Spokane Transit Authority 1230 West Boone Avenue Spokane, Washington 99201-2686 (509) 325-6000 1. Call to Order & Roll Call AGENDA CITIZEN ADVISORY COMMITTEE MEETING Wednesday, 5:00 p.m. Southside Conference Rooms 2. Public Expressions (Charlie Howell) 3 minutes per person 3. Committee Action: Review of Citizen Advisory Committee Minutes - Corrections or Approval a. Minutes of March 8, 2016 Regular Meeting (Charlie Howell) 5 minutes 4. Committee Reports: a. STAMF Progress Update/ Draft Project Scorecard (Karl Otterstrom) 15 minutes b. CCL Update (Karl Otterstrom) 10 minutes c. Real Time Information - (Steve Blaska) 10 minutes d. 2017 Communications Update - (Beth Bousley) 10 minutes e. Community Perception and Paratransit Survey Results - (Beth Bousley) 10 minutes f. Recruitment/Orientation Update/Membership (Charlie Howell) 10 minutes g. PMER Observations (Victor Frazier) 5 minutes 5. General Business - (Charlie Howell) 5 minutes 6. Set agenda items for future CAC meetings - (Charlie Howell) 5 minutes 7. Adjourn Next Citizen Advisory Meeting: May 10, 2017 STA Conference Room, 1229 W. Boone Avenue, Spokane, WA 99201 Spokane Transit assures nondiscrimination in accordance with Title VI of the Civil Rights Act of 1964. For more information, see www.spokanetransit.com. Upon request, alternative formats of this information will be produced for people who are disabled. The meeting facility is accessible for people using wheelchairs. For other accommodations, please call 325-6094 (TTY Relay 711) at least forty-eight (48) hours in advance.
CITIZEN ADVISORY COMMITTEE MEETING OF AGENDA ITEM 2: PUBLIC EXPRESSIONS Stacia Bowers, Executive Assistant At this time, the Citizens Advisory Committee will give the public the opportunity to express comments or opinions. Anyone wishing to speak should sign in on the sheet provided and indicate the subject of interest. Comments will be limited to three minutes per person and, if requested, answers will be provided by staff at a later date.
CITIZEN ADVISORY COMMITTEE MEETING OF AGENDA ITEM 3: MINUTES OF THE MARCH 8, 2017 COMMITTEE MEETING - CORRECTIONS AND/OR APPROVAL Stacia Bowers, Executive Assistant SUMMARY: Attached for your information, corrections, and/or approval are the minutes of the March 8, 2017, Citizen Advisory Committee meeting. RECOMMENDATION TO COMMITTEE: Corrections and/or approval
Spokane Transit Authority 1230 West Boone Avenue Spokane, Washington 99201-2686 (509) 325-6000 CITIZEN ADVISORY COMMITTEE MEETING (CAC) Meeting Minutes for March 8, 2017 Southside Conference Room MEMBERS PRESENT Ann Campeau Dick Denenny Victor Frazier Charles Hansen Brian Kamp Larry Lapidus Larry Luton Fran Papenleur MEMBERS ABSENT Charles Howell, Committee Chair Dennis Anderson Resa Hayes Margaret Jones STAFF PRESENT Beth Bousley, Director of Communications & Customer Service Stacia Bowers, Executive Assistant to the Director of Communications & Customer Service Karl Otterstrom, Director of Planning Lynda Warren, Director of Finance and Information Systems GUESTS Michelle Rasmussen, Director of Transportation EWU 1. CALL TO ORDER AND ROLL CALL Victor Frazier called the meeting to order at 5:00 p.m. and conducted roll call. 2. PUBLIC EXPRESSIONS None. 3. COMMITTEE ACTION: a. Minutes of the Citizen Advisory Committee - Corrections or Approval Mr. Frazier asked the Committee to address the minutes of the December 14, 2016 meeting. The minutes were approved. 4. COMMITTEE REPORTS: a. Plaza Update: Karl Otterstrom gave an update on the recent renovations at the plaza and upcoming activities for the renovation. The process on renting open space in plaza for events will go through board committee review. Victor and Larry Luton suggested holding meetings at the plaza. Discussion ensued. b. STA Moving Forward Progress: Karl Otterstrom updated the committee on some of the early STA Moving Forward (STAMF) projects that will be implemented including later Saturday night service, new service, and more frequent service. STA s Proposition 1 was approved by 55.8% of voters, and every jurisdiction approved with a majority. STAMF s key outcomes are to connect people to services, connect workers to jobs and advance regional economic development. The key investment areas are to maintain existing infrastructure, improve and expand capital infrastructure and expand and improve service. Mr. Otterstrom briefed the committee on HPT implementation and the May and September 2017 bus service improvements. c. STAMF Public Outreach:
Citizen Advisory Committee Meeting Minutes March 8, 2017 Page 2 Karl Otterstrom noted the key performance elements of STAMF as public communication and engagement, project and service delivery and system performance. He emphasized the importance of how we measure, what to measure and how we communicate. Next month is a first draft project score card. It was suggested that at the April meeting the CAC review the draft project score card. Larry Lapidus suggested the most effective way to engage public is a YouTube channel in which you can solicit public input, webinars, surveys, social networking, content can be compiled and it allows you to get out news to do outreach and stories. Fran Papenleur mentioned that she participated in a corridor advisory panel and that Karl Otterstrom did a great job. d. Real Time Information: This item is tabled until next meeting. e. Recruitment/Orientation Update: Victor Frazier reported that Brian Kamp was appointed to the CAC at the last PMER meeting and all new members have been through orientation. Victor reminded the committee that there are four vacancies and urged members to keep recruiting. Victor informed the CAC that he had made contact with a youth member on the West Central Community Center (WCCC) Board and will get her an application. The CAC was asked to look at the STA website if they needed information on CAC membership, application or the charter. f. PMER Observations: Victor reported that he attended the last PMER meeting on March1, 2017. He reviewed the membership of the committee, the agenda and who attended the meeting and that PMER approved Brian Kamp as a new CAC member. 