GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, May 21, 2008
Attendees: Antonita Dunbar, Herbert Milner, Lydia Mele, Bill Saloman, Lee Sekas, Janet Wallans, Pat Williams-GHTD, DJ Gonzalez-GHTD, Valerie Ellis-GHTD, Ulises Himely-FTS, and Aris Pena-FTS
The forum began at 5:04 pm.
Pat Williams notified the attendees that she would not read the ADA Paratransit statistics, but noted that they are documented below. Ms. Williams asked if anyone had any questions regarding April and March statistics. There were no questions from the attendees.
Operations:
Total passenger trips for the month of May were 21,961, No Shows 583 (3%), cancellations 5,358 (24%). June passengers trips were 20,837, No shows 596 (3%), cancellations 4,736 (23%). Zero trips denied.
Assessments:
In May 112 ADA applications were received; 95 were new, 17 recertified and 121 ADA eligibilities were completed. Out of the 121 completed ADA eligibilities, 87 received a specific approval condition, 12 denied, and 22 were withdrawn. In June 106 ADA applications were received; 80 were new, 26 recertified and 119 ADA eligibilities were completed. Out of the 119 completed ADA eligibilities, 91 received a specific approval condition, 5 denied, and 23 were withdrawn.
Customers Service:
In May 67 comments were received; 7% were compliments, 81% were driver dispatch, reservationist and/or scheduling complaints, 12% was mechanical and/or related to safety. In June 73 comments were received; 9% were compliments, 84% were driver dispatch, reservationist and/or scheduling complaints, 7% were mechanical and/or safety related.
Ms. Williams next addressed concerns and or complaints filed by riders.
Mr. Gonzalez took a few minutes to thank First Transit for providing Lydia Mele with a same day reservation in order to allow her to attend the forum. Ms. Mele commented that “there was no notice posted on the vehicle that she was transported on today.” Mr. Gonzalez reminded Ms. Mele that the notices were posted two weeks prior to the forum. He also advised the group that if anyone would like to know when the meetings are being held they can contact Pat Williams, Dispatch, or the Reservation/Customer Service Department.
Mr. Seekas noted there are old forum notices posted on some vehicles and they should be removed. Ms. Williams will have the old notices removed, and will try to find out why these notices are still on the vehicles.
Attendee: Lydia Mele
Comment: Ms. Mele claims that she was accused by the dispatcher of not being at the proper pickup location. She claimed she was told by the driver that he was actually lost. Ms. Mele suggested that the dispatcher should check with the driver before they communicate any information to the rider regarding his/her trip.
She also claimed that the new drivers are not receiving sufficient training. In June, Ms. Mele had to advise the driver to tie her down. Ms. Mele did report this issue to Jannelly Rivera/Customer Service.
She claimed that every Wednesday her pick up or drop off is late from the UConn medical center.
Ms. Mele is also concerned with drivers not using the most efficient route to transport riders. She felt that drivers should be trained on how to use a GPS (Global Positioning System) device.
Ms. Mele pointed out that it is not cost effective to have two vehicles arriving at the same location to pick up two or more riders who are going to the same destination.
Response: Mr. Gonzalez informed Ms. Mele that GHTD will request a trip history to see why her trips appear to be late on Wednesdays. He requested that Mr. Himely investigate the tie down situation also.
Mr. Gonzalez explained in some situations we have a few different accounts, such as Hartford Dial-A-Ride and ADA, and sometimes if two people are going to the same place the computer will recognize them as separate accounts and not schedule them together. First Transit has been working on correcting this issue and improving the overall efficiency of scheduling trips.
Attendee: Antonita Dunbar
Comment: Ms. Dunbar gave praises for the improvement in the Customer Service Department. Jannelly Rivera has been returning Ms. Dunbar’s telephone calls.
Ms. Dunbar is pleased with her rides, but has issues with the dispatchers. Ms. Dunbar felt that she is being misled by the Dispatchers. Ms. Dunbar shared with the forum an incident that she had with a dispatcher.
Ms. Dunbar would like to know why has there been so many issues with the telephone service not operating correctly.
Ms. Dunbar commented on three drivers that deserve praise including a new bus operator.
Response: Mr. Himely will investigate this situation and get back to Ms Dunbar. Mr. Himely will work with dispatchers and drivers to communicate accurate information about where the vehicle is located when a rider inquires about his/her trip.
Mr. Gonzalez responded to the group the problems the service has encountered over the past few months with the new phone system. The telephone providers are working together to rectify the problem.
Mr. Himely asked Ms. Dunbar to call the Customer Service Department so that these drivers can receive the proper commendations.
Mr. Gonzalez also added that there is an additional person in the Customer Service Department and riders will see an improvement. He also stated that there is an additional supervisor that has been added to the First Transit staff. Mr. Gonzalez also noted construction on the First Transit offices is coming along smoothly and when completed riders will be welcome to visit the site.
Attendee: Janet Wallans
Comment: Ms. Wallans thanked FT and the District for the accommodations made to pick her up at her residence because of the construction.
Attendee: Lee Seekas
Comment: On occasion, Mr. Seekas commented that he would like to be able to make a same day reservation. If drivers are available, why can’t the service accommodate such trips and the rider will pay double the fare?
Mr. Seekas questioned why do trips have to have an hour minimum between each other.
Mr. Seekas wanted to know why GHTD did not bid on the Wethersfield Dial-A-Ride contract.
Response: Mr. Gonzalez responded that if there is an available driver on a slower day the contractor will try to accommodate those riders with the same day transportation. Mr. Gonzalez advised Mr. Seekas that he should contact a manager on duty if a same day service need arises again. It is important to remember that same day service is not a guarantee, but a courtesy.
Mr. Gonzalez explained that some riders do not allow themselves enough time. An hour between a pickup and drop off is sometimes necessary.
Mr. Gonzalez responded that the GHTD did not feel that they had enough time to respond to the Wethersfield RFP (request for proposal.) The District staff also believes that it is necessary to concentrate on improving current service and not focus on adding additional operations at the present time.
Mr. Himely advised the group that he is in the office until 7:00pm on most days and can be reached at (860) 247-0050 x118.
Attendee: Bill Saloman
Comment: Mr. Saloman received an excellent performance review from his employer. Mr. Saloman’s employer commended the ADA paratransit service for having Mr. Saloman to work on time. Mr. Saloman noted that drivers are nice and he does provide assistance to the drivers with directions to his employment.
Attendee: Herbert Milner
Comment: Mr. Milner expressed the difficulties he experiences with the reservation department. Mr. Milner also did not like being on a vehicle with a trainee because his trip was too long. He stated that this happened over a year ago.
Response: Ms. Williams reminded Mr. Milner to immediately contact the Customer Service Department at (860) 724-5340 x3104 when he has a problem with the reservation department. Ms. Williams also advised Mr. Milner that all calls are recorded and can be reviewed if there is a concern relating to the reservation department.
Mr. Himely explained that bus driver trainees must get the experience on the road and have the ability to pick up passengers. If the trainee is running behind schedule, the trainer is supposed to take over the route.
Note Michael Carrier submitted the below two questions, and responses are as follows:
