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INTRODUCTION OF AUDIENCE MEMBERS

Received introductions from the audience including:   Jack J. Collins, Chief Construction Officer (CCO); Roger Contreras, Chief Financial Officer (CFO); Dolores Escalle, Senior Financial Analysis; Kimberly Koenig, Business Analysis and Debt Administration Manager; Susan Stark, Controller; Carolyn Grattan Eichin, VTA Human Resources; Jacqueline Golzio, VTA Board Office; Duane Haugen, Interested Citizen, and Stacy Otterman, Interested Citizen.

The Agenda was taken out of order.

Two VTA Transit Operating and Capital Scenarios considered by the VTA Board of Directors at a Board of Directors’ Workshop on October 1, 2004

Mr. Contreras introduced Ms. Koenig and added that Ms. Koenig would provide an overview on the two VTA Transit Operating and Capital Scenarios considered by the VTA Board of Directors at a Board of Directors’ Workshop on October 1, 2004. 
Ms. Koenig commented that based on the recommendation from the Ad-Hoc Financial Stability Committee that VTA pursue another revenue source, staff presented several financial scenarios at the August 13, 2004 Workshop Meeting for consideration.   The scenarios presented included: scenario one - no new revenue sources, scenario two - a new ¼ cent permanent sales tax, and scenarios three and four – a new ½ cent permanent sales tax.  The scenario, which included a new ½ cent permanent sales tax was the only scenario, which provided the resources necessary to build and operate key 2000 Measure A Projects without negatively impacting VTA operations or the completion of the entire 2000 Measure A Projects list.

Ms. Koenig continued and noted that staff forwarded the following two scenarios with further refinements at the October 1, 2004 VTA Board of Directors Workshop Meeting: scenario one – no new taxes and scenario three – which included a new ½ cent permanent sales tax.

Ms. Koenig noted that Scenario One – No New Tax to VTA – VTA 2000 Measure A Revenue and Expenditure Profile/2003 – 2036 is illustrated in Exhibit B-1 and Scenario One – No New Tax/Maintain Current Service Levels – VTA Potential Long Range Operating Scenario One is illustrated in Exhibit C-1 and added that VTA has the financial capacity to fund a Local Capital Program; however, but not the financial capacity to build or operate the Bay Area Rapid Transit (BART) and Downtown East Valley (DTEV) projects within their optimum delivery schedules.   Additionally, VTA does not have the financial capacity to implement service increases or maintain the required 15 percent operating reserve before 2013. 

Ms. Koenig noted that Scenario Three – Optimum Schedule and a New 3/8 Cent Sales Tax to VTA – 2000 Measure A Revenue and Expenditure Profile/2003 – 2036 is illustrated in Exhibit B-2 and Scenario Three - New 3/8 Cent Sales Tax to VTA – VTA Potential Long Range Operating Scenario One is illustrated in Exhibit C-2 and added that the scenario provides VTA the financial capacity to fund VTA’s Local Capital Program, project and operating costs associated with the BART and DTEV projects, service increases, 15 percent operating reserve, and additional funding to support the remainder of the 2000 Measure A Projects.   In addition, there are also funds that are eligible to be given to the cities and County for other pavement management and transportation related projects, and added that the ½ cent permanent sales tax would provide approximately $35 million per year in current year dollars. 

Ms. Koenig continued and noted that staff will forward revisions based on input received from the Board Members at the October 1, 2004 VTA Board of Directors Workshop Meeting regarding scenario three to the Board Members at the November 5, 2004 VTA Board of Directors Workshop Meeting.   Ms. Koenig added that staff’s original goal was to have an expenditure plan, which the Board of Directors would adopt by the end of this calendar year; however, to allow further time to obtain public comment, committee advise, and Board Members comments the process has been extended to spring 2005. 

Ms. Koenig added that Mr. Collins would provide additional information regarding scenario three in the presentation regarding the Capital Program Expenditure Sequencing report.

The Committee received the Two VTA Transit Operating and Capital Scenarios considered by the VTA Board of Directors at a Board of Directors’ Workshop on
October 1, 2004.

Capital Program Expenditure Sequencing considered by the VTA Board of Directors at a Board of Directors’ Workshop on October 1, 2004           

Mr. Collins provided an overview on the Capital Program Expenditure Sequencing considered by the VTA Board of Directors at a Board of Directors’ Workshop on
October 1, 2004.   Mr. Collins noted staff’s intention to develop a 30-year Capital Investment Program for VTA and added that the 30-year duration is the same timeframe for the 2000 Measure A Program, which provides a ½ cent sales tax to fund projects that voters selected to be funded through the 2000 Measure A Program.  Mr. Collins added that the ½ cent sales tax begins in 2006 and noted that VTA has borrowed funds against the sales tax funding to do some good things, such as the 100 low-floor light rail vehicles that are in revenue service throughout VTA’s entire fleet.  Mr. Collins noted that 30 of the vehicles were funded from the 1996 Measure B Program and the other 70 of the vehicles were funded through the 2000 Measure A Program, which VTA borrowed funding against further revenues from the sales tax to order all the vehicles all at once; therefore, to implement an all low-floor level boarding fleet, which is in place right now. 

