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Board Box December 21, 2015

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR

DECEMBER 2015 A. COLAIACE 2

2. OUT OF STATE TRAVEL UPDATE FOR NOVEMBER

2015 C. MOTTA 3

3. NEW EMPLOYEE UPDATE F. MOSELEY 4-5

4. SAFETY UPDATE FOR OCTOBER 2015 M. GREENWOOD 6-7

5. RECAP PROCEEDING OF DECEMBER 14, 2015

BOARD MEETING D. CISCO 8-9

6. UPDATE ROLLING BOARD AGENDA CALENDAR F. JEWELL 10-11

7. KEY PERFORMANCE INDICATORS OCTOBER

2015 M. THOMPSON 12-18

8. FINANCIAL REPORT FOR OCTOBER 2015 H. RODRIGUEZ 19-33

9. EXECUTIVE SUMMARY UPDATE FOR OCTOBER

2015

M. GREENWOOD/S. KELLEY/D. FOSTER/S. WRENN

34-38

10. OPERATIONS REPORT FOR OCTOBER 2015 M. THOMPSON 39-51

2

B O A R D B O X I T E M # 1

DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND

GOVERNMENTAL AFFAIRS RE: RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES

Federal Legislative Activities: As previously reported in a Special Edition of Behind

Transportation (FAST) Act, into law. This long-awaited successor to the Moving Ahead for Progress in the 21st Century Act (MAP-21) authorizes surface transportation programs at $305 billion over 5 years. More importantly, this 1,300 page bill included

believe, allows us to keep the current fare system that has worked for this Agency and its customers for the last 20 years. The language is as follows: Notwithstanding the provisions of section 37.131 (c) of Title 49, Code of Federal Regulations, any paratransit system currently coordinating complementary paratransit service for more than 40 fixed route agencies shall be permitted to continue using an existing tiered, distance-based coordinated paratransit fare system, if the fare for the existing tiered, distance-based coordinated paratransit fare system is not increased by a greater percentage than any increase to the fixed route fare for the largest transit agency in the complementary paratransit service area.

language in the Conference Committee and, we believe, links any future Access fare changes to those of Metro, which is the largest transit agency in our area. Again, we would like to thank everyone in our coalition -- staff, Board members and community members -- who spent a lot of time and effort informing Congress how changing our fare system would have real negative impacts on customers. We believe that hearing from our customers was one of the key elements that allowed us to get traction on this issue. And Congresswoman Grace Napolitano, her staff member Joe Sheehy and the Los Angeles County Congressional Delegation who were all incredibly supportive of our efforts. If you have any concerns or questions, please feel free to contact me at 213/270-6007.

3


DECEMBER 21, 2015

TO: BOARD OF DIRECTORS FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT RE: OUT OF STATE TRAVEL UPDATE FOR DECEMBER 2015

The following is a list of out-of-state meetings for DECEMBER 2015. American Public Transportation Association Washington, DC December 1-6, 2015 The below mentioned Access Services staff member traveled to Washington, DC, for the American Public Transportation Association Leadership Training Program. The training offered the opportunity to learn strategies and techniques that will assist in leadership in the transportation industry. F Scott Jewell, Chief Operating Officer American Public Transportation Association Washington, DC December 2-4, 2015 The below mentioned Access Services staff member traveled to Washington, DC, for the American Public Transportation Association Legislative Committee Meetings. Further detail is provided in the Legislative Report Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs

4


DECEMBER 21, 2015

TO: BOARD OF DIRECTORS FROM: FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, HUMAN

RESOURCES RE: NEW EMPLOYEE UPDATE

New Employees There were two new employees hired at Access this past month.

Sarah Boden has joined Access Services as Deputy Executive Director/Chief Operating Officer. In this role, she will be responsible for administering the daily operations of Access Services, one of the largest independent paratransit agencies in the United States. She will be responsible for overseeing the safe, efficient delivery of paratransit in Los Angeles County which includes, but is not limited to, the agency functions of Operations, Client Relations, Eligibility, Mobility Management, Customer Service, Business Analytics and Information Technology. Sarah will represent the agency in the absence of Shelly Verrinder, Executive Director/President, and will work to ensure effective employee and contractor relations by managing ongoing quality improvement initiatives to meet agency goals. Sarah will report directly to Shelly Verrinder, Executive Director/President. Prior to joining Access, she took her first step into the transit industry where she spent 2 years as the President DDS Transit for DDS Wireless, a $40m publicly traded company (TSX), where she focused on hardware and software solutions for specialized transportation. In this role, she was responsible for leading the company through a transformation of its product, culture and operating infrastructure. She was bitten by the startup bug, and took on President and CEO roles at technology companies, usually backed by Private Equity or Venture Capital Firms. As the President/Chief Executive Officer, she and her team bought Earth Class Mail to profitability. Earth Class Mail is the leading SaaS platform providing on line mail and parcel management services supporting over 6,500 customers in 170 countries. As the President/Chief Operating Officer of Print Inc., she helped sell Print, Inc. to Pitney Bowes for $47M. She served in a General Management role as the Chief Operating Officer o$250M Global Solutions Division. She served in larger CFO roles, culminating the finance segment of her career where she worked as the Chief Financial Officer of

Thomson Financial, a $2.5B division of the Thomson Corporation. She also worked with Simon

5

and Schuster, Citibank N.A, Shearson Lehman Hutton and Reliance Group Holdings Inc. Sarah began her career in Finance as an Auditor at Deloitte and Touche, LLP.

Sarah received her Bachelor of Science in Economics from Lehigh University and completed Executive Coursework at INSEAD, Babson, MIT and NYU Sloan. She is a Certified Public Accountant and was recognized as a 2010 Stevie Award Winner for Best Executive in a Small Business and 2010 Stevie Award Honorable mention for Best Turnaround. In her spare time, Sarah loves to ride her road bike, cook, read and Skype with her daughter, who goes to school in England. Please join us in welcoming Sarah to the Access Services family! Sharon Astier has joined Access Services as an Administrative Assistant. In this role, she will be responsible for general office support such as internal and external correspondence, filing, copying, arranging and/or coordinating internal and external meetings. She will be responsible for preparing meeting minutes for the Annual

meetings and CAC meetings and scheduling captionist and sign language interpreters for meetings as needed. She will coordinate locations for community meetings and act as administrative support, serve as the backup for ordering office supplies and kitchen supplies; manage and maintain the scheduling of the conference rooms for staff and Metro, maintain executive files; prepare various spreadsheets; assist the Receptionist and other Administrative Assistants when necessary as well as provide general office support for all departments within the organization and special projects as needed. Sharon will report directly to Donna Cisco, Administrative Manager/Board Liaison

She joined Access as a Customer Service Representative with 20 years of experience in the Customer Service and Sales arena. Sharon was previously a Customer Account Manager with TelePacific Communications where she was managed initial and ongoing sales training, assisted agents with creating, presenting and closing opportunities with customers and secured monthly sales, implemented sales promotions and launched new products services. She also spent 11 years with Pacific Bell-AT&T as a Business Service Representative where she handled customer inquiries, complaints, billing questions and payment extensions/service order requests in an inbound/outbound call-center environment. She partnered with Sales Support Managers to issue sales orders for data products, resolved product or service challenges and issued orders or adjustments to ensure resolution; as well as negotiated orders and quoted charges with customers. She earned her Associate of Science degree in Business Marketing & Management from Long Beach College of Business.

