board boxaccessla.org/uploads/files/boardboxsep2014-revision2.pdfrevised board box september 15,...

REVISED

Board Box September 15, 2014

ITEM BOARD BOX ITEM STAFF PAGES

1. NEW EMPLOYEE UPDATE F. MOSELEY 2-3

2. OUT OF STATE TRAVEL FOR AUGUST 2014 C. MOTTA 4

3. RECAP PROCEEDING OF AUGUST 25, 2014

BOARD MEETING D. CISCO 5-6

4. QUARTERLY FUEL IMPACT REPORT F. JEWELL 7-8

5. SAFETY UPDATE FOR JULY 2014 M. GREENWOOD 9-10

6. ROLLING BOARD MEETING CALENDAR F. JEWELL 11

7. ACCESS DEMAND FORECASTING REPORT 2014 M. AVANCENA 12-15

8. KEY PERFORMANCE INDICATORS JULY 2014 M. THOMPSON 16-22

9. FINANCIAL REPORT FOR JULY 2014 H. RODRIGUEZ 23-38

10. EXECUTIVE SUMMARY UPDATE FOR JULY 2014 S. CHANG/S. KELLEY/M. AVANCENA /K. HAGEN

39-42

11. OPERATIONS REPORT FOR JULY 2014

REVISED ITEM M. THOMPSON 43-56

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BB OO AA RR DD BB OO XX II TT EE MM ## 11 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: FAYE MOSELEY, HUMAN RESOURCES CONSULTANT RE: NEW EMPLOYEE UPDATE

New Employees

I am pleased to announce that we have one new employees at Access. Sherylle Horton recently joined Access Services in a staff capacity as a Customer Service Representative. In this role, she will be responsible for handling calls from prospective or current customers, stranded passengers, resolving passenger issues and determining trip eligibility. Sherylle will report directly to Marcia Velis, Customer Service Analyst. Prior to joining Access in this staff role, Sherylle worked with Zimmerman & Associates in various roles, most recently as a Temporary Clerk/CSR here at Access Services. She has previously worked with Lonseal as a Receptionist/Credit Assistant, 3D Investments as a Receptionist, Comcast as a Receptionist/Customer Service Rep. and Acutek/Scapa Converted Products as a Receptionist/Office Coordinator. She is a graduate of Grover Cleveland High School. Employee Movement Phillip Rice recently transferred from the role of Operations Services Monitor to Road Safety Inspector. In this newly created Safety & Risk Management role, he will be responsible for on-the-road monitoring of driver, passenger and vehicle safety and risk management activities of contracted paratransit operations. Phillip 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, conduct safety evaluations for passenger pick-up and drop-off locations including stands, conduct vehicle safety inspections, and when appropriate, order unsafe vehicles out of service and coordinate risk management requirements with our providers. Phillip will report directly to Mike Greenwood, Director of Safety & Risk Management.

most recently served as Operations Service Monitor (formerly titled Operations Supervisor) for 2 years where he oversaw the contracts for the Eastern and West

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Central regions. Prior to that, he spent 6 years as a Road Supervisor. His accomplishments during that time include facilitating a new process for training record audits and road observation documentation; assisting in the development of pull out inspection processes; initiating the process of bringing new tools to the Operations Supervisor in the form of tablet computers and facilitating the process of background checks by converting our previous process to live scan fingerprint base. Prior to joining Access, he spent 8 years as a Senior Safety Trainer with Diversified Paratransit, Inc. He is currently pursuing his Bachelor of Art degree in Public Administration at the University of Laverne. He has completed numerous transit and safety related training programs throughout his career.

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BB OO AA RR DD BB OO XX II TT EE MM ## 22 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT RE: OUT OF STATE TRAVEL FOR AUGUST 2014

The following is a list of out-of state travel for August 2014. New York, NY Eno Transit Mid-Manager Seminar August 18-22, 2014 New York, NY The below mentioned Access Services staff member traveled to New York, NY for the Eno Transit Mid-Manager Seminar. This seminar is a leadership course for mid-level managers in public transportation agencies and companies that serve the transit industry.

-Manager Seminar was an intensive, weeklong training that filled a critical information gap. The sessions allowed mid-managers to benefit from a close association with the National Transit Institute and the American Public Transportation Association. Renato Arrieta, General Accounting Supervisor Seattle, Washington StrataGen Meeting August 26-28, 2014 Seattle, WA The below mentioned Access Services staff members traveled to Seattle, Washington for a meeting with StrataGen. StrataGen has shared the high level software architecture on Adept 7. The solution is based on open sources code with single page application design concept. The architecture is fairly well thought out and is a major departure from the Adept 6 client/server architecture. Bill Tsuei Senior Manager, IT Ruben Prieto, Systems Analyst

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BB OO AA RR DD BB OO XX II TT EE MM ## 33 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON RE: RECAP PROCEEDING OF AUGUST 25, 2014 BOARD MEETING

RECAP OF PROCEEDINGS BOARD OF DIRECTORS MEETING

MONDAY, AUGUST 25, 2014 Los Angeles County MTA

One Gateway Plaza, 3rd Floor 729 Vignes Street, Los Angeles CA 90012

ITEM NO.

SUBJECT ITEM ACTION TAKEN

2 Board Officer Elections Approved

4 CLOSED SESSION None

6 Review & Approval of Minutes From the Board Meeting On June 23, 2014

Approved

9-a ConsideratioCommittee Appointments

Approved/On Consent Calendar

9-b Consideration to Authorize the Purchase of 13 Vehicles for Paratransit Service


9-c Consideration to Award Data Center Co-Location Contract (AS-3650)


9-d Consideration to Approve Real Estate Broker Service Agreement


10 Consideration to Approve Policy Concerning the Format of Board Minutes

Approved

11 Consideration to Approve Access Rider ID/TAP Card Program Changes

Approved

12 Consideration to Authorize FTA ADA Triennial Review Findings Resolution Process

Approved

6

13 Access Services Funding Update Presentation

14 Metro Review/Customer Survey and Town Hall Meetings: Action Plan

Presentation

15 Status Presentation

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BB OO AA RR DD BB OO XX II TT EE MM ## 44 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER 8 RE: QUARTERLY FUEL IMPACT REPORT

Access maintains a policy of accounting for the volatility of fuel prices by establishing

varies more than 15% in a quarterly period then a service provider is either reimbursed or assessed the calculated difference based upon the total number of gallons purchased by the provider for the contract services in the quarter. Accordingly Access budgets this difference as a supplemental gas item for the fiscal year. The baseline cost is compared to the three-month average cost of Los Angeles, CA Regular Reformulated Retail Gasoline Prices (Cents per Gallon) less the $0.06 Motor Vehicle Use tax. A variance of 15% will trigger either a reimbursement or deduction that occurs on the next monthly payment cycle of the service provider. The table below provides a breakdown by service contractor for the last quarter

Apr-14 May-14 Jun-14 Year to Date

Total (7/2013-6/2014)

Eastern Region Base Cost - $2.79/gallon

Actual - SGT#1928 0 0 0 318,529

Budget 65,376 68,478 66,449 776,943

Variance Over (Under) Budget (65,376) (68,478) (66,449) (458,414)

Southern Region Base Cost - $3.25/gallon

Actual - GPI#2967 38,781 36,097 35,929 290,220

Budget 69,320 72,622 70,460 823,773

Variance Over (Under) Budget

(30,539) (36,525) (34,531) (533,553)

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Northern Region Base Cost -$3.50/gallon ($4.25/gallon as of 8/1/2013)

Actual - MVT#2492/3341 - - - (44,855)

Budget - - - 48,408

Variance Over (Under) Budget - - - (93,263)

West/Central Region Base Cost - $2.94/gallon

Actual - CTI#2364

26,541 25,903 25,228 249,580

Budget

41,102 43,054 43,191 489,875

Variance Over (Under) Budget

(14,561) (17,151) (17,963) (240,295)

Antelope Valley Region Base Cost - $3.75/gallon

Actual - DT#3116 - - - -

Budget 5,375 5,631 5,462 63,866

Variance Over (Under) Budget (5,375) (5,631) (5,462) (63,866)

All Regions Monthly Total - Actual 65,322 61,999 61,157 813,474

All Regions Monthly Total - Budget 181,173 189,783 185,562 2,202,865

All Regions Monthly Variance Over (Under) Budget

(115,851) (127,784) (124,405) (1,389,391)

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BB OO AA RR DD BB OO XX II TT EE MM ## 55 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT RE: SAFETY UPDATE FOR JULY 2014

100,000 miles (compared to 0.41 in July 2013. The total number of preventable collisions decreased from 21 in June to 14 in July.

