Agenda Item # 11
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Date: |
August 25, 2005 |
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Committee Meeting Date: |
September 7, 2005 |
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Board Meeting Date: |
N/A |
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ACTION
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DISCUSSION
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| INFO
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BOARD MEMORANDUM
| TO: |
Committee for Transit Accessibility |
| | Santa Clara Valley Transportation Authority |
| | Board of Directors |
| | | | THROUGH: | Michael T. Burns |
| | General Manager |
| | | | FROM: | Carolyn M. Gonot |
| | Chief Development Officer |
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| SUBJECT: |
Customer Satisfaction Survey for New Paratransit Eligibility Certification Program |
FOR INFORMATION ONLY
BACKGROUND:
At its March 3, 2005 meeting, the VTA Board of Directors approved modifications to the Paratransit Eligibility Certification Program. The VTA Board requested staff to evaluate customer satisfaction with the new process and the provision of Paratransit service and to provide the final results of the evaluation to the VTA Committee for Transit Accessibility (CTA). In response to this request, staff will develop a Paratransit Eligibility Survey to address:
(1) sensitivity issues which may occur during the certification process; (2) perception of the contractor’s staff skill-sets; and (3) satisfaction with paratransit transportation to the certification appointment. The survey will be conducted by telephone rather than through a written survey instrument placed in OUTREACH Paratransit vehicles to obtain a statistically valid sample of customers. Staff consulted with the CTA Paratransit Eligibility Subcommittee in developing the methodology to conduct this survey.
DISCUSSION:
Below is an overview of the research objectives, survey scope, and methodology that will be used for the survey and final report.
Research Objectives
Prior to implementing the research project, Godbe Research reviewed VTA’s research objectives to select the most appropriate research design. Research objectives consist of:
- Evaluating current and new users’ experiences with the new VTA application process (including the application itself, scheduling an interview appointment, method of transportation to the appointment interview, and the actual interview);
- Learning about customer recommendations for continuous improvements to the paratransit eligibility certification process.
Methodology
Based on research objectives, a telephone-based Paratransit customer satisfaction survey will be conducted, consisting of a survey of Paratransit users and proxies.
To accomplish the goals of this portion of the project and based on the Health Insurance Portability and Accountability Act of 1996, a hybrid sampling method will be used. Each applicant going through the new process will receive an authorization form. The authorization form will provide basic information on the applicant as well as consent to participate in a customer satisfaction survey regarding VTA Paratransit. Participating respondents would then be contacted via telephone within a few weeks of the actual application process.
Sample Size
A representative sample of both new and recertifying applicants of approximately 600 respondents will be surveyed. This sample size, which was determined based on the average number of new or recertifying applicants each month, will provide for a margin of error of no greater than five percent.
Survey Questionnaire
The survey instrument will be short and concise and questions will reflect some of the unique requirements of the Paratransit customer base. Each survey interview will take approximately 10 to 12 minutes to administer. Questions will assess experiences with the new VTA application process, including the ease of its completion, as well as convenience of scheduling an interview appointment, transportation access to the appointment interview, and the actual interview.
Analysis of Data/Final Report
Findings of this research will be presented to the CTA for review. Based on a start date of late September 2005, VTA anticipates that survey results will be available in mid-December 2005.
FISCAL IMPACT:
The survey work will cost approximately $25,000. Sufficient funds are available in the VTA Operating Budget to conduct this work.
| Prepared by: | David Terrazas, Customer Service Manager |
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