Toledo Area Regional Transit Authority

TARTA

**Toledo, Ohio**

Assessment

of

ADA Complementary Paratransit Service

Capacity Constraints

April 2-5, 2001

*Summary of Observations*

**Prepared for**

**Federal Transit Administration**

**Office of Civil Rights**

**Washington, DC**

**Prepared by**

**Planners Collaborative, Inc.**

**with**

**Multisystems, Inc.**

**Final Report**

**September 10, 2001**

**CONTENTS**

[I. Purpose of the Assessment 1](#purpose-of-the-assessment)

[II. Overview of the Assessment 3](#overview-of-the-assessment)

[III. Background 7](#background)

[IV. Summary of Findings 10](#summary-of-findings)

[V. Observations Regarding ADA Complementary Paratransit Eligibility &
Other Service Access Issues
14](#observations-regarding-ada-complementary-paratransit-eligibility-other-service-access-issues)

[VI. Observations Regarding Telephone Capacity, Trip Reservations, &
Trip Denials
22](#observations-regarding-telephone-capacity-trip-reservations-trip-denials)

[VII. Observations Regarding Scheduling and Service
28](#observations-regarding-scheduling-and-service)

[A. Scheduling 29](#scheduling)

[B. Dispatch and Operations 33](#dispatch-and-operations)

[1. Analysis of On-Time Performance
34](#analysis-of-on-time-performance)

[2. Analysis of Trip Length 35](#analysis-of-trip-length)

[VIII. Resources 42](#resources)

*Attachment A Response from TARTA*

*Attachment B Original On-Site Assessment Schedule*

*Attachment C TARPS USER GUIDE*

*Attachment D Summary of Consumer Comments*

*Attachment E Current ADA Complementary Paratransit Eligibility
Application Form*

*Attachment F Selected Pages from Former Eligibility Application Forms*
[]{.mark}

*Attachment G TARPS April 2001 Service Bulletin*

*Attachment H TARPS On-Time Performance*

# Purpose of the Assessment

Public entities that operate fixed route transportation services for the
general public are required by the U.S. Department of Transportation
(USDOT) regulations implementing the Americans with Disabilities Act of
1990 (ADA) to provide ADA Complementary Paratransit service for persons
who, because of their disability, are unable to use the fixed route
system. These regulations (49 CFR Parts 27, 37, and 38) include six
service criteria, which must be met by ADA Complementary Paratransit
service programs. Section 37.135(d) of the regulations requires that ADA
Complementary Paratransit services meet these criteria by January 26,
1997.

The Federal Transit Administration (FTA) is responsible for ensuring
compliance with the ADA and the USDOT regulations. As part of its
compliance efforts, FTA, through its Office of Civil Rights, conducts
periodic assessments of fixed route transit and ADA Complementary
Paratransit services operated by grantees.

The purpose of the review is to assist the transit agency and the FTA in
assessing whether capacity constraints exist in ADA Complementary
Paratransit services. The assessment examines service standards and
policies related to issues of capacity constraints such as on-time
performance, on-board travel time, telephone hold times, trip denials,
and any other trip-limiting factors. The assessment considers whether
there are patterns or practices of a significant number of trip limits;
trip denials; early or late pick-ups or arrivals after desired arrival
(or appointment) times; long trips; or long telephone hold times as
defined by established standards (or typical practices if standards do
not exist). The examination of patterns or practices includes looking
not just at service statistics, but also at basic service records and
operating documents, and observing service to determine whether records
and documents appear to reflect true levels of service delivery. Input
also is gathered from local disability organizations and customers.
Guidance is provided that will assist the transit service provider in
ensuring that service can be effectively monitored by transit agencies
for capacity constraints.

An on-site assessment of ADA Complementary Paratransit service provided
by Toledo Area Regional Transit Authority (TARTA) in Toledo, Ohio was
conducted from April 2 through 5, 2001. Planners Collaborative, Inc.,
located in Boston, Massachusetts, and Multisystems, Inc., located in
Cambridge, Massachusetts, conducted the assessment for the FTA Office of
Civil Rights. The assessment focused on compliance of TARTA's ADA
Complementary Paratransit service, known as TARPS (Toledo Area Regional
Paratransit Service), with one specific regulatory service criterion:
the "capacity constraints" criterion. Section 37.131(f) of the
regulations requires that ADA Complementary Paratransit services be
operated without capacity constraints.

This report summarizes the observations and findings of the on-site
assessment of TARTA's ADA Complementary Paratransit service. First, a
description of key features of the ADA Complementary Paratransit service
is provided. Then, a description of the approach and methodology used to
conduct the assessment is provided. Observations and findings related to
each element of the capacity constraint criterion are then summarized.
The major findings of the assessment are summarized in the last section
of this report. Recommendations for addressing some of the findings are
also provided.

TARTA was provided with a draft copy of the report for review and
response. A copy of the correspondence received from TARTA documenting
the transit agency's response to the draft report is included as
Attachment A.

# Overview of the Assessment

This assessment focused on compliance with the ADA Complementary
Paratransit capacity constraints requirements of the regulations.
Several possible types of capacity constraints are identified by the
regulations. These include "wait listing" trips, having caps on the
number of trips provided, or recurring patterns or practices that result
in a significant number of trip denials, untimely pick-ups, or
excessively long trips. Capacity constraints also include other
operating policies or practices that tend to significantly limit the
amount of service to persons who are ADA Complementary Paratransit
eligible.

To assess each of these potential types of capacity constraints, the
assessment focused on observations and findings regarding:

-   Trip denials and "wait listing" of trips;

-   Trip caps;

-   On-time performance; and

-   Travel times.

Observations and findings related to two other policies and practices
that can affect ADA Complementary Paratransit use also were provided
including:

-   Determinations of ADA Complementary Paratransit eligibility, and

-   Telephone capacity.

ADA Complementary Paratransit eligibility determinations were assessed
to ensure that system use was not impacted by inappropriate denials of
eligibility for the service or unreasonable delays in the eligibility
process. Telephone capacity was assessed because access to reservations
and customer service staff is a critical part of using any ADA
Complementary Paratransit service.

**Pre-assessment**

The assessment first involved the collection and review of key service
information prior to the on-site visit. This information included:

-   A description of how the ADA Complementary Paratransit service is
    structured;

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-   A copy of the current service provider contract;

-   A copy of the operator manual, which details service policies and
    practices to drivers and employees;

-   A copy of the passenger guide, which details service policies to
    customers; and

-   A description of the service standards adopted by TARTA related to
    on-time performance, trip denials, travel times, and telephone
    service, if any.

Additional information was requested to be available during the on-site
visit. This information included:

-   Copies of completed driver manifests for recent months;

-   Six months of service data, including the number of trips requested,
    scheduled, denied, canceled, no-shows, missed trips, and trips
    provided by TARPS;

-   A breakdown of trips requested, scheduled, and provided;

-   Detailed information about trips denied in the last six months
    including origin and destination information, day and time
    information, and customer information;

-   Detailed information about trips identified in the last six months
    with excessively long travel times;

-   Telephone call management records; and

-   A list of recent customer complaints related to capacity issues
    (trip denials, on-time performance, travel time, and telephone
    access).

In addition to the review of data and direct observations, the
assessment team conducted telephone interviews with twelve customers and
consumer representatives. Additionally, the assessment team reviewed
seven complaints on file with FTA. These complaints were filed in
September and October, 1999.

**On-site Assessment**

The on-site assessment began with an opening conference, held at 1:00 PM
on Monday,

April 2, 2001. TARTA representatives attending the meeting included
Richard Ruddell, General Manager; Laura Swigart, Director, Charter and
ADA Service; Joan Rife, General Counsel; and James Gee, Director of
Planning. Charles Shepherd, Project Manager for Laidlaw Transit
Services, Inc., TARTA's ADA Complementary Paratransit service operator,
also attended.

Don Kidston and Brian Barber of Planners Collaborative, and Russell
Thatcher of

Multisystems, Inc. represented the FTA assessment team. Arthur Andrew
Lopez, Director, FTA Office of Civil Rights and Cheryl Hershey, also of
the Office of Civil Rights, participated in the opening conference via
telephone.

[]{.mark}

Mr. Lopez opened the meeting by emphasizing that the purpose of the ADA
assessments is to help transit properties provide effective ADA
Complementary Paratransit service.

He also thanked TARTA staff for their cooperation in conduct of the
assessment. Ms. Hershey explained that:

-   Preliminary findings and an opportunity to respond would be provided
    at a closing meeting on Thursday.

-   A report would be drafted and provided to TARTA for review and
    comment before being finalized as a public document.

Mr. Ruddell and his staff described the make up of TARTA's governing
body and asked of other reviews that might be useful.

Don Kidston described the schedule for the on-site assessment and follow
on reports. A copy of the assessment schedule appears in Attachment B.
TARTA staff indicated that they were happy to assist in any way during
the course of the assessment. Workspace was provided for the assessment
team. The meeting was adjourned.

Following the opening conference, the assessment team met with TARTA
staff to review the eligibility determination process, customer
complaint procedures and records and budget information. Later, staff
went to Laidlaw's facilities where they observed trip reservation
operations.

On Tuesday morning, April 3, the assessment team observed the
reservations/scheduling process at Laidlaw's offices and collected data
on the handling of trip requests. The assessment team members sat with
different call takers and listened to calls as they were received. Basic
information (e.g., date and time requested, origin and destination
ambulatory or wheelchair user, whether the trip was scheduled or put on
the pending list) was recorded for each call observed. The middle of the
day was spent interviewing management personnel on procedures for call
taking, reservations, and scheduling. Information also was collected for
analysis. The team continued to observe call taking and dispatch on
Tuesday afternoon.

On Wednesday morning the team continued to observe dispatch, reviewed
TARPS records, and interviewed operators at the Laidlaw facility.
Wednesday afternoon was spent in analysis of records on travel times and
further review of TARPS eligibility procedures and performance.

On Thursday, April 5, the assessment team attended the meeting of the
TARTA Board of Directors at the request of the General Manager. The
assessment team spent the remainder of the morning preparing for the
exit conference, which was held early that afternoon.

During the exit conference, the assessment team presented preliminary
findings, and these findings and recommendations were discussed with
TARTA staff. In addition to

Richard Ruddell, Laura Swigart, Joan Rife, and James Gee, TARTA
representatives attending the meeting included, Dean Brown,
Superintendent of Maintenance, John Stewart, Superintendent of
Transportation, and Craig Bruns. Charles Shepherd, from Laidlaw Transit
Services, Inc., and the FTA assessment team also were present. Roger
Peralta of the FTA Office of Civil Rights participated in the closing
conference via telephone.

The team reviewed initial findings in the areas of:

-   Service eligibility

-   Trip reservations

-   On-time performance, and

-   Trip duration

The team also addressed observations on consumer input, service
resources, scheduling procedures and communications procedures.

The team passed on a message from the Arthur Andrew Lopez, Director of
the FTA Office of Civil Rights offering his assistance to TARTA with
customer outreach.

# Background

Toledo is located on the Maumee River at the west end of Lake Erie. The
City of Toledo, which has a population of 332,900, is in northwest Ohio
on the Michigan Border. TARTA is a public authority created under the
laws of the state of Ohio to operate a public transit system in the
Toledo service district. The service district includes the communities
of Toledo, Sylvania, Maumee, Perrysburg, Rossford, Ottawa Hills,
Waterville, Sylvania and Spencer. TARTA is governed by a Board of
Trustees comprised of 9 representatives from Toledo and one from each of
the 8 remaining communities in the service area. The General Manager is
responsible to the Board for the administration of TARTA.

TARTA serves a population of 418,000 in a 149 square mile service area.
TARTA schedules 160 of its 193 buses for daily fixed route operations
and serves approximately 16,500 passenger trips on its 51 fixed bus
routes. All fixed route buses are equipped with wheelchair lifts.

Fixed route service is generally available seven days a week. The
service hours vary by route with the earliest on weekdays scheduled for
5:10 AM and the latest drop-off at 11:27 PM. On weekends, service hours
range from 5:55 AM to 11:29 PM. The regular one-way fare is 85 cents;
seniors and persons with disabilities pay 40 cents. Children under age 6
accompanied by an adult ride for free. Weekly passes are available for
\$8.50, and tokens are available in quantities of 25 for \$20 (80
cents/token).

**Description of the ADA Complementary Paratransit Service**

TARTA established a separate division specifically to serve people with
disabilities who are unable to use fixed route service. The TARTA
Paratransit Division determines who is eligible for ADA Complementary
Pararatransit service. Otherwise, TARTA provides all ADA Complementary
Paratransit service known as TARPS (Toledo Area Regional Paratransit
Service) through a contract with Laidlaw Transit Services. The TARPS
service is operated from the contractor's facility at 419 N. Westwood
Avenue in Toledo. TARTA provides 27 passenger, and one road-supervisor,
vehicles to the contractor through a lease. TARTA provides radios for
each vehicle, two consoles, and associated transmitter and antenna to
the contractor. TARTA also provides the contractor with a computer
server, four desktop devices and ancillary equipment.

