Board Box
December 21, 2015
ITEM
1.
BOARD BOX ITEM
RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR
DECEMBER 2015
STAFF
PAGES
A. COLAIACE
2
3
2.
OUT OF STATE TRAVEL UPDATE FOR NOVEMBER
2015
C. MOTTA
3.
NEW EMPLOYEE UPDATE
F. MOSELEY
4-5
4.
SAFETY UPDATE FOR OCTOBER 2015
M. GREENWOOD
6-7
5.
RECAP PROCEEDING OF DECEMBER 14, 2015 BOARD
MEETING
D. CISCO
8-9
6.
UPDATE ROLLING BOARD AGENDA CALENDAR
F. JEWELL
10-11
7.
KEY PERFORMANCE INDICATORS OCTOBER 2015
M. THOMPSON
12-18
8.
FINANCIAL REPORT FOR OCTOBER 2015
H. RODRIGUEZ
19-33
9.
EXECUTIVE SUMMARY UPDATE FOR OCTOBER 2015
M. GREENWOOD/S.
KELLEY/D. FOSTER/S. WRENN
34-38
M. THOMPSON
39-51
10. OPERATIONS REPORT FOR OCTOBER 2015
BOARD BOX ITEM #1
DECEMBER 21, 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 previously reported in a Special Edition of Behind the
Scenes, President Obama has signed H.R. 22, the Fixing America’s Surface
Transportation (FAST) Act, into law. This long-awaited successor to the Moving Ahead
for Progress in the 21st Century Act (MAP-21) authorizes surface transportation programs
at $305 billion over 5 years. More importantly, this 1,300 page bill included one sentence
that specifically addressed Access’ coordinated fare system and, we believe, allows us
to keep the current fare system that has worked for this Agency and its customers for
the last 20 years. The language is as follows:
Notwithstanding the provisions of section 37.131 (c) of Title 49, Code of Federal
Regulations, any paratransit system currently coordinating complementary paratransit
service for more than 40 fixed route agencies shall be permitted to continue using an
existing tiered, distance-based coordinated paratransit fare system, if the fare for the
existing tiered, distance-based coordinated paratransit fare system is not increased by
a greater percentage than any increase to the fixed route fare for the largest transit
agency in the complementary paratransit service area.
The language starting with “if the fare for the existing” was added to our original
language in the Conference Committee and, we believe, links any future Access fare
changes to those of Metro, which is the largest transit agency in our area.
Again, we would like to thank everyone in our coalition -- staff, Board members and
community members -- who spent a lot of time and effort informing Congress how
changing our fare system would have real negative impacts on customers. We believe
that hearing from our customers was one of the key elements that allowed us to get
traction on this issue. And we certainly couldn’t have accomplished this without
Congresswoman Grace Napolitano, her staff member Joe Sheehy and the Los Angeles
County Congressional Delegation who were all incredibly supportive of our efforts.
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
2
BOARD BOX ITEM #2
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT
RE:
OUT OF STATE TRAVEL UPDATE FOR DECEMBER 2015
The following is a list of out-of-state meetings for DECEMBER 2015.
American Public Transportation Association
Washington, DC
December 1-6, 2015
The below mentioned Access Services staff member traveled to Washington, DC, for
the American Public Transportation Association Leadership Training Program. The
training offered the opportunity to learn strategies and techniques that will assist in
leadership in the transportation industry.
F Scott Jewell, Chief Operating Officer
American Public Transportation Association
Washington, DC
December 2-4, 2015
The below mentioned Access Services staff member traveled to Washington, DC, for
the American Public Transportation Association Legislative Committee Meetings.
Further detail is provided in the Legislative Report
Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs
3
BOARD BOX ITEM #3
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, HUMAN RESOURCES
RE:
NEW EMPLOYEE UPDATE
New Employees
There were two new employees hired at Access this past month.
Sarah Boden has joined Access Services as Deputy Executive Director/Chief Operating
Officer. In this role, she will be responsible for administering the daily operations of
Access Services, one of the largest independent paratransit agencies in the United
States. She will be responsible for overseeing the safe, efficient delivery of paratransit
in Los Angeles County which includes, but is not limited to, the agency functions of
Operations, Client Relations, Eligibility, Mobility Management, Customer Service,
Business Analytics and Information Technology. Sarah will represent the agency in the
absence of Shelly Verrinder, Executive Director/President, and will work to ensure
effective employee and contractor relations by managing ongoing quality improvement
initiatives to meet agency goals. Sarah will report directly to Shelly Verrinder,
Executive Director/President.
Prior to joining Access, she took her first step into the transit industry where she spent
2 years as the President–DDS Transit for DDS Wireless, a $40m publicly traded company
(TSX), where she focused on hardware and software solutions for specialized
transportation. In this role, she was responsible for leading the company through a
transformation of its product, culture and operating infrastructure. She was bitten by
the startup bug, and took on President and CEO roles at technology companies, usually
backed by Private Equity or Venture Capital Firms. As the President/Chief Executive
Officer, she and her team bought Earth Class Mail to profitability. Earth Class Mail is
the leading SaaS platform providing on line mail and parcel management services
supporting over 6,500 customers in 170 countries. As the President/Chief Operating
Officer of Print Inc., she helped sell Print, Inc. to Pitney Bowes for $47M. She served
in a General Management role as the Chief Operating Officer of Bowne, Inc.’s $250M
Global Solutions Division. She served in larger CFO roles, culminating the finance
segment of her career where she worked as the Chief Financial Officer of Thomson
Learning’s International Division and as Chief Information Officer of Thomson Financial,
a $2.5B division of the Thomson Corporation. She also worked with Simon and Schuster,
Citibank N.A, Shearson Lehman Hutton and Reliance Group Holdings Inc. Sarah began
her career in Finance as an Auditor at Deloitte and Touche, LLP.
4
Sarah received her Bachelor of Science in Economics from Lehigh University and
completed Executive Coursework at INSEAD, Babson, MIT and NYU Sloan. She is a
Certified Public Accountant and was recognized as a 2010 Stevie Award Winner for Best
Executive in a Small Business and 2010 Stevie Award Honorable mention for Best
Turnaround. In her spare time, Sarah loves to ride her road bike, cook, read and Skype
with her daughter, who goes to school in England.
Please join us in welcoming Sarah to the Access Services family!
Sharon Astier has joined Access Services as an Administrative Assistant. In this role,
she will be responsible for general office support such as internal and external
correspondence, filing, copying, arranging and/or coordinating internal and external
meetings. She will be responsible for preparing meeting minutes for the Annual
Membership Meetings, Community Advisory Committee and Board of Director’s
meetings when requested, assist in the facilitation of the monthly Board of Directors’
meetings and CAC meetings and scheduling captionist and sign language interpreters
for meetings as needed. She will coordinate locations for community meetings and act
as administrative support, serve as the backup for ordering office supplies and kitchen
supplies; manage and maintain the scheduling of the conference rooms for staff and
Metro, maintain executive files; prepare various spreadsheets; assist the Receptionist
and other Administrative Assistants when necessary as well as provide general office
support for all departments within the organization and special projects as
needed. Sharon will report directly to Donna Cisco, Administrative Manager/Board
Liaison
She joined Access as a Customer Service Representative with 20 years of experience in
the Customer Service and Sales arena. Sharon was previously a Customer Account
Manager with TelePacific Communications where she was managed initial and ongoing
sales training, assisted agents with creating, presenting and closing opportunities with
customers and secured monthly sales, implemented sales promotions and launched new
products services. She also spent 11 years with Pacific Bell-AT&T as a Business Service
Representative where she handled customer inquiries, complaints, billing questions and
payment extensions/service order requests in an inbound/outbound call-center
environment. She partnered with Sales Support Managers to issue sales orders for data
products, resolved product or service challenges and issued orders or adjustments to
ensure resolution; as well as negotiated orders and quoted charges with customers.
She earned her Associate of Science degree in Business Marketing & Management from
Long Beach College of Business.
5
BOARD BOX ITEM #4
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
MIKE GREENWOOD, DEPUTY EXECUTIVE DIRECTOR, OPERATIONS
& SAFETY
RE:
SAFETY UPDATE FOR OCTOBER 2015
Key Safety Indicators
Access’ preventable collision rate for October 2015 was 0.53 preventable collisions per
100,000 miles (compared to 0.48 in October 2014). October 2015’s rate was slightly
above the target of 0.50.
The total number of preventable collisions in October 2015 was 21, down from 22 in
September and Access’ preventable collision rate over the last 12 months just above the
target of 0.50 at 0.56.
Preventable Collisions per 100,000 miles
1.0
0.5
0.0
Department Activities
In October, the Safety Department accomplished the following:



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.
One staff member attended a Back Injury Prevention seminar.
Held its monthly Safety Steering Committee meeting with service providers.
6







Conducted seven root cause reviews in response to collisions and incidents.
Conducted one driver retraining file audit at a service provider.
Road Safety Inspectors conducted 37 location evaluations (pick-up/drop-off
locations checked for safety).
Road Safety Inspectors conducted 196 driver observations and 186 vehicle
inspections.
Road Safety Inspectors attended provider-driver safety meetings at MV
Transportation and California Transit.
Road Safety Inspectors conducted one rollout inspection at MV Transportation
Hired and trained a new Road Safety Inspector.
7
BOARD BOX ITEM #5
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON
RE:
RECAP PROCEEDING OF DECEMBER 14, 2015 BOARD MEETING
RECAP OF PROCEEDINGS
BOARD OF DIRECTORS MEETING
MONDAY, DECEMBER 14, 2015
METRO
One Gateway Plaza, 3rd Floor
Los Angeles CA 90012
ITEM
NO.
SUBJECT ITEM
ACTION TAKEN
3
CLOSED SESSION
None
4
SPIRIT OF ACCESSIBILITY AWARD
PRESENTATION
5
8-a
Review & Approval of Minutes From the Board Meeting
On September 28th, October 15th and October 27, 2015
Consideration to Extend Term and Increase Funds –
Information Technology Consulting Services Contract
(AS-3039)
Approved
Approved/On Consent
Calendar
8-b
Consideration to Extend Term and Increase Funds –
Telecommunication Consulting Services (AS-3419)
Approved/On Consent
Calendar
8-c
Consideration to Extend Term and Increase Funds – TAP Approved/On Consent
Card Production Memorandum of Understanding (MOU) Calendar
8-d
Consideration to Approve 2016 Board of Directors
Meeting Calendar
8-e
Consideration to Approve Reappointment of Community Approved/On
Advisory Committee Group A and Member Terms
Consent Calendar
9
Consideration to Approve the Award of a Customer
Service Center Contract (AS-3955)
Approved/On
Consent Calendar
Tabled to The Next
Board Meeting
8
10
Access Services Dynamic Fare Update
Presentation (held
over to the next
Board meeting)
11
Status Update on Metro’s Review of Access Services
Receive/File
9
BOARD BOX ITEM #6
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
F SCOTT JEWELL, DIRECTOR OF ADMINISTRATION
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.
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
Consideration to Approve
February 22, 2016
Board Meeting - Metro
Item
Consideration to Approve
Consideration to Approve
Customer Service Center Services Contract
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
10
March 23, 2016
Annual Membership Meeting – California Endowment Center
Item
Description
Consideration to Approve
By-Law changes
11
BOARD BOX ITEM #7
DECEMBER 21, 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 OCTOBER
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.
12
Operations Performance
Trips
Budgeted Trips
Completed Trips
325,000
299,524
300,000
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%
89.73%
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.
13
Late 4
2014
2015
0.10% Standard
0.25%
0.20%
0.15%
0.14%
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
4.0
4
2
0
Jan
Mar
May
Jul
Sep
Nov
Complaints per 1,000 Trips is the ratio of valid service complaints to completed
trips.
14
Average Initial Hold Time
2014
2015
120 Sec Standard
140
120
100
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%
8%
6%
4%
5.4%
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.
15
Denials
2014
2015
1% Standard
1.2%
1.0%
0.8%
0.6%
0.4%
0.2%
0.14%
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.
16
Customer Service Performance
CS Average Initial Hold Time
2014
2015
300 Sec Standard
400
300
200
109
100
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
214
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.
17
CS Calls On Hold > 5 Min
2014
2015
10% Standard
25%
20%
10.7%
15%
10%
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%
8%
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.
18
BOARD BOX ITEM #8
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
HECTOR RODRIGUEZ, CONTROLLER
RE:
FINANCIAL REPORT FOR OCTOBER 2015
Attached for your review are the draft financial reports for October 2015.
Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:









Passengers: 0.1% over budget
Contract Revenue Miles: 2.2% under budget
Trips: 0.3% under budget
Completed Eligibility Interviews: 1.6% over budget
Average Trip Distance: 1.9% under budget at 9.12 miles
Total cost per Passenger (before depreciation): 6.0% under budget
Administration Function is 13.9% under budget
Eligibility Determination Function is 4.9% under budget
Paratransit Operations Function is 5.6% under budget
Attached are the following reports for your review:






