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General Manager Updates
 ***NOTE: This font color indicate new positive progress***
 Potential Meeting Location – City Hall
Unanswered Questions
• Reserving a room regularly
• Attendance capacity
• Insufficient garage parking
• Security
• Staff Coordination
- General Services/MATA
 MATA Fuel Contracts
 Meeting with FedEx Susan Spence, VP Sourcing & Procurement Tomorrow
 MPO Bus Stop Study Update
• Short Range Transit Plan conducted a preliminary evaluation of transit stops’ impact
• Bus Stop Study will expand and provide more substantial recommendations
• MATA and MPO have another meeting scheduled further detailing scope of work
• MATA will notify the board on project status
General Manager Updates - continued
 Speaking Engagements
February 10 – Community Development Council
24 – Rotary Club
March 4 – Leadership Memphis
10 – South Main Association
16– Engineers Club
 Drug and Alcohol Program Workshop Update
• MATA will host a workshop on FTA’s Drug and Alcohol program, March 17-19 at
Central Station
• The free workshop is sponsored by the Urban Transit Assistance Program (UTAP)
• UTAP is a state training program funded for urban transit systems by the
Tennessee Department of Transportation
 Central Station Memphis Police Precinct Relocation
 Win/Win move for MATA, MPD, City of Memphis, surround community, etc.
 Customer Comment Tracking Software Update
 Staff directed to seek customer service software under $50,000 through RFQ
 Staff has spent approximately 100+ hours researching products and networking with other
transit agencies on potential software
 Three proposals received on February 6
 Staff requested details on functionality, dashboards and reporting features
 Staff requesting clarification on training, licensing, start-up fees and monthly fees
 Demos on proposals set for this week
 TransLoc
 Potentially win/win product saving MATA $, while providing route information for our customers
 Scheduled to launch late March 2015
General Manager Updates - continued
 Customer Comment Tracking Software Update
 Staff directed to seek customer service software under $50,000 through RFQ
 Staff has spent approximately 100+ hours researching products and networking with other transit agencies on
potential software
 Three proposals received on February 6
 Staff requested details on functionality, dashboards and reporting features
 Staff requesting clarification on training, licensing, start-up fees and monthly fees
 Demos on proposals set for this week
 TransLoc
 Scheduled to launch in late March 2015
General Manager Updates - continued
PROGRESS UPDATE
7 Priorities
Commitment to
Achieve 7
Priorities
Work to Make
Fiscally
Feasible
“Reaching
Excellence
Together”
for continued improved
performance
MAINTENANCE
IT AND ITS
MATAPLUS
FACILITIES
TROLLEY SERVICE
1. Hire
2. Standards
7. Motivate
3. Train
4. Tools
5. Measure
6. Feedback
Sandy Stanko
Interim Director of MATAplus
• Sandy Stanko has 20 + years
managing paratransit nationally
• Expert in paratransit software
• Experience in budgeting, ADA,
elderly programs, and working
with persons with disabilities
• Tentative March 2nd start date
WELCOME
WELCOME
Bobbie Abram
Director of Maintenance
 Bobbie Abram has 20
years experience in
vehicle maintenance
 Abram worked his way up
from bus driver to senior
management
 Vast experience in labor
relations and working with
unions
PROGRESS UPDATE
CULTURAL TRANSFORMATION
Progress
Achieve operational excellence through a whole-scale, positive cultural transformation
creating a positive environment for customers and employees
• Team Trek
• Small Planet Works
• Linda Bailey Leadership
• Becky Atkeison, FedEx, Director Enterprise HR Initiatives & Services – advising General
Manager on proposals
• Employee Standards Book – final evaluation
• Modified customer etiquette campaign – kicks off in Spring
Focus
• Successful Focus Groups held resulting in a positive customer etiquette campaign
• Standards
• Optimum Customer Service at every level
• Train for success – ongoing
• Invest in tools
o CS software, information resources, scorecard, incentives
• Invest in people – motivation
• Scheduling/operator work committees
QUESTIONS?
PROGRESS UPDATE
STAFFING
Progress
The right number of people in the right position.