6


DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: MIKE GREENWOOD, DEPUTY EXECUTIVE DIRECTOR, OPERATIONS & SAFETY RE: SAFETY UPDATE FOR OCTOBER 2015

Key Safety Indicators

100,000 miles (compared to 0.48 in October 2014). Octob slightly above the target of 0.50. The total number of preventable collisions in October 2015 was 21, down from 22 in

the target of 0.50 at 0.56.

Department Activities In October, the Safety Department accomplished the following:

One staff member took part in the monthly Access and Functional Needs (AFN) committee meeting that is held at the Los Angeles County Office of Emergency Management.

One staff member attended a Back Injury Prevention seminar.

0.0

0.5

1.0

Preventable Collisions per 100,000 miles

7

Held its monthly Safety Steering Committee meeting with service providers. Conducted seven root cause reviews in response to collisions and incidents.

Conducted one driver retraining file audit at a service provider. Road Safety Inspectors conducted 37 location evaluations (pick-up/drop-off

locations checked for safety). Road Safety Inspectors conducted 196 driver observations and 186 vehicle

inspections. Road Safety Inspectors attended provider-driver safety meetings at MV

Transportation and California Transit. Road Safety Inspectors conducted one rollout inspection at MV Transportation Hired and trained a new Road Safety Inspector.

8


DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON RE: RECAP PROCEEDING OF DECEMBER 14, 2015 BOARD MEETING

RECAP OF PROCEEDINGS BOARD OF DIRECTORS MEETING

MONDAY, DECEMBER 14, 2015 METRO

One Gateway Plaza, 3rd Floor Los Angeles CA 90012

ITEM NO.

SUBJECT ITEM ACTION TAKEN

3 CLOSED SESSION None

4 SPIRIT OF ACCESSIBILITY AWARD PRESENTATION

5 Review & Approval of Minutes From the Board Meeting On September 28th, October 15th and October 27, 2015

Approved

8-a Consideration to Extend Term and Increase Funds Information Technology Consulting Services Contract (AS-3039)

Approved/On Consent Calendar

8-b Consideration to Extend Term and Increase Funds Telecommunication Consulting Services (AS-3419)


8-c Consideration to Extend Term and Increase Funds TAP Card Production Memorandum of Understanding (MOU)


8-d Consideration to Approve 2016 Board of Directors Meeting Calendar


8-e Consideration to Approve Reappointment of Community Advisory Committee Group A and Member Terms


9 Consideration to Approve the Award of a Customer Service Center Contract (AS-3955)

Tabled to The Next Board Meeting

9

10 Access Services Dynamic Fare Update Presentation (held over to the next Board meeting)

11 Receive/File

10


DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, DIRECTOR OF ADMINISTRATION RE: ROLLING BOARD MEETING CALENDAR

The following are items tentatively scheduled to be addressed by the Board through the next three regularly scheduled Board meetings.

January 25, 2016 Board Meeting Access Services Headquarters

Item Description

Consideration to Approve Telephone and 800 Toll Free Services Contract Extension

Consideration to Approve Service Provider Contract Extension Santa Clarita Service Region

Consideration to Approve Software and Maintenance Services Contract

Consideration to Approve Parents with Disabilities Program Contractor Services Extension

Consideration to Approve Customer Service Center Services Contract

February 22, 2016 Board Meeting - Metro

Item Description

Consideration to Approve Service Provider Contract Extension Southern Service Region

Consideration to Approve Service Provider Contract Extension West Central Service Region

Consideration to Approve Software Licensing Agreement (ATBOS) Extension

Consideration to Approve Software Engineering and Consulting Services Contract Extension

11

March 23, 2016 Annual Membership Meeting California Endowment Center

Item Description

Consideration to Approve By-Law changes

12


DECEMBER 21, 2015

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, DATA ANALYST RE: KEY PERFORMANCE INDICATORS

The following graphs represent key system indicators for the fiscal year as of OCTOBER 2015. The goal of this communication is to keep everyone informed of the current service performance level in the field and in the call center. The operations and customer service teams use this and other performance information to monitor our performance. Information is also used to determine the level of service that our customers are experiencing when using Access.

13

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.

299,524

225,000

250,000

275,000

300,000

325,000

Jan Mar May Jul Sep Nov

TripsBudgeted Trips Completed Trips

89.73%

86%

88%

90%

92%

94%


On Time Performance2014 2015 91% Standard

14

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.

0.14%

0.00%

0.05%

0.10%

0.15%

0.20%

0.25%


Late 42014 2015 0.10% Standard

4.0

0

2

4

6


Complaints per 1,000 Trips2014 2015

15

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.

100

0

20

40

60

80

100

120

140


Average Initial Hold Time2014 2015 120 Sec Standard

5.4%

0%

2%

4%

6%

8%

10%

12%


Calls On Hold > 5 Min2014 2015 5% Standard

16

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.

0.14%0.0%

0.2%

0.4%

0.6%

0.8%

1.0%

1.2%


Denials2014 2015 1% Standard

3.9%

0.0%

1.5%

3.0%

4.5%

6.0%


No Shows2014 2015 4.51% National Avg

17

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.

109

0

100

200

300

400


CS Average Initial Hold Time2014 2015 300 Sec Standard

214

0

100

200

300

400


CS Average Call Duration2014 2015 300 Sec Standard

18

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.

10.7%

0%

5%

10%

15%

20%

25%


CS Calls On Hold > 5 Min2014 2015 10% Standard

8.6%

0%

2%

4%

6%

8%

10%

12%

14%


CS Abandoned Calls2014 2015 10% Standard

19


DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: HECTOR RODRIGUEZ, CONTROLLER RE: FINANCIAL REPORT FOR OCTOBER 2015

Attached for your review are the draft financial reports for October 2015. Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison: Passengers: 0.1% over budget Contract Revenue Miles: 2.2% under budget Trips: 0.3% under budget Completed Eligibility Interviews: 1.6% over budget Average Trip Distance: 1.9% under budget at 9.12 miles Total cost per Passenger (before depreciation): 6.0% under budget Administration Function is 13.9% under budget Eligibility Determination Function is 4.9% under budget

Paratransit Operations Function is 5.6% under budget Attached are the following reports for your review: Statistical Comparison: October 2014 to October 2015 Expenses by Functional Area

Budget to Actual Comparison of Statistics YTD Budget Results Graph: YTD PAX Cost Comparison Detailed Financial Reports

20

Expenses by Functional Area For the YTD Period Ending October 2015

% of Cost

YTD Actual

YTD Budget Variance

% Over <Under>

Budget

% Over <Under> Previous

Yr.

