OMMUNITY TRANSPORTATION OORDINATOR EVALUATION · NET Non-Emergency Transportation TD Transportation...

COMMUNITY TRANSPORTATION COORDINATOR EVALUATION July 1, 2016 to June 30, 2017

March 2018 FINAL

Hillsborough MPO | Community Transportation Coordinator Evaluation i

Table of Contents

Section 1: Introduction .............................................................................................................................. 1-1

1.1 State Program .................................................................................................................................. 1-1

1.2 Local Program .................................................................................................................................. 1-1

1.2.1 County Demographics ............................................................................................................... 1-3

1.3 Transportation Disadvantaged Service Plan .................................................................................... 1-3

1.4 Purpose ............................................................................................................................................ 1-3

Section 2: TD Services ................................................................................................................................ 2-1

2.1 Other Transportation Providers ....................................................................................................... 2-1

Section 3: Performance Evaluation ............................................................................................................ 3-1

3.1 Reliability .......................................................................................................................................... 3-1

3.1.1 On-time Performance ............................................................................................................... 3-1

3.1.2 Travel Time ................................................................................................................................ 3-1

3.1.3 Road Calls .................................................................................................................................. 3-4

3.2 Service Effectiveness ........................................................................................................................ 3-4

3.2.1 Annual Trips per Capita ............................................................................................................. 3-4

3.3 Service Efficiency.............................................................................................................................. 3-4

3.3.1 Cost per Trip .............................................................................................................................. 3-4

3.3.2 Trips per Revenue Hour ............................................................................................................ 3-5

3.4 Service Availability ........................................................................................................................... 3-5

3.4.1 Vehicles per 100,000 Persons ................................................................................................... 3-5

3.4.2 Percentage of Denials ............................................................................................................... 3-5

3.4.3 Call-Hold Time ........................................................................................................................... 3-5

3.5 Safety ............................................................................................................................................... 3-5

3.5.1 Accidents per 100,000 Miles ..................................................................................................... 3-6

3.6 User Input ........................................................................................................................................ 3-6

3.6.1 Complaints ................................................................................................................................ 3-6

3.7 Customer Survey .............................................................................................................................. 3-6

3.7.1 Door-to-door Transportation Customer Survey ....................................................................... 3-6

3.7.2 HART Bus Pass Program Customer Survey ................................................................................ 3-7

Section 4: Responses to the 2016 CTC Evaluation Recommendations ...................................................... 4-1

Hillsborough MPO | Community Transportation Coordinator Evaluation ii

Section 5: 2017 CTC Evaluation Recommendations .................................................................................. 5-1

Appendix A: Glossary of Terms ................................................................................................................. A-1

Appendix B: FCTD 2017 Annual Performance Report ................................................................................ B-1

Appendix C: 31-Day Bus Pass Request Form ............................................................................................. C-1

Appendix D: Door-to-Door and Bus Pass Customers Survey Analysis ...................................................... D-1

Appendix E: Community Transportation Coordinator Evaluation Workbook ........................................... E-1

List of Figures Figure 1-1: Hillsborough County Transportation Disadvantaged Program Organization .......................... 1-2

Figure 3-1: Sunshine Line Survey Respondent Profile ............................................................................... 3-6

Figure 3-2: Sunshine Line Survey Comments Word Cloud ........................................................................ 3-7

Figure 3-3: Bus Pass Survey Respondent Profile ........................................................................................ 3-7

Figure 3-4: Bus Pass Survey Comments Word Cloud ................................................................................. 3-9

List of Tables Table 2-1: 2017 Coordination Contractors ................................................................................................ 2-2

Table 3-1: Hillsborough CTC 2017 Evaluation Results and Historical Performance .................................. 3-2

Table 3-2: 2017 and Historical Sunshine Line Door-to-Door User Survey Results ..................................... 3-8

Table 3-3: 2017 and Historical Bus Pass User Survey Results .................................................................... 3-9

Table 3-4: 2017 Bus Pass Survey Results by HART Service Type .............................................................. 3-11

Hillsborough MPO | Community Transportation Coordinator Evaluation iii

LIST OF ACRONYMS

ACTS Agency for Community Treatment Services

ADA Americans with Disabilities Act

AHCA Agency for Health Care Administration

APR Annual Performance Report

BOCC Board of County Commissioners

CTC Community Transportation Coordinator

CTD Commission for the Transportation Disadvantaged

DOPA Designated Official Planning Agency

FCTS Florida Coordinated Transportation System

FCTD Florida Commission of the Transportation Disadvantaged

FDOT Florida Department of Transportation

FTA Federal Transit Administration

F.S. Florida Statutes

FY Fiscal Year

HART Hillsborough Area Regional Transit

JARC Job Access Reverse Commute

LCB Local Coordinating Board

MMA Managed Medical Assistance

MPO Metropolitan Planning Organization

NET Non-Emergency Transportation

TD Transportation Disadvantaged

TDCB Transportation Disadvantaged Coordinating Board

TDSP Transportation Disadvantaged Service Plan

TDTF Transportation Disadvantaged Trust Fund

U.S.C. United States Code

Hillsborough MPO | Community Transportation Coordinator Evaluation 1-1

Section 1: Introduction

1.1 State Program

The Florida Coordinated Transportation System (FCTS) was created in 1979

with the enactment of Chapter 427, Florida Statute (F.S.). Chapter 427

defines transportation disadvantaged (TD) as:

“…those who because of physical or mental disability, income

status, or age are unable to transport themselves or to purchase

transportation and are, therefore, dependent upon others to

obtain access to health care, employment, education, shopping,

social activities, or children who are handicapped or high-risk or at-

risk as defined in Section 411.202, F.S.”

The statewide TD program was developed to improve coordination among

TD services sponsored by social and human service agencies. The

program’s purpose is to address concerns about duplication and fragmentation of transportation

services. The initial Chapter 427 legislation created the Coordinating Council for the Transportation

Disadvantaged with the Florida Department of Transportation (FDOT) for the purpose of coordinating

TD services throughout the state.

Chapter 427 was revised in 1989 to replace the Coordinating Council with the Commission for the

Transportation Disadvantaged (CTD), which was established as an independent commission authorized

to hire its own staff and allocate funding for specialized transportation services available through the

new Transportation Disadvantaged Trust Fund (TDTF). The 1989 legislative revisions also established

Community Transportation Coordinators (CTC) and Local Coordinating Boards (LCB) to administer and

monitor the TD program at the local level. The Metropolitan Planning Organization (MPO) or designated

official planning agency (DOPA) performs long-range planning and assists the CTD and LCB in

implementing the TD program within the designated service area.

1.2 Local Program Hillsborough County’s Board of County Commissioners (BOCC) is designated by the CTD as the

Hillsborough County CTC and has been since 1990. The Hillsborough County Coordinated System has

two main providers of service available to the general public: Sunshine Line (the provider for the CTC)

and Hillsborough Area Regional Transit (HART) (the public transit provider). Coordination contractors

serve specialized clients and are discussed in more detail in Section 2.1. The Sunshine Line is a

Hillsborough County agency that operates TD services within the County as a partial brokerage. It is

funded by the County as well as state and federal grants and user fees. It operated a fleet of 60 vehicles

during the 2016-2017 evaluation year and has the following responsibilities:

Provide pre-scheduled transportation services to the TD community through door-to-door

services.

Distribute bus passes purchased from HART, the County’s local transit service provider, for those

who are financially disadvantaged but physically able to use HART services.

Act as an informational clearinghouse for the public and refer members of the public to

transportation programs for which they may be eligible.

In the interest of providing better

service to its constituents, the

Hillsborough County

Transportation Disadvantaged

Coordinating Board goes beyond a

perfunctory evaluation of the

Community Transportation

Coordinator to truly understand the

successes and shortcomings of TD

service provision.


Ensure that transportation services funded through federal, state, and local sources for the TD

community are coordinated with each other in Hillsborough County.

Figure 1-1 shows how the system is organized in Hillsborough County.

Figure 1-1: Hillsborough County Transportation Disadvantaged Program Organization


1.2.1 County Demographics With a 12.2-percent population growth since 2010, Hillsborough County has the ninth highest

population growth rate in the state, according to the Bureau of Economic and Business Research (BEBR).

The County is also ranked 6th for percentage of population age 17 and younger, and 59th in the state for

percentage of population age 65 and older. According to the U.S. Census Bureau, 35.4 percent of the

County population age 65 and older has a disability, and 17 percent of the County population is below

the poverty level.

1.3 Transportation Disadvantaged Service Plan The Hillsborough County Transportation Disadvantaged Service Plan (TDSP) is a plan that documents and

updates unmet needs and barriers relative to the provision of transportation services through

Hillsborough County’s coordinated system. It includes recommendations for services to meet these

needs.

The goal of the 2016 TDSP is to “Promote an efficient, reliable, and safe transportation system that

provides the TD community access to work, school, healthcare, shopping, and social activities.”

Objectives:

Promote an efficient transportation system.

Promote a reliable transportation system.

Promote a safe transportation system for the TD by maximizing available bicycle and pedestrian

facilities.

Establish policies and procedures that ensure program effectiveness and integrity.

1.4 Purpose As a means to oversee the TD program in Hillsborough County, the Hillsborough County MPO’s

Transportation Disadvantaged Coordinating Board (TDCB) is tasked with oversight of the CTC, including

an annual evaluation of the CTC and the development of recommendations for the CTC based on the

results of the evaluation. A series of five evaluation criteria is used to evaluate the performance of the

CTC: Reliability, Service Effectiveness, Service Efficiency, Service Availability, and Safety.

It is the purpose of the annual evaluation to ensure that the most cost-effective, efficient, and

appropriate transportation services are provided to the entire TD population of Hillsborough County.

This report documents the CTC’s performance for the period from July 1, 2016, through June 30, 2017.


Section 2: TD Services Sunshine Line is a Hillsborough County agency designated by the BOCC to

operate TD services. The mission of the Sunshine Line is to provide safe,

cost effective transportation to those who, because of disability, age, or

income, are unable to provide or purchase their own transportation.

