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SO I DO THIS,

[00:00:01]

UH, GOOD AFTERNOON, LADIES AND GENTLEMEN.

AND THANK YOU FOR JOINING US

[I. Call to Order]

FOR OUR NOVEMBER MEETING OF THE CAPITAL METRO BOARD OF DIRECTORS.

I'LL CALL THIS MEETING TO ORDER.

TODAY IS MONDAY, NOVEMBER THE 22ND.

MY FATHER'S 88 BIRTHDAY.

SO HAPPY BIRTHDAY DAD.

AND, UH, OUR TIME IS 1214.

[II. Public Comment (see note on registration below)]

UM, I THINK WE HAVE ONE, UH, PUBLIC COMMENT AND THAT WOULD BE IN THE PERCENTAGE OF MR. BRENT PAYNE.

WELCOME THE SMILING BRENT PAIN PRESIDENT.

ALL RIGHT, FIRST OF ALL, HEY, THANK YOU GUYS.

UH, WISH EVERYBODY A HAPPY HOLIDAYS.

HOPEFULLY EVERYBODY'S SAFE.

IT'S GOOD TO SEE YOU GUYS AGAIN, AND I'M NOT UP HERE TO COMPLAIN ABOUT ANYTHING, UH, THAT WILL NOT BE AN ORDER TODAY, NOT IN ORDER AND AT LEAST FOR THE NEXT COUPLE OF MONTHS, SO NOTHING BUT ROSE PEDALS, PLEASE.

COOL.

THAT'LL WORK.

UH, FIRST OF ALL, I WANT TO MAKE THE BOARD AWARE THAT ATU DID RATIFY OUR WAGES AND BENEFIT INCREASES THAT WOULD TAKE US THROUGH THE YEAR 225, UH, WITH THESE KINDS OF THINGS.

I WANT TO DEFINITELY THANK THE LEADERSHIP FROM CAPITOL METRO, UH, RANDY AND DOTTIE WHO RECOGNIZED, YOU KNOW, OUR COMMUNITY.

AND FIRST THING, IF Y'ALL DON'T KNOW THE MAJORITY OF OUR FRONTLINE AND PEOPLE THAT FRONTLINE EMPLOYEES THAT I REPRESENT ARE OF COLOR AND WHAT THIS DOES TO OUR COMMUNITY, TO BUILD UP THESE WAGES, TO HELP THE COMMUNITY.

AND I'M GLAD THAT CAPITOL METRO AS A WHOLE UNDERSTOOD AND RECOGNIZE THAT.

AND ATU DEFINITELY.

THANKS YOU MR. CLARK, PRESIDENT CLARK DOTTED BEHIND ME FOR UNDERSTANDING AND PUSHING THAT FUNDING THAT WE DID.

AND I WANT TO THANK MV FOR COMING TO US WITH A PROPER OFFER THAT MY MEMBERSHIP RATIFIED AT 99%.

NOW I'VE BEEN AN OFFICER FOR OVER 24 YEARS.

WE AIN'T NEVER HAD 99, ANYTHING.

SO, UH, I DEFINITELY LOOK FORWARD TO IT.

NOW.

I HAVE TO SAY, DISCLAIMER, MY MTM EMPLOYEES.

I SAID, I'LL TALK TO MTM PROBABLY AFTER THE FIRST OF THE YEAR, BECAUSE THEY'RE, THEY ALSO A PART OF THIS ORGANIZATION AND THEY BRING IN A LOT OF WORK AND THEY HELP OUT THE PARATRANSIT PART OF OUR DIVISION.

UH, BUT I WANT TO THANK THE BOARD FOR LISTENING TO US.

WE DON'T ALWAYS HAVE TO AGREE, BUT WE RESPECT YOUR POSITION.

AND I APPRECIATE THAT Y'ALL RESPECT MY POSITION AND WE JUST WANT A GOOD COMMUNITY.

WE WANT OPERATORS MECHANICS TO ALL STEP UP AND DO THEIR JOB.

SO THANK YOU FROM ATU AND FROM MYSELF AND YEAH, I'M IN A GOOD MOOD.

SO THANK YOU, UH, PRESIDENT PANE.

I KNOW I SPEAK FOR, UH, ALL OF MY COLLEAGUES ON THE BOARD AND SAYING THAT WE HAVE GREAT APPRECIATION FOR THE GOOD WORK THAT YOUR MEMBERS DO IN OUR COMMUNITY FOR CAP METRO.

AND, UH, WE FEEL FORTUNATE TO BE IN THE POSITION TO IMPROVE THEIR LIVELIHOOD.

AND WE LOOK FORWARD, UH, TO A GOOD LONG-TERM, UH, RELATIONSHIP AND, UH, ARE GRATEFUL, UH, THAT WE'RE IN A POSTURE TO BE ABLE TO DO THIS AND, UH, UH, FEEL REALLY GOOD ABOUT IT.

SO CONGRATULATIONS TO EVERYBODY ON THE ATU SIDE AND THANK YOU FOR YOUR LEADERSHIP AS WELL AND GETTING THERE.

AND IF I COULD EVER GET A 99%, I'M JUST CURIOUS WHO THE ONE PERCENTERS, WHERE I WANT TO TALK TO THEM.

WE ALL HAVE A FEW ONE-PERCENTERS AROUND, BUT, UH, CONGRATULATIONS.

UH, WE'RE, WE'RE, UH, PROUD THAT WE'RE ABLE TO DO THAT AND GRATEFUL FOR ALL THE GOODWILL HAVE ACROSS THE BED AND MY DAY JOB, I'VE GOT MORE THAN A FEW, I'VE GOT MORE THAN 1%, 1% OR SO.

UH, BUT, UH, CONGRATULATIONS, AND THANK YOU.

UH,

[III.1. Customer Service Advisory Committee (CSAC)]

NEXT UP, UH, WE WILL HAVE OUR TWO BOARD ADVISORY COMMITTEE REPORTS.

I THINK WE'RE JOINED REMOTELY BY MS. PARRA AND OUR ACCESS COMMITTEE CHAIR, MR. PRENTICE, EDNA, PERHAPS YOU WANT TO START US OFF? UH, YES.

UH, GOOD AFTERNOON, CHAIRMAN COOPER, VICE CHAIR TO CIVILIAN PRESIDENT CLARK MEMBERS OF THE BOARD.

UH, MY NAME IS EDNA PARRA MANAGER OF COMMUNITY ENGAGEMENT FOR CAPITAL METRO AND THE STAFF LIAISON FOR THE ACCESS AND C-SAT COMMITTEES.

UM, AND I'LL ALSO NOW THE PUBLIC SAFETY ADVISORY COMMITTEE, UH, P SAC.

UM, I'M HERE TODAY TO GIVE YOU THE NOVEMBER UPDATES, BUT BEFORE I GO INTO MY UPDATE, UM, I AM ALSO HERE WITH FORMER ACCESS COMMITTEE CHAIR, MR. CHRIS PRENTICE.

UM, AND AS YOU MIGHT RECALL FROM LAST MONTH, MR. PRENTICE

[00:05:01]

SURPRISED US WITH THE NEWS THAT HE'S ACCEPTED A JOB OUTSIDE OF AUSTIN.

UM, SO HE IS STEPPING DOWN FROM THE ACCESS COMMITTEE.

UM, HE SERVED ON THE ACCESS COMMITTEE FOR OVER EIGHT YEARS AND OVER THE EIGHT YEARS SERVED IN MULTIPLE ROLES, INCLUDING THE CHAIR THIS PAST YEAR.

SO, UM, ON BEHALF OF CAPITOL METRO, WE WANT TO ACKNOWLEDGE AND THANK MR. PRENTISS FOR HIS COMMITMENT AND LEADERSHIP, UM, TO THE ACCESS COMMITTEE, HE'S STEERED THE COMMITTEE TO DO TO A MORE COLLABORATIVE AND COOPERATIVE PLACE, UM, TO THE BENEFIT OF CAPITOL METRO WRITERS, UH, PARTICULARLY THOSE WITH DISABILITIES.

UM, NOT ONLY DID HE BRING HIS CONSIDERABLE SKILLS AS AN ATTORNEY, UM, AS AN INDIVIDUAL WITH A VISUAL IMPAIRMENT AND HIS SERVICE WITH LOCAL NONPROFITS, BUT ALSO HIS FIRSTHAND EXPERIENCE AS A WRITER OF OUR FIXED ROUTE SERVICES, UM, BOTH BUS AND RAIL TO, UM, TO THE TASK OF COMMITTEE CHAIR.

UM, SO RIGHT NOW I'M PRESENTING MR. CHRIS PRENTICE WITH A CERTIFICATE OF APPRECIATION.

EVERYONE CAN SEE IT, UM, THAT I WILL MAIL TO HIM IN LEVEL THEN TEXANS, TEXAS.

SO THANK YOU MR. PRENTICE FOR YOUR WORK TOWARDS OUR SHARED GOALS OF COMMUNITY AND SYSTEM ACCESSIBILITY.

UM, YOUR CONTRIBUTION OVER THE YEARS ON THE ACCESS COMMITTEE HAS HELPED US BECOME A BETTER AGENCY.

AND IT'S, IT'S BEEN SHORT WITH ME, BUT THANK YOU SO MUCH.

IT'S BEEN REALLY GREAT WORKING WITH YOU.

THANK YOU VERY MUCH.

AND I'M SURE, UH, CHAIRMAN COOPER AND THE MR. CLARK ARE GOING TO BE SENDING A CHECK ALONG WITH THAT.

UH, AND I CERTAINLY APPRECIATE THEIR KINDNESS AND GENEROSITY NOW.

I'VE, I'VE ENJOYED BEING ON THE, ON THE COMMITTEE.

AND I ACTUALLY THINK IT'S PROBABLY CLOSER TO 10 OR 11 YEARS I'VE BEEN ON THERE SEEMS LIKE FOR A LONG, LONG TIME, BUT, UH, IT WAS, UH, IT WAS A WONDERFUL EXPERIENCE AND I APPRECIATE THE OPPORTUNITY TO SERVE AND, AND I'M SURE THE COMMITTEE WILL CONTINUE TO DO GREAT THINGS.

AND, UM, UH, WE DON'T HAVE A LOT OF, UH, UH, ACCESS, UH, COMMITTEE, UH, ISSUES HERE IN THE LEVEL.

AND, BUT, UH, I AM USING THE PUBLIC TRANSIT THAT'S AVAILABLE ON A DAILY BASIS AND I CAN GET BACK AND FORTH TO WORK IN ABOUT THREE MINUTES WITH NO TRAFFIC.

AND I'M SURE THAT MAKES IT AT LEAST CHAIRMAN COOPER, A LITTLE JEALOUS.

SO IT'S, IT'S WONDERFUL.

