Governor S Oklahoma United We Ride Council

Governor’s Oklahoma United We Ride Council

Council Activities January 2017 – December 2017 and Recommendations for Coordination of Community Transportation for Elderly, Disabled, and Low-Income Oklahomans Report Submitted January 1, 2018

For questions about information contained in this report or to contact the Governor’s Oklahoma United We Ride Council, please contact: Transportation Resources Coordinator Oklahoma Department of Rehabilitation Services 3535 N.W. 58th Street, Suite 500 Oklahoma City, Oklahoma 73112

(405)951-3400 | [email protected] http://www.ok.gov/unitedweride/index | www.myride.ok.gov

Empower Oklahomans With Disabilities Vision Statement Our vision is a barrier-free transportation system that supports and meets the needs of all Oklahomans.

Mission Statement The Council shall assess passenger transportation services in Oklahoma in order to maximize their availability, efficiency, and quality and make recommendations to the Governor.

Graphic: Seal of the State of Oklahoma Mary Fallin Governor EXECUTIVE DEPARTMENT EXECUTIVE ORDER 2015-11

3 Human service transportation and transit services (hereinafter referred to as “passenger transportation services”) are critical to the well-being of our citizens and the economic health of our State. Without dependable transportation, Oklahomans cannot get to work, to school, or to their health care providers. For certain segments of the population, including those who cannot drive and those who cannot afford a car, the absence of reliable transportation only exacerbates social and economic isolation. This, in turn, hurts all of Oklahoma.

That is why I, Mary Fallin, Governor of the State of Oklahoma, by the authority vested in me pursuant to Sections 1 and 2 of Article VI of the Oklahoma Constitution, hereby establish the Governor’s Oklahoma United We Ride Council.

The purpose of the Council shall be to comprehensively assess passenger transportation services in Oklahoma in order to maximize their availability, efficiency, and quality. The Council shall evaluate existing State and federal funding programs and other resources; identify and devise pragmatic means to eliminate service gaps and barriers to access; and develop recommendations to improve coordination among passenger transportation providers. The Council shall include, in its assessment, State agencies that provide passenger transportation services, and shall review interagency agreements regarding such services and recommend the consolidation or restructuring of inefficient or duplicative programs. All State agencies shall cooperate with the Council in implementing its recommendations, as well as the provisions of this Order, more broadly.

The Council shall be composed of the following State officials, and will include the successors in office or function, when applicable:

1. Director of the Oklahoma Department of Commerce or his or her designee; 2. Director of the Oklahoma Department of Rehabilitation Services or his or her designee; 3. Commissioner of Health or his or her designee; 4. Director of the Oklahoma Department of Human Services or his or her designee; 5. Commissioner of the Oklahoma Department of Mental Health and Substance Abuse Services or his or her designee; 6. Director of the Oklahoma Department of Veterans Affairs or his or her designee; 7. Director of the Oklahoma Department of Transportation or his or her designee; 8. Director of the Oklahoma Office of Disability Concerns or his or her designee; 9. Chief Executive Officer of the Oklahoma Health Care Authority or his or her designee; 10. Director of the Oklahoma Employment Security Commission or his or her designee; 11. State Superintendent of Public Instruction or his or her designee; and 12. Native American Liaison or his or her designee.

The Council shall elect a chair and vice chair from its membership. It shall report to the Governor regarding its progress and status on January 1, 2016 and annually thereafter.

The Council shall appoint an Advisory Committee, composed of the following individuals, to assist the Council in evaluating Oklahoma’s passenger transportation services and formulating recommendations for their improvement: Two (2) members representing the transportation- disadvantaged population; three (3) members representing transportation providers; two (2) members representing transportation-disadvantaged organizations; and three (3) members representing community government organizations. Members of the Advisory Committee shall serve at the pleasure of the Council for a three-year term beginning upon appointment, and may be reappointed at the discretion of the Council. Each Advisory Committee member shall continue to serve until a new appointment has been made for his or her position.

The Council and the Advisory Committee shall meet at such times and places as the Council deems appropriate. Council and Advisory Committee members shall serve without compensation, but members employed by a State agency shall be reimbursed travel expenses related to their service on the Council or Advisory Committee by their employing agency, as provided for by State law. Remaining members of the Council and Advisory Committee shall be reimbursed for travel expenses related to their service pursuant to this Order as authorized by the Department of Rehabilitation Services, and in accordance with the State law. Administrative support for the Council and Advisory Committee, including, but not limited to, personnel necessary to ensure the proper performance of the Council’s and Advisory Committee’s duties and responsibilities, and the design and maintenance of the Council’s MyRide Mobility application, shall be provided by the Oklahoma Department of Rehabilitation Services.

This Executive Order shall be distributed to the Oklahoma Department of Rehabilitation Services, which shall cause the provisions of this Order to be implemented.

IN WITNESS WHEREOF, I have hereunto set my hand and caused the Great Seal of the State of Oklahoma to be affixed at Oklahoma City, Oklahoma, this 2nd day of March, 2015.