A copy of the ADA Complementary Paratransit rider guide, called TARPS
User Guide is included as Attachment C.

The TARPS ADA Complementary Paratransit service area is an area three
quarters of a mile on either side of the fixed route service. The TARPS
contract defines the passenger service hours as 6:00 AM to 10:30 PM on
weekdays and 6:30 AM to 10:30 PM on weekends and holidays. The one-way
fare for all passengers is \$1.50, payable in cash or with
advance-purchase tickets. Tickets can only be purchased by mail or at
the TARPS office. Personal attendants ride for free. Companions pay the
same fare as the eligible customer. TARPS allows up to two companions as
requested, as space permits. Children under age 6 when accompanied by an
adult ride free; children 6 and older are required to pay the \$1.50
fare.

Reservation requests may be made from 1 to 14 days in advance of the
trip. Requests are accepted seven days a week between 7:00 AM and 6:00
PM daily. Trip requests are treated in three different ways.
Subscription trips (40% of the trips) are scheduled well in advance of
the service day. When reservations are received up to 3 days before the
service day, they are entered into a computerized scheduling program to
an "open" run. The passenger trip request is not actually assigned to a
vehicle or driver at that time. Two days before the service day open
trips are assigned to runs that have real vehicle/driver assignments.
Trip schedules are then confirmed with customers between 9:00 AM and
8:00 PM 2 days prior to the trip. Trips requested within 2 days of
service are manually assigned to runs. This process is described in more
detail under the section on Reservations/Scheduling/Dispatching
Observations described later in this report.

TARTA describes a cancellation, as a scheduled trip that has been
confirmed 2 days in advance of the travel day that the customer is
unable to make. The User Guide indicates that excessive cancellations
will result in suspension of service. TARTA has a dedicated telephone
number for cancellations. Messages can be left on an answering machine
when TARPS offices are closed.

About 5,800 persons are registered as ADA-eligible in the TARPS
database. Of these eligible customers, TARPS serves approximately 200 to
250 passenger trips per weekday. TARPS ridership has grown significantly
in recent years as follows:

-   3,100 trips per month in 1998;

-   3,500 trips per month in 1999;

-   4,300 trips per month in 2000; and

-   4,900 trips per month in January/February 2001

**Policies and Service Standards Related to Capacity Issues**

TARTA has established service standards for trip denials, on-time
performance and travel time, but has not established standards for
missed trips and telephone capacity for the TARPS. The service standards
are described below.

[]{.mark}

-   ***Trip Denials***: TARPS has a "no denial tolerance."

-   ***On-Time Performance***: Trips are considered to be on-time if
    passengers are picked up within 10 minutes of the scheduled pick-up
    time. TARPS goal is 95% or greater for on-time performance.

-   ***Missed Trips***: TARPS has no standard for missed trips.

-   ***Travel Time***: TARPS travel time standard is that no trips
    exceed one hour.

-   ***Telephone Capacity***: There are no written or stated
    call-handling standards. TARPS is unable to obtain reports on actual
    hold or pick-up times.

**Consumer Comments**

In order to identify potential areas of concern, prior to the assessment
the team interviewed 12 consumer representatives and reviewed 7 active
complaints filed with FTA in September and October 1999. Of the consumer
representatives, 7 were contacted through The Ability Center of Greater
Toledo, an organization that advocates the rights of persons with
disabilities.

In addition, during the field assessment, the team reviewed 44 TARPS
complaints filed with TARTA during 2000 and 2001. TARTA staff indicated
that it receives complaints for TARPS service by telephone, by email
through its web site, by letter and by a complaint form. Complaints are
filed directly with TARTA or through The Ability Center of Greater
Toledo. All complaints are directed to the Director, Charter and ADA
Service. Telephone complaints that can be addressed without research are
addressed during the call and not logged in TARTA's complaints records.
Otherwise, complaints are logged and addressed to Laidlaw Transit
Services for review and response. Laidlaw provides a response to the
complaint and, as appropriate, identifies corrective action. When a
written response is appropriate, it is generally provided to the
customer within 2 weeks. When appropriate, TARTA provides customers free
tickets for future rides as compensation for inconvenience they may have
incurred.

These consumer comments are summarized in the tables appearing in
Attachment D.

# Summary of Findings

The following summarizes the findings made as a result of the
assessment. The bases for these findings are addressed in the following
sections of this report. The findings should be used as the basis for
any corrective actions proposed by TARTA. Recommendations are also
included in the report for TARTA's consideration in developing
corrective actions.

**Findings Regarding ADA Complementary Paratransit**

**Eligibility and Other Service Access Issues**

1.  The eligibility determination process used by TARTA does not appear
    to limit access to ADA Complementary Paratransit service.

2.  Applications for ADA Complementary Paratransit eligibility are
    processed in 21 calendar days or less about 93% of the time. The
    longest time noted for an eligibility determination was 25 days. As
    required by the regulations, presumptive eligibility is offered when
    it takes more than 21 days to make a determination.

3.  ADA Complementary Paratransit service appears to be provided in all
    areas that are within ¾ of a mile of fixed route service. One
    instance of a misinterpretation of the service area was noted.

4.  Fixed route service hours appear to be two hours longer on weekdays
    than the TARPS service and about one hour longer on weekends.

5.  Policies regarding the use of personal care attendants (PCAs) do not
    appear to comply with the regulations. The policies do not allow
    persons to travel with PCAs only when needed. These policies appear
    to have impacted travel with PCAs -- the number of riders authorized
    to travel with PCAs is quite low (13%) and the number of trips with
    PCAs is also very low (only 2% of all trips).

6.  Past practices used to suspend eligibility for seriously disruptive
    conduct did not include notification of the right to appeal the
    suspension.

**Findings Regarding Telephone Capacity, Trip Reservations**

**& Trip Denials**

1.  The procedures for reserving trips as described in the TARPS USER
    GUIDE are inconsistent with regulatory requirements and with TARPS
    procedures and practices observed during the assessment.

2.  TARPS current telephone system is not equipped with automated
    monitoring and reporting capabilities. As a result, automated
    monitoring of performance in serving customer access to TARPS to
    schedule trips and make other inquiries was not possible. TARTA has
    ordered a new telephone system with monitoring capabilities.

3.  During the assessment, telephone calls were answered promptly with
    very few calls placed on hold. Hold times appeared to be about one
    minute long. The assessment team observed no denials of requests for
    service.

4.  TARTA does not have a policy or standard for performance in
    responding to telephone calls.

5.  Between 7:00 AM, when reservation lines are opened, and 8:30 AM,
    only one person is available for taking trip reservations and
    dispatching while also addressing scheduling tasks. It appeared
    that, during busy periods, the effort of addressing all three
    functions are more than one person could effectively handle. This
    could result in calls not being answered in a timely fashion.

6.  Trip reservations are based upon pick-up times only, not
    appointment, or drop-off, times. As a result, the potential for a
    customer to be dropped off late for an appointment may be increased,
    and performance in serving appointment trips could not be measured
    easily.

7.  The assessment team observed that the information requested from,
    and provided to customers during calls varied from one call taker to
    another. Significant differences in the form of the information
    conveyed could lead to confusion.

8.  A sample of call-backs indicated that 86% of required callbacks were
    confirmed. The use of call-backs rather than real time scheduling
    with a single call increases the potential for miscommunication
    between call takers and customers.

**Findings Regarding Scheduling**

1.  Although there appear to be no denials for TARPS service, TARTA's
    contract with Laidlaw limits subscription trips to 50% of the trips
    during any hour of the service day.

2.  Parameter settings in the Trapeze software may cause circuitous
    routing of trips to take advantage of available vehicle time.

3.  The scheduling process does not consider passenger appointment
    times. Scheduling trips to the appointment time, when that is more
    important to the customer, could reduce the number of untimely
    drop-offs for appointments.

4.  The use of a scheduling system that requires call-backs can increase
    the potential for miscommunication with customers and result in
    confusion between the customer and service provider as to the
    pick-up time. This confusion can result in missed and late pick-ups
    from the perspective of the customer.

**Findings Regarding Dispatch and Operations**

1.  Dispatchers do not monitor driver location as it relates to their
    schedule, making it more difficult to take early measures to prevent
    missed or late pick-ups.

2.  Dispatchers do not always have customer telephone numbers, and do
    not always call customers if they do not present themselves to be
    picked-up.

3.  A sample of passenger trips for February and March 2001 indicated
    that 78.6% of trips were performed on-time and 88.9% of trips were
    served either early or on-time.

4.  Passengers were picked-up early 10.3% of the time in the surveyed
    trips. This could be a concern when coupled with customer complaints
    about being pressured to accept early pick-ups.

5.  The on-time performance results from the small sample of trips
    sampled by the assessment team varied substantially from the results
    reported by Laidlaw.

6.  About 6% of all trips are scheduled with on-board travel times of 60
    minutes or more. However, only about 2% of all trips scheduled to
    take more than 60 minutes have actual travel times longer than one
    hour.

7.  The automated scheduling system appears to sometimes be creating
    runs with long, circuitous routing. The manual clean-up of schedules
    corrects this problem some of the time. Drivers also appear to
    adjust runs to eliminate excessively long ride times.

8.  A small number of trips have ADA Complementary Paratransit travel
    times that are significantly longer than comparable fixed route
    travel times. While this does not appear to be happening often
    enough to be a substantial concern, it does appear to be generating
    negative rider comments and be significant enough when it occurs to
    be a major inconvenience to riders.

**Findings Regarding Resources**

1.  TARTA's recent budgets and capital improvements indicate strong
    management support for TARPS service.

2.  Facilities, equipment and manpower appear to be adequate to provide
    effective ADA Complementary Paratransit Service.

3.  As indicated in the discussion on scheduling, past technical support
    for use of scheduling software appears to have limited scheduling
    efficiency in the past, but improvement appears to have been made in
    this area recently.

4.  Although drivers report sensitivity training to be adequate, 6% of
    consumer comments relate to this area (Attachment D).

# Observations Regarding ADA Complementary Paratransit Eligibility & Other Service Access Issues 

The process used to determine ADA Complementary Paratransit eligibility
was assessed to be sure that determinations are being made in a way that
accurately reflects the functional ability of applicants. The timeliness
of the processing of requests for eligibility was also reviewed. The
assessment was completed as follows:

-   An understanding of the handling and review of applications was
    developed through interviews of TARTA staff and a review of
    application materials.

-   Eligibility determination outcomes were reviewed.

-   Records for 33 recently reviewed applications were examined, and the
    processing time for each was calculated.

-   Input about the eligibility determination process was obtained
    through interviews with riders and advocates.

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-   Other service access issues were reviewed including:

    -   Service area

    -   Service hours

    -   Restrictions on service use

    -   Passenger suspensions from service

**Consumer Comments**

The eligibility determination process was discussed in interviews with
several riders and local agency staff and advocates. The eligibility
process received the fewest comments from consumers \-- 6 % of all
comments reviewed (Attachment D). Several of the persons that were
interviewed indicated that TARTA stresses that persons are only eligible
for the TARPS service if they are unable to use the fixed route system
and that individuals are encouraged to use the fully accessible fixed
route service. They did not, however, feel that TARTA was denying
eligibility to persons who truly needed the service.

Riders and advocates did, however, indicate several potential issues
related to service eligibility. First, they expressed concern about the
TARPS service area, and indicated that riders have been told that trips
are outside the ¾ mile service area even though bus routes are nearby.
Second, they indicated that the fixed route service operates longer
hours than the TARPS service. Third, a consumer indicated that some
riders are required to travel with attendants, including riders under
the age of 18. Finally, they noted that riders have been suspended from
service without notice of their right to appeal the suspension. Each of
these issues was examined as part of the assessment. Findings for each
are presented below.

**Overview of the Eligibility Determination Process and Materials**

Currently, ADA Complementary Paratransit eligibility is determined based
on a paper application, with occasional telephone follow-up as needed.
Individuals who inquire about the TARPS service are sent a brief
four-page application form. The applicant completes the first two pages
of the application and a professional, familiar with the applicant's
disability and functional abilities, completes the last two pages. A
copy of the most recent application form is provided as Attachment E.

When received, the application form is date-stamped and then checked for
completeness. If key sections are not completed, it is returned to the
applicant with a letter noting that more information is needed. The
incomplete sections of the form are highlighted.

The Director of Paratransit Services, or her assistant, briefly reviews
completed applications. Occasionally, applicants or professionals are
contacted for additional information or to clarify responses to certain
questions. Typically, though, if the form is completed and if a
professional has indicated that the person has a disability and is
unable to use the fixed route service, the applicant is approved as
fully eligible for the TARPS service.

Persons determined eligible are sent a letter and a temporary
identification card, which is valid for 90 days. The letter and/or ID
card contain all required information, including the applicant's name,
an indication that the person is ADA Complementary Paratransit eligible,
the name and phone number of the ADA Paratransit Director, and whether
the person is authorized to travel with a personal attendant. Approved
applicants are asked to schedule an appointment within 90 days to have a
permanent photo ID made. The approval letter notes, however, that the
person can continue to use the TARPS service after the temporary card
has expired. Staff noted that most applicants do not get a permanent ID
but are still maintained as eligible in the system.