Two types of transportation are offered: door-to-door service operated

by Sunshine Line directly, or the bus pass program, which provides bus

passes to patrons to use HART buses or HARTPlus paratransit. Door-to-

door service is provided by County staff in County-owned vehicles. Vehicles are wheelchair lift equipped

and meet the Americans with Disabilities Act (ADA) standards. Door-to-door service is made available if

someone is unable to ride the HART bus system or needs to get to a location where HART service is

unavailable. HART bus passes are issued to those who are physically able to ride the HART bus system.

According to the U.S. Census Bureau, Hillsborough County residents aged 65 or older represented 13

percent of the total population in 2016, which is an increase of 1.4 percent since 2010. The Sunshine

Line provides transportation to and from medical facilities, aging services daycare, and senior nutrition

sites. Non-medical trips or other life-sustaining trips, such as group shopping, are also provided on a

space-available basis.

Fees for the Hillsborough County Sunshine Line are charged for trips based on client eligibility and

funding source rules. It is the responsibility of Sunshine Line to screen clients for eligibility, make

appointments for transportation, and distribute bus passes. Reservations for transportation may be

made up to seven days in advance, and must be made no fewer than two days in advance. Bus passes

must be requested at least five days in advance to allow time for the bus pass to be mailed to the client.

2.1 Other Transportation Providers As a partial brokerage CTC, the Sunshine Line provides some services directly and contracts out other

services. Florida Statute requires that the CTC enter into a coordination contract with agencies that

receive TD funds serving the general public, and are able to provide their own transportation more

effectively and more efficiently than the CTC. The coordination contract covers reporting, insurance,

safety, and other requirements. The contractor is approved by the TDCB before the contract is executed.

The coordination agreement between the contracted providers and the CTC allows for coordination of

services and the sharing of that information with the general public. The current coordinated contracted

providers for this evaluation period in Hillsborough County are listed in Table 2-1.

Medicaid transportation is provided by the individual’s Managed Medical Assistance (MMA) healthcare

plan. Each individual contacts his or her MMA provider to arrange transportation for medical

appointments and emergency transportation. For additional support, the Agency for Health Care

Administration (AHCA) provides medical representatives for assistance.

According to the U.S. Census Bureau,

Hillsborough County residents aged

65 or older represented 13 percent of

the total population in 2015, which is

an increase of 1.4 percent since

2010.


Table 2-1: 2017 Coordination Contractors

Coordination Contractors Transportation Services Provided

Agency for Community Treatment Services (ACTS)

Transportation to VA treatment, job interviews, schools, medical appointments, AA meetings, legal obligations, and social functions for ACTS disabled clients.

Angels Unaware, Inc.

Transportation provided for eight group homes operated by the agency. Residents are transported to sheltered workshops and job sites; adult day care; medical appointments; social, educational, and religious activities; and for personal business such as shopping, banking, or other appointments.

Brandon Sports & Aquatics Center Transportation to the Center’s after school, summer camp, and special needs sports and swim programs.

Drug Abuse Comprehensive Coordinating Office

Transportation to treatment services and for residential treatment programs.

Garden of Grace Ministries Transportation within and around Hillsborough County, transporting the disabled and infirm mainly to medical appointments.

HART ADA Complementary Paratransit (Interlocal Agreement)

ADA paratransit.

Human Development Center Transportation for medical, training, education, life sustaining activities, employment, nutrition, and social trips.

MacDonald Training Center, Inc. Transportation to/from training centers.

Mental Health Care, Inc. Transportation for in-patient, residential, and homeless clients to medical, life skills, court appointments and any other necessary service to provide help.

McClain, Inc. Transportation for grocery trips, employment, medical, and educational needs.

Northside Mental Health Hospital

Transportation for community support programs that provide a transitional network of social, residential, educational, and vocational activities to develop or refine skills necessary to function in the community. Transportation for clients to medication clinics, recreational activities, scheduled appointments, etc.

Quality of Life Community Services, Inc.

Quality of life trips where or when not otherwise available.

Quest, Inc. Transportation to/from residential facilities, including trips for employment, employment training, and community outings.


Section 3: Performance Evaluation

The Performance Evaluation includes the time period between July 1,

2016, and June 30, 2017. Standards were developed by the TDCB and

the CTC, and have been presented in the 2016-2021 TDSP. The following

five categories were used to evaluate the performance of the CTC. The

performance measures evaluate the Sunshine Line service only, except

where indicated otherwise.

Reliability

Service Effectiveness

Service Efficiency

Service Availability

Safety

The performance and evaluation standards are provided in Table 3-1. In addition, the performance of

the previous four years are included to show historical trends. Due to the CTC designation completed in

2015, a performance evaluation was not conducted for that year.

3.1 Reliability Reliability is an integral component of evaluating a successful transportation provider as it is the most

basic objective of the program and involves consistency and meeting or exceeding reasonable

expectations. The TDCB has established three standards to be used in the evaluation of reliability of

service: on-time performance, travel time, and road calls.

3.1.1 On-time Performance The on-time performance standard is measured by the scheduled appointment or return time compared

to the actual time the client is dropped off or picked up. The standard is that 90 percent of clients are to

be delivered “on time.” On-time shall mean that a client arrives at his/her scheduled destination no later

than his/her scheduled appointment time or picked up for return no more than 35 minutes after the

requested time.

Based on the trips reviewed for on-time performance of both in-bound and out-bound trips (a total of

151,093 trips), 92.32 percent of trips were within the required parameters; therefore, the standard has

been met for the evaluation period.

3.1.2 Travel Time The travel time standard measures the amount of time a client rides in a vehicle. The standard states

that 95 percent of clients should not spend more than 90 minutes per trip in a vehicle. This is especially

important when transporting medically frail or infirm clients.

A total of 151,091 trips were analyzed from the period between July 2016 and June 2017. Approximately

95.23 percent of all trips met the 2017 travel time standard; therefore, the standard has been met.

Hillsborough County continues to

provide quality TD service, meeting or

exceeding most performance

standards.


Table 3-1: Hillsborough CTC 2017 Evaluation Results and Historical Performance

Reliability

90% of trips are not late 92.32% ↗ 93.22% ↗ 94.50% ↗ 94.20% ↗ 93.10% ↗

95% time in van < 90

minutes95.23% ↗ 96.40% ↗ 97.60% ↗ 97.10% ↗ 97.30% ↗

< 7 road calls per

100,000 miles17.2 ↘ 17.9 ↘ 20.1 ↘ 5.9 ↗ 8.0 ↘

> 0.5 trips per capita

annually0.53 ↗ 0.52 ↗ 0.79 ↗ 0.90 ↗ 1.00 ↗

< $12.37 per trip $12.19 ↗ $10.34 ↗ $9.56 ↗ $8.60 ↗ $9.30 ↗

> 2 trips per revenue

hour2.19 ↗ 2.15 ↗ NA - NA - NA -

Performance Criteria 2016 TDSP Standard 2017 2016 2014 2013 2012

On-time

Performance

Travel Time

Road Calls

Trips per Capita1

Cost per Trip2

Trips per

Revenue Hour3

Reliability

Service Efficiency

Service Effectiveness


Table 3-1: Hillsborough CTC 2017 Evaluation Results and Historical Performance (continued)

↗ Meets performance standard

↘ Does not meet performance standard

Note: Performance evaluation data not available for 2015 1 Performance standard includes entire coordinated TD system 2 Performance standard includes Sunshine Line and Bus Pass program 3 New performance standard established in 2015 TDSP 4 Not an indication of unmet needs


> 5 vehicles per 100,000

persons17.98 ↗ 17.59 ↗ 20.90 ↗ 21.80 ↗ 22.60 ↗

< 2.5% of requests

denied0.21% ↗ 0.33% ↗ 0.24% ↗ 0.50% ↗ 0.50% ↗

< 4 minutes 2:06 ↗ 1:53 ↗ 1:33 ↗ 1:52 ↗ 1:53 ↗

Safety

< 1.2 chargeable

accidents per 100,000

vehicle miles traveled

0.46 ↗ 0 ↗ 0.55 ↗ 0.18 ↗ 0.02 ↗

< 2 per 1,000 trips 0.21 ↗ 0.29 ↗ 0.08 ↗ 0.02 ↗ 0.05 ↗

Vehicles Available1

Percentage of

Denials4

Call-Hold Time

Accidents

Complaints


Safety

User Input

Performance Criteria 2016 TDSP Standard 2017 2016 2014 2013 2012


3.1.3 Road Calls Reliability of the service is closely tied to the reliability of the vehicles in that system. This criterion

evaluates the reliability of the fleet, with the goal and standard stating that the coordinator should have

no more than 7 road calls per 100,000 vehicle miles traveled. For the 2017 evaluation period, a total of

189 road calls were made.

The total vehicle miles traveled during the reporting period was 1,095,781, resulting in an average of

5,797 miles traveled per vehicle between road calls, or 17.2 road calls per 100,000 miles traveled. This is

a slight improvement from the previous evaluation period, however, the 2017 Road Calls standard was

not met. It should be noted that Sunshine Line’s response to road calls is immediate, and no complaints

are received from riders regarding response time.

3.2 Service Effectiveness Effectiveness determines how well the program produces trips to all in need with the resources

available. The performance criterion of annual trips per capita is the sole criterion that has been

established to evaluate service effectiveness.

3.2.1 Annual Trips per Capita Annual trips per capita refers to the total number of trips provided by the coordinated TD system in

relation to the County’s population. There are 13 agencies that provide TD services in Hillsborough

County in coordination with the CTC. The total number of trips provided by all 13 agencies is used for

this criterion rather than only the number of door-to-door trips provided by Sunshine Line. The standard

states that system-wide, the coordinator will provide no less than an average of 0.5 trips per capita.

According to the Census, the 2017 county-wide population was estimated to be 1,376,238. The total

number of system-wide trips provided by the agencies during the evaluation period was 728,145.

