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<br />Alameda Connty Transportation Improvement Authority <br />Special Transportation for Seniors and People witb Disabilities <br /> <br />Group/Program Trips: N/A <br /> <br />14, C\NCELLATlONS AND NO SIIO"S <br /> <br />How far in advance is a rider required to cancel a trip before a no show is counted? What is <br />your policy concerning riders with repeated no shows or late cancellations? <br /> <br />Response: <br /> <br />Riders should call PPS as soon as they know of a cancellation or a change to their <br />reservation. The current cancellation/no show policy states that a rider must call at least 24 <br />hours before the scheduled trip to make a change or cancellation, Repeated no shows or <br />cancellations are important issues for this program. PPS recognizes that emergencies arise, <br />but riders who do not cancel for their trip at least 24 hours in advance will be considered "no <br />show". Riders who have three (3) "no shows" within a three (3) month period may be <br />temporarily suspended from future service. <br /> <br />Staff is currently reviewing the PPS cancellation and no show policy, and will be <br />recommending an update to this policy, in the new fiscal year, <br /> <br /> <br />What is the maximum and average time between receiving an application and emolling an <br />applicant in the program? <br /> <br />Response: <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 2004-05, there were 327 new clients <br />registered in the system. It is our estimate that at least 200 new riders will register for the <br />service in FY 2006-07. <br /> <br />16. ".\ITING LIST <br /> <br />Is there a waiting list? If so, what are the policies that apply to it? How many people are on <br />it? What is the average wait? <br /> <br />Response: <br /> <br />There is currently no waiting list. <br /> <br />17, CUSTOi\IER SynSFACTION <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 />C:\Documents and Settings\pamd\Local Settings\Temporary Internet Files\OLK3\2006-07 annual application.doc <br />Page 7 of 19 <br />