BY THE GOVERNOR OF THE STATE OF OKLAHOMA

MARY FALLIN (Signature)

ATTEST:

Chris Benge (Signature) SECRETARY OF STATE

EMBOSSED WITH GREAT SEAL OF THE STATE OF OKLAHOMA

Governor’s Oklahoma United We Ride Council Members State Agency Directors/Members  Noel Tyler Oklahoma Dept. of Rehabilitation Services (OKDRS)  Supt. Joy Hofmeister Oklahoma State Dept. of Education (OSDE)

5  Preston Doerflinger, Interim Oklahoma State Department of Health (OSDH)  Becky Pasternik-Ikard Oklahoma Health Care Authority (OHCA)  Ed Lake Oklahoma Dept. of Human Services (OKDHS)  Doug MacMillan Oklahoma Office of Disability Concerns (ODC)  Richard McPherson Oklahoma Employment Security Commission (OESC)  General Myles Deering Oklahoma Dept. of Veterans Affairs (ODVA)  Deby Snodgrass Oklahoma Dept. of Commerce (ODOC)  Mike Patterson Oklahoma Dept. of Transportation (ODOT)  Terri L. White Oklahoma Dept. of Mental Health and Substance Abuse Services (ODMHSAS)  Chris Benge Native American Liaison Designees for Members

. Council Coordinator OKDRS

. Tina Spence OSDE . Marisa New OSDH . Gertrude Hurd-Bowler OHCA . Mark L. Jones OKDHS . Jacob Hill ODC . Emma Woodford OESC . Shane Faulkner ODVA . Marshall Vogts ODOC . Ernie Mbroh ODOT . Amanda Burnside ODMHSAS . Brian Hendrix Native American Liaison Council Officers . Emma Woodford, Council Chair . Shane Faulkner, Council Vice Chair

Committee Heads . Marshall Vogts, Availability Committee . Shane Faulkner, Efficiency Committee . Mark L. Jones, Quality Committee

Advisory Committee Members by Category

. Transportation Disadvantaged Janice Oak

Vacancy—

. Transportation Providers

LogistiCare Solutions Mike Van Pelt

KiBois Area Transit System Charla Sloan

EMBARK Jason Ferbrache / Marilyn Dillon

. Transportation Disadvantaged Organizations

Progressive Independence Jeff L. Hughes / Hailey Mathis

OKC Mayor’s Committee on Disability Concerns Pam Henry / Sidna Madden

. Community Government Organizations

Association of Central Oklahoma Governments (ACOG) John Sharp / Shelby Templin

Indian Nations Council of Governments (INCOG) Viplav Putta / Patricia Dinoa

Grand Gateway Economic Development District (GGEDD) Kendra McGeady

Meeting Schedules

7 The Governor’s Oklahoma United We Ride Council (Council) is in compliance with the Open Meeting Act. The full year meeting schedule is posted to the website of the Secretary of State by each December 15th for the following year. This meeting schedule is also posted to the Council’s website. Meeting agendas are posted on the Council’s website and at the meeting location at least 24 hours in advance of meetings. Agendas for special meetings are posted to the same locations at least 48 hours prior to meeting.

2017 Annual Report Governor’s Oklahoma United We Ride Council Council Activities January 2017-December 2017

The Governor’s Oklahoma United We Ride Council (Council) serves at the pleasure of Governor Mary Fallin pursuant to Executive Order 2015-11. This report summarizes Council activities occurring since the 2016 Annual Report to the Governor. This report also contains recommendations to supplement those offered in Human Services Transportation in Oklahoma: Recommendations for Coordination of Community Transportation for Elderly, Disabled, and Low-income Oklahomans (Governor’s Oklahoma United We Ride Council, 2012). During the 2017 calendar year, Council staff attended, exhibited, or presented at the following outreach events for the purpose of advocating for better coordination of public transportation to serve Oklahoma’s transportation disadvantaged and marketing the MyRide—Statewide website:

. January 11, 2017 Workforce Development Meeting, Atoka, Oklahoma

. March 28, 2017 People with Disabilities Awareness Day, Okla. State Capitol, Oklahoma City . April 25, 2017 Rides to Wellness Collaborative Meeting, Oklahoma Dept. of Transportation, Oklahoma City

. May 10, 2017 Dept. of Rehabilitation Services Workforce Initiatives Meeting, Oklahoma City

. September 14, 2017 Rides to Wellness Collaborative—Oklahoma Health Care Access Design Challenge meeting, Oklahoma City

. October 11, 2017 National Disability Employee Awareness Month Celebration by Federal Aviation Administration, Oklahoma City

Coordinating Community Transportation Human Services Transportation in Oklahoma: Recommendations for Coordination of Community Transportation for Elderly, Disabled, and Low-income Oklahomans recommended that “…the Governor issue a directive (Executive Order) mandating community transportation coordination and funding for the establishment of The Oklahoma Mobility Management Network (Network) –a Statewide Mobility Manager; creation and maintenance of a Network Website and Database through which the Network would be managed (Governor’s Oklahoma United We Ride Council, 2012, p. 3).” MyRide--Statewide In the absence of a directive, the Council moved forward to create MyRide—Statewide, the only One-Call/One-Click Clearinghouse of Public Transportation Resources for locating rides throughout the entire state of Oklahoma. This accomplished the intentions of proposed Network. Throughout Oklahoma’s 77 counties, people are looking for rides to medical appointments, work, school, and other places within their communities or across the state. MyRide’s database is populated with all known public transportation resources in Oklahoma and is maintained by the Department of Rehabilitation Services as determined by Governor’s Executive Order 2015- 11. MyRide was made possible through a contract between the Oklahoma Department of Rehabilitation Services (OKDRS) and Oklahoma Interactive (OI). OI developed the interactive web application (app) at no cost to OKDRS or the Council because MyRide provides a much- needed free service to Oklahomans. MyRide is a One-Click web application accessible to anyone with a computer and internet access by visiting www.myride.ok.gov. Those without internet access may dial 844-OKMyRide (844-656-9743) to obtain the same information through the One-Call toll-free hotline. DRS contracts with HeartLine to answer the hotline 24 hours per day, seven days per week.

