chris john act sept 1 presentation as presented

1

John MartinChris Hamilton

Today’s Crisis is TDM’s Opportunity”

“Making a Business Case for TDM”

“Never Waste A Good Crisis”

The reported mantra of President Obama’s White

House Team

http://images.google.com/imgres?imgurl=http://www.warrenkinsella.com/images/obama_time_cover_102306.jpg&imgrefurl=http://current.com/items/89472461_american_nobel_prize_winners_endorse_obama&h=537&w=400&sz=157&hl=en&start=27&um=1&usg=__ZI4-bqujKgR9EQJMiwbO40MhypI=&tbnid=Z-AeqZ-jIRTG_M:&tbnh=132&tbnw=98&prev=/images?q=Obama&start=20&ndsp=20&um=1&hl=en&rlz=1T4HPNN_en___US232&sa=N

“Today’s Crisis Is TDM’s Opportunity”

Our mantra at Arlington Country Commuter Services

Our Agenda

Today’s Challenges

7 Ways We Leverage Them

The Payoff Arlington County Commuter Services

Today’s Crisis: A New Global Environment

• The U.S. and the world are facing a new age – life as we know it will never be the same.

• Business as usual will not solve the transportation challenges we face.

• TDM has come into its own as a tool to address these challenges. ACCS is helping lead the way.Arlington County Commuter Services

6

Arlington County Commuter Services7

Congestion

TDM helps all modes move more people in fewer vehicles.

TDM reduces consumption – (volatile prices, peak oil, exploding global demand)

Energy

Climate Change

TDM reduces CO2 and other pollutants.

Climate Change

TDM reduces CO2 and other pollutants.


Shortage of Transportation Funding

TDM costs little, gets maximum use of infrastructure with high ROI.

$$

Demographic Shifts

1909-28 1929-45 1946-641965-

81 1982-01

58,000,000

44,000,000

76,000,000

62,000,000

80,000,000

Greatest Silent Boomer Gen X Millennial

Generational Matters

Here Come the MillennialsHere Come the Millennials

Gen Y or Millennials1982-2001 8-27

Gen Y or Millennials1982-2001 8-27

Younger Generations “Work To Live” . . .

…… 9-5 Work Schedules

Gen Ys’ (Millennials) - Lifestyle

Shift To Urban Living

Younger Generatio

ns Are Not As

Car-centric

Boomers 1946-1964

45-63

Boomers 1946-1964

45-63

There Go The BoomersThere Go The Boomers

1909-28 1929-45 1946-641965-

81 1982-01

45,000,000

76,000,000

62,000,000

80,000,000

Greatest Silent Boomer Gen X Millennial

The “truth” about growing older:

We change as we age

The warranty runs out:The warranty runs out:

Conclusion

Two Largest Generations Ever Are Headed To TDM


RecessionTDM more critical than ever

County

Government’

s focus

shifted

Do more

with Less!

Employers’

focus shifted

Do more

with Less!

Our Agenda




Don’t Worry, The 7 Ways Are Not That

Complicated

1Sell TDM As

Timely Solution

Challenge=

Opportunity


Our Message

• A down economy, where everyone wants more with less, TDM is a value added solution…

• TDM is not a cost center but rather a corporate benefit – something companies can offer their employees…


2Diversify Your TDM

Operation

32

ACCS Vision/Mission

• Reduce traffic congestion • Reduce the demand for parking• Provide for the maximum use of existing public

transportation and HOV infrastructure• Improve air quality• Improve mobility

Vision: Enhance the quality of life and economic vitality of Arlington by working to:

Mission: To provide the most accurate, timely and useful information and services to residents, workers, and visitors in Arlington to increase theuse of transportation options such as transit, biking and walking.

33

How ACCS Operates• Fifteen years of growth. Three full-time County

employees.

• Three primary contractors, many smaller subs = 45 full-time employees dedicated to ACCS.

• Nationally recognized for innovations, leadership, technology, customer service and marketing.

• Contractors = Flexibility, innovation and speed.

34

Services, Products, and Programs that Comprise the Whole of ACCS

• Employer Services• Residential Services• Visitor Services• Site Plan Development

Services• Commuter Stores• CommuterDirect.com• Commuter Info Center• Sales Support Center

• Retail marketing• Bus Stop Info • ACCS Marketing /

websites, Commuterpage.com

• BIKEArlington • WALKArlington • Arlington Carsharing • ART / Metrobus marketing

Arlington places a priority on TDM by investing commitment, resources and money in this strategic business partnership.

The MTP and Site Plan Conditions reflect serious policy support.

