Board Box
SEPTEMBER 18, 2015
ITEM
1.
BOARD BOX ITEM
RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR
SEPTEMBER 2015
STAFF
PAGES
A. COLAIACE
2
3
2.
OUT OF STATE TRAVEL UPDATE FOR AUGUST 2015
C. MOTTA
3.
SAFETY UPDATE FOR JULY 2015
M. GREENWOOD
4.
UPDATE ROLLING BOARD AGENDA CALENDAR
F. JEWELL
5.
KEY PERFORMANCE INDICATORS JULY 2015
M. THOMPSON
7-13
6.
FINANCIAL REPORT FOR JULY 2015
H. RODRIGUEZ
14-29
7.
EXECUTIVE SUMMARY UPDATE FOR JULY 2015
M. GREENWOD/S. KELLEY/D.
FOSTER/S. WRENN
30-34
8.
OPERATIONS REPORT FOR JULY 2015
M. THOMPSON
35-47
4-5
6
BOARD BOX ITEM #1
SEPTEMBER 18, 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: As discussed previously, the United States Senate passed
a six-year transportation reauthorization bill in July by a vote of 65-34. Of course, in
our bicameral system, it takes two to tango. So what’s the plan from the House of
Representatives?
Politico Reports on September 14th: ”T&I LEADERS DELIVER ANOTHER CAN-KICK:
The chairman has spoken, and that House T&I markup that was so tentatively
anticipated for this week is officially off, with prospects for the unveiling of a multiyear transportation funding bill pushed to later this month or next. "That's a goal - late
this month, early October," Chairman Bill Shuster told reporters on Friday after a
meeting with panel Republicans. Committee leaders on both sides of the aisle say
they're continually talking, trying to work out the weightiest of their disagreements.
But ranking member Peter DeFazio says they're still hung up on the bill's basic
foundation: the money. "At this point we have something that looks essentially like a
status quo bill in terms of funding," he said on Friday. "We don't find that acceptable."
In other news, on August 20, 2015, the U.S. Department of Transportation (DOT) issued
a Federal Register Notice seeking public comments on Access’ Petition for Rulemaking,
which was submitted in March. Access’ petition asks the Department to revise its
regulations to explicitly allow for a “coordinated” paratransit fare structure. Public
comments will be accepted on www.regulations.gov until September 21, 2015. The
docket number for this rulemaking is DOT–OST–2015–0075.
As of this writing, there were over 100 comments submitted to the docket with the vast
majority supportive of Access’ Petition.
Local Legislative Activities:

I attended a luncheon featuring Miguel Santana, the Chief Administrative
Officer for the City of Los Angeles. Mr. Santana gave an interesting talk about
how he helped steer the city through the 2008 financial crisis.
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
2
BOARD BOX ITEM #2
SEPTEMBER 18, 2015
TO:
BOARD OF DIRECTORS
FROM:
CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT
RE:
OUT OF STATE TRAVEL UPDATE FOR AUGUST 2015
The following is a list of out-of-state meetings for August 2015.
Federal Transit Administration 16th Biennial State Programs Conference
Washington, D.C.
August 12 – 14, 2015
The below mentioned Access Service staff member traveled to Washington, D.C. for the
Federal Transit Administration (FTA) 16th Biennial State Programs Conference.
The conference was attended by over 300 representatives from state, local and public
agencies that receive FTA funds. The conference featured sessions on a number of
important topics such as FTA Grant Opportunities, New Rules to comply with the
Americans with Disabilities Act (ADA), Mobility-on-Demand Services, Asset
Management, Safety Management Systems, FTA’s Grant Application/Tracking System
and Changes to Grow America Purchasing Requirements.
Matthew Avancena, Manager of Planning and Coordination
3
BOARD BOX ITEM #3
SEPTEMBER 18, 2015
TO:
BOARD OF DIRECTORS
FROM:
MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT
RE:
SAFETY UPDATE FOR JULY 2015
Key Safety Indicators
Access’ preventable collision rate in July 2015 was 0.53 preventable collisions per
100,000 miles (compared to 0.39 in July 2014). July 2015’s rate was slightly above the
target of 0.50.
