Item #1 - Summary of Bus Route Change Process

 

Beginning in October, 2012, City Utilities determined that action was needed to improve the on-time performance of several bus routes that consistently ran behind schedule.  Of primary concern were Lines #5 – S. Glenstone, #7 – S. Campbell, and #9 – S. Fort, as well as the combination routes of #1 and #2 –  Kansas and Dale.  The solution to best address the performance concern was to add an additional route at the far south end of each of the first three of these routes to connect them and take over some of the loops that caused the routes to run behind.  To free up resources for this shuttle, we reviewed other routes for efficiencies.  Changes to coverage were minimal; however, there have been schedule changes in order to address the on-time performance concern.

 

Transit Management held several discussions with drivers and formed a driver sub-committee in November to review and make revisions.  Once recommendations were established, the Fixed Route Advisory Committee met on December 11, 2012, to review those recommendations.  The committee is a 16-member group of passengers, representatives of the disabled community, and a current bus driver.  (Note – Mr. Gary Horchem is a member of that committee.)  Revisions to the routes were made at the request of several committee members.

 

Having received approval from this committee, Transit took the following actions to notify its passengers of the upcoming changes:

 

Posted an overall system map with a narrative summary of changes at the Bus Transfer Station and the Boonville Transit Lobby 
Distributed this map to passengers on buses 
Placed this map on Transit website as a notice of schedule change 
Placed notices on all bus stop signs, benches, and shelters that were impacted by a change 
Placed individual route map cards and schedules at the Bus Transfer Station 
Placed these route map cards and schedules on the appropriate buses 
Posted individual route map cards and schedules on the Transit website 
Began the new South route one week in advance to develop time points and refine the process – this route is free through February as we continue to refine 
Transit Staff and Director rode the bus routes with upcoming changes to talk with passengers 
Launched the routes on January 7, 2013, with drivers paying additional attention to passengers 
On January 7, posted Transit staff at the Bus Transfer Station and on routes to answer passenger questions 
Refined time points for final publication of folded system map 
Developed large print turn-by-turn directions to be sent for Braille translation.  These were completed in January. 
 

Lessons learned:

 

Our manual system of information makes it difficult to make route changes.  If future changes impacting several routes are recommended prior to implementation of software, we will allow more time for creation of documents prior to implementing the change. 

 

Regardless of whether required, we will conduct a public hearing prior to any future changes impacting several routes.

Item #2 – Response to Missed Access Express Pickup

 

Passenger Erin Magoon's complaint is in regards to a missed Access Express pickup.  We dropped the ball on this one.  She is correct about our Access Express driver not arriving for her scheduled pickup at the mall on Sunday, January 6.  The system we use for tracking reservations inadvertently left the last two pickups off the driver manifest.  Upon receiving Ms. Magoon's message and realizing the problem, the supervisor on call requested that the fixed route driver in the area detour from her route to pick Ms. Magoon up at the mall.  He then arranged with a second fixed route driver to detour from his route and take Ms. Magoon directly to her home.  He called Ms. Magoon to inform her of the arrangements and apologized for the error.  Both drivers did as requested to ensure that Ms. Magoon arrived home safely.   Good customer service is our goal and we realize our error resulted in a significant inconvenience for Ms. Magoon. 

 

Item #3 – Difficulty Getting Access Express Reservations

 

The Access Express system is a reservation-based system that provides curb to curb service for passengers who, due to a disability, are unable to use the regular fixed route system.  Five specially equipped buses are available and used for this service. City Utilities makes available 40 hours of service, per day, for the transportation of these passengers.  The service, provided for $2.50 per ride, has gained in ridership over the years.  Comparing October 2011 to October 2012 rides provided for the month increased by 31%.  Similar, but more modest, gains occurred in November, resulting in a year to year increase of 17%.

 

As usage has increased, resources have remained constant.  Every effort is made to accommodate the passengers’ needs with the resources available.