Mr. Collins continued and noted two components to the 30-year plan: the
2000 Measure A component, Scenario Three – Optimum Schedule and a New 3/8 Cent Sales Tax to VTA, which is illustrated in Exhibit D, Scenario Three – 2000 Measure A Program – Draft Schedule Based on Projected Cash Availability schedule for the various projects is illustrated in Exhibit E, and the VTA Operations Capital Investments Program is illustrated in Exhibit F and these projects are typically used to support bus, light rail, and Americans with Disabilities Act (ADA) services that VTA provides to the community; therefore, staff has programmed in Exhibit F all of the operation type projects.

Mr. Collins referenced Exhibit D and commented on the 2000 Measure A Revenue and Expenditure Project Profile/2003 – 2036.  Mr. Collins noted that staff is assuming a new sales tax would be necessary to build all of the projects listed in 2000 Measure A Program over the 30-year timeframe.  Mr. Collins commented on the expenditures on the spreadsheet of Exhibit D starting with Line 8 – Operating Assistance at 18.457 percent of 2000 Measure A revenue funds set aside to maintain existing bus and light rail services.  Mr. Collins referenced Line 9 – Bond Payment and Costs associated with funds borrowed to advance 2000 Measure A Projects and added that the two projects primarily being advanced are the BART Extension to Silicon Valley and the DTEV Project. Mr. Collins referenced Line 10 – Silicon Valley Rapid Transit Project (SVRT) and noted that the project is planned to be completed and in service by 2015. 

Member Morrow queried if Line 10 – SVRT Project was only for the BART Extension or did it include any other rapid transit corridor expansions.   Mr. Collins responded that it is only the BART Extension Project, which is the 16-mile extension from Warm Springs in Fremont to the Santa Clara Caltrain Station.

Mr. Collins referenced Line 11 – DTEV Project, which includes a light rail extension from the existing system at Alum Rock over to Eastridge Mall then to Nieman and added staff’s recommendation for Enhanced Bus Service in the downtown area along Alum Rock and Santa Clara; therefore, additional bus service scheduled for completion in late 2011.   Mr. Collins referenced Line 12 – Bus Rapid Transit (BRT) regarding three corridors and will be built from 2008 – 2011.  Mr. Collins referenced Line 13 – Caltrain Service Upgrades (VTA Share) would provide for five additional roundtrips to Gilroy and the upgrades are scheduled from 2005 – 2010, and potentially add additional service beginning in 2025 – 2033. 

Member Gouveia left her seat at 1:16 p.m.

Mr. Collins referenced Line 14 – Caltrain South County and noted that the project is primarily for railroad track and station improvements in the South County.   Mr. Collins referenced Line 15 – Caltrain Electrification, which is anticipated from 2027 – 2033 and noted VTA Board of Directors’ request to have this project moved up on the program list.  Mr. Collins noted that not all projects can be completed in the first
10-years of a 30-year program; therefore, staff is trying to balance the projects. 
Mr. Collins noted Board Member McLemore’s request regarding implementation of Caltrain Electrification from 2014 – 2018; therefore, staff is currently evaluating this request to determine if it is feasible and will provide additional information at the November 5, 2004 VTA Board of Directors Workshop Meeting.        

Member Gouveia took her seat at 1:20 p.m.

Member Eljas queried about Caltrain Electrification.   Mr. Collins responded that the trains would pickup power to operate the trains from the lines overhead and the advantages are environmental, such as quieter trains and no diesel emissions. 
Mr. Collins added that Caltrain Electrification is a priority with Caltrain and is predicated on the funding with other partners and noted that VTA has a share in the 2000 Measure A Program regarding Caltrain Electrification.

Mr. Collins continued and referenced Line 16 – New Rail Corridors Study to study three out of seven potential light rail corridor extensions to be completed over the 30-year program.   Mr. Collins referenced Line 17 – Mineta San Jose Airport People Mover would provide a connection from BART to the Mineta San Jose Airport and scheduled to be implemented by 2014 around the same time BART would open. 
Mr. Collins referenced Line 18 - Highway 17 Bus Service Improvements to the express bus service and implemented by 2012.  Mr. Collins referenced Line 19 – Dumbarton Rail Project, which would provide commuter rail service that Caltrain would operate from the Union City BART Station to Palo Alto across the Dumbarton Bridge and scheduled to be implemented by 2011.  Mr. Collins referenced Line 20 – Palo Alto Intermodal Center and noted that VTA would fund about 25 percent of the transit-related improvements at the Palo Alto Intermodal Center and the remainder of funding would be from the City of Palo Alto and other partners.  Mr. Collins referenced Line 21 – Altamont Corridor Express (ACE) Upgrade, which is a potential train from Stockton to San Jose operating five-days a week.  Mr. Collins referenced Line 22 – New Rail Corridors – Phase 1, based on the study would advance one light rail project in 2016 – 2022 and would be the first phase of the light rail extensions.  Mr. Collins referenced Line 23 – New Rail Corridors – Phase 2, which would provide two additional light rail extensions and completed in 2023 – 2028 and 2029 – 2036.  Mr. Collins referenced Line 24 – Zero Emission Buses (ZEB’s & Facilities) would provide implementation of approximately 60 ZEB’s in VTA’s fleet by 2018, which is a mandated requirement by the California Air Resources Board (CARB) to move away from diesel buses and move toward alternative buses.  Mr. Collins noted VTA’s selection to use Hydrogen Fuel Cell buses and added that VTA currently has three of the Hydrogen Fuel Cell buses on its property and are in cooperation with the Federal Transit Administration (FTA) and SamTrans to complete a demonstration project over the next couple of years to determine what is required to operate ZEB’s.  Mr. Collins noted that this would determine replacing approximately 15 percent of VTA’s bus fleet with ZEB’s over the next 14-years.  Mr. Collins referenced Line 25 – ZEB Demonstration Program, which is part of the ZEB Program and noted that $6 million is allocated from the 2000 Measure A Program and the balance is funded from SamTrans and FTA.  Mr. Collins noted that the total expenditure program over the 30-years in escalated dollars of $19.5 billion, which would leave a positive program balance of $2 billion, which is 10 percent of the overall program to reserve for contingency.