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Department Activities In July staff from the Safety & Risk Management Department participated in the following: Held its monthly Safety Steering Committee Meeting with service providers;

Participated in a webinar with emergency planners as part of the California Office of Emergency Services plan to develop best practices for mass evacuations;

Met with Los Angeles County emergency management staff; and

Made a presentato the Los Angeles County Commission on Disabilities.

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BB OO AA RR DD BB OO XX II TT EE MM ## 66 SEPTEMBER 15, 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. October 27, 2014 Item Description

Consideration to Approve IT Consulting Services Contract

Consideration to Approve 2015 Board Calendar

Presentation Finance Review

Presentation Operations Review

Consideration to Approve ADA Paratransit Service Model Consulting Contract

November 17, 2014 Item Description

Consideration to Approve Local Vehicle Inspection Contract

Consideration to Approve Telephone System Maintenance Contract

Presentation Safety Review

December 22, 2014 Meeting Canceled Item Description

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BB OO AA RR DD BB OO XX II TT EE MM ## 77 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: MATTHEW AVANCENA, MANAGER OF PLANNING AND

COORDINATION RE: ACCESS DEMAND FORECASTING REPORT 2014

Access Service Travel Training Program: Summary of Access Services Cost/Benefit Analysis and Effectiveness of Transitioning Paratransit Customer to Fixed Route Services

The Metro Management Audit Services assessment of Access Services, which was

Travel Training program. One of the recommendations stated the following: Recommendation 5: Access Services should require a more accurate and reliable evaluation of the Travel Training Program. Access Services should continue its efforts to use TAP card data, and self-reported data where necessary, to collect before and after information fixed-route services. This will provide Access Services the ability to demonstrate the actual return on investment of the Travel Training program. In response to this recommendation, staff completed the following cost/benefit analysis using customer TAP data.

Access Services Travel Training Program

Access Services, through its contractor, Mobility Management Partners (MMP), offers Travel Training service to as many as 250 Access eligible customers every year. Travel Training teaches customers, who are unfamiliar with riding fixed route services, with how to effectively use fixed route services for their transportation needs. Travel Trainers provide one-on-one instruction on how to be safe while using fixed route, how to understand a bus schedule, and how to effectively integrate existing bus and rail systems into their transportation needs.

om other Travel Training programs (ex. Easter Seals Project Action) and the objective

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program is similar to programs operated by other transit agencies locally and throughout the United States. Travel Training Objectives

The objectives of the Access Travel Training program are as follows: (a) Provide an additional transportation option for Access eligible customer other

than paratransit travel; (b)

use fixed route services when they otherwise would have been reliant exclusively on paratransit fincentivizes paratransit-eligible customers, if they are able, to use existing seat capacity on buses and trains for free.

Travel Training Return on Investment

Trip Diversion Rate MMP Calculations MMP has historically calculated the success rate of the Travel Training program by performing follow-calls these individuals on week, one month, two months and six months after the completion of their Travel Training course. The telephone surveys ask (1) if the individual is still taking fixed route service trips and (2) how frequently is the customer taking trips on fixed route over the course of a week. Past calculations about t return on investment used this data from MMP. Trip Diversion Rate Access Services Calculations

of the success of the Travel Training program. Access examined TAP data from 189 customers who had received travel training between the period of July 2013 and May 2014. Access staff also examined the frequency at which travel trained customers took Access paratransit trips. Using existing

survey process is, on occasion, MMP could not reach each person that had taken the travel training courses. With TAP and Access trip data, however, Access has a greater

Initial Travel Training Analysis Conclusions

Access staff reviewed the telephone survey results MMP conducted from their travel trained customers two months after the completion of their travel training session.

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Access staff felt that the two month period results would be the most valuable for transit

Access staff then reviewed the TAP data and Access trip data gathered from all of the travel trained customers and reached the following conclusions:

1) Using two-month follow-up data, customers reported to have taken, on average, 16.63 trips per month. This turns out to be very similar to results drawn from TAP data of 15.38 trips per month.

2) Most of the customers seeking Travel Training had no fixed route transit experience and benefited from the assistance and encouragement provide by MMP travel training staff.

3) Over the year, the trained customers took between 185 and 200 transit trips a month. This resulted in a regional savings of nearly $1.3 million dollars assuming that one fixed-route trip replaced a comparable paratransit trip at $35 a trip. In addition, given that the Travel Training program has been in existence since 2005, the cumulative savings to the region are far greater.

4) Lastly, the travel trained customers are infrequently using Access. Each customer (on average) uses Access just under 22 times per year. This results in a cost of $145,265. This is considerably less than the cost of the Travel Training program contract.

TABLE 1 COMPARISON OF MMP TELEPHONE SURVEY DATA AND TAP AND ACCESS TRIP DATA

MMP Survey Average

TAP Data Access Trip Data

Month Trips/Month Trips/Month Trips/Month

(at 2 Month callback) Jul-13 17.33 22.40 0.31

Aug-13 22.40 28.68 2.47 Sep-13 11.00 10.33 1.09 Oct-13 21.82 18.55 0.75 Nov-13 14.55 19.17 6.44 Dec-13 16.00 13.61 2.79 Jan-14 16.00 8.85 0.53 Feb-14 27.20 9.48 1.75 Mar-14 12.00 21.01 1.59 Apr-14 8.00 9.14 1.24 May-14 7.94 1.18

AVERAGE 16.63 15.38 1.83

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Next Steps From this initial analysis, the cost to Access of providing Travel Training through a contact costing just over $400,000 annually is significantly offset by the annual estimated savings of $1.3 million through diverted trips. When one factors in that the savings compound as more and more individuals are trained, the savings are even greater. Furthermore, it is impossible to quantify on a numerical basis the benefit of giving Access customers additional transit options that allow them to lead more independent lives. Going forward, Access will conduct an annual analysis of its Travel Training

program using the methodology described above to ensure the program continues to meet is objectives.

Matthew Avancena or Eric Haack.

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BB OO AA RR DD BB OO XX II TT EE MM ## 88 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, OPERATIONS ANALYST RE: KEY PERFORMANCE INDICATORS

The following graphs represent key system indicators for the fiscal year as of July

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.

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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.

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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.

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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.

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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.

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Customer Service Performance

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.

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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 within the first 60 seconds. The standard for CS

Abandoned Calls is 10% or less.

