Wake Coordinated Transportation
Services/TRACS
Human Services/Public Transportation
Plan
2013
Table of Contents
I.
II.
III.
IV.
V.
VI.
VII.
Introduction and Background
Local Coordinated Plan Approach
Wake County At a Glance
Inventory of Transportation Services/ Provider Surveys
Prioritization of Human Service Transportation Needs and Strategies
a. Community Survey and Results
b. Local Coordinated Plan Workshop
Summary
Appendices
a. Targeted Transit Assistance Program – NCDOT/PTD
b. Workshop Invitation
c. Workshop Flyer
d. Workshop Newspaper Advertisement
e. Workshop Agenda
f. List of Workshop Participants
g. List of Other Transportation Providers in Wake County
h. Glossary of Terms
i. Compiled Survey Responses
j. Original Prioritization of Needs and Strategies
3
4
6
11
16
16
24
26
27
28
31
32
33
34
35
36
40
43
71
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Introduction
Federal transportation law requires that projects selected for funding under certain grant programs be
derived from a coordinated human service and public transportation plan that is locally developed
through a process that includes transportation and human service providers as well as members of the
public. A locally coordinated plan should identify the transportation needs of individuals with
disabilities, older adults, and people with low incomes, provide strategies for meeting those local
needs and prioritize those transportation services for funding and implementation. This document will
serve as the locally developed plan for Wake County providing eligible organizations with the
documentation required to access certain federal transportation grants.
Background
Since the 1980s, the federal and state governments have been working to coordinate human service
transportation services they fund. In 1986, A Joint U.S. Department of Health and Human Services and
Department of Transportation Coordinating Council on Human Service Transportation was established
to better coordinate activities and concentrated their effort on the identification of barriers to
coordinated transportation. The 1998 Transportation Equity Act for the 21st Century (TEA-21) required
that projects from one federal program – the Job Access Reverse Commute (JARC) - be part of a
coordinated public transit – human services transportation planning process.
In 2004, a presidential Executive Order was signed to improve the public and human service
transportation coordination of individuals with disabilities, older adults, and people with lower
incomes, and establish the federal Interagency Transportation Coordinating Council on Access and
Mobility (CCAM). The purpose of CCAM was to:
• promote interagency cooperation
• establish appropriate mechanisms to minimize duplication and overlap of Federal programs
and services so that transportation-disadvantaged persons have access to more
transportation services
• facilitate access to the most appropriate, cost-effective transportation services within existing
resources
• encourage enhanced customer access to the variety of transportation and resources available
• formulate and implement administrative, policy, and procedural mechanisms that enhance
transportation services at all levels.
In 2005, the CCAM issued a report to the President with recommendations for breaking down federal
barriers to transportation for all transportation-disadvantaged populations which resulted in the
development of United We Ride (UWR). UWR is a federal inter-agency initiative to improve
availability, quality and efficient delivery of transportation for older adults, and people with disabilities
or lower incomes.
In 2005, the Safe, Accountable, Flexible, Efficient, and Transportation Equity Act: A Legacy for Users
(SAFETEA-LU) was signed into law. This law established a federal mandate for the coordination of
human service and public transportation. SAFETEA-LU required that a coordinated plan be developed
in any community seeking funding from three specific Federal Transit Administration (FTA) programs
including the Elderly Individuals and Individuals with Disabilities (Section 5310), Job Access and
Reverse Commute (Section 5316), and the New Freedom (Section 5317) programs.
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Federal funding programs
Job Access Reverse Commute – Section 5316 (JARC) – The JARC program was first established under
the federal Transportation Equity Act for the 21st Century (TEA-21) of 1998 and was continued with
the SAFETEA-LU legislation. The goal of the JARC program is to “improve access to transportation
services to employment and employment related activities for welfare recipients and eligible lowincome individuals and to transport residents of urbanized areas and non-urbanized areas to suburban
employment opportunities”. (FTA Circular FTAC 9050.1)
New Freedom – Section 5317 - The New Freedom program was authorized by SAFETEA-LU to provide
tools to overcome “barriers facing Americans with disabilities seeking integration into the work force
and full participation in society.” Lack of transportation is often a primary barrier to work for
individuals with disabilities. The New Freedom grant program seeks to reduce the barriers to
transportation and expand transportation options for people with disabilities beyond those that were
required by the American with Disabilities Act of 1990. (FTA Circular FTA C 9045.1)
Elderly Individuals and Individuals with Disabilities Program – Section 5310 – SAFETEA-LU authorized
this federal grant program known as the Section 5310 program to improve the mobility of elderly
individuals and individuals with disabilities throughout the country with transportation services
planned, designed and carried out to meet the special transportation needs of this population. (FTA
Circular FTA C9070.1F)
The North Carolina Department of Transportation Public Transportation Division (NCDOT PTD)
administers the federal Section 5310, JARC and New Freedom grants through the Targeted Transit
Assistance Program. The goal, purpose, targeted group, eligible sub-recipients, and matching
requirement for each funding source is provided in the Appendix. The Capital Area Metropolitan
Planning Organization (CAMPO) also allocates federal funds from the JARC and New Freedom
programs to eligible recipients within the MPO.
MAP-21
Moving Ahead for Progress in the 21st Century (MAP 21) replaced SAFETEA-LU on October 1, 2012 as
the nation’s transportation legislation and will be in effect until September 30, 2014. Like SAFETEA-LU,
MAP-21 contains the requirement for coordinated human service-public transportation plans for
certain funding programs including Section 5310.
MAP-21 also ended both the JARC and New Freedom programs as distinct programs. However,
activities that were funded under JARC in SAFETEA-LU will be eligible activities under the public
transportation funding programs for rural areas (Section 5311) and urban areas (Section 5307).
Projects that had been funded under the SAFETEA-LU New Freedom program as well as additional
activities will be eligible under Section 5310 to enhance mobility for persons over age 60 or with a
disability.
Local Coordinated Plan
In 2007, to meet the coordinated-plan requirement of SAFETEA-LU, the Triangle Transit Authority
prepared the Coordinated Public Transportation-Human Services Transportation Plan for the Capital
Area Metropolitan Planning Organization (CAMPO). This plan provided access to the federal program
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funds administered through the North Carolina Department of Transportation Public Transportation
Division (NCDOT PTD) and the MPO grant programs to the grantees within the CAMPO including Wake
County. Since that time, Wake County Human Services agencies have been awarded grants through
these programs.
In order to remain eligible for funding through the federal transportation grant programs, Wake
County must update our coordinated plan. This 2013 Coordinated Human Services/Public
Transportation Plan will allow continued access to funding through the Section 5310, 5316 and 5317
grants under SAFETEA-LU and MAP-21 beginning in fiscal year 2014 for projects included in the plan.
Currently, both the NCDOT PTD and CAMPO are in the process of allocating unobligated SAFETEA-LU
funds.
Federal law requires that the local plan be “developed through a process that includes representatives
of public, private, and non-profit transportation and human services providers and participation by
members of the public” and that the plan “identify the transportation needs of individuals with
disabilities, older adults, and people with low incomes, provides strategies for meeting those local
needs and prioritizes transportation services for funding and implementation.” (FTA Circular C9070.1F)
FTA proposed the following key elements be contained in each coordinated plan:
• An assessment of transportation needs for individuals with disabilities, older adults, and
persons with limited incomes;
• An inventory of the available services that identifies areas of redundant service and gaps in
service;
• Strategies to address the identified gaps in service;
• Identification of coordination actions to eliminate or reduce duplication in services and
strategies for more efficient utilization of resources; and,
• Prioritization of implementation strategies.
The Coordinated Human Service/Public Transportation Plan 2013 was developed by Wake
Coordinated Transportation Services (WCTS/TRACS) with guidance from the NCDOT PTD staff. A
coordinated plan steering committee was formed and included members of our Transportation
Advisory Board (TAB), WCTS/TRACS staff, NCDOT PTD staff, Wake County Planning Department Staff,
and a Wake County Human Services representative. Following federal and state guidance for the
development of local coordinated plans, the committee identified the following elements to be
included in the planning process and plan:
 Current demographics of Wake County including population of persons who are elderly, have
a disability or are considered low wealth
 Inventory of human service transportation providers in Wake County
 Community survey to determine human service transportation needs and strategies to meet
those needs
 Workshop to identify and prioritize human service transportation needs and strategies.
Each of these elements is described in detail in the following sections.
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Wake County at a Glance
Current Wake County information regarding the target population for the three federal grant funding
programs are listed below and included on the maps on the following pages:

Wake County population (July 1, 2012 Census Bureau estimate): 952,151

Urban population and percent of total population: 760,648/80%

Rural population and percent of total population: 191,503/20%

Number of occupied housing units in Wake County (2011 ACS): 342,995

Number of households with no vehicle available (2011 ACS): 15,678/4.6%

Number of persons with disabilities in Wake County (2011 ACS): 66,351/7.2% population.
(Person with disability is defined as a person with hearing, vision, cognitive, ambulatory, selfcare or independent living difficulty for the non-institutionalized population.)