TARTA provides both curb-to-curb and door-to-door ADA Complementary
Paratransit service. Question 10 on the application form asks applicants
to indicate the types of mobility aids they use. A list of common aids
is included and applicants are asked to place a checkmark next to the
aids that are used. One of the "aids" on this list is "door-to-door." If
an applicant checks this "aid," a further review of their person's
abilities and travel needs is conducted by the TARPS contractor.
Essentially, the contractor is asked to have a driver observe the person
when they make their first trip and to indicate whether the rider
appears to need assistance to and from the door.

**Determination Outcomes**

At the time of the assessment, a total of 5,842 persons were registered
as TARPS/ADA Complementary Paratransit eligible. Virtually all
individuals who submitted a completed application, including a
professional verification of disability, were determined to be eligible.
The TARPS staff could not recall the last time that a person was denied
eligibility. All determinations of eligibility were for full,
unconditional service. Staff indicated that they do not place conditions
on eligibility even for person who might be able to use the fixed route
services some of the time.

**Review of Application Processing Times**

Thirty-two applications were randomly selected from the TARTA files.
Every tenth application from the first 320 applications in the file was
selected. The date stamp on the application was then compared to the
date of eligibility included in the computerized rider file.

Of the 32 applications examined, 29 had a "received" date-stamp. Three
were not stamped, and there was no other way to determine when they had
been received. Processing time information for the 29 applications that
could be tracked is provided below in Table V.1. As shown, 27 of the 29
applications were processed in 21 calendar days or less. One application
was processed in 23 days and one was processed in 25 days. It was noted,
though, that the cover letter sent to potential applicants does contain
the statement that "If you do not receive notification within twenty-one
days of the date your completed application is received, you are
automatically eligible to use TARPS until you are officially notified
otherwise."

**Table V.1 - Processing Time for 29 Randomly Selected Applications**

  ---------------------------------- ------------------------------------
                                     **\# Of
                                     Applications/Determinations**

  Review Completed in 1-7 Days       5

  Review Completed in 8-14 Days      8

  Review Completed in 15-21 Days     14

  Determinations Made After 21 Days  2

  **TOTAL**                          **29**
  ---------------------------------- ------------------------------------

**Other Service Access Issues**

**ADA Complementary Paratransit Service Area**

The ADA Complementary Paratransit service area was reviewed by
collecting several pieces of information. Maps of the fixed route system
and the TARPS ADA Complementary Paratransit service area were obtained
and examined. TARPS call-takers and schedulers also were interviewed to
determine their understanding of the ADA Complementary Paratransit
service area. Manifests were examined to determine if trips were being
provided throughout the defined area. Finally, the reservations process
was observed on two days to see if any trip requests were denied based
on trip origin or destination.

All of the information collected indicated that the ADA Complementary
Paratransit service area is properly defined and that trips are provided
throughout the area. The TARPS service area map included all areas
within ¾ of a mile of a fixed route. Operations staff seemed to be aware
of the area that was to be served. The manifests showed trips throughout
the defined area, and no trip denials were observed.

The issue of consumer concern about the service area was then discussed
with TARTA staff. It was noted that a call-taker had incorrectly denied
a trip in the fall of 2000 that she thought was outside the defined
service area. At the time, the Director of Paratransit Service was on
vacation and the issue went without review for about a week. When the
Director returned, the error was corrected and the rider was notified
that the trip actually was eligible. Staff could not think of another
instance when issues about the service area were raised. Staff noted
that they are developing detailed service area maps for use by
call-takers to ensure that similar problems do not occur in the future.

**Days and Hours of Service**

The advertised hours of operation of the TARPS service in the TARPS User
Guide,

Attachment C, are 6:00 AM to 10:30 PM, Monday through Friday and 6:30 AM
to 10:30 PM on Saturdays, Sundays and Holidays. These same service hours
are indicated in Exhibit A, Section 3 of TARTA's contract with Laidlaw
Transit Services. The DOT ADA regulations at 49 CFR section 37.131 (e)
require that, "The complementary paratransit service shall be available
throughout the same hours and days as the entity's fixed route service."

The TARPS days and hours of service were compared to the fixed route
schedules. The days and hours of fixed route service as advertised in
the timetables dated August 27, 2000 (the most recently published
timetables) are presented in Table V.2. As shown, many fixed routes are
operated before 6:00 AM and after 10:30 PM. On weekdays, the first
pick-ups on 22 routes are scheduled before 6:00 AM and the last
drop-offs are scheduled after 10:30 PM. The earliest weekday pick-up is
5:10 AM and the last drop-off is 11:27 PM. On weekends, service is
operated from 5:55 AM until 11:29 PM. Eighteen routes operate past 10:30
PM on the weekends.

This information suggests that TARTA needs to begin TARPS service one
hour earlier on weekdays and operate one hour later on weekdays and
weekends.

**Table V.2 - Fixed Route Days and Hours of Operation**

  --------------- ----------------- ------------------ -------------------
  **Route**       **Weekday Hours** **Saturday Hours** **Sunday Hours**

  2M              5:10 AM-11:20 PM  6:00 AM-11:20 PM   6:00 AM-11:20 PM

  3               5:43 AM-7:34 PM   6:30 AM-6:51 PM    \--

  4               6:00 AM-5:53 PM   \--                \--

  5               5:18 AM-11:33 PM  5:57 AM-11:33 PM   5:57 AM-11:33 PM

  10S             5:50 AM-7:10 PM   7:45 AM-7:10 PM    \--

  11              5:45 AM-11:27 PM  6:07 AM-11:29 PM   6:07 AM-11:29 PM

  12              5:41 AM-11:26 PM  6:06 AM-11:19 PM   6:06 AM-11:19 PM

  13              5:36 AM-11:26 PM  6:06 AM-11:19 PM   6:06 AM-11:19 PM

  14              5:37 AM-11:27 PM  6:07 AM-11:29 PM   6:07 AM-11:29 PM

  15A/E           5:25 AM-11:20 PM  5:50 AM-11:20 PM   5:50 AM-11:20 PM

  16              5:35 AM-11:10 PM  6:05 AM-11:10 PM   6:05 AM-11:10 PM

  17              5:30 AM-11:13 PM  6:03 AM-11:13 PM   6:03 AM-11:13 PM

  19 F/T          5:25 AM-11:13 PM  5:52 AM-11:13 PM   5:52 AM-11:13 PM

  20 M/T          5:35 AM-11:15 PM  6:00 AM-11:15 PM   6:00 AM-11:15 PM

  22              5:30 AM-11:20 PM  6:05 AM-11:12 PM   6:05 AM-11:12 PM

  24              5:35 AM-5:47 PM   6:00 AM-11:15 PM   6:00 AM-11:15 PM

  26              5:22 AM-11:23 PM  6:30 AM-11:20 PM   6:30 AM-11:20 PM

  27              5:25 AM-6:08 PM   6:00 AM-11:14 PM   6:00 AM-11:14 PM

  28/30           5:40 AM-6:05 PM   \--                \--

  31              5:25 AM-11:15 PM  6:30 AM-11:15 PM   6:30 AM-11:15 PM

  32              5:24 AM-11:21 PM  5:55 AM-11:20 PM   5:55 AM-11:20 PM

  34              5:40 AM-11:12 PM  6:52 AM-11:12 PM   6:52 AM-11:12 PM

  37              6:50 AM-8:20 PM   \--                \--

  39              6:37 AM-5:58 PM   \--                \--

  40 Express      5:50 AM-4:40 PM   \--                \--

  42              7:15 AM-5:45 PM   \--                \--
  --------------- ----------------- ------------------ -------------------

**Requirements Regarding Travel with Personal Attendants**

The TARPS User Guide contains the following statements about attendants:

> Passengers who need more than limited assistance must travel with a
> Personal Care Attendant (PCA)....The PCA, if so indicated on your
> identification card, must accompany you on all trips...

Individuals who wish to bring a PCA along on the TARPS service without
an extra charge must indicate in the eligibility application form that
they travel with a PCA. Application forms used until very recently
indicated that, if an applicant identified the need to travel with a
PCA, the attendant would be required to be with the person on all trips.
Copies of the relevant pages from the old applications, used until the
past few months, are provided in Attachment F. One form includes the
phrase "must attend on all rides" next to the space where an applicant
would check that they use a PCA. Another old form includes a note that
states:

> Personal Care Attendant - PCA -- A person who, because of your
> disability, must accompany you on all trips. Please note that if you
> indicate the need for a PCA you will not be permitted to travel
> unaccompanied.

These statements appear to violate the regulatory provision that transit
agencies cannot require individuals to travel with attendants (49 CFR
Part 37, section 37.5). They also would not allow persons with
disabilities to travel with PCAs only when necessary and at their own
discretion. Many persons with disabilities only use PCAs for certain
types of assistance and might not always need to travel with a PCA.

These policies appear to have had an impact on travel with PCAs. A
review of the first 100 applications in the TARPS files showed that only
13 applicants requested the right to travel with a PCA. Many of the
applicants who did not check-off that they used a PCA appeared to be
persons who might sometimes need attendant assistance (e.g., persons
with cognitive disabilities and vision disabilities). Trip records for
March 2001, also indicated that PCAs accompanied eligible riders on only
114 of the 5,370 trips provided during the month.

The TARPS User Guide also states that:

ADA eligible children must be accompanied by a PCA if they are not
capable of riding by themselves.

When asked how this policy was implemented in practice, TARTA and TARPS
staff indicated that it is not applied to all children under a certain
age. They indicated that it is applied on a case-by-case basis and does
depend on the child's ability to use the service independently. A review
of the eligibility files did show persons on file under the age of 18
who are registered to ride without a PCA.

**Suspensions of Eligibility**

TARTA staff was asked about recent suspensions of eligibility due to
conduct while using the TARPS service. It was noted that suspensions are
very infrequent. One suspension was noted in November 2000. Prior to
that instance, TARTA staff indicated that there hadn't been a suspension
of service for about a year.

The process used in suspending the rider in November 2000 was reviewed.
As described, the rider was notified of the suspension by phone and was
subsequently sent a letter of suspension. The letter did not indicate
that they had the right to appeal the suspension. As it turned out, the
person did request a hearing and, after the issue was reviewed, TARTA
reinstated the person's eligibility for TARPS service with certain
assurances by the rider.

**Findings**

1.  The eligibility determination process used by TARTA does not appear
    to limit access to ADA Complementary Paratransit service.

2.  Applications for ADA Complementary Paratransit eligibility are
    processed in 21 calendar days or less about 93% of the time. The
    longest time noted for an eligibility determination was 25 days. As
    required by the regulations, presumptive eligibility is offered when
    it takes more than 21 days to make a determination.

3.  ADA Complementary Paratransit service appears to be provided in all
    areas that are within ¾ of a mile of fixed route service. One
    instance of a misinterpretation of the service area was noted.

4.  Fixed route service hours appear to be two hours longer on weekdays
    than the TARPS service and about one hour longer on weekends.

5.  Policies regarding the use of personal care attendants (PCAs) do not
    appear to comply with the regulations. The policies do not allow
    persons to travel with PCAs only when needed. These policies appear
    to have impacted travel with PCAs -- the number of riders authorized
    to travel with PCAs is quite low (13%) and the number of trips with
    PCAs is also very low (only 2% of all trips).

6.  Past practices used to suspend eligibility for seriously disruptive
    conduct did not include notification of the right to appeal the
    suspension.

**Recommendations**

1.  TARTA should adjust service hours so that TARPS and fixed route
    service hours are the same. Since the assessment, TARTA has extended
    its TARPS service hours from 5:10 AM to 11:35 PM Monday through
    Friday and 5:50 AM and 11:35 PM on weekends. On April 11, 2001,
    TARTA issued an information bulletin (Attachment G) to its customers
    advising them of the change in service hours along with other
    changes.

2.  TARTA should consider detailed service area maps that can be used in
    the TARPS reservations process to accurately determine if trip
    origins and destinations are within the defined service area.

3.  TARTA should amend its policies regarding personal care attendants
    to allow individuals to be authorized to travel with PCAs at their
    discretion. Travel at all times with a PCA should only be required
    where there is documentation that travel without a PCA has resulted
    in serious disruption of the service, or violent or illegal conduct.
    Since the assessment, TARTA has revised its policy to permit
    accompaniment by a PCA when the customer feels it is necessary for a
    given trip. On April 11, 2001, TARTA issued an information bulletin
    (Attachment G) to its customers advising them of the change in the
    policy regarding PCAs along with other changes.

4.  Future suspensions of eligibility should include written
    notification of the right to appeal and instructions for how to
    request an appeal.

5.  TARTA should develop a way to allow applicants to more clearly
    indicate the need for door-to-door service. Including "door-to-door"
    as a type of "aid" in question 10 of the application form seems to
    be unclear and confusing.

