june 16, 2014 board box · board box june 16, 2014 item board box item staff pages 1. recap of...

Board Box JUNE 16, 2014

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR

JUNE 2014 A. COLAIACE 2-3

2. OUT OF STATE TRAVEL FOR MAY/JUNE 2014 C. MOTTA 4-5

3. NEW EMPLOYEE UPDATE F. MOSELEY 6-8

4. RECAP PROCEEDING OF MAY 19, 2014 BOARD

MEETING D. CISCO 9-10

5. SAFETY UPDATE FOR APRIL 2014 M. GREENWOOD 11-13

6. FINAL COMMERCIAL BUSINESS INSURANCE

PREMIUM COSTS M. GREENWOOD 14

7. ROLLING BOARD MEETING CALENDAR F. JEWELL 15

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

9. FINANCIAL REPORT FOR APRIL 2014 H. RODRIGUEZ 23-36

10. EXECUTIVE SUMMARY UPDATE FOR APRIL 2014 S. CHANG/D. FOSTER/M. AVANCENA /K. HAGEN 37-40

11. QUARTERLY FUEL IMPACT REPORT F. JEWELL 41-42

12. BACK-UP TRIP ANALYSIS F. JEWELL/M. THOMPSON 43-44

13. OPERATIONS REPORT FOR APRIL 2014 M. THOMPSON 45-58

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BB OO AA RR DD BB OO XX II TT EE MM ## 11 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND

GOVERNMENTAL AFFAIRS RE: RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES Federal Legislative Activities: Shelly Verrinder and I made our annual trip to Washington, DC in late May. Accompanied by our federal advocate, Len Simon, we had a meeting with officials from the Department of Transportation and the Federal Transit Administration to discuss our differing interpretations of the DOT’s 2005 guidance on Origin to Destination service. (This guidance essentially says that if a customer needs help to or from the door to access a curb-to-curb paratransit system that the driver must provide assistance. Access maintains that the original ADA regulations and guidance give the authority to the local planning process to determine if an ADA paratransit system is door-to-door or curb-to-curb.) We also had meetings with staff from the offices of Senator Barbara Boxer, Senator Dianne Feinstein, Representative Janice Hahn and Representative Lucille Roybal-Allard. We also met with staff from the respective transportation policy committees in the House and the Senate to discuss Access Services, ADA paratransit and the growing need for additional transit funding. Lastly, we met with Assistant Vice President Jennifer Dexter at Easter Seals to discuss various issues related to funding for ADA paratransit. State Legislative Activities: On May 27 and 28th, Matthew Avancena, Manager of Planning and Coordination, attended the California Transit Association’s 48th Annual Spring Legislative Conference in Sacramento. The conference theme, Investing in Tomorrow, was an appropriate title given the number of legislative bills currently being considered to advance green technologies in public transit. One of these regulations is the Air Resource Board’s Zero Emission Bus (ZBus) Regulation. The ZBus regulation was designed to encourage the operation and use of zero emission buses in California urban bus fleets. Due to the complexities and cost of transitioning bus fleets into zero emission buses, ARB staff has indicated an interest in moving away from the ZBus rule, and instead exploring a variety of ways to obtain near zero or zero emission results from public transit operators. A conference panel consisting of representatives from the Air Resource Board, Golden Gate Transit and Metropolitan Transportation Commission provided a status update on the regulation.

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Another regulation that may soon have a profound impact on the public transit industry is the Cap and Trade program. The Cap and Trade program will set a limit on the total greenhouse gas (GHG) emissions that can be emitted by specific sources within the state. Emitters that anticipate exceeding their allowance must purchase additional allowances through this market-based system. ARB is the agency that conducts auctions for these allowances and the revenue being generated is available for appropriation by the Legislature. Starting January 1, 2015 transportation fuel distributors will come fully under the cap and trade program and may begin purchasing allowances in 2015. It is expected that between $1 billion and $5 billion more a year will be generated in allowance revenues. The California Transit Association Executive Committee adopted a specific set of advocacy principles relative to the allocation of Cap and Trade funds to transit and sustainable communities. The California Transit Association seeks to obtain long-term dedication of no less than one third of all Cap and Trade revenues to three core transit programs:

The sustainable communities implementation program proposed by the Transportation Coalition for Livable Communities;

Dedicated rail connectivity, integration and capital improvement program;

Establishment of a dedicated source of funding for transit operations and/or capital improvements allocated through the State Transit Assistance (STA) program.

Local Legislative Activities: I attended a meeting at the Service Center for Independent Life in Claremont to discuss issues related to customers who need to cross County borders to access essential services. Representatives from various social service agencies, the city of Claremont, Omnitrans and State Senator Carol Liu’s office were in attendance. Matthew Avancena and I, along with out consultant Scott Transue, met with staff from the office of Supervisor Mark Ridley-Thomas to discuss potential Medi-Cal funding for Access Services. The Supervisor’s staff was receptive to looking into the idea and working with Access Services on this issue. Staff also attended a Los Angeles Current Affairs Forum event with Supervisor and Metro Boardmember Don Knabe. If you have any concerns or questions, please feel free to contact me at 213/270-6007.

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BB OO AA RR DD BB OO XX II TT EE MM ## 22 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT RE: OUT OF STATE TRAVEL FOR MAY/JUNE 2014 The following is a list of out-of state paratransit meetings for May 2014. Kansas City, MO, APTA 2014 Bus & Paratransit Conference

May 4 – 7, 2014 Kansas City, MO The below mentioned Access Services staff members traveled to Kansas City, Missouri to be a part of the APTA Bus & Paratransit Conference. The technical conference focused on all bus transportation issues. Experts in the industry shared effective strategies, best practices, experience, and solutions. Conference participants had the opportunity to attend educational sessions that were organized in eight groups: 1) Technology, 2) Operations & Maintenance, 3) Safety & Security, 4) Mobility Management & Accessibility, 5) Planning, Sustainability & Finance, 7) Capital Programs, Bus Rapid Transit (BRT), 8) Management, Workforce Development & Policy. Andre Colaiace, DED of Planning & Governmental Affairs Steve Chang, DED of Operations William Tsuei, Senior Manager of Information Technology

Portland, OR, Advancing Women in Transportation (WTS)

May 14 – 16, 2014 Portland, OR The below mentioned Access Services staff member traveled to Portland, Oregon for the WTS 2014 Annual Conference. WTS is an international organization dedicated to building the future of transportation through the global advancement of women. Some of the conference breakout sessions were: “Info tuition”, Your Key to Making Better, Smarter, More Insightful Decisions, You’ve Got It. Are You Using It?” by Shelley Row, The Multigenerational Workforce, and Engaging Diverse Communities.