Wake County land area: 835 square miles

Persons per square mile in Wake County (July 1, 2012): 1,140
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Inventory of Transportation Services
The coordinated planning process requires an inventory of existing transportation services in the local
community. Within Wake County, there are a variety of public and private, for-profit and non-profit
organizations providing transportation to residents. According to the FTA, those agencies considered
to be ‘public transit’ in the coordinated planning process are the recipients of federal transportation
funds through Section 5307 and Section 5311. In Wake County, this includes Wake Coordinated
Transportation Services (WCTS/TRACS), Capital Area Transit (CAT), Cary Transit (C-TRAN) and Triangle
Transit Authority (TTA).
WCTS/TRACS provides door-to-door, demand-response, shared-ride service to residents who are age
60 or over, have a disability, live outside of Raleigh and Cary, or are sponsored by human services
agencies for transportation services. Service is provided to the rural general public, to residents who
are referred to WCTS, and to individuals sponsored by a human service agency, including Medicaid
transportation. WCTS/TRACS is financed primarily with a portfolio of federal and state transportation
grants as well as contract revenues.
In addition to these public-transit providers, there are organizations in Wake County that either
contract with human service agencies to provide trips to clients, provide trips to their own human
service agency clients, or provide transportation exclusively to the population that human service
agencies serve – individuals who are elderly, have a disability or are of low-wealth. A list of additional
transportation providers in Wake County is included in the Appendix.
-------------------------------------------------------------------------------------------------------------------------------Organization Name: WCTS/TRACS, Brokered services through contracts with MV Transportation and
local vendors.
Address: 220 Swinburne Street, Raleigh North Carolina
Contact Information: Don C. Willis: donwillis@wakegov.com phone: 919 250-3829

Type of organization: County Government

Type of transportation service provided: door-to- door, demand responsive (flexibly routed)
service using paid drivers

Is an assistant provided to travel with passenger if needed? No, but passengers may bring a
personal care attendant who travels at no cost.

Persons eligible for transportation services:
 Persons aged 60 or over
 Persons with disabilities
 Persons who reside in the rural part of county
 Persons who are transportation disadvantaged and need work-related transportation

Other organizations for whom transportation services are provided include: Non-emergency
Medicaid transportation, Resources for Seniors, NC Services for the Blind, Work First, Wake
Enterprises, Wake Tech Compensatory Education Program, Health Department, Regional Centers,
and Mental Health programs currently purchase service from WCTS/TRACS.
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
Geographic service area: All of Wake County and destinations within Orange and Durham counties
as needed.

Service days and hours: Service is provided 4:30 am to 10:30 pm Monday through Saturday and on
some Sundays and holidays.

Fare or donation policy: $2 fare is collected from passengers using the Rural General Public
program as this provides local match for a state grant that supports the program. Other
WCTS/TRACS passengers ride fare free.

Eligible trip purposes:
 Health/medical
 Nutrition (e.g. trips to nutrition site)
 Social (e.g. visits to friends/relatives)
 Recreation (e.g. trips to cultural or athletic events)
 Education/training (e.g. trips to training centers, schools)
 Employment (e.g. trips to job interviews or places of employment)
 Shopping/personal needs
 Social services (e.g. trips to social service centers, adult daycare, training)

Annual one-way passenger trips provided for the following calendar years:
 2011 - 151,288
 2012 - 160,944
 Vehicle fleet description: The WCTS fleet includes 42 lift-equipped and conversion vans.
--------------------------------------------------------------------------------------------------------------Organization Name: Capital Area Transit
Address: 4104 Poole Rd, Raleigh North Carolina
Contact Information: David Eatman phone: 919-996-3030

Type of organization: City Government

Type of transportation service provided: Fixed route bus using paid drivers

Is an assistant provided to travel with passenger if needed? No

Persons eligible for transportation services:
 Persons who can access the bus and board without operator assistance
o All buses are equipped with ramps or lifts to enable those who use mobility devices to
ride
o The operator will operate the lift or ramp
o The operator will secure the mobility device once the passenger has entered the bus

Other services provided include
o R-Line downtown circulator

Geographic service area
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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o
City of Raleigh and contracted areas

Service Days and Hours
 Weekdays
o Minimum service is from 6:30 AM – 7:00 PM
o Some routes operate from 4:30 AM – midnight
o Some routes have reduced service after 7 PM
 Saturday
o Minimum service is from 7:00 AM – 7:00 PM
o Some routes operate from 5:30 AM – midnight
o Some routes have reduced service after 7 PM
 Sunday
o Minimum service is from 8:30 AM – 8:00 PM
o Routes may have reduced service compared to weekdays

Fare or donation policy:
o Full Fare - $1 one way, $2 day pass
o Reduced Fare - $0.50 one way, $1 day pass
o Other pass options are available

Eligible trip purposes:
 Any

Annual one-way passenger trips provided for the following calendar years:
 2011 - 6,138,370
 2012 - 6,560,943

Vehicle fleet description:
o 33 Orion 40’ diesel high floor buses
o 43 Gillig diesel low floor buses
o 3 Gillig BRT style hybrid low floor buses
o 9 Nova 40’ diesel high floor buses
--------------------------------------------------------------------------------------------------------------Organization Name: Cary Transit (C-TRAN)
Address: 316 N. Academy St. Cary, NC
Contact Information: Ray Boylston Email: ray.boylston@townofcary.org phone: (919) 469-2080

Type of organization: Town Government

Type of transportation service provided: Fixed Route and Door to Door Service

Is an assistant provided to travel with passenger if needed? No, but Door to Door passengers may
bring a personal care attendant who travels at no cost.

Persons eligible for transportation services:
Door to Door Service:
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

Persons aged 60 or over
Persons with disabilities

Other services provided include: N/A

Geographic service area: In-town trips / Door to Door Service: Out-of-town trips Raleigh, Durham,
Chapel Hill, Apex, and Morrisville.

Service days and hours: Fixed Route Service: 6:00am – 8:00 pm, Monday - Saturday
Door to Door Service: 6:00am – 8:00 pm, Monday – Friday *No out of town trips on Saturdays

Fare or donation policy:
Fixed Route Cost of Service: $1 per one-way trip
Children 12 & Under, Seniors 65 & Older with Current C-Tran ID: Free
Door to Door Cost of Service:
Tier I
Tier II
Tier III
Trips wholly within 3/4
mile of the fixed route
corridors
Trips not wholly within the 3/4 mile
corridor of the fixed routes but
within Town limit
Out-of-town trips (Raleigh,
Durham, Chapel Hill, Apex, and
Morrisville)
$2 per one-way trip
$4 per one-way trip
$6 per one-way trip
Discount fares of $1 per one-way trip are provided during off-peak hours (10 a.m. to 3 p.m.) for Tier I
and Tier II trips only. There are no discount fares for out-of-town (Tier III) trips.

Eligible trip purposes:
Fixed Route Service – Open for the general public for any trip purpose.
Door to Door Service – Any trip purpose/In town/Out of town trips. Cary citizens who are least 60
years old can ride C-Tran to and from medical appointments and anywhere in Raleigh, Durham,
Chapel Hill, Apex and Morrisville assuming space is available on Monday through Friday. Persons with
disabilities can ride for employment trips to destinations in Raleigh, Durham, Chapel Hill, Apex, and
Morrisville during normal business hours. Registration for this service is required.