Paratransit Operations 88.5% $42,213,088 $44,711,904 $(2,498,816) (5.6)% 1.5%

Eligibility Determination 6.9% 3,306,968 3,476,756 (169,788) (4.9)% 2.9%

CTSA/Ride Information 0.4% 181,472 202,328 (20,856) (10.3)% 1.5%

Administrative 3.9% 2,020,162 2,345,488 (325,326) (13.9)% (15.0)%

Total Exp before Depreciation $47,721,690 $50,736,476 $(3,014,786) (1.3)% 0.9%

21

Statistics - - For the YTD Period Ended October 2015

YTD Actual

YTD Budget Variance

% Over <Under>

Budget

% over <Under>

Previous Yr

Number of Completed Cert Interviews 23,755 23,370 (385) 1.6% 5.0%

Number of PAX 1,485,404 1,484,343 1,061 0.1% 3.6%

Number of Contract Revenue Miles 10,362,434 10,590,441 (228,007) (2.2)% 4.4%

Number of Trips 1,136,072 1,139,547 (3,475) (0.3)% 3.0%

Average Trip Distance 9.12 9.29 (0.17) (1.9)% 1.3%

Purchased Transportation Cost

Cost per Trip $ 33.52 $ 34.70 $ (1.17) (3.4)% 1.0%

Cost per PAX $ 25.64 $ 26.64 $ (1.00) (3.7)% 0.4%

Cost per Contract Rev Mile $ 3.68 $ 3.73 $ (0.05) (1.6)% (0.4)% Total Cost per Pax before depreciation $ 32.13 $ 34.18 $ (2.05) (6.0)% (2.6)%

22

Budget Results for FY 2015/2016 For the YTD Period Ending October 2015

YTD

Actual YTD

Budget

Variance Over <Under>

Budget

% Over <Under>

Budget

% over <Under>

Previous Yr

Total Expense Before Capital as of October 2015 $47,721,690 $50,736,476 $ (3,014,786) (5.9)% 5.8%

Revenue Passenger Fares 3,250,117 3,195,506 54,611

Other Revenue 114,983 107,723 7,260 Total Revenue 3,365,100 3,303,229 61,871 1.9% (3.8)% Capital Expenditures Vehicles 0 0 0

Other Capital Expenditures 94,870 94,390 480 Total Capital Expenditure $ 94,870 $ 94,390 $ 480 0.5% 0.5% Under Budget as of October 2015 $(5,360,807) Adjustments:

Total Adjusted Under Budget YTD October 31, 2015 $(5,360,807)

23

YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-14 Aug-14 Sep-14 Oct-14

31.42$ 32.28$ 32.41$ 32.30$

Jul-15 Aug-15 Sep-15 Oct-15

32.47$ 32.28$ 32.46$ 32.13$

24

Access Services Balance Sheet October 31, 2015 DRAFT ASSET S Current Assets: Cash 21,576,870

Due from FTA 21,902,130

Due from MTA 263,190

CMAQ Grant Receivable -

Accounts Receivable-Miscellaneous 75,097

Prepaid Expenses 6,835,981

Deposits 26,389

Total Current Assets 50,679,657

Long Term Assets:

Property and Equipment:

Vehicles & Vehicle Equipment 33,058,248

Office Furniture and Equipment 207,812

Computer & Telephone Equipment 2,712,609

Central Reservation Software/IVR 2,451,884

Leasehold Improvements 162,015

Total Property and Equipment 38,592,568

Accumulated Amortization & Depreciation (23,657,275)

Property and Equipment, Net 14,935,292 Deposits Long Term -

Total Long Term Assets 14,935,292

TOTAL ASSETS 65,614,950

25

Access Services Balance Sheet October 31, 2015 DRAFT LIABILITIES AND NET ASSETS Current Liabilities: Accounts Payable-Trade 1,189,551

Accounts Payable-Providers 9,686,133

Insurance Reserve 3,634,865

Accrued Expenses 5,160,830

Other Liabilities -

Total Current Liabilities 21,712,216

Other Liabilities:

Deferred Revenue 44,725,259

TOTAL LIABILITIES 66,437,476

Net Assets:

Temporarily Restricted (822,526)

TOTAL LIABILITIES AND NET ASSETS 65,614,950

26

Access Services Statement of Cash Flow For Period Ending October 31, 2015

Cash Beginning Balance 10/1/15 20,771,384

Cash Receipts:

Proposition C revenue from LACMTA 7,893,499

FTA Funding Received 4,079,881

Passenger fare/coupons/ID revenue 867,356

Interest income 103

Miscellaneous revenues 72,569

Total Cash Received 12,913,408

Cash Payments:

Vehicles/Vehicle equipment

Capital Equipment 12,647

Prepaid expenses/deposits 717,817

Payments to contract providers 9,483,638

Eligibility Determination expenses 546,743

Salaries and related benefits 655,700

Other expenses 691,377

Total Cash Payments 12,107,922

Increase (Decrease) in Cash Reserves 805,486

Cash Ending Balance 10/31/15 21,576,870

Note: The above statement of cash flow presents the more significant financial categories and their changes for internal use only. This statement is not prepared in accordance with generally accepted accounting reporting standards.

27

Access Services Statement of Revenue, Expenses and changes in Fund Balance For Period Ending October 31, 2015 Current

Month Actual

Current Month Budget

Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

REVENUE SOURCES:

Funding Sources for Operating Expenses :

FY 15/ 16 Prop C & Section 5310 $140,739,993

FY 14/ 15 Carryforward - Unallocated (Estimated)

Subtotal - Funding Sources & Carryforward Funds 11,249,800 12,047,251 (797,451) 43,885,442 47,243,282 (3,357,841) 140,739,993 31.18%

Funding Sources for Capital & Committed Expenses :

FY 15/ 16 Prop C 3,864 3,865 (2) 94,870 94,390 480 7,553,692 1.26%

Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 0 - 0 7,380,053 0.00%

Section 5317 for New Freedom Grant 26,259 0 26,259 119,285 0 119,285 563,779 21.16%

JARC Grant (Access to Work) 91,241 0 91,241 352,678 0 352,678 $1,324,735 26.62%

Toll Road Grant 0 0 0 0 0 0 816,000 0.00%

FY 14/ 15 Allocated Funds - Veh Proceeds > $5K 0 0 0 0 0 15,493 0.00%

Section 16 Capital Funds - FY 15/ 16 (88.53% of $) 0 0 0 0 0 0 0

Subtotal - Funding Sources & Carryforward Funds 121,364 58,205 63,159 566,833 285,175 281,658 18,510,210 3.06%

Interest/ Miscellaneous Income 8,076 6,058 2,017 31,417 24,153 7,264 70,000 44.88%

MTA - Shuttle Reimbursement 729 730 (1) 2,881 2,880 1 75,000 0.00%

MTA - Tether Trips Reimbursement 222 225 (3) 814 820 (6) 15,000 0.00%

Disposal of Vehicles 0 - 0 79,871 79,870 1 250,000 31.95%

Passenger Fares 835,999 819,450 16,549 3,250,117 3,195,506 54,611 9,637,580 33.72%

TOTAL - REVENUE FUNDING SOURCES 12,215,967 12,931,694 (715,727) 47,816,560 50,830,866 (3,014,306) 169,297,783 28.24%

Less : Total Capital Expenditure During FY 15/16 (3,864) (3,864) (94,870) (94,870)

Revenue Recognition for FY 15/ 16 Depreciation 564,436 564,436 2,346,500 2,346,500

TOTAL - REVENUE RECOGNITION 12,776,539 12,931,694 (155,155) 50,068,191 50,830,866 (762,676) 169,297,783

28


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

EXPENDITURES:

PARATRANSIT OPERATIONS - DIRECT COST

Purchased Transportation Services - Regular Trips 9,598,524 9,760,331 (161,807) 36,949,510 38,328,947 (1,379,436) 115,669,346 31.94%

Fuel Surcharge (90,502) 22,576 (113,078) (105,921) 90,531 (196,452) 276,239 -38.34%