Therefore, the program provided 0.53 trips per capita. This means that the Annual Trips per Capita

standard was met.

3.3 Service Efficiency Financial resources are often limited in government programs, and the same is true for the TD program.

Therefore, what the coordinator is able to accomplish with the available resources becomes increasingly

important. Service measures are put in place to assess the CTC’s service delivery compared to its costs.

There are two established service efficiency performance criterion, overall cost per trip and trips per

revenue hour.

3.3.1 Cost per Trip The average cost per trip is determined through a comparison based on a statewide “Median Cost per

Total Trip” index. For this criterion, local cost per trip shall be below the statewide annual median cost,

as published each January by the CTD in its Annual Performance Report (APR) for the previous year.

The average cost per trip is determined by the total door-to-door transportation costs, bus passes

purchased by the CTC operator from HART, and any related administrative costs. To meet the standard,

the average cost per trip should be less than $12.37, as derived by calculating the average cost per trip

for all Florida counties in the 2017 CTD APR. A separate comparison showing cost per paratransit trip of

the State’s seven urbanized TD programs is included in Appendix B.


The total program cost for the CTC’s 2017 evaluation period was $5,816,001. The total number of trips

for the door-to-door service and bus passes was 476,766. The coordinator provided each trip at an

average cost of $12.19, meaning that the 2017 Cost per Trip standard was met.

In order to be approved for a 31-day bus pass, customers must prove they that take at least four trips

per week in addition to going through an extensive application process. The application form customers

must complete is shown in Appendix C.

3.3.2 Trips per Revenue Hour The Trips per Revenue Hour performance standard is a relatively new standard introduced in the 2015

TDSP Update. This standard requires the coordinator to provide no fewer than two door-to-door trips

per revenue hour. Over the 2017 evaluation period, Sunshine Line provided 2.19 trips per revenue hour,

meaning that the standard was met.

3.4 Service Availability Due to the great demand for TD trips and the challenge of providing such transportation, maximizing the

availability of service is one of the most fundamental efforts undertaken by the CTC. The TDCB has three

established criteria to measure system capacity and availability: number of vehicles per capita,

percentage of denials for service, and call-hold time.

3.4.1 Vehicles per 100,000 Persons The standard set in the 2016 TDSP states that the CTC will provide no fewer than 5 vehicles per 100,000

residents system-wide. According to the Census, the 2017 county-wide population was 1,376,238. There

were 248 vehicles total (for all supporting agencies including Sunshine Line); therefore, the program

averaged 18.02 vehicles per 100,000 residents, indicating that the 2017 Vehicles per 100,000 Persons

standard was met.

3.4.2 Percentage of Denials A denial occurs when eligible TD clients request service but are denied due to limited capacity of the

network. The standard states that the coordinator will deny no more than 2.5 percent of client requests

for transportation. During this evaluation period there were a total of 152,760 requests made for door-

to-door service. Of the total requests, 320, or approximately 0.21 percent, were denied. This result

indicates that the percentage of denials standard was met.

3.4.3 Call-Hold Time Hold time is the duration of time between the introductory phone system message ends and when an

operator is reached. The standard in the 2016 TDSP states that clients who call the coordinator to

schedule a trip shall reach an operator within an average of four minutes. The average hold time for the

evaluation period was 2 minute and 6 seconds, meeting the established four-minute standard.

3.5 Safety Safety is one of the most important aspects of quality. A lack of safety can be considered a failure of the

program to protect public health and welfare. Further, failures in safety are costly. There are many ways

that safety can be measured and predicted. The TDCB has chosen to monitor safety by evaluating the

ratio of accidents to miles traveled.


3.5.1 Accidents per 100,000 Miles The 2016 standard states that the coordinator should have no more than 1.2 chargeable accidents per

100,000 vehicle miles. This evaluation criterion applies to Sunshine Line door-to-door trips only.

The CTC currently tracks chargeable and non-chargeable accidents, as well as those considered at-fault

versus non-fault. An accident in which the CTC driver is at fault is chargeable. During the 2017 evaluation

period, there were a total of eight accidents, five of which were chargeable accidents. This is equivalent

to 0.46 accidents per 100,000 vehicle miles, meeting the established standard.

3.6 User Input

3.6.1 Complaints The 2016 TDSP states that the coordinator will receive no more than two complaints, on average, per

1,000 trips. The grievance procedures are outlined in Section 4.3 of the 2016 TDSP.

During the evaluation period, 32 complaints were received related to Sunshine Line service delivery. This

is 12 fewer complaints than the 2016 evaluation period, and meets the Complaints standard at 0.21

complaints per 1,000 trips.

3.7 Customer Survey As an additional means to determine whether the TD services in the County are meeting customer

needs, a formalized assessment is undertaken each year to measure the level of rider satisfaction. The

TDCB’s Evaluation Subcommittee develops two customer satisfaction surveys and administers them to

existing door-to-door and bus pass customers on an annual basis.

To encourage participation, the cover letter and survey questions are distributed in both English and

Spanish, and pre-addressed postage-paid return envelopes are provided. The customer surveys were

distributed by mail in October 2017.

3.7.1 Door-to-door Transportation Customer Survey Of the Sunshine Line door-to-door surveys distributed, 425 surveys were completed and returned.

Figure 3-1 depicts a profile of the average Sunshine Line customer based on the survey results.

Figure 3-1: Sunshine Line Survey Respondent Profile


The percent of positive results for each of the service rating

questions is shown in Table 3-2. Responses were considered

positive if the respondent answered “Agree” or “Strongly

Agree.”

In addition to the percentage of positive results from the

current evaluation, results from the past four evaluation years

have been included to show the historical trend. In general, the

door-to-door user survey results suggest that satisfaction with

the service has remained very high since the 2012 evaluation

year, with a 96 percent approval rating for this year. The door-

to-door survey results summary can be found in Appendix D.

A word cloud was generated from the Sunshine Line survey comments, and is shown in Figure 3-2. The word cloud is composed of the words that were used in the survey comments. The size of each word indicates its frequency. The words in larger font indicate that they were used the most by customers who submitted comments with their survey.

3.7.2 HART Bus Pass Program Customer Survey Of the bus pass surveys distributed, 533 surveys were completed and returned. Figure 3-3 depicts a

profile of the average Bus Pass customer based on the survey results.

Figure 3-3: Bus Pass Survey Respondent Profile

Figure 3-2: Sunshine Line Survey

Comments Word Cloud


Table 3-2: 2017 and Historical Sunshine Line Door-to-Door User Survey Results

Note: Percentages represent positive responses, which are combined counts of “Strongly Agee” and “Agree” responses.

QuestionChange

2016-20172017 2016 2015 2014 2013

Vehicles are clean. - 99% 99% 99% 100% 99%

Vehicles are free of litter. - 99% 99% 99% 99% 99%

Vehicles are kept in safe condition. -1% 98% 99% 99% 100% 99%

Equipment works well. -1% 96% 97% 97% 98% 99%

Drivers are courteous. -1% 98% 99% 98% 100% 99%

Drivers practice safe driving. - 99% 99% 99% 99% 99%

Drivers know how to help people with

different types of disabilities.-1% 98% 99% 99% 99% 98%

Drivers correctly use equipment. -1% 98% 99% 99% 99% 100%

Telephone calls are answered promptly. - 94% 94% 94% 92% 95%

Reservationists are courteous. +1% 99% 98% 98% 95% 97%

Reservationists are helpful. - 98% 98% 98% 95% 97%

Trip information is recorded accurately. -1% 96% 97% 96% 94% 98%

The automated phone system is helpful. -1% 92% 93% 96% 92% 94%

I am satisfied with the reservations +2% 97% 95% - - -

I am picked up on time. +2% 95% 93% 93% 94% 95%

I am dropped off in time. - 95% 95% 95% 96% 96%

I am dropped off in the correct location. - 99% 99% 99% 99% 100%

Length of travel time on the vehicle is

reasonable.- 97% 97% 98% 98% 98%

Problems are resolved quickly. - 95% 95% 96% 94% 97%

Complaints are handled in a satisfactory

manner.-1% 94% 95% 96% 94% 96%

Over the past year, Door-to-Door

transportation has improved.-2% 95% 97% 98% 96% 97%

Overall, I am satisfied with Door-to-Door

transportation.- 97% 97% 98% 99% 99%

Door-to-Door service improves my

independence.-1% 98% 99% - - -

Door-to-Door service improves my quality

of life.- 98% 98% - - -


Because the bus pass program utilizes HART to provide

transportation services, the survey questions generally relate to

HART-specific service, and do not reflect the CTC’s transportation

services. The percent of positive results for each service rating

question on the 2017 Bus Pass user survey are shown in Table 3-3.

Responses were considered positive if the respondent answered

“Agree” or “Strongly Agree.”

In addition to the positive results from the current evaluation,

results from the past four evaluation years have been included to

show the historical trend. Table 3-4 depicts the answers separated

by HART service type (i.e., fixed route vs. paratransit). In general,

the level of satisfaction with HART services has remained fairly

constant over the last five years. The bus pass customer survey

results summary can be found in Appendix D.

A word cloud was generated from the bus pass survey comments,

and is shown in Figure 3-4.