35

Arlington Transportation Partners

• TDM sales efforts remove 21,800 daily vehicle trips• 11th year of operation • 580 employer clients, 131,000 employees – 67% provide transit

benefit • 391 residential clients, 59,700 units – 85% market penetration • 42 hotel clients – 100% penetration

36

Commuter Stores ®

• Record sales of $13 M• Assisted 212,400

walk-in customers• Won ACT Customer

Service award in 2008• Opened 4th store in

June 2008• Completed build-out

of new Mobile Store

37

Customer ServiceFulfillment Center

703.228.RIDE call center for ART, websites

• Fulfilled 29,000 inquiries in 2008 for transit info, fare media, and other services

• Generated $13M in sales in 2008 - 54% from web

• Provide fare media for VRE, WMATA, MARC, MTA

• Introduced SmartBenefits option to receive paper rail tickets

38

Distribution & Logisticsand Bus Stop Signage

• Distributed 550,000 transit schedules • Placed transit info at 425 ART and 55 Pike Ride bus

stops• Installed 150 “take one” info display units at

commercial and residential buildings

39

Special InitiativesBike Arlington, WALKArlington, Arlington

Carshare

40

Internet ServicesCommuterPage.com, CommuterDirect, ArtAlert

• 3,500 visitors per day• 12th year of CommuterPage.com• Citation from Dr. Gridlock as “region’s

best transportation resource”

41

ACCS Marketing

• Launched Car-free diet campaign to reduce use of SOV – print and web ads, brochures, direct mail, carfreediet.com, news coverage

• 18-month iRide Teen Transit initiative – received awards from APTA and ACT

• ART lunch loop• Produced Arlington edition of How to Live

Well Without a Car

42

TDM for Site Plan Development

• 113 site plans in TDM database• 100% compliance in 2008• 12 new sites plans with TDM• $1.5 M new contributions over

30 years

3Organize A Business

Argument That Advances TDM

ACCS Research Program Consultant Team

45

Position TDM As A Best Practice –

A Proven & Popular Business Strategy

46

8 in 10 of Businesses Offer At Least 1 TDM

Services

Q22: Check all the services or benefits that are available to your employees. For those not available now, indicate if you would consider or not consider offering it

56%

52%

52%

45%

40%

36%

32%

28%

22%

20%

12%

10%

9%

0% 20% 40% 60% 80% 100%

Flexible work schedules

Transit schedules

Teleworking

Transportation options information

Bike lockers/racks

Transit benefits (e.g. Metrochek)

SmarTrip cards

Compressed workweek

Car/Vanpool reserved parking

Pre-tax transportation account

Ridematching

GRH

Car/Vanpool financial benefitAvailable now

83% do at least one

Source RideFinders


If you had $100 to allocate across the following parts of Arlington County’s

transportation system, how would you do it?

Source: 2007 Arlington Business Leaders Study

Local Business Leaders Support TDM

48Arlington County Commuter Services

Arlington County Business Leaders Would Allocate Almost Half of the County’s

Transportation System Budget on Non-Road Alternatives & Services

$53

$27

$19

$0 $20 $40 $60 $80 $100

Infractructure -roads

Infrastructure -bus, bike paths,

etc.

TransportationServices

Q19: If you had $100 to allocate across the following parts of Arlington County’s transportation system, how would you do it?Source: 2007 Arlington Business Leaders Study

n = 99

$46

49

Showcase High Profile Companies That Are Already Deploying TDM

http://www.capitalone.com/

http://www.ge.com/en/

http://www.polaroid.com/index.jsp?PRDREG=null

http://www.alcoa.com/global/en/home.asp

http://www.homedepot.com/prel80/HDUS/EN_US/diy_main/pg_diy.jsp?CNTTYPE=PROD_META&CNTKEY=misc/homepage&BV_SessionID=@@@@0518890539.1133568201@@@@&BV_EngineID=ccchaddggiemkiecgelceffdfgidgnl.0&MID=9876

51

Package TDM’s Most Relevant*

Core Benefits with Unassailable

Evidence

Relevancy – Based On What’s Happening Now


RecessionMay 2009 CEO Study on Transportation Issues

To what extent is each of the following an important reason

why your company or organization offers this

program or programs to your employees?