The total number of preventable collisions in July was 20, down from 34 in June. Access’
preventable collision rate over the last 12 months is slightly above the target of 0.50 at
0.52.
Department Activities
In July, the Safety Department accomplished the following:




Implemented a new Intersection Awareness Safety Campaign at two service
providers;
Implemented a new Road Supervisor Report for providers to document collision
and incident investigations;
Held its monthly Safety Steering Committee Meeting with service providers;
Conducted 285 driver observations and 243 vehicle inspections;
4


Conducted 8 location evaluations (pick-up/drop-off locations checked for
safety); and
Conducted 8 root cause reviews in response to collisions and incidents.
5
BOARD BOX ITEM #4
SEPTEMBER 18, 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.
October 2015
Access Services Membership/Board Meeting, Location TBD
Item
Description
Consideration to Approve
Consideration to Approve
Consideration to Approve
Consideration to Approve
Consideration to Approve
Consideration to Approve
Access Services Fare System
Information Technology Consulting & Services
Contract Extension
Telecommunication Consulting Services Contract
Extension
Reservations and Scheduling Software Contract
Extension
Parents with Disabilities Program – Contractor
Services Extension
Internet Services Contract Extension
November 3, 2015
Board Retreat – Glendale City Hall
Item
Description
Discussion
December 14, 2015
Board Meeting - Metro
Item
Consideration to Approve
Consideration to Approve
Strategic Planning
Description
Access RiderID/TAP Card Reimbursement Agreement
Extension
Community Advisory Committee Reappointments
6
BOARD BOX ITEM #5
SEPTEMBER 18, 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 JULY 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.
7
Operations Performance
Trips
2014
2015
300,000
279,430
275,000
250,000
225,000
200,000
175,000
150,000
Jan
Mar
May
Jul
Sep
Nov
Trips represent the total number of completed trips.
On Time Performance
2014
2015
91% Standard
94%
92%
90.91%
90%
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.
8
Late 4
2014
2015
0.10% Standard
0.20%
0.15%
0.10%
0.09%
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
3.3
2
0
Jan
Mar
May
Jul
Sep
Nov
Complaints per 1,000 Trips is the ratio of valid service complaints to
completed trips.
9
Average Initial Hold Time
2014
2015
120 Sec Standard
140
120
100
91
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
10%
8%
5.4%
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.
10
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.
11
Customer Service Performance
CS Average Initial Hold Time
2014
2015
300 Sec Standard
400
300
200
100
89
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
208
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.
12
CS Calls On Hold > 5 Min
2014
2015
10% Standard
25%
20%
15%
10%
7.1%
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%
5.7%
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.
13
BOARD BOX ITEM #6
SEPTEMBER 18, 2015
TO:
BOARD OF DIRECTORS
FROM:
HECTOR RODRIGUEZ, CONTROLLER
RE:
FINANCIAL REPORT FOR JULY 2015
Attached for your review are the draft financial reports for July 2015.
Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:









Passengers: 7.1% over budget
Contract Revenue Miles: 7.8% over budget
Trips: 6.4% over budget
Completed Eligibility Interviews: 0.7% over budget
Average Trip Distance: 1.5% over budget at 9.27 miles
Total cost per Passenger (before depreciation): 10.6% under budget
Administration Function is 2.9% under budget
Eligibility Determination Function is 7.1% under budget
Paratransit Operations Function is 4.1% under budget
Attached are the following reports for your review:






Statistical Comparison: July 2014 to July 2015
Expenses by Functional Area
Budget to Actual Comparison of Statistics
YTD Budget Results
Graph: YTD PAX Cost Comparison
Detailed Financial Reports
14
Expenses by Functional Area
For the YTD Period Ending July 2015
Paratransit Operations
% of
Cost
YTD
Actual
YTD
Budget
Variance
% Over
<Under>
Budget
88.7%
$10,490,695
$10,944,612
$(453,917)
(4.1)%
$ (60,576)
(7.1)%
Eligibility
Determination
6.7%
$
796,525
$
857,101
CTSA/Ride Information
0.4%
$
46,473
$
47,110
Administrative
4.1%
$
490,519
Total Exp before
Depreciation
$11,824,213
(637)
(1.4)%
505,274
$ (14,755)
(2.9)%
$12,354,098
$ (529,885)
(4.3)%
$
$
15
Statistics - - For the YTD Period Ended July 2015
YTD
Actual
Number of Completed Cert
Interviews
% Over
<Under>
Budget
% over
<Under>
Previous Yr
6,214
6,168
46
0.7%
11.1%
353,295
329,967
23,328
7.1%
1.0%
2,511,260
2,330,603
180,657
7.8%
(0.3)%
272,040
255,616
16,424
6.4%
(0.3)%
9.27
9.13
0.14
1.5%
(0.1)%
Number of PAX
Number of Contract Revenue Miles
YTD
Budget Variance
Number of Trips
Average Trip Distance
Purchased Transportation Cost
Cost per Trip
$
34.59
$
38.06
$
(3.47)
(9.1)%
0.1%
Cost per PAX
$
26.63
$
29.48
$
(2.85)
(9.7)%
(1.1)%
Cost per Contract Rev Mile
$
3.75
$
4.17
$ (0.43)
(10.2)%
0.2%
$
33.47
$
37.44
$ (3.97)
(10.6)%
(2.4)%
Total Cost per Pax before
depreciation
16
Budget Results for FY 2015/2016
For the YTD Period Ending July 2015
Total Expense Before Capital @
July 2015
YTD
Actual
YTD
Budget
$11,824,213
$ 12,354,098
$ (529,885)
(4.3)%
(1.4)%
813,590
46,154
859,744
783,247
5,833
789,080
30,343
40,321
70,664
9.0%
(6.8)%
478
51,451
51,929
0
51,450
51,450
478
1
479
%
(4.8)%
0.9%
(3.7)%
Revenue
Passenger Fares
Other Revenue
Total Revenue
Capital Expenditures
Vehicles
Other Capital Expenditures
Total Capital Expenditure
Under Budget as of July 2015
$
$
$
% Over
<Under>
Budget
% over
<Under>
Previous Yr
Variance Over
<Under>
Budget
$ (529,405)
17
YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST
Jul-14
$ 31.42
Jul-15
$ 33.47
18
Access Services
Balance Sheet
July 31, 2015
DRAFT
ASSET S
Current Assets:
Cash
Due from FTA
Due from MTA
CMAQ Grant Receivable
Accounts Receivable-Miscellaneous
Prepaid Expenses
Deposits
14,344,488
14,322,088
32,062
161,491
7,498,238
7,217
Total Current Assets
36,365,584
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
33,478,668
207,812
2,686,084
2,451,884
162,015
38,986,463
(22,357,605)
16,628,858
Deposits – Long Term
Total Long Term Assets
16,628,858
TOTAL ASSETS
52,994,442
19
Access Services
Balance Sheet
July 31, 2015
DRAFT
LIABILITIES AND NET ASSETS
Current Liabilities:
Accounts Payable-Trade
Accounts Payable-Providers
Due to MTA
Insurance Reserve
Accrued Expenses
Other Liabilities
576,742
9,182,001
16,667
3,559,098
7,246,160
-
Total Current Liabilities
22,621,505
Other Liabilities:
Deferred Revenue
30,786,320
TOTAL LIABILITIES
Net Assets:
Temporarily Restricted
TOTAL LIABILITIES AND NET ASSETS
53,407,824
(413,382)
52,994,442
20
Access Services
Statement of Cash Flow
For Period Ending July 31, 2015
Cash – Beginning Balance 7/1/15
Cash Receipts:
Proposition C revenue from LACMTA
Section 5310 Capital Grant
FTA Funding Received
Section 16 Revenue
Passenger fare/coupons/ID revenue
Interest income
Miscellaneous revenues
Total Cash Received
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 7/31/15
12,195,886
7,893,499
309,221
813,590
42
46,112
9,062,464
478
51,451
151,678
9,350,771
468,872
664,001
684,043
11,351,294
(2,288,830)
9,907,056
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.
