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The Regular Meeting of the Committee for Transit Accessibility (CTA) was called to order at 1:05 p.m. by Chairperson Morrow in Building A, Auditorium, Valley Transportation Authority (VTA), 3331 North First Street, San Jose, California.

ROLL CALL

Members Present
Emma Eljas
Linda Gallo
Sandra Gouveia
David Grant
Katie Heatley (Ex-Officio)
Troy Hernandez
Marjorie Jensen
David Julian
Laura Michels
Aaron Morrow, Chairperson
Barbara Rhodes, First Vice Chairperson
Randy Tamez

Members Absent
Adam Byrnes, staff aide representing Cindy Chavez (Ex-Officio Board Liaison)
Martin Lasich
Allen F. Marcillet
Thomas Slack
Barbara Stahl, Second Vice Chairperson
Dai Qui Vu

A quorum was present.

Chairperson Morrow noted that Agenda Item # 11., Operator Training was deferred to the next CTA Meeting.  Chairperson Morrow stated that Agenda Item # 12., Calling Bus Stops and Announcing Bus Routes and Agenda Item # 13., Secret Rider Program would be combined together and received as one item.

INTRODUCTION OF AUDIENCE MEMBERS

Received introductions from the audience including: Robin Anderson, Interested Citizen; Terry Applegate, Silicon Valley Independent Living Center; Camille Williams, Accessible Services Manager; Mike Hursh, Operations Maintenance Deputy Director;
Bill Capps, Service Planning Manager; Dan Smith, Chief Operating Officer;
Mark Bugna, Protective Services Assistant Superintendent; Edna Pampy, Operations Senior Management Analyst; Steve Johnstone, Operations Senior Management Analyst; David Ledwitz, Accessible Services; Grace Salandanan, Fiscal Resources Manager; Tom Fink, Amalgamated Transit Union (ATU) Local #265; Roger Contreras, Chief Financial Officer; Joonie Tolosa, Operations Senior Management Analyst; Kiyo Ushino, Construction Principal Transportation Planner; Jim Unites, Operations Planning; Art Douwes, Maintenance Engineering; Susan Stark, Controller; and Bernice Alaniz, Marketing and Public Affairs Deputy Director.

PUBLIC PRESENTATIONS

Robin Anderson, Interested Citizen, expressed concern regarding the Global Positioning System (GPS) and Annunciator not working properly on the bus system.   Mr. Anderson stressed the importance for the operators to call out the stops in the event that the GPS and Annunciator are not working.  Mr. Anderson suggested that the audible equipment be checked along with the lifts to ensure that the GPS and Annunciator equipment is working.  Chairperson Morrow responded that the CTA Committee is very concerned and committed to ensure that the GPS and Annunciator are working properly on the bus system and if not then the operators should be calling out the stops. 

First Vice Chairperson Rhodes noted the request for input on proposed changes to the American with Disabilities Act (ADA) related to fixed route and paratransit. 
First Vice Chairperson Rhodes stated that many transportation agencies have provided input and encouraged the Committee to provide input by the deadline of July 28, 2006.

Board of Directors Report

Sam Lau, Operations Deputy Director and Staff Liaison, reported that at the
June 1, 2006 Board of Directors Regular Meeting, the Board approved all the Agenda Items and deferred Agenda Item # 28., Approve the Debt Policy, which establishes guidelines for the issuance and management of VTA’s debt; Agenda Item # 29., Adopt a resolution authorizing the General Manager or Chief Financial Officer to take all necessary actions, enter into agreements and execute documents for VTA to issue bonds in a par amount not to exceed $440 million (2206 Bonds), the proceeds of which will refund VTA’s 2003A, 2004A and 2004B Measure A Sales Tax Revenue Bonds, fund additional 2000 Measure A Projects and pay the cost of issuance; and, further authorize the General Manager or Chief Financial Officer to enter into one or more interest swap agreements; and Agenda Item # 36., Accept the findings of the Southern Gateway Transportation and Land Use Study to the June 15, 2006 Special Board of Directors Meeting.   Mr. Lau stated that the Programming of FY 2007 Lifeline Transportation Program funds is scheduled on the June 15, 2006 Special Board of Directors Meeting. 

First Vice Chairperson Rhodes requested that the Committee receive the information regarding the June 15, 2006 Special Board of Directors Meeting.   Mr. Lau responded that the Office of the Board Secretary would distribute the information to the Committee. 

Committee Staff Report

Mr. Lau commented that Matthew O. Tucker, Chief Operating Officer, will be leaving VTA and has accepted a position in Virginia.   Mr. Lau introduced Dan Smith, new Chief Operating Officer, and Camille Williams, Accessible Services Manager, to the Committee. 

Ms. Williams expressed appreciation and thanked the Committee for the opportunity to attend and participate in the Committee for Transit Accessibility Meeting.  Ms. Williams commented that she looks forward to the challenges and opportunities within VTA.

Chairperson Morrow and Committee Members welcomed Mr. Smith and Ms. Williams to the CTA Meeting and VTA.

