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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br />How far in advance is a rider required to cancel a trip before a no show is counted? Describe <br />these for each type of trip below. What is your policy concerning riders with repeated no <br />shows or late cancellations? <br />Individual Trips -Subscriptions (Standing Orders): 2 hours <br />Individual Trips -Same Day Trips: N/A <br />Group/Program "Trips: N/A <br />Response• <br />The new PPS missed service policy states that patrons can notify PPS of a schedule change <br />up to two (2) hours before an appointment without being documented as a no show. This <br />policy also provides progressive sanctions for patrons that display a pattern or practice <br />involving intentional, repeated, or regular "missed service" activity. The progressive process <br />ranges from counseling, a written warning, to a three (3) day suspension, and finally a six (6) <br />day suspension. A formal appeals process is specified in the policy to provide patrons with an <br />opportunity to request a reconsideration of a suspension notice. This new policy is consistent <br />with the Livermore Amador Valley Transit Authority's Missed Service Policy, and will assist <br />in minimizing wasted service opportunities. <br />What is the maximum and average time between receiving an application and enrolling an <br />applicant in the program`? <br />Response• <br />Applications are processed within two (2) days after they are received. Applications are <br />accepted by mail, walk-in, or facsimile. During PY 2005-06, 240 new clients were registered <br />and used PPS. In FY 2007-08, it is estimated that 200 new riders will register for PPS. <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 />Response• <br />There is currently no waiting list for service. <br />Describe how you will measure customer satisfaction, for example, by participating in a <br />countywide rider survey, tracking customer comments, or other means? <br />X:AParatransit~Annual Program Application Cover PY0708 March 27, 2007.doc <br />Page 8 of 20 <br />