Figure 3-4: Bus Pass Survey Comments

Word Cloud


Table 3-3: 2017 and Historical Bus Pass User Survey Results


QuestionChange

2016-20172017 2016 2015 2014 2013

Vehicles are clean. +2% 90% 88% 85% 87% 88%

Vehicles are free of litter. +1% 84% 83% 80% 82% 83%

Vehicles are kept in safe condition. -1% 94% 95% 93% 93% 93%

Equipment works well. - 93% 93% 91% 92% 91%

Drivers are courteous. -2% 85% 87% 85% 84% 84%

Drivers practice safe driving. -3% 91% 94% 93% 93% 93%


different types of disabilities.- 89% 89% 90% 90% 90%

Drivers correctly use equipment. - 97% 97% 95% 96% 95%

Complaints are handled in a

satisfactory manner.-6% 80% 86% 81% 80% 80%

Overall, I am satisfied. N/A 94% - - - -

Bus passes improves my independence. N/A 97% - - - -

Bus passes improve my quality of life. N/A 94% - - - -


Table 3-4: 2017 Bus Pass Survey Results by HART Service Type


Question HARTPlus HART

Vehicles are clean. 97% 88%

Vehicles are free of litter. 95% 80%

Vehicles are kept in safe condition. 94% 95%

Equipment works well. 92% 95%

Drivers are courteous. 93% 82%

Drivers practice safe driving. 93% 91%


different types of disabilities.92% 88%

Drivers correctly use equipment. 98% 96%

Complaints are handled in a satisfactory

manner.81% 80%

Overall, I am satisfied. 98% 92%

Bus passes improves my independence. 99% 97%

Bus passes improve my quality of life. 98% 95%


Section 4: Responses to the 2016 CTC Evaluation Recommendations

The following recommendations were made by the TDCB following the 2016 evaluation of the CTC.

Steps taken to address each of the recommendations are included below.

Customer Surveys

1. Distribute surveys to customers in November, March, and July so that data are collected

throughout the year. Collecting data every four months will provide more comprehensive results

and a more accurate representation of the quality of service year-round.

Response: Can move forward with the recommendation as funding becomes available.

2. Offer space on the survey for customers to provide contact information so that the CTC may

address comments personally.

Response: The customer survey provides space for the customer to fill out his/her name. This

gives Sunshine Line sufficient information to contact customers and address comments or

concerns provided on the survey.

Performance

3. Increase the reliability of the Sunshine Line by decreasing the number of road calls per 100,000

vehicle miles traveled. Seven new vehicles were acquired in 2016, and 14 more vehicles have

been ordered for Fiscal Year (FY) 2017. With 35 percent of the fleet made up of new vehicles,

the number of road calls is expected to decline significantly.

Response: The 14 vehicles ordered for FY 2017 have been implemented into the fleet and more

have been ordered for 2018. As shown in the performance evaluation, the number of road calls

per 100,000 vehicle miles has slightly decreased since the 2016 evaluation.

4. Consider meeting with the TDCB to discuss the new bus pass trip-counting procedure. When

comparing trip counts for this evaluation period using the new bus pass counting method versus

the old method, the new method yields 40 percent less trips than the one used in previous

evaluation periods. This not only significantly increases the cost per trip, but could potentially

affect grant funding in the future.

Response: The CTC and the LCB agree that the old trip-counting procedure is more accurate than

the new procedure. The old procedure is used in the performance evaluation as it is consistent

with previous evaluations. However, the new procedure is still used when submitting the Annual

Operating Report to the State.


Service

5. The TD population forecast projected in the 2016 TDSP indicates that annual TD trips in

Hillsborough County could increase 20 percent to 5,165,583 trips by 2025. The CTC should

consider expanding service to prevent an increase in denials.

Response: Sunshine Line is considering expansion of service to include a 31 day bus pass system

including all priorities identified in the TDSP for riders, and actively promoting the service

through social media to express this issue.

6. Based on results from the customer survey, it is recommended that HART drivers be given

additional training on how to assist elderly riders and persons with disabilities when getting on

and off the bus.

Response: The comment from the survey has been noted and forwarded to HART to address.


Section 5: 2017 CTC Evaluation Recommendations The following recommendations have been made based on the 2017 CTC Evaluation:

Customer Surveys

1. Door-to-door and bus pass customer surveys should be distributed during the first week of July.

Distributing surveys at the beginning of the new fiscal year will allow respondents to better

answer questions based on their experiences during the evaluation period.

Performance

2. Sunshine Line should continue seeking to increase the reliability of the service in terms of

number of road calls per 100,000 vehicle miles by turning over the fleet based on federally-

accepted useful life cycles and by providing ongoing maintenance to existing vehicles. If these

preventative actions are taken, the number of road calls should continue to decline.

Service

3. The 2017 customer survey responses show that HART drivers continue to have issues assisting

the elderly and persons with disabilities. The survey also reveals that drivers often start moving

before customers have had the chance to sit down. Safety training should be given to HART

drivers in order to make customers feel safe and comfortable when using HART services.

4. Nearly 14 percent of the comments provided on the bus pass customer surveys were written in

Spanish. Additionally, some bus pass survey respondents even expressed a need for more

Spanish-speaking bus drivers. HART should consider hiring bi-lingual drivers in the future, as well

as ensure that all materials provided in English have Spanish versions available.

5. Provide additional trips for adult day care, nutrition sites, and other trip purposes as requested

and purchased by funding agencies given that the TD program currently operates under a

system of trip priorities.

Hillsborough MPO | Community Transportation Coordinator Evaluation A-1

Appendix A: Glossary of Terms


Glossary of Terms

Americans with Disabilities Act (ADA) - ADA gives federal civil rights protections to individuals with

disabilities, guaranteeing equal opportunity for individuals with disabilities in public accommodations,

employment, transportation, state and local government services, and telecommunications. For

transportation, this requires that all fixed route services are accessible to the disabled, and that

complementary door-to-door services are provided for those individuals who are unable to use the fixed

route system.

Appointment Time – The appointment time refers to the time that a client needs to be at the

destination.

Chargeable Accident – An accident in which the CTC driver is at fault.

Community Transportation Coordinator (CTC) – The CTC is the agency responsible for the delivery of

transportation disadvantaged services in each county, and operates under an agreement with the

Florida Commission for the Transportation Disadvantaged (CTD). The CTC provides these services

directly, or acts as a broker of services using a range of providers.

Denial – This occurs when the coordinator cannot schedule the trip the client requested due to limited

capacity of the network, and the client cannot travel on a suggested alternative date and/or time.

Drop-Off Time – This refers to the actual time a client arrives at a destination, as shown on the driver’s

log.

Goal – The goal represents the optimal level of operation and is the ultimate level of performance that

the CTC seeks to achieve.

Hold Time – The duration of time between the introductory phone system message and when an

operator is reached.

Metropolitan Planning Organization (MPO) – the area-wide organization responsible for conducting the

continuous, cooperative, and comprehensive transportation planning and programing in accordance

with the provisions of 23 U.S.C.s. 134, as provided in 23 U.S.C.s. 104(f)(3). The MPO also serves as the

official planning agency referred to in Chapter 427, F.S.

On-Time Performance – This refers to the efficiency of an operator in regards to picking-up and

dropping off clients.

Passenger Trip – A passenger trip is a one-way trip, consisting of one person traveling in one direction

from an origin to a destination.

Road Call – A road call is a maintenance call that results in an interruption in transportation of a vehicle

in service.

Standard – The standard is the level of performance used to determine whether the CTC performed to

the desired level during a given evaluation year.


Transportation Disadvantaged Coordinating Board (TDCB) – This board oversees the provision of

transportation disadvantaged services in a specific county. Rule 41-2, which implements Chapter 427,

requires the creation of this board within each MPO.

Transportation Disadvantaged (TD) Population – TD persons include those who, because of disability,

income status, or inability to drive due to age or disability are unable to transport themselves.

Transportation Disadvantaged Services – This is a specialized transportation service provided by many

vehicle types (including automobiles, vans, and buses) between specific origins and destinations that are

typically used by transportation disadvantaged persons.

Travel Time – Travel time refers to the time that a client spends in the vehicle to complete a passenger

trip.

Hillsborough MPO | Community Transportation Coordinator Evaluation B-1

Appendix B: Florida Commission of the Transportation Disadvantaged

2017 Annual Performance Report

15 | P a g e

STATEWIDE SUMMARY

County: Florida Commission for the Demographics Number

CTC: Transportation Disadvantaged

Contact: 605 Suwannee Street, M-S 49 20,612,439

Tallahassee, FL 32399-0450

850.410.5700 8,653,338

800.983.2435

Website: www.fdot.gov/ctd 400,481

Trips By Type of Service 2015 2016 2017 Vehicle Data 2015 2016 2017

Fixed Route (FR) 6,747,821 10,481,518 11,278,146 Vehicle Miles 88,717,630 93,048,270 95,945,735

Deviated FR 864,141 796,354 722,047 Revenue Miles 74,892,108 75,642,955 79,702,553

Ambulatory 8,295,589 8,431,669 8,735,836 Roadcalls 2,651 2,404 2,154

Non-Ambulatory 1,735,076 1,742,608 1,799,586 Accidents 1,243 1,601 1,371

Stretcher 7,419 2,591 1,639 Vehicles 4,691 4,142 4,233

School Board 130,908 167,398 99,396 Driver Hours 6,457,470 6,859,501 7,557,309

TOTAL TRIPS 17,780,954 21,622,138 22,636,650

Passenger Trips By Trip Purpose Financial and General Data

Medical 5,440,070 5,164,765 5,622,291 Expenses $250,425,496 $273,667,057 $280,061,013

Employment 2,703,968 3,471,560 3,597,565 Revenues $252,248,677 $267,320,111 $285,399,016

Ed/Train/DayCare 3,210,375 3,433,064 5,331,015 Commendations 4,514 5,428 4,144

Nutritional 1,322,867 2,022,764 3,496,933 Complaints 9,603 5,910 8,345

Life-Sustaining/Other 5,103,674 7,529,985 4,588,846 Passenger No-Shows 231,708 242,049 283,836

TOTAL TRIPS 17,780,954 21,622,138 22,636,650 Unmet Trip Requests 155,607 726,932 1,947,023

Passenger Trips By Funding Source Performance Measures

CTD 4,706,186 8,487,760 10,129,858 Accidents per 100,000 Miles 1.40 1.72 1.43

AHCA 592,394 839,705 779,017 Miles between Roadcalls 33,466 38,706 44,543

APD 1,828,939 1,647,992 1,680,022 Avg. Trips per Driver Hour 1.71 1.62 1.50

DOEA 1,176,605 797,485 855,943 Avg. Trips per Para Pass. 30.26 25.67 48.58

DOE 274,893 202,449 287,305 Cost per Trip 14.08 12.66 12.37

Other 9,201,937 9,646,747 8,904,505 Cost per Paratransit Trip 21.91 23.19 23.61

TOTAL TRIPS 17,780,954 21,622,138 22,636,650 Cost per Driver Hour 37.44 37.66 35.48

Cost per Total Mile 2.73 2.78 2.79

Statewide Population

Potential TD Population

UDPHC

Hillsborough MPO | Community Transportation Coordinator Evaluation C-1

Appendix C: 31-Day Bus Pass Request Form

Hillsborough MPO | Community Transportation Coordinator Evaluation D-1

Appendix D: Door-to-Door and Bus Pass Customers Survey Analysis

Hillsborough MPO | Door-to-Door Customer Survey Results D-2

Hillsborough County Sunshine Line 2017 Door-to-Door Customer Survey Results

Surveys were distributed to Sunshine Line customers in October 2017. The survey consisted of 15

questions regarding customer demographic characteristics and riding habits, in addition to 24 questions

asking clients to rate various aspects of the service. The survey also allowed for comments. A total of

425 surveys were completed and returned. A summary of the survey responses is presented below. The

survey results were compared against the 2016 survey summary. No significant differences were found.