• 1st Round of Trolley candidates interviewed
• 2nd Round Interviews scheduled this week
• Interim Director of MATAplus, Sandy Stanko begins March 2
• New Director of Maintenance, Bobbie Abram begins February 23
• New Superintendent of Facilities – Glen Lockhart
• Planning department positions postings soon
Focus
• New FMLA policy developed
• Finalizing training and potential staff reorganization in 5 areas
• New policy and procedures
• Cooperative education agreement finalized TN College of Applied Technology
WHERE WE ARE
ADMINISTRATION
PROGRESS UPDATE
MAINTENANCE
Progress
Reorganize, new standards, provide training and certifications for MATA’s entire maintenance team
• Organizational changes in progress
• Recent changes generating $469,36 in savings
• Technical Assistance from Code Red
• Other projected changes may double our savings in maintenance
Focus
• Restructure technicians from 25/days, 4/afternoons, and 4/ nights to:
• 12/days, 10/afternoons and 10/ nights implemented last week
• Farebox training, new coin restriction plates, 35% reduction in farebox road calls
• Hand out example
• Facility Facelift – Relocate tire shop, painting and roof repair
• New battery program - Saving $74,000
• Reorganize Parts department - substantial savings, eliminate parts shrinkage
through controlling issues, warranty recovery and obsolete reduction
• Asset Works Reporting –Schedule modified with new director on -board
• Forward focus – New standards – Everybody steps up
• Capital and operational funding
PROGRESS UPDATE
IT/ITS
Progress
Improve system information technology and Intelligent Transit Systems to
improve data collection and customer outreach / services
• Initial assessment was completed by BLIC International
• Consultant’s report received, and contained viable recommendations –
particularly in areas involving data integrity and reporting
• Recommendations assigned for action and resolution during the next 90
days
• Phase II assessment will consider overall I.T. strategy and infrastructure,
and should begin in March
Focus
• Outside expert review and assessment of ITS
systems/functionality/reporting
Leverage for training, support, data integrity, etc.
Leverage on warranties
• IT organizational assessment
PROGRESS UPDATE
MATAplus
Progress
Improve MATAplus services for people with disabilities.
• Interim Director of MATAplus worked the second week of February and
plans to be full-time March 2, 2015
• Community-wide meeting with customers planned for Spring 2015
Focus
• Training on technology – Started using real-time features of Trapeze
for instant trip assignments while handling reservation
• New travel training initiative with SRVS/ Memorandum of
Understanding in development
• Work with five active customer advocacy groups – All invited to
participate in Focus Group on Customer Etiquette
• Standards/training/tools/measure/feedback/motivation
• Eligibility process and performance analysis
PROGRESS UPDATE
FACILITIES
East view of Administration building
East view of North Entrance to Operations Building
Progress
Develop a long-term facilities improvement plan
• New Superintendent of Facilities – Glen Lockhart
• Received numerous bids for work on numerous projects
• Developing a plan to renovate bus operator’s area with comfortable seating,
workstations, recreational space
• New blinds installed in bus operator’s area
• A pre-construction meeting on February 24/New roof for the maintenance facility.
• New signage for all entrances to Levee Road facility
• Bus operator entrance and administration building reconstruction –April 30
completion date
• Requested funding for Alternative Analysis for Operations and Maintenance Facility
Focus
• Assessment 25% completed of all MATA facilities
• Phase 2 - Central Station Development Proposal
• Finance Committee 3/23, Full Board 4/16
• Sale and or lease of properties across the street on Watkins Street
• Develop asset management plan
• Levee Road Facility alternatives study
Preliminary discussions on collaboration with City of Memphis
on site alternatives
• Met with original Levee Road alternative analysis consultant
WHERE WE ARE
ADMINISTRATION
PROGRESS UPDATE
TROLLEY SERVICE
Progress
Trolley service back up and operating while developing a long-term
sustainability solution.
• Staff and other consultants are preparing standard practices for all
maintenance procedures and expanding training programs
• All require federal and state approval
• Safety Certification and Rehabilitation plans revised to incorporate
comments from FTA and T-DOT
• The procurement process will begin after approval of procedures
• Exploring lease options for vehicles from other cities
Focus
• Safely restore incremental service
• Improved maintenance processes/procedures/standards
training/quality control
• Vehicle, heavy duty tools/infrastructure improvements
7 board pri update 2-23-15   3 pm

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7 board pri update 2-23-15 3 pm

  • 1.
