Douglas C. Holcomb

The Board reviewed the financial reports for the Special Revenue, General, and Enterprise funds for the first seven months of the fiscal year. Key discussions included the upcoming contract award process for ADA Paratransit Services, a review of transportation services and ridership trends, and the adoption of the Public Transit Agency Safety Plan for 2025. Additionally, the Board received updates on the Union Station Roof Drain Line Repairs project, the 2026 capital formula funding request submitted to CTDOT, and an overview of the Capitol Region Council of Governments Transportation Committee activities. The Executive Director provided briefings on upcoming website and branding initiatives, legislative activities, and the process for electing board officers.

Key discussions covered operations data for November and December 2025, noting passenger trips, no-shows, and cancellations. Customer service review detailed passenger concerns for November and December, categorizing complaints by type. A 2025 year in review highlighted total trips requested, passengers transported, cancellations/no-shows, and calls handled. Operational updates for 2026 included setting a goal for 94% on-time performance and announcing new features like day program arrival visibility and inclement weather notifications on the website/phone system. The availability of the Winter newsletter was shared. A service change notification indicated that the Town of East Hartford no longer offers discounted ADA Paratransit ticket books, though Manchester ADA passengers still receive one free book monthly. Participant comments raised issues regarding receiving the Zoom link, alternative methods for obtaining ADA applications, driver attitude, fare collection confirmation (EZ-Wallet), potential hazards with floor level changes when boarding mobility devices, and the absence of a grab bar on the first seat of newer smaller buses. Staff committed to addressing these operational and informational points.

The Special Meeting focused on the GHTD Signage and Wayfinding Project Assessment. The project team provided an update on project progress, including an overview of the draft Union Station Signage Assessment prepared in November. Stakeholders offered comments, including support and concerns regarding some proposals, and ideas to supplement the ongoing work, all of which were captured by the project team for future incorporation. No formal actions were taken during this meeting.

The forum addressed operations, customer service, and staff comments. Operational updates included passenger trip statistics, no-shows, and cancellations for September and October 2025. Customer service reported on concerns and compliments received from passengers, categorized by issue type. Staff provided updates on on-time performance, holiday trip cancellations, scheduling, winter preparations, wheelchair securement training, and updates to the scheduling system. Participants raised concerns about rude drivers, door-to-door service, cancellation policies, window time frames, Encompass program availability, driver notifications, and address discrepancies. Staff responded with clarifications, explanations of policies, and commitments to investigate specific incidents.

The meeting included a financial report for the four months ended October 31, 2025, a transportation services report, and an administrative and operations report. The Roberts Street parking lot project has reached substantial completion. The Connecticut Department of Transportation will provide funding for the Transportation Center Roof Replacement Project. The board discussed the release of an RFP for Demand Response Services and CRCOG activities, including updating the Locally Coordinated Human Services Transportation Plan. A proposed regular meeting schedule for the Board of Directors for calendar year 2026 was presented and accepted as modified. There was also a brief discussion regarding the process for electing officers in the spring of 2026.