Annual one-way passenger trips provided for the following fiscal years:
 2011 - 184,373 Fixed Route Service
45,592 Door to Door Service

2012 - 231,501 Fixed Route Service
47,967 Door to Door Service
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
Vehicle fleet description:
Fixed Route Buses – 13
Door to Door Buses – 13 vans / 5 cars
--------------------------------------------------------------------------------------------------------------------Organization Name: Triangle Transit T-linx
Address: 5201 Nelson Rd.
Contact Information: Vinson Hines Jr., Transit Manager, vhines@triangletransit.org

Type of organization: Regional Transportation Authority

Type of transportation service provided: Curb-to-curb and door-to-door, demand responsive
(flexibly routed) service using paid drivers

Is an assistant provided to travel with passenger if needed? No, but a passenger is permitted to
bring a personal care attendant (PCA) as approved through the eligibility process. The PCA does
not have to pay fare when travelling with the certified passenger.

Persons eligible for transportation services: A person who is certified with having a disability that
prevents them from using fixed route service

Other organizations for whom transportation services are provided: None

Geographic service area: Raleigh, Chapel Hill, and Durham

Service days and hours: Monday - Friday 5:50am to 11:15pm & Saturday 6:40am - 7:20pm

Fare or donation policy: T-linx fare is $4.00 for one way trip, and is double the cost of the base fare
of our fixed route service.

Eligible trip purposes:
 Health/medical
 Social (e.g. visits to friends/relatives)
 Recreation (e.g. trips to cultural or athletic events)
 Education/training (e.g. trips to training centers, schools)
 Employment (e.g. trips to job interviews or places of employment)
 Shopping/personal needs

Annual one-way passenger trips provided for the following calendar years:
 2011 - 4,063
 2012 - 5,752

