Compliance Coordination Committee
Meeting # 1 April 08, 2013

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Meeting Kickoff

Ms. Gricelda Cespedes, Chairperson, called the meeting to order at approximately 10:00 a.m.  She reviewed the purpose of the Compliance Coordination Committee (CCC) meeting, which is to inform customers about MTA New York City Transit’s efforts to make travel within the system more accessible. The focus of these meetings is to provide information about current New York City Transit (NYC Transit) projects and programs.

The chairperson stated that the Compliance Coordination Committee meeting also serves as a forum for our customers to voice their opinions, concerns, and recommendations regarding travel within the system.

The chairperson stated that individual issues and concerns would be addressed later within the departmental breakout session.


After a few housekeeping details, the chairperson introduced the co-chairperson.

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Featured Presentation

Mr. Thomas Charles, Vice President, Paratransit Division, Department of Buses, presented: on the programs and initiatives that have been piloted, tested, or about to be released.  Additionally, he presented on recently introduced initiatives that are ongoing.

Paratransit conducts an annual customer satisfaction study conducted by an independent group that makes phone calls to a sampling of the registrants, including car service and taxi.  Mr. Charles stated that there were some high marks for the value of service in relation to cost.
Mr. Charles also stated that the assessment of the study indicated increased safety with regard to bus operators.

Automatic Vehicle Locator Monitoring (AVLM) is proving to be a very useful tool.  No-shows have been steadily decreasing.  Drivers are getting to their destination instead of getting lost.  Paratransit continues to train dispatchers and supervisors.
 
Technology is very fast-paced and difficult to stay up-to-date. Paratransit is introducing some technology such as apps that may help some customers with their planning and reserving of trips.

NYCT will be introducing a separate MetroCard for Paratransit customers to use due to increased ADA accessible stations.  Its not an either/or for access-a-ride users, but rather another option and incentive to make use of accessible fixed route service.  The intent is to give all Access-A-Ride users this MetroCard.  There are currently 170,000 registrants.  Each customer will be given four swipes per day.  An additional four swipes will be included on the registrant’s card for a Personal Care Attendant (PCA).

The use of email has increased, from 1% in 2006 to 9% in 2011.  There has been a significant increase in call volume in call centers.  Automated communications to customers go out to inform customers of situations, especially in emergencies.

In December 2012, Global Contact Services became the new firm selected as the Paratransit call center to handle calls.  It’s much different from a consumer or utility call center, as specific ADA requirements must be met. 
Global Contact Services began handling calls April 1, 2013 after a three-month training process.

The Interactive Voice Relay (IVR) gives customers the opportunity to book reservations either by phone or online. The IVR system is automated and integrates the functions with Paratransit’s scheduling and GPS system; This system continues on a test basis.  With IVR, customers receive communications regarding holiday schedules.  IVR customers receive notifications by phone, email, text or SMS.  It is up to the customer how they want to be notified.

Guest Presenter

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Open Forum, and Questions and Answers (Q&A) Session

The chairperson opened the forum to a general discussion and a Questions and Answers (Q&A) session.  The chairperson and representatives from other NYC Transit departments addressed these questions.

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Departmental Breakout Session

The chairperson announced that the Departmental Breakout Session will be moved to the last item on the agenda.  Feedback from the previous meeting showed the breakout session was well received.  Departments
representing the breakout session include the Department of Buses; Paratransit (Access-A-Ride), Department of Subways, Reduced-Fare MetroCard, and the Office of ADA Compliance.

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Key Station Update

The chairperson gave the Key Station update.  To date, we have completed 80 Key stations and 19 non-key stations. This includes Bleecker St. and Broadway-Lafayette station on the 6, B, D, F, and M Lines that was recently made accessible in the last quarter of 2012. We are proud to say we are about 2 years ahead of Voluntary Compliance Agreement (VCA) to complete 100 stations by 2020.  There are 5 stations that are in construction, 6 in design, and 9 in the planning stage.

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Closing Remarks

The chairperson informed attendees that the Office of ADA Compliance would announce the next CCC meeting at least one month prior to the meeting date.  The chairperson thanked everyone.

Chairperson

Departmental Breakout Sessions

For approximately 20 Minutes, department representatives addressed individual issues and concerns within this format.  Attendees received this format very well, as they did last meeting.