Purchased Transportation Services - Adults With Children 28,543 28,545 (2) 88,356 88,360 (4) 225,771 39.14%

Purchased Transportation Services - Access To Work 91,289 118,763 (27,474) 352,875 451,499 (98,624) 1,702,464 20.73%

Communications - Telephone/ Data Transmission 180,901 157,667 23,233 705,055 630,670 74,385 1,892,010 37.26%

Salaries & Related Benefits - Customer Svc & Complaint Response 93,941 145,819 (51,878) 446,027 581,600 (135,573) 1,687,425 26.43%

Total Customer Service & Complaints 93,941 145,819 (51,878) 446,027 581,600 (135,573) 1,687,425 26.43%

Shuttle Service - MTA Elevator Maintenance 708 710 (2) 2,797 2,800 (3) 75,000 3.73%

Contracted Call Center 63,656 162,500 (98,844) 261,892 650,000 (388,108) 1,950,000 13.43%

OMC Weekend and Holiday Services 9,762 10,750 (988) 39,047 43,000 (3,953) 129,000 30.27%

Vehicle Cost - Direct 12,200 12,200 (1) 11,924 12,200 (277) 292,000 4.08%

Community Events and Materials-Safety Incentive Program 0 0 0 5,446 5,445 1 20,000 27.23%

Office Rent 10,995 10,989 6 43,980 43,957 23 131,870 33.35%

Insurance - Commercial 549,011 594,395 (45,384) 2,201,506 2,377,581 (176,075) 7,132,743 30.86%

Travel & Conference 1,350 1,350 (0) 1,350 1,350 (0) 3,470 38.90%

Other Professional Expense 8,282 8,285 (3) 14,067 14,065 2 217,478 6.47%

Integrate Access Services to 511 (LA SAFE) 577 575 2 2,306 2,305 1 2,961 77.87%

Office Supplies 270 635 (365) 1,877 2,540 (663) 7,620 24.63%

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

Security Contract - Metro/ LASD 16,667 16,667 0 66,667 66,667 (0) 200,000 33.33%

Total - Paratransit Operations - Direct Cost 10,689,193 11,176,097 (486,904) 41,532,135 43,886,874 (2,354,739) 133,137,472 31.19%

29


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

PARATRANSIT OPERATIONS - INDIRECT COST

Salaries & Related Benefits - Operations 99,718 138,825 (39,107) 464,942 555,301 (90,359) 1,665,903 27.91%

Communications - Telephone & Data Transmission 5,181 5,407 (226) 20,644 21,627 (983) 64,880 31.82%

Other Professional Expense 0 0 0 510 0 510 100,000 0.51%

Vehicle Costs - Indirect 12,293 12,295 (2) 38,213 30,465 7,748 112,000 34.12%

Customer Satisfaction/ Free Fare Phone Survey 0 0 0 0 0 0 - #DIV/ 0!

Studio Design/ Marketing Services 1,140 13,813 (12,673) 6,244 55,252 (49,008) 144,255 4.33%

Equipment/ Other Rental 0 0 0 0 0 0 9,000 0.00%

Office Rent 9,794 9,794 0 39,176 39,176 0 117,526 33.33%

Insurance - Commercial 1,991 2,124 (133) 7,965 8,496 (531) 25,489 31.25%

Travel and Conference 5,277 5,275 2 12,333 12,335 (2) 27,000 45.68%

Office Supplies 268 661 (393) 2,017 2,643 (626) 7,930 25.43%

Community Events and Materials 10,447 8,267 2,181 34,124 33,066 1,058 128,700 26.51%

Publications/ Printed Materials - Riders Communication 7,899 7,525 374 30,240 28,475 1,765 144,000 21.00%

Postage/ Mailing 2,547 9,375 (6,828) 24,014 37,500 (13,486) 112,500 21.35%

Professional Memberships 133 173 (41) 530 693 (163) 2,080 25.50%

Total - Paratransit Operations - Indirect Cost 156,688 213,534 (56,845) 680,953 825,029 (144,077) 2,661,263 25.59%

Total - Paratransit Operations Cost 10,845,881 11,389,630 (543,749) 42,213,088 44,711,904 (2,498,816) 135,798,735 31.09%

30


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

OTHER ACTIVITIES

ELIGIBILITY DETERMINATON

Salaries & Related Benefits - Certification & Appeals 29,455 37,631 (8,176) 128,363 150,523 (22,160) 451,569 28.43%

Eligibility and Appeal Contracts 476,437 493,071 (16,634) 1,873,838 1,914,429 (40,591) 5,968,678 31.39%

Purchased Transportation Services - Certification Trips 172,581 203,841 (31,260) 695,831 768,848 (73,017) 2,430,316 28.63%

Transportation Cost - Tethering Trips 231 495 (264) 813 815 (2) 15,000 5.42%

Travel Training 44,400 56,667 (12,267) 174,072 226,667 (52,595) 680,000 25.60%

Tether Strap Project 14,872 14,870 2 71,102 71,105 (3) 400,536 17.75%

Phone & Computer System Maintenance/ License & Consulting 0 0 0 0 0 0 0 n/ a

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

Repairs & Maintenance 0 0 0 0 0 0 0 n/ a

Office Rent 5,541 5,546 (5) 22,164 22,185 (21) 66,554 33.30%

Insurance - Commercial 5,776 5,567 209 23,105 22,270 835 66,809 34.58%

Business Meetings & Meals 0 0 0 121 0 121 0 n/ a

Travel and Conference 0 0 0 2,374 2,375 (1) 5,000 47.49%

Office Supplies 182 496 (314) 1,613 1,983 (371) 5,950 27.11%Publications/ Printed Materials 40,768 40,173 595 154,778 156,923 (2,145) 400,000 38.69%

Postage/ Mailing/ Courier 16,126 20,493 (4,367) 61,964 81,972 (20,008) 245,916 25.20%

Professional Memberships 17 22 (5) 66 87 (20) 260 25.51%

Subtotal - Eligibility Determination 843,822 893,015 (49,193) 3,306,968 3,476,756 (169,788) 10,906,702 0.303205

31


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

EDUCATION AND TRAINING

Salaries & Related Benefits - CTSA 18,703 18,688 15 73,432 74,754 (1,322) 224,260 32.74%

Scholarships Programs 0 0 0 5,685 5,685 0 6,885 82.57%

Scholarships Programs, Education & Training Seminars 1,786 1,785 1 3,986 6,485 (2,499) 38,034 10.48%

Other Professional Expense 0 0 0 0 - 0 0 n/ a

Studio Design/ Marketing Services 43 408 (364) 216 1,630 (1,414) 4,890 4.43%

Communications - Telephone 385 269 115 1,525 1,077 448 3,230 47.21%

Office Rent 1,031 1,031 0 4,124 4,124 0 12,371 33.34%

Insurance - Commercial 40 43 (3) 159 170 (11) 510 31.24%

Travel and Conference 1,718 1,720 (2) 1,718 1,720 (2) 2,000 85.91%

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

Office Supplies 57 159 (102) 523 637 (114) 1,910 27.36%

Community Events and Materials 120 167 (47) 757 667 91 2,000 37.87%

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

Postage/ Mailing 509 625 (116) 1,770 2,500 (730) 7,500 23.60%


ACCESS RIDE-INFORMATION

Communications - Telephone 1,623 1,529 94 6,081 6,117 (36) 18,350 33.14%

Phone & Computer System Maintenance/ License & Consulting 150 167 (17) 600 667 (67) 2,000 30.00%

