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Page 8 of 21 Alameda CTC Paratransit Program Plan Application Application Period July 1, 2013 through June 30, 2014 600 11A.Do you expect your program registration to increase, decrease or stay the same compared to the current year, FY 12-13? Why? (max. 300 characters). For FY 13-14, staff anticipates 600 registered rides with approximately 300 of those as regular iders in the system. Staff anticipates program registration to decrease slightly compared to FY 12- 13 because of past ridership trends. Staff recognizes that as the oldest riders leave the program there re fewer new riders registering to use the service. dditional transit options such as LAVTA's Para-taxi Service and Senior Support Program of the ri-Valley's(SSPTV)Volunteer Driver Program also attract riders and fill different needs. 12. Do you expect the total number of one-way trips provided by your program to increase, decrease or stay the same compared to the current year, FY 12-13? Why? (max. 300 characters). Staff estimates that 11,000 one-way trips will be completed during FY 13-14, which is a decrease in rides from last fiscal year. In reviewing these numbers, staff recognizes that there are Fewer traditional riders that use the system daily. There are also fewer new riders entering the program which may be attributed to people driving longer, family members providing rides and/or supplemental ride programs such as LAVTA's Para-taxi and Senior Support Program of the Tri- Valley's Volunteer Driver Program. Many clients are riding less due to their limited incomes. Currently, 100 PPS riders are now regularly using the Downtown Route Shuttle(DTR)for shopping needs as it is a lower cost, same-day option which they find very appealing. 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 13B that follow; max. 500 characters) omplaints/commendations are directed to the PPS Supervisor, who deals with issues on a one-on- sne 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.