9 In the one-year period ending September 30, 2017, there were 12,864 searches on the MyRide website. This is an average of 1,072 searches per month.

 HeartLine received 617 incoming hotline calls in that 12-month timeframe.

 The average time it took Heartline to answer an incoming call was 4 minutes which included hold time and the 45-seconds a caller listens to an introductory announcement explaining the purpose of MyRide. The announcement states that MyRide cannot schedule a ride or pay for rides but it is a resource to help callers locate rides in their town and county.

 Of the 617 incoming calls (an average of 51 per month), Heartline actually served 477 callers (an average 40 per month) when they stayed on the line beyond the introductory announcement.

 HeartLine Call Center Specialists served callers for an average 5 minutes per call.

 The 477 callers served through the hotline were reflected in the number of total visits to the website and accounts for less than 4 percent of website visitors. A “How to Use the MyRide Website” instructional video (Oklahoma Department of Rehabilitation Services—Communications Office, May, 2016) was produced in collaboration with the Council and OKDRS. YouTube data (https://www.youtube.com/watch?v=ZE8FRQPW01Q&feature=youtu.be) indicates that on September 30, 2017, there had been 830 viewings since the video was published in May, 2016. This is an average of 49 views per month. The video and written transcripts are accessible from the main MyRide homepage at www.MyRide.ok.gov and on the Council’s website at https://www.ok.gov/unitedweride/. MyRide—Statewide has evolved into a much-used resource for Oklahomans to find transportation throughout the state. The momentum is gaining for the creation of a fully- integrated statewide Oklahoma Mobility Management Network (Network); the Network would go beyond MyRide’s function as a clearinghouse of public transportation resources. Through such a network portal all human resources transportation could be scheduled and paid. The Council’s hope has long been that state agencies and stakeholders will collaborate and share costs to fund MyRide’s expansion into the portal through which all rides for transportation disadvantaged and the general public can be scheduled. Prior to the creation of MyRide, the Oklahoma Department of Transportation (ODOT) and the Governor’s Oklahoma United We Ride Council (Council) collaborated on a transportation survey that would identify transportation barriers and suggest strategies to better coordinate community transportation. ODOT published its strategies in Oklahoma Locally Coordinated Public Transit / Human Service Transportation Plan (Plan) (Oklahoma Department of Transportation, 2012). ODOT’s significant strategy suggested in the Plan is the need to identify a lead agency to serve as a Mobility Manager. The Plan says, “The implementation of a mobility manager service at the state level may require significant time and resources to implement. In the interim it would be prudent to develop a template that is functional at the regional level (ODOT Plan, 2012, p. 47). Veterans’ Ride Connect The Indian Nations Council of Governments (INCOG) embraced the regional model of mobility management and moved forward with two projects in 2011: the Regional Mobility Center (RMC), now called Tulsa Transportation Resource Center (http://tulsatrc.org/) is an internet application and the Oklahoma Veterans Access (OKVA) Transit Project which was funded by Veterans Transportation and Community Living Initiative (VTCLI) grants. The OKVA Transit Project has evolved into Veterans’ Ride Connect. “Veterans’ Ride Connect is the first-ever mobility management center in Oklahoma. This ground-breaking agency is the first of its kind with the six founding transit providers working together to provide transportation services to veterans in more than 25 counties. The transit providers who make up the Veterans’ Ride Connect consortium include Pelivan Transit, KI BOIS Area Transit (KATS), Cimarron Public Transit System, Morton Comprehensive Health Services, Muskogee County Transit Authority and Muscogee (Creek) Nation. All transits are invited to join Veterans’ Ride Connect in this noble endeavor (Lisa Boren, Veterans’ Ride Connect Mobility Manager, Media Release, Big Cabin, OK, 10-25-17). According to its website, “Veterans’ Ride Connect is a cooperative agency of transit providers working together to get veterans where they need to go. The consortium provides services throughout more than 25 counties, including Adair, Cherokee, Craig, Creek, Delaware, Haskell, Hughes, Kay, Latimer, Le Flore, Mayes, McIntosh, Muskogee, Nowata, Okfuskee, Okmulgee, Osage, Ottawa, Pawnee, Pittsburg, Rogers, part of Seminole, Sequoyah, Tulsa, Wagoner and Washington http://www.veteransrideconnect.org/News-Event/ArticleID/472/Veterans-39-Ride- Connect-Press-Release, referenced on 11-3-17).” This model is the type of successful regional model the ODOT Plan encouraged, and about which was said, “Once a successful model has been established a review of the service would occur to determine what aspects of the service operation would be applicable to statewide service (ODOT Plan, 2012, p. 47).” Rides to Wellness Oklahoma Initiative The Rides to Wellness Oklahoma Initiative is following this model. “The project community is an informally defined, multi-county region, broad-based coalition consisting of member partners of the Rides to Wellness Oklahoma Initiative. The Initiative started in April of 2015 and is currently 90 member partners strong, representing hospitals, clinics, state departments, health departments, users, and social service agencies who serve 40 rural Oklahoma counties. The community performs outreach and education, seeking new member partners to act as stakeholders to seek solutions for transportation disadvantaged (Corff, Laura, United Community Action Program, Ponca City, OK).” This project is working toward being awarded Rides to Wellness Demonstration and Innovative Coordinated Access and Mobility Grants pilot program funding through the Federal Transit Administration. Regional Transit for Central Oklahoma Passage of House Bill 2480 was the impetus for a Regional Transit Authority (RTA) which would allow local cities to ask voters for additional property or sales taxes for a light rail or other public transit projects. The Association of Central Oklahoma Governments (ACOG) is leading this effort. Mayors of Del City, Edmond, Midwest City, Moore and Norman, have signed a Memorandum of Understanding with ACOG on the commitment of staff and financial resources needed to create a Regional Transit Authority Task Force for the purpose of developing a Regional Transit Authority (RTA) pursuant to Oklahoma Statutes as amended by House Bill 2480 in May, 2014, with effective date November 1, 2014.