21
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
22
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
23
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
24
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
25
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
Other Professional Expense
26
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
Amortization and Depreciation Expense
27
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
152 VEHICLES - (Fleet Replacement)
Vehicle Equipment
SUBTOTAL - VEHICLES - FY 15/16
13 VEHICLES - Minivan SECTION 16 (Fleet Replacement)
Vehicle Related Equip (ATW grant)
Vehicle Related Equip (AWC grant)
73 VEHICLES - (Fleet Replacement)
13 VEHICLES - MV-1 (Expansion)
8 VEHICLES - Type I Cutaw ay (Fleet Replacement)
5 VEHICLES - Type II Cutaw ay (Fleet Replacement)
13 VEHICLES - Minivan SECTION 16 (Fleet Replacement)
1 VEHICLE - Type III Cutaw ay (Fleet Replacement) ($82,000 each)
65 VEHICLES - Access To Work (Fleet Expansion)
SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS
COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE
SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 15/16
REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT
CENTRALIZATION SOFTWARE/IVR
TETHER STRAPS & MARKING PROGRAM CAPITAL
COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE
PORTION OF EN POINTE-HP SERVER/STORAGE (3729)
ADOBE ECHOSIGN SIGNATURE (3742)
SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS
28
YTD
Variance
Over (Under)
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending July 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
29
YTD
Variance
Over (Under)
BOARD BOX ITEM #7
SEPTEMBER 18, 2015
TO:
BOARD OF DIRECTORS
FROM:
ACCESS SERVICES MANAGEMENT STAFF
RE:
EXECUTIVE SUMMARY UPDATE FOR JULY 2015
Mike Greenwood – Deputy Executive Director, Operations
After much preparation, Access successfully implemented Beyond the Curb (BTC) and
Reasonable Modification Request (RMR) enhancements on July 1, 2015. There were a
total of 180 BTC trips completed and 22 RMR trips completed system-wide for the month
of July.
The 2015 Special Olympics World Summer Games took place in Los Angeles County from
Saturday, July 25, 2015 thru Sunday, August 2, 2015. The World Games featured various
competitions involving 6,500 athletes with intellectual disabilities from 177 countries.
Access staff, in partnership with LA Metro staff and the Special Olympics Transportation
Team, developed a plan for safe and efficient transportation of Access customers
attending the World Games. The plan included designated pick-up and drop-off points
for each of the 12 venues that extended throughout the four basin regions.
Coordination of service also extended to the Orange County Transportation Authority
(OCTA).
Lastly, a second series of community meetings were held throughout the four basin
regions to discuss the proposed Dynamic Fare Structure and policy with Access
customers. Access Operations staff played a key role in monitoring transportation to,
and assisting with, the meetings. The communities of Encino, West Hollywood,
Lakewood, and El Monte hosted community meetings and a public hearing was held at
the Metro headquarters building in Los Angeles.
Rogelio Gomez – Project Administrator
Southern Region
In July, GPI experienced technical failures that prohibited trips from being transferred
to their dispatch system causing delays in their routing and ultimately in performance.
To mitigate the lateness of trips, GPI utilized additional resources in the field as well
as in their call center. The technical issue was resolved by end of the month. Despite
GPI’s efforts to stabilize performance, they completed the month with an on-time
performance of 87.8 percent and 0.11 percent Late 4’s.
30
A highlight of the month for GPI was the Certificate of Appreciation received by four of
their staff members for their outstanding service. The certificates were presented by
Terri Lantz, Client Rights Advocate, at United Cerebral Palsy center in Culver City.
GPI received a total of 236 Access customer commendations in July.
Santa Clarita Region
July was the month of safety for Santa Clarita Transit (SCT). SCT kicked off their first
week with safety meetings with drivers and followed up with them out on the road.
Throughout the month SCT continued their focus on safety and reemphasized their
mantra of “safety first”. The message also touched on ensuring that our customers stay
cool from the heat in sunny Santa Clarita, where temperatures reached the high 90’s
regularly in July.