SO THANK YOU VERY MUCH.

THANK YOU FOR YOUR HARD WORK WITH THE COMMITTEE AND THANK YOU FOR THIS, UH, RECOGNITION.

I CERTAINLY APPRECIATE IT.

YEAH.

AND THANK YOU FOR TAKING THE TIME.

I KNOW YOU'RE ALREADY AT YOUR NEW JOB, SO WE REALLY APPRECIATE IT.

EDNA, IF I COULD JUST JUMP IN FOR A SECOND.

I WANT TO JUST PERSONALLY THINK CHRIS FOR AS MANY YEARS OF SERVICE AND, AND, UM, I THINK THE ROLE OF THAT COMMITTEE IN HIS LEADERSHIP HAS REALLY, UH, TANGIBLY IMPROVE THE LIVES OF SO MANY AND, AND MADE OUR MISSION, UH, EVEN MORE VALUABLE BY, UH, IMPROVING ACCESSIBILITY OF THE SERVICES THAT WE OFFER.

AND THAT I'VE ALWAYS BEEN IMPRESSED BY THE WILLINGNESS OF OUR ACCESS COMMUNITY TO STEP OUT AND, AND TRY, UH, WHAT CAN BE A VERY CHALLENGING ENVIRONMENT AND THE LEADERSHIP OF THAT COMMITTEE AND CHRIS, YOUR DILIGENCE OVER THE MANY, MANY YEARS HAS IMPROVED THE LIVES, UH, FOR A LOT OF FOLKS HERE IN AUSTIN AND MADE US A BETTER AGENCY.

SO WE THANK YOU FOR THAT.

AND I KNOW, UH, THAT I SPEAK FOR RANDY IN SAYING THE NEXT TIME EITHER OF US ARE IN LEVEL AND TEXAS, UH, WE'LL BE GLAD TO BUY ALL THE CHICKEN FRIED STEAK YOU CAN EAT.

SO DON'T KNOW WHAT ELSE IS ON THE MENU, BUT I'M PRETTY CONFIDENT OF THAT ONE.

TH THERE, THERE IS PLENTY OF CHICKEN FRIED STEAK FOR SURE, IN THE THANK YOU VERY MUCH.

AND, UH, WE'LL, UH, WE'LL LOOK FORWARD TO YOUR NEXT VISIT TO THE HOCKLEY COUNTY.

ALL RIGHT.

WELL, IT'D BE GOOD TO HAVE FRIENDS THERE.

THANK YOU.

GOOD LUCK.

WE WISH YOU ALL THE BEST.

THANK YOU VERY MUCH LIKE YOU COMMITTEE AS WELL.

THANK YOU.

UM, OKAY,

[III.2. Access Advisory Committee]

SO NOW FOR A C-SAT AND ACCESS UPDATES, UM, THE COMMITTEES MET ON NOVEMBER 3RD AND 10TH RESPECTIVELY, AND WERE BRIEFED BY AGENCY STAFF ON, UM, CAB METRO'S BRAND REFRESH, AND THEY ALSO WORKED ON THE WORK PLAN FOR 2022, WHICH WILL BE FINALIZED AND INCLUDED IN DECEMBER'S COMMITTEE AGENDAS.

UM, ALSO THERE WAS A REMINDER FOR BOTH COMMITTEES THAT ELECTIONS WILL BE COMING UP IN DECEMBER, UM, FOR C-SAT MR. ALLEN WALKER, UM, BRIEF THEM ON THE CUSTOMER CARE REPORT AND CHAIR TAYLOR IS UNAVAILABLE OR WASN'T AVAILABLE TO MAKE IT TODAY, BUT HE DID PROVIDE ME SOME NOTES, UM, REGARDING BRAND REFRESH.

UM, IT WAS WELL RECEIVED BY THE COMMITTEE WITH THE FOLLOWING NOTES.

UH, SIGNAGE IS ATTRACTIVE AND SEEMS LIKE THE DISTINCTIVE, UM, BAT WING M WILL BE EASY TO SPOT MAKING IT BETTER.

UM, TRANSIT STATIONS AND SERVICES MORE ACCESSIBLE, UM, FOR MR. WALKER'S REPORT FOR CUSTOMER CARE REPORT, HE APPRECIATED,

[00:10:01]

OR THEY APPRECIATED GETTING THE REPORT FROM MR. WALKER.

UM, AND, UH, WE ARE ADDING IT TO OUR WORK PLAN FOR NEXT YEAR.

SO THAT WILL BE EITHER EVERY FOUR MONTHS.

I'M GETTING AN UPDATE FROM MR. WALKER ABOUT CUSTOMER CARE, UM, SERVICES AND, AND THE REPORTS THAT HE PROVIDED THE COMMITTEE ALSO DISCUSSED POSSIBLE IN-PERSON MEETINGS.

UM, AND THAT'S GOING TO BE AN ONGOING CONVERSATION.

THEY TABLED IT FOR NOW.

UM, BUT WE WILL BRING IT BACK UP, UM, EITHER I GUESS, EVERY TWO MONTHS TO SEE WHERE WE ARE AND WHAT WE CAN DO.

UM, AS FAR AS MEETING LOCATION AND SYSTEMS AND TECHNOLOGY, NOW THAT WE'RE RECORDING, UM, ACCESS UPDATE, UM, THE SAME, UH, BRAND REFRESH.

AND THEY JUST WANTED TO MAKE SURE THAT METRO ACCESS VEHICLES WOULD BE INCLUDED IN THE BRAND REFRESH AND BRIAN CARTER LET THEM KNOW THAT, THAT THEY WOULD BE INCLUDED.

AND HE ALSO SHOWED A FEW, UM, EXAMPLE CONCEPTS.

UM, ALSO WE ARE WORKING WITH MEMBERS, UM, FROM THE ACCESS COMMITTEE TO FILL A CUSTOMER ADVISORY COMMITTEE, UH, SEE, AND ALSO THE DIVERSITY AND EQUITY AND INCLUSION INCLUSION COMMITTEE SEATS.

SO, UM, THEY WILL BE DECIDING IN DECEMBER WHO WILL BE JOINING THOSE TWO COMMITTEES FROM THE ACCESS COMMITTEE, UM, AND REGARDING MEMBERS FROM BOTH COMMITTEES, UH, WITH MR. PRENTISS, HIS DEPARTURE, I WILL BE WORKING WITH BOARD MEMBER COOPER TO FILL HIS APPOINTMENT AND ALSO WORK WITH, UH, WE'LL CONTINUE TO WORK WITH BOARD MEMBER ROSS TO FILL THE C SAC APPOINTMENT.

AND FINALLY, UH, WE HAVE THE FIRST UPDATE FOR THE PUBLIC SAFETY ADVISORY COMMITTEE.

UM, WE BEGAN RECRUITING FOR P SAC AT THE BEGINNING OF THE MONTH.

UM, WE'RE MAKING, UM, THIS APPLICATION IS WIDELY AVAILABLE THROUGHOUT THE COMMUNITY AS POSSIBLE.

WE HAVE SHARED IT WITH ALL OF THE STAKEHOLDERS WHO HAVE BEEN ENGAGED UP TO THIS POINT WITH THIS PROJECT.

UM, PLUS A LONG LIST OF NEW COMMUNITY STAKEHOLDERS AND ORGANIZATIONS.

WE HAVE IT OUT IN SOCIAL MEDIA, UM, AND WE'VE ALSO EMAILED A LARGE CITY OF BOSTON REGISTRY GROUP.

UM, AND WE'RE TRYING TO FIND OTHER GROUPS WHO ARE INTERESTED IN PUBLIC SAFETY RELATED TOPICS.

IT'S CURRENTLY ON OUR WEBSITE.

UM, YOU CAN FIND THE DETAILS AND APPLICATIONS THERE, AND IN THE FOLLOWING WEEKS, WE'RE ALSO DOING RADIO SPOTS, ADDITIONAL SOCIAL MEDIA POSTS AND MORE ONE-ON-ONE OUTREACH, UM, TO GET MORE APPLICATIONS WE DO NEED, UM, YOUR HELP PROMOTING THE APPLICATION AS WELL.

SO IF YOU, UM, CAN HELP US SHARE WITH YOUR NETWORKS, WE CAN SEND YOU, UM, THE MEDIA POSTS, EMAIL MESSAGES, OUR CUT SHEET, UM, AND KIND OF ALL THE INFORMATION NEEDED, UM, TO, TO SPREAD TO YOUR NETWORKS.

OR HAVE YOU HAVE ANYONE THAT YOU MIGHT BE CONSIDERING IF YOU WANT TO SEND THAT ALONG TO ME, I CAN ALSO REACH OUT TO THEM DIRECTLY.

UM, THE APPLICATION WILL BE OPEN UNTIL DECEMBER 5TH AND THE GOAL IS TO HAVE THE, UM, UM, IS THE GOAL IS OF HAVING THE BOARD APPOINT MEMBERS IN DECEMBER FOR A JANUARY START DATE.

SO WE WILL BE REACHING OUT TO YOU WITH MORE DETAILS ABOUT THE APPOINTMENT PROCESS AND, AND HOW TO HELP RECRUIT, UH, THAT HAS ALL THE DETAILS I HAVE.

UM, DOES ANYBODY HAVE ANY QUESTIONS OR QUESTIONS BOARD MEMBERS? NO QUESTIONS.

THANK YOU, EDNA.

THANK YOU.

HAVE A GOOD DAY HOLIDAY YOUTUBE.

UH, NEXT STEP ARE

[IV.1. Finance, Audit and Administration Committee]

OUR BOARD COMMITTEE UPDATES.

OUR OPERATIONS COMMITTEE DIDN'T MEET THIS MONTH.

SO CHAIR MITCHELL, UH, PERHAPS YOU COULD KICK US OFF WITH THE FINANCE COMMITTEE UPDATE.

THE FINANCIAL AUDIT ADMINISTRATION COMMITTEE, UH, MET ON NOVEMBER 10TH, UH, WEDNESDAY, AND, UH, OTHER THAN APPROVING THE MINUTES, UH, APPROVED A CONTRACT THAT IS ON OUR CONSENT AGENDA AND THE AMOUNT OF $259,000 IN A CONTINGENCY AMOUNT OF TWO 50, ADDING TO AN EXISTING CONTRACT WITH K M K P M G, THAT WILL TOTAL ABOUT $3 MILLION.

AND WE ALSO HAD A RESOLUTION APPROVING THE PERFORMANCE PERFORMANCE REVIEW FOR OUR VICE PRESIDENT OF AUDIT.

WHO'S IT.

THANK YOU.

THANK YOU.

UH,

[IV.2. CAMPO Update]

CAMPO UPDATE, CHAIRMAN CAMPO ALSO MET IN NOVEMBER.

