LET WCRPT TAKE YOU THERE!

Title VI Notice to Public

TITLE VI NOTICE OF PROTECTION AGAINST DISCRIMINATIONWASHINGTON COUNTY RURAL PUBLIC TRANSPORTAITON operates its programs without regard to race, color, and national origin in accordance with Title VI of the Civil Rights Act. Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with the WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION.For more information on the civil rights program and the procedures to file a complaint, contact us at:

WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION 234 HEARN DRIVECHATOM, AL 36518

VOICE:(251)847-2970 EXT.22 FAX: (251) 847-2971

EMAIL: eci@millry.net

WEBSITE:

http://www.washingtoncountyruralpublic

transportation.yolasite.com

Information on Title VI Complaint Procedure & Complaint forms can be found under the Title VI Complaint Procedures tab. If you have any questions or need more information concerning Title VI complaints, please send us a message in the Contact Us bar or to eci@millry.net, by mail to 234 Hearn Drive, Chatom, AL 36518, call 251-847-2970 ext. 22, or fax 251-847-2971.

 

Vehicles: 10

Employees: 21

Average trips per month: 942

Average trips made in one year:11,304

Serves:Washington County

Services Provided:Demand Responsive

Contact your local provider:251-8472970 ext. 22

Hours of Operation:Monday-Friday8:00 AM - 4:00 PM



 

 

About Us

Washington County Rural Public Transportation (WCRPT) would like to welcome you aboard! We are a small transportation program that has been serving the transportation needs of Washington County residents since 1982.

This system is structured so that all routes will originate and terminate in Washington County. This provides needy individuals with the means to obtain required services and conduct necessary personal business.

WCRPT is dedicated to assisting you with your transportation needs. If you need a ride to work, medical appointments, drug store, shopping trips and many other places, we can take you there!

Calling us can mean your key to freedom and assistance you have been looking for. We look forward to serving your transportation needs.

Call Us Today and Start Your Journey on the Road to Independence!

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Information on transportation system, fare structure, routes, scheduling rides, passenger rules, rider application and update forms, Board and steering committee member information and request/nomination forms, WCRPT complaint procedures  and WCRPT rider, driver and general public satisfaction surveys are listed below. To print forms or any portion of the website, highlight and print selected.

Tell us what you think about our website or if you have questions, please feel free to call 251-847-2970 ext. 22 or go to the contact us tab. Our mailing address is: WCRPT 234 Hearn Drive, Chatom, AL 36518. Our email address is: eci@millry.net.

Please enjoy your visit on our website and we welcome you to visit us again soon! 

 

 

SHOPPING

If you need to buy groceries or shop...

MEDICAL APPOINTMENTS

If you need to go to the doctor...

PRESCRIPTIONS


If you need to pick up medications...

WORK

If you need a ride to work...

WE CAN TAKE YOU THERE!

Our Drivers

Our friendly and professional drivers are dedicated to serving your transportation needs and helping you accomplish your goals. They are ready to take you into a life of freedom and independence.

IT IS THE MISSION OF WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION TO PROVIDE CONVENIENT, AFFORDABLE, AND RELIABLE TRANSPORTATION TO THE RESIDENTS OF WASHINGTON COUNTY BY ADHERING TO THE HIGHEST LEVEL OF SAFETY.

WCRPT strives to provide safe transportation. WCRPT employs professional drivers dedicated to safety. Routine training in a wide variety of safety and other areas are provided to the drivers on a regular basis.

WCRPT strives to provide reliable transportation. Routine preventive maintenance checks on each vehicle are done as often as possible to ensure reliable service to the residence of Washington County.

WCRPT is a member of the ALTRANS network of providers. It is made up of 29 providers throughout the state.

WCRPT receives funding from the Federal Transit Administration through the Alabama Department of Transportation.

WCRPT is also a United Way Partner Agency through Educational Center for Independence, Inc. (ECI).

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WCRPT FARES

Trips within Chatom $7.00

Trips within the county $9.00

Trips to Jackson, AL $11.00

Trips to Grove Hill, AL $15.00

Trips to Gilbertown $17.00

Trips to Thomasville$17.00

Trips to Mobile$30.00

(Price reduced to $20.00 with the minimum of three riders on the same day)

TRIPS ARE ROUND TRIP.ALL TRIPS MUST ORIGINATE IN WASHINGTON COUNTY BUT CAN TRANSPORT TO AREAS WITHIN WASHINGTON COUNTY AND SOME AREAS OUTSIDE OF THE COUNTY IN THE FARE RATE AREA.


We are equipped with wheelchair stations and lifts to serve residents with disabilities.

With Fuel prices on the rise, WCRPT can be a great alternative way to save money. 



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ROUTES

DRIVER                          BUS  ROUTE                  PICK UP     DROP OFF

Toni Busby     22   Dialysis/Public      7:30 AM   10:00   AM

                                                 Jackson                 3:00 PM   4:30     PM

                                                 (M, W, F)         (Times are estimated)

Times will vary depending on the amount of drivers and pick up locations.


                                                 Grove Hill-Public   7:30AM   10:30PM

                                                 (M, W, F)                 1:00PM    2:00PM

                                            

                                                Thomasville-Public  7:30AM   10:45AM

                                                 (M, W, F)                 12:45PM    2:00   PM

  

                                                Gilbertown-Public Varies: Depends on appt.

                                                 (Thursdays)                         times, locations of riders,

                                                                                              duration, etc.

                                            

                                                Mobile-Public        Varies:  Depends on # of

                                                 (Tuesdays)                          riders, appt. times/

                                                                                              locations, location of riders

                                                                                              etc.

Margaret Hennis 24             McIntosh, Malcolm,  8:00AM   9:30AM

                                                 Wagarville to             2:30PM   4:00PM

                                                Chatom  

                                                Contract Route/        Public riders may catch the

                                                Public                          dialysis route on return

                                                (M-F)                           Back to their origin.

