REVISED
Board Box
NOVEMBER 30, 2015
ITEM
1.
BOARD BOX ITEM
RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR
NOVEMBER 2015
STAFF
A. COLAIACE
PAGES
2
2.
OUT OF STATE TRAVEL UPDATE FOR OCTOBER 2015 C. MOTTA
3-4
3.
NEW EMPLOYEE UPDATE
F. MOSELEY
5-7
M. GREENWOOD
8-9
4.
5.
SAFETY UPDATE FOR SEPTEMBER 2015 – REVISED
ITEM
RECAP PROCEEDING OF SEPTEMBER 28 , 2015
BOARD MEETING, OCTOBER 15, 2015 SPECIAL
MEMBERSHIP MEETING AND OCTOBER 27, 2015
SPECIAL BOARD OF DIRECTORS MEETING
D. CISCO
10-12
6.
UPDATE ROLLING BOARD AGENDA CALENDAR
F. JEWELL
13-14
7.
KEY PERFORMANCE INDICATORS SEPTEMBER 2015
M. THOMPSON
15-21
8.
FINANCIAL REPORT FOR SEPTEMBER 2015
H. RODRIGUEZ
22-37
9.
EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2015
M. GREENWOOD/S.
KELLEY/D. FOSTER/S. WRENN
38-43
M. THOMPSON
44-56
10. OPERATIONS REPORT FOR SEPTEMBER 2015
BOARD BOX ITEM #1
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND
GOVERNMENTAL AFFAIRS
RE:
RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES
Federal Legislative Activities: Since the beginning of the year, Access staff, Board
members and our community partners have been working with our Congressional
representatives to allow Access to keep its current coordinated fare system.
We are pleased to report that, on October 22nd, the House Transportation and
Infrastructure Committee approved a multi-year surface transportation bill that
included an amendment by Representative Grace Napolitano (D-Montebello) to
authorize any paratransit system currently coordinating complementary paratransit
service for more than 40 fixed route agencies to continue using an existing tiered,
distance-based coordinated paratransit fare system.
The bill subsequently passed the House of Representatives on a bipartisan vote of 363
– 64 and is now being conferenced so the House and Senate can work out the differences
between their two bills. Once an agreement is reach between the House and the
Senate, it will then go to President Obama for his signature.
We will continue to closely monitor Congressional progress on this issue and would like
to thank Congresswoman Napolitano and the entire Los Angeles County Congressional
Delegation for their support.
Local Legislative Activities: Access Services staff recently attended the Millennium
Momentum Foundation, Inc.’s 12th Annual Opening Doors Awards Event. Executive
Director Shelly Verrinder accepted the 2015 Agency of Opportunity Award on behalf of
Access Services. The Agency of Opportunity Award is bestowed upon an agency that
has achieved distinguished results in service delivery and demonstrates a significant
commitment to provide professional opportunities for residents from communities
served by the agency. Glendale Mayor and Metro Boardmember Ara Najarian introduced
Access Services and presented the award.
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
2
BOARD BOX ITEM #2
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT
RE:
OUT OF STATE TRAVEL UPDATE FOR OCTOBER 2015
The following is a list of out-of-state meetings for October 2015.
Women’s Transportation Seminar International
Washington, DC
October 19-21, 2015
The below mentioned Access Services staff member traveled to Washington, DC for the
Women’s Transportation Seminar International, Mid-Career Leadership Training. The
training offered the opportunity to learn strategies and techniques that will assist in
leadership and in the transportation industry.
Fayma Ishaq, Project Administrator of Operations
2015 Tableau User Conference
Las Vegas, NV
October 19-22, 2015
The below mentioned Access Services staff member traveled to Las Vegas, Nevada for
the 2015 Tableau User Conference. The conference hosted over 10,000 attendees, and
featured workshops on a number of topics including calculations, forecasting and
dashboard design using Tableau software.
Melissa Thompson, Data Analyst
Dynamic Fare System Meetings
Washington, DC
October 28-30, 2015
The below mentioned Access Services staff members and Board Chair, traveled to
Washington, DC, for meetings with the Los Angeles County Congressional Delegation
and other legislative staff in the U.S. House and Senate to discuss FTA concerns with
Access Services’ fare system.
Shelly Verrinder, Executive Director
3
Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs
Doran Barnes, Access Services Board Chair
4
BOARD BOX ITEM #3
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, HUMAN RESOURCES
RE:
NEW EMPLOYEE UPDATE
New Employees
There were three new employees hired at Access this past month.
Bruce Frink joined Access Services as Senior Manager, Financial Planning & Analysis. In
this role, he will be responsible for overseeing the daily operation of general accounting
and auditing which will include preparing cash flow projections; reviewing the annual
audited financial statements and tax returns which were prepared by the contracted
accounting firm before being finalized; and performing various special assignments. He
will be responsible for reviewing the monthly financial statements and detailed
schedules of balance sheet accounts to ensure that adequate accounting data is
recorded and compiled for the preparation of internal financial reporting; analyzing
variances on actual versus budget amounts; and verifying the accuracy of the FTA
schedules for the grant drawdown in the TEAM system. He will ensure completion of
records for present and past operations, trends and costs, estimated and realized
revenues, administrative commitments, and obligations incurred to project future
revenue and expenses for the short term and long term business plan for LACMTA. He
will coordinate and oversee the preparation of schedules and supporting documents for
various audits and regulatory reporting compliance. His direct reports will include Rene
Arrieta, Jose Gonzalez and Victoria Moore. Bruce will report directly to Hector
Rodriguez, Controller.
He comes to Access with more than 20 years of experience. Prior to joining Access, he
consulted for a number of clients including Nexon America, Inc., United Talent Agency,
Time Inc., Prime Focus Entertainment, illy Coffee, Smart Living and Guthy-Renker. He
was previously an Operational Finance Consultant with Universal Studios Hollywood
Theme Park and an Executive Director, Operations/ Finance with Walt Disney
Studios. His previous transit experience includes serving as Western District Controller
with Coach USA Transit Services where he directed all financial and accounting
operations for the multi-location $60MM Western Region, including site consolidations,
general accounting, monthly close, payroll, planning, budgeting and forecasting. While
there, he established operational and financial controls for two start-up contracts. He
was a Multi-Unit Restaurant Operations Manager and Finance Manager for YUM! Brands,
Inc. (Taco Bell, Pizza Hut, KFC).
5
Bruce earned his MBA, cum laude, in Finance/Accounting form Anderson Graduate
School of Management at UCLA and his B.A., cum laude, in Sociology from Asbury
College in Wilmore, KY. He is fluent in Spanish (speaking/writing).