Randy Johnson - Project Administrator
Eastern Region
The Eastern Region Service provider, San Gabriel Transit Inc. (SGT), assisted with
transportation for Access customers to the Special Olympics World Summer Games
2015, and the Disability Fest/Los Angeles ADA 25 Celebration.
SGT received a total of 216 Access customer commendations in July.
SGT experienced delays in answering reservation calls in July as the target for calls on
hold > 5% was not met (6.6%). Access and SGT staff worked together on a plan of action
and expects the standard to be met in August.
West Central
California Transit Inc. (CTI) provided transportation from UCLA and the LA Convention
Center throughout the 2015 Special Olympics World Summer Games. In addition, CTI
provided transportation for Access customers for the Disability Fest 2015. The purpose
of this event was to celebrate the 25th anniversary of the Americans with Disabilities
Act (ADA). Communities Actively Living Independent & Free (CALIF) and City of Los
Angeles Department of Disability (LADOD) hosted the event in front of Los Angeles City
Hall. The celebration emphasized the importance of the ADA, and the impact that
people with disabilities have contributed to our society.
CTI received a total of 99 Access customer commendations in July.
CTI experienced delays in answering reservation calls in July as the target for calls on
hold > 5% was not met (6.8%). Access and CTI staff worked together on a plan of action
and expects the standard to be met in August.
Fayma Ishaq - Project Administrator
Northern Region
The first of four community meetings on the Dynamic Fare Structure was held at the
Encino Community Center on Saturday, July 18, 2015. Access Executive Director Shelly
Verrinder was in attendance as the lead moderator. The meeting was well attended
with more than thirty Access customers in attendance. Aside from presenting and
31
clarifying matters related to the proposed dynamic fare structure, the meeting
provided customers the opportunity to voice concerns about the proposed fare structure
and federal policy. Riders were very curious to know what they could do to have their
voices heard by policy makers in Washington, D.C.
Access and MV staff also strategized on making minor changes to the Parents with
Disabilities (PWD) program to ensure long term success. Now in its third year of
operation, the program has 41 registered riders and provided 537 trips in August.
MV received a total of 80 Access customer commendations in July.
Antelope Valley Region
Diversified Transportation (DT) and Access performed joint community outreach efforts
at Olive View UCLA Medical Center and the Adult Day Care Center in Lancaster in July.
The purpose of the visits was to strategize and improve safe pick-up and drop-off
locations for customers. Sawin Ghaim, Director of Adult Day Care Center located in
Lancaster was present with Access staff to evaluate the location. Access staff spoke to
customers at the Olive View UCLA Medical Center about their concern with transfer
trips in the region. Both locations received positive feedback on safety and operational
improvements for passenger pick-up and drop-off as well reservation notations by calltakers.
DT received a total of 28 Access customer commendations in July.
Sherry Kelley – Sr. Manager Customer Service – Customer Service Department
Update
Access Customer Service department received 47,096 calls system wide in the month
of July, in comparison to 46,567 calls in June. All Customer Service performance targets
were met system wide.
Customer Care team received a total of 989 service related complaints; 3.5 complaints
per 1,000 trips. All tickets received were investigated and closed at an average of 4.5
days.
The Community Advisory Committee (CAC) had a successful meeting at LA Metro.
Lastly, 750 staff commendations - Smiles! were filed by our customers in July; 68 of
which were filed on behalf of Access call center staff. We would like to congratulate
Christina Johnson, CSR for receiving the most smiles for the month of July!
David Foster - Project Administrator, Eligibility - Eligibility Department Update
In July 2015, the number of eligible Access riders reached 170,945, an increase of 1,761
(1.04%) eligible riders from the previous month. Additional statistics can be found
within the operations report of this board box.
As part of an internal reorganization, the Mobility Management team was reassigned to
the Eligibility Department during the month of July. The Manager of Eligibility,
Geoffrey Okamoto began working the Mobility Management team in July to streamline
the teams.
32
Mobility Management Statistics Report, July 2015
Month
Total
Number
of Calls
July
401
Total
Total
Number of
Number of
M obility
Non Access
M anagement
Customers
Database
Spoken
List, Spoken
With
With
155
(39%)
24
(6%)
Number of
Issues with
Phone
Numbers
40
(10%)
Number of
Voice
M essages
175
(44%)
Number of
Last Calls
and No
Answers
5
(1%)
Number of
Calls
Waiting for
Follow-Up.