54

Employers See Many Benefits

Limited parking at our worksite

Some of our employees have no other way to get to work

To help employees get to work on time

Better for environment than driving alone

So employees will be less stressed at work

Our corporate and community responsibility

To help employees save money

For convenience of employees

0% 20% 40% 60% 80% 100%

8%

12%

14%

20%

21%

23%

26%

31%

8%

11%

15%

11%

11%

11%

24%

24%

Rating 4 Rating 5 -- "Very important"

55%

50%

34%

32%

31%

29%

23%

16%

RideFinders 2009

Footer Goes Here55

TDM’s Core Benefits

1. To help employees save money during a tough time

2. Community responsibility- environment

3. Recruitment and retention

4. Employee Productivity

Footer Goes Here56






57

Help My Employees Save $

Limited parking at our worksite

Some of our employees have no other way to get to work

To help employees get to work on time

Better for environment than driving alone

So employees will be less stressed at work

Our corporate and community responsibility

To help employees save money

For convenience of employees

0% 20% 40% 60% 80% 100%

8%

12%

14%

20%

21%

23%

26%

31%

8%

11%

15%

11%

11%

11%

24%

24%

Rating 4 Rating 5 -- "Very important"

55%

50%

34%

32%

31%

29%

23%

16%

RideFinders 2009

Tier 1

Footer Goes Here58






50%of Virginia CEO’s say

“Being seen as Green”

is important

Older Dominion Project Executive Survey, February 2008

Why?What’s In it For

Me

When thinking about the companies that make the consumer products you

regularly buy, how important are each of the

following?

Please use a scale of 1 to 5 where "1" is "not at all

important" and "5" is "very important.“

60%32%

20%

92%

55%33% 88%

45%39% 84%

43%35% 78%

32%36% 68%

33%34% 67%

Offers quality products or

services

Has low or competitive prices

Has a good reputation

Treats their employees fairly

Is a good corporate citizen

Cares about the environment

Q3: When thinking about the companies that make the consumer products you regularly buy, how important are each of the following? Please use a scale of 1 to 5 where "1" is "not at all important" and "5" is "very important.“

“Caring about the Environment” Is Now A Factor In Corporate Reputations

How important to you is it that your employer has the following

characteristics?

Please use a scale of 1 to 5 where “1” is “not at all important” and

“5” is “very important.”

“Caring about the Environment” Is Now A Factor

In How Employees View Their Companies

31%

23%

34%

30%

38%

32%

36%

34%

32%

58%

62%

50%

53%

42%

40%

32%

28%

23%

Values employees opinions

Offers good health benefits

Offers training and growth opportunities

Supports employees to take time off to care for family

Fosters skill development

Offer flexible working arrangements

Contributes to and supports the community

Is perceived as environmentally responsible

Supports employees to volunteer in the community

Q6: How important to you is it that your employer has the following characteristics? Please use a scale of 1 to 5 where “1” is “not at all important” and “5” is “very important.”

1 in 3would be more inclined to work

for a “green” company

6 in 10 think their current employer

should be doing more to be environmentally responsible

Shameless ACT Session Plug

Wed. 8:45 Session 25

“Harnessing New Ideas”

Green Matters – New Rules for Marketing Green

e19%

The GREEN Gap

State or Local

government

80%61%

Perform Should Be

Evidence You Can Use To Get Your Dept./ Program To Be Greener

How Industries Are Perceived and How They Perform at Being Environmentally Responsible

Footer Goes Here70






Indicate how much your organization has benefited

from offering transportation

services.

Source: ACCS-ATP Client Study

Enhanced Employee Morale


Q24a. In which of the following ways has your company benefited by offering these services or programs to employees?

56%

Enhanced Employee Recruitment



45%

Enhanced Employee Retention



43%

Reduced The Need for Parking



39%

Indicate how much your organization has benefited

from offering transportation

services.

Source: ACCS CEO Study

Improved Productivity



32%

Reduced Absenteeism



18%

Reduced Operating Costs



8%

80

Ask for the Order Based on a

“Crawl, Walk, Run” Approach

81

Build Ongoing Relationships To “Up Sell” Additional

TDM Service Use

82

Start With Services & Programs That Are Popular & Free

Combining the Proportion Who Currently Offer and Those Who Don’t But Would Consider Offering

Cash/financial assist for carpooling/vanpooling

Financial assistance for riding bus

Purchase bus cards at work

Reserved/pref parking for car/vanpoolers

Pre-tax account for trans costs, "Commuter Choice"