Mr. Lau commented that the Committee received a copy of the Summary of CTA Action Tracking form from March 2005 to May 2006.   Mr. Lau noted that beginning July 3, 2006 VTA is planning to bring the Community Bus in-house for Line 48 and Line 49 in Los Gatos, which would be operated by VTA operators. 

Mr. Lau stated that the VTA instituted the new Eight Hour Excursion Fare for the light rail system available for a limited time beginning June 1, 2006 through
December 31, 2006.   The Eight Hour Excursion Fare makes it convenient and easy to travel to sporting events, entertainment, festivals, and other fund destinations on light rail valid for eight hours from purchase. 

Mr. Lau introduced Bill Capps, Service Planning Manager, who provided a brief overview on bus and light rail service changes due to upcoming events.   Mr. Capps provided a brief overview on bus and light rail service changes due to the 4^th of July and July 28 – 30, 2006 Grand Prix events.  Chairperson Morrow requested that staff describe the visual graphics on the event map plan to clarify the presentation for individuals with visual impairments. 

Member Tamez expressed concern and stressed the importance that any presentation provided to the Committee would be provided in alternative formats to provide the Committee with the same opportunity of receiving information.   Member Tamez referenced the CTA Bylaws and stressed the importance to follow the section noting, that information prepared by staff and distributed to the Committee would be prepared and presented in an accessible format that is usable by persons with disabilities.  Chairperson Morrow expressed concern and commented that he was unaware that staff intended to use the event map plan regarding the bus and light rail service changes due to the upcoming events to the Committee.  Chairperson Morrow stressed the importance for staff to provide the Committee with information and presentations in an accessible format that is usable by persons with disabilities.  Mr. Capps responded that he would prepare the bus and light rail service changes for the upcoming events in text version for the Committee. 

Mr. Capps noted that the Grand Prix is a complex event so there would be different plans for the different days of the event.   Mr. Capps stated that staff has prepared two different scenarios to address the bus and light rail service changes for the Grand Prix event.  Mr. Capps commented that VTA would be operating light rail vehicles from the Santa Teresa Station to the Winchester Station, Alum Rock Station into the San Jose downtown area, and from Mountain View Station into the San Jose downtown area, which opens the corridor for the Grand Prix race track on Friday, July 28, 2006.  The scenario changes on Saturday, July 29, 2006 and Sunday, July 30, 2006 since the event would accommodate larger crowds of individuals at the Grand Prix event.  The light rail service would operate from Santa Teresa into San Jose downtown area pass the Children’s Discovery Museum then continue to the Diridon Station.  The Vasona Line would operate from the Winchester Station to the Race Street Station then utilize a bus bridge to the San Jose downtown area. 

Chairperson Morrow expressed concern and stressed the importance to inform the disabled community and provide signage regarding the bus and light rail service changes due to the upcoming events.   Mr. Capps responded that staff is working with the Grand Prix event staff to provide information and signage regarding the event schedule.  Mr. Capps stated that field supervisors are positioned at the main loading and de-boarding at stations and key locations at major events to provide assistance to customers.

Chairperson Morrow stressed the importance to provide and ensure safety for all individuals and especially for individuals with disabilities.   Mr. Capps responded that staff would be available at key locations to provide assistance to customers.

Member Tamez queried if bus route changes would be affected by the event.  Mr. Capps responded that some street closures would be involved with the event so there would be some bus reroutes. 

Member Tamez expressed concern that individuals with disabilities may be negatively impacted and stressed the importance to provide adequate information to the public via VTA’s website to assist customers with ample time to make necessary travel arrangements.   Ex-Officio Member Heatley stressed the importance to have VTA staff work collaboratively with OUTREACH staff regarding travel-scheduling issues.
Ex-Officio Member Heatley stated that OUTREACH needs to be aware of route changes and scheduling issues to ensure connections in advance for customers.

Ms. Applegate stressed the importance for the Committee to receive information in accessible format.   Ms. Applegate requested that Ms. Williams provide information regarding her experience with accessible services and fixed route to the Committee next month.  Ms. Applegate stressed the importance for the Committee to receive information in advance of the Committee meeting to ensure adequate time to review the information. 

Member Tamez expressed concern and stressed the importance for the Committee to receive information in advance of the Committee meeting.   Member Tamez requested that in the future the Committee keep items that are noticed on the Committee Agenda in order to move forward.

Ms. Alaniz commented that she would prepare a memorandum regarding the Community Outreach plan for the upcoming 4^th of July and Grand Prix events for distribution to the Committee.  Ms. Alaniz stated that she would prepare a memorandum regarding the Rider Promotion for distribution to the Committee.  The Committee agreed to have the information provided and distributed to the Committee in a memorandum.

Chairperson’s Report

Chairperson Morrow commented on the Federal Transportation Administration (FTA) proposed changes to the ADA related to fixed route and paratransit.   Chairperson Morrow requested volunteers to serve on a subcommittee related to the proposed changes to the ADA to take comments from the CTA Committee to submit to FTA.  Chairperson Morrow stated that the public comment deadline is July 28, 2006.  Chairperson Morrow noted that Member Grant, Julian, First Vice Chairperson Rhodes, Ex-Officio Member Heatley, and Chairperson Morrow volunteered to serve on the subcommittee.