UH, THEY, UH, APPROVED, UH, FTA 53 10 FUNDING.

THAT'S COMING TO CAPITAL METRO ABOUT A MILLION DOLLARS IS FOR CAPITAL EXPENDITURES AND ANOTHER MILLION FOR OTHER ACTIVITIES, UH, APPROVED BY CAMPO AND DIRECTED TO US.

UH, THERE WAS ALSO ACTION ON, UH, SURFACE TRANSPORTATION BLOCK GRANTS FOR DEFERRED CAPITAL.

METRO HAS ONE OF THOSE PROJECTS, WHICH WAS WORKING ON THE GRADE SEPARATED, UM, UH, INTERSECTION AT NORTH LAMAR

[00:15:01]

AND AIRPORT BOULEVARD.

UH, THAT TOTAL IS ABOUT 4.6 MILLION AND IN, UH, HIGHWAY PROGRAM DOLLARS THAT WILL BE FUNDED FOR THE PROJECT AND THAT WAS APPROVED AND I BELIEVE IT WAS ON OUR AGENDA TODAY FOR, FOR APPROVAL.

UH, WE ALSO, UH, CAMPO ALSO APPROVED, UH, AN ENGINEER FOR SOME REGIONAL CORRIDOR IMPROVEMENTS.

OKAY, GOOD.

THANK YOU, CHAIR MITCHELL.

UM, HOW ABOUT AN AUSTIN

[IV.3. Austin Transit Partnership Board Update]

TRANSIT PARTNERSHIP UPDATE MEMBER STRATTON? YES.

THANK YOU, MEMBER.

UH, MR. CHAIRMAN, UH, OF COURSE THE LARGEST AND MOST IMPORTANT UPDATE.

THE AUSTIN TRANSIT PARTNERSHIP BOARD OF DIRECTORS APPROVED THE JOINT POWERS AGREEMENT.

THANK YOU TO EVERYBODY INVOLVED WITH THE ATP BOARD.

AND OF COURSE, ALL THE STAFF MEMBERS NOW WITH THAT FINAL APPROVAL, THE JOINT POWERS AGREEMENT IS HEADED TO COMPLETION, JUST FINAL DETAILS, DOTTED I'S AND CROSS T'S BY THE EXECUTIVE DIRECTOR, AND I GUESS STAFF BEHIND THE SCENES, BUT IT LOOKS LIKE WE HAVE, UH, ALL OF US, ALL THREE PARTIES HAVE COMPLETED A MAJOR, MAJOR MILESTONE AFTER JUST ONE YEAR.

SO WE VERY, VERY EXCITED ABOUT THAT.

THANKS TO EVERYBODY MEMBERS OF THIS BOARD, ALL OF THE MEMBERS OF THE CITY COUNCIL, THOSE PRESENT HERE ON THIS BODY AND THEN THE OTHERS, UH, AS WELL.

AND THEN OF COURSE MY COLLEAGUES ON THE ATP WHO MADE THAT HAPPEN, UH, AS PART OF THAT, THE ATP BOARD SPECIFICALLY IN ITS, UH, ENABLING RESOLUTION ADDED LANGUAGE THAT SPECIFICALLY DIRECTED THE CHAIRMAN OF THE BOARD OF, OR THE PRESIDENT OF THE BOARD OF DIRECTORS AND THE GENERAL COUNCIL TO WORK IN CONJUNCTION IN TANDEM TO DEVELOP A PROCESS BY WHICH, UH, TO IMPLEMENT OR START THINKING ABOUT, UM, A CERTAIN SECTION OF THE JPA RELATING TO THE, UH, THE STUDY ASSOCIATED WITH THE LEADERSHIP MODEL GOING FORWARD.

UH, THAT'S SECTION 4.2 0.2 OF THE JPA THAT MANY OF US ON THIS DIET SAID, HAD HEARD ABOUT.

AND MANY OF US HAD AT THE TRI-PARTY MEANING WE'D GOTTEN MANY FEET, MANY PEOPLE PROVIDED FEEDBACK FROM, UH, DURING THE COMMUNITY ENGAGEMENT PROCESS.

SO BASICALLY THIS, THIS JOINT OR THIS LANGUAGE WITHIN THE RESOLUTION STATES THAT THE, UH, CHAIRMAN OF THE BOARD AND THE, UH, THE GENERAL COUNCIL ARE TO PUT TOGETHER SOME SORT OF A PLAN TO PROPOSE TO THE ATP BOARD FOR PRESENTATION AT THE DECEMBER MEETING THAT THE BOARD WILL RATIFY.

THAT WILL BASICALLY BE OUR BLUEPRINT FOR HOW TO ACCOMPLISH WHAT THE JPAS REQUIREMENT IS BY THE END OF MARCH, SO THAT WE CAN, UH, HOPEFULLY THAT WE WILL BE ABLE TO ACCOMPLISH THE REQUIREMENT TO HAVE THE LEADERSHIP PLAN IN PLACE.

AND THIS IS AGAIN, THE STUDY RELATING TO WHAT THE FUTURE OF EXECUTIVE DIRECTOR'S POSITION WOULD BE AND HOW THAT'S GOING TO WORK, UH, GOING FORWARD.

SO I'M WANTING TO MAKE THIS BODY AWARE THAT THAT ADDITIONAL LANGUAGE THAT THIS, THIS REALLY WAS JUST DESIGNED TO FIRM UP AND TO RATIFY THE COMMITMENT OF ATP, TO REALLY SHOW THAT, YES, WE UNDERSTAND THE IMPORTANCE OF THIS, AND WE'RE WORKING, GONNA WORK BEGINNING IMMEDIATELY BECAUSE WE RECOGNIZE THAT THIS IS IMPORTANT AND THERE'S A VERY TIGHT WINDOW IN TIMEFRAME, ESPECIALLY WITH THE HOLIDAYS COMING UP HERE.

UH, SO THAT WAS THE BIGGEST THING.

UH, IN ADDITION TO THAT, THERE, THERE HAS BEEN A LOT OF COMMUNITY ENGAGEMENT AND FEEDBACK THAT'S BEEN GOING ON MANY, MANY DIFFERENT, UH, ENGAGEMENT PROCESSES AND MEETINGS ABOUT THE ORANGE LINE AND THE BLUE LINE, UH, Y THE, UH, METRO RAPID CORRIDORS AS WELL.

UH, THE, UH, BRIEFINGS THAT HAVE BEEN HAPPENING TALKING ABOUT THE LADY BIRD LAKE BLUE LINE BRIDGE, UH, COMMUNITY DESIGN WORKSHOPS, NORTH LAMAR TRANSIT CENTER, COMMUNITY DESIGN MEETINGS, AND WORKSHOP OF THE, UH, ETO DE KICKOFF MEETINGS AS WELL.

AND THEN UPCOMING IN DECEMBER, UH, WE'RE GOING TO BE HAVING MCCALLA STATION, UH, VIRTUAL, UH, UPDATE MEETINGS, FOURTH STREET AND CREST VIEW COMMUNITY DESIGN WORKSHOPS.

ADDITIONALLY, UH, THAT ARE, THAT ARE NOT YET SCHEDULED, BUT COMING DOWN THE PIKE ARE GOING TO BE SIMILAR WORKSHOPS FOR THE COMMUNITY, BOTH VIRTUALLY AND IN PERSON FOR, UH, THE, THE DRAG FOR THE GUADALUPE AREA AS WELL.

SO LOTS OF THINGS THAT ARE MOVING ALONG, LOTS OF DIFFERENT OPPORTUNITIES FOR COMMUNITY ENGAGEMENT AND FEEDBACK, AS WE CONTINUE TO MOVE THE PROCESS DOWN THE LINE.

AND THEN, UH, IN TERMS OF THE ACTUAL PROGRAM DEVELOPMENT, UH, CONTINUED REFINEMENTS OF THE PLEASANT VALLEY AND RIVERSIDE DESIGN OPTIONS, UH, COORDINATION WITH OUR PARTNERS WITH TXDOT AND THE CITY OF AUSTIN ON RIGHT OF WAY, AND FINALIZING UTILITY RULES OF PRACTICE AND AGREEMENTS WITH THE CITY FOLLOWING APPROVAL OF THE JPA.

SO AGAIN, CONTINUING TO MOVE THINGS ALONG AND, UH, FOR THE METRO RAPIDS, THE RFPS HAVE NOW BEEN ISSUED FOR THE NEW BUS SHELTER DESIGNS, UH, CONTRACTS AWARDED TO THREE PARTNERS FOR CONSTRUCTION OF THE NEW LINES.

AGAIN, SOME OF THESE THINGS THAT ARE HAPPENING ON THE CAP METRO SIDE, SOME OF THESE THINGS THAT ARE HAPPENING ON THE ATP SIDE, I GUESS MY, MY MESSAGE TO

[00:20:01]

THIS BOARD IS THAT THE, THE PROGRAM AND THE, UH, PROJECTS WITHIN PROGRAM OF PROJECT CONNECT ARE, ARE MOVING ALONG AND, UH, THE STAFF AND THE TEAM AND OUR BOARDS, I THINK ARE VERY WELL ENGAGED IN MAKING SURE THAT EVERYTHING MOVES ACCORDING TO PLAN AND ON SCHEDULE AND ON BUDGET AS POSSIBLE.

SO, THANKFULLY THANK YOU, MEMBERS STRATTON, THANKS FOR YOUR SERVICE ON THE BOARD.

UH, NEXT, UH, MEMBERS,

[VI. Consent Items]

UH, WELTEC UP OUR CONSENT AGENDA.

THERE ARE THREE ITEMS. NUMBER ONE IS APPROVAL OF THE MINUTES FROM THE OCTOBER 25TH, 2021 BOARD MEETING.

NUMBER TWO IS APPROVAL OF A RESOLUTION ADOPTING THE 2022 BOARD MEETING CALENDAR.

AND NUMBER THREE IS APPROVAL OF A RESOLUTION AUTHORIZING THE PRESIDENT AND CEO OR HIS DESIGNEE TO MODIFY THE KPMG, UH, CONTRACT NUMBER 2 0 0 6 1 1 FOR ENTERPRISE RESOURCE PLANNING CONSULTING SERVICES INCREASING THE ORIGINAL BOARD AUTHORIZED AMOUNT BY $259,085, PLUS A CONTINGENCY AMOUNT OF $250,000 FOR THE ADDITION OF A BUSINESS ANALYST TO LEAD SYSTEMS INTEGRATIONS WITH THE ORACLE ENTERPRISE RESOURCE PLANNING SYSTEM FOR A NEW, NOT TO EXCEED AMOUNT OF 3 MILLION, $40,376.

I MOVE APPROVAL OF THE CONSENT AGENDA.