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BB OO AA RR DD BB OO XX II TT EE MM ## 99

SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: HECTOR RODRIGUEZ, CONTROLLER RE: FINANCIAL REPORT FOR JULY 2014

Attached for your review are the draft financial reports for July 2014. Approved FY 2014/15 Budget to Actual Fiscal Year-to-Date Comparison: Passengers: 1.0% over budget Contract Revenue Miles: 0.3% under budget Trips: 0.3% under budget Completed Eligibility Interviews: 11.1% over budget Average Trip Distance: 0.1% under budget at 9.11 miles Total cost per Passenger (before depreciation): 2.4% under budget Administration Function is 16.3% under budget Eligibility Determination Function is 1.5% over budget

Paratransit Operations Function is 0.9% under budget Attached are the following reports for your review: Statistical Comparison: July 2013 to July 2014 Expenses by Functional Area Budget to Actual Comparison of Statistics YTD Budget Results Graph: YTD PAX Cost Comparison Detailed Financial Reports

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Expenses by Functional Area For the YTD Period Ending July 2014

% of Cost

YTD Actual

YTD Budget Variance

% Over <Under>

Budget

% Over <Under>

Previous Yr.

Paratransit Operations 89.9% $9,693,047 $9,779,151 $(86,104) (0.9)% 2.2%

Eligibility Determination 6.0% 727,754 716,824 10,930 1.5% 1.3%

CTSA/Ride Information 0.3% 32,906 33,833 (927) (2.7)% -14.8%

Administrative 3.8% 417,823 499,025 (81,203) -16.3% -11.8%

Total Exp before Depreciation $10,871,529 $11,028,833 $(157,304) (1.4)% 1.5%

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Statistics - - For the YTD Period Ended July 2014

YTD Actual

YTD Budget Variance

% Over <Under>

Budget

% Over <Under>

Previous Yr.

Number of Completed Cert Interviews 5,677 5,109 568 11.1% 7.9%

Number of PAX 337,714 334,311 3,403 1.0% 8.2%

Number of Contract Revenue Miles 2,352,200 2,360,164 (7,964) (0.3)% 8.9%

Number of Trips 258,066 258,780 (714) (0.3)% 8.0%

Average Trip Distance 9.11 9.12 0.01 (0.1)% 0.9%

Purchased Transportation Cost

Cost per Trip $ 34.20 $ 34.15 $ 0.05 0.1%

-4.0%

Cost per PAX $ 26.13 $ 26.43 $ (0.30) (1.1)%

-3.6%

Cost per Contract Rev Mile $ 3.75 $ 3.74 $ 0.01 0.2%

-5.8% Total Cost per Pax before

depreciation $ 32.19 $ 32.99 $ (0.80) (2.4)%

-3.2%

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Budget Results for FY 2014/2015 For the YTD Period Ending July 2014

YTD

Actual YTD

Budget

Variance Over <Under> Budget

%Over <Under> Budget

%Over <Under>

Previous Yr. Total Exp before Capital @ July 2014 $ 10,871,529 $ 11,028,833 $ (157,304)

(1.4)%

1.5%

Revenue

Passenger Fares 733,770 788,967 (55,197)

Other Revenue 21,225 21,225 0

Total Revenue 754,995 810,192 (55,197) (6.8)% (14.4)% Capital Expenditures

Vehicles 1,359,778 1,428,247 (68,469)

Other Capital Expenditures 75,785 75,790 (5)

Total Capital Expenditures $ 1,448,034 $ 1,504,037 (56,003) (3.7)%

Under Budget @ July 2014 $ (157,304)

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YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-13

32.84$

Jul-14

31.42$

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Access Services Balance Sheet July 31, 2014 DRAFT

ASSET S Current Assets: Cash 18,090,210

Due from FTA 7,482,351

Due from MTA 42,112

CMAQ Grant Receivable 0

Accounts Receivable-Miscellaneous 82,362

Prepaid Expenses 3,196,591

Deposits 4,008

Total Current Assets 28,897,634

Long Term Assets:

Property and Equipment:

Vehicles & Vehicle Equipment 30,911,100

Office Furniture and Equipment 227,997

Computer & Telephone Equipment 2,463,152

Central Reservation Software/IVR 2,377,984

Leasehold Improvements 156,965

Total Property and Equipment 36,137,197

Accumulated Amortization & Depreciation (23,424,108)

Property and Equipment, Net 12,713,089 Deposits Long Term 0

Total Long Term Assets 12,713,089

TOTAL ASSETS 41,610,723

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Access Services Balance Sheet July 31, 2014 DRAFT LIABILITIES AND NET ASSETS Current Liabilities: Accounts Payable-Trade 2,141,102

Accounts Payable-Providers 8,574,207

Due to MTA 16,667

Insurance Reserve 3,103,502

Accrued Expenses 1,843,751

Other Liabilities 0

Total Current Liabilities 18,002,052

Other Liabilities:

Deferred Revenue 23,426,687

TOTAL LIABILITIES 41,428,739

Net Assets:

Temporarily Restricted 181,984

TOTAL LIABILITIES AND NET ASSETS 41,610,723

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Access Services Statement of Cash Flow For Period Ending July 31, 2014

Cash Beginning Balance 7/1/14 16,027,614

Cash Receipts:

Proposition C revenue from LACMTA 11,625,006

FTA Funding Received 2,161,199

CMQ Grant

Passenger fare/coupons/ID revenue 750,473

Interest income 132

Miscellaneous revenues 72,897

Total Cash Received 14,609,707

Cash Payments:

Vehicles/Vehicle equipment 1,508,279

Capital Equipment

Prepaid expenses/deposits 308,700

Payments to contract providers 8,880,932

Eligibility Determination expenses 496,525

Salaries and related benefits 705,494

Other expenses 647,180

Total Cash Payments 12,547,111

Increase (Decrease) in Cash Reserves 2,062,595

Cash Ending Balance 07/31/14 18,090,210

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.

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ACCESS SERVICES

STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending July 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

REVENUE SOURCES:

Funding Sources for Operating Expenses :

FY 14/ 15 Prop C & Section 5310 $120,986,452

FY 13/ 14 Carryforward - Unallocated (Estimated) 2,500,000

Subtotal - Funding Sources & Carryforward Funds 10,052,600 10,174,346 (121,747) 10,052,600 10,174,346 (121,747) 123,486,452 8.14%

Funding Sources for Capital & Committed Expenses :

FY 14/ 15 Prop C 12,471 0 12,471 12,471 0 12,471 8,142,020 0.15%

Prior Fiscal Years - Allocated Carryforward Funds - Capital 1,435,563 1,504,037 (68,474) 1,435,563 1,504,037 (68,474) 11,561,027 12.42%

Section 5317 for New Freedom Grant 14,000 0 14,000 14,000 0 14,000 116,810 11.99%

JARC Grant (Access to Work) 42,313 0 42,313 42,313 0 42,313 $1,056,729 4.00%

Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 38,465 (38,465) 0 38,465 (38,465) 1,278,234 0.00%

FY 13/ 14 Allocated Funds - Veh Proceeds > $5K 16,000 0.00%

Section 16 Capital Funds - FY 14/ 15 (88.53% of $600,000) 0 0 0 0 0 0 0 0.00%

Subtotal - Funding Sources & Carryforward Funds 1,504,347 1,542,502 (38,155) 1,504,347 1,542,502 (38,155) 22,170,820 6.79%

Interest/ Miscellaneous Income 7,621 5,833 1,788 7,621 5,833 1,788 70,000 10.89%

MTA - Shuttle Reimbursement 0 0 0 0 0 0 75,000 0.00%

Disposal of Vehicles 21,225 21,225 0 21,225 21,225 0 250,000 8.49%

Passenger Fares 733,770 788,964 (55,194) 733,770 788,964 (55,194) 9,401,892 7.80%