Chairperson Morrow requested that the Office of the Board Secretary distribute the letter dated May 22, 2006 from the General Manager to Chairperson Morrow to the CTA Committee. 

Minutes of May 10, 2006              

M/S/C (Gouveia/Tamez) on a vote of 10 Ayes to 0 Noes to 1 Abstention to approve the Minutes of May 10, 2006.  Member Julian abstained. 

BUSINESS REFERRED TO COMMITTEE BY THE BOARD OF DIRECTORS/GENERAL MANAGER

National Transit Database (NTD) Reporting and Paratransit Services

Susan Stark, VTA Controller, provided a brief overview of the National Transit Database (NTD) Reporting and Paratransit Services.  Ms. Stark commented that the report is related to NTD reporting and how paratransit services are reflected in the report.  Ms. Stark stated that this discussion is a result of the request by Member Tamez at the April 12, 2006 CTA Meeting.  Ms. Stark commented that Member Tamez requested staff submit a report on the costs associated with VTA’s Paratransit Program as reported to NTD.

Ms. Stark commented that prior to Fiscal Year 2002, the paratransit broker filed their data directly to NTD then beginning with Fiscal Year 2002, NTD required transit agencies to include the broker’s data with the transit agencies data in the NTD report.   Therefore, VTA was required to include OUTREACH data with their NTD report.   NTD then required VTA to report administrative costs related to the OUTREACH contract as part of VTA’s Paratransit Program cost.  There were no changes in Fiscal Year 2003 but in Fiscal Year 2004, NTD required VTA to allocate its General and Administrative (G&A) overhead costs to each of its transit modes, such as bus, light rail, shuttle service, and paratransit services.  Ms. Stark stated that prior to the change the overhead and G&A costs were being allocated to bus and light rail services. 

Ms. Stark stated that after reviewing the Fiscal Year 2004 NTD report it was noticed that the Accessible Services department was allocated totally to paratransit services.   At that time staff was unable to isolate or track accessible service costs separately as it related to each transit mode.   Ms. Stark continued that beginning with Fiscal Year 2005, VTA set up account code structures to isolate and track accessible service costs separately as it related independently to paratransit services versus other types of transit modes.

Ms. Stark commented on the cost differential between the brokers costs reported to CTA as well as the NTD’s section of the report.   Ms. Stark stated that the broker’s costs are the gross expenses reduced by the revenues received for the paratransit service.   Ms. Stark noted that the NTD report requires that VTA record the gross expenses and revenues associated with the paratransit service on separate line items; therefore, the one line item in the broker’s report reflects a net number and the expense line in the NTD report reflects a gross number, seeming as though there is a difference in the costs. Ms. Stark referenced the memorandum and noted differences in the details between direct and indirect costs related to paratransit service costs. 

Ms. Stark continued that direct costs are costs that can be identified specifically to a particular cost objective, while indirect costs represent allocations of labor, supplies, utilities, cost of operating the facilities, and other relevant expenses related to VTA.   Ms. Stark noted that indirect costs are calculated by applying an overhead rate to the direct costs identified specifically to the direct costs.

Ms. Stark continued that effectively with Fiscal Year 2005 staff was able to take out accessible services charges as they are related to paratransit services directly as opposed to the other transit modes that VTA offers.   Ms. Stark stressed the importance that the raw data submitted for the NTD report is not meant to be used in isolation to analyze any transit district.   Ms. Stark added that the NTD does note that the raw data submitted to NTD is not meant to be used in isolation to analyze on NTD’s website. 

Member Tamez expressed concern related to the fact that the direct and indirect costs were not being captured and how staff allowed the direct and indirect costs to be transferred to the Paratransit OUTREACH budget.   Member Tamez stressed the importance of accuracy regarding paratransit direct and indirect costs since it appears that a large amount of money was being spent on paratransit OUTREACH services.   Member Tamez queried about the technology, which has allowed VTA to capture the direct and indirect costs associated with paratransit service costs.  Ms. Stark responded that NTD has changed their reporting requirements over the years; therefore, VTA in an effort to comply with the reporting requirement changes set up individual account codes to track and isolate accessible service costs as related to paratransit services versus other transit modes. 

Member Tamez stressed the importance for VTA to have been doing this from the beginning.   Member Gouveia stated that the reporting is called cost accounting. 

Member Tamez queried about the new technology that is now available to VTA. 
Ms. Stark responded that it is not new technology but a way of setting up the account code structure as a way of capturing the costs. 

First Vice Chairperson Rhodes expressed concern regarding the cost amount being charged to paratransit service costs.   First Vice Chairperson Rhodes expressed concern and noted that the cost of paratransit rides is being reflected much higher than they actually are, which makes the cost of paratransit appear much higher than it actually is.

Member Grant asked who discovered the extra cost allocation and what brought it about.   Ms. Stark responded that it was a self-discovery.   Ms. Stark continued and noted that VTA reviews the reports every year.  Ms. Stark noted that when NTD required the reporting be done in a different way, based on NTD requirements, this was applied to the upcoming Fiscal Year. 

