. The taxi vouchers were limited to 6 mile trips, providing service to and from medical appointments, grocery stores and pharmacies. In 2002, the use of taxi vouchers increased with the new ADA guidelines that directed Capital Metro to accommodate all rides requested by ADA eligible riders. In addition, Capital Metro has had to provide STS services to riders living on the outskirts of Austin and in the surrounding areas.

In FY 2005, Capital Metro expects to provide about 180,000 taxi rides. Approximately 48 to 50% of these rides are used for subscription services. In FY 2006, funds have been budgeted to provide over 270,000 taxi rides. STS is currently providing an additional 300 rides per day through the utilization of STS driver overtime and taxi vouchers. He noted that overtime pay is quite costly and stated that taxi rides can be provided at about one-third the cost. Mr. Johnson continued the discussion, providing more statistics and information on the numbers for projections and budget.

Julie Maloukis stated that the information being presented was confusing. She asked that it be provided in writing and Jan Johnson agreed to do so. She also stated for the record that ACCESS members must be given written information at least 24 hours prior to ACCESS meetings in order to properly review it and be prepared to discuss it. Scott Meyer stated that the lack of appropriate information is preventing ACCESS members from doing its job. Ms. Brisbin reiterated the need to have information presented, especially budget information, in print, large print and in Braille. It was noted that the minutes of the May 4, 2005 ACCESS meeting reflect the request accommodations by providing a written supplement to all presentations as well as a request for both large print and Braille. All present agreed.

A brief general discussion continued among members about the timeliness and format of information given to the ACCESS committee, or lack thereof. Budget talks began last May and a draft was presented to the Finance Committee in July. ACCESS members have been asking for budget information at every single meeting and were told it wasn't available. While it is highly likely that staff members attending ACCESS meetings did not have access to the ongoing budget discussions, the lack of overall lack of communication and consideration to the needs of ACCESS members is quite distressing.

TAXI VOUCHER PROGRAM AUDIT & RECOMMENDATIONS

PRESENTED BY CAROLINE BEYER, INTERNAL AUDITOR

Background
Ms. Brisbin briefly reported on the Ad Hoc Committee along with dialogue from Capital Metro staff. Members include Julie Maloukis, Judy Watford and Shelly Brisbin. She stated that it was formed to review the Taxi Voucher program. At the second meeting, however, the internal auditors showed up to discuss issues about the Taxi Voucher program. Capital Metro's internal audit staff attended the second meeting of the Ad Hoc Committee to discuss STS issues and potential areas of risk. Audit action items were distributed to a couple of the Ad Hoc Committee members two weeks ago.

Julie Maloukis clarified information about the Ad Hoc Committee. She stated that the Committee was actually formed at the June 1, 2005 meeting to revise the STS Policy Manual, to make the information more accessible to people with disabilities. It was not the intent of the Ad Hoc Committee to deal with taxi voucher policy or with internal audits. She also stated that she did not receive the audit action items.

Audit
Ms. Beyer stated that the scope of the audit focused on the management and controls of the Capital Metro taxi voucher program which is managed by the STS department. Several areas of potential risk were identified, resulting in "Recommendations and Action Plans." In response to ACCESS member questions, Ms. Beyer stated that the results of the audit are confidential and cannot be released until it is presented to the Board and approved.

Ms. Maloukis noted that she understood the audit process but expressed frustration that ACCESS members were being presented with recommendations for action without first receiving the necessary information as to why changes are needed. Ms. Brisbin and Ms. Watford agreed each stating their displeasure about being left out of the loop of information by Capital Metro.

Recommendations and Action Plans

Eliminate trip purpose restrictions for taxi services.
Eliminate subsidy for non-ADA required "premium" taxi services. (effects 11% of STS riders)
- Use existing Trapeze scheduling software to identify ADA-qualified riders who live within the ADA defined ¾ mile corridor.
- Allow STS clients to take advantage of CMTA discounted taxi rates for non-ADA trips.
- Expand contract language to address potential fare disputes.
Clarity inconsistency about STS escorts, fares and multiple STS riders.
- Ensure consistent guidance regarding fares for non-STS passengers riding in taxi with STS clients.
- Clarify in taxi contract that CMTA will only reimburse for a single ride if multiple STS riders are in the cab.
Ensure STS clients pay regular fares on Ozone Action Days.

Jan Johnson stated that Capital Metro will begin to issue more Taxi Vouchers during FY06. Staff is recommending that the current restrictions to trip purpose be eliminated upon ACCESS approval of program changes. Also, beyond regular subscription trips and dialysis/major medical, Capital Metro will determine whether riders will be issued a ride in an STS vehicle or via a Taxi Voucher. Riders will continue to have the freedom to use the taxi company of their choice when using a Taxi Voucher. Mr. Johnson stated that any changes to STS services will require a minimum of three public meetings and a public hearing. This ACCESS meeting will be the first public meeting. If changes are going to be made, additional public meetings will be held in October and November. A public hearing could take place as early as December.

