* This transcript was created by voice-to-text technology. The transcript has not been edited for errors or omissions, it is for reference only and is not the official minutes of the meeting. [00:00:02] AND, AND RIGHT ON TIME. ALRIGHT. [I. Call to Order] WITH A QUORUM BEING ESTABLISHED WITH, WITH, UH, ZOE ONLINE. GOOD AFTERNOON. THANK YOU FOR JOINING US AT THE APRIL MEETING OF THE CAP METRO BOARD OF DIRECTORS. UH, I CALL THE MEETING TO ORDER. TODAY IS MONDAY, APRIL 20TH AND THE TIME IS 12 O'CLOCK. UH, LOOKS LIKE WE [II. Safety Briefing] WILL BE GETTING A SAFETY BRIEFING ON OUR FIRST AGENDA ITEM TODAY. UM, MR. JAMAL? THANK YOU. CHAIR ILIAN. GOOD AFTERNOON. I'M DARRYL JAMEL AND I SERVE AS THE PUBLIC SAFETY AND EMERGENCY MANAGEMENT DIRECTOR AT CAPITAL METRO. EXCUSE ME JUST A MINUTE. WE HAVE, UM, OUR MEETING TODAY IN THE BOARDROOM AT 29 10 EAST FIFTH, THE ROSA PARKS BOARDROOM. OUR EMERGENCY, ANY REPORTED EMERGENCY, WILL BE MADE IN A NINE ONE ONE CALL BY EITHER CAP METRO STAFF OR OUR SECURITY GUARDS. IF WE HAVE TO EVACUATE THIS ROOM, WE WILL ASSEMBLE AT THE FAR EAST END OF THIS PARKING LOT. THERE'S A SIGN THAT YOU SEE ON THE SLIDE THAT SHOWS WHAT THAT POINT LOOKS LIKE AND WE WILL ASSEMBLE OUT THERE AND TAKE ROLE. MAKE SURE WE HAVE EVERYBODY. IF YOU HAVE MOBILITY CHALLENGES AND WE DO NEED TO EVACUATE THROUGH THIS EXTERIOR DOOR ON THE SIDE OF THE ROOM, PLEASE WAIT AT THE TOP AND WE'LL ASSIST YOU DOWN THE STEPS. THERE IS AN AUTOMATIC EXTERNAL DEFIBRILLATOR LOCATED NEXT TO THE ELEVATOR, DOWN THIS HALLWAY BY THE SECURITY GUARD. AND THERE'S ALSO A FIRE EXTINGUISHER LOCATED JUST BEHIND ME IN THIS CORNER OF THE ROOM IF WE NEED IT. THANK YOU. ALRIGHT. THANK YOU VERY MUCH AND IF YOU HAVE AN UMBRELLA WITH YOU, I WOULD RECOMMEND THAT YOU KEEP, ALL RIGHT. ALRIGHT, LET'S SEE. OUR NEXT [III. Public Comment] AGENDA ITEM WILL BE OUR PUBLIC COMMENT. EACH SPEAKER WILL HAVE THREE MINUTES, UNLESS THEY'RE SPEAKING ON TWO AGENDA ITEMS OR THEY'RE REPRESENTING A GROUP WITH ONE OR MORE PERSONS IN THE ROOM, IN WHICH CASE THEY'LL HAVE FIVE MINUTES. I UNDERSTAND THAT WE HAVE SEVERAL, UH, PEOPLE SIGNED UP WITH US IN ADVANCE TO SPEAK. UH, GOOD, GOOD AFTERNOON, VICE CHAIR. ALRIGHT, AND, UH, SO THE FIRST WILL BE A REMOTE SPEAKER, MS. CINDY, UH, CYNTHIA WASHINGTON, MS. WASHINGTON. UM, SHE ONLINE. MR. CHAIR, I HAVE NOT SEEN EITHER OF OUR REMOTE PUBLIC COMMENTERS JOIN OUR MEETING YET TODAY. UH, UH, I WILL GIVE YOU THE SIGNAL IF I SEE EITHER OF THEM COME ON WITH US. OKAY. SO THAT MEANS YOU'VE NOT SEEN MS. WASHINGTON OR MS. JOSEPH? THAT'S CORRECT. OKAY. THEN WE WILL CALL UP MR. BRENT PAYNE AND HE WILL HAVE FIVE MINUTES SPEAKING ON BEHALF OF, OF THE UNION. GOOD EVENING, CHAIR. I SEE YOU. ARE YOU ON? IS THERE A BUTTON DOWN THERE? LOOKS LIKE A LITTLE GUY. THERE YOU GO. AM I? WELL, YOU KNOW, I LIKE TO TALK DEEP AND SEXY, SO, ALL RIGHT. UH, I HAVEN'T SEEN ANYONE. SO, UH, FIRST OF ALL, I WANNA SAY HAPPY NEW YEAR TO Y'ALL SINCE I HAVEN'T SPOKEN TO ANYBODY SINCE PROBABLY LAST YEAR. UH, BRIEFLY, I JUST WANT TO TALK ABOUT, OF COURSE Y'ALL AWARE I'M IN THE MIDDLE OF NEGOTIATIONS WITH, UH, MY EMPLOYER, KEOLIS. UH, WE'RE MOVING ALONG. WE HAVE DATES SCHEDULED FOR NEXT THIS WEEK, TUESDAY AND WEDNESDAY. UH, I DO FORESEE A PROBLEM COMING UP. UH, LIKE I SAID, WE ARE IN CONSTANT COMMUNICATION AND MY PROBLEM IS NOT NECESSARILY WITH KEOLIS, MAYBE WITH THEIR CLIENT BECAUSE WE ARE TALKING ABOUT CERTAIN THINGS THAT I FEEL IS OUT OF THEIR CONTROL OF THEIR CONSTRUCT, MEANING THEY HAVE TO ALWAYS GET BACK TO ME, WHICH CAN BE A LITTLE IRRITATING. UM, I JUST WANT TO TALK ABOUT HOW THE EMPLOYEES THAT I REPRESENT ARE CURRENTLY FEELING. AND THE ONLY SIMPLE WAY I CAN USE IT IS AN ANALOGY OF A HOUSE. WHEN YOU HAVE A HOUSE, AND I FEEL THE CAPITAL METRO TRANSPORTATION AUTHORITY IS A VERY BEAUTIFUL HOUSE. UH, IT'S PUT TOGETHER NICELY. WE HAVE OUR PRETTY WINDOWS, WE GOT NICE ROOFS. PAINT JOB IS GREAT. IT'S A SMART HOUSE. THE PROBLEM THAT I STRUGGLE WITH IS THE FOUNDATION OF THAT HOUSE, I FEEL, IS NOT BEING NURTURED, AND WE'RE NOT TAKING CARE OF THAT FOUNDATION. AND THAT IS THE EMPLOYEES, THE BUS OPERATORS, THE TECHNICIANS, DISPATCHERS, ROAD SOUPS, ET CETERA. AND WHEN YOU DON'T TAKE CARE OF YOUR FOUNDATION, NO MATTER HOW PRETTY THAT HOUSE IS, IT'S GONNA HAVE A PROBLEM. AND I FORESEE A PROBLEM COMING IF WE DON'T FIGURE OUT HOW TO TAKE CARE OF THAT FOUNDATION. AND I WANT US TO UNDERSTAND THAT [00:05:01] IT IS IMPORTANT TO THE EMPLOYEES TO FEEL APPRECIATED. WE TALK ABOUT WE GOT THE BEST BUS DRIVERS IN THE WORLD. YOU KNOW, WHEN IT'S ICY AND NOBODY ELSE IS SUPPOSED TO BE ON THE ROAD, YOU EXPECT YOUR OPERATORS TO COME TO WORK TO GIVE PUBLIC SERVICE. THEY WANNA BE APPRECIATED FOR THINGS LIKE THAT. DRIVING IN AUSTIN IS A PAIN IN THE BEHIND, NO PUN INTENDED, BUT IT'S HARD. AND WE HAVE TO RECOGNIZE THAT OUR OPERATORS NEED MORE TRAINING. AND I'LL GIVE YOU AN EXAMPLE. I'VE BEEN HERE SINCE 1987. WHEN I STARTED IN 1987, WE WERE NOWHERE NEAR THE SIZE THAT WE ARE RIGHT NOW. MY TRAINING WAS EIGHT WEEKS. NOW KILIS GETS 'EM FOR ABOUT THREE WEEKS, AND THEN YOU CAN'T FIGURE OUT WHY THEY OUT THERE TEARING UP STUFF. THE STREETS ARE BAD EVER CHANGING CONSTRUCTION DETOURS AND EVERYTHING ELSE. AND A LOT OF TIMES THESE PEOPLE GET OUTTA HERE. THEY'RE NOT FAMILIAR WITH WHERE THEY'RE GOING. THEY GOT, I DON'T KNOW IF ANYBODY DRIVES USING GPS, BUT YOU CAN, BUT YOU CAN'T DO IT WHILE YOU'RE IN A BUS. AND A LOT OF TIMES THESE PEOPLE ARE STARING, THEY'RE NERVOUS, THEY'RE UNCOMFORTABLE. I HAD A YOUNG LADY JUST TALKED TO ME THE OTHER DAY ON WEDNESDAY OF LAST WEEK, PEOPLE ARE BLOWING AT HER. SHE'S NERVOUS, SHE MISSED A STOP. WASN'T HER FAULT. SHE'S NOT FAMILIAR THE SAME WAY IT LOOKS DURING THE DAY. IT DOESN'T LOOK AT NIGHT. SO I DO ASK THAT WE TRY TO FIGURE OUT HOW TO BETTER TRAIN OUR OPERATORS TO DEAL WITH THE ROADS THAT WE HAVE HERE IN AUSTIN AND MAKE THESE OPERATORS FEEL SAFE. UM, I DO WANT TO TALK ABOUT MONEY A LITTLE BIT. I DO FEEL THAT EVERYBODY HAS BEEN TRANSPARENT WITH THE AMOUNT AND WHAT WE ARE DEALING WITH IN THE BUDGET. BUT BEING TRANSPARENT IN THE WINDOW YOU WANT ME TO LOOK INTO IS DIFFERENT THAN BEING TRANSPARENT IN THE WINDOW. I'M NOT LOOKING INTO, AND I THINK WE NEED TO LOOK INTO THAT. I KNOW, UNFORTUNATELY BACK IN 2008, 2005 WHEN THERE WAS A SMALL STRIKE, AND THEN WE HAD THE SUNSET REVIEW THAT CAME OUT SAYING THAT WE KNOW WE HAD TO GET RID OF STAR TRE. I DO FEEL THE CURRENT WAY WE ARE DOING THINGS NOW IS STAR TRE 2.0. I DON'T KNOW HOW LEGAL IT IS, BUT EVERYBODY'S STARTING TO LOOK INTO IT BECAUSE THE PASS THROUGH MODEL THAT WE'RE CURRENTLY USING IS NOT BEING USED ACROSS THE COUNTRY AND IN MAKING IT, AND IT'S MAKING IT DIFFICULT FOR A TL BECAUSE I SOMETIMES I DON'T KNOW WHO TO GO TO, AND I DON'T WANT TO GET INTO THE POINT TO WHERE I'M TRYING TO EXPLAIN TO MY MEMBER HOW I HAVE DUAL EMPLOYERS AND I KNOW HOW ILLEGAL DUAL EMPLOYERS IS. AND I JUST WANT YOU TO BE AWARE THAT WE'RE HITTING FOR A WALL. AND THAT'S ALL I HAVE TO SAY. WANT TO THANK YOU FOR COMING DOWN AND PRESENTING. AND AS ALWAYS, THE DOOR IS ALWAYS OPEN AND, UM, WANNA MAKE SURE THAT WE, UH, PAY ATTENTION TO WHAT YOU'RE SAYING TO US AND, AND THAT WE CONTINUE TO COMMUNICATE DOWN THE ROAD. ALRIGHT, THANK YOU. ALRIGHT. UH, HAS ANYBODY OKAY. OKAY. SO THEN, UH, WE WILL, WE WILL MOVE BEYOND PUBLIC COMMENT THEN, AND WELL, LET ME ASK THIS FIRST. IS THERE ANYONE ELSE IN, IN THE BUILDING THAT WOULD LIKE TO, UH, TO ADDRESS THE BOARD, ANYONE SITTING IN THAT HASN'T SIGNED IN YET THAT WOULD LIKE TO ADDRESS THE BOARD? MAKE SURE I OFFER THAT THREE TIMES. ANYONE, ANYONE? HEARING NONE? WE WILL, WE WILL NOW, UH, LEAVE PUBLIC COMMENT AND THEN, UH, WE [IV. Advisory Committee Updates] WILL MOVE INTO OUR, UH, BOARD ADVISORY COMMITTEE UPDATES. UH, MR. BRIGDEN MICROPHONE'S REAL HIGH UP. GOOD AFTERNOON, CHAIR ILIAN, VICE CHAIR ELLIS PRESIDENT, AND CEO WATKINS AND MEMBERS OF THE BOARD. MY NAME IS PETER BRETON AND I'M THE STAFF LIAISON FOR OUR ADVISORY COMMITTEES. SINCE LAST MONTH'S UPDATE, OUR ACCESS, CUSTOMER SATISFACTION AND PUBLIC SAFETY ADVISORY COMMITTEES ALL MET AT THEIR REGULARLY SCHEDULED TIMES. THE MAIN TOPIC OF BOTH THE ACCESS AND CUSTOMER SATISFACTION ADVISORY COMMITTEES WAS THE PROPOSED AUGUST, 2026 SERVICE CHANGE PRESENTED BY SENIOR TRANSPORTATION PLANNER JORDAN MCGEE. ADDITIONALLY, ACCESS RECEIVED A STAFF UPDATE FROM THE SYSTEM-WIDE ACCESSIBILITY DEPARTMENT WITH OPPORTUNITIES TO GET INVOLVED IN ONGOING INITIATIVES WITHIN THE DEPARTMENT. AND CUSTOMER SATISFACTION. DISCUSSED AND TOOK ACTION TO ADJUST THEIR NOVEMBER MEETING DATE TO AVOID VETERANS