# Observations Regarding Telephone Capacity, Trip Reservations, & Trip Denials

The purpose of reviewing the telephone system and trip reservation
process was to determine whether eligible TARPS customers can
effectively access TARPS reservation clerks and have their trip requests
scheduled. Information reviewed and observations made on telephone
service and capacity and reservations included:

-   Consumer interviews, review of complaints filed with FTA and review
    of complaints filed with TARTA;

-   Review of TARTA's policies and procedures for taking trip
    reservations from customers for TARPS service; and

-   Direct observations of call taking practices in the reservations
    office.

**Consumer Comments**

Twenty-two percent of the customer comments related to the trip
reservations process. Twelve percent of complaints related to service
denials. Of this 12%, 8% were for denials, 2% for standby status, and 2%
for offer of only a one-way trip. All but one of these denials related
to incidents that had occurred more than one year before the compliance
assessment. There were customer complaints about long wait times before
calls were answered; confusion on trip confirmations through the
call-back process; and inability to reserve trips by appointment times.

[]{.mark}

**Review of TARPS Reservations Policies and Procedures**

TARTA has no standards for performance in receiving telephone calls for
reservations or other TARPS related service issues. TARPS stated goal is
to serve all trip requests and have no trip denials. However, p. 10 of
the TARPS User Guide (Attachment C) advises customers that TARPS will
consider requests for trips made with less than 3 days notice, as space
is available. The User Guide also advises customers that they will be
placed on "standby status" when all reservations have been filled in
anticipation of potential cancellations by other customers. The DOT ADA
regulations at 49 CFR section 37.131 (f) reads "*Capacity constraints*.
The entity shall not limit the availability of complementary paratransit
service to ADA paratransit eligible persons by any of the following:
...(2) Waiting lists for access to service." During on-site interviews,
TARPS managers indicated that they no longer place trip requests on
standby.

Laidlaw, TARTA's contract operator for the TARPS service performs all
trip reservation, scheduling and dispatch functions. Section 3 of
Exhibit A to TARTA's contract with Laidlaw indicates that "on-call"
service is scheduled 24 hours in advance. TARTA and Laidlaw officials
both indicated that reservations are accepted until the end of the
workday before the service day and not "24 hours" in advance.

This contract section, as well as p.10 of the TARPS USER GUIDE
(Attachment C), indicates that reservation service (subscription
service) shall be limited to 50% of trips served in any service hour.
The DOT ADA Regulations at 49 CFR section 37.133 (b) states,
"Subscription service may not absorb more than fifty percent of the
number of trips available at a given time of day, unless there is
non-subscription capacity."

Trip reservations are accepted 7 days a week from 7:00 AM until 6:00 PM.
Riders can place requests from 14 days in advance until 6:00 PM the day
before a trip. TARTA staff indicated that the reservations hours were
going to be changed to end at 5:00 PM rather than 6:00 PM. There are
three telephone lines available to receive calls. When a line is busy,
incoming calls cascade to the next available phone line. There is also
one line dedicated to receiving trip cancellations by voice mail. The
telephone system is not equipped with monitoring and reporting
capabilities. As a result TARTA is unable to automatically monitor
telephone calls, service levels, or produce monitoring reports. TARTA
has ordered a new telephone system, which will consist of nine hard
wired and one cordless phone with eight phone lines. The new system,
which was scheduled for installation in April 2001, will have voice mail
for cancellations, an auto attendant message for customers who are on
hold, a recording system for monitoring calls, and capabilities for
reporting the number of calls made and time spent on hold.

Between 5:00 AM and 8:30 AM, one person staffs the reservations office.
That person is responsible for dispatching drivers and scheduling as
well as taking calls during this period. From 8:30 AM until 6:00 PM, two
or more people are available to take incoming calls.

**Observations of TARPS Reservations Practices**

On Monday afternoon, March 2, from 4:00 to 6:00 PM, and Tuesday morning,
March 3, from 7:15 to 10:15 AM, the assessment team observed the
reservations process at TARPS and collected data on the handling of trip
requests. During the observations, the call volume was fairly light.
Call takers answered the telephones promptly. Very few calls were placed
on hold, and hold times appeared to be about one minute long.

On the morning two days before the travel day, the morning dispatcher
reviews and revises the trip schedules and adjusts driver work schedules
to cover all trip requests. He works on the schedules during the period
from 5:00 AM to 8:30 AM and beyond. During this period he is also the
only person coordinating pull out, dispatching service, and handling
customer calls. At

8:30 AM a reservation clerk/dispatcher arrives to assist with some of
these tasks. The distraction associated with attempting to address all
of these responsibilities concurrently can detract from focusing on the
schedule and lead to schedule errors. The assessment team observed one
busy period in which the dispatcher was attempting to respond to
customer calls and an operator request for assistance simultaneously. As
a result, he made an error in scheduling (that he subsequently
corrected) and deferred the request for assistance from the operator.
The operator's request for directions resulted in a delayed pick-up and
may have caused the driver to get behind schedule, which could result in
additional late pick-ups. TARPS should consider deferring the
dispatcher's scheduling activities until after the reservation
clerk/dispatcher arrives at 8:30AM. At that time it might be possible
for the dispatcher to spend all of his effort on scheduling until that
task has been completed.

It was observed that the method of answering calls and providing
information to customers varied from on call taker to another. Use of a
consistent message in communicating with customers can minimize the
potential for miscommunication.

For non-subscription trip requests received three or more days in
advance, the reservation clerks simply enter all trip information into
the system but do not actually schedule trips onto runs.

Both ends of trip requests are entered and scheduled based on pick-up
times requested by callers. Sometimes, callers may mention when they
need to be at their destinations, and the reservation clerk may then
make suggestions about likely travel time and best pick-up times, but
the standard practice is to work solely off of trip pick-up times. Even
if appointment/desired arrival time is mentioned in the trip
reservations process, it is not entered into the system or displayed on
the run manifests. It is likely that many riders, particularly new
riders, are not aware of the potential on-board travel times for the
system. Even though the TARPS User Guide notes that trips may take up to
an hour, they may still request pick-up times that are too close to
their appointment times, which could result in late arrivals.

[]{.mark}

The pick-up time entered for all requests that are not real-time
scheduled is maintained in the system as the "requested time." A
specific "scheduled" or "negotiated" time is not generated until the
batch is run two days in advance. Callers are told that they will be
called back the day before service to be given a specific scheduled
pick-up time. A "negotiated" and "scheduled" time is generated and
provided to callers for trips that are real-time scheduled 1-2 days in
advance.

Call taking observations are summarized in Table VI.1. A total of 39
telephone calls were observed. Of this number 23 (59%) were trip
requests. Thirty-nine percent of the trip requests were for service
within two days, indicating that many customers are not deterred from
making trip requests later than TARTA's recommended 3 days in advance.
The 15% schedule confirmation rate indicates that a number of customers
may be confirming their trip schedule independent of TARP's call back
efforts. Also, the 18% cancellation rate could be indicative of trips
being scheduled too early by customers requiring a change or
cancellation. Some of the cancellations represent requests for schedule
changes.

Table VI.1 - Telephone Observations

  --------- ----------------- --------- --------- --------- --------- -------- -------
  Day                         Monday    Tuesday   Tuesday   Tuesday   Totals   

  Date                        April 2,  April 3,  April 3,  April 3,  Number   \%
                              2001      2001      2001      2001               

  Time                                            7AM -     5:30 AM             
                                                  9:30                         

                                                                                

  Purpose                                                                       
  of Call                                                                      

            Early             5         3         1         5         14       36%
            Reservation[^1]                                                    

            Late Reservation  4         2         1         2         9        23%
            [^2]                                                               

            Schedule          2         4         0         0         6        15%
            Confirmation                                                       

            Cancellation      1         4         1         1         7        18%

            Ride Inquiry      1         1         1         0         3        8%

                                                                                

  Total                       13        14        4         8         39        
  --------- ----------------- --------- --------- --------- --------- -------- -------

After all trip requests have been scheduled or if the scheduled time
provided to a customer changes by more than 10 minutes, schedulers call
customers to give them the correct pick-up times. These "call-backs" are
made between 9:00 AM and 8:00 PM two days before the day of scheduled
service and up to the day of service for schedule changes.

[]{.mark}

TARPS records of "call backs" were reviewed for two days, February 16,
and March 30, 2001. The results of this review appear in Table VI.2. As
can be seen from the analysis, 86% of trip schedules are confirmed
either by speaking to customers or leaving a telephone message. Fourteen
percent of the trips requiring calls are not confirmed and 1% of the
customers have no telephone. Although many, if not all of these
customers may call TARPS to confirm their trip schedule, as evidenced by
the 14% unconfirmed trips, the call back system has a greater potential
for miscommunication between TARPS and customers than systems that do
not require multiple calls.

Table VI.2 - Analysis of Trip Reservation Call Backs

+---+----------------------+------+------+-------+-------+-------+------+
| D |                      | Fr   |      | F     |       | T     |      |
| a |                      | iday |      | riday |       | OTALS |      |
| y |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| D |                      | Febr |      | March |       |       |      |
| a |                      | uary |      | 30,   |       |       |      |
| t |                      | 16,  |      | 2001  |       |       |      |
| e |                      | 2001 |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      | Nu   | \%   | N     | \%    | N     | \%   |
|   |                      | mber |      | umber |       | umber |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| N |                      | 123  |      | 53    |       | 176   |      |
| u |                      |      |      |       |       |       |      |
| m |                      |      |      |       |       |       |      |
| b |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| f |                      |      |      |       |       |       |      |
| O |                      |      |      |       |       |       |      |
| b |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| v |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| t |                      |      |      |       |       |       |      |
| i |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| n |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| N |                      | 35   | 28%  | 21    | 40%   | 56    | 32%  |
| o |                      |      |      |       |       |       |      |
| C |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| B |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| c |                      |      |      |       |       |       |      |
| k |                      |      |      |       |       |       |      |
| R |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| q |                      |      |      |       |       |       |      |
| u |                      |      |      |       |       |       |      |
| i |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   | Request Scheduled    | 12   | 10%  | 6     | 11%   | 18    | 10%  |
|   | During Call          |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   | Subscription         | 23   | 19%  | 15    | 28%   | 38    | 22%  |
|   | Customer             |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| C |                      | 88   | 72%  | 30    | 57%   | 118   | 67%  |
| a |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| B |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| c |                      |      |      |       |       |       |      |
| k |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| R |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| q |                      |      |      |       |       |       |      |
| u |                      |      |      |       |       |       |      |
| i |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   | Person Contacted     | 35   | 28%  | 13    | 25%   | 48    | 27%  |
+---+----------------------+------+------+-------+-------+-------+------+
|   | Message Left         | 42   | 34%  | 12    | 23%   | 54    | 31%  |
+---+----------------------+------+------+-------+-------+-------+------+
|   | Line Busy            | 0    | 0%   | 2     | 4%    | 2     | 1%   |
+---+----------------------+------+------+-------+-------+-------+------+
|   | No Answer            | 11   | 9%   | 3     | 6%    | 14    | 8%   |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| N |                      | 0    | 0%   | 2     | 4%    | 2     | 1%   |
| o |                      |      |      |       |       |       |      |
| T |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| p |                      |      |      |       |       |       |      |
| h |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| n |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
|   |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| C |                      | 77   | 88%  | 25    | 83%   | 102   | 86%  |
| o |                      |      |      |       |       |       |      |
| m |                      |      |      |       |       |       |      |
| p |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| t |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
| C |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| % |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| f |                      |      |      |       |       |       |      |
|   |                      |      |      |       |       |       |      |
| C |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| B |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| c |                      |      |      |       |       |       |      |
| k |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| R |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| q |                      |      |      |       |       |       |      |
| u |                      |      |      |       |       |       |      |
| i |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+
| N |                      | 11   | 13%  | 5     | 17%   | 16    | 14%  |
| o |                      |      |      |       |       |       |      |
| t |                      |      |      |       |       |       |      |
| C |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| m |                      |      |      |       |       |       |      |
| p |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| t |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| % |                      |      |      |       |       |       |      |
| o |                      |      |      |       |       |       |      |
| f |                      |      |      |       |       |       |      |
|   |                      |      |      |       |       |       |      |
| C |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| l |                      |      |      |       |       |       |      |
| B |                      |      |      |       |       |       |      |
| a |                      |      |      |       |       |       |      |
| c |                      |      |      |       |       |       |      |
| k |                      |      |      |       |       |       |      |
| s |                      |      |      |       |       |       |      |
| R |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| q |                      |      |      |       |       |       |      |
| u |                      |      |      |       |       |       |      |
| i |                      |      |      |       |       |       |      |
| r |                      |      |      |       |       |       |      |
| e |                      |      |      |       |       |       |      |
| d |                      |      |      |       |       |       |      |
+---+----------------------+------+------+-------+-------+-------+------+

**Findings**

1.  The procedures for reserving trips as described in the TARPS USER
    GUIDE are inconsistent with regulatory requirements and with TARPS
    procedures and practices observed during the assessment.

2.  TARPS' current telephone system is not equipped with automated
    monitoring and reporting capabilities. As a result, automated
    monitoring of performance in serving customer access to TARPS to
    schedule trips and make other inquiries was not possible. TARTA has
    ordered a new telephone system with monitoring capabilities.

