TransLink Custom Transit Service Delivery Review
Broader Stakeholder Engagement – Summary Report
January 2017
Prepared for TransLink by
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 1
TABLEOFCONTENTSIntroduction .................................................................................................................................................................................. 2Part1.WhatWeDid .................................................................................................................................................................. 2
StakeholderNotificationAndPromotion ..................................................................................................................... 2StakeholderEngagementActivities ................................................................................................................................ 2
StaffWorkshop.....................................................................................................................................2StakeholderWorkshops.......................................................................................................................3OnlineSurvey.......................................................................................................................................3IndividualMeetings..............................................................................................................................3
Participation ............................................................................................................................................................................. 3PART2:WhatWeHeard .......................................................................................................................................................... 4
SummaryOfResults .............................................................................................................................................................. 4OverallSummaryofResults.................................................................................................................4ResultsForQuestions1through4.......................................................................................................5ResultsForQuestions5and6............................................................................................................14ResultsForQuestion7.......................................................................................................................19
AppendixA:Demographics .................................................................................................................................................. 25
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 2
INTRODUCTION
TransLinkiscurrentlyreviewingitscustomtransitservices(door-to-doortransitservices,suchasHandyDART,forpeoplewhosemobilityneedsmakeitdifficultforthemtouseconventionaltransit).ThereviewprocessisformallyknownastheCustomTransitServiceDeliveryReview(CTSDR),andmoreinformationonitisavailableathttp://www.translink.ca/en/Plans-and-Projects/Custom-Transit-Service-Review.aspx.
TransLinkhasengagedacustom-builtCTSDRStakeholderAdvisoryCommittee(withserviceusers,advocates,andfront-linestaffrepresentation)toidentifyneeds,concerns,andobjectivestoimprovetheserviceforcustomersandtooperatemoreefficiently.Theyhavealsoworkedwithconsultantstoevaluatecurrentsystemperformanceandtoreviewservicesinotherjurisdictions,whichhasalsohelpedtoformdraftrecommendationforimprovements.
Toensurethisreviewaddressedtheneedsandconcernsofarangeofkeystakeholders,TransLinkheldfourworkshopsandtwoindividualstakeholdermeetings.Thiswasdoneincoordinationwiththeexecutionofanonlinesurvey.Thisreportsummarizestheresultsofthestakeholderworkshops,onlinesurvey,andindividualmeetings.ThisreportisprovidedtotheCTSDRStakeholderAdvisoryCommitteetohelpinformdiscussionsonimprovingTransLinkcustomtransitservicessuchasHandyDART.
PART1.WHATWEDID
STAKEHOLDERNOTIFICATIONANDPROMOTION
FromDecember2016toJanuary2017,TransLinkworkedwithMODUStodevelopanddeliverarobuststakeholderengagementprocessaspartofthereviewphase.Invitationstostakeholdersweresentviaemailto155organizationsandindividuals,invitingthemtoattendoneofthreestakeholderworkshopsbeingorganizedwitharequestthattheydistributetheinvitationtointerestedpartieswhowereknowledgeableaboutHandyDART.Representativeswereinvitedfromthefollowingstakeholdergroups:
• Municipalgovernmentstakeholders• FrontlineHandyDARTstaff• Disabilityandaccessibilityadvocacygroups• InformedHandyDARTusers• Seniorsgroups.
STAKEHOLDERENGAGEMENTACTIVITIES
STAFF WORKSHOP
AstaffworkshoptookplaceonJanuary16thattheMVTheadofficeinCloverdalewithafocusonfrontlinestaff.InvitationnoticeswerepostedatallHandyDARTdepots.EmployeessubmittedtheirattendancerequesttotheMVTGeneralManagerbyemailorbyphone.Everyemployeewhoaskedtoattendwasaccommodated.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 3
STAKEHOLDER WORKSHOPS
ThreestakeholderworkshopstookplacebetweenJanuary18and19inthreesub-regions:Vancouver,CoquitlamandSurreyatdifferenttimesofday.Attendeeswereseatedattablesingroupsof7orless.
TheeventbeganwithanopeningpresentationbyTransLinkstaff,introducingstakeholderstotheCustomTransitServiceDeliveryReviewprocessanditsobjectives.Stafftookquestionsfromthefloor,andprovidedanswersbeforemovingon.
Stakeholdersthenparticipatedingroupexercises.Surveyquestionswereusedtoguidetheexercises.Eachquestionbeganwiththetablefacilitatorreadingbackgroundinformation,andthen:
• Forquestions1through4:participantswereposedwithastatementandindividuallyrankedtheirlevelofagreementwiththestatement.Participantswrotetheirthoughtsoneachquestiononstickynotesbeforeengagingingroupdiscussion.
• Forquestions5and6:participantsweregivenseveralstatementsandasktoranktheimportanceofeachinrelationtoanother.Participantswrotetheirthoughtsoneachquestiononstickynotesbeforeengagingingroupdiscussion.
• Forquestion7:participantswereaskedtoshareanyotherthoughtsandcommentsregardingHandyDARTpoliciesorservicedelivery.
TransLinkstaffmemberscirculatedthefloorascontentexperts.Topissuesfromeachtableweresummarizedbyfacilitatorsandsharedwiththeroom.
Followingeachworkshop,individualpapersurveyswereprovidedtoparticipants.Individualswereencouragedtofilloutthesesurveysiftheyfeltthattheiropinionhadchangedthroughouttheworkshoportonoteissuesthattheymayhavebeenuncomfortableprovidinginthegroupsession.Intotal23papersurveyswerereceived.
ONLINE SURVEY
AnonlinesurveywascreatedanddistributedthroughtheTransLinkstakeholderlist.TheonlinesurveyranfromJanuary18toJanuary29th,2017with132totalparticipants.Questionswerethesameasthoseposedattheworkshops.
INDIVIDUAL MEETINGS
Severalindividualmeetingswereheldbyrequestandfollowedtheformatusedatthestakeholderworkshops.Twoworkshopstookplace,oneatVancouverCityHallwithtwoindividualsandoneatVancouverGeneralHospitalwithfourindividuals.
PARTICIPATIONParticipationfiguresareasfollows:
• Atotalof68stakeholdersattendedthefourforums.6stakeholdersattendedindividualmeetings.Intotal,74participantstookpartinthebroaderstakeholderengagementprocess.
• 23papersurveyswerereturned;andtherewere132onlinesurveyrespondents.
Participantsweregiventheoptiontoprovidedemographicdataforboththeonlineandpapersurveyquestions.AsummaryofthedemographicinformationisfoundinAppendixA.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 4
PART2:WHATWEHEARD
SUMMARYOFRESULTS
Thefollowingisasummaryoftheresultsofwhatwasheardfromallworkshops,onlinesurveyandindividualmeetings.Anoverallsummaryofresultswithkeyhighlightsisprovided,withmoredetailedresultsforquestions1through7following.Forallquantitativeresults,thetotalnumberofresponsesmayvarybetweenquestionsassomerespondentsdidnotanswerallthequestionsposed.
