Chicago ADA Paratransit July 1 Start: Pace Ready, Waiting and Watching; What Riders Need to Know

ARLINGTON HEIGHTS, Ill.--June 27, 2006--The buzz of activity at Pace's suburban headquarters and new downtown offices shows no signs of stopping, but Pace officials say they're ready to take on the first completely regional ADA paratransit system on July 1. On that date Pace becomes responsible for service for persons with disabilities in the City of Chicago. The agency already operates this type of service in suburban Cook County and the collar counties of Kane, Will, DuPage, Lake and McHenry, making about 5 million trips a year.

With a list of tasks such as vehicle inspections, public meetings, staffing, establishing a city command center, and developing procedures completed, Pace Executive Director T.J. Ross is still being realistic. Ross cautions that the Fourth of July holiday weekend puts unusual demands on transit, so "we'll be monitoring things closely. A great contingent of operations staff is going to be on hand at all of the carrier sites and popular destinations like the Taste of Chicago." Ross added that riders shouldn't hesitate to approach Pace supervisors. They'll be there to react and get things back on schedule or provide rides if needed.

Melinda Metzger, Pace Deputy Executive Director, Revenue Services oversees all of Pace's on street operations. Based on public comments, she's making customer service a priority. Metzger says she's pleased to see the carriers have stepped up already and that on July 1 "We expect our customers to have clean vehicles and our drivers to have badges and be in uniform." Employees answering phones are going to be providing their names and adding Pace before stating the carrier name.

One of Pace's first improvements is the addition of voice loggers to record phone conversations. It's a means of assuring quality customer service. Later Pace hopes to put more innovations - centralized dispatching, computerized scheduling, and card technology for the taxi cab program - in place so that the City ADA service is in line with Pace systems elsewhere. Talking about immediate and long range plans, Pace Chairman John Case added that an ADA advisory committee is going to be utilized in the City, as it has been in the suburbs, to improve service. "Our commitment to involving our customers in an open planning process applies wherever we operate service." Case said. "Our success is dependent on the help and advice of our customers."

Anyone who has used ADA Paratransit Service in the city during the past year should receive a packet that includes an overview of the transition, a Paratransit Service Customer Guide and detailed information on where to buy fare media, the Taxi Access Program (TAP) and Mobility Direct Program. Anyone who has not received the packet, or is a family member, new rider or interested party, can obtain this packet by calling Pace Customer Relations at 847-364-7223 (TTY line 847-364-5093).

Rider Basics

Perhaps the most important thing for City ADA paratransit riders to know is that phone numbers and service are going to be the same on July 1. They can call 1-800-606-1282 (TTY line 888-847-0093) to ask for information or to report commendations or complaints. To schedule trips they should contact the three carriers directly: Art's Transportation, L.L.C. at 773-890-3900 (TTY line 773-890-1546), Cook-DuPage Transportation (CDT) at 312-226-0310 or 312-226-7300 (TTY line 312-633-2743), and SCR Transportation at 773-768-7000 (TTY line 773-768-7320).

Here are a few other key customer points about the service transition:

-- Although the phone number for scheduling a trip remains the same, listen closely to the prompts that guide your call to the carrier or to someone to assist with matters other than scheduling a ride.

-- There are no fare or service changes on July 1. The same level of service is being provided to the same areas.

-- The Taxi Access Program (TAP) also remains the same. Vouchers can be purchased at the Chicago & LaSalle Currency Exchange at 777 N. LaSalle or ordered at five Chicago Department on Aging sites. The currency exchange is open seven days a week, 24 hours a day.

-- The Mobility Direct Taxi-based subscription service remains the same.

-- The same providers - Cook-DuPage Transportation (CDT), SCR and Art's Transportation - are operating the service. Just watch for the Pace logo on vehicles.

-- Registration for using ADA paratransit service is still handled by the RTA at 312-663-4357 (TTY line 312-913-3122).

-- Report any service problems to 1-800-606-1282.

-- General questions can be directed to Pace's Customer Relations department at 847-364-7223.

On July 1 City ADA paratransit service information can also be found on the Pace website, www.pacebus.com.