DEMOGRAPHICS The first two survey questions asked for the customer’s gender and age. Figure 1 shows that an

overwhelming percentage (77%) of respondents were female, and Figure 2 shows that 80 percent of

respondents are age 60 or over.

Figure 1: My gender is:

Figure 2: My age is:

Male23%

Female77%

Under 200%

20 to 291%

30 to 392%

40 to 494%

50 to 5913%

60 or Over80%


CUSTOMER TRIP CHARACTERISTICS Figures 3 through 14 show results for questions pertaining to how customers typically use door-to-door

services.

Respondents were asked how many years they have been using Sunshine Line door-to-door service.

More than half of customers who responded said that they have been using the service for less than

three years. The complete results are shown in Figure 3.

Figure 3: I have used Sunshine Line door-to-door service for:

The next four questions asked customers for what purpose they use the door-to-door service. A majority

of respondents said that they use the service for medical appointments and shopping or recreation.

More detailed results are shown in Figures 4 through 7, below.

Figure 4: I have used a bus pass for dialysis treatment.

Less than 1 year23%

1 to 2 years20%

2 to 3 years12%

3 or more years37%

Not Sure8%

Yes7%

No93%


Figure 5: I have used door-to-door transportation for medical appointments.

Figure 6: I have used door-to-door transportation for work or education.

Yes61%

No39%

Yes9%

No91%


Figure 7: I have used a door-to-door transportation for shopping or recreation.

When asked whether they normally travel alone or with other people, a majority of respondents said

that they travel alone. These results are displayed in Figure 8.

Figure 8: Most of the time I travel:

Respondents were asked how often they use door-to-door transportation services. As shown in Figure 9,

36 percent of respondents said that they use door-to-door transportation services at least five times per

month.

Yes48%No

52%

Alone67%

As part of a group19%

With an escort11%

Not Sure3%


Figure 9: I use door-to-door transportation service:

The majority of the respondents reported that they boarded the vehicle by themselves most of the time

(74%). Figure 10 also shows that 20 percent of respondents use a lift to get onto the vehicle.

Figure 10: Most of the time I get on the vehicle:

When asked what door-to-door service they typically use, 85 percent of respondents said that their

transportation is provided by Sunshine Line. The rest of the results can be seen in Figure 11.

Less than once a month

18%

1 to 4 times a month

46%


14%


10%

More than 15 times a month

12%

By myself74%

Using a lift20%

Not Sure2%

Other4%


Figure 11: Most of the time my door-to-door transportation is provided by:

Figure 12 shows 84 percent of respondents agree that when they need to go somewhere, transportation

is available. Out of the 58 respondents who replied “No,” the most common places they would like to go

are doctor appointments, grocery shopping, and personal activities.

Figure 12: When I need transportation to go somewhere, it is available.

Questions 14 and 15 asked respondents if they have or would ever travel to Pasco or Pinellas Counties

for various reasons. These results can be found in Figures 13 and 14.

Sunshine Line85%

MMG Transportation/Taxi

1% HART7%

Not Sure4%

Other3%

Yes84%

No16%


Figure 13: Would you or your family go to Pasco and Pinellas County if you had transportation for:

Figure 14: Do you or a family member ever need to go to Pasco or Pinellas for:

Medical58%

Work2%

Shopping24%

Other16%

Medical40%

Work1%

Shopping21%

Other38%


SERVICE RATING The rest of the survey asked respondents to rate various aspects of the services based on their most

recent door-to-door transportation experience. Respondents had an opportunity to rate the vehicles,

the drivers, the reservations, the trips, the service, and give their overall rating. The results are shown

below in Figures 15 through 22. At least 90 percent of respondents gave positive feedback to most

categories (responded either agree or strongly agree).

Figure 15 shows that almost all respondents agree the vehicles are clean, free of litter, in safe condition,

and that the equipment works well. Additionally, Figure 16 shows respondents agree that drivers are

courteous, they practice safe driving, they know how to help people with different disabilities, and the

correctly use equipment.

Figure 15: Vehicles

Figure 16: Drivers

90% 89% 87%81%

9% 10% 11%15%

0% 1% 1% 3%1% 1% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Vehicles are clean Vehicles are free of litter Vehicles are kept in safecondition

Equipment works well

Strongly Agree Agree Disagree Strongly Disagree

89% 90% 87% 91%

9% 9% 11% 7%1% 1% 1% 1%1% 0% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Drivers are courteous Drivers practice safedriving

Drivers know how tohelp people with

different disabilities

Drivers correctly useequipment



Regarding Sunshine Line reservations, Figure 17 shows that at least five percent of respondents disagree

that the telephone calls are answered promptly and that the automated phone system is helpful.

Figure 17: Reservations

As shown in Figure 18, only five percent of respondents think pick up and drop off times need to be

improved.

Figure 18: Trips

66%

81% 80% 75%66%

84%

28%

18% 18% 21%26%

13%4% 1% 1% 2% 5%

2%2% 1% 1% 1% 3% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Telephone callsare answered

promptly

Reservationists arecourteous

Reservationists arehelpful

Trip information isrecorded

accurately

The automatedphone system is

helpful

I am satisfied withthe reservations

process


72% 76%88%

79%

23% 19%

11%18%

4% 4% 0% 2%1% 1% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I am picked up on time I am dropped off ontime

I am dropped off at thecorrect location

Length of travel time onthe vehicle is reasonable



Figure 19 shows that only five percent of respondents disagree that problems are resolved quickly and

only six percent disagree that complaints are handled in a satisfactory manner.

Figure 19: Service

Figure 20: Service – Over the past year, door-to-door transportation services have stayed the same or improved

76% 76%

19% 18%

3% 4%2% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Problems are resolved quickly Complaints are handled in a satisfactorymanner


Strongly Agree, 75%

Agree, 21%

Disagree, 2%

Strongly Disagree, 3%


Overall, Figure 21 shows that 97 percent of respondents are satisfied with the door-to-door

transportation service. A similarly significant proportion of respondents also agree that the service

improves their independence and quality of life.

Figure 21: Overall Rating

COMMENTS Of the 425 surveys completed, 149 comments were received. Each comment was categorized as either

Praise, Complaint, or Information/Request. Figure 22 shows the distribution of the comment categories.

Figure 22: Summary of Comments

86% 85% 86%

11% 13% 12%2% 0% 1%1% 1% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Overall, I am satisfied withdoor-to-door transportation

Door-to-door service improvesmy independence

Door-to-door service improvesmy quality of life


Praise, 72%

Complaint, 14%

Information/Request, 13%


Comments were compiled from the surveys and are presented in Table 1. Comments received in Spanish

were translated into English. Out of the 40 complaint and information/request comments in the door-

to-door survey, there was only one issue that stood out as reoccurring:

Respondents think 90 minutes before an appointment is too early to be picked up.


Table 1: Door-to-Door Survey Comments

Survey ID Comment Type

4 Very happy. Praise

5 My cat passed away because I could not take him to the vet on Sunshine Line.

Complaint

6 I am very happy with the service Sunshine Line provides to my mom. I feel confident every time she goes out.

Praise

9 I need a way to leave my apartment. No other way than to use the bus. Praise

10 Drivers are wonderful. Praise

11 Excellent resource to keep seniors independent. Praise

19 Sunshine Line is discontinuing my address. I am trying to get HART passes.

Information/Request

22 The complaint I had no longer works for you. All is forgiven and forgotten. Thank you.

Praise

24 I am satisfied with the service I have received. Praise

26 It's a great service and I'm very happy with it. (Spanish) Praise

28 Drivers are professionals. Always on time and very pleasant. Praise

29 I am very pleased with service. I get a chance to get out. Praise

30 I depend on Sunshine Line to get to my appointments. Please keep doing what you are doing.

Praise

33 Keep up the great work, I really like Sunshine Line. Praise

37 Timeliness is an issue. Have been late to appointments a few times. Complaint

40 Sunshine Line vans and drivers are so wonderful. I enjoy talking to the drivers, they are so polite.

Praise

44 This service has been more than helpful for me. God bless the company. Praise

46 I just want to thank you all very much. God bless you. Praise

54 The female drivers don't help the elderly passengers that require assistance. The male drivers do help. (Spanish)

Complaint

56 I am a disabled passenger but I want to thank you for the interest and the help that the county provides. (Spanish)

Praise

59 The service is excellent. Praise

60 Very happy with the service. My drivers are excellent. (Spanish) Praise

61 More flexible hours for adults. (Spanish) Information/Request

64 Most of the time pick up is in 1.5 hour window, but only if traffic is heavy.

Complaint

66 Advertise more, I found the phone number by accident. But I am so thankful. I've told other about the service.

Praise

68 Keep up the good work! Praise

70 I am grateful. Without Sunshine Line I would be lost. Praise

73 I don't have the service anymore. Information/Request

77 I would like to obtain the HART pass. (Spanish) Information/Request


81 I was left waiting for a ride back home for 2.5 hours, all of my frozen food melted. Drivers play music too loud.

Complaint

82 Thank you for helping me in a tremendous way! Praise

85 I wish I had the Sunshine Line service. Drivers are very kind and helpful. Praise

86 Driver Sandra Peterson is extremely helpful and kind. She is a breath of fresh air.

Praise

93 I wish the bus could take me to Chuck's Health Foods and BJ's wholesale store.

Complaint

95 I feel I should have a choice between Sunshine Line and HARTPlus. I may possibly lose transportation altogether.

Complaint

96 I am moving to Wesley Chapel and would like to have your service. I am going to miss my drivers. Does Wesley Chapel have transportation?