Office Supplies 46 118 (72) 367 470 (103) 1,410 26.06%

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

Network Support 0 0 0 0 - 0 0 n/ a

Postage/ Mailing 102 125 (23) 354 500 (146) 1,500 23.60%


Subtotal - Ride-Information 19,693.48 25,698.60 (6,005) 87,511 102,794 (15,283) 308,383 28.38%

Subtotal - CTSA Function 44,102 50,615 (6,512) 181,472 202,328 (20,856) 614,233 29.54%

0.4%

Total - Other Activities 887,925 943,630 (55,705) 3,488,441 3,679,085 (190,644) 11,520,935 30.28%

32


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

ADMINISTRATIVE

Salaries & Related Benefits 308,658 388,230 (79,572) 1,366,627 1,552,920 (186,293) 4,718,776 28.96%

Studio Design/ Marketing Services 304 2,853 (2,549) 1,515 11,410 (9,895) 34,230 4.43%

Office Rent 21,404 21,702 (298) 85,616 86,807 (1,191) 260,422 32.88%

Insurance - Lawsuit Claims 0 - 0 0 - 0 0 n/ a

Office Supplies 707 3,515 (2,808) 7,514 14,060 (6,546) 42,180 17.81%

Promotional Events & Materials 0 0 0 0 0 0 0 n/ a

Other Professional Services 68,891 86,160 (17,269) 297,272 364,012 (66,740) 1,044,570 28.46%

Public Notice Advertising Expenses 2,153 2,155 (2) 7,464 7,465 (1) 10,000 74.64%

Equipment/ Other Rental 0 250 (250) 792 1,000 (208) 3,000 26.41%

Repairs & Maintenance 3,545 5,125 (1,580) 15,322 20,500 (5,178) 61,500 24.91%

Postage/ Mailing/ Messenger 4,553 6,700 (2,147) 19,448 26,800 (7,352) 80,400 24.19%

Publications/ Printed Materials/ Copying 230 2,667 (2,437) 1,177 10,667 (9,490) 32,000 3.68%

Network Support/ Supplies 14,638 17,532 (2,894) 68,768 79,212 (10,444) 290,000 23.71%

Professional Memberships 149 357 (208) 1,122 1,430 (308) 4,290 26.15%

Board and Advisory Committee Compensation 9,780 10,288 (508) 23,470 25,848 (2,378) 38,000 61.76%

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

Mileage and Parking 899 308 591 2,976 1,233 1,742 3,700 80.42%

Moving/ Relocation 0 0 0 0 0 0 0 n/ a

Bank Interest 0 - 0 0 0 0 0 n/ a

Other Expenses - bank charges, tax filing fees, etc. 492 375 117 2,789 1,500 1,289 4,500 61.97%

Total - Administrative Expense 478,297 594,569 (116,272) 2,020,162 2,345,488 (325,326) 7,028,874 28.74%

0

TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 12,212,103 12,927,829 (715,726) 47,721,690 50,736,476 (3,014,786) 154,348,544 30.92%

Amortization and Depreciation Expense 564,436 0 564,436 2,346,500 0 0 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 12,776,539 12,927,829 (151,290) 50,068,191 50,736,476 (3,014,786) 154,348,544

0

CAPITAL EXPENDITURES

Property & Equipment 3,864 3,865 (2) 94,870 94,390 480 14,933,745 0.64%

Total - Capital Expenditures 3,864 3,865 (2) 94,870 94,390 480 14,933,745 0.64%

Less: Amortization and Depreciation Expense ($564,436) $0 ($564,436) ($2,346,500) 0 (2,346,500) 0

33


Month Actual


Current Variance

Over (Under)

YTD

Actual

YTD

Budget

YTD Variance

Over (Under)

2015/16 Budget

% of 15/16 Budget

Reached

PROPERTY AND EQUIPMENT

120 VEHICLES - (Fleet Replacement/Ex pansion) 0 0 0 0 0 0 6,568,692 0.00%

Vehicle Equipment 3,864 3,865 (2) 16,894 16,415 479 85,000 19.88%

SUBTOTAL - VEHICLES - FY 15/16 3,864 3,865 (2) 16,894 16,415 479 6,653,692

50 VEHICLES - Map21 0 0 0 0 0 0 2,500,000 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%

63 VEHICLES - Access To Work (Fleet Expansion) 0 0 0 0 0 0 3,832,500 0.00%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 0 0 0 0 0 0 6,460,600

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE $0 $0 0 $77,976 $77,975 $1 $900,000 0.00%

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

TOTAL CAPITAL EXPENDITURES 3,864 3,865 (2) 94,870 94,390 480 14,933,745 0.64%

PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 391,344 380,580 10,764 1,485,404 1,484,343 1,061 3,623,369

Audited # of Contract Revenue Miles 2,716,493 2,716,222 271 10,362,434 10,590,441 (228,007) 25,508,362

Audited # of Trips 299,524 292,223 7,301 1,136,072 1,139,547 (3,475) 2,781,227

* Total Purchased Transportation Cost per Passenger 25.27 26.50 (1.22) 25.64 26.64 (1.00) 33.13

Total Paratransit Oper Costs (Dir & Indir) per Passenger 27.71 29.93 (2.21) 28.42 30.12 (1.70) 37.48

Total Cost per Passenger before Capital Depreciation $31 $34 ($3) $32.13 $34.18 ($2.05) $43

* Total Purchased Transportation Cost per Trip 33.02 34.51 (1.49) 33.52 34.70 (1.17) 43.16

**Total Agency Cost per Passenger 30.49 33.28 (2.79) 31.44 33.54 (2.10) 39.83

Total Purchased Transportation Cost per Revenue Mile 3.64 3.71 (0.07) 3.68 3.73 (0.06) 4.71

Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 3.99 4.19 (0.20) 4.07 4.22 (0.15) 5.32

*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

34


DECEMBER 21, 2015 TO: BOARD OF DIRECTORS FROM: ACCESS SERVICES MANAGEMENT STAFF RE: EXECUTIVE SUMMARY UPDATE FOR OCTOBER 2015

Mike Greenwood Deputy Executive Director, Operations

In October, on-time performance (OTP) closed at 89.6 percent with 0.16 percent Late4 trips. The continuing struggle for contractors to attract and retain driver resources along with peak season traffic congestion and ridership demand were the largest contributing factors for not meeting standard. In addition, calls on hold over 5 minutes closed at 5.4 percent. The average initial hold time standard was met at 110 seconds. Operations staff continued to meet and discuss with the contractors on improving

-of-the-challenges.

On Sunday, October 4, 2015, Access staff participated in the 11th -n-sier hosted by Soroptomist of the Verdugos, an organization

that works to improve the lives of women and girls through programs leading to social and economic empowerment. Along with a team comprised of Access staff, Global Paratransit, MV Transportation and California Transit/San Gabriel Transit each put together a team and participated in the bowling event that helped raise over four thousand dollars.

On Monday, October 12, 2015, Anthony Santiago started work as an Operations Service Monitor (OSM). AntCustomer Service Department and will be responsible for monitoring service quality and ensuring that contractors meet performance standards.