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The Annual Awards Banquet highlighted 7 scholarship recipients, including the Woman of the Year, and the Innovative Transportation Solutions Award went to the I-5 Skagit River Bridge Replacement Team. Faye Moseley Deputy Executive Director of Administration Washington, DC, Legislative Conference

May 27 - 30, 2014 Washington, DC The below mentioned Access Services staff members traveled to Washington, DC to attend Federal Legislative activities. Accompanied by our federal advocate, Len Simon, Shelly Verrinder and Andre Colaiace attended a meeting with officials from the Department of Transportation (DOT) and the Federal Transit Administration (FTA) to discuss the differing interpretations of the DOT’s 2005 guidance on Origin to Destination service. Shelly and Andre also attended meetings with staff from the offices of Senator Barbara Boxer, Senator Dianne Feinstein, Representative Janice Hahn and Representative Lucille Roybal-Allard. They also met with staff from the respective transportation policy committees in the House and the Senate to discuss Access Services, ADA paratransit and the growing need for additional transit funding. Lastly, they met with Assistant Vice President Jennifer Dexter at Easter Seals to discuss various issues related to funding for ADA paratransit. Shelly Verrinder, Executive Director Andre Colaiace, DED, Planning & Governmental Affairs

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BB OO AA RR DD BB OO XX II TT EE MM ## 33 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, ADMINISTRATION RE: NEW EMPLOYEE UPDATE New Employees I am pleased to announce that we have four new employees at Access. Sherri Adams has joined Access Services as Training & Development Coordinator. In this role, Sherri will be responsible for program development, including scheduling, monitoring and evaluating workshops and training programs under Access Services’ professional development program. Sherri will be responsible for managing the on-site coordination of all training classes and workshops. She will work closely with Evie to identify training needs of the CTSA transportation community and develop new courses and curriculum annually that meet relevant requirements and safety standards. Sherri will also administer the Employee of the Quarter program as well as coordinate meetings of the selection committee and other annual awards (i.e. Jerry Walker Award and Superior Services Award) as needed. Sherri will report directly to Evie Palicz, Manager of Training & Development. Sherri has over 15 years of experience in the transportation industry. Prior to joining Access, she was a Certified Licensed Driving Instructor with Southern California Automobile Club (AAA) where she facilitated Drivers Education. She worked with the Inglewood School District at Daniel Freeman Elementary School as an Instructional Aide. Sherri has 12 years of direct experience in the transit industry where she worked with Diversified Transportation as a Para-Transit Driver and Los Angeles Metropolitan Transportation Authority’s Planning/Vehicle Operations Department as an Administrative Assistant where she processed Memorandums of Understanding (MOU) and assisted with future projects for Proposition A and C. She began her career with Orange County Transportation Authority as a Behind The Wheel Instructor/Safety Specialist and Professional Driver. Sherri earned her Masters of Public Administration at California State Long Beach and Bachelor of Science in Human Resources & Development at Southern Illinois University (SIU). Kuopin (Ben) Lin has joined Access Services as Senior Database Administrator. In this role, Ben will be responsible for ensuring the proper performance of Access Services’ databases, as well as providing programming and end user support. He will be responsible for general administration of the database system, including planning,

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installation, tuning, monitoring, security, backup and recovery; T-SQL coding and tuning; data warehouse, data mart and data cube architecture design & implementation; queries, custom & ad hoc report creation to support business operations as well as ETL establishment and automation across multiple databases. Ben will also perform beta installation and testing and report on the pros and cons of new solutions to justify changes in the architecture as well as establish and maintain database related documentation and standards - including policies, procedures, guidelines, data dictionaries, data models, data flow diagrams, ETLs, and quality assurance. Ben will report directly to Bill Tsuei, Senior Manager of Information Technology. Ben has over 15 years of experience in the information technology arena. Prior to joining Access, he was an Application Developer with Omnitrans. He has worked with General Photonics Corporation as a Production Engineer; First International Computer Inc. as a Senior Field Application Engineer and Puma Industrial Company, Ltd. as an IT Consultant. Ben spent time in Taipei, Taiwan where he worked with Lite-On Technology Corp. and First International Computer Inc. as a Senior Signal Integrity Simulation Engineer and Score Zap Industry Co., Ltd. as a Field Application Engineer. He began his early career at Tamkang University in the Department of Physics as a Lab Assistant and Teaching Assistant. Ben earned his Master of Science and Bachelor of Science, both in Physics, at Tamkang University and a Diploma in Electronic Engineering at Tung Nang Junior College. He is a Microsoft Certified Professional and holds a training certificate of ASP.NET MVC and Web Forms applications developing. He is fluent in English and Mandarin. Sherry Kelley has joined Access Services as Senior Manager of Customer Service. In this role, Sherry will be responsible for managing and leading the organization’s Operations Monitoring Center, Customer Service Center and Complaint Response functions. As such, Sherry will work closely with subordinate staff to develop, enhance, revise and administer processes that will serve to meet or exceed the goals for the function as established by the Access Board of Directors. Sherry will have frequent and effective contact and coordination with the Access Operations Department to ensure success of the complaints processing and response function. Sherry will report directly to Faye Moseley, Deputy Executive Director, Administration. Sherry comes to Access with over 20 years of experience in customer service, sales and marketing in the transportation arena. She spent the past 6 years with Southern California Regional Rail Authority - Metrolink, most recently as Manager of Customer Engagement. In this role, she was responsible for directing all customer programs which included Complaint/Comments, Refunds and Quality Service Pledge delivery. She also managed the Call Center contract ensuring development and execution of customer messaging, service delivery and reporting metrics. While at Metrolink, Sherry also served as Field Service Manager, Customer Relations where she was responsible for managing incident response, service delivery and alternative transportation while establishing department benchmarks and standards for service measurements. She joined Metrolink as a Customer Relations Supervisor and spent 2 years managing the Customer Relations Department at L.A. Union Station where she implemented service processes, developed SOPs, incident recovery and alternative transportation arrangements for passengers when they missed connections. Sherry