                                                                                   10:45AM   11:30PM

Linda Gilley 22                      Deerpark, Tibbie,     8:00AM     9:30AM

                                                Chatom                      2:30PM     4:00PM

                                                Contract Route/        Public riders may be

                                                                                     scheduled to take the

                                                Public                          dialysis route on return

                                                 (M-F)                           back to their origin

                                                                                    11:00AM   12:00PM

Stephanie Blakely 23              Barlow, Millry,            8:00AM     9:30AM

                                               Frankville, St.              2:30PM     4:00PM

                                               Stephens, Leroy         Public riders may

                                                                                    Scheduled to take the

                                                                                    dialysis route on return

                                                                                    back to their origin.

                                                                                   11:00AM   12:00PM

 

Drivers, routes, pick up and drop off times and buses are subject to change depending upon situations that arise such as breakdowns, weather conditions, traffic, road work, accidents and other hazards on the road way, extra riders, pick up and drop off locations, etc.

Since some contract and regular routes cross within our fare rate areas, we try to accommodate your transportation needs during those routes. If the route isn’t going to work for you, we will work hard to accommodate you with other planning if possible.

If your ride hasn't arrived by the estimated pick up time, please call 251-847-2970 ext. 22.


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SCHEDULING RIDES


1.   (DIAL-A-RIDE) Call WCRPT : 251-847-2970 ext. 22

2.   Trips must originate within Washington County.

3.   We require a 24 hour notice for scheduling rides. We do not accept same day calls.

  1. Be prepared to provide the following information:
  • Your name
  • Your physical address
  • Your telephone number
  • Your destination & directions
  • Your appointment time
  • Directions to your home or pick up location
  • Names of any additional riders or assistants
  • All additional stops. (appropriate cost will be applied). Must be approved during scheduling.
  • If you need accommodations or lift equipment. A device used by individuals with disabilities for mobility must fit an “envelop” which is 30 inches wide by 48 inches long. The lifts are designedto support a total weight limit of 800 lbs. (Mobility devise + rider)
  • Cost(s) will be discussed and method of payment

5.   Please be brief.

6.   Please CALL IF YOU MUST CANCEL. We require a 24 hour notice for cancellations.

7.   Please notify the office 24 hours ahead of time of any changes to your appointments, pick up and drop off locations, etc. to be approved.

  • Drivers can only wait at your home for five minutes to board the bus to avoid late arrivals for other passengers.
  • We provide origin to destination service. Drivers do not provide assistance getting on and off the bus, transporting from their home to the vehicle and assisting with transport from the vehicle to the destination (such as doctor’s offices, etc.). If a rider requires assistance, an assistant may ride along at no extra cost.
  • If a passenger requires someone to be home when dropped off, please ensure someone is home or provide us with alternate drop off location. Please call the office with instructions for the transport of the rider if an emergency arises and no one will be home when the rider arrives.
  • Fares are collected when boarding the bus unless payment  arrangements have been approved by the transportation coordinator during scheduling prior to the appointment.


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NEW RIDERS


New riders should complete an application, sign the verification of passenger rules. Application and verification may be mailed to WCRPT 234 Hearn Drive, Chatom, AL 36518, Faxed to: 251-847-2971, Emailed to: eci@millry.net, or given to the driver. If you have any questions or need any further information, please call 251-847-2970.

Passenger Rules are listed below with the verification. The rider application follows.


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Below are the WCRPT Passenger Rules:

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WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION RULES


  1. All passengers must wear seat belts and remain in their seats at all times. The passengers must remain seated until the bus reaches its destination and comes to a complete stop.

    2.  Keep arms and all articles inside the vehicles.

    3.  All children must be placed in an approved car seat at all times. Our agency does not provide the car      seats. Parents or caretakers are responsible for providing an approved car seat as well as securing the children in the car seat and to the bus seat. Parents or caretakers must be in control of the children at all times.

    4.  Passengers will be returned to the exact point where they were picked up, unless written permission is  obtained or approved through the transportation coordinator.

    5.  There will be no smoking or use of tobacco on the bus. The use of other drugs and alcohol is also not permitted on the bus.

    6.  W.C.R.P.T. has established an origin to destination service; therefore, drivers will not provide assistance to riders while getting on and off the bus. If a rider requires assistance, an assistant may ride along at no extra cost.

    7.  Any behavior that results in causing danger to one’s self, other passengers or the driver will result in termination. NO FIGHTING IS ALLOWED ON THE BUS.

    8.  NO WEAPONS ALLOWED.

    9.  In the event of an accident, no one is to leave the bus unless absolutely necessary. If necessary, no one is to leave the vicinity of the accident. Remain calm and follow instructions.

   10.  All loose items must be secured and the rider must be in control of any items that they bring on board. Passengers are responsible for these items and any personal belongings. The number of parcels the size of standard grocery bags is limited to 5 per rider which must be secured and/or the rider must be in control of them at all times. For any purchases or items beyond this size, please call ahead for approval. Items should not prevent the access to the aisle, seating, entering or exiting the bus or emergency exits.

   11.  There will be NO FOUL LANGUAGE used on the bus or verbal confrontations. Avoid loud, boisterous talking, yelling and loud radios. Please respect other passengers as well as the driver. Talk to the driver only when necessary to avoid distracting the driver while driving.

   12.  Riders must board the bus within 5 minutes of arrival or the bus driver will leave on assumption that no one is riding. An additional 2 minutes is given for allowing persons with disabilities adequate time for boarding/disembarking. 

  13.  Our agency requires a 24 hour notice on scheduling rides and cancellations; therefore, our agency does not accept same day calls. When scheduling rides, please provide your name, phone number, directions to your home, destination, appointment time, names of any additional riders or assistants, any additional stops, any special accommodations needed or if lift equipment is required.

   14.  Riders/Caretakers must give a 24 hour notice of any changes in transportation arrangements to be approved. If a driver arrives to pick up the rider and the rider doesn’t ride and proper notification or contact has not been made of any changes, it will be considered a no-show. 3 no-shows a daily route will result in the rider not being picked up the remainder of the week.  For riders who do not ride on a daily route, 3 no shows will result in suspension for a month.

   15.  Trips must originate within Washington County, but can transport to destinations outside of the county. Trips cannot originate outside our service area.