Member Grant queried on the increase in sales tax revenue projections over the years on the spreadsheet; however, noted VTA’s sales tax revenue shortfalls over the last couple of years.   Member Grant queried on why the spreadsheet does not plan for a recession. Mr. Collins responded that staff utilized a fairly conservative projection over the 30-year 2000 Measure A sales tax revenues.  Ms. Koenig noted that 2010 VTA has an economist from the Center of Continuing Study of California Economy who works with projections regarding taxable sales; therefore, staff has utilized his projections.  Ms. Koenig added that beyond 2010 staff utilized a growth rate of 4.75 percent based on a study regarding VTA’s revenue stream over the last 20-years, and VTA’s overall growth has been 4.78 percent; therefore, staff believes this 4.75 percent rate is reasonable.  Ms. Koenig continued that the peaks recently experienced in 2000 are not anticipated to occur and added that the recessions in previous periods resulted in very minimal reductions in sales tax; however, those peaks experienced are not anticipated to reoccur.

Member Grant queried if it were not realistic and wise to plan for recessions since business cycles exist.   Ms. Koenig responded that staff reviewed the last 20-years where VTA averaged 4.78 percent, which is included in the calculations.

Member Grant queried on the cost of a bus ticket in 2036 based on the 5 percent fare increase.   Mr. Contreras responded that staff will provide and forward the information to Committee Members.  Mr. Contreras continued that over the next 20-years including the growth of the sales tax there are years when the sales tax will increase by 7 percent or reduce to –2 percent but when reviewed consistently over the 20-years it is 4.75 percent; therefore, staff did take into consideration recessions to occur because in some years VTA will experience a higher number in sales tax than the 4.75 percent.

Member Grant expressed his concern and noted that VTA predecessors planned for the revenue growth as well; however, encountered large sales tax reductions; therefore, VTA needed to layoff employees.   Mr. Contreras responded that no one predicted the severity of the recession in the Bay Area.

Vice Chairperson Stahl expressed concern and queried if staff has considered and planned for Paratransit improvements in the 30-year plan.   Mr. Collins responded that the only specific project within the 2000 Measure A plan dealt with issues relating to the low-floor vehicles and noted Exhibit F VTA Operations Capital Investment Program, which includes other areas regarding ADA Programs.

Member Morrow welcomed the new CFO to CTA.  Member Morrow referenced the
Ad-Hoc Financial Stability Committee and expressed his concern regarding another initiative for a sales tax.  Member Morrow noted that the last individuals who provided the sales tax projections failed and noted that the former CFO took the heat for the problems and now he is no longer at VTA.

Member Rhodes queried on VTA’s contingency plans if scenario three permanent sales tax is not approved.  Mr. Collins responded that VTA conducted another scenario, and referenced Scenario One – No New Sales Tax.

Member Rhodes queried on the projects eliminated from the program if scenario three was not approved.   Ms. Koenig responded that scenario one does not include BART or DTEV Extension projects and added that on the expenditure portion regarding 2000 Measure A staff has not allocated the 2000 Measure A funding to the other projects at this time.  Ms. Koenig continued that VTA does not have the funding to operate BART or DTEV without an additional ½ cent permanent sales tax.

Member Morrow queried and requested information regarding the background, qualifications and experience of Mr. Contreras. 

Member Rhodes requested that the information be provided to all the CTA Members. 

Mr. Contreras responded and noted that he has over 25-years of financial business experience.   Mr. Contreras provided a brief overview of his experience as CFO for
San Mateo County Transit District, Director of Finance Administration in Personnel for Muni, and Deputy City Controller for the City of Houston, Texas.  Member Morrow thanked and noted his appreciation to the CFO for the brief introduction to the Committee Members.

Mr. Collins commented on Exhibit F - VTA Operations Capital Investment Program and noted that the capital investment is what VTA makes to keep existing service. 
Mr. Collins commented on the following five main areas of expenditures: 1) Revenue Vehicles and Equipment representing about $1 billion over the 30-year plan,
2) Operating Facilities and Equipment representing about $158 million over the 30-year plan, 3) Light Rail Way, Power and Signal representing about $81 million over the 30-year plan, 4) Passenger Facilities representing about $50 million over the 30-year plan, 5) Information Systems and Technology representing about $108 million over the 30-year plan, and Miscellaneous Administrative/Other Projects, which represent about $4 million over the 30-year plan. 

