Calendar:
Monday, May 30
Memorial Day Holiday - City Offices Closed
Wednesday, June 1
12:00 pm - Economic Development and Planning Committee Meeting, Room 280. AGENDA: Cultural Facilities Request
Information Items:
Operational Changes to the Customer Service and Information Center (CS&IC)
Staff Resource: Saskia Thompson, 704-336-4947
We are now in the final stretch of transitioning customer service functions to 311. As anticipated, transition activities are having an impact on current service levels particularly in CS&IC (336-7600).
Since the entire staff of CS&IC is transferring to 311, each person must go through a four-week training class prior to "go-live" on July 5. With at least half of the staff in training at any given time and the center still open beyond business hours, we are experiencing significant shortfalls for phone coverage.
The result is hold times that are longer than average and an increased call abandonment rate. In order to address this issue and improve service levels between now and July, we are making operational changes at CS&IC.
Effective immediately, the operating hours of CS&IC will be reduced to 7am - 6 pm Monday through Friday. Eliminating evening and weekend hours at CS&IC will enable us to increase the number of staff on the phones during the peak daytime hours where hold times are currently the longest.
During all other times, calls will be forwarded to the answering service that currently handles after-hours calls for the center. These hours will remain in place until July 5, at which time we will move to a 24/7 schedule at 311. The answering service will be able to take service requests and give information regarding City functions.
In addition, utilizing the answering service will allow our customers to reach a live-voice and have basic service needs met at all times. These operational changes should help maintain a positive customer relationship between now and the time 311 opens.
Briar Creek Sewer Improvement Project Update
Staff Resource: Doug Bean, 704-391-5070
This week, Utilities staff held three meetings with property owners in the Selwyn and Barclay Downs neighborhoods. Over 80 residents participated in the meetings and provided valuable input. Based on the feedback from those in attendance, it appears staff is close to an acceptable route for property owners along Selwyn Avenue, Sunnymede Lane (still working with one owner), Windsor Drive, Michael Baker Place, and Fairfax Drive. Staff presented a number of options for the Lila Wood Circle / Moncure Drive area for comment and will continue to review those options. Pipe alignment alternatives were shown and discussed in detail. Meeting minutes and alternate route maps will be posted on the project website (www.cmutilities.com) next week.
The next meeting is with Myers Park High School Parent Teacher Student Association on June 1. We will discuss pipe alignment alternatives on the school property.
Additional meetings are being scheduled for other areas, as well as a general meeting for the entire phase 1 project in June.
Metropolitan Transit Commission Meeting Summary
Staff Resource: Ron Tober, 704-336-7245
On Wednesday, May 25, 2005 the MTC unanimously approved Resolution 2005-04, which authorized the renewal of four Regional Express service contracts (Town of Mooresville, City of Concord, City of Gastonia, and Lincoln County) as well as the contract with Wachovia Corporation for special shuttle service between Uptown and the University City area. Contracts with Rock Hill and Union County will be renewed upon their June 30, 2006 expiration date.
The new contracts will include a new cost sharing formula wherein the costs would be calculated upon total operating hours rather than only on revenue hours. Annual increases in costs will be based upon the approved annual budget rather than a flat percentage. A 2% administrative overhead charge will be passed along to the regional partners. Using this formula, CATS and the regional partners will still share the costs 50/50 but the costs shared will be net rather than gross. City Council action on these new contracts is scheduled for June 13.
The MTC received information on the Streetcar Project. This briefing provided an overall description of the project, alignment options, and a conceptual design status report on the Center City Streetcar Corridor. Key elements that were presented included traffic impacts, redevelopment opportunities, urban design objectives, compatibility with the various rapid transit corridor modes, construction parameters, public outreach initiatives, and operational considerations. This conceptual design phase will be completed in December 2005.
The MTC also received information on the accomplishments of the Art in Transit Program and viewed a 10-minute film produced with the Government Channel. This film was designed to educate the public about the role of artists, the project team, and the community in seven specific transit projects. Information presented on the FY2005 program included a review of the work of six artists integrated into four completed and opened facilities. Sixteen artists work for five projects, including the South Corridor Light Rail Project, has reached the final design phase. Plans for FY06 include managing artists' fabrication and installation; selection of artists for new projects; expansion of education and community outreach efforts; program evaluation; and introduction of the Art-in-Transit Advisory Committee for art planning purposes in future corridors.
Finally, CATS staff reported that ridership on the transit system continued to grow in April with an 8.3% increase over a year ago. Year-to-date, ridership on CATS services was up 8.1% thru the end of April. CATS staff also reported that thru three-quarters of FY2005 Operating Income for the transit system was running ahead of budget and Operating Expenses where below budget which should result in a greater than budgeted contribution to capital at year end.