  • 2. General Manager Updates  ***NOTE: This font color indicate new positive progress***  Potential Meeting Location – City Hall Unanswered Questions • Reserving a room regularly • Attendance capacity • Insufficient garage parking • Security • Staff Coordination - General Services/MATA  MATA Fuel Contracts  Meeting with FedEx Susan Spence, VP Sourcing & Procurement Tomorrow  MPO Bus Stop Study Update • Short Range Transit Plan conducted a preliminary evaluation of transit stops’ impact • Bus Stop Study will expand and provide more substantial recommendations • MATA and MPO have another meeting scheduled further detailing scope of work • MATA will notify the board on project status
  • 3. General Manager Updates - continued  Speaking Engagements February 10 – Community Development Council 24 – Rotary Club March 4 – Leadership Memphis 10 – South Main Association 16– Engineers Club  Drug and Alcohol Program Workshop Update • MATA will host a workshop on FTA’s Drug and Alcohol program, March 17-19 at Central Station • The free workshop is sponsored by the Urban Transit Assistance Program (UTAP) • UTAP is a state training program funded for urban transit systems by the Tennessee Department of Transportation  Central Station Memphis Police Precinct Relocation  Win/Win move for MATA, MPD, City of Memphis, surround community, etc.
  • 4.  Customer Comment Tracking Software Update  Staff directed to seek customer service software under $50,000 through RFQ  Staff has spent approximately 100+ hours researching products and networking with other transit agencies on potential software  Three proposals received on February 6  Staff requested details on functionality, dashboards and reporting features  Staff requesting clarification on training, licensing, start-up fees and monthly fees  Demos on proposals set for this week  TransLoc  Potentially win/win product saving MATA $, while providing route information for our customers  Scheduled to launch late March 2015 General Manager Updates - continued
  • 5.  Customer Comment Tracking Software Update  Staff directed to seek customer service software under $50,000 through RFQ  Staff has spent approximately 100+ hours researching products and networking with other transit agencies on potential software  Three proposals received on February 6  Staff requested details on functionality, dashboards and reporting features  Staff requesting clarification on training, licensing, start-up fees and monthly fees  Demos on proposals set for this week  TransLoc  Scheduled to launch in late March 2015 General Manager Updates - continued
  • 7. Commitment to Achieve 7 Priorities Work to Make Fiscally Feasible “Reaching Excellence Together” for continued improved performance
  • 9. 1. Hire 2. Standards 7. Motivate 3. Train 4. Tools 5. Measure 6. Feedback
  • 10. Sandy Stanko Interim Director of MATAplus • Sandy Stanko has 20 + years managing paratransit nationally • Expert in paratransit software • Experience in budgeting, ADA, elderly programs, and working with persons with disabilities • Tentative March 2nd start date WELCOME
  • 11. WELCOME Bobbie Abram Director of Maintenance  Bobbie Abram has 20 years experience in vehicle maintenance  Abram worked his way up from bus driver to senior management  Vast experience in labor relations and working with unions
  • 13. Progress Achieve operational excellence through a whole-scale, positive cultural transformation creating a positive environment for customers and employees • Team Trek • Small Planet Works • Linda Bailey Leadership • Becky Atkeison, FedEx, Director Enterprise HR Initiatives & Services – advising General Manager on proposals • Employee Standards Book – final evaluation • Modified customer etiquette campaign – kicks off in Spring Focus • Successful Focus Groups held resulting in a positive customer etiquette campaign • Standards • Optimum Customer Service at every level • Train for success – ongoing • Invest in tools o CS software, information resources, scorecard, incentives • Invest in people – motivation • Scheduling/operator work committees
  • 14.