Member Jensen queried on projects planned for Paratransit improvements in the 30-year plan.   Mr. Collins responded that projects are included in VTA Operating Budget. Ms. Koenig referenced Exhibit C-1 Line 17 reflects the costs for ADA/Paratransit Services.  Ms. Koenig asked George Tacké, CTA Staff Liaison and Accessible Services Manager, to clarify what is included in the costs for ADA/Paratransit Services. Mr. Tacké responded that the capital for Paratransit is included in VTA Operating Budget and noted that the capital costs are realized through the operating expenses through payments made to OUTREACH to pay the operating vendors for paratransit services.   Mr. Tacké continued that the vendor charges VTA a rate for each mile driven, which is a reflection of VTA’s actual capital expenses and noted that VTA does not purchase or own any paratransit vehicles. 

Vice Chairperson Stahl expressed her concern regarding the overhauling of paratransit vehicles and noted the importance of having paratransit vehicles for OUTREACH. Mr. Tacké responded that the overhauling of paratransit vehicles is considered the maintenance piece of the contract that OUTREACH has with the operating vendor. Mr. Tacké added that VTA’s role regarding the overhauling of paratransit vehicles is to ensure that there is sufficient funding in paratransit; therefore, the maintenance costs are reflected in what OUTREACH pays to the operating vendor.  Mr. Tacké noted that the maintenance costs are charged to VTA through the mile reimbursement rate, which is in the contract, and added that OUTREACH does a good job making sure that the contract has stringent maintenance requirements but that the vendor maintains a stringent quality control maintenance program.  Mr. Tacké added that VTA is making sure that adequate funding is allocated in VTA Operating Budget to cover ADA/Paratransit Services expenses.

Ex-Officio Member Heatley expressed her concern regarding the fact that VTA as a transit agency does not own paratransit vehicles in its transit fleet and added if VTA owned paratransit vehicles it would remove several funding barriers.  Ex-Officio Member Heatley noted that VTA would have saved funding, which comes from VTA’s General Fund in operating if it had procured paratransit vehicles in 2002.  Ex-Officio Member Heatley noted that OUTREACH has presented information regarding VTA procuring and implementing paratransit vehicles into its transit fleet and noted her appreciation to work with staff regarding this matter.

Member Morrow reference Exhibit F and queried on the status of the De Anza College Transit Center.  Mr. Collins responded that the project was deferred a couple of years ago due to lack of funding.  Mr. Collins noted that the project will cost $3.7 million and staff is considering to try to implement the project by 2008.

Member Morrow expressed his concern regarding the issue of VTA hiring outside consultants; however, added that he hopes that VTA will try to minimize the use of outside consultants since it is a strain on the public as well as a waste of tax dollars.
Mr. Collins responded that VTA hires professional engineers that are registered architects or engineers in the State of California to complete design work regarding the Capital Program.  Mr. Collins added that the State of California requires VTA to have a license professional engineer stamp the design drawings.

Member Grant expressed his concern regarding the absence of Paratransit Services on Exhibit F VTA Operations Capital Investment Program.

Member Eljas expressed her concern regarding planning for the lean years and noted the importance of planning for the worst.

The Committee reviewed and commented on the Capital Program Expenditure Sequencing considered by the VTA Board of Directors at a Board of Directors’ Workshop on October 1, 2004.

PUBLIC PRESENTATIONS

There were no Public Presentations.

Minutes of September 8, 2004

M/S/C (Gouveia/Morrow) on a vote of 11 Ayes, to 0 Noes, to 1 Abstentions to approve the Minutes of September 8, 2004.   Member Eljas abstained.

Chairperson Julian and Member Morrow expressed their interest in serving in the position as CTA Chairperson for 2005 and Vice Chairperson Stahl expressed her interest in serving in the position as CTA Vice Chairperson for 2005.

Chairperson Julian encouraged Committee Members to contact Member Michels if interested in serving in the position of either CTA Chairperson or Vice Chairperson for 2005 before the December CTA Meeting.

The Committee appointed the Nominating Committee for CTA Chairperson and
Vice Chairperson for 2005.

Volunteers for Paratransit IVR Pilot Project Workgroup

Mr. Tacké requested volunteers to serve as Volunteers for Paratransit IVR Pilot Project Workgroup.   Mr. Tacké commented that OUTREACH has been working on innovated approaches to make the Interactive Voice Response (IVR) System more user friendly, expeditious, provide customers with more options on scheduling rides, and creating additional opportunities to save funds.  Mr. Tacké continued and noted that one of OUTREACH’s proposals is to enhance the current IVR System to set up a file address book that is specific for each individual client.  Mr. Tacké noted that the proposal would allow a client to enter an identification number, select a ride from their specific address book, and select a date/time to schedule a ride using the IVR System.  

Mr. Tacké suggested that Chairperson Julian appoint a group of volunteers to assist OUTREACH in piloting the project.   Mr. Tacké noted that the volunteers would serve as an advisory/testing group to provide input and feedback regarding the project over the next couple of months. 