Statistical Comparison: October 2014 to October 2015
Expenses by Functional Area
Budget to Actual Comparison of Statistics
YTD Budget Results
Graph: YTD PAX Cost Comparison
Detailed Financial Reports
19
Expenses by Functional Area
For the YTD Period Ending October 2015
% Over
<Under>
Previous
Yr.
% of
Cost
YTD
Actual
YTD
Budget
Variance
% Over
<Under>
Budget
88.5%
$42,213,088
$44,711,904
$(2,498,816)
(5.6)%
1.5%
Eligibility
Determination
6.9%
3,306,968
3,476,756
(169,788)
(4.9)%
2.9%
CTSA/Ride Information
0.4%
181,472
202,328
(20,856)
(10.3)%
1.5%
Administrative
3.9%
2,020,162
2,345,488
(325,326)
(13.9)%
(15.0)%
$50,736,476 $(3,014,786)
(1.3)%
0.9%
Paratransit Operations
Total Exp before
Depreciation
$47,721,690
20
Statistics - - For the YTD Period Ended October 2015
YTD
Actual
Number of Completed Cert
Interviews
Number of PAX
Number of Contract Revenue Miles
Number of Trips
YTD
Budget Variance
% Over
<Under>
Budget
% over
<Under>
Previous Yr
23,755
23,370
(385)
1.6%
5.0%
1,485,404
1,484,343
1,061
0.1%
3.6%
10,362,434
10,590,441
(228,007)
(2.2)%
4.4%
1,136,072
1,139,547
(3,475)
(0.3)%
3.0%
9.12
9.29
(0.17)
(1.9)%
1.3%
Average Trip Distance
Purchased Transportation Cost
Cost per Trip
$
33.52
$
34.70
$
(1.17)
(3.4)%
1.0%
Cost per PAX
$
25.64
$
26.64
$
(1.00)
(3.7)%
0.4%
Cost per Contract Rev Mile
$
3.68
$
3.73
$
(0.05)
(1.6)%
(0.4)%
$
32.13
$
34.18
$
(2.05)
(6.0)%
(2.6)%
Total Cost per Pax before
depreciation
21
Budget Results for FY 2015/2016
For the YTD Period Ending October 2015
% Over
<Under>
Budget
$50,736,476 $ (3,014,786)
(5.9)%
5.8%
YTD
Actual
Total Expense Before Capital as
of October 2015
$47,721,690
Revenue
Passenger Fares
Other Revenue
Total Revenue
Capital Expenditures
Vehicles
Other Capital Expenditures
Total Capital Expenditure
$
% over
<Under>
Previous Yr
Variance Over
<Under>
Budget
YTD
Budget
3,250,117
114,983
3,365,100
3,195,506
107,723
3,303,229
54,611
7,260
61,871
1.9%
(3.8)%
0
94,870
94,870
0
94,390
94,390
0
480
480
0.5%
0.5%
Under Budget as of October 2015
$
$
$(5,360,807)
Adjustments:
Total Adjusted Under Budget YTD October 31, 2015
$(5,360,807)
22
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
Oct-14
$ 32.30
Oct-15
$ 32.13
23
Access Services
Balance Sheet
October 31, 2015
DRAFT
ASSET S
Current Assets:
Cash
Due from FTA
Due from MTA
CMAQ Grant Receivable
Accounts Receivable-Miscellaneous
Prepaid Expenses
Deposits
21,576,870
21,902,130
263,190
75,097
6,835,981
26,389
Total Current Assets
50,679,657
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
33,058,248
207,812
2,712,609
2,451,884
162,015
38,592,568
(23,657,275)
14,935,292
Deposits – Long Term
Total Long Term Assets
14,935,292
TOTAL ASSETS
65,614,950
24
Access Services
Balance Sheet
October 31, 2015
DRAFT
LIABILITIES AND NET ASSETS
Current Liabilities:
Accounts Payable-Trade
Accounts Payable-Providers
Insurance Reserve
Accrued Expenses
Other Liabilities
1,189,551
9,686,133
3,634,865
5,160,830
-
Total Current Liabilities
21,712,216
Other Liabilities:
Deferred Revenue
44,725,259
TOTAL LIABILITIES
Net Assets:
Temporarily Restricted
TOTAL LIABILITIES AND NET ASSETS
66,437,476
(822,526)
65,614,950
25
Access Services
Statement of Cash Flow
For Period Ending October 31, 2015
Cash – Beginning Balance 10/1/15
20,771,384
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
4,079,881
867,356
103
72,569
12,913,408
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
12,647
717,817
9,483,638
546,743
655,700
691,377
12,107,922
Increase (Decrease) in Cash Reserves
Cash – Ending Balance 10/31/15
805,486
21,576,870
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.
26
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
Less : Total Capital Expenditure During FY 15/16
27
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
28
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
29
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 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
OTHER ACTIVITIES
0.303205
30
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 2015
Current
Month
Actual
Current
Month
Budget
Current
Variance
Over (Under)
YTD
Actual
YTD
Budget
YTD
Variance
Over (Under)
Salaries & Related Benefits - CTSA
31
2015/16
Budget
% of 15/16
Budget
Reached
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 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
61.97%
Total - Administrative Expense
12,212,103
12,927,829
(715,726)
50,736,476
(3,014,786)
32
Access Services
Statement of Revenue, Expenses and changes in Fund Balance
For Period Ending October 31, 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/Ex pansion)
Vehicle Equipment
3,864
3,865
(2)
16,894
16,415
479
25.27
26.50
(1.22)
25.64
26.64
(1.00)
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)
SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS
COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE
REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT
TOTAL CAPITAL EXPENDITURES
avg trip
avg trip plan
33
BOARD BOX ITEM #9
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
ACCESS SERVICES MANAGEMENT STAFF
RE:
EXECUTIVE SUMMARY UPDATE FOR OCTOBER 2015
Mike Greenwood – Deputy Executive Director, Operations
In October, on-time performance (OTP) closed at 89.6 percent with 0.16 percent Late4
trips. The continuing struggle for contractors to attract and retain driver resources
along with peak season traffic congestion and ridership demand were the largest
contributing factors for not meeting standard. In addition, calls on hold over 5 minutes
closed at 5.4 percent. The average initial hold time standard was met at 110 seconds.
Operations staff continued to meet and discuss with the contractors on improving
service in the upcoming months, including some “out-of-the-box” solutions to address
challenges.
On Sunday, October 4, 2015, Access staff participated in the 11 th Annual “Strikes-nSpares” bowling fundrasier hosted by Soroptomist of the Verdugos, an organization that
works to improve the lives of women and girls through programs leading to social and
economic empowerment. Along with a team comprised of Access staff, Global
Paratransit, MV Transportation and California Transit/San Gabriel Transit each put
together a team and participated in the bowling event that helped raise over four
thousand dollars.
On Monday, October 12, 2015, Anthony Santiago started work as an Operations Service
Monitor (OSM). Anthony comes to the Operations Team from Access’ Customer Service
Department and will be responsible for monitoring service quality and ensuring that
contractors meet performance standards.
Lastly, the OSMs hosted the bi-monthly Road Supervisor Meeting on Thursday, October
29, 2015. All six contractors were in attendance. The meeting focused on the distinct
challenges and safety awareness related to Halloween and its increase of pedestrian
activity at night, an end to daylight savings time, as well as the upcoming holiday
season. Additionally, the meeting provided the opportunity to review recent changes
to Operations Bulletins and reemphasize the importance of drivers having their Driver
Pledge Card present at all times while providing revenue service.
Rogelio Gomez – Project Administrator
34
Southern Region
The month of October is part of the peak season for Access Services and for the past
few years, Global Paratransit Inc. (GPI) has completed an average of 90,000 trips in
that month. However, this October, GPI reached another milestone by breaching the
100,000 trip mark. GPI completed a total of 103,664 trips for the month with an OTP
of 89.44 percent and 0.10 percent Late4 trips.
October also played host to GPIs Call Center Appreciation Month where GPI Management
thanked their call-takers for all their diligent work in providing quality customer
service.
Lastly, Kelly Taplette was introduced as a new Call Center Supervisor at GPI.
Santa Clarita Region
In late October, OSM Jessica Thompson conducted a Call-taker/Dispatcher File Audit
with Santa Clarita Transit (SCT). The purpose for this audit was to ensure compliance
under the terms of the contract. The audit resulted in no findings.
From a safety perspective, SCT conducted a Safety Blitz where MV General Manager
Lorraine Lopez, Assistant General Manager Keith Mbulo, and Safety and Training
Manager Ivanna Samokish all dressed in costumes as part of the Halloween Celebration
to raise awareness. The safety message was to slow down and to pay closer attention
of pedestrians and trick-or-treaters. Apart from the safety reminders, each driver
received a goodie-bag with snacks, candies, safety messages, and a safety trivia sheet.
Randy Johnson - Project Administrator
Eastern Region
During October, San Gabriel Transit (SGT) continued to struggle meeting performance
standards, in particular OTP and calls on hold over 5 minutes. SGT continued their
efforts to recruit drivers but have struggled to reach their desired number due to the
competition for employees in Los Angeles County as a result of rising wage levels and
transportation network companies. Access staff continued discussions with SGT
management to review their strategies to attract and recruit additional employees.
For the Call Center, SGT made an improvement in hold times closing the month of
October at 6.7 percent of calls on hold over 5 minutes and meeting the average initial
hold time at 96 seconds from the 19.6 percent of calls on hold over 5 minutes and an
average initial hold time of 163 seconds in September. Furthermore, SGT named Jackie