Praise

101 Sometimes pickup is several hours before appointments. Complaint

102 I wouldn't be able to do most of my shopping if it weren't for the bus. Praise

104 Service helps greatly to improve my quality of life. I would like to go to a Pasco County doctor.

Praise

105 Very satisfied, thank you. Praise

106 I thank God for Sunshine Line and should have a choice between Sunshine Line and HARTPlus. Thank God for all of you.

Praise

108 Information/Request

109 Some drivers are nice and very helpful. Praise

111 Good service. Praise

113 The service is great. (Spanish) Praise

116

My service was suspended without warning after being told I have a mass on my lung. I need to start cancer treatment and have no way to get there.

Complaint

124 Gerry has greatly needed and appreciated Sunshine Line and the drivers. Praise

125 Love the service, everyone is polite. Praise

126 My drivers are wonderful, but the dispatchers can be rude. Complaint

129 Keep up the good work and don't stop what's working. Praise

132 Just keep up the very good work. Praise

140 Would like to be able to reserve a little further in advance. Information/Request

143 I have used your services for 2 years and only had 3 problems which were handled well. Thank you.

Praise

148 Thank you for your services. Employees are helpful and appreciated. Praise

150 I only use it in a group. (Spanish) Information/Request

153 This service is very helpful to me. Praise

155 All is well. Thank you. (Spanish) Praise

157 Thank you to all! Praise

160 I am thankful I have Sunshine Line. Praise

165 I live in a gated community. What can be done when a driver follows in another car and arrives at my building earlier than anticipated?

Information/Request

170 Drivers are always understanding. Praise


172 I love Sunshine Line. Praise

174 I've used the service a little less than a year, but from what I can tell it's good. (Spanish)

Praise

175 Please do not cancel my service, I have no other transportation. Information/Request

176 I appreciate this service greatly. Thank you very much. Praise

180 The Sunshine Line service has helped me so much for over 10 years. Great job! Thank you!

Praise

181 I have not seen better service. This is an important service for us. (Spanish)

Praise

182

The HARTPlus drivers and the people that make the reservations are the best. Thank you for this service, it helps a lot. I have no complaints, everything is great. (Spanish)

Praise

183 Pat, Margo, and Regina are very good drivers. They are always on time. Praise

187 The same driver should be able to pick you up in case you're not sure how long you will be.

Information/Request

189 I miss my bus rides when I just wanted to get out of the house, but I don't have money for HART bus.

Information/Request

197 The Senior Center in Brandon only has a bus that fits 12 passengers. The bus is always full and this causes delays due to the small size of the bus.

Complaint

203 Very pleased with service. Praise

205 Hang in there. Information/Request

207 I love riding Sunshine Line. Praise

208 Without them, I cannot go to the doctor. Praise

212 Excellent. Praise

213 I wouldn't be able to see my doctors or go shopping or anything at all without Sunshine Line.

Praise

217 Very good service. Praise

226 I wouldn't have been able to go to my cancer treatment without Sunshine Line. Thank you for your help.

Praise

228 I am very grateful with the personnel that called to verify I was ok after the hurricane. (Spanish)

Praise

229 Make travel available to Clearwater. Information/Request

234

I live with my daughter and son-in-law, and I am upset that living with them may disqualify me from service if I have to provide their income on the application.

Complaint

235 I think my bus driver Dave goes above and beyond to help everyone. Praise

236 I am very thankful for the bus service. Praise

244 They are very nice and prompt. Praise

249 Keep up the good work! Praise

252 I have had 1 reckless driver and 2 inconsiderate drivers in the last year. Complaint

254 Happy with the service. Praise

258 I am very happy with the service. I would love if they went to Pasco County.

Praise

261 If I couldn't ride the bus I wouldn't have transportation to the doctor. Praise


265 I need this service, it is important. Praise

266 My only complaint is that they say I have to change to HartPlus. I can't afford $4 each way.

Complaint

273

Both, the drivers and the personnel that answers the calls are very courteous and helpful. Excellent personnel and excellent service. (Spanish)

Praise

274 I used Sunshine Line only 2 times, then I rode HARTLine. Information/Request

276 This program is awesome and does a great job. Praise

277 Paying my monthly fees are horrific because you do not accept cards. Complaint

279 I am very satisfied with the service I receive. Praise

280 No complaints, just appreciation. Praise

284 Drivers are really friendly and helpful when you call for an appointment. Praise

285 More than happy with Sunshine Line, no bad experiences. Call me anytime and I will attend any meeting or help you in any way! Praise

291 Completely satisfied with Sunshine Line. Praise

292 Dave is a wonderful driver and helper. He is just great. Praise

293 I am grateful for the service. Praise

294

I would like to use the services. I have never used door-to-door service, but I hope to do in the future. I would like to know what the fare is for the service. Please call me 813-369-4994 (Spanish)

Information/Request

295 It's a blessing to have this service. Praise

304 Thank you. Without you I would be stuck at home. With you I can keep appointments. Praise

307 I am pleased with the service. Praise

311 Excellent service. Praise

314 Drivers need professional training, how to talk to and treat people. Complaint

315 I was recently removed from this service and referred to HARTPlus, but I am worried I will be denied because I do not use a wheelchair or walker.

Information/Request

316 Please do not take me off of Sunshine Line. Information/Request

317 Great service! Praise

325 Thank you for improving my quality of life. Due to the use of this service I can go out recreationally. (Spanish)

Praise

326 I do not use door-to-door transportation. (Spanish) Information/Request

330 The service is good. Thank you. (Spanish) Praise

341 I appreciate the service. Praise

342 I really appreciate this service. Praise

344 Sometimes drivers are late to pick me up, which makes me late to my appointments. Complaint

349 Sunshine Line has been a great help. Praise

353 Keep up the good work. Thank you for being there. Praise

354 Very pleased - rate 10. Praise

356 356

All drivers are very courteous and polite. They go out of their way to help. Praise Praise


357 I appreciate the Sunshine Line service. It's a wonderful service. Praise

358 Thank you. Praise

359 I am very thankful for the service. Praise

360

Would it be possible to improve the way that the Waste Management employees collect the trash? The streets are very narrow and the Waste Management personnel does not make it easy on our driver. In order for them to get thru, our driver must back up in order to let them pass. This is very time consuming for our driver. As a result, we are several minutes late, but it's not our driver's fault. (Spanish)

Information/Request

363 Thanks, the bus is a big help. Praise

364 Due to increased number of clients, the pickup time and drop off time is much later.

Complaint

370 Sunshine Line is my lifeline! I would become an introvert if stuck inside 24/7!

Praise

374 The 90 minute window for grocery store and doctor appointment is too much.

Complaint

375 90 minutes before time is too much. Complaint

377 This service allows me to have access to doctor appointments. Praise

381 Drivers were perfect, courteous and so concerned of my well being. Praise

387 Thank you for the service. Praise

390 Everybody is very kind, courteous and helpful. Praise

397

A driver on #207 refuses to help me carry my lunch bag when I have my purse and use a walker. Kenneth Parker is a fantastic driver, makes my ride pleasant.

Complaint

398 Overall, service is good. Praise

399 Very thankful for the Sunshine Line. Otherwise I would have a problem getting to my appointments.

Praise

401 I truly appreciate these services and wish it were like Chicago 24/7 for $3 per ride.

Praise

404 Thank you for the service. Praise

409 A 90 minute pick up window is too early. Complaint

411 Without your service I would never leave my home. The 90 minute window to get picked up is too early.

Praise

412 Everyone is very kind. Praise

414 If it was not for Sunshine Line, I would not be able to go anywhere. Praise

416 I no longer use the Sunshine Line, it was only temporary. I now use HART. (Spanish)

Information/Request

421 HARTPlus services have been very helpful and reliable, dependable. Praise

422 Very Pleased. Praise

423 Service has always been excellent. Praise

Hillsborough MPO | Bus Pass Customer Survey Results D-19

Hillsborough County Bus Pass Program 2017 Customer Survey Results

A survey of HART customers was conducted in October 2017. The survey consisted of 11 questions regarding customer demographic characteristics and riding habits, in addition to 10 questions asking respondents to rate aspects of the service. The survey also allowed for comments. A total of 533 surveys were completed and returned. A summary of the survey responses is presented below. Survey results were compared against the 2016 survey summary. Significant differences occurred where noted.

DEMOGRAPHICS The first two survey questions asked for the customer’s gender and age. Figure 1 shows that more than half of respondents were female, and Figure 2 shows that 83 percent of respondents are age 50 or over.

Figure 1: My gender is:

Figure 2: My age is:

60 or Over55%50 to 59

28%

40 to 4911%

30 to 394%

20 to 292% Under 20

0%

Female56%

Male44%


CUSTOMER TRIP CHARACTERISTICS Figures 3 through 13 show results for questions pertaining to how customers typically use the bus pass.

Respondents were asked how many years they have used a bus pass. Figure 3 shows that 82 percent of

respondents have used a bus pass for at least a year, and 46 percent have used a pass for 3 or more

years.