11 House Bill 2480 is an Act relating to revenue and taxation which relates to regional economic development and transportation authorities. This law will be beneficial for expanding and coordinating transportation in communities by encouraging communities to create transportation authorities (described in the law). Ultimately these authorities may call for special elections for the purpose of allowing voters to vote on sales tax levies to fund a defined “transportation project or system.” With federal and state funding for public transportation being uncertain, the RTA may very well be the model to follow as other communities explore new creative funding streams and devise better ways to coordinate community transportation across Oklahoma. Role of Governor’s Oklahoma United We Ride Council and MyRide The Council has come to be known as a major advocate for coordinated community transportation throughout the State of Oklahoma. The Council collaborates with public transportation providers, the Alliance for Public Transportation, Oklahoma Transit Association, the Association of Central Oklahoma Governments, and regional Councils of Government (COGs) to advise in development of transportation planning and support implementation of solutions to Oklahoma’s transportation problems. Regionally and nationally the Council has benefited from its affiliation with SouthWest Transit Association (SWTA), Community Transportation Association of America (CTAA), and the National Center for Mobility Management (NCMM) –the organization that selected the Council to receive specialized training to develop MyRide into a One-Call/One-Click service. The Governor’s Oklahoma United We Ride Council and MyRide are viewed by those organizations as vehicles that will improve mobility for transportation disadvantaged Oklahomans. State agency members and advisors bring a vast range of knowledge and expertise to the Council. Each has insight into how transportation barriers impact their particular clients and those for whom they advocate. Some individuals or entities not formally named in the Executive Order, or selected to serve as advisors to the Council, have been instrumental as partners of the Council and shared their concerns about improving transportation in Oklahoma. Oklahoma Works is a current partner of the Council. Oklahoma Works is designed to increase the wealth of all Oklahomans through facilitating quality employment for workers and ready availability of highly skilled talent for business and industries. Oklahoma Works’ strategic priorities are coordinated by the Governor’s Council for Workforce and Economic Development. Under Strategic Action Plan, Objective 1: Align and Connect, Strategy 3 is Transportation Services which states the following: “Transportation is a common challenge among rural and urban Oklahomans, and addressing this challenge is fundamental to connecting education, training, and work opportunities with those who need them most. By better aligning existing transportation services among state programs and the private and non-profit sectors, more Oklahomans will have access to education, training, work, and services that support entering and remaining in the workforce (Oklahoma Works: Strategic Delivery Plan, 2017, p. 16). Under this strategy, United We Ride (the Council) provides expertise in transportation system components, barriers and best practices. Related to the Workforce Innovation and Opportunity Act (WIOA) State Plan for The State of Oklahoma, OKDRS has committed to utilizing strategies to overcome identified barriers relating to equitable access to and participation of individuals with disabilities in the State VR Services Program and the State Supported Employment Services Program (section 8C1): “Inadequate transportation and lack of information about existing transportation are identified barriers to individuals with disabilities traveling to and from VR Services, and accessing training, education, and employment through Supported Employment Services.  The Governor’s Oklahoma United We Ride (UWR) Council will continue to maintain the MyRide—Statewide website to remove the “lack of information” obstacle to employment.  UWR will partner with other state programs, regions, and the Council for Workforce and Economic Development—Align and Connect to resolve the “inadequate transportation” barrier with strategies to improve quality, efficiency, and availability of transportation services to help individuals find and keep employment (WIOA State Plan for the State of Oklahoma, p. 288-289).” The Governor’s Oklahoma United We Ride Council will continue to provide marketing and outreach to educate the public and other agencies about MyRide—Statewide and will continue to partner with others interested in finding solutions to transportation barriers.

FY’17 Expenditures and FY’18 Projected Expenditures Annual Reports of the Council for 2015 and 2016 showed concern for revenue to sustain future efforts of the Council. Currently the Oklahoma Department of Rehabilitation Services pays for one staff to coordinate activities of the Council; additionally the agency pays for the toll-free hotline to take MyRide calls. Other expenditures are paid through the Council’s diminishing budget. The remaining 11 state agency members named to the Council were unable to allocate funding to the Council, due to increasing budget constraints and the inability to justify supporting the Council since it is not a mission critical function of any agency. Without new funding, the Council will lose its effectiveness and momentum toward achieving its vision. Strong mandates should be put into place to require state agencies that provide transportation for clients to contribute funds to support the Council’s efforts. Despite the state’s budget shortfalls, all member agencies should work collaboratively on human services transportation solutions. Streamlining processes for purchasing client transportation has the potential to decrease costs for all agencies purchasing those services. Without new funding, the Council can expect to exhaust its funds in fiscal year 2019. For FY’17 the Council reduced its budget and focused spending on the cost of HeartLine Call-Center services, mileage reimbursement for marketing and outreach efforts (which has greatly reduced in the past two years), and membership in two transportation associations. The Council has approved an FY’18 budget of only $5,334 based off FY’17 spending.