Chairperson Julian queried if VTA would reimburse the volunteers for travel expense.     Mr. Tacké responded yes and noted that the volunteers would be considered an official CTA working group; however, added that the working group volunteers would not receive meeting minutes regarding the IVR pilot project working group. 

Vice Chairperson Stahl queried if this would limit the number of rides an individual could use on OUTREACH.   Mr. Tacké responded no. 

Vice Chairperson Stahl queried on how this project was different from subscription rides and noted that subscription rides are preset.   Mr. Tacké responded that a client would have the option of speaking with a scheduler or using the push button option to schedule a ride.  Mr. Tacké noted that it is a database that is specific for each client and would provide a convenient way to schedule trips.

Member Eljas added that it would be like an address book in the computer and does not have anything to do with subscription rides. 

Member Grant expressed his concern and added that it would have been beneficial to have a copy of the IVR System pilot project included in the Committee packet for Committee Members to review.   Member Grant queried if the project was in existence or if it is a test project.  Mr. Tacké responded that it is a project that OUTREACH would like the Committee to assist in development.  Ex-Officio Member Heatley responded that some years ago some CTA Members provided assistance with the IVR push button/voice project to confirm and cancel rides.  Ex-Officio Member Heatley added that at this time 30 – 40 percent of clients automatically confirm or cancel rides without speaking with a scheduler; however, noted that they have the option to speak with a scheduler. 

Ex-Officio Member Heatley continued and noted that at the time when OUTREACH purchased the IVR System the booking module was paid for, but noted a technical problem nationally with this type of software since it was new in the infancy stage. 
Ex-Officio Member Heatley commented on the project and noted that the project is programmed with address information that is specific for each client.   The client is able to program ten different places in their address information and the IVR System will offer a trip to schedule.  Ex-Officio Member Heatley noted the importance of a working group to assist in the development of a product that is actually useful for individuals to use.  

Chairperson Julian added that the program is a more sophisticated speed dial project.

Member Slack queried if the primary benefit of this concept is saving time on the phone, better accuracy or both.  Ex-Officio Member Heatley responded that the reward is for the customer.  Ex-Officio Member Heatley noted the benefits to the clients include saving time, convenience, as well as accuracy.

Member Slack noted that any new project will require a lot of work and would like to know that the effort placed in the project is going to pay off and be worth the time, effort, and cost spent to develop the program.  Ex-Officio Member Heatley responded that OUTREACH clients were quite pleased with the confirm/cancel booking module and added that OUTREACH was able to reduce two staff positions; therefore, saving $80,000 per year in salary and benefits for the positions.  Ex-Officio Member Heatley noted the importance of providing individuals with ranges of new technologies to make the program better for a wider variety of individuals.

Mr. Tacké noted that many of the proposals are being develop with a goal to save money and is worth the effort because it provides customers with more options.  Mr. Tacké added that the program is not going to cost a fortune nor is it going to increase staff requirements and most likely will reduce staffing over time as it becomes more popular.  Mr. Tacké continued and added that the program is a good project to enhance customer options to schedule rides with convenience.

Member Rhodes queried on how the database would be programmed if a client attends several different facility locations, such as Kaiser.   Ex-Officio Member Heatley responded that the volunteer will work with the engineer to determine how it will work and added that these are the kinds of issues that the pilot project needs to address. 

Member Rhodes queried if something will be developed for use on the web or if it was a step further down.  Ex-Officio Member Heatley responded that it is a step further down.

Member Morrow expressed his support and noted that the IVR System is a milestone that Committee Members have watched come of age in the last couple of years regarding cancellations, voice recognition, and confirmation of a trip.   Member Morrow continued that this project is a step in the right direction and noted that often Committee Members express their concern regarding issues relating to what is right or wrong with VTA; however, VTA is proceeding in the right direction with this paratransit operation. 

Member Morrow expressed his support and honor to volunteer in the pilot project workgroup to test pilot the software.

Chairperson Julian requested Committee Members to serve as volunteers for the test pilot workgroup.

Members Eljas, Morrow, and Rhodes as well as Chairperson Julian and Vice Chairperson Stahl were appointed to serve as Volunteers for Paratransit IVR Pilot Project Workgroup.

Ex-Officio Member Heatley thanked Committee Members and noted her intention to speak with other agencies to determine if other clients would like to volunteer for the pilot project to address all client needs since there is so much diversity within OUTREACH cliental.   Ex-Officio Member Heatley thanked Committee Members for their support regarding the IVR System and added that the software was prepaid when the Committee approved the program years ago. 

Chairperson Julian added that the project will assist voice impaired individuals that have difficulty being understood by allowing them to schedule rides using the IVR System pilot project.

Mr. Haugen queried on why there was not a larger general understanding that an individual could write or fax a request to OUTREACH to schedule a ride.   Ex-Officio Member Heatley responded that many clients are aware of the option regarding writing or faxing a request to OUTREACH to schedule a ride.