5. GENERAL BUSINESS: None. 6. SET MEETING SCHEDULE & AGENDA ITEMS: Minutes of the March 8, 2017, Committee meeting Corrections/Approval Legislative Priorities 2017 Communications Update Community Perception and Paratransit Survey Results STAMF Progress Update Real Time Information 2016 Year End Financials (May) Plaza Renovation Update PMER Observations 7. ADJOURN Respectfully submitted, Stacia Bowers Executive Assistant to the Director of Communication & Customer Service 2
CITIZEN ADVISORY COMMITTEE MEETING AGENDA ITEM 4a : PROGRESS UPDATE ON STA MOVING FORWARD (STAMF) Karl Otterstrom, Director of Planning SUMMARY: At this time, staff from the Planning & Development department will present an update on the progress of STAMF. RECOMMENDATION TO BOARD: Information only
CITIZEN ADVISORY COMMITTEE MEETING AGENDA ITEM 4b : CENTRAL CITY LINE (CCL) UPDATE Karl Otterstrom, Director of Planning Don Skillingstad, Capital Projects Manager SUMMARY: At this time, staff from the Planning & Development department will present an update on the progress of the Central City Line. RECOMMENDATION TO BOARD: Information only
CITIZENS ADVISORY COMMITTEE MEETING AGENDA ITEM 4c : SMART BUS / REAL TIME INFORMATION UPDATE Steve Blaska, Director of Operations SUMMARY: Staff will provide an update on the Smart Bus project and current status of Real Time Information. RECOMMENDATION TO COMMITTEE: Information only
CITIZEN ADVISORY COMMITTEE MEETING AGENDA ITEM 4d : 2017 COMMUNICATIONS UPDATE Beth Bousley, Director of Communications & Customer Service SUMMARY: At this time, staff from the STA will provide an update on 2017 Communications Plan. Ridership Commuter Benefits/Pass Sales Design and distribute new commuter options toolkit to priority organizations - May Develop information sales video for commuter options and passes - May Renew Universal Transit Access Pass Program (UTAP) agreements with City of Spokane and Spokane County - August Target and meet with organizations who would benefit from commuter options Ongoing Ridership Universities and Colleges Schedule meetings with all Universal Transit Access Pass Program (UTAP) customers to renegotiate terms for 2017-2018 school year (Community Colleges of Spokane, Eastern Washington University, Gonzaga University, Washington State University Spokane) - April Continue efforts to negotiate agreement with Whitworth University - Ongoing Work with each institution to promote ridership on campus. Spring activities include Gonzaga University scavenger hunt, bus, promotion and bus demonstrations at campus Earth Week events, continued social media and targeted advertising April-May Ridership New Fare Update all information based on system wide audit, including schedules, signage on the buses, fare boxes, shelter panels, facilities, a new fare box sticker, updates to the website. May/June Broadly communicate the new fare plan and implications to internal and external audiences - June/July Develop social video highlighting the things to remember in anticipation of upcoming fare change - June-July Display a series of communications regarding the new fare on digital monitors at the Plaza and through social media April-July Place advertising in the Spokesman, Inlander and regional papers to promote STA services, and include new fare information June-July Ridership Real Time Information Develop a Frequently Asked Questions document for how to use real time, to be used with customers, as well as internally by customer service/coach operators March Develop an interactive how to brochure April-May
Declare a Real Time official launch day. STA employees (customer service representatives, communications, planning and operations staff) will hand out brochures to guests, and carry a phone or tablet to demonstrate real time passengers/potential customers. May Media outreach - Ongoing Real time promotions will be displayed on digital monitors at the Plaza building up to launch in May Social media posts will include information on how to use real time information - Ongoing A real time/smart bus video will provide a demonstration and showcase the benefits June Ridership The Plaza A small ribbon-cutting ceremony will be held at the Plaza the weekend of May 21/22, which also provides an opportunity to educate customers on the May service change - May STA Moving Forward Outreach to educate and engage our audiences about STA Moving Forward projects and progress - Ongoing Develop an online project tracker to demonstrate that we are fulfilling our promises through consistent, transparent and accessible information - April Be proactive in developing a narrative that anticipates public perception through regular community and media relations Ongoing Promote May service change via social media April-May Develop press release reminding the community about funding, and