TOTAL - REVENUE FUNDING SOURCES 12,319,563 12,532,870 (213,307) 12,319,563 12,532,870 (213,307) 155,454,164 7.92%

Less : Total Capital Expenditure During FY 14/ 15 (1,448,034) (1,448,034) (1,448,034) (1,448,034)

Revenue Recognition for FY 14/ 15 Depreciation 503,332 503,332 503,332 503,332

TOTAL - REVENUE RECOGNITION 11,374,861 12,532,870 (1,158,009) 11,374,861 12,532,870 (1,158,009) 155,454,164

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ACCESS SERVICES






EXPENDITURES:

PARATRANSIT OPERATIONS - DIRECT COST

Purchased Transportation Services - Regular Trips 8,513,077 8,372,379 140,698 8,513,077 8,372,379 140,698 100,768,957 8.45%

Purchased Transportation Services - Adults With Children 6,078 6,080 (2) 6,078 6,080 (2) 416,207 1.46%

Purchased Transportation Services - Access To Work 84,675 102,883 (18,208) 84,675 102,883 (18,208) 1,718,219 4.93%

Communications - Telephone/ Data Transmission 143,667 147,396 (3,729) 143,667 147,396 (3,729) 1,768,750 8.12%

Phone & Computer System Maintenance/ License & Consulting 62,825 107,475 (44,650) 62,825 107,475 (44,650) 1,340,072 4.69%

Salaries & Related Benefits - Customer Svc & Complaint Response 107,620 113,473 (5,852) 107,620 113,473 (5,852) 1,284,331 8.38%

Shuttle Service - MTA Elevator Maintenance 449 450 (1) 449 450 (1) 75,000 0.60%

Contracted Call Center 65,695 59,167 6,528 65,695 59,167 6,528 710,000 9.25%

OMC Weekend and Holiday Services 9,621 9,625 (4) 9,621 9,625 (4) 115,500 8.33%

Vehicle Cost - Direct 20,159 0 20,159 20,159 0 20,159 286,302 7.04%

Community Events and Materials-Safety Incentive Program 0 0 0 0 0 0 48,000 0.00%

Office Rent 9,768 9,764 4 9,768 9,764 4 117,173 8.34%

Insurance - Commercial 415,002 426,148 (11,146) 415,002 426,148 (11,146) 5,113,776 8.12%

Travel & Conference 0 0 0 0 0 0 3,470 0.00%

Other Professional Expense (1,135) 0 (1,135) (1,135) 0 (1,135) 100,315 -1.13%

Integrate Access Services to 511 (LA SAFE) 0 0 0 0 0 0 9,884 0.00%

Office Supplies 141 635 (494) 141 635 (494) 7,620 1.85%

Volunteer Driver Program 0 0 0 0 0 0 2,000 0.00%

Security Contract - Metro/ LASD 16,667 16,667 0 16,667 16,667 0 200,000 8.33%

Fuel Surcharge 48,884 186,071 (137,187) 48,884 186,071 (137,187) 1,581,754 3.09%

Total - Paratransit Operations - Direc t Cost 9,503,193 9,558,212 (55,019) 9,503,193 9,558,212 (55,019) 115,667,330 8.22%

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ACCESS SERVICES






PARATRANSIT OPERATIONS - INDIRECT COST

Salaries & Related Benefits - Operations 146,210 161,922 (15,712) 146,210 161,922 (15,712) 1,943,065 7.52%

Communications - Telephone & Data Transmission 4,566 5,860 (1,294) 4,566 5,860 (1,294) 70,320 6.49%

Other Professional Expense 0 0 0 0 0 0 100,000 0.00%

Vehicle Costs - Indirect 5,981 6,592 (610) 5,981 6,592 (610) 71,000 8.42%

Customer Satisfaction/ Free Fare Phone Survey 432 435 (3) 432 435 (3) 6,178 7.00%

Metro Studio Design/ Marketing Services 2,788 9,575 (6,787) 2,788 9,575 (6,787) 94,400 2.95%

Equipment/ Other Rental 0 0 0 0 0 0 8,000 0.00%

Office Rent 12,637 12,637 (0) 12,637 12,637 (0) 151,648 8.33%

Insurance - Commercial 1,472 1,570 (98) 1,472 1,570 (98) 18,842 7.81%

Travel and Conference 256 255 1 256 255 1 27,000 0.95%

Office Supplies 108 661 (553) 108 661 (553) 7,930 1.36%

Community Events and Materials 3,967 6,475 (2,508) 3,967 6,475 (2,508) 106,200 3.74%

Publications/Printed Materials - Riders Communication 7,622 7,408 214 7,622 7,408 214 124,400 6.13%

Postage/ Mailing 3,683 7,375 (3,692) 3,683 7,375 (3,692) 88,500 4.16%

Professional Memberships 131 173 (43) 131 173 (43) 2,080 6.29%

Total - Paratransit Operations - Indirec t Cost 189,854 220,939 (31,084) 189,854 220,939 (31,084) 2,819,564 6.73%

Total - Paratransit Operations Cost 9,693,047 9,779,151 (86,104) 9,693,047 9,779,151 (86,104) 118,486,893 8.18%

89.2%

34

ACCESS SERVICES






ELIGIBILITY DETERMINATON

Salaries & Related Benefits - Certification & Appeals 36,781 28,650 8,131 36,781 28,650 8,131 343,798 10.70%

Eligibility and Appeal Contracts 395,875 386,632 9,243 395,875 386,632 9,243 4,696,470 8.43%

Purchased Transportation Services - Certification Trips 171,927 187,963 (16,036) 171,927 187,963 (16,036) 2,357,627 7.29%

Transportation Cost - Tethering Trips 198 1,250 (1,052) 198 1,250 (1,052) 15,000 1.32%

Travel Training 59,066 45,799 13,267 59,066 45,799 13,267 549,586 10.75%

Tether Strap Project 20,148 20,150 (2) 20,148 20,150 (2) 352,787 5.71%

Metro Studio Design/ Marketing Services 1,182 3,333 (2,152) 1,182 3,333 (2,152) 40,000 2.95%

Other Professional Expense 476 167 309 476 167 309 2,000 23.78%

Communications - Telephone/ Data Transmission 8,020 9,090 (1,070) 8,020 9,090 (1,070) 109,080 7.35%

Vehicle Costs - Mobile Certification 0 0 0 0 0 0 389 0.00%

Office Rent 4,671 4,674 (3) 4,671 4,674 (3) 56,093 8.33%

Insurance - Commercial 5,056 5,321 (265) 5,056 5,321 (265) 63,847 7.92%

Business Meetings & Meals 0 0 0 0 0 0 0 n/ a


Office Supplies 23 496 (472) 23 496 (472) 5,950 0.39%

Publications/Printed Materials 2,869 3,118 (249) 2,869 3,118 (249) 537,379 0.53%

Postage/ Mailing/ Courier 21,447 20,160 1,288 21,447 20,160 1,288 241,916 8.87%

Professional Memberships 16 22 (5) 16 22 (5) 260 6.28%

Subtotal - Eligibility Determination 727,754 716,824 10,930 727,754 716,824 10,930 9,377,182 7.76%

6.7%

35

ACCESS SERVICES






CTSA FUNCTION

EDUCATION AND TRAINING

Salaries & Related Benefits - CTSA 8,317 7,901 416 8,317 7,901 416 94,813 8.77%

Scholarships Programs 0 0 0 0 0 0 6,885 0.00%

Scholarships Programs, Education & Training Seminars (2,300) 0 (2,300) (2,300) 0 (2,300) 38,034 -6.05%