DAY. AND TO ADD A JULY MEETING, THE [00:10:01] PUBLIC SAFETY ADVISORY COMMITTEE OPENED WITH REMARKS FROM PRESIDENT AND CEO DOTIE WATKINS, THANKING THEM FOR THEIR SERVICE AND PROVIDING A BIG PICTURE VIEW OF THE NEXT FEW YEARS OF OUR AGENCY. AND AFTERWARDS, WE HAD A Q AND A TO ANSWER ANY OF THEIR BURNING QUESTIONS. UH, THEY ALSO RECEIVED A PRESENTATION ON PUBLIC SAFETY AND EMERGENCY MANAGEMENT ACTIVITIES FOR JANUARY AND FEBRUARY OF 2026 FROM BOWIE CHIEF OF POLICE AND DARRYL JAMELL, SENIOR DIRECTOR OF PUBLIC SAFETY AND EMERGENCY MANAGEMENT. LASTLY, THEY RECEIVED STAFF, STAFF UPDATES FROM THE PLANNING DEPARTMENT RELATED TO THE TRANSIT STOP AMENITY DASHBOARD AND FROM COMMUNITY ENGAGEMENT RELATED TO THE PROPOSED AUGUST, 2026 SERVICE CHANGE. THAT IS ALL I HAVE FOR THIS MONTH. THANK YOU. AND PLEASE LET ME KNOW IF YOU HAVE ANY QUESTIONS, BOARD MEMBERS, ANY QUESTIONS, BOARD MEMBERS, ANY QUESTIONS? NO QUESTIONS FROM THE BOARD. THANK YOU. THANK YOU VERY MUCH. ALRIGHT. [V. Board Committee Updates] UH, LOOKS LIKE WE WILL GO INTO OUR REGULAR BOARD COMMITTEE UPDATES, AND IT LOOKS LIKE, UH, WE DIDN'T HOLD APRIL MEETINGS FOR OUR TWO COMMITTEES, OPERATIONS AND PLANNING OR FINANCE AND AUDIT. SO NO CONSENT AGENDA TODAY. UH, HOWEVER, UH, WE DO HAVE A CAMPO UPDATE IF I'M NOT, UH, MISTAKEN. BOARD MEMBER HARRIS. THANK YOU, CHAIR. UH, THE, UH, CAMPO TRANSPORTATION POLICY MEETING, UH, WAS ON APRIL 13TH OF THIS MONTH. UH, IT WAS A FAIRLY EXTENSIVE MEETING. UH, IN ADDITION TO RECEIVING A REPORT FROM THE TECHNICAL ADVISORY COMMITTEE, WE ALSO HEARD AN UPDATE, UH, HAD A PUBLIC HEARING AND AN UPDATE ON THE TRANSPORTATION 20 27, 20 30 TRANSPORTATION IMPROVEMENT, UH, PROGRAM AND AMENDMENTS TO THE 2050 REGIONAL TRANSPORTATION PROGRAM. IN ADDITION, WE ALSO, UH, TOOK ACTION ON THE, UH, COUPLE OF AMENDMENTS TO THE 26 AND 27 UNIFIED WORK PROGRAMS. UM, SPECIFICALLY, UM, IN TERMS OF CHANGING SOME TERMINOLOGY IN, IN TURN TO REFLECT GUIDANCE, FEDERAL GUIDANCE FROM THE, UH, U-S-D-O-T MEMO AND, UH, RENAMING, UH, SOME, UH, LOCAL TRANSPORTATION ALTERNATIVE SETASIDE GRANTS. UH, IN ADDITION, WE, UH, ALSO HAD TO TOOK ACTION TO STANDARDIZE SOME CONTACT, UH, CONTRACT, EXCUSE ME, UH, TEMPLATE REVISIONS, UH, IN, IN CONFORMANCE WITH, UH, U-S-D-O-T, UH, ADVICE MEMORANDUMS, AND ALSO TOOK, UH, AMENDMENTS, AMENDED THE, UH, BREAKER LANE NORTH FUNDING AND SCOPE CHANGES TO, UH, CHANGE THE DESIGN TO 60% OF CITY OF AUSTIN STANDARDS. UH, FINALLY WE ALSO, UH, BEGAN DISCUSSIONS ON THE ES CREEK TRAIL FE FEASIBILITY STUDY CONTRACT. AND WE ALSO RECEIVED A BRIEFING FROM JAMES BASS, THE EXECUTIVE DIRECTOR OF THE C-T-R-M-A REGARDING THE, UH, MOPAC SOUTH, UH, ENVIRONMENTAL STUDY AND, UH, PROGRESS ON THE PROJECT ITSELF. AND THEN FINALLY, WE ALSO, UH, RECEIVED AN, UH, REPORT FROM STAFF REGARDING THE 2026 FEDERAL, UH, PERFORMANCE MEASURE, UH, EXCUSE ME, UH, FEDERAL PERFORMANCE MEASURE TARGETS. AND, UH, ALSO FINALLY RECEIVED A, UH, A STAFF UPDATE ON THE TWENTY TWENTY EIGHT, TWENTY TWENTY EIGHT, TWENTY THIRTY ONE CALL FOR PROJECTS BOARD MEMBERS. ANY QUESTIONS? ANY QUESTIONS? ANY QUESTIONS? HEARING NONE, UH, THANK YOU FOR THE CAMPO UPDATE. UH, I WILL PROVIDE THE AUSTIN TRANSIT PARTNERSHIP UPDATE, WHICH MET ON, UH, LET'S SEE, THE BOARD MET ON APRIL 15TH. UH, THE MEETINGS INCLUDED ALL OUR STANDARD ITEMS AND REPORTS, AS WELL AS ADDITIONAL ACTION ITEMS. UH, THE BOARD APPROVED, UH, ACTION ITEMS INCLUDING, UH, AUSTIN LIGHT RAIL PHASE ONE, INCLUDING THE FIR FIRST AUTHORIZATION TO START THE ACQUISITION PROCESS AND TO ACQUIRE 18 PROPERTIES ALONG, UH, THE ALIGNMENT AND THEN AUTHORIZATION OF A CONTRACT WITH THE KEYWOOD AUSTIN PARTNERSHIP, UH, FOR ALL DESIGN DESIGNED IN CONSTRUCTION SERVICES FOR THE OPERATIONS AND MAINTENANCE FACILITY BOARD. ALSO HEARD A PRESENTATION, UH, REGARDING THE AUDITED ANNUAL FINANCIAL REPORT FOR A TP. AND, UH, AS OF YET, THE NEXT BOARD MEETING HAS NOT BEEN SCHEDULED. SO, UH, IT, IT WAS A BUSY MEETING. GOT A LOT OF WORK DONE THOUGH. ALRIGHT, ANY QUESTIONS? BOARD MEMBERS? ANY QUESTIONS? ANY QUESTIONS? HEARING NONE, WE WILL MOVE INTO THE [VI.1. Approval of minutes from the March 11, 2026 public hearing and the March 23, 2026 board meeting.] ACTION ITEMS. UM, WE'RE POSTED FOR ACTION ON FIVE ITEMS TODAY. UH, FIRST OF WHICH WILL BE, UH, THE APPROVAL OF OUR MARCH BOARD MINUTES, UH, CHAIR WILL ENTERTAIN A MOTION TO ACCEPT THOSE MINUTES. OKAY. UM, BOARD MEMBER BENGAL HAS GIVEN THE MOTION BOARD MEMBER ELLIS HAS MAY THE SECOND IT'S BEEN MOVED AND PROPERLY SECONDED THAT WE APPROVE THE BOARD MINUTES, UH, FROM MARCH 11TH, 2026, UH, FROM THAT PUBLIC HEARING AND THE MARCH 20, [00:15:01] UH, MARCH 23RD, UH, 2026 BOARD MEETING. UH, IS THERE ANY DISCUSSION? IS THERE ANY DISCUSSION, ANY FURTHER DISCUSSION? HEARING NONE. ALL IN FAVOR? LET IT BE KNOWN BY SAYING AYE. AYE. AYE. OKAY. I SEE YOU BACK THERE THOUGH. UH, OPPOSED? SAME SIDE. HEARING NONE. THE CHAIR WILL MAKE IT UNANIMOUS. ALL RIGHT. UM, [VI.2. Approval of a resolution authorizing the President & CEO, or her designee, to implement the August 2026 Service Changes, and accepting the results of the Title VI Analysis.] ACTION ITEM NUMBER TWO, AND I'LL READ IT INTO, UH, INTO THE RECORD, APPROVAL OF A RESOLUTION AUTHORIZING THE PRESIDENT AND CEO OR HER DESIGNEE TO IMPLEMENT THE AUGUST, 2026 SERVICE CHANGES AND ACCEPT THE RESULTS OF THE TITLE SIX ANALYSIS. JORDAN MCGEE, WILL YOU PRESENT? OF COURSE. GOOD AFTERNOON, CHAIR TAVION, MEMBERS OF THE CAP METRO BOARD AND PRESIDENT AND CEO DOTTIE WATKINS. I'M JORDAN MCGEE WITH THE PLANNING DEPARTMENT, AND TODAY I'LL BE COVERING THE PROPOSED AUGUST, 2026 SERVICE CHANGES. AND STARTING WITH A BRIEF OVERVIEW OF OUR SERVICE CHANGE PROCESS, SERVICE CHANGES PROVIDE CAP METRO AN OPPORTUNITY TO ADJUST OUR SERVICES TO MEET THE NEEDS OF CUSTOMERS AND EFFICIENTLY USE OUR RESOURCES. THIS PROCESS IS GUIDED BY OUR BOARD APPROVED SERVICE STANDARDS AND GUIDELINES WHERE WE IDENTIFY WAYS TO IMPROVE SERVICE, DEVELOP A PROPOSAL, AND ENGAGE WITH THE PUBLIC IN OUR REGIONAL PARTNERS THROUGHOUT THE SERVICE. CHANGE OCCURS TYPICALLY THREE TIMES A YEAR IN JANUARY, JUNE AND AUGUST TO COINCIDE WITH LOCAL SCHOOL AND UNIVERSITY CALENDARS. AND IN THE INTERIM MONTHS BETWEEN SERVICE CHANGE IMPLEMENTATIONS, KET METRO CONTINUOUSLY SEEKS AND INVITES YEAR-ROUND FEEDBACK FROM THE COMMUNITY ON A DAILY BASIS. WE MONITOR SERVICE TRENDS AND CUSTOMER CARE REPORTS, AND COLLABORATE WITH OUR STAKEHOLDERS AND PARTNERS TO GUIDE FUTURE SERVICE CHANGE IMPLEMENTATIONS. IN THE AUGUST, 2026, SERVICE CHANGES FOCUS ON STRENGTHENING CONNECTIVITY AND BETTER MATCHING SERVICE LEVELS WITH CURRENT DEMAND. THE RECOMMENDATIONS WERE DEVELOPED IN COLLABORATION WITH FRONTLINE STAFF, COMMUNITY MEMBERS, AND SCHOOL AND REGIONAL PARTNERS AS PART OF THE BOARD APPROVED TRANSIT PLAN 2035 AND ARE IN PARTNERSHIP WITH THE CITY OF AUSTIN IN ITS DELIVERY OF THE CLIMATE POLLUTION REDUCTION GRANT, ALSO KNOWN AS CPRG, THE REALIGNMENT OF ROUTE TWO, ROSEWOOD CAESAR CHAVEZ AND ROUTE TWO 17. MONIS FEEDER WOULD PROVIDE EAST AUSTIN NEIGHBORHOODS WITH NEW TRANSIT OPTIONS, IMPROVE TRANSFERS, AND FURTHER STRENGTHEN THE EAST SIDE BUS PLAZA AS A KEY REGIONAL HUB. ADDITIONALLY, PROPOSED WEEKDAY, UH, FREQUENCY REDUCTIONS ON UT SHUTTLE ROUTE 6 61 FAR WEST AND SIX 70 NORTH RIVERSIDE WOULD BETTER ALIGN SERVICE WITH LONGSTANDING DECLINES IN DEMAND IN SHIFTING STUDENT HOUSING PATTERNS WHILE ALLOWING FOR IMPROVED RELIABILITY AND SERVICE DELIVERY. OVERALL, THESE SERVICE CHANGES REPRESENT A COMMUNITY DRIVEN STEP TOWARDS IMPROVING CONNECTIVITY AND GAINING EFFICIENCY THROUGHOUT THE SYSTEM. AND IF APPROVED, THESE CHANGES WOULD START ON SUNDAY, AUGUST 16TH, 2026. IN ROUTE TWO ROSEWOOD CAESAR CHAVEZ CURRENTLY STARTS AT EAST SIDE BUS PLAZA, TRAVELS WEST ALONG EAST CAESAR CHAVEZ INTO DOWNTOWN, THEN HEADS NORTH TO SERVE ROSEWOOD AVENUE. OAK SPRINGS DRIVE A SHORT SEGMENT OF SPRINGDALE ROAD NORTH NORTH OF AIRPORT BOULEVARD BEFORE TURNING AROUND AND REVERSING DIRECTION DURING TRANSIT PLAN 2035, FRONTLINE STAFF AND OPERATORS RECOMMENDED CLOSING THE LOOP BY CONTINUING SOUTH ON SPRINGDALE ROAD PAST AIRPORT BOULEVARD TO RECONNECT WITH, UH, THE EAST SIDE BUS PLAZA. AND THE PROPOSED REALIGNMENT WOULD CLOSE A LONG STANDING GAP IN SERVICE ON SPRINGDALE ROAD THAT CURRENTLY HAS NO TRANSIT SERVICE AND HAS SEEN SUBSTANTIAL RECENT DEVELOPMENT AND GROWTH BY EXTENDING FARTHER ALONG SPRINGDALE ROAD. ROUTE TWO WOULD OFFER MORE DIRECT AND EASIER TO USE CONNECTION LINKING EAST SIDE BUS PLAZA DOWNTOWN, AND SEVERAL EAST AUSTIN NEIGHBORHOODS. THIS CHANGE ALLOWS MORE RIDERS TO MAKE CROSSTOWN AND DOWNTOWN TRIPS