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Alameda CTC Paratransit Program Application Page 6 of 22 Application Period July 1, 2012 through June 30,2013 CUSTOMER SATISFACTION 13. 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 and your follow up. (See questions 13A and 138 that follow; max. 500 characters.) Complaints/commendations are directed to the PPS Supervisor,who deals with issues on a one-on-one basis.Suggestions/concerns come from a variety of sources,including:the annual evaluation tool,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. 13A. Describe any common or recurring complaints your program has received. (max. 500 characters) The one recurring complaint that is difficult to meet is the need for same-day or next-day appointments for out-of-town service. 13B. Describe any changes you have made to your program as a result of customer complaints and commendations. (max. 500 characters) Staff continues to educate riders on the need to call ahead of time for out-of-town medical appointments. With limited resources, next-day, out-of-town medical appointments can be difficult to arrange. Staff also encourages riders to review the ADA requirements so that riders can have the option of using Wheels Dial-A-Ride Service if appropriate. VEHICLE FLEET 14. Please provide details regarding your vehicle fleet. To answer this question, complete the Table D Attachment (Table D Vehicle Fleet tab) in the Excel workbook. CAPITAL PURCHASES 15. Describe planned capital expenditures, such as purchase of vehicles or durable equipment, below. (max. 255 characters) None