Paratransit Coordinating Council (PCC) > March 31, 2010, minutes
PCC Executive Committee Members Present: Stu Smith, Chair; Olivia Santiago, Vice-Chair; Marian Gan, SecretaryAmeur Kallel; Byron Yan; Cheryl Damico; Erma Brim; Genya Ehrlich; Griff Humphrey; Iona Lawhorn; John Lazar; Kaye Griffin; Melecio Torres;; Pam Martinez; Roland Wong; Ruach Graffis; Ruth Lawner; Sandra Fancher; Scott Blum; Yetta Miller
PCC Members and Guests: Jane Bolig, DeSoto; Sharon Atkins; John Busskohl, Tectrans/MPT; Valerie Flores, Tectrans/MPT; Martin Smith, Luxor; Naran Laneve;
PCC Executive Committee Member Excused: Jeanne Lynch; Joseph Flanagan; Claudia Grubler; Gilda Chico; Jacy Cohen; Laurie Graham; Patrick McCollum;
Paratransit Broker: Aaron Bonfilio; Marc Soto; Tulay Atalay;
SFMTA: Jeffrey Banks
Read and Approve Agenda
Stu Smith called the meeting to order at 10:35 am. Marian Gan read the agenda.
John Lazar asked for a taxi item to be added to the agenda.
The agenda was motioned/seconded/passed (M/S/P) as amended.
Approve minutes of February 24, 2010 meeting
The minutes were motioned/seconded/passed (M/S/P) as presented.
Paratransit Broker Report
Marc Soto provided the following report:
Debit Card Update
The Broker’s office is in the final phase of completing the Debit Card implementation. At this juncture, the Broker’s office reports that the most common problems are that people forget to add value to their card, and the noticeably large number of manual transactions being conducted by some drivers. With the new system, the Broker can track all manual transactions. Often the same drivers are running manual transactions. The customer Interactive Voice Response (IVR) system has been updated and is now available 24 hours a day, 7 days a week, for customers to check balances, check their next purchase date or report a lost or stolen card. Marc Soto reminded people that when people call to report a lost or stolen card, their card will automatically be deactivated until they receive a new card. This week the Broker will launch a special IVR for activation of new debit cards issued as replacement cards for recertified customers or lost/stolen cards. When a customer is recertified, they will receive a new card in the mail and they will have to activate the new card. Everyone will get a letter with the new card. There were some trademark problems with the name SF TaxiCard so the debit card will be called SF Paratransit Debit Card. This change is being made in all materials where the card is described or informational materials are available.
Cheryl Damico asked whether customer will have to pay $5 for a replacement card if lost or stolen. Marc responded that everyone is allowed one free replacement. Kaye Griffin stated that when using her debit card, the ITE says she has no money on the card. Marc stated that every time a card is swiped with a zero balance, the Broker sees that transaction. He added that he would look into Kaye’s concern. Marty Smith stated that Luxor has been receiving a lot of cards from customers that are not working and drivers are being directed to the IVR. Marty stated that the computer transaction requires 45 seconds to approve a card. Marc responded that the Broker would sit down with Luxor to talk about specific drivers who are manually running the transactions. Marc Soto stated that the Broker had issued a Rider Alert to paratransit taxi customers with instructions on using the debit card. Pam Martinez stated that the Broker has worked closely with Yellow to fix problems that come up and train drivers. Yetta Miller stated that though she sometimes requested the tip, her receipt would read zero in the tip line. Marc stated that drivers have to hit the correct key to have the tip added. Melecio Torres stated that he had taken a taxi ride and when the driver card swiped his card, the receipt said there was no cash in his account, and so he paid with scrip. Genya Ehrlich stated that she had experienced very good service from Luxor over the last two weeks. Jane Bolig stated that DeSoto had two experiences where the passenger said there was money on their cards but the debit card machine would say there wasn’t any. Marc responded that the Broker could look at any issue with any customer to resolve discrepancies or problems. Jane expressed concern about the time involved in running a manual transaction when drivers are in a bus zone. Ruach Graffis asked if the SFMTA could try to get a taxi zone with a curb cut in bus zones at every BART station, hospital and medical office. Stu Smith suggested that the PCC draft a letter to sent to the SFMTA. Ruach stated that she would draft a letter. Marc Soto stated that he would write an email to bring the issue to the city’s attention.
