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Guam Regional Transit Authority ADA Complementary Paratransit Service

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Guam Regional Transit Authority ADA Complementary Paratransit Service Guam Regional Transit Authority (GRTA) U.S. Territory of Guam ADA Complementary Paratransit Service Compliance Review February 9–12, 2010 Summary of Observations Prepared for Federal Transit Administration Office of Civil Rights Washington, DC Prepared by Planners Collaborative, Inc. with TranSystems Corporation Final Report: April 3, 2012 GRTA – ADA Complementary Paratransit Service Review Final Report CONTENTS 1 Purpose of the Review ............................................................................................................ 1 2 Overview .................................................................................................................................. 3 2.1 Pre-Review .................................................................................................................................... 3 2.2 On-Site Review ............................................................................................................................. 4 3 Background ............................................................................................................................. 7 3.1 Description of Fixed Route and Demand-Responsive Services ................................................ 7 3.2 Description of ADA Complementary Paratransit Service ........................................................ 9 3.3 ADA Complementary Paratransit Performance Policies and Standards ............................. 10 3.4 Consumer Input.......................................................................................................................... 11 4 Summary of Findings ........................................................................................................... 13 4.1 ADA Complementary Paratransit Service Criteria ................................................................ 13 4.2 ADA Complementary Paratransit Eligibility Process ............................................................ 13 4.3 Telephone Access ........................................................................................................................ 14 4.4 Trip Reservations and Scheduling ............................................................................................ 14 4.5 Service Performance .................................................................................................................. 14 4.6 Resources .................................................................................................................................... 16 5 ADA Complementary Paratransit Service Criteria .......................................................... 17 5.1 Consumer Input.......................................................................................................................... 17 5.2 Type of Service ........................................................................................................................... 17 5.3 Service Area ................................................................................................................................ 18 5.4 Days and Hours of Service ......................................................................................................... 18 5.5 Fares ............................................................................................................................................ 19 5.6 Trip Purpose ............................................................................................................................... 19 5.7 Coordination with Adjacent Service Providers ....................................................................... 20 5.8 Complaint-Handling Process .................................................................................................... 20 5.9 Findings ....................................................................................................................................... 22 5.10 Recommendations .................................................................................................................... 23 6 ADA Complementary Paratransit Eligibility .................................................................... 25 6.1 Consumer Input.......................................................................................................................... 25 6.2 Overview of the Eligibility Determination Process and Materials......................................... 25 6.3 Process Observations and Reviews of Recent Determinations ............................................... 30 6.4 No-Show Suspension Policy ....................................................................................................... 30 6.5 Findings ....................................................................................................................................... 31 6.6 Recommendations ...................................................................................................................... 32 7 Telephone Access .................................................................................................................. 35 7.1 Consumer Input.......................................................................................................................... 35 7.2 Phone Service Standards and Performance Monitoring ........................................................ 35 7.3 Phone System Design ................................................................................................................. 35 7.4 Reservations and Dispatch Staffing .......................................................................................... 36 7.5 Observations of the Call-Handling Process ............................................................................. 36 7.6 Telephone Performance Reports .............................................................................................. 36 7.7 Findings ....................................................................................................................................... 37 7.8 Recommendations ...................................................................................................................... 37 8 Trip Reservations Process ................................................................................................... 39 GRTA – ADA Complementary Paratransit Service Review Final Report 8.1 Consumer Input.......................................................................................................................... 39 8.2 Service Standards ....................................................................................................................... 40 8.3 Review of Recorded Trip Denials ............................................................................................. 40 8.4 Observations of the Handling of Trip Requests ...................................................................... 41 8.5 Trip Confirmations .................................................................................................................... 43 8.6 Findings ....................................................................................................................................... 43 8.7 Recommendations ...................................................................................................................... 43 9 Service Performance ............................................................................................................ 45 9.1 Consumer Input.......................................................................................................................... 45 9.2 Service Standards and Policies .................................................................................................. 46 9.3 Daily Operations ......................................................................................................................... 46 9.4 Driver Interviews ........................................................................................................................ 47 9.5 On-Time Performance ............................................................................................................... 49 9.6 No-Show and Missed-Trip Coding ........................................................................................... 51 9.7 On-Board Travel Times ............................................................................................................. 51 9.8 Findings ....................................................................................................................................... 55 9.9 Recommendations ...................................................................................................................... 56 10 Resources ............................................................................................................................ 57 10.1 Consumer Input ....................................................................................................................... 57 10.2 Vehicle Fleet and Vehicle Availability ................................................................................... 57 10.3 Staffing and Operator Training ............................................................................................. 59 10.4 Run Coverage ........................................................................................................................... 60 10.5 Other Resources ......................................................................................................................
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