3.  During the assessment, telephone calls were answered promptly with
    very few calls placed on hold. Hold times appeared to be about one
    minute long. The assessment team observed no denials of requests for
    service.

4.  TARTA does not have a policy or standard for performance in
    responding to telephone calls.

5.  Between 7:00 AM, when reservation lines are opened, and 8:30 AM,
    only one person is available for taking trip reservations and
    dispatching while also addressing scheduling tasks. It appeared that
    during busy periods, the effort of addressing all three functions is
    more than one person could effectively handle. This could result in
    calls not being answered in a timely fashion.

6.  Trip reservations are based upon pick-up times only, not
    appointment, or drop-off, times. As a result, the potential for a
    customer to be dropped off late for an appointment may be increased,
    and performance in serving appointment trips could not be measured
    easily.

7.  The assessment team observed that the information requested from,
    and provided to customers during calls varied from one call taker to
    another. Significant differences in the form of the information
    conveyed could lead to confusion.

8.  A sample of call-backs indicated that 86% of required callbacks were
    confirmed. The use of call-backs rather than real time scheduling
    with a single call increases the potential for miscommunication
    between call takers and customers.

**Recommendations**

1.  It is recommended that TARTA revise the TARPS USER GUIDE to be
    consistent with the DOT ADA regulations at CFR 49 section 37.131 and
    distribute the revised guide to all of its ADA Complementary
    Paratransit eligible customers as soon as possible.

2.  It is recommended that TARTA continue with the planned purchase and
    installation of a new telephone system. It is further recommended
    that TARTA monitor customer response and hold times.

3.  It is recommended that TARTA adopt policy standards for telephone
    response and hold times.

4.  It is recommended that TARTA increase staff availability to take
    calls when phone lines open at the beginning of the day until 8:30
    AM when a second worker's shift begins. This could be done by: (1)
    increasing staff assignments to two people during this period,
    or (2) deferring other work tasks, such as scheduling, until 8:30 AM
    when a second person is available to cover phones. On April 11,
    2001, TARTA issued an information bulletin (Attachment G) to its
    customers advising them that the hours for telephone reservations
    would change from 8:00 AM to 5:00 PM effective April 15, 2001. The
    previous hours were 7:00 AM to 6:00 PM. The new hours correspond to
    TARTA's office hours.

5.  It is recommended that customers be given the option of requesting
    trips by either pick-up or appointment (drop-off) time.

6.  It is recommended that TARTA provide call-takers with a script to
    guide them through phone calls and make customer communications more
    consistent. At a minimum the script should include confirmation of
    pick-up and drop-off locations and scheduled time windows with the
    customer at the end of the call.

7.  TARTA should consider a reservations and scheduling system that
    completes the reservation request and confirmation in one call,
    thereby reducing the potential for communication errors.

#  Observations Regarding Scheduling and Service

Scheduling and service were reviewed to determine whether requested
trips are being served in a timely fashion and are not excessively long.
Information reviewed and observations on scheduling and service delivery
included:

-   Consumer interviews, review of complaints filed with FTA and review
    of complaints filed with TARTA;

-   Review of TARTA's service policies and procedures;

-   Interviews with the TARPS scheduler and review of scheduling
    procedures;

-   Observations of dispatch operations;

-   Interviews with 7 drivers;

-   Review of trip manifests and analysis of on-time performance; and

-   Analysis of ADA Complementary Paratransit and fixed route trip
    duration.

**Consumer Comments**

Most consumer complaints and comments (72%) related to service delivery.
The most common complaints related to on-time performance (45%).
Thirty-three percent of the complaints were for late pick-ups, 8% for
early pick-ups and 4% for late drop-offs. Three percent of the
complaints were for being pressured to accept early pick-ups.

Twelve percent of the complaints related to differences between
customer's requested pick-up time and operator's scheduled pick-up time.
Eight percent of the complaints were about drivers and 5% were for long
trips.

TARTA appears to receive a significant number of comments from customers
about travel times. About 5% of the comments and complaints pertained to
long ride times. Interviews with riders and advocates, conducted in
preparation for this assessment, also indicated that individuals were
concerned about the long ride times on the TARPS service. According to
the advocates, long trips were a subject of a dispute with TARTA that is
currently in mediation. Consumer advocates expressed concern that trip
times were not being properly recorded and reported by drivers.

**TARPS Service Policies and Procedures**

TARTA has no policy or standard for missed trips for TARPS service.
TARTA's on-time performance goal is for TARPS passenger pick-ups to be
on-time, within 10 minutes of the pick-up time scheduled with the
passenger, at least 95% of the time. TARTA's travel time standard is
that no TARPS passenger trips exceed one hour except in unforeseen
circumstances. Although the Laidlaw contract cites this performance
standard as a basis for liquidated damages, reporting of on-time
performance is not included in the contract's reporting requirements.

Section 4 of Exhibit A of Laidlaw's contract describes the procedure for
customer no-shows. The driver is to wait 5 minutes from time of arrival,
or after the commencement of the pick-up window, whichever is later. If
the customer does not arrive, the driver is to call the dispatcher. The
dispatcher will attempt to contact the customer by telephone. If the
customer does not respond, or appear for his/her ride, the customer is
declared a no-show and the dispatcher releases the driver to continue
with his/her route. Laidlaw's Manger confirmed this procedure for
addressing customer no-shows.

Section 3 of Exhibit A of TARTA's contract with Laidlaw limits
subscription trips to 50% of trips any hour of the day.

As described in Exhibit A Section 4.b. of TARTA's contract with Laidlaw
the standard for

on-time performance is "trips shall be scheduled so that no drop-off
time is greater than one hour from a pick-up time except in unforeseen
circumstances\..."

##  Scheduling

**Overview**

Laidlaw Transit Services Inc., TARTA's contract operator for the TARPS
service performs all scheduling functions. Scheduling performed with the
assistance of the Trapeze 4.0 automated system. TARTA owns the hardware
and software license for this system. A hybrid batch scheduling and
real-time scheduling process is used.

The lead scheduler handles requests for subscription service. Approved
subscription trips are placed on a run and maintained in a subscription
template in the automated system. Subscription service accounts for just
below 40% of all peak-hour passenger trips and about 20-30% of all daily
passenger trips.

For trip requests received three or more days in advance, the
reservation clerks simply enter all trip information into the system but
do not actually schedule trips onto runs. A batch schedule is then run
two days in advance of the day of service. This batch scheduling is
typically performed each morning. Non-subscription trip requests
received 1-2 days in advance, after the first "batch" is run, are
real-time scheduled (i.e., placed directly on runs as the request is
taken and entered). Some trip requests received in the morning two days
in advance are simply entered into the system and not real-time
scheduled if the batch has not yet been run.

Both end points of trip requests are entered and scheduled based on
pick-up times requested by callers. Appointment/desired drop-off times
are not entered into the system or displayed on the run manifests. The
pick-up time entered for all requests that are not real-time scheduled
is maintained in the system as the "requested time." Many systems
schedule the going trip based on when customers need to be at their
destination and then schedule the return trip based on requested pick-up
time. The Trapeze system has the capability to differentiate between,
going and return trips and is designed to allow appointment times to be
used for going trips. The system also then has the capability to enter
the appointment time as the "latest drop-off time" and the return
pick-up as the "earliest arrival time" to avoid getting customers to
appointments late or scheduling pick-ups before people will be ready to
return.

After trips are batch scheduled, there are typically some requests that
cannot be fit onto defined runs. The schedulers then work to extend runs
or create new runs in order to accommodate all requested trips. Laidlaw
staff noted that they have been authorized by TARTA to put as many
vehicle-hours on the street as are necessary to accommodate all trip
requests within an hour of the requested time. Laidlaw extends runs by
requesting operators to work additional hours before or after their
scheduled shifts.

The lead scheduler also performs a manual review of runs as this
batching process is being performed. A night scheduler/dispatcher has
also recently been tasked with reviewing and "cleaning-up" the runs
created by the automated system. Typically, the schedulers will run
reports that show parameter violations (e.g., long ride times, pick-up
"window" violations) and will make adjustments as needed. The process of
having the evening scheduler/dispatcher assist with schedule clean-up
began about two months prior to date of the assessment.

After all advance trip requests have been batch scheduled, and specific
"scheduled" or "negotiated" times are generated, schedulers call
customers to give them specific pick-up times.

One day in advance of the service day, the schedulers print a report
that shows initial scheduled pick-up times and revised pick-up times
(based on the latest set of trips entered into the system). This list is
reviewed to see if any pick-up times have shifted more than 10 minutes
before or after the times given to customers. A second "call-back" is
made if the time has moved by more than 10 minutes in the latest
scheduling process.

The lead scheduler/dispatcher then prepares final run manifests the
morning of the day of service. A quick manual check of all runs is
conducted at that time.

The most recent run manifests show only the pick-up times confirmed with
riders. Older manifests (before March 19, 2001) included both the
"negotiated" times and the actual times "estimated" by the automated
scheduling system. It was felt that having both times was confusing to
drivers. A decision was made to only include the time that the pick-up
is expected by the customer. As noted above, appointment times or
estimated drop-off times are not (and have not been) included on the
manifests.

**Observations**

Driver's indicated that the scheduled pick-up times were sometimes a
problem. They mentioned morning schedules as being too tight and
complained about having two pick-ups at the same time.

TARTA and Laidlaw staff reported that there had been a number of issues
related to the most recent upgrading of reservations/scheduling
software. In 1998, TARTA upgraded from the Trapeze Quo Vadis system to
the Trapeze Version 4.0 system. Staff noted that there was one day of
instruction on use of the new system. They also indicated that they have
had difficulty getting technical support, although that problem seems to
have been corrected recently.

Following the upgrade, a number of system issues surfaced that TARTA has
worked to resolve. A major problem was that scheduled times kept moving.
For example, after the first "batch," a pick-up might be scheduled for
9:00 AM. Later that day or on the following day, after additional trips
were scheduled, the pick-up time might shift to 8:15 or 9:30 (outside
the 10 minute on-time window). It wasn't until March 19, 2001, that
TARTA, working with Trapeze customer service staff, identified the cause
of the problem and corrected it. Before March 19, batch scheduled trips
were given "scheduled" pick-up times by the automated system. These
times were not, however, being treated as "negotiated" times. In the
Trapeze system, until a trip time is negotiated with the customer, it is
not locked into the 10 minute "on-time window" and can still move around
within the one-hour scheduling window.

A second problem that was discovered was that the garage location, where
runs all start, was not geocoded in the system. As a result, run times
were being calculated to begin at the first pick-up location rather than
at the time the driver was starting at the garage. This problem also was
corrected on March 19, 2001.

A review of the scheduling parameters also indicated that some
"fine-tuning" may be needed. TARTA and Laidlaw staff indicated that they
have been working with settings that were initially entered by Trapeze.
They plan to adjust these over time to get schedules to be more accurate
and productive. It was noted that for "Out-of-way" and "Deadheading"
scheduling considerations were at a "Less Important" setting, which
could be causing the circuitous routing that is noted in the "Travel
Time" section of this report.

The call-back process also appears to create potential problems. A
review of call-back logs indicated that customer contact is unconfirmed
about 14% of the time. Finally, some drivers indicated that it might be
helpful to have a more exact schedule than is currently provided.
Because only "negotiated" times are given, there may be several trips
with the same pick-up times (e.g., three pick-ups all negotiated at 9:00
AM). The automated system may be expecting the first pick-up to take
place at 8:50, the second at 9:00 and the third at 9:10 (all within the
20 minute on-time window), but this level of run detail is not on the
manifest. Trips are ordered sequentially (based on estimated pick-up
times) and drivers are expected to know that they have 10-minute leeway
on either side of the listed time.

**Findings**

1.  Although there appear to be no denials for TARPS service, TARTA's
    contract with Laidlaw limits subscription trips to 50% of the trips
    during any hour of the service day.

2.  Parameter settings in the Trapeze software may cause circuitous
    routing of trips to take advantage of available vehicle time.

3.  The scheduling process does not consider passenger appointment
    times. Scheduling trips to the appointment time, when that is more
    important to the customer, could reduce the number of untimely
    drop-offs for appointments.

4.  The use of a scheduling system that requires call-backs can increase
    the potential for miscommunication with customers and result in
    confusion between the customer and service provider as to the
    pick-up time. This confusion can result in missed and late pick-ups
    from the perspective of the customer.

**Recommendations**

1.  TARTA should consider accepting all requests for subscription trips
    without limit to reduce the number of on-call trips to be addressed
    in the reservations and scheduling process.

2.  TARTA should work with the Trapeze software company to fine-tune
    scheduling parameter settings. Test runs on trip files should be
    conducted with different settings. The results should then be
    compared with actual runs to see if routing is improved.

3.  TARTA should also consider taking rider appointment times into
    consideration in the reservations and scheduling process. Many
    systems schedule the going trip based on when customers need to be
    at their destination and then schedule the return trip based on
    requested pick-up time. The Trapeze system has the capability to
    differentiate between, going and return trips and is designed to
    allow appointment times to be used for going trips. The system also
    then has the capability to enter the appointment time as the "latest
    drop-off time" and the return pick-up as the "earliest arrival time"
    to avoid getting customers to appointments late or scheduling
    pick-ups before people will be ready to return.