   16.   Flag stops are also not allowed.

   17.  The pickup window for passengers is 30 minutes.

   18.  It is our agency’s policy that no pets are allowed on board the bus. Only service animals are allowed. The ADA defines service animals as dogs or miniature horses that are individually trained to do work or perform tasks for people with disabilities. The animal must remain under the passenger’s control at all times and must be house broken. The animal must be harnessed, leashed or tethered, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices.

   19.  Passengers who require portable oxygen is allowed to ride with only 1 oxygen tank in which they are using. The portable oxygen tanks must be secured and/or the rider must be in control of the tank at all times.

   20.  Passengers should throw garbage away in the garbage receptacle on board the bus or dispose of it at another location. Garbage should not be left on the floors and/or seats. Please keep the bus clean.

   21.  Passengers should respect equipment such as the seats, seat belts, and other equipment on the bus. No abuse of the equipment will be allowed.

   22.  Passengers are not allowed to operate equipment such as the lift, wheelchair and mobile securement devices, and other operations of the vehicle. The driver has received training and is qualified as an employee and insured with our agency to operate these functions.  Operating these functions could compromise the safety of the other passengers as well as themselves; therefore, ridership may be suspended or terminated.

   23.  Passengers should pay the fare rate before boarding unless prior payment arrangements have been approved through the transportation coordinator. Extra stops must be approved prior to the trip during the scheduling phase and the appropriate cost will be applied for the extra stops. Extra stops in the same fare rate area will cost half of the fare rate.

   24.  If  Passengers require someone to be home when dropped off, please ensure someone is home or provide us with an alternate drop off location for the passenger. Please contact the office with instructions for the transportation of the rider if an emergency arises and you will not be able to be there, so that arrangements can be approved.      

 Each van is equipped with a First Aid Kit and emergency equipment. In the event of an emergency please remain calm and exit through the closest exit. Remain in the vicinity of the van. In the event of a sudden illness, the driver will pull to the side of the road and call 911. Each driver has been trained/certified in CPR and First Aid. Fire extinguishers are located in each van and have been inspected. In the event of a fire, exit through the door nearest to you and follow instructions.

 Every one utilizing the Washington County Rural Public Transportation System must adhere to the above rules. These rules have been established in order to ensure your safety. Any violation of a rule will result in an incident report being filed and could result in suspension or termination of services depending upon the severity of the incident. Ridership can be terminated if there are 3 incident reports filed as a result of a violation of a rule or regulation. Ridership may also be suspended or terminated prior to the 3 incident rule depending on the severity of the incident.

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Below is the verification of passenger rules. 


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Verification of Passenger Rules


I verify that I have read and understand the WCRPT PASSENGER RULES and regulations. I agree to adhere to these rules in order to ensure safe public transportation. I understand that I can be suspended or terminated from ridership if I have three incident reports on file as a result of a violation of a rule or regulation. I also understand that ridership can be suspended or terminated prior to the three incident rule depending on the severity of each incident.

 

_______________________________________________

Signature

______________________________________________

Date

 


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Below is the rider application for new riders.


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WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION

A DIVISION OF EDUCATIONAL CENTER FOR INDEPENDENCE (ECI)

APPLICATION FOR TRANSPORTATION SERVICES

 

Public Rider_________________________ Rider’s Address:___________________________________

 Phone No._____________  Cell:_________________Work:_______________Other:_______________

Name of Agency/Business (if applicable):___________________________________________________

Contact Person(s):____________________  Address:_________________________________________

Contact Number: (      ) ________________________

 

Emergency contact Name:____________________________  Relationship_______________________

Number:___________________________ Cell:______________________ Other:__________________

 

Other Numbers:_____________________Name:_______________________Relationship___________

 

Will you be on a regular weekly bus route? ___Yes  ____No

If yes, what part of the county will you be picked up from? ___________________________________

Where will you be transported to (drop off location & number)?_______________________________

 

Please check the days you will need transportation weekly?

 __M __T __W __TH __F   

Period of time receiving weekly regular transportation:______________________________________

If No, What will be the dates of service needed:_____________________________________________

Do you call in for transportation as needed? ____Yes ____No

 

Do you require a wheelchair accessible bus (Lift)? ____ Yes  ____No

 

Please list any other additional rider(s) such as children/assistants/family members and drop off locations and numbers to the drop off locations:_____________________________________________

______________________________________________________________________________________

 

Please list funding source: _____ Medicaid   _____Cash      ____Check      ____ DHR   ____

Contract:  _________________       ____Other:____________________________

 

Directions to home (pick up location):______________________________________________________

____________________________________________________________________________________________________________________________________________________________________________

 

Alternate drop off point: (PLEASE LIST AN ALTERNATE DROP OFF WITHIN THE ROUTE JUST IN CASE OF EMERGENCY OR IF NO ONE IS HOME AND THE RIDER REQUIRES ASSISTANCE OR SOMEONE TO BE HOME)

Name(s):_______________________________  Phone #(s):____________________________________

Directions:__________________________________________________________________________________________________

(This will only be used in rare occasions and emergency situations. All other changes in drop off and pick up points must be notified to the Transportation Coordinator and approved. Our rules indicate that the rider is to be dropped off at the same location as they are picked up unless written permission is obtained. Please be sure someone is home when the rider is dropped off if the rider requires assistance or requires someone to be home.)

 

Any other medical/important information that will be helpful with transportation needs for you or additional riders:__________________________________________________________________________________________

____________________________________________________________________________________________________________

 

Optional Information: ( This information will only be used in tracking transportation services for statistical data.)

Gender: ____ Female ___ Male    Race: _________________

Age: ____

Additional Riders:Gender: __ Female __ Male      Gender: __ Female __ Male      Gender: ___ Female ___Male

                                                 Age:_____                      Age:______                                   Age:_____

                                                Race:______________     Race:______________                  Race:______________

 

By signing below I agree that the information given, is to best of my knowledge accurate.  I understand that this information will only be used to estimate the cost of providing a service and is subject to change.  Either party shall have the right to terminate this agreement with a 30 day written notice, if unable or unwilling to fulfill the obligations.  I understand that all information is kept confidential by Washington County Rural Public Transportation.