First Vice Chairperson Rhodes asked if Fiscal Year 2004 would be corrected.   Ms. Stark responded no that NTD does not allow retroactive corrections to be made.  

Member Tamez queried about the changes in the reporting.   Ms. Stark responded that VTA was not showing any administrative costs associated with paratransit services and NTD required VTA to track administrative costs.   Ms. Stark noted that at the time VTA did not split administrative costs up by transit modes but in the subsequent year it was determined that the administrative costs should have been split up between the transit modes to ensure more accurate numbers in the report.  Ms. Stark continued and noted that staff corrected the error in the next year report submitted to NTD. 

Chairperson Morrow expressed concern and stressed the importance for accurate reporting of paratransit service costs.   Chairperson Morrow stressed the importance for VTA to be responsible and have better accountability regarding VTA’s financial information being submitted in reports.   Chairperson Morrow expressed appreciation to OUTREACH for their diligent work to save money over the years related to paratransit service costs. 

Member Tamez requested that Member Michels read the following statement into the record: “Given that VTA receives funding for their programs from different sources, it is a fundamental need of this business to segregate changes to assure proper billing to their programs.   It is unacceptable that VTA has just now acquired sound accounting methodologies in 2005 to prevent improper cost allocation and erroneous reporting of their financial data to the federal government.   Therefore, the historical charging must have been accurate.  Given that the historical charging must have been accurate, please provide CTA with a headcount report, indicating the position and salary (names may be withheld) of each of the individuals charging Paratransit to total the dollar amount in question.  Fiscal Year 2005 is an acceptable starting point.”

M/S/C (Tamez/Gouveia) to motion that Given that VTA receives funding for their programs from different sources, it is a fundamental need of this business to segregate changes to assure proper billing to their programs.  It is unacceptable that VTA has just now acquired sound accounting methodologies in 2005 to prevent improper cost allocation and erroneous reporting of their financial data to the federal government.  Therefore, the historical changing must have been accurate.  Given that the historical charging must have been accurate, please provide CTA with a headcount report, indicating the position and salary (names may be withheld) of each of the individuals charging Paratransit to total the dollar amount in question.  Fiscal Year 2005 is an acceptable starting point.

Roger Contreras, Chief Financial Officer, provided a brief overview regarding VTA’s   accounting situation.  Mr. Contreras commented that VTA has a deadline to submit the financial information to NTD by October 28^th but noted that the financial information audit is not finalized at that time.  Mr. Contreras stated that during the time between February, March, April and May there is an exchange of financial information between VTA and NTD.  The NTD report is finalized in June or July, which is six months after the submission of VTA’s financial information to NTD.  Mr. Contreras noted that VTA is acknowledging that there was a mistake with the information but related to the issue of submitting data that was not audited.  Mr. Contreras noted that the incident occurred before he and Ms. Stark were employed at VTA. 

First Vice Chairperson Rhodes stated that the incident occurred in VTA and stressed the importance for VTA staff to be accountable and take responsibility for the incident. 

Mr. Contreras continued that both he and Ms. Stark started working at VTA in 2004 and started to look at a number of things that needed to be improved within the organization.   First Vice Chairperson Rhodes responded and noted for the record that the Committee is tired of hearing new staff not wanting to take responsibility for the past incidents within VTA.  First Vice Chairperson Rhodes expressed concern and stressed the importance for VTA staff to take responsibility for what was done within the organization.  First Vice Chairperson Rhodes expressed appreciation that mistakes are being acknowledged and corrections are being made to correct the incident but stated that it is unacceptable for new staff to not want to take responsibility for the incident.

Ms. Applegate referenced past CTA Meeting Minutes and expressed concern that VTA’s financial information submitted in the NTD report was inaccurate.   Ms. Applegate expressed concern and noted that many customers pay an enormous amount of money to utilize the system, while trying to live on a fixed income.  Ms. Applegate expressed concern regarding VTA’s submittal of inaccurate financial information and stressed the importance for VTA to be held accountable.  Ms. Applegate noted the large number of staff present at the CTA Meeting and queried if VTA was allocating the staff time to paratransit costs.  Ms. Applegate urged the Committee to send a letter to the VTA Board of Directors regarding VTA’s financial information regarding paratransit costs submitted to the NTD.  Ms. Applegate encouraged the Committee to attend the next VTA Standing Committee Meetings to inform the Board Members about the financial information discrepancy regarding VTA’s paratransit costs.

Member Tamez noted that he forwarded VTA’s NTD data regarding paratransit service costs information to the FTA and the Metropolitan Transportation Commission (MTC) for their review of VTA’s accounting practices. 

NOTE:   M/S/C MEANS MOTION SECONDED AND CARRIED AND, UNLESS OTHERWISE INDICATED, THE MOTION PASSED UNANIMOUSLY.