4.  It is also recommended that TARTA consider moving to a "real-time"
    reservation and scheduling process. Trip requests would be scheduled
    onto runs as calls are received and while the customer is on the
    phone. "Negotiated" pick-up times could then be communicated to
    callers and entered into the system. This type of process would
    avoid the current problems associated with call-backs. A "real-time"
    system would increase phone, "servicing time," and would require
    added reservation clerk time, but would save on batch scheduling and
    call-backs. It is sometimes argued that batch scheduling can be more
    efficient because it creates runs after all (or most) requests have
    been entered. Our review of TARPS trip records (requested versus
    scheduled times) indicated, though, that requested times are rarely
    adjusted by any significant amount. It would therefore seem that
    TARTA could move to a "real-time" system without sacrificing service
    productivity. It might also be possible to do real-time scheduling,
    still batch trips received more than 3 days in advance to develop
    the most efficient runs possible, and then only call customers back
    if the batched time is significantly different from the negotiated
    time.

5.  TARTA should explore ways that "negotiated" and "estimated" pick-up
    times can be shown on manifests without confusing the drivers. For
    example, TARTA might consider showing the negotiated time in larger
    and bolder print, but also providing the estimated times in smaller
    print to be used as a guide for how the run is being sequenced,
    should the driver find this to be helpful.

## Dispatch and Operations

**Overview**

Laidlaw normally has 24 drivers and vehicles available for daily
service. In addition, one driver is scheduled for stand-by. Two or three
additional drivers, who are not scheduled on a particular workday, are
available to cover for absent drivers. If needed in emergencies, office
staff will drive routes. Laidlaw keeps 3 unassigned, or spare, vehicles
available if needed to serve demand and substitute for vehicles that are
disabled or scheduled for maintenance. When drivers report to work, they
inspect their vehicles and review their schedule manifests before they
begin their route. Drivers follow the manifest in completing their
route. When two pick-ups are scheduled for the same time the driver will
decide the most efficient sequence for picking up the customers. Drivers
will assist passengers to and from the curb unless the passenger has
been identified as requiring door-to-door service during the eligibility
process. In which case, the driver will assist the passenger to and from
the door. Drivers are also required to secure wheel chairs and collect
fares. At each pick-up and drop-off, drivers record the time and
odometer reading on their manifest. Drivers contact the dispatcher when
they encounter a problem. When drivers arrive early for a pick-up they
wait five minutes until at least 5 minutes into the pick-up window and
contact the dispatcher. The dispatcher calls the customer. If
unsuccessful in reaching the customer, the dispatcher declares the
passenger a no-show and releases the driver to continue the route. If a
vehicle fails while completing the route, the driver advises the
dispatcher, who in turn, deploys one of the spare vehicles as a
replacement. Laidlaw's mechanic, or mechanic's helper, will bring the
replacement vehicle to the driver

**Observations**

Drivers indicated that, both driver training, and sensitivity training
was good to excellent. The indicated that the equipment was in good
condition. Some drivers noted that when they had problems they were
corrected quickly. Problems cited involved phones and lifts, although
drivers indicated that the lifts generally operated well.

Some interviewed drivers indicated that when they arrive early, they
knock on the customer's door or beep their horn. Others indicated that
they wait until the beginning of the pick-up window (10 minutes before
the scheduled pick-up time) then knock on the door and wait. While
others indicated that they simply wait until 5 minutes after the pick-up
window. All drivers indicated that they contact the dispatcher before
proceeding on their route when a customer does not appear. As described
earlier, the dispatcher is to try to contact the customer by phone
before declaring them a no-show. Based upon a few observations of driver
calls to the dispatcher, the dispatcher made no effort to contact the
customer, but instructed the driver to continue on the trip. Although
calls to the customer could delay service, it could also result in fewer
no-shows and missed trips resulting from miscommunication between TARPS
and its customers. TARPS may want to consider revising its procedures to
record telephone numbers for all origins and destinations served by its
passengers during the reservations process and initiating a call to all
late customers after a brief wait by the driver. Drivers noted that
customer no-shows seem to be an increasing problem.

During the assessment team's observations, the principal role of the
dispatcher appeared to be to respond to problems identified by the
drivers. The role of dispatchers at other ADA Complementary Paratransit
services includes monitoring of driver's location with respect to
schedule. This permits dispatchers to identify potential problems early
and take preventive corrective actions, such as reassigning customers.
The result is fewer missed trips or late pick-ups.

### Analysis of On-Time Performance

Although on-time performance is included as a standard in Laidlaw's
contract, the assessment team was unable to obtain on-time reports
during the assessment. At TARTA's March 5, 2001, Board Meeting,
Laidlaw's Manager reported on-time performance of 94% in March and 95%
in February.

The assessment team reviewed on-time performance by selecting a sample
of trips for two days, Friday, February 16 and Friday, March 30, 2001.
The assessment team reviewed a random sample of trips from all runs for
each of the two service days. Scheduled and actual pick-up times were
taken from driver manifests. The 7 drivers interviewed indicated that
they recorded actual times and mileage on the manifests for all stops.
Two hundred trips were reviewed for February 16, and 53 for March 30.
Only pick-up times were reviewed, since trips are not scheduled to serve
passenger drop-off times. Both late and early pick-up times were
analyzed. Based upon this analysis, 88.9% of passenger trips are served
either early or on-time. With 10.3% early pick-ups, 78.6% of the
passenger trips were served within the pick-up window. The pick-up
window is 10 minutes before to 10 minutes after the scheduled pick-up
time. The results of the analysis are presented in Table VII.B.1 and in
Attachment H.

**Table VII. B. 1 - On-Time Performance**

  ------------------------------ ------------------- ---------------------
  **On-time Performance**        **Number of Trips** **% of Total Trips**

  **Late Pick-ups**              Pick-ups\* (N = 253 
                                 trips)              

  **11-15 minutes late**         10                  4.0%

  **16-20 minutes late**         7                   2.8%

  **21-30 minutes late**         5                   2.0%

  **31-60 minutes late**         6                   2.4%

  **\>60 minutes late**          0                   0.0%

  **Total Late Pick-ups**        28                  11.1%

  **Early Pick-ups**                                 

  **11-20 minutes early**        19                  7.5%

  **21-30 minutes early**        3                   1.2%

  **31-60 minutes early**        3                   1.2%

  **\>60 minutes early**         1                   0.4%

  **Total Early Pick-ups**       26                  10.3%

  \*Pick-ups were considered to                      
  be on-time if vehicles arrived                     
  within 10 minutes before or                        
  after the scheduled pick-up                        
  time.                                              
  ------------------------------ ------------------- ---------------------

Of the total passenger trips, 95.6% were served no later than 20 minutes
after the scheduled

pick-up times. A window of 15 or 20 minutes after the scheduled pick-up
time is not uncommon for ADA Complementary Paratransit services,
particularly in major urbanized areas with heavy traffic congestion.

When coupled with complaints of pressure to accept early pick-ups, the
relatively high percentage of early pick-ups could be a concern. The DOT
ADA Regulations at 49 CFR section 37.131 (f) state in part that "the
entity shall not limit the availability of complementary paratransit
service...by (i) such patterns or practices as\...(C) substantial
numbers of significantly untimely pickups for initial or return trips."

### Analysis of Trip Length

As described previously, it is TARTA's policy to schedule all trips so
that they can be completed in no more than one hour.

In addition to the review of policies and consumer comments, the
assessment of travel time was performed in the following ways:

-   Trip records for February 13-16, 2001, were reviewed to determine
    the number and percent of trips with scheduled and actual ride times
    of more than 60 minutes.

-   A sample of 32 trips on the TARPS system with relatively long ride
    times was selected and compare with the estimated travel time for
    fixed route trips from the same origin to the same destination
    traveling at the same time of day.

**TARPS Travel Time Records**

"Time and Distance" reports for trips scheduled on February 13-16, 2001,
were prepared and reviewed. These reports are typically run by TARTA to
show the number of trips with scheduled ride times of more than 60
minutes. For the four-day period selected, the reports showed a total of
54 trips with ride times of more than one hour. This represents about 6%
of the 903 one-way trips scheduled for these days.

Information from the "Time and Distance" reports was then compared to
actual travel times recorded on driver manifests for these days. This
review showed that, of the 54 trips with scheduled ride times of more
than 60 minutes, only 17 trips (about 2% of the total trips scheduled)
actually took longer than one hour. This review of the manifests showed
that, in most cases where the schedule had a grouping of trips that
would have resulted in long ride times for one or more passengers,
drivers performed the trips in a different order. Often, passengers were
taken directly to their destinations rather than keeping them on-board
while other riders were picked-up.

**Analysis of Scheduled Runs**

A detailed analysis of runs scheduled for February 13-16, 2001, was
conducted. This review indicated that the automated scheduling system
sometimes generated runs with circuitous vehicle routing. In several
instances, relatively short trips were grouped with pick-ups and
drop-offs in different parts of the city. As a result, passengers making
trips of only a few miles were scheduled to travel for over an hour
while other pick-ups and drop-offs were to be made.

It is important to note that circuitous routing appears to impact a
relatively small number and percentage of total trips. The lead
scheduler indicated that many trips with excessively long ride times are
identified and corrected in the manual review of scheduled runs. Also,
as noted above, drivers often re-ordered their runs to eliminate long
rides when the schedulers do not correct the problem.

Tables VII.B.2.1 and VII.B.2.2 below provide a few examples of trips
that were identified on long, circuitous runs. Table VII.B.2.1 shows
trips that were scheduled to be long, but which were performed out of
sequence by the drivers in order to reduce travel times. Table VII.B.2.2
shows trips that were not run in a different order by the drivers and
therefore appear to have excessively long ride times. Both tables show
the calculated distance in miles from the origin to the destination
together with the scheduled ride time and the actual ride time.

**Table VII.B.2.1 - Example of Trips Performed Out-of-Sequence by
Drivers to Reduce**

On-Board Travel Time

+-----------+-----------+-----------+-----------+-----------+-----------+
| Trip      | Date      | Run       | Trip      | Scheduled | Actual    |
| Booking   |           |           | Miles     | On-Board  | On-Board  |
| ID \#     |           |           |           | Time      | Time      |
|           |           |           |           | (minutes) |           |
|           |           |           |           |           | (minutes) |
+-----------+-----------+-----------+-----------+-----------+-----------+
| 19434     | 2/14/01   | 115       | 7.06      | 72        | 23        |
+-----------+-----------+-----------+-----------+-----------+-----------+
| 19691     | 2/16/01   | 105       | 3.59      | 103       | 5         |
+-----------+-----------+-----------+-----------+-----------+-----------+
| 19544     | 2/16/01   | 130       | \--       | 71        | 10        |
+-----------+-----------+-----------+-----------+-----------+-----------+
| 18994     | 2/13/01   | 107       | 4.60      | 73        | 15        |
+-----------+-----------+-----------+-----------+-----------+-----------+
| 17836     | 2/14/01   | 112       | \--       | 90        | 31        |
+-----------+-----------+-----------+-----------+-----------+-----------+

Table VII.B.2.2 - Examples of Trips Performed as Scheduled with Long
Travel Times

  ----------- ----------- ----------- ----------- ----------- -----------
  Trip        Date        Run         Trip Miles  Scheduled   Actual
  Booking ID                                      On-Board    On-Board
  \#                                              Time        Time

  17303       2/16/01     112         3.35        77          86

  18774       2/15/01     104         4.72        78          93

  17393       2/15/01     117         2.47        97          61

  18465       2/15/01     117         2.22        96          63

  17014       2/15/01     116         5.71        78          62
  ----------- ----------- ----------- ----------- ----------- -----------

To get a more accurate picture of the runs, several of the above trips
were mapped and reviewed with TARTA staff. This review confirmed that in
some cases passengers were being transported past their destinations, or
away from their destinations, as other pick-ups and drop-offs were made.
This circuitous routing was illustrated by the first trip listed in
Table VII.B.2 above (Booking ID #17303). This rider was picked-up at
4235 Secor Road to be transported to

1445 Gage Road (a distance of only 3.35 miles). After being picked-up,
the rider was taken southwest to 3350 Hill Ave., then east to 2030
Broadway, then to 5066 Jamieson Drive, and finally to their destination
on Gage Road.

The TARTA staff and TARPS contractor staff indicated that the parameter
settings in the new automated scheduling system, still need to be
fine-tuned. Efforts have been focused in recent months on major system
installation issues. It was felt that the current settings are probably
allowing the system to fill available slack time in vehicle schedules
without adequate consideration for doubling-back or circuitous trips.

**Comparison of ADA Complementary Paratransit and Fixed Route Travel
Times**

A sample of 32 TARPS trips with long scheduled ride times was selected
to compare ADA Complementary Paratransit and fixed route travel times.
Trips were selected from the "Time and Distance" reports for the days
from February 13-16, 2001, and March 26-30, 2001.

