Capital Metro
Customer Satisfaction Advisory
Committee
Minutes
DATE:
TIME:
LOCATION: Capital Metro
323 Congress 1st Floor
Members: Rene’
Barrera, Dr. Bob Harkins, David Patterson, Mike Waddles, BJ Taylor, Ruth Young
and Carl Tepper.
Associates: Joseph
Thornton, Colleen Stoll and Jerry Balaka
Staff: Dianne
Mendoza, Rick L’Amie, Cynthia Lucas and Sandra Maggitt
I.
Meeting was called to order at
II. Minutes were tabled.
November and December minutes were motioned to approve and second with a change to December minutes. Change is to add Colleen Stoll to the attendees list.
III. Great Customer Care Presentation – Rick L’Amie and Cynthia Lucas
Rick described Great Customer Care as a comprehensive multi-disciplinary approach for generating the notion of consistent, high quality user friendly products across all Capital Metro “touch points”.
The strategy is integrated and involves multiple partners and phased in stages. Research and data, at their disposal, is used to make decisions. It all revolves around the customer. Examples of customer touch points are:
Amenities
Passenger
Information System
Retail
Outlets
Web
Site
Bus
Operations
Bus
Service
Park
& Rides
Passenger
Information Technology
The touch points are seen as touching the customer and making sure feedback is received from the community and given back to the community.
The goals are to:
Increase
system-wide customer satisfaction
Invite
and involve the community
Enhance
efforts to increase ridership
Build
and enhance Capital Metro Brand
Demonstrate
good stewardship with taxpayer dollars
During the past year, Capital Metro has been formulating All Systems Go, which is an automatic default to Great Customer Care. The summary includes:
Amenities
Improvement Program
Community Connections Bus Stop Workshop
Ongoing bus stop amenities upgrades
New
look for schedule books
Redesigned
Web site – Online trip planner
Launched
Green Ride Program
New
fareboxes
Opened
Information Station downtown
All
Systems Go Outreach and Education
The Passenger Information System - Cynthia stated that the objective was to put together a system for someone that was using Capital Metro system for the first time could look at it and figure out how to use the system.
Capital Metro is working with two companies that they consider to be world-class partners. One company is Fd2S, a local company that does work world-wide in wayfinding system. Wayfinding system is defined as the signage information found on buildings and on the streets that lead you to one point or another. The second company is CHK America. CHK has an eight second rule which states that in eight seconds is the maximum amount of time that you can hold the interest of a passenger seeking information. Capital Metro is putting the eight second rule in front of them. Within eight seconds, a customer should be able to get enough information from the bus stop or whatever is in front of them to give them enough information to move forward.
There are three key components to the Passenger Information System.
Wayfinding
Branding
– bring in Capital Metro
System
Navigation – how to put it together
Capital Metro has done a lot of work to help improve their brand by working with Sherry Matthews Advocate Marketing to put together some award winning campaigns. Fd2S has provided research and designs specific to the wayfinding and information project. Capital Metro is working with CHK to improve on maps and schedules in order to help passenger learn to use them.
The purpose statement is to prioritize the design of new service experiences and identify new opportunities as the transit system expands and to understand who riders and non-riders are, their perception of transit and how they use the transit system.
Phase one objectives are to define riders and non-riders and find out what their perceptions, motivations, needs, expectations and barriers, benchmark Portland because they are very close in size to Austin, develop guiding principles and best practices that are applicable to the Austin market, assign metrics and recommend initiatives.
Rene’ asked if Capital Metro
would be working directly with the development review people to help redesign
the metrics that
A video presentation of the
experience design research was shown to the committee. The experience design was interviewing and
shadowing a cross-section of people as they use the transit system in
David asked how the interventions
of existing situations or quality control issues correct something that is
wrong. For example, there is a sign at
Guadalupe and 27th that states that the #1 southbound on weekdays
leave every 30 minutes after 6:00 PM, and the time is every 20 minutes. David requested to know what is in place to
address those type issues. Rick stated
that this is a plan to make changes immediately and long term. Dianne stated that the best way to handle
this type of issue is to report it to
Dr. Harkins asked what the bottom line Fd2S. Rick stated that their deliverable was for three products; Best Practices, Guiding Principles and what the prior project may bring. The next steps are the signage, redesign bus stop signage, schedules and maps.
Rene’ asked how far in the process had these presentations been out. Rick stated that they had only shown the proto type signs to the Chairman, Fred Gilliam and other staff. They are looking to have operators look and test the signs; they are at the beginning stage of the project. Capital Metro will show the presentation to the committee before it goes on the street.
Rene’ asked for a copy of the DVD Presentation.
