days dot because of these incidents, we have been able to identify the causes at the same time working to solve the problems. chairman nolan: thank you very much. mr. heinicke? irector heinicke: i have been talking to the other writers -- riders about that, so think you for confirming that that has not been the case. in the past month, we have had an inordinate amount of disruptions, and this is a problem.

why this has happened in the last two months as opposed to others, while it is no doubt in imagingystem or that system uses is a part of this, what i am hearing is it is really three issues, all of which i think you have dentified a fx fr. ä" drector -- dieto for: te ree ths ta case some of the dly,incldin the disturb e blo and the failu hv od -- i hn we hve we do ägo ras f wa the sue are. we have m lt of progress in solving them. we need to continue that. i am cautioning you about drawing a line.

the last two onths, it is not your imagination. there have ben, in ct, more of these pes. some of them have been building, so, for example, the remedy for the sanderholtz a the reprogramming of e softwar have been in the works for 18 to 24 months, so i thinkthe good news there again is that the core foundation of the automatic system is doing what it is supposed to do. the cause of these things, basically the interactio between the vehicles -- right now, the of the thing i would point out, and some of these is good news, we have scheduled 114 vehicles. depending on the day of the

week, 103 or more, and part of this is giving some overhaul, so because of all this is that we analyze these particular incidents, and this is the kind of rail system that requires day-to-day, constant attention -- director heinicke: i understand that, and i do not want to interrupt you, but the riders i encounter every day, the email me, want to know if this system is crumbling and that we will have to expect more of this in the months to come, where was september and october an

aberration, in part because of problems he started in november and december of this year and be better than it was in september and a code of this year? -- and october how this year index >> i will stretch her here, and here is why i think that it will be better. we did not talk about this part of. and do not mean to sound -- apartment. and -- pardon me. i am working with this on a day- to-day basis as well. for most of september and october, here we come out like everybody else around here, have enjoyed the rides around here. we put on extra service for a whole month we did not expect to

have. we are happy to have provided the extra service. we think we did pretty well with all the extra service with the same number of cars, for example. but we get a little bit of a break in the next couple of months with a. the other thing is we should have the benefit of the bottom of h tnit onto problem -- the benefit of another month of the trend in down very aggressive with. -- of that trending down very aggressively. we can get that into the system. the other thing i would like to give a plug for that is going to have an impact is that the investment that we made with our funds in the management side of the technology -- funds in the line

management side of the technology -- and these are some of the other things we are going to be moving on as some of the key structures that have also contributed to a couple of delays. justice to the, we had a discussion about moving elements of the church project, particularly the switches, and moving up forward, which i think of with indifference to the system. >> thank you for updating us on the day today. >> i have one quick question, mr. harrison. you mentioned we have completed the most recent retrofit in mid- october. he said we have had other failures in the last nine days. where these cars that had not been retrofitted? >> i have all been retrofitted. -- they had all been

retrofitted. we are looking at that. we need to know if the fix in these places -- was if the device itself, or was there something the maintenance people were not following in the maintenance protocol? that is the reason that i am qualifying declaring victory on the sound of all -- the sandoval spot until we get that analyzed. we have to look at the one because it has been a longstanding issue. >> thank you very much. >> anything else? >> one last issue and that will conclude my report. i would like -- virginia harmon, the deputy chief, and

myself provided a report of discriminatory acts throughout the municipal system and we are happy to talk about how that a truck through -- they are tracked through sfpd and the way we try to work to prevent recurrences. >> and i know it is late and i will try to get through my presentation quickly. please do not hesitate to interrupt me. i manage the equal opportunity office for the lehigsfmta. deputy chief murphy provided you with an overview of hate crimes on muni, and i want a broader overview of the complaints we see from members of the public as we provide services to them. the first slide provides an overview of the presentation.