Table VII.B.2.3 on the following page shows the date and TARPS run
number for each trip, the origin and destination, the time of day that
the trip was made, the actual travel times on the TARPS system, and the
estimated travel time by fixed route. The number of transfers that would
be required if the trip were made by fixed route is also shown. The
differences between TARPS travel times and the fixed route travel times
are then shown. Fixed route travel times were estimated by working with
TARTA's fixed route customer information staff and generated travel
itineraries for each trip.

Given that riders using the fixed route service would need to walk to
and from bus stops, an allowance, such as 20-25 minutes, should be added
to the fixed route times shown. Taking this additional walking time into
consideration, Table IV.B.2.3 shows that the travel time on TARPS would
be comparable to fixed route travel time (within 25 minutes) for 14
trips, would be less for 8 trips, and would be significantly longer
(more than 25 minutes) for 10 trips. The trips with significantly longer
TARPS travel times are highlighted in bold text.

**Table VII.B.2.3 - Comparison of Travel Times on TARPS Versus Fixed
Route for 32 Selected Trips**

  ---------- --------------- --------- -------------- ----------------- ---------- ------------- ------------- -------------- -------------
  **Trip     **Trip Time**   **TARPS   **Origin**     **Destination**   **TARPS    **TARPS       **Fixed Route **Travel Time  **\# of Fixed
  Date**                     Run \#**                                   Trip       Travel Time   Travel Time   Difference**   Route
                                                                        Miles**    (minutes)**   (minutes)**                  Transfers**

  2/13       1010-1135       107       2103 River Rd. 1635 N. Holland   8.47       85            78            +7             1
                                                      Sylvania Rd.                                                            

  **2/14**   **1415-1510**   **107**   **2303         **702 N. Erie     **7.47**   **55**        **25**        **+30**        **0**
                                       Brookford      St.**                                                                   
                                       Dr.**                                                                                  

  2/14       654-756         102       1527 Parkridge 5500 Telegraph    11.8       62            68            -6             1
                                       Ln.            Rd.                                                                     

  **2/15**   **1445-1600**   **102**   **4220 N.      **722 N. Huron    **10.6**   **75**        **48**        **+27**        **0**
                                       Holland        St.**                                                                   
                                       Sylvania Rd.**                                                                         

  2/14       1320-1436       104       2834 F St.     1656 Henthorne    13.3       76            80            -4             1
                                                      Dr.                                                                     

  2/15       720-853         104       4410 Bowen Rd. 3350 Hill Ave.    4.7        93            90            +3             1

  **2/16**   **1419-1545**   **112**   **4235 Secor   **1445 Gage Rd.** **3.35**   **86**        **12**        **+74**        **0**
                                       Rd.**                                                                                  

  2/14       1643-1800       117       5445 Southwyck 2259 Castlewood   9.7        77            55            +22            1
                                       Blvd.          Dr.                                                                     

  **2/15**   **1537-1638**   **117**   **4235 Secor   **2437 Roseview   **2.5**    **61**        **11**        **+50**        **0**
                                       Rd.**          Dr.**                                                                   

  **2/15**   **1547-1650**   **117**   **3840 Woodley **3747 W. Alexis  **2.2**    **63**        **9**         **+54**        **0**
                                       Rd.**          Rd.**                                                                   

  2/15       1427-1540       111       5500 Telegraph 4656 Glendale     12.9       73            120           -47            1
                                       Rd.            Ave.                                                                    

  2/15       1427-1550       111       5500 Telegraph 3260 Schneider    11.3       83            60            +23            0
                                       Rd.            Rd.                                                                     

  2/16       1408-1547       111       27 W. Weber    2353 Rockspring   13.0       99            64            +25            1
                                       St.            Rd.                                                                     

  2/15       1515-1617       116       2249 N.        1318 Indiana Ave. 5.7        62            54            +8             1
                                       Reynolds Rd.                                                                           

  2/16       1516-1611       119       1455 W. Alexis 1787 Indian Wood  15         55            115           -60            1
                                       Rd.            Circle                                                                  

  2/15       654-749         105       1012 Wenz Rd.  1154 Larc ln.     3.0        55            42            +13            1

  3/28       734-844         121       5066 Jamieson  3350 Hill Ave.    6.5        70            95            -25            1
                                       Dr.                                                                                    

  3/26       1700-1750       134       5855 Monroe    5255 Heatherdowns 8.9        50            72            -22            1
                                       St.            Blvd.                                                                   

  3/27       1510-1600       122       3170 W.        2829 107^th^ St.  8.9        50            77            -27            1
                                       Central Ave.                                                                           

  **3/28**   **725-815**     **103**   **702 N. Erie  **2303 Brookford  **7.5**    **50**        **20**        **+30**        **0**
                                       St.**          Dr.**                                                                   

  3/26       1156-1330       106       1930 Indian    536 Barker St.    15.31      94            127           -33            1
                                       Wood Cr.                                                                               

  3/26       1430-1540       111       2249 N.        754 Greene St.    7.26       70            57            +13            1
                                       Reynolds Rd.                                                                           

  3/26       1500-1600       111       4334 Secor Rd. 3260 Schneider    6.21       60            66            -6             0
                                                      Rd.                                                                     

  3/27       1500-1600       111       1455 W. Alexis 309 Oxford Ct.    14.05      60            101           -41            2
                                       Rd.                                                                                    

  **3/26**   **1455-1556**   **101**   **35 W. Alexis **4850 Estero     **6.23**   **61**        **25**        **+36**        **0**
                                       Rd.**          Pl.**                                                                   

  3/28       643-738         101       19 McTigue Dr. 1154 Larc Ln.     5.75       55            60            -5             1

  **3/27**   **1400-1540**   **102**   **2150 W.      **506             **5.0**    **100**       **69**        **+31**        **1**
                                       Central Ave.** Torrington**                                                            

  3/27       645-759         105       2259           5445 Southwyck    9.7        74            72            +2             1
                                       Castlewood Dr. Blvd.                                                                   

  3/27       709-808         105       2938 E.        1645 Perrysburg   8.41       59            39            +20            1
                                       Lincolnshire   Holland Rd.                                                             
                                       Blvd.                                                                                  

  **3/28**   **800-910**     **107**   **2303         **702 N. Erie     **7.47**   **70**        **20**        **+50**        **0**
                                       Brookford      St.**                                                                   
                                       Dr.**                                                                                  

  **3/28**   **1420-1550**   **107**   **154 Larc     **4128 Terrace    **5.37**   **90**        **55**        **+35**        **1**
                                       Ln.**          View N.**                                                               

  3/28       1431-1537       109       5605 Monroe    821 Ewing St.     9.7        66            47            +19            1
                                       St.                                                                                    
  ---------- --------------- --------- -------------- ----------------- ---------- ------------- ------------- -------------- -------------

**Findings**

1.  Dispatchers do not monitor driver location as it relates to their
    schedule, making it more difficult to take early measures to prevent
    missed or late pick-ups.

2.  Dispatchers do not always have customer telephone numbers, and do
    not always call customers if they do not present themselves to be
    picked-up.

3.  A sample of passenger trips for February and March 2001, indicated
    that 78.6% of trips were performed on-time and 88.9% of trips were
    served either early or on-time.

4.  Passengers were picked-up early 10.3% of the time in the surveyed
    trips. This could be a concern when coupled with customer complaints
    about being pressured to accept early pick-ups.

5.  The on-time performance results from the small sample of trips
    sampled by the assessment team varied substantially from the results
    reported by Laidlaw.

6.  About 6% of all trips are scheduled with on-board travel times of 60
    minutes or more. However, only about 2% of all trips scheduled to
    take more than 60 minutes have actual travel times longer than one
    hour.

7.  The automated scheduling system appears to sometimes be creating
    runs with long, circuitous routing. The manual clean-up of schedules
    corrects this problem some of the time. Drivers also appear to
    adjust runs to eliminate excessively long ride times.

8.  A small number of trips have ADA Complementary Paratransit travel
    times that are significantly longer than comparable fixed route
    travel times. While this does not appear to be happening often
    enough to be substantial concern, it does appear to be generating
    negative rider comments and be significant enough when it occurs to
    be a major inconvenience to riders.

**Recommendations**

1.  It is recommended that dispatchers monitor driver location and take
    early action as appropriate to maintain schedules when problems
    arise.

2.  It is recommended that customers' current telephone numbers at both
    ends of the trip be confirmed and entered into the system during the
    reservations process. It is further recommended that dispatchers be
    instructed to telephone **all** customers who do not present
    themselves for their ride to determine their trip status before
    declaring them a no-show and releasing the driver to continue the
    route.

3.  TARTA should consider instructing drivers that they are not to in
    any way pressure passengers to accept pick-ups before the pick-up
    window.

4.  TARTA should review Laidlaw's procedure for computing on-time
    performance and consider periodically auditing the application of
    the procedure.

5.  TARTA should work with the scheduling system manufacturer to explore
    ways to eliminate circuitous routing by the automated system. It is
    likely that minor adjustments of the scheduling parameters could
    minimize this problem.

6.  The TARPS contractor should devote more time to manual clean-up of
    the manifests. All runs should be reviewed by schedulers before they
    are given to drivers to identify trips with excessively long ride
    times and to re-order pick-ups and drop-offs that do not appear to
    be sequenced correctly.

# Resources

During the review, the Assessment team observed financial and related
resources that can impact service capacity.

**Budget**

TARTA staff indicated that it is TARTA's policy to provide the financial
resources needed to provide effective TARPS service. This position is
reflected in TARPS budget for contracted ADA Complementary Paratransit
services and actual expenditures in recent years:

+-------------+-------------+-------------+-------------+-------------+
| Year        | Budgeted    | Expended    | Increase    | Percentage  |
|             |             |             | Over Prior  |             |
|             |             |             | Years       | Increase    |
|             |             |             | Expenditure |             |
+-------------+-------------+-------------+-------------+-------------+
| 1998        | \$910,100   | \$898,939   | \-          | N/A         |
+-------------+-------------+-------------+-------------+-------------+
| 1999        | \$999,100   | \$1,011,327 | \$112,488   | 12.5%       |
+-------------+-------------+-------------+-------------+-------------+
| 2000        | \$1,286,700 | \$1,432,484 | \$421,157   | 41.6%       |
+-------------+-------------+-------------+-------------+-------------+
| 2001        | \$1,693,200 | N/A         | \$260,716   | 18.2%       |
+-------------+-------------+-------------+-------------+-------------+

Although funding available to the contractor is capped by the number of
hours cited in Exhibit A of the contract, TARTA staff indicated that,
through an oral amendment to the contract, the cap on service hours has
been removed. Laidlaw, TARTA's contractor, can bill for the number of
hours needed to provide service requested by customers.

TARTA provides 27 accessible vehicles for ADA Complementary Paratransit
service, of which 27 are normally scheduled for daily service. The fleet
consists of 8 vehicles purchased in 2000, 3 in 1999, 12 in 1997 and 4 in
1994. Nine new vehicles have been ordered for delivery in early 2002. Of
these new vehicles, 3 are planned for vehicle replacement and 6 for
fleet expansion bringing the passenger fleet size to 33 vehicles.

TARTA purchased new computers, software and a radio system for TARPS
service in 2000. As discussed in scheduling technical support and
training in the use of the software appears to be spotty. Laidlaw and
TARPS managers report improved technical assistance in recent months.

The Laidlaw TARPS staff consists of:

-   4 manager/administrators who also have scheduling responsibility,

-   3 dispatcher/reservation clerks who also have scheduling
    responsibilities,

-   1 reservation clerk who doesn't have scheduling responsibilities,

-   1 mechanic and 1 mechanic's helper, and

-   13 full time and 20 part time drivers.

The drivers, who are paid at on an hourly basis have a turnover rate of
approximately 11% per year. The drivers are members of a labor union.
Drivers receive benefits after one year of employment.

Drivers are trained for 40 hours and receive an additional 16 hours of
in-service observation by a senior driver as a "cadet." Training
includes instruction in defensive driving, securing of

wheel chairs, a session on ADA, and 1 day of sensitivity training. Much
of the instruction involves trainees driving vans.

**Findings**

1.  TARTA's recent budgets and capital improvements indicate strong
    management support for TARPS service.

2.  Facilities, equipment and manpower appear to be adequate to provide
    effective ADA Complementary Paratransit Service.

3.  As indicated in the discussion on scheduling, past technical support
    for use of scheduling software appears to have limited scheduling
    efficiency in the past, but improvement appears to have been made in
    this area recently.

4.  Although drivers report sensitivity training to be adequate, 6% of
    consumer comments relate to this area (Attachment D).

**Recommendations**

1.  It is recommended that TARTA give continued priority to obtaining
    adequate technical support for the use of scheduling software. To
    assure a coordinated and focused effort in this regard, it is
    suggested that one TARPS/Laidlaw person be assigned lead
    responsibility for scheduling and technical coordination.

