Actually have Accurate Information on the boards . We will have to come back to that. That would be great. You said you also communicated through social media. Can you tell me about that, please . We have customer Information Officers that are in our control center, so they are basically on the pulse of what is happening. They are the ones who send out alerts. We have the next best cyst next bus system for folks who have submitted emails, and as well as posting and responding to feedback on twitter. Is there actually an email address that people can use to communicate with the Operations Center . Yes. You can sign up for an alert on either multiple lines or the line that is specifically affecting you. When there is a service disruption, you get dinged with information. Right. And you said you communicate via twitter. Can you talk about that . What is your question . How do you put messages out on twitter . We put messages out through the email alerts on our website on the next best and on twitter. In order to communicate realtime with your operations when someone dials 311, they dont actually get the Operations Center, do they . No, but we are also in constant communication with 311. There are times, particularly if there is 311 operators do have direct access to the control center. Is that a new development or has it always been the case . It has always been the case. For example, we have had instances where a child get separated from a parent and they would call 311 and that is immediately connected to our control center. What if someone calls 311 and says i have been waiting for a bus for a half hour, can you tell me what is going on . They would look at the same alerts with that we are posting online. But they dont see what they see in the Operation Center , they just see the next bus, correct . Yes. If the next bus is not accurate, they would see dicken information . You said you are constantly monitoring data that is based on the realtime movement of the vehicles. I was talking i was not talking about realtime data. We do that, as well, what i was talking about looking at trends related for reliability, crowding, ontime performance. About 5 of runs are still missed due to driver shortages every day. What is the frequency with which it is always the same run . Is it spread out, and do you do something to make sure that if, you know, the 7 00 a. M. Bus doesnt run one day, they make sure you pick it up the next day not necessarily. For example, if a run is not signed on at a sign up, it might not be filled. That could repeat over multiple days . It could. We do drive buses to make sure we are not missing two runs in a row, again, to avoid a big service gap. Aside from phones or, you know, handheld devices, and i guess the boards and the shelters, that is kind of the only way that people can be made aware of disruptions or delays in the system, correct . Without calling 311, yeah,. Okay. Two questions. The first is, in what neighborhood do you have repeat days of delayed service due to operator shortage or other circumstances . We have operated delays daytoday. Youre talking where those are happening. Tell us about which neighborhoods are that the situation arises in. I dont understand the question. Every route in our system is currently impacted by some small amount of service. So our concern, as a Human Rights Commission, is to make sure there is lance of equity equity and inclusion that is applying to all kinds of city services. From munimobile, to other things we are concerned with making sure that there arent marginalized communities that continue to be marginalized with compounding problems. So it would be helpful to know, since you collect data on where these things are arising and it would be helpful for us to be able to assess whether this is continuing to negatively impact day after day. I would be happy when we come back in october to share what our statistics are by route and also which neighborhoods they go through. It might give you a better sense of what youre asking. The second question is, what percentage of your workforce will be retiring in the next five years . Ill be happy to provide that as well. Because we have been doing extensive hiring, our overall operator median age has reduced, but i would be happy to bring you that information. Similarly then, would be helpful to see information on the diversity of the workforce that is going through the pipelines, through the classroom training that you are bringing in, and how that relates to the aging part of the workforce, the other end of the line. Okay. So i dont think there is a San Francisco meeting take a her a life that has not experienced being stuck in a tunnel. And while we know what we know about getting kept in tunnels, it disproportionately impacts lowwage shift workers who may or may not have the ability to arrive late to their job. And often times there are penalties or loss of job. So im just curious to understand how you are thinking through increasing accessibility within the tunnels, and what is the plan for wifi and connectivity so that if you are stuck in a tunnel, you have the ability to notify your employer, your loved ones, because as we know, the most marginalized communities have the least amount of flexibility with their schedule. Bart is working on a cellular conductivity project that would go through the entire munimobile metro tunnel. It is a fairly extensive process i believe it has almost a two year timeframe, but i think that would get at the issue that you are speaking to. When did the two years start . It hasnt. Is the same true for wifi . We dont have current plans for wifi. Why not . I think because cellular is a more universally accessible system. Is there any provision in the new tunnel of wifi or cellular . I would have to find out. I dont know. The tunnel that you are building right now, the brandnew one . I dont know. Okay, i think the first thing i am concerned about is we really do still have a