Travis Fountain joined Access Services as a Road Safety Instructor. In this role, he will
be responsible for on-the-road monitoring of driver, passenger and vehicle safety and
risk management activities of contracted paratransit operations. He will conduct
accident investigations and monitor provider accident investigations, monitor safetyrelated issues in the field for investigation and resolution, coordinate lost passenger
activities in the field and conduct safety evaluations for passenger pick-up and dropoff locations including stands. He will also be responsible for conducting vehicle safety
inspections, and when appropriate, ordering unsafe vehicles out of service and
coordinating risk management requirements with our providers. Travis will report
directly to Alex Chrisman, Senior Road Safety Instructor.
He spent the past 4.5 years with Global Paratransit as a Road Supervisor ensuring that
we have a safe environment for our drivers and customers by conducting accident
investigations, utilizing Smart Drive systems, conducting site evaluations, completing
road supervisory agent reports, taking photographs on scene and administrating drug
tests when deemed appropriate. He began his career with Yoplait in Shipping &
Receiving where he completed inventory to hold both shipping and receiving parties
accountable for incoming product.
Travis is a Job Corps Graduate with Home Builders Institute and graduated from Locke
High School where he was the Captain of the Football Team. He is TSI Certified and is
a certified Forklift Operator.
Josh Southwick joined Access Services as a Marketing Coordinator. In this role, he will
be responsible for coordinating communication/marketing programs and other
initiatives for Access Services. He will serve as the central point of contact for all
Agency communication/marketing initiatives and oversee the consistent and
professional implementation of the Access brand across all public-facing materials,
including the Access website. Josh will write, edit and design communication/
marketing materials for internal Agency customers; coordinate and monitor work by our
marketing consultants (i.e., including designers, photographers and printers) and will
oversee photo shoots for Access communication/marketing purposes. He will ensure
that contracted work is done on schedule and in accordance with the terms of the
contracts. Under management supervision, he will write and produce presentation
materials for meetings with internal departments, transit agencies, partner
organizations and civic and community groups; assist with the development of collateral
marketing materials; and prepare and distribute information regarding Access Services
including literature, current transit activities, advertising and display materials. He will
also work with other Access staff in preparing project specific communications and
promotional items. Josh will report directly to Andre Colaiace, Deputy Executive
Director, Planning & Government Affairs.
He has over 7 years of experience in the public transportation system working as a
Photographer with the Communications department at LACMTA’s Metro Design
Studio. In this role, he managed the workflow and completion of photography
6
assignments; worked closely with the Communications group to achieve successful
images for publicizing materials and records; fulfilled photography requests outside of
the agency for image use and licensing; collaborated with network administrators to
maximize efficiency of the image database; and built and maintained the photo
equipment library. He has served as a Freelance Photographer for the past 9 years
working with such clients as Access Services, Ventura County Transportation
Commission, Popchips, POM Wonderful, Wonderful Pistachios, Metrolink, VETSGO511,
Arab Chamber of Commerce, APTA, YMCA, and ACI/Frangkiser Hutchens. He was the
Owner and Operator of Porter Gallery; an Intern with LACMTA’s Metro Design Studio
and began his career as an Assistant Photographer and Portrait Retoucher with Brett
Pruitt Studios.
Josh earned his Bachelor of Fine Arts in Photography from Cal State University Long
Beach and an Associate’s Degree in Photography from Palomar College. He is an
Instructor with New York Film Academy where he teaches an advanced level Photoshop
class to BFA students. He was recognized in Communication Arts, Photo Annual in
September 2009 and won the 1st Place Adwheel Awards/Fare Media, “Go Green” in
2009. His computer skills include Creative Cloud, Photoshop, Bridge, Lightroom and
Premiere.
7
REVISED ITEM
BOARD BOX ITEM #4
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT
RE:
SAFETY UPDATE FOR SEPTEMBER 2015
Key Safety Indicators
Access’ preventable collision rate in September 2015 was 0.59 preventable collisions per
100,000 miles (compared to 0.38 in September 2014). September 2015’s rate was above
the target of 0.50.
The total number of preventable collisions in September was 22, up from 20 in August.
Access’ preventable collision rate over the last 12 months is slightly above the target of
0.50 at 0.56.
Department Activities
In September, the Safety Department accomplished the following:

Two staff members attended a Joint Information Center (JIC)/Public
Information Officer (PIO) workshop hosted by the Los Angeles County Office of
Emergency Management.
8










One staff member took part in the monthly Access and Functional Needs (AFN)
committee meeting that is held at the Los Angeles County Office of Emergency
Management.
Held its monthly Safety Steering Committee meeting with service providers.
Distributed quarterly driver incentive awards to 57 drivers.
Implemented a Road Safety Inspector campaign on driver placards and driver
identification.
Conducted five root cause reviews in response to collisions and incidents.
Conducted one driver retraining file audit at a service provider.
Conducted two early morning pull-out inspections at service providers.
Conducted 20 location evaluations (pick-up/drop-off locations checked for
safety).
Conducted 131 observations and 150 vehicle inspections.
Participated in the Great California Shake Out.
9
BOARD BOX ITEM #5
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON
RE:
RECAP PROCEEDING OF SEPTEMBER 28, 2015 BOARD MEETING, OCTOBER
15, 2015 SPECIAL MEMBERSHIP MEETING, OCTOBER 27, 2015 SPECIAL
BOARD OF DIRECTORS MEETING
RECAP OF PROCEEDINGS
BOARD OF DIRECTORS MEETING
MONDAY, SEPTEMBER 28, 2015
METRO
One Gateway Plaza, 3rd Floor
Los Angeles CA 90012
ITEM
NO.
SUBJECT ITEM
ACTION TAKEN
2
Board Officer Elections
Approved
4
Closed Session/Real Property Negotiation Authority
Approved
6
Review & Approval of Minutes From the Board Meeting
On August 24, 2015
Approved
8-a
8-b
Consideration to Appoint Community Advisory
Approved/On Consent
Committee (CAC) Members and Amend By-Laws
Calendar
Consideration to Approve Reappointment of
Approved/On Consent
Transportation Professionals Advisory Committee (TPAC)
Calendar
Members
8-c
Consideration to Extend Term and Increase Funds –
Approved/On Consent
Telephone Maintenance and Services Contract (AS-3032) Calendar
8-d
Consideration to Renew Agency Insurance Policies for
Fiscal Year 2015/16
Approved/On
Consent Calendar
8-e
Consideration to Amend Scope of Work – Santa Clarita
Service Provider Contract (AS-2602)
Approved/On
Consent Calendar
8-f
Consideration to Extend Term – Mobility Device and
Marking Contract (AS-2853)
Approved/On
Consent Calendar
10
8-g
Consideration to Authorize the Purchase of up to 50
Vehicles for Paratransit Services (AS-3954)
Approved/On
Consent Calendar
10
Consideration of Executive Directors Compensation
Approved
11
12
13
Consideration to Approve Access Services Five Year
Strategic Plan (2015-2020)
Consideration to Extend Term, Increase Funds, and
Revise Scope of Work – Eligibility Determination
Contract (AS-2441)
Consideration to Approve Participation in Los Angeles
County’s Medi-Cal Administrative Activities Program
Approved
Approved
Receive/File
14
Routing Presentation
Presentation
15
Status Update on Metro’s Review of Access Services
Receive/File
RECAP OF PROCEEDINGS
BOARD OF DIRECTORS MEETING
THURSDAY, OCTOBER 15, 2015
BOB HOPE PATRIOTIC HALL
1816 South Figueroa Street
Los Angeles CA 90015
ITEM
NO.
