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Minutes
PCC Executive Committee Meeting
July 19, 2006
711 Eddy Street, San Francisco
PCC Executive Committee Members Present: Stu Smith, Chair; Jeanne Lynch, Vice Chair; Dee Ann Hendrix, Secretary; Cheryl Damico; John Lazar; Shun Tao; Erma Brim; Betsy Eddy; Michael Gurevich; Semyon Portnoy; Kaye Griffin; Ruach Graffis; Griff Humphrey; Ruth Lawner; Jacy Cohen; Jose Caedo; Vincent Behan; Gilda Chico; Bruce Oka; Patty Clement; Jewel McGinnis; Byron Yan
PCC Executive Committee Members Excused: Lisa Rosene
Guests: Diane Diep Ngo, Self Help for the Elderly; Alex Lodde, MV Transportation; John Murphy, MV Transportation; Derik Calhoun, MV Transportation; Frederick Martin, TME; Nelson Sosa, TME; Jack Brodnax, SF Taxi Commission; Dan Hines, National/Vets; Lucky Walker, Yellow Cab Company; Wannee Ratanasanguan
Paratransit Broker: Marc Soto; Tulay Atalay; Kevin McNay
Muni: Annette Williams, Kate Toran
Read and Approve Agenda
Stu Smith, PCC Executive Committee chair, called the meeting to order at 10:40 a.m. Jeanne Lynch read the agenda. The agenda was motioned/seconded/passed (M/S/P) as presented.
Approve minutes of May 31, 2006 meeting
The minutes were M/S/P as presented.
Comments from the Chair
Stu thanked Jose Caedo from the Mayor’s Office on Disability for attending the meeting. Stu then welcomed everyone to the PCC meeting. He stated that he takes his role of PCC Chair seriously, and he explained that the June meeting was re-scheduled because he was out of town. Stu acknowledged that there is a lot going on in the SF Paratransit Program and that many people will have comments to make. Stu stated that there will be plenty of time for discussion, and two important topics that will be discussed are the Lift Van/ADA Access van provider transition and debit card. Marc Soto will discuss the van transition in the Broker’s Report, as well as provide a report back on a meeting that was held last week with Supervisor Dufty and some community members. Annette Williams will provide an update on the debit card project, and there will be time for questions and comments.
Report from the June 2, 2006 PC&O Systemwide meeting
Dee Ann Hendrix, PC&O Chair, was not feeling well, so Kate Toran read the following report for her:
- The PC&O Systemwide Subcommittee met on June 2, 2006
- Dee Ann, PC&O Chair, stated that she has been trying to have a PC&O Systemwide meeting since April 12, but because of health reasons and lack of participation it was cancelled.
- The discussion mainly focused on the transition in the Lift Van/ADA Access services. The group discussed the reasons for Medsam’s withdrawal from the contract. Dee Ann stated that consumers still do want choice, but that the SF Paratransit Program does not need MV back because they charge too much ($55 per one-way lift van trip).
- The group discussed Trans Metro’s service quality issues.
- Richard Lesser provided the PC&O with an in-depth report on the Broker’s monitoring program. Richard stated that he prints out a dispatch report and that he mainly focuses on lift van and ADA Access since they are harder services to deliver than group van. Sometimes Richard will focus on a specific client’s trips if they are having problems. Richard picks a ride to check on. He checks on pick ups because they have a set time. And liquidated damages can be assessed on late pick ups. Richard proposes liquidated damages if the van is late. Richard notes the time the van arrives, and he checks to make sure that the driver is wearing his/her seatbelt. The drivers need to follow all state, local and federal regulations. Richard notes any infraction. $75 liquidated damages can be proposed for any contract infraction. Richard presents himself to the driver. He looks for an ID badge. He notes down the van number, the name of the driver and the license plate number. He checks the driver’s license. He checks to see that the daily vehicle inspection sheet is filled out. Trans Metro also has a safety monitor, Fred Martin, and two field monitors. Richard checks the insurance, he walks around the vehicle and looks for any damage. He looks to see if the securements are properly put away because they are a hazard when left out. Richard checks the first aid kit and the fire extinguisher, and he makes sure that the driver follows all ADA requirements. Richard then writes up a report and sends it to Trans Metro. They have one week to reply, and their response includes an action plan. The provider can be assessed $75 per day in liquidated damages for late replies. Richard submits a record of the proposed liquidated damages to his manager and to the provider. The provider has a chance to appeal the liquidated damages.
