Board Box
NOVEMBER 24, 2014
ITEM
1.
BOARD BOX ITEM
RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR
OCTOBER 2014
STAFF
PAGES
A. COLAIACE
2-5
6-9
2.
NEW EMPLOYEE UPDATE
F. MOSELEY
3.
RECAP PROCEEDING OF NOVEMBER 17, 2014
BOARD MEETING
D. CISCO
10-11
4.
OUT OF STATE TRAVEL FOR OCTOBER 2014
C. MOTTA
12
5.
SAFETY UPDATE FOR SEPTEMBER 2014
M. GREENWOOD
13-14
6.
ROLLING BOARD MEETING CALENDAR
F. JEWELL
15-16
7.
KEY PERFORMANCE INDICATORS SEPTEMBER 2014
M. THOMPSON
17-23
8.
FINANCIAL REPORT FOR SEPTEMBER 2014
H. RODRIGUEZ
24-40
9.
EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2014
S. CHANG/S. KELLEY/M.
AVANCENA /K. HAGEN
41-45
10. OPERATIONS REPORT FOR SEPTEMBER 2014
M. THOMPSON
46-59
11. PROPOSED CHANGES TO NO SHOW POLICY
F. JEWELL
60-62
12. ACCESS ORGANIZATIONAL CHART
F. JEWELL
63-76
BOARD BOX ITEM #1
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND
GOVERNMENTAL AFFAIRS
RE:
RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES
Federal Legislative Activities: The 2014 mid-term elections saw the Republican Party win a
majority in the United States Senate and add to their majority in the United States House of
Representatives.
APTA reports: “Congress will return to Washington for a lame duck session in November and
December. During the lame duck, Congress is expected to act on FY 2014 appropriations bills,
which were extended only through December 11 under a continuing resolution, and possibly
on a tax extenders bill. Separately, Congress also needs to reauthorize the federal transit
and highway bill before that law expires this spring. Congress recently extended the existing
MAP-21 law, which authorizes federal transit and highway programs, through May 31, 2015,
and that law will need to be rewritten prior to the deadline to ensure the continuing
operation of federal transit and highway programs. Getting a surface transportation bill
through both Houses of Congress and to the President's desk before June will require
legislative action early in the 114th Congress, which begins in January.”
State Legislative Activities: The California Transit Association recently approved their 2015
Legislation program (attached).
Of interest is their plan to sponsor legislation enabling
transit systems to post signage warning riders that they may incur a fine if they don’t yield
their specially designated seats to people with disabilities, and grant statewide authority for
local agencies and/or law enforcement to levy these fines.
Local Legislative Activities: Staff had a number of meetings this month, including a meeting
with the Federal Transit Administration and Metro to discuss the findings (no shows, Origin to
Destination and fares) in Metro’s Triennial Review; a meeting with the Los Angeles City
Department of Aging to discuss how our agencies can work together and a meeting at the
Grove to discuss the best locations to put stand signs for our customers.
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
2
2015 STATE LEGISLATIVE PROGRAM
The California Transit Association’s 2015 State Legislative Program is an integral part of making
our vision a reality, and is part and parcel of our mission to further the interests of public
transportation as defined in our Strategic Plan.
Vision Statement
This statement contains our long-range vision for the transit industry and portrays the desired
future the Association seeks to achieve. Our Association’s vision is to have:
“Fully funded, efficient, and effective public transit systems operating in a balanced
transportation network.”
Mission Statement
To attain that vision we carry out our mission to:
“Support the needs of California’s public transit systems through advocacy and
education.”
Advocacy
The goal of the advocacy effort contained in our Strategic Plan is to:
“Influence decision makers to enact policies and supply funds supporting and advancing
public transit.”
The objectives of our advocacy effort are aimed at:

Ensuring that existing transit funds are protected.

Securing new funds for transit.

Pursuing laws and regulations that support transit and defeating those that impede transit’s
ability to meet the public’s mobility needs.
3
2015 STATE LEGISLATIVE PROGRAM –
SUMMARY OF NEW/ACTION ITEMS
The following summarizes the highest priority policy goals the California Transit Association
will pursue in 2015, including sponsored legislation we will seek.

Vehicle Weight Limits: Sponsor legislation to address weight limits for buses over
20,500 lbs./axle starting January 1, 2016, when current statute, as provided by AB 1720
[Chapter 263, Statutes of 2014], is repealed.

Transportation Development Act (TDA) Reform: Pursue legislation to reform or make
changes to TDA, specifically regarding funding eligibility, including extending or making
permanent the STA efficiency criteria exemption, and, exempting lease payments for
construction projects funded through Certificates of Participation (COP) from operating
costs included in farebox recovery ratio calculations. The legislation may address
broader aspects of TDA reform, as well, such as streamlining administrative
procedures.

Transit Funding from Cap and Trade: Pursue, in coordination with legislative
leadership staff and the Governor’s Administration, a technical clean-up bill that would
add bus transit to the eligibility provisions of the Transit and Intercity Rail Capital
Program created in SB 862 [Chapter 36, Statutes of 2014]. Protect existing long-term
Cap and Trade revenue allocated to transit through the Low-Carbon Transit Operations
Program, the Transit and Intercity Rail Capital Program, and the Affordable Housing and
Sustainable Communities Program; and, Seek additional ongoing, dedicated revenue
for transit from the 40 percent of Cap and Trade funds not continuously appropriated
pursuant to existing statute.

Decriminalization of Youth Fare Evasion: Sponsor legislation authorizing transit
systems statewide to incorporate administrative adjudication for fare evasion by minors.

Enforcement of Priority Seating for People with Disabilities: Sponsor legislation
enabling transit systems to post signage warning riders that they may incur a fine if they
don’t yield their specially designated seats to people with disabilities, and grant
statewide authority for local agencies and/or law enforcement to levy these fines.

Bond Funding: Proposition 1A Rail Transit and Proposition 1B Public Transit
Modernization, Improvement, Service Enhancement Account (PTMISEA) and
Transit System Safety, Security, Disaster Response Account (TSSSDRA)
Funding: Monitor and/or actively pursue if necessary the remaining allocation of the
$950 million in regional rail connectivity funds provided by the Proposition 1A HighSpeed Rail bond to all program recipients. Monitor the allocation of the remaining
amount of appropriated PTMISEA funds, and seek continued significant annual
appropriations and allocations from the TSSSDRA program to keep up with transit
capital needs.