OVERALL SUMMARY OF RESULTS
Surveyquestions1through4wereposedwithbackgroundinformationandthenastatement.ParticipantswerethenaskedtoratetheirlevelofagreementwitheachstatementonaLikertscalebyplacingastickydotontheratingbarprovided.Theratingbarrangedfromstronglyagreetostronglydisagree.Asummaryofthelevelofagreementforeachofthestatementswereasfollows:
• Q1:CustomeraccesstoHandyDARTwillbeimprovedbyextendingthetripreservationdeadline,fromnoon(thecurrentdeadline)tolateintheafternoononthedaybeforethetrip.(78%AgreeorStronglyAgreewiththisstatement).
• Q2:HandyDARTapplicationsshouldbeexpandedtoincludeinformationabouttheabilitytouseconventionalpublictransitservices,includingbus,SkyTrain,andSeaBus.(62%AgreeorStronglyAgreewiththisstatement).
• Q3:TransLinkshouldcontinuetousetaxisforsometrips,tomaximizetheavailabilityofHandyDART.(67%AgreeorStronglyAgreewiththisstatement).
• Q4:HandyDARTcustomersshoulduseconventionaltransit(bus,SkyTrain,orSeaBus)forsomeorpartoftheirtripswhentheycan,tomaximizetheavailabilityofHandyDART.(47%AgreeorStronglyAgreewiththisstatement).
Therewasonlyonestatementwithahighlevelofdisagreement:
• Q4:HandyDARTcustomersshoulduseconventionaltransit(bus,SkyTrain,orSeaBus)forsomeorpartoftheirtripswhentheycan,tomaximizetheavailabilityofHandyDART.(40%DisagreeorStronglyDisagreewiththisstatement).
Forquestion5,workshopparticipantswereaskedtorankthreestatementsonservicedeliveryinorderofimportance.Themajorityofparticipants(52%)rankedthelaststatement:“Donotdenyanyrequestedtrips(withincertainparameters)”astheirfirstpriority.
Forquestion6,workshopparticipantswereaskedtorankfourstatementsonservicedeliveryinorderofimportance.Therewasnoclearmajorityforfirstpriority:
• 38%oftheparticipantsrankedthefollowingstatementasatoppriority:“ExperienceduringaHandyDARTtrip(e.g.timelinessofpickup,durationoftrip).”
• 30%oftheparticipantsrankedthefollowingasatoppriority:“Providingthehighestnumberoftripspossiblewithinthefundingavailable.”
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 5
Generalcommentsfromquestion7focusedonthetopicsof:servicedelivery,availability,andquality;thereservationsystem;taxiandHandyDARTdrivers;screening/registrationandoperationalconcerns:
• Availabilityandaccessibility:Growthesystemandmakeitsafertomeetgrowthduetoanagingandchangingdemographic.
• Servicequality:Ensureschedulingandtripsaremoreefficientwithtimeaccuraciesandgroupingsimilarpick-ups,travelanddropoffs.
• Reservations:Seektoexpandtotheendoftheworkingday,thedaybefore;useoftripoptimizationbookingsystemthatalluserscanaccess(useofapp).
• UtilizationofTaxiservice:Ensuretaxidrivers(ifandwhenused)aretrainedalongwithallstaffanddrivers,todeliverquality,meaningfulandsafeservicetoallclientusergroupsincludinghowclientsarespokento,treated,handledto/fromclient’slocations/homes(especiallyinpoorweatherconditions).Thisincludesenablingtherightinformationforalldriverstobeaware/readyfortheirclients’needs.
• Registration/eligibility:Ensuringtransparentandaccountablemethodofscreeningforregistration:makingiteasyforallusersofthesystem;andincludingmandatorytraveltraining.
• Servicedeliverymodel:whethertheHandyDARTservicefunctionsshouldbecontractedorin-house.
• Operationalaspects:Ensuringsuitableinventorylevelsandimprovingsafetyandaccesswithinandto/fromvehicles.
RESULTS FOR QUESTIONS 1 THROUGH 4
Forquestions1through4,participantswereposedwithbackgroundinformationandthenastatement.Theywerethenaskedtoratetheirlevelofagreementwitheachstatementona5-pointLikertscalebyplacingastickydotontheratingbarprovided.Theratingbarrangedfromstronglyagree,agree,neutraltodisagree,andstronglydisagree.
Belowisasummaryoffeedbackforeachquestionorganizedwithagraphandcomments.Agraphdisplaysthequantitativeresultsforeachquestionbymeetinglocation.Ratingsaredisplayedbythelocationswheretheworkshopstookplace:MVTheadoffice,Coquitlam,Surrey,andVancouver.Ratingsfromonlineandpapersurveysaredisplayedunder“Surveys.”Datafromindividualmeetingsarealsoincluded.Commentsmadeduringthediscussionofeachstatementarenotedbeloweachgraph.1Commentsaregroupedbythemeandarenotorganizedinorderofweightingorpriority.
1“Comments”areintendedtoberepresentativeofwhatwasdiscussedattheworkshopsforeachsurveyquestion.Itisnotacomprehensivedocumentationofeverycommentreceived.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 6
1. CUSTOMER ACCESS TO HANDYDART WILL BE IMPROVED BY EXTENDING THE TRIP RESERVATION DEADLINE, FROM NOON (THE CURRENT DEADLINE) TO LATE IN THE AFTERNOON ON THE DAY BEFORE THE TRIP.
Backgroundpresented:
OtherCanadiantransitagencieshaveasimilarreservationwindowtoHandyDART,allowingcustomerstorequesttheirridesupto7daysinadvance.However,theendofthereservationwindowisdifferentacrossagencies.Today,theHandyDARTbookingwindowclosesfortripsat12:00pm(noon)thedaybeforeadesiredtrip.
Figure1Responsestothelevelofagreementforthestatement"CustomeraccesstoHandyDARTwillbeimprovedbyextendingthetripreservationdeadline,fromnoon(thecurrentdeadline)tolateintheafternoononthedaybeforethetrip”acrossallsources.
Note:Whenthedataissplit,comparingtheresultsofallnon-MVTsources(“generalaudience”)versustheMVTaudience,ityieldsthefollowingresultsforthisquestion:
Forthegeneralaudience(197ratings),85%AgreeorStronglyAgreewiththestatementwhile8%DisagreeorStronglyDisagreewiththestatement.
FortheMVTaudience(24ratings),25%AgreeorStronglyAgreewiththestatementwhile63%DisagreeorStronglyDisagreewiththestatement.