SUBJECT ITEM
ACTION TAKEN
7
Consideration to Approve the Award of a Customer
Service Center Services Contract (AS-3955)
Withdrawn/for a
future meeting
3
Closed Session/Real Property Negotiation Authority
Approved
4
Review & Approval of Minutes From the Board Meeting
On September 28, 2015
Tabled Until The Next
Meeting
11
RECAP OF PROCEEDINGS
SPECIAL BOARD OF DIRECTORS MEETING
TUESDAY, OCTOBER 27, 2015
ACCESS SERVICES HEADQUARTERS
3449 Santa Anita Avenue
El Monte, CA 91731
ITEM
NO.
3
SUBJECT ITEM
Consideration to Increase Authority to Renew Agency
Insurance Policies For Fiscal Year 2015-16
ACTION TAKEN
Approved
12
BOARD BOX ITEM #6
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
F SCOTT JEWELL, CHIEF OPERATING OFFICER
RE:
ROLLING BOARD MEETING CALENDAR
The following are items tentatively scheduled to be addressed by the Board through the
next three regularly scheduled Board meetings.
December 14, 2015
Board Meeting - Metro
Item
Consideration to Approve
Consideration to Approve
Consideration to Approve
Description
Access Rider ID/TAP Card Reimbursement Agreement
Extension
Information Technology Consulting & Services
Contract Extension
Telecommunication Consulting Services Contract
Extension
Consideration to Approve
Board of Directors 2016 Meeting Calendar
Consideration to Approve
Community Advisory Committee Reappointments
Consideration to Approve
Customer Service Center Services Contract
January 25, 2016
Board Meeting – Access Services Headquarters
Item
Description
Telephone and 800 Toll Free Services Contract
Consideration to Approve
Extension
Service Provider Contract Extension – Santa Clarita
Consideration to Approve
Service Region
Software and Maintenance Services Contract
Consideration to Approve
(Where’s My Ride)
Parents with Disabilities Program – Contractor
Consideration to Approve
Services Extension
13
February 29, 2016
Board Meeting - Metro
Item
Consideration to Approve
Consideration to Approve
Description
Service Provider Contract Extension – Southern
Service Region
Service Provider Contract Extension – West Central
Service Region
Consideration to Approve
Software Licensing Agreement (ATBOS) Extension
Consideration to Approve
Software Engineering and Consulting Services
Contract Extension
14
BOARD BOX ITEM #7
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
MELISSA THOMPSON, DATA ANALYST
RE:
KEY PERFORMANCE INDICATORS
The following graphs represent key system indicators for the fiscal year as of
SEPTEMBER 2015. The goal of this communication is to keep everyone informed of the
current service performance level in the field and in the call center.
The operations and customer service teams use this and other performance information
to monitor our performance. Information is also used to determine the level of service
that our customers are experiencing when using Access.
15
Operations Performance
Trips
Budgeted Trips
Completed Trips
300,000
281,891
275,000
250,000
225,000
Jan
Mar
May
Jul
Sep
Nov
Trips represent the total number of completed trips.
On Time Performance
2014
2015
91% Standard
94%
92%
90%
89.57%
88%
86%
Jan
Mar
May
Jul
Sep
Nov
On Time Performance is the percentage of trips that are picked up on time or
within the 20 minute on time window. The On Time Performance standard is 91% or
higher.
16
Late 4
2014
2015
0.10% Standard
0.25%
0.21%
0.20%
0.15%
0.10%
0.05%
0.00%
Jan
Mar
May
Jul
Sep
Nov
Late 4 trips are those picked up 46 minutes or more after the 20 minute on time
window. The Late 4 performance standard is 0.10% or less.
Complaints per 1,000 Trips
2014
2015
6
4
3.9
2
0
Jan
Mar
May
Jul
Sep
Nov
Complaints per 1,000 Trips is the ratio of valid service complaints to completed
trips.
17
Average Initial Hold Time
2014
2015
120 Sec Standard
140
123
120
100
80
60
40
20
0
Jan
Mar
May
Jul
Sep
Nov
Average Initial Hold Time is the average amount of time, in seconds, that reservation
calls were on hold before being answered. The Average Initial Hold Time standard is
120 seconds, 2 minutes, or less.
Calls On Hold > 5 Min
2014
2015
5% Standard
12%
10.1%
10%
8%
6%
4%
2%
0%
Jan
Mar
May
Jul
Sep
Nov
Calls on Hold Over 5 Minutes is the percentage of reservation calls that were
on hold five minutes or longer before being answered. The Calls on Hold Over
5 Minutes standard is 5% or less.
18
Denials
2014
2015
1% Standard
1.2%
1.0%
0.8%
0.6%
0.4%
0.2%
0.00%
0.0%
Jan
Mar
May
Jul
Sep
Nov
Denials are the percentage of trips that were booked more than one hour before
or after the customer requested time. The Denial standard is 1% or less.
No Shows
2014
2015
4.51% National Avg
6.0%
4.5%
3.9%
3.0%
1.5%
0.0%
Jan
Mar
May
Jul
Sep
Nov
A trip is considered a No Show when the customer fails to board or show up to
the scheduled pickup location when the driver has waited five minutes during
the 20 minute on-time window. The National Average for No Shows is 4.51% or
less.
Customer Service Performance
19
CS Average Initial Hold Time
2014
2015
300 Sec Standard
400
300
200
100
90
0
Jan
Mar
May
Jul
Sep
Nov
CS Average Initial Hold Time is the average length of time, in seconds, that
customer service calls were on hold before being answered. The standard for CS
Average Initial Hold Time is 300 seconds, 5 minutes, or less.
CS Average Call Duration
2014
2015
300 Sec Standard
400
300
209
200
100
0
Jan
Mar
May
Jul
Sep
Nov
CS Average Call Duration is the average duration, in seconds, of customer service
calls. The standard for CS Average Call Duration is 300 seconds, 5 minutes, or
less.
20
CS Calls On Hold > 5 Min
2014
2015
10% Standard
25%
20%
15%
10%
7.5%
5%
0%
Jan
Mar
May
Jul
Sep
Nov
CS Calls on Hold Over 5 Minutes is the percentage of customer service calls that
were on hold five minutes or longer before being answered. The standard for CS
Calls on Hold Over 5 Minutes is 10% or less.