Transportation / Transit Funding: Advocate for a comprehensive state transportation
funding solution, providing funding to all modes, including highways, roads, and transit
capital & operations. Support efforts to lower the constitutionally-mandated vote
threshold for local revenue measures funding transportation.
4

Pension Reform and Health Care Reform: Monitor and respond as appropriate to
state efforts regarding pension reform and health care, including the implementation of
AB 1783 (Jones-Sawyer) [Chapter 724, Statutes of 2014] relative to PEPRA/13(c).

Zero Emission Bus Procurements: Ensure a positive outcome for transit in the
California Air Resources Board (ARB) Advanced Clean Transit Initiative.

MAP-21 Implementation: Support legislation and administrative strategies to
implement MAP-21, or the next authorization bill, in a way that ensures the best
possible outcome for transit.
5
BOARD BOX ITEM #2
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, ADMINISTRATION
RE:
NEW EMPLOYEE UPDATE
New Employees
I am pleased to announce that we have five new employees at Access.
Cara Eichorn has joined Access Services as the Customer Support Supervisor. In this
role, she will be responsible for the overall supervision and service quality of the
Customer Support Center. She will be responsible for researching call center “Best
Practices,” analyzing their impact on the Customer Support Center operations and
implementing appropriate Best Practices. She will also review Customer Support
Center data for trends (call issues, volume, handling, service patterns) and identify
training, refreshers and/or coaching needed for Customer Support Center CSRs;
monitor Call Center hold times and other metrics and seek assistance when
necessary. Cara will provide coaching, feedback and training to the Support Center
CSR team. She will report directly to Sherry Kelley, Senior Manager of Customer
Service.
Cara comes to Access with over 12 years of Customer Service experience managing
Call Centers supervising up to 30 CSRs. Prior to joining Access, she was a Call Center
Supervisor-Originations with Wheels Financial where 3 out of 9 inbound CSRs were the
top 3 performers in the department of 36. She developed and implemented a Call
Evaluation process for providing qualitative and quantitative feedback for CSRs on
pre-recorded calls. She was responsible for 100% of the content and accuracy of the
chat team’s production (i.e., completed 92% of all inbound calls for the last 6 months,
maintained average answer time of 6 seconds or less and an average abandon rate of
8%). She was also an AVP, Business Development-Consumer Market Division and AVP,
Call Center-Pasadena Dispatch for Countrywide Home Loans where she wrote the
monthly Customer Service column for the Division’s electronic newsletter, created a
customer service reference guide to maintain service level agreements that resulted
in improvements in the customer satisfaction ratings and developed, implemented
and revised call center scripts, policies and procedures.
6
She earned her Bachelor of Arts degree in Economics from UCLA. She is a member of
Toastmasters International, Outstanding Professional Employment Network (OPEN)
and National Association of Female Executive (NAFE).
Lys Bovery has joined Access Services as a Customer Service Representative. In this
role he will be responsible for handling calls from prospective or current customers,
stranded passengers, resolving passenger issues and determining trip eligibility. Lys
will report directly to Cara Eichorn, Customer Support Supervisor.
He joins Access Services with 15 years of experience in Customer Service, Operations
and Administration. Prior to Access, Lys worked with Kaiser Permanente as a Call
Center Supervisor where he ensured that service levels were attained by monitoring
real time measurements of service (speed of answer, delay in queue, abandoned
calls, call handling times, etc.). He also worked with ITPC, a technology consulting
firm, as a Branch Manager and Assignment Manager; Interval International as an
Account Manager and Hotel Intercontinental as a Reservations Agent. He earned an
Associate of Arts degree in Psychology from Miami Dade Community College.
Alex Chrisman has joined Access Services as a Road Safety Inspector. 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. Alex will
conduct accident investigations and monitor provider accident investigations, monitor
safety-related issues in the field for investigation and resolution, coordinate lost
passenger activities in the field and conduct safety evaluations for passenger pick-up
and drop-off 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. Alex will
report directly to Mike Greenwood, Director of Safety & Risk Management.
Prior to joining Access, he was a Lead Customer Engagement Representative with
Metrolink (Southern California Regional Rail Authority) at Los Angeles Union Station
where he was responsible for reporting safety issues to appropriate personnel in a
prompt manner and taking proactive action to ensure the safety of all passengers. In
this role, he ensured that special needs passengers were properly and promptly
assisted. He was also a Field-Based Customer Engagement Representative with
Metrolink where he served as an active member of the Customer Engagement Safety
Committee. Alex also worked with P.C.A. Management/O.C. Shuttles as an Assistant
Manager, Veolia Transportation for OCTA (Access & Fixed Route) as a Bus Operator
and Laidlaw Transit Services for OCTA Access Paratransit as a Paratransit Bus Operator
which included daily pre-trips of vehicles to ensure safety and compliance with
standard maintenance policies.
He earned his Associate of Arts degree in Business Management from the University of
Phoenix. Alex was the 2014 Metrolink Customer Engagement Employee of the
Quarter; the Vice-Chairman of Metrolink’s Customer Engagement Safety Committee;
7
the 2007 OCTA Special Needs in Transit Award Winner as Access Driver in Orange
County; and has held a Class B License Holder for 8 years (with Air Brakes and
Passenger Endorsement) & Zero Accidents. He is NIMS Certified.
London Lee has joined Access Services as a Customer Service Representative. In this
role, he will be responsible for handling calls from prospective or current customers,
stranded passengers, resolving passenger issues and determining trip eligibility.
London joins us with a wealth of experience and focus in the Customer Service arena
from the provider perspective which will help us to improve our agency/provider
relationships. He will report directly to Cara Eichorn, Customer Support Supervisor.
He joins Access Services with 7 years of direct experience in the paratransit Customer
Service arena. Prior to Access, London worked with our eastern region provider San
Gabriel Transit (SGT). He joined SGT as a Customer Service Agent at California
Transit where he answered an average of 150 calls per day addressing customer
reservations and ride concerns. He was promoted after 6 months, to the role of
Dispatcher with SGT where he was responsible for safe, on-time pickups for
paratransit customers, dispatching over 2,800 trips per day. After spending several
months in the Dispatcher role, he was promoted to Call Center Dispatch Supervisor,
where he spent the next 3 years supervising an average of 38 call center and dispatch
personnel in a high volume center while ensuring that 95% of the calls were answered
within 5 minutes. His most recent role with SGT was Call Center Dispatch Manager,
where he ensured that the call center was fully staffed by recruiting, hiring and
scheduling staff for the 24 hour service needs. His team addressed customer
complaints, implemented an IVR system for customer needs and created a new
attendance policy to meet the service demand. London is a graduate of Duarte High
School and attended Bakersfield City College and the University of Laverne. He was a
Jerry Walker Award Runner-Up in 2011 and 2014.
Loren Jackson has joined us in the role of Operations Service Monitor. In this role,
he will be responsible for ensuring that providers meet performance standards and
comply with set policies and procedures; monitoring the reservation process and
completing observation reports to ensure customers are served in a courteous and
efficient manner and meeting with provider management and staff to review and
discuss performance results, operation issues and projects. He will also perform
regional driver observations to ensure quality service delivery; provide training
guidance to drivers, behind-the-wheel trainers, road supervisors and driver trainers on
proper passenger boarding, mobility device alighting and securement techniques;
investigate and report unsafe operating practices or vehicle condition; and inspect
vehicles for cleanliness and compliance with contractual requirements. He will report
directly to Geoffrey Okamoto, Project Administrator.
Prior to joining Access Services, Loren was a Customer Engagement Representative
with MetroLink where he was Employee of the Quarter. In this role, he provided
passengers with onboarding information; served as the primary point of contact at
8
train stations during service disputes, passenger delays and announcements; and
educated first time riders on using the rail system, using ticket machines and making
connections. At MetroLink, he handled and accounted for cash; balanced the cash
drawer and prepared bank deposits; as well as coordinated with Station and City
personnel regarding Metrolink station standards, procedures, improvements and
maintenance. Loren also worked with Lamp Community (a LA based non-profit
organization that ends homelessness, improves health and builds self-sufficiency
among men and women living with severe mental illness) as an Advocate. He worked
at the Stanford Park as a Front Desk Clerk and New West Technical Academy as a
Special Education Teaching Assistant. He earned his Bachelor of Arts degree in Mass
Communications from Menlo College.
9
BOARD BOX ITEM #3
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISAON
RE:
RECAP PROCEEDING OF NOVEMBER 17, 2014 BOARD MEETING
RECAP OF PROCEEDINGS
BOARD OF DIRECTORS MEETING
MONDAY, NOVEMBER 17, 2014
Los Angeles County MTA
One Gateway Plaza, 3rd Floor
729 Vignes Street, Los Angeles CA 90012
ITEM
NO.
3
5
8-a
8-b
8-c
8-d*
8-e
SUBJECT ITEM
CLOSED SESSION
Review & Approval of Minutes From the Board Meeting
On November 17, 2014
Consideration to Extend Term and Add Funds to
Information Technology Consulting Service Contract (AS3202)
Consideration to Extend Local Vehicle Inspection
Contract (AS-2985)
Consideration to Approve 2015 Board Meeting Calendar
Consideration to Amend Contract Scope and Add Funds
for Eastern Region Service Contract (AS-3421) San
Gabriel Transit, Inc.
Consideration to Add Funds to Contract With LPM
Consulting Inc. (AS-2793)
8-f
Consideration to Approve Revised Procurement Policies
8-g
Consideration to Reappoint Community Advisory
Committee (CAC) Members
ACTION TAKEN
None
Approved
Approved/On Consent
Calendar
Approved/On Consent
Calendar
Approved/On Consent
Calendar
Approved/On Consent
Calendar
Approved/On
Consent Calendar
Approved/On
Consent Calendar
Approved/On Consent
Calendar
10
9
Consideration to Approve Financial Software ERP
Approved
10
Consideration of Metro Logo Integration
Approved
11
Triennial Review Discussion: No Show/Cancellation
Polity Revisions
Receive and File
12
Triennial Review Discussion: Access Fares
Approved
13
Triennial Review Discussion: Origin to Destination
Approved
14
Proposed Metro Long Range Strategic Plan for ADA
Paratransit in Los Angeles County
Approved
15
Status Update on Metro’s Review of Access Services
Information
*Note on Item 8-d – The rate changes and funds to be added to the contract are
correct in the Board item however the maximum contract value amounts were
incorrect. The corrected statement is - “thereby increasing the maximum contract
value from $155,337,496 to $155,734,372.”
11
BOARD BOX ITEM #4
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT
RE:
OUT OF STATE TRAVEL FOR OCTOBER 2014
The following is a list of out-of state travel for October 2014.
Salina Kansas, Pre-Production Meeting Eldorado National
October 7-10, 2014
Salina, KS
The below mentioned Access Services staff member traveled to Salina, Kansas, to
attend a mandatory meeting for pre-production purchase orders (AS-3775) and (AS3783), production of 86 Minivans and 37 Ford Cutaways all to be built for Fiscal Year
2014-2015.
Rick Streiff, Manager Fleet Design and Maintenance
Houston Texas, APTA 2014 Annual Meeting/Expo
October 11-15, 2015
Houston, Texas
The below mentioned Access Services staff and Board Members traveled to Houston,
Texas for the 2014 APTA Annual Meeting/Expo. The annual gathering brings together
more than 2,000 transit industry professionals. The meeting combined educational
sessions focusing on today’s important transit issues, with networking opportunities,
technical tours, and social events to create an extraordinary event.
Shelly Verrinder, Executive Director
Faye Moseley, Deputy Executive Director, Administration
Andre Colaiace, Deputy Executive Director, Planning & Governmental Affairs
William Tsuei, Senior Manager, IT
Ruben Prieto, Systems Analyst
Dolores Nason, Access Board, Vice Chair
Martin Gombert, Access Board, Treasurer
Angela Nwokike, Access Board Member
12
BOARD BOX ITEM #5
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT
RE:
SAFETY UPDATE FOR SEPTEMBER 2014
Key Safety Indicators
Access’ preventable collision rate in September 2014 was 0.38 preventable collisions
per 100,000 miles (compared to 0.26 in September 2013). September 2014 marked
the third straight month that the collision rate was below the target of 0.50.
The total number of preventable collisions decreased from 17 in August to 14 in
September.
13
Department Activities
In September, staff from the Safety & Risk Management Department participated in
the following:

Held its monthly Safety Steering Committee Meeting with service providers;

Conducted, with the Los Angeles County Sheriff’s Department, a security
assessment of California Transit’s facility in Los Angeles;

Attended a Mass Care and Shelter Emergency Preparedness Workshop in
Norwalk;

