New Pace panel promises to offer paratransit fixes

Back in March, Pace launched a new service for Chicago paratransit riders with hopes of solving inefficiencies and rider dissatisfaction.

Friday, a task force organized by the suburban bus agency started to explore what went wrong.

Pace's changes hit snags initially when a revamped, ride-scheduling computer system crashed, resulting in frustration for riders trying to set up transportation.

The agency has rectified the technical issues, but many disabled, city residents are critical of a new zone system that divides the city into three areas. Users have described frustration with trips that take hours. There also have been multiple complaints that the drivers picking up riders are untrained and are unfamiliar with the city.

Agency officials said on-time performance has shot up since the reforms were instituted in late March.

But as frustrations continued to mount, Pace Chairman Richard Kwasneski created a "blue ribbon" committee including people with disabilities and representatives from agencies that serve them as well as state and local officials.

"We've had some successes and some failures," Kwasneski said Friday during the group's first meeting in Chicago. "I'm personally disappointed in our contractors."

But rumors that the committee would do nothing "couldn't be further from the truth," he said.

Members will be asked to evaluate paratransit operations, customer service and make recommendations.

"If it means revamping all we've done, we'll take that into account. But we're not changing things just for the sake of change," Kwasneski said.

Some disabled riders rallied before the meeting started, calling for greater representation on the committee. They wore purple ribbons to signal opposition.

"Our voices are going to be heard," said Sharon Lamp of Des Plaines.

Lamp, an appointee to the panel, acknowledged that "the computer situation in great part has been resolved. Some contractors are getting up to speed. But we're still hearing horror stories in Zone 1," she said, referring to the south side of Chicago.

Alva Rodriguez of Aurora, another committee member, noted, "We believe most of the people on the panel have jobs and are in charge of agencies serving the disabled. Instead of going to the consumers, they're going to the providers."

But Rodriguez said she had hopes of a positive outcome.

"We're trying to get more people to communicate with each other instead of (laying) blame," she said.

Friday's morning session was mainly a chance to get organized. Future meetings are scheduled for July 14 and Aug. 12.

Pace took over paratransit service for Chicago residents in 2006.