13 FY’17 Expenditures 14,797.6 Beginning Balance FY17 3

Bud Ref 17 Expenditures: 1,750.0 Heartline Inc (7 mos Jul - Jan) 0

Irene Martin Travel Claim 124.10

Glenda Farnum 20.00

F South West Transit Association 250.00 Y’ Indirect Cost (on FY16 Exp pd in FY17) 47.03 17 Ex Indirect Cost on FY17 Exp 212.26 (2,403.3 pe Subtotal FY17 Expenditures thru 2/28/17 9) nd itu Heartline Inc (1 mo June) 250.00 (20.00 re Glenda Farnum ) s FY Subtotal FY17 Paid Mar 1 - Apr 6 (230.00) 17 Estimated Bud Ref 17 Expenditures Remaining: 1,000.0 Heartline Inc (4 mos Mar - Jun) 0

Membership Community Transportation Assoc 500.00

Indirect Cost (4 mos Mar - June) 171.27

Subtotal Est Remaining FY17 Expenditures (1,671.27)

Estimated Ending Balance FY17 10,492.97

FY ’18 Projected Expenditures Beginning Balance 7/1/17 (FY'18) $ 10,493 Travel/Mileage Reimbursements for Outreach/Marketing 1,000.00

Membership SW Transit Assoc 250.00

Membership CTAA Transit Assoc 500.00

Heartline Inc (Call-Center Services 0-150 calls/mo) 3,000.00

Subtotal FY18 planned expenditures 4,750.00

Indirect Cost FY18 (@ 12.3%) 584.25

Total FY18 planned expenditures 5,334.25

Fulfilling Directives of the Executive Order

The Executive Order restructured the Council, necessitating the selection of new advisors, re- writing the Bylaws, and updating the Strategic Action Plan according to the directive.

15 The Council worked with a facilitator to revise these documents which appear below. After the approval of the Strategic Action Plan 2016-2017, work began on drafting recommendations to include in this 2017 Annual Report.

Bylaws Governor’s Oklahoma United We Ride Council Adopted July 23, 2015 Article I: Organization The Oklahoma United We Ride Council (the Council) was created by Governor’s Executive Order 2006-20 which was signed on October 18, 2006. The Order was renewed August 21, 2008, in Executive Order 2008-31. Governor’s Executive Order 2011-10, signed April 18, 2011, continued the Council. Executive Order 2015-11, signed March 2, 2015, established, and changed the structure of, the Council. Article II: Purpose The Council is established for the following purposes:  Comprehensively assess passenger transportation services in Oklahoma in order to maximize their availability, efficiency, and quality;  Evaluate existing State and Federal funding programs and other resources; identify and devise pragmatic means to eliminate service gaps and barriers to access; and develop recommendations to improve coordination among passenger transportation services.  The Council shall include, in its assessment, State agencies that provide passenger transportation services, and shall review interagency agreements regarding such services and recommend the consolidation or restructuring of inefficient or duplicative programs. Article III: Reporting The Council shall report to the Governor regarding its progress and status on January 1, 2016 and annually thereafter. Article IV: Membership of the Council IV.1 Council Members The twelve (12) member Council shall include the officials of 11 designated State agencies and the Native American Liaison or their designees, and will include the successors in office or function, when applicable. Advisory Committee Members A ten (10) member Advisory Committee selected by the Council will be composed of individuals representing the transportation-disadvantaged population; transportation providers; transportation-disadvantaged organizations; and community government organizations. IV.2 Terms of Advisory Committee Members Members of the Advisory Committee shall serve at the pleasure of the Council for a three-year term beginning upon appointment, and may be reappointed at the discretion of the Council. Each Advisory Committee member shall continue to serve until a new appointment has been made for his or her position. IV.3 Compensation Council Members and Advisory Committee members shall serve without compensation. Members employed by a State agency shall be reimbursed travel expenses related to their service on the Council or Advisory Committee by their employing agency, as provided for by State law. Remaining members of the Council or Advisory Committee shall be reimbursed for travel expenses related to their service pursuant to this Order as authorized by the Department of Rehabilitation Services, and in accordance with the State law. Article V: Officers of the Council V. 1 Officers and Terms of Office The Council shall elect a chair and vice chair from its membership or designees. The term of each office shall be two years. Officers may serve up to three consecutive terms. V. 2 Election of Officers and Operating Year The Council’s operating year shall begin in July. Officers will be elected by majority vote every other year at the Council’s first meeting of the operating year. V. 3 Responsibilities of the Officers The Chair, or in the event of his/her absence, the Vice Chair, shall preside at all meetings of the Council; but neither shall be deprived of their right to vote. In the event that both the Chair and the Vice Chair are absent and a quorum is established, a representative of the Department of Rehabilitation Services shall preside. The Chair or Vice Chair shall have other powers and perform other duties voted by the Council, as may be necessary or convenient for carrying out the business of the Council. V. 4 Vacancies If an officer vacates an office for any reason, the Chair (or Vice Chair if the vacancy is the Chair) shall declare the vacancy at the next regularly scheduled meeting of the Council. Such vacancies can be filled at the meeting at which the vacancy is declared or they can wait until the next regularly scheduled round of officer elections. V. 5 Removal of Officers Members, by a two-thirds (2/3) vote of those present, may remove an officer. Article VI: Meetings of the Council VI. 1 Public Meetings The Council shall operate in accordance with the Oklahoma Open Meeting Act.  Regular Meetings. The Council shall establish a schedule of regular meetings at such times and places as it deems necessary.  Special Meetings. The Council may hold special meetings as the need arises.  Meeting Notice. Advance public notice of the date, time and place of all regularly scheduled and special meetings of the Council shall be provided.  Agenda. Agenda of all items of business to be transacted at a regularly scheduled or special meeting of the Council shall be published in advance.  Public Participation at Meetings. Any person is welcome to attend all meetings of the Council, excluding Executive sessions, and will be permitted to address the Council under direction from the Chair. VI. 2 Quorum In order to conduct any official Council business, a quorum must be present. A majority of the sitting membership constitutes a quorum of the Council.