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was a Supervisor Lead Generation/Sales with Sage Software, Inc., where she directed the lead generation and sales team to achieve all metrics of the compensation plan, call metrics, revenue achievement and developed techniques to consistently drive results. Sherry earned her Bachelor of Science in Human Services at University of Phoenix. She holds a Transportation Disaster Assistance Certification from the NTSB, a Rail System Safety Certification from USC’s Viterbi School of Engineering and an Operation Lifesaver Presenter Certificate from Operation Lifesaver. Ricky Bout has officially joined Access Services in a staff capacity as Operations Coordinator. In this role, he will be responsible for providing general office support to the Operations department which will include internal and external correspondence, filing, copying, distributing department mail, arranging and/or coordinating internal and external meetings. His duties will also include supporting Operations related meetings with note taking, publishing meeting agendas, meeting room set-up, scheduling personal assistants and sign language interpreters and organizing community meetings. He will support the Operations Supervisors with contract compliance and audits (i.e. denials, etc.) and monitor the reservation/dispatch process of individual providers for compliance via the computer network and telephone “spot checks”. This role assists the Receptionist and other Administrative Assistants when necessary on special projects as needed. He will report directly to Rogelio Gomez, Project Administrator. Ricky has spent over 2 years as an Intern at Access Services on four seasonal intervals working on various projects within internal departments such as Operations, Administration, Strategic Planning and Safety & Risk Management. He also Interned with Hammock, Arnold, Smith & Co. as an Appraisal Assistant. He earned his Bachelor of Arts in Environmental Studies, with a minor in Geography/Spatial Science from University of California at Santa Barbara.

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BB OO AA RR DD BB OO XX II TT EE MM ## 44 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: DONNA CISCO, ADMINISTRATOR MANAGER/BOARD LIAISON RE: RECAP PROCEEDING OF MAY 19, 2014 BOARD MEETING

RECAP OF PROCEEDINGS BOARD OF DIRECTORS MEETING

MONDAY, MAY 19, 2014 ACCESS SERVICES HEADQUARTERS Council Conference Room, 3rd Floor

3449 Santa Anita Avenue El Monte, CA 91731

ITEM NO. SUBJECT ITEM ACTION TAKEN

3 CLOSED SESSION None

5 Review & Approval of Minutes From The Board Meetingon April 28, 2014 Approved

8-a Consideration to Approve Commercial business Package Insurance

Approved/On Consent Calendar

8-b Consideration to Approve Employee Health and Benefit Insurance Contracts


8-c Consideration to Extend the West Central Service Area Contract with California Transit, Inc. (AS-2364)


8-d Consideration to Award Virtual Desktop Infrastructure Contract (AS-3703)


8-e Consideration to Renew Self-Insured Retention Automobile Liability Program


8-f Consideration to Authorize Funding for Back-up ServiceProviders


8-g Consideration to Award Data Services Contract (AS-3705)


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9 Consideration to Extend the Eligibility Determination Service Contract (AS-2441) Approved

10 Social Services Transportation Inventory and Survey Report

Information Item Only no approval needed

11 Access Services Operation Update Information Item Only no approval needed

12 Status Update on Metro’s Review of Access Services Information Item Only no approval needed

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BB OO AA RR DD BB OO XX II TT EE MM ## 55 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT RE: SAFETY UPDATE FOR APRIL 2014 Key Safety Indicators Access’ collision rate (preventable and non-preventable) in April 2014 was 1.35 collisions per 100,000 miles (compared to 1.21 in April 2013). Access’ Preventable Collision Rate in April 2014 was 0.42 preventable collisions per 100,000 miles. The total number of preventable collisions declined from 31 in March to 15 in April.

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Quarterly Safety Campaign Program In April 2014, staff continued working on a new backing up collision reduction campaign. The effort will be a combined effort of Access staff and the service providers and will include a training video, paycheck stickers with catchy tips for drivers, and roll-out blitz with pen giveaways. Collision and Incident Investigation Advances On the heels of a safety team member attending the Fundamentals of Collision Investigation training put on by the Transportation Safety Institute, bi-weekly accident review team meetings are now being held to further scrutinize and learn from Access’ collisions and incidents. Follow-up with providers on post-accident training and other actions is now a routine by-product of the effort.

TransMAC On May 6, 2014, two members of the safety team attended the annual TransMAC workshop in Norwalk. Now 15 agencies strong, TransMAC is gearing up for phase two efforts which will consist of efforts to develop an operations guide and administration structure. US DOT representative Tony Tisdale spoke to the group and attendees were able to tour Metro’s mobile command center. SmartDrive Events

April 2014 saw a decrease in SmartDrive collisions compared to March. In April, a total of 13 collisions were captured, compared to 22 the previous month. Access and its provider’s vigilance has resulted in a steady decline in mobile phone use by drivers to microscopic levels.

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BB OO AA RR DD BB OO XX II TT EE MM ## 66 JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT RE: FINAL COMMERCIAL BUSINESS INSURANCE PREMIUM COSTS At the May 2014 meeting of the Board of Directors, item 8-a was approved authorizing staff to continue the Self-Insured Retention (SIR) program and renew insurance policies at a premium cost not to exceed $1,125,000 for the policy period 6/21/14 to 6/20/15.

Access’ insurance broker – Sullivan Curtis Monroe – has completed the insurance renewal process and the final annual premium cost is $1,059,002.72.

Coverage includes:

Coverage Carrier Premium

Excess coverage up to $2.05 million Catlin Specialty $446,857.72Excess coverage up to $5.05 million James River $289,380.00Excess coverage up to $26.05 million National Union Fire $277,720.00Excess Liability up to $51.05 million Scottsdale $45,045.00TOTAL $1,059,002.72

Per the report to the Board, the Chairperson was consulted with the final policy information and approval was granted.