 

 

Signature_________________________________________________               Date_____________________________



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Regular Riders

Below is an update letter for riders who already have completed an application and use transportation services. This is an update that is completed annually to update information on file. Some or all of the information may be the same, but please complete this once a year to update files in case information has changed. Riders must give a 24 hour notice of any changes in transportation arrangements. Please notify the office of any changes in numbers, addresses, emergency contacts and important medical information when changes are made even if it is prior to the annual update to keep the drivers up to date in case of emergencies.


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To: ALL RIDERS

From: Washington County Rural Public Transportation

                 We update our rider information files annually. As a part of that process, we need you to fill out the following information and sign the back of this form for verification of passenger rules. Please notify us of any changes in information that occur in between updates.

 

Name of Rider_______________________________________________________

Address_____________________________________________________________

______________________________________________________________________

Phone No. Home-_______________________   Cell /other:__________________________  Work:___________________________

 

Emergency contact Name____________________________________ Home Number____________________________________   Cell _________________________  Work __________________________ Relationship_______________________________________

 

Other Numbers:_________________________________________ Name:_________________________________________________   Relationship__________________________________


Are you on a regular weekly bus route? ____Yes   ____No

If yes, whose bus or route do you ride?________________________________________________________________________

If No, when you use transportation whose bus do you ride and where do you go?_________________________________________________________________________________________________________________


Do you require a wheelchair lift bus? ____Yes   ____No


How do you normally pay for your trips? (You may check more than one if it applies to you)

______ Medicaid      ______ Cash       ______  Check       _______  Money Order       Contract:______________________

_____Other:__________________________

 

Directions to home or pick up/drop off location:

__________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________

Alternate drop off point: (PLEASE LIST AN ALTERNATE DROP OFF WITHIN THE ROUTE JUST IN CASE OF EMERGENCY OR IF NO ONE IS HOME AND THE RIDER REQUIRES ASSISTANCE OR SOMEONE TO BE HOME)

Name(s):_____________________________________________Phone #(s):_________________________________________________

Directions to Alternate drop off:

___________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________

(This will only be used in rare occasions and emergency situations. All other changes in drop off and pick up points must be approved. Our rules indicate that the rider is to be dropped off at the same location as they are picked up unless written permission is obtained. Please be sure someone is home when the rider is dropped off if the rider requires assistance or requires someone to be home.)

 

Any other medical/important information: ______________________________________________________________________

__________________________________________________________________________________________________________________

Please turn this back in to your driver or bring it to or send it to ECI 234 Hearn Drive, Chatom, AL 36518, Fax: 251-847-2971, Email: eci@millry.net. If you have any questions or concerns, you may list them on this sheet or you may call Christy Sullivan, Transportation Coordinator at (251)847-2970 ext. 22.

                                                                                                                                                            

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Board of Directors and Transportation Committee Information

The WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION has transit-related, non-elected planning boards, advisory councils or committees, or similar committees that are selected by the BOARD COMMITTEE AND ADMINISTRATIVE STAFF.

All committees actively recruit and continue to reach out to community groups to find additional diverse individuals to represent THE BOARD OF DIRECTORS AND THE TRANSPORTATION COMMITTEE and help provide experience and ideas to better transit services.  


Board of Directors: 9 Members

Meetings: Last Tuesday of the month (Monthly)


WCRPT Transportation Committee: 4

Meetings: At minimum once a year

Meetings dates and times are subject to change.



We encourage participation in our communities and area from any and all backgrounds and groups. We are in need of additional members. Members can be anyone in our community.

If interested in becoming a board or steering committee member or suggesting someone, please feel out the information below and send to WCRPT 234 Hearn Drive, Chatom, AL 36518, email to eci@millry.net or Fax to 251-847-2971. If you have questions or need further information, please contact us on the contact us page or call or write us at 234 Hearn Drive, Chatom, AL 36518, Voice: 251-847-2970 ext. 22, Fax: 251-847-2971, Email: eci@millry.net.


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Board Committee Member Request/Nomination Form



Name____________________________________________________

Address_______________________________________________________________________________________________________

Phone Number__________________________ Work ______________________________Cell _____________________________


Nominee (If different from above)__________________________________________________

Address________________________________________________________________________________________________________

Phone Number _________________________ Work______________________________ Cell ______________________________


How did you hear about the Board of Directors?

___________________________________________________________________________________________________________________


Additional Comments:____________________________________________________________________________________________

___________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________




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WCRPT Steering Committee Member Request/Nomination Form


Name___________________________________________________

Address________________________________________________________________________________________________________

Phone Number ___________________________ Work ___________________________ Cell ______________________________


Nominee (if different from above) ______________________________________________

Address ________________________________________________________________________________________________________

Phone Number __________________________ Work ____________________________ Cell _______________________________


How did you hear about the WCRPT Steering Committee?

__________________________________________________________________________________________________________________


Additional Comments:___________________________________________________________________________________________

__________________________________________________________________________________________________________________



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WASHINGTON COUNTY RURAL PUBLIC TRANSPORTATION

COMPLAINT POLICY AND PROCEDURES

 

 

It is the policy of the Washington County Rural Public Transportation System to operate the public transportation program in an open and fair manner for employees, passengers, other transit providers, and the general public.  No employee, passenger, other transit provider, or the general public will be discriminated against or suffer any reprisals from making a complaint.  Complaints must be in writing and specific. Vague or general charges of unfairness that are not substantiated by facts will not be processed.   When an allegation is made that a specific violation, misinterpretation, or inappropriate act has occurred the following steps should be taken to resolve the issue.  Washington County Rural Public Transportation will resolve the complaint within fifteen business days of the date of receipt of the written complaint.

 

Employee Complaint Policy

If an employee has issue with another employee, passenger, or other member of the general public, he or she should bring the matter to the attention of the Operations Coordinator (OC) or similar authority within 3 days of the occurrence.    Complaints must be specific and in writing.  If the complaint involves the Operations Coordinator or similar authority, the employee should address the issue with the Transit System Director.   The OC or similar authority will listen to all parties involved in the situation, investigate with outside sources if necessary, and resolve the matter within fifteen business days of the receipt of the written complaint.  If the OC or similar authority cannot resolve the matter, it will be brought to the Transit System Director for resolution.  If the matter is not satisfactorily resolved at this point, the Department Head or next higher authority will be consulted.  If the employee does not feel the matter has been resolved at this point, the Personnel Director or similar authority should be consulted and the matter brought before the Personnel Board or similar authority if necessary.