WITHOUT GETTING ONTO I 35. IT MAKES IT MORE PRACTICAL FOR PEOPLE TO USE TRANSIT IN LIEU OF DRIVING. AND THROUGH THIS ENHANCEMENT TO THE EXISTING BUS ROUTE, ROUTE TWO WOULD THEN OPERATE IN MORE OF A LOOT FASHION IN BOTH DIRECTIONS, UH, CLOCKWISE AND COUNTERCLOCKWISE WHILE SERVING BUS STOPS ALONG THE WAY, A AND THE PROPOSED CHANGE WAS DEVELOPED IN MULTIPLE ITERATIONS, INITIALLY IN COLLABORATION WITH FRONTLINE STAFF, OPERATORS AND COMMUNITY MEMBERS AS PART OF TRANSIT PLAN 2035, AND SUBSEQUENTLY IN PARTNERSHIP WITH THE CITY OF AUSTIN AS PART OF THE DELIVERY OF THE CLIMATE POLLUTION REDUCTION GRANT, THE COMMUNITY HAS SHARED A LOT OF EXCITEMENT ABOUT [00:20:01] THE PROPOSED REALIGNMENT OF ROUTE TWO FOR PROVIDING MORE CONNECTIONS AND ACCESS REPRESENTATIVE COMMENTS DURING TRANSIT PLAN 2035 AND THE SERVICE CHANGE PROCESS ARE SHOWN ON THE SLIDE, INCLUDING, UH, A COMMENT OF HAVING ROUTE TWO GO ON SPRINGDALE MAKES IT A LOT MORE USEFUL. I THINK IT REALLY HELPS CONNECTIVITY ON THE EAST SIDE AND CONNECTING TO DOWNTOWN. AND ANOTHER COMMENT INCLUDES COMPLETING THE LOOP IS A GREAT IDEA, ESPECIALLY FOR INCREASING ACCESS TO EAST SIDE BUS PLAZA TO GET STUDENTS TO INNER CITY BUS SERVICES. EN ROUTE TWO 17 IS CURRENTLY A NEIGHBORHOOD FEEDER THAT DEPARTS FROM EAST SIDE BUS PLAZA, TRAVELS SOUTH ON MONTOPOLIS DRIVE TO HOGAN AVENUE TO SERVE A CC RIVERSIDE, THEN RETURNS NORTH ON MONTOPOLIS AND LOOPS AROUND THE 180 3 FRONTAGE ROAD TO SERVE THE ESPERANZA CROSSING COMMUNITY BEFORE HEADING BACK TO EAST SIDE BUS PLAZA. AND DURING THE FALL AND SPRING. THE ROUTE ALSO PROVIDES AN AFTERNOON SCHOOL TRIP TO ALLISON ELEMENTARY ON VARGAS. AND DURING TRANSIT PLAN 2035 COMMUNITY MEMBERS AND SCHOOL PARTNERS REQUESTED THAT ROUTE TWO 17 OPERATE MORE CONSISTENTLY ON VARGAS ROAD IN LIEU OF JUST THAT AFTERNOON SCHOOL TRIP TO BETTER SERVE NEIGHBORHOOD SCHOOLS AND HOUSING COMMUNITY MEMBERS, UH, SHARED SOME FEEDBACK ON THE SLIDE, SUCH AS IT'S DIFFICULT TO TRAVEL TO THE SCHOOL. PLEASE PROVIDE BETTER SERVICE FOR YOUNGER CUSTOMERS FOR SCHOOL ACCESS ON VARGAS. AND ANOTHER COMMENT INCLUDES CAN ROUTE TWO 17 TRAVEL ALONG THE FULL LENGTH OF VARGAS ROAD INSTEAD. THAT WOULD BETTER SERVE THE SCHOOL FOR CHILDREN AND PARENTS THAT MAY NEED A VISIT DURING DIFFERENT HOURS. AND IN RESPONSE, CAT METRO STAFF ARE PROPOSING TO SHIFT SERVICE ON ROUTE TWO 17 FROM ONTOP. THIS DRIVE TO VARGAS ROAD AND EXTENDING THE ROUTE FROM HOGAN TO RIVERSIDE DRIVE THE SHIFT IN EXTENSION WOULD DIRECTLY CONNECT RESIDENTS TO ALLISON ELEMENTARY, IDM ONTOP, THIS ACADEMY, THE AUSTIN PUBLIC LIBRARY, AND ADDITIONAL TRANSIT CONNECTIONS ON RIVERSIDE DRIVE, WHILE MAINTAINING A SERVICE TO THE ESPERANZA CROSSING COMMUNITY ALONG 180 3. THIS ROUTE WOULD NO LONGER DIRECTLY SERVE A CC, UH, RIVERSIDE, ALTHOUGH THE CAMPUS WILL CONTINUE TO BE DIRECTLY SERVED BY ROUTES 3 10, 3 11 AND THREE 50. AND TO SUPPORT THE LONGER ALIGNMENT WHILE MAINTAINING EXISTING RESOURCES, THIS ROUTE WILL OPERATE EVERY 40 MINUTES IN LIEU OF THE CURRENT 30 MINUTES. AND CAP METRO STAFF ADDITIONALLY REVIEWED THE UT SHUTTLE SYSTEM TO IDENTIFY POTENTIAL NEAR TERM IMPROVEMENTS FOR CUSTOMERS. THE UT SHUTTLE, UH, NETWORK IS A UNIQUE PART OF OUR SYSTEM THAT IT'S A COST SHARE BETWEEN UT AND CAP METRO TO PROVIDE SHUTTLES FROM CAMPUS TO MAJOR STUDENT RESIDENTIAL AREAS. AND DUE TO THIS NATURE OF THE SERVICE, THE GOAL IS TO MATCH UT SERVICE WITH UT STUDENT HOUSING TRENDS AND EFFECTIVELY SERVE STUDENT STAFF AND FACULTY. USING THESE AVAILABLE RESOURCES AND PROPOSED CHANGES ARE CLOSELY COORDINATED WITH OUR UNIVERSITY PARTNERS IN, UH, UT SHUTTLE ROUTE 6 61 FAR WEST AND SIX 70 NORTH RIVERSIDE EMERGED AS AN AREA OF FOCUS DUE TO CONTINUED DECLINES IN RIDERSHIP RESOURCE EFFICIENCIES, AND THE NUMBER OF STUDENTS LIVING WITHIN THE AREA AMONG THE UT SHUTTLE SYSTEM. THESE ROUTES REQUIRE THE MOST SERVICE HOURS TO GAIN EACH RIDER. AS SHOWN ON THE SLIDE, THEY OPERATE WITH EIGHT TO 10 MINUTE, UH, PEAK FREQUENCIES, WHICH IS AMONG THE HIGHEST IN THE SYSTEM. HISTORICALLY, THIS LEVEL OF SERVICE WAS WARRANTED DUE TO RIDERSHIP TRENDS IN THE HIGH NUMBER OF STUDENTS LIVING WITHIN THE AREA. HOWEVER, RIDERSHIP FOR THESE ROUTES HAS SIGNIFICANTLY DECLINED IN RECENT YEARS. AND CONTINUED TRENDS SHOW HIGH MIGRATION OF UT STUDENTS FROM THESE AREAS AND COMBINE THESE TWO UT SHUTTLE ROUTES COMPRISE 45% OF THE UT SHUTTLE SERVICE HOURS, BUT ONLY 2% OF THE ESTIMATED STUDENT POPULATION AND 22% OF THE UT SHUTTLES RIDERSHIP REALLY REPRESENTING AN OPPORTUNITY TO ADJUST RESOURCES BASED ON DEMAND. AND THESE TRENDS ARE EXPECTED TO CONTINUE DUE TO THE CLOSURE OR TURNOVER OF STUDENT HOUSING COMPLEXES IN THE AREA, AND CONTINUED CONCENTRATION OF STUDENTS IN THE DIRECT PERIPHERY OF CAMPUS. SO BASED ON THESE FINDINGS AND IN COORDINATION WITH OUR UNIVERSITY PARTNERS, UH, STAFF PROPOSE REDUCING FREQUENCIES ON THESE TWO UT SHUTTLE ROUTES FROM EVERY EIGHT TO 10 MINUTES TO EVERY 15 TO 20 MINUTES. ON WEEKDAYS, THIS ADJUSTMENT BETTER ALIGNS SERVICE LEVELS WITH LONGSTANDING DECLINES IN RIDERSHIP AND STUDENT HOUSING. UH, IN THESE TWO RESPECTIVE AREAS, COMMUNITY SENTIMENT HAS SHARED CONCERNS ABOUT THE FREQUENCY REDUCTIONS DUE TO EXISTING RELIABILITY ISSUES ON THESE ROUTES. THIS CHANGE, UM, ALLOWS FOR POTENTIAL SAVINGS AND RESOURCES TO IMPROVE [00:25:01] RELIABILITY, REDUCE MISSERVICE AND THEREBY IMPROVE ON TIME PERFORMANCE AND OVERALL DEPENDABILITY OF THE UT SHUTTLE SERVICE, WHILE ALSO PRESERVING MULTIPLE UNDERLYING ALTERNATIVES FOR STUDENTS IN THESE CORRIDORS AS SHOWN ON THE SLIDE. IN ADDITION TO THE FREQUENCY ADJUSTMENTS, WE PROPOSE EVALUATING EACH OF THESE ROUTE SCHEDULES TO ENSURE THAT THE TRIP TIMES STILL MATCH EVOLVING TRAFFIC CONDITIONS, UH, AND CONSTRUCTION IN THE REGION. AND WE'LL CONTINUE TO CLOSELY MONITOR THESE ROUTES AS WELL. AND LASTLY, THE AUGUST SERVICE CHANGE WOULD INCLUDE ROUTINE TRANSITION BACK TO, UH, SCHOOL SERVICE, REINSTATING NORMAL, UH, SERVICE LEVELS ON UT SHUTTLE ROUTES AND SCHOOL TRIPS ON LOCAL ROUTES. AND DUE TO ONGOING TRAFFIC AND CONSTRUCTION THROUGHOUT THE REGION, SELECT MA ROUTES MAY RECEIVE MINOR SCHEDULE TIMING, UH, ADJUSTMENTS TO THEIR SCHEDULES OR BUS STOP LOCATIONS. AND WHILE THESE CHANGES ARE RELATIVELY SMALL, THEY CAN HAVE A SIGNIFICANT IMPACT ON THE OVERALL RELIABILITY AND SYSTEM DELIVERY FOR BOTH CUSTOMERS AND OPERATORS. THESE SPECIFIC SCHEDULE ADJUSTMENTS WILL BE FINALIZED LATER IN THE SERVICE CHANGE PROCESS TO MORE ACCURATELY RESPOND TO CURRENT CONDITIONS. AND ONCE AVAILABLE ADDITIONAL DETAILS WILL BE POSTED ON OUR WEBPAGE IN UNDER CAP METRO'S POLICY, WHICH ALIGNS WITH THE FDA CIRCULAR, A MAJOR SERVICE CHANGE CONSTITUTES A CHANGE THAT AFFECTS MORE THAN 25% OF THE ANNUAL REVENUE HOURS OR MILES OF THE AFFECTED ROUTE OF THE CHANGES PROPOSED FOR AUGUST, 2026. THE RECOMMENDATION FOR A FREQUENCY ADJUSTMENT ON THE UT SHUTTLE ROUTES MET THE MAJOR SERVICE CHANGE THRESHOLD, AS SHOWN ON THE TABLE ON THE SCREEN, THAT DECREASE IN SERVICE WILL BE RECEIVED BY HIGHER THAN AVERAGE MINORITY AND LOW INCOME POPULATIONS WHEN COMPARED TO OUR SYSTEM WIDE AVERAGE. BOTH OF THESE ROUTES HAVE POPULATIONS THAT EXCEED OUR 2% THRESHOLD FOR IDENTIFYING POTENTIAL IMPACTS TO MINORITY AND LOW INCOME RIDERS. BECAUSE OF THE HIGH MINORITY AND LOW INCOME POPULATIONS ON THESE ROUTES, THE ANALYSIS DID RESULT IN FINDINGS OF A DISPARATE IMPACT AND DISPROPORTIONATE BURDEN. THE PROPOSED CHANGE TO ROUTE 6 61 FAR WEST AND SIX 70 NORTH RIVERSIDE WILL RESULT IN LESS FREQUENCY FOR CUSTOMERS WHO RIDE THESE ROUTES. HOWEVER, THESE ROUTES WILL STILL OPERATE FREQUENT 15 TO 20 MINUTE SERVICE, MAINTAINING QUALITY AND FREQUENT SERVICE. UH, THESE ROUTES HAVE ALSO NOT MET OUR UT SHUTTLE ROUTE STANDARDS FOR SOME TIME, AND THE RESOURCES ALLOCATED TO THESE TWO ROUTES SERVICE SMALL AND DECLINING STUDENT POPULATION. AND WE'LL BE ABLE TO DISTRIBUTE THESE RESOURCES THROUGHOUT THE SYSTEM TO ENSURE RELIABLE SERVICE FOR ALL ROUTES. IN THE PROPOSED, UH, SERVICE CHANGE BUILDS UPON EXTENSIVE OUTREACH AND, UH, AND FEEDBACK GATHERED DURING THE BOARD APPROVED TRANSIT PLAN 2035. WE'VE REFINED THOSE COMMUNITY INFORMED CONCEPTS INTO THE SPECIFIC PROPOSAL SHOWN TODAY. COMMUNITY ENGAGEMENT KICKED OFF ON MARCH 20TH, AND THROUGHOUT THE ENGAGEMENT PERIOD, STAFF MET WITH CUSTOMERS, OPERATORS, AND RESIDENTS ABOUT THE PROPOSED CHANGES THROUGH AT STOP AND OUT ON BOARD OUTREACH, BLOCK WALKING, NEIGHBORHOOD MEETINGS, AND OTHER CHANNELS LISTED ON THE SLIDE. AND THE PUBLIC WAS ALSO INVITED TO COMMENT ON OUR WEBPAGE OR THROUGH THE PUBLIC HEARING. AND IF APPROVED TODAY, FINALIZED CHANGES WILL BE COMMUNICATED IN PROMOTIONAL MATERIALS THIS