  • 16. Progress The right number of people in the right position. • 1st Round of Trolley candidates interviewed • 2nd Round Interviews scheduled this week • Interim Director of MATAplus, Sandy Stanko begins March 2 • New Director of Maintenance, Bobbie Abram begins February 23 • New Superintendent of Facilities – Glen Lockhart • Planning department positions postings soon Focus • New FMLA policy developed • Finalizing training and potential staff reorganization in 5 areas • New policy and procedures • Cooperative education agreement finalized TN College of Applied Technology
  • 18. Progress Reorganize, new standards, provide training and certifications for MATA’s entire maintenance team • Organizational changes in progress • Recent changes generating $469,36 in savings • Technical Assistance from Code Red • Other projected changes may double our savings in maintenance Focus • Restructure technicians from 25/days, 4/afternoons, and 4/ nights to: • 12/days, 10/afternoons and 10/ nights implemented last week • Farebox training, new coin restriction plates, 35% reduction in farebox road calls • Hand out example • Facility Facelift – Relocate tire shop, painting and roof repair • New battery program - Saving $74,000 • Reorganize Parts department - substantial savings, eliminate parts shrinkage through controlling issues, warranty recovery and obsolete reduction • Asset Works Reporting –Schedule modified with new director on -board • Forward focus – New standards – Everybody steps up • Capital and operational funding
  • 20. Progress Improve system information technology and Intelligent Transit Systems to improve data collection and customer outreach / services • Initial assessment was completed by BLIC International • Consultant’s report received, and contained viable recommendations – particularly in areas involving data integrity and reporting • Recommendations assigned for action and resolution during the next 90 days • Phase II assessment will consider overall I.T. strategy and infrastructure, and should begin in March Focus • Outside expert review and assessment of ITS systems/functionality/reporting Leverage for training, support, data integrity, etc. Leverage on warranties • IT organizational assessment
  • 22. Progress Improve MATAplus services for people with disabilities. • Interim Director of MATAplus worked the second week of February and plans to be full-time March 2, 2015 • Community-wide meeting with customers planned for Spring 2015 Focus • Training on technology – Started using real-time features of Trapeze for instant trip assignments while handling reservation • New travel training initiative with SRVS/ Memorandum of Understanding in development • Work with five active customer advocacy groups – All invited to participate in Focus Group on Customer Etiquette • Standards/training/tools/measure/feedback/motivation • Eligibility process and performance analysis
  • 24. East view of Administration building East view of North Entrance to Operations Building
  • 25. Progress Develop a long-term facilities improvement plan • New Superintendent of Facilities – Glen Lockhart • Received numerous bids for work on numerous projects • Developing a plan to renovate bus operator’s area with comfortable seating, workstations, recreational space • New blinds installed in bus operator’s area • A pre-construction meeting on February 24/New roof for the maintenance facility. • New signage for all entrances to Levee Road facility • Bus operator entrance and administration building reconstruction –April 30 completion date • Requested funding for Alternative Analysis for Operations and Maintenance Facility Focus • Assessment 25% completed of all MATA facilities • Phase 2 - Central Station Development Proposal • Finance Committee 3/23, Full Board 4/16 • Sale and or lease of properties across the street on Watkins Street • Develop asset management plan • Levee Road Facility alternatives study Preliminary discussions on collaboration with City of Memphis on site alternatives • Met with original Levee Road alternative analysis consultant
  • 26. WHERE WE ARE ADMINISTRATION PROGRESS UPDATE TROLLEY SERVICE
  • 27. Progress Trolley service back up and operating while developing a long-term sustainability solution. • Staff and other consultants are preparing standard practices for all maintenance procedures and expanding training programs • All require federal and state approval • Safety Certification and Rehabilitation plans revised to incorporate comments from FTA and T-DOT • The procurement process will begin after approval of procedures • Exploring lease options for vehicles from other cities Focus • Safely restore incremental service • Improved maintenance processes/procedures/standards training/quality control • Vehicle, heavy duty tools/infrastructure improvements

Editor's Notes

  1. These are the 7 priorities established by the MATA Board at the retreat held on October 21-22, 2014.
  2. Student/Interns Trolley Maintenance Manager Trolley Safety Manager
  3. Gil’s notes
  4. Bids coming on Credit Union building/Repairs needed for leasing or selling Bids received for painting and flooring for bus operator’s area Bids received for painting and ceiling tile replacement /Administration building Steps on relocating Police Precinct to Hudson Transit Center – Deadline April 16