GoWake Transportation Advisory Board Meeting Highlights

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GoWake Transportation Advisory Board (TAB) held a meeting on April 3, 2024, discussing various topics such as operational updates, job vacancies, survey research projects, capital call for projects, and successful funding for Microtransit SmartRide NE. They also approved February meeting minutes and welcomed public comments.

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Presentation Transcript

GoWake GoWakeAccess Transportation Advisory Board (TAB) Transportation Advisory Board (TAB) April 3 April 3rd rd, 2024 , 2024 9:00am 9:00am- -10:30am Access 10:30am

Welcome and Introductions Welcome and Introductions

Adjustments/Updates to the Adjustments/Updates to the Agenda Agenda

General Public Comments? General Public Comments? (3 minutes per person) (3 minutes per person)

Meeting Minutes Meeting Minutes Approval of February TAB meeting minutes Approval of February TAB meeting minutes

I. Internal Updates (GoWake Access)-30mins Internal Internal Updates Updates a.Operational Updates - Paris Butler b.Surveys, Capital Call for Projects, Microtransit Knightdale Expansion, Youth GoPass - Nikki Abija

Access is Hiring! Vacancies Positions Starting Pay Operations Supervisor 1 $28.00/Hr. Road Supervisor 1 $22.00/Hr. Utility (Vehicle Detailer) 1 $15.89/Hr. Mechanic A (ASE Truck/Bus Cert) 1 $32.00/Hr. Mechanic C (Entry Level) 2 $22.00/Hr. Utility (Vehicle Detailer) 1 $15.89/Hr. Driver 1 $18.50/Hr. Apply at: https://secure4.entertimeonline.com/ta/6151028.careers?CareersSearch

Survey Research project funded by NCDOT with the objective to better understand the characteristics and travel behavior of microtransit users in North Carolina Survey launched March 18th Sent out via email, call center, flyers on vehicles

Capital Call for Projects

Microtransit SmartRide NE successfully received the requested FY25 Wake Transit Funds Ongoing conversations with the towns Budget and geofenced area finalization Public outreach plan Youth GoPass GoTriangle branding change

Transit Reports Vendor Report Treascia Amedee Trips Report, statistics Amber Scott Complaints Reports Claudia Garay

January

February

GoWake Access Trips GoWakeAccess FY-24

General Public Hometowns GoWakeAccess FY-24

General Public Raleigh GoWakeAccess FY-24

Go-Apex GoWakeAccess FY-24

Customer Service Ticket Summary Presented to Wake County Transportation Program Manager Anita Davis February FY-23 Intradepartmental data summary compiled by the Voice of the Customer unit. NOT FOR PUBLICATION February FY-23 18

February Transportation Tickets v Total Rides VOC tickets are for all trips performed for February. That is a 45.12% decrease from July FY23 (82) to February FY23 (45). 11,539 10,627 12000 9,471 10000 8000 6000 4000 63 46 45 2000 0 December 46 January 63 February 45 VOC Tickets Total Transportation Trips 9,471 10,627 11,539 February FY-23 19

Service Ticket Categories v Prior Months Customer Service Rep., 8 Other, 5 Who was the complaint about? Ticket Total Driver Dispatcher 30 9 8 5 2 54 Customer Service Rep. Other Vendor Manager TOTAL Dispatcher, 9 Driver, 30 From November to February 42 45 40 34 33 35 30 30 23 25 20 15 15 10 9 8 7 10 5 1 1 0 November December January February Driver Dispatch Customer Service Rep. 20 February FY-23

February Service Ticket Sub-Category February Top Five Categories February Reasons For Calls Driver Customer Service Issue Number of Incidents 10 Vendor Attempted Resolution Driver Customer Service Issue Late No Show Dispute 10 Late 10 Vendor Attempted Resolution 9 8 No Show Dispute 8 Dispatcher Customer Service Issue 7 6 Repeated Issues 7 4 Appointment/Phone Line Issue 6 Repeat Issues General Question Rider No Show Reg. Followed Late Late Policy Dispute 6 General Question Issues Late Repeat 2 Program Regulations Followed Vendor No Show Careless Driving 6 Vendor No Show 6 0 County Rep Error 5 January No Show Client Missed Appointment 3 10 General Question 3 January Missed Appt. Rider No Show False 3 8 February No Show Rider No Show True 3 6 County Rep Customer Service Issue 2 February Missed Appt. Air/Conditioning/Heating 1 4 Follow Up Not Given As Stated 1 Safety/Careless Driving 1 June Late Oct. 2 May Late Total 97 0 21 February FY-23

February Ride by Zip Code for Tickets 27610 27615 15.55% 4.44% 27526 27510 11.11% 2.22% 27606 27540 8.88% 2.22% 27529 27571 6.66% 2.22% 27587 27592 6.66% 2.22% 27601 27597 6.66% 2.22% 27519 27605 4.44% 2.22% 27545 27609 4.44% 2.22% 27603 N/A 4.44% 2.22% 27604 4.44% 27614 4.44% Area code 27610 has the most reported tickets in February. 22 February FY-23