Trying To Understand How County Transit Serves Local Residents

When I first launched my inquiry into county transit, I was seeking to understand how county government could give up on the most vulnerable of its citizens. My research uncovered more questions than answers, so I sought to address the board of commissioners. I requested that I be added to the agenda of an upcoming commission meeting but was misled by Cherie Browe, the county clerk. Instead of putting me on the agenda for the board of commissioners meeting, she placed me on the agenda of the personnel committee meeting. Cherie Browe had to know that what she was doing was wrong. If not, how is she qualified for the position of county clerk?

So, with that background, here is the presentation that was made to the county personnel committee, not the board of commissioners. The response from Cherie Browe, and Jill Drury, transit manager will follow as my next post.

Cherie Browe, County Clerk

Charlevoix County Transit System Board Meeting July 20, 2016

Presented by Chet Falkowski

Open

Thank you for the opportunity to address the CCTS board. While the transit system provides a much needed service for the residents of Charlevoix County, and has been helpful to me personally, it is not without issues which are sufficient to warrant this presentation in an effort to seek solutions.

I do not expect answers and explanations at this meeting; however I would appreciate information at your earliest convenience so that in addressing these issues, improvements can be made that will benefit the residents of this great county.

Here then are some questions and concerns in an effort to determine:

·       How the transit system benefits the consumers that actually use the system as opposed to local business interests.

·       How decisions are weighted; in favor of riders, merchants, or transit management & staff.

·       Which FOIA requests to make.

·       Whether or not to take my concerns to the Charlevoix County Commission or beyond.

·       If a need exists to seek legal counsel.

Mission of the CCTS

What is the mission statement of the transit system?

Does it call for equal access to public transportation for all county residents?

How does it guide the board & management in the general course of business?

Jill Drury, transit manager

System Upgrades

Telephony: Since the current system continues to experience problems and is woefully inadequate, it should have been upgraded before attempting to implement any other operational changes.

Some examples of inadequacy include:

·       Inability to reach dispatch

·       Inability to leave messages

·       Inability to access “emergency backup” system

·       Being kicked out of “hold” function after two minutes

Dispatch: The way I understand it, the new computer based system was implemented without any notice to riders other than a bit of word of mouth from various drivers and mentions on Facebook. As with any major change, consumers should have been advised of the change, as well as the possibility of disruption of service, in advance of implementation, in a manner that would reach the majority of riders.

Does the new dispatch system increase mileage & fuel consumption?

Before the implementation of the computer based dispatch system, it was not unusual for multiple riders to be on board any given bus at the same time. Indeed, that was how I met some of the other county residents. Now it seems to be a rarity, and I am often the only person on the bus. If that is the direction the transit system is going, why not use smaller, more efficient vehicles?

Does the new dispatch system allow more access to service or less?

How has the ridership changed since implementation of the new dispatch system? Are there now more riders, the same amount, or less?

Any additional upgrades and/or changes should be weighted first and foremost for an enhanced consumer experience. It is, after all, the consumers – the residents of Charlevoix County, that the transit system is supposed to serve.

Service

Is the new extended weekend service countywide or the Boyne area?

How does this impact the typical rider?

How does the extended service benefit riders in the East Jordan and Charlevoix areas?

Would it not be more practical to implement this type of extended service in the off season when both consumers and merchants would benefit such as with winter concerts, restaurants, shopping, classes, lectures and presentations, etc.? It seems somewhat counterproductive to offer this extended service at the busiest time of the year instead of at a time when people tend to be cooped up and businesses are looking for customers.

What about service for Wednesday concerts in Old City Park?

What role do various Chambers of Commerce play in the transit system decision making?

Does the extended weekend service promote buzz drinking?

The following comments were taken from Facebook about CCTS:

Scott McKenzie: How cool is that!!!??

County Transit to add Friday-Saturday night bus service in Boyne area Charlevoix County Transit will be adding service starting at 6 p.m. to 12:30 a.m. on Friday and Saturday nights starting on Boyne Thunder weekend and continuing through the summer. There will be pick-up locations downtown with service throughout Boyne City, including a service perimeter that encompasses Walloon Lake, Young State Park, Advance, Boyne Mountain and Bluegreen.

Jill Drury: Might have to look at doing a "pub crawl" with all the great places in BC/BF/Advance/Walloon :)

1 · July 6 at 1:19pm

Anneke Rader: That would be great!!

July 6 at 2:12pm

Jill Drury: Anneke Rader this service is somewhat designed for just that but open to other types of rides as well

1 · July 6 at 2:38pm

What percentage of people in Young State Park, Walloon Village, Boyne Mountain, and other areas of the extended weekend service lack transportation?

Was the extended weekend service implemented at the cost of out of county medical appointments during normal business hours, in the normal service range for such appointments?

How could there be personnel for additional service hours but not typical medical runs?

Why was most, but not all, service for out of county medical appointments suspended or terminated without notice?

Why would some medical appointments be deemed more valid than others?

What criteria were used to determine acceptable medical appointments, and how would the transit system board & management know if any particular medical appointment fell within said criteria?

When I called to schedule a ride for an out of county medical appointment, as I had done in the past, why was I told that service was unavailable, and that it was unknown when service would be restored?