- Richard monitors from 2 to 12 trips per day when he is out in the field. He often does work in the office. He monitors insurance compliance, service quality and he answers the phones and takes complaints.
- The group discussed specific complaints with the Paratransit Broker’s office, mostly related to the move. There were some paratransit riders that received their scrip late after the Broker’s office moved. Tulay explained that the Broker’s office didn’t get any mail for 2 or 3 days after they moved. Erma stated that there are communication problems and that she would like the Broker to have newsletters.
- Jewel stated that the first time she tried to get to the Broker’s new office the driver drove around and around and the meter rate went up. Jewel called the office and asked how to direct a person to the office. She did not get a helpful response. Tulay apologized and stated that they mailed notices to all taxi companies.
- Annie Young, expressed frustration with the service that her daughter, Karen Young-Simmons, is getting. On Mother’s Day, Karen went out to dinner with her mother. They called to check on the ride and couldn’t get anyone on the phone at Trans Metro. On May 26, Karen had a 1:30 pick up at 1975 Post Street. Ms. Young called at 1:45 and there was no answer. The driver pulled up at 2:10 and he had an excuse for being late. He said that the dispatcher called him to pick up somebody else across town. Ms. Young stated that it is totally frustrating not to be able to get through on the phone.
- Jewel commented that the attendance at this meeting is low.
After Kate provided the report Ruth Lawner stated that Trans Metro is consistently late and this is not acceptable. Dee Ann asked if there is any way to get Medsam to reconsider their pull-out of the contract. Stu responded that Marc can discuss that in his report. Byron Yan stated that a Trans Metro van came to pick him up and there were two passengers but only one belt. Byron wasn’t secured by a belt and hit his head.
Jose Caedo asked how much has been assessed in liquidated damages. Jose added that the Mayor’s Office on Disability has received complaints that there aren’t enough securements for the drivers. Marc replied that there are provisions for liquidated damages in the contract with Trans Metro, but that liquidated damages had not been accessed during the transition. Marc added that the Broker’s office is tracking every complaint. MV had issues with securements in the past, and they adopted a zero-tolerance policy which reduced the problems. Marc expects the same of Trans Metro. Trans Metro added three road supervisors in the past few weeks. The Broker’s field monitor has been observing Trans Metro drivers, and drivers who violate policies are called in and disciplined. There is no excuse for not operating safely, and safety violations are not acceptable. The Broker expects full compliance with the contract requirements and especially with safety issues.
Jacy Cohen stated that communication is very important, and that an incident report should be submitted regarding Byron’s incident. Marc reiterated that passenger safety and security are paramount and that he expects incidents to be reported. Marc also stated that it is important for consumers to call in complaints as well, and that the Broker tracks all complaints and follows up with Trans Metro.
Michael stated that Trans Metro takes passenger concerns seriously at Trans Metro. Trans Metro has procedures in place to ensure that drivers leave the yard with securements and lap belts. Michael reiterated that Trans Metro recently hired three more road supervisors to audit the drivers as they pull out of the yard and in the field. Trans Metro had to let go of quite a few drivers who Michael believed jeopardized the safety of passengers. Drivers are trained to report incidents immediately.
Jewel stated that she thought that it was disappointing that the members of the modal subcommittees did not show up for the Systemwide PC&O meeting. In her opinion there is a lot of jealousy, and that it would have been better to have had the meeting in April because maybe the group could have helped with the transition problems. Jewel asked if Trans Metro staff members undergo sensitivity training. Marc responded that the contract requires the standard PAT training.
Ruach Graffis stated that she waited for nearly 18 minutes last night for Trans Metro to answer the phone. She added that often drivers are not aware of where she is going or how to get there. The drivers don’t have maps to refer to. Ruach suggested that all drivers should have the Thomas Guide maps assigned to them.
Ruth Lawner stated that at the PCC Appreciation Luncheon, the Trans Metro driver was one hour late to pick her up, and when the van came to pick up Griff from the luncheon the driver did not have the appropriate tie-downs. Griff stated that there should be incentives for the provider along with liquidated damages. Marc stated that there are incentives in the contract and that a working group of the PCC helped draft them. The Broker is working to get Trans Metro’s performance issues addressed so that they can earn the incentives. The Broker noted Ruach’s complaint about the phones and will be checking on Trans Metro’s phone reports. The complaints regarding the day time phone service have been reduced. Ruth stated that there are problems getting accurate information from the Where’s My Ride line staff.