Pinzon as the new Call Center Manager.
OSM Faustino Salvador conducted the Call-taker/Dispatcher File Audit to ensure
compliance under the terms of the contract. There were no audit findings. Additionally
Fleet Maintenance Supervisor William Kim and Safety Analyst Luis Pacheco conducted
a semi-annual OSHA facility inspection and determined that SGT was in compliance.
SGT also conducted safety meetings throughout the month with a focus on making
complete stops at stop signs and red lights.
West Central
35
California Transit, Inc. (CTI) struggled to meet performance standards during the month
of October due to continued increase in service demand for the region. In the month
of October, OTP and Late4 trips improved slightly, but still failed to meet standards.
Management is looking at options to increase employee and sub-contractor driver
resources to meet trip demand. Access staff will continue to have discussions with
management to review their plans to make service improvements for November.
The call center made an improvement on calls on hold over 5 minutes and the average
initial hold time from 20.0 percent and 165 seconds in September, to 6.6 percent and
95 seconds in October.
OSM Faustino Salvador conducted the Call-taker/Dispatcher File Audit to ensure
compliance under the terms of the contract. All files were in compliance with no
findings. CTI also conducted safety meetings throughout the month which focused on
defensive driving and sensitivity.
Fayma Ishaq - Project Administrator
Northern Region
Access staff attended MV Transportation’s (MV) annual Chili Cook-off Contest on Friday,
October 30, 2015. OSM Christina Blanco participated as a judge and had the opportunity
to taste the delicious chili recipes. The top three chili dishes were awarded prizes and
bragging rights for the year.
OSM Christina Blanco conducted a Call-taker/Dispatcher File Audit. All files were in
compliance with no findings.
Community Outreach was performed at three facilities: Community Integration Services
in Granada Hills, Life Skills Treatment Program in San Fernando, and the Pacoima Adult
Day Program in Pacoima. These facilities had questions about the negotiation policy,
rider no-shows, routing, and lack of facility location familiarity by drivers for passenger
drop-offs. All these concerns have been discussed with the contractor and facility staff
to implement viable solutions in the region.
Antelope Valley Region
In mid-October, Diversified Transportation (DT) experienced drastic weather conditions
that caused flooding in the region. The rain, hail, and mud caused streets to become
inaccessible for a few weeks because of the debris. The night of the incident, DT drivers
were all placed on a safety alert and utilized safe zone parcels like the City ParkAntelope Valley Transit Authority (AVTA) transfer location before being permitted to
return to the DT yard. The clean-up process shut down some highly utilized streets and
drivers used detour routes to transport passengers in the region.
OSM Christina Blanco conducted the Call-taker/Dispatcher File Audit.
resulted in no findings.
The audit
Sherry Kelley – Sr. Manager Customer Service – Customer Service Department
Update
36
Access Customer Service department received 45,933 calls system wide in the month
of October, in comparison to 46,268 calls in September. Customer Service made 3 of 4
performance targets for October; calls on hold over 5 minutes being slightly over 10%.
Customer Service and Operations Monitoring Center had a challenging month, with
unforeseen call spikes and the loss of 2 staff Customer Service Representatives. We
hired 3 temporary Customer Service Representatives to replace FTE’s to ensure we
meet future demands.
Customer Care received a total of 1,189 service related complaints; 4.0 complaints per
1,000 trips. All tickets received were investigated and closed at an average of 5.8 days.
The Community Advisory Committee (CAC) had a successful meeting at LA Metro.
Lastly, 953 commendations - Smiles! Were filed by our customers in October; 105 of
which were filed on behalf of Access call center staff. We would like to congratulate
Sharon Astier, CSR for receiving the most smiles for the month of October!
David Foster - Project Administrator, Eligibility - Eligibility Department Update
In October 2015, the number of eligible Access riders reached 174,701, an increase of
1,194 (0.7%) eligible riders from the previous month. Additional statistics can be found
within the operations report of this board box.
October is traditionally a busy month for the Eligibility Department and CARE and this
year was no different. In addition to the normal activities, the following notable events
occurred:

As part of Access’ celebration of National Customer Service week, Access staff
visited all of our service providers’ call centers on Tuesday, October 6 th to deliver
Krispy Kreme donuts and balloons to show our appreciation to all of their hardworking staff. Manager of Eligibility, Geoffrey Okamoto and I visited CARE to
deliver their donuts and balloons and personally convey our appreciation of their
hard work.

Thursday October 8th was the first day conducting eligibility determinations at
Santa Clarita Transit’s facility. Access Manager of Eligibility, Geoffrey Okamoto
and I were on site for the first day to meet the applicants and provide our support
to CARE staff and Santa Clarita staff.

On Tuesday, October 12th, Access presented the Superior Service award to CARE
evaluator’s Records Clerk, Ms. Linda Brown. I had the honor and privilege of
presenting Ms. Brown with the Superior Service award and she provided a very
heartfelt acceptance speech.
37
Mobility Management Statistics Report, October 2015
Month
October
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
188
(40%)
28
(6%)
57
(12%)
Number of
Voice
M essages
186 (40%)
Number of
Last Calls
and No
Answers
5
(1%)
Number of
Calls
Waiting for
Follow-Up.
3
(1%)
For the month of October, calls made by mobility management staff remained unchanged from the previous month with
a total of 467 calls made. Of the 467 calls logged, staff called and spoke with 216 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 eight events attended for the month of October:

Service Center for Independent Life - SCIL Disability Awareness, Health and Wellness Expo (Claremont)

Family Focus Resource Center - Special Needs Resource Fair (Northridge)

Culver City 13th Annual Kids Carnival

LA County Board of Supervisors and the LA County Commission on Disabilities 24th Annual Access Awards Luncheon
and ADA 25 Anniversary Celebrations (Downtown Los Angeles)

City of Whittier 13th Annual Abilities Awareness Faire

City of Long Beach Department of Human Resources Citizens Advisory Commission on Disabilities Disability
Employment Awareness Month

