Date post: | 29-Mar-2015 |
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ABQ Ride SunVanCompliance Review Briefing
David RishelDelta Services Group, Inc.
AgendaIntroductionScope of ReviewFindings By SectionDiscussion
Delta Services GroupDavid Rishel
Founding Director NJ Transit ADA Unit Access Link ADA Paratransit
Mayflower Contract ServicesConsultant
Court Appointed ADA Auditor, Detroit Principal consultant in MBTA ADA Settlement Assisting WMATA in major restructuring Assisted RTA Chicago with paratransit consolidation Analyzed ASI LA operations and computerization
Scope of Assessment70 ride observations over 9 days, 41 rides2 observation periods
July and September 20103700 data pointsRecorded own ride and portions of other
observed ridesNo intentional pattern but not statistically
randomMostly Central to NE corridor
Report follows ADA Regulations (49 CFR Part 37)
EligibilityApplication covers required itemsRequired time frames honoredUnwarranted denials unlikelyProcess is too open
Interview does not focus on mobility needsToo much stress on medical verificationVery lax assessment; very easy to “game the
system”Revise process:
Mobility needs based interviewEducate on other ABQ ride accessible options
Service AreaWell beyond ¾ mile requirementFar more service area than required by ADA
Response TimeReservations available daily 8:00 am to 5:00
pmCall throughput generally very good
40 calls, on hold twice (called 8-10:00 AM daily)
Calls generally answered in 4 ringsNegotiation all within +/- 1 hour requirement
41% of calls accepted at time requested41% were within 30 minutes12% 31-45 minutes5% 46-60 minutes
Allowed too many reservations per call
Fares$2.00 paratransit fare is twice the $1.00 bus
fare, as per regulationsCoupon books provide a discount, which is
not required
Trip PurposeNo prioritization by trip purpose, as per
regulations
Hours and Days of ServiceGeneral 5:30 AM to 10:00 PM blanket
coverage time is more generous than the bus system’s schedulesShould be based on when bus service in an
area is operating
Capacity ConstraintsNo Waiting lists
“awaiting placement” is OK but should be watched
On-Time was Ok but could improve+/- 15 Minutes: 78%16-20 Minutes: 14%21-30 Minutes: 5%
No denialsOne missed trip (2%)
Dispatcher was unprofessional
Capacity Constraints cont.Trip Duration reasonable
66% <20 minutes22% were 21-30 minutes10% were >30 minutes, but were long trips
(Coors to Eubank, etc.)If anything, many rides were direct and
seemed to short to be efficient
Non-ADA ItemsFew problems finding passengers (12%),
none missedNo boarding delaysFew cases of drivers failing to assist
passengers (3%)No lift or other bus problems, all buses cleanDrivers failed to ensure seatbelts worn 70%
of timeSecurements always used, though improperly
7%3 cases of drivers having difficulty with
lap/shoulder beltsDriver attitude : 70% friendly, 30% Neutral,
0% hostile
ConclusionsNo ADA compliance violationsVery good service overallOn time performance should be improvedEligibility process should be redesigned and
enhancedBetter assessment of passenger needsLess reliance on medical verificationMore education of other transit options
Questions?