Wannee Ratanasanguan stated that she had tie-down problems with MV.
Report from the June 7, 2006 PC&O Lift Van/ADA Access meeting
Cheryl Damico provided the following report:
• Dialysis Center updates: Athea Koon stated that patients at her dialysis center are getting picked up late or not picked up at all. She said the TME “Hotline” is impossible to get through. She said that she is willing to meet with TME management to discuss issues as to how can both sides work together in order to improve the service. Stella from Mt. Zion Dialysis added that one of the patients constantly gets picked late for his daily treatment. Michael Guervich responded that TME has to change the pick up time for some of its dialysis client (within the ADA Access time limit) in order to avoid the late pick ups. Michael encouraged the dialysis representatives to submit a list of their clients with the time that they need to be on the machine, so that TME can adjust its pick up times. Stella also added that patients at Mt. Zion Dialysis complain about the safety issues, where TME drivers don’t know how to properly use safety tie-downs. Fred Martin, manager of safety and training at TME explained that clients should report such problems to TME.
• Service Provider Report: Michael Gurevich, general manager for Trans Metro Express stated that he appreciates Atea’s comments with regards to adding more office staff. He said TME has assigned Nelson Sosa and Roger Ray to build fixed routes for dialysis patients both ADA Access and Lift Van. Michael went on to say that TME is working hard on the database in order to avoid duplicate names. Fred Martin is working with TME driver on their training issues. Michael acknowledged that TME is working closely with Muni and Paratransit in purchasing new vehicles, which may be available by the beginning of July 2006. In regards to the telephone problems, TME has added more staff to answer the consumers’ calls. There are three staff members assigned to answer the ETA phone lines. Michael also added that he is working on adding a line with voice mail capability for those who call to cancel their rides and make sure that some one keeps checking the voice mail on a regular basis.
• Public Comments: Griff Humphrey stated that he would like to acknowledge and thank Paratransit for working hard despite taking so much abuse for pursuing this new transition. Byron Yan complained about the safety issues, by adding that some of the TME vans don’t have tie-downs. He also said that his rides were late twice in one day. Michael Guervich responded that the main reason for the late pick up is lack of having reliable vehicles. TME is operating with some very old vehicles. The minivans have been problematic. TME is hoping to have the new vehicles ASAP, so they can operate better. Annette Parks also thanked Paratransit and TME for the GPS services. However; she complained that some of the TME drivers have no ID badges, they don’t wear uniforms, drivers play loud music, talk on their cell phones, and at times they don’t follow safety rules by not applying seat belts around the clients. Hopefully these issues will be addressed.
• The next PC&O Lift Van/ADA Access meeting is scheduled for September, 06, 2006.
Report from the July 12, 2006 PC&O Group Van meeting
Jacy Cohen provided the following report:
Update on Service Quality from Agencies:
- Heidi Blaubaum from L’Chaim reported Medsam’s service has been consistently good and there are no issues to report.
- Diane Diep Ngo from Self Help for the Elderly reported that service with Trans Metro is going fine and that there are no major issues.
- Tracy Chesna from the Institute on Aging reported that their service with Medsam is fine and Trans Metro is working out some issues on the ADA lift van service.
- Lisa Rosene reported that GGRC has been working out phone issues with Trans Metro.
- Kathy Davis was not present at the meeting, but Marc Soto reported that Bayview Hunter’s Point ADHC has been having service problems with Trans Metro. There have not been a lot of complaints on their Group Van service, but mainly on the ADA lift van/ADA Access service. The Broker has been working closely with Trans Metro to resolve the service issues.
- Jacy reported that the ARC’s service with Trans Metro has improved, and that she expected it to be bumpy during the transition. Communication has been an issue, and Jacy encouraged Trans Metro to call and notify ARC staff when the van will be late. Jacy added that there is now a white zone in front of the ARC for loading and unloading. ARC staff members have raised a concern with the vans idling too long because the fumes can be overwhelming.
Paratransit Broker’s Report:
• Marc Soto reported that Trans Metro transitioned from providing approximately 200 trips per day to 800 trips per day. This has been a big responsibility and challenge. Marc meets with Trans Metro weekly and also provides a weekly status report on the transition to Muni.
• Marc stated that the service quality has been improving and that Trans Metro has made progress. Michael Gurevich has hired a lot of new drivers and they are getting acclimated to the service.