City of Inglewood Transportation Information Day

Los Angeles Trade Technical College - Disability Awareness Day, Disabled Student Programs & Services
38
BOARD BOX ITEM #10
DECEMBER 21, 2015
TO:
BOARD OF DIRECTORS
FROM:
MELISSA THOMPSON, DATA ANALYST
RE:
OPERATIONS REPORT FOR OCTOBER 2015
Below is a summary of the key operating statistics for OCTOBER 2015, as well as, operation
data for the previous month (SEPTEMBER 2015) and Fiscal Year to Date (YTD):
MONTHLY OPERATIONS REPORT SUMMARY
Current
299,524
Last Month
281,891
% change
6.3%
YTD
1,136,072
Passengers per Vehicle Trip
1.31
1.31
0.0%
1.31
Average Trip Distance
9.07
9.09
-0.2%
9.1
553,269
515,265
7.4%
2,092,124
100
123
-18.6%
99
5.4%
10.1%
-4.7%
6.1%
On-Time Performance
89.7%
89.6%
0.2%
90.1%
Late 4 Trips
0.14%
0.21%
-0.07%
0.13%
174,701
173,507
0.7%
174,701
Total Trips
Total Calls to Providers
Average Initial Hold Time
(seconds)
% of Calls on Hold More Than
5 minutes
Total Registered Customers
39
MONTHLY PROVIDER SUMMARY: ALL TRIPS
Passengers
Trips
Back Up
Trips
Passengers
per Trip
Eligible
Passengers
per Trip
SYSTEM WIDE
SEPT-15
OCT-15
% Change
367,877
391,344
6.4%
281,891
299,524
6.3%
560
676
20.7%
1.31
1.31
0.0%
1.00
1.01
1.0%
SGT - Eastern Region
SEPT-15
OCT-15
% Change
102,747
108,854
5.9%
77,719
82,536
6.2%
10
13
30.0%
1.32
1.32
0.0%
0.93
0.93
0.0%
94,403
100,050
6.0%
6
8
33.3%
1.31
1.32
0.8%
1.04
1.06
1.9%
42,898
45,575
6.2%
544
655
20.4%
1.31
1.31
0.0%
1.02
1.02
0.0%
51,777
55,152
6.5%
0
0
0.0%
1.26
1.26
0.0%
1.02
1.02
0.0%
12,016
12,830
6.8%
0
0
0.0%
1.35
1.33
-1.5%
1.02
1.02
0.0%
3,078
3,381
9.8%
0
0
0.0%
1.13
1.13
0.0%
1.01
1.01
0.0%
GPI - Southern Region
SEPT-15
123,567
OCT-15
132,358
% Change
7.1%
CTI - WC - West Central Region
SEPT-15
56,388
OCT-15
59,769
% Change
6.0%
MV - San Fernando Valley Region
SEPT-15
65,427
OCT-15
69,460
% Change
6.2%
DT - Antelope Valley Region
SEPT-15
16,264
OCT-15
17,078
% Change
5.0%
SCT - Santa Clarita Region
SEPT-15
OCT-15
% Change
3,484
3,825
9.8%
40
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
60
30
0
0
30
0
0
Previous
Month
61
0
30
30
0
0
1
YTDAverage
68
15
15
16
17
4
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
182
26
56
25
38
15
22
Previous
Month
172
20
57
20
33
21
21
YTDAverage
181
23
60
23
32
20
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.
41
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
406
309
165
146
RESERVATIONS PHONE REPORTING
Standards:
Average Initial Hold Time <120 Seconds
% of Calls On Hold Over 5 minutes <5%
Previous
Month
399
287
124
135
YTDAverage
415
314
132
136
Current
Previous
Month
YTD
Average
Systemwide
Calls Answered
Average Initial Hold Time
% Of Calls On Hold More Than 5 minutes
553,269
100
5.4%
515,265
123
10.1%
2,092,124
99
6.1%
SGT - Eastern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
139,667
96
6.7%
130,079
163
19.6%
517,495
104
9.2%
GPI - Southern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
181,759
101
4.6%
169,970
87
3.1%
695,004
91
4.1%
CTI - West – Central Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
126,508
95
6.6%
117,775
165
20.0%
482,560
104
9.3%
MV Transit - San Fernando Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
78,725
118
4.8%
74,396
114
3.9%
298,872
110
4.0%
DT - Antelope Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
22,309
97
2.4%
18,892
96
2.2%
81,522
97
2.3%
42
SCT - Santa Clarita Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
4,301
44
1.7%
4,153
48
1.5%
16,671
53
2.2%
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
45,933
46,268
185,380
Average Initial Hold Time
109
90
91
Average Call Duration
214
209
208
% of Calls on Hold More Than 5 Minutes
10.7%
7.5%
6.9%
% of Abandoned Calls
8.6%
6.1%
7.0%
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
11,006
