12 - Laserfiche WebLink

Alameda County Transportation Improvement Authority Special Transportation for Seniors and People with Disabilities Response 1. Annual evaluation - An annual evahiation is mailed to every client, and includes space for both complaints and commendations. The user is provided a free ride for completing the evaluation, and all results are tabulated and reviewed by staff and the PPS Task force. The Task Force provides recommendations to staff regarding this annual review process. 2. On-going customer phone calls and/or letters received by PPS staff or other City employees. 'fhe buses have, in large print, the PPS phone number painted on the side. "Chic advertised phone number is one of the best sources of customer feedback. Calls or correspondence are routed to the PPS Supervisor and quickly resolved. 3. The City 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. PPS staff will be working with ACTIA staff on the upcoming countywide paratransit survey Describe your complaint and commendation process. Please describe your process from beginning to end, including instructions provided to customers for fining 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 the annual evaluation process, phone calls, City of Pleasanton web site requests, letters and suggestions from the PPS Task Force, etc. Staff commendations and complaints are dealt with directly by the Supervisor on a one-on- one basis, and are documented in personnel files. "fhese comments are used as part of the employee's annual performance evaluation. A. List all activities undertaken in connection with this plan, including consumer or public meetings, meetings with other agencies, presentations to boards, commissions or committees, and provide general dates for these activities. I3. Indicate whether this plan has been reviewed by a local paratransit advisory committee. C. Describe any surveys or analysis conducted and staff reports. D. Describe how the planning process is connected to the service plan: how do the services planned correspond to the results of the planning process? X:\ParatransitWnnual Program Application Cover FY0708 March 27, 200Zdoc Page 9 of 20