CS Abandoned Calls
2014
2015
10% Standard
14%
12%
10%
8%
6.1%
6%
4%
2%
0%
Jan
Mar
May
Jul
Sep
Nov
CS Abandoned Calls are the percentage of customer service calls that were
disconnected by the customer after the first 60 seconds. The standard for CS
Abandoned Calls is 10% or less.
21
BOARD BOX ITEM #8
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
HECTOR RODRIGUEZ, CONTROLLER
RE:
FINANCIAL REPORT FOR SEPTEMBER 2015
Attached for your review are the draft financial reports for September 2015.
Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:









Passengers: 0.9% under budget
Contract Revenue Miles: 2.9% under budget
Trips: 1.3% under budget
Completed Eligibility Interviews: 2.4% over budget
Average Trip Distance: 1.6% under budget at 9.14 miles
Total cost per Passenger (before depreciation): 5.2% under budget
Administration Function is 11.9% under budget
Eligibility Determination Function is 4.7% under budget
Paratransit Operations Function is 5.9% under budget
Attached are the following reports for your review:






Statistical Comparison: September 2014 to September 2015
Expenses by Functional Area
Budget to Actual Comparison of Statistics
YTD Budget Results
Graph: YTD PAX Cost Comparison
Detailed Financial Reports
22
Expenses by Functional Area
For the YTD Period Ending September 2015
% Over
<Under>
Previous
Yr.
% of
Cost
YTD
Actual
YTD
Budget
Variance
% Over
<Under>
Budget
88.3%
$31,367,206
$33,322,273
$(1,955,067)
(5.9)%
0.1%
Eligibility
Determination
6.9%
2,463,146
2,583,741
(120,595)
(4.7)%
0.8%
CTSA/Ride Information
0.4%
137,370
151,714
(14,344)
(9.5)%
3.0%
Administrative
4.3%
1,541,864
1,750,919
(209,055)
(11.9)%
(14.6)%
$37,808,647 $(2,299,060)
(6.1)%
(0.6)%
Paratransit Operations
Total Exp before
Depreciation
$35,509,587
23
Statistics - - For the YTD Period Ended September 2015
YTD
Actual
Number of Completed Cert
Interviews
YTD
Budget Variance
% Over
<Under>
Budget
% over
<Under>
Previous Yr
17,742
17,328
414
2.4%
2.6%
Number of PAX
1,094,060
1,103,763
(9,703)
(0.9)%
1.7%
Number of Contract Revenue Miles
7,645,941
7,874,219
(228,278)
(2.9)%
2.4%
836,548
847,324
(10,776)
(1.3)%
0.9%
9.14
9.29
0.15
(1.6)%
1.5%
1.06
(3.0)%
1.2%
Number of Trips
Average Trip Distance
Purchased Transportation Cost
Cost per Trip
$
33.70
$
34.76
Cost per PAX
$
25.77
$
26.69
$
(0.92)
(3.4)%
0.4%
Cost per Contract Rev Mile
$
3.69
$
3.74
$
(0.05)
(1.4)%
(0.3)%
$
32.46
$
34.25
$
(1.80)
(5.2)%
(2.2)%
Total Cost per Pax before
depreciation
$
24
Budget Results for FY 2015/2016
For the YTD Period Ending September 2015
% Over
<Under>
Budget
$37,808,647 $ (2,299,060)
(6.1)%
(0.6)%
YTD
Actual
Total Expense Before Capital as
of September 2015
$35,509,587
Revenue
Passenger Fares
Other Revenue
Total Revenue
Capital Expenditures
Vehicles
Other Capital Expenditures
Total Capital Expenditure
Under Budget as of September 2015
$
% over
<Under>
Previous Yr
Variance Over
<Under>
Budget
YTD
Budget
2,414,118
105,596
2,520,074
2,376,056
100,710
2,476,766
38,062
4,886
42,948
1.73%
(5.7)%
0
91,006
91,006
0
90,525
90,525
0
481
481
0.5%
0.5%
$
$
$(4,080,643)
25
YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST
Jul-14
$ 31.42
Jul-15
$ 32.47
Aug-14
$ 32.28
Aug-15
$ 32.28
Sep-14
$ 32.41
Sep-15
$ 32.46
26
Access Services
Balance Sheet
September 30, 2015
DRAFT
ASSET S
Current Assets:
Cash
Due from FTA
Due from MTA
CMAQ Grant Receivable
Accounts Receivable-Miscellaneous
Prepaid Expenses
Deposits
20,771,384
17,712,743
66,310
122,377
6,925,255
28,208
Total Current Assets
45,626,278
Long Term Assets:
Property and Equipment:
Vehicles & Vehicle Equipment
Office Furniture and Equipment
Computer & Telephone Equipment
Central Reservation Software/IVR
Leasehold Improvements
Total Property and Equipment
Accumulated Amortization & Depreciation
Property and Equipment, Net
33,054,384
207,812
2,712,609
2,451,884
162,015
38,588,704
(23,092,839)
15,495,865
Deposits – Long Term
Total Long Term Assets
15,495,865
TOTAL ASSETS
61,122,142
27
Access Services
Balance Sheet
September 30, 2015
DRAFT
LIABILITIES AND NET ASSETS
Current Liabilities:
Accounts Payable-Trade
Accounts Payable-Providers
Insurance Reserve
Accrued Expenses
Other Liabilities
794,312
9,317,641
3,589,385
5,926,265
-
Total Current Liabilities
21,668,441
Other Liabilities:
Deferred Revenue
40,276,228
TOTAL LIABILITIES
Net Assets:
Temporarily Restricted
TOTAL LIABILITIES AND NET ASSETS
61,944,668
(822,526)
61,122,142
28
Access Services
Statement of Cash Flow
For Period Ending September 30, 2015
Cash – Beginning Balance 9/1/15
15,419,933
Cash Receipts:
Proposition C revenue from LACMTA
FTA Funding Received
Passenger fare/coupons/ID revenue
Interest income
Miscellaneous revenues
Total Cash Received
7,893,499
8,977,470
808.267
43
21,159
17,700,438
Cash Payments:
Vehicles/Vehicle equipment
Capital Equipment
Prepaid expenses/deposits
Payments to contract providers
Eligibility Determination expenses
Salaries and related benefits
Other expenses
Total Cash Payments
Increase (Decrease) in Cash Reserves
Cash – Ending Balance 9/30/15
7,653
15,997
768,305
9,454,148
473,942
519,746
1,109,198
12,348,988
5,351,450
20,771,384
Note: The above statement of cash flow presents the more significant
financial categories and their changes for internal use only. This
statement is not prepared in accordance with generally accepted
accounting reporting standards.