UM, ONE SECOND, ANYBODY WANT TO TAKE ANY OF THOSE, UH, ITEMS OFF THE CONSENT AGENDA? SEEING NONE HAVE A MOTION TO APPROVE FROM VICE-CHAIR TREVELYAN THE SECOND FROM MEMBER MITCHELL, ANY DISCUSSION HEARING NONE ALL IN FAVOR OF THE MOTION, PLEASE INDICATE BY SAYING, AYE.

AYE.

ANY OPPOSED? NAY MOTION CARRIES EIGHT TO ZERO.

THANK YOU EVERYBODY.

UH, NEXT WE'LL TAKE UP OUR

[VII.1. Approval of a resolution authorizing the President & CEO, or his designee, to finalize and execute a contract with SHI Government Solutions to renew Capital Metro licensing of the Microsoft licensed software suite of products for a three (3) year period for an amount not to exceed $1,431,390, which includes a 20% contingency to account for future growth.]

ACTION ITEM AGENDA.

WE HAVE FIVE ITEMS. THE FIRST OF WHICH IS A CONTRACT TO RENEW THE CAPITAL METRO LICENSING FOR MICROSOFT SOFTWARE.

JANE.

SCHROEDER'S HERE TO PRESENT THAT TO US.

WELCOME JANE.

THANK YOU VERY MUCH.

GOOD AFTERNOON CHAIR COOPER, BOARD MEMBERS, PRESIDENT CLARK, I'M JANE TROTTER'S CIO.

AND TODAY I'M ASKING FOR APPROVAL TO EXECUTE A CONTRACT WITH SHI GOVERNMENT SOLUTIONS TO RENEW THE LICENSING FOR OUR MICROSOFT SUITE OF PRODUCTS.

THIS IS FOR A THREE-YEAR PERIOD IN AN AMOUNT NOT TO EXCEED $1,431,390, WHICH ALSO INCLUDES A 20% CONTINGENCY TO ACCOUNT FOR FUTURE GROWTH.

SO THE CURRENT THREE-YEAR AGREEMENT THAT WE HAVE IS EXPIRING.

SO WE HAVE TO RENEW THAT OUR MICROSOFT SUITE OF PROJECT PRODUCTS ARE PROBABLY THINGS THAT YOU'RE VERY FAMILIAR WITH, LIKE, UH, OFFICE 365 EXCHANGE, SHAREPOINT DYNAMICS, AIX, AND CRM, AND VARIOUS DESKTOP PRODUCTS THAT I'M SURE YOU USE EVERY DAY.

UH, THESE SOLUTIONS HELP INCREASE OUR STAFF PRODUCTIVITY ENABLE BETTER COLLABORATION AND OFFER MOBILITY OPTIONS THAT WE'RE USING HEAVILY RIGHT NOW, UH, WITH OUR REMOTE WORK, UH, CAPABILITIES, UH, THE CONTINGENCY AMOUNT WILL BE USED TO COVER EXPECTED STAFF GROWTH, AS WELL AS NEW PRODUCTS THAT WE MIGHT WANT TO ACQUIRE.

UH, THE, THERE IS NO SBE PARTICIPATION REQUIRED, BUT THE SELECTED VENDOR IS A CERTIFIED SBE.

UH, WITH THAT, I'D BE HAPPY TO ANSWER ANY QUESTIONS THAT YOU MIGHT HAVE QUESTIONS REGARDING THIS.

JANE, I HAVE ONE, WHICH IS A, IN MY DAY JOB, WE'RE SORT OF BEING PUSHED BY MICROSOFT TO PUT THOSE PRODUCTS IN THE CLOUD.

IS THAT, ARE THESE IN THE CLOUD? OR SO THE OFFICE 365 IS IN THE CLOUD FOR OUR EMAIL AND, UH, AS WELL FOR OUR SHAREPOINT, UH, THAT DOESN'T PRECLUDE US FROM DOWNLOADING THOSE INTO OUR, LIKE MICROSOFT OUTLOOK ON OUR DESKTOP.

SO WE USE BOTH.

GOT IT.

THANK YOU.

UM, CHAIR WOULD NOW ENTERTAIN A MOTION QUESTION.

OH, I'M SORRY.

QUESTION.

AS LONG AS WE'RE ON THE TOPIC, I WAS JUST CURIOUS, HAVE WE EVER LOOKED INTO ANY OTHER, UH, ALTERNATE PRODUCTS IN ITS PLACE IN LIKE A G SUITE, BUT JUST CURIOUS, CAUSE I KNOW GOOGLE HAS MADE A BIG MOTION, HAS MADE NEGATIVE BIG PUSH TO GET INTO THIS ENTERPRISE, UH, SYSTEM AND TRY AND TRY IT LIKE MAJOR GOVERNMENT AND CORPORATE CLIENTS TO DO THE SAME KIND OF THING.

YES, WE HAVE, WE DID RUN A PILOT PROBABLY ABOUT SIX YEARS AGO FOR GOOGLE DOCS AND, UH, WE REALLY FOUND THAT THE MICROSOFT SUITE OF PRODUCTS REALLY GAVE US A LOT EXTRA THAT THE GOOGLE DOCS DIDN'T DO IT.

UH, SO ONE OF THE GOOD THINGS IS THOSE, UH, ENTITIES THAT DO HAVE GOOGLE DOCS AS THEIR PRIMARY, UH, PRODUCTIVITY SUITE.

WE CAN SHARE DOCUMENTS EASILY WITH THEM.

I WAS CHAIR.

SO MY ONLY QUESTION IS AS WE TALK ABOUT NEW CLOUD APPLICATIONS, UH, IT SECURITY AND THEN DATA

[00:25:01]

OWNERSHIP, DOES THIS CHANGE OUR, OUR, UM, UH, DATA, DATA OWNERSHIP, UM, NOT IN ANY WAY.

AND, AND WE HAVE BEEN RUNNING, UH, OFFICE 365, WHICH IS CLOUD-BASED AND SHAREPOINT FOR PROBABLY ABOUT FOUR YEARS, MAYBE EVEN CLOSE TO FIVE.

AND WHILE THERE HAVE BEEN SOME, UH, YOU KNOW, ACCOUNT BREACHES BY INDIVIDUALS, WE HAVEN'T HAD A BREACH OVERALL ON OFFICE 365 AND THE AVAILABILITY, WHICH IS THE MOST IMPORTANT PART HAS BEEN REALLY SOLID FROM MICROSOFT.

THANK YOU.

OTHER QUESTIONS FAREWELL.

NOW CHAIR WILL ENTERTAIN THE MOTION WITH RESPECT TO ACTION ITEM, NUMBER ONE, REMEMBER STRATTON WITH THE MOTIONS SECOND, UH, UH, BY MEMBER POOL, ANY DISCUSSION HEARING NONE THEN ALL IN FAVOR OF THE MOTION, PLEASE INDICATE BY SAYING AYE.

AYE.

ANY OPPOSED? NAY MOTION CARRIES EIGHT TO ZERO.

THANK YOU, JANE.

THANK YOU.

UH, NEXT, UH, ACTION ITEM NUMBER

[VII.2. Approval of a resolution authorizing the President & CEO, or his designee, to finalize and execute a contract with Spare Labs Inc. for a Demand Response Transit System solution and implementation for a base period of twenty two (22) months with ten (10) one year option periods in an amount not to exceed $4,201,206.]

TWO IS APPROVAL OF A RESOLUTION AUTHORIZING THE PRESIDENT AND CEO OR HIS DESIGNEE TO FINALIZE AND EXECUTE A CONTRACT WITH SPARE LABS, INC FOR A DEMAND RESPONSE TRANSIT SYSTEM SOLUTION AND IMPLEMENTATION FOR A BASE PERIOD OF 22 MONTHS WITH 10 ONE-YEAR OPTION PERIODS IN AN AMOUNT NOT TO EXCEED 4 MILLION, $201,206.

AND MR. BALLANTINE'S HERE TO ALL RIGHT, GOOD AFTERNOON.

CHAIRMAN COOPER, PRESIDENT CLARK MEMBERS OF THE BOARD.

MY NAME IS CHAD BALLANTINE.

I'M VICE PRESIDENT OF DEMAND RESPONSE AND INNOVATIVE MOBILITY HERE WITH ME AS JANE TO TALK ABOUT ANY TECHNICAL RESPOND TO ANY TECHNICAL QUESTIONS WE MAY HAVE.

UM, BUT TODAY I'M REALLY EXCITED TO BRING THIS TO, UM, THIS, THIS GROUP, BECAUSE THIS IS SOMETHING THAT WE'VE BEEN LOOKING AT FOR A REALLY LONG TIME.

AND IT'S VERY EXCITING TO ME AND PROBABLY I THINK TO JANE AS WELL.

UM, THIS IS A TECHNOLOGY SOLUTION FOR OUR DEMAND RESPONSE, UH, SERVICES.

UH, WE'RE LOOKING TO, UM, AWARD A CONTRACT WITH THE SPARE LABS, INC.

AND UM, SO WHAT I WANTED TO DO IS JUST QUICKLY TALK THROUGH, UM, WHAT IS METRO ACCESS? IT'S BEEN A WHILE SINCE I'VE BEEN UP IN FRONT OF THIS BOARD AND AS WELL AS FOR THE PUBLIC WHO ARE MAYBE WATCHING THIS ONLINE TO, UM, JUST GIVE AN OVERVIEW OF WHAT METRO ACCESS IS.

WE ARE THE ADA PARATRANSIT SERVICE THAT IS PROVIDED HERE AT CAPITAL METRO.

WE, UM, ARE A, ESSENTIALLY A SAFETY NET SERVICE FOR PEOPLE WITH DISABILITIES, WHO BECAUSE OF THAT DISABILITY ARE UNABLE TO RIDE ON OUR FIXED ROUTE TRANSIT SYSTEM, SO THAT THE BUS ESSENTIALLY, UM, AND IN THE NEXT AGENDA ITEM, I'LL GO THROUGH A LITTLE BIT MORE IN DEPTH ABOUT THAT ELIGIBILITY PIECE OF IT.

BUT, UM, WE CERTIFY ALL OF OUR PASSENGERS THROUGH AN ELIGIBILITY PROCESS.

AND THEN, UM, ONCE YOU'RE ELIGIBLE, YOU'RE ABLE TO RESERVE TRIPS.

SO THE NIGHT BEFORE UP TO 5:00 PM THE NIGHT BEFORE YOU RESERVED TRIPS FOR THE NEXT DAY OR DAYS INTO THE FUTURE, UM, AND THEN WE PUT ALL THOSE TRIPS TOGETHER.

WE, WE SCHEDULE THEM AND THEN WE PUT THEM OUT IN A MANIFEST IS WHAT WE CALL THEM.