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Coquitlam Surrey Vancouver MVT Surveys IndividualMeetings
78%ofrespondentssupportedthisstatement.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 7
Comments
Current system works
• Currentsystemworksbestforbothschedulersandclients• 12:00pmcut-offallowstimetoschedulerides• Anextensioncouldresultinaninabilitytosecurerides,astherewouldnotbeenoughbusesor
enoughtimeforadditionalpick-ups• Restoreservicespreviouslycut• Clientsalreadyhave7daystobook,soitdoesnotneedtobeanylater• Cityistoolarge,andclientdemandistoohighforthistowork• Usersofthemainstreamtransitsystemcangetlastminuterides
Longer window needed
• Alatercut-offisbetterforusers.Suggestion:whynotendofworkday(5:30pm)• Alongerwindowtomakechangeswillaccommodateriderlastminutechanges(appointments,
work,social)inplansandallowforflexibility• Agreethereshouldbemoreflexibilitywithscheduling• Clientsshouldbeabletobookaslateaspossible,asthatgivesthemflexibility• Thosewithmobilityissuesneedmoretimeinthemorningtogetready• Notalltripscanbeplannedforinadvance.Thereareunpredictableeventssuchasmedical
appointments• Peoplewithcertainmedicalconditionshavegoodandbaddays;needflexibly• Flexibilityhelpscaregivers• Thereareemergenciesandotherspontaneouseventsthatcouldoccur.Extendingthetimewill
assistwiththisissue
Managing bookings
• Thiswouldrequiremoreschedulingstaff• Ifimplemented,thestakeholdersshouldcarrythecostsassociatedandnottheriders• Considerimplementingthisthroughanapp• Thiswillprovidecustomerswithbetterservice,butmaycauseissuesfordispatchers.
Limit to last minute bookings
• Thereshouldbealimit/caponlastminutebookings• Likelywouldnotmakeadifference,asitisalreadyraretogetalast-minutebookingevenwith
currentsystem
Other
• Therealissueisalackofservicehours
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 8
2. HANDYDART APPLICATIONS SHOULD BE EXPANDED TO INCLUDE INFORMATION ABOUT THE ABILITY TO USE CONVENTIONAL PUBLIC TRANSIT SERVICES, INCLUDING BUS, SKYTRAIN, AND SEABUS.
Backgroundpresented:
ThemoreinformationwereceivewhencustomersapplyforHandyDART,themoreweunderstandaboutcustomers’abilities.Thisimprovesourabilitytomakesurecustomershavethemostappropriatetravelmodefortheirtrip.
Today’sHandyDARTapplicationdoesnotprovideTransLinkwithaclearunderstandingofcustomers’abilitiestousebus,SkyTrain,orSeaBus.Theapplicationincludesabriefself-assessmentbythecustomer,accompaniedbyamedicalverificationofadisability.
Figure2Responsestothelevelofagreementforthestatement"HandyDARTapplicationsshouldbeexpandedtoincludeinformationabouttheabilitytouseconventionalpublictransitservices,includingbus,SkyTrain,andSeaBus"acrossallsources.
Comments
More customer information is needed to help with trip planning
• Morecustomerinformationisneededaboutridersandindividualneedslikecellphone,detailsaboutchairormobilityaids,capacitytouseothertransitmodes
• Moreinformationfromriderscouldassiststafftoscheduletripsthatmaketripplanninganddirectrouteseasier/safer
• Suggestion:2distinctforms–anapplicationform;andaseparateformthatcollectsdataaboutneeds
• Thissuggestionisperhapsabandaidsolution
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Coquitlam Surrey Vancouver MVT Surveys IndividualMeetings
62%ofrespondentssupportedthisstatement.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 9
Concern with the assessment process and criteria
• Whodecides/assesseseligibility?• Clientscandetermineforthemselves,whattheyneedfortheirindependence.• Theprocessmustberespectfulandconsiderate.Alongermorecomplexapplicationprocess
maybeabarriertoserviceandfurtherstigmatizeusers• WouldthisleadtoexclusionfromtheHandyDARTservice?Doesthisinformationdisqualify
peoplefromtheserviceortrulyassistriders?• Theapplicationshouldbewithsomeonewhoisqualifiedtounderstandneedsofthepeople
withdisabilitiesandelderlypeople.Concernthatclientsexperiencegoodandbaddaysandcanchangeoften.
• Concernthatclientneedsfluctuate.Disabilityisnotalwaysabletoassessedandmaychangedaytoday.
• Strongereligibilityrequirementsareneededtoreducedemandonsystem;whensomeusersareableto,coulduseothermodes
• Takeintoconsiderationcognitive(non-physical)disabilitiesinelgibilitycriteria• Askingwrongquestions–transitshouldusedataprovidedbyclientstodirectchangesto
conventionaltransitthatwouldallowmoreriderstouseit
Help and train clients to use conventional system
• ClientsmaybechoosingHandyDARToutoffearofconventionaltransit(asopposedtoaneedforHandyDART).
o Informationcouldbeatooltoaddressindividualneeds,andassistthemtogetintotheconventionaltransitsystemslowlyafteratimeusingHandyDART
Clarify the management of information
• Provideclarityonwhowillhaveaccesstothisinformationandhowitwillbestored• Systemisgoingtoneedtoolstoaccommodateagingpopulation.Howwilltheinformationstay
uptodate?• HandyDARTstaffshouldbeinvolvedinapplicationprocess
Physicians should fill out a standardized form
• Provideastandardformforphysiciantofilloutwithspecificmedicalneedsandabilities
Details should be a voluntary disclosure
• Thisraisesprivacyissues.Thedetailsoncurrentclients’conditionshouldnotbemandatoryrequirementrelease.Itshouldbeavoluntarydisclosure;
• Providingadditionalinformationshouldbeuptotheclient
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 10
3. TRANSLINK SHOULD CONTINUE TO USE TAXIS FOR SOME TRIPS, TO MAXIMIZE THE AVAILABILITY OF HANDYDART.
Backgroundpresented:
TransLinkusestaxistoincreasethenumberoftripsavailabletoHandyDARTcustomers.Taxiscan:
• Helpkeepthenumberofdeniedtripslow• Provideservicetolongandout-of-the-waydestinations• Serveareasandtimeswhenfewcustomersrequesttrips
Taxisarealsousedtoensurecontinuedservice.Forexample:
• Handlingemergenciesandvehiclemechanicalproblems• GettingaHandyDARTvehiclebackonschedule
Figure3Responsestothelevelofagreementforthestatement"TransLinkshouldcontinuetousetaxisforsometrips,tomaximizetheavailabilityofHandyDART"acrossallsources.
Note:Whenthedataissplit,comparingtheresultsofallnon-MVTsources(“generalaudience”)versustheMVTaudience,ityieldsthefollowingresultsforthisquestion:
Forthegeneralaudience(163ratings),79%AgreeorStronglyAgreewiththestatementwhile13%DisagreeorStronglyDisagreewiththestatement.
FortheMVTaudience(26ratings),12%AgreeorStronglyAgreewiththestatementwhile69%DisagreeorStronglyDisagreewiththestatement.
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Coquitlam Surrey Vancouver MVT Surveys IndividualMeetings
67%ofrespondentssupportedthisstatement.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 11
Comments
Do not use taxis due to training/client care concerns
• Taxisarenotthesafestoptionforclientsastheylackcaremanagementtrainingandappropriateequipment.Theydonotfollowaprotocol(ex.Overcharge,donotmakesureclientsareattheirdoor)anddonotfullyunderstandneedsofclients.