29
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
30
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
31
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
32
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
33
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
Other Professional Expense
34
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
35
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
Amortization and Depreciation Expense
Less: Amortization and Depreciation Expense
36
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending September 30, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
2015/16
Budget
% of 15/16
Budget
Reached
120 VEHICLES - (Fleet Replacement/Expansion)
Vehicle Equipment
SUBTOTAL - VEHICLES - FY 15/16
50 VEHICLES - Map21
Vehicle Related Equip (ATW grant)
Vehicle Related Equip (AWC grant)
63 VEHICLES - Access To Work (Fleet Expansion)
COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE
SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 15/16
SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS
avg trip
37
BOARD BOX ITEM #9
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
ACCESS SERVICES MANAGEMENT STAFF
RE:
EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2015
Mike Greenwood – Deputy Executive Director, Operations
In September, on-time performance closed at 89.6 percent and a 0.21 percent of Late4
trips. Several factors contributed to the decrease in on-time performance including an
increase to traffic congestion on highways and roads during the morning and afternoon
peak hours as a result of school systems opening sessions, contractors struggling to
attract and retain driver resources, and the rain that Los Angeles experienced on
Tuesday, September 15, 2015. Access experienced it’s worst on-time performance day
of the fiscal year when Los Angeles was hit with 2.4 inches of rain, the second most on
record for a September day for Los Angeles. Although the rain affected on-time
performance for the day, zero preventable collisions were sustained. For the month,
calls on hold over 5 minutes closed at 10.1 percent along with an average initial hold
time of 123 seconds. Operations staff initiated discussions with the service contractors
focusing on improving service across the board in the months to come.
Access introduced the use of the “D” Ring Securement for service animals. The
securement was incorprated to secure service animals in the event of a collision, sudden
braking, or movement during transport and be available on all Access wheel-chair
accessible vehicles.
Access hosted a Post-Accident and Reasonable Suspicion Determination class on
Wednesday, September 23, 2015. A total of six contractor staff members from four
contractors participated in the class that covered topics surrounding the Federal Transit
Administration’s post-accident testing threshold, reasonable suspicion decision making,
drug and alcohol abuse in the workplace, and ways to recognize signs and symptoms of
alcohol and drug abuse. Access staff and visitors from other transit agencies also
participated in the class.
The Operations Service Monitors (OSMs) hosted the bi-monthly Call Center/Dispatcher
Supervisor Meeting on Wednesday, September 30, 2015. All six contractors were in
attendance. The meeting focused on process improvements, collision and incident
reporting, communication during vehicle breakdowns, no-show approvals, and
reasonable modification requests.
Rogelio Gomez – Project Administrator
Southern Region
38
In the month of September, Access Project Administrator (PA) Rogelio Gomez and OSMs
Gina Breceda and Jessica Thompson visited Vista Adult Day Health Care in the city of
Maywood. The team met with the program director to discuss the service delivery and
Vista’s experience with the Access’ web booking pilot program. The feedback on
delivery of service was positive and the program director mentioned that utilization of
the web booking portal has been a true time saver and likes the option as an alternative
to calling the reservation lines.
From a performance perspective, Global Paratransit Inc. (GPI) encountered challenges
with performance, ending the month with an on-time performance of 89.68 percent
and 0.16 percent Late4 trips. In an effort to add resources to the region, GPI is in
discussions with local taxi companies to become sub-contractors.
Santa Clarita Region
In early September, Santa Clarita Transit (SCT) hosted their quarterly Accessibility
Advisory Committee meeting at Santa Clarita City Hall. Access’ OSM Jessica Thompson
was in attendance and participated in the discussions that touched on wheelchair
securement, Access transfer points, and service delivery for Access.
The SCT training department was busy during the month conducting driver safety
meetings that concentrated on defensive driving. Several meetings were scheduled
during the month to allow every driver the opportunity to attend regardless of their
work schedule.
Randy Johnson - Project Administrator
Eastern Region
For the month of September, San Gabriel Transit (SGT) experienced challenges trying
to meet the increased demands of the peak period. On-time performance fell below
standards for the first time this fiscal year and closed at 88.6 percent and 0.36 percent
Late4 trips. SGT is looking at available options to expand their fleet and driver
resources to meet demand. SGT has implemented new incentives and bonuses to attract
and recruit qualified drivers.
Additionally, SGT continued to struggle in the Call Center as they closed the month with
19.6 percent of calls on hold over 5 minutes and an average initial hold time of 163
seconds. The primary concern for SGT is insufficient resources to meet the increased
demands. Access Deputy Executive Director, Operations Mike Greenwood and the PA
Randy Johnson met with SGT management to discuss how they will secure the resources
necessary to meet service demands. SGT was successful in recruiting thirteen calltakers and reorganizing management oversight of the Call Center. Call Center
performance has shown a dramatic reduction in hold times.
OSM Faustino Salvador conducted a Pull-Out Inspection to ensure driver emergency
backpacks had the required supplies. The annual Drug and Alcohol Audit was conducted
by LPM Consulting Inc.
Lastly, SGT initiated a Driver Pledge Card campaign. SGT inspected vehicles to verify
that the vehicles were equipped with the Driver Pledge Card Holders and that the
39
drivers had a Driver Pledge Card. Drivers that did not have their pledge card were
issued a temporary pledge card while a replacement was ordered. SGT also placed an
additional order of pledge cards to maintain a sufficient inventory. Recent road
observations have not discovered any missing pledge cards.
West Central
The TAP Press Conference was hosted in the West Central Region. California Transit,
Inc. (CTI) provided an Access van for display at the conference. The TAP program is a
vital resource for Access customers because it provides them a transportation
alternative through the Free Fare program.
CTI experienced significant service challenges with the beginning of peak season in
September. During the month of September, on-time performance was below standard
at 87.7 percent and 0.31 percent of Late4 trips. Additionally, Call Center performance
was also sub-standard at closing with 20 percent of calls on hold over 5 minutes and an
average initial hold time of 165 seconds. The primary reason for the low performance
for the month was due to the lack of personnel resources to meet the increased
demand. Access Deputy Executive Director of Operations, Mike Greenwood and the PA
Randy Johnson met with CTI management to review their plans to recruit additional
resources. CTI attended several Job Fairs and offered new hiring incentives and
bonuses to attract candidates. The Call Center was able to hire additional call-takers;
however there is still a need to hire more drivers.
OSM Faustino Salvador conducted a Pull-Out Inspection to ensure driver emergency
backpacks had the required supplies and to verify that the Driver Pledge Card Holders
and Cards were displayed in the vehicles.