Passenger Complaint Policy

If a passenger has issue with a Washington County Rural Public Transportation employee, another passenger, or other member of the general public, he or she should bring the matter to the attention of the Operations Coordinator (OC) or similar authority within 3 days of the occurrence.  Complaints must be specific and in writing.  If the complaint involves the Operations Coordinator or similar authority, the passenger should address the issue with the Transit System Director.   The OC or similar authority will listen to all parties involved in the situation, investigate with outside sources if necessary, and resolve the matter within fifteen business days of the receipt of the written complaint.  If the OC or similar authority cannot resolve the matter, it will be brought to the Transit System Director for resolution.  If the matter is not satisfactorily resolved at this point, the Department Head or next higher authority will be consulted.  If the passenger does not feel the matter has been resolved at this point, the Washington County Rural Public Transportation System Liaison or similar authority should be consulted and the matter brought before the entire Board of Directors if necessary.


 Private Transit Operator Complaint Policy

 

If a private transit operator has issue with Washington County Rural Public Transportation, he or she should address the matter with the Transit System Director within 3 days of the occurrence.  Complaints must be specific and in writing.  The Transit System Director will investigate and resolve the matter within fifteen business days of the receipt of the written complaint. If the matter is not satisfactorily resolved at this point, the (next higher authority) will be consulted.  If the private operator does not feel the matter has been resolved at this point, the Washington County Rural Public Transportation System Liaison should be consulted and the matter brought before the entire Board of Directors if necessary.


General Complaint Policy

If a member of the general public has a complaint with a Washington County Rural Public Transportation employee, policy, or other issue, he or she should bring the matter to the attention of the Operations Coordinator (OC) or similar authority within 3 days of the occurrence.  Complaints must be specific and in writing.  If the complaint involves the Operations Coordinator or similar authority, the member of the general public should address the issue with the Transit System Director.   The OC or similar authority will listen to all parties involved in the situation, investigate with outside sources if necessary, and resolve the matter within fifteen business days of the receipt of the written complaint.  If the OC or similar authority cannot resolve the matter, it will be brought to the Transit System Director for resolution.  If the matter is not satisfactorily resolved at this point, the Department Head will be consulted.  If the member of the general public does not feel the matter has been resolved at this point, the Washington County Rural Public Transportation System Liaison or similar authority should be consulted and the matter brought before the entire Board of Directors if necessary.


Bid Protest Procedures for the Washington County Rural Public Transportation System

The following bid protest procedures have been written in compliance with the Federal Transit Administration (FTA) Third Party Contracting Guidelines (Circular 4220.1E).  Parties that wish to file a bid protest should review these procedures in conjunction with FTA’s Circular 4220.1E. These procedures also address complaints or appeals regarding the funding of unsolicited proposals and other protests unrelated to the solicitation process and contract award decisions.  Washington County Rural Public Transportation System’s protest procedures will be referenced in the bid documents in order that interested parties will know their rights under these protest procedures.

 

Protest Pertaining to the Contract Solicitation Process or Contract Award Decision

The following procedures and time requirements shall be applied uniformly in processing all protests. Protests may be made by active or prospective bidders whose direct economic interest would be affected by a solicitation, proposed award, or award of a contract.  Protests must be submitted in writing to:

 

Washington County Rural Public Transportation

A Division of Educational Center for Independence (ECI)

234 Hearn Drive

Chatom, AL 36518

 

The Washington County Rural Public Transportation System will consider all written protests made within the timelines stated in this document. Protest submissions should be concise, logically arranged, clearly state the grounds for the protest, and must include at least the following information:

 

  1. Name, address, and telephone number of protestor.
  2. Solicitation or contract name and/or number.
  3. A detailed statement of the legal and factual grounds for the protest, including copies of all relevant documents or information.
  4. A statement of relief requested.

 

Only written protests received within the timelines stated in these procedures will be considered. Upon receipt of a protest, the Washington County Rural Public Transportation System will notify the protestor that the protest has been received by mail within five (5) working days. The Washington County Rural Public Transportation System may request additional information from the protesting party, which must be submitted in writing to the Washington County Rural Public Transportation within five (5) working days from the date of the Washington County Rural Public Transportation System’s request. 

 

Within twenty (20) working days of receipt of a written protest, the Washington County Rural Pulbic Transportation System shall either:

 

  1. Issue a final written decision which responds in detail to each issue raised in the protest and includes a rationale for the decision rendered, or
  2. Conduct, at the Washington County Rural Public Transportation System’s discretion, an informal hearing to allow the interested participating parties an opportunity to present their positions and supporting facts, documents, justification, and technical information. The Washington County Rural Public Transportation System will advise all interested parties of the final decision in writing no later than five (5) working days from the date of the informal hearing.

 

Protests before Proposal Solicitation

 

Bid protests alleging restrictive specifications or improprieties, which are apparent prior to bid or proposal opening, must be submitted in writing to the Washington County Rural Public Transportation System and must be received at least five (5) working days prior to bid/proposal opening.  Bids will not be opened until five (5) working days after resolution of the protest unless the Washington County Rural Public Transportation System determines that:

 

    1. The items to be procured are urgently required;

    2. Delivery or performance will be unduly delayed by failure to make award promptly; or

    3. Failure to make award will otherwise cause undue harm to the Washington County Rural Public Transportation System.

       

      If the written protest is not received by the time specified, bids or proposals may be received, opened and awarded in the normal manner unless the Washington County Rural Public Transportation System determines that it is in the best interest of all concerned to delay any step.

