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Page 8 of 21 <br />Alameda CTC Paratransit Program Plan Application <br />Application Period July 1, 2014 through June 30, 2015 <br /> <br />11A. Do you expect your program registration to increase, decrease or stay the same <br />compared to the current year, FY 13-14? Why? <br /> <br />The number of registered riders has remained consistent over the last three years. The last time <br />our rider numbers increased significantly was after the opening of the Senior Community Center in <br />April 2011. Since then, the number of registered Flex shuttle riders seems to remain consistent. <br />However, we are hoping to have an increase in program registration in FY 14 – 15 due to the <br />opening of the San Leandro Kaiser Hospital. <br /> <br /> <br />12. Do you expect the total number of one-way trips provided by your program to increase, <br />decrease or stay the same compared to the current year, FY 13-14? Why? <br /> <br />We expect the total number of one-way trips to increase slightly due to the opening of the new San <br />Leandro Kaiser Hospital. We anticipate many San Leandro residents who are currently traveling to <br />the Hayward Kaiser Hospital to start using the San Leandro Kaiser Hospital for their medical needs. <br /> <br /> <br /> <br />CUSTOMER SATISFACTION <br />13. Describe your complaint and commendation process. Describe your process from <br />beginning to end, including instructions you provide to customers for filing complaints or <br />commendations, your documentation procedures and your follow up. <br />(See questions 13A and 13B that follow) <br /> <br />We take complaints very seriously, handle them on an individual basis, and respond to them <br />immediately. Consumers typically make complaints by calling the paratransit coordinator or talking <br />to the paratransit coordinator in person. We maintain an up-to-date complaint log. We obtain <br />complete incident information from the rider directly, and contact our service provider <br />immediately if deemed appropriate. Our contract with the transportation provider requires a 24 <br />hour response to all complaints. Our transportation provider keeps us apprised of their findings, <br />and Senior Services typically communicates directly to the rider with that information. If requested, <br />complaints will remain anonymous. <br /> <br />We also meet with our service provider in person when needed, but at a minimum we meet semi- <br />annually to discuss the program and any service related issues. <br /> <br />We take commendations in the same manner. Usually paratransit riders will call the Paratransit <br />Coordinator directly with positive feedback. They also give positive feedback to staff in person. <br /> <br />