Tag: 2026-09-28

SacRT hiding customer service information

Dan AllisonLeave a comment

Update: Staff said that the 3.1 presentation was not available on the board documents page, due to a website upload issue. It still is not there. It was, at some unknown point, available in the agenda combined file, so I extracted it and linked it in the agenda post. Henry Li said that this will not happen again, and that the document will normally be provided at the time of the agenda release along with all other documents. However, this has not happened in the past, and I have doubts about it in the future. There will be more to be said about this agenda item, along with a report on the meeting.

Three hours before the September 28, 2026 board meeting, agenda item 3.1 ‘Customer Service Response to Feedback and Comments’ staff report still has no content, and no presentation has been made available. This is not accidental. Over the period of time since this agenda item was added to the board agenda (July 2025), only once has the staff report and presentation been made available at the same time as the rest of the board agenda. Several times the item has been added during the board meeting.

I have come to believe that this is intentional on the part of SacRT staff, to hide the staff report and the presentation from the public until the last minute, so that the public and advocates do not have the chance to review the documents and formulate a response. Even though the presentations usually gloss over issues, and present ‘solutions’ that are often fabrications, these are still an embarrassment to SacRT. Of all the issues that come before the board, this is the most critical, or perhaps equal with the budget. SacRT exists to meet the needs of riders and the public. When the public, and advocates, are unhappy with the service, SacRT is failing. And it is failing with disturbing frequency. A problem cannot be solved until it is admitted and identified. SacRT does not seem interested.

The agenda for this meeting is at: SacRT Board 2026-09-28

This issue is related to the location of customer service within the staffing structure of SacRT, and it must be moved elsewhere, out of security and safety (law enforcement): SacRT: move Customer Satisfaction

SacRT Board 2026-09-28

Dan Allison2 Comments

The SacRT Board will meet on Monday, September 28, 2026, starting at 4:00 PM. The simplified agenda is below, with selected documents of interest to me, linked.

As usual, the staff report for item 3.1, ‘Customer Service Response to Feedback and Comments’ contains no information nor presentation. This delay in making information available to the public is intentional, to make it more difficult for the public to review and comment on this item. Three hours before the board meeting, 1:00 PM on Monday, September 28, item 3.1 ‘Customer Service Response to Feedback and Comments’ is unchanged, still no real staff report or presentation. The presentation was available in the combined agenda at the time of the meeting, but was not and still is not available in the agenda item. It has been extracted and linked below.

It is unknown at this time whether a policy response on zero-tolerance, strollers, carts, and bicycles will be presented, but if so, it will not be for board decision. There are many policies not for board decision, but given the immense controversy that resulted from the staff-implemented zero-tolerance policy, this is an appropriate policy for the board to address and decide upon.

SacRT has added a ‘public participation‘ document, which addresses remote participation and comments. Comments in person and via email remain the same, as explained in the agenda.

I may have comments on agenda items between now and the board meeting.

Agenda (pdf)

  1. PLEDGE OF ALLEGIANCE
  2. CONSENT CALENDAR
    • 2.1 Motion: Approval of the Action Summary of August 24, 2026
    • 2.2 Resolution 2026-09-112: Approving the Settlement Agreement and First Amendment to Contract for ADA Paratransit Scheduling, Dispatch and Eligibility Software as a Service with HBSS Connect Corp.
    • 2.3 Resolution 2026-09-113: Conditionally Approving the Contract for On-Call Alternator Rebuild Services (Niehoff) with Kirk’s Automotive Incorporated
    • 2.4 Resolution 2026-09-114: Approving the First Amendment to the Contract for Real-Time Train Information System (Computer-Aided Dispatch/Automatic Vehicle Location) and Dynamic Message Signs with Hitachi Rail CD U.S. LTD. Formerly Known as Clever Devices LTD
    • 2.5 Resolution 2026-09-115: Second Amendment to the FY 2026 Operating Budget
    • 2.6 Resolution 2026-09-116: Formally Consenting to and Supporting the Establishment of the Sacramento Area Council of Governments and the Sacramento Regional Transit District as Dual Designated Recipients for Applicable Federal Transit Administration Formula Funding Apportioned to the Sacramento Urbanized Area
    • 2.7 Resolution 2026-09-117: Approving the Five-Year Agreement for Peace Officer Assignment with the County of Sacramento Sheriff Department
  3. UNFINISHED BUSINESS
  4. PUBLIC ADDRESSES BOARD ON MATTERS NOT ON THE AGENDA*
  5. NEW BUSINESS
    • 5.1 Resolution 2026-09-118: Approving the Temporary Appointment of Future Retired Annuitant Priscilla Vargas
  6. GENERAL MANAGER’S REPORT
    • 6.1 General Manager’s Report
      • a. Major Developments and Updates
      • b. SacRT Meeting Calendar
      • c. Next Stop News
      • d. Semi-Annual Report: EEO Officer
      • e. Semi-Annual Report: Internal Auditor
      • f. Semi-Annual Report: General Counsel
  7. REPORTS, IDEAS AND QUESTIONS FROM DIRECTORS, AND COMMUNICATION
    • 7.1 Mobility Advisory Council Meeting Minutes – August 20, 2026
    • 7.2 Capitol Corridor Joint Powers Authority Meeting Summary – September 16, 2026
    • 7.3 San Joaquin Joint Powers Authority Special Meeting Summary – September 18, 2026
  8. CONTINUATION OF PUBLIC ADDRESSES BOARD ON MATTERS NOT ON THE AGENDA (If Necessary)
  9. ADJOURN