       

      Protests after Opening of Proposal Solicitation and Prior to Award

       

      Protests against the making of an award may be made after bid opening and prior to award. Such protests must be submitted in writing to the Washington County Rural Public Transportation System and must be received by the Washington County Rural Public Transportation System within five (5) working days of the bid opening. If the Washington County Rural Public Transportation System decides to withhold the award pending resolution of the protest, the Washington County Rural Public Transportation System will notify all bidders whose bids or proposals might become eligible for award, and offer them the option to extend or withdraw the bid or proposal beyond the 120-day validity period. Awards will not be made until at least five (5) working days after resolution of the protest unless the Washington County Rural Public Transportation System determines that:

       

  1. The items to be procured are urgently required;

  2. Delivery or performance will be unduly delayed by failure to make award promptly; or

  3. Failure to make award will otherwise cause undue harm to the Washington County Rural Public Transportation System or the federal government

     

    Protests after Award

    Protests received after announcement of an award or after a contract has been executed will only be considered if the Washington County Rural Public Transportation System determines that the matter is in the public interest or the protest presents clear and convincing evidence of fraud, misrepresentation, other illegality, or gross impropriety in the selection of a bid/proposal. If a protest is under consideration, the Washington County Rural Public Transportation System shall evaluate the bid/proposal at issue a second time in its entirety and use the same evaluation criteria and rating factors applied in the initial review of the bid/proposal. The bid/proposal will be evaluated by a panel designated by the Washington County Rural Public Transportation System.

     

    If a protest involving an executed contract is under consideration, the Washington County Rural Public Transportation System will notify the selected contractor of the protest and its basis and may, at its discretion, order the contractor to suspend all Washington County Rural Public Transportation System’s work activities. If the awarded contractor has not executed the contract as of the date the protest is received by the Washington County Rural Public Transportation System, the contract will not be executed until five (5) working days after resolution of the protest unless the Washington County Rural Public Transportation System determines that:                                   

     

  1. The items to be procured are urgently required;
  2. Delivery or performance will be unduly delayed by failure to make award promptly; or
  3. Failure to make award will otherwise cause undue harm to the Washington County Rural Public Transportation System.


Protests Pertaining To the Funding Of Unsolicited Proposals

The submission of unsolicited proposals is inconsistent with the Washington County Rural Public Transportation System’s policy to promote a full and open competition among interested parties for FTA contract funds.  The filing of unsolicited proposals, therefore, will be deemed inappropriate by the Washington County Rural Public Transportation and returned to the sender; complaints or appeals calling for reconsideration of such proposals will not be accepted.


ALL complaints unresolved at the local level will be submitted to the Alabama Department of Transportation for final resolution to the Alabama Department of Transportation, Multimodal Engineer, Bureau of Transportation Planning and Modal Programs, 1100 John Overton Drive, Montgomery, Alabama 36130, telephone number (334) 242-6438.

 ___________________________________________________________________________________________________________________

 Survey Section

Below will be a series of surveys, for riders, drivers, & the general public.

____________________________________________________________________________________________________________________

Below is the Rider Satisfaction Survey.

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Washington County Rural Public Transportation

A Division of Educational Center for Independence (ECI)

234 Hearn Drive

Chatom, AL 36518

Office: (251) 847-2970 ext. 22

Fax: (251) 847-2971

Email: eci@millry.net

TRANSPORTATION SURVEY

The following survey is being conducted to help us better serve your transportation needs. This will give us an idea of what kind of transportation you need and how we can improve to make our services better for you. Please take the time to complete this survey. Please return the survey to your driver or mail it to 234 Hearn Drive, Chatom, AL 36518, email to: eci@millry.net or fax to 251-847-2971. If you have any questions, please call Christy Sullivan at 251-847-2970 ext. 22.

 

Please check one of the following:

___Individual   ___Public Rider   ___Parent/Caretaker (completing for the rider)  ___Other:___________________

 

Please circle your answer.

How often do you use Washington County Rural Public Transportation System for your transportation needs?

  • Daily (5 days a week)

  • 1-3 times a week

  • 1-3 times a month

  • Less than once a month

  • Other:______________

     

Where do you go when using public transportation? (Please check all that apply)

  • School/educational activities

  • Work

  • Shopping

  • Social (e.g., visit family and friends)

  • Health and medical appointments (e.g., single or periodic trips to doctor, clinic drug store, treatment centers)

  • Health maintenance (e.g., dialysis or other recurring and frequent trips that require regular transport)

  • Income maintenance (e.g., trips to food stamp or social security office)

  • Church

  • Restaurants

  • Recreational/Leisure (e.g., field trips, outings to parks, movies, etc.)

  • Other:_____________________

 Have there ever been times when you needed or wanted to go somewhere and transportation wasn’t available or weren’t able to use transportation (Questions 4 and 5 pertain to this question)

  • Yes

  • No

     If yes, what times? (Pertains to question 3) Check all that apply. 

  • Weekend

  • Nights after normal business hours

  • Weekdays

  • Holidays

  • Normal business hours

What was the reason that you couldn’t get transportation during those times? (Pertains to question 3) Check all that apply.

  • Wasn’t available due to hours of operation

  • Didn’t have the funds available to pay for the transportation

  • Transit schedule was full

  • Out of route area

  • Other:______________________________________________________________

     If there were transportation services provided on the weekend and after hours, would you use these services? 

  • Yes

  • No

     During the past 12 months how many times have any of the following happened to you if any?

  • Not being able to go somewhere when needed? ________Number of times.

  • Being late for or missing an appointment or meeting? _______Number of times.

  • Having to wait a long time for a ride _______ Number of times

 How do you pay for transportation services? 

  • My income

  • Parent/Caretaker

  • Medicaid

  • Other:_______________________

     Do you think our fare rates are affordable and reasonable for the services we provide for our service area?

  • Yes

  • No

      Please rate the public transportation services in the following areas with always, mostly, sometimes, rarely or never.

Are the bus/van drivers friendly and helpful? 

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     Do the bus/van drivers get you to and from appointments on time? 

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     Are the vehicles clean and well-maintained? 

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     In your opinion, how well does the public transportation system do in meeting the transportation needs of individuals with disabilities? 