providing an update on STA Moving Forward - March Thought Leadership Continue to establish STA CEO as a key player and leader sharing the vision of STA s role in the region s future growth and development through o original articles placed in LinkedIn profile; business and industry publications, o speaking engagements at local and national events o internal and external e-newsletters and videos o social media events, such as Facebook Live Community Relations The following events were held in February and March to continue to educate and/or engage the community: o Washington Higher Education Sustainability Conference 2/17 o 2017 Real Estate Market Forum 2/23 o Downtown Spokane Partnership Annual Meeting 2/23 o St. Patrick s Day Parade 3/11 o Preliminary Proposal for September Service Change Survey (Opened early February - Closed March 15) o Preliminary Proposal for September Service Change North Spokane Neighborhood Meetings o Shiloh Hills 2/16 o Bemiss 2/9 o Nevada Heights 3/8 o Logan 2/22 o o Community Assembly Central City Line Updates
o Gonzaga University Open House 3/9 o Neighborhoods o Riverside 3/21 o Logan 2/22 o Browne s Addition 3/1 Internal Communications Maximize internal communications to improve employee engagement o Employee engagement survey was conducted in February o Efforts are underway to enhance internal communications, perhaps through digital communications made possible with the advent of STARS Employee Self Service (ESS) Customer Service Improve quality of customer service to improve community perception and increase ridership o Finalize customer service plan March Web Development Priority for 2017 is to build a project tracker for STA Moving Forward RECOMMENDATION TO BOARD: Information only
CITIZENS ADVISORY COMMITTEE MEETING AGENDA ITEM 4e : COMMUNITY PERCEPTION & PARATRANSIT SURVEY RESULTS Beth Bousley, Director of Communications and Customer Service Steve Blaska, Director of Operations SUMMARY: Staff will provide an update on the results of the Community Perception and Paratransit Surveys. Community Perception: Critical Data, Inc. was procured through a bidding process to conduct a telephone survey of 400 adults who reside within Spokane Transit Authority s Public Transportation Benefit Area from November 2016 through December 2016. The community interviews were performed using landline and cell phone interviews with residents over the age of 18. At a 95% confidence level, the margin of error for this study is +/- 3.6% which represents a random survey of 400 adults within the specific STA service area. This study followed six similar studies implemented in 2005, 2006, 2007, 2011, 2013, and 2014. Survey respondents spent on average 17.5 minutes with Critical Data interviewers. The report is very favorable: Spokane community s perception of Spokane Transit has shown a marked increase from the previous study when asked to rate how well each of the following words and phrases describes STA, - is easy to use - has route and maps that are easy to understand - is essential to livability in the region - will play an important role in meeting the region s future transportation needs - employs safe drivers - does a good job of listening to the public - provides taxpayers a good value for the money - is financially responsible More information can be found by following the link to the summary report: https://www.spokanetransit.com/files/content/sta_community_perception_summary_report_2016.pdf Paratransit: Critical Data, Inc. was procured through a bidding process to conduct a telephone survey of 400 paratransit riders or their specific caregivers from a list provided by Spokane Transit. The interviews were performed using landline and cell phone interviews. Critical Data was successful in obtaining STA s goal to complete 400 interviews. The margin of error for this study is +/- 3.6%.
This study followed six similar studies implemented in 2006, 2007, 2008, 2010, 2012, and 2014. Survey respondents spent on average 18 minutes with Critical Data interviewers. More information can be found by following the link to the summary report: https://www.spokanetransit.com/files/content/sta_paratransit_summary_report_2016.pdf RECOMMENDATION TO COMMITTEE: Information only
CITIZENS ADVISORY COMMITTEE MEETING AGENDA ITEM 4f : RECRUITMENT/ORIENTATION UPDATE Charlie Howell, CAC Chair SUMMARY: Chair will provide an update on recruitment and orientation. Committee to discuss members with terms expiring June 2017. Larry Luton Ann Campeau Margaret Jones Fran Papenleur RECOMMENDATION TO COMMITTEE: Information only
CITIZENS ADVISORY COMMITTEE MEETING AGENDA ITEM 4g : PMER OBSERVATIONS Victor Frazier, CAC PMER Representative SUMMARY: CAC Representative to give a summary of April PMER meeting. RECOMMENDATION TO COMMITTEE: Information only
CITIZEN ADVISORY COMMITTEE MEETING OF AGENDA ITEM 5 : GENERAL BUSINESS Stacia Bowers, Executive Assistant
CITIZENS ADVISORY COMMITTEE MEETING AGENDA ITEM 6: REVIEW MAY 10, 2017, DRAFT AGENDA ITEMS Stacia Bowers, Executive Assistant SUMMARY: At this time, members of the Citizens Advisory Committee will have an opportunity to review and discuss the items proposed to be included on the agenda for the May 10, 2017 Committee meeting. Proposed agenda items include: Minutes of the, Committee meeting Corrections/Approval Legislative Priorities 2016 Year End Financials Plaza Renovation Update Recruitment/Orientation PMER Observations RECOMMENDATION TO COMMITTEE: Review and discuss