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<br />Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br /> <br />Group/Program Trips: <br />30 days in advance. <br /> <br />14. CANCELLATIONS ANn NO SHOWS <br /> <br />How far in advance is a rider required to cancel a trip before a no show is counted? What is <br />your policy concerning riders with repeated no shows or late cancellations? <br /> <br />Response: <br /> <br />We recognize that emergencies arise, but riders who do not cancel their trip at least 24 hours <br />in advance will be considered a no show. Riders who have three no shows within a three <br />month period may be suspended from service. <br /> <br /> <br />What is the maximum and average time between receiving an application and emolling an <br />applicant in the program? <br /> <br />Response: <br /> <br />Average Emollment Time - 7 working days <br />Maximum Emollment Time - 14 working days <br /> <br /> <br />Is there a waiting list? If so, what are the policies that apply to it? <br />it? What is the average wait? <br /> <br />Response: <br /> <br />No <br /> <br />17. CIJSTOMER SATISFACTION <br /> <br />Describe how you will measure customer satisfaction, for example, by participating in a <br />county-wide rider survey, tracking customer comments, or other means? <br /> <br />Response: <br /> <br />Surveys <br />Customer Comment Cards <br />Complaint Log <br />Feedback gathered through workshops and other outreach efforts. <br /> <br />18. COMPLAINTS AND COMMENDATIONS <br /> <br />G:\OliverIParatransit\FY 2006-07\Cover Annual Submittal FY 2006-07.doc <br />Page 8 of18 <br />