Ride-matching

Emergency Ride Home

Compressed work schedules

Transit schedules

Teleworking/telecommuting

Bicycle lockers or racks

Flex-time

Information on travel options

0% 20% 40% 60% 80% 100%

18%

19%

30%

27%

37%

35%

34%

30%

37%

20%

38%

20%

50%

2%

4%

4%

8%

5%

11%

13%

18%

12%

36%

19%

37%

11%

Don't currently offer, but would consider Currently offer

Cost money

Free

61%

57%

57% 56%

49%

48%

47%

46%

42%

35%

34%

23%

20%

83






4Assess and Measure

Customer Satisfaction & The Overall Impact

of Our Program

85Footer Goes Here

Old Way New Way

# of brochures# of corporate clients# in database

Customers happyVMTs reducedAir quality impact

Measuring Performance

Outputs Outcomes

86Footer Goes Here

Old Way New Way

# of brochures# of corporate clients# in database

Customers satisfiedVMTs reducedAir quality impact

Measuring Performance

Outputs Outcomes

87

ACCS Research and Evaluation Process

Measuring Satisfaction and Impacts

• Multi-year process to assess ACCS’ performance in customer satisfaction and measure impacts of travel behavior change

• Surveys of customer groups and service users

88Footer Goes Here

Our Services DeliverSatisfied Customers

Measuring Satisfaction

How satisfied are you?

Rate 1-5 scale…

90

Commuter Stores - More Than 90% of Customers Had a Good

Experience

17%

7%

74%

80%

89%

16%

0% 20% 40% 60% 80% 100%

Ballston

Crystal City

Rosslyn

4 5Q3: Think about the experience you just had in the Store today. How would you rate your overall experience in The Commuter Store?Source: 2007 ACCS Commuter Stores Study

90%

97%

96%

ACCS Satisfaction Scores

5 or 4 SatisfactionResidential Services 79%

Employer Services 75%

Commuter Store 95%

Commuter Direct (Individuals) 89%

Commuter Direct (Corporate) 95%

BikeArlington 59%

WALKArlington 61%

ART 85%

Measuring “How Satisfied” Is Not Always The Best

Indicator

The “Net Promoter Score”

Fred Rike - held

http://www.amazon.com/Ultimate-Question-Fred-Reichheld/dp/1929494955/ref=pd_bbs_sr_2/104-1588606-1125511?ie=UTF8&s=books&qid=1188148312&sr=1-2

9494

The “Net Promoter Score”

The percentage of promoters (rating 9 or 10)

The percentage of detractors (rating 0 through 6)

66% (all respondents)

- 15%

Net Promoter Score 51%

Less:

How likely are you to recommend ART to your family and friends?


51%51%Net Promoter ScoreTM

66%Net Promoter ScoreTM

66%


71%


81%

???Net Promoter ScoreTM

http://www.commuterpage.com/accs/

?Net Promoter ScoreTM

79%

http://www.commuterpage.com/accs/

Arlington County Commuter Services Satisfaction and Net Promoter Scores

Satisfaction Net PromoterResidential Services 79% 62%Employer Services 75% 60%Commuter Store 95% 79%Commuter Direct (Individuals) 89% 82%Commuter Direct (Corporate) 95% 96%BikeArlington 59% 58%WALKArlington 61% 49%Average NPS for ACCS Service 79%69%


102

Our Services DeliverWe Are Reducing Drive

Alone Commuting

103

The drive alone share for Arlington residents appeared to have declined from 2001 (65%) to 2007 (55%).Growth has occurred primarily in transit. In 2007, bus/train accounted for 32% of weekly trips, compared with 24% in 2001.

Arlington

Residents

2001n = 544

2004n = 565

2007n = 561

Travel Mode to WorkArlington Residents – 2001, 2004, 2007

65%

4% 5% 7%7% 4% 5%6% 5% 8%

20%26%

58%55%

26%

0%

20%

40%

60%

80%

DA Train Bus Bike/walk CP/VP

2001 2004 2007

Q15 Now thinking about LAST week, how did you get to work each day. Source: MWCOG 2007 State of the Commute Survey

104

Changes in Travel Mode

Did users start or increase use of non-SOV modes since using ACCS services?

Work Mode Non-work

Commuter Stores 32% 32%

CommuterDirect (Indiv) 31% 25%

CommuterPage 55% 43%

BikeArlington ---- 33%

Walk Arlington ---- 37%

105

Changes in Travel Mode

Did users start or increase use of non-SOV modes since using ACCS services?