• TaxisdonotprovidethesamelevelofserviceasHandyDARTandlacktrainingrequiredforclients.Theyareattimesdisrespectful,makeclientuncomfortableandarenotvestedinthewellbeingofcustomers.TaxidriversneedtrainingandshouldbecertifiedtounderstandhowtoworkwithHandyDARTclients.
• Taxisshouldnotbeused.• Taxisarefocusedonmakingmoney,aretimepressured,andmayrefusetrips.Theyare
unreliableduringrushhour.• Mistreatmentofclientsandoftencauseoperationalcomplaints.
Taxis should only be a supplement to HandyDART
• HandyDARTservicehoursshouldbeincreasedtoreduceuseoftaxis.• Currentlyrelytoomuchontaxiswhentheyshouldbeusedasasupporttothesystem.• Theuseoftaxisshouldbelimited,andforemergenciesorlongdistances.Taxisshouldbeused
tosupplement,notreplacethesystem.• Taxisareneededbutareusedtoooften.• Shouldbeusedasasupplement/emergencies.MoreHandyDARTbusesareneeded.
Taxis not suitable for some clients
• Taxismaynotbeappropriateforpeoplewithcognitivedisabilities.• Taxiscanbeusedforsocialtravelbutnotmedicalappointments.
Use taxis due to increased efficiency, flexibility for client
• Clientsshouldhaveachoicetobepickedupwithtaxisornot.Itmaycauseanxietyinsome.• Taxisenablespontaneity/flexibilityforclient/user.• Taxisareneeded.Taxisoffsetproblemsofefficiencyandavailability.Usingthemprovides
increasedservice.Importanttohaveacontingency/backupservice.• Taxisallowefficiencyinthesystemandbothclientsandservicesbenefitfromthis.• TaxisshouldbeusedasHandyDARTisnotalwaysavailableforappointments.
Manage the use of taxis
• TransLinkshouldprovidetaxiswithalltheinformationneeded,(e.g.,door-to-doorservice).• TransLinkshouldtellclientifataxiiscomingtopickthemup,includingtaxinumber,nameof
driverandtimeofpickup.Thecourtesycallsareinconsistent.• TaxisneedtobeincentivizedtocompletetraininganddeliveryservicetoHandyDARTusers.
LookatCityofTorontomodel.
Use other services
• ExplorepossibilityofusingUberinthefuture.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 12
4. HANDYDART CUSTOMERS SHOULD USE CONVENTIONAL TRANSIT (BUS, SKYTRAIN, OR SEABUS) FOR SOME OR PART OF THEIR TRIPS WHEN THEY CAN, TO MAXIMIZE THE AVAILABILITY OF HANDYDART.
Backgroundpresented:
WehaveheardthatcustomerswanttoseeanimprovementintheservicequalityofHandyDARTandincreasetheavailabilityofHandyDARTtrips.Inaddition,thenumberofpeopleovertheageof70inMetroVancouverisexpectedtoincreasebyapproximately55%overthenext10years,whichcouldtranslateintoagreaterneedforHandyDARTservice.
Toprovideimprovementsandaddressanticipateddemand,wehavetoensurethatHandyDARTisthemostappropriateserviceavailableforeachtriprequested.Asaresult:
• Customerscouldberequiredtouseconventionalservices(bus,SkyTrainorSeaBus)forpartoftheirjourney,basedontheirabilities.
• TransLinkwouldprovideacomprehensivetraveltrainingprogramsothatcustomerswhoareabletousebus,SkyTrain,andSeaBuswouldreceivestaffsupporttolearnandfeelconfidentusingourservices.
Figure4Responsestothelevelofagreementforthestatement“HandyDARTcustomersshoulduseconventionaltransit(bus,SkyTrain,orSeaBus)forsomeorpartoftheirtripswhentheycan,tomaximizetheavailabilityofHandyDART"acrossallsources.
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Coquitlam Surrey Vancouver MVT Surveys IndividualMeetings
47%ofrespondentssupportedthisstatement.
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Comments
Use should depend on client’s willingness and ability
• Donotforce/requiretotakeconventionaltransit.• Clientswhoarecapableofusingconventionaltransit,should.• Replace“use”and“whenpossible”with“encouragetouse”• Allowcustomerstodecidewhentheyareabletotakeconventionaltransit.Useshoulddepend
ontheclient’sability,willingnessandcomfortlevelfirst.Needtohave“confidence”• Thereisuncertaintyinlevelofabilityforcustomersonconventionaltransit.Needsmay
fluctuateandabilitiesmayvaryday-to-day.Changestoroutinemaycauseconfusionandanxiety.
• Keyquestionis“whentheyhavetheabilitytodoso.”• Onlyifthecustomeragreesthattheycanuseconventionaltransit
Impartial process is important to avoid concern with exclusion
• ConcernabouthowthiscouldbeusedtoexcludethosewhoneedHandyDART.Orlateron,thepolicycouldbesubjecttointerpretationandresultinlossofservicefortheuser.MistrustTransLinktobeimpartialintheprocess.
• Reduceabuseofthesystembythosewhodon’tneedit
Training for all users as well as HandyDART and conventional transit staff
• Encourageindependence• Otheroptionsshouldbeexploredtoaddressgrowingdemandaswell,suchastrainingalltransit
stafftoassistHandyDARTusersonconventionaltransit• Traveltrainingprogramisagoodidea.Thetrainingshouldberespectful,considerate,sensitive
toneedsofclient• Ifmoreconventionaltransit,educationforalluserstounderstandtheneedsofHandyDART
usersisneeded• ShouldbehandledbyHandyDARTstaff
Increase accessibility of conventional services and address barriers
• Improveexperienceofcustomersonconventionalmodesoftransit.TransLinkmustaddressbarrierstousingconventionalserviceandincreaseaccessibilityoftheseservices.
• MixofconventionalandHandyDARTtripcausesproblems,delays,pass-upsandstrandedcustomers.
• Alsoconsidertheentireroute,includingsidewalkinfrastructureandlackthereof.
HandyDART is still a necessity in some cases
• HandyDARTriderstypicallyusetheservicebecausetheyneedtouseit.• Questionisskewed:conventionaltransitoftennotanoption–HandyDARTisanecessity.• Providemoreserviceoverall.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 14
RESULTS FOR QUESTIONS 5 AND 6
Forquestions5and6,participantswereposedwithbackgroundinformationandthengivenseveralstatements.Theywerethenaskedtoranktheimportanceofeachstatementinrelationtotheother.Usingstickydots,theyplacedtheirvoteontheirfirstpreference,followedbytheirsecondandsoon.Participantswrotetheirthoughtsonstickynotesbeforeengagingingroupdiscussion.
Forquestion5participantswereaskedtorankthefollowingstatementsinorderofimportance:
1. Reducethepick-upwindowfrom30minutesto20minutes2. Reducemaximumon-boardtriptime3. Donotdenyanyrequestedtrips(withincertainparameters)
Forquestion6participantswereaskedtorankthefollowingstatementsinorderofimportance:
1. ExperienceduringaHandyDARTtrip(e.g.timelinessofpickup,durationoftrip)2. ExperiencebeforeandafteraHandyDARTtrip(e.g.bookingatrip,responsetofeedback)3. Abilitytoberesponsiveandflexibletochangesinoperatingconditions4. Providingthehighestnumberoftripspossiblewithinthefundingavailable
Belowisasummaryoftherankingforthesequestionsacrossallworkshopsandsurveys.