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BB OO AA RR DD BB OO XX II TT EE MM ## 77 JUNE 16, 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. July 28, 2014 Meeting Canceled Item Description

August 25, 2014 Item Description

Consideration to Approve Board Officer Elections

Consideration to Approve Board of Director Committees

Consideration to Approve Vehicle Purchase

Consideration to Approve Certification No-Show Policy

Presentation Access to Work Review

Presentation Metro Survey

September 22, 2014 Item Description

Consideration to Approve Organizational Goals for FY2014/15

Presentation Year End Review

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BB OO AA RR DD BB OO XX II TT EE MM ## 88 JUNE 16, 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 April 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

JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: HECTOR RODRIGUEZ, CONTROLLER RE: FINANCIAL REPORT FOR APRIL 2014 Attached for your review are the draft financial reports for April 2014. Approved FY 2013/14 Budget to Actual Fiscal Year-to-Date Comparison: Passengers: 4.7% over budget Contract Revenue Miles: 5.5% over budget Trips: 5.1% over budget Completed Eligibility Interviews: 33.2% over budget Average Trip Distance: 0.4% over budget at 9.21 miles Total cost per Passenger (before depreciation): 3.8% under budget Administration Function is 5.2% under budget Eligibility Determination Function is 1.1% over budget Paratransit Operations Function is 1.1% over budget Attached are the following reports for your review: Statistical Comparison: April 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 April 2014

% ofCost

YTDActual

YTDBudget Variance

% Over<Under>

Budget

Paratransit Operations 89.8% $92,645,829 $91,678,447 $967,382 1.1%

Eligibility Determination 5.9% 6,040,801 5,974,335 66,466 1.1%

CTSA/Ride Information 0.3% 359,631 396,508 (36,877) (9.3)%

Administrative 4.0% 4,128,291 4,356,368 (228,077) (5.2%)

Total Exp before Depreciation $103,174,552 $102,405,658 $ 768,894 0.75%

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Statistics - - For the YTD Period Ended April 2014

YTDActual

YTDBudget Variance

% Over<Under>

Budget

Number of Completed Cert Interviews 51,858 38,935 12,923 33.2%

Number of PAX 3,135,573 2,993,847 141,726 4.7%

Number of Contract Revenue Miles 22,245,812 21,077,340 1,168,472 5.5%

Number of Trips 2,415,406 2,298,059 117,347 5.1%

Average Trip Distance 9.21 9.17 0.04 0.4%

Purchased Transportation Cost

Cost per Trip $ 34.80 $ 36.04 $ (1.23) (3.4)%

Cost per PAX $ 26.81 $ 27.66 $ (0.85) (4.7)%

Cost per Contract Rev Mile $ 3.78 $ 3.93 $ (0.15) (3.8)%

Total Cost per Pax before

depreciation $ 32.90 $ 34.21 $ (1.30) (3.8)%

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Budget Results for FY 2013/2014

For the YTD Period Ending April 2014

YTD

ActualYTD

Budget

Variance Over

<Under> Budget

% Over <Under>

Budget

Total Exp before Capital as of April 2014 $ 103,174,552 $ 102,405,658 $ 768,894

0.75%

Revenue Passenger Fares 6,410,695 5,747,325 663,669 Other Revenue 290,292 275,348 14,944 Total Revenue 6,700,987 5,400,425 678,613 12.6% Capital Expenditures

Vehicles 5,327,588 5,314,732 12,856 Other Capital Expenditures 43,681 43,683 (2)

Total Capital Expenditures $ 3,785,431 $ 3,786,729

(12,854)

0.3%

Over Budget @ April 2014 Adjustments: $ 781,749 Reserve – Access to Work Program/Tethering Budget 23,046

Total Adjusted Over Budget YTD April 30, 2014 $ 804,795

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YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

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Access Services Balance Sheet April 30, 2014 DRAFT

ASSET S Current Assets: Cash 30,603,970Due from FTA 1,824,348Due from MTA 39,986Accounts Receivable-Miscellaneous 94,583Prepaid Expenses 2,897,667Deposits 33,526 Total Current Assets 35,494,080 Long Term Assets: Property and Equipment: Vehicles & Vehicle Equipment 29,496,324Office Furniture and Equipment 323,989Computer & Telephone Equipment 2,907,480Central Reservation Software/IVR 2,377,984Leasehold Improvements 156,965 Total Property and Equipment 35,171,743 Accumulated Amortization & Depreciation (24,542,503) Property and Equipment, Net 10,629,240

Deposits – Long Term 0 Total Long Term Assets 10,629,240 TOTAL ASSETS 46,123,319

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Access Services Balance Sheet April 30, 2014 DRAFT LIABILITIES AND NET ASSETS Current Liabilities: Accounts Payable-Trade 805,304 Accounts Payable-Providers 8,627,369 Unfunded Pension Liability 2,322,823 Insurance Reserve 2,905,081

Accrued Expenses 1,081,933 Other Liabilities 12,800 Total Current Liabilities 15,755,311 Other Liabilities: Deferred Revenue 30,186,025 TOTAL LIABILITIES 45,941,335 Net Assets: Temporarily Restricted 181,984 TOTAL LIABILITIES AND NET ASSETS 46,123,319

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Access Services Statement of Cash Flow For Period Ending April 30, 2014

Cash – Beginning Balance 3/31/14 30,428,151 Cash Receipts: Proposition C revenue from LACMTA 5,431,022 FTA Funding Received 4,640,587

CMQ Grant 0 Passenger fare/coupons/ID revenue 677,378 Interest income 2,293 Miscellaneous revenues 42,403 Total Cash Received 10,793,683 Cash Payments: Vehicles/Vehicle equipment 702,369 Capital Equipment Prepaid expenses/deposits 203,687 Payments to contract providers 8,229,894 Eligibility Determination expenses 338,517 Salaries and related benefits 536,018 Other expenses 607,380 Total Cash Payments 10,617,864 Increase (Decrease) in Cash Reserves 175,819 Cash – Ending Balance 04/30/14 30,603,970

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 BALANCEFor Period Ending April 30, 2014

CURRENT CURRENT CURRENT YTD % of 13/14MONTH MONTH VARIANCE YTD YTD VARIANCE 2013-14 BUDGET

ACT UAL BUDGET OVER(UNDER) ACT UAL BUDGET OVER(UNDER) BUDGET REACHED

REVENUE SOURCES:Funding Sources for Operating Expenses :

FY 13/14 Prop C & Section 5310 $116,445,247 FY 12/13 Carryforward - Unallocated (Estimated) 474,908 Subtotal - Funding Sources & Carryforward Funds 9,826,130 9,545,429 280,701 95,960,156 95,585,967 374,189 116,920,155 82.07%