Chairperson Julian noted his appreciation regarding the information since he was not aware of the fax option and added that this option should be broader known.   Mr. Tacké responded that faxing is not the preferred way to schedule trips and added that there are long-term relationships with certain clients and agencies where this option has been established to address certain specific situations; however, the telephone system is the preferred way to schedule trips for clients.

Ms. Otterman queried on the various ways to access ride scheduling.   Ex-Officio Member Heatley responded that OUTREACH does accept faxes and letters to schedule rides; however, the instances are for individuals with certain disabilities and is set up with OUTREACH Customer Service Department.  Ex-Officio Member Heatley noted the preferred choice is to call to schedule a ride; however, added if this way does not work for a client then OUTREACH is willing to make separate arrangements.

Mr. Tacké noted that the complete Riders Guide is linked to the website address.

Member Slack queried if electronic mail was a viable option for scheduling a ride. 
Ex-Officio Member Heatley responded that at this time it is not a viable choice because schedulers need to confirm the ride with the client. 

The Committee recruited Committee Members Eljas, Morrow, and Rhodes as well as Chairperson Julian and Vice Chairperson Stahl to be Volunteers for Paratransit IVR Pilot Project Workgroup.

Metropolitan Transportation Commission (MTC) Elderly/Disabled Advisory Committee Report

Member Rhodes reported on the Elderly and Disabled Advisory Committee (EDAC) for MTC and noted that EDAC works on transportation issues for both seniors and the disabled.   Member Rhodes noted that the EDAC works to make accessibility a key component and is working on something for drivers.

Member Rhodes reported that the Committee will provide additional information as it becomes available within the next few months.

The Committee received the Metropolitan Transportation Commission (MTC) Elderly/Disabled Advisory Committee Report.

CTA Transit System Ridership Report

Member Michels expressed her appreciation regarding the re-establishment of the CTA Transit System Ridership Report into the Committee Meetings.

Member Michels expressed concern regarding a negative travel experience on Friday, August 13, 2004, while working with an elderly male client regarding first-time orientation and familiarization regarding fixed route bus and light rail travel. 
Member Michels continued and noted that the client is a 80-year old retired engineer who has visual impairments and uses a white cane.   Member Michels noted that the client contacted the Peninsula Center for the Blind and Visually Impaired regarding assistance and training to reduce his use of OUTREACH Paratransit Services and learn to use fixed route bus and light rail services to travel from his retirement apartment in Downtown Milpitas to the Kaiser facility on Castro and Mountain View. 

Member Michels noted that the travel trip began at 9:20 a.m. at the Calaveras and Milpitas Boulevard bus stop where both the client and Member Michels boarded bus
Line 47 going southbound to the Great Mall Transit Center.  Member Michels commented that the female bus operator was rude, would not confirm the bus number with the client, refused to provide assistance to the client in placing the fare in the farebox, did not wait for the client to be seated before accelerating the vehicle; therefore, the client stumbled into his seat and noted that she did not have time to wait for the client to be seated.  Member Michels added that the female bus operator was on her cell phone during the entire trip, braked heavily, made sharp turns, drove the vehicle erratically, did not call out the stops even when the client requested to be notified when the vehicle reached the Great Mall Transit Center; however, the female bus operator responded that the client would know when they were there since it is at the end of the line.  When the client and Member Michels inquired why the female bus operator did not call out the stops, she replied, “You can contact VTA to complain.”  Member Michels added that the client was physically ill when their de-boarded the vehicle at the Great Mall Transit Center.

Member Michels continued and noted that the yellow guide strips were very helpful as they entered the Great Mall Transit Center terminal; however, the elevators were not working; therefore, they had to use the stairs.   Member Michels noted that as they proceeded to the platform level area it was very confusing, especially for a visually impaired individual unless they were accompanied with an aide to provide assistance.  Member Michels added that the boarding on the light rail vehicle was great and noted the assistance of a private security company regarding assistance to customers and checking boarding tickets.  Member Michels noted that the enunciator system was difficult to understand and the volume was very low; therefore, the client and Member Michels could not hear the stops be called out. 

Member Michels commented on the return trip to Milpitas and noted that the enunciator system was better, the elevator was working, and the male bus operator was more polite.  Member Michels commented and noted that it took her two times to make the complaint.  The first time Member Michels called, the customer service operator said that it was not her area, requested that Member Michels call back to make the complaint, and stated that it was too much information to place into the computer.  Member Michels noted that she called customer service again and spoke with a male operator who was helpful regarding the complaint.  Member Michels continued and noted that she received a follow-up call from a customer service representative stating that customer service did take the incident seriously.  Member Michels added that the client called in a complaint to customer service as well.

Chairperson Julian requested that management respond to this complaint and apologize to the client for the negative travel experience.

Member Slack requested that staff present what action was taken against the bus operator as a result of the complaint to the Committee Members at the November CTA Meeting.

Chairperson Julian responded that the information is confidential and cannot be reported on.  Member Rhodes noted that staff does not have to provide the name of the driver only the action taken as a result of the complaints.

Member Slack wanted to know the effect and impact regarding reporting of the incident.

Vice Chairperson Stahl queried on the status regarding sensitivity training classes for drivers.  Mr. Tacké responded that the most effective way to address the complaint issues is by dealing with the issues on a one-on-one basis.  Mr. Tacké added that the information provided is very detailed and provides enough information for staff to call the superintendent of the yard and discuss the situation, discuss the action result of the incident, and is very effective by focusing on the individual drivers.

