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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <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 />Resaonse• <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 />Resuonse <br />1. Annual evaluation - An annual evaluation is mailed to every client (871 riders for FY <br />2007-08), and includes space for both complaints and commendations. The user is provided a <br />free ride for completing the evaluation, and all results are tabulated and reviewed by staff and <br />the PPS Task force. The Task Force provides recommendations to staff regarding this annual <br />review process. <br />2. On-going customer phone calls and/or letters received by PPS staff or other City <br />employees. The buses have, in large print, the PPS phone number painted on the side. This <br />advertised phone number is one of the best sources of customer feedback. Calls or <br />correspondence are routed to the PPS Supervisor and quickly resolved. <br />3. The City also provides customer feedback cards throughout all its departments and <br />programs. These cards are reviewed by the City management team, and shared with the <br />specific programs. <br />PPS staff worked with ACTIA staff on the recent (2007) countywide paratransit survey. The <br />countywide study found that Pleasanton riders rated the PPS program very highly. <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 have <br />made to your nro~ram because of customer complaints and commendations. <br />Resnonse• <br />Program complaints and commendations are directed to the PPS Supervisor, who deals with <br />the concerns/ideas on a one-on-one basis. These types of suggestions/concerns come from a <br />variety of sources, including the annual evaluation process, phone calls, City of Pleasanton <br />web site requests, letters and suggestions from the PPS Task Force, etc. <br />Page 10 of 23 <br />C:\Documents and Settings\pdeatonU.ocal Settings\Temporary Internet Files\OLK3\Annual Program Application Cover FY0708 Mazch 31 <br />2008.doc <br />