Lastly, the OSMs hosted the bi-monthly Road Supervisor Meeting on Thursday, October 29, 2015. All six contractors were in attendance. The meeting focused on the distinct challenges and safety awareness related to Halloween and its increase of pedestrian activity at night, an end to daylight savings time, as well as the upcoming holiday season. Additionally, the meeting provided the opportunity to review recent changes to Operations Bulletins and reemphasize the importance of drivers having their Driver Pledge Card present at all times while providing revenue service.

35

Rogelio Gomez Project Administrator

Southern Region

The month of October is part of the peak season for Access Services and for the past few years, Global Paratransit Inc. (GPI) has completed an average of 90,000 trips in that month. However, this October, GPI reached another milestone by breaching the 100,000 trip mark. GPI completed a total of 103,664 trips for the month with an OTP of 89.44 percent and 0.10 percent Late4 trips.

October also played host to GPIs Call Center Appreciation Month where GPI Management thanked their call-takers for all their diligent work in providing quality customer service.

Lastly, Kelly Taplette was introduced as a new Call Center Supervisor at GPI. Santa Clarita Region

In late October, OSM Jessica Thompson conducted a Call-taker/Dispatcher File Audit with Santa Clarita Transit (SCT). The purpose for this audit was to ensure compliance under the terms of the contract. The audit resulted in no findings.

From a safety perspective, SCT conducted a Safety Blitz where MV General Manager Lorraine Lopez, Assistant General Manager Keith Mbulo, and Safety and Training Manager Ivanna Samokish all dressed in costumes as part of the Halloween Celebration to raise awareness. The safety message was to slow down and to pay closer attention of pedestrians and trick-or-treaters. Apart from the safety reminders, each driver received a goodie-bag with snacks, candies, safety messages, and a safety trivia sheet. Randy Johnson - Project Administrator

Eastern Region

During October, San Gabriel Transit (SGT) continued to struggle meeting performance standards, in particular OTP and calls on hold over 5 minutes. SGT continued their efforts to recruit drivers but have struggled to reach their desired number due to the competition for employees in Los Angeles County as a result of rising wage levels and transportation network companies. Access staff continued discussions with SGT management to review their strategies to attract and recruit additional employees.

For the Call Center, SGT made an improvement in hold times closing the month of October at 6.7 percent of calls on hold over 5 minutes and meeting the average initial hold time at 96 seconds from the 19.6 percent of calls on hold over 5 minutes and an average initial hold time of 163 seconds in September. Furthermore, SGT named Jackie Pinzon as the new Call Center Manager.

OSM Faustino Salvador conducted the Call-taker/Dispatcher File Audit to ensure compliance under the terms of the contract. There were no audit findings. Additionally Fleet Maintenance Supervisor William Kim and Safety Analyst Luis Pacheco conducted a semi-annual OSHA facility inspection and determined that SGT was in compliance.

36

SGT also conducted safety meetings throughout the month with a focus on making complete stops at stop signs and red lights. West Central

California Transit, Inc. (CTI) struggled to meet performance standards during the month of October due to continued increase in service demand for the region. In the month of October, OTP and Late4 trips improved slightly, but still failed to meet standards. Management is looking at options to increase employee and sub-contractor driver resources to meet trip demand. Access staff will continue to have discussions with management to review their plans to make service improvements for November.

The call center made an improvement on calls on hold over 5 minutes and the average initial hold time from 20.0 percent and 165 seconds in September, to 6.6 percent and 95 seconds in October.

OSM Faustino Salvador conducted the Call-taker/Dispatcher File Audit to ensure compliance under the terms of the contract. All files were in compliance with no findings. CTI also conducted safety meetings throughout the month which focused on defensive driving and sensitivity. Fayma Ishaq - Project Administrator

Northern Region

Access staff attended MV annual Chili Cook-off Contest on Friday, October 30, 2015. OSM Christina Blanco participated as a judge and had the opportunity to taste the delicious chili recipes. The top three chili dishes were awarded prizes and bragging rights for the year.

OSM Christina Blanco conducted a Call-taker/Dispatcher File Audit. All files were in compliance with no findings.

Community Outreach was performed at three facilities: Community Integration Services in Granada Hills, Life Skills Treatment Program in San Fernando, and the Pacoima Adult Day Program in Pacoima. These facilities had questions about the negotiation policy, rider no-shows, routing, and lack of facility location familiarity by drivers for passenger drop-offs. All these concerns have been discussed with the contractor and facility staff to implement viable solutions in the region. Antelope Valley Region

In mid-October, Diversified Transportation (DT) experienced drastic weather conditions that caused flooding in the region. The rain, hail, and mud caused streets to become inaccessible for a few weeks because of the debris. The night of the incident, DT drivers were all placed on a safety alert and utilized safe zone parcels like the City Park-Antelope Valley Transit Authority (AVTA) transfer location before being permitted to return to the DT yard. The clean-up process shut down some highly utilized streets and drivers used detour routes to transport passengers in the region.

37

OSM Christina Blanco conducted the Call-taker/Dispatcher File Audit. The audit resulted in no findings. Sherry Kelley Sr. Manager Customer Service Customer Service Department Update

Access Customer Service department received 45,933 calls system wide in the month of October, in comparison to 46,268 calls in September. Customer Service made 3 of 4 performance targets for October; calls on hold over 5 minutes being slightly over 10%.

Customer Service and Operations Monitoring Center had a challenging month, with unforeseen call spikes and the loss of 2 staff Customer Service Representatives. We

meet future demands.

Customer Care received a total of 1,189 service related complaints; 4.0 complaints per 1,000 trips. All tickets received were investigated and closed at an average of 5.8 days. The Community Advisory Committee (CAC) had a successful meeting at LA Metro.

Lastly, 953 commendations - Smiles! Were filed by our customers in October; 105 of which were filed on behalf of Access call center staff. We would like to congratulate Sharon Astier, CSR for receiving the most smiles for the month of October!

David Foster - Project Administrator, Eligibility - Eligibility Department Update

In October 2015, the number of eligible Access riders reached 174,701, an increase of 1,194 (0.7%) eligible riders from the previous month. Additional statistics can be found within the operations report of this board box.

October is traditionally a busy month for the Eligibility Department and CARE and this year was no different. In addition to the normal activities, the following notable events occurred:

As part of Ath to deliver

Krispy Kreme donuts and balloons to show our appreciation to all of their hard-working staff. Manager of Eligibility, Geoffrey Okamoto and I visited CARE to deliver their donuts and balloons and personally convey our appreciation of their hard work.

Thursday October 8th was the first day conducting eligibility determinations at lity. Access Manager of Eligibility, Geoffrey Okamoto

and I were on site for the first day to meet the applicants and provide our support to CARE staff and Santa Clarita staff.

On Tuesday, October 12th, Access presented the Superior Service award to

of presenting Ms. Brown with the Superior Service award and she provided a very heartfelt acceptance speech.