Attended the Los Angeles County Office of Emergency Management’s Access
and Functional Needs (AFN) Committee Meeting;

Attended the 2014 National Safety Council Congress & Expo in San Diego; and

Attended a three-day FEMA course on Incident Management; and

Implemented the first of four Road Safety Inspector (RSI) positions; these
positions will be primarily based in the field to monitor operator safety
performance.
Insurance Update
At the September 2014 Board of Director’s Meeting, the Board approved the purchase
of various Agency insurance policies for the policy year starting November 1, 2014, for
a not-to-exceed amount of $400,000. After final negotiations, the total amount that
will be paid for the policies will be $347,487.
14
BOARD BOX ITEM #6
NOVEMBER 24, 2014
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 16, 2014 Membership Meeting
Item
Description
Discussion
Triennial Review Finding – No Show Policy
Discussion
Triennial Review Finding – Fare Policy
Discussion
Triennial Review Finding – Origin to Destination
Policy
Discussion
Long Range Strategic Plan
January 12, 2015
Item
Consideration to Approve
Description
Comprehensive Operational Review Consulting
Contract
Consideration to Approve
DBE Consulting Contract
Consideration to Approve
Facility Security System Contract Extension
(AS-2879)
Consideration to Approve
Eligibility Determination Contract (AS-2441)
Consideration to Approve
Tethering Contract (AS-2441)
Consideration to Approve
Consideration to Approve
Service Provider Contract Extension – Santa Clarita
(AS-2602)
Telephone Maintenance Contract Extension
(AS3032)
Presentation
Operations and Customer Service Review
Presentation
Parents with Disabilities Program
15
February 23, 2015
Item
Consideration to Approve
Description
Service Provider Contract Extension – West Central
(AS-2364)
16
BOARD BOX ITEM #7
NOVEMBER 24, 2014
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 2014. 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.
17
Operations Performance
Trips represent the total number of completed trips.
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.
18
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 is the ratio of valid service complaints to completed
trips.
19
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 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.
20
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.
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
21
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 is the average duration, in seconds, of customer
service calls. The standard for CS Average Call Duration is 300 seconds, 5
minutes, or less.
22
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 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.
23
BOARD BOX ITEM #8
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
HECTOR RODRIGUEZ, CONTROLLER
RE:
FINANCIAL REPORT FOR SEPTEMBER 2014
Attached for your review are the draft financial reports for September 2014.
Approved FY 2014/15 Budget to Actual Fiscal Year-to-Date Comparison:









Passengers: 1.7% over budget
Contract Revenue Miles: 2.4% over budget
Trips: 0.9% over budget
Completed Eligibility Interviews: 2.6% over budget
Average Trip Distance: 1.5% over budget at 9.27 miles
Total cost per Passenger (before depreciation): 2.2% under budget
Administration Function is 14.6% under budget
Eligibility Determination Function is 0.8% over budget
Paratransit Operations Function is 0.1% over budget
Attached are the following reports for your review:






Statistical Comparison: September 2013 to September 2014
Expenses by Functional Area
Budget to Actual Comparison of Statistics
YTD Budget Results
Graph: YTD PAX Cost Comparison
Detailed Financial Reports
24
Expenses by Functional Area
For the YTD Period Ending September 2014
% Over
% Over
<Under>
<Under>
Budget Previous Yr.
% of
Cost
YTD
Actual
YTD
Budget
89.0%
$29,238,519
$29,222,063
$16,456
0.1%
1.0%
Eligibility
Determination
6.7%
2,215,187
2,196,634
18,553
0.8%
1.4%
CTSA/Ride Information
0.3%
114,766
112,063
2,703
3.0%
(16.1)%
Administrative
3.9%
1,286,631
1,506,056
(219,425)
(14.6)%
(15.0)%
$32,855,102
$33,036,816
$(181,714)
(0.6)%
0.3%
Paratransit Operations
Total Exp before
Depreciation
Variance
25
Statistics - - For the YTD Period Ended September 2014
Variance
% Over
<Under>
Budget
% Over
<Under>
Previous Yr.
15,382
402
2.6%
13.4%
1,013,629
996,407
17,222
1.7%
5.1%
7,212,253
7,040,366
171,887
2.4%
6.2%
778,092
771,110
6,982
0.9%
5.1%
9.27
9.13
0.14
1.5%
1.0%
YTD
Actual
YTD
Budget
15,784
Number of PAX
Number of Contract Revenue Miles
Number of Completed Cert
Interviews
Number of Trips
Average Trip Distance
Purchased Transportation Cost
Cost per Trip
$
34.00
$
33.59
$
0.41
1.2%
(3.0)%
Cost per PAX
$
26.10
$
26.00
$
0.10
0.4%
(2.9)%
Cost per Contract Rev Mile
$
3.67
$
3.68
$ (0.01)
(0.3)%
(3.9)%
33.16
$ (0.74)
Total Cost per Pax before
depreciation
$
32.41
$
(4.5)%
(2.2)%
26
Budget Results for FY 2014/2015
For the YTD Period Ending September 2014
YTD
Actual
YTD
Budget
$ 32,855,102
$ 33,036,816
$ (181,714)
(0.6%
0.3%
Passenger Fares
Other Revenue
Total Revenue
2,201,536
141,914
2,343,450
2,345,741
138,540
2,484,281
(144,205)
3,374
(140,831)
(5.7)%
(11.9)%
Capital Expenditures
Vehicles
5,045,931
5,045,846
85
552,589
$ 5,625,306
552,695
$ 5,598,541
1
26,765
0.5%
1.0%
Total Exp before Capital @
September 2014
Variance
Over <Under>
Budget
%Over
<Under>
Budget
%Over
<Under>
Previous Yr.
Revenue
Other Capital Expenditures
Total Capital Expenditures
Under Budget of September
2014
$ (154,949)
27
YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST
Jul-13
$ 32.84
Jul-14
$ 31.42
Aug-13
$ 32.71
Aug-14
$ 32.28
Sep-13
$ 32.68
Sep-14
$ 32.41
28
Access Services
Balance Sheet
September 30, 2014
DRAFT
ASSET S
Current Assets:
Cash
Due from FTA
Due from MTA
CMAQ Grant Receivable
Accounts Receivable-Miscellaneous
Prepaid Expenses
Deposits
16,022,635
21,904,332
6,042,368
0
137,972
2,608,544
13,475
Total Current Assets
46,729,325
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
33,088,458
227,997
2,931,924
2,377,984
156,965
38,783,328
(23,061,024)
15,722,304
Deposits – Long Term
0
Total Long Term Assets
15,722,304
TOTAL ASSETS
62,451,629
29
Access Services
Balance Sheet
September 30, 2014
DRAFT
LIABILITIES AND NET ASSETS
Current Liabilities:
Accounts Payable-Trade
Accounts Payable-Providers
Insurance Reserve
Accrued Expenses
Other Liabilities
2,803,685
8,592,809
3,067,332
1,635,199
0
Total Current Liabilities
18,509,348
Other Liabilities:
Deferred Revenue
44,637,649
TOTAL LIABILITIES
63,146,997
Net Assets:
Temporarily Restricted
(695,368)
TOTAL LIABILITIES AND NET ASSETS
62,451,629
30
Access Services
Statement of Cash Flow
For Period Ending September 30, 2014
Cash – Beginning Balance 9/1/14
12,884,730
Cash Receipts:
Proposition C revenue from LACMTA
FTA Funding Received
Passenger fare/coupons/ID revenue
Interest income
Miscellaneous revenues
Total Cash Received
12,387,967
3,111,236
736,305
90
92,407
16,328,006
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
1,710,626
443,498
245,820
9,172,939
450,409
570,102
596,706
13,190,101
Increase (Decrease) in Cash Reserves
Cash – Ending Balance 09/30/14
3,137,905
16,022,635
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.
31
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
32
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
33
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
Other Professional Expense
Publications/Printed Materials - Riders Communication
34
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
Other Professional Expense
Repairs & Maintenance
Publications/Printed Materials
35
CURRENT
MONTH
CURRENT
MONTH
CURRENT
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
Other Professional Expense
Publications/Printed Materials
Publications/Printed Materials
Network Support
36
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
Public Notice Advertising Expenses
Amortization and Depreciation Expense
37
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
Less: Amortization and Depreciation Expense
38
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
152 VEHICLES - (Fleet Replacement)
Vehicle Equipment
SUBTOTAL - VEHICLES - FY 14/15
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)
65 VEHICLES - Access To Work (Fleet Expansion)
3 CNG Staff vehicles (3743)
SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS
COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE
SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 14/15
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
39
CURRENT
CURRENT
CURRENT
MONTH
MONTH
VARIANCE
O V E R ( UN D E R )
YTD
YTD
YTD
% o f 14 / 15
V A R IA N C E
B UD G E T
O V E R ( UN D E R )
R EA C H ED
40
BOARD BOX ITEM #9
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
ACCESS SERVICES MANAGEMENT STAFF
RE:
EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2014
Steve Chang – Deputy Executive Director, Operations
We reached the 11,000 completed trips milestone twice in September. On September
3rd we completed 11,418 trips, and on September 10th we completed 11,084 trips.
Despite high ridership and a challenging month, Access completed over 263,000 trips
with an on-time performance of 91.4 percent and 0.09 percent Late4. Due to the
extremely hot weather in Los Angeles, Access staff took the opportunity to go out in