  • Adequate

  • Needs Some Improvement

  • Needs Much Improvement

     Compared to a year ago, do you think the public transportation services in your area are… 

  • Much Better

  • Somewhat Better

  • About the Same

  • Somewhat Worse

  • Much Worse

    Please list the reason for your answer:_____________________________________________________________________

    ______________________________________________________________________________________________________________

     Overall, how satisfied are you with the public transportation service in your area? Would you say you are…

  • Very Satisfied

  • Somewhat Satisfied

  • Neither Satisfied nor Dissatisfied

  • Somewhat Dissatisfied

  • Very Dissatisfied

    Please list the reason for your answer:_____________________________________________________________________

    ____________________________________________________________________________________________________________

What are some things you like about our public transportation system?______________________________________________________________________________________________________________ 

What are things we can improve ?___________________________________________________________________________________________________________________ 

Please tell us more about your transportation needs or any concerns you have related to transportation?___________________________________________________________________________________________________________________

If you have any ideas on how our public transportation system can be improved or any additional comments about your experiences with our public transportation system, please write them below.

____________________________________________________________________________________________________________________

How easy was it complete this survey?

___ Very Easy

___  Easy

___ Somewhat Easy

___ Somewhat Difficult

___ Difficult

___ Very Difficult


What can we do to improve our survey to make it more user friendly?____________________________________________

___________________________________________________________________________________________________________________


Optional Information:

 (This information will only be used in tracking transportation services for statistical data.)

Gender:    

  • Female

  • Male

Race:

  • Caucassion/White

  • African American/Black

  • Native American/Indian

  • Hispanic/Latino

  • Asian

  • Other:____________________

Age:

  • Under 16

  • 16-19

  • 20-29

  • 30-39

  • 40-49

  • 50-59

  • 60 & over

Thank you so much for filling out our survey. We value your opinions and suggestions. We hope to use these opinions and suggestions to help better serve your transportation needs.


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Below is the Driver's Satisfaction Survey.

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WCRPT DRIVER’S SURVEY

It is the mission of Washington County Rural Public Transportation to provide convenient, affordable, reliable transportation to the residents of Washington County by adhering to the highest level safety. As a public transportation agency serving the needs of the residents in our community, we want to realize this mission statement. The driver is the most important asset of a transit agency. However, the most important person is the customer. We would like to give our customers the best transportation services we can. As driver’s, you are aware of many things that can help make that possible. Please fill out the survey below and return to the Transportation Coordinator, mail to : 234 Hearn Drive, Chatom, AL 36518, Email to: eci@millry.net or fax to: 251-847-2971.


Overall, how satisfied are you with the public transportation system? Would you say you are…

  • Very Satisfied

  • Somewhat Satisfied

  • Neither Satisfied nor Dissatisfied

  • Somewhat Dissatisfied

  • Very Dissatisfied

    Comments:_____________________________________________________________________________________________

    ________________________________________________________________________________________________________ 


Compared to a year ago, do you think the public transportation system is…

  • Much Better

  • Somewhat Better

  • About the Same

  • Somewhat Worse

  • Much Worse

    Comments:

    _________________________________________________________________________________________________________


Overall, how satisfied are you with the transportation supervisor? Would you say you are…

  • Very Satisfied

  • Somewhat Satisfied

  • Neither Satisfied nor Dissatisfied

  • Somewhat Dissatisfied

  • Very Dissatisfied

    Comments:_____________________________________________________________________________________________

     Overall, how satisfied are you with the training provided? Would you say you are…

  • Very Satisfied

  • Somewhat Satisfied

  • Neither Satisfied nor Dissatisfied

  • Somewhat Dissatisfied

  • Very Dissatisfied

    Comments:_____________________________________________________________________________________________

    How east was it complete this survey?

  • Very Easy

  •  Easy

  • Somewhat Easy
  • Somewhat Difficult
  • Difficult
  • Very Difficult

     What can we do to improve our survey to make it more user friendly?____________________________________

______________________________________________________________________________________________________________











What do you think is working with the transportation system? What do you like about the transportation system?

______________________________________________________________________________________________________________

What do you think is not working with the transportation system? What can we improve?

______________________________________________________________________________________________________________

As a driver, what type(s) of training would you like to receive?

______________________________________________________________________________________________________________

What would you like to see change in the transportation department?

______________________________________________________________________________________________________________

Other comments:____________________________________________________________________________________________

_____________________________________________________________________________________________________________

 

Thank you completing our survey. We value your opinions and suggestions. We hope to use these opinions and suggestions to better your work environment and our transportation services.

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Below is a General Transportation Survey for the general public. This includes former riders who are no longer using our services, potential future riders who may use or consider using our services soon or in the near future, indirect users who are individuals or businesses who do not use the service themselves, but benefit indirectly from another rider using the service or the general public who are individuals or businesses who are not former riders, potential future riders or indirect users of the service.

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Washington County Rural Public Transportation

A Division of Educational Center for Independence (ECI)

234 Hearn Drive

Chatom, AL 36518

Office: (251) 847-2970 ext. 22

Fax: (251) 847-2971

Email: eci@millry.net

www.washingtoncountyruralpublictransportation.yolasite.com

General  Transportation Survey


The following survey is being conducted to help us better serve the transportation needs in our county. This will give us an idea of what kind of transportation is needed and how we can improve to make our services better. Please take the time to complete this survey. Please return the survey to your driver or mail it to 234 Hearn Drive, Chatom, AL 36518, email to: eci@millry.net or fax to 251-847-2971 or fax to 251-847-2971. If you have any questions, please call Christy Sullivan at 251-847-2970 ext. 22.


Are you? (Please check one of the following)

____ Former Rider (Answer questions 1-9)

____ Potential Future Rider (Not riding but considering riding soon or in the near future) Answer 10-13.

____ Individual or Business (Not using services directly, but benefit indirectly through someone riding 14-17)

____ General Public (Individual or business who has never used transportation services, who isn't anticipating becoming a potential future rider or who hasn't benefited indirectly from services to another rider) Answer 18-20

Questions 21-23 are for all who complete any section of this survey.


1.If you are a former rider, what is the reason that you are no longer riding?____________________________________________________________________________________________________________________

2. How satisfied were you with our transportation services?

____ Very Satisfied

____ Satisfied

____ Neither satisfied or dissatisfied

____ Dissatisfied

____ Very Dissatisfied

3.How often did you use Washington County Rural Public Transportation System for your transportation needs?

