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Capital Metropolitan Transportation Authority Self-Evaluation Report

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Capital Metropolitan Transportation Authority Self-Evaluation Report Capital Metropolitan Transportation Authority Self-Evaluation Report Submitted to: Sunset Advisory Commission September 2009 INTRODUCTION Capital Metropolitan Transportation Authority (Capital Metro) is pleased to provide its first Self Evaluation Report to the Texas Sunset Advisory Commission. Every effort was made to be fully responsive, however, if something was missed, please let us know and the requested information will be transmitted as soon as possible. We also encourage you to access Capital Metro’s website http://www.capmetro.org , which is also referenced in responses to some of the questions and in the request for attachments. The website is a comprehensive source of information which can facilitate gaining an understanding of the agency. Because Capital Metro is not a state agency, a number of the original questions have been modified in order to “fit” the financial or administrative nature of the Authority while still providing comparable data. For Section VI – Guide to Agency Programs, the functions or programs reflected in this report were jointly agreed upon by Capital Metro and key Sunset Advisory Committee staff. Thank you for the opportunity to participate in this process. Caroline Beyer, CPA, CISA VP, Internal Audit [email protected] Tina Bui Manager, Government Relations [email protected] TABLE OF CONTENTS I. Agency Contact Information............................................................................................................... 1 II. Key Functions and Performance......................................................................................................... 1 III. History and Major Events ................................................................................................................. 12 IV. Policymaking Structure..................................................................................................................... 15 V. Funding ............................................................................................................................................. 20 VI. Organization...................................................................................................................................... 27 VII. Guide to Agency Programs President/CEO Office........................................................................................................................ 32 Communications ............................................................................................................................... 38 Office of Strategic Management ...................................................................................................... 44 Safety & Security.............................................................................................................................. 49 Legal.................................................................................................................................................. 54 Finance.............................................................................................................................................. 59 Information Technology & Business Center..................................................................................... 63 Procurement ...................................................................................................................................... 68 RideShare.......................................................................................................................................... 76 Strategic Planning ............................................................................................................................. 81 Marketing.......................................................................................................................................... 87 Business & Community Development.............................................................................................. 92 Customer Service.............................................................................................................................. 97 Human Resources............................................................................................................................ 102 Risk Management............................................................................................................................ 108 Commuter Rail Project Office / Rapid Transit................................................................................ 113 Capital Projects Group.................................................................................................................... 118 Freight Rail Operations................................................................................................................... 123 Commuter Rail Operations.............................................................................................................. 129 StarTran Administration (Operations Adminstration)..................................................................... 134 MetroAccess.................................................................................................................................... 138 Fixed Route Services....................................................................................................................... 146 Vehicle & Building Maintenance.................................................................................................... 154 VIII. Statutory Authority and Recent Legislation.................................................................................... 161 IX. Policy Issues Service Area Expansion.................................................................................................................. 165 Rail Referendum Requirements...................................................................................................... 167 X. Other Contacts................................................................................................................................. 169 XI. Additional Information Complaint Data ............................................................................................................................... 174 DBE Data........................................................................................................................................ 174 EEO Data ........................................................................................................................................ 178 XII. Agency Comments StarTran/Capital Metro Organizational Structure ........................................................................... 181 Capital Metro Funding and Financial Stability............................................................................... 183 Attachments Requested List......................................................................................................................... 189 Capital Metropolitan Transportation Authority (Capital Metro) Self-Evaluation Report I. Agency Contact Information Capital Metro Exhibit 1: Agency Contacts Telephone & Name Address E-mail Address Fax Numbers Agency Head Mr. Fred M. Gilliam, 2910 E. 5 th Street (512) 389-7504 fred.gilliam@ President/CEO Austin, TX 78702 (512) 369-6235 capmetro.org Agency’s Ms. Caroline Beyer 2910 E. 5 th Street (512) 389-7560 caroline.beyer@ Sunset Liaison Austin, TX 78702 (512) 369-6070 capmetro.org II. Key Functions and Performance Provide the following information about the overall operations of your agency. More detailed information about individual programs will be requested in a later section. A. Provide an overview of your agency’s mission, objectives, and key functions. The Capital Metropolitan Transportation Authority’s (Capital Metro’s) mission is to “provide quality public transportation choices for our community that meet the needs of our growing region.” Supporting strategic objectives and related results include the following: • Objective: Customer Driven Service Excellence. Result: Increased market share and expectations of new and existing customers that will be exceeded. • Objective: Sustainable Business Growth. Result: Efficient use of resources that create a financially sustainable future to improve the quality of life in central Texas. • Objective: Strategic Partnering. Result: Mutually beneficial relationships that result in seamless, cost-effective operations and a transit-supportive region. To achieve our mission and objectives, Capital Metro provides transit service in the Austin metropolitan area, serving all of the City of Austin, the surrounding communities of Leander, Lago Vista, Jonestown, Manor, San Leanna, Volente and Point Venture. Also, the agency serves some unincorporated portions of Travis County and Williamson County. The population of the service area is approximately 1,170,276. The primary services that Capital Metro provides the central Texas region include the following: • Capital MetroBus (Fixed Route Bus Services (FRS) including Express/Flyer Routes) – Capital Metro operates a network of 98 bus routes. This includes the nation’s largest network of university shuttle routes in partnership with The University of Texas at Austin. More than 3,000 bus stops and 15 transit centers and park and ride facilities are located throughout the service area. In accordance September 2009 1 Sunset Advisory Commission Capital Metropolitan Transportation Authority Self-Evaluation Report with the Americans
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