Vehicle fleet description: All of T-linx vehicles are wheelchair accessible with lifts. We have a total
of 16 vehicles in our fleet: three conversion vans, seven 20 FT light transit vehicles (LTVs), and six
25 FT LTVs.
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Prioritization of Human Service Transportation Needs and Strategies
The identification and updating of the transportation needs of older adults and individuals with
disabilities or low wealth, and the strategies to meet such needs was conducted through a community
survey and a public workshop, both of which included representatives of public, private and non-profit
transportation and human services transportation providers, and participation by members of the
public. Participants in the workshop also prioritized the strategies listed during the session.
Community Survey
A Community Survey was developed to solicit input from the public regarding the unmet needs of
human service-public transit, and the strategies for addressing those needs. The 16-question survey
was emailed and also provided to persons invited to the workshop, distributed at public events, and
made available to WCTS/TRACS passengers and the general public via reference on workshop flyers
and newspaper advertisements. 141 completed surveys were returned. The survey and results are
below. All responses received for questions 15 and 16 are included verbatim.
------------------------------------------------------------------------------------------------------------WCTS/TRACS Coordinated Human Services/Public Transportation Plan
Community Survey - Spring 2013
WCTS/TRACS is developing The Wake County Coordinated Human Services/Public Transportation Plan
to: identify the transportation needs of individuals with disabilities, older adults, and people with low
incomes; provide strategies for meeting those local needs; and prioritize transportation services for
funding and implementation. This survey, along with two public workshops on May 29, 2013, will
allow us to evaluate the unmet transportation needs within Wake County.
Please place the appropriate number from the list below next to each statement in the survey.
4 = very important
3 = medium importance 2 = a little important 1 = not important
1. There is a need for more capped or fare-free demand-response transportation throughout Wake
County for residents with disabilities, older adults, and people with low incomes.
Total points received: 525 points
2. There needs to be more demand-response service available to residents who are transportation
-disadvantaged.
Total points received: 521 points
3. There needs to be extended service hours.
Total points received: 488 points
4. There needs to be more service for employment type trips.
Total points received: 498 points
5. There needs to be more weekend and night service.
Total points received: 469 points
6.
There needs to be more service to fill gaps in underserved areas.
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Total points received: 512 points
7. There needs to be transportation for residents who live in the City but must travel to
destinations outside of the City and where buses do not travel.
Total points received: 510 points
8. There is a need for more trips to other counties and cities.
Total points received: 461 points
9. There is a need for more door to door service for older adults and persons with disabilities.
Total points received: 515 points
10. There is a need for transportation in which an assistant is provided to travel with a passenger.
Total points received: 471 points
11. Transportation should be convenient and easy to access.
Total points received: 528 points
12. There is a need for education on available services, programs and eligibility requirements.
Total points received: 480 points
13. There is a need for more advertising of transportation services to persons with a disability or
low income, older adults and general public.
Total points received: 480 points
14. There is a need to allow users to make reservations for service after business hours.
Total points received: 493 points
15. What do you hope the Wake County Coordinated Human Services/Public Transportation Plan
will produce?
-round trip transportation for all who need it and qualify for it anytime of the day they need if
including work related transportation as well.
-nothing
-better and convenient transportation, with professional staffing.
-more needed transportation
-to make transportation more ready to use, for those who can’t travel alone or need help getting
in&out of vehicles, students, workers & families need to be able to go grocery shopping as well as
work & school & medical. -Your drivers have been kind, considerate & on time every time I have used
this transportation. I recommend it to others when asked.
-up to par and dependable vehicles
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-safe trips
-on time service. After hours service
-the best safety and care for our clients
-more night and 24 hour services for people in urban and rural areas
-people being picked up on time and gotten to my appointment on time
-there needs to be more independent transpo companies to help fill in gaps for TRACS. Better, closecoordination between the vans and the customer service who schedule pick up and drop-offs. My son
missed to many days of school due to poor coordination of scheduling and/or pick-ups.
-more day transportation service for disabled persons
-best services they can provide
-greater/better efficiency in the dispatch office. should not have to wait for buses. should not be
placed on hold forever. need a human voice (person) not a recording when you call
-a more organized sense of travel. a guarantee to not be late to appointment, school or work
-better service when time to transport and pick-up times. missed appointments. having to reschedule
them.
-get us to dialysis on time
-big van
-need someone who knows where they are going when they pick-up
-to be picked-up on time and returned back on time
-more service and making reservations for multiple trips instead of daily
-easier access and more information about services provided - more user friendly services
-I think transportation would get better
-great improvement in times for picking-up. shouldn’t have wait times so long
-more drivers that are nice
-please add wifi and make all drivers has gps
-more drivers so everyone can get to their appointments on time and to come back and them so no
one should have to wait 2 and 3 hours to get back home.
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-to be on time and polite
-a lot of people who don’t have help
-more services, less stressful and care-free
-accuracy, punctuality and comfort
-the lady that answers the telephone is a real &!7<#, switchboard
-music in the cars
-they need to come on time. be able for a person to talk to a person. people are now being picked-up
….? the meals on wheels service is very poor. it is so sad for the people who need the service. you can
call and call and complain without getting answers. they put people to drive who do not know the
route. you can make appointment in advance to a doctor they will come 2-3 (hrs?) late.
-I don’t know
-lesson (listen??) to the people
-better transportation options and better service. getting picked up on time is rare.
-they need to be on time to pick you up for your appointments and schedule you much better
-good, safe transport for disabled and handicapped and those in need of work transportation also.
-that the service will remain as good or better than it is now. provide information for drivers on how
to deal with people with disabilities, with respect and dignity.
-on time not late to very important appointments and they should help you get in the van.
-available buses to go shopping - even if they have to pay for bus. also to go to the movies.
-a new Medicaid transportation company, more vans, new competent dispatchers, new complaint
center, no union, better pay for drivers, better trained drivers with knowledge of connecting wheel
chairs, uniforms, cleaner vans, extension belts that work, Michelin tires, new updated gps, updated
heavy duty chair lifts, better, more prompt pick up times, pre-trip vehicles, more spare drivers, cleaner
windshields.
-I hope they produce better quality and being on time and more organized work on time
management.
-to help the people more
-pick up people on time
-more drivers and more vans
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-my ability to go to school
-the Coordinated (Human Services) need to be more respectful to the senior elders, remember U have
to get old someday too.
-at night when you are waiting two hours for a pick-up. almost every night it gets hard on people. I am
not young. I have to work but I would like to treated like I am a human and not yelled at.
-I am hoping that transportation will start coming on time, not 30 minutes early or one and a half
hours late, especially for return home trips.
-riders to go other places than medical appointments. 4 people in need.
-available emergency transport for people in wheelchairs
-better phone service for scheduling, on time pick-up for appointments
-more residents
-taking passengers to work on time, also appointments such as doctor make sure that the vans have
gas before leaving the station so that people want have to ride around and be late for work.
passengers need to make sure they are ready for pick up 5 minutes - no later
-more safe and reliable services
-that the service get better
-errand service
-always be ready on time when picking up and let transportation know if decided not to be picked up.
when it comes down to doctor appointments or any other circumstances can ask for any better
services than this to take you where you have to go.
-in getting more people help with where they need to get to. I too run a transport service of my own
(Allen’s Transport Service of Wake County) and many people tell me how we need more help for older
people.
-good.
-more transportation slots allowed per area and better ways of accessing system. When individuals
with disabilities have jobs and use this transportation service - very difficult calling every day to see is
space is available.
-improved transportation service and ease of use of services for people w/chronic illness and
disabilities for medical care.
-transportation.
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-arriving for pick up needs to be improved
-better on time appointments.
-more TRACS vehicles
-more availability of seats - more operators to take calls.
-I hope they do better on pick-up people better than they do and try to get them to a&b on time.
-satisfied customer.
-Increase available transportation
-more and better quality transportation services. services meet needs of people w/disabilities and can
be
flexible to meet needs.
-provide more vehicles to reduce the lateness a little bit
16. Please add any additional comments or concerns you have.
-not come 1 hr 30 mins early. Just a 1 hour.
-please get rid of tracs - they are always late
-pick up on the states time and not their own (TRACS)
-the Tracs drivers that’s I have ridden with are pleasant and courteous. polite
-my main concern is the time allowed for PU & DO. With so many same time and miles to travel with
not enough help.
-I’m extremely dissatisfied with services for medical transportation, i.e., appointments incorrect. I had
appointments completed and waited 4 hours to be picked up, eventually a business owner had her
son take me home. I was told from TRACS dispatch there were “no vans” in that area (Knightdale)
that’s why it is taking a long time. Need more independent companies to transport such as
Millennium or 21st Century Transportation.
-TRACS vans are overworked and late
-doing a great job
-get confused punching numbers
-more room
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 21
-they need more drivers who know where they are going actually
-I want to be picked-up on time and get home on time too but I don’t understand when they say they
are coming but no show. keep this on time.
-being on time for the appointment and picked-up after appointment
-there needs to be more buses going to Chapel Hill, the 5 AM pick-up is really tiresome and get you
there every before the office opens.
-this doesn’t apply to me
