Capital Metropolitan Transportation Authority
CUSTOMER SATISFACTION ADVISORY COMMITTEE
Wednesday June 9, 2010
323 Congress Avenue
6:00 PM


MINUTES

1. Introduction of CSAC members, staff, and visitors

   CSAC Members:	Jean Mather, BJ Taylor, Laura Willard, Kirk Royal, Oscar Estrada Gaytan, Roger Cauvin, Rich MacKinnon, and David Patterson
   Staff:	John-Michael Cortez and Dottie Watkins
   Visitors:	Michael Zitz-Evancih, and Queen Walker

2. Approval of Minutes for May 12, 2010 CSAC Meeting

   Motion to approve the minutes was made by Mr. Cauvin, Mr. MacKinnon seconded the motion. The minutes were approved with Mr. Patterson abstaining.

3. Citizens Communication

   Mr. Zitz-Evancih discussed the go-line, and MetroAccess and manifest issues.

4. FY 2011 Budget Development - John-Michael Cortez

   Mr. Cortez shared Capital Metro’s new budget outreach process which involves more interactive feedback from the community. Mr. Cortez showed the FY2011 Budget Outreach video. He then provided the Committee with the budget preferences survey and explained the impacts of the various budget options.

5. Customer Call Reports – John-Michael Cortez

   Mr. Cortez generally described the Customer Call Report process. Ms. Watkins shared that for fixed route; typically about 2 complaints are received per 1 million riders.

6. Proposed Resolution Regarding Interactive Voice Response (IVR) System – David Patterson

   Mr. Cortez informed the committee about the likely impacts of disabling the IVR system, including increased hold times, decreased customer satisfaction, and need for additional operators, which would have a financial impact.

   Mr. Cortez will inquire about the options for changing the process for the current IVR system and will follow-up at the next meeting.

7. Report from Urban Transportation Commission – Rich MacKinnon

   Mr. MacKinnon reported on the most recent meeting of the City’s Urban Transportation Commission.

8. Report from ACCESS Committee – David Patterson
9. Report on Action Items – John-Michael Cortez

   A. Saturday MetroRail Service Subsidy – John-Michael Cortez
   Mr. Cortez reported that the total cost for Saturday service was about $24,000. There were 4,212 passengers carried, with an average of $5.72 recovered per passenger.

   B. MetroBus On-Time Performance Issues – Dottie Watkins
   Ms. Watkins discussed how on-time performance is reported. The UT shuttle system is not reported in the on-time performance statistics.

10. Discussion Regarding July Agenda Items:

    There will be no July meeting of CSAC.

    1. Proposed MetroACCESS Policy Changes
    2. Facilities and Amenities update
    3. MetroRail Connectors and Downtown Circulator
    4. Vehicle Maintenance Update
    5. Update on Basic Transportation Needs Proposal

11. New/Other Business
    1. Proposed CSAC Meeting locations
       Mr. Royal discussed changing the meeting location/date to St. David’s on San Jacinto and 7th. Mr. Cortez will e-mail a list of potential options for the members in the future.
    2. Items from CSAC members
    3. Capital Metro Board of Directors Regular Meeting 3 PM 06/28 - Report from CSAC
12. Adjourn

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