Metro Studio Design/ Marketing Services 95 267 (172) 95 267 (172) 3,200 2.95%

Communications - Telephone 343 248 95 343 248 95 2,970 11.54%

Office Rent 549 549 (0) 549 549 (0) 6,593 8.33%

Insurance - Commercial 29 31 (2) 29 31 (2) 377 7.81%


Parking-Validations-CTSA 0 0 0 0 0 0 0 n/ a

Office Supplies 5 159 (154) 5 159 (154) 1,910 0.25%

Community Events and Materials 195 167 28 195 167 28 2,000 9.75%

Publications/Printed Materials 0 0 0 0 - 0 2,000 0.00%

Postage/ Mailing 737 542 195 737 542 195 6,500 11.33%


Subtotal - Education and Training 7,986 9,885 (1,900) 7,986 9,885 (1,900) 167,542 4.77%

ACCESS RIDE-INFORMATION

Salaries & Related Benefits - Ride-Information 21,318 19,981 1,337 21,318 19,981 1,337 239,774 8.89%

Communications - Telephone 1,230 1,508 (278) 1,230 1,508 (278) 18,090 6.80%

Phone & Computer System Maintenance/ License & Consulting 0 167 (167) 0 167 (167) 2,000 0.00%

Office Rent 2,044 2,045 (1) 2,044 2,045 (1) 24,535 8.33%

Office Supplies 14 118 (103) 14 118 (103) 1,410 1.00%

Publications/Printed Materials 0 0 0 0 0 0 0 n/ a

Postage/ Mailing 147 108 39 147 108 39 1,300 11.33%


Subtotal - Ride-Information 24,920 23,947 972 24,920 23,947 972 287,370 8.67%

Subtotal - CTSA Func tion 32,906 33,833 (927) 32,906 33,833 (927) 454,912 7.23%

0.3%

Total - Other Ac tiv it ies 760,659 750,657 10,002 760,659 750,657 10,002 9,832,094 7.74%

36

ACCESS SERVICES






ADMINISTRATIVE

Salaries & Related Benefits 297,605 355,068 (57,463) 297,605 355,068 (57,463) 4,320,809 6.89%

Metro Studio Design/ Marketing Services 662 1,867 (1,205) 662 1,867 (1,205) 22,400 2.95%

Communications - Telephone & Data Transmission 4,160 4,103 57 4,160 4,103 57 93,558 4.45%

Office Rent 21,218 21,413 (196) 21,218 21,413 (196) 256,956 8.26%

Insurance - Commercial 13,269 12,773 497 13,269 12,773 497 153,273 8.66%

Office Supplies 4,281 4,895 (614) 4,281 4,895 (614) 53,593 7.99%

Promotional Events & Materials 0 0 0 0 0 0 0 0.00%

Other Professional Services 32,043 44,357 (12,314) 32,043 44,357 (12,314) 975,693 3.28%

Public Notice Advertising Expenses 3,594 3,595 (1) 3,594 3,595 (1) 10,000 35.94%

Equipment/ Other Rental 205 208 (3) 205 208 (3) 2,500 8.20%

Repairs & Maintenance 3,660 5,125 (1,465) 3,660 5,125 (1,465) 63,145 5.80%

Postage/ Mailing/ Messenger 7,750 5,883 1,867 7,750 5,883 1,867 70,600 10.98%

Publications/ Printed Materials/ Copying 4,627 7,312 (2,685) 4,627 7,312 (2,685) 38,917 11.89%

Network Support/ Supplies 10,555 14,833 (4,278) 10,555 14,833 (4,278) 202,115 5.22%

Subscription/ References 0 167 (167) 0 167 (167) 2,000 0.00%

Professional Memberships 502 357 145 502 357 145 4,290 11.70%

Board and Advisory Committee Compensation 10,558 11,643 (1,085) 10,558 11,643 (1,085) 38,000 27.78%

Annual Meeting 0 0 0 0 0 0 16,000 0.00%

Business Meetings & Meals 338 2,258 (1,920) 338 2,258 (1,920) 27,100 1.25%

Travel and Conference 2,485 2,485 0 2,485 2,485 0 92,000 2.70%

Mileage and Parking 178 308 (131) 178 308 (131) 3,700 4.80%

Bank Interest 0 0 0 0 0 0 0 #DIV/ 0!

Other Expenses - bank charges, tax filing fees, etc. 134 375 (241) 134 375 (241) 4,500 2.98%

Total - Administrative Expense 417,823 499,025 (81,203) 417,823 499,025 (81,203) 6,451,149 6.48%3.8%

TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 10,871,529 11,028,833 (157,304) 10,871,529 11,028,833 (157,304) 134,770,137 8.07%

Amortization and Depreciation Expense 503,332 0 503,332 503,332 0 503,332 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 11,374,861 11,028,833 346,027 11,374,861 11,028,833 346,028 134,770,137

CAPITAL EXPENDITURES

Property & Equipment 1,448,034 1,504,037 (56,003) 1,448,034 1,504,037 (56,003) 20,668,027 7.01%

Total - Capital Expenditures 1,448,034 1,504,037 (56,003) 1,448,034 1,504,037 (56,003) 20,668,027 7.01%

Less: Amortization and Depreciation Expense (503,332) 0 (503,332) (503,332) 0 (503,332) 0

TOTAL EXPENSES AND CAPITAL EXPENDITURES 12,319,563 12,532,870 (213,307) 12,319,563 12,532,870 (213,307) 155,438,164 7.93%

Uncommitted Carryforward from FY 13/ 14 (Estimated) 0 0

Sales of Veh. Proceeds over $5,000 Rollover from FY 13/ 14 0 16,000

TOTAL 12,319,563 12,532,870 (213,307) 12,319,563 12,532,870 (213,307) 155,454,164 7.92%

37

ACCESS SERVICES






PROPERTY AND EQUIPMENT

152 VEHICLES - (Fleet Replacement) 0 0 0 0 0 0 8,807,000 0.00%

Vehicle Equipment 12,471 0 12,471 12,471 0 12,471 0 #DIV/ 0!

SUBTOTAL - VEHICLES - FY 14/15 12,471 0 12,471 12,471 0 12,471 8,807,000

13 VEHICLES - Minivan SECTION 16 (Fleet Replacement) ($45,000 each) 0 0 0 0 0 0 585,000 0.00%

Vehicle Related Equip (ATW grant) 0 0 0 0 0 0 120,038 0.00%

Vehicle Related Equip (AWC grant) 0 0 0 0 0 0 8,062 0.00%

60 VEHICLES - (Fleet Replacement) 1,359,778 1,428,247 (68,469) 1,359,778 1,428,247 (68,469) 2,764,349 49.19%

13 VEHICLES - FY13 catchup (Fleet Replacement) ($45,000 each) 0 0 0 0 0 0 585,000 0.00%

9 VEHICLES - Type I Cutaw ay (Fleet Replacement) ($65,750 each) 0 0 0 0 0 0 591,750 0.00%

11 VEHICLES - Type II Cutaw ay (Fleet Replacement) ($77,800 each) 0 0 0 0 0 0 855,800 0.00%

13 VEHICLES - Minivan SECTION 16 (Fleet Replacement) ($45,000 each) 0 0 0 0 0 0 585,000 0.00%

1 VEHICLE - Type III Cutaw ay (Fleet Replacement) ($82,000 each) 0 0 0 0 0 0 82,000 0.00%

65 VEHICLES - Access To Work (Fleet Expansion) ($58,960 each) 0 0 0 0 0 0 3,832,500 0.00%

9 VEHICLES - 2013 El Dorado Class D (Fleet Expansion) ($42,688 each) 0 0 0 0 0 0 34,301 0.00%

3 CNG Staff vehicles (3743) 0 0 0 0 0 0 86,984 0.00%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 1,359,778 1,428,247 (68,469) 1,359,778 1,428,247 (68,469) 10,130,784