5. RANK THREE STATEMENTS
Backgroundpresented:
WewantyourfeedbackonsomeproposedchangestoHandyDARTservicequality.
• Reducingthepick-uptimewindow(30minutes)canreducehowlongacustomerspendswaitingforaHandyDARTride.However,thiswouldaffecttheflexibilityoftheHandyDARTscheduletoadjusttoissuessuchasheavytraffic.Toretainflexibilityinscheduling,thetotalnumberofHandyDARTtripsthatcanbeprovidedwoulddecrease.
• ReducingthemaximumtimeacustomerspendsonthebusmakesaHandyDARTtripfaster.However,fewercustomerscanbepickedupalongtheway.Iffewercustomertripscanbegroupedtogether,fewertripscanbeprovided.
• Eliminatingdeniedtripswouldmeaneveryonewillreceivetheirtripsiftheybookwithincertainparameters.Thismayincreasethedemandfortrips,orrequirethatmorepeopleusebus,SkyTrainorSeaBusasapartoftheirjourneyiftheyareableto.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 15
Figure5Theabovegraphshowsthepercentageofvotesgiventoeachofthethreestatementswithineachranking.Thedataistakenfromacrossallsources.
Comments
Reduce uncertainty with scheduling / wait times • Uncertainwaittimesleaveclientsanxious,stressed,waitingoutsideonthecurb.“Waitingis
worsethanalongertriptime.”Somewouldratherreschedulethanbesittingandwonderingifthebusiscoming.
• Optimizeschedulingtoincreasequalityandreliability.Providereliabilityandaccuratepickuptimesforclients.
• Waitwindowsaffectusersdifferent.Forexample,itcreateshighstressanddisorientationfordementiapatients.
• Avoidabuseofscheduling• Windowreductionaffectsbothclientsandtheprovider.
Quality customer service is very important for HandyDART users • Servicemustfocusonclientsandtheircomfort.Qualityofserviceandcustomerexperienceare
important.Thefor-profitmodelhindersthisobjective.• Thereisalreadyenoughavailabilitytoimproveelsewhere.
More service is needed • Morebuses/service/servicehoursareneed.
Reduce trip time/lengths • Overall,tripsaretoolongforclients.Reducemax.on-boardtimetoreducestress.
52%
20%34%
21%
46%
33%
27%35% 33%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Rank1 Rank2 Rank3
Percen
tageofvotes
Reducethepick-upwindowfrom30minutesto20minutes
Reducemaximumon-boardtriptime
Donotdenyanyrequestedtrips(withincertainparameters)
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 16
• Geographyshouldbeconsidered.• Arrivingtodestinationontimeisveryimportant.• Crossboundarytripsareachallengeandverylong.
Trip prioritization is important • Sometripsshouldnotbeprioritizedoverothers.• Prioritizetypeoftripsandtimeofday.
Training of staff will improve service quality and customer experience • Trainedstaffisimportanttoimprovequalityofserviceandcustomerexperience.
No trip denials • Truemobilitymeansnotripdenials.• Moretaxiscanresolvetheseproblems.
Other • HandyDARTisanecessity• Policiesshouldbedefinedandenforced.• Process:Theseissuesareequallyimportantandcannotberanked.Thequestionismisleading.
Theparametersareunclear.Theyareallbadideas.Thesearethewrongfactors.Thisquestionsoundslikerationalizingserviceandnotadjustingresourcestoneedsofusers.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 17
6. RANK FOUR STATEMENTS
Backgroundpresented:
TransLinkisdecidinghowtoprovideHandyDARTserviceinthefuture,andwewouldliketoknowwhichofthefollowingitemsaremostimportanttoyou.
Figure6Theabovegraphshowsthepercentageofvotesgiventoeachofthefourstatementswithineachranking.Thedataistakenfromacrossallsources.
Comments
Customer service / experience is most important • Experienceofcustomersshouldcomefirst.Ensureservice/ridesareapositiveexperiencefor
customers.Reinforceservice;ensureitisthereforthosewhoneedit.Thequalityofservicereducesstress,increasesindependenceanddecreaseisolation.
• Donotagreewithprioritizingoneoveranother.Theyareallimportant.• Transitiontimeisneededifanychangesareimplemented.• Customerserviceneedtobestreamlinedsowaittimestogethelpisn’tlonganddifficult.• Thereneedstoberesolutionstoissuesthatarebroughtup.Bookingservicesshouldbeeasier.• Listentocaretakerstounderstandneedsofusers.• HandyDARTdriversareamazingandaddpositiveenergy.
Service before and during a ride is important • Servicebeforeandafterrideisimportantaswell.Driversmustadapttoeachperson’sneeds
andtheymaychangedaily.Systemneedsflexibilitytoadapttochangingdemographics.• Higherqualitytripsisimportant.
30%18% 16%
44%
22%
22% 29%
24%10% 31%34%
25%38%29%
21%7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Rank1 Rank2 Rank3 Rank4
Percen
tageofvotes
ExperienceduringaHandyDARTtrip(e.g.timelinessofpickup,durationoftrip)
ExperiencebeforeandafteraHandyDARTtrip(e.g.bookingatrip,responsetofeedback)
Abilitytoberesponsiveandflexibletochangesinoperatingconditions
Providingthehighestnumberoftripspossiblewithinthefundingavailable
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 18
More service is needed • Moreservice,drivers/servicehoursandofficestaffisneededtosupport.• TransLinkmustensurethatHandyDARTservicecanmeetfuturedemand.• Theserviceisalreadynotmeetingdemand.Howwillithandlefuturedemand?• Willingnesstopaymoreandabilitytopaymoreshouldbeconsidered.• Increasingnumberoftrips.Shouldn’timpacttimeliness/qualityexperienceforuser.• MapleRidge/suburbanareashavehighdenialratesandlessservice.• Itisoneroustocancel1weekatatime.
Change HandyDART back to in-house service • Inhouseserviceneeded.• Bringservicein-houseratherthancontractout.• Theserviceistoodependentontaxis.• For-profitmodelreducesthebudgettoimproveservice.
Training improvements needed for all disability ranges and demographic changes • Improvetrainingforstafftohandledisabilities,especiallythewiderangeindisabilities
(suchasMS,strokes,cognitivedisability).
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 19
RESULTS FOR QUESTION 7
ThefinalroundoftablediscussionsattheworkshopsfocusedonageneralquestionwhichaskediftherewereanyothercommentsaboutHandyDARTpoliciesorhowservicecouldbedelivered.Belowisasummaryofcommentsfromalltheworkshopsandonlinesurvey,organizedbybroadthemesrelatingtothedeliverysystemoverall;serviceavailability/accessibility;servicequality;reservationprocess;driversandtaxis;screening/registration;andoperationalservices.Followingthissummaryaredetailedcommentexamples.