Funding Sources for Capital & Committed Expenses : FY 13/14 Prop C 407,621 408,791 (1,170) 1,583,210 1,568,293 14,917 8,142,020 19.44%

Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 3,744,378 3,746,439 (2,061) 5,706,923 65.61%

Section 5317 for New Freedom Grant 11,612 0 11,612 118,264 0 118,264 116,810 101.24%

JARC Grant (Access to Work) 44,567 26,560 18,007 395,146 265,600 129,546 $4,151,229 9.52%

Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 54,350 (54,350) 0 531,418 (531,418) 2,044,586 0.00%

FY 12/13 Allocated Funds - Veh Proceeds > $5K 113,925 0.00%

Section 16 Capital Funds - FY 12/13 (88.53% of $600,000) 0 0 0 0 0 0 531,180 0.00%

Subtotal - Funding Sources & Carryforward Funds 463,800 489,701 (25,901) 5,840,998 6,111,750 (270,752) 20,806,673 28.07%

Interest/Miscellaneous Income 8,477 5,833 2,643 75,021 58,333 16,687 70,000 107.17%

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

Disposal of Vehicles 31,050 31,050 0 215,271 217,015 (1,744) 250,000 86.11%

Passenger Fares 654,598 585,365 69,233 6,410,695 5,747,325 663,369 6,955,808 92.16%

TOTAL - REVENUE FUNDING SOURCES 10,984,054 10,657,378 326,676 108,502,139 107,720,390 781,749 145,077,636 74.79%

Less : Total Capital Expenditure During FY 13/14 (407,621) (407,621) (5,327,588) (5,327,588)

Revenue Recognition for FY 13/14 Depreciation 437,939 437,939 4,038,725 4,038,725

TOTAL - REVENUE RECOGNITION 11,014,373 10,657,378 356,995 107,213,277 107,720,390 (507,114) 145,077,636

EXPENDITURES:PARATRANSIT OPERATIONS - DIRECT COST

Purchased Transportation Services - Regular Trips 8,426,878 8,148,865 278,013 81,740,710 80,411,487 1,329,222 97,622,508 83.73%

Purchased Transportation Services - Adults With Children 5,656 5,655 1 19,755 19,755 0 457,243 4.32%

Purchased Transportation Services - Access To Work 89,185 89,778 (593) 790,792 815,890 (25,098) 1,387,758 56.98%

Communications - Telephone/Data Transmission 136,550 145,725 (9,175) 1,401,629 1,457,250 (55,621) 1,748,700 80.15%

Phone & Computer System Maintenance/License & Consulting 98,668 107,930 (9,262) 919,733 1,052,175 (132,442) 1,291,760 71.20%

Salaries & Related Benefits - Customer Svc & Complaint Response 102,662 108,822 (6,160) 1,037,170 1,106,475 (69,304) 1,290,203 80.39%

Shuttle Service - MTA Elevator Maintenance 0 0 0 0 0 0 75,000 0.00%

Contracted Call Center 62,115 33,333 28,782 466,180 333,333 132,847 400,000 116.55%

OMC Weekend and Holiday Services 9,484 4,500 4,984 66,381 45,000 21,381 54,000 122.93%

Vehicle Cost - Direct 9,103 9,180 (77) 99,172 99,710 (538) 245,939 40.32%

Community Events and Materials-Safety Incentive Program 0 0 0 77,885 77,887 (2) 234,122 33.27%

Office Rent 11,545 11,540 5 115,451 115,398 53 138,478 83.37%

Insurance - Commercial 378,353 382,852 (4,499) 3,781,282 3,827,351 (46,069) 4,832,676 78.24%

Travel & Conference 0 0 0 406 1,305 (899) 4,500 9.02%

Other Professional Expense 0 0 0 73,013 73,799 (786) 170,802 42.75%

Integrate Access Services to 511 (LA SAFE) 577 575 2 10,636 10,622 14 19,943 53.33%

Office Supplies 697 630 67 5,256 6,300 (1,044) 7,560 69.52%

Volunteer Driver Program 0 0 0 0 0 0 150,000 0.00%

Security Contract - Metro/LASD 14,277 16,667 (2,390) 142,765 166,667 (23,902) 200,000 71.38%

Total - Paratransit Operations - Direct Cost 9,345,751 9,066,053 279,698 90,748,215 89,620,404 1,127,811 110,331,191 82.25%

32

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending April 30, 2014



PARATRANSIT OPERATIONS - INDIRECT COSTSalaries & Related Benefits - Operations 144,274 147,224 (2,949) 1,398,344 1,462,051 (63,707) 1,753,104 79.76%

Communications - Telephone & Data Transmission 3,811 4,210 (399) 37,462 42,100 (4,638) 50,520 74.15%Other Professional Expense 7,515 7,515 (0) 38,839 38,839 0 53,384 72.75%

Vehicle Costs - Indirect 4,523 4,900 (378) 42,727 48,650 (5,923) 60,000 71.21%

Customer Satisfaction/Free Fare Phone Survey 2,162 2,160 2 4,223 4,220 3 58,000 7.28%

Metro Studio Design/Marketing Services 4,872 10,700 (5,828) 54,657 107,000 (52,343) 128,400 42.57%

Equipment/Other Rental 0 0 0 0 0 0 1,000 0.00%

Office Rent 11,688 11,688 (0) 116,882 116,883 (1) 140,260 83.33%

Insurance - Commercial 1,472 1,570 (98) 14,541 15,128 (587) 18,268 79.60%

Travel and Conference 0 0 0 21,145 21,150 (5) 34,000 62.19%

Office Supplies 703 657 46 5,454 6,570 (1,116) 7,884 69.17%

Community Events and Materials 6,875 2,850 4,025 65,464 76,026 (10,562) 119,911 54.59%Publications/Printed Materials - Riders Communication 5,059 5,193 (134) 64,689 63,943 746 132,400 48.86%

Postage/Mailing 2,784 5,375 (2,591) 31,669 53,750 (22,081) 64,500 49.10%

Professional Memberships 131 173 (43) 1,519 1,733 (215) 2,080 73.01%

Total - Paratransit Operations - Indirect Cost 195,868 204,215 (8,348) 1,897,614 2,058,043 (160,429) 2,623,710 72.33%