2
(0%)
For the month of July, calls made by mobility management staff decreased by 23% from the previous month with a total of
401 calls made. Of the 401 calls logged, staff called and spoke with 179 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.
Three Events Attended:
MM Counselor Mayra Perez-Calderon attended the Conference of Minority Transportation Officials’ (COMTO) 44th National
Meeting & Training Conference in Boston, Massachusetts at Harvard. This was an opportunity for scholarship recipients to
meet the corporate sponsor Atkins North America’s CEO and other executives. The theme this year is “Growing America:
Embracing Innovation, Inspiring Leaders and Bridging Opportunities.”
Staff also attended the Los Angeles on Disability and CALIF’s celebration of the Americans with Disabilities Act 25 th
Anniversary, which was sponsored by the City of Los Angeles. At the Access booth, staff spoke with Access customers as well
as the community to share success stories and distribute information.
The final event was the City of Carson’s Senior Information and Resource Fair that provides seniors with information of
programs and services that can assist them with their daily needs to assure their quality of life. This event was scheduled
outdoors and it catches the seniors in between their lunch at the YMCA and bingo at the center. Seniors briefly stopped by
the Access table to obtain information regarding Access Services as they hurried off for bingo which is always a crowd-pleaser.
33
BOARD BOX ITEM #8
SEPTEMBER 18, 2015
TO:
BOARD OF DIRECTORS
FROM:
MELISSA THOMPSON, DATA ANALYST
RE:
OPERATIONS REPORT FOR JULY 2015
Below is a summary of the key operating statistics for JULY 2015, as well as, operation
data for the previous month (JUNE 2015) and Fiscal Year to Date (YTD):
MONTHLY OPERATIONS REPORT SUMMARY
Current
279,430
Last Month
272,040
% change
2.7%
YTD
279,430
Passengers per Vehicle Trip
1.30
1.30
0.0%
1.30
Average Trip Distance
9.19
9.23
-0.4%
9.2
511,412
488,661
4.7%
511,412
91
86
5.9%
83
5.4%
4.9%
0.5%
4.8%
On-Time Performance
90.9%
92.1%
-1.2%
91.9%
Late 4 Trips
0.09%
0.05%
0.04%
0.09%
170,945
169,184
1.0%
170,945
Total Trips
Total Calls to Providers
Average Initial Hold Time
(seconds)
% of Calls on Hold More Than
5 minutes
Total Registered Customers
34
MONTHLY PROVIDER SUMMARY: ALL TRIPS
Passengers
Trips
Back Up
Trips
Passengers
per Trip
Eligible
Passengers
per Trip
SYSTEM WIDE
JUN-15
JUL-15
% Change
353,295
364,158
3.1%
272,040
279,430
2.7%
476
438
-8.0%
1.30
1.30
0.0%
1.00
1.00
0.0%
SGT - Eastern Region
JUN-15
JUL-15
% Change
98,399
102,466
4.1%
74,610
77,278
3.6%
9
5
-44.4%
1.32
1.33
0.8%
0.92
0.93
1.1%
91,719
93,350
1.8%
10
2
-80.0%
1.28
1.29
0.8%
1.02
1.02
0.0%
42,342
43,599
3.0%
457
431
-5.7%
1.31
1.32
0.8%
1.03
1.03
0.0%
50,009
51,229
2.4%
0
0
0.0%
1.27
1.27
0.0%
1.02
1.03
1.0%
10,651
11,242
5.6%
0
0
0.0%
1.39
1.40
0.7%
1.04
1.03
-1.0%
2,709
2,732
0.8%
0
0
0.0%
1.19
1.17
-1.7%
1.02
1.01
-1.0%
GPI - Southern Region
JUN-15
117,808
JUL-15
120,333
% Change
2.1%
CTI - WC - West Central Region
JUN-15
55,603
JUL-15
57,529
% Change
3.5%
MV - San Fernando Valley Region
JUN-15
63,411
JUL-15
64,894
% Change
2.3%
DT - Antelope Valley Region
JUN-15
14,855
JUL-15
15,732
% Change
5.9%
SCT - Santa Clarita Region
JUN-15
JUL-15
% Change
3,219
3,204
-0.5%
35
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
68
0
30
32
6
0
0
Previous
Month
78
30
4
2
40
2
0
YTDAverage
68
0
30
32
6
0
0
* 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
197
21
68
21
32
27
28
Previous
Month
146
12
65
5
23
16
25
YTDAverage
197
21
68
21
32
27
28
* 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
Apr 1Jun 30
Jan 1Mar 31
Oct 1 – Jul 1Dec 31 Sep 30
87.6%
89.0%
89.4%
92.0%
8.6%
2.8%
0.7%
0.3%
7.4%
2.9%
0.5%
0.2%
9.0%
1.0%
0.1%
0.4%
6.1%
1.4%
0.5%
0.0%
* 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.
