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Riders report missed trips after ECAT transition; county says notifications were sent
Summary
Residents and providers described confusion and missed rides after Escambia County's transition of transportation services to ITL; county and contractor officials said they had sent mailers, emails and driver instructions and were working to reduce errors.
Several riders and a community provider told the board that the recent transition of ADA/transportation service between ECAT and the new contractor led to missed trips, mismatched files and insufficient rider notice. "There was some confusion... we had to pick up and take back because they can't go get that person again," a county transition official said, acknowledging gaps in service and promising improvements.
Community provider Carolyn (speaker) said she received no personal notice and had to spend extra time filling out clients' applications; county staff replied that they had mailed notifications three weeks before the transition, sent emails where available and asked drivers to provide change notices to riders. "We're not flawless... we absolutely have been working with our staff and with our administration... and I think you'll continue to see it improve," said Wes Marino (county staff). The board asked staff to provide proof of outreach for specific riders who missed trips, and to follow up with case studies before the next meeting.
Provenance: topicintro: SEG 1214, topfinish: SEG 1241.