How were the dates for extended weekend service known well in advance, but no information was available concerning service for out of county medical appointments?

Why were valid medical runs discontinued, endangering the health and welfare of county residents who rely on the transit system for transportation?

Holiday Scheduling

Are holiday hours of operation in line with other Michigan transit systems and general business practices?

The Christmas holiday schedule calls for a three day suspension of service, plus Sunday. Is that type of holiday scheduling excessive, or is it typical of other transit systems?

How does the current holiday scheduling enhance the overall consumer experience?

Imagine if banks, grocery stores, pharmacies, restaurants, gas stations, and other such entities were all closed for four days around Christmas, and extended periods around other holidays. How would that affect you? Think about it, because that is exactly what riders of the transit system experience during service suspension. It is as if all businesses, social opportunities, and services, are closed.

Dissemination of Information

Is Facebook the primary means to get word out to consumers?

What other modes of communication are used to provide information to county residents?

Is information presented clearly and in a timely manner?

Rider surveys

What was the date of the last consumer/rider survey?

What information was sought, and what information was gathered with the latest survey?

How was any survey information used to enhance service for the consumers/riders?

How was the latest consumer/rider survey conducted, and by whom?

From my perspective it seems that decisions for the operation of the transit system are made without knowledge of, nor consideration given to, the needs and desires of the consumers using the system.

I am very interested in understanding what rider profile information is currently known and utilized by the transit system; because without current and accurate information, efforts to improve service can only be hit or miss.

Funding & Oversight

Is the transit system currently operating within the guidelines set forth by the State of Michigan & United States Federal Government with regard to fair business practices and funding obligations?

It seems that some of the decisions made by the transit board & management are not fair & unbiased, and may be discriminatory in nature.

Examples include:

·       Inability to access the system

·       Stranding passengers

·       Denial of service

·       Extended suspension of service during holidays

Qualifications of Board & Management

What criteria were used to determine qualification to manage the transit system?

What criteria were used to determine qualification to sit on the transit board?

What experience in public transportation, management & oversight or related fields, is held by the transit board & management?

What type of continuing education and/or training do the board & management of the transit system take part in?

How many hours per week does management engage in general staff duties such as dispatch, driver, or other non-management duties?

A leader always puts in whatever effort it takes to make the system “hum”, and should be part of the team, not apart from it. A leader will always show willingness and ability to help their staff succeed.

In closing I would, again, like to thank you for allowing me this opportunity. While some of the criticism, questions, and suggestions may seem harsh, please understand that they are presented without animosity and are meant to spur further discussion and efforts to improve a valuable county asset. My hope is that with continued diligence CCTS can be even more responsive to the needs of the residents of Charlevoix County, and set the standard for all transit systems in the great State of Michigan.

Please take time to review these questions and comments, and then provide written response. I eagerly await your reply.

  

Addendum

Following are selected posts and comments from CCTS Facebook page highlighting rider dissatisfaction and more promotion of binge drinking by CCTS.

Chuck Ratliff

Chuck Ratliff This wasn't broadcasted very well. A heads up would have been appreciated.

Like · Reply · March 26 at 11:02am

Chris Barnes

1starYou guys never answer your phones anymore and are always at least a half hour late.... very difficult to get my daughter to and from school relying on the transit.

March 30, 2016

Cheryl Widerstedt Day three was not better. Why didn't you let regular riders know about this other than facebook? I don't know if my daughter has her regular rides on schedule or not.

Like · Reply · April 5 at 10:04am

Jody Hancock Webb You need a whole lot more than drivers. This new system is a complete fail. Letter of complaint in mail.

Like · Reply · July 1 at 1:32am

Michelle Stanton

July 7 at 2:04pm

U all don't ever answer ur phones hardly any more it takes u guys more then a half hr to an hr to pick me up if I ride the bus which is ridiculous it should not take that long when I'm in town ... I think the new system is crappie and u shouldn't have gone to it in the first place this has more then once ..... to me and others I have talked to everywhere. .. so it's not just me !!!!!

Nicole Ann Robinson

May 24 at 6:33am

Hello it is tuesday may 24th and I am trying to get through on the phone and I can't... I need to get to work at Boyne mountain at 8 am... This is Nicole Robinson

Charlevoix County Transit

March 15 ·

NOTICE: There will be extended service hours on Saturday, March 19th. We will have a bus available from 4pm-2am for those of you who are wanting to celebrate St Patty's Day at Boyne Mountain or around town. Please call 582-6900 and pre-schedule your rides if at all possible. The driver will have a cellphone and take calls directly from 4pm-2am; to reach him after the office closes, please call 231-373-2363. Be safe, not sorry - call us for a ride!

Charlevoix County Transit shared their post.

March 17 ·

Have you made your ride reservations yet? Lots of St Patty weekend activities to keep you entertained this weekend. No reason to drink and drive - we'll have bus service available to be your DD all day! Regular service hours are from 9am-4pm and extended hours for Saturday will be from 4pm-2am. Call 582-6900 to make reservations, After 4pm on Saturday you'll need to call the driver at 232-373-2363. Be Safe, Have Fun

Charlevoix County Transit Thanks to all who rode this past weekend. We're happy to offer service such as this to keep everyone safe and DUI free!

Like · Reply · March 22 at 1:17pm