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 0 0 0 0 0 0 300,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 14/15 0 0 0 0 0 0 300,000

REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 0 0 0 0 0 0 442,760 0.00%

CENTRALIZATION SOFTWARE/IVR 0 0 0 0 0 0 472,016 0.00%

TETHER STRAPS & MARKING PROGRAM CAPITAL 0 0 0 0 0 0 51,767 0.00%

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 30,928 30,930 (2) 30,928 30,930 (2) 217,508 14.22%

PORTION OF EN POINTE-HP SERVER/STORAGE (3712) 44,857 44,860 (3) 44,857 44,860 (3) 243,492 18.42%

ADOBE ECHOSIGN SIGNATURE (3742) 0 0 0 0 0 0 2,700 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 75,785 75,790 (5) 75,785 75,790 (5) 1,430,243

TOTAL CAPITAL EXPENDITURES 1,448,034 1,504,037 (56,003) 1,448,034 1,504,037 (56,003) 20,668,027 7.01%

38

ACCESS SERVICES






PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 337,714 334,311 3,403 337,714 334,311 3,403 3,623,369

Audited # of Contrac t Revenue Miles 2,352,200 2,360,164 (7,964) 2,352,200 2,360,164 (7,964) 25,508,362

Audited # of Trips 258,066 258,780 (714) 258,066 258,780 (714) 2,781,227

* Total Purchased Transportation Cost per Passenger 25.99 25.88 0.11 25.99 25.88 0.11 29.05

Total Paratransit Oper Costs (Dir & Indir) per Passenger 28.70 29.25 (0.55) 28.70 29.25 (0.55) 32.70

Total Cost per Passenger before Capital Deprec iation 32.19 32.99 (0.80) 32.19 32.99 (0.80) 37.19

* Total Purchased Transportation Cost per Trip 34.01 33.43 0.58 34.01 33.43 0.58 37.85

** Total Agency Cost per Passenger 31.42 32.05 (0.63) 31.42 32.05 (0.63) 34.49

Total Purchased Transportation Cost per Revenue Mile 3.73 3.67 0.07 3.73 3.67 0.07 4.13

Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.12 4.14 (0.02) 4.12 4.14 (0.02) 4.65

*Purchased transportation cost calculation includes free fare program cost, token redemption fees, and vehicle lease fees.

**Including Capital depreciation cost, Passenger Fares, Disposal of Assets , Rental and Interest/ Misc. Income. avg trip

avg trip plan

39

BB OO AA RR DD BB OO XX II TT EE MM ## 11 00 SEPTEMBER 15, 2014 TO: BOARD OF DIRECTORS FROM: ACCESS SERVICES MANAGEMENT STAFF RE: EXECUTIVE SUMMARY UPDATE FOR JULY 2014

Steve Chang Deputy Executive Director, Operations

On July 17, 2014, Access Services issued a directive to all service providers prohibiting the transporting of more than two (2) customers in the rear of any sedan. This action is to eliminate customer comfort concerns when riding in sedan vehicles. Access completed over 258,000 trips in July with an on-time performance of 92.9 percent and 0.06 percent Late4. Fiscal Year 2015 (FY15) Operations Strategic Plan was finalized and approved for execution. Operations staff will be focusing on meeting performance standards for the five contractual key performance indicators, improving customer experience in trip reservation, developing strategies for contract compliance and audits, and improving interdepartmental communication and support. Alfredo Torales Project Administrator

Eastern Region

The Eastern Region experienced very good on-time performance for the month of July 2014. Overall, 93.3 percent of all trips were on-time and only 0.06 percent of all

the second half of the month due to turnover of staff in the call center. The region finished the month with an average reservation initial hold time of 95 seconds with 9.3 percent of calls being on hold over 5 minutes. Access staff has been working with California State University, Los Angeles (CSULA) staff and students on relocating one of the Access Stand Signs to improve Access pick-ups and drop-offs for students on campus. The move of Stand #3 on the east side of the campus is scheduled for August. West Central Region

The overall on-time performance for the West Central Region was 91.8 percent for 0.04 percent of all trips.

The region finished the month with an average reservation hold time of 75 seconds with 6.1 percent of calls being on hold over 5 minutes. On July 9, 2014, Access staff conducted a vehicle health audit at California Transit (CTI), the service provider for

40

the West Central Region, to assess vehicle maintenance. No major findings were identified from the vehicle maintenance audit. Geoffrey Okamoto Project Administrator

Northern Region

MV Transportation, Northern region service provider, transitioned its reservation software system from StrateGen to Trapeze. The purpose of the software transition is to allow MV to have better control over its reservation, routing, and dispatching functions. MV technical and corporate staff members along with Access staff were on site to support the local team during the software transition period. MV was able to finish the month at 92.09 percent on-time with 0.15 percent Late4. MV is gearing up for the upcoming peak months by obtaining additional resources in vehicles, drivers, and call takers. This preparation will help MV to meet the high ridership demand in September and October. Antelope Valley Region

Diversified Transportation (DT) completed the month with an on-time performance of 95.65 percent with zero percent Late4. Trips completed for the month reached 9,360 trips. Total reservation calls received were 7,225 with an average initial hold time of 93 seconds. Calls on hold over five minutes closed at 3.7 percent. A call taker/dispatcher file audit was conducted with no major issues found. DT is in the process of preparing for the upcoming peak months where Access tends to experience a higher demand of service. Rogelio Gomez Project Administrator

Southern Region

Global Paratransit Inc. (GPI) began their preparation for this fall season by executing an aggressive hiring/training schedule. Several new employees went through driver and call taker trainings. The preparation helps GPI to ensure adequate staffing of drivers and call takers for the upcoming busy season. From a performance perspective, GPI completed 85,839 trips with an on-time performance of 93.08 percent and 0.02 percent Late4.

Santa Clarita Region

In early July, Access staff conducted call taker file audit at Santa Clarita Transit (SCT). The result of the audit was positive with no major findings. From a performance perspective, SCT completed 2,931 trips with an on-time performance of 96.35 percent and 0.00 percent Late4.

Sherry Kelley Sr. Manager Customer Service Customer Service Department Update

Access Customer Service department concluded the month of July with 11,000 calls answered. All call center performance measurements were met with the exception of the number of calls over 5 minutes, which exceeded the goal by 1.30%.

41

Customer Service facilitates both the Community Advisory Committee (CAC) and Quality Services Subcommittee (QSS), which were both dark for the month of July.

The Customer Service Leadership team remains in the process of revising and developing procedures to ensure standardization for the call center best practices.

Lastly, 408 Commendations (or Smiles) were filed by our customers for call takers and drivers! Kurt Hagen Manager of Eligibility

Eligibility

In July 2014, the number of certified Access riders reached 155,616; an increase of 1,496 certified riders from the previous month. In July 2013, there were 140,244 certified riders. Additional data regarding the Access eligibility process can be found elsewhere in this Board Box.

The July 1, 2014 transition to a fixed eligibility facility in the Antelope Valley was completed and CARE staff has settled into conducting eligibility evaluations in this new location. Access Services Eligibility staff paid a visit to the Lancaster facility in July to observe the process in action. Eligibility staff observed an evaluation in progress and traversed the "transit walk" used in the determination process with the Transit Evaluator.