Question 7 - Highlights
Thefollowingpointssummarizethecombinedtopcommentswrittenforquestion7onworkshoppost-itnotes,onthepapersurveyandtheonlinesurvey:
Serviceavailability/accessibility:Theserviceneedstogrow;pickup/waittimesandon-boardtimesaretoolong;thereareincreasinguserdemandsduetodemographics;increasingmentalandphysicalchangesintheneedsofusersduetodemographics.Seekmorecrossmunicipaltrips/increasedavailability.Safetyisagrowingconcern.
Servicequality:Keeptripsshortanddirectaspossible.Scheduleneedstoberealistic;needmoreaccuratepickup,travelanddropofftimeswithmoreaccuratenoticeofpickuptimes.Enablemorecustomer-orientedHandyDARTfeedback.Givemoreconsiderationtocustomerswhoareblindorpartiallysighted.
Reservationprocess:Changereservationwindowtoendofworkingday,thedaybefore.Sellticketsonweekendsandholidays.Ifarefusaloccurs,shouldbeallowedtohavetriprequestwaitlisted.LargerquantitiesofTaxiSaversshouldbeavailableonacase-by-casebasis,e.g.healthrequirements.Enableimprovedtripoptimizationsoftware/bookingsystemincludinganapp;ensurenewtechnologyisaccessible/useablebyalltypesofriders.
Driversandtaxis:HandyDARTvehiclesanddriverperformanceshouldbespotcheckedregularly,regardlessofwhoisprovidingtheservice(taxidrivers,contractorsorTransLinkdrivers).Taxisrepresentagreatopportunityforincreasingcapacity,responsiveness,timelinessandreducingdenials.However,theyarenotappropriateinallcases.ImprovetrainingforallHandyDARTstaff,includingtaxidrivers,withregardstocustomers’uniquesituations;andtheneedtobesensitive,understanding,helpful,andcompassionatefortheneedsofallkindsofclientstheyserve.
Registration/eligibility:Whowilldecideifclientcanusepublictransportationandtowhatextent?MoreaccountabilitydemandscanbeplacedonthereferringagentstomakesureHandyDARTisservingonlythosewhoneedit.HandyDARTshouldhavedetaileddisabilityinformationonallregisteredcustomers(unlessclientrefusesduetoprivacy).Thisinformationneedstobeprovidedtoalldriversincludingtaxis.BuildtraveltrainingforusersofHandyDARTintotheregistrationsystem;makeinformationaboutHandyDARTeasiertofind(web,brochures,socialmedia).CustomtransitregistrationshouldbeuniversalacrossCanada.Ifyouareeligibleinonesystem,youshouldbeautomaticallyeligibleinotherregions.
Servicedeliverysystem:BringHandyDARTin-house;usefundssavedtoimproveservicedelivery.Moredirectcommunicationwithclientuser;moretransparency;morecollaborationbetweenstakeholders.Employmorepeoplewithdisabilitiesastheywouldprovidemoreinsightintouserneeds.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 20
Operationalservices:Concernwithinsufficientinventorytomaintainservicelevels.Improvesafetyandaccesswithinvehicles;flatfloor/lowfloor.Enabledriverstoknowaboutanddeliveronpickup/dropoffsafetydetails(re:access,backdoordirections.Thecomplaintprocessshouldbeindependent.AppropriatetrackingandreportingbackshouldbetoTransLink,notaseparateprovider,toensuretheprocessiseffectiveandtransparent.
Question 7 - General Comments
Thefollowingaresomeofthemorespecificcommentsmadeattheworkshopsandviatheonlinesurvey.
ServiceAvailability/Accessibility
• HandyDARTisanessentialserviceandforsometheonlywaytogetaround.Thereforeneedstobeavailablemoreoftenasaregulartransitserviceespeciallygivendemographics.
• Keepingthecostoftripslowfortheindividualsisimportant.• ThecoststructureisabarriertoentryandTransLinkshouldconsidersubsidizingalarger
proportionofthecostastaxisarecheaperthanHandyDART.• Increasedrivers,staffandbusservice.Concernwithnotenoughhourstoprovidethelevelof
servicerequired.• HandyDARTneedstogrow.Weareconstantlywaitingforlatearrivalstothedayprogramand
latepickups.Delaysinpickingupfromasiteotherthanarider’shome(e.g.,seniorscentre)impactsthatcommunityagency(e.g.,staffstayslateuntilthepersonispickedup).Wedonotgetpaidforourovertime.Thedurationoftransporttimeforsomeofourclientsisunacceptable.
• Needmorehelpfordispatchers.• Safetyisaconcern:MakeservicesefficientandsafeforallkindsofHandyDARTridersandrider
abilities.Overallensureallpoliciesandservicesconsiderthespecificneedsofagingdemographics.Notedthatseniorswouldmore($3)pertriptoimprovetheirsafety.
• EnsuresafeandaccessibleparkingforHandyDARTusers.• Conventionalbusstopsshouldallbeaccessible.Peoplewithmobilitydevicesshouldnotbe
discriminatedagainst,andshouldbeabletogetoffandonatstopsoftheirchoosing,regardlessoftheaccessibilitylabel.
o TransLinkshouldcloselymonitorconventionalbusestomakesurepeoplewithdisabilitiesaren'tbeingpassedup.
• Candriversprovidepassestoriders?Orcanthepassbepurchasedthroughthemail?Someriders(e.g.blind,intellectualdisabilities)mustrelyontheassistanceofanotherpersontopickuptheirHandyDARTpassbecauseofaccessibilityissues(e.g.Cloverdalelocation).
• Reviewcatchmentzonesassomelocationsareunsafeandpeoplearewaitingtoolongattheseunsafelocations.
• Seekmorecrossmunicipaltrips/increasedavailability.Crossboundarytimesdon’tworkforsome.Increasednighttimetrips;mirrortransitavailability.
o E.g.,VerydifficultforelderlyandriderswithdevelopmentaldisabilitiestochangeHandyDARTsatregionalbordersandpossiblywaitanother20-30minutesateachexchange.Aseparateserviceforlongtripsshouldbeprovided,i.e.fromSurreytoVGHformedicaltesting.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 21
o Prioritizetripsformedicalappointments.E.g.,Chemoandrenal/dialysis,versusshopping.Peoplewhogotohospitalsonaregularbasisshouldbegroupedtogetherandseparatedfromothertrips.
• Morespontaneoustripplanningorbeingabletohopon/offatseveralstopswouldbeidealforsome(beingabletostopbyastoretopicksomethingup).Thisiswherethebusismoreconvenient.
• SpeedupCompassCardcompatibility;linkCompasscardandHandyDARTcardstogether–toomanycardsforuserswithorwithoutdisability.Scannerswouldbenicetoavoiddriversspendingmoretimehavingtocallin.
ServiceQuality
• Customerexperienceusingthesystemisveryimportantwhenprovidingaservice.Enhanceandimprovecustomerservice(lotsoffeedbackonthispoint).
