Using Customer Experience to Influence Policy Change and Practice

Successful Outreach and Engagement July 29th,2019 Presenters: Jeffrey Jackson, Management Analyst, Operations Administration Mehak Saini, HR Analyst, Office of Civil Rights

Key Takeaways Utilizing customer experience to influence policy change and practice Potential fleet improvements to promote accessibility Policies to promote and ensure equitable access for customers with disabilities

Background VTA’s buses and light rail services have a shared priority seating and wheelchair securement area configuration. That area provides the only two spaces available for customers who use wheelchairs or scooters Noticed trend in complaints related to the ADA securement area

Trends Observed Walkers, carts, strollers, large luggage occupying securement area Result: Customers with disabilities who require the use of the securement area are being passed up, specifically customers in wheelchairs or scooters

Working Group Formed Conducted further analysis and research based on the trends observed Included various stakeholders throughout the organization to get a broad range of perspectives while creating the policy Collaboration with CTMA (Committee for Transportation Mobility and Accessibility)and to provide feedback and input which can be incorporated into the policy

Goal is Equitable Access Equitable access to VTA’s bus and light rail services for customers with disabilities Prioritizing the seating in VTA’s ADA securement area Empowering VTA Operators to assist our customers

Current Procedure vs. Proposed Policy Current Procedure- VTA Operators may ask customers to move, but there is no requirement for customers to comply Proposed Policy – Requirement to move from seats designated as “Priority Seating” if requested to do so Priority to customers who use wheelchairs/scooters elderly customers, and customers with disabilities who are ambulatory or use other mobility devices

Potential Next Steps Fleet modifications– removing benches from the securement area Clarifying designation of forward facing priority seating areas Updated signage on VTA buses and light rail vehicles Updated Training for VTA Operators Public education

We would greatly appreciate your questions and feedback Thank You! We would greatly appreciate your questions and feedback Jeffrey Jackson Jeffrey.Jackson@vta.org Mehak Saini Mehakmeet.saini@vta.org