SUMMER. AND OVERALL, THE PROPOSED SERVICE CHANGES FOCUS ON ENHANCING REGIONAL CONNECTIVITY AND IMPROVING DAY-TO-DAY SERVICE THROUGHOUT CENTRAL TEXAS. THE SERVICE CHANGE WOULD STRENGTHEN THE ABILITY FOR CUSTOMERS TO TRANSFER BETWEEN CAP METRO CARTS AND GREYHOUND BUS SERVICES AT GREAT, UH, EAST SIDE BUS PLAZA TRAVEL MORE FLEXIBLY AND BETTER ACCESS KEY EMPLOYMENT, RECREATIONAL AND ESSENTIAL DESTINATIONS, AND THE CAP METRO GOVERNMENT AFFAIRS AND REGIONAL PLANNING TEAM AND CLOSE COLLABORATION WITH THE PLANNING AND DEVELOPMENT STAFF CONTINUE TO FACILITATE ENGAGEMENT OPPORTUNITIES AND ONGOING COMMUNICATION ABOUT NETWORK PERFORMANCE IN THE SERVICE CHANGE PROCESS WITH ALL MUNICIPALITIES WITHIN THE SERVICE AREA. AND WITH THAT, THANK YOU SO MUCH FOR YOUR TIME TODAY, AND I'D LOVE TO ANSWER ANY QUESTIONS YOU MAY HAVE. OKAY. ANY QUESTIONS? BOARD MEMBERS? ANY QUESTIONS? UH, LAST TIME? I'M, I'M, I'M, I'M LOOKING AT YOU. I'M LOOKING AT YOUR BOARD MEMBER . I WAS JUST MAKING SURE. ALL RIGHT. ALL RIGHT. UH, THEN, UH, HEARING NO QUESTIONS, CHAIR WILL ENTERTAIN A MOTION TO APPROVE ACTION ITEM NUMBER TWO. OKAY. UH, BOARD MEMBER VELA. IS THERE A SECOND? ALL RIGHT. BOARD MEMBER HARRIS KIDS BEEN MOVED AND PROPERLY SECONDED THAT WE APPROVE ACTION ITEM NUMBER TWO. IS THERE ANY DISCUSSION? ANY FURTHER DISCUSSION? ANY FURTHER DISCUSSION? HEARING NONE. ALL IN FAVOR? LET IT BE KNOWN BY SAYING AYE. AYE. [00:30:01] OKAY. GOTCHA. SO, UH, OPPOSED? SAME SIGN. HEARING NONE, UH, THE CHAIR WILL MAKE IT UNANIMOUS. THANK YOU. THANK YOU. ALRIGHT, [VI.3. Approval of a resolution authorizing the President & CEO, or her designee, to finalize and execute a contract with Shelton-Keller Group, Inc. to provide and install furniture for the 3100 East 5th Street Administration Building in an amount not to exceed $2,538,792, which includes 20% contingency.] WE WILL CALL UP ACTION ITEM NUMBER THREE, APPROVAL OF A RESOLUTION AUTHORIZING, UH, THE PRESIDENT AND CEO OR HER DESIGNEE TO FINALIZE AND EXECUTE A CONTRACT WITH SHELTON KELLER, UH, GROUP INCORPORATED TO PROVIDE AND INSTALL FURNITURE FOR THE 3,100 EAST FIFTH STREET ADMINISTRATIVE BUILDING, AND IN THE AMOUNT NOT TO EXCEED 2,538,792, WHICH INCLUDES A 20% CONTINGENCY. MR. CARTRIGHT, TAKE IT AWAY. THANK YOU. CHAIR TVI. BOARD MEMBERS PRESENT CEO WATKINS. I'M KEN CARRA, VICE PRESIDENT OF CONSTRUCTION FACILITIES. THANK YOU FOR INTRODUCING THIS ITEM. AS YOU MENTIONED, THIS IS, UH, REGARDING FURNITURE FOR OUR 3,100 EAST FIFTH STREET FACILITY. THIS IS THE ADMINISTRATIVE, UH, BUILDING THAT THE AGENCY ACQUIRED IN 2023, UM, AND HAS BEEN IN THE PROCESS OF BUILDING THAT OUT AND FURNISHING THAT FOR STAFF USE. UM, LAST YEAR WE BUILT OUT, WE ACQUIRED THE BUILDING AS A SHELL AND NEEDED TO BUILD OUT THE INTERIOR OF IT. LAST YEAR WE BUILT OUT AND FURNISHED THE THIRD FLOOR. WE'RE NOW IN THE PROCESS OF BUILDING OUT THE FIRST AND SECOND FLOORS, AND WE'LL SHORTLY NEED THE FURNITURE IN ORDER TO, UH, MOVE STAFF INTO THAT FACILITY. I WOULD NOTE THAT THE, UH, FIRST FLOOR INCLUDES A, UH, UH, THE NEW BOARD ROOM AS WELL AS A COMMUNITY SPACE, BUT THIS CONTRACT IS TO FURNISH OUT THE REMAINING OF THE OCCUPIED SPACE IN THAT BUILDING, UH, UH, THE SPACE THAT WILL BE ACCU OCCUPIED BY STAFF. AND, UH, THE FUNDING FOR THIS ACTION IS INCLUDED IN THE FISCAL YEAR 2026 CAPITAL BUDGET, AND I'M HAPPY TO ANSWER ANY QUESTIONS YOU MAY HAVE REGARDING THIS PROPOSED CONTRACT BOARD MEMBERS. ANY QUESTIONS? I WAS BEGINNING TO GET NERVOUS. NO QUESTIONS. . UH, AND, AND JUST TO CLARIFY, THAT'S FOR THE OTHER, NOT THE, THE ONE THAT WE'RE CURRENTLY IN, BUT FOR THE OTHER BUILDING? THAT'S CORRECT. THE BUILDING NEXT DOOR TO US AT 3,100 EAST FIFTH STREET. GOT IT. UH, THANK YOU VERY MUCH. THAT WAS THE ONLY QUESTION. OKAY. ANY ADDITIONAL QUESTIONS? ANY ADDITIONAL QUESTIONS? UH, HEARING NONE, THE CHAIR WILL ENTERTAIN A MOTION TO APPROVE ACTION ITEM NUMBER THREE. OKAY. UM, BOARD MEMBER ELLIS WITH THE MOTION THERE. A SECOND. BOARD MEMBER STRATTON. ALRIGHT, IT'S BEEN MOVED AND PROPERLY SECONDED THAT WE APPROVE. ACTION ITEM NUMBER THREE. IS THERE ANY FURTHER DISCUSSION? ANY FURTHER DISCUSSION? ANY FURTHER DISCUSSION? HEARING NONE. UH, ALL IN FAVOR, PLEASE LET IT BE KNOWN BY SAYING AYE. AYE. OPPOSED? SAME SIGN. I SEE YOU. SO, ALRIGHT. UH, OPPOSED? SAME SIGN. HEARING NONE CHAIR WILL MAKE IT UNANIMOUS. RIGHT. THANK YOU. UH, THANK YOU MR. CARTWRIGHT. OKAY. I WILL [VI.4. Approval of a resolution authorizing the President & CEO, or her designee, to finalize and execute a contract with the Texas Department of Information Resources, to renew Salesforce Service Cloud Licensing, for a term of one (1) year, in a total amount not to exceed $500,305.] READ IN ACTION ITEM NUMBER FOUR, WHICH IS APPROVAL RESOLUTION, AUTHORIZING THE PRESIDENT AND CEO OR HER DESIGNEE TO FINALIZE AND EXECUTE A CONTRACT WITH THE TEXAS DEPARTMENT OF INFORMATION RESOURCES TO RENEW SALESFORCE SERVICE CLOUD LICENSING FOR A TERM OF ONE YEAR IN A TOTAL AMOUNT NOT TO EXCEED $500,305. MR. TANZER, PLEASE ENLIGHTEN US. YES. GOOD AFTERNOON, CHAIR TAVIAN. BOARD MEMBERS PRESIDENT CD WATKINS. I'M JONATHAN TANZER, THE DIRECTOR OF PRODUCT MANAGEMENT WITH CAPTAIN METRO INFORMATION TECHNOLOGY. UH, THIS ITEM, UH, WE'VE PRESENTED IN PRIOR YEARS. IT'S TO SUSTAIN OUR, UM, SALESFORCE ENVIRONMENT THAT'S USED FOR SERVICE CLOUD AND IT'S, UM, CASE MANAGEMENT, UM, THAT'S USED FOR OUR CUSTOMER, UH, SERVICE DEPARTMENT. UH, SO WHEN CUSTOMERS CALL IN WITH A CUSTOMER COMMENT REPORT, UM, THEY'RE ABLE TO LOG 'EM INTO SALESFORCE AND THEN THOSE GO TO THE RIGHT ACTION OFFICER FOR, UH, FEEDBACK OR A RESPONSE IF REQUESTED. UM, SO THIS IS JUST A, UH, ONE YEAR CONTRACT, UH, USING TEXAS DIR, UH, TO SUSTAIN OUR, UM, SALESFORCE, UH, SERVICE CLOUD. HAPPY ANSWER YOUR QUESTIONS. ALRIGHT. BOARD MEMBERS. ANY QUESTIONS? ANY QUESTIONS? ANY QUESTIONS? HEARING NONE, UM, CHAIR WILL ENTERTAIN A MOTION TO APPROVE ACTION ITEM NUMBER FOUR, UM, BOARD MEMBER BENGAL MAKE WITH THE, UH, WITH THE MOTION BOARD MEMBER. ALL RIGHT. UH, ROSS WITH THE SECOND KAY IS BEEN MOVED AND PROPERLY. UH, LET'S SEE. UM, LET'S SEE. I WANTED TO MAKE SURE THAT I GAVE EVERYBODY, LET'S SEE. SO IT'S BEEN MOVED AND PROPERLY SECONDED THAT WE EX UH, THAT WE APPROVE ACTION ITEM NUMBER FOUR. UM, UH, ANY FURTHER DISCUSSION? UH, SAY THAT ONE MORE TIME. FURTHER DISCUSSION. NO FURTHER DISCUSSION. ALL IN FAVOR, UH, LET IT BE KNOWN BY SAYING AYE. I, SO, OKAY. OPPOSED? SAME SIGN. HEARING NONE. THE CHAIR WILL MAKE IT UNANIMOUS. THANK YOU, MR. TANGER. ALL RIGHT. AND WE'VE GOT, [VI.5. Approval of a resolution authorizing the President & CEO, or her designee, to finalize and execute an ILA amendment with the City of Austin to reimburse CapMetro an additional $5,000,000 for circulator services as part of the Climate Pollution Reduction Grant (CPRG), for new total reimbursable amount for the ILA to $15,000,000 for five years.] UH, ACTION ITEM [00:35:01] NUMBER FIVE. LET ME READ IT INTO THE RECORD. APPROVAL OF A RESOLUTION AUTHORIZING THE PRESIDENT AND CEO OR HER DESIGNEE TO FINALIZE AND EXECUTE AN ILA AMENDMENT, UH, WITH THE CITY OF AUSTIN TO REIMBURSE CAP METRO, AN ADDITIONAL $5 MILLION FOR CIRCULATOR SERVICES AS A PART OF THE CLIMATE POLLUTION REDUCTION GRANT. UH, CPRG, UH, FOR NEW TOTAL REIMBURSEMENT AMOUNT FOR THE ILA, UH, TO $15 MILLION FOR FIVE YEARS. MR. CALHOUN. GOOD AFTERNOON, CHAIR TIAN, UH, VICE CHAIR ELLIS, MEMBERS OF THE BOARD PRESIDENT, CEO DOTTIE WATKINS. MY NAME IS JACOB CALHOUN AND I'M A DIRECTOR OF TRANSIT SYSTEM ENABLEMENT IN OUR PLANNING DEPARTMENT. UM, AS YOU RECALL, WE HAD, UH, A PREVIOUS ILA THAT CAME TO YOU LAST YEAR REGARDS TO THIS FOR THE TOTAL OF $10 MILLION. UH, THE CITY OF AUSTIN WAS AWARDED A, UH, GRANT FROM THE EPA FOR $47.8 MILLION, AND WE ARE HELPING TO SUPPORT THEM THROUGH THE DELIVERY OF TRANSPORTATION SERVICES. AS PART OF THAT, UH, WHAT THIS ILA AMENDMENT DOES IS INCLUDES A NEW SERVICE THAT'S PART OF THAT, WHICH IS CIRCULAR SERVICES, AS YOU RECALL FROM THE ROUTE TWO AUGUST SERVICE CHANGE THAT WAS PRESENTED EARLIER AND ALLOWS US TO BE REIMBURSED FOR ANY EXPENSES RELATED TO THAT, UH, THROUGHOUT THE DURATION OF THE GRANT. AND I'LL TAKE ANY FURTHER QUESTIONS IF THERE ARE ANY BOARD MEMBERS. ANY QUESTIONS? ANY QUESTIONS? UH, YES. BOARD MEMBER AVAILABLE. SO, UH, THE GRANT THEN IS ESSENTIALLY FINANCING THE SERVICE, UH, CHANGE THE, THE ENHANCED, UH, SERVICE TO THE, THE NUMBER TWO, WHAT IT'S DOING IS IT'S FINANCING THAT EXTRA BIT OF, UH, DISTANCE THAT WE'RE COVERING ON THAT SPRINGDALE ROAD SEGMENT. MM-HMM . SO IT'S PROVIDING THE COST FOR THAT EXTRA PART OF THE SERVICE, NOT