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CityLink general manager reports staffing gains and improved on‑time performance; board presses for faster payment options
Summary
Joe Fernandez, CityLink general manager, said CityLink has hired staff, improved on‑time performance from about 63% to about 84–85% in under 60 days, and aims to have BA2 service fully staffed for a Dec. 1 opening; the board pressed CityLink to replace a legacy payment option and staff outlined kiosk and card‑payment plans.
Joe Fernandez, the new general manager for CityLink, told the board that operations have stabilized ahead of a planned December 1 service expansion dubbed 'BA2.' Fernandez said CityLink has increased staffing, rehired experienced workers, and improved on‑time performance from about 63% to roughly 84–85% in less than 60 days. He also reported zero trip denials in a recent month and modest growth in certified passengers.
Fernandez framed his approach as streamlining hiring and reengaging former employees, and said the team has been more visible in the community to identify service gaps. "If you meet the eligibility, we will not leave you behind," he said, pledging service for eligible riders when BA2 opens.
Board members raised concerns about an upcoming change to fare payment: the DIB account option will end on Nov. 12, meaning riders who previously stored balances there will lose that payment method once balances run out. CityLink staff acknowledged the issue and said they are soliciting proposals for payment kiosks and card‑payment systems that can transfer DIB balances to tickets; an IT staffer said implementation would be about 90 days after vendor approval. Staff also stressed that kiosks and payment units will include accommodations for visually impaired users.
Board members asked CityLink to return to the January meeting with a more detailed update on payment implementation and other operational metrics. Fernandez said he and his team would provide a fuller briefing after procurement steps advance.