Figure 3: I have used a bus pass for:

The next four survey questions asked customers for what trip purpose they used the bus pass. A

majority of respondents said that they have used the passes for medical appointments and shopping or

recreation. More detailed results are shown in Figures 4 through 7 below.

Figure 4: I have used a bus pass for dialysis treatment.

Less than 1 year11%

1 to 2 years21%

2 to 3 years15%

3 or more years46%

Not Sure7%

Yes17%

No83%


Figure 5: I have used a bus pass for medical appointments.

Figure 6: I have used a bus pass for work or education.

Yes86%

No14%

Yes32%

No68%


Figure 7: I have used a bus pass for shopping or recreation.

When asked about their travel behaviors, the majority of respondents (81%) reported travelling alone.

Another 13 percent reported that they travel with an escort the majority of the time. The remaining

responses are summarized in Figure 8, below.

Figure 8: Most of the time I travel:

Regarding the frequency of their bus pass use, most respondents reported using the service fewer than

10 times a month, specifically 39 percent reported 1 to 4 times a month and 30 percent reported 5 to 10

times a month. Another 29 percent report using the service more than 10 times per month. The

remaining responses are summarized in Figure 9.

Yes89%

No11%

Alone81%

With an escort13%

Not Sure3%

As part of a group3%


Figure 9: I use Bus Pass service:

The majority of the respondents reported that they usually board the vehicle by themselves most of the

time (72%). Another 20 percent reported that they typically boarded using a lift. This is a significant

increase from the 2016 survey where only 4 percent of respondents said that they use a lift. The

responses are summarized in Figure 10 below.

Figure 10: Most of the time I get on the vehicle:

Nearly three-fourths of respondents reported that most of the time they use the bus pass to access

HART Local Service, and the remaining respondents reported using their passes for the HARTPlus

service. The responses are summarized in Figure 11.


39%


30%

More than 15 times a month

17%


12%

Less than once a month

2%

By myself72%

Other5%

Using a lift20%

Not Sure3%


Figure 11: Most of the time my bus passes are used on:

SERVICE RATING The survey asked respondents to rate various aspects of the service based on their most recent bus pass

transportation experience. Respondents had an opportunity to rate the vehicles, the drivers, and the

service. The results are show below in Figures 12 through 14. At least 80 percent of respondents gave

positive feedback to almost every category (responded either agree or strongly agree).

Figure 12 shows that 16 percent of respondents disagree to some extent that HART vehicles are free of

litter, and 10 percent do not agree that the vehicles are clean.

Figure 12: Vehicles

HART Local Service

72%

HARTPlus28%

48% 46%58% 58%

42%38%

36% 35%

6%12%

5% 5%4% 4% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Vehicles are clean Vehicles are free of litter Vehicles are kept in safecondition

Equipment works well



Regarding HART drivers, Figure 13 shows that 15 percent of respondents do not think that they are

courteous, and 11 percent think the drivers need to be more knowledgeable about how to help people

with different disabilities.

Figure 13: Drivers

When asked whether complaints are handled in a satisfactory manner, 80 percent of respondents

answered positively. In the 2016 survey, 87 percent of respondents thought that complaints were

handled in a satisfactory manner. Figure 14 shows the breakdown of responses.

Figure 14: Service - Complaints are handled in a satisfactory manner

52% 58% 59%66%

33%34% 30%

31%

10%6% 8%

2%5% 3% 3%1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Drivers are curteous Drivers practice safedriving

Drivers know how tohelp people with

different disabilities

Drivers correctly useequipment


Strongly Agree, 48%

Agree, 32%

Disagree, 11%

Strongly Disagree, 8%



Overall, Figure 15 shows that 93 percent of respondents are satisfied with the bus pass program. A

similarly significant proportion of respondents also agree that the program improves their independence

and quality of life.

Figure 15: Overall Rating

COMMENTS Of the 533 surveys completed, 190 comments were received. Each comment was categorized as either

Praise, Complaint, or Information/Request. The number of complaints received increased to 45 percent

from the 35 percent received in the 2016 survey. Figure 16 shows the distribution of the comment

categories.

Figure 16: Summary of Comments

69%78% 74%

24%20% 20%

4% 2% 3%3% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Overall, I am satisfied Bus passes improves myindependence

Bus passes improves my quality of life


Praise32%

Complaint45%

Information/Request23%


Comments were compiled from the surveys and summarized in Table 1. Comments received in Spanish

were translated into English. Reoccurring complaints or information/request comments from the bus

pass survey are listed below.

Drivers are not courteous.

Not enough passes are distributed to customers.

It takes too long to receive the passes every month.

Many people are upset with the new route changes that went into effect in early October.

Drivers start moving before passengers have a chance to sit down.


Table 1: Bus Pass Survey Comments

Survey ID Comment Comment Type

1 Thanks for the good service. Praise

2 Thank you, the bus helps my quality of life. (Spanish) Praise

4 Please have superiors get rid of non/patrons-homeless. Information/Request

11 Thank you all for your service in this program. I appreciate it deeply. Praise

12 Bus passes really help me. I'm on a fixed income. Praise

13 I don’t like that there is no more bus 18 at 29th and Lake. The bus helps me get to the doctor and work.

Complaint

16 I am thankful for bus passes. Praise

20 Want to say thank you for helping me w/ transportation. Praise

23 I need 4-8 passes because I have 3 kids and a lot of times I have to spend money that I barely have.

Information/Request

26 I need the service. Information/Request

30 Drivers need to be more courteous and check attitudes. I have a longer walk due to removing my bus.

Complaint

33 Bus route stopped. No way to get to Dr. visits. No one seems to care. I'm 70 years old, what are my options?

Complaint

37 Need old 46 bus route back badly. Complaint

38 Recent bus changes a bust. It was not for the better. I am very disappointed with HART.

Complaint

47 I don't have any complaints, the 4 passes that the county has provided me are a great help. I am very grateful. Thank you! (Spanish)

Praise

48 Extremely dissatisfied with service. It takes 2 months to receive passes. Four bus passes aren't enough.

Complaint

51 Please have more wheelchair room on HARTPlus. Information/Request

53 Tampa should have 24 hour service. The regular bus fare is too high. Complaint

63 Recertification very difficult. Asks for too much information, makes me want to say "forget about it."

Complaint

68 Driver fails to come to curb for pick up, or fails to lower ramp. Complaint

70 Disabled-HARTLine please send paperwork to fill out for pass. Information/Request

76 Complaints never reported, drivers never get recourse, no respect. Complaint

80 Increase number of passes from 4 to 8 per month. Information/Request

81 Thanks! Praise

85 Driver courtesy could be improved, just say 'hello'; 8 out of 10 ignore you. Complaint

86 The passes really help me a lot. Praise

89 When raining, drivers should stop at bus stops. Information/Request

91 Great job. Praise

94 Without HARTLine, I'd be stranded. Drivers helpful and quick. Praise

96 Thank you for the service. I have no other way to do things. Praise

97 I have a lot of appointments and I need more passes. (Spanish) Information/Request

98 I am very satisfied with the transportation. Praise


99 Too many restrictions when you are approved each year. Complaint

100 Greatly appreciate the buses taking me to and from my destination. Thank you.

Praise

106 None- I am satisfied with riding HARTLine buses. Praise

112 Vietnam Vet - my pass was stopped. I am on a fixed income. Complaint

117 Someone urinated on the bus the other day. If it happens again I will have to stop the situation.

Complaint

119 I enjoy the bus ride to and from Doctor appointments. Praise

120 I believe that improvements can be made on the service hours. Some routes are too far from where I live. (Spanish)

Complaint

122 They always take me to my appointments at the correct time. Praise

123 I use 3 passes for dialysis per week for 12 per month. Information/Request

127 I am very satisfied with this transportation. Praise

129 I use a walker to get on bus down the ramp. Feels like I am falling, too steep going down.

Complaint

132 No comment - everything is good. (Spanish) Praise

139 My bus pass was taken from me. I need to get to appointments. Complaint

154 In my opinion, the service is excellent! (Spanish)

155

They removed route 2 on Nebraska Ave. The stops are also way too far apart. This is a very important/special petition - There is a large group of us that use route 12. We had a stop on Fern & 22nd, but that route was recently canceled. There is a stop on the corner of Jona & 22nd, and the other stop is on Diana & 22nd. The large group of people meets on the corner of Fern & 22nd. We leave at 9:15 and the neighborhood is not safe. The stops are too far apart. I would like for you to address this issue. My contact information is below in case you need to contact me with any questions. 813-447-2358. (Spanish)

Complaint

156

Route 10 that goes to the Social Security Office has been eliminated. This route/stop is very useful. There are a lot of people without a vehicle in this area. I liked the improvements that were made on route 19 that goes to the Tampa Hospital. It departs every 35 minutes, and it's always full because it runs every day. (Spanish)

Complaint

157 Will wait for you. Thank you Praise

165 Please reopen West Tampa and Yukon transfer centers Information/Request

168 I would recommend this service to friends and family. Praise

169 All the drivers have treated me respectfully and are helpful. Praise

170 Don't like the change of the bus now. Mission Max was not good idea. Complaint

172 Sometimes drivers are not courteous. Complaints do not change anything. Complaint

177 Issue passes on 1st of each month, not when they have time. Complaint

178 Thank you overall for your services helping me. I am disabled. Praise

179 Seen drivers sit as people struggle. Drivers need sensitivity training, bad attitudes.

Complaint

180 HARTFlex/HART Bus needs to stay in service w/ more routes. Information/Request


181 Second time sending my copies. Please send my bus passes. Complaint

183 I wish I could get more than 4 tickets. I would like to go to the library or the movies.

Information/Request

190 Drivers drive too fast in heavy traffic; have attitude issues. Complaint

191 I appreciate HART. It gives me independence since I can't drive. Praise

196 Buses get me there and safe. Praise

197 FLEX helps its passengers. (Spanish) Praise

199 I can't sit or stand for long periods of time - same reason why I can't utilize a wheel chair. Please add places to secure walkers inside - for safety.