first, we will talk about it since -- incidents, what they consist of, tracking statistics, and preventative measures. as an agency required to comply with state and local laws, which have been discriminating against -- we are barred from discriminating against pathan, classes. it prohibits discrimination on the basis of state, color, national origin, economic satus, disability, and numerous other categories including age, a partner status, marriage status, gender identity, sexual orientation, sexual harassment, medical position, at age of the

status -- a whole list of them. -- hiv status -- a whole list of them. this presentation is not intended to cover or to provide a forum for discussing the validity of any form of discrimination. that is important to state. this covers the couple of allegations that we receive. second, it does not cover complaints of disability discrimination. those are handled through a separate process and through hearing officers. third, it does not cover internal complaints of discrimination filed under equal employment opportunity laws and by employees and applicants. service system complaints are received at the agency through 311 and are entered into the

system for passenger service reports. bias complaints are broken down into three categories, aea, title vi, and other discrimination. those are forwarded to the relevant departments for follow- ups. corrective action -- they take corrective action. the first slide contains striking statistic information. between january and october of 2010, we had 321 complaints making an allegation of bias her out of 22,000 complaints. this represents 1.5% of our total complex. that number is relatively small when you consider the number of complaints -- the number of

orders we have annually 3 -- the number of boarders we have annually. over the coming months. we received 175 title 6 complaints and 146 other discrimination complaints. this does not include disability discrimination complaints. as a side note, the crappies system shows that over the same time. -- the trapeze system shows that over the same time -- and the same type of complaints received. some were allegation that an nsf mta -- sfmta employee mistreated a passenger. others are that a passenger mistreated another passenger.

the complaint is in essence one that we have failed to act in an incident of bias. it is important for us to monitor these complaints and because these and passenger incidents made the precursors to hate crimes chief murphy discussed the last board meeting. , we received 302 compliance -- complaints of his connecticut against passengers. -- complaints of discrimination against passenger. we received the highest number of race discrimination complaints, which could be racial slurs, profanity, denied, service, or mistreatment. the highest number of complaints we receive our age discrimination complaints received from seniors that they

have been subjected to poor treatment on our vehicles, even passing them, up, giving them in sufficient time to board, closing doors of for the board, and not giving them time to secure their safety. we see complaints from parents with children. these are primarily from women with children. again, we hear complaints of being passed up, not being able to board safely. a couple of parents have alleged that the board has it -- but the doors have closed and the children have lived -- have been left behind on the vehicle or the street. this may not be too surprising to those who are on the system and who know of the famous policy and balancing safety considerations and the difficulties women and the children may have.

the next slide provides a eighth account of the 19 complaints of passenger-on-passenger allegations of a race discrimination, followed by sexual harassment. finally, i would like to provide a quick overview of our ongoing preventive measures. first we need to state our commitment to providing discrimination-i service and assuring the public is fully aware of the complete process. we need to know what is going on a curious if the public knows the can complain -- we need to know what is going on. the public should know they can complain. employees should know about using the proper language of work. statements this of a clear reminded us the use of profanity and racial slurs at is unprofessional and him, he --

and offensive. sexual ahead -- social commentary and racial slurs are not permitted. who will continue to focus on providing anti-bias training. new officers will receive periodic follow-up training. the supervisors and employees will receive ongoing training regarding responding to incidents, customer service, and employee discipline. we will continue to monitor these complete patterns to find the need for corrective measures as an agency and with this but to employees. i think that covers my report. if you have any questions, and will be happy to try to answer them. >> members of the board, and the questions? >> i think in your excellent report you cover he employees

and passengers, but it does not cover the passengers. >> it does not cover specifically how we respond to a passenger-on-passenger incidents. the boy down is there. -- the breakdown is there. slide 7 recovers passenger-on- but passenger complaints. received 19. -- we received 19. preventive measures are part of the training that will be offered to superintendents and training for responding to incidents. >> this is only available if a person files a complaint. does the driver of a report the incident? a, >> -john may be able to respond to the specific with.

-- john may be able to respond to that specifically. >> if a fight breaks out and the break it up, but the report it? >> that is correct. these of the complaints that come to us from the public through 311. >> thank you very much. >> that concludes my report par. >>thank you very much.

oh, my! haa ha ha! ha hha ha! [snortg]