36
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
459
348
135
145
RESERVATIONS PHONE REPORTING
Standards:
Average Initial Hold Time <120 Seconds
% of Calls On Hold Over 5 minutes <5%
Previous
Month
360
293
113
95
YTDAverage
459
348
135
145
Current
Previous
Month
YTD
Average
Systemwide
Calls Answered
Average Initial Hold Time
% Of Calls On Hold More Than 5 minutes
511,412
91
5.4%
488,661
86
4.9%
511,412
91
5.4%
SGT - Eastern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
124,415
86
6.6%
119,299
82
5.9%
124,415
86
6.6%
GPI - Southern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
169,937
95
5.4%
161,669
82
4.9%
169,937
95
5.4%
CTI - West – Central Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
121,101
87
6.8%
112,817
73
4.8%
121,101
87
6.8%
MV Transit - San Fernando Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
71,955
97
3.2%
71,907
116
4.2%
71,955
97
3.2%
DT - Antelope Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
19,877
91
1.9%
18,952
95
2.7%
19,877
91
1.9%
37
SCT - Santa Clarita Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
4,127
51
2.7%
4,017
45
2.1%
4,127
51
2.7%
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
46,083
46,567
46,083
Average Initial Hold Time
89
90
89
Average Call Duration
208
208
208
% of Calls on Hold More Than 5 Minutes
7.1%
8.5%
7.1%
% of Abandoned Calls
5.7%
5.7%
5.7%
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
11,170
83
204
6.6%
4.1%
12,884
117
218
13.0%
6.3%
11,170
83
204
6.6%
4.1%
24,593
90
187
6.6%
5.9%
23,987
72
186
5.1%
4.5%
24,593
90
187
6.6%
5.9%
35,763
87
193
6.6%
5.3%
36,871
88
197
7.9%
5.2%
35,763
87
193
6.6%
5.3%
Operations Monitoring Center (OMC)
38
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
6,936
93
263
8.5%
7.5%
6,723
105
252
11.6%
8.0%
6,936
93
263
8.5%
7.5%
3,384
93
255
9.8%
5.3%
2,973
81
247
9.0%
7.1%
3,384
93
255
9.8%
5.3%
10,320
93
260
8.9%
6.8%
9,696
98
250
10.8%
7.7%
10,320
93
260
8.9%
6.8%
Eligibility Determinations
ADA Paratransit Evaluations
Current
Completed
UNRESTRICTTED
2,722
RESTRICTED
701
TEMPORARY
457
NOT ELIGIBLE
920
TOTAL
4,800
Previous
Month
YTDAverage
3,035
704
373
839
4,951
2,722
701
457
920
4,800
466
4,334
Re-certifications (in Person)
New Applicants
466
4,334
773
4,178
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
5,791
5,856
15
3
23
15
3
28
15
3
23
Previous
Month
YTDAverage
ADA Paratransit Eligibility Appeals
Current
5,791
39
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)
203
295
29
391
74
4
11
161
70%
18%
179
200
26
368
51
4
5
96
67%
16%
203
295
29
391
74
4
11
161
70%
18%
14
13
14
Previous
Month
6,312
1,249