-on time pick-ups and drop-offs
-thank you for the service which you provide
-also pick you up on time and you should be able to make changes with your appointment. rides with
no problems at all. changes need to be made.
-turnover of drivers is too frequent.
-the buses and drivers are very helpful. I am satisfied with the service to the senior center.
-hopefully they will be on time and making a call to the passenger when they are going to be late. be
better at not running all the trips together. the drivers are very nice and patient. I like them a lot. Ms
Angel the dispatcher can be rude. I would like that to change.
-they need to be more timely in order to keep clients from waiting too long. it throws the whole
schedule and one day caused me to miss my Meals in Wheels lunch.
-the people that drive for the people that goes to the center a little earlier than 10:00AM
-David is a great driver.
-I hope transportation be better in the future and U have a couple of drivers that are very nice to the
passengers and some are not.
-just the long waiting at night to go home. like a 4:00pm pick-up getting home at 7:45pm. that long
that happened for a whole week. still happens.
-if the drivers are scheduled to do too many trips they are being set up for failure. maybe if the people
that do the scheduling would get out here and try to do the trips they would see what the drivers go
through. they would see that the job is impossible to do.
-getting people to appointments on time and pick up extra reaction time.
-a website to schedule trips or trip schedule
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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-I wish they would be on time.
-some of the drivers are very nice.
-sometimes I’ve had to ride to take other passengers to doctor appointments but when things happen
such as getting picked up and hour early have to wait until they are ready to go, then sometimes have
to get gas which should have been done before the next shift. I have patience but sometimes like to
be at work early unless somebody has to go to dialysis.
-Well to tell you the truth you need to get people where they need to be on time all the time. you are
too slow in your getting around and too many stops to make. you are good in one way and bad in
other. you can call on me if need be and I can help out with my van. just call on me, Mr. Thomas
Wayne Allen in Zebulon, NC 27597. 919-610-3285.
-concerned about amount of time individuals are on the van at a time.
-long waiting periods for transportation are difficult for people who are ill.
-I have a client who sits for 1-2 ½ hours waiting to be picked up and she is in a wheelchair.
-please help - we need U.
-that when you call in the morning to make trip for the next day if you don’t get call in at 7am at 7am
they already fill up. so you think you should have another phone line where get your call in because
that phone stay busy.
-my concern is I all right at 7am and for 20 or 30 mins. I cannot get through and when I get through is
no more seats.
-they are doing good.
-we thank you for the help and the effort.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Local Coordinated Plan Workshop
Two Local Coordinated Plan Workshops were convened on Wednesday, May 29, 2013, at Wake
County Commons Building with thirteen members of the public including representatives from:
public, private and non-profit transportation providers and planning organizations; state, regional and
local human service agency representatives whose clients include older adults, individuals with
disabilities or low-wealth; and others. Workshop flyers were posted in WCTS/TRACS vans and
distributed to agencies and programs, and an advertisement was placed in the local section of the
News and Observer. The outreach efforts, list of workshop participants and the agenda are included
in the Appendix.
After a brief description of the purpose and proceedings of the workshop, participants introduced
themselves and their affiliations. Transportation services available and presently provided were briefly
described to the participants. Small groups then worked at tables to develop a list of human service
transportation needs and the strategies to meet those needs. Each group reported out their findings
which were then included in a single list. All participants received four votes (sticky dots) to adhere
next to each strategy to indicate its importance or priority for future funding. The list of these
prioritized needs and strategies is below. The number of votes (dots) that each item received is
included in parentheses after the item. Some of the items may be a sub-set of another item but it was
included separately to clarify its significance.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Wake County Coordinated Human Services/Public Transportation Plan
Public Workshop
29-May-13
Group Activity Worksheet
In this exercise, you will be asked to help with the Wake Coordinated Transportation Services (WCTS) plan update by working in
groups to identify gaps in mobility and suggest strategies to meet existing needs. When identifying existing obstacles and unmet
needs, it helps to first consider the specific mobility obstacles related to aging, disability, job training, health care, and services to
low-income persons.
In order to aid you in your discussion of unmet needs, six methods of evaluating a public transportation system are provided below.
For each category provided, list any related unmet needs or improvements which could be made to improve WCTS’s public
transportation system. At least one answer has been filled in for each category, based upon prevalent responses received at
previous rounds of public input.
RANKINGS
AM
Workshop
4
4,3
4
4,4,4,4
4,4,4,3
3,2
4,3
4,4,4
3
4
4,2,2,2,1
4,4,4,3
RANKINGS
PM Workshop Service Coordination (how different components [vendors, agencies, etc.] interact with one another to create a comprehensive
transportation system)
2
1. Extend emergency ride home services to riders of all systems
0
2. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.)
4,4,4
3. Phone Inaccessibility to reserve service
3
4. Not enough trips General public)
4
5 Not enough money for trips (general public)
4,3
6. Need for advanced reservations for TRACS (general public)
7. Target areas for transportation compaines
8. On call person
9. Coordinated system to respond to no-shows late in day
10. Coordinate with faith based communities
11. Improve real time route information to sav costs ande reduce "criss-cross"
Service Availability (days, times, locations, etc.)
3,2
1. Daily services should be expanded to many areas outside of Raleigh
4,2
2. Improve access to employment centers and adult education within county and outlying counties
4,2
3. Improved access to senior centers
4,4
4. Improved access for dialysis and chemotherapy
4,3
5. Increase services inside Raleigh
6. Visually impaired need door to door assistance because first time going to certain areas
7. Weekend service (specifically Sunday)
8. Extended service hours
Marketing & Information Coordination (Information exchange to the public, and between and within agencies)
4,3
4,2,2
1,1
2
4,3
4,4
4,4,3
3
3,3,2
1. Single customer information call center for all transportation options
2. Consistent travel training across system
3. Increase opportunities for public input
4. Include mailings in utility bills w/transportation education
3
5. Improve website and include detailed information on routes
3
6. Improve information on TRACS service zones (general public)/common sense in route mapping
7. Improve description of system eligibility requirements
4,4,3,3
8. FAQ for TRACS; Handbook for Clients
4,3,3,3,3
9. Need for updated information on system and clients
4,3,3
10. Use or more regular use of Public Service Announcements
4,3
11. More use of low tech for less computer savvy
Fare Payment Coordination (total cost, fixed rate vs. variable rate, method of payment, etc.)
4,3
1,1
1. Universal fare card that works on all services
4,2
4,3
2. Discounted passes for fixed-route services to non-profits serving target populations
4,4
3. Keep fares low
3,3,3
4. Provide method of pay One-time fee for multiple trips
4,3,3
5. Offer advance or monthly billing option
4,4,3,3,3,3
6. Flexibility in passes (tracking trips/use vs days) (ex: 30 day pass)
Service Quality (any features which affect the quality of a user’s experience with available services)
3,3
3,2,2
1. Travel time on transit is too long
3,3,
2. Increase & improve bus shelters
4,2
3. Increase number of travel training professionals to assist with specific route travel and special needs
3
4. Insure accountability of contractors/vendors
4,3,2
4,4,4
5. Reduce wait time
4,4,4
6. Increase number of vans
4,3
7. Enhanced Reservation Coordination for clients and vendors
3
8. More out of county options
4,4,4,4
9. Driver sensitivity training
4,3
10. Lifts and other equipment function properly
Service Eligibility (basic requirements for groups and individuals to receive service)
0
1,2
1. Many customers in need have difficulty meeting criteria for service/trip, such as advanced notice requirements
4,4,3,3
2. Need for temporary eligiblity
4,3,2
3. Reduced eligiblity determination time
4,2,2
4. Many customers in need have difficulty meeting criteria for service/trips such as advanced notice requirements
Other (any unmet need or improvements which do not fit into those categories provided)
Rankings: 4= Very Important; 3= Medium Importance; 2= Somewhat Important; 1= Not Important
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Summary
Upon approval and acceptance of this document by the Wake County Transportation Advisory Board
and the Wake County Board of County Commissioners, and acceptance by the NCDOT PTD, the plan
will serve as the required supporting documentation for current and future requests by any eligible
entity within Wake County for federal transportation funding through the 5310, JARC and New
Freedom programs. The scope of projects funded through these programs must be included in such a
local coordinated plan. The selection of particular projects for grant applications will be determined by
individual organizations. Wake Coordinated Transportation Service (WCTS/TRACS) has submitted a
5310 grant application to the NCDOT PTD for a Mobility Management position and for operating
assistance. This application for funding will assist with fulfilling the needs identified in the original
Locally Coordinated Plan, as well as in this updated document. The highest ranked priorities included
easier to access services that help fill gaps in rural and underserved areas for the elderly and disabled.
Additional applications may be submitted in future years by Wake County Coordinated Transportation
as well as other organizations.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Appendix
Targeted Transit Assistance Program – NCDOT/PTD
Workshop Invitation
Workshop Flyer
Workshop Newspaper Advertisement
Workshop Agenda
List of Workshop Participants
List of Other Transportation Providers in Wake County
Glossary of Terms
Survey Responses Charted
Original Prioritizations
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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North Carolina Department of Transportation/Public Transportation Division
Targeted Transit Assistance Program (TTAP)
The TTAP is a program that consists of three (3) grants such as; Elderly Individuals and
Individuals with Disabilities (5310), Job Access and Reverse Commute (5316), and New
Freedom (5317).
Goal: (5310) – To improve mobility for elderly individuals and individuals with disabilities
throughout the country.
Purpose: (5310) - To provide transportation services planned, designed and carried out to
meet the special transportation needs of elderly individuals and individuals
with
disabilities.
Targeted Groups:
Elderly – At a minimum, persons 65 years of age or older – Grantees may use a definition
that extends eligibility for service to younger persons, 60 and over.
Individuals w/ a Disability – Individuals who, because of illness, injury, age, congenital
malfunction, or other incapacity or temporary or permanent disability cannot use
effectively, without special facilities, planning or design a public transportation service or
facility.
Eligibility certification is required
Eligible Sub-recipients –