the field and distributed ice cold water at random to Access drivers and customers.
Access staff also met with Greek Theater General Manager Denise Minatoya to decide
on a location for the Access stand sign. Access transports approximately 57 customers
annually to and from the Greek Theater. This stand sign will make the process much
smoother for Access customers and drivers to locate each other. Customers will be
able to wait for their transportation at the benches provided by the Greek Theater.
Alfredo Torales – Project Administrator
Eastern Region
Eastern Region completed the month with an on-time performance of 89.7 percent
and Late4 trips accounted for 0.15 percent of all trips. September is traditionally a
challenging month because of changing traffic patterns related to the start of school
in the county. In addition, the service provider for the Eastern Region experienced an
unexpected high driver turnover in late August, which affected the on-time
performance for the month. Reservation hold times averaged 108 seconds while 9.6
percent of reservation calls were on hold over 5 minutes. Staff is working with SGT in
addressing the performance issue.
West Central Region
The West Central Region completed the month with an on-time performance of 90.8
percent and Late4 trips accounted for 0.06 percent of all trips. The first two weeks of
the month were especially challenging, completing over 1,700 trips on an average
day, a record for the region. Reservation hold times averaged 112 seconds while 10.8
percent of reservation calls were on hold over 5 minutes. Staff is working with CTI in
addressing the performance issue.
Geoffrey Okamoto – Project Administrator
41
Northern Region
The northern region on-time performance peaked at 93.05 percent with 0.10 percent
Late4. Average initial hold times closed at 116 seconds and calls on hold over 5
minutes closed at 4.5 percent. A driver file audit was conducted mid-month at MV
with no major findings. MV Transportation, Northern region service provider,
participated in the Call Center and Dispatch Supervisor meeting held at Access
headquarters where the group touched on several important operational topics, such
as hold times, captioned telephone procedures and transporting of children. Two
location evaluations were conducted to assist customers with pickup location
challenges. MV completed 52,049 trips and met all key performance standards for
September.
Antelope Valley Region
The Antelope Valley region transported 10,192 trips for the month. Despite the high
trip count the service provider finished the month with an on-time performance of
92.80 percent with zero Late4 trip. DT’s average initial hold times reached 93
seconds and calls on hold over 5 minutes reached 2.6 percent. A driver file audit was
conducted at DT with no major findings.
DT attended the Access Call
Center/Dispatch Supervisor Meeting.
Rogelio Gomez – Project Administrator
Southern Region
In the first week of September, Global Paratransit Inc (GPI) broke the record of
booking 4,225 trips in one day for the Southern Region. To date, this is the highest
number of Access trips booked in one day by any service provider since the inception
of the Access Paratransit program. To recognize this historic achievement, Access
staff went to GPI facility to acknowledge staff for their hard work and dedication to
our customers. Despite the challenges, GPI completed 87,012 trips with an on-time
performance of 91.72 percent and 0.06 percent Late4.
Santa Clarita Region
In early September the Santa Clarita Transit (SCT) management team spear headed a
team motivation campaign that highlighted the T.E.A.M (Together Everyone
Accomplishes More) concept to go along with their safety campaign. The SCT team
started the campaigns with the morning pull-out and continued to spread safety
awareness throughout the day. From a performance perspective, SCT completed the
month with 3,351 trips with an on-time performance of 93.82 percent and 0.00
percent Late4.
Sherry Kelley – Sr. Manager Customer Service – Customer Service Department
Update
42
Access Customer Service department received 50,185 calls system wide in the month
of September, in comparison to 35,595 calls September. System wide all performance
targets were met with the exception of calls over 5 minutes at 13.6% (3.6% over goal).
OMC (Access) – Exceeded calls on hold over 5 minutes at 27% (17% over goal) and
Abandoned calls 15.7% (5.7% over goal).
Customer Service – Exceeded call over 5 minutes at 28.5 (18.5%) and Abandoned calls
11.1% (1.1% over goal).
The Community Advisory Committee (CAC) had a successful meeting in the month of
September.
Lastly, there were 258 Staff Commendations (Smiles) filed by our customers in
September, 31 of which were filed on Access call center staff!
Kurt Hagen – Manager of Eligibility
Eligibility
In September 2014, the number of certified Access riders reached 157,752; an
increase of 702 certified riders from the previous month. In September 2013, there
were 143,168 certified riders. Additional data regarding the Access eligibility process
can be found elsewhere in this Board Box.
Access Services Eligibility engaged Metro in November/December 2013 in an effort to
gather information regarding the accessibility of bus stops in Los Angeles County. One
of the first identified steps in this process was to document each bus stop and provide
some form of information as to its level of accessibility. In September 2014, the Metro
website launched an interactive map of every Metro bus stop in Los Angeles County
(the map documents all 15,967 bus stops within the 1,433 square miles in the service
area).
Similar to other maps of fixed route rail and bus systems, the bus stop interactive
map provides anyone the ability to locate bus stops near their home or destination,