• To help Trans Metro with the transition, Marc brought in experts from Veolia Transportation to make recommendations and provide guidance for improving the service.
• Maintenance at Trans Metro has been an issue. Approximately 40%-50% of the fleet is new. There will be 20 new cutaway vehicles which have been purchased by Muni, that will be entering Trans Metro’s fleet in July, August and September.
• Marc has been working with CHP regarding Trans Metro’s record-keeping and maintenance. CHP conducted an in-depth review of Trans Metro. Only one vehicle was red-tagged for maintenance issues, and this was not a paratransit vehicle. Most of the problems identified by CHP were related to administrative issues.
• Veolia Transportation has entered into an agreement with Trapeze, the largest paratransit software provider. Trapeze now owns the intellectual property rights to the Mobility Master software, and it is likely that eventually the software will migrate from Mobility Master to a Trapeze product. Trapeze IT specialists were on-site at the Broker’s office and Trans Metro to review the current use of the software and end-user needs.
• Marc reported that the Lift Van and Group Van fares will increase to $1.65 per one-way trip in September. Group Van agencies that supply vehicles will still receive a $.25 per trip discount for trips provided on their vehicles.
Update on Service Quality from Providers:
• Michael Gurevich stated that Trans Metro has added qualified maintenance personnel to their staff. He assured the group that no unsafe vehicles were put out on the road. He is making sure that the Daily Vehicle Inspection (DVI) report is done properly every day so that any vehicle deficiencies will be noted and fixed. There is a pre-trip inspection and the Trans Metro Safety Manager and Road Supervisors ensure that vehicles are road-worthy before they are pulled out of the gate. Drivers also do a post-trip inspection and if deficiencies are noted, the vehicle goes straight into the shop.
After Jacy’s report, Alex Lodde stated that the CHP report indicated that Trans Metro had 9 vehicles with problems. Alex provided a copy of the CHP report for the record.
Update on Debit Card
Annette Williams reported that a mediation will be held tomorrow with former Mayor Willie Brown. Muni, the debit card vendor (GPS Data Solutions) and the taxi companies have been invited to attend. Muni has developed some potential options for moving the project forward. Under City ordinance, all taxi companies must participate in the paratransit program. Yellow, Luxor and DeSoto provide 85% of the paratransit service. One item that may be discussed is giving the companies the option of not participating in paratransit.
Muni staff met with UTW to answer questions about the debit card project. Muni hopes to move the project forward and implement the debit card project and transition away from using scrip.
John Lazar stated that the taxi industry is undergoing many changes. Luxor is ready to implement the debit card project immediately.
Paratransit Broker’s Report
Marc Soto provided the following report:
• Communication Issues: Communication with the paratransit community is critical. Providing a newsletter is one of the Broker’s responsibilities and Marc suggested that a small working group of PCC members meet to discuss ideas for a newsletter from the Broker. The Broker is also working on updating the Paratransit Riders’ Guides and the SF Paratransit website.
• Fare Increase: The fares for Lift and Group Van will increase to $1.65 per one-way trip on September 1st. A letter will be sent out to notify all Lift Van consumers and Group Van agencies of this change.
• Information Technology: IT specialists from Trapeze have been on-site evaluating the Mobility Master software. On August 11th and 12th Trapeze will conduct advanced training for Trans Metro staff on scheduling and dispatching.
• Vehicle Procurement: Marc is receiving weekly reports from El Dorado, the vehicle manufacturer, regarding the 20 vehicles that Muni is purchasing. Five vehicles have recently been released for delivery and 7 more will be released in the next week or so. The new vehicles will be phased into the service as they arrive from the El Dorado.
• Customer Satisfaction Survey: The SF Paratransit Customer Satisfaction Survey will be held this coming fall, when school is back in session. A small group of PCC members will meet to review the survey prior to the fall.
• Status of Lift Van/ADA Access Transition: Marc stated that there are still some service quality “hot spots” that need to improve. Proper use of seat belts and lap belts are critical. 90% of the new uniforms have been delivered and distributed to the drivers. All drivers should have ID badges. There have been complaints of drivers carrying children or other family members on board and Trans Metro has indicated that this is not appropriate. There has been a reduction in the complaints related to phone service. The wait time goal is 2 minutes, and Marc stated that he would follow up on specific phone-related complaints. Marc met with Muni representatives and maintenance staff regarding the CHP report, and next week he will meet with CHP to review the report. The most serious issue that came up in the report is that one vehicle was red-tagged. This was a Gillig bus, which is not part of the paratransit service. There was one finding that preventive maintenance was not being done within the 45-day period. This is an area that the Broker will closely monitor.