Private non-profit organizations
Eligible governmental authorities are limited to:
Local government
Local governments and transit authorities located in urbanized areas that
have been designated by the MPO (Metro Planning Organization) to receive Section
5307 funds.
Area Agencies on Aging, local aging programs operated by governmental
authorities as well as Rural Planning Organizations operated by Council of
Governments.
Matching Requirements-
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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

Capital – The federal share of eligible capital costs may not exceed 80 percent of the
net cost.
Operating Projects – The federal share of the eligible operating costs may not exceed
50 percent of the total net operating costs.
Goal: (5316) – To improve access to transportation services to employment and
employment-related activities for welfare recipients and eligible low-income individuals,
and to transport residents of urbanized areas and rural areas to suburban employment
opportunities.
Purpose: (5316) - To provide transportation services planned, designed and carried out to
meet the transportation needs of eligible low-income individuals and
reverse
commuters regardless of income.
Targeted Groups:
Welfare Recipient – Refers to an individual who has received assistance under a state or
tribal program funded under part A of Title IV of the Social Security Act at any
time
during the three year period before the date on which the applicant applies for a grant.
Low-income Individual: Refers to an individual whose family income is at or below 150
percent of the poverty line for a family of the size involved.
Eligibility certification is required
Eligible Sub-recipients –



Private non-profit organizations
State and Local governmental authorities including human service agencies
Operators of public transportation, including private operators of public
transportation
Matching Requirements

Capital & Planning Projects – The federal share of eligible capital costs may not
exceed 80 percent of the net cost.
Operating Projects – The federal share of the eligible operating costs may not exceed
50 percent of the total net operating costs.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Goal: (5317) – To provide additional tools to overcome existing barriers facing persons with
disabilities seeking integration into the work force and full participation in society.
Purpose: (5317) - To reduce barriers to transportation services and expand the
transportation mobility options available to persons with disabilities beyond the
requirements of the ADA of 1990.
Eligible Sub-recipients –



Private non-profit organizations
State and Local governmental authorities including human service agencies
Operators of public transportation, including private operators of public
transportation
Matching Requirements

