SR 06:103 - Laserfiche WebLink

Alameda County Transportation Improvement Authority Special Transportation for Seniors and People with Disabilities Response: I. Annual evaluation - An annual written evaluation is mailed to every client, and includes space for both complaints and conunendations. The user is provided a free ride for completing the evaluation, and all results are tabluated and reviewed by staff and the PPS Task Force. The Task Force provides reconunendations to staff regarding this annual review process. 2. Ongoing customer phone calls and/or letters received by PPS staff or other City of Pleasanton employeees, The buses have, in large print, the PPS phone number painted on the side. This advertised phone number is one ofthe best sources of customer feedback. Calls or correspondence are routed to the PI'S Supervisor and quickly resolved. 3. The City of Pleasant on also provides customer feedback cards throughout all its departments and programs. These cards are reviewed by the City management team, and shared with the specific programs. An example of cutomer feedback came from the PI'S Task Force, which requested the development of a regular Paratransit Newsletter. Through staff and volunteer efforts, "Around Town with PPS", a quarterly PI'S newsletter has been created and provides clients and the public with up-to-date information on transit news. (Please see Attachment C.) 18, C'O:\IPLAINTS AND COi\II\IE:'IIDATIOi\S Describe your complaint and conunendation process. Please describe your process from beginning to end, including instructions provided to customers for filing complaints or commendations, your documentation procedures, your follow up and any changes you have made to your program as a result of customer complaints and commendations. Response: Program complaints and commendations are directed to the PPS Supervisor, who deals with the concerns/ideas on a one-on-one basis. These types of suggestions/concerns come from a variety of sources, including but not limited to, the annual evalution process, phone calls, City of Pleasant on web site requests, letters, and suggestions from the PPS Task Force. Staff commendations and complaints are dealt with directly by the Supervisor on a one-on- one basis, and are documented in personnel files, These conunents are used as part ofthe employee's annual performance evaluation. 19,PL\NNli\G PROCESS A. List all activities undertaken in connection with this plan, including consumer or public meetings, meetings with other agencies, presentations to boards, commissions or conunittees, and provide general dates for these activities. B. Indicate whether this Ian has been reviewed b a local aratransit adviso C:\Documents and Settings\pamd\Local Settings\Temporary Internet Files\OLK3\2006-07 annual application.doc Page 8 of 19