and the ability to see a street level view of the bus stop. This information is
invaluable for those Access customers who have the ability to utilize the fixed route
for at least some of their trips to take control of their transit experience by providing
a visual indicator of the level of accessibility at their start and destination locations
so they would have the tools necessary to plan their trip accordingly.
For instance, if an individual who utilizes a wheelchair needs to travel to an
unfamiliar location, he/she would be able to identify the nearest bus stop to their
destination and be able to view the street level image that would provide information
such as the presence of a curb cut, a bus stop shelter, and other terrain and amenity
items.
This essential interactive tool is available at: http://thesource.metro.net/2014/09/24/viewof-every-metro-bus-stop-on-a-map/
43
Mobility Management Statistics Report, September 2014
Month
September
Total
Total
Number of
Number of Number of
Mobility
Total
Non Access Issues with
Number Management
Customers
Phone
Database
of Calls
Spoken
Numbers
List, Spoken
With
With
330
175
(53%)
22
(7%)
34
(10%)
Number of
Voice
Messages
85
(26%)
Number of Number of
Last Calls
Calls
and No
Waiting for
Answers Follow-Up.
11
(3%)
3
(1%)
In the month of September, calls made by Mobility Management staff to customers decreased by 19% from the previous month
with a total of 330 calls. Of the 330 calls logged, staff called and spoke with 197 customers. The remaining calls were voicemail messages left by staff or calls made to phone numbers that were no longer in service or disconnected.
Mobility Management staff attended two events. The first event was the Senior Scam Stopper Seminar at Crowell Public
Library in San Marino. State Senator Carol Liu of the 25 th District and the State Contractors Licensing Board jointly organized
the seminar. Attendees heard presentations from the Postal Inspector and the San Marino Police Department on how to avoid
being taken advantage at home or in the community. Staff had a kiosk and distributed information on Access Services.
The second event was at the Joaquin Miller Career and Transition Center, a special education center that is part of the
LAUSD. The center is located in the greater San Fernando Valley and provides on-the-job and on-site training to prepare
students for employment opportunities. Access staff met with over 60 students and faculty to discuss Access’ eligibility
process.
44
BOARD BOX ITEM #10
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
MELISSA THOMPSON, DATA ANALYST
RE:
OPERATIONS REPORT FOR SEPTEMBER 2014
Below is a summary of the key operating statistics for SEPTEMBER 2014, as well
as, operation data for the previous month (AUGUST 2014) and Year to Date
(YTD):
MONTHLY OPERATIONS REPORT SUMMARY
Current
263,254
Last Month
256,772
% change
2.5%
YTD
778,092
Passengers per Vehicle Trip
1.29
1.31
-1.5%
1.30
Average Trip Distance
9.34
9.35
-0.1%
9.3
472,359
440,806
7.2%
1,371,001
100
114
-12.6%
103
6.7%
8.5%
-1.8%
7.2%
On-Time Performance
91.4%
92.3%
-0.8%
92.6%
Late 4 Trips
0.09%
0.08%
0.01%
0.07%
157,752
157,050
0.4%
157,752
Total Trips
Total Calls to Providers
Average Initial Hold Time
(seconds)
% of Calls on Hold More Than
5 minutes
Total Registered Customers
45
MONTHLY PROVIDER SUMMARY: ALL TRIPS
Passengers
Trips
Back Up
Trips
Passengers
per Trip
Eligible
Passengers
per Trip
SYSTEM WIDE
AUG-14
SEPT-14
% Change
335,749
340,166
1.3%
256,772
263,254
2.5%
609
656
7.7%
1.31
1.29
-1.5%
1.00
1.00
0.0%
SGT - Eastern Region
AUG-14
SEPT-14
% Change
91,771
92,474
0.8%
69,209
70,483
1.8%
33
21
-36.4%
1.33
1.31
-1.5%
0.93
0.94
1.1%
85,427
87,012
1.9%
19
15
-21.1%
1.30
1.28
-1.5%
1.03
1.02
-1.0%
38,292
40,167
4.9%
557
620
11.3%
1.35
1.32
-2.2%
1.03
1.02
-1.0%
50,642
52,049
2.8%
0
0
0.0%
1.25
1.25
0.0%
1.02
1.02
0.0%
10,095
10,192
1.0%
0
0
0.0%
1.40
1.38
-1.4%
1.04
1.02
-1.9%
3,107
3,351
7.9%
0
0
0.0%
1.21
1.18
-2.5%
1.02
1.02
0.0%
GPI - Southern Region
AUG-14
111,135
SEPT-14
111,460
% Change
0.3%
CTI - West Central Region
AUG-14
51,617
SEPT-14
53,212
% Change
3.1%
MV - San Fernando Valley Region
AUG-14
63,385
SEPT-14
64,983
% Change
2.5%
DT - Antelope Valley Region
AUG-14
14,086
SEPT-14
14,093
% Change
0.0%
SCT - Santa Clarita Region
AUG-14
SEPT-14
% Change
3,755
3,944
5.0%
46
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
14
5
9
0
0
0
0
Previous
Month
65
30
0
0
30
0
5
YTDAverage
51
12
13
10
10
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
186
20
73
15
34
23
21
Previous
Month
184
26
63
39
20
15
21
YTDAverage
172
25
59
27
25
17
19
* 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 31
Jan 1- Oct 1Mar 31 Dec 30
92.0%
87.8%
88.8%
92.0%
6.1%
1.4%
0.5%
0.0%
9.8%
1.4%
0.6%
0.4%
8.8%
1.5%
0.8%
0.1%
5.8%
1.6%
0.5%
0.2%
* 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
close of each quarter.
47
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
RESERVATIONS PHONE REPORTING
Standards:
Average Initial Hold Time <120 Seconds
% of Calls On Hold Over 5 minutes <5%
Current
333
278
95
68
Previous
Month
351
310
74
70
YTDAverage
357
304
85
68
Current
Previous
Month
YTD
Systemwide
Calls Answered
Average Initial Hold Time
% Of Calls On Hold More Than 5 minutes
472,359
100
6.7%
440,806
114
8.5%
1,371,001
103
7.2%
SGT - Eastern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
119,913
108
9.6%
116,749
150
16.6%
354,677
118
11.8%
GPI - Southern Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
142,961
83
4.3%
132,814
85
2.4%
416,209
86
3.6%
CTI - West – Central Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
114,792
112
10.8%
107,227
138
15.4%
335,607
108
10.7%
MV Transit - San Fernando Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
73,886
116
4.5%
64,947
104
3.1%
206,281
114
5.4%
48
DT - Antelope Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
