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City and County of San Francisco
Municipal Transportation Agency

Operations & Customer Service Committee (OCSC)

Regular Meeting Minutes

Monday, September 17, 2007 at 3:00 p.m.
1 South Van Ness Avenue, Conference Room 3075
San Francisco, California

1. Call to Order / Roll Call
Chairperson Joan Downey called the meeting to order at 3:03 p.m.

OCSC Members Present at Roll Call: Joan Downey (Chair), Mary Burns, and Norman Rolfe.

OCSC Members absent: Daniel Murphy

MTA CAC Members, not on this committee, but also present: None

MTA Staff (San Francisco Municipal Railway [Muni] and Department of Parking and Traffic [DPT]) Present: Mary Travis-Allen (MTA PSR), Joy Houlihan (Director of the MTA Customer Service Center), and Nancy Alfaro (311 Call Center – Deputy Director), and Debra Reed (MTA CAC Secretary).

Community Representatives Present: None

2. Adopt Minutes of July 16, 2007: The July minutes were unanimously approved.

3. Public Comment – Concerning any issue within the jurisdiction of the Committee and not noted on the agenda:


4. Report of the Chair: Joan Downey

Ms. Downey was contacted by Javad Mirabdahl (MTA Planner) regarding replacing the N-Judah stop west of Cole Street and re-establishing the stop east of Cole Street. There would be a public meeting on September 27, 2007.

5. Operations Update (Discussion/Action) Jim Kelly

Mr. Kelly stated that Global Projection System tracked individual vehicle performance, whereas traffic checkers track headway frequencies between vehicles at a particular stop. Mr. Kelly stated that the shortage of rail drivers continues to be a problem.

Ms. Downy pointed out that the CAC asked that transit performance be measured by headway results instead of by schedule adherence.

Questions and Comments from the OCSC

Norman Rolfe requested information regarding the number of inspectors. Mr. Kelly stated that the budget adequately supports 200 inspectors, which includes instructors, dispatchers, street and terminal departure monitors however, an additional 100 inspectors are needed to achieve the 85% on-time goal.

Joan Downey asked about duties performed by street inspectors. Mr. Kelly stated that training for transit inspectors has been rudimentary and more training is needed, such as customer service, basic supervisory skills, employee management tools, etc. Mr. McDonald and Mr. Wilson are looking into training courses for inspectors. Ms. Downey suggested changing the title “Inspector” to “Transit Supervisor.”

6. Passenger Service Report (PSR) update: statistics; effects; what happens to PSRs not specific to an operator? (Discussion/Action) Mary Travis-Allen

Ms. Travis-Allen reviewed the 2007 monthly complaint report. PSRs that are not specific to an operator are viewed as informational and are forwarded to street supervision. Cases that are specific to an operator may involve counseling or other support services such as retraining or enrollment in the Employee Assistance or Ambassador programs. Progressive discipline would be applicable if problems continued and only after all other steps had been exhausted. Ms. Travis-Allen stated that Mr. Ken McDonald has been looking at programs and training to improve skills.

7. 311 Center: How many calls? Change from Muni line in number and type of calls? What is the training of the operators? Have there been any complaints? If so, what about? (Discussion/Action) Joy Houlihan and Nancy Alfaro

Ms. Houlihan distributed a Passenger Service Report (PSR) chart reporting monthly data for 2007. The 311 Call Center processed over 824,000 calls between April and September 2007, including 673-MUNI calls. 311 would soon be accepting calls for abandoned vehicles, damaged street signs, and other requests.

It took several months order to build an extensive knowledge base at 311 to answer the most frequently asked questions of every city department. While 65% of calls received were Muni-related, 311 also accepted calls regarding property tax assessment, marriage licenses, and birth and death records. More difficult questions are forwarded to a content team for response within two days.

Joan Downey asked about cell phone users calling 311. Ms. Alfaro stated that 311 has agreements with all major cell phone carriers. Callers within San Francisco should have no problem. There have been few complaints, mostly with respect to receiving inaccurate information.

8. Staff responses for Recommendations and Information Requests (Discussion/Action)


9. Committee Members’ Questions/Information Requests: (Discussion/Action)


10. Schedule Upcoming Meetings and Agenda Items: [Attachments] (Discussion/Action)
Next regular meeting: October 15, 2007, at 1 South Van Ness Avenue, Conference Room 3075, at 3:00 p.m.

11. Adjournment: 4:33 p.m.

Respectfully submitted by:
Debra J. Reed
MTA CAC - Secretary

Accessible meeting policy – One South Van Ness Avenue

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