Information/Request

202 Excellent service, good scheduling and professional people. Praise

204 I have moved away to Wisconsin. Information/Request

206 I received a letter saying I will not get bus passes. I do not understand. Complaint

207 Some bus drivers wait for riders, others don't wait. (Spanish) Complaint

214 Need more security at night time. Complaint

226 Please send me my food stamp card Ms. Barbara - staff member of Sunshine Line.

Information/Request

229 Very pleased. Praise

230 Do not like that bus 36 was removed from S. Gandy. Complaint

231 What do I have to do to get more free bus passes? My form was sent. Information/Request

238 Bus drivers need to be more careful. Complaint

239 While I received the bus passes, I had no complaints. (Spanish) Praise

243 No more bus passes sent, can't walk to bus stop. Complaint

246 Could you send me bus passes? I lost my leg and have no money. Information/Request

251 Bus stops too far away, bad knees. Drivers are rude and not helpful. Complaint

253 Trash and human waste; buses come too early; speakers are faulty; route 15 stop is nasty.

Complaint

254 Use HARTPlus/or cab; drivers are nice and helpful; I am disabled. Praise

256 Metro Rapid bus stop needs police patrolling. Information/Request

257 I thank God for HARTPlus services. Praise

258 Drivers treat you disrespectful, won't acknowledge you. Complaint

259 Bus drivers do not help me secure my walker; does no move safely before taking off, several passengers have fallen.

Complaint

260 Won't allow disabled to get on bus when there is room. Complaint

262 Grateful for passes received but don't get enough, I go to dialysis 12-15 times a month.

Information/Request

263 In my opinion, the transit service that Hillsborough county provides is very useful and important to me because I don't drive and I live alone. (Spanish)

Praise

268 I have applied through Tampa Metro and have not received anything since you started the new system.

Complaint

273 Thank you bus and bus pass. Praise

277 HARTLine buses and drivers are the best part of Tampa living. Praise

280 I wish bus 46 still went downtown, I hate some of new schedules. Complaint


281 HARTLine is very reasonable, a ride that is reliable. Praise

282 Can't keep sending proof of income, my life does not change. Complaint

284 I have a 2 mile walk now with service changes. Complaint

285 Wish Flex would go from Britton Plaza to Westshore/Gandy. Information/Request

286 Want to be able to go to Westshore Plaza on one bus from Britton Plaza. Information/Request

287 I could use a monthly pass for other transportation reasons. I only get 4 per month.

Complaint

290 Some drivers are not good with people in or out of bus. Complaint

293 I like HART overall, but the new changes are not good. Complaint

294 Removing routes is not good. Complaint

296 Not very happy because buses are being taken away, I need them. Complaint

300 Very thankful for HARTPlus. Praise

301 Drivers move before you can find a seat, have to ask to have ramp let down for people with walkers or canes.

Complaint

302 Route 7 should have been left the way it was, you forgot the west side of town.

Complaint

303 Add more routes for all of Hillsborough County to improve transportation. Listen to your customer's concerns.

Complaint

304 Having trouble getting passes on Sunshine Line. Complaint

305 Riding since '77, HART has improved. Praise

306 Very good. Praise

308 I would like for them to lower the ramp when I use the bus. Spanish speaking drivers are needed. (Spanish)

Information/Request

312 Wish I could get a 30-day pass, have only the bus to depend on. Information/Request

313 Wouldn't make a difference, so why bother. It is what it is. Complaint

319 I appreciate bus passes, wish I received them in a timely manner. I've had no passes in the past 2 months.

Complaint

324 Mom and I are disabled, can't afford to travel without passes. They are a great help.

Praise

330 Put permanent stops on 6N on 8th Street, routes to Wiregrass. Information/Request

331 Many bus drivers are pleasant, others not helpful or pleasant. Information/Request

335 I need my bus passes. Information/Request

339 Four passes is not enough for a month, I am miserable. Complaint

341 Keep up with the good work, thank you. Praise

343 Some bus drivers don't wait for riders to stop using the ramp. This is especially difficult when you are trying to exit and you need the assistance of a walker or a cane. (Spanish)

Complaint

344 Not very happy, you took my buses away. I have no transportation. Complaint

347 Put all buses back the way they were. Complaint

349 Harassed by drunks at stops, need security. Complaint

352 Need to be able to use more than one pass in cab, can't afford cash. Complaint

358 Bus moves while we are trying to sit. Complaint


360 HARTLine messed up the bus when they changed schedules. Stops are too far apart.

Complaint

365 Green bus drivers are no help with nasty attitudes. Complaint

366 Too many drivers are driving too fast trying to keep schedules, especially new drivers.

Complaint

368 I always used the bus because I've never driven a car. (Spanish) Information/Request

369 Routes have changed and made it difficult to cross busy highways to connect to next bus.

Complaint

370 Will not use my passes for Yellow Cab anymore, drivers are rude and nasty.

Complaint

372 On HARTPlus seatbelts should be released from straps that are holding them down, easier to maneuver.

Information/Request

373 They all go out of their way to help if needed. Praise

376 Sunshine Line not distributing passes correctly. Complaint

377 Some drivers are rude. Complaint

382 I would like for the buses to be clean. I know that this is a hard task since some of the passengers will purposely throw trash in the bus. (Spanish)

Complaint

384 I am handicapped and only get limited bus passes, the rest I have to pay out of pocket. I need more passes.

Information/Request

386 Very grateful for service. Praise

388

On three separate occasions, the bus driver has started driving right after I get on the bus. Not waiting for me to sit down in one of the seats. It's very dangerous, I could lose my balance and injure myself. The routes I use are routes 19, 7, 36. I lost my cane on one of these routes on October 13th. It's labeled with my name and phone number. I am very happy that they kept route 19 the same. The bus stop is on the corner of my street and then returning bus leaves me 2 blocks from my home. The HART buses and HARTPlus are very useful. I'm very grateful. (Spanish)

Information/Request

390 Thank you for this service. I couldn't make it without HARTPlus. Praise

396 We need to keep getting three books of passes. Information/Request

397 Please do not discontinue route 31. Information/Request

414 Route 6 - I have reported certain drivers for dangerous driving. Complaint

415 Excellent service. Praise

420 The bus drivers are very nice. They help any handicap person. (Spanish) Praise

423 I used route 42 and it only goes one-way. Have to take a cab. Complaint

427 Many of the drivers are unfriendly. Complaint

430 There are no benches or covered stops in Gibsonton (Route 31). Complaint

436 I need a bus pass, which I have not yet received. Complaint

439 Some drivers do not wait for disabled to sit before moving. Complaint

441 Bring back route 18. I have lost my independence. Complaint

445 Wouldn't make it to all my appointments, can't afford $80 per month. Complaint

446 Drivers can be friendlier and learn how to use their brakes. Complaint

447 Need more frequently scheduled trips to Brandon from Netpark. Information/Request

450 Polite and courteous drivers are in the majority. Praise


452 I am very satisfied with bus service. Praise

453 Don't care for the changes but I will adjust. Information/Request

454 I want to thank you for the help that is being provided. Everyone on the team is extremely nice. (Spanish)

Praise

466 Thanks for supplying our passes. No extra money to buy pass and paratransit passes.

Praise

470 Not happy about bus route 18 being shut down. I have a long walk to the bus stop.

Complaint

472 Please let buses run overnight until morning for those with jobs. Make 31-day passes discounted.

Information/Request

476 I couldn't be more pleased with HARTPlus. It gives me the ability to continue my health care and quality of life.

Praise

477 I use the bus because I don't drive, have poor vision. Information/Request

479 Having problems getting my bus passes for two months. I really need them.

Complaint

481

The majority of the time they want to sit 3 people in 1 small seat. It's very uncomfortable, especially when the people are heavier. Several drivers are cautious while driving, but other aren't and this worries me. (Spanish)

Complaint

482 If it were not for my discount bus pass, I would not be able to make my appointments.

Praise

486 Add more buses, do not take them away. (Spanish) Information/Request

489 I don't like the new bus schedule. I have to take 3 buses when it was 2 before.

Complaint

492 HARTLine makes my life easier until I can afford transportation. Praise

493 Don't know what I did without HARTPlus services. Thank you. Praise

494 Thank you. Praise

495 I don't have my own source of transportation, so I use the bus. I feel that the services provided are satisfactory. (Spanish)

Praise

496 It's my only way to travel, it's convenient. Praise

498 There should be more drivers that speak Spanish. (Spanish) Information/Request

500 Glad to have the HART transportation. Praise

501 I don't particularly love the new routes. Complaint

502 Insulted by driver, then everyone else on bus verbally attacked me. Complaint

504 Appreciate the service and will like to continue using as long as I live. Praise

505 I would like to continue getting bus passes please and thank you. Praise

508 The drivers have a bad attitude. Complaint

509 Bus passes help me a lot. Praise

512 Bus drivers don’t always stop at designated bus stops. Some will only stop if people are near the bus stop. However, this is an issue if the person can't physically run. (Spanish)

Complaint

513 I only receive 4 passes per month. If they could provide more passes, I could go out more in order to improve my life. (Spanish)

Information/Request


515 I do not use the bus service much. I use the door-to-door service more. (Spanish)

Information/Request

520 I wear a back brace, hard for me to run to catch the bus if I am late. Information/Request

522 VA ID cards shows service connected, let us use them and not demand we buy a HARTline ID

Information/Request

524 I love HARTLine. Praise

525 We need more bus stops northbound on route 6 between Fowler and Fletcher.

Information/Request

526 Bus drivers are worst in country, they don't know the routes. Complaint

532 Need a bus to go down 22nd Street towards Bearss; moved here for bus convenience.

Complaint

Hillsborough MPO | Community Transportation Coordinator Evaluation E-1

Appendix E: Community Transportation Coordinator Evaluation

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OMMUNITY TRANSPORTATION OORDINATOR EVALUATION · NET Non-Emergency Transportation TD Transportation...

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