38

Mobility Management Statistics Report, October 2015

For the month of October, calls made by mobility management staff remained unchanged from the previous month with a total of 467 calls made. Of the 467 calls logged, staff called and spoke with 216 customers. The remaining calls were voice-mail and email messages left by staff or calls made to phone numbers that were no longer in service or disconnected. There were eight events attended for the month of October:

Service Center for Independent Life - SCIL Disability Awareness, Health and Wellness Expo (Claremont)

Family Focus Resource Center - Special Needs Resource Fair (Northridge)

Culver City 13th Annual Kids Carnival

LA County Board of Supervisors and the LA County Commission on Disabilities 24th Annual Access Awards

Luncheon and ADA 25 Anniversary Celebrations (Downtown Los Angeles)

City of Whittier 13th Annual Abilities Awareness Faire

City of Long Beach Department of Human Resources Citizens Advisory Commission on Disabilities Disability

Employment Awareness Month

City of Inglewood Transportation Information Day

Los Angeles Trade Technical College - Disability Awareness Day, Disabled Student Programs & Services

MonthTotal

Number

of Calls

October 467 188 (40%) 28 (6%) 57 (12%) 186 (40%) 5 (1%) 3 (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

39

B O A R D B O X I T E M # 1 0

DECEMBER 21, 2015

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, DATA ANALYST RE: OPERATIONS REPORT FOR OCTOBER 2015

Below is a summary of the key operating statistics for OCTOBER 2015, as well as, operation data for the previous month (SEPTEMBER 2015) and Fiscal Year to Date (YTD):

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD

Total Trips 299,524 281,891 6.3% 1,136,072

Passengers per Vehicle Trip 1.31 1.31 0.0% 1.31

Average Trip Distance 9.07 9.09 -0.2% 9.1

Total Calls to Providers 553,269 515,265 7.4%

2,092,124 Average Initial Hold Time (seconds) 100 123 -18.6% 99 % of Calls on Hold More Than 5 minutes 5.4% 10.1% -4.7% 6.1%

On-Time Performance 89.7% 89.6% 0.2% 90.1%

Late 4 Trips 0.14% 0.21% -0.07% 0.13%

Total Registered Customers 174,701 173,507 0.7%

174,701

40

MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers Trips Back Up Trips

Passengers per Trip

Eligible Passengers

per Trip

SYSTEM WIDE

SEPT-15 367,877 281,891 560 1.31 1.00 OCT-15 391,344 299,524 676 1.31 1.01

% Change 6.4% 6.3% 20.7% 0.0% 1.0%

SGT - Eastern Region SEPT-15 102,747 77,719 10 1.32 0.93 OCT-15 108,854 82,536 13 1.32 0.93

% Change 5.9% 6.2% 30.0% 0.0% 0.0%

GPI - Southern Region SEPT-15 123,567 94,403 6 1.31 1.04 OCT-15 132,358 100,050 8 1.32 1.06

% Change 7.1% 6.0% 33.3% 0.8% 1.9%

CTI - WC - West Central Region SEPT-15 56,388 42,898 544 1.31 1.02 OCT-15 59,769 45,575 655 1.31 1.02

% Change 6.0% 6.2% 20.4% 0.0% 0.0%

MV - San Fernando Valley Region SEPT-15 65,427 51,777 0 1.26 1.02 OCT-15 69,460 55,152 0 1.26 1.02

% Change 6.2% 6.5% 0.0% 0.0% 0.0%

DT - Antelope Valley Region SEPT-15 16,264 12,016 0 1.35 1.02 OCT-15 17,078 12,830 0 1.33 1.02

% Change 5.0% 6.8% 0.0% -1.5% 0.0%

SCT - Santa Clarita Region

SEPT-15 3,484 3,078 0 1.13 1.01 OCT-15 3,825 3,381 0 1.13 1.01

% Change 9.8% 9.8% 0.0% 0.0% 0.0%

41

PROVIDER SERVICE SUMMARY

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 60 61 68 SGT Eastern Region 30 0 15 GPI Southern Region 0 30 15 CTI West Central Region 0 30 16 MV Transit San Fernando Valley Region 30 0 17 DT Antelope Valley Region 0 0 4 SCT Santa Clarita Region 0 1 2

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

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 182 172 181 SGT Eastern Region 26 20 23 GPI Southern Region 56 57 60 CTI West Central Region 25 20 23 MV Transit San Fernando Valley Region 38 33 32 DT Antelope Valley Region 15 21 20 SCT Santa Clarita Region 22 21 24

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

Comparability of Access Paratransit to Fixed Route Travel Times*

Jul 1- Sep 30

Apr 1- Jun 30

Jan 1- Mar 31

Oct 1 Dec 31

Equal to or Shorter than Comparable Fixed Route Trip

87.3% 87.6% 89.0% 89.4%

1-20 Minutes Longer than Fixed Route Trip 8.6% 8.6% 7.4% 9.0% 21-40 Minutes Longer than Fixed Route Trip 2.8% 2.8% 2.9% 1.0% 41-60 Minutes Longer than Fixed Route Trip 0.8% 0.7% 0.5% 0.1% 60 Minutes Longer than Fixed Route Trip 0.4% 0.3% 0.2% 0.4%

* The data above (based on a sample of all trips) highlights the degree to which Access

Paratransit trips are comparable in terms of travel time to trips of a similar distance, origin and destination taken on local fixed route transit. **Data is recorded and entered at the end of each quarter.

42

North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 406 399 415 Transfer Point to Antelope Valley 309 287 314 Santa Clarita to Transfer Point 165 124 132 Transfer Point to Santa Clarita 146 135 136

RESERVATIONS PHONE REPORTING Standards: Average Initial Hold Time <120 Seconds % of Calls On Hold Over 5 minutes <5% Current

Previous Month

YTD Average

Systemwide Calls Answered 553,269 515,265 2,092,124 Average Initial Hold Time 100 123 99 % Of Calls On Hold More Than 5 minutes 5.4% 10.1% 6.1%

SGT - Eastern Region Calls Answered 139,667 130,079 517,495 Average Initial Hold Time 96 163 104 % of Calls on Hold More Than 5 minutes 6.7% 19.6% 9.2%

GPI - Southern Region Calls Answered 181,759 169,970 695,004 Average Initial Hold Time 101 87 91 % of Calls on Hold More Than 5 minutes 4.6% 3.1% 4.1%

CTI - West Central Region Calls Answered 126,508 117,775 482,560 Average Initial Hold Time 95 165 104 % of Calls on Hold More Than 5 minutes 6.6% 20.0% 9.3%

MV Transit - San Fernando Valley Region Calls Answered 78,725 74,396 298,872 Average Initial Hold Time 118 114 110 % of Calls on Hold More Than 5 minutes 4.8% 3.9% 4.0%

DT - Antelope Valley Region Calls Answered 22,309 18,892 81,522 Average Initial Hold Time 97 96 97 % of Calls on Hold More Than 5 minutes 2.4% 2.2% 2.3%

43

SCT - Santa Clarita Valley Region Calls Answered 4,301 4,153 16,671 Average Initial Hold Time 44 48 53 % of Calls on Hold More Than 5 minutes 1.7% 1.5% 2.2% CUSTOMER SERVICE & OPERATIONS MONITORING CENTER PHONE REPORTING *Standards: Average Initial Hold Time <300 Seconds Average Call Duration<300 Seconds % of Calls on Hold Over 5 minutes <10% % Abandoned Calls <10% Previous Systemwide (CS and OMC) Current Month YTD Calls Answered 45,933 46,268 185,380 Average Initial Hold Time 109 90 91 Average Call Duration 214 209 208 % of Calls on Hold More Than 5 Minutes 10.7% 7.5% 6.9% % of Abandoned Calls 8.6% 6.1% 7.0%

Customer Service Center (CS)

