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PCC Executive Committee Meeting

February 16, 2011

711 Eddy Street, San Francisco

PCC Executive Committee Members Present: Cheryl Damico, PCC Chair; Joseph Flanagan, PCC Vice Chair; Marty Smith, PCC Secretary; Ameur Kallel; Claudia Grubler; Fred Lein; Gilda Chico; Jacy Cohen; Jane Bolig; Byron Yan; Jane Redmond; John Lazar; Pam Martinez; Ruach Graffis; Russell Green; Scott Blum; Ursula McGuire; Melecio Torres

PCC Members and Guests: Laurie Graham; Valerie Flores; Kevin Hayes; Troy Barnes; Silas Telfor; Jon Canapary

PCC Executive Committee Member Excused: Griff Humphrey; Jeanne Lynch; Roland Wong; Olivia Santiago; Stu Smith

SF Paratransit staff: Marc Soto; Paul Okunewitch; John Sanderson

SFMTA: Kate Toran; Annette Williams

Cheryl Damico, PC&O Chair, called the meeting to order at 10:40 am. 


Read and Approve Agenda

Marty Smith, PCC Secretary, read the agenda. The agenda was motioned/seconded/passed as amended, with Item 8, “Report on 2010 Customer Satisfaction Survey” moved up after Item 4, “Comments from the Chair.”

Approve Minutes of January 12, 2011 meeting

The minutes were motioned/seconded/passed as presented.

Report on 2010 Customer Satisfaction Survey

Annette Williams introduced Jon Canapary, Executive Vice President of Corey Research, a full service, independent research firm.

Jon stated that Corey Research has conducted the SF Paratransit Customer Satisfaction Survey nearly every year since the first benchmark survey was conducted in 2001.  Tracking surveys are conducted annually, budget permitting, to track on-going customer satisfaction with paratransit services over time.  A small subcommittee of the PCC reviews the survey instrument annually, and generally, the survey instrument remains the same, although small changes or updates have been added.  This year, a few questions about the paratransit debit card were added.

The surveys are conducted professionally by phone interview.  The calls for the 2010 survey were made between November 9 and December 11.  Past surveys have been generally conducted in May/June, and Jon stated that conducting the survey in a different season could have had some impact on the survey results.  For this survey, Corey Research completed 477 interviews among all users of SF Paratransit.  Active riders are selected randomly to participate.  The interviews are conducted in English and other languages as needed, including Spanish, Russian, Chinese, and Vietnamese.  Some interviews are conducted with an attendant or family member, if the SF Paratransit customer is unable to complete the interview due to a cognitive disability.

Jon then reviewed the key findings from 2010, which were detailed in the Executive Summary and included in the agenda packet.  The 2010 overall findings have generally declined and are similar to 2007, although many aspects of customer satisfaction are quite high.  For example on the surveyed trip, 86% rated the quality of service excellent or good.  The overall satisfaction rating for the Paratransit Broker is 81%, which is down from 87% in 2008 and 2007.  Jon noted that there were more respondents who replied, “Don’t Know” to the question about satisfaction with the Broker’s office and that brought the overall satisfaction rating down.

John Lazar asked the reason for the overall decline in satisfaction.  Jon Canapary responded that it could be related to the difference in the weather in November/December as compared with May/June.  The rainy season impacts availability of taxis.  Annette added that the SF Paratransit program also had two major transitions that could have impacted satisfaction: 1. implementation of the paratransit debit card and 2. implementation of Trapeze routing and scheduling software, which introduced trip time negotiation between service providers and paratransit riders.  Ruach Graffis added that the fall is the busiest time of year for cab drivers and that may have also negatively affected rider satisfaction.

Marc Soto added that he reviewed all the verbatim comments which are collected as part of the survey.  There are a lot of positive comments and some negative.  Marc stated that he will share the comments with the providers so that they can know what riders are saying and where necessary, work on service improvements.  Marc also noted that there were some improvements in satisfaction in the SF Access service provided by MPT. 