FY 2006 Third Quarter Transit Operations Performance Report
(July 1, 2005 – March 31, 2006)

Joonie Tolosa, Operations Senior Management Analyst, provided a brief overview of the FY 2006 Third Quarter Transit Operations Performance Report
(July 1, 2005 – March 31, 2006).   Mr. Tolosa commented that ridership continues to increase for the first three quarters with system wide average weekday ridership at 124,000, which is 5 percent higher than last year.   Bus average weekday ridership increased by 2.7 percent and light rail ridership increased by 15.8 percent higher as compared to the same period last year.  Mr. Tolosa commented that the key elements associated with the ridership increase are due to increases in fuel cost, the Vasona Corridor opening, and upcoming events in downtown San Jose.

Mr. Tolosa commented that system total operating hours through the third quarter of
FY 2006 increased by 2.6 percent compared to the same period during FY 2005.   The increase in operating expenses outpaced the increase in total system hours resulting in an increase in the system cost per total hour of 3.6 percent from $157.59 to $163.26, but lower than the adopted goal of $173.36.

Mr. Tolosa commented that during the first nine months of FY 2006, wages increased 2.5 percent, while benefits increased 7.2 percent compared to the same period last year.  Overall, cost of labor through the third quarter of FY 2006 was up 4.7 percent compared to the same period during FY 2005.

Mr. Tolosa commented that expenses for supplies and services, which constitute
20 percent of the total operating expenses increased 25 percent compared to the same period last year.  Mr. Tolosa stated that supplies and services consist primarily of parts, diesel fuel, professional services, security services, utilities, and other operating expenses.

Mr. Tolosa continued that fare revenue was an estimated $25.5 million, an increase of 8.4 percent compared to the same period during FY 2005.   The increase was primarily due to increased ridership and increased average fare revenue.   The farebox recovery ratio was 14 percent, a 1.4 percent improvement compared to the FY 2005 performance of 13.8 percent during the same period.

Mr. Tolosa stated that combined bus and light rail miles between chargeable accidents decreased through the third quarter of FY 2006 when compared to FY 2005 but exceeded the established goals for FY 2006. 

Mr. Tolosa continued that bus operators’ attendance through the third quarter of FY 2006 improved by 10.6 percent and bus maintenance attendance improved by 23.2 percent.   Light rail operators’ attendance improved by 9.7 percent and light rail maintenance personnel’s attendance improved by 2.6 percent.  Mr. Tolosa noted that light rail on-time performance declined by 3.1 percent compared to FYTD 2005. 

Mr. Tolosa commented on the Paratransit and noted that the total passenger trips through the third quarter of FY 2006 were 722,623, an increase of 6.3 percent compared to same period last year.   Mr. Tolosa stated that net cost per passenger trip was $25.50, a slight improvement from $25.57 experienced during the same period last year, and below the established goal of $27.00. 

Member Grant asked about the $163.26 system cost per total hour and queried if there is a transportation agency in this area that has a higher system cost per total hour than VTA.  Mr. Tolosa responded that he is not aware of that information nor does he have the numbers available to reference a peer or benchmark.

Member Grant expressed concern regarding the discrepancy between the increases in service cost expenses and decreases in paratransit service cost.  Mr. Tolosa responded that average employee wages have increased as well as increases in supplies and services partly as a result of the expiration of the warranty for most of the Kinkisharyo light rail vehicle fleet.  Mr. Tolosa stated that another large increase in expenses is related to fuel expenses.

Member Grant queried if CTA could get other system operating cost per hour for Muni, SamTrans, or other local transit agencies to obtain a better basis of what VTA’s total costs are compared to its neighbors. 

M/S/C (Grant/Rhodes) to motion that VTA provides the Committee with the system cost per total hours of the other local transit agencies as a basis. 

Member Tamez stressed the importance for VTA to be concerned and find ways to reduce costs associated with paratransit and fixed route services.   Member Tamez stated that VTA is always working to find ways to reduce costs and have OUTREACH do a better job with less when it applies to paratransit but queried why the rule does not apply with fixed route services. 

First Vice Chairperson Rhodes queried about the ratio of paratransit rides compared to fixed route rides.  First Vice Chairperson Rhodes stressed the importance to include information regarding customer complaints related to non-operating lifts as well as not calling of bus stops.  Mr. Lau responded that information would be provided in Agenda Item # 12., Calling of Bus Stops and Announcing Bus Routes report.

First Vice Chairperson Rhodes stressed the importance for the Committee to receive a report regarding all accessible concerns and how the issues are being addressed.  Chairperson Morrow responded that the Committee receives a quarterly lift report from operations.

Member Eljas stressed the importance to work to change the culture of how the disabled and paratransit community is viewed.   

Member Tamez stressed the importance to have CTA and VTA work collaboratively together to address issues and concerns.  Member Tamez expressed concern and noted that it is not beneficial for CTA and VTA to continue to have an adversarial relationship with one another.  Member Tamez noted the benefits for CTA and VTA to work together to figure out ways to address issues, concerns, and develop better service. Member Tamez stated that he has requested customer complaint information from staff but staff is unwilling to provide the information or attempt to address the issues.

