The UAC was borne out of the Access Transit Strategy—a comprehensive 3-year analysis which began in early 2005. The project looked at every aspect of the transit system including the structure of Custom Transit (HandyDART). The primary role of the UAC is to: advise
TransLink on matters which will enhance accessibility; increase TransLink‘s ability to determine whether measures taken are inclusive or exclusive of persons with disabilities and/or seniors; assist TransLink in setting priorities on accessibility issues; and provide comment on TransLink policies and strategy.
UAC members participated in the initial testing of the ̳call out‘ system. The UAC
views this as one of the many efficiencies to the current HandyDART system. As
more and more clients avail themselves of this feature, we can see how everyone
will benefit from more timely and efficient pick-up processes and a huge reduction in having to idly wait during the ―half hour pick up window.
The UAC is constantly monitoring the HandyDART service delivery performance.
During every meeting, we are presented with a statistical report from the number
of rides provided and declined through to on time performance stats, number of
system or driver complaints, and commendations. The committee provides ad-
vice or recommendations to TransLink and MVT management for consideration
and improvement.
While every HandyDART client would appreciate a vehicle to be available on a
moments notice, we must recognize it is a shared ride service with numerous
steps and human resources required to provide a given trip. While no one system is perfect, TransLink has gone to great lengths to listen to client concerns, suggestions from the various communities, and is continually consulting community leaders and clients to provide as efficient a system as possible. The evolution of accessible features and service by TransLink is a standard for all other transit authorities to aspire to.
Rob Sleath, Chair, Access Transit Users Advisory Committee
My role with the UAC is to be a voice to TransLink about the issues from the dis-
ability community that need to be addressed such as attitudinal, customer ser-
vice, physical limitations as well as how the system works overall. The UAC is a
strong committee and we are well connected with Access Transit. For example,
if we have a particular question or concern, Access Transit arranges for the right
people to be at the next meeting to deal with ssue. Often times, the questions
and answers lead to more questions and answers.
A representative from MVT is always at the meetings and we know that the answer they give us is the actual answer–whether it‘s what we want to hear or not.
Improvements can take time to roll out, however we have heard a lot about the night before reminder and the 10 minute warning call. Both features have been extremely helpful and well received.
On a final note, people generally don‘t speak up unless something goes wrong. However, we frequently hear how excellent the drivers are.