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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br />How far in advance is a rider required to cancel a trip before a no show is counted? Describe <br />these for each type of trip below. What is your policy concerning riders with repeated no <br />shows or late cancellations? <br />Individual Trips- Subscriptions (Standin Og rders): <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. Prior to suspension riders are verbally <br />counseled and written warnings are issued. Every effort is made to educate and assist our <br />riders and, to date, we have not found it necessary to suspend service to any of our riders. <br />Individual Trips- Same Day Trips: <br />NA <br />Group/Pro rg am Trips: <br />NA <br />Resuonse: See above. <br />What is the maximum and average time between receiving an application and enrolling an <br />applicant in the program? <br />Resiponse• <br />Average Enrollment Time - 7 working days <br />Maximum Enrollment Time - 14 working days <br />Is there a waiting list? If so, what are the policies that apply to it? How many people are on <br />it? What is the averal;e wait? <br />Response• <br />None <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 />Response• <br />• Surveys <br />• Customer Comment Cards <br />• Complaint Log <br />• Feedback gathered through workshops and other outreach efforts. <br />G:\Oliver\Paratransit\FY 2010-11\MB Annual Program Application Cover FYIOI l.doc <br />Page 7 of 17 <br />