Election of PC&O Chair Coordinator

Ameur Kallel and Pam Martinez were both nominated from the floor for PC&O Chair Coordinator.  Both Kallel and Pam made a brief speech about their qualifications and Kallel was elected Chair.

Election of Non-Profit Provider

Laurie Graham was elected to fill the Non-Profit Provider vacancy, representing the SF Medallion Holders Association.

5310 Grant Process Update

Kate Toran reported that the Caltrans 5310 grant process is underway.  Caltrans released the call for projects in early January, and the applications are due on March 4th.  The grant funds accessible vehicles and transportation related equipment for non-profit agencies serving seniors and people with disabilities.  Typically there is a 20% local match required, but this year, the federal grant will cover the full cost of the vehicles/equipment.  There is a lot of interest this cycle because of the 100% federal funding. Kate Toran held a workshop for potential applicants in early February. 

PC&O Taxi/Ramp Taxi Report, February 2, 2011

Marty Smith read the following report:

I. The PC&O Taxi/Ramp Taxi Subcommittee Meeting was held on February 2nd 2011.  The agenda and the minutes were approved as read.

II. During the Comments from Taxi/Ramp Taxi Providers the group discussed the forthcoming requirements for all cabs to generate electronic waybills and be equipped with rear seat card swipe devices.

III. During the Broker Report Marc Soto discussed/announced the following issues:

• The Cabconnect server migration and service impacts.

• Wireless Edge has received DRAFT  Type Certification from State Department of Measurement Standards

• The RFP process to procure van service for the new contract is underway.

• The taxi scrip program has been entirely closed out as of January 31, 2011.

IV. During Public Comment, the group discussed at length the issues surrounding the new bike lanes on Market Street.

V. The next PC&O Taxi/Ramp Taxi meeting will be held on May 4th at the broker’s office.

After Marty finished the report, Marc Soto added that the group also discussed paratransit riders that request sedans.  Marc added that this topic merits some attention.  Kate Toran added that SFMTA is analyzing ramp taxi pick-up data now that the debit card system has been implemented for over a year, and will likely make a recommendation related to implementing ramp taxi incentives in the next few months.  Laurie Graham stated that the SFMTA’s Taxi Advisory Council discussed the draft bulletin to PCO’s regarding taxi drop offs and pick ups in bike lanes, bus zones and blue zones. 

Paratransit Broker Report

Marc Soto provided the following report:

Van Provider RFP:  The SF Paratransit Broker has cancelled the original RFP process for new van contracts which started in late 2010 due to a number of deficiencies in the proposals received.  A new RFP process is now underway.  On February 14th, the revised RFP and new schedule was re-posted on  It is generally the same RFP with some clarifications. 

Debit Card:  All but 35 In Taxi Equipment (ITE) devices have been delivered.  The remaining 35 ITE are due to arrive from Wireless Edge on February 28.  Once those devices have been received and installed, the debit card project will be at full implementation.  The State Department of Measurement Standards has approved the Wireless Edge ITE device and is in the process of issuing the type certification.  The SF Paratransit office is no longer redeeming scrip.

MPT Service: MPT has submitted goals and objectives to improve service, and they have procured new vans to add to the fleet.  MPT has also hired new staff members.  Hilario is working diligently on routing and scheduling and working to make improvements in the service.  Val Flores stated that MPT is going back to the basics to improve service.  There are new driver selection procedures; MPT has extended driver training from 80 hours to 120 hours; hired a new safety manager; ordered new driver uniforms and is working hard to create a positive work environment.  MPT management meets every other week with Veolia to discuss service issues and needed improvements.


Ruach Graffis stated that some Citywide Verifone ITE have been declining her debit card, even though she has money in her account.  Marc stated that he will work with her to ascertain the problem.

Lurilla Harris stated that all cabs should have handles and that she expects a response when she files a complaint.

The next PCC meeting will be held on Wednesday, March 30, 2011

10:30 a.m. to 12:30 p.m. at 711 Eddy Street

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