THE WHOLE SERVICE, BUT JUST A PORTION OF IT, THE EXTENSION THERE ON SPRINGDALE? YES. AND WOULD THAT INCLUDE THE INSTALLATION OF THE, THE, THE BUS STOPS AND THE, THE RELATED INFRASTRUCTURE? WE ARE PLANNING SOME BUS STOP INFRASTRUCTURE ALONG THAT SEGMENT TO HELP, UH, PROVIDE FURTHER CONNECTEDNESS THERE. OKAY. AND DO WE HAVE ANY OTHER SENSE OF WHAT, WHERE THAT MONEY, UH, THE, THOSE FIVE OR IS THAT THE NUMBER TWO? THAT, THAT'S, IT'S THE NUMBER TWO. IT IS JUST THAT 5 MILLION TOTAL THAT WE'RE GONNA USE OVER THE DURATION OF THE GRANT. GOT IT. THANK YOU VERY MUCH. NO PROBLEM. ANY ADDITIONAL QUESTIONS? ALL RIGHT. UH, HEARING NONE, THE, UH, CHAIR WILL ENTERTAIN A MOTION TO, UH, PROVE ACTION. ITEM FIVE. UM, WAS THAT YOU, UH, BOARD MEMBER VELA SAYING? YES, SIR. OKAY. ALL RIGHT. IS THERE A SECOND BOARD MEMBER? STRATTON. ALRIGHT. UH, IT HAS, WELL, LET'S SEE. IS THERE, UH, IT'S, IS REMOVED AND PROPERLY SECONDED THAT WE APPROVE. ACTION ITEM NUMBER FIVE. ANY FURTHER DISCUSSION? ANY FURTHER DISCUSSION? FURTHER DISCUSSION? HEARING NONE. UH, ALL IN FAVOR OF APPROVING ACTION ITEM NUMBER FIVE, PLEASE LET IT BE KNOWN BY SAYING AYE. AYE. AYE. ALRIGHT. SEE YOU. SO, UH, OPPOSED? SAME SIGN. HEARING NONE, THE CHAIR WILL MAKE IT UNANIMOUS. ALRIGHT, THANK YOU. ALRIGHT, THANK YOU. ALRIGHT. UM, [VII.1. Public Safety and Security Initiatives Update] SO NOW, UM, WE HAVE MOVED THROUGH THE ACTION ITEMS. WE'LL MOVE FORWARD WITH OUR DISCUSSION ITEM, UH, WHICH WILL BE AN UPDATE ON OUR PUBLIC SAFETY AND SECURITY INITIATIVES FROM, UH, MR. JMA. THANK YOU CHAIR ILIAN, BOARD MEMBERS PRESIDENT, AND CEO WATKINS. I'M DARRYL JAMELL, AND I SERVE AS THE SENIOR DIRECTOR FOR PUBLIC SAFETY AND EMERGENCY MANAGEMENT. AND I'LL GIVE YOU AN UPDATE ON A COUPLE OF AREAS OF OUR PUBLIC SAFETY PROGRAM TODAY. THE FIRST OF WHICH IS OUR PUBLIC SAFETY AMBASSADOR PROGRAM, AND THE SECOND WILL BE OUR SECURITY TECHNOLOGY PROGRAM. AND JUST TO REVIEW FOR EVERYONE BEFORE WE GET INTO THE PRESENTATION, OUR PUBLIC SAFETY MODEL AT CAP METRO HAS THREE ELEMENTS. WE HAVE OUR PUBLIC SAFETY AMBASSADORS THAT SERVE AS THE PRIMARY INTERFACE WITH OUR, UH, CUSTOMERS AND EMPLOYEES OUT ON THE SYSTEM, AND RESPONDING TO SECURITY INCIDENTS THAT ARE NOT SPECIFICALLY LAW ENFORCEMENT. AND THEN WE HAVE OUR COMMUNITY INTERVENTION TEAM THAT WORKS ON ISSUES RELATED TO HOMELESSNESS, SUBSTANCE ABUSE, AND MENTAL HEALTH ISSUES THAT ARE IMPACTING OUR SYSTEM. AND THE THIRD ELEMENT IS OUR TRANSIT POLICE DEPARTMENT, WHICH HANDLES SPECIFICALLY LAW ENFORCEMENT RELATED MATTERS ON THE SYSTEM. AND THE PARTICIPANTS AND BENEFICIARIES OF OUR PROGRAM ARE OUR OPERATIONS DEPARTMENTS, OUR CUSTOMERS, AND OUR COMMUNITY. OUR PUBLIC SAFETY AMBASSADOR PROGRAM STARTED OPERATIONS IN FALL OF 2021, AND WE'VE REALLY SPENT THE NEXT THREE YEARS AFTER THAT BUILDING THE PROGRAM'S OPERATIONS, GETTING IT FULLY STAFFED. WE STARTED WITH JUST ONE SHIFT. WE CURRENTLY HAVE THREE SHIFTS OF AMBASSADORS WITH ONE SUPERVISOR FOR EACH SHIFT AND A MANAGER [00:40:01] FOR THE PROGRAM. AND THIS, THE PROGRAM'S REALLY HIT FEEL LIKE WE'VE HIT OUR STRIDE THIS YEAR WITH THE ADDITION OF THE TRANSIT POLICE DEPARTMENT IN JUNE, BECAUSE THAT GIVES US THAT THIRD ELEMENT SO THAT WE HAVE THE RIGHT RESOURCE FOR WHATEVER THE SITUATION IS, WHETHER IT'S AN AMBASSADOR, AN INTERVENTION SPECIALIST, OR A POLICE OFFICER. AND WHAT I'LL SHOW YOU NEXT IS THE PAST 12 MONTHS OF ACTIVITY THAT REALLY WILL SHOW YOU THE WORK THE AMBASSADORS ARE DOING OUT ON THE SYSTEM. AND I'M SORRY, I'M JUMPING AHEAD. ONE SLIDE. UH, AS I MENTIONED THE COORDINATION, THIS IS A PICTURE OF ALL THREE TEAM MEMBERS IN THEIR UNIFORMS AND REALLY BEING ABLE TO LEVERAGE WHAT THE SPECIFIC RESOURCE IS FOR WHATEVER THE ISSUE IS THAT COMES UP ON THE SYSTEM. AND, AND A LOT OF TIMES IT DOES REQUIRE TWO, TWO DIFFERENT RESOURCES FOR THE SAME ISSUE BECAUSE IT MAY ESCALATE OR IT MAY CHANGE. AND WE SEND A LOT OF REFERRALS FROM BOTH THE POLICE DEPARTMENT AND THE AMBASSADOR PROGRAM TO OUR INTERVENTION TEAM FOR FOLLOW UP. AND OVER THE PAST 12 MONTHS, THE TEAM, THEIR DAILY, UH, ROUTINE IS PRIMARILY DOING TRANSIT CENTER SECURITY CHECKS, BUS STOP SECURITY CHECKS, ENGAGING WITH CUSTOMERS AND EMPLOYEES, AND TAKING CALLS. SO WHEN THEY'RE NOT TAKING CALLS, RESPONDING TO CALLS, UH, FOR SERVICE ON THE SYSTEM, THEY'RE DOING THE SWEEPS OF THE LOCATIONS. AND THE FIRST SWEEP THEY DO IS THE TRANSIT CENTER SECURITY CHECKS. AND THAT'S WHERE THEY'RE PROACTIVELY CHECKING OUR TRANSIT CENTERS AND, UH, LOOKING FOR SAFETY AND SECURITY RELATED ISSUES THAT, THAT NEED A, A RESPONSE. AND THEY'RE AVERAGING OVER 580 OF THOSE PER MONTH. AND THE SAME THING FOR BUS STOPS, PRIMARILY FOCUSING ON HIGH ACTIVITY LOCATIONS THAT WE IDENTIFY FROM OUR OPERATIONS FOLKS, AS WELL AS FROM OUR CALLS FOR SERVICE AND PROVIDING THAT UNIFORM PRESENCE OUT IN THOSE LOCATIONS. O AND THEY'RE AVERAGING OVER 400 OF THOSE PER MONTH. AND CUSTOMER CONTACTS, THE TEAM ENGAGES WITH CUSTOMERS TO PROVIDE AID AND NAVIGATING THE SYSTEM AND OTHER CUSTOMER RELATED MATTERS. AND ANYTIME THEY'RE OUT DOING A PROACTIVE SWEEP AT A TRANSIT CENTER OR A BUS STOP, THEY'RE ENGAGING WITH CUSTOMERS OVER 2,700 PER MONTH ON THOSE. AND THEN ON EMPLOYEE CONTACTS, IT'S THE SAME THING AS THEY'RE AT BUS STOPS AND TRANSIT CENTERS, RAIL STATIONS, AND ANYWHERE ON THE SYSTEM THAT THEY'RE ENGAGING WITH OUR FIELD, UH, PERSONNEL OR OPERATIONS PERSONNEL, THEY'RE CHECKING IN WITH THEM ON ANY SAFETY OR SECURITY ITEMS THAT NEED FOLLOW UP. AND THEY'RE TAKING OVER ON AVERAGE, OVER 150 CALLS FOR SERVICE PER MONTH. AND THESE ARE CALLS FROM ANY OF OUR OPERATIONS DEPARTMENTS OR FIELD PERSONNEL ON THE SYSTEM THAT NEED A PUBLIC SAFETY RESPONSE ON THE SYSTEM. AND THEN THE SELF-INITIATED ACTIVITY, UH, THAT'S A BIG ONE FOR US BECAUSE THAT IS, UH, ANYTHING THEY KEEP TRACK OF ANYTHING THEY DO WHEN THEY'RE OUT AT A TRANSIT CENTER OR A BUS STOP OR RAIL STATION THAT THEY SEE A POTENTIAL CODE OF CONDUCT, A SAFETY OR SECURITY ISSUE AND ENGAGE, UH, WITH THAT AND GET IT RESOLVED. THEY KEEP TRACK OF THOSE. SO THOSE ARE NOT ALL THOSE THINGS COULD TURN INTO A CALL, BUT A SIGNIFICANT PORTION OF THOSE COULD, WOULD PROBABLY RESULT IN, IN A CALL. AND SO THEY'RE ABLE TO PROACTIVELY ENGAGE WITH WHATEVER THAT SITUATION IS AND, AND PREVENT IT FROM TURNING INTO A CALL FOR SECURITY. AND THEN LAST ONE IS COMMUNITY INTERVENTION SPECIALIST REFERRALS. AND THEY'RE AVERAGING 15 OF THOSE PER MONTH WHERE THEY COME ACROSS A SITUATION WHERE SOMEBODY OBVIOUSLY NEEDS SERVICE RELATED TO HOMELESSNESS, SUBSTANCE ABUSE OR MENTAL HEALTH. AND THEY MAKE THOSE REFERRALS OVER TO OUR COMMUNITY INTERVENTION TEAM FOR FOLLOW UP. AND AS THEY'RE OUT DOING PROACTIVE ACTIVITY AT OUR STATIONS AND TRANSIT CENTERS, THEY'RE, UH, LOOKING ALSO AT ENVIRONMENTAL FACTORS. IT COULD BE LIGHTING, IT COULD BE VEGETATION OVERGROWTH OR OTHER THINGS RELATED TO SAFETY AND SECURITY THAT THEY NOTE AND MAKE SURE THAT, THAT WE REPORT THOSE TO THE APPROPRIATE DEPARTMENT FOR FOLLOW UP. THROUGHOUT THE YEAR, WE DO QUITE A BIT OF TRAINING. UH, JUST IN THE PAST YEAR WE HAD A TRAINING FROM THE AUSTIN POLICE DEPARTMENT EXPLOSIVE ORDINANCE TEAM ON BOMB RECOGNITION, DEPARTMENT OF HOMELAND SECURITY TRAINING ON THE FIRST OBSERVER PROGRAM AND HOW TO REPORT AND, UH, DOCUMENT SUSPICIOUS ACTIVITY. UH, WE DID AN EXTENSIVE TRAINING ON THE CODE OF CONDUCT WHEN THAT WAS REVISED LAST SUMMER TO BE SURE THE TEAM WAS AWARE OF WHAT THAT NEW CODE OF CONDUCT, UH, WAS REQUIRED ON THE SYSTEM. AND THEN EVERY AMBASSADOR IS TRAINED IN CPR AND FIRST AID. AND WE, AS I MENTIONED, WE COORDINATE CLOSELY WITH THE, THE TRANSIT POLICE BEFORE THEY STARTED OPERATIONS. THEY SPENT TIME OUT IN THE FIELD WITH OUR TEAM TO FULLY UNDERSTAND WHAT WE CAN AND CAN'T DO AND HOW THE TEAMS WERE GONNA WORK TOGETHER. AND WE, WE KEEP DOING THAT ON AN ONGOING BASIS, ESPECIALLY AT THE SUPERVISORY LEVEL TO BE SURE THAT [00:45:01] WE'RE COORDINATING APPROPRIATELY. AND THEN, AS I MENTIONED, THE COMMUNITY INTERVENTION SPECIALISTS DO PROVIDE TRAINING ON THE REFERRAL PROCESS. UH, I'D SAY ON AVERAGE QUARTERLY, JUST TO BE SURE THAT ANY NEW AMBASSADORS THAT ARE COMING ON BOARD OR IF WE'RE HAVING ANY ISSUES, THEY EVERYBODY FULLY UNDERSTANDS WHAT THAT PROCESS IS FOR REFERRING INDIVIDUALS OVER FOR ASSISTANCE. AND WE DO PARTICIPATE IN SUPPORTING COMMUNITY ENGAGEMENT EVENTS, UH, THE HALLOWEEN TRUNK OR TREAT TREAT EVENT THIS LAST FALL. AND THEN ALSO WE HAD OUR STAFF AT THE A CC SPRING BREAK SURVIVAL PUBLIC SAFETY TABLING EVENT TO ANSWER QUESTIONS RELATED TO PUBLIC SAFETY. AND THEN ALSO WE SUPPORT SPECIAL EVENTS AND INITIATIVES THROUGHOUT THE