• ManypeopleuseHandyDARTfordifferentreasons;therearelotsofvariablesthatwedidnotdiscusstoimprovethecustomerexperience.
• Considertheneedsofthepeoplewhoareblindorpartiallysighted–especiallybecauseseniors’visiondecreasesovertime.ClientswhoareblindorpartiallysightedneedtobetrainedtousepublictransportationbyacertifiedOrientation&MobilitySpecialist.Whowillprovidethistraining?CurrentlyprovidedbytheCNIB.
• Enablemorecustomer-orientedHandyDARTfeedback.• AddacurrentemployeeontheAdvisoryBoard.• Makeiteasierforcustomerstotravelwithasupportperson:
o Careaidpersonsshouldtoaccompanymentallychallengedriders;donotleavealltheneedstothedrivertomakesuretheridercangetinandoutofthebuildingorbeleftalone.Ifthedriverishelpingonepersontothedoorwhoistakingcareofthetruck.Escortsareimportant.Usemorevolunteerstohelp.
• Keeptripsshortanddirectaspossible.Anytimespentonthebusputsaclient’ssafetyinjeopardy.
o Scheduleneedstoberealistic;needmoreaccuratepickuptravelanddropofftimeswithmoreaccuratenoticeofpickuptimes.E.g.,Becauseofmanypick-upsanddropoffs,thetimetraveledontheHandyDARTcanbeupto2hoursonboardtherebymissing4pmmedsattimes.
o PhoninginthemorningswiththetimeexpectedisaproblemasHandyDARTisneverontimeandonlyagitatestheclientastheyaretolditwillbehereataspecifiedtime.
ReservationProcess
• Changereservationwindowtoendofworkingday,thedaybefore.Sellticketsonweekendsandholidays.
• Decrease7-daywindowandbookingbetween5–8pmwouldbeideal.Change1-weekcancellationprocess.Shouldbeabletocancelexactdates.
• Abilitytobookinadvanceforregulartripsoutsidedayprogram(e.g.WeeklybookingsforspecialOlympicsdoneforawholeseason,notcallingonceaweek).
• WhenHandyDARTcustomersrequestatrip,bookingagentslookatasearchwindowthatisanhouroneithersideoftherequestedtrippickup.Thisistoolarge,asusershavereasonsfornotbeingabletogosignificantlyearlierorlaterthantheyrequest,suchashealthconcernswhilewaitingincoldweather.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 22
• Ifarefusaloccursbecauseausercan’tleavesignificantlyearlierorlaterthantheyrequested,theyshouldbeallowedtohavetheirtriprequestwaitlisted.Currently,ifyouhave'refused'apotentialtrip,youcannotbewaitlistedforyourdesiredtrip.
• Userswhohaveappointmentsshouldbedroppedoffasclosetotheappointmenttimeaspossible.HandyDARTcurrentlyusesawindow,wheretheuserarrivesuptohalfanhourbeforetheirappointmenttime.Ifabuildingisnotopenthatearly,itputstheuserinabadposition.
• AusershouldbeinformedifataxiiscominginsteadofaHandyDARTbus.• Somepatientsliveclosetothehospitalandhaveshortertimesondialysis,buttheyhavetowait
untiltheHandyDARTrunfordialysispatientsinordertogohome.Theyshouldbeabletobooktheirownsubscriptiontrips,apartfromthedialysisruns.
• Amoretransparentprocessforsubscriptionsanduseofthewaitlistsneedstooccur.Somecallforsubscriptionsfortheirclients,andarereceivingalltheirridesonademand-basis,butcontinuetobewaitlistedformonths.
• Whensubscriptionsfordialysischange,thereissignificantlagtimetoamendthesubscription.Thereshouldbeamoretransparentprocess.
• LargerquantitiesofTaxiSaversshouldbeavailableonacase-by-casebasis,e.g.healthrequirements.
• Enableimprovedtripoptimizationsoftware/bookingsystem.o Checkautomatedsystems;giveswronginformation.Buildinaprocesssothatstaffcan
inputreal-timeinformationandon-the-groundrealities(e.g.,taxishaveabuttonthatsendsanupdateofarrivaltimewhentheyareclosetopickingup).
o Ensureallupdatedtechnologiesareaccessibletoallkindsofusers.o Acallbackqueuesystemshouldbeimplementedforbookingtrips.o Createanappforbookingandtrackingposition,arrivalinrealtime.Theapplication
wouldallowusertobooktheirtripsonline,andalsotrackthevehicleslocationanddriverinformation.
o Thiscouldremovetheneedfortheriderandcaregivertowaitforthe30minorlongerpickup.
o Onlinebookingisaveryimportanttool.Thiswouldreducetimespentonholdandwouldgivecareprovidersandhealthprovidersmoretimetocompletetheirintendedwork.
o StreamlinesHandyDARTtripplanning/pickupssothattimeiswellutilized.Wehaveseenseveralbussesarrivetopickuppeoplefromsamelocationthataregoinginthesamedirection.Needtomaximizethenumberofuser/passengerinonetripastotheirdestination.
DriversandTaxis
• HandyDARTvehiclesanddriverperformanceshouldbespotcheckedregularly,regardlessofwhoisprovidingtheservice(taxidrivers,contractorsorTransLinkdrivers).
• Taxisrepresentagreatopportunityforincreasingcapacity,responsivenessandtimeliness.However,rememberthattheyarenotappropriateinallcases.
• FuturegrowthforHandyDARTandexperiencebefore,duringandafteratripcanallbeimprovedbyincreasinguseofTaxiSavers,useoftaxisinHandyDART,andanincentivizedanduniversallyaccessibleconventionalpublictransit.
• SomeTaxidriversandHandyDARTdrivershavebeenseentobelesscaring/understandingorhelpfultowardsusers.Thegoalshouldbetodeliverquality,meaningfulandsafeservicetoall
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 23
clientusergroupsincludinghowclientsarespokento,treated,handledto/fromclient’slocations/homes(especiallyinpoorweatherconditions).
o Overallcomment:donotusetaxis,butifneeded,thennotonafull-timebasis;emergencyonly.
o Somecommentsontheneedtoincreasetheuseoftaxistoallowmorespontaneoustrips,reducingwaittimesandremovesdenials.Howeverconcernthatuntrainedtaxisposeadangerfortheriderastheydonotunderstandtheneedsoftherider.
o Considerputtingcontractsinplacewithtaxisforimprovedqualityofoverflowservice.• ImprovetrainingforallHandyDARTstaff,includingtaxidrivers,withregardstocustomers’
uniquesituations;andtheneedtobesensitive,understanding,andcompassionatefortheneedsofhighbehaviourorlowcommunicationclientstheyserve.
o Alldriversshouldbetrainedtoprovidedoortodoorservice(especiallyinextremeweatherperiods;e.g.,appropriatedropoffsandassistanceinicyconditions).