115
219
11.9%
6.7%
11,257
87
208
7.0%
4.6%
44,627
84
211
4.9%
5.1%
24,022
101
184
9.2%
8.0%
24,409
88
185
7.1%
6.0%
98,830
91
185
7.3%
6.9%
35,028
105
195
10.0%
7.6%
35,666
88
192
7.1%
5.6%
143,457
89
193
6.6%
6.4%
Operations Monitoring Center (OMC)
43
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
7,434
107
280
11.1%
11.8%
7,535
91
268
8.1%
7.2%
29,077
92
264
5.6%
9.1%
3,471
147
260
16.0%
12.6%
3,067
113
259
11.6%
8.9%
12,846
119
256
13.0%
9.9%
10,905
119
273
12.7%
12.0%
10,602
97
265
9.1%
7.7%
41,923
100
262
7.9%
9.4%
Eligibility Determinations
Previous
Month
YTDAverage
2,826
563
324
860
4,573
2,764
606
339
958
4,668
571
4,123
488
4,085
480
4,188
6,268
5,131
5,726
16
2
17
3
16
3
Previous
Month
YTDAverage
ADA Paratransit Evaluations
Current
Completed
UNRESTRICTTED
2,805
RESTRICTED
561
TEMPORARY
165
NOT ELIGIBLE
1,163
TOTAL
4,694
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
44
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)
209
248
29
456
80
2
2
118
57%
23%
253
210
25
380
68
1
4
92
59%
17%
228
252
29
407
75
3
6
118
61%
18.9%
12
10
12
Previous
Month
7,098
2,506
4,592
YTDAverage
7,047
2,084
4,963
OPERATIONS MONITORING CENTER ACTIVITY
Logged Calls to OMC*
TOTAL CALLS:
Late Calls
Other (CSC/Reservations)
Current
7,197
2,432
4,765
*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
248
1,173
260
751
2,432
Previous
Month
181
1,153
352
820
2,506
YTDAverage
171
1,050
156
708
2,084
Current
Previous
Month
YTDAverage
51
48
Previous
Month
YTDAverage
48
Current
45
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
89.73%
10.27%
7.71%
1.95%
0.47%
0.14%
3.87%
1
Previous
Month
89.57%
10.43%
7.66%
2.00%
0.56%
0.21%
3.94%
1
YTD
90.14%
9.86%
7.44%
1.85%
0.44%
0.13%
3.89%
3
0.14%
0.00%
0.05%
Current
88.89%
11.11%
7.84%
2.32%
0.71%
0.25%
3.22%
0
Previous
Month
88.63%
11.37%
7.81%
2.39%
0.82%
0.36%
3.34%
1
YTD
90.45%
9.55%
6.83%
1.94%
0.57%
0.22%
3.15%
1
0.00%
0.00%
0.00%
Current
87.88%
Previous
Month
87.69%
YTD
89.39%
46
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
12.12%
8.61%
2.57%
0.71%
0.24%
4.40%
0
12.31%
8.51%
2.65%
0.85%
0.31%
4.79%
0
10.61%
7.71%
2.16%
0.57%
0.17%
4.48%
1
0.00%
0.00%
0.28%
Current
89.44%
10.56%
8.04%
2.03%
0.40%
0.10%
4.39%
0
Previous
Month
89.68%
10.32%
7.78%
1.94%
0.44%
0.16%
4.42%
0
YTD
88.80%
11.20%
8.41%
2.21%
0.47%
0.11%
4.53%
0
0.00%
0.00%
0.00%
Current
91.92%
8.08%
6.75%
1.11%
0.18%
0.04%
3.13%
0
Previous
Month
91.55%
8.45%
6.86%
1.25%
0.27%
0.06%
3.04%
0
YTD
92.00%
8.00%
6.70%
1.08%
0.18%
0.04%
3.11%
0
0.00%
0.00%
0.00%
Current
91.53%
8.47%
Previous
Month
91.78%
8.22%
YTD
91.76%
8.24%
47
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
7.07%
1.27%
0.13%
0.00%
3.28%
1
6.77%
1.28%
0.16%
0.00%
3.04%
0
6.85%
1.23%
0.16%
0.00%
3.11%
1
0.00%
0.00%
0.00%
Current
95.37%
4.63%
3.82%
0.48%
0.18%
0.03%
3.14%
0
Previous
Month
95.18%
4.82%
3.44%
0.91%
0.18%
0.04%
2.85%
0
YTD
95.58%
4.42%
3.52%
0.51%
0.15%
0.05%
3.14%
0
0.82%
0.00%
0.00%
48
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
3
0
107
174
111
43
454
126
110
0
25
36
0
1,189
4.0
838
0
0
29
59
21
16
135
33
21
0
10
6
0
330
4.4
248
0
0
15
22
10
8
63
11
18
0
2
7
0
156
3.4
75
1
0
46
58
58
16
206
40
48
0
8
12
0
493
4.9
193
1
0
13
23
18
3
38
37
20
0
4
8
0
165
3.0
127
1
0
4
12
4
0
11
5
3
0
1
3
0
44
3.4
30
0
0
0
0
0
0
1
0
0
0
0
0
0
1
0.3
11
49
Travel Training Statistics
Travel Training, Fiscal Year 2015-2016
Sep – 15
Oct - 15
YTD
Average # of Trips per-week, Month 2
14
27
11
14
0
0
18
13
6
20
12
14
20
0
0
12
12
10
77
74
57
77
2
0
71
57
26
Estimated Bus Trips Taken, YTD
2,127
3,713
7,345
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.
50
Total Trips Comparison
FY 14/15
FY 15/16
350,000
300,000
250,000
200,000
150,000
100,000
50,000
Jul
Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
51