YEAR. WE, UH, PARTICIPATED IN SUPPORTING BOTH OF THE BUS RODEOS, INTERNATIONAL BUS RODEO AND THE CAPITAL METRO BUS RODEO, UH, THE UMO LAUNCH, MAKING SURE THE TEAM WAS PREPARED TO ANSWER QUESTIONS RELATED TO THAT NEW SYSTEM. AND A COUPLE OF SECURITY INITIATIVES AT BOTH TECH RIDGE AND THE WESTGATE TRANSIT CENTER. IN RESPONSE TO SOME TRENDS WE SAW THERE RELATED TO INCREASED SECURITY EVENTS, JUST TO PROVIDE MORE, UH, UNIFORM PRESENCE AT SET TIMES THAT WE KNEW THE ISSUES WERE OCCURRING. AND THEN, UH, THE FAIR TRANSITION, THE FAIR SYSTEM TRANSITION, ENSURING THAT THE TEAM WAS READY TO ANSWER QUESTIONS FOR THAT. THEY SUPPORTED THE COLD WEATHER SHELTERING OPERATIONS, UH, JUST INTERNALLY FOR CAP METRO AS WELL AS THE CITY OF AUSTIN, UH, DURING THE SYSTEM SHUTDOWN IN JANUARY WHEN WE SUSPENDED SERVICE. AND WE ALSO PROVIDE, UH, EXTRA SUPPORT FOR SOUTH BY SOUTHWEST WHERE WE KNOW AREAS WE'RE GONNA HAVE INCREASED CUSTOMER TRAFFIC. SO THE TEAMS OUT THERE, UH, LOOKING FOR PUBLIC SAFETY, UH, SUPPORT, AS WELL AS JUST PROVIDING THE CUSTOMER SUPPORT. AT THIS TIME, I'LL TAKE ANY QUESTIONS YOU HAVE RELATED TO THE PUBLIC SAFETY AMBASSADOR PROGRAM BOARD MEMBERS. ANY QUESTIONS? ANY QUESTIONS? WELL, HEARING NONE, THANK YOU VERY MUCH. VERY CLEAR. OKAY, THANK YOU. WE WILL MOVE ON TO THE SECURITY TECHNOLOGY THEN. OUR SECURITY TECHNOLOGY PROGRAM PARTNERS WITH PROBABLY EVERY SINGLE CAP METRO DEPARTMENT, UM, SOME MORE THAN OTHERS, ESPECIALLY OPERATIONS. WE, YOU KNOW, OPERATIONS IS OUR CUSTOMER TO SUPPORT AND, UH, WE WORK PROBABLY CLOSEST WITH OUR IT DEPARTMENT. AND I JUST WANTED TO GIVE A QUICK THANK YOU TO TANYA ACEVEDO, HER TEAM, JOHN TANZER AND JEFF DOWNEY, WHO'S OUR PROJECT MANAGER BECAUSE, UH, IF WE COULDN'T COORDINATE CLOSELY AND HAVE THEIR SUPPORT, UM, IT WOULD, THIS PROGRAM WOULD NOT BE WHAT IT IS TODAY. SO I JUST WANTED TO THANK THAT, UH, GROUP OF FOLKS FOR THEIR SUPPORT AND ALL OF OUR INITIATIVES. OUR STRATEGIC GOALS FOR SECURITY TECHNOLOGY IS ENHANCING OUR VIDEO COVERAGE, JUST ENSURING THOSE SYSTEMS ARE UP AND RUNNING, UH, BECAUSE OPERATIONS RELY SO HEAVILY, WHETHER IT'S THE RAIL DEPARTMENT, BUS OPERATIONS OR, OR FACILITIES ON, UH, USING THAT TO, UM, REALLY LEVERAGE THE VIDEO AND NOT HAVE TO HAVE AS MANY FIELD PEOPLE OUT IN THE FIELD BECAUSE YOU CAN DO A LOT MORE WORK BEHIND THE CAMERA CHECKING THINGS AND, AND LOOKING AT SERVICE REMOTELY. AND, UH, STRENGTHENING OUR ACCESS CONTROL SYSTEM, WHICH IS THE SYSTEM WE USE TO MAKE SURE THAT ANY NON-PUBLIC AREAS ARE CONTROLLED AND ESPECIALLY SENSITIVE AREAS WITHIN OUR FACILITIES. INTEGRATING ADVANCED TECHNOLOGY AS THAT IS EMERGING INTO OUR SYSTEMS. AND THEN INTEGRATING WITH OUR REGIONAL PARTNERS WHERE APPROPRIATE, ENSURING THAT WE HAVE A 90% UPTIME ON OUR SYSTEMS. AND THEN GOVERNANCE REALLY WITHIN CAP METRO, MAKING SURE THE DEPARTMENTS ARE ACCESSING AND USING THE SYSTEMS CORRECTLY. THE MAIN ELEMENTS OF OUR SECURITY TECHNOLOGY PROGRAM ARE OUR VIDEO SYSTEMS, BOTH ON OUR FACILITY, IN OUR FACILITIES, AND ON OUR VEHICLES, OUR ACCESS CONTROL SYSTEMS. AND THEN A REALLY BIG ONE IS MAINTENANCE AND REPAIR BECAUSE, UH, AS THE BOARD IS AWARE, WE'VE, UH, PROBABLY A COUPLE TIMES A YEAR AD, UH, COME TO YOU WITH, UH, ADDITIONAL SYSTEMS. FOR INSTANCE, THE, UH, VIDEO RAIL CROSSING VIDEO SYSTEMS, WE JUST, UH, ARE PUTTING IN 67, UH, VIDEOS AT THOSE LOCATIONS THIS YEAR. SO AS WE INCREASE THESE SYSTEMS, THE THE NEED FOR MAINTENANCE AND REPAIR INCREASES AS WELL. WE CURRENTLY ARE AT 930 FACILITY CAMERAS AND ESTIMATE THAT TO BE, UH, CLOSER TO A THOUSAND BY THE END OF THIS YEAR. AND THEN, UH, 5,800 VEHICLE CAMERAS, WHICH AGAIN, WILL PROBABLY BE CLOSER TO 6,000 BY THE END OF THE YEAR. WE DO SUPPORT [00:50:01] ALL OF OUR CAPITAL PROJECTS. UH, EVERY NEW CAPITAL PROJECT HAS VIDEO SYSTEMS, ACCESS CONTROL SYSTEMS AND OTHER THINGS. SO WE'RE WORKING CLOSELY WITH CAPITAL CONSTRUCTION ENGINEERING AND DESIGN ON THOSE. AND THEN WE ALSO SUPPORT ADMINISTRATIVE POLICIES AND PROCEDURES, JUST MAKING SURE OUR INTERNAL PROCEDURES ARE IN LINE WITH WHAT EACH DEPARTMENT'S BUSINESS NEED IS FOR USING THOSE SYSTEMS AND ENSURING THAT THEY'RE BEING USED CORRECTLY. OUR CURRENT PROJECTS, WE JUST FINISHED REPLACING ALL THE VIDEO CAMERAS AT OUR PARK AND RIDE FACILITIES THAT WERE AT THEIR END OF THEIR LIFE. UH, OUR RAIL CROSSING CAMERAS, AS I MENTIONED, WE'RE CURRENTLY INSTALLING THOSE, EXPANDING, UH, THAT PROJECT BY 67 CAMERAS TO HAVE MORE COVERAGE OF OUR RAIL CROSSINGS. WE JUST FINISHED REPLACING THE BACKEND HARDWARE OF OUR ACCESS CONTROL SYSTEM FOR ALL OF CAP METRO FACILITIES, WHICH WAS AT THE END OF ITS LIFECYCLE. AND WE'RE WORKING WITH VEHICLE MAINTENANCE ON, UH, VEHICLE CAMERA SYSTEM TO UPGRADE AND, UH, REPLACE CAMERAS AS NEEDED ON VEHICLES FOR THIS YEAR. OUR PLEASANT VALLEY AND EXPO, UH, VIA OUR RAPID STATIONS ALL ARE VIDEO EQUIPPED, AND SO WE'RE WRAPPING UP THAT PROJECT, UH, GETTING THOSE, UH, LOCATIONS UP AND RUNNING. AND WE CURRENTLY HAVE FOUR CAPITAL PROJECTS THAT WE'RE SUPPORTING THE, UH, NORTH BASE DEMAND RESPONSE PROJECT, THE, UH, NEW BUILDING NEXT DOOR AT 3,100 EAST FIFTH, THE RAIL MAINTENANCE FACILITY EXPANSION, AS WELL AS THE GOODNIGHT, UH, AND EXPO, PARK AND RIDE FACILITIES. OUR TEAM ALSO SUPPORTS IN A FEW OTHER WAYS OUR SECURITY ASSESSMENTS. IF WE MAKE SIGNIFICANT CHANGES TO A CAP METRO FACILITY, WE WILL DO A SECURITY ASSESSMENT TO BE SURE THAT THERE HAVE HASN'T BEEN INCREASED RISK RELATED TO THOSE CHANGES. AND IF SO, YOU KNOW, WHAT ASSETS WE NEED TO BRING IN INTO THAT FACILITY TO MAINTAIN THE LEVEL OF SECURITY THAT WE HAVE. AND WE ENSURE DURING CAPITAL PROJECTS THAT WE IMPLEMENT CRIME PREVENTION THROUGH ENVIRONMENTAL DESIGN CONCEPTS. AND THAT WOULD BE LIGHTING, LANDSCAPING, ENSURING SIGHT LINES ARE OPEN SO THAT YOU HAVE A FEELING OF SAFETY AND THAT SECURITY IS, UH, ENHANCED BY THE WAY THE PROJECT IS DESIGNED. AND WE PARTICIPATE WITH OUR SAFETY DEPARTMENT IN THE SAFETY AND SECURITY CERTIFICATION COMMITTEE. AND THAT'S A PROCESS WHERE ALL NEW CAPITAL PROJECTS ARE CERTIFIED, UM, AS PART OF THE DESIGN AND CONSTRUCTION PROCESS. AND PART OF THAT PROCESS INVOLVES A THREAT AND VULNERABILITY ASSESSMENT. AND WE USE THE MATRIX AS YOU SEE IN THE LOWER RIGHT, TO IDENTIFY ANY POTENTIAL VULNERABILITY OR THREAT, WHAT'S THE POTENTIAL FREQUENCY OF THAT OCCURRENCE, AND THEN ALSO IF IT OCCURS, WHAT THE SEVERITY IS. AND SO AS WE GO THROUGH ALL THOSE ELEMENTS AND LOOK, WE, IF WE IDENTIFY THINGS THAT ARE UP IN THE UPPER LEFT QUADRANT THAT ARE LIKELY TO OCCUR, THAT COULD BE CATASTROPHIC, WE WANNA EITHER ENGINEER OR OPERATIONALLY MITIGATE THAT RISK AS MUCH AS POSSIBLE DURING THE DESIGN PROCESS AND, UH, MOVE IT DOWN TO LESS LIKELY TO OCCUR AND LESS IMPACT IF IT DOES OCCUR. AND I'LL BE HAPPY TO TAKE ANY QUESTIONS YOU HAVE RELATED TO SECURITY TECHNOLOGY BOARD MEMBERS, BOARD MEMBER VELA. THANK YOU, UH, VERY MUCH. THAT'S A, A REALLY, UH, HELPFUL AND INFORMATIVE, UH, PRESENTATION. UH, I KNOW THAT THAT THE, THE VEHICLE CAMERAS, UH, THOSE ARE, UH, RECORDING, UH, ARE, ARE THOSE COUPLE OF QUESTIONS, ARE THOSE REAL TIME MONITORED OR ARE THOSE JUST RECORDING WITH THAT VIDEO ACCESSIBLE? THEY, IT'S A LITTLE OF BOTH. THEY'RE RECORDING AND IT'S ACCESSIBLE. UH, THEY HAVE THE CAPABILITY IN THE CONTROL CENTER TO PULL UP A LIVE VIEW AND SEE INSIDE THE VEHICLE IF THEY NEED TO. OKAY, GREAT. AND SO THAT'S, IF THERE IS SOME KIND OF SITUATION OR, OR SOMETHING GOING ON, THE, THE SECURITY CENTER CAN GO AHEAD AND, AND LOOK INTO THE, TO THE VEHICLE AND SEE WHAT'S GOING ON? YES. AND THEY DO THAT MULTIPLE TIMES THROUGHOUT THE DAY PROBABLY. AND DO YOU KNOW ON THE RECORDINGS, DO YOU KNOW HOW LONG WE KEEP THOSE? IT VARIES DEPENDING ON HOW MUCH THAT VEHICLE IS IN SERVICE BECAUSE THE LONGER THE VEHICLE'S IN SERVICE, THE QUICKER IT WILL END UP RECORDING OVER MM-HMM . IF, IF I HAD TO JUST GIVE YOU A, A ROUND NUMBER, I'D SAY 30 DAYS. 30 DAYS. BUT I HAVE TO QUALIFY IT WITH, IT DEPENDS IF, IF THE VEHICLE'S OUTTA SERVICE FOR A WHILE, IT COULD BE MUCH LONGER. GOT IT. UH, AND SO AGAIN, IT'S JUST KIND OF FILLING UP A LITTLE DATA LOOP, UH, ON THE, ON THE IN VEHICLE RECORDING, HUH? YES. UH, AND THEN I WOULD IMAGINE IF THERE'S SOME KIND OF INCIDENT OR SOMETHING WE PRESERVE THAT WE PULL IT OFF AND THEN PRESERVE IT, HUH? YES, WE DO. ALRIGHT. UH, AND UH, THE, SO I SEE THAT THE, THE PLEASANT VALLEY EXPO, THE, AGAIN, THOSE ARE A BRAND NEW, LARGER, UH, UH, STOPS. UH, THOSE, UH, DO HAVE [00:55:01] INTEGRATED VIDEO RECORDING, HUH? YES. ALL RAPID STOPS HAVE VIDEO. OKAY. INCLUDING THE, THE 8 0 1 AND 8 0 3 AS WELL, HUH? YES. GREAT. BUT IN TERMS OF THE OTHER, UH, STOPS, UH, I GUESS THAT'S MORE OF