1. Using Customer Experience to Influence Policy Change and Practice

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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. We would greatly appreciate your questions and feedback
Thank You!
We would greatly appreciate your questions and feedback
Jeffrey Jackson
Mehak Saini