Staff reports: fixed-route ridership up, FTA compliance cleared; CatConnect and ADA paratransit issues discussed

CAT staff opened the reports section saying fixed-route ridership is up 15.7% and that the agency completed a Federal Transit Administration compliance review covering 27 areas with zero findings.

"We have had 0 findings," a CAT staff member said, commending staff for the multi‑year record of passing federal compliance reviews.

Commissioners and staff discussed rider-facing issues including payment troubles on the transit app and the CatConnect microtransit pilot. One commissioner said they had trouble getting payment to work in the app; staff advised customers should contact the agency's customer service desk for walk‑through support or an in‑person meeting. Pat, customer service staff, said there have been "no issues with credit cards, debit cards, Apple Pay" in general but that connectivity and carrier coverage can cause location lags in the app.

Staff explained a month-to-month decline in CatConnect bookings can reflect customers moving to Lyft via ADA paratransit eligibility; staff said CatConnect remains a pilot serving three apartment complexes and is expected to serve small numbers by design. "It is still in the pilot phase," a planner said.

Health‑care providers who spoke during the meeting urged the authority to reduce barriers in the ADA eligibility process, saying some patients must document inability to walk 23 minutes to a stop and that the application language can deter applicants. Staff said federal ADA requirements mean the agency must follow an application process and that the agency is exploring third‑party assessments to assist applicants through that process.

Staff also described customer service hours for the transit help desk (Monday–Friday 4:45 a.m.–6 p.m., Saturday 5:45 a.m.–8:30 p.m., Sunday 7:45 a.m.–5 p.m.) and said staff will continue outreach and signposting for pilot services and upcoming schedule changes.