A, A CASE BY CASE BASIS OR, OR YES. AND MO MOST OF THE NORMAL STOPS DO NOT. UH, SOME, SOME DO. UH, IF WE IDENTIFY IT AS A, AS AN AREA THAT, THAT REALLY NEEDS VIDEO, THAT WE NEED VIDEO THAT WE REALLY WANT, GO AHEAD AND INSTALL SOME CAMERAS THERE FOR WHATEVER REASON. HUH. UH, GREAT. AND THEN THE REST OF THE, THE FACILITY CAMERAS EITHER JUST ON, AGAIN, THIS BUILDING, UH, NEXT DOOR, UH, ALL OF OUR, OUR DIFFERENT, UH, FACILITIES. YES, WE DO MAINTAIN THOSE RECORDINGS AS WELL. ALRIGHT. UH, THANK YOU VERY MUCH. ANY ADDITIONAL QUESTIONS? GO AHEAD. BOARD MEMBER HARRIS, JUST FOLLOW, UH, COUNCIL MEMBER VELAS QUESTION AS WE MOVE FORWARD AND YOU KNOW, AND I KNOW THAT IN THE, THE PACKET THAT WE LOOKED AT IN CAMPO THAT WE HAVE A SIGNIFICANT GRANT FOR ENHANCED BUS, YOU KNOW, THAT WE'RE GONNA PUT IN A SIGNIFICANT NUMBER OF BUS STOPS OVER THE NEXT SEVERAL YEARS. ARE WE PLANNING TO ADD, IS IT A STANDARD PACKET TO PUT IN A CAMERA AT THE BUS STOP AS WE, AS WE UPGRADE AND REPLACE THESE THINGS? OR IS IT JUST ON A KIND OF AN AS NEEDED OR AN AS NEEDED BASIS? RIGHT NOW OUR, OUR STANDARD IS ALL RAPID STOPS HAVE VIDEO AND I KNOW WE'RE IN THE PROCESS OF A STANDARDIZATION OF AMENITIES AND THAT COULD BE PART OF THAT. YEAH. ONE OF THE MORE COMPLICATING FACTORS ABOUT A CAMERA IS IT NEEDS POWER. AND NOT ALL OF OUR BUS STOPS HAVE POWER. UM, WE HAVE HAVE, UM, EXPERIMENTED A LITTLE BIT. WE HAVE THE ABILITY TO SOLAR POWER A BUS STOP, UM, BUT NOT ALL OF OUR BUS STOPS ARE EVEN SOLAR POWERED. AND SO REALLY WE LOOK AT THOSE HIGHEST RIDERSHIP, HIGHEST ACTIVITY LOCATIONS AS WHERE WE'RE GONNA MAKE THE INVESTMENTS TO GET THE POWER. UM, THE METRO RAPID STATIONS ALREADY NEEDED POWER IN ORDER TO HAVE THE DYNAMIC, UM, DIGITAL DISPLAYS, UM, THAT ARE BUILT INTO KIND OF THE METRO RAPID SYSTEM AS A WHOLE. AND SO ONCE WE HAVE POWER, IT'S RELATIVELY SIMPLE, RELATIVELY SIMPLE. I SAY SIMPLE AND DARRYL GUYS GO, IT IS NOT THAT EASY, DOTTIE. UM, IT IS RELATIVELY SIMPLE TO ADD A CAMERA AT THAT POINT, BUT REALLY GETTING POWER SINCE TENDS TO BE THE LONG POLE IN THE TENT IN TERMS OF GETTING A CAMERA. THANK YOU. BOARD MEMBERS, ANY ADDITIONAL QUESTIONS? QUESTIONS? ALRIGHT, THANK YOU VERY MUCH. THANK YOU. ALRIGHT, WE HAVE, [VIII.1. President and CEO Monthly Update - April 2026] UM, MOVED NOW TO, UH, OUR FINAL ITEM, WHICH IS OUR MONTHLY, UH, PRESIDENT AND CEO REPORT. EXCELLENT. THANK YOU SO MUCH. UM, I CAN'T BELIEVE IT'S ALMOST THE END OF APRIL ALREADY AND IT'S STILL SO CHILLY OUT. IT'S NOT THE TEXAS THAT I KNOW. UM, BUT GRATEFUL FOR THE RAIN. I'M NOT GONNA COMPLAIN ABOUT THE CHILL 'CAUSE WE NEED THE RAIN. UM, WE'VE HAD A VERY BUSY MONTH, SO I'M LOOKING FORWARD TO SHARING SOME OF WHAT WE'VE DONE, UM, IN THE COMMUNITY, STARTING WITH ONE OF MY FAVORITE THINGS THAT WE DO, UM, WHICH IS OUR FRONTLINE EMPLOYEE GRADUATION. UM, SO QUARTERLY WE GATHER, UM, ALL OF OUR SERVICE PROVIDERS, UM, MTM, HERZOG AND KEOLIS, AS WELL AS OUR PUBLIC SAFETY TEAMS, UM, TO MAKE SURE THAT WE ARE RECOGNIZING ALL OF OUR FRONTLINE EMPLOYEES, UM, WHO HAVE JOINED US OVER THE INTERVENING, UM, PERIOD THAT HAS JUST PASSED. AND SO AT THE BEGINNING OF THE MONTH, UM, WE HELD TWO DIFFERENT CEREMONIES, UM, TO BE ABLE TO RECOGNIZE THOSE FOLKS, UM, FROM BUS OPERATORS TO MECHANICS, UM, RAIL DEMAND RESPONSE DISPATCHERS, PUBLIC SAFETY AMBASSADORS. WE EVEN, UM, HAD THE FORMAL SWEARING IN OF ONE OF OUR NEWEST POLICE OFFICERS. UM, JUST REALLY EXCITED TO WELCOME THESE FOLKS TO THE CAT METRO TEAM, UM, IN RECOGNITION OF THE IMPORTANT WORK THAT THEY ALL DO, UM, TOGETHER COLLECTIVELY AS OUR FRONTLINE, UM, EMPLOYEES. UM, ALSO I WAS VERY HONORED THIS MONTH, UM, TO JOIN, UM, COUNCIL MEMBER ELLIS ON THE CITY COUNCIL MOBILITY COMMITTEE BIKE RIDE. UM, IT WAS A LOT OF FUN. I WAS, I WAS PLEASED TO SEE THAT, I'M GUESSING SOMEWHERE A LITTLE OVER A THIRD, MAYBE NOT QUITE HALF OF THOSE ON BIKES WERE ON CAT METRO BIKES, UM, WHICH WAS GREAT. I THINK A LOT OF FOLKS, UM, THOUGHT, OOH, I'LL TAKE AN ELECTRIC ASSIST BIKE OVER MY OWN PEDAL BIKE ANY DAY OF THE WEEK. UM, MYSELF INCLUDED . UM, WE HAD A, A GREAT TIME, UM, BEING ABLE TO REALLY JUST SHOW OFF MUCH OF THE INFRASTRUCTURE IMPROVEMENTS THAT HAVE BEEN HAPPENING THROUGHOUT THE CENTRAL, UM, REGION. UM, AND BIKED OVER TO ZILKER PARK, UM, WHERE WE DID A RIBBON CUTTING OF A NEW MULTIMODAL IMPROVEMENT THERE. UM, YOU KNOW, ZILKER PARK HAS LONG BEEN A JEWEL IN THE PARK SYSTEM IN AUSTIN, UM, BUT HASN'T ALWAYS BEEN THE MOST ACCESSIBLE TO, UM, PEOPLE OTHER THAN CARS. AND IN THE LAST SEVERAL YEARS, UM, A LOT OF INVESTMENTS HAVE BEEN MADE, UM, THANKS, UH, TO MANY PEOPLE AT THE CITY, BUT ALSO TO THE LEADERSHIP OF, UM, COUNCIL MEMBER ELLIS TO HELP MAKE SURE THAT THAT THAT, UM, AREA IS FULLY ACCESSIBLE. AND WHAT WE'RE STANDING ON THERE AT THAT RIBBON CUTTING, UM, IS A CLEVER LITTLE WISHBONE SHAPED BRIDGE OVER SOME TREE ROOTS THAT ALLOWS US TO ACTUALLY, UM, TAKE A PEDESTRIAN OR A BICYCLIST SAFELY FROM BARTON SPRINGS ROAD TO STRATFORD, UM, THE DRIVE THAT GOES THERE, [01:00:01] KIND OF BACK TOWARD THE, THE LAKE. SO, UM, IT'S A REALLY BEAUTIFUL, UM, AREA OUT THERE. IF YOU HAVEN'T BEEN OUT THERE, UM, WALKING OR ON A BIKE RECENTLY, I ENCOURAGE YOU, UM, TO WAIT FOR THE WEATHER TO WARM UP A LITTLE AND THEN, UM, HEAD OUT TO ZILKER PARK TO TAKE A LOOK. UM, IT WAS A A LOT OF FUN TO LOOK AT THIS IMPROVEMENT AND MANY OTHERS THROUGHOUT THE CENTRAL CITY. UM, REALLY SHOWCASING THE IMPORTANCE OF ACTIVE TRANSPORTATION INVESTMENTS IN OUR COMMUNITY. UM, NEXT UP FOR OUR MONTHLY STRATEGIC PLAN, UH, 2030 UPDATE, UM, I'LL START BY, UM, WHERE I ALWAYS START, WHICH IS REMINDING EVERY ONE OF OUR FOUR CRITICAL RESULTS. UM, THE FOUR THINGS THAT WE ARE MOST FOCUSED ON ARE IMPROVING, UM, THE RELIABILITY AND SECURITY OF OUR SERVICE, INCREASING RIDERSHIP, MAKING SURE WE DO ALL OF IT WITH FISCAL RESPONSIBILITY, UM, AND PREPARE OURSELVES FOR THE FUTURE AS WE LOOK AT CAP METRO'S ROLE IN THE REGION. UM, AND THIS MONTH I'LL BE HIGHLIGHTING A COUPLE OF DIFFERENT ACTIVITIES THAT WE ARE UNDERTAKING IN THE CUSTOMER SPHERE OF OUR BUSINESS. UM, AND THE FIRST IS THE CUSTOMER EXPERIENCE HUB. UM, SO BACK IN 2024 BEFORE WE EVEN HAD THIS STRATEGIC PLAN, UM, WE SHIFTED OUR HISTORIC, OUR TRADITIONAL CUSTOMER SATISFACTION SURVEY TO A, A MORE COMPREHENSIVE CUSTOMER EXPERIENCE SURVEY LOOKING, UM, AT THE, THE OVERALL EXPERIENCE OF OUR CUSTOMERS SO THAT WE COULD IDENTIFY, UM, THROUGH THAT QUALITATIVE RESEARCH WHAT ARE THEIR PAIN POINTS. UM, AND WHAT CAME OUT OF THAT 2024 STUDY WAS, UM, HIGHLIGHTING THREE DIFFERENT PAIN POINTS, UM, FREQUENCY AND RELIABILITY AS ONE, UM, RULE AND FAIR ENFORCEMENT AS ANOTHER AND THE CAP METRO APP AS A THIRD. AND SO THOSE ARE THE THREE ITEM AREAS WHERE WE PUT TOGETHER FOCUSED ACTION PLANS AS BOARD, UM, IN THE COMMUNITY, I THINK HAVE, HAVE SEEN A LOT OF WHAT THE WORK WE'VE BEEN DOING AND CONTINUE TO DO ON THOSE THREE FRONTS, BUT IT WAS IMPORTANT TO US THAT WE NOT JUST DO THE WORK, BUT THAT WE MAKE SURE WE'RE TRANSPARENT WITH THE COMMUNITY ABOUT IT. SO LAST YEAR WE LAUNCHED OUR CUSTOMER EXPERIENCE HUB, UM, WHICH IS AN OPPORTUNITY ON OUR WEBSITE FOR US TO BE HONEST WITH OUR, WITH OUR, UM, WRITERS ABOUT WHAT WE UNDERSTAND THEIR PAIN POINTS TO BE. UM, WE SHARE THE, THE KPI STORY, UM, ABOUT RELIABILITY SATISFACTION HAVING GONE DOWN AND WHAT WE ARE DOING, UM, TO ADDRESS THOSE PAIN POINTS. UM, SIMILARLY, SECURITY SATISFACTION HAD GONE DOWN AND, AND THE INVESTMENTS WE ARE MAKING, LIKE MANY THAT YOU JUST HEARD FROM DARRELL JAMELL AND OUR SECURITY TEAM, UM, NEW THIS YEAR IN OUR CUSTOMER EXPERIENCE HUB. WE'RE ACTUALLY IN THE PROCESS RIGHT NOW, UM, IN THE MONTHS OF APRIL AND MAY OF DOING AN UPDATE OF OUR CUSTOMER EXPERIENCE SURVEY. UM, WE'VE COMPLETED THE SURVEYING ON OUR BUS. WE ARE NOW, UM, ALSO, UM, THIS YEAR ADDING SURVEYS OF OUR PICKUP AND METRO ACCESS CUSTOMERS, UM, SO THAT WE CAN GET, UM, THOSE FOLKS ADDED TO OUR BUS AND RAIL FOLKS AS WELL, SO THAT WE HAVE, UM, UPDATED CUSTOMER EXPERIENCE DATA UPON WHICH WE CAN UPDATE OUR PLAN. UM, BUT THIS, THE CUSTOMER EXPERIENCE HUB IS A GREAT PLACE, UM, FOR US TO BE ABLE TO POINT TO, TO SHOW CUSTOMERS AND SHOW COMMUNITY MEMBERS WHEN THEY HAVE QUESTIONS ABOUT WHAT WE'RE WORKING ON. UM, KIND OF NOT JUST WHAT WE'RE WORKING ON, BUT THE WHY BEHIND WHAT WE'RE WORKING ON. UM, AND THE OTHER CUSTOMER FACING ACTION IN OUR STRATEGIC PLAN IS REALLY JUST ABOUT CLEANING UP AND, AND CONTINUALLY IMPROVING OUR FEEDBACK LOOP FOR RECEIVING CUSTOMER AND COMMUNITY FEEDBACK. UM, WHAT DO WE DO WITH IT, MAKING SURE THAT WE ARE TRACKING IT WELL. UM, AND THERE ARE KIND OF FOUR SWIM LANES OF WORK, UM, THAT