Capital – The federal share of eligible capital costs may not exceed 80 percent of the
net cost.
Operating Projects – The federal share of the eligible operating costs may not exceed
50 percent of the total net operating costs.
Requirements for systems to apply for these funds, projects must be derived
from a Locally Coordinated Public Transit-Human Service Transportation Plan.
Without this you will be ineligible to apply for the TTAP Funding.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Wake Coordinated Transportation Services (WCTS)
Locally Coordinated Human Services/Public Transportation Plan
Public Workshop
WCTS is hosting a public workshop to:
 identify the transportation needs of individuals with disabilities, older adults, and people with
low incomes based on personal and professional experiences,
 provide strategies for meeting the local needs, and
 set priorities based on time, resources, and feasibility for implementation.
The workshop findings will be developed into the Wake County Coordinated Human Services/Public
Transportation Plan. This plan is a required element of County applications for certain federal and
state transportation grant programs.
Date: Wednesday, May 29, 2013
Time: 9:00 a.m. – 11:00 a.m.; and 1 p.m. – 3:300p.m.
Place: Wake County Commons
4011 Carya Drive
Raleigh, NC 27610
Attached is a survey for you to provide input regarding human services transportation needs. Please
submit completed surveys and request additional information from Don Willis at Wake County Human
Services at donwillis@wakegov.com (919)2 50-3829.
Please email donwillis@wakegov.com by end of Business on Monday May 27, 2013 if you plan to
attend so that we may plan accordingly.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Wake County Coordinated Human Services/Public Transportation Plan
Public Workshop
The public is invited to attend a workshop to: identify the transportation needs of individuals with
disabilities, veterans, older adults, and people with low incomes; provide strategies for meeting the
local needs; and set priorities based on time, resources, and feasibility for implementation.
Date: Wednesday, May 29, 2013
Time: 9 – 11am; and 1-3pm
Place: Wake County Commons
4011 Carya Drive
Raleigh, NC 27620
The workshop findings will be developed into the Wake County Coordinated Human Services/Public
Transportation Plan. This plan is a required element of County applications for certain federal and
state transportation grant programs.
The workshop is being hosted by Wake Coordinated Transportation Service (WCTS) at the Wake
County Commons. For additional information and to confirm attendance, contact Don Willis at Wake
County Human Services at Donwillis@wakegov.com or at (919) 250-3829.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Local Coordinated Human Service/Public Transportation Plan Workshop
Wake County Commons
Wednesday, May29, 2013
9 – 11am; and 1-3pm
Agenda
Registration & Survey
5 Minutes
Welcome and Workshop Purpose
Don Willis, Transportation Manager, Wake County Human Services
5 Minutes
Workshop Format and Ground Rules
Don Willis
5 Minutes
Introduction of Participants
Don Willis and Participants
5 Minutes
Overview of Federal Grant Programs
Tamra Shaw, Mobility Development Specialist, NC Department of Transportation
10 Minutes
Inventory of Current Transportation Services
Ray Woodall, Transportation Providers
20 Minutes
Identify Current Demographics
Sharon Peterson and Staff, Gallery Walk
20 Minutes
Identify Transportation Needs and Strategies
David Bergmark, Group Activity
20 Minutes
Break
10 Minutes
Determine Priority Needs
Don Willis, Group Dot Exercise
15 minutes
Wrap Up and Next Steps
Don Willis
5 Minutes
Coordinated Human Services/Public Transportation Plan: A locally developed plan for coordinating local public
transportation and human service agency transportation services that aims to maximize the program’s collective
coverage by minimizing duplication of services. Under federal transportation law, any public agency applying for
funding under Sections 5310, 5316, or 5317 must show that the project is derived from a locally developed plan
developed through a process that consists of representatives of public, private, and non-profit transportation
and human services providers with participation by the public. The purpose of today’s workshop is to identify
the transportation needs of individuals with disabilities, veterans, older adults, and people with low incomes,
provide strategies for meeting those local needs, and prioritize transportation services for funding and
implementation. The proceedings of today’s workshop will become the foundation for the local plan.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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WORKSHOP LIST OF ATTENDEES
Deborah Breedlove
Garner, NC
919 772 9604
Mary Flanagan
maryf@infionline.net
Nedra Nlewedim
919 632 6020
Nancy Ormandy
919 212 7773
William Smith
Garner, NC
919 661 2504
Gerri Smith
Holly Springs
919 610 4818
Carlton Watson
Raleigh, NC
919 896 8437
Fred Fontana
Cary, NC
919 306 5301
Cooper Hancock
Wake Forest, NC
919 562 7140
Yabesh Basweti
Apex, NC
919 519 0692
Dave Lethagi
Raleigh, NC
919 601 0011
Anita Davis
Raleigh, NC
919 212 7360
Julie Keeley
Cary, NC
919 460 0567
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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List of Other Providers in Wake County
A Active Taxi
A Airport Access Taxi
A Cab Company
A Discount RDU Taxi
A Wild Horse Taxi
AA Airport Access Taxi Service
AAA Ambassador Taxi
AABA Taxi Service
AABA Taxi&Transportation
Aaron's Taxi
AAZAH Taxi Service
Accurate Cab Inc
Acme Cab Company
Airport&Area Taxi Inc
Airport Straight Taxi
Airport Taxi
American Cab Company
Amigo Taxi
Apple Cab Company
Apple Transport&Taxi Service
Associated Cab Co&Transportation
Avenue Taxi&Limo
Cardinal Cab Inc
Carolina Airport Transit
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Chavis Transportation
Circle Taxi
Citizen Airpot Taxi
City Taxi Company
Classic Taxi
Clayton Taxi
Community Cab&Wheelchair Service
Crown Cab Company
Deluxe Cab Company
El Expresso Taxi
Excel Taxi Inc
Executive Express Taxi
Express Taxi
Garner Taxi Company Inc
Gateway Taxi&Transportation
King Richard Transportation
Leisure Cab&Transportation
Merit Taxi Inc
NC Taxi
Omega Transportation
RdU Airport Taxi
Rapid Airport Taxi Service
RDC Taxi
RDU Airport Taxi
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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RDU Airport Taxi Company Inc
RDU Taxi
RDU Taxi Service
Safari Taxi
Safety Taxi Company
Safeway Transit Inc
Thomas Transportation
21st Century Transportation
U S Taxi
Union Cab
Yellow Cab Inc
Yellow Taxi
AA&D Transportation
A1 All American Transportation Services
Crystal Transportation Services
Curtis Robinson Enterprises
Drew Transportation
Lucas Transportation
Millennium Transportation
MV Transit
P&T Transportation Services
Reese's Transportation
Response Transportation
Tri-Star Medical Transport
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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White Glove Private Transportation
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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Glossary1
The following glossary provides definitions of public transportation-related terms, phrases and
acronyms used throughout this report.
Carpool – An arrangement by which two or more people share the use and cost of privately owned
automobiles in traveling to and from pre-arranged destinations together. Generally, carpooling
agreements are not arranged by contract, whereas vanpool and buspool agreements are contractually
binding.
Community Transportation – The efficient and effective utilization of all available resources in the
provision of safe and reliable public transportation services for all citizens. 2
Commuter Bus Service – Fixed-route bus characterized by service predominantly in one direction
during peak
periods, limited stops, use of multi-ride tickets and routes of extended length, usually between the
central business district and outlying suburbs. Commuter bus service also may include other service,
characterized by a limited route structure, limited stops and a coordinated relationship with another
mode of transportation.
Coordination – A technique for better resource management, in which improved organization
strategies are applied to achieve greater cost-effectiveness in service delivery. Coordination of
transportation services is best seen as a process on which two or more organizations interact to jointly
accomplish their transportation objectives. 2
Dial-a-ride – Another name for "demand responsive."
Demand Responsive – 1. Non-fixed-route service utilizing vans or buses with passengers boarding
and alighting at pre-arranged times at any location within the system's service area. Also called "dial-aride." 2. Passenger cars, vans or motor buses operating in response to calls from passengers or their
agents to the transit operator, who then dispatches a vehicle to pick up the passengers and transport
them to their destinations. A demand-response operation is characterized by the following: firstly, the
vehicles do not operate over a fixed route or on a fixed schedule except, perhaps, on a temporary basis
to satisfy a specific need; and secondly, the vehicle typically may be dispatched to pick up several
passengers at different pick-up points before taking them to their respective destinations and may even
be interrupted en route to these destinations to pick up other passengers. 3. Personal transit service
operated on roadways to provide service on demand. Vehicles normally are dispatched and used
exclusively for this service.
Fare – The required payment for a ride on a public transportation vehicle. It must be paid by an
acceptable means, for example, using cash, token, ticket, transfer, farecard, voucher, pass or user's fee.
Fixed Route – Service provided on a repetitive, fixed-schedule basis along a specific route with
vehicles stopping to pick up and deliver passengers to specific locations; each fixed-route trip serves
the same origins and destinations, unlike demand-response and taxicab services.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Human Service Transportation System – Transportation systems which provide service exclusively
to clients of human-service agencies. In North Carolina, there are three types of human-service transit
systems: 1) those that are consolidated and provide their own services; 2) those that are consolidated
and contract for transportation services; and 3) those that are coordinated.
Intercity Bus Transportation – Establishments primarily engaged in furnishing bus transportation,
over regular routes and on regular schedules, the operations of which are principally outside a single
municipality and its suburban areas.
Paratransit – Comparable transportation service required by the Americans with Disabilities Act for
people with
disabilities who are unable to use fixed-route transportation systems.
Passenger Trips – Number of passengers who board operational revenue vehicles. Passengers are
counted each time they board vehicles no matter how many vehicles they use to travel from their origin
to their destination. Trips are counted regardless of whether an individual fare is collected for each leg
of travel. It includes passenger trips on volunteer, other CT system, and other provider vehicles."
Public Transit – 1. (Or public transportation) Passenger transportation services, local, metropolitan or
regional in scope, that are available to any person who pays a prescribed fare. 2. Transportation by bus,
rail or other conveyance, either publicly or privately owned, which is provided to the public or
specialty service on a regular and continuing basis. Also known as "mass transit," "mass
transportation," "public transportation" and "transit."
Public Transit Agency – A public entity responsible for administering and managing transit activities
and services. Public transit agencies can directly operate transit service or contract out for all or part of
the total transit service provided.
Public Transit System – An organization that provides transportation services owned, operated or
subsidized by any municipality, county, regional authority, state or other governmental agency,
including those operated or managed by a private management firm under contract to the government
agency owner.
Ridership – 1. The number of rides taken by people using a public transportation system during a
given time period. 2. Refers to the number of people using a particular transit system on a regular
basis.
Rural – 1. Usually refers to areas with populations less than 5,000. 2. Areas outside the limits of any
incorporated or unincorporated city, town, village, hamlet or any other designated residential or
commercial area such as a subdivision, business or shopping center or community development. 3.
Includes all areas of a state that are outside the Federal Highway Administration approved and adjusted
census boundaries of small urban and urbanized areas.
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
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Rural General Public Transit System – Transit systems in rural areas (areas with less than
5,000 population) that provide transportation services to clients of human-service agencies
and the general public. Federal Section 18 funds are used to assist in the administration and
operating expenses of these systems.
Subscription Bus – A commuter bus express service operated for a guaranteed number of
patrons from a given area on a prepaid, reserved basis.
Subscription Service – Any public transportation service operated for a guaranteed number
of patrons on a prepaid, reserved basis.
Transit (or Public Transit) – Another name for "public transportation," generally used in
contexts that do not include carpools or vanpools.
Transit System – An organization (public or private) providing local or regional multioccupancy-vehicle passenger services. Organizations that provide services under contract to
another agency generally are not counted a separate system from the contracting agency.
Urban – 1. Usually refers to areas with populations of 5,000 or more. 2. Describes any area
that includes a municipality or other built-up place which is appropriate in the judgment of
the U.S. Secretary of Transportation, for a public transportation system to serve commuters
or others in the locality taking into consideration the local patterns and trends of urban
growth.
Vanpool – 1. A voluntary commuter ridesharing arrangement, using vans with a seating
capacity greater than seven persons (including the driver) or buses, which provides
transportation to a group of people traveling directly from their homes (or a pre-arranged
meeting place, such as a park-and-ride lot) to their regular places of work within the same
geographical area, and in which the commuter/driver does not receive compensation beyond
reimbursement for his or her costs of providing the service. 2. An arrangement in which a
group of passengers share the use and cost of a van in traveling to and from pre-arranged
destinations together. 3. Vans and/or Class C motor buses operating as a voluntary commuter
ride-sharing arrangement, which provides transportation to a group of individuals traveling
directly between their homes (or a prearranged meeting place, such as a park-and-ride lot)
and their regular places of work within the same geographical area. The vans should have a
seating capacity greater than seven people, including the driver. 4. A public-sponsored
commuter service operating under prearranged schedules for previously formed groups of
riders in eight to 18-seat vehicles. Drivers also are commuters who may receive little or no
compensation besides free transportation and use of the vehicle during "off" hours.
Generally, carpooling agreements are not arranged by contract, whereas vanpool and buspool
agreements are contractually binding.
Vehicles in Total Fleet – All revenue vehicles held at the end of the fiscal year, including
those in storage, emergency contingency and awaiting sale.
Wheelchair-Accessible Vehicle – A vehicle that a person using a wheelchair may enter
either via an on-board
retractable lift or ramp; or directly from a station platform that is accessible by elevator or a
ramp that is either level with the vehicle floor or can be raised to floor level.
1 - http://www.ncdot.gov/projects/kinstonbypass/download/glossary.pdf
2 - TCRP Report 101 Toolkit for Rural Community Coordinated Transportation Services