Access Services Calls Answered 11,006 11,257 44,627 Average Initial Hold Time 115 87 84 Average Call Duration 219 208 211 % of Calls on Hold More Than 5 Minutes 11.9% 7.0% 4.9% % of Abandoned Calls 6.7% 4.6% 5.1% Southland Calls Answered 24,022 24,409 98,830 Average Initial Hold Time 101 88 91 Average Call Duration 184 185 185 % of Calls on Hold More Than 5 Minutes 9.2% 7.1% 7.3% % of Abandoned Calls 8.0% 6.0% 6.9% Customer Service Total Calls Answered 35,028 35,666 143,457 Average Initial Hold Time 105 88 89 Average Call Duration 195 192 193 % of Calls on Hold More Than 5 Minutes 10.0% 7.1% 6.6% % of Abandoned Calls 7.6% 5.6% 6.4%

44

Operations Monitoring Center (OMC) Access Services Call Answered 7,434 7,535 29,077 Average Initial Hold Time 107 91 92 Average Call Duration 280 268 264 % of Calls on Hold More Than 5 minutes 11.1% 8.1% 5.6% % of Abandoned Calls 11.8% 7.2% 9.1% Southland Call Answered 3,471 3,067 12,846 Average Initial Hold Time 147 113 119 Average Call Duration 260 259 256 % of Calls on Hold More Than 5 minutes 16.0% 11.6% 13.0% % of Abandoned Calls 12.6% 8.9% 9.9% Operations Monitoring Center Total Call Answered 10,905 10,602 41,923 Average Initial Hold Time 119 97 100 Average Call Duration 273 265 262 % of Calls on Hold More Than 5 minutes 12.7% 9.1% 7.9% % of Abandoned Calls 12.0% 7.7% 9.4%

Eligibility Determinations Previous YTD- ADA Paratransit Evaluations Current Month Average Completed

UNRESTRICTTED 2,805 2,826 2,764 RESTRICTED 561 563 606 TEMPORARY 165 324 339

NOT ELIGIBLE 1,163 860 958 TOTAL 4,694 4,573 4,668 Re-certifications (in Person) 571 488 480 New Applicants 4,123 4,085 4,188 Eligibility Renewals Recertification Letters Sent 6,268 5,131 5,726 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) Scheduling Phone Call to Evaluation 16 17 16 Scheduling Phone Call to Mail Out 2 3 3

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Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 209 253 228 Closed 248 210 252 Withdrawn/Closed Before Completion 29 25 29 Pending 456 380 407 Increased 80 68 75 Decreased 2 1 3 Modified 2 4 6 Upheld 118 92 118 % Appeals not overturned 57% 59% 61% Net Denied Rate (Year-to-Date) 23% 17% 18.9% Process Time: Appeal Date to Mail Out ADA<30) 12 10 12

OPERATIONS MONITORING CENTER ACTIVITY

Previous YTD- Logged Calls to OMC* Current Month Average TOTAL CALLS: 7,197 7,098 7,047 Late Calls 2,432 2,506 2,084 Other (CSC/Reservations) 4,765 4,592 4,963

*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.

Previous YTD- Disposition of Late Calls Current Month Average Back-Up Vehicle Sent 248 181 171 ETA Given 1,173 1,153 1,050 Help Calls 260 352 156 Miscellaneous 751 820 708 TOTAL LATE CALLS 2,432 2,506 2,084

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

48 51 48

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Late Trip Calls to OMC Resulting -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 Systemwide Current Month YTD Percentage of Trips On-Time 89.73% 89.57% 90.14% Percentage of Late Trips 10.27% 10.43% 9.86%

-15 min. late) 7.71% 7.66% 7.44% -30 min. late) 1.95% 2.00% 1.85% -45 min. late) 0.47% 0.56% 0.44%

0.14% 0.21% 0.13% No Shows 3.87% 3.94% 3.89% Accessibility Violations - occurrences 1 1 3 Denied Trips -% of Next Day Trip Requests Denied 0.14% 0.00% 0.05%

Previous SGT Eastern Region Current Month YTD Percentage of Trips On-Time 88.89% 88.63% 90.45% Percentage of Late Trips 11.11% 11.37% 9.55% Late -15 min. late) 7.84% 7.81% 6.83%

-30 min. late) 2.32% 2.39% 1.94% -45 min. late) 0.71% 0.82% 0.57%

0.25% 0.36% 0.22% No Shows 3.22% 3.34% 3.15% Accessibility Violations occurrences 0 1 1 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous CTI West Central Region Current Month YTD Percentage of Trips On-Time 87.88% 87.69% 89.39% Percentage of Late Trips 12.12% 12.31% 10.61%



Previous GPI Southern Region Current Month YTD Percentage of Trips On-Time 89.44% 89.68% 88.80% Percentage of Late Trips 10.56% 10.32% 11.20%



Previous

MVT Northern Next Day Trips Current Month YTD Percentage of Trips On-Time 91.92% 91.55% 92.00% Percentage of Late Trips 8.08% 8.45% 8.00%

-15 min. late) 6.75% 6.86% 6.70% Late -30 min. late) 1.11% 1.25% 1.08%

-45 min. late) 0.18% 0.27% 0.18% 0.04% 0.06% 0.04%

No Shows 3.13% 3.04% 3.11% Accessibility Violations - occurrences 0 0 0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous

DT Antelope Valley Current Month YTD Percentage of Trips On-Time 91.53% 91.78% 91.76% Percentage of Late Trips 8.47% 8.22% 8.24%


0.00% 0.00% 0.00% No Shows 3.28% 3.04% 3.11% Accessibility Violations - occurrences 1 0 1 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00% Previous SCT Santa Clarita Valley Current Month YTD Percentage of Trips On-Time 95.37% 95.18% 95.58% Percentage of Late Trips 4.63% 4.82% 4.42%



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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 3 0 0 1 1 1 0 Animal 0 0 0 0 0 0 0 Booking 107 29 15 46 13 4 0 Conduct 174 59 22 58 23 12 0 Late 111 21 10 58 18 4 0 Late 4 43 16 8 16 3 0 0 Procedure 454 135 63 206 38 11 1 Risk Management 126 33 11 40 37 5 0 Routing 110 21 18 48 20 3 0 Wheelchair Securement 0 0 0 0 0 0 0 Service 25 10 2 8 4 1 0 Travel Time 36 6 7 12 8 3 0 Vehicle 0 0 0 0 0 0 0 TOTAL 1,189 330 156 493 165 44 1 Ratio per 1,000 Trips 4.0 4.4 3.4 4.9 3.0 3.4 0.3 Commendations 838 248 75 193 127 30 11

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Travel Training Statistics

Travel Training, Fiscal Year 2015-2016 Sep 15 Oct - 15 YTD

Accepted Travel Training 14 20 77 Waiting for Travel Training 27 12 74 Started Travel Training 11 14 57

Completed Travel Training 14 20 77 Discontinued Services 0 0 2 People Currently in Travel Training 0 0 0 Total Follow-up Response Month 2 18 12 71 #Graduates Using Bus After 2 Months 13 12 57 Average # of Trips per-week, Month 2 6 10 26

Estimated Bus Trips Taken, YTD 2,127 3,713 7,345

*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.

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50,000

100,000

150,000

200,000

250,000

300,000

350,000

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Total Trips ComparisonFY 14/15 FY 15/16

board box - access servicesaccessla.org/uploads/files/boardboxdec2015.pdf · board box december 21,...

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