WE ARE, UM, WORKING THROUGH. UM, WE, THE FOUR DIFFERENT MILESTONES, THE FIRST BEING, UM, CRM OR CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES. UM, OUR SALESFORCE SERVICE CLOUD, WHICH YOU ACTUALLY JUST APPROVED ANOTHER YEAR OF LICENSING FOR, IS THE BACKBONE OF HOW WE RECEIVE, UM, CUSTOMER AND COMMUNITY FEEDBACK AND DOCUMENT THAT AND TRACK IT. AND IT'S THE, THE DATABASE TOOL THAT HELPS US DO THAT. UM, WE'VE IDENTIFIED ANOTHER 10 OR SO TOOLS, SOME OF WHICH FEED INTO THAT, SOME OF WHICH OPERATE SEPARATELY THAT WE USE THROUGHOUT THE ORGANIZATION. AND SO WE'RE ON TRACK THERE AND MAKING SURE THAT WE'VE CLEANED UP, UM, THE, OUR CAPABILITIES FROM A TECHNOLOGY STANDPOINT, BUT WE STILL HAVE PLENTY OF WORK TO DO TO REALLY STREAMLINE AND CAN MAKE SURE THAT WE HAVE A GOOD ROADMAP OF CONTINUOUS IMPROVEMENT THERE. UM, THE GOOD THING, THE GOOD NEWS IS WE ARE IN THE 21ST CENTURY WHERE THERE IS ALWAYS A SOFTWARE TOOL AVAILABLE TO HELP YOU. UM, THE BAD NEWS IS WE ARE IN THE 21ST CENTURY AND THERE'S ALWAYS ANOTHER SOFTWARE TOOL AVAILABLE TO HELP YOU. AND SO REALLY MAKING SURE THAT WE HAVE A GOOD ROADMAP SO THAT WE AREN'T JUST GETTING EVERY TOOL ON THE PLANET, BUT THAT WE ARE USING IT WISELY. UM, WE'RE REALLY EXCITED ON, WE'RE ON, ON THE CUSP OF ROLLING OUT CAPABILITY IN THAT SYSTEM FOR US TO MORE EASILY TAKE AN EMAIL TO US AND TURN THAT INTO A RECORD IN THE SYSTEM WITHOUT AS MUCH HUMAN NEED FOR COPY, PASTE, COPY PASTE, COPY PASTE TO MAKE THAT HAPPEN. UM, AND THAT WILL MAKE US A LOT MORE EFFICIENT. UM, ON THE RESPONSE PROCESS, OUR CUSTOMER CARE CARE TEAM HAS REDEFINED AND UPDATED THEIR WORKFLOWS FOR INTAKE, TRIAGE AND RESPONSE USING THESE SYSTEMS. [01:05:01] UM, WE ARE, WE ARE NOW POINTED TOWARD OUR, IN OUR CROSS DEPARTMENTAL COORDINATION. SO A LOT OF THE REASON WHY THESE SYSTEMS ARE IN PLACE IS BECAUSE WE HAVE ONE TEAM, CUSTOMER CARE WHO IS TAKING ALL OF THE PHONE CALLS AND LARGELY FIELDING ALL OF THE EMAILS, BUT THEY AREN'T THE ONES TYPICALLY WHO ARE GOING TO SOLVE THE PROBLEM FOR THE CUSTOMER. AND SO WE HAVE AN INTERNAL PROCESS THAT ALLOWS US TO HAVE USERS IN EVERY DEPARTMENT TO MAKE SURE THAT THE DEPARTMENT RESPONSIBLE FOR FIXING THAT BUS STOP OR DEALING WITH THAT LATE BUS OR WHATEVER THE CASE MAY BE, UM, ARE THE ONES THAT ARE RECEIVING THAT FEEDBACK AND INTERACTING DIRECTLY WITH OUR CUSTOMERS AND DOCUMENTING THAT ALONG THE WAY. UM, SO WE ARE, UH, HAVE WORKED THROUGH OUR CUSTOMER CARE PROCESS UPDATES AND ARE NOW WORKING ON UPDATING OUR, OUR PROCESSES WITH THE REST OF THE DEPARTMENTS, UM, ON STAFF GUIDANCE. WE HAVE A SALESFORCE, AGAIN, SIMILARLY, WE HAVE A GREAT, UM, FOUNDATION SET FOR HOW WE USE SALESFORCE WITHIN CUSTOMER CARE. UM, AND SO AS WE ARE LOOKING AT WHAT OUR ROADMAP IS FOR THE REST OF THE DEPARTMENTS, MAKING SURE THAT WE'VE DOVETAILED ALL OF THAT IN. UM, AND THEN MONITORING IS SOMETHING THAT WE KNOW IS IMPORTANT. UM, THE BEAUTY OF HAVING ALL OF THIS DATA IS IT GIVES US A LOT OF GREAT INFORMATION, UM, BUT WE DON'T, WE HAVEN'T QUITE YET LEVERAGED WHAT WE KNOW TO BE ALL OF THE REPORTING CAPABILITIES OF SALESFORCE. UM, SO OVER THE COMING YEAR, WE ARE REALLY WORKING TO MAKE SURE THAT WE'VE DEFINED WHAT GOOD DATA GOVERNANCE FOR OUR, OUR CUSTOMER DATA LOOKS LIKE, AND ARE ABLE TO START PROVIDING, UM, BETTER, UM, DETAILED METRICS FOR OUR TEAMS TO LOOK AT. UM, IT, THERE ARE A LOT OF, UM, KIND OF REAL TECHNICAL, REAL IN THE WEEDS PIECES, BUT THIS IS ONE OF THOSE FOUNDATIONAL SYSTEMS THAT REALLY, IF WE DON'T GET THIS RIGHT, IT MAKES IT REALLY HARD FOR US, UM, TO BE ABLE TO, TO PROACTIVELY RESPOND TO OUR CUSTOMERS AND TO REALLY KNOW WHEN THAT WE'VE RECEIVED EIGHT COMMENTS ABOUT THIS AREA. SO THE NEXT SERVICE CHANGE, WE SHOULD LOOK AT A ROUTE CHANGE, RIGHT? IF WE'RE NOT ABLE TO CAPTURE THE DATA IN THAT COMPREHENSIVE WAY, WE'RE NOT ABLE TO ACTION IT AS WELL. UM, AND SO, UM, A A LOT OF, UM, REAL DETAILED WORK HAPPENING WHERE THIS IS CONCERNED, BUT REALLY SETTING US UP TO BE ABLE TO BE EVEN MORE PROACTIVELY, UM, RESPONSIVE TO OUR CUSTOMERS IN THE FUTURE. AND SPEAKING OF CUSTOMERS, UM, WE'LL TAKE A QUICK CARE AT OUR MONTHLY CUSTOMER CARE STATS. UM, NOT SURPRISINGLY, OUR, OUR CALL VOLUME DOES CONTINUE TO INCREASE, UM, AS IT HAS JUST ABOUT EVERY MONTH, UM, YEAR OVER YEAR FOR THE LAST YEAR, UM, IN THE MONTH, UM, OF MARCH, OUR, UM, CALL VOLUME WAS DRIVEN LARGELY BY, UM, QUESTIONS, CONTINUED QUESTIONS ABOUT TAP TO PAY, WHICH IS GREAT FUNCTIONALITY, AND HELPING ALL OF OUR NEW WRITERS UNDERSTAND HOW TO USE THAT, THAT FUNCTIONALITY ON OUR ONBOARD VALIDATORS AS WELL AS THE ASSOCIATED PHASING OUT OF OUR PHYSICAL CARDS. SO WE HAVE, UM, WITH THE, UM, PLAN TO INTRODUCE NEW FAIR BOXES STARTING THE SUMMER, WE WILL BE MOVING AWAY FROM ALL OF THE PAPER SWIPE CARDS. SO, UM, WE'LL BE MOVING AWAY FROM THE DAY PASS. WE'LL BE MOVING AWAY FROM THE KIND OF LEGACY MEDIA THAT IS OUT THERE IN THE WORLD. SO WE ARE STARTING TO TRY AND GET THAT WORD OUT BROADLY, THAT IF YOU HAVE A PAPER PASS, IT'S, IT'S GOING AWAY THIS SUMMER. UM, YOU NEED, IF YOU DON'T KNOW WHAT TO DO ABOUT THAT, YOU SHOULD CALL US AND, AND TALK TO US ABOUT IT. SO WE ARE FIELDING A LOT OF QUESTIONS FROM PEOPLE WHO HAVE, UM, THOSE PASSES AND WANT TO KNOW WHAT TO DO ABOUT IT. UM, AND THEN MARCH IS REALLY KIND OF THE BEGINNING OF THE WARMER WEATHER AND A LOT OF EVENTS. SO OBVIOUSLY SOUTH BY SOUTHWEST KEEPS US BUSY. UM, THE VICE PRESIDENT WAS IN TOWN. UM, AUSTIN FC SEASON IS NOW IN FULL SWING. UM, AS WELL AS, UH, SEVERAL POLITICAL DEMONSTRATIONS HAPPENING THROUGHOUT OUR COMMUNITY. ALL OF THOSE THINGS IMPACT THE REGULAR FLOW OF OUR SERVICES, OFTEN RESULT IN, UM, DETOURS AND THEREFORE CALLS TO OUR CUSTOMER CARE TEAM. AND THEN LASTLY, A LITTLE BIT ABOUT WHAT I'VE BEEN UP TO, UM, A FEW KEY OUTREACH AND ENGAGEMENT, UM, UH, PHOTOS FOR YOU. UM, THE FIRST PICTURE HERE ON THE LEFT, I WAS THRILLED TO JOIN, UH, MAYOR WATSON AND A-T-P-C-E-O, UH, GREG CANALI AT THE TRANSIT FORWARD SPRING COALITION LUNCHEON, UM, WHERE WE SHARED PROGRESS ON HOW THINGS ARE GOING AND MOVING PUBLIC TRANSPORTATION FORWARD FOR OUR REGION. UM, THE PANEL IN THE MIDDLE THERE, ACTUALLY JUST LAST WEEK, UM, I WAS, UH, I, UH, JOINED MY COLLEAGUES FROM THE CENTRAL TEXAS REGIONAL MOBILITY AUTHORITY. UM, WE'RE GONNA CALL CAMPO, WE'LL GIVE RUDY MATEO ON THE, UH, WE WILL GIVE HIM HIS CAMPO ROLE FOR BEING ON THAT PANEL AS WELL AS MIKE ROGERS FROM THE CITY OF AUSTIN. UM, THIS WAS PART OF THE AUSTIN CHAMBER OF COMMERCE INFRASTRUCTURE SUMMIT, WHICH WAS HELD LAST WEEK. UM, AND WE WERE TALKING ABOUT HOW YOU MANAGE THROUGH DISRUPTION. UM, AS YOU, UH, MIGHT HAVE HEARD THERE'S A LITTLE BIT OF CONSTRUCTION HAPPENING, UM, WITHIN THE AUSTIN REGION. UM, AND WHAT ARE WE DOING AS A, A COLLABORATIVE OF PUBLIC ENTITIES TO HELP, UM, MO MANAGE THROUGH UC, UM, THAT KIND OF DISRUPTION. UM, AND TALKED A LITTLE BIT ABOUT THE CONSTRUCTION PARTNERSHIP PROGRAM, [01:10:01] UM, THAT WE HAVE COLLECTIVELY JOINED FORCES TO PUT FORWARD AS WELL. UM, AND THEN LAST BUT CERTAINLY NOT LEAST, I WAS, UM, HAD A LOT OF FUN, UH, JOINING BOARD MEMBER VELA. UM, ALSO COUNCIL MEMBER FUENTES JOINED US, UM, IN SPEAKING TO 140, UM, SOPHOMORE LIBERAL ARTS STUDENTS, UM, HONORS STUDENTS, UM, FROM THE UNIVERSITY OF TEXAS WHO CAME DOWN TO, UH, CITY HALL AS PART OF THEIR URBAN STUDIES PROGRAM, UM, TO REALLY TALK TO THEM ABOUT WHAT HAPPENS AT CITY HALL AND HOW, UM, PUBLIC POLICY GETS MADE. AND INTERESTINGLY, HOW PUBLIC PO POLICY MAKERS INTERACT WITH LOCAL GOVERNMENT OFFICIALS, UM, AND EMPLOYEES SUCH AS MYSELF TO ACTUALLY MAKE THOSE POLICIES HAPPEN. UM, SO IT WAS A GREAT OPPORTUNITY TO REALLY, UM, SPEAK TO THE TRUE LEADERS OF TOMORROW AND HELP THEM UNDERSTAND A LITTLE BIT ABOUT HOW THE SAUSAGE IS MADE, WHILE NOT SCARING THEM AWAY FROM THE IDEA OF EVER WANTING TO EAT SAUSAGE AGAIN IN THEIR LIVES. SO, UM, HAD A LOT OF FUN, UM, DOING THAT AS WELL. UM, AND THAT, WITH THAT, I WILL CONCLUDE MY PRESIDENT'S REPORT FOR THE MONTH. DIDN'T KNOW WE WERE TALKING ABOUT SAUSAGE TODAY. THIS IS CENTRAL TEXAS. WE ALWAYS TALK ABOUT SAUSAGE . ALRIGHT, UH, WELL IT LOOKS LIKE WE HAVE GONE THROUGH OUR AGENDA. THIS IS, UH, THESE ARE ALL OUR POSTED ITEMS. WANNA THANK YOU ALL FOR COMING OUT AND ATTENDING THE MEETING. UM, ALWAYS WANT TO THANK STAFF FOR MAKING IT POSSIBLE FOR US TO GET THROUGH THESE MEETINGS. UH, I, UM, WELL THERE'S NO FURTHER BUSINESS BEFORE US TODAY, SO WE'LL STAND ADJOURNED AT ONE 11. * This transcript was created by voice-to-text technology. The transcript has not been edited for errors or omissions, it is for reference only and is not the official minutes of the meeting.