Access Eligibility will continue to work closely with CARE Evaluators and San Gabriel Transit to address issues proactively in order to provide the highest quality services in the Antelope Valley as well as the Los Angeles basin.

42

Mobility Management Statistics Report, July 2014

MonthTotal

Number

of Calls

July 640 331 (52%) 15 (2%) 96 (15%) 172 (27%) 21 (3%) 5 (1%)

Number of

Last Calls

and No

Answers

Number of

Calls Waiting

for Follow-

Up.

Total

Number of

Mobility

Management

Database

List, Spoken

With

Total

Number of

Non Access

Customers

Spoken With

Number of

Issues with

Phone

Numbers

Number of

Voice

Messages

In the month of July, calls made by Mobility Management staff to customers increased by 78% from the previous month

with a total of 640 calls. The increase in calls were due to staff participating in only two outreach events for the month which

allowed them more time to spend on the phone. Of the 640 calls logged, staff called and spoke with 346 customers. The

remaining calls were voice-mail messages left by staff or calls made to phone numbers that were no longer in service or

disconnected.

Staff attended the 34th Annual Government Day at the Panorama City Mall. This is the last year that this event will be

sponsored by 3rd District County Supervisor Zev Yaroslavsky who will be retiring at the end of his term. As a token of his

seniors where staff gave a presentation to seniors in attendance and answer

process. Staff left literature and handouts for village customers who were unable to attend the presentation.

43

REVISED

BB OO AA RR DD BB OO XX II TT EE MM ## 11 11

SEPTEMBER 15, 2014

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, OPERATIONS ANALYST RE: OPERATIONS REPORT FOR JULY 2014

Below is a summary of the key operating statistics for JULY 2014, as well as, operation data for the previous month (JUNE 2014) and Year to Date (YTD):

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD

Total Trips 258,066 249,257 3.5% 258,066

Passengers per Vehicle Trip 1.31 1.30 0.8% 1.31

Average Trip Distance 9.11 9.09 0.2% 9.1

Total Calls to Providers 457,836 454,013 0.8% 457,836

Average Initial Hold Time (seconds) 93 80 16.2% 93

% of Calls on Hold More Than 5 minutes 6.5% 4.2% 2.3% 6.5%

On-Time Performance 92.9% 91.9% 1.0% 92.9%

Late 4 Trips 0.06% 0.06% 0.00% 0.06%

Total Registered Customers 155,616 154,112 1.0% 155,616

44

MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers Trips Back Up Trips

Passengers per Trip

Eligible Passengers

per Trip SYSTEM WIDE

JUN-14 234,571 249,257 632 1.30 1.00 JUL-14 337,714 258,066 645 1.31 1.00

% Change 4.1% 3.5% 2.1% 0.8% 0.0% SGT - Eastern Region

JUN-14 89,161 67,270 32 1.33 0.93 JUL-14 93,217 70,152 34 1.33 0.93

% Change 4.6% 4.3% 6.3% 0.0% 0.0% GPI - Southern Region

JUN-14 108,337 83,020 26 1.30 1.03 JUL-14 112,357 85,839 26 1.31 1.02

% Change 3.7% 3.4% 0.0% 0.8% -1.0% CTI - West Central Region

JUN-14 50,041 37,530 574 1.33 1.03 JUL-14 52,684 39,206 585 1.34 1.03

% Change 5.3% 4.5% 1.9% 0.8% 0.0% MV - San Fernando Valley Region

JUN-14 61,894 50,004 0 1.24 1.02 JUL-14 63,019 50,578 0 1.25 1.02

% Change 1.8% 1.2% 0.0% 0.8% 0.0% DT - Antelope Valley Region

JUN-14 11,879 8,651 0 1.37 1.03 JUL-14 12,889 9,360 0 1.38 1.04

% Change 8.5% 8.2% 0.0% 0.7% 1.0% SCT - Santa Clarita Region

JUN-14 3,259 2,782 0 1.17 1.02 JUL-14 3,548 2,931 0 1.21 1.02

% Change 8.9% 5.4% 0.0% 3.4% 0.0%

45

PROVIDER SERVICE SUMMARY

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 75 60 75 SGT Eastern Region 0 30 0 GPI Southern Region 30 0 30 CTI West Central Region 30 0 30 MV Transit San Fernando Valley Region 0 30 0 DT Antelope Valley Region 15 0 15 SCT Santa Clarita Region 0 0 0

* The data above represents the number of vehicles evaluated at the contractor locations.

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 145 85 145 SGT Eastern Region 29 8 29 GPI Southern Region 41 19 41 CTI West Central Region 26 10 26 MV Transit San Fernando Valley Region 20 19 20 DT Antelope Valley Region 13 10 13 SCT Santa Clarita Region 16 19 16

* The data above represents the number of observations made for call takers and dispatchers.

Comparability of Access Paratransit to Fixed Route Travel Times*

Apr 1 Jun 30

Jan 1- Mar 31

Oct 1- Dec 31

Jul 1-Sep 30

Equal to or Shorter than Comparable Fixed Route Trip

87.8% 88.8% 92.0% 90.6%

1-20 Minutes Longer than Fixed Route Trip 9.8% 8.8% 5.8% 7.0% 21-40 Minutes Longer than Fixed Route Trip 1.4% 1.5% 1.6% 1.6% 41-60 Minutes Longer than Fixed Route Trip 0.6% 0.8% 0.5% 0.5% 60 Minutes Longer than Fixed Route Trip 0.4% 0.1% 0.2% 0.3% * 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.

46

North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 388 309 388 Transfer Point to Antelope Valley 324 374 324 Santa Clarita to Transfer Point 85 79 85 Transfer Point to Santa Clarita 66 65 66

RESERVATIONS PHONE REPORTING Standards: Average Initial Hold Time <120 Seconds Previous YTD % of Calls On Hold Over 5 minutes <5% Current Month Average Systemwide Calls Answered 457,836 454,013 457,836 Average Initial Hold Time 93 80 93 % Of Calls On Hold More Than 5 minutes 6.5% 4.2% 6.5% SGT - Eastern Region Calls Answered 118,015 115,774 118,015 Average Initial Hold Time 95 81 95 % of Calls on Hold More Than 5 minutes 9.3% 6.7% 9.3% GPI - Southern Region Calls Answered 140,434 139,768 140,434 Average Initial Hold Time 89 79 89 % of Calls on Hold More Than 5 minutes 3.9% 2.5% 3.9% CTI - West Central Region Calls Answered 113,588 109,934 113,588 Average Initial Hold Time 75 66 75 % of Calls on Hold More Than 5 minutes 6.1% 4.7% 6.1% MV Transit - San Fernando Valley Region Calls Answered 67,448 69,938 67,448 Average Initial Hold Time 121 96 121 % of Calls on Hold More Than 5 minutes 8.9% 4.2% 8.9%

47

DT - Antelope Valley Region Calls Answered 15,113 15,440 15,113 Average Initial Hold Time 93 82 93 % of Calls on Hold More Than 5 minutes 3.7% 2.2% 3.7% SCT - Santa Clarita Valley Region Calls Answered 3,238 3,159 3238 Average Initial Hold Time 73 68 73 % of Calls on Hold More Than 5 minutes 5.8% 5.6% 5.8% 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% Previous YTD % Abandoned Calls <10% Current Month Average Systemwide (CS and OMC) Calls Answered 48,084 45,918 48,084 Average Initial Hold Time 73 71 73 Average Call Duration 197 199 197 % of Calls on Hold More Than 5 Minutes 5.9% 5.6% 5.9% % of Abandoned Calls 4.0% 3.2% 4.0% Customer Service Center (CS) Access Services - REVISED

