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Proposed Changes to MetroAccess Policies

What changes are being proposed?
Capital Metro has proposed some changes to MetroAccess policies regarding no-shows, advanced reservations, call center hours and staffing, and the pickup window. View a chart outlining current and proposed policies here.

Why are changes needed?
Capital Metro must make changes that will maximize efficiency and ensure the financial sustainability of MetroAccess within the context of all of Capital Metro’s many services. Current economic conditions and the agency’s projection of a significant shortfall in revenue for next year further emphasize this need.

Likewise, the changes will alleviate two major customer concerns. MetroAccess customers sometimes experience long hold times when telephoning the MetroAccess call center-almost 7 percent of callers abandon their calls. Customers also experience frequent changes to their scheduled pickup times. The proposed policy changes, together with an improved automated telephone (IVR) system and new Web-based reservation tools, will improve scheduling and reduce call hold times.

When would these changes take effect, if they are adopted?
The changes would occur after repairs are completed to the automated phone system, known as the IVR. The IVR is undergoing maintenance to improve its ability to quote a customer’s scheduled time for trips. Provided the IVR improvements go smoothly, if the policies are adopted they would take effect October 1, or one month after the IVR has been repaired.

What has Capital Metro done to engage the community about these proposals?
Capital Metro initially proposed changes in early 2008, and has worked with customers, the Access Advisory Committee and the MetroMobility Working Group for more than a year to refine the proposals to both ensure quality service to customers and help Capital Metro’s bottom line. Several community meetings were held in August 2008.

What else is Capital Metro doing to improve service?
Capital Metro upgraded and expanded its MetroAccess fleet in 2008, replacing 35 lift-equipped vans with new ones and adding 12 more. The fleet also includes 47 sedans. All vehicles are equipped with GPS equipment to assist drivers in efficiently locating your house and destination. Soon we will be adding new online reservation and cancellation tools that allow customers to schedule and cancel trips 24 hours a day, seven days a week. In addition, MetroAccess offers customers the option of receiving an itinerary by e-mail the night before their scheduled trips.

How can interested persons participate in the public process?
Capital Metro hosted three open house events in August. The next opportunity for input is at the public hearing, scheduled for Sept. 14. Click here for meeting details.


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