Trapeze Software Implementation Update
The Broker has transitioned to the Trapeze PASS software for routing, scheduling and data management. The Broker has issued a conditional acceptance of their product. There are six or seven open items that need to be resolved before full system acceptance can occur. There were major transitional changes for some customers, mostly with trip scheduling, and the Broker is working with MPT to address them. The issues for customers included trip time negotiation and concerns about the routing and long trip times. The Broker is working with Olivia Santiago to address some concerns with patrons at City College. A special meeting will be set up. Marc Soto stated that all in all, the transition to Trapeze PASS has not been as bad as other transitions he had experienced.
Olivia Santiago stated that there were several trips that were cancelled after they had been reserved.
Shopping Shuttle Implementation Update
The name of the Shopping Shuttle service also faced a trademark concern and so the name was changed to “Shop-A-Round.” The service will start with the targeted public housing sites and neighborhoods around mid-April to early May. In the meantime, outreach is being conducted to generate interest and register clients. Centro Latino and MPT were selected through a competitive process to provide the shopping trips. Marian Gan asked how many bags clients of the shopping shuttle would be allowed. Marc responded that drivers would be required to help with up to three bags belonging to clients.
Emergency Planning Update
Willdan Homeland Solutions was contracted to create the Paratransit Emergency Preparedness Plan. Drafts of all plans have been provided including the Systems Security and Preparedness Plan, the Emergency Operations Plan and Standard Operating Procedures, the System and Security Management Plan and a Passenger Excerpt. The SFMTA, Broker, Providers and a subcommittee of the PCC have provided feedback on the plans which will be compiled and forwarded to Willdan on Friday. Final edits will be submitted to SF Paratransit by the end of next week so that final comments can be sent by mid-April. The finalized plan is expected from Willdan by the end of April.
Marc Soto reported that Kevin McNay, who had worked as Manager of Passenger Relations at SF Paratransit since the start of Veolia’s contract to manage SF Paratransit, would be leaving. Marc offered everyone’s heartiest thanks to Kevin’s for his help in being a liaison to and building relationships with the community and doing so much outreach to passengers. A new position called Director of Operations has been created with more responsibility and Veolia is hoping to hire someone very experienced in paratransit operations. Another Field Monitor position has been created to focus exclusively on taxi issues.
Marc introduced John Busskohl, Chief Operating Officer of Tectrans. John Busskohl stated that Matt Yamashita had left MPT and Ameur Kallel will take over as General Manager at MPT. John also stated that Val Flores would be the regional vice-president and to whom Kallel will report.
Kaye Griffin stated that since the debit card was implemented, the wait at the Paratransit broker office is always at least 30 minutes. Byron Yan asked if PCC members could see the plan for the Shopping Shuttle in order to communicate with others. Marc Soto responded that they would see what materials they could send Byron immediately. Byron also commented that since the Trapeze transition he has had difficulty getting picked up at his requested times because of trip time negotiation and has also experienced excessively long trips because of the routing of the vans. Marc Soto stated that trip time negotiation was here to stay but that they would be monitoring it and are willing to consider opening up the offerings to three options instead of just two if it was necessary. Roland Wong stated that he had experienced much better service from Mobility Plus in the last week.
Election to PCC Executive Committee caucus vacancies
Naran Laneve was nominated by Marian Gan to run for a vacancy in the Unaffiliated Disabled caucus. Naran Laneve was elected to the PCC Executive Committee in the Unaffiliated Disabled caucus.
Report from the March 3, 2010 PC&O SF Access Subcommittee
Roland Wong read the following report.
Ruach Graffis stated that new pilot bicycle lane on Market Street between 9th and 10th Streets makes it impossible for taxis to pull into the north curbside of Market. Ruach stated that people with disabilities have to walk across an entire lane of traffic to the second lane of traffic to get a taxi. Stu Smith recommended that the PCC write a letter to the SFMTA Board of Directors and Department of Parking and Traffic, and put on the agenda for the next meeting of the PCC. Ruach agreed to draft the letter for the next PC&O Taxi Ramp Taxi subcommittee meeting.
Ruach Graffis announced the Cesar Chavez parade on Saturday, April 10.
Jeffrey Banks made the following announcements:
The next PCC meeting will be held on
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