Total - Paratransit Operations Cost 9,541,619 9,270,268 271,350 92,645,829 91,678,447 967,382 112,954,901 82.02%

OTHER ACTIVITIESELIGIBILITY DETERMINATON

Salaries & Related Benefits - Certification & Appeals 21,062 27,889 (6,828) 273,393 276,794 (3,401) 331,872 82.38%

Eligibility and Appeal Contracts 311,569 255,063 56,506 2,770,673 2,555,061 215,612 3,073,705 90.14%

Purchased Transportation Services - Certification Trips 154,401 160,312 (5,911) 1,515,524 1,596,276 (80,752) 1,926,122 78.68%

Transportation Cost - Tethering Trips 0 0 0 1,628 1,635 (7) 15,000 10.85%

Travel Training 38,528 43,299 (4,771) 388,945 432,988 (44,043) 519,586 74.86%

Tether Strap Project 17,570 17,570 0 191,916 191,920 (4) 349,000 54.99%Other Professional Expense 144 167 (23) 412 1,667 (1,255) 2,000 20.60%

Communications - Telephone/Data Transmission 6,925 8,390 (1,465) 64,283 83,900 (19,617) 100,680 63.85%

Vehicle Costs - Mobile Certification 0 0 0 44 45 (1) 250 17.43%

Office Rent 5,519 5,524 (5) 55,192 55,243 (51) 66,292 83.26%

Insurance - Commercial 4,874 4,422 452 49,627 43,260 6,366 53,309 93.09%

Business Meetings & Meals 0 0 0 24 0 24 0 n/ a

Travel and Conference 0 0 0 0 0 0 5,000 0.00%

Office Supplies 495 495 (1) 4,083 4,950 (867) 5,940 68.74%Publications/Printed Materials 4,960 3,535 1,425 550,968 542,045 8,923 551,000 99.99%

Postage/Mailing/Courier 21,566 18,833 2,733 173,899 188,333 (14,434) 226,000 76.95%

Professional Memberships 16 22 (5) 190 217 (27) 260 73.00%

Subtotal - Eligibility Determination 587,628 545,521 42,107 6,040,801 5,974,335 66,466 7,226,017 83.60%

33

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending April 30, 2014



CTSA FUNCTIONEDUCATION AND TRAININGSalaries & Related Benefits - CTSA 6,600 9,846 (3,246) 85,295 97,249 (11,954) 116,538 73.19%

Scholarships Programs 0 0 0 6,885 6,885 0 6,885 100.00%

Scholarships Programs, Education & Training Seminars (250) 0 (250) 28,891 29,890 (999) 38,034 75.96%

Communications - Telephone 217 235 (18) 2,060 2,350 (290) 2,820 73.05%

Office Rent 649 649 (0) 6,492 6,493 (1) 7,792 83.31%

Insurance - Commercial 29 31 (2) 291 303 (12) 365 79.59%

Travel and Conference 0 0 0 0 0 0 2,000 0.00%

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

Office Supplies 157 159 (2) 1,310 1,590 (280) 1,908 68.67%

Community Events and Materials 44 167 (123) 1,182 1,667 (484) 2,000 59.12%

Publications/Printed Materials 0 0 0 1,630 1,630 (0) 2,000 81.48%Postage/Mailing 557 542 15 5,014 5,417 (403) 6,500 77.14%


Subtotal - Education and Training 8,019 11,650 (3,631) 139,240 153,690 (14,450) 187,102 74.42%

ACCESS RIDE-INFORMATIONSalaries & Related Benefits - Ride-Information 21,283 20,801 482 186,804 206,061 (19,257) 247,013 75.62%

Communications - Telephone 983 1,495 (512) 10,625 14,950 (4,325) 17,940 59.23%

Phone & Computer System Maintenance/License & Consulting 150 167 (17) 1,500 1,667 (167) 2,000 75.00%

Office Rent 1,767 1,767 0 17,665 17,670 (5) 21,204 83.31%

Office Supplies 122 117 5 969 1,170 (201) 1,404 69.01%

Publications/Printed Materials 0 0 0 1,635 0 1,635 0 n/ a

Postage/Mailing 111 108 3 1,003 1,083 (81) 1,300 77.14%


Subtotal - Ride-Information 24,433 24,477 (44) 220,391 242,818 (22,427) 291,121 75.70%

Subtotal - CTSA Function 32,453 36,127 (3,675) 359,631 396,508 (36,877) 478,224 75.20%

Total - Other Activities 620,081 581,649 38,432 6,400,432 6,370,843 29,589 7,704,240 83.08%

34




ADMINISTRATIVESalaries & Related Benefits 294,855 271,197 23,658 2,661,316 2,699,621 (38,305) 3,323,505 80.08%

Communications - Telephone & Data Transmission 3,027 3,315 (288) 29,298 33,150 (3,852) 39,780 73.65%

Office Rent 19,794 19,915 (120) 199,378 199,145 232 238,974 83.43%

Insurance - Commercial 11,974 11,887 88 116,321 114,545 1,776 138,319 84.10%

Office Supplies 2,343 2,675 (332) 23,042 26,753 (3,711) 32,104 71.77%

Promotional Events & Materials 0 0 0 1,913 1,915 (3) 1,915 0.00%

Other Professional Services 41,799 61,428 (19,629) 778,708 952,658 (173,950) 1,351,965 57.60%

Public Notice Advertising Expenses 54 55 (1) 2,418 2,435 (17) 10,000 24.18%

Equipment/Other Rental 205 250 (45) 1,003 2,500 (1,497) 3,000 33.43%

Repairs & Maintenance 4,483 4,417 67 42,718 44,167 (1,449) 53,000 80.60%

Postage/Mailing/Messenger 5,957 5,858 99 53,666 58,883 (5,218) 70,600 76.01%

Publications/Printed Materials/Copying 193 1,833 (1,640) 9,294 18,333 (9,039) 22,000 42.25%

Network Support/Supplies 26,677 9,250 17,427 127,248 117,965 9,283 141,000 90.25%

Subscription/References 0 167 (167) 971 1,667 (696) 2,000 48.53%

Professional Memberships 337 357 (20) 2,818 3,575 (757) 4,290 65.70%

Board and Advisory Committee Compensation 300 1,108 (809) 10,199 16,183 (5,984) 38,000 26.84%

