09 - Laserfiche WebLink

Alameda CTC Paratransit Program Application Page 5 of 12 Application Period July 1, 2011 through June 30, 2012 14. Describe your complaint and commendation process. Describe your process from beginning to end, including instructions you provide to customers for filing complaints or commendations, your documentation procedures, your follow up, and any changes you have made to your program as a result of customer complaints and commendations. (max. 500 characters) Complaints /commendations are directed to the PPS Supervisor, who deals with the issues on a one - n -one basis. Suggestions /concerns come from a variety of sources, including: the annual evaluation ool, phone calls, City of Pleasanton web site, letters and suggestions from the PPS Task Force. Staff issues are dealt with directly by the Supervisor on a one -on -one basis and are documented in personnel files and are used in evaluations. Safety bars were added to the bus as result of rider comment. 15. Describe how you will coordinate services with other Measure B paratransit services and /or mandated ADA paratransit services so that people can make trips throughout Alameda County. Examples of coordination may include, but are not limited to, reciprocal fare agreements, reciprocal agreements to provide trips into adjoining areas, arrangements for clients to ride on other systems, and transfer arrangements. Attach copies of agreements or memoranda of understanding for coordination if available. (max. 500 characters) The City of Pleasanton maintains a MOU with Livermore Amador Valley Transit Authority (LAVTA) who serves as the primary ADA provider in the Tri- Valley. When PPS is at capacity or closed, LAVTA provides service to PPS ADA clients. Coordination of county -wide rides, transfer of clients, and joint marketing and training opportunities occur regularly. PPS and staff from Senior Support Program of the Tri - Valley provide rider assessment services as well as coordinate trips. 16. Describe planned outreach to ensure that potential users of the services, including coordinated services, learn about them. (max. 500 characters) Some of the outreach efforts include: development of a variety of written materials such as brochures nd flyers, inclusion in the City's Park and Rec Activity Guide which is delivered to 28,000 households 3 times a year, updates on the City's web site, outreach fairs including the PPS Annual ransit Fair, listing in the Tri - Valley Pocket Guide for Human Services, and cross promotion during icket sales (BART, Wheels, PPS tickets) of over $60,000 annually. 17. Describe your planning process. List all activities undertaken in connection with this plan, including consumer or public meetings; meetings with other agencies; presentations to boards, commissions, or committees; and provide general dates for these activities. (see questions 17A through 170 that follow; max. 500 characters) s part of the annual planning process, 750 PPS users were sent our service evaluations on March 1, 2011 seeking input on the program. A free ride was offered to anyone completing the survey with endings to be reviewed by the PPS Task Force and the Alameda CTC. Staff worked with the PPS ask Force to develop five (5) new outcome measures as goals for FY 10 -11. The PPS Task Force reviewed the plan at its 1/21/11 & 4/15/11 meetings & the Sr Ctr Advisory Committee provided input n 1/10/11.