ALL ACCESS News
- July 07 Newsletter
  - Wed, Nov 21, 2007
- Feb 07 Newsletter
  - Wed, Nov 21, 2007

All ACCESS LYNX - February 2007

New Manager Improving Customer Service

ACCESS LYNX customers have found a potent ally in Veronica Evans, the new Customer Service Manager at MV Transportation.
Evans arrived at MV after spending six years as Supervisor of the call center for Verizon Communications in Brooklyn, New York.

“The most important thing we can do is increase the volume of calls we are taking and be more efficient in scheduling and handling the complaints our customers may have,’’ Evans said. “I’d like our customers to say we excel at scheduling and providing a fast, efficient service.’’

Evans said she learned a lot about those issues at Verizon and already has implemented some changes since joining MV last September. The average wait time for customers has gone from three minutes down to two minutes, 20 seconds in just three months.

Evans also has put more staff to work on Mondays, by far the heaviest volume day for calls.

“We’ve got everybody working Mondays, even the part-timers,’’ Evans said. “You’ve got to schedule people to meet the customer’s needs and Monday – all day Monday! – is by far our busiest time.’’

Evans said that call volume goes down dramatically on Wednesday and Thursday. “If you don’t want to wait, those are the days to call,’’ she said. “Customers can schedule up to seven days in advance and I really recommend they take advantage of that by calling us Wednesday or Thursday.’’

Do You Know Your Eligibility Expiration Date?

The expiration date is included in the mailing address label on the newsletter mailed to your home.

Every ACCESS LYNX customer must reapply at least 21 days prior to their eligibility expiration date in order to avoid interruption in service. Some other responsibilities ACCESS LYNX customers should be aware of:

If you are going to cancel a trip, call at least three hours prior to scheduled pickup time.
Have the correct fare available at pickup.
Keep seat belts and mobility device tie downs secure until the vehicle stops.
Avoid violent and disruptive behavior.
Provide your own wheelchair and keep it in good working condition.
File complaints in a timely manner.

Fare Increase Ahead For TD Passengers

Transportation Disadvantaged passengers will see their co-pays increase by 50 cents starting April 1.

This is the last of a three-tier rate increase first approved by the LYNX Board of Directors in January of 2005. The overall rate increase approved was $1.50, but the Board agreed to phase in the increase over a two-year period. The first 50-cent increase was collected in 2005, the second 50 cents took effect in April of 2006. This year’s 50-cent increase represents the final step.

“The Transportation Disadvantaged Grant we receive from the state requires a 10 percent local match,’’ LYNX Manager of Paratransit Operations Bill Hearndon said. “Prior to the fare increase, we were collecting about five percent through fares. The final increase should put us near the 10 percent required.” ADA and Medicaid fares are not changing.

2007 TAC Meeting Schedule

LYNX Transit Advisory Committee (TAC) is a public involvement board organized to address issues pertaining to fixed-route, paratransit, and ancillary services such as school pool and vanpool. There are 11 members drawn from riders or people who advocate for our riders.

Meetings are scheduled for:

Feb. 21, March 21, May 16, July 18, Sept. 19 and Nov. 14 at LYNX Central Station 10am to 12pm

What Are My Options?

There are five options available to customers who call ACCESS LYNX customer service lines. Here is a chart to help familiarize yourself with what’s available and when you can reach them.

Option 3: Check on the arrival of your vehicle for today. Available 24 hours a day, seven days a week.

Option 4: Make a reservation for tomorrow or up to seven days in advance, cancel trips more than one day in advance or make multiple trip changes. Available 8 a.m. to 5 p.m., seven days a week.

Option 5: Make comments or suggestions about ACCESS LYNX. Available Monday-Friday from 8 a.m. to 4:30 p.m.

Option 6: Questions concerning eligibility. Available Monday-Friday, 8 a.m. to 4 p.m.

Option 7: Cancel today’s reservation with less than 24 hours notice. Available seven days a week, 24 hours a day.