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Page 14 of 25 <br />Alameda CTC Annual Paratransit Program Plan Application <br />Application Period: July 1, 2025 - June 30, 2026 <br /> <br />transportation provider keeps staff apprised of their findings, and staff typically <br />communicates that information directly to the rider. If requested, complaints will <br />remain anonymous. <br /> <br />Staff also meet with the service providers as needed, but at a minimum, on bi- <br />monthly basis to discuss the program and any service-related issues. <br /> <br />Staff receive recommendations/commendations in the same manner and share <br />with contracted service providers. <br /> <br />A. Describe any common or recurring service complaints, commendations <br />and/or suggestions your program has received. Specify for each of the <br />paratransit projects and programs listed in Attachment Table B. <br />(Complaints are defined as phone calls, letters, or emails received for the <br />specific purpose of making a complaint.) <br />A complaint we have received is that drivers are not stopping at stops. We do <br />not know if it is because the shuttle stops coincide with ACTC stops and drivers <br />do not think participants are waiting for the shuttle. <br /> <br />FLEX RIDES On Demand riders have also complained about the confusion with <br />the service fees outlined in their payment statement. <br /> <br />B. Describe any changes you have made to your program as a result of <br />these customer complaints, commendations and suggestions. <br />Program staff met with transportation provider (MV Transportation) leadership <br />about drivers not stopping at designated stops. MV Transportation leadership <br />confirmed that drivers will stop at every stop and will address patrons that are <br />waiting to confirm if they are participants. <br /> <br />Regarding the confusion with service fees, program staff met with the <br />transportation provider (GoGo Technologies) management, who confirmed that <br />the dispatch personnel was providing the FLEX RIDES On Demand riders <br />information that is not relevant to them given their participation in the program. <br />GoGo Technologies management confirmed that dispatch personnel will <br />receive proper guidance to prevent future confusion regarding fees. <br /> <br /> <br />EXPECTED DEMAND/USE OF SERVICES <br />15. How many people are/have been/will be registered in the program during the <br />following time periods? Fill in the boxes below. <br /> <br />Registrants at beginning of FY 2023-24 203 <br />Registrants at end of FY 2023-24 657 <br />Current Registrants for FY 2024-25 617 <br />Projected Registrants for FY 2025-26 679 <br />