Annual Meeting 0 0 0 21,809 16,000 5,809 16,000 136.31%

Business Meetings & Meals 867 842 25 8,875 8,417 458 10,100 87.87%

Travel and Conference 1,449 1,450 (1) 31,799 31,800 (1) 62,500 50.88%

Mileage and Parking 253 308 (55) 2,575 3,083 (509) 3,700 69.58%

Bank Interest 0 0 0 0 0 0 50,000 0.00%

Other Expenses - bank charges, tax filing fees, etc. 166 357 (191) 2,924 3,573 (649) 4,287 68.21%

Total - Administrative Expense 414,734 396,670 18,064 4,128,291 4,356,368 (228,077) 5,617,039 73.50%

TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 10,576,433 10,248,587 327,847 103,174,552 102,405,658 768,894 126,276,180 81.71%

Amortization and Depreciation Expense 437,939 0 437,939 4,038,725 0 4,038,725 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 11,014,373 10,248,587 765,786 107,213,277 102,405,658 4,807,618 126,276,180

CAPITAL EXPENDITURESProperty & Equipment 407,621 408,791 (1,170) 5,327,588 5,314,732 12,856 18,212,623 29.25%

Total - Capital Expenditures 407,621 408,791 (1,170) 5,327,588 5,314,732 12,856 18,212,623 29.25%

Less: Amortization and Depreciation Expense (437,939) 0 (437,939) (4,038,725) 0 (4,038,725) 0

TOTAL EXPENSES AND CAPITAL EXPENDITURES 10,984,054 10,657,377 326,677 108,502,139 107,720,390 781,749 144,488,803 75.09%

Uncommitted Carryforward from FY 12/13 (Estimated) 0 474,908Sales of Veh. Proceeds over $5,000 Rollover from FY 12/13 0 113,925

TOTAL 10,984,054 10,657,377 326,677 108,502,139 107,720,390 781,749 145,077,636 74.79%

35

ACCESS SERVICES

STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending April 30, 2014



PROPERTY AND EQUIPMENT

94 VEHICLES - Minivan (Fleet Replacement) ($45,000 each) 351,394 366,102 (14,708) 351,394 366,102 (14,708) 4,301,700 8.17%

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

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

11 VEHICLES - Type II Cutaway (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 Cutaway (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%

VEHICLE EQUIPMENT - VPG MV1 Diagnostic's unit 0 0 0 1,183 2,000 (817) 2,000 59.13%

VEHICLE EQUIPMENT - Smart Drive Camera Replacement 12,490 0 12,490 39,007 15,000 24,007 15,000 260.05%

190 VEHICLE EQUIPMENT - Smart Drive Camera (SF Valley Contract) 0 0 0 123,955 121,650 2,305 121,650 101.89%

11 VEHICLES - MV-1 (Fleet Expansion) ($46,625 each) 0 0 0 512,876 512,880 (4) 512,880 100.00%

7 VEHICLES - 2012 Minivan (Fleet Expansion) ($48,032 each) 0 0 0 336,166 336,224 (58) 336,224 99.98%

9 VEHICLES - 2013 El Dorado Class D (Fleet Expansion) ($42,688 each) 43,737 42,688 1,048 174,947 170,754 4,193 384,196 45.54%

SUBTOTAL - VEHICLES - FY 13/14 407,621 408,791 (1,170) 1,539,529 1,524,610 14,919 12,205,700

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

66 VEHICLE - Minivan (Fleet Replacement) ($43,972 each) 0 0 0 2,901,629 2,902,206 (577) 2,902,206 99.98%

10 VEHICLES - Type I Cutaway (Fleet Replacement) ($75,874 each) 0 0 0 758,144 758,740 (596) 758,740 99.92%1 VEHICLE - Type II Cutaway (Fleet Replacement) ($80,665 each) 0 0 0 80,542 80,665 (123) 80,665 99.85%Vehicle Related Equip (ATW grant) 0 0 0 0 0 0 120,038 0.00%Vehicle Related Equip (AWC grant) 0 0 0 1,435 1,435 (0) 9,497 15.11%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 0 0 0 3,741,750 3,743,046 (1,296) 4,456,146

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 0 0 0 43,681 43,683 (2) 300,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 13/14 0 0 0 43,681 43,683 (2) 300,000

TETHER STRAPS & MARKING PROGRAM CAPITAL 0 0 0 0 0 0 66,982 0.00%COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 0 0 0 2,628 3,393 (765) 3,393 77.45%REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 0 0 0 0 0 0 442,760 0.00%UNIVERSAL FARE SYSTEM/TECH ENHANCEMENTS 0 0 0 0 0 0 265,626 0.00%CENTRALIZATION SOFTWARE/IVR 0 0 0 0 0 0 472,016 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 0 0 0 2,628 3,393 (765) 1,250,777

TOTAL CAPITAL EXPENDITURES 407,621 408,791 (1,170) 5,327,588 5,314,732 12,856 18,212,623 29.25%

36




PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 329,462 304,924 24,538 3,135,573 2,993,847 141,726 3,623,369Audited # of Contract Revenue Miles 2,286,173 2,146,559 139,615 22,245,812 21,077,340 1,168,472 25,508,362Audited # of Trips 253,681 234,049 19,632 2,415,406 2,298,059 117,347 2,781,227

* Total Purchased Transportation Cost per Passenger 26.33 27.56 (1.23) 26.81 27.66 (0.85) 27.98 Total Paratransit Oper Costs (Dir & Indir) per Passenger 28.96 30.40 (1.44) 29.55 30.62 (1.08) 31.17 Total Cost per Passenger before Capital Depreciation 32.10 33.61 (1.51) 32.90 34.21 (1.30) 34.85

* Total Purchased Transportation Cost per Trip 34.20 35.91 (1.71) 34.80 36.04 (1.23) 36.46 ** Total Agency Cost per Passenger 31.32 33.01 (1.68) 32.06 33.54 (1.49) 32.82

Total Purchased Transportation Cost per Revenue Mile 3.80 3.92 (0.12) 3.78 3.93 (0.15) 3.97 Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.17 4.32 (0.15) 4.16 4.35 (0.18) 4.43

*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.