17,220
93
2.6%
15,677
95
4.0%
48,010
94
3.4%
SCT - Santa Clarita Valley Region
Calls Answered
Average Initial Hold Time
% of Calls on Hold More Than 5 minutes
3,587
62
4.4%
3,392
81
5.6%
10,217
72
5.2%
Current
Previous
Month
YTD
50,185
119
204
13.6%
7.7%
46,903
86
196
8.0%
5.2%
145,172
93
199
9.2%
5.7%
12,296
204
226
28.5%
11.1%
11,450
141
209
16.0%
6.9%
35,695
154
218
18.8%
7.8%
25,961
56
173
2.8%
2.9%
24,178
44
173
1.5%
2.0%
75,118
45
172
1.8%
2.1%
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%
Systemwide (CS and OMC)
Calls Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 Minutes
% of Abandoned Calls
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
49
Calls Answered
Average Initial Hold Time
Average Call Duration
% of Calls on Hold More Than 5 Minutes
% of Abandoned Calls
Operations Monitoring Center (OMC)
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
38,257
104
190
11.1%
5.8%
35,628
75
184
6.2%
3.7%
110,813
80
187
7.2%
4.1%
7,733
203
263
27.0%
15.7%
7,134
131
254
14.7%
10.3%
21,928
153
257
18.0%
11.9%
4,195
100
225
12.0%
7.8%
4,141
102
198
11.8%
7.8%
12,431
101
207
11.5%
7.6%
11,928
167
250
21.7%
13.1%
11,275
120
233
13.6%
9.4%
34,359
134
239
15.7%
10.4%
Eligibility Determinations
ADA Paratransit Evaluations
Current
Completed
UNRESTRICTTED
2,193
RESTRICTED
457
TEMPORARY
480
NOT ELIGIBLE
454
TOTAL
3,584
Re-certifications (in Person)
New Applicants
438
3,146
Previous
Month
YTDAverage
2,451
543
635
553
4,182
2,399
517
589
524
4,030
1,289
2,893
1,207
2,823
Eligibility Renewals
50
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
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)
3,417
3,750
3,536
14
3
27
15
4
23
14
4
25
Previous
Month
209
159
20
270
30
7
15
67
75%
13%
YTDAverage
160
135
22
287
28
5
12
56
71%
12.3%
12
13
Previous
Month
8,737
2,074
6,663
YTDAverage
8,881
2,040
6,841
Current
76
145
28
292
28
4
7
69
74%
12%
14
OPERATIONS MONITORING CENTER ACTIVITY
Logged Calls to OMC*
TOTAL CALLS:
Late Calls
Other (CSC/Reservations)
Current
9,870
2,110
7,760
*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
Current
423
975
23
689
2,110
Previous
Month
315
988
7
764
2,074
YTDAverage
362
924
18
737
2,040
Late Trip Calls to OMC
51
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)
Incidence of Vehicles Sent to Wait w/the
Customer until Arrival of Accessible
Vehicle
Current
40
Current
0
Previous
Month
YTDAverage
39
40
Previous
Month
YTDAverage
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
Current
91.43%
8.57%
6.54%
1.59%
0.35%
0.09%
3.47%
0
Previous
Month
92.26%
7.74%
6.06%
1.31%
0.29%
0.08%
3.25%
2
YTD
92.59%
7.41%
5.83%
1.25%
0.25%
0.07%
3.19%
2.0
0.41%
0.28%
014%
52
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
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
Current
89.71%
10.29%
7.30%
2.25%
0.59%
0.15%
3.39%
0
Previous
Month
91.57%
8.43%
6.53%
1.49%
0.34%
0.07%
3.08%
0
YTD
92.42%
7.58%
5.90%
1.34%
0.28%
0.06%
3.06%
0.0
0.00%
0.00%
0.00%
Current
90.80%
9.20%
7.09%
1.69%
0.37%
0.06%
4.51%
0
Previous
Month
92.11%
7.89%
6.36%
1.25%
0.24%
0.04%
4.17%
1
YTD
91.93%
8.07%
6.38%
1.42%
0.23%
0.04%
4.17%
1.0
0.00%
0.00%
0.00%
53
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
Current
91.72%
8.28%
6.48%
1.47%
0.28%
0.06%
3.27%
0
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
Current
93.05%
6.95%
5.57%
1.05%
0.22%
0.10%
2.77%
0
Denied Trips -% of Next Day Trip Requests
Denied
DT – Antelope 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
0.00%
0.83%
Previous
Month
91.78%
8.22%
6.46%
1.45%
0.29%
0.03%
3.01%
1
0.00%
Previous
Month
93.44%
6.56%
4.93%
1.08%
0.30%
0.26%
2.89%
0
YTD
92.44%
7.56%
6.05%
1.25%
0.23%
0.03%
2.92%
1.0
0.00%
YTD
92.75%
7.25%
5.44%
1.27%
0.34%
0.20%
2.80%
0.0
Current
92.80%
7.20%
6.17%
0.90%
0.12%
0.00%
3.11%
0
0.00%
Previous
Month
93.61%
6.39%
5.36%
0.87%
0.14%
0.02%
3.14%
0
0.00%
YTD
94.59%
5.41%
4.70%
0.60%
0.10%
0.01%
3.05%
0.0
0.00%
0.00%
0.00%
54
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
Current
93.82%
6.18%
4.89%
0.83%
0.10%
0.00%
2.00%
0
Previous
Month
95.41%
4.59%
3.90%
0.44%
0.11%
0.00%
1.72%
0
YTD
95.79%
4.21%
3.60%
0.37%
0.13%
0.00%
1.85%
0.0
1.67%
1.65%
0.83%
55
Customer Reported Service Complaints
Current Month
ADA
Animal
Booking
Capacity
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
0
0
88
0
256
105
18
461
151
83
0
30
91
23
1,306
5.0
239
0
0
17
0
66
36
9
149
25
15
0
9
17
3
346
5.6
42
0
0
13
0
30
16
1
80
24
16
0
5
11
3
199
5.0
32
0
0
24
0
83
28
1
146
55
28
0
8
31
2
406
4.7
49
0
0
29
0
51
15
6
76
34
23
0
4
31
13
282
5.4
74
0
0
2
0
16
0
0
9
10
1
0
1
1
1
41
4.0
12
0
0
1
0
1
0
0
1
1
0
0
0
0
1
5
1.5
0
56
Travel Training Statistics
Travel Training, Fiscal Year 2014-
August -14
September -14
YTD
Average # of Trips per-week, Month 2
27
12
22
27
1
0
15
11
5
23
20
20
23
0
0
16
11
5
84
45
72
84
1
0
46
31
15
Estimated Bus Trips Taken, YTD
642
1,306
2,148
2015
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.
57
58
BOARD BOX ITEM #11
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
F SCOTT JEWELL, CHIEF OPERATING OFFICER
RE:
PROPOSED NO SHOW POLICY REVISIONS
Per the request of Board Director Gombert, below is the item provided to both QSS and CAC
regarding the proposed No Show Policy revisions. This item will also go to TPAC in
December 2014.
ISSUE:
During the 2014 Federal Transit Administration (FTA) Triennial Review process, seven Los
Angeles County transit agencies (Torrance Transit, Santa Monica’s Big Blue Bus, Antelope
Valley Transit Authority, Santa Clarita, Culver City Bus, Foothill Transit and Los Angeles
Metro) received a finding regarding Access Services’ no show and cancellation policies.
Staff is working on revisions to Access’ no show and cancellation policies and would like the
CAC’s feedback and approval.
RECOMMENDATION:
1. Staff recommends the following changes to the no-show policy:

Customers who have 5 or more no-shows or late cancellations during any single
month may be subject to suspension if those no shows exceed 10% of their
overall scheduled monthly trips;

A 15-day suspension will be given for first offenders followed by a 30-day
suspension for every occurrence thereafter;
Cancellations for subscription trips will be regarded as no-shows when a
customer cancels less than two (2) hours from the scheduled pick-up time.

BACKGROUND:
As discussed above, a number of Los Angeles County transit agencies received a finding that
Access’ no show and late cancellation policies were not compliant with federal rules.
59
The finding is as follows:
Finding
Insufficient no-show policy
Access Services’ written no-show policy does not take into account frequency of travel prior
to suspension. Further, the written policy, which calls for suspending passengers for 10
days after the first occurrence, 30 days for a second occurrence, 60 days for a third
occurrence and 90 days for a fourth occurrence of no-shows, does not meet the
reasonableness requirement of 49 CFR 37.125(h). Additionally, Access Services treats
subscription trips canceled after 10:00pm the night before as no-shows; FTA permits
cancellations to be regarded as no-shows only if they are made within one to two hours of
the pickup time provided to the passenger.
In formulating a revised policy, staff surveyed a number of transit agencies around the
country to see what their no show policies are.
Proposed revisions
Access’ proposed revisions are as follows:
Current no show policy
A customer who has six (6) or more no shows in a 60-day period may be suspended from
using Access.
The current policy of notifying a customer after each no show and encouraging them to call
staff to discuss will still be in place. The intent of this policy is still to educate customers in
order to reduce no shows and conserve scarce regional transit dollars.
Proposed policy
Customers who have five (5) or more no-shows or late cancellations during any single month
may be subject to suspension if those no shows exceed 10% of their overall scheduled
monthly trips. For example, a customer who has 5 no-shows and has scheduled 10 trips
during a month (which equates to a 50 percent no show rate) may be suspended from using
Access. A customer who has 5 no shows and has scheduled 100 trips in a month (which
equates to a 5% no show rate) will not be suspended from Access.
Current suspension policy
Access’ current policy calls for suspending passengers for 10 days after the first occurrence,
30 days for a second occurrence, 60 days for a third occurrence and 90 days for a fourth
occurrence of no-shows.
Proposed suspension policy
60
A 15-day suspension will be given for first offenders followed by a 30-day suspension for
every occurrence thereafter.
Current subscription trip cancellation policy
Access Services treats subscription trips canceled after 10:00pm the night before as noshows.
Proposed subscription trip cancellation policy
Cancellations for subscription trips will be regarded as no-shows when a customer cancels
less than two (2) hours from the scheduled pick-up time.
Staff plans to also present these recommendations at the QSS meeting on November 13,
2014 and the TPAC meeting on December 11, 2014. A final version of the policy may be
presented at the January 2015 Board of Director’s meeting subject to recommendations
from Access’ advisory committee.
61
BOARD BOX ITEM #12
NOVEMBER 24, 2014
TO:
BOARD OF DIRECTORS
FROM:
F SCOTT JEWELL, CHIEF OPERATING OFFICER
RE:
PROPOSED NO SHOW POLICY REVISIONS
Per the request of Board Director Levy, the subsequent pages show Access’ organizational
chart. In a specific point of reference Procurement staff reports to the Controller.
62
63
64
65
66
67
68
69
70
71
72
73
74
75