Mr. Tacké reviewed the incident details with Member Michels and noted that staff will be able to locate the necessary information to identify the bus operator involved in the incident.  Mr. Tacké noted the importance of the detail information and the fact that a member of an advisory committee assigned to provide a report on ridership witnessed the incident; however, added that staff is not permitted to report the action taken against the operator but noted that appropriate action is taken regarding the incident.  Mr. Tacké added the most effective way to address these types of incidents are to address the issue with that particular operator on a one-on-one basis.

Member Grant thanked Mr. Tacké regarding the letter sent out from Matthew O. Tucker, Chief Operating Officer, regarding the Personal Care Attendant (PCA) free fare to ride fixed route service.   Member Grant noted two incidents where members of his staff were told that they needed to pay a fare to ride the system even after they provided proof of an escort symbol identification card.  Member Grant continued and noted that a call placed to VTA customer service on Thursday, October 7, 2004, at 9:40 a.m. to confirm the free fare for PCA; however, the customer service operator was not able to provide an answer.  The customer service operator placed the caller on hold then instructed the caller that they would be called back with the information; however, the caller never received a call back from customer service.  Member Grant expressed his concern regarding the issue that operators and customer service operators are unaware of the PCA icon and free fare for PCA.  Mr. Tacké responded that the most effective way is to focus on the individual and to work with one person at a time on a one-on-one basis to address the issues.  Mr. Tacké added that staff will speak with the customer service manager regarding a team meeting and staff will provide information regarding the PCA icon and free fare issue. 

Member Grant suggested that when calling customer service regarding a complaint to request that the customer service operator repeat the information back since sometimes the information is not accurately described.

Member Michels noted that the second time she called to make the complaint the customer service operator did read the information back.  Member Grant noted that the good customer service operators do.

Mr. Tacké queried if Member Michels received a care number.   Member Michels responded that she asked for a care number but was not provided with one. 

Member Eljas expressed her appreciation to Member Michels regarding her informative CTA Transit System Ridership Report and added that she would like to meet the client.  Member Michels noted that she suggested that the client consider joining the Committee and the client noted that he would consider joining the Committee.

Vice Chairperson Stahl queried on the status regarding sensitivity training classes for drivers.  Mr. Tacké responded that Marty DeNero, former CTA Staff Liaison and Accessible Services Manager, developed an extensive program 10-years ago regarding the generalities of the needs of the disability community, what VTA does to assist those needs, and then they is a very specific sensitivity training for new coach operators. 

Chairperson Julian noted that Committee Members participated in operator service training and added that it was a good experience to have the opportunity to exchange information.  Chairperson Julian added that it is a very effective way to work with the drivers to address some issues and hopes VTA is able to utilize this opportunity again.

Chairperson Julian requested a volunteer for the November CTA Transit System Ridership Report.  Member Morrow volunteered to present the November CTA Transit System Ridership Report to the Committee. 

Member Morrow expressed his concern regarding a negative travel experience on light rail on Friday, August 13, 2004.  Member Morrow noted that he phoned Mr. Tacké immediately regarding the incident and added that the light rail train operator verbally attacked him. 

Member Morrow commented that he was traveling from Civic Center south bound around 1:00 p.m. and noted that the travel experience was perfect until Cottle. 
Member Morrow noted that the incident occurred when he tried to use the new policy instituted by CTA relating to pressing the intercom button to alert the light rail train operator regarding an individual requiring extra time to de-board the light rail train.   Member Morrow continued and noted pressing the intercom button to alert the light rail train operator regarding the request for extra time to de-board.  Member Morrow noted that the light rail train operator abruptly left the driving cab area, began to shout and verbally attack Member Morrow, and noted that the situation almost became physically confrontational.  Member Morrow noted his attempt to try and defuse the situation by replying, “I am sorry that you are having a bad day” and noted from a customer service standpoint it is not wise to be confrontational with the passengers.  Member Morrow calmly and assertively alerted the light rail train operator of the new policy regarding the procedure to request extra time to de-board; however, noted that the train operator did not even apologize for the incident.  Member Morrow expressed his concern regarding the incident and noted that these incidents need to be addressed on a one-on-one basis.  Member Morrow noted his astonishment regarding the incident and how upsetting the experience was as a passenger.  Member Morrow noted that he is not aware if the train operator was disciplined regarding the incident, nor does he want to know; however, added that this type of incident should not happen again.  Member Morrow noted that verbal confrontations could result in either a passenger or train operator being verbally or physically assaulted.  Mr. Tacké responded that he immediately addressed the incident by following up with the Light Rail Superintendent regarding the incident complaint.  Mr. Tacké continued and noted that the Light Rail Superintendent spoke directly with the train operator regarding the incident and a report was filed.  Mr. Tacké noted that the details of the report are confidential; however, noted the decision to distribute a reminder notice regarding to the procedure to request extra de-boarding time to remind the drivers. 

Member Morrow expressed his appreciation to staff regarding addressing the matter since the experience was very upsetting and unpleasant.