visible divide, and so this reliance upon a cell phone itself is inequitable. If you are only communicating that no bus is coming, more than likely, beyond half an hour, right, and you are only communicating that to people who have access to your website or to dial 311 or 511, or if they are lucky enough to actually have a next bus sign in the shelter. The bus stop that is near me doesnt have that and the number of the bus, it has been vandalized. It has been for a couple of years that it hasnt been fixed. What is the location . We will get it fixed. I can tell you that privately , right . It hasnt been for a couple of years. If i dont have a phone and i want to know when the bus is coming, and i dont know what the number is, how would i get that information . Im concerned about that. Im concerned about the driver shortage, and do you have supervisors and others who are filling in, is that possible . Have you brought back retirees, i mean theres a lot of things that can happen, and also in terms of outreach in the greater bay area for prospects, and what kind of training, in addition to these classes. You talked about the pipeline, what does that look like . And then finally, i am concerned about the cellular wifi, what is more accessible et cetera, and you relying upon the bart system to include Cellular Service in the munimobile metro tunnels. I dont know that thats really enough, and so in terms of budgeting and asking the city, and that sort of thing, this has to be on the agenda, and on the greater agenda because i dont think cellular is more accessible than wifi, and the city has provided Free Wifi Service in various locations, so i am concerned about that, as well. When you report back, i would like answers to those three areas of concern. Thank you. Before i recognize another commissioner, let me roll off of that a couple of thoughts. I am more fortunate than many in the city in terms of things that are accessible to me, but i have had, as has everyone, frustrations with munimobile. I can tell you that when you call 311, you dont get feedback from anyone who has any direct communication with the control center. What you get is someone looking at the same next bus advisory or next bus prediction that i look at my phone because i have a phone. I also do communicate with munimobile on twitter. I happen to have a twitter account. I happened to be okay with the whole world knowing what can occasions im having, where im getting on, where i am waiting for vehicle by myself, and maybe where i am waiting for a vehicle late at night, but one has to buy into that and be willing to do it to even have the direct interaction with the control center, as far as i understand. I dont think that is right. I dont know what the solution is. I understand that somewhere along the line someone had an idea that communicating with twitter would be cool and were here in San Francisco and theres a lot of people on twitter, but the people who are most reliant on your service arent, and the people who are most vulnerable in our community are probably not the most interested in logging into a Public Network and a public social Media Network to talk to munimobile in a way that doesnt ever go away, about where they were, where they were going, and what theyre waiting for, and what information they want. I dont know what the solution is. I dont know if anyone has ever said this to you, but i would hope that somewhere along the line, someone would have figured this out because my understanding is it has been a number of years and that has been the primary mode of direct communication. I see the tweets coming out. Thanks for letting us know, you are our eyes and ears out there. That is great, but the people with the eyes and ears are only on the certain routes where people have twitter accounts, and so that is not the communities that we are talking about here. Those people can also, you know, pay to park downtown, were getting uber, or work at home because they have wifi and they can work at home and their employer will say that is okay, so i dont know if i have misconstrued anything, if i have misunderstood the use of twitter , if i have misunderstood have the call center works, do you want to comment on any of that . I think it is good feedback. The twitter is the primary way we are doing realtime bottle away communications. We do rely on 3114 a lot of people that submits complaints or concerns and were able to follow up and track that, but that is not the realtime back and forth. Even the twitter people will tell you that if you want to make a complaint you have to fill out a form and you have to do that through 311. It is not an instant process. Im listening to all this and struck by the fact that we are one of the most innovative cities in the world. There is rarely a problem that we have not set ourselves to solve that we havent been able to solve four, and yet i am concerned that the same level of innovative thinking and creativity that is causing very grave problems that exist in sfmta and the level of creativity and m. T. A. And innovation isnt being applied. Without that application, im increasingly concerned that people are on the losing end of the stick and they are most desperately reliant on the sfmta so what i would also i would love to hear first of all, do you have an Innovation Committee or an Innovation Council that helps you think creatively on how to solve some of these really Serious Problems that disproportionately impact the marginalized and underrepresented, and if not, when you come back in october, i would love to hear thoughts on how you might go about doing that. Thank you. We are currently working with a committee that is cosponsored by the marriages office, supervisor peskin and supervisor mandelman, working with Industry Leaders to look at some of the hard munimobile problems that you are talking about. I think it does lend some innovation. One of the things that we didnt talk about is this Customer