AGENDA ITEM
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Review and Approve LCB's Annual Evaluation of the CTC -- Citrus Connection's FY 2023-24
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PRESENTER
TPO Staff
SUMMARY
An Annual Evaluation of the CTC, covering FY 2023-24 was conducted by the TPO this Spring. Information from the Evaluation process is folded into the Transportation Disadvantaged Service Plan (see Agenda Item #10.)
Within the Evaluation Report, Citrus Connection has received a Notable Commendation as they are doing a good job reporting on identified local standards and performance measures. These are reported to the LCB at each quarterly meeting. Additionally, the CTC is reporting that 72% of the Coordinated TD system trips were on Fixed Route which is more than double the goal of the Fixed Route utilization rate.
Recommendations: Based on the TPO Staff scheduling and rider experience, it is recommended that CTC staff conduct refresher training for scheduling personnel to reduce hold times and streamline the scheduling process, with additional staffing support during peak hours as needed. Management should also perform periodic reviews of voicemail volume and ensure proper staff identification in voicemail prompts, enabling riders to leave messages for the appropriate personnel. In addition, improving driver identification visibility will strengthen rider confidence in operators, ensuring clear and immediate recognition as passengers onboard the vehicle.
There was one area of Noncompliance: During the May 15th, 2025; On the evaluation ride, it was observed that the signage with the helpline/ CTD telephone/ toll free number were not displayed on the vehicle. All fleet vehicles should be inspected to make sure all required signage is displayed in clear view for all riders consideration.
Timeline for Compliance: Vehicle sign inspection should be completed within 90 days.
RECOMMENDED ACTION
1. Review the information contained in the Evaluation Report and take action to approve it and authorize the LCB Chairman to sign th...
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