SO WHAT THE DRIVERS ARE SUPPOSED TO DO FOR THE NEXT DAY AND PICK UPS AND DROP OFFS AND ALL THAT.

SO, UM, THAT'S GENERALLY WHAT, UH, THE METRO ACCESS SERVICES AND THAT'S KINDA HOW IT WORKS.

UM, AND SO WHAT WE'LL TALK ABOUT TODAY IS REALLY THIS OPERATION SOFTWARE.

THIS SOFTWARE IMPACTS LITERALLY EVERY ASPECT, EVERYONE WHO'S INVOLVED IN METRO ACCESS IT'S, UM, FROM THE CUSTOMERS TO OUR OPERATORS, TO OUR DISPATCHERS, TO OUR ADMIN, REALLY ANYONE AND EVERYONE.

THIS IS OUR OPERATION SOFTWARE THAT STARTS AT ELIGIBILITY AND ENDS WITH THE VEHICLE OPERATORS ON THE STREET.

SO THIS IS A NEW SYSTEM AND IT WILL IMPACT EVERY METRIC AND KEY PERFORMANCE INDICATOR THAT WE HAVE AT THE AGENCY.

SO THIS IS HOW WE KNOW WE'RE, YOU KNOW, PROVIDING GREAT SERVICES, OUR KPIS.

SO THESE ARE THINGS THAT YOU'RE FAMILIAR WITH.

LIKE ON-TIME PERFORMANCE, THOSE THINGS THAT WE, WE PUT OUT THERE PUBLICLY, UM, ABANDONMENT RATES, WHICH IS, UM, HOW QUICKLY WE CAN ANSWER CALLS, HOLD TIMES, THOSE KINDS OF THINGS.

AND THEN HUNDREDS OF OTHER SMALLER METRICS THAT WE MEASURE SUCH AS PRODUCTIVITY, UM, UH, ELIGIBILITY OUTCOMES, ALL THOSE KINDS OF THINGS.

SO THIS REALLY, AGAIN, IF I HAVEN'T SAID IT ENOUGH, IT TOUCHES EVERY PIECE OF OUR OPERATION.

AND, UM, NOW I WANTED TO JUST TOUCH ON A LITTLE BIT OF, UM, SOME BACKGROUND, JUST SO YOU KIND OF SEE WHERE WE'VE COME AND WHERE WE ARE HERE NOW.

SO THIS IS, UM, AGAIN, WHAT I AM CONTINUING TO MENTION IS THAT THIS DOES TOUCH EVERY FUNCTION IF EVERY PIECE OF OUR OPERATION IN ELIGIBILITY, I MEAN, IN METRO ACCESS, STARTING WITH ELIGIBILITY, OUR CURRENT SYSTEM THAT WE HAVE IS A, THERE'S A SCREENSHOT OF IT ON THE RIGHT.

IT'S A PRETTY, UM, ANTIQUATED SYSTEM.

IT, IT, WE PUT IT IN, IN 2001.

SO AS FAR AS SOFTWARE GOES, THAT'S A LONG TIME TO HAVE SOME SOFTWARE

[00:30:01]

AND, AND YOU CAN SEE IT REFLECTS A SORT OF A 2001 SORTA FEELING.

UM, WE'VE BEEN UPGRADING IT REGULARLY.

YOU KNOW, WE NEED TO DO THAT FOR SAFETY AND SECURITY AND, AND ALL THOSE KINDS OF THINGS, BUG FIXES AND THOSE, THOSE KINDS OF GREAT THINGS.

WHAT WE DID, UM, IN 2019 WAS OUR LAST SOFTWARE UPGRADE THAT, UM, FRANKLY, DIDN'T GO VERY WELL.

UM, YOU MIGHT REMEMBER I CAME TO THIS BODY IN, UM, FEBRUARY OF 20, 20 AFTER WE HAD A LONG PERIOD OF TRYING TO GET THE SYSTEM WORKING.

WE HAD A LOT OF PROBLEMS WITH IT, A LOT OF ISSUES.

AND, UM, FEBRUARY OF 2020, I CAME TO THIS BOARD AND TALKED TO YOU ABOUT THOSE ISSUES.

AND THEN WE ALSO PROMISED TO YOU THAT WE WOULD MOVE FORWARD WITH REPLACING THE SOFTWARE AND GETTING SOMETHING THAT'S WORKED WELL FOR OUR CUSTOMERS AND OUR COMMUNITY.

SO THAT'S WHAT WE'VE DONE.

WE, UM, PROCEEDED FORWARD IN 2020 WITH THE PROCUREMENT THAT WE ENDED UP CANCELING.

UM, NOT JUST BECAUSE OF COVID, BUT BECAUSE THE SOFTWARE OUT THERE WASN'T QUITE DEVELOPED ENOUGH AND WE JUST, WE WEREN'T REALLY READY TO TAKE THAT STEP.

WE REINITIATED THE PROCESS OF PROCUREMENT IN 2000, I'M SORRY, 2021.

AND, UM, WE CAME WITH THE CONCLUSION FOR THE SPARE LABS, INC.

WE FEEL PRETTY COMFORTABLE WITH, UH, OUR DECISION IF WE FEEL LIKE THAT'S NOW BEEN PROVEN WELL ENOUGH.

SO, UM, I GUESS ONE THING THAT I WANT TO REALLY JUST TALK THROUGH IS WHY WE'RE EXCITED ABOUT THIS SOFTWARE, WHY YOU'RE EXCITED, WHY WE SHOULD ALL BE EXCITED ABOUT THIS SOFTWARE, UM, BECAUSE IT'S REALLY GONNA BE AN IMPROVEMENT FOR EVERY STAKEHOLDER THAT WE HAVE.

ONE OF THE THINGS THAT, YOU KNOW, WE JUST TALKED ABOUT WAS THE CLOUD-BASED SYSTEM.

SO WE'RE MOVING FROM A LOCALLY HOSTED TO A CLOUD BASED SYSTEM.

THAT ALONE IS GOING TO BE A REALLY IMPORTANT THING FOR US.

UM, THE CUSTOMER EXPERIENCE, WE'RE GOING TO HAVE ACCESSIBLE, UM, APPS FOR THE CUSTOMERS, UM, A WEB BASED SERVICE WHERE CUSTOMERS CAN GO IN AND ACTUALLY LOOK AT THEIR OWN, UM, INFORMATION AND THEIR OWN ACCOUNTS AND DO REAL-TIME TRIP BOOKING REAL-TIME CANCELLATIONS SIMILAR TO IF YOU'VE EVER USED A TNC TYPE OF APP.

IT'S NOW A LOT MORE, UM, REAL TIME FOR OUR CUSTOMERS.

SOMETHING THAT THEY DON'T HAVE CURRENTLY, UM, THERE'LL BE ABLE TO MANAGE THEIR OWN ACCOUNTS ON THE BACK END, WHICH IS GREAT.

UM, THEY'LL HAVE NOTIFICATIONS.

SO WE HAVE VOICE TEXT AND EMAIL NOTIFICATIONS.

YOU CAN DO ALL THREE.

IF YOU WANT, YOU CAN DO A MIX OF THE THREE.

YOU DON'T HAVE TO DO ANY OF THEM, BUT THAT'S A REALLY GREAT THING FOR FOLKS.

UM, IT ALLOWS THEM TO GET UP TO THE VEHICLE ON TIME.

IT ALLOWS US TO GET PEOPLE ON TIME.

IT'S REALLY A GREAT, GREAT SYSTEM FOR THAT.

WE'VE HAD, WE'VE PLAYED WITH THAT IN THE PAST WITH OUR PREVIOUS SOFTWARE, BUT IT JUST DID NOT WORK VERY WELL.

THIS IS A REALLY GOOD NEW, MODERN TECHNOLOGY THAT IS GOING TO WORK INCREDIBLY WELL FOR THAT.

AND I'M VERY EXCITED ABOUT IT.

WE'RE ABLE TO RATE OUR RIDES.

UM, OUR CUSTOMERS ARE, IT'S SOMETHING WE DO IN PICKUP RIGHT NOW ON OUR PICKUP SERVICE.

IT'S BEEN INCREDIBLY SUCCESSFUL BECAUSE WE'VE BEEN ABLE TO, WHENEVER WE SEE AN ISSUE THAT DAY OR THE NEXT DAY, FOLLOW UP WITH THE CUSTOMER, FIND OUT WHAT WENT WRONG AND THEN FIX IT.

WE DON'T HAVE TO WAIT FOR COMPLAINTS TO COME IN AND IT'S BEEN REALLY HELPFUL.

AND THEN WE HAVE A ACCOUNT-BASED FAIRER.

SO THAT'LL LINK IN WITH A BACKEND OF LIKE OUR BITE MARK SYSTEM.

UM, AND, AND FROM THE INTERNAL PERSPECTIVE, WHAT IS SO EXCITING IS THAT THIS IS ONE OF THE FIRST SOFTWARE PACKAGES THAT WE ARE FOCUSING HEAVILY ON HAVING ACCESSIBLE FROM THE INSIDE.

SO FOR OUR STAFF, SO THAT WE CAN START HIRING MORE PEOPLE WITH DISABILITIES.

THAT'S INCREDIBLY IMPORTANT TO US.

WE WANT TO START REFLECTING THE PEOPLE THAT WE'RE SERVING, AND THIS IS A REALLY BIG PIECE OF IT.

UM, THERE ARE NOT A LOT OF OPTIONS OUT THERE THAT, THAT ARE ACCESSIBLE FOR STAFF SIDE OF THINGS.

SO WE'RE REALLY HAPPY ABOUT THAT PIECE OF IT.

AND THEN, UM, THIS SOFTWARE HAS MODERN ALGORITHMS, OUR CURRENT SOFTWARE, UH, DOESN'T EVEN KNOW IF THERE'S A TRAFFIC JAM ON 9 35.

SO WE HAVE TO CONSTANTLY MANAGE THINGS AND IT'S PRETTY TOUGH.

UM, SO WE'LL HAVE MODERN ALGORITHMS WILL BE ABLE TO TELL IF THERE'S TRAFFIC JAMS, ALL THOSE KINDS OF THINGS, THINGS THAT YOU KIND OF EXPECT TRANSIT SOFTWARE TO DO, BUT NOW WE'RE FINALLY GETTING THAT.

AND I THINK WE'RE GOING TO HAVE A REALLY JUST INCREDIBLE EXPERIENCE WITH OUR CUSTOMERS BECAUSE THE SYSTEM IS GOING TO START FIXING THINGS BEFORE WE EVEN KNOW IT'S BROKEN AND THEN AUTOMATION OF WORKFLOW, WHICH IS ALWAYS HELPFUL WHEN YOU CAN TAKE THE HUMAN ERROR OUT OF THINGS.