IV. CSAC Membership – Dianne Mendoza
Dianne informed the committee on historical information regarding CSAC and it’s creation by the CMTA Board of Directors in 1994. CSAC is an advisory group to the Board and allows Capital Metro to gain insight into needs of the community served and to develop a committee of balanced composition that represents the viewpoints of persons and groups that have knowledge of the system and interest in the community. Individuals are appointed as voting members which require Board action.
The purpose of CSAC is to advise and assist CMTA, the Board and Mr. Gilliam, CEO, in developing and maintain a transit system that is considered to be convenient, dependable and practical. CSAC also looks at issues such as planning, operations, services, signage, wayfinding, and other issues.
CSAC is comprised of 12-18 members which include 3 fixed route passengers, a vanpool rider, an STS rider, an express park and ride rider, a UT shuttle rider, a Dial-A-Ride passenger, a Dillo rider and a representative from UT school, a representative from customer service in the private sector, a member of the Urban Transportation Commission and a business owner of a business near a transit stop facility.
Members should be transit users and are appointed to two-year terms and may be appointed to serve for two consecutive, two-year terms. Members may be reappointed to CSAC after an absence of one year. Vacancies should be filled for the reminder of the term as they occur.
Officers are CSAC Chair, CSAC Vice-Chair and CSAC Secretary. Officers are elected by the CSAC membership for a year term or until a successor is elected. Elections may be completed in mid-term with a majority vote of two-thirds of the voting members present but is not required after a voluntary vacancy.
Dianne stated that there are applications on file for consideration and one of the things that Mr. Gilliam looks for is people that the CSAC committee believes have a great interest in serving on the committee and coming to meetings. Mr. Gilliam looks for the membership’s recommendation of people who are applying for membership. The recommendation goes through her office and then to Mr. Gilliam’s office. Mr. Gilliam will usually review the application and discuss with the Chairperson before making the recommendation for Board action.
Rene’ stated that the presentation was to get the committee in the membership mode and understand the intent when looking for new members. He stated that the committee has been the model example of efficiency and providing input on the continuous basis and production of innovative ideas to help transform the organization.
Bylaws were provided to the committee and answers would be provided if there were questions.
New/Other Business:
Dianne informed the committee of the resignation of
Barbara Chavis and advised the committee that interviews have begun and they
should have someone in place within the next two weeks.
Dr. Harkins asked if a letter could be sent to Barbara to thank her for her support and participation over the years.
Public Safety recognition of Pam Rivera and Staff – Rene’ stated that he would like to present a resolution to the committee regarding the recognition of Pam Rivera and her staff. He stated that they have worked different communities and have always had consistent response from her to improve public safety. He stated that a lot of times they did not have to talk about public safety in that form which shows a good sign of her positive and pro-activeness as far as addressing those issues hands on. Rene’ stated that he wanted to recognize Pam before the committee and before the Board and citizens because she is such a valuable team player. The resolution states, “Whereas the Security Department Staff headed by Manager of Security Pam Rivera has provided exemplary customer service in the area of customer safety, now, therefore be resolved that a recommendation be made to the Capital Metro Board of Directors that Pam Rivera, Manager, and her staff receive recognition for their exemplary customer service in the area of public safety and bus stop security”. Resolution signed by Chair Rene’ Barrera and Dianne Mendoza, Business and Community Development. Resolution was motioned and second to present to the Board.
Subcommittee Reports –
A.
Rapid Transit Subcommittee –
Carl Tepper – No Report
B.
Amenities Subcommittee –
David Patterson – No Report
C.
Technology Subcommittee –
Richard Greenwalt - No Report
D.
Fixed Routes Subcommittee –
Jerry Balaka- Jerry stated that the #100 bus stop at ABIA was moved and there
is an issue because it sits further away where it can’t be seen. Rick gave an overview as the options of
moving the signs. An exchange negotiation will be made with the Airport so that
Capital Metro will have some type of permanent ad present inside the
Airport.
E.
By-law changes –
Tepper/Barrera – No Report
F.
CSAC Membership – Rene’
Barrera – Presented
Action Items:
Check with contact from TXDOT regarding leveraging service.
Include CEO Report with
Send a letter of appreciation to Barbara Chavis – Rene’ Barrera
CSAC Application Inquiry on the web
Resolution to Board regarding ban dated signs – Rene Barrera
Copy of DVD and hard copy presentation of Prioritized Project Matrix to CSAC Committee
Future Agenda Items:
1. Park and Ride – New vision and upgrades – Rob Smith
2. Transit Education
3. Web Site
4. Mobility Impaired Card – Dianne Mendoza/Gloria Vasquez
5. Action Team Presentation
6. New Signage Presentation – Cynthia Lucas
Meeting adjourned at