17 Article VII: Voting Each of the 12 Council members is entitled to vote, and must be present to vote. In the absence of the State Member, the designee may cast a vote. The vote of each member or designee shall be publicly cast and recorded. Article VIII: Written Minutes Written proceedings of all meetings of the Council shall be made and kept by a designee provided by the Department of Rehabilitation Services. These minutes will clearly show those members present and absent, all matters considered by the Council, and all actions taken by Council members. The minutes of each meeting shall be open to the public for inspection. Article IX: Committees Council members shall establish such standing committees as are deemed necessary or convenient for carrying out the business of the Council. The Chair shall appoint standing committees. The Chair may establish ad-hoc committees, as needed, and subject to approval by the Council. Ad-hoc committee members may be Council members and Advisory Committee members. Non- members, because of their special expertise or association with particular issues, may be appointed subject to Council approval. The Chair of each ad-hoc committee must be a member of the Council. Article X: Amendments These bylaws may be amended by the affirmative vote of two-thirds (2/3) of Council members present at a duly called meeting of the Council. Article XI: Effective Date These bylaws become effective upon adoption by a majority vote of Council members present at the duly called meeting.

Strategic Action Plan 2016-2017 Approved by Council March 10, 2016 Goal 1: Transportation system that is available for underserved population. Step 1: Identify underserved population and their transportation needs. Step 2: Identify existing state and federal funding and other resources. Step 3: Identify gaps in existing state and federal funding and other resources. Step 4: Make recommendations to the Governor based on the outcome of the assessment.

Goal 2: Transportation system that is efficient for underserved population. Step 1: Review interagency agreements regarding such services. Step 2: Recommend consolidation, restructuring or elimination of duplicative programs.

Goal 3: A quality transportation system for underserved population. Step 1: Evaluate transportation programs for quality outcomes based on key indicators of safety, reliability and customer satisfaction. Step 2: Recommend quality improvement measures as indicated.

Recommendations for Coordination of Community Transportation for Elderly, Disabled, and Low-Income Oklahomans

AVAILABILITY Report of the Availability Committee Oklahoma United We Ride Council 2017 Annual Report (10/30/17)

The subcommittee seeks to identify the underserved population and their transportation needs; identify existing state and federal funding and other resources; and identify gaps in existing state and federal funding and other resources. The group met several times outside of regularly scheduled full Council meetings, discussing a wide range of topics and educated one another on a wide range of activities that are already happening related to the availability of transportation in Oklahoma. Areas discussed include:

19 1. Utilizing Medicaid Managed Care systems as a pay source for establishing non-medical transportation for health and wellness, social and recreation opportunities. 2. Hospitals and local health departments Needs Assessments which included issues related to transportation barriers. 3. Community Action Agencies (CAAs) Needs Assessments of their communities. The Committee compiled and compared existing survey results from the various networks mentioned above. 4. The group also discussed transportation entities accessibility obligations under Titles II and II of the ADA.

According to the 2015 American Community Survey (ACS), 15.6% (one in six) of Oklahomans have a disability. Only 24.5% between the ages of 16 and 64 were employed, leading to a much higher rate of poverty (34.7%) than their peers without disabilities (21.6%). Due to people with disabilities experiencing a higher rate of poverty, having access to reliable, accessible, and affordable, public transportation is one of the most cited barriers to finding employment, health and wellness, and independence. In addition, flexibility and coordination of funding and programs such as Medicaid to encompass transportation opportunities for health and wellness, recreation, and employment is paramount. One actual example is a person with a physical disability who uses a power chair and currently lives in Norman, Oklahoma, receives Social Security Income, approximately $851 per month. Because Norman's bus passes are non-transferable to OKC, he must rely on a private cab service to go to Oklahoma City. While there are one or two cab companies who have accessible vans, a round trip to OKC and Norman will easily exceed $200. In his situation, his 10 year old son lives in Yukon, and only on rare occasions are they able to see each other. We respectfully submit the following recommendations for improving transportation to people with disabilities in the State of Oklahoma. AVAILABILITY RECOMMENDATIONS

Recommendation 1: All transportation providers should implement policy changes that would support increased user control, such as: o On-demand transportation o Flexible pickup times o Flexible vehicle types as required by the user, e.g. vehicle with a lift o Offer route deviation services to adapt to user schedule and needs, i.e. pickup prescription(s) after doctor’s appointment Recommendation 2: The role of the Governor’s Oklahoma United We Ride Council should be expanded to foster, facilitate and support innovative partnerships among public/private/non-profit organizations. o Increase the existing community services and resources, e.g. sharing of local education agencies/faith based organizations vehicles Recommendation 3: The Office of the Attorney General and District Attorney’s Council should be added to the Governor’s Oklahoma United We Ride Council in an effort to bring greater awareness, accountability and strengthen statewide enforcement of existing ADA accessibility laws such as: o Requiring private transportation providers to offer ADA accessible vehicles o Facilitate local initiatives for sidewalk and curb cut improvements to increase access to public transportation Recommendation 4: ODOT should strongly consider reallocating a portion of existing budgeted resources for the purpose of ensuring transportation accessibility such as: o Improved access on roads and bridges for all users, e.g. pedestrian and bicycles o Increase resources for local transit agencies to expand and coordinate services Recommendation 5: Transit providers should update their information on the MyRide website.

