Capital Metropolitan Transportation Authority
CUSTOMER SATISFACTION ADVISORY COMMITTEE
November 6, 2007
6:00 PM
Capital Metro, 323 Congress, 1st Floor


Minutes,

Members:	Acting Chairman René Barrera, Oscar Gaytan, James Harris, Martin Thomen, George Hasandras, Roger Cauvin, Rich Mackinnon.
Visitors:	Don Dickson, Kris Schluderman, Bill Eastman
CMTA Staff:	John-Michael Cortez, Todd Hemingson, Tina Bui, Ed Easton

1. Approval of Minutes of October 2, 2007 CSAC Meeting. Motion to approve October 2, 2007 minutes approved unanimously.
2. Report on Action Items – John-Michael Cortez
   1. Include a summary of Customer Call Reports in CSAC member’s meeting materials. . Mr. Cortez reported that this item is still in progress.
   2. Continue recruitment of additional CSAC members Mr. Cortez reported that several new applications have been received and will be processed over the coming months.
   3. Report on status of stop and service requests from CSAC meeting attendees.
      1. Relocation of stop on Riverside Drive - Mr. Hasandras. Mr. Cortez reported that this project is moving forward.
      2. Construction of stop shelter on Chalmers – Ms. Irwin. Mr. Cortez reported on the successful completion of this item.
   4. Report on preliminary results of Orange Dillo service extension to Manor road Mr. Cortez indicated that it is too early to report on the performance of this service change. An update will be provided at a future meeting.
3. Market Segmentation Study – Todd Hemingson

   Mr. Hemingson reported on CMTA’s Market Segmentation Analysis project. Per Mr. Hemingson, the initiative is intended to help CMTA take a market-based approach for competing with the automobile. The project includes a large scale survey of households (approx. 1800) in CMTA’s existing service area and other households in the region outside of the service area. The survey will determine the values and preferences people have when they travel. Results of the survey will be analyzed to understand customers and the market in order to develop strategies for increasing CMTA’s market share in corridors served by CMTA. Mr. Hemingson reviewed sample survey questions and market segmentations. Survey results and segmentation data will be combined with the CAMPO regional transportation model and fed into a GIS service planning tool.

   Per Mr. Hemingson, the survey process is currently underway. Analysis and development of market segmentation will take place over the winter. Development of branding and marketing strategies will occur during the spring. It is expected that during the summer or fall of 2008, CMTA can begin to engage the community in a dialogue on the project findings and possible suggestions for changing CMTA services in order to increase ridership and better serve the community.

4. i-Ride Campaign - Ed Easton

   Mr. Easton provided information on CMTA’s new i-Ride marketing campaign. I-Ride will begin with an internal contest and later will include a grassroots, reality-based marketing campaign. The campaign will utilize rider testimonials and include print and radio advertising, interactive media, and special i-Ride-branded fare media and event partnerships. CMTA will collect rider testimonials over the next few months, including at the Armadillo Bazaar and 1st Night Austin. The i-Ride external campaign and website launch is tentatively planned for February of 2008.

   Mr. Easton also reported that CMTA has made progress on establishing enhanced signage at Bergstrom Airport

5. MetroRail Safety – John-Michael Cortez, Alissa Schramm
   Mr. Cortez and Ms. Schramm discussed the upcoming start of MetroRail testing and a summary of CMTA’s investments in rail safety. Rail safety initiatives include investments in physical safety measures, testing, and education/outreach and coordination. Mr. Cortez requested input from CSAC on any areas that may need safety fencing installed along the MetroRail corridor.
6. Subcommittee Reports:
   1. CSAC BylawsThe CSAC Bylaws Subcommittee met immediately before the November CSAC meeting. No official action was taken.
7. New/Other Business
   1. Mr. Hasandras requested a report on ridership data for routes 26 and 27.
   2. Discussion of future agenda items and issues.
      Acting Chair Barrera requested an agenda item to appoint a Nominations Committee for the CSAC Chair and officers.
8. Action Items.
   1. Include a summary of Customer Call Reports in CSAC members' meeting materials.
   2. Continue recruitment of additional CSAC members
   3. Report on status of stop and service requests from CSAC meeting attendees.
      
      1. Relocation of stop on Riverside Drive - Mr. Hasandras.
   4. Report on preliminary results of Orange Dillo service extension to Manor road
   5. Report on ridership of routes # 26 & 27, per request from Mr. Hasandras.
   6. Forward a letter of thanks to Ms. Barbara Irwin for her suggestion to install a shelter at the East 2nd & Chalmers Bus Stop.
   7. Include CSAC recruiting information in future versions of the Destination Schedule Book.
9. Adjourn - Next meeting date: January 15, 2007, 6 PM at 323 Congress.

Respectfully submitted,

John-Michael V. Cortez, CSAC Committee Liaison
Community Involvement Team Coordinator
Capital Metropolitan Transportation Authority
Downtown Office:
323 Congress Avenue
Austin, Texas 78701
V - 512.369-6201
F - 512.369.6072
John-Michael.Cortez@capmetro.org

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