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be more capped or fare free demand-response transportation throughout Wake
County for residents with disabilities, older adults, and people with low incomes.
Response
Percent
84.0%
12.0%
3.0%
1.0%
Answer Options
4 very important
3 medium importance
2 a little important
1 not important
Response Count
117
16
4
1
answered question
skipped question
138
3
There needs to be more capped or fare free demand-response
transportation throughout Wake County for residents with disabilities, older
adults, and people with low incomes.
1%
12%
3%
4 very important
3 medium importance
2 a little important
1 not important
84%
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be more demand-response service available to residents who are transportation disadvantaged.
Answer Options
Response Percent
Response Count
83.0%
115
11.0%
15
5.0%
2.0%
7
2
4 very important
3 medium
importance
2 a little important
1 not important
answered question
skipped question
139
2
There needs to be more demand-response service available to residents who are
transportation -disadvantaged.
2%
5%
11%
4 very important
3 medium importance
2 a little important
1 not important
83%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 44
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be extended service hours.
Answer Options
Response Percent
Response Count
69.0%
22.0%
9.0%
0.0%
97
32
12
0
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
141
0
There needs to be extended service hours.
0%
9%
4 very important
69%
3 medium importance
2 a little important
22%
1 not important
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 45
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be more service for employment type trips.
Answer Options
4 very important
3 medium importance
2 a little important
1 not important
Response Percent
Response Count
72.0%
17.0%
7.0%
4.0%
100
25
9
5
answered question
skipped question
139
2
There needs to be more service for employment type trips.
4%
7%
4 very important
72%
3 medium importance
2 a little important
1 not important
17%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 46
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be more weekend and night service.
Answer Options
Response Percent
Response Count
62.0%
26.0%
10.0%
2.0%
83
36
13
3
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
135
6
There needs to be more weekend and night service.
2%
10%
62%
4 very important
3 medium importance
2 a little important
1 not important
26%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 47
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be more service to fill gaps in rural and underserved areas outside the urban
area.
Answer Options
Response Percent
Response Count
75.0%
18.0%
5.0%
2.0%
105
25
7
3
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
140
1
There needs to be more service to fill gaps in rural and underserved
areas outside the urban area.
2%
5%
18%
4 very important
3 medium importance
2 a little important
1 not important
75%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 48
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There needs to be transportation for residents who live in the urban areas but must travel to
destinations outside of the urban area and where buses do not travel.
Answer Options
4 very important
3 medium importance
2 a little important
1 not important
Response Percent
Response Count
74.0%
21.0%
3.0%
2.0%
104
28
4
2
answered question
skipped question
138
3
There needs to be transportation for residents who live in the urban areas
but must travel to destinations outside of the urban area and where buses
do not travel.
2%
3%
4 very important
21%
3 medium importance
2 a little important
74%
1 not important
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 49
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need for more trips to other counties and cities.
Answer Options
Response Percent
Response Count
54.0%
32.0%
12.0%
2.0%
74
44
15
3
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
136
5
There is a need for more trips to other counties and cities.
2%
12%
54%
4 very important
3 medium importance
2 a little important
1 not important
32%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 50
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need for more door to door service for older adults and persons with disabilities.
Answer Options
Response Percent
Response Count
81.0%
15.0%
2.0%
2.0%
112
19
4
2
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
137
4
There is a need for more door to door service for older adults and
persons with disabilities.
2%
2%
15%
4 very important
3 medium importance
2 a little important
1 not important
81%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 51
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need for transportation in which an assistant is provided to travel with a passenger.
Answer Options
Response Percent
Response Count
62.0%
28.0%
9.0%
1.0%
84
37
11
2
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
135
6
There is a need for transportation in which an assistant is provided to
travel with a passenger.
1%
9%
62%
4 very important
3 medium importance
2 a little important
1 not important
28%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 52
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
Transportation should be convenient and easy to access.
Answer Options
Response Percent
Response Count
87.0%
11.0%
2.0%
0.0%
120
14
3
0
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
137
4
Transportation should be convenient and easy to access.
11%
2%
0%
4 very important
3 medium importance
2 a little important
1 not important
87%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 53
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need for education on available services, programs and eligibility requirements.
Answer Options
4 very important
3 medium importance
2 a little important
1 not important
Response Percent
Response Count
65.0%
26.0%
8.0%
1.0%
89
34
10
2
answered question
skipped question
135
6
There is a need for education on available services, programs and
eligibility requirements.
1%
8%
26%
4 very important
3 medium importance
2 a little important
1 not important
65%
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 54
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need for more advertising of transportation services to persons with a disability or
low income, older adults and general public.
Answer Options
Response Percent
Response Count
69.0%
26.0%
4.0%
1.0%
92
33
6
1
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
132
9
There is a need for more advertising of transportation services to
persons with a disability or low income, older adults and general public.
1%
4%
4 very important
3 medium importance
69%
26%
2 a little important
1 not important
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 55
Wake Coordinated Transportation Service (WCTS) Human Services/Public
Transportation Plan Community Survey - Spring 2013
There is a need to allow users to make reservations for service after business hours.
Answer Options
Response Percent
Response Count
68.0%
24.0%
7.0%
1.0%
93
34
9
1
4 very important
3 medium importance
2 a little important
1 not important
answered question
skipped question
137
4
There is a need to allow users to make reservations for service after
business hours.
1%
7%
4 very important
3 medium importance
68%
24%
2 a little important
1 not important
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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May 2013
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Incorporated Original Prioritized Goals & Strategies
Red dots (highest
priority)
Blue dots
Total
1. Reduce transfer wait times
3
2
5
2. Reduce the numbers of trips that require transfers between services
2
2
4
3. Coordinate frequency of service in corridors served by multiple agencies
3
1
4
4. Coordinate transfers between demand-responsive services and fixed-route services
3
1
4
5. Centralized dispatching of community transportation and ADA paratransit services
0
0
0
6. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.)
6
2
8
7. Extend emergency ride home services to riders of all systems
6
4
10
8. Coordination with school system for using equipment during mid-day and evenings
0
2
2
9. Coordinate services with and among volunteer and faith-based transportation providers
1
1
2
10. Evenings and late-night service
5
2
7
11. Mid-day service
1
0
1
12. Weekend and holiday service
4
1
5
13. Demand response service (public or private) in outlying areas
8
5
13
14. Access to and within major shopping centers for the elderly.
1
0
1
19
3
22
16. Services providing access to childcare facilities for low-income workers
3
10
13
17. There is a lack of public transportation to and from the airport (including Sunday service)
0
3
3
18. Transit and paratransit should be city-wide in Raleigh
4
0
4
19. Access to local services within small towns and rural areas (e.g. grocery stores)
3
1
4
20. Improve access to employment centers and adult education within county and to outlying counties
6
10
16
12
4
16
22. Single website expanded to include all transportation resources
1
1
2
23. Consistent travel training across system
3
6
9
24. Consistent training for drivers of special needs population
3
2
5
25. Consumer education on transportation options available
2
3
5
26. Comprehensive accessible (e.g. Spanish-language and large-print) and easy-to-understand transit information materials
2
3
5
27. Coordinated placement of transportation information materials at more locations
0
2
2
Need
Service Coordination
Service Availability
15. Daily services should be expanded to many areas outside of Raleigh (including Morrisville, southern Wake, and eastern
Wake, and surrounding counties)
Marketing & Information Coordination
21. Single customer information call center for all transportation options
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 71
28. Regional directory of all public and private transportation providers.
0
2
2
29. More information and training provided to case managers, job coaches, medical staff, and other service
providers
3
3
6
30. Better communication of service availability to new and/or transplanted users
2
2
4
31. All regional partners need to work together in changing the negative perception of bus transit/bus
dependent population and making transit a choice of preference for more residents
3
2
5
32. Provide incentives for ridesharing and transit
2
7
9
33. A system to coordinate numerous transportation providers, such as a brokerage
0
0
0
34. “Capped” or free transportation for elderly
0
1
1
35. Discounts for companions accompanying elderly or special needs riders
0
2
2
36. Simplified payment options for the customer
0
0
0
37. Wider variety of payment options
0
0
0
38. Universal fare card that works on all services
5
3
8
39. Discounted passes for fixed-route services to non-profits serving target populations
4
4
8
40. Private transportation services are too expensive for many
0
0
0
41. Better, more comfortable amenities at bus stops
0
0
0
42. Alternative fuels used by buses and vans
0
1
1
43. Improving system safety and perception of safety
0
2
2
44. Travel time on transit is too long
6
4
10
45. Wait time for return trips on demand response systems is too long
1
1
2
46. Many customers in need have difficulty meeting criteria for service/trip, including advanced notice
requirements.
4
1
5
47. Eligible customers in need of transportation should be issued a temporary paratransit permit during
application review.
0
4
4
48. Many cannot come into office to enroll in programs or purchase tickets
1
5
6
49. Communicate to economic development staffs, planners about transportation availability in planned
developments
1
3
4
50. More input from customers, human services agencies, and transit agencies on regional transportation
needs and funding
1
5
6
51. More input should be solicited from outlying communities (esp. those with few transportation options)
6
4
10
Fare Payment Coordination
Service Quality
Service Eligibility
Community Involvement
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 72
Need
15. Daily services should be expanded to many areas outside of Raleigh (including Morrisville, southern
Wake, and eastern Wake, and surrounding counties)
20. Improve access to employment centers and adult education within county and to outlying counties
21. Single customer information call center for all transportation options
Red dots (highest
priority)
Blue dots
Total
19
3
22
6
10
16
12
4
16
13. Demand response service (public or private) in outlying areas
8
5
13
16. Services providing access to childcare facilities for low-income workers
3
10
13
7. Extend emergency ride home services to riders of all systems
6
4
10
44. Travel time on transit is too long
6
4
10
51. More input should be solicited from outlying communities (esp. those with few transportation options)
6
4
10
23. Consistent travel training across system
3
6
9
32. Provide incentives for ridesharing and transit
2
7
9
6. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.)
6
2
8
38. Universal fare card that works on all services
5
3
8
39. Discounted passes for fixed-route services to non-profits serving target populations
4
4
8
10. Evenings and late-night service
5
2
7
29. More information and training provided to case managers, job coaches, medical staff, and other service
providers
3
3
6
48. Many cannot come into office to enroll in programs or purchase tickets
1
5
6
50. More input from customers, human services agencies, and transit agencies on regional transportation
needs and funding
1
5
6
1. Reduce transfer wait times
3
2
5
12. Weekend and holiday service
4
1
5
24. Consistent training for drivers of special needs population
3
2
5
25. Consumer education on transportation options available
2
3
5
26. Comprehensive accessible (e.g. Spanish-language and large-print) and easy-to-understand transit
information materials
2
3
5
31. All regional partners need to work together in changing the negative perception of bus transit/bus
dependent population and making transit a choice of preference for more residents
3
2
5
46. Many customers in need have difficulty meeting criteria for service/trip, including advanced notice
requirements.
4
1
5
2. Reduce the numbers of trips that require transfers between services
2
2
4
3. Coordinate frequency of service in corridors served by multiple agencies
3
1
4
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 73
4. Coordinate transfers between demand-responsive services and fixed-route services
3
1
4
18. Transit and paratransit should be city-wide in Raleigh
4
0
4
19. Access to local services within small towns and rural areas (e.g. grocery stores)
3
1
4
30. Better communication of service availability to new and/or transplanted users
2
2
4
47. Eligible customers in need of transportation should be issued a temporary paratransit permit during
application review.
0
4
4
49. Communicate to economic development staffs, planners about transportation availability in planned
developments
1
3
4
17. There is a lack of public transportation to and from the airport (including Sunday service)
0
3
3
8. Coordination with school system for using equipment during mid-day and evenings
0
2
2
9. Coordinate services with and among volunteer and faith-based transportation providers
1
1
2
22. Single website expanded to include all transportation resources
1
1
2
27. Coordinated placement of transportation information materials at more locations
0
2
2
28. Regional directory of all public and private transportation providers.
0
2
2
35. Discounts for companions accompanying elderly or special needs riders
0
2
2
43. Improving system safety and perception of safety
0
2
2
45. Wait time for return trips on demand response systems is too long
1
1
2
11. Mid-day service
1
0
1
14. Access to and within major shopping centers for the elderly.
1
0
1
34. “Capped” or free transportation for elderly
0
1
1
42. Alternative fuels used by buses and vans
0
1
1
5. Centralized dispatching of community transportation and ADA paratransit services
0
0
0
33. A system to coordinate numerous transportation providers, such as a brokerage
0
0
0
36. Simplified payment options for the customer
0
0
0
37. Wider variety of payment options
0
0
0
40. Private transportation services are too expensive for many
0
0
0
41. Better, more comfortable amenities at bus stops
0
0
0
Service Coordination
Service Availability
Marketing & Information Coordination
Fare Payment Coordination
Service Quality
Service Eligibility
Community Involvement
Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation Plan
May 2013
Page 74