EFFICIENCY Report of the Efficiency Committee Oklahoma United We Ride Council 2017 Annual Report (10/23/17)

The Efficiency Committee was established by the Governor’s Oklahoma United We Ride Council (UWR Council) in support of the Council’s mission to assess passenger transportation services in Oklahoma in order to maximize their availability, efficiency, and quality and make recommendations to the Governor. The UWR Council’s Strategic Action Plan for 2016-2017

21 included three goals designed to further that mission in population segments that are underserved by public transportations.  Goal One: Assess transportation availability by identifying all underserved populations and their transportation needs, identifying existing state and federal funding for transportation, and determine gaps in funding and services  Goal Two: Assess transportation efficiency by reviewing interagency agreements for transportation services, identifying the average cost and type of transportation services offered, and determine options to consolidate and restructure services to prevent duplication and promote efficient use of available funding  Goal Three: Assess transportation quality by determining key performance indicators of transportation safety, reliability, and customer satisfaction to determine options to improve the quality of transportation services provided Beginning in the early Fall of 2016, Efficiency Committee members began meeting to address Goal Two by developing a survey of transportation providers and the services offered as well as identifying general areas for improvement. Challenges to the efficient provision of transportation state-wide included:  Greater outreach and public education would improve the efficiency of transportation services by providing citizens comprehensive information on available options and how to qualify for transportation services. Comprehensive mobility management services are lacking and citizens do not have a clear understanding of the services available or where they should call for additional information;

 Many state agencies provide transportation options (e.g., Department of Human Services, Department of Veteran’s Affairs, Oklahoma Department of Mental Health and Substance Abuse Services, Department of Rehabilitation Services, Oklahoma Health Care Authority). These options are supplemented by services offered by local transportation providers (e.g., EMBARK, CART, CityLink, Tulsa Transit) and non- profit entities (e.g., Community Action Agency, Daily Living Center, RSVP); and  Although the UWR Council’s MyRide web portal provides a comprehensive list of transportation services and agencies, these agencies do not coordinate services for greater efficiency and may not make regular updates to agency information listed on the MyRide website. To obtain additional information, the committee developed a contact list of UWR Council Member Agency Director and Designees. Next, the committee created an eight-question survey that was distributed electronically to UWR Council Member Agency Directors and Designees using SurveyMonkey. The eight survey questions covered the types of transportation services offered, the populations served, the qualifications and limitations used to assess individuals for transportation services, the current vendors used for transportation services and the average cost per trip, recommended standard transportation costs, and agency policies or inter-agency agreements related to the provision of transportation services. The survey was distributed in November of 2016; the Oklahoma Department of Rehabilitation Services was the only agency to provide a survey response. As a result of the Efficiency Committee’s work, a report was drafted which contained three recommendations. On July 24, 2017, the Council met in Special Session to accept the report of the Efficiency Committee and to finalize its Efficiency Recommendations for submission to the Governor. EFFICIENCY RECOMMENDATIONS

Recommendation 1: The Governor should enforce Executive Order 2015-11 which states “All State agencies shall cooperate with the Council.” The cooperation from State agencies is necessary for United We Ride to succeed. o An eight-question survey was distributed to 11 Directors/Commissioners in April of 2017. Only one response was received. o State agencies websites should contain information and links for United We Ride and MyRide

Recommendation 2: The MyRide website should be expanded into a true mobility manager that provides a “One-Call/One-Click” Mobility Management portal for citizens who utilize passenger transportation services. From this portal, users (including agencies purchasing transportation for clients) would be able to schedule and pay for a ride. A smart phone app should also be built and utilized. Recommendation 3: State Agencies that provide transportation for their clients should share in the cost of developing and maintaining the MyRide portal. QUALITY Report of the Quality Committee Oklahoma United We Ride Council 2017 Annual Report (10/4/17)