SO WE ARE INTEGRATING THESE IN WITH OUR OTHER SYSTEMS HERE AT CAP METRO, UM, WITH OUR PHONE SYSTEM, UH, FOR THE RIDE REMINDERS AND THE TEXT AND EVERYTHING ELSE WITH OUR NEW AVAYA PHONE SYSTEM, OUR ENTERPRISE ASSET MANAGEMENT, WE'RE GOING TO BE ABLE TO INTEGRATE IN WITH THAT.

UM, WE'VE GOT OUR, UH, CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE, WHICH WILL BE GREAT.

SO WE DON'T HAVE AN ISOLATED CUSTOMER DATABASE OVER HERE.

WE'LL NOW BE ABLE TO INTEGRATE IT SO THAT WE'LL HAVE REALLY GOOD, CONSISTENT INFORMATION ACROSS THE AGENCY.

AND THEN THE CUSTOMER APP, UM, THE PAYMENT SYSTEM THROUGH BITE MARK THAT YOU'LL HAVE AN ACCOUNT-BASED SERVICE, WHICH WILL BE REALLY NICE TOO.

THAT'S NOT SOMETHING THAT'S CURRENTLY INTEGRATED IN THIS CONTRACT.

WE HAVE BUILT IN SOME PENALTIES FOR NON-PERFORMANCE BECAUSE BASED ON OUR PAST, WE WANTED TO MAKE SURE THAT WE DIDN'T, YOU KNOW, ANYTIME WE HAVE FAILURES THAT WE GET

[00:35:01]

QUICK RESPONSES, THIS ALLOWS US TO HAVE A 24 7, 365 SUPPORT, WHICH IS GREAT BEING THAT IT'S CLOUD HOSTED.

UM, AND WE'VE GOT, UM, PENALTIES FOR, IF IT'S, YOU KNOW, IT TAKES MORE THAN AN HOUR TO GET THE SYSTEM FIXED.

YOU KNOW, THINGS LIKE THAT.

WE REALLY STARTED THINKING THROUGH ALL OF THE THINGS THAT HAVE HURT US IN THE PAST, AND WE APPLIED THOSE AND PUT THEM AS PENALTIES IN THIS CONTRACT.

SO, SO TODAY WE'RE, UM, WE'RE SEEKING APPROVAL FOR THE, UH, CONTRACT WHERE DESPAIR LABS INC THEY'RE PRIVATELY OWNED COMPANIES STARTED 2015.

SO IT'S REALLY THE LATEST, NEWEST TECHNOLOGY.

AND IT'S, IT'S, IT'S DONE REALLY WELL.

IT'S HEADQUARTERED IN VANCOUVER, BRITISH COLUMBIA.

UM, THEIR EXPERTISE IS ADA PARATRANSIT, AS WELL AS THE ON-DEMAND SERVICES.

FIRST, LAST MILE, THOSE KINDS OF THINGS.

AND THEY HAVE A CUSTOMER BASE OF OVER 85 CUSTOMERS ON FOUR CONTINENTS.

SO IT IS ACTUALLY A BIG COMPANY.

THEY'VE HAD REALLY GREAT SUCCESS, AND WE'VE HEARD A LOT OF REALLY GOOD THINGS FROM THE OTHER AGENCIES THAT WE'VE BEEN TALKING WITH ABOUT THAT.

SO THE, UM, AWARD IS GOING TO BE, WE'RE LOOKING FOR A RECOMMENDATION, A RECOMMENDED AWARD, 4 MILLION, 200, $1,206.

THE SOFTWARE STARTUP TIMELINE IS GOING TO BE 12 MONTHS IS THE ANTICIPATED STOCK, UM, STARTUP TIME.

BUT AGAIN, THIS IS SOMETHING THAT WE DON'T HAVE A LOT OF I'M VERY RISK AVERSE.

SO IF IT DOES TAKE A FEW MONTHS LONGER, I'M FINE WITH THAT.

AS LONG AS WE GET THE RIGHT ANSWER AND THE RIGHT SOLUTION, WE WANT TO MAKE SURE THAT WE DO NOT PUT ANYTHING OUT TOO EARLY.

SO, BUT WE ARE LOOKING AT A 12 MONTH TIMELINE ON, IN GENERAL.

SO WE'VE GOT THE BASE PERIOD THROUGH SEPTEMBER OF 2023, AND THEN WE'VE GOT 10 ONE-YEAR OPTIONS.

UM, AND OUR NEXT STEPS ON THIS WILL BE TO BEGIN THE KICKOFF OF THE DESIGN ACTIVITIES IN THE BEGINNING OF 2022.

UM, SO ONCE WE'RE DONE WITH THIS HOLIDAY SEASON, WE'LL START ALL OF THAT.

WE'RE GOING TO START THE, THAT WITH OUR INTERNAL STAKEHOLDERS, AS WELL AS EXTERNAL.

WE'RE GOING TO BRING PEOPLE IN FROM THE VERY BEGINNING, JUST TO MAKE SURE THAT WE HAVE ENGAGEMENT AND BUY IN FROM THE COMMUNITY, FROM THE EARLIEST STEPS THROUGHOUT 2022, WE'LL BE DOING THE SOFTWARE INTEGRATION, MORE ENGAGEMENT OF THE STAKEHOLDERS, HARDWARE, AND SOFTWARE TESTING.

WE'RE GOING TO BE TRAINING OUR STAFF.

OUR STAFF INCLUDES OUR SCHEDULERS, OUR DISPATCHERS, OUR VEHICLE OPERATORS, OUR ROAD SUPERVISORS, OUR ELIGIBILITY TEAM.

IT'S A LOT OF FOLKS TO TRAIN.

SO WE'LL BE DOING A LOT OF TRAINING IN LATE 20, 22, AND THEN COMMUNITY OUTREACH, AS WELL AS TRAINING THE COMMUNITY AS WELL.

WE DO KNOW THAT TRAINING THE COMMUNITY IS IMPORTANT.

WE LEARNED THAT DURING PICKUP TRAINING PEOPLE, HOW TO USE THE APP TRAINING PEOPLE, HOW TO, YOU KNOW, FUNCTIONALLY, UM, USE THE SERVICE IS A REALLY IMPORTANT PIECE OF IT.

AND THEN WE'LL BE PILOTING AT THE END, UM, END OF 20, 22 AND HOPE TO LAUNCH IN 2023.

UM, AND WE, UM, ARE PRETTY EXCITED ABOUT THIS TIMELINE.

WE THINK IT'LL BE GREAT, AND WE'LL KEEP YOU UPDATED AS WE MOVE FORWARD WITH, UH, PROGRESS ON THIS.

AND WE CAN TAKE ANY QUESTIONS THIS TIME.

THANK YOU, CHAD.

UM, QUESTIONS MEMBER STRATTON.

HEY CHAD, FIRST OF ALL, THANK YOU THAT THIS IS AMAZING.

THIS IS AWESOME.

VERY EXCITED TO SEE THAT THIS IS FINALLY COMING TO FRUITION, ESPECIALLY AFTER SEEING WHAT BEING I WAS REMINDED OF THAT I SAW THAT SLIDE, THE PICTURE OF THE, UH, THE SOFTWARE AND I, I HAD A FLASHBACK TO WHEN Y'ALL CAME TO US LAST TIME ST.

STATING YOU WANTED TO, THAT IT WAS TIME TO READ, PROCURE, AND THAT Y'ALL HAD SOME PROBLEMS. I'M GLAD WE'RE FINALLY GETTING TO THIS POINT.

IF YOU COULD REFRESH MY MEMORY THOUGH, UM, REMIND ME IF THIS WILL ALSO BE UTILIZED OR CONNECTED AT ALL TO OUR, UM, TO OUR PICKUP SERVICE FOR ON-DEMAND, BECAUSE THEN I KNOW THAT PICKUP CAN ALSO BE UTILIZED WITH OUR METRO ACCESS CUSTOMERS.

AND IN FACT, WE'RE WHERE WE'RE IN MANY WAYS, TRYING TO ENCOURAGE OUR METRO ACCESS CUSTOMERS TO USE PICKUP, BECAUSE IT CAN GO MORE PLACES, MORE FREQUENTLY, MORE QUICKLY BECAUSE THE DEMAND THAT DEMAND RESPONSE SYSTEM CAN ACTUALLY MEET THEIR NEEDS.

YOU DON'T HAVE TO CALL IT SCAN.

THEY DON'T HAVE TO SCHEDULE THEIR TRIPS 24 HOURS IN ADVANCE.

THEY CAN LITERALLY BOOK IT, BOOM, JOHNNY ON THE SPOT, LIKE WITH, YOU KNOW, 30 MINUTES NOTICE.

SO CAN YOU, CAN YOU WALK ME THROUGH A LITTLE BIT THERE ABOUT HOW THIS SYSTEM IS GOING TO INTERACT WITH THE PICKUP, IF AT ALL? YEAH, SO THIS ISN'T GOING TO BE AN AUTOMATED RIGHT AWAY OUT THE GATE, AN AUTOMATED SYSTEM WHERE WE'RE, WE'RE LINKING INTO OUR DISPATCHERS DO SIT NEXT TO EACH OTHER.

AND THEY, A LOT OF THIS IS EDUCATING OUR METRO ACCESS CUSTOMERS THAT THEY CAN USE PICKUP.

AND SO WE DO OFTEN TEACH OUR FOLKS WHO WE, WE, WE DON'T AUTOMATICALLY DO AN INTEGRATION.

WE DO TEACH FOLKS HOW TO ACCESS, PICK UP IF THEY NEED, WE DO TRAVEL TRAINING AS WELL, AND WE IDENTIFY ANYONE WHO'S ON METRO ACCESS, WHO HAS TAKEN A TRIP THAT BEGINS AND ENDS WITHIN A ZONE.

WE REACH OUT TO THEM AND TALK TO THEM AND WALK THEM THROUGH HOW TO USE IT.

UH, WE DON'T NECESSARILY JUST AUTOMATICALLY PORT THE TRIP OVER.

WE WANT TO GIVE THEM A LITTLE BIT OF A HEADS UP AND KIND OF TEACH THEM, CAUSE IT'S A LITTLE BIT DIFFERENT THAN, THAN METRO ACCESS, BUT THAT'S GENERALLY WHAT WE'RE DOING RIGHT NOW TO ENCOURAGE METRO

[00:40:01]

ACCESS USERS TO USE.

AND AS A FOLLOWUP THERE IS WITH THIS, BRINGING THIS NEW SOFTWARE ON BOARD, IS THE REQUIREMENTS STILL GOING TO BE BOOKING THEIR TRIPS 24 HOURS IN ADVANCE, OR WILL THIS GIVE THEM MORE FLEXIBILITY? AND WE'RE GOING TO BE ABLE TO RESPOND TO THEM MORE QUICKLY.