Fayma Ishaq - Project Administrator
Northern Region
Access PA Fayma Ishaq and OSM Christina Blanco, along with MV Transportation’s (MV)
Community Relations Manager Beatriz Lara visited the Activities Recreation and Care
(ARC) facility in North Hollywood and New Horizons in North Hills. ARC was pleased
with the service being provided to riders and had no concerns with pick-up and dropoffs at their facility. Conversely, New Horizons staff did have some concerns regarding
pick-up and drop-off of riders at their facility. Due to the fact that they have multiple
entrances and limited hours of operation, it has caused some confusion for drivers. A
site evaluation was conducted and resulted in the identification of one location for
pick-up and drop-off of riders to improve service delivery. In addition, New Horizons is
in the process of purchasing a sign to guide drivers to the identified pick-up and dropoff location.
Later in the month, the Northridge Hospital Medical Center was reevaluated for its
current pick-up and drop-off location. Currently, the hospital has several pockets of
on-going construction taking place, hindering the ability of some Access vehicles to
maneuver in and out of the parking lot. A determination was made by Access Road
Safety Inspector Alex Chrisman to maintain the current pick-up and drop-off location in
front of the pharmacy because it is deemed safe to maneuver and it includes marked
barriers and a bench for riders to wait.
40
OSM Christina Blanco conducted the Pull-Out Inspection to ensure that the driver
emergency backpacks had the required supplies as well as vehicles having a functioning
air conditioner and wheelchair ramp, exterior and interior vehicle cleanliness including
the securement tracks, as well as vehicles having the necessary insurance and
registration documents.
Antelope Valley Region
Access PA Fayma Ishaq and OSM Christina Blanco met with Desert Haven Enterprise staff
to collaborate on a safe and strategic plan to pick-up and drop-off riders at their
facility. During peak hours, pick-up and drop-off of riders by Access vehicles are
conducted in the front of the building. Due to several other transit providers requiring
access to the parking lot, efficiency has been hindered. Although no alternative has
been identified at the moment, Access will continue to the monitor the efficiency of
pick-up and drop-offs. In addition, Desert Haven is seeking funding to make
improvements to the area.
Sherry Kelley – Sr. Manager Customer Service – Customer Service Department
Update
Access Customer Service department received 46,268 calls system wide in the month
of September, in comparison to 46,083 calls in August. All Customer Service
performance targets were met system wide.
Customer Service and Operations Monitoring Center met all KPI’s for the month.
Customer Care team received a total of 1,114 service related complaints; 4.0
complaints per 1,000 trips. All tickets received were investigated and closed at an
average of 5.1 days.
The Community Advisory Committee (CAC) had a successful meeting at LA Metro.
Lastly, 839 staff commendations - Smiles! - were filed by our customers in September;
55 of which were filed on behalf of Access call center staff. We would like to
congratulate Edilia Gonzales, CSR for receiving the most smiles for the month of August!
David Foster - Project Administrator, Eligibility - Eligibility Department Update
In September 2015, the number of eligible Access riders reached 173,507 an increase
of 1,356 (0.79%) eligible riders from the previous month. Additional statistics can be
found within the operations report of this board box.
The Eligibility Department had a busy month working on internal process improvements
as well as with other departments:

In preparation to begin conducting certification appointments at Santa Clarita
Transit, staff met with San Gabriel Transit (SGT), Santa Clarita Transit (SCT) and
CARE Evaluator staff to finalize the work flow process for a tentative October 1 st
start date. Staff completed a process flow that was reviewed and vetted by all
parties to ensure that the transition to performing evaluations as well as of the
scheduling of appointments and transportation by SCT will be seamless.
41
42
Mobility Management Statistics Report, September 2015
Month
September
Total
Total
Number of
Number of Number of
M obility
Total
Non Access Issues with
Number M anagement
Customers
Phone
Database
of Calls
Spoken
Numbers
List, Spoken
With
With
467
177
(38%)
38
(8%)
49
(10%)
Number of
Voice
M essages
197 (42%)
Number of Number of
Last Calls
Calls
and No
Waiting for
Answers Follow-Up.
4
(1%)
2
(0%)
For the month of September, calls made by Mobility Management staff increased by 17% from the previous month with
a total of 467 calls made. Of the 467 calls logged, staff called and spoke with 215 customers. The remaining calls were
voice-mail and email messages left by staff or calls made to phone numbers that were no longer in service or
disconnected.
There were no events schedule for the month of September.
43
BOARD BOX ITEM #10
NOVEMBER 30, 2015
TO:
BOARD OF DIRECTORS
FROM:
MELISSA THOMPSON, DATA ANALYST
RE:
OPERATIONS REPORT FOR SEPTEMBER 2015
Below is a summary of the key operating statistics for SEPTEMBER 2015, as well as,
operation data for the previous month (AUGUST 2015) and Fiscal Year to Date (YTD):
MONTHLY OPERATIONS REPORT SUMMARY
Current
281,891
Last Month
275,227
% change
2.4%
YTD
836,548
Passengers per Vehicle Trip
1.31
1.32
-0.8%
1.31
Average Trip Distance
9.09
9.14
-0.5%
9.1
515,265
512,178
0.6%
1,538,855
123
82
49.6%
99
% of Calls on Hold More Than
5 minutes
10.1%
3.6%
6.5%
6.4%
On-Time Performance
89.6%
90.4%
-0.8%
90.3%
Late 4 Trips
0.21%
0.07%
0.14%
0.12%
173,507
172,151
0.8%
173,507
Total Trips
Total Calls to Providers
Average Initial Hold Time
(seconds)
Total Registered Customers
44
MONTHLY PROVIDER SUMMARY: ALL TRIPS
Passengers
Trips
Back Up
Trips
Passengers
per Trip
Eligible
Passengers
per Trip
SYSTEM WIDE
AUG-15
SEPT-15
% Change
362,025
367,877
1.6%
275,227
281,891
2.4%
573
560
-2.3%
1.32
1.31
-0.8%
1.00
1.00
0.0%
SGT - Eastern Region
AUG-15
SEPT-15
% Change
101,280
102,747
1.5%
76,203
77,719
2.0%
17
10
-41.2%
1.33
1.32
-0.7%
0.93
0.93
0.0%
92,107
94,403
2.5%
5
6
20.0%
1.32
1.31
-0.8%
1.04
1.04
0.0%
41,596
42,898
3.1%
551
544
-1.3%
1.33
1.31
-1.5%
1.03
1.02
-1.0%
50,762
51,777
2.0%
0
0
0.0%
1.27
1.26
-0.8%
1.03
1.02
-1.0%
11,721
12,016
2.5%
0
0
0.0%
1.39
1.35
-2.9%
1.02
1.02
0.0%
2,838
3,078
8.5%
0
0
0.0%
1.17
1.13
-3.4%
1.01
1.01
0.0%
GPI - Southern Region
AUG-15
121,406
SEPT-15
123,567
% Change
1.8%
CTI - WC - West Central Region
AUG-15
55,362
SEPT-15
56,388
% Change
1.9%
MV - San Fernando Valley Region
AUG-15
64,306
SEPT-15
65,427
% Change
1.7%
DT - Antelope Valley Region
AUG-15
16,345
SEPT-15
16,264
% Change
-0.5%
SCT - Santa Clarita Region
AUG-15
SEPT-15
% Change
3,326
3,484
4.8%
45
PROVIDER SERVICE SUMMARY
Maintenance Inspections*
TOTAL
SGT – Eastern Region
GPI – Southern Region
CTI – West – Central Region
MV Transit – San Fernando Valley Region
DT – Antelope Valley Region
SCT – Santa Clarita Region
Current
61
0
30
30
0
0
1
Previous
Month
81
30
0
0
30
15
6
YTDAverage
70
10
20
21
12
5
2
* The data above represents the number of vehicles evaluated at the contractor locations.