2.  It is recommended that the sensitivity training for drivers be
    reviewed and strengthened where appropriate.

    **Attachment A**

**Response from TARTA**

**Attachment B**

**On-Site Schedule**

**ADA Complementary Paratransit Service Assessment**

**Toledo Regional Transit Authority TARPS, Toledo, Ohio**

**April 2-5, 2001**

**Schedule**

+---------+----------------------------------+----------+-------------+
| *       | **Activity**                     | **Who**  | **Where**   |
| *Time** |                                  |          |             |
+---------+----------------------------------+----------+-------------+
| **      |                                  |          |             |
| Monday, |                                  |          |             |
| April   |                                  |          |             |
| 2,      |                                  |          |             |
| 2001**  |                                  |          |             |
+---------+----------------------------------+----------+-------------+
| 1:00 PM | -   Opening Conference           | All &    | TARTA       |
|         |                                  | FTA      |             |
+---------+----------------------------------+----------+-------------+
| 1:30 PM | -   Meet with staff to:          | All      | TARTA       |
|         |                                  |          |             |
|         | 1.  Review system service        |          |             |
|         |     standards                    |          |             |
|         |                                  |          |             |
|         | 2.  Review data available on     |          |             |
|         |     site                         |          |             |
+---------+----------------------------------+----------+-------------+
| 2:00 PM | -   Review eligibility           | Thatcher | TARTA       |
|         |     determination process        |          |             |
|         |                                  | Barber   |             |
|         | -   Review complaints            |          |             |
|         |                                  | Kidston  |             |
|         | ```{=html}                       |          |             |
|         | <!-- -->                         |          |             |
|         | ```                              |          |             |
|         | -   Review budget and resources  |          |             |
+---------+----------------------------------+----------+-------------+
| 4:00 PM | -   Observe trip reservations;   | All      | Laidlaw     |
|         |     record trip request          |          |             |
|         |     information                  |          |             |
+---------+----------------------------------+----------+-------------+
| **T     |                                  |          |             |
| uesday, |                                  |          |             |
| April   |                                  |          |             |
| 3,      |                                  |          |             |
| 2001**  |                                  |          |             |
+---------+----------------------------------+----------+-------------+
| 7:00 AM | -   Observe trip reservations;   | All      | Laidlaw     |
|         |     record trip request          |          |             |
|         |     information                  |          |             |
+---------+----------------------------------+----------+-------------+
| 10:00   | -   Meet with staff to:          | Kidston  | Laidlaw     |
| AM      |                                  | & Barber |             |
|         | 1.  Tour facility                |          |             |
|         |                                  | Thatcher |             |
|         | 2.  Review reservations,         |          |             |
|         |     scheduling, and dispatching, |          |             |
|         |     process                      |          |             |
|         |                                  |          |             |
|         | -   Meet with manager to review  |          |             |
|         |     scheduling process and       |          |             |
|         |     collect information for      |          |             |
|         |     day's trip schedules         |          |             |
|         |                                  |          |             |
|         | -   Data collection              |          |             |
+---------+----------------------------------+----------+-------------+
| 3:00 PM | -   Observe dispatch             | Thatcher | Laidlaw     |
|         |                                  |          |             |
|         | -   Observe trip reservations    | Kidston  |             |
|         |                                  | & Barber |             |
+---------+----------------------------------+----------+-------------+
| **Wed   |                                  |          |             |
| nesday, |                                  |          |             |
| April   |                                  |          |             |
| 4,      |                                  |          |             |
| 2001**  |                                  |          |             |
+---------+----------------------------------+----------+-------------+
| 5:30 AM | -   Observe pull-out & dispatch  | Thatcher | Laidlaw     |
|         |                                  | & Barber |             |
|         | -   Observe trip reservations    |          |             |
|         |                                  | Kidston  |             |
+---------+----------------------------------+----------+-------------+
| 10:00   | -   Trip duration, budget        | Kidston  | TARTA       |
| AM      |     analyses                     |          |             |
|         |                                  | Thatcher |             |
|         | -   Eligibility & scheduling     |          |             |
|         |     analyses                     | Barber   |             |
|         |                                  |          |             |
|         | ```{=html}                       |          |             |
|         | <!-- -->                         |          |             |
|         | ```                              |          |             |
|         | -   Continue on-time performance |          |             |
|         |     & complaints analyses        |          |             |
+---------+----------------------------------+----------+-------------+
| **Th    |                                  |          |             |
| ursday, |                                  |          |             |
| April   |                                  |          |             |
| 5,      |                                  |          |             |
| 2001**  |                                  |          |             |
+---------+----------------------------------+----------+-------------+
| Morning | -   Complete preliminary data    | All      | TARTA       |
|         |     analysis & remaining detail  |          |             |
|         |     work                         |          |             |
|         |                                  |          |             |
|         | ```{=html}                       |          |             |
|         | <!-- -->                         |          |             |
|         | ```                              |          |             |
|         | -   Prepare materials for        |          |             |
|         |     debriefing session           |          |             |
+---------+----------------------------------+----------+-------------+
| 1:00 PM | -   Exit Conference              | All /FTA | TARTA       |
+---------+----------------------------------+----------+-------------+

**Attachment C**

**TARPS**

**USER GUIDE**

**Attachment D**

**Summary of Consumer Comments**

  ----------------------- ------------------------------ ----------------------- --------- ------------ ------------ -----------------------
  **Type of                                              **Number of                                                 **% of Total
  Complaint/Comment**                                    Complaints/Comments**                                       Complaints/Comments**

  ** **                                                  **PCI Phone             **Filed   **Received   **TOTALS**   
                                                         Interviews**            with      by TARTA**                
                                                                                 FTA**                               

  **Eligibility**                                                                                                     

                          Eligibility when fixed route   1                                              1            1%
                          moved                                                                                      

                          Ineligible (under 18 yrs. old) 1                                              1            1%

                          Restricted service             1                       2                      3            3%
                          area/operation-time                                                                        

                          Service area error                                               1            1            1%

                          Totals                         3                       2         1            6            **6%**

  **Trip Reservations**                                                                                               

                          Excessive phone                3                                 1            4            4%
                          reservation-time                                                                           

                          Trip denials                   2                       7                      9            8%

                          Standby status only                                    2                      2            2%

                          One-way trips scheduled, no                            1         1            2            2%
                          return available                                                                           

                          Confirmation difficulty                                1                      1            1%

                          Next day call-back             2                                              2            2%

                          Cancellations not reported to                          1                      1            1%
                          drivers                                                                                    

                          Reservation clerks seem        2                                              2            2%
                          patronizing                                                                                

                          Reservation clerks play        1                                              1            1%
                          favorites                                                                                  

                          Totals                         10                      12        2            24           **22%**

  **Service**                                                                                                        ** **

                          Appointments not recognized in 1                                              1            1%
                          scheduling                                                                                 

                          Manifest time difference                                         8            8            7%
                          (sched. vs request)                                                                        

                          Significant time changes from  2                                              2            2%
                          requested time                                                                             

                          Inconsistent pickup/drop-off   1                                              1            1%
                          times                                                                                      

                          Subscription-time changes                                        1            1            1%

                          Late pickups                   6                       1         26           33           30%

                          Late pickups \>= 1 hr.                                           3            3            3%

                          Early pickups                                          1         3            4            4%

                          Early pickups urged/pressured  2                       1                      3            3%

                          Driver didn\'t wait 5 min.                                       1            1            1%
                          beyond est. time                                                                           

                          Late drop-offs                 3                                 1            4            4%

                          Wrong pickup location                                            2            2            2%

                          Excessive trip times (\> 1     2                                 3            5            5%
                          hr.)                                                                                       

                          Inoperable, defective lifts                            2         1            3            3%

                          Mobility devices not properly                          1                      1            1%
                          secured                                                                                    

                          Speeding                                                         2            2            2%

                          Driver inattention (watching                                     1            1            1%
                          TV)                                                                                        

                          Insensitivity to needs,        1                       2                      3            3%
                          operator rudeness                                                                          

                          Treatment of service animals                           1                      1            1%

                          Totals                         18                      9         52           79           **72%**

                                                                                                                      

  **Total                                                31                      23        55           109          
  Complaints/Comments**                                                                                              

                                                                                                                      

  **Number of                                            12                      7         44           63           ** **
  Interviews/Records                                                                                                 
  Reviewed**                                                                                                         

  ** **                                                                                                              ** **

  Note: Because most                                                                                                 
  records addressed                                                                                                  
  multiple complaints,                                                                                               
  there are more                                                                                                     
  complaint types than                                                                                               
  records                                                                                                            
  ----------------------- ------------------------------ ----------------------- --------- ------------ ------------ -----------------------

**Attachment E**

**Current**

**ADA Complementary Paratransit**

**Eligibility Application Form**

**Attachment F**

**Selected Pages**

**from**

**Former Eligibility Application Forms**

**Attachment G**

**TARPS April 2001 Service Bulletin**

**Attachment H**

**TARPS On-Time Performance**

**TARPS On-Time Performance -- Friday -- February 16, 2001**

  --------- ------------------ ---------- ---------- ---------- ---------- ---------- ---------- ---------- ---------- ----------
                               **Late                                                 **Early                          
                               \>**                                                   \>**                             

  **Run     **Observations**   **0:11**   **0:16**   **0:21**   **0:31**   **1:01**   **0:11**   **0:21**   **0:31**   **1:01**
  \#**                                                                                                                 

  104       15                 0          1          0          1          0          1          0          0          0

  102       15                 0          0          0          0          0          7          0          0          0

  103       11                 1          1          0          0          0          0          0          0          0

  105       13                 0          0          0          0          0          1          0          0          0

  106       17                 0          0          0          0          0          7          1          0          0

  108       15                 0          0          0          0          0          1          0          0          0

  110       17                 0          0          0          0          0          3          0          0          0

  111       11                 0          0          0          0          0          2          0          0          0

  112       13                 0          0          0          0          0          6          1          1          0

  115       13                 3          0          1          0          0          1          0          0          0

  116       8                  0          1          0          0          0          1          1          0          1

  117       6                  1          0          0          0          0          1          0          1          0

  119       7                  0          0          0          0          0          1          0          0          0

  121       8                  0          0          0          3          0          0          0          0          0

  125       5                  1          1          0          0          0          0          0          0          0

  126A      3                  0          0          0          0          0          0          0          0          0

  127       2                  0          1          0          1          0          0          0          0          0

  129       5                  0          1          0          0          0          1          0          0          1

  130       7                  0          0          0          0          0          0          1          1          1

  ???       9                  1          0          0          0          0          1          0          0          0

  TOTAL     200                7          6          1          5          0          34         4          3          3

                               3.5%       3.0%       0.5%       2.5%       0.0%       17.0%      2.0%       1.5%       1.5%

  TOTAL     Late               9.5%                                        Early      22.0%                            

  Early or                     90.5%                                                                                   
  On-Time                                                                                                              
  --------- ------------------ ---------- ---------- ---------- ---------- ---------- ---------- ---------- ---------- ----------

TARPS On-Time Performance -- Friday -- March 30, 2001

  --------- ------------------ ---------- ---------- ---------- ---------- ---------- ---------- ---------- ---------- ----------
                               **Late                                                 **Early                          
                               \>**                                                   \>**                             

  **Run     **Observations**   **0:11**   **0:16**   **0:21**   **0:31**   **1:01**   **0:11**   **0:21**   **0:31**   **1:01**
  \#**                                                                                                                 

  101       4                  0          1          1          0          0          1          0          0          0

  102       3                  0          0          0          0          0          2          0          0          0

  103       3                  0          0          0          0          0          0          1          0          0

  104       2                  0          0          0          0          0          0          1          0          0

  105       2                  0          0          1          0          0          0          0          0          0

  106       3                  0          0          0          0          0          0          0          0          0

  108       3                  0          0          0          0          0          0          0          0          0

  109       3                  1          0          0          0          0          0          0          0          0

  110       2                  0          0          1          0          0          0          0          0          0

  111       2                  0          0          0          0          0          0          0          0          0

  112       2                  0          0          0          0          0          1          0          0          0

  113       2                  1          0          0          0          0          0          0          0          0

  114       2                  0          0          0          0          0          0          0          0          0

  115       1                  0          0          0          0          0          0          0          0          0

  116       2                  0          0          0          0          0          1          0          0          0

  117       2                  0          0          0          0          0          0          0          0          0

  118       2                  0          0          0          1          0          0          0          0          0

  119       1                  0          0          0          0          0          1          0          0          0

  121       2                  0          0          0          0          0          0          1          0          0

  122       3                  0          0          1          0          0          0          0          0          0

  131       1                  1          0          0          0          0          0          0          0          0

  132       1                  0          0          0          0          0          0          0          0          0

  133       3                  0          0          0          0          0          0          0          0          0

  134       1                  0          0          0          0          0          0          0          0          0

  135       1                  0          0          0          0          0          0          0          0          0

  TOTAL     53                 3          1          4          1          0          6          3          0          0

                               5.7%       1.9%       7.5%       1.9%       0.0%       11.3%      5.7%       0.0%       0.0%

  TOTAL     Late               17.0%                                       Early      17.0%                            

  Early or                     83.0%                                                                                   
  On-Time                                                                                                              
  --------- ------------------ ---------- ---------- ---------- ---------- ---------- ---------- ---------- ---------- ----------

[^1]: Reservation requested three or more days before the travel day

[^2]: Reservation requested either one or two days before the travel day