THIS ALLOWS YOU TO BOOK YOUR TRIP UP TO 5:00 PM THE NIGHT BEFORE.

SO THIS WOULD BE, SO IF YOU TRAVEL AT FOUR 30 THE NEXT MORNING, YOU KNOW, IF THAT'S STILL GOING TO BE THE DAY BEFORE, SO THAT THERE'S TIME TO SCHEDULE AND DO ALL THAT KIND OF THING, BECAUSE WE NEED TO STILL BUILD ALL OF THE MANIFESTS TOGETHER THE NIGHT BEFORE.

OKAY.

OKAY.

BUT IF THEY WERE, IF THEY WERE GOING TO TRAVEL WITHIN THE W HOW WE'RE HANDLING THIS IS IT.

IF THEY'RE, IF THEY HAPPEN TO LIVE WITHIN AND THEY'RE TRAVELING WITHIN A PICKUP ZONE, UM, I'LL JUST USE AN EXAMPLE CASE IN POINT, IF THEY LIVE IN LEANDER SAY, AND THEY'RE UTILIZING THE, YOU KNOW, METRO ACCESS, BUT THEY ARE IN, THEY'RE CALLING IT BY 5:00 PM.

THEY'RE HAVING TO SCHEDULE THEIR TRIP, YOU KNOW, A DAY IN ADVANCE BASICALLY, BUT THEY LIVE IN THAT PICKUP ZONE AREA.

AND THEY'RE TRAVELING WITHIN THAT PICKUP ZONE AREA.

WE'RE WORKING WITH THOSE PEOPLE TO, TO THOSE FOLKS AND SAY, HEY, GUESS WHAT, YOU, YOU, YOU KNOW, YOU CAN USE THIS, THIS OTHER SERVICE WE HAVE, AND YOU CAN SCHEDULE IT UP TO 30 MINUTES AS OPPOSED TO, YOU KNOW, 24 HOURS IN ADVANCE.

AND YOU CAN USE THAT, THAT.

AND SO WE ARE WORKING WITH THEM IN THAT REGARD.

ABSOLUTELY.

WE DO A RE WE OUTREACH TO ANYONE WHO HAS A, THEIR ADDRESS WITHIN ANY OF OUR ZONES.

WE JUST LET, WE DO A LOT OF OUTREACH, JUST LETTING FOLKS KNOW THEY CAN DO SAME DAY, RIGHT? JUST IN TIME.

AS SOON AS YOU WANT TO TRAVEL, YOU CAN JUST PICK UP AS WELL AS PEOPLE WHO'VE DONE THEIR TRIPS, THEIR ACTUAL ORIGIN AND DESTINATION WITHIN THOSE ZONES.

AND WE DO AN EXTRA LEVEL OF OUTREACH TO THAT AND ENCOURAGE PEOPLE AND INCENTIVIZE THEM TO TAKE THOSE TRIPS TOO.

SO IT'S A VERY HANDS-ON PROCESS THAT WE DO, BUT IF, IF THEY ARE, IF THEY DON'T LIVE, IF THEY ARE TRAVELING, IF THEY LIVE IN THE PICKUP ZONE, BUT ARE TRAVELING OUTSIDE THE PICKUP ZONE, THEY'RE STILL UTILIZING ACCESS AT THAT POINT.

THEY'RE FREQUENTLY YES.

ACCESS.

ABSOLUTELY.

THAT'S BUILT SO THAT THEY CAN USE METRO ACCESS WHEN IT MAKES SENSE, PICK UP WHEN IT MAKES SENSE, THE FIXED ROUTE BUS, WHEN IT MAKES SENSE AND SO ON AND SO FORTH.

WE'RE, WE'RE DEFINITELY, THERE'S A RESOURCE TO HELP DIRECT, TO HELP DIRECT AND PROVIDE AND SAY, HEY, YOU'VE GOT THESE ACCESS.

THESE ARE THE TOOLS IN THE TOOLBOX FOR WHAT'S APPROPRIATE.

AND THIS IS GOING TO HELP MAKE THE ACCESS PIECE ITSELF THAT MUCH MORE EFFECTIVE AND EFFICIENT.

ABSOLUTELY.

WE'LL TALK ABOUT THAT AT OUR NEXT AGENDA ITEM.

THAT'S PART OF IT.

OH, OKAY.

RIGHT.

THANKS.

GREAT.

LEAD-IN THANK YOU.

OTHER QUESTIONS.

NONE AT CHAD.

I'VE GOT ONE, WHICH IS, ARE WE USING A VERSION WHICH IS ALREADY IN USE VERSUS THIS CUSTOMIZED AND PARTICULAR FOR KENT METRO, THE GENERAL BUILD OF THIS IS ALREADY IN USE, BUT WE WILL BE CUSTOMIZING IT AND ADDING A LOT OF OUR INTEGRATIONS AND OUR SPECIAL BITS AND PIECES TO IT, BUT IT IS ALREADY IN USE.

YEAH.

YOU MADE REFERENCE TO, BUT I JUST WANT TO CONFIRM THAT WE HAVE, YOU SAID, I THINK THEY HAVE 85 CUSTOMERS.

I ASSUME A GOOD CHUNK OF WHICH ARE OF SIMILAR SIZE AND COMPLEXITY OF OURS.

THERE ARE A FEW OF THEM, NOT AS MANY, THE, UM, BUT THERE ARE SEVERAL THAT ARE NEAR OUR SIZE, ESPECIALLY RIGHT NOW WITH OUR COVID NUMBERS.

THERE ARE NOT MANY THAT ARE DOING THE NUMBER OF TRIPS WE'RE DOING.

JUST WANTING TO MAKE SURE WE'RE NOT ON THE BLEEDING EDGE OF THE TECHNOLOGY THAT THIS IS WELL-ESTABLISHED AND WE'RE COMFORTABLE THAT YOU'RE NOT GOING TO BE HELPING THEM BUILD THE SYSTEM.

YES, SIR.

GOOD OTHER QUESTIONS? VERY WELL.

UH, HEARING NONE CHAIR WILL ENTERTAIN A MOTION WITH RESPECT TO ACTION ITEM, NUMBER TWO, REMEMBER STRATTON AT THE MOTIONS.

SECOND, SECOND, SECOND.

BY VICE CHAIR.

TREVELYAN ANY, UH, DISCUSSION HEARING NONE THEN, UH, ALL IN FAVOR, PLEASE INDICATE BY SAYING AYE.

AYE.

ANY OPPOSED? NAY MOTION CARRIES EIGHT TO ZERO.

THANK YOU.

I THINK YOU'RE STILL AT BAT.

THANKS JANE.

GREAT ACTION.

ITEM NUMBER

[VII.3. Approval of a resolution authorizing the President & CEO, or his designee, to finalize and execute a contract with MTM, Inc., in an amount not to exceed $2,090,874 in order to provide functional assessment services for the MetroAccess Eligibility Department. This amount is for a base term of three (3) years with two (2) one year options for a total of up to five (5) years.]

THREE, APPROVAL OF A RESOLUTION AUTHORIZING THE PRESIDENT AND CEO OR HIS DESIGNEE TO FINALIZE AN EXECUTED CONTRACT WITH MTM INC IN AN AMOUNT NOT TO EXCEED $2,090,874 IN ORDER TO PROVIDE FUNCTIONAL ASSESSMENT SERVICES FOR THE METRO ACCESS ELIGIBILITY DEPARTMENT.

THIS AMOUNT IS FOR A BASE TERM OF THREE YEARS WITH TWO ONE-YEAR OPTIONS FOR A TOTAL OF UP TO FIVE YEARS.

CHAD FOR JURORS.

WONDERFUL.

UM, GOOD AFTERNOON.

AGAIN, MY NAME IS CHAD VALENTINE, VICE OF DEMAND RESPONSE AND INNOVATIVE MOBILITY.

I'M HERE TODAY TO TALK ABOUT THE METRO ACCESS ELIGIBILITY AND FUNCTIONAL ASSESSMENT CONTRACT THAT WE ARE SEEKING TO HAVE APPROVAL WITH.

UM, FROM MEDICAL TRANSPORTATION MANAGEMENT MTM.

UM, WITH ME TODAY, I HAVE SARAH SANFORD, SHE'S OUR MANAGER OF, UH, ELIGIBILITY AND CUSTOMER SERVICES.

UM, SO IT'S ALWAYS GOOD TO BRING A FAMILIAR FACE IN HERE.

THIS IS AN AREA THAT'S REALLY IMPORTANT TO THE AGENCY, BUT IT'S ONE THAT'S NOT REALLY WELL KNOWN.

AND SO I THINK IT'S A GREAT TIME TO TALK THROUGH SOME

[00:45:01]

OF THIS.

AND AGAIN, WANTED TO MENTION A LITTLE BIT MORE ABOUT ADA PARATRANSIT.

I KNOW I DID LAST TIME, BUT THE, UM, YOU KNOW, WHAT IS ADA PARATRANSIT? IT IS AGAIN A SAFETY NET FOR PEOPLE WHO HAVE, UH, WITH A DISABILITY.

AND FOR THAT REASON, BECAUSE OF THE DISABILITY, THEY'RE NOT ABLE TO USE THE REGULAR CITY SERVICES OR THE READY REGULAR CAP, METRO TRANSIT SERVICES LIKE BUS AND RAIL.

UM, THIS IS THERE'S LANGUAGE HERE THAT TALKS, UH, THAT SHOWS THE REGULATIONS 49 CFR THAT WE FOLLOW.

SO EVERY AGENCY OF OUR SIZE OR LARGE AGENCIES IN THE COUNTRY WHO PROVIDE ADA PARATRANSIT ARE REQUIRED TO HAVE AN ELIGIBILITY PROCESS TO DETERMINE IT AS WELL AS TO STRICTLY LIMIT THE PARATRANSIT ELIGIBILITY TO INDIVIDUALS, UM, SPECIFIED IN THE REGULATIONS AND WHAT THAT IS IS ESSENTIALLY, WE WANT TO MAKE SURE THAT WE PROVIDE THE SERVICE TO PEOPLE WHO REALLY NEED THE SERVICE AND MAKE SURE THAT WE DO HAVE A, A SCREENING PROCESS THAT, UM, MAKE SURE THAT IT'S REALLY JUST KEPT FOR THEM.

IT IS A SAFETY NET AND THE IDEA IS WE REALLY WANT TO MAKE SURE THAT WE HAVE LONG SERVE LONGTERM SUSTAINABILITY OF THE PROGRAM.

THIS IS A PRETTY EXPENSIVE PROGRAM.

SO WE WANT TO MAKE SURE IT'S REALLY, UH, KEPT FOR THE FOLKS THAT REALLY NEED IT.