The Committee received the CTA Transit System Ridership Report.

Committee Staff Report

Mr. Tacké noted and congratulated Member Rhodes regarding the MTC’s 26^th Annual Awards Ceremony for being honored with the Doris W. Kahn Accessible Transportation Award. 

Mr. Tacké commented on the Abilities Expo for Northern California being held on November 12 – 14, 2004 at Santa Clara Convention Center.  Mr. Tacké added that admission tickets for the Abilities Expo were available for distribution to Committee Members.

Chairperson Julian noted that the National M.S. Society of Silicon Valley Chapter has admission tickets for the Abilities Expo available for distribution to Committee Members as well.

 Mr. Tacké thanked Edna Pampy for her diligent work and effort in obtaining the admission tickets for the Abilities Expo.

Mr. Tacké commented on the bus tour provided today to allow individuals to experience the enunciator system and noted the attendance of two CTA Committee Members. Mr. Tacké noted some technical difficulties regarding the bus tour due to the fact that the computer system identifies a bus that is in actual service then calls out the stops for that specific route.  Mr. Tacké added that staff attempted to conduct the bus tour by working with the computer system to believe that the bus tour was in actual operation.  Mr. Tacké noted that the technical difficulties were addressed and provided individuals the opportunity to experience the system; however, suggested that individuals should board and ride a bus that is in actual service with the enunciator system.

Member Rhodes noted that the technical difficulties were addressed by having the bus tour programmed into training mode; therefore, addressing and resolving the difficulties.   Member Rhodes added that the enunciator system sounded good when calling out the stops.  Member Rhodes wished more CTA Members would have attended and participated in the bus tour since it was a positive experience.  Member Rhodes added that in the event that the enunciator system is not working properly then the drivers should be trained and instructed to call out the stops.  Member Rhodes noted the importance of calling out the stops and added that the information needs to be provided either with the enunciator system or by the driver. 

Member Rhodes queried if the enunciator system could be disabled if it is not working properly and starts to provide incorrect information.   Mr. Tacké responded and noted if the enunciator system starts providing incorrect information then it is a technical problem that needs to be addressed with a technical solution; however, the enunciator system can be overridden by utilizing the internal Public Address (PA) system.  Mr. Tacké added that the issue is not the enunciator system providing incorrect information but what tends to happen is that the enunciator system calls out the stops too soon or too late; however, this relates to how the enunciator system was coded to recognize the location of the stop to call out. 

Member Rhodes expressed her concern regarding the need for a shelter covering over benches to provide shelter and protection for the riders.  Member Rhodes noted the absence of raised letters and Braille on a bus pole and requested that the issue be addressed.  Member Rhodes noted that the bus stop identification information was forwarded to Sheri Fisher, VTA Accessible Services staff member.

Member Rhodes queried on the bus sign maintenance.  Mr. Tacké responded that maintenance staff note and address defects at the bus stops from customer input received as well as review and maintain the bus stops while out in the field.

Member Morrow expressed his concern regarding light rail station elevators not working and queried on the contingency plan for individuals with disabilities who require the use of the elevators.   Chairperson Julian requested Mr. Tacké provide information regarding Member Morrow’s concern at the November CTA Meeting.  

Member Morrow expressed his concern regarding the elevator issue, noted the issue needs to be addressed immediately, and requested a response from staff to address the issue.  Chairperson Julian agreed on the importance of the issue; however, requested that staff provide additional information relating to the issue at the November CTA Meeting.  Chairperson Julian noted and stressed the time constraints and the importance to continue with the CTA Meeting.  Chairperson Julian noted his appreciation to the Committee regarding the opportunity to provide some comments under Chairperson’s Report.

Chairperson’s Report

Chairperson Julian expressed his appreciation regarding the newspaper editorial regarding the Burson – Marsteller marketing contract and the comments included in the editorial from CTA Members. 

Chairperson Julian commented on his recent paratransit evaluation interview.   Chairperson Julian noted that the interviewer was very receptive and positive; however, the interview facility was not adequately accessible for individuals with disabilities.  Chairperson Julian added that the parking in front of the facility could not accommodate a paratransit vehicle and the room numbers were not in sequential order; therefore, making it difficult to locate the rooms.  Chairperson Julian noted other elements that were not up to code or standard within the facility; however, added that the interview process overall went well. 

Chairperson Julian noted the privilege and opportunity to provide training to Santa Clara Convention Center Employees on disability awareness and sensitivity. 
Chairperson Julian added that the employee staff was very receptive and the training was accepted very well.   Chairperson Julian noted that the experience was very positive and added that the Abilities Expo will be great held at the Santa Clara Convention Center. 

Member Jensen queried if CTA would start meeting quarterly instead of monthly. 
Mr. Tacké responded that there is no plan to have the meetings quarterly instead of monthly.  Mr. Tacké added that staff is scheduled to present the Valley Transportation Plan 2030 (VTP 2030) to CTA at the November Meeting and noted the election of CTA Chairperson and Vice Chairperson for 2005 scheduled for the CTA December Meeting.  Mr. Tacké noted that the advisory committees do take a break but it is customary for all the advisory committees to break at the same time.

Announcements

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