The Quality Committee was established by the Oklahoma United We Ride Council (Council) in furtherance of its charge to “comprehensively assess passenger transportation services in Oklahoma in order to maximize their availability, efficiency and quality” and to “evaluate existing State and federal funding programs and other resources; identify and devise pragmatic means to eliminate service gaps and barriers to access; and develop recommendations to improve coordination among passenger transportation providers.” The Quality Committee focused its efforts on quality outcomes through an examination of existing performance measures used by transit operators to achieve their objectives in operational effectiveness, reliability and customer satisfaction. On November 4, 2016, the Quality Committee surveyed 19 rural and small-urban transit operators in Oklahoma requesting information to the following questions:  What performance measurement data does your organization regularly collect and how is evaluated?  How frequently does your organization collect performance measurement data and how is this data collected?  If your organization uses performance measurement data to establish useable performance targets, please explain how this is accomplished.  Does your organization regularly conduct surveys to evaluate service quality, performance or outcomes, e.g., customer satisfaction, employee engagement, etc.?  How does your organization collect and evaluate individual situation-specific data, e.g., customer complaints, employee evaluations, etc.?  If performance evaluation is conducted by your organization, is the data, results and information regarding trends placed in the public domain and made accessible to the general public and other agencies? 23 The Quality Committee also requested supporting data, i.e., copies of any reports, summaries, data tabulations or other analysis of performance measurement data, surveys or other information pertaining to quality outcomes generated for the previous two fiscal years (SFY2014 and SFY2015). Eleven transit operators responded to the survey (58%). The response rate and sample size is statistically valid. Over several months, the Quality Committee reviewed and analyzed the responses and supporting data and made several observations and identified various trends. Survey question answers and data submitted by respondent transit operators indicate:  92% of operators collect performance data  75% of operators collect performance data on a regular basis or on a determined schedule  50% of operators evaluate data to establish performance targets  50% of operators conduct surveys to evaluate service quality  83% of operators collect and evaluate customer complaints  33% of operators conduct employee evaluations  50% of operators make performance data available to the public  59% of operators make performance data available to state or federal agencies  83% of operators generate reports, summaries, data tabulation or analysis of performance measures From the information provided, the Quality Committee observed that transit operators have notably different experiences in establishing articulated goals, achieving outcomes for their customers, monitoring the effectiveness in implementing strategies and/or practices and forecasting needs or plans. Articulated Goals. While several transit operators align their data collection with the transit assistant program established by the Oklahoma Department of Transportation (ODOT) and there is a correlation between goal setting and performance data collection, this does not appear to be operationalized by other transit operators. For these transit operators, where data is collected, it is primarily obtained through customer surveys, suggestion boxes or is focused on customer demographics. Where data is not regularly collected it is usually not used effectively for goal setting but is more often evaluated if and when it is received. Customer Outcomes. Some transit operators have well-focused customer data surveys that address the range of customer experiences, e.g., timeliness, driver courtesy, vehicle accessibility, comfort and routes/schedules responsive to customer needs. One transit operator, however, reported that it had not collected customer data for at least five years. Others had data but it was primarily focused on trip statistics and mileage. Monitoring Effectiveness. One transit operator measures performance data on a monthly and yearly basis. The data obtained directly relates to articulated standards or practices and is regularly reviewed during scheduled meetings. Several other transit operators, however, perceive monitoring as little more than evaluating individual customer compliments or complaints as needed with an annual report to the governing board. Forecasting Needs or Plans. Well-designed customer surveys that are conducted regularly are used by some transit operators effectively in forecasting the needs of their customers. For other transit operators, however, the limited availability of useful performance metrics results in few opportunities for data-driven decision making and planning. The Quality Committee concluded that there are some gaps in methodology and thoroughness in obtaining and analyzing pertinent performance measurement data. The Quality Committee reached the following conclusions:  The survey results varied in detail and responsiveness. Not all transit operators articulated that they have established goals and did not identify performance indicators that relate to desired outcomes or organizational outputs expected to lead to outcomes.  Transit operators did not consistently demonstrate that they have sufficient staff involved in developing quality performance measures. Ongoing training, professional development and continuing education on transit issues were not consistently demonstrated.  Data collected often pertains to fares, mileage, pickup/drop off times, and number of rides/riders provided; while other data collected is not necessarily perceived as a source of performance data that could be used for strategic planning or performance assessments.  Customer complaints are documented and maintained by a significant percentage of transit operators; however, those that do generally address complaints on a case-by-case basis until resolved. When employee performance is involved, employee discipline may be impacted but not always as part of a regularly conducted employee performance review process.  Customer complaints are typically not analyzed to identify: a) types of complaints; b) trends that may prompt improved performance; and c) resolution of complaints that could result in immediate process or procedure changes.  Better public access to transit operators’ performance measures would affect the public’s perception of them by identifying them as high-quality or low-quality providers. This may become a prime motivator to improve the quality of services.  Increasing the opportunity for meaningful customer feedback will give transit operators the insight necessary to improve their businesses and the overall customer experience.  Transit operators can enhance their operations by developing more robust performance metrics and outcomes with greater emphasis on safety, accessibility for persons with disabilities and customer service/satisfaction. System performance measurement provides an opportunity to improve the service experience of customers while contributing to the general welfare of the community and maximizes the return on investment. Where and when resources are limited this is particularly important. Performance measures afford an opportunity to present findings to funders, decision makers, community partners and customers. In an environment where there may be competition for funding, performance measurement that is a data-driven provides the means to make the most compelling case for funding or increased funding. These measures also facilitate leaning within the organization, contribute positively to organizational culture and promote accountability. Data analysis enables the organization to validate the effectiveness of investment and provides an opportunity to compare results to expected impacts. On July 24, 2017, the Council met in Special Session to accept the report of the Quality Committee and to finalize its Quality Recommendations for submission to the Governor.

QUALITY RECOMMENDATIONS Recommendation 1: The Oklahoma Department of Transportation (ODOT) and individual transit operators should establish or provide common statewide system goals, performance indicators and processes for monitoring the effectiveness of implemented statewide strategies.

25 The performance metrics and outcomes should be publicly reported annually and available via ODOT and operator websites, respectively. Quality-related performance metrics could include: o Frequency of vehicle (preventive maintenance) servicing o Average total miles on vehicles o Injuries and other incidents reported o Total number of ADA vehicles o The number and types of complaints filed by passengers o How feedback was solicited from users of the transit system and the results of those efforts (e.g. customer satisfaction survey results) o Data outputs currently required for federal reporting and for receipt of funding Recommendation 2: ODOT should establish a statewide policy outlining requirements for ongoing training, professional development and continuing education on transit issues. Meeting the training requirement should be a stipulation related to receipt of funding. Topics to be covered shall include but not be limited to: o Equipment operation and safety o Customer service o Assisting passengers with disabilities o Needs assessment/local and regional planning Recommendation 3: ODOT should establish annual requirements for transit operators related to customer engagement and soliciting customer feedback. ODOT should compile a statewide customer service and satisfaction report from information provided by transit operators every three years. All results, findings and recommendations should be made publicly available via ODOT and transit operator website. The report should include but is not limited to: o Results of customer satisfaction surveys o Summary of citizen advisory board input related to quality matters o Aggregate data of annual public-reporting related to the number and types of complaints received o Summary of system services, needs, and gaps assessment This page is intentionally left blank.