Dispatch Coordination*
TOTAL
SGT – Eastern Region
GPI – Southern Region
CTI – West – Central Region
MV Transit – San Fernando Valley Region
DT – Antelope Valley Region
SCT – Santa Clarita Region
Current
172
20
57
20
33
21
21
Previous
Month
173
25
57
25
25
18
23
YTDAverage
181
22
61
22
30
22
24
* The data above represents the number of observations made for call takers and dispatchers.
Comparability of Access Paratransit to
Fixed Route Travel Times*
Equal to or Shorter than Comparable Fixed
Route Trip
1-20 Minutes Longer than Fixed Route Trip
21-40 Minutes Longer than Fixed Route Trip
41-60 Minutes Longer than Fixed Route Trip
60 Minutes Longer than Fixed Route Trip
Jul 1Sep 30
Apr 1Jun 30
Jan 1- Oct 1 –
Mar 31 Dec 31
87.3%
87.6%
89.0%
89.4%
8.6%
2.8%
0.8%
0.4%
8.6%
2.8%
0.7%
0.3%
7.4%
2.9%
0.5%
0.2%
9.0%
1.0%
0.1%
0.4%
* The data above (based on a sample of all trips) highlights the degree to which Access
Paratransit trips are comparable in terms of travel time to trips of a similar distance, origin
and destination taken on local fixed route transit. **Data is recorded and entered at the end
of each quarter.
46
North County Trips Transferring at
Olive View
Antelope Valley to Transfer Point
Transfer Point to Antelope Valley
Santa Clarita to Transfer Point
Transfer Point to Santa Clarita
Current
399
287
124
135
RESERVATIONS PHONE REPORTING
Standards:
Average Initial Hold Time <120 Seconds
% of Calls On Hold Over 5 minutes <5%
Previous
Month
397
313
104
118
YTDAverage
418
316
121
133
Current
Previous
Month
YTD
Average
Systemwide
Calls Answered
Average Initial Hold Time
% Of Calls On Hold More Than 5 minutes
515,265
123
10.1%
512,178
82
3.6%
1,538,855
99
6.4%
SGT - Eastern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
130,079
163
19.6%
123,334
70
4.0%
377,828
107
10.1%
GPI - Southern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
169,970
87
3.1%
173,338
82
3.2%
513,245
88
3.9%
CTI - West – Central Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
117,775
165
20.0%
117,176
71
4.0%
356,052
108
10.3%
MV Transit - San Fernando Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
74,396
114
3.9%
73,796
111
4.0%
220,147
107
3.7%
DT - Antelope Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
18,892
96
2.2%
20,444
100
2.7%
59,213
96
2.3%
47
SCT - Santa Clarita Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
4,153
48
1.5%
4,090
64
2.9%
12370
55
2.3%
CUSTOMER SERVICE & OPERATIONS MONITORING CENTER PHONE REPORTING
*Standards:
Average Initial Hold Time <300 Seconds
Average Call Duration<300 Seconds
% of Calls on Hold Over 5 minutes <10%
% Abandoned Calls <10%
Previous
Systemwide (CS and OMC)
Current
Month
YTD
Calls Answered
47,096
46,567
47,096
Average Initial Hold Time
78
90
78
Average Call Duration
203
208
203
% of Calls on Hold More Than 5 Minutes
6.3%
8.5%
6.3%
% of Abandoned Calls
5.2%
5.7%
5.2%
Customer Service Center (CS)
Access Services
Calls Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 Minutes
% of Abandoned Calls
Southland
Calls Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 Minutes
% of Abandoned Calls
Customer Service Total
Calls Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 Minutes
% of Abandoned Calls
11,194
51
213
3.2%
3.2%
12,884
117
218
13.0%
6.3%
11,194
51
213
3.2%
3.2%
25,806
85
182
6.4%
5.6%
23,987
72
186
5.1%
4.5%
25,806
85
182
6.4%
5.6%
37,000
75
191
5.4%
4.9%
36,871
88
197
7.9%
5.2%
37,000
75
191
5.4%
4.9%
Operations Monitoring Center (OMC)
48
Access Services
Call Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 minutes
% of Abandoned Calls
Southland
Call Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 minutes
% of Abandoned Calls
Operations Monitoring Center Total
Call Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 minutes
% of Abandoned Calls
7,172
76
245
7.6%
5.2%
6,723
105
252
11.6%
8.0%
7,172
76
245
7.6%
5.2%
2,924
124
252
14.6%
8.6%
2,973
81
247
9.0%
7.1%
2,924
124
252
14.6%
8.6%
10,096
90
247
9.6%
6.2%
9,696
98
250
10.8%
7.7%
10,096
90
247
9.6%
6.2%
Eligibility Determinations
Previous
Month
YTDAverage
2,703
600
411
889
4,603
2,750
621
397
890
4,659
488
4,085
394
4,209
449
4,209
5,131
5,713
5,545
17
3
29
15
3
26
16
3
26
Previous
Month
YTDAverage
ADA Paratransit Evaluations
Current
Completed
UNRESTRICTTED
2,826
RESTRICTED
563
TEMPORARY
324
NOT ELIGIBLE
860
TOTAL
4,573
Re-certifications (in Person)
New Applicants
Eligibility Renewals
Recertification Letters Sent
Process Time (avg.Days: Individ.)
Evaluation to Mail Out (ADA<21 Days)
Scheduling Phone Call to Evaluation
Scheduling Phone Call to Mail Out
ADA Paratransit Eligibility Appeals
Current
49
Appeals Requested
Closed
Withdrawn/Closed Before Completion
Pending
Increased
Decreased
Modified
Upheld
% Appeals not overturned
Net Denied Rate (Year-to-Date)
Process Time: Appeal Date to Mail Out
ADA<30)
253
210
25
380
68
1
4
92
59%
17%
248
253
33
401
78
4
8
100
59%
18%
235
253
29
391
73
3
8
118
63%
17.5%
10
12
12
Previous
Month
6,934
1,768
5,166
YTDAverage
6,997
1,967
5,029
OPERATIONS MONITORING CENTER ACTIVITY
Logged Calls to OMC*
TOTAL CALLS:
Late Calls
Other (CSC/Reservations)
Current
7,098
2,506
4,592
*The data above represents the number of calls logged by the Operations Monitoring Center. Calls are
logged by the OMC if the call requires an action by Access. Not all OMC calls are logged.