DISCUSSION AND QUESTIONS ABOUT AUDIT
ACCESS members expressed profound frustration about the lack of communication. Members do not feel they have enough information to make any decisions or offer opinions on the "Recommendations and Action Plans" suggested by the auditors. Both the audit document and the budget both need to be reviewed first.

Discussion about the "Recommendations and Action Plans" was varied. Ms Watford and others expressed considerable objection to proposed changes, as did many guests who came to speak. Concerns centered around health-related issues, timeliness and safety. It was stated that STS riders should be able to request a Taxi Voucher as needed. More specifically, STS riders should be able to contact a specific driver directly when using a Taxi Voucher. They should not have to go through the main switchboard of STS to receive a Taxi trip.

CITIZEN COMMUNICATION

Richard Villa. Mr. Villa stated objections to untrained schedulers requiring riders to take combo (taxi/bus) trips. He proposed unlimited taxi vouchers.
Diane Bomar. STS changes ride times considerably, making many STS trips inefficient. For example, a pickup for a trip to the mall was delayed an hour. The return time for that same trip was moved up an hour, leaving only 10 minutes to shop.
Pam Scott. "If it ain't broke, don't fix it." Vouchers and Open Returns are essential to many disabled and medically fragile people. The current problem is administrative and should be dealt with accordingly. The abusing offenders should be punished and not the whole population.
Mark Noble. The ACCESS committee is doing a great service to the community. Riders should have the right to choose the vendor and driver of choice for all trips. It's a safety issue to know when you'll be picked up and who will be driving. Please look at punishing the people that were abusing the system and not the whole population.
Ed Kunz. You are not limited to ADA requirements. You can continue to service ADA trips without eliminating non-ADA trips. The STS program runs very efficiently. Why would you want to waste money auditing a very efficient program? Focus on the accountability of the people who did the abusing and not those who didn't. Do not get into the transfer combo thing. Your current quality is good so don't change it.
Hannah Riddering. I am a driver, providing caring and quality service for STS riders. Glad that you're eliminating trip purpose. Don't restrict people to Capital Metro fixed routes or STS vehicles because the service isn't as good. Your call takers seem to get power out of denying STS trips.
Joseph Brooks. I'm one of the 11% living outside the ¾ mile service area. Before I bought my house I contacted STS to see if I was in the ADA area and was told yes. After I moved in, I was told I wasn't. Riders should be treated the same and should be allowed to ride with the taxi driver of their choice. Fixed Routes may be nearby but often involve crossing terribly busy streets.
Steve Saltzman. Signed up to speak but left before speaking.
Maggie Rincon. Vouchers may be an extra but they are very much needed. Some people must use vouchers to maintain their schedule related to health issues, medications, appointments, etc. It's important to be able to use the cab company and driver of choice. There are concerns with IVR, Trapeze, Scheduling Agents, etc. You're stuck with whatever they give you. One of the biggest issues is the lack of wheelchair accessible vehicles.
Audley Blackburn. Passed. Issues related to Fixed Route service.
Patti DiTucci. Making changes in programs paid by tax payer dollars should not be done without putting it to a vote. Where is the money going when you take away the voucher program?

MEETING EXTENDED
Due to the overwhelming about of material covered, Ms. Brisbin asked if members would be willing to extend the meeting. There was no objection.

DISCUSSIONS AND COMMENT ABOUT AUDIT, CONTINUED

Mark Thompson. Mark expressed concerns about Orientation & Mobility programs, concerned that they will train people for the least amount of service and then expect them to use it all the time. It should be used to create a supplement to regular service and not as a barrier. It seems that the greatest problem lies within Capital Metro's administration and it's inability to direct service.

Juan Munoz. We are not going to boot STS riders off of STS services if they have major medical issues. I think we need to have more trust in Jan.

Linda French. She used to be a scheduler. She knows what can happen and she knows that people with major medical problems might be tossed aside.

Judy Watford. Capital Metro may have the best intentions with the suggested policy changes but the policy on Taxi Vouchers really needs to be looked at closely. An external evaluation is needed.

Shelly Brisbin. She stated that people seem to be most worried about losing access to taxi vouchers due to a few people who abused the system.

Julie Maloukis. We need to look at the audit first. Until we know exactly what the problems are, we can't begin to address them effectively.

Scott Meyer. He expressed confusion over the concern of the public. He stated that is sounds as if Capital Metro services will be extended on the whole, not withdrawn. He does not understand the reasoning behind the community's displeasure.

The meeting continued for a little while and finally adjourned at about 7:30 p.m. Important dates in the near future include:

2005 Access Advisory Committee Meeting Schedule

	Main Access	STS Subcommittee	ADA Subcommittee
2005	1st Wednesday	4th Wednesday	4th Wednesday	2005
September	XXXXXXX	28	28	September
October	5	26	26	October
November	2	9	9	November
December	7	14	14	December

Respectfully Submitted by:
Scott Meyer, Secretary
Julie Maloukis, Co-Secretary

Capital Metropolitan Transportation Authority
2910 East 5th Street | Austin, Texas 78702 | (512) 389-7400
Specific Route Information | (512) 474-1200 | (800) 474-1201