New changes could be coming to the city's adaptive transportation service as the city seeks council to approve an updated policy that addresses 30 recommendations for improvements to the system.--NEWS FILE PHOTO
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City staff are recommending changes to special transit services that offer specialized, shared-ride and curb-to-curb transportation service for people who live with disabilities.
On Monday, staff presented committee members an updated policy which aims to improve the quality of service, safety and efficiency of the current Accessible Special Transit for Persons Who Quality policy that was adopted 15 years ago.
“Over that period of time, there has been developing gaps between industry and best practice, customer expectations and actual performance of the drivers,” said Gordon Dykstra, manager transit services. “We wanted to see that lined up.”
Dykstra told the committee that a consultant was commissioned last year to do a broad-based review comparing Medicine Hat’s special transit system to others in similar sized communities.
“They gathered feedback from users of the special transit system, from caregivers and agencies,” said Dykstra. “They had an open meeting with the public, they took surveys and they met separately with the drivers in a flow-through meeting to gather their feedback as well.”
Thirty recommendations have been provided to the city on how the system could be improved.
Key findings include the need for improved scheduling, communication and flexibility in booking the service. Dissatisfaction with the scheduling process and inconsistencies in service availability were highlighted.
The review also suggests Medicine Hat adopt best practices of other similar communities and begin a roadmap system to improve service coverage in terms of trips per capita.
Significant gaps have also been identified between the current policy and actual service practices, particularly in the areas of eligibility assessment, recertification and operational procedures.
The city is also looking to take advantage of underutilized technologies that include scheduling software, phone app booking and adopting an enhanced notification system for service enhancement.
“So the end result is an updated policy and growing out of that procedure,” explained Dykstra, who says some of the minor recommendations are already underway but a number of large policy changes require council approval.
In 2020 a $100,000 major operating expense was approved to review the city’s transit service and covered the cost of the adaptive transportation services policy review.
If approved, the city says there would be up to $50,000 in federal funding available to support implementation planning and further engagement of policy changes.
The 15-year policy review, along with an update to a nearly 40-year-old parks bylaw, were both items for discussion at the most recent Public Service Committee Meeting on Monday.
“We have a lot of outdated stuff that’s finally getting dealt with, and I say that in a formative way,” said Coun. Robert Dumanowski. “I think that’s awesome, and creates best practice, or takes into consideration best modern practice and ultimately better understanding for all.”
“It’s nice to see that we’re catching up, it’s a lot of work but it needs to be done,” echoed Joseph Hutter, managing director of public services.