37

BB OO AA RR DD BB OO XX II TT EE MM ## 11 00

JUNE 16, 2014 TO: BOARD OF DIRECTORS FROM: ACCESS SERVICES MANAGEMENT STAFF RE: EXECUTIVE SUMMARY UPDATE FOR APRIL 2014

Steve Chang – Deputy Executive Director, Operations

System performance ended the month of April at 90.8 percent on-time with 0.13 percent Late4. As we move into the final quarter of the fiscal year, focus is on finishing the year meeting key performance standards. The Access to Work program transported over 3,500 trips in April with an on-time performance 95.7 percent.

Alfredo Torales– Project Administrator

Southern Region

For the month of April, 83,900 trips were performed in the Southern Region. On-time performance for the region was 90.9 percent. Late4 trips (over 45 mins late) accounted for only 0.05 percent of all trips for the month. The Southern Region experienced short reservation hold times for the month. The average initial hold time was 62 seconds and only 1.6 percent of calls were on hold for over 5 minutes. On Friday, April 4th, Access Operations Supervisors worked with Road Supervisors from Global Paratransit, the service provider for the Southern Region, to conduct an audit of the wheelchair securement strap system. Global Paratransit staff audited every accessible vehicle to ensure that all securement equipment was safe to operate. No securement straps were discovered to be defective.

Santa Clarita Region

The Santa Clarita Region performed 3,196 trips in the month of April. Santa Clarita met on-time performance and reservation hold time standards. The reservations average hold time was 49 seconds and only 2.2 percent of calls were on hold over 5 minutes. The region continues to maintain high performance on a consistent basis and also manages to maintain low customer reported service complaints. Reservations observations performed by Access Operations Supervisors continue to be graded with high satisfactory rating. This positive observation is contributed to the high level of customer focus that the call center in the region provides. In preparation for the summer, Santa Clarita Transit is auditing the air condition units for each of their vehicles. Access is scheduled to follow up on this audit in the first week of May.

38

Geoffrey Okamoto – Project Administrator

West Central Region

California Transit Inc. (CTI), service provider for the West Central region, completed 36,589 trips in April. On-time performance reached 91.38 percent with 0.05 percent Late4. Access staff met with both Hollywood Bowl and Greek Theatre staff to get a head start in transportation coordination for the upcoming summer events. SmartDrive coaching continues to be maintained for category 3s and 4s.

Antelope Valley

Diversified Transportation (DT) reached an on-time performance of 90.58 percent and 0.06 percent Late4. Trips completed for the month reached 9,470 trips (7,663 April 2013). HDR projections show DT reaching the 10,000 trip mark by July 2014 and DT is on course to meet such ridership demand for the region. DT experienced minimal SmartDrive events for category 3s and 4s.

Rogelio Gomez – Project Administrator

Eastern Region

The month of April was the start of a new Access contract for the Eastern Region provider. After months of preparation, the San Gabriel Transit (SGT) team successfully started to schedule Certification transportation appointments for callers interested in going through the eligibility process. Throughout the month, the training department continued to welcome new drivers to the SGT family and trained them on how to become a professional Access driver. From a performance perspective, San Gabriel Transit completed 68,722 trips with an on-time performance of 90.0 percent and 0.23 percent Late4.

Jack Garate – Operations Administrator

Northern Region

In the month of April, MV Transportation (MV) completed a total of 51,804 trips with an on-time performance of 90.85 percent and 0.19 percent Late4. MV did struggle with their phone statistics, where calls on hold over 5 minutes finished at 7.1 percent. MV did meet their average initial hold time standard at 111 seconds. The Parents with Disabilities program concluded its fifth month of operation and MV completed a total of 136 trips. MV continued their efforts and commitment to safety by discussing the topic of Safe Backing (Reversing). Operations Supervisor Gina Breceda conducted a “Pull-Out Inspection” on April 11, 2014. A total of 90 vehicles were observed and the inspection examined the condition of Q’Straint securements and cleanliness of securement tracks within the vehicles.

David Foster - Manager of Customer Support Services – Customer Service Department Update

39

Access Customer Support call centers answered over 46,500 calls in the month of April. Both the Access and Southland Transit call centers met or exceeded the call center performance standards for the month.

The Customer Service department is also responsible facilitating both the Community Advisory Committee (CAC) and the Quality Services Subcommittee (QSS). In April, the CAC did not meet. The QSS was provided an Operation Update from Access staff and a presentation entitled A Secret Weapon to Becoming an Effective Change Agent.

The Customer Service Leadership Team worked with Operations to finalize a revised lost and found procedure to provide a more customer friendly process, participated in Roadeo planning meetings to prepare for the first Annual Roadeo Call Center Challenge, and hosted a visit from the call center management staff of Foothill Transit in a very productive information sharing session. Lastly, there were 411 Commendations (or Smiles) filed by our customers in April, 18 of which were filed on behalf of Access call center staff! Kurt Hagen – Manager of Eligibility Eligibility

In April 2014, the number of certified Access riders reached 151,627; increasing by 1010 certified riders from the previous month. In April 2013, there were 136,286 certified riders. Additional data about Access eligibility process can be found elsewhere in this Board Box.

CARE Evaluators has successfully transitioned the call center appointment function to San Gabriel Transit. All eligibility certification appointments for applicants in the Los Angeles basin are now being scheduled by San Gabriel call center staff. Access staff continues to work with CARE and San Gabriel Transit to ensure the continued success of this transition.

40

Mobility Management Statistics Report, April 2014

MonthTotal

Number of Calls

April 587 299 (51%) 26 (4%) 76 (13%) 171 (29%) 14 (2%) 1 (0%)

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 April, calls made by Mobility Management staff to customers increased by 40% from the previous month with a total of 587 calls. Of the 587 calls logged, staff called and spoke with 325 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 participated in two outreach events. Matthew Avancena, Manager of Planning and Coordination, and Erik Washington, Mobility Counselor participated in the City of Pasadena’s 13th Annual Conference on Aging. Matthew was part of a discussion panel on senior transportation services. Joining him on the panel were representatives from the City of Pasadena’s Dial-A-Ride and L.A. Metro. Erik Washington interacted with conference participants in the courtyard where he staffed the Access kiosk.

Staff attended a second event, ‘The Drive Well Conference’, hosted by The Community Senior Services and Inter-Valley Health Plan at Pomona Valley Health Center in Claremont. This event was staffed by Mobility Management counselors Mayra Perez-Calderon and Stephen Wrