4. What We Did
Policy options workshops (4)
– Voting on policy options
– Comments/concerns/suggestions
Social service agency forum
Online engagement
– Webpage for proposed policy options
– Contextual video for policy changes
– Email feedback
– Blog comments
Internal engagement (MetroAccess Operators)
5. MetroAccess Policy Changes Workshops
Winters Building
Conley-Guerrero Senior Center
Austin City Hall
ACC South Austin
7. How We Spread the Word
Passenger notices on MetroAccess vehicles
MetroAccess call-out system
Email
– MetroConnections newsletter
– Partner organization newsletters
Letter to social service agencies
Surveys in MetroAccess breakroom
9. Who Participated
Policy Workshops 206 Attendees (190 participants)
Social Services Forum 27 Attendees
Email/Blog comments 17 Comments
Operator Surveys 43 Responses
10. C
en
S tr
ou al A
th us
ea tin
S st
ou A
th us 18%
w
87% Response Rate
es tin
N tA
or
th
13%
us
ea tin
N st
or
th A
us
w tin
es
tA
Policy Workshops: Area of Residence
us
tin
Le
an
20% 20% 21%
de
r
M
0%
an
or
D
el
1%
V
al
le
O
2%
th
er
4%
11. Policy Workshops: Capital Metro Services Used
92% Response Rate
85%
43%
7% 7% 7%
4%
MetroBus MetroExpress MetroRail MetroAccess M etro I Don’t Use
RideShare Capital Metro
13. What We Heard: Overall
Strong preference for no change
Concern regarding details of policy implementation
Fear of losing eligibility/mistrust
General understanding of need to reduce costs
Willingness to pay more for premium services
14. Policy Workshops: Service Standard (Level of Service)
36% Response Rate
Curb to Curb for
All
3%
Curb to Curb
with Door to
Door Option
97%
15. Service Standard (Level of Service)
Comments
– Notification of vehicle arrival
– Waiting in elements
– Customers need to be made aware of options
Suggestions
– Charge a higher fare for door-to-door service
16. Policy Workshops: Paratransit Service Area
38% Response Rate
¾ Mile
Service Area
25%
¾ Mile
Service Area
w/ transition
plan
75%
17. Paratransit Service Area
Comments
– Difficulty moving into the service area
– Should serve all CMTA taxpayers
– Notification of service area changes
Suggestions
– Serve entire CMTA taxing district
– Charge premium fare for service outside ¾ mile
– Taxi vouchers for service outside ¾ mile
– Partner with social service agencies for van service outside ¾
mile area
18. Policy Workshops: Eligibility for Paratransit Service
30% Response Rate
In-person
interview AND
functional
In-person assesment by
Interview AND CMTA
functional 25%
assessment
by 3rd party
46% In-person
interview by
CMTA,
Functional
Assessment
by 3rd Party
30%
19. Eligibility for Paratransit Service
Comments
– Loss of eligibility for MetroAccess service
– Capacity of MetroBus service, especially for wheelchairs
– Bias of CMTA and 3rd party contractor in determining eligibility
– Individual and their personal doctor know their condition best
Suggestions
– Keep current process, but revise application to provide more
information
– Permanently disabled customers should not have to recertify
20. Policy Workshops: Open Returns
38% Response Rate
Eliminate
Open
Medical & Returns
Travel 3%
Return w/
Est.
89%
Medical
Only w/
Est.
8%
21. Open Return Policy
Comments
– Cannot estimate return time for medical, travel and jury duty
– Safety of passengers waiting for return trip
Suggestions
– Expand eligible trips to include church, public meetings and jury
duty
– Use taxi vouchers to replace open returns
– Charge higher fare for open returns
22. Policy Workshops: Taxi Voucher on Request
28% Response Rate
Eliminate
Voucher Transition
Program to Smart
11% Card w/ $10
Share
39%
New
Program w/
no trip limit,
but limit on
number of
vouchers
50%
23. Taxi Vouchers on Request
Comments
– Details of policy option implementation - e.g. Option 2 – hoarding
of vouchers
– Should maintain vouchers for medical and grocery trips
– Loss of convenience and regular driver
– Fairness for wheelchair customers
Suggestions
– Eliminate vouchers and expand open returns
24. Policy Workshops: Call Center Operations
30% Response Rate
8-5
(1 day
window)
12%
8-5
(3 day 8-5
(2 day
window)
window)
85%
2%
25. Call Center Operations
Comments
– 8 – 5 is not convenient for customers’ work hours
– IVR is not functional
– Hold times could be increased and customer service degraded
Suggestions
– Incentive for using IVR or online form
– Longer hours on some days
26. Policy Workshops: Usefulness of Policy Workshops
51% Response Rate
36% 36%
18%
9%
Very Useful Useful Not Very Not Useful at
Useful All
