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15 <br />d. How do senior leaders communicate system objectives, <br />action plans and performance measures to achieve <br />organizational commitment? <br />e. What are the system's key performance targets as <br />determined by the last Transportation Development Plan <br />(TDP)/Community Transportation Services Plan (CTSP) <br />plan or last PTD <br />System Management Plan Review? How well has the <br />system reached those objectives/improvements? Were <br />the targets challenging, yet attainable? Describe any <br />barriers or challenges encountered by the system in trying <br />to attain past goals and objectives. <br />B. Customers and Market Focus <br />1. Customer and Market Knowledge <br />a. How does the system determine or target customers? <br />b. How does the organization determine unmet <br />transportation needs in their service area? <br />c. How does the system determine service features and their <br />importance and value to customers? <br />d. How does the system currently market their human <br />service and general public transportation services? Is <br />special consideration given to the design of these <br />marketing strategies in terms of meeting the needs of <br />persons with disabilities? <br />2. Customer Satisfaction and Relationships <br />a. How does the system provide a mechanism for customers <br />to access service, seek assistance and information and <br />report complaints? Include a list of key mechanisms with <br />a brief description. <br />