  • Daily (5 days a week)

  • 1-3 times a week

  • 1-3 times a month

  • Less than once a month

  • Other:_______________________

     5. Where do you go when using public transportation? (Please circle all that apply) 

  • School/educational activities

  • Work

  • Shopping

  • Social (e.g., visit family and friends)

  • Health and medical appointments (e.g., single or periodic trips to doctor, clinic drug store, treatment centers)

  • Health maintenance (e.g., dialysis or other recurring and frequent trips that require regular transport)

  • Income maintenance (e.g., trips to food stamp or social security office)

  • Church

  • Restaurants

  • Recreational/Leisure (e.g., field trips, outings to parks, movies, etc.)

  • Other:____________________

4. Did you think our fare rates were affordable and reasonable for the services we provide for our service area? 

  • Yes

  • No

     Please rate the public transportation services in the following areas with always, mostly, sometimes, rarely or never.

5.Were the bus/van drivers friendly and helpful?

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     7. Did the bus/van drivers get you to and from appointments on time? 

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     6. Were the vehicles clean and well-maintained? 

  • Always

  • Mostly

  • Sometimes

  • Rarely

  • Never

     7. In your opinion, how well does the public transportation system do in meeting the transportation needs of individuals with disabilities? 

  • Adequate

  • Needs Some Improvement

  • Needs Much Improvement89. From your experience as a former rider with us, what was your impression of our transportation services?

____ Excellent

____ Good

____ Fair

____ Poor

Please give reason for answer:____________________________________________________________________________________

9. What are some things we could have improved or done better? ___________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________

 

Questions 10-13 pertain to potential future riders who have not used the service but may be interested in riding.


10. From the information you have and know about our transportation services, what is your impression of our services?

_____ Excellent

_____ Good

_____ Fair

_____ Poor

_____ Not sure

Please give a reason for your answer____________________________________________________________________________________________________________

11. How often would you use or think you would use Washington County Rural Public Transportation System for your transportation needs?

  • Daily (5 days a week)

  • 1-3 times a week

  • 1-3 times a month

  • Less than once a month

  • Other:_____________

12. Where would you go or think you would when using public transportation? (Please circle all that apply)

  • School/educational activities

  • Work

  • Shopping

  • Social (e.g., visit family and friends)

  • Health and medical appointments (e.g., single or periodic trips to doctor, clinic drug store, treatment centers)

  • Health maintenance (e.g., dialysis or other recurring and frequent trips that require regular transport)

  • Income maintenance (e.g., trips to food stamp or social security office)

  • Church

  • Restaurants

  • Recreational/Leisure (e.g., field trips, outings to parks, movies, etc.)

  • Other:_____________________

13. Based on what information you have and know about our transportation services, what are some things that we could do or services we could provide to be beneficial to you or changes or improvements that could be made?_____________________________________________________________________________________________________________

____________________________________________________________________________________________________________________

 Questions 14-17 . Are for individuals or businesses who has benefited from transportation services indirectly through services being provided to another rider?

14. Please check one of the following. Are you a business or an individual who is benefiting from a rider using our services.

_____ Business

_____ Individual

15. Please tell us how you have benefited from the transportation services rendered to another rider.

___________________________________________________________________________________________________________________

16. Based on your experience as an indirect recipient of our transportation services and information you have and know, what is your impression our services?

____ Excellent

____ Good

____ Fair

____ Poor

____ Not Sure

Please give a reason for your answer.____________________________________________________________________________

17. Based on your experience and information about our transportation services, what are some things we could do or services that could provide or improvements or changes that we can make that would be beneficial to you or the rider_________________________________________________________________________________________________

____________________________________________________________________________________________________________________

Questions 18 are for individuals or businesses who do not ride or use our transportation, isn't a potential future rider and doesn't benefit indirectly from someone using our transportation services.

18. Please check one of the following.

______ Individual

______ Business

19. Based on information you have and know, what is your impression of our transportation services?

____ Excellent

____ Good

____ Fair

____ Poor

____ Not Sure

Please give reason for your answer:______________________________________________________________________________

20. Based on information, you have and know what are some things that we can do or services we could provide or improvements or changes that can be made that would be beneficial to you or anyone else that may use our services.__________________________________________________________________________________________________

___________________________________________________________________________________________________________________

Question 21-23 are for all who complete this survey.

21. Please list any questions or concerns you may have about our transportation services?______________________

____________________________________________________________________________________________________________________

22. Was this survey easy to and complete?

___ Very Easy

___ Easy

___ Somewhat Easy

___ Somewhat Difficult

___ Difficult

___ Very Difficult

Please give reason for your answer:_______________________________________________________________________________

23. What can we do to make our surveys more user friendly?_____________________________________________________

____________________________________________________________________________________________________________________



Thank your so much for filling out our survey. We value your opinions and suggestions. We hope to use these opinions and suggestions to better serve your transportation needs.



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Below is our website survey. This survey will help us improve our website.

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Washington County Rural Public Transportation

A Division of Educational Center for Independence, Inc. (ECI)

234 Hearn Drive

Chatom, AL 36518

Office (251) 847-2970 ext. 22

Fax: (251) 847-2971

Email: eci@Millry.net

www.washingtoncountyruralpublictransportation.yolasite.com

Website Survey

 The following survey is being conducted to gather information to better improve our website. Please fill out the survey below and send to 234 Hearn Drive, Chatom, AL 36518, email to : eci@millry.net, or fax to 251-847-2971. If you have any questions, please call 251-847-2970 ext.


1. What is your opinion about our website-www.washingtoncountyruralpublictransportation.yolasite.com?

____ Excellent

____ Good

____ Fair

____ Poor

____ Not Sure

Please give reason for your answer:______________________________________________________________________________


2. Do you think the information that is on the website is clear and adequate or need improvement?

____ Adequate

____ Needs Some Improvement

____ Needs Much Improvement


3. Was the information on the website easy to view and find ?

____ Very Easy

____ Easy

____ Somewhat Easy

____Somewhat Complicated

____ Complicated

____ Very Complicated

Please give reason for your answer:_______________________________________________________________________________


4. Tell us how we can improve our website and the information provided to the public. ________________________

____________________________________________________________________________________________________________________


Thank you for completing the survey. We value your opinions and suggestions. We hope to use these opinions and suggestions to improve our website.