Registration/eligibility
• Askingpeopletousepublictransportationforpartoftrip;whowilldecideifclientcanusepublictransportation&towhatextent?
o MoreaccountabilitydemandscanbeplacedonthereferringagentstomakesureHandyDARTisservingonlythosewhoneedit.
o Doctorsshouldcontinuetoberesponsiblefordecidingwhoneedstheservice,notTransLinkstaff.
o Itisnoteasytoassessifsomeoneiscapableofconventionalpublictransit.SomeonewhoappearstobecapableoftakingtheSkyTrain,doesnotmeantheycancrossbusystreets,andnavigatethetransitsystem.
o AsacertifiedorientationandmobilityspecialistwiththeCNIB,Iteachpeoplewhoareblindorpartiallysightedtotravelsafely.Oftentheirdisabilityiscoupledwithbraininjury,dementia,diabetes,COPD,andotherconditionswhichpreventthemfromtravellingindependentlywithoutHandyDART.Whenunaccompaniedtheseindividualsareoftenatriskoffalls,fatigueanddisorientation.
• HandyDARTshouldhavedetaileddisabilityinformationonallregisteredcustomers(unlessclientrefusesduetoprivacy).Thisinformationneedstobeprovidedtotaxidriverswhenused.Thisisespeciallyimportantforclientswhoareblindorpartiallysightedtoensurethattherearenomissedpickups.
• BuildtraveltrainingforusersofHandyDARTintotheregistrationsystem–forbothHandyDARTandconventionaltransitsystemuse.Acertifiedorientationandmobilityinstructoristheonlypersonwhoshouldbeteachingindependenttravelskillstoapersonwithsightloss.
• Applicationprocessisnoteasytofindorunderstand.Also,needmoreinformationonhowHandyDARTworks.
• CustomtransitregistrationshouldbeuniversalacrossCanada.Ifyouareeligibleinonesystem,youshouldbeautomaticallyeligibleinotherregions.
• Withthecurrentapplicationprocess,socialworkersarehesitanttoindicatethatapatientrequiresanattendant,asitmeansthatthereisonelesspotentialseatforsomeonewhoneedsdialysis;howevertheattendantisoftennecessaryfortravelbetweentheaccessibledoorandthedialysisunit,ortonavigateterrainwithamanualwheelchair.
• Asaparentwithachildeligibleforservice,Ifoundtheapplicationprocessexceedinglydifficult,confusing,redundantandarbitrary.Thereisatremendousopportunitytostreamlinetheprocess.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 24
• Concernwithdementia/disorientationbeinglowpriorityforHandyDART;theseconditionscanleadtolossofdriverslicense;thesepeoplestillneedtogetoutforcoffee/socialeventsforwellbeing(especiallythoselivinginruralareas).Eveniftheyhaveacaregiver,ifthatistheonlydriver,thiscanleadtocaregiverburnout;HandyDARThelpsreducethestressesoftheconventionaltransitforuserswithcognitivedisabilities.
• Someseniorsusetheservicemoreinthewinter;theprocesstore-activateiscumbersometosome,whentheyaredeemedinactiveforaperiodoftime.
• Revisitthesuspensionrulefornoshowpassengers.Itneedstohaveconsiderationsoftheneedsofthepassenger’sabilities.
ServiceDeliveryModel
• Positivecommentsandcongratulationsnoted:o Forprovidingsuchanessentialandenablingservice.Transportationissuchakey
componenttocommunityaccessibility,wellbeingandhealth.Theserviceneedstokeepupwithincreasingdemand.
o HandyDARTissoimportanttothosewhocannottakeothermeansofpublictransportation.Ithasbeenaveryimportantbenefitforthelifeofourwholefamily,makingourson'sgrowthintoadulthoodeasier,andgivinghimmoreindependence.
• Moveawayfromafor-profitbusinessandmoveHandyDARTbackin-house.• MakeHandyDARTastand-alonedepartment;lessfractured.Thisputscontrolbackintothe
deliveryofthesystem.Ifcontractedout,givefullsuccessorrightstoemployeesandunioncertification.
• Increasetransparencywiththepublicandconsiderpublicpeerreviewreports.ImprovecollaborationbetweenHandyDARTandcustomersandstaffforfindingsolutionstodaytodayproblems.SeekanopportunitytobrainstormideasforfindingandofferingsolutionstosomeofthechallengeswithHandyDART.
• Improvetheabilityforauser/clienttoconversedirectlywithsupervisor/managerifdesired.• TransLinkshouldemploymorepeoplewithdisabilitiesastheywouldprovidemoreinsightinto
userneeds.
Operational–DaytoDayClientServices
• Ensuresometrucksarealwaysavailableforemergencypurposes• Concernwithinsufficientinventorytomaintainservicelevels.• Considerseatbeltsforthebus.Handsanitizersforbusdrivers.• Improvesafetyandaccesswithinvehicles;flatfloor/lowfloor.• HandyDARTvehiclesshouldbelowfloor.• Considerothertypesofvehiclesbeyondasedan.• NeedasectiononthemobiledataterminalthatcanbeaccessedandchangedbyDispatchas
needed(re:access,backdoordirections)• Complaintsandfeedback
o Needtobemoreanonymousandnotreflectedbackonthecustomer.Manypeoplereluctanttocomplain.
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 25
o Thecomplaintprocessshouldbeindependent.AppropriatetrackingandreportingbackshouldbetoTransLink,notaseparateprovider,toensuretheprocessiseffectiveandtransparent.
APPENDIXA:DEMOGRAPHICS
Participantsweregiventheoptiontoprovidedemographicdataforboththeonlineandpapersurveyquestions.Participantswereaskedtoidentifytheirage,municipalityofresidenceandstakeholdergroupfromalistofcategories.Intotal,112of132onlinesurveyrespondentsand19of23papersurveyrespondentsprovideddemographicdata.
Which age group do you belong to?
2 11
2 21
2
51
2
1716
21
41
14
1
0
5
10
15
20
25
30
35
40
45
50
Under19 19-24 25-34 35-44 45-54 55-64 65andover
Totalnum
bero
frespo
nden
ts
Coquitlam Vancouver MVT OnlineSurvey Other
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 26
Select the municipality you live in.
3
1
1
1
2
1
1
2
2
1
1
8
6
2
1
2
11
2
7
9
2
5
2
10
10
29
3
1
0 5 10 15 20 25 30 35
Abbotsford
Burnaby
Coquitlam
Delta
Langley
LangleyCity
LangleyTownship
MapleRidge
NewWestminster
NorthVancouverCity
NorthVancouverDistrict
PittMeadows
PortCoquitlam
PortMoody
Richmond
Surrey
Vancouver
Other
Coquitlam Vancouver MVT OnlineSurvey Other
TransLinkCustomTransitServiceDeliveryReview–BroaderStakeholderEngagement-SummaryReport 27
Which stakeholder category best describes you?
1 2 11
2 1
18
14
49
40
4
1
1
0
10
20
30
40
50
60
HandyDARTcustomer Advocateorcaregiver(notaHandyDART
customer)
Serviceproviderorhealthauthorityrepresentative
Municipalrepresentative
HandyDARTstaffrepresentative
Totalnum
bero
frespo
nden
ts
Coquitlam Vancouver MVT OnlineSurvey Other