Experience among other challenges, organizationally, the Customer Experience that fits in many different spots within our organization. I dont think it is as holistically stitched together as it could be, so that is one of the things we have been getting input on. We do have a pretty incredible staff working through very tough problems, but we dont have anything called an Innovation Committee, per se,. Do we have other questions or comments . I suspect this isnt something you can answer now, but maybe you can bring this back when you bring back the other list. Is there a metric, like an overall of ontime operations . Do you have a score, like a number on any current date, or do you have to go by line or by area, or Something Like that . You say we are 87 today . We track our ontime performance systemwide and down to the threequarter mile segment of a route. Do you give yourself a daily score percentage or monthly for the month of august and what it was . I cant. Our ontime performance has been fairly consistent. I would say fairly low, but by low you mean not ontime . Not ontime. Do you know what that number is . I apologize, i dont. I would be happy to bring that back. I would be happy to know any specific date going back three years, because, again, as a new is a munimobile writer who has other alternatives, i am witnessing the degradation of a commute that used to take me 25 minutes now takes about 45 reliably, which is another 25 minutes, that is 50 . I wonder if that can be extrapolated over the entire system and if munimobile is 50 worse for 50 less ontime today than it was before the tunnel. I would be happy to share all that information. Thank you. Last one, i promise. Do you maintain Service Level agreements with your stakeholders at the city or Service Level agreements about average commitments to ontime rates or service rates, any standards that you hold yourself accountable for in order to hit certain metrics . We havent ontime performance and a Service Delivery targets that are established in the charter. We are not currently meeting them, but i will include those targets when i come back. What i have ive also been doing , because munimobile has its challenges, but we also need to break them off into bitesize pieces. We have been creating ninetyday plans that create an implementable achievement that stretches achievements through the system and targets incremental performance targets, as well. I will sure that when we meet, also. I would love to understand what is in your charter, and how you performed against that charter over the last 12 months. I want to acknowledge that you probably have one of the hardest jobs, and god bless you. I could never do this job. Thank you for your service, but i also want to acknowledge that it is staggering to me that you dont know off the top of your head what youre ontime rate was for the month that just ended. In my view, and i only have a very rudimentary understanding of transit, but it is perhaps one of the most important metrics that someone in your role could no. As i said, i am reviewing performance daily, i dont want to, in a public setting say it is 59 when it was 57. I dont want to give the impression that we are not running a very data oriented operation, because we absolutely are. That is fair. Thank you. Thank you. I will piggyback on what he just said, you are here and that says a lot and you are listening, and i have had other experiences with you and other contexts in the city, and i saw julies name on the agenda may said, we will have someone here who is actually listening and will process this, which we appreciate. Having said that, i think it is clear there is a lot to process. I thank you will hear now from the Community Something to learn from and something you can take back from want to thank you for doing your job and sticking with it. I was going to say, before we open it up to Public Comment, that i do think about ways when you do have such a hard job, and we do serve so many communities. How we actually solicit feedback from those communities who cant just come to city hall, as easy as it is for most of us to take munimobile, and it furthers the delay. I would love to know come october, and i understand you are coming, what m. T. A. Does reaching out to the Diverse Communities with regular outreach meetings, and what more can be done, and maybe see ways that the Human Rights Commission can also solicit feedback from communities that may be not as a gauge, though they depend on m. T. A. For so many for their daytoday services, that maybe we can find ways to engage and get the right feedback. Ill be curious to see what m. T. A. Does in terms of Public Outreach and engagement and what more we can discuss and do come october to reach those communities. I would be happy to. As a quick summary, we try to meet people where they are at. Sometimes that is a vehicle, sometimes that is an intercept in the sidewalk, sometimes it is partnering with Different Community groups that have built in relationships with stakeholders, but the Human Rights Commission is a tremendous resource and you all represent stakeholders and having your input and having a partnership would be tremendous, it would be fantastic. With that, we will lose a quorum in a minute. The meeting will and the meeting will end, the listening wont, but we appreciate you staying. I believe she will be here through the duration, and i have Public Comment cards now. I know there are some invited speakers here. Momentarily we will lose our a quorum, but we will continue the discussion. I wonder, can we move the tape on him so we continue to get a transcript . Even though we wont be in session . Thats great. With that, we have i have a bunch of cards, but the next item on the agenda is invited speakers. [please stand by] we hold meetings in the communities. We are happy to Work Together that way. We appreciate the openness of m. T. A. And the willingness to Work Together. We look forward t