Member Grant stressed the importance for the Committee to receive a report from Accessible Services Department regarding customer complaints and how the concerns are being addressed.  Member Grant expressed concern that the Customer Service Department does not respond to customer complaints and noted that there is no follow through by VTA regarding customer complaints.  Chairperson Morrow referenced VTA’s CARE report and expressed concern that customer complaints are not being tracked well and requested the customer complaint information be provided to the Committee.

Member Tamez requested that the Board of Directors require VTA to provide the Committee with the information that they are seeking as far as complaints so that CTA could assist in improving customer service and the CARE program.   Mr. Smith responded that when VTA is put into the position to cut service, reductions are made across the board.  Mr. Smith stated that this has been VTA’s practice to reduce service across the board and would continue to be a practice to ensure service is planned out and consider the ramifications of the service reductions.  Mr. Smith stated that he would have staff work to provide the customer complaint information to the Committee. 

Member Eljas suggested that a group of people from CTA and VTA have an ongoing small group discussion related to customer complaints in an effort to receive dialogue to determine if CTA and VTA could change the nature of the culture as well as impact the culture by creating a small group for interaction and communication. 

M/S/C (Eljas/Tamez) to make a motion that the Committee requests that Mr. Burns create a small forum of individuals from CTA and VTA to change the culture of how people are viewed in the disabled and paratransit community.

Ms. Applegate requested information regarding how many employees VTA is allocating to paratransit costs and what are their exact job titles, roles, and what percentage are they actually spending on paratransit.   Ms. Applegate queried about the percentage of all VTA employee hours and how much of that represents paratransit costs.   

Ms. Applegate expressed concern and noted that service cuts have not been across the board.  

Member Tamez stressed the importance to track costs associated with paratransit services and expressed support for equality in both paratransit and fixed route services.

Palo Alto Transit Center Enhancement to Assist Persons with Visual Disabilities

Kiyo Ushino, Construction Principal Transportation Planner, provided a brief overview of the Palo Alto Transit Center Enhancement to Assist Persons with Visual Disabilities.     Mr. Ushino commented on an incident that occurred on December 6, 2005, where a visually impaired customer came into contact with a VTA logo sign and light at the Palo Alto Transit Center at the newly constructed inter-modal transit facility.   The Palo Alto Transit Center facility has been designed and built in accordance with Federal ADA Architectural Guidelines (ADAAG) and state building codes.  All accessible routes in the transit center are clearly defined by the standard yellow raised pedestrian guide strips installed on the passenger plaza. These guide strips assist transit patrons with visual disabilities to the specific bus stop boarding area marked by the Braille signs.  The installation of the guide strips at the Palo Alto Transit Center exceeds the requirements of both the AGAAG and state building codes. Mr. Ushino noted that the Palo Alto Transit Center is a state of the art transit facility and exceeds ADA design guidelines. 

Mr. Ushino commented that when the customer incident report was received the incident was investigated and it was determined that the customer ran into the VTA logo that is attached to the bus stop sign, which is five feet from the surface. 

Member Eljas requested that Mr. Ushino describe the visual aide to the Committee Members who are visually impaired.   Mr. Ushino responded that staff has constructed a bus stop sign and light installed parallel to and at the end of the accessible route, which is supported by two poles from the ground.  Mr. Ushino continued that VTA provides an excellent pedestrian guide system for the transit center with pedestrian guide strips throughout the facility, which directs visually impaired customers to the boarding sign.  VTA staff responded to the complaint by conducting research into finding an appropriate device to enhance the ability of patrons with visual disabilities to avoid contact with the VTA logo sign and light.  Staff identified five key criteria for the selection of an enhancement device, which are: 1) to provide effective detection to a sweeping cane between the poles; 2) not jeopardize the safety of passengers at and around the bus stop; 3) be vandal resistant and resilient in high traffic public environment; 4) be visually complementing to the design of the new transit center; and 5) be cost effective. 

Mr. Ushino commented that in an effort to find an acceptable solution, staff developed a custom designed metal disc, one inch high and three inches in diameter since VTA staff was unable to locate a device in the market place that met all five key criteria for VTA.   Mr. Ushino stated that two discs would be installed on the pavement and spaced equally between the two bus stop poles. 

First Vice Chairperson Rhodes asked how high the disks were.   Mr. Ushino responded that the discs are one inch high. 

Mr. Ushino commented that once the design was completed VTA’s proposed modification was forwarded to the customer who submitted the complaint.   In turn, staff at the Vista Center for the Blind and Visually Impaired were consulted and asked for their comments at the request of the customer.  After review of the proposed modification, VTA received an endorsement for the proposed enhancement device from both the customer and Vista Center for the Blind and Visually Impaired representative.  Following the endorsement, VTA placed an order for fabrication of the discs.  The discs are scheduled for delivery on April 21, 2006 and the installation work would follow shortly. 

First Vice Chairperson Rhodes expressed concern and stressed the importance for staff to utilize input from the CTA Committee.   First Vice Chairperson Rhodes asked that a sample of the pole be brought to CTA for review.  First Vice Chairperson Rhodes expressed appreciation and support that the issue was brought to the Vista Center for the Blind and Visually Impaired but expressed concern that CTA had no input regarding the issue.   