5,063
YTDAverage
6,958
1,628
5,330
OPERATIONS MONITORING CENTER ACTIVITY
Logged Calls to OMC*
TOTAL CALLS:
Late Calls
Other (CSC/Reservations)
Current
6,958
1,628
5,330
*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
88
925
5
610
1,628
Previous
Month
96
673
10
470
1,249
YTDAverage
88
925
5
610
1,628
Current
Previous
Month
YTDAverage
62
44
Previous
Month
YTDAverage
44
Current
40
Incidence of Vehicles Sent to Wait w/the
Customer until Arrival of Accessible
Vehicle
0
10
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
90.91%
9.09%
6.97%
1.68%
0.36%
0.09%
3.87%
1
Previous
Month
92.07%
7.93%
6.32%
1.31%
0.25%
0.05%
3.72%
3
YTD
90.91%
9.09%
6.97%
1.68%
0.36%
0.09%
3.87%
1
0.00%
0.14%
0.00%
Current
93.06%
6.94%
5.26%
1.28%
0.27%
0.12%
2.91%
0
Previous
Month
93.11%
6.89%
5.19%
1.33%
0.30%
0.06%
2.97%
0
YTD
93.06%
6.94%
5.26%
1.28%
0.27%
0.12%
2.91%
0
0.00%
0.83%
0.00%
Current
90.94%
Previous
Month
91.27%
YTD
90.94%
41
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
9.06%
6.80%
1.84%
0.35%
0.07%
4.30%
1
8.73%
6.80%
1.49%
0.35%
0.09%
4.19%
1
9.06%
6.80%
1.84%
0.35%
0.07%
4.30%
1
0.00%
0.00%
0.00%
Current
87.79%
12.21%
9.00%
2.49%
0.61%
0.11%
4.75%
0
Previous
Month
91.27%
8.73%
7.03%
1.44%
0.22%
0.03%
4.24%
0
YTD
87.79%
12.21%
9.00%
2.49%
0.61%
0.11%
4.75%
0
0.00%
0.00%
0.00%
Current
92.88%
7.12%
6.13%
0.86%
0.12%
0.02%
3.16%
0
Previous
Month
92.26%
7.74%
6.49%
1.01%
0.21%
0.04%
3.06%
2
YTD
92.88%
7.12%
6.13%
0.86%
0.12%
0.02%
3.16%
0
0.00%
0.00%
0.00%
Current
91.61%
8.39%
Previous
Month
93.21%
6.79%
YTD
91.61%
8.39%
42
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
6.98%
1.28%
0.13%
0.00%
3.05%
0
5.75%
0.93%
0.11%
0.00%
3.41%
0
6.98%
1.28%
0.13%
0.00%
3.05%
0
0.00%
0.00%
0.00%
Current
96.40%
3.60%
2.91%
0.35%
0.13%
0.09%
3.47%
0
Previous
Month
94.93%
5.07%
3.98%
0.88%
0.13%
0.04%
3.14%
0
YTD
96.40%
3.60%
2.91%
0.35%
0.13%
0.09%
3.47%
0
0.00%
0.00%
0.00%
43
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
102
134
82
9
382
164
49
1
13
43
7
988
3.3
660
1
0
26
43
9
2
88
43
11
0
1
9
3
236
3.1
216
1
0
15
15
8
1
56
15
5
0
0
5
0
121
2.4
99
0
0
46
48
52
5
178
58
22
1
9
25
3
447
4.4
236
0
0
9
23
8
0
43
39
6
0
2
4
1
135
2.0
80
0
0
4
5
5
1
17
6
4
0
1
0
0
43
3.7
28
0
0
2
0
0
0
0
3
1
0
0
0
0
6
1.1
1
44
Travel Training Statistics
Travel Training, Fiscal Year 2014-2015
June – 15
July - 15
YTD
Average # of Trips per-week, Month 2
18
17
17
18
0
0
21
14
7
23
22
18
23
0
0
23
18
5
23
22
18
23
0
0
23
18
5
Estimated Bus Trips Taken, YTD
25,516
399
399
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.
45
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
46