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Alameda County Transportation Improvement Authority <br /> Special Transportation for Seniors and People with Disabilities <br /> <br /> What is the maximum and average time between receiving an application and enrolling <br /> an applicant in the program? <br /> <br /> Applications are processed within two (2) days after they are received. Applications are <br /> accepted by mail, walk-in, fax, or e-mail. During FY 2003-04, there were 239 new clients <br /> registered in the system. It is our estimate that at least 250 new riders will register for the <br /> service in FY 2005-06. <br /> <br /> Is there a waiting list? If so what are the policies that apply to it, how many people are on <br /> it, and what is the average wait? <br /> <br /> There is currently no waiting list. <br /> <br /> Describe how you will measure customer satisfaction, for example, by participating in a <br /> county-wide rider survey, tracking customer comments, or other means. <br /> <br /> PPS uses the following three (3) tools to measure customer satisfaction: <br /> <br />1. Annual evaluation--An annual written evaluation is mailed to every client and includes <br />space for both complaints and commendations. The user is provided a free ride for <br />completing the evaluation, and ail results are tabulated and reviewed by staff and the PPS <br />Task Force. The Task Force provides recommendations to staff regarding this annual <br />review process. For the FY 2004-05 survey, additional questions were added asking why <br />people no longer use the service. <br /> <br />2. Ongoing cutomer phone calls and/or letters received by PPS staff or other City of <br />Pleasanton employees. The buses have, in large print, the PPS phone number painted on <br />them. This advertised phone number is one of the best sources for customer feedback. <br />These calls or correspondence are routed to the PPS Supervisor and quickly resolved. <br /> <br />3. The City of Pleasanton also provides customer feedback cards throughout all its <br />departments and programs. These cards are reviewed by the City management team and <br />shared with the specific programs. <br /> <br />An example of customer feedback came from the PPS Task force, which requested a <br />simple one page flyer be created and used as a marketing tool for the program. This flyer <br />has been designed and sent to numerous local senior housing units, doctors' offices and <br />public agencies. <br /> <br />Describe your complaint and commendation process. Please describe your process from <br />beginning to end, including instructions provided to customers for filing complaints or <br />commendations, your documentation procedures, your follow up and any changes you <br />have made to your program as a result of customer complaints and commendations. <br /> <br /> Page 7 of 15 <br /> <br /> <br />