First Vice Chairperson Rhodes stressed the importance of CTA to be involved with issues and concerns related to accessibility and the disabled community.   Mr. Ushino responded that the information was received as a customer incident and was approached as a customer incident.  The incident was addressed with the customer and the customer approached Vista Center for the Blind and Visually Impaired for assistance.  Mr. Ushino stated that both the customer and Vista Center for the Blind and Visually Impaired both endorsed the proposed solution related to the incident. 

First Vice Chairperson Rhodes stressed the importance to utilize the CTA Committee regarding issues and concerns related to the disabled community.  First Vice Chairperson Rhodes commented that she serves on CTA as a representative to the Visually Impaired community and added that an individual from the Vista Center for the Blind and Visually Impaired serves on CTA representing Organizations and Agencies.  First Vice Chairperson Rhodes expressed concern and stressed the importance for CTA to be involved and provide input related to accessibility issues and concerns.  Mr. Ushino responded that staff will take this information into consideration and in the future would utilize the CTA Committee regarding issues and concerns related to accessibility concerns.

Member Julian expressed concern and noted that in the past CTA would be invited to evaluate and provide input in the development of new transit centers to address issues and concerns.   Member Julian queried why CTA was not part of the process. 

Chairperson Morrow stressed the importance for staff to utilize the CTA Committee regarding issues related to the disabled community.  Chairperson Morrow expressed concern that staff did not attempt to bring the issue to CTA for input to address the incident since CTA serves as VTA’s accessibility Advisory Committee.

Member Gouveia expressed concern and noted that one solution does not address all issues and concerns related to the problem.

Member Tamez expressed support that staff worked collaboratively with the individual to address the issue but stressed the importance to involve CTA if VTA considers using this solution at other transit facilities.  Member Tamez referenced the motion made at the May 10, 2006 CTA Meeting, Page 10 of 15, noting the motion that “the Board of Directors require VTA to bring all service changes, program changes, or improvements to the CTA Committee before they move forward” and stressed the importance for the CTA Committee to be actively involved within VTA.

Member Michels expressed concern and noted that not everyone is aware or knows how to use a raised guide strip at a public transit center that it is extremely difficult for individuals to maneuver around unfamiliar obstacles unless they are trained. 
Member Michels expressed concern regarding the modifications since what is good for one individual is not necessarily good for another individual.  Member Michels stressed the importance for staff to consider all individuals when addressing an issue and concern related to the disabled community.  Mr. Ushino expressed appreciation and thanked the Committee for their input and noted that the information would be taken into consideration.

Operator Training

Operator Training was deferred.

Calling Bus Stops and Announcing Bus Routes

Mr. Lau expressed appreciation and thanked the CTA Committee for being proactive and bringing the calling of stops and announcing route issue to VTA’s attention.   Mr. Lau continued that operation notices have been distributed to all operators as well as placed in every operator pouch.  Operator notices have been posted on the bulletin boards and at every dispatch counter as information to stress the importance of calling bus stops and announcing bus routes.  Mr. Lau stated that he has electronically mailed (e-mailed) every operation supervisor and superintendent regarding the calling of bus stops and announcing bus route issue.  Mr. Lau noted that transportation staff meets once a month so this week staff would explain in detail the importance of calling bus stops and announcing bus routes. 

Mark Bugna, Protective Services Assistant Superintendent, provided a brief overview of the Calling Bus Stops and Announcing Bus Routes.   Mr. Bugna commented that
VTA’s management team is in the process of discussing the issues to address concerns.  Mr. Bugna stated that the Americans with Disabilities Act (ADA), Title 49, Subpart G, Section 37.167 requires that all VTA transit buses announce stops at major intersections or destination points, at transfer locations, as well as at intervals along a route sufficient to permit individuals with visual impairments or other disabilities to be oriented to their location.  Mr. Bugna noted that operators are required to announce stops upon request.  The ADA regulations also require that VTA transit buses make bus route number announcements to customers waiting at bus stops, which are served by more than one bus route.

Mr. Bugna stated that announcing stops and bus route numbers benefits all customers including customers with disabilities and customers unfamiliar with our transit system, such as new customers.  VTA requires that stops and bus route numbers must always be announced whether via VTA’s automated system, microphone, or a loud voice and is not considered an optional practice and is mandatory.

Mr. Bugna commented that the VTA’s Coach Operator’s Rulebook reinforces the requirement and states: “Announcing Stops – The Operator shall announce all stops as listed on the appropriate Call Stops Sheet and as requested by passengers.  The Operator shall use the microphone, if available.”  Mr. Bugna stated if the automated system is not functioning, or if a passenger requests that a particular stop be called, then Operators must use the public address system or speak in a sufficiently loud voice to announce the stop.