Calls Answered 11,949 11,929 11,949 Average Initial Hold Time 116 116 116 Average Call Duration 218 216 218 % of Calls on Hold More Than 5 Minutes 11.5% 11.6% 11.5% % of Abandoned Calls 5.0% 3.0% 5.0% Southland Calls Answered 24,979 23,129 24,979 Average Initial Hold Time 35 35 35 Average Call Duration 172 176 172 % of Calls on Hold More Than 5 Minutes 0.9% 0.6% 0.9% % of Abandoned Calls 1.4% 1.4% 1.4%

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Customer Service Total Calls Answered 36,928 35,058 36,928 Average Initial Hold Time 61 62 61 Average Call Duration 187 190 187 % of Calls on Hold More Than 5 Minutes 4.3% 4.4% 4.3% % of Abandoned Calls 2.6% 2.0% 2.6% Operations Monitoring Center (OMC) Access Services

Call Answered 7,061 7,001 7,061 Average Initial Hold Time 119 111 119 Average Call Duration 252 248 252 % of Calls on Hold More Than 5 minutes 11.5% 10.5% 11.5% % of Abandoned Calls 8.9% 7.8% 8.9% Southland Call Answered 4,095 3,859 4,095 Average Initial Hold Time 102 74 102 Average Call Duration 198 195 198 % of Calls on Hold More Than 5 minutes 10.8% 8.2% 10.8% % of Abandoned Calls 7.2% 5.5% 7.2% Operations Monitoring Center Total Call Answered 11,156 10,860 11,156 Average Initial Hold Time 113 98 113 Average Call Duration 232 229 232 % of Calls on Hold More Than 5 minutes 11.3% 9.7% 11.3% % of Abandoned Calls 8.3% 7.0% 8.3%

Eligibility Determinations

Previous YTD- ADA Paratransit Evaluations Current Month Average Completed

UNRESTRICTTED 2,554 2,445 2,554 RESTRICTED 551 583 551 TEMPORARY 653 659 653

NOT ELIGIBLE 566 483 566 TOTAL 4,324 4,170 4,324 Re-certifications (in Person) 1,894 1,968 1,894 New Applicants 2,430 2,202 2,430

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Eligibility Renewals Recertification Letters Sent 3,441 4,353 3,441 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 13 15 13 Scheduling Phone Call to Evaluation 4 4 4 Scheduling Phone Call to Mail Out 24 30 24

Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 196 134 196 Closed 100 115 100 Withdrawn/Closed Before Completion 19 29 19 Pending 299 257 299 Increased 26 19 26 Decreased 3 8 3 Modified 13 3 13 Upheld 31 38 31 % Appeals not overturned 64% 72% 64% Net Denied Rate (Year-to-Date) 12% 11% 13% Process Time: Appeal Date to Mail Out ADA>30) 12 12 12

OPERATIONS MONITORING CENTER ACTIVITY

Previous YTD- Logged Call to OMC Current Month Average TOTAL CALLS: 8,036 8,029 8,036 Late Calls 1,937 2,090 1,937 Other (CSC/Reservations) 6,099 5,939 6,099

Previous YTD- Disposition of Late Calls Current Month Average Back-Up Vehicle Sent 347 310 347 ETA Given 809 1,017 809 Help Calls 23 15 23 Miscellaneous 758 748 758 TOTAL LATE CALLS 1,937 2,090 1,937

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Late Trip Calls to OMC Resulting in Dispatch of Back-Up Vehicle Previous YTD- (5.4.1.6) Current Month Average Avg. Time Between 1st Call and Arrival of back up Vehicle at Customers Location

39 38 39

Late Trip Calls to OMC Resulting

d Back-Up Vehicles Sent Previous YTD- (5.4.1.7) Current Month Average Incidence of Vehicles Sent to Wait w/the Customer until Arrival of Accessible Vehicle

0 0 0.0

PROVIDER REPORT CARD Previous YTD- Systemwide Current Month Average Percentage of Trips On-Time 92.91% 91.92% 92.91% Percentage of Late Trips 7.09% 8.08% 7.09%

-15 min. late) 5.61% 6.41% 5.61% -30 min. late) 1.20% 1.36% 1.20% -45 min. late) 0.22% 0.26% 0.22%

0.06% 0.06% 0.06% No Shows 3.13% 3.06% 3.13% Accessibility Violations - occurrences 0 1 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous YTD- SGT Eastern Region Current Month Average Percentage of Trips On-Time 93.28% 92.41% 93.28% Percentage of Late Trips 6.72% 7.59% 6.72%


0.06% 0.09% 0.06% No Shows 3.03% 3.22% 3.03% Accessibility Violations occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

Previous YTD- CTI West Central Region Current Month Average Percentage of Trips On-Time 91.75% 91.95% 91.75% Percentage of Late Trips 8.25% 8.05% 8.25%



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Previous YTD- GPI Southern Region Current Month Average Percentage of Trips On-Time 93.08% 91.04% 93.08% Percentage of Late Trips 6.92% 8.96% 6.92%


0.02% 0.02% 0.02% No Shows 2.84% 2.73% 2.84% Accessibility Violations - occurrences 0 1 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00% Previous YTD- MVT Northern Next Day Trips Current Month Average Percentage of Trips On-Time 92.09% 92.08% 92.09% Percentage of Late Trips 7.91% 7.92% 7.91%


0.15% 0.09% 0.15% No Shows 2.71% 2.51% 2.71% Accessibility Violations - occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00% Previous YTD- DT Antelope Valley Current Month Average Percentage of Trips On-Time 95.65% 94.97% 95.65% Percentage of Late Trips 4.35% 5.03% 4.35%



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Previous YTD- SCT Santa Clarita Valley Current Month Average Percentage of Trips On-Time 96.35% 95.09% 96.35% Percentage of Late Trips 3.65% 4.91% 3.65%



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Customer Reported Service Complaints

Current Month System SGT

Eastern Region

CTI West

Central Region

GPI Southern Region

MVT San

Fernando Valley

DT Antelope

Valley Region

SCT Santa Clarita Valley

ADA 1 0 0 1 0 0 0 Animal 0 0 0 0 0 0 0 Booking 103 28 13 38 20 4 0 Capacity 0 0 0 0 0 0 0 Conduct 243 67 35 87 38 13 0 Late 23 8 2 2 6 3 0 Late 4 22 6 4 5 7 0 0 Procedure 367 110 67 148 34 6 0 Risk Management 86 18 14 31 23 0 0 Routing 53 11 9 18 15 0 0 Wheelchair Securement 62 14 9 27 8 1 0 Service 0 0 0 0 0 0 0 Travel Time 60 13 10 16 20 0 1 Vehicle 19 2 2 7 4 4 0 TOTAL 1,039 277 165 380 175 31 1 Ratio per 1,000 Trips 4.0 4.4 4.2 4.4 3.5 3.3 0.3 Commendations 303 84 58 73 76 12 0

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Travel Training Statistics

Travel Training, Fiscal Year 2014-2015 June -14 July -14 YTD

Accepted Travel Training 41 34 34 Waiting for Travel Training 14 13 13 Started Travel Training 38 30 30 Completed Travel Training 41 34 34 Discontinued Services 0 0 0 People Currently in Travel Training 0 0 0 Total Follow-up Response Month 2 13 15 15 #Graduates Using Bus After 2 Months 10 9 9 Average # of Trips per-week, Month 2 5 5 5

Estimated Bus Trips Taken, YTD 18,582 199 199

*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.

board boxaccessla.org/uploads/files/boardboxsep2014-revision2.pdfrevised board box september 15,...

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