Disposition of Late Calls
Back-Up Vehicle Sent
ETA Given
Help Calls
Miscellaneous
TOTAL LATE CALLS
Late Trip Calls to OMC
Resulting in Dispatch of Back-Up Vehicle
(5.4.1.6)
Avg. Time Between 1st Call and Arrival of
back up Vehicle at Customers Location
Late Trip Calls to OMC Resulting
In “Wait” and Back-Up Vehicles Sent
(5.4.1.7)
Current
181
1,153
352
820
2,506
Previous
Month
165
947
5
651
1,768
YTDAverage
145
1,008
121
694
1,967
Current
Previous
Month
YTDAverage
50
48
Previous
Month
YTDAverage
51
Current
50
Incidence of Vehicles Sent to Wait w/the
Customer until Arrival of Accessible
Vehicle
0
0
0.0
PROVIDER REPORT CARD
Systemwide
Percentage of Trips On-Time
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
SGT – Eastern Region
Percentage of Trips On-Time
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations – occurrences
Denied Trips -% of Next Day Trip Requests
Denied
CTI – West Central Region
Percentage of Trips On-Time
Current
89.57%
10.43%
7.66%
2.00%
0.56%
0.21%
3.94%
1
Previous
Month
90.40%
9.60%
7.40%
1.77%
0.36%
0.07%
3.87%
0
YTD
90.29%
9.71%
7.34%
1.82%
0.43%
0.12%
3.90%
2
0.00%
0.14%
0.05%
Current
88.63%
11.37%
7.81%
2.39%
0.82%
0.36%
3.34%
1
Previous
Month
91.39%
8.61%
6.29%
1.73%
0.46%
0.12%
3.10%
0
YTD
91.01%
8.99%
6.46%
1.80%
0.52%
0.20%
3.12%
1
0.00%
0.00%
0.00%
Current
87.69%
Previous
Month
91.23%
YTD
89.93%
51
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
GPI – Southern Region
Percentage of Trips On-Time
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
MVT – Northern Next Day Trips
Percentage of Trips On-Time
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
DT – Antelope Valley
Percentage of Trips On-Time
Percentage of Late Trips
12.31%
8.51%
2.65%
0.85%
0.31%
4.79%
0
8.77%
6.83%
1.54%
0.35%
0.06%
4.42%
0
10.07%
7.39%
2.01%
0.52%
0.15%
4.51%
1
0.00%
0.83%
0.28%
Current
89.68%
10.32%
7.78%
1.94%
0.44%
0.16%
4.42%
0
Previous
Month
88.23%
11.77%
8.87%
2.38%
0.46%
0.06%
4.58%
0
YTD
88.57%
11.43%
8.55%
2.27%
0.50%
0.11%
4.58%
0
0.00%
0.00%
0.00%
Current
91.55%
8.45%
6.86%
1.25%
0.27%
0.06%
3.04%
0
Previous
Month
91.67%
8.33%
7.06%
1.10%
0.13%
0.03%
3.12%
0
YTD
92.03%
7.97%
6.69%
1.07%
0.17%
0.04%
3.11%
0
0.00%
0.00%
0.00%
Current
91.78%
8.22%
Previous
Month
92.12%
7.88%
YTD
91.84%
8.16%
52
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
SCT – Santa Clarita Valley
Percentage of Trips On-Time
Percentage of Late Trips
Late “1” (1-15 min. late)
Late “2” (16-30 min. late)
Late “3” (31-45 min. late)
Late “4” (>46 min. late)/Missed Trips
No Shows
Accessibility Violations - occurrences
Denied Trips -% of Next Day Trip Requests
Denied
6.77%
1.28%
0.16%
0.00%
3.04%
0
6.58%
1.10%
0.20%
0.00%
3.03%
0
6.77%
1.22%
0.17%
0.00%
3.04%
0
0.00%
0.00%
0.00%
Current
95.18%
4.82%
3.44%
0.91%
0.18%
0.04%
2.85%
0
Previous
Month
95.54%
4.46%
3.77%
0.27%
0.08%
0.04%
3.12%
0
YTD
95.67%
4.33%
3.39%
0.52%
0.13%
0.05%
3.14%
0
0.00%
0.00%
0.00%
53
Customer Reported Service Complaints
Current Month
ADA
Animal
Booking
Conduct
Late
Late 4
Procedure
Risk Management
Routing
Wheelchair Securement
Service
Travel Time
Vehicle
TOTAL
Ratio per 1,000 Trips
Commendations
System
SGT
Eastern
Region
CTI
West
Central
Region
GPI
Southern
Region
MVT
San
Fernando
Valley
DT
Antelope
Valley
Region
SCT
Santa
Clarita
Valley
2
0
104
132
129
23
391
157
84
2
33
29
11
1,097
3.9
724
1
0
20
42
45
7
117
44
15
0
4
7
2
304
4.4
219
0
0
9
15
14
1
57
16
10
0
0
0
2
124
2.9
87
0
0
59
52
55
11
168
52
32
0
28
13
5
475
5.0
250
1
0
12
16
10
1
36
39
27
2
1
7
2
154
3.0
130
0
0
4
7
5
3
11
6
0
0
0
2
0
38
3.2
36
0
0
0
0
0
0
2
0
0
0
0
0
0
2
0.6
1
54
Travel Training Statistics
Travel Training, Fiscal Year 2015-2016
Aug – 15
Sep - 15
YTD
Average # of Trips per-week, Month 2
20
13
14
20
2
0
18
14
5
14
27
11
14
0
0
18
13
6
57
62
44
57
2
0
59
45
16
Estimated Bus Trips Taken, YTD
1,107
2,127
3,633
Accepted Travel Training
Waiting for Travel Training
Started Travel Training
Completed Travel Training
Discontinued Services
People Currently in Travel Training
Total Follow-up Response Month 2
#Graduates Using Bus After 2 Months
*Estimated Bus Trips Taken/YTD: For purposes of this calculation, we assume that individuals who report using the
bus after two months will continue to do so. Bus trip statistics are calculated for each month by multiplying the
number of graduates who report using the bus after 2 months by the average number of trips they report taking. This
sum is then multiplied by the number of weeks that have passed in the fiscal year.
55
Total Trips Comparison
FY 14/15
FY 15/16
300,000
250,000
200,000
150,000
100,000
50,000
Jul
Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
56