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CityLink reports ridership gains and rollout of digital wallet for demand-response services
Summary
Michelle Fernandez, CityLink general manager, reported June ridership and improvements in on-time performance, described a digital wallet/app for demand-response services and offered travel-training and facility tours to the advisory board.
Michelle Fernandez, general manager at CityLink, told the board the transit agency recorded demand-response ridership for June (3,229 BA1 passengers, 526 BA2 and 86 PCAs; total reported in the meeting was corrected during the presentation) and said on-time performance has improved substantially since the agency introduced a new scheduling application.
"My name is Michelle Fernandez. I'm the general manager at CityLink," Fernandez said before outlining the figures and operational changes. Fernandez reported that more than 20% of trips in June achieved at least 90% on-time performance and later cited a roughly 30% improvement in on-time performance when trips are booked appropriately. She also said CityLink consolidated vendors and created a single digital wallet that covers demand-response services (paratransit, evening services and zip-zone type services) so fare money in the wallet can be used across modes.
Fernandez said kiosks are prohibitively expensive (she cited a vendor cost above $80,000 for a single kiosk) and said CityLink will instead promote the digital wallet and working with the marketing team to increase public adoption. She offered on-site travel-trainer support, customer-help sessions and an invitation for the board to tour the CityLink hub; she said marketing will help produce training videos and micro-sessions for users.
Board members asked about accessibility of the app for visually impaired riders and Fernandez said changes at the hub — audible announcements and clearer visuals — are already in place and that staff will consult the vendor and return with more detail in September.