Mr. Bugna commented that the VTA’s Coach Operator’s Rulebook states: “Automatic Annunciator – The Operator is required to use the automatic annunciator.  If the annunciator is not functioning and there are passengers waiting to board, the Operator shall announce the bus route and destination at all bus stops serving multiple routes.”  Operators are prohibited from tampering with the automated system and must report all problems or non-functioning systems.  The bus stop and bus route number announcement systems are fully automated and cannot be adjusted or disengaged by the Operator on most bus coaches.  Mr. Bugna noted that both interior and exterior systems are pre-programmed to adjust volume levels depending on the time of day, for example the volume is louder during the day and lower volume levels at night.

VTA is committed to addressing the calling of stops and announcement of bus route numbers aggressively using Field Supervisors to monitor Operator compliance and system performance, while the buses are in operation throughout the day everyday.   Management and supervisory staff are committed to diligently investigate and address all complaints received.  Mr. Bugna stated that operation notices would be distributed to all Operators to reinforce the importance of calling stops, announcing bus route numbers, and reporting any problems when the automated system is not working. 

Mr. Bugna stated that periodic operations notices would be issued to all Operators to reinforce the calling of bus stops and announcing bus route requirements as well as retraining would be conducted as needed to ensure full compliance.  Mr. Bugna commented that Michael T. Burns, General Manager, has requested that all VTA Management staff utilize VTA’s transit system regularly to provide a report on the system.  Mr. Bugna noted that from May 26, 2006 through June 2, 2006 staff conducted a system-wide survey to assess the current reliability of the automated Annunciator.

Member Gallo queried if VTA would provide information to public agencies that work with the disabled community since many individuals may not be aware of the policy regarding the calling of bus stops and announcing bus routes if the automated Annunciator is not working properly. 

Member Tamez suggested that the automated Annunciator policy be placed on VTA’s website to obtain information from not only the disabled community but general public to assist in raising the consciousness of operators and customers regarding the guideline rules, policy, and complaint procedures in the event that the guideline rules and policy is not followed. 

Member Grant expressed concern regarding the automated Annunciator system not working properly the entire trip or line route.  Mr. Johnstone asked Member Grant for the bus line and coach information to forward the issue to staff to be addressed.

M/S/C (Rhodes/Tamez) to extend the time length of the Committee Meeting.

First Vice Chairperson Rhodes expressed concern and stressed the importance for customer service staff to respond to customer complaints with feedback.   Mr. Smith responded that in some instances the customer does not provide their name or contact number so that customer service staff could call the customer back.

First Vice Chairperson Rhodes stressed the importance for VTA to conduct community outreach in order to improve service.   Member Grant expressed concern and stressed the importance for better customer service from the Information Service Representatives (ISR’s).  Chairperson Morrow stressed the importance for staff to take an in-depth look at the customer service department to address the issues and concerns related to customer complaints and how they are addressed.

Mr. Johnstone commented on the CARE system related to complaints and noted that VTA has received 3,158 complaints of a wide variety this fiscal year to date. 
Mr. Johnstone stated that 24 of the 3,158 complaints are failure to call bus stops. 
Mr. Johnstone noted that customers might not be aware of what they are able to call to make a complaint about related to the transportation system and operators. 

Member Grant expressed concern and stressed the importance of the Secret Rider Program to ensure that operators are in compliance with the guidelines and rules stated in VTA’s Coach Operator’s Rulebook.  Member Jensen suggested that the bus coaches have a sign related to the calling of the bus stops and a phone number to call if the operators are not in compliance with VTA guidelines and rules. 

Mr. Fink commented that ATU Local # 265 is joining with VTA to actively promote compliance with the ADA calling of bus stops.   Mr. Fink noted that ATU would like to utilize ATU’s newsletter to remind operators that it is both a moral and legal responsibility for the operators to call the stops when the automated annunciators are not working properly.  Mr. Fink stated that ATU Local # 265 is distributing a bulletin on Friday, June 9, 2006 regarding the calling of bus stops.  Mr. Fink added that copies of the bulletin information could be distributed to the CTA Committee in an effort to show that ATU is working with its members to address the issue. 

Member Tamez requested that the calling of stop bulletin information newsletter be forwarded to the Office of the Board Secretary to be distributed to CTA Committee Members.

Mr. Anderson stressed the importance of having the bus vehicle coach number in an accessible area so that individuals with disabilities are able to obtain the information. 
Mr. Anderson expressed concern and stressed the importance for operators to call bus stops and transfer points for individuals with visual impairments.

Ms. Applegate expressed concern and stressed the importance regarding customer complaints not being addressed and suggested that individuals track their complaints.   Ms. Applegate queried if the automated Annunciator system is tested in order to ensure that the system is working properly.   

Secret Rider Program

The Secret Rider Program was combined and received with Agenda Item # 12., Calling Bus Stops and Announcing Bus Routes.  

OTHER

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

There was no Metropolitan Transportation Commission (MTC) Elderly/Disabled Advisory Committee Report. 

CTA Transit System Ridership Report

The CTA Transit System Ridership Report was deferred.  

CTA Workplan

The CTA Workplan would be forwarded to the Committee Members for input.

There were no Announcements.

The Committee of the Whole adjourned the meeting at 3:20 p.m.

Respectfully submitted,