[Colorado-Talk] Initial thoughts: RTD Performance, Safety, and Planning Committee meeting

Jordyn Castor jordyn2493 at gmail.com
Thu Sep 12 17:17:26 UTC 2024 

Here is the presentation given to the committee last night. I put it through Chat GPT to extract the text for our reading pleasure. Not much different from the peer review though, except timeline dates. I agree with Tim, maybe we should have a separate group to stop spamming CO talk :)

Jordyn


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Slide 1:
Paratransit Peer ReviewFINAL REPORT AND NEXT STEPS
September 5, 2024

We make lives better
through connections.
Debra A. Johnson
General Manager and CEO
Fred Worthen
Assistant General Manager, Bus Operations
Stuart Summers
Chief Communications and Engagement Officer

Graphic Descriptions:
SmartArt graphic depicting a hierarchical organization structure, with the CEO at the top followed by various department heads, represented by interconnected shapes and lines.
Image showing a collage of Access-a-Ride vehicles with drivers assisting passengers in wheelchairs. The vehicles are branded with RTD logos and appear in a cityscape setting with buildings and greenery in the background.

Slide 2:
Outline
2

September 5, 2024


Slide 3:
Paratransit Peer Review

Slide 4:
Peer Review Background
GM/CEO commissioned a paratransit peer review in February 2024
Facilitated by the American Public Transportation Association (APTA)
Led by industry paratransit subject-matter experts
Review RTD’s paratransit operations and services 
Commenced in April 2024
Examined and reviewed Access-a-Ride and Access-on-Demand programs
Assessed strengths, opportunities, and potential improvement areas
On-site portion was conducted in May 2024
Panelists interviewed staff, contractors, paratransit customers, and community stakeholders

Slide 5:
Peer Review Focus
Identify best practices employed by similar transit agencies, including for demand-response programs
Model program parameters, including responsible cost controls and sound customer-facing processes
Review software, hardware, and other tools to ensure optimal service performance and program cost-effectiveness

Slide 6:
Final Report
Final report provided to RTD in August 2024
Outlines several observations and recommendations for assessment and consideration

Slide 7:
Observations and Recommendations

Slide 8:
Assessment of Recommendations
All observations and recommendations must be individually assessed
Determine the viability within RTD’s operating environment
Policy changes related to paratransit service delivery will be brought to the Board for its consideration


Slide 9:
Recommended Initiatives
Develop a clearly stated vision for paratransit to guide priorities in the Access-a-Ride (AaR) and Access-on-Demand (AoD) services
Refresh the AoD program structure to create a financially sustainable option that serves customer needs
Leverage technology and process improvements to streamline daily work to improve staff efficiency, reallocate staff to more impactful work, deliver better service, and reduce costs


Slide 9 Notes:
All RTD Access-a-ride vehicles are 100% accessible.  Eligible customers may reserve trips on Access-a-Ride one to seven days in advance for any trip purpose


Slide 10:
Recommended Actions Summary
Empower staff and contractors to set boundaries on the AoD service in alignment with service mission
Create a technology and data strategy
Reduce compliance exposure by evaluating service area “donut holes,” reevaluate enabling legacy customers outside the ¾-mile fixed-route service area, and review the fare policy to the airport
Evaluate AaR reporting standards for on-time performance, conduct regular checks on data/parameters used for key performance indicators
Identify an “empowered owner” of paratransit who can get into details and lead on policy
Implement software that can automate tasks, including trip caps across all AoD providers and reduce manual oversight of the program
Review contractor management processes and requirements to improve service and streamline operations

Slide 11:
Next Steps and Timelines

Slide 12:
Customer and Stakeholder Engagement
RTD has developed a robust communication and outreach plan to directly engage with registered paratransit customers
In-person and virtual feedback meetings
Customer feedback survey (online and print version mailed to addresses on file)
Webpage and email updates
Communications toolkit: presentation materials, call center scripts, FAQs, media release, and newsletter and social media content
Soliciting feedback from RTD’s customer advisory committees
 
Access-a-Ride Paratransit Advisory Committee (APAC) – Sept. 10
Advisory Committee for People with Disabilities (ACPD) – Oct. 8
Citizens Advisory Committee (CAC) – Oct. 10


Slide 13:
Next Steps

Timeline for Paratransit Peer Review and Next Steps:

1. **September 2024:**
- Individually review each recommendation.
- Launch two surveys: one for current paratransit customers and one for industry partners.
- Solicit feedback from RTD’s customer advisory committees.
- Initiate in-person and virtual feedback meetings for paratransit customers.

2. **October 2024:**
- Continue engaging with customer advisory committees.
- Analyze feedback from surveys and meetings.

3. **November 2024:**
- Close feedback surveys and conclude public engagement efforts.

4. **December 2024 – May 2025:**
- Develop final policy recommendations for the Board’s consideration.
- Identify implementation timelines.
- Share all customer feedback received with the Board.
- Present policy-related recommendations to the Board for consideration.
- Staff work to adopt recommendations and effectuate all Board-adopted modifications.
- Implement major operational adjustments as part of the May 2025 Service Changes.

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> On Sep 12, 2024, at 11:11?AM, Tim Keenan via Colorado-Talk <colorado-talk at nfbnet.org> wrote:
> 
> I agree about JoyAnn; I'm glad she's on the board till 2026. Fred is a manager at RTD, so he's likely to be directly involved in creating these recommendations, along with Deborah.
> 
> But before we get too deep here, should we create a little spinoff list with people in the RTD area so we can communicate to our hearts' content without bombarding this list?
> 
> Would that be easy for our lovely list managers to do -- just create a new list and invite anyone with an interest to sign up? If not, maybe I can create something on Groups.io.
> 
> 'Cuz I think those of us in the RTD area are gonna be doing a whole lot of communicating around this issue.
> 
> 
> Thanks,
> Tim
> 
> 
> 
> -----Original Message-----
> From: Colorado-Talk <colorado-talk-bounces at nfbnet.org> On Behalf Of Jordyn Castor via Colorado-Talk
> Sent: Thursday, September 12, 2024 10:42 AM
> To: NFB of Colorado Discussion List <colorado-talk at nfbnet.org>
> Cc: Jordyn Castor <jordyn2493 at gmail.com>
> Subject: [Colorado-Talk] Initial thoughts: RTD Performance, Safety, and Planning Committee meeting
> 
> Hi there,
> 
> Wanted to offer my initial thoughts on the meeting that took place last night, and hope others will join in. This was my first RTD committee meeting, so forgive me if I don?t remember all the names.
> 
> My main takeaways were:
> ? JoyAnn Ruscha really wants to see numbers and KPI before making decisions. She made great points about how the peer review was only conducted with two Paratransit riders, and they need to see more of the rider?s perspective, given that this program serves us. I think here, filling out the AccessARide/Access On Demand survey that is supposed to come out September 25 is crucial.
> ? The gentleman who answered most of the questions about the re-structuring of the Access On Demand program, Fred Worthington? Seemed extremely focused on making sure the Access ON Demand was known as a ?premium? service. He seems in favor of making the Access on Demand match the Access A Ride program, in terms of 3/4 mile off the fixed route service, and operating during the same hours as fixed-route service.
> ? I think if anyone would have our backs, it would be JoyAnn Ruscha. I think we?d benefit from having conversations with her ASAP.
> 
> ? Would anyone be interested in having a group Zoom or something to discuss strategy and public comments before the board meeting on the 24th? I know, personally, I?d like to gain more historical context on who JoyAnn and Fred are, as well as how the NFB has advocated on behalf of transit situations like this in the past.
> 
> Thanks,
> 
> Jordyn
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