Work Mode Non-work

Commuter Stores 32% 32%

CommuterDirect (Indiv) 31% 25%

CommuterPage 55% 43%

BikeArlington ---- 33%

Walk Arlington ---- 37%

106Footer Goes Here

Our Services DeliverWe Are Reducing VMT

Each day ACCS removes 38,000 vehicles from the

region’s roads! 19,000 daily trips each a.m. and p.m. shifted to transit, car/vanpool, telework, bike, and walk

TDM has an impact and is worth more investment

108

Put Impact Into Perspective

• 38,000 daily trips reduced – 19,000 each a.m. and p.m.Comparisons of scale – morning commute trips:

20,000

16,800

12,000

7,800

19,000

0 5,000 10,000 15,000 20,000 25,000

ACCS a.m. trips reduced

Arlington Metrobus a.m. trips

MARC a.m. trips

I-66 a.m. eastbound Arlington trips

VRE a.m. trips

109

Our Services DeliverWe Are Part of Air Quality Solution

110

Environmental Benefits - 2008

• 542,000 daily VMT eliminated

• Shifts to non-drive alone modes and reduced VMT also help meet environmental goals and reduce Arlington’s carbon footprint

• In 2008, ACCS programs reduced:

– 65 tons of NOx

– 40 tons of VOC

– 64,000 tons of CO2


Our TDM Business Makes A Difference.

All of this wouldn’t happen without us.


39% of employers said they

would not have implemented TDM without

our assistance


74% of property managers said

they would not have implemented TDM without

our assistance

5Package And

Aggressively Tell Your Story

Package A “History of Success”

The ACCS TDM Success Story

1993 to 2009 New Initiatives - 1993: The Commuter Store in Rosslyn * 1995: Sales staff at Arlington Transportation Partners – first full-time sales staff in VA * Telecommuting Pilot * 1996: Ozone Action Days * Metrochek Match * 1997: ACCS Strategic Plan * CommuterPage.com * CommuterDirect.com * 1998: “Arlington Metrobus” marketing campaign * 1999: Expansion of ATP Employer Services staff * 2000: Employer Commuter Choice CD ROM * 2001: Mobile Commuter Store * 2002: Renovation of Crystal City Commuter Store * 2003: Renovation of Rosslyn Commuter Store * 2004: Gov Grant: Pike Ride branding, signage and super stops * 2005: ATP’s Multi-Unit Residential Services * 2006: ACCS Research * 2007: Transportation Information Display Units * Relocation of Ballston Commuter Store/Bike Station * Bikesharing * New Mobile Commuter Store on RV platform * Slugging Marketing * 2008: Relocation Services * More Research * 2009: Web Sites Upgrade * More Research

116

Share Your Research

Share Your “Impact” Story

6Look for Ways

To Advance Your Influence

Get TDM Into The PlanInfluence Landuse Planning

7Get The Right

People On YourTDM Bus

123

The ACCS In-house Team

The ACCS team is a cross-functional organization of management and staff with clear-cut roles and responsibilities that runs TDM as a business.

RationalRational EmotionalEmotional

LeftLeft RightRight

We Develop & Cultivate This Core Resource

Our Agenda





The Big Off

Sustained funding, even in

difficult times . . .

127

ACCS Funding Needs

2008 - $6.5 M

17%

14%

23%

17%

9%

5%

6%

5%

4%

Marketing - 17%

Call/distribution - 14%

ATP - 23%

Retail - 17%

One-time projects - 9%

Bike/walk - 5%

Admin - 6%

Research - 5%

Web - 4%

Retail

ATP

Marketing

Call/dist


Where Our Operating Budget Comes From

48% CMAQ26% State grants13% County govt.13% ACCS sales

generated revenue


Our County Government Supports Us . . .


Where Our Operating Budget Comes From

48% CMAQ26% State grants13% County govt.13% ACCS sales

generated revenue

Let’s Look At A Recent County Budget Review

Meeting


But wait, there’s more…

Our Agenda




Our Next Step: Taking ACCS and TDM

to the Next Level

138

Master Transportation Plan Goal: ”Move More People Without More

Traffic”

Pop: 2005 = 199,0002030 = 243,000 (+22%)

Empl: 2005 = 195,000

2030 = 258,000 (+33%)

Arlington’s challenges: Commute flow in, out, through County Population and employment growth

Commitment to sustainable development No space to expand roads

Will require substantial growth in non-SOV use

139

Arlington Commute Modes - 2005 & 2030

Residents and Workers

SOV70,000

SOV74,000

SOV123,000

SOV128,000

Non-SOV

58,000

Non-SOV

82,000

Non-SOV

72,000

Non-SOV

128,000

0

50,000

100,000

150,000

200,000

250,000

300,000

2005 2030 2005 2030

Residents Workers

Com

mut

ers

140

John MartinChris Hamilton

Today’s Crisis is TDM’s Opportunity”

“Making a Business Case for TDM”

chris john act sept 1 presentation as presented

Documents

commuter stores

arlington carsharing

county governments

residential services

accs employer services

commuter info center

visitor services

fulltime county employees