Trans Metro received 40 formal complaints in April, 77 in May and 102 in June. In comparison, MV’s highest number of complaints per month was in April 2004 with 112 formal complaints.
Prior to April, Trans Metro averaged 4 complaints per month. Trans Metro’s July complaints to date have decreased 44%. The April on-time performance for Trans Metro was 80.2%. In comparison, MV’s lowest month for on-time reliability was March 2004 with 76.1%.
Marc added that Supervisor Dufty called a meeting to discuss specific complaints of one rider. The rider was at the meeting along with other community members. The main issues discussed were Trans Metro’s service problems and the potential role for MV in providing paratransit services. The Broker still takes the position that there was a fair RFP process, and it has been reviewed and the Broker stands by the process. Medsam pulled out of the contract, the Broker made an offer to MV to pick up Medsam’s work. MV declined the offer. There is one provider now, although the Broker has not lost sight of the issue of choice. The Broker is working on staying focused on service issues and working to address and resolve the problems.
Alex Lodde stated that he has constantly heard that MV is so expensive and that’s not the case. According the Alex, the cost per trip in San Francisco is not more expensive than Oakland, San Jose or San Mateo. Alex believes that San Francisco has the resources for a first class system, and that competition does bring a better service. Alex added that Trans Metro failed two CHP inspections in a row and that they recently lost a union vote. Alex encouraged the PCC members to advocate for the best paratransit program possible for San Francisco.
Erma stated that she picked up an advertisement for a private van service at Kaiser and the cost for that service is $50 per trip. Jeanne Lynch asked if the meeting with Supervisor Dufty was a political ploy. Marc responded that his responsibility is about performance and safety issues and that is his focus.
Byron Yan stated that many times he tries to call the Broker’s office but nobody answers the phones. Byron also stated that he does not get response letters from Trans Metro regarding his complaints. Last Monday, Byron called Trans Metro at 10:40 a.m. and it took until 11:30 a.m. to get through. Often nobody answers the Where’s My Ride line in the afternoons.
John Lazar stated that it cost a lot to provide a good service and that Luzor subsidizes the paratransit program $1.50 per trip.
Griff Humphrey stated that the community wanted competition with the new contract. The majority of lift van users have a choice between Trans Metro or ramp taxi. The stair assist clients are the exception. The ADA does not require stair assist trips. Griff would like to see more paratransit consumers using Muni more.
Jewel stated that she wants to be on the survey committee, and that she would be happy to provide suggestions for the newsletter.
Michael Gurevich stated that there was a TWU election and Trans Metro last week and that the drivers voted to accept the union. Michael has been working with Irwin Lum, the head of TWU, since March. The union election was a democratic and open process. Trans Metro is determined to work with the union and Michael thinks that the union will help the situation within the company to help leverage employee wages and benefits.
Annette clarified that when Medsam pulled out of the contract, the Broker offered Medsam’s portion of the service at the rates being paid to Trans Metro’s. Trans Metro’s current rates are higher than MV’s rates under their prior contract. Trans Metro is paying similar rates to drivers and is now represented by TWU. MV’s proposed rates were 80% higher in lift van and 50% higher in ADA Access.
Stu Smith thanked everyone for their comments. He asked for an update on safety and equipment issues in the Broker’s reports. He added that maps should be available for drivers.
PCC Appreciation Luncheon
Kate Toran reported that the PCC Appreciation Luncheon at the de Young Musuem was a successful event. Kate then showed a slideshow of pictures from the Luncheon.
Announcements
Jeanne Lynch announced that the battle over Golden Gate Park is not over and she encouraged people to be alert and to speak up.
Cheryl Damico stated that the loading zone in front of the Broker’s office needs a curb cut. Marc responded that he is in discussion with DPT staff regarding this issue.
Byron Yan announced that Supervisor Michela-Alioto Pier is hosting a celebration of the 16th anniversary of the ADA on July 26th 11:00 a.m. to 1:00 p.m. at City Hall. There will be a Superfest Film festival at the library from 1:30-3:30.
The next PCC meeting will be held on Wednesday, August 30, 2006, 10:30 am – 12:30 pm at 711 Eddy Street.
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