THE MOST, ANOTHER SIDE THING TO MENTION IS, UM, PARATRANSIT METRO ACCESS IS A NON NON-EMERGENCY TRANSPORTATION.

UM, IT'S ALSO, UM, PARATRANSIT.

UH, ALSO GREAT THING TO MENTION IS PARATRANSIT THE PARA AND PARATRANSIT.

IT MEANS THAT WE'RE PARALLEL.

SO WE'RE PARALLEL TO THE FIXED ROUTE BUS SERVICES.

WE GO WHERE THE, SO IF A BUS GOES OUT TO THE ONE NEIGHBORHOOD TO A CERTAIN HOUR, THAT'S WHERE WE GO.

WHEN THE BUS STOPS RUNNING, WE STOP RUNNING.

SO IT'S A VERY PARALLEL SERVICE AND IT'S ALWAYS GOOD TO KEEP THAT IN MIND.

SO WE'LL TALK ABOUT THE ELIGIBILITY PROCESS.

THIS IS AN IN-PERSON ELIGIBILITY PROCESS THAT WAS APPROVED IN 2010.

WE ROLLED IT OUT IN 2011.

IT'S UM, I THINK A GREAT PROCESS AND IT'S ONE THAT HAS BEEN COPIED ACROSS THE COUNTRY BY OTHER AGENCIES.

AND, UM, SARAH STILL PROBABLY FEELS LOTS OF CALLS ABOUT OUR ELIGIBILITY PROCESS, UM, BECAUSE PEOPLE REALLY HAVE, UH, REALLY APPRECIATED WHAT WE'VE DONE HERE IN AUSTIN.

SO THE FLOW OF IT IS IN GENERAL, YOU, WHEN YOU REQUEST A, UH, CONTRACT, I MEAN, SORRY, YOU, YOU HAVE YOUR CONTACT, YOU HAVE, YOU REQUEST YOUR APPLICATION AT THAT POINT.

WE TALK WITH YOU, WE EXPLAIN, YOU KNOW, WHAT IS PARATRANSIT, WHAT ISN'T, UM, AND THEN ONCE WE HAVE THAT QUICK CONVERSATION WITH YOU, WE SEND YOU YOUR APPLICATION.

WHEN YOU RETURN THE APPLICATION, WE SCHEDULE AN APPOINTMENT AT THAT TIME, WE REVIEWED THE APPLICATION AND MAKE SURE IT'S, IT'S ALL DONE.

IT'S A REALLY SHORT APPLICATION.

WE STARTED WITH A VERY LONG APPLICATION YEARS AGO.

WE'VE REALLY SHRUNK IT DOWN TO A VERY SHORT AND EASY FOR FOLKS TO FILL OUT KIND OF APPLICATION.

AND ONCE WE SCHEDULE FOLKS, EITHER, USUALLY WE CAN DO IT NEXT FEW DAYS.

SOMETIMES YOU HAVE TO SCHEDULE IT OUT A FEW WEEKS, JUST DEPENDING ON WHEN A PERSON CAN GET IN.

WE, UM, WE'LL BRING SOMEBODY IN TO OUR FACILITY DOWN AT NINTH AND LAVACA.

IF THEY WANT A RIDE, WE WILL GIVE THEM A FREE RIDE TO, AND FROM THE APPOINTMENT WE DO THE IN-PERSON REVIEW WITH OUR STAFF AND THEN, UM, IF NEEDED A FUNCTIONAL ASSESSMENT WILL HAPPEN.

AND THAT'S WHERE THE MTM STAFF TAKE OVER.

THESE ARE, UM, THERAPISTS, OCCUPATIONAL PHYSICAL THERAPISTS THAT DO THESE ASSESSMENTS.

THIS IS REALLY AN ASSESSMENT BASED ON FUNCTIONAL ABILITIES.

AND IT'S, UM, IMPORTANT TO NOTE THAT THIS IS A TRANSPORTATION DECISION.

IT'S NOT A MEDICAL DECISION.

SO THEY'RE REALLY LOOKING AT HOW THE DISABILITY AFFECTS YOUR ABILITY TO USE PUBLIC TRANSIT, LIKE READ TIMETABLES, UM, IDENTIFY THAT A BUS IS COMING, THOSE KINDS OF THINGS AND GET OVER, UH, BREAKS AND SIDEWALKS, ALL THOSE KINDS OF THINGS.

SO ONCE THAT IS DONE, THE ASSESSMENT IS DONE.

WE DO THE FOLLOW-UP AND PROCESSING AND WE DETERMINE YOUR ELIGIBILITY.

AND WE LET YOU KNOW, FAIRLY QUICKLY, WE ARE AROUND A FOUR DAY TURNAROUND.

THE REQUIREMENT AT THE FEDERAL LEVEL IS 21 DAYS IS FOR ANY TRANSIT AGENCY DOING ELIGIBILITY WE'RE AROUND FOUR DAYS OF, OF THE PROCESSING.

SO THAT'S PRETTY IMPRESSIVE.

AND WE'RE REALLY HAPPY ABOUT THAT.

UM, THERE IS AN APPEAL PROCESS IF THERE ARE FOLKS WHO DON'T AGREE WITH THEIR, UM, ELIGIBILITY, BUT WE HAVE NOT HAD ONE IN A LONG, LONG TIME, UH, OVER A YEAR FOR SURE.

UM, WE, WE RARELY HAVE THEM, UM, BECAUSE WE, BY THE TIME WE HAVE THESE CONVERSATIONS, PEOPLE UNDERSTAND WHAT, WHAT THE DECISION IS AND WHY.

AND, UM, AND IN GENERAL, WE, WE DO A MONTHLY SATISFACTION SURVEY WITH ALL OF OUR CUSTOMERS.

WHO'VE GONE THROUGH THE PROCESS.

THAT'S ALSO PART OF THIS CONTRACT THAT WE'RE REQUESTING APPROVAL OF.

AND OVER THE LAST FIVE YEARS, WE'VE HAD AN 8.8 OUT OF 10 CUSTOMER SATISFACTION NUMBER, WHICH IS GREAT FOR PROCESS LIKE ELIGIBILITY.

UM, THIS INCLUDES PEOPLE WHO ARE MAYBE DENIED SERVICE IT'S ACROSS THE BOARD, EVERYONE.

SO 8.8 OUT OF 10 IS A REALLY GOOD, UM, CUSTOMER SATISFACTION NUMBER.

SO WITH ELIGIBILITY, UM, IT'S A LOT MORE THAN JUST ELIGIBILITY DETERMINING WHETHER YOU'RE ABLE TO GET ON THE SERVICE OR YOU'RE ABLE TO USE THE SERVICE OR NOT.

IT'S A REALLY COMPREHENSIVE APPROACH TO HOW WE DO THINGS.

SO

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WE'RE LOOKING AT, WE REALLY ARE TRYING TO FOCUS ON INDEPENDENCE, EDUCATION, AND SUPPORT.

UM, AND SO WE LOOK AT, WE REALLY ARE LOOKING TO STRENGTHEN THE CUSTOMERS, UM, OR THEIR CONNECTION WITH THE CUSTOMERS.

YOU KNOW, SOME OF THE THINGS THAT WE DO, WE TEACH THEM ABOUT OUR, UH, CAP METRO SERVICES.

SO THIS IS WHERE WE TALK ABOUT THE PICKUP SERVICE.

AND WE TALK ABOUT THE BUS AND ALL THE OTHER SERVICES.

IF THEY'RE INTERESTED, WE TEACH THEM HOW TO DO IT.

WE TALK THEM THROUGH IT.

UM, WE REALLY TO GET THEM TO, WE WANT TO BE, HAVE THEM AS TRANSPORTATION CUSTOMERS, WHETHER IT'S ON METRO ACCESS, WHETHER IT'S ON BUS, WE DON'T REALLY, WE JUST WANT TO BE THE TRANSPORTATION PROVIDER.

UM, WE CONNECT THEM WITH COMMUNITY SERVICES.

SOMETIMES FOLKS, YOU KNOW, MAYBE AS WE'RE TALKING TO THEM, THEY MIGHT NOT HAVE A RAMP AT THEIR HOME.

SO WE CONNECT THEM WITH THE CITY TO THE RAMPS PROGRAM.

WE CONNECT THEM WITH ALL OF THESE OTHER SERVICES, BECAUSE IT'S NOT JUST ELIGIBILITY THAT WE'RE DOING.

WE'RE REALLY GETTING A FULL PICTURE OF HOW THEY GET AROUND AND HOW THEY, UM, CAN YOU GET OUT OF THE HOUSE AND HOW THEY CAN GET INDEPENDENCE? UM, CUSTOMER CONCERNS.

WE ADDRESS THOSE AS THEY COME UP, WE IDENTIFY SAFETY RISKS.

I COULD GO ON FOR A WHILE ON THESE, BUT, UM, JUST WANTED TO GIVE YOU A KIND OF A BIGGER PICTURE OF WHAT IT IS THAT THEY'RE DOING DOWN THERE.

WE ALSO, UM, DO ONGOING CUSTOMER SUPPORT.

SO WHEN YOU'RE DONE WITH YOUR ELIGIBILITY, WE'RE STILL KEEPING AN EYE ON YOU.

WE'RE STILL KEEPING AN EYE ON HOW YOU'RE DOING ALL THOSE KINDS OF THINGS.

UM, LIKE FOR EXAMPLE, IF A BUS DRIVER, UM, IDENTIFIES THAT A CUSTOMER'S JUST NOT DOING WELL, LIKE MR. GREEN HAS BEEN GREAT BECAUSE I SEE HIM DECLINING OR HIS HOUSE IS NOT MEETING HIS NEEDS ANYMORE.

THAT'S WHEN THEY, THAT COMPLAINT COMES BACK TO, UH, THE ELIGIBILITY DEPARTMENT AND THEY CALL THE CUSTOMER, THEY TALKED TO THEM, THEY FIND OUT WHAT'S GOING ON, WHAT WE NEED TO DO.

MAYBE THEY NEED TO MOVE FROM A WALKER TO A WHEELCHAIR.

THEY HELP TRY TO FACILITATE THESE CONVERSATIONS.

UM, WE DO MOBILITY AID SECUREMENT.

SO ANYONE WHO RIDES ON THE BUSES OR THE TRAINS, IF YOU HAVE A WHEELCHAIR, WE WILL PUT, UM, SECUREMENTS ON THOSE WHEELCHAIRS IN THESE YELLOW LOOPS, YOU MIGHT'VE SEEN THEM AROUND TOWN.

THAT'S WHAT WE DO SO THAT, UM, SO THAT OUR FIXED ROUTE BUS OPERATORS KNOW WHERE TO SECURE THE WHEELCHAIRS BECAUSE NO WHEELCHAIRS THE