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Agenda Item # 12

BOARD MEMORANDUM

Background:

At the October 2006 CTA meeting, the committee was presented information about the number and types of accessible service customer comments VTA receives and the how they are investigated and answered by staff using the Customers Are Resources for Excellence (CARE) complaint resolution database.   In response to committee member requests, this memorandum presents a detail listing of the comments VTA Customer Service staff received from persons with disabilities or their representatives between June 1 and September 19, 2006. 

Discussion:

VTA received 230 customer comments involving concerns of persons identifying themselves as having a disability between June 1 and September 19, 2006. A list of all the comment types and the number of comments per type is attached.

Of the 230 comments from persons identifying themselves as having a disability, 204 (as of September19) had been closed by Customer Service staff.   Comments are closed after they are referred to the appropriate Division supervision or program management staff for review, discussed with personnel, and returned to Customer Service with a resolution response.   The 204 CARE reports were closed within an average of 12 days.  Prior to closing the individual CARE reports, Customer Service calls each comment provider who has requested a call-back.

Customer service is critical to VTA’s transit operations.   The CARE report process allows VTA to investigate problems, implement corrective actions, enhance employee training, and assess needed service changes.   This process allows VTA to provide quality and effective service for all customers.

CARE Report Topics Received Between   June 1, 2006 and September 19, 2006       From Passengers with Disabilities                           

1 Passed-up stop, 49, 21.3%

2 Behavior, 26,11.3%

3 Facility Related, 21, 9.1%

4 Compliment, 19, 8.3%

5 Lift Issue, 17, 7.4%

6 Securement,13, 5.7%

7 Driving, 10, 4.3%

8 Paratransit, 9, 3.9%

9 Fare-Issue, 8, 3.5%

10 Calling Stops, 7, 3.0%

11 No-Show, 7, 3.0%

12 Annunciator, 5, 2.2%

13 Late, 5, 2.2%

14 Cell Phone Use, 4, 1.7%

15 Injury Claim, 4, 1.7%

16 Early, 3, 1.3%

17 Service Animal, 3, 1.3%

18 Lost and Found, 2, 0.9%

19 Misc, 2, 0.9%

20 Question, 2, 0.9%

21 Refused Service, 2, 0.9%

22 Route Suggestion, 2, 0.9%

23 RTC policy, 2, 0.9%

24 Air Conditioner 1, 0.4%

25 ISR Complaint, 1, 0.4%

26 LRV Mechanical Issue, 1, 0.4%

27 Marketing, 1, 0.4%

28 off-route, 1, 0.4%

29 Property/Mobility Device Damage, 1, 0.4%

30 Public Info Website, 1, 0.4%

31 Public Safety, 1, 0.4%

Total =   230, 100.0%

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