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Page 8 of.20 Alameda CTC Paratransit Program Plan Application Application Period July 1,2014 through June 30, 2015 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 1344?Why? Staff estimates that 9,500 one-way trips will be completed during FY 14-15,which will be similar to trips provided for FY 13-14.Although previous years showed a decline in trips provided,staff believes that this trend has flattened out and one-way trips will remain stable. The earlier declines in ridership were a result of fewer 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,80 PPS riders are now using the Downtown Route Shuttle(DTR)for their shopping needs as it is a lower cost,same-day option which they find appealing. 3,000 trips are planned for DTR in FY 14-15. 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) Complaints/commendations are directedto 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's website, letters from riders,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. Riders continue to complain about their desire for same-day rides,especially for medical appointments.The other on-going need is for rides to Contra Costa County medical appointments which are scheduled for Kaiser clients. It is difficult for clients to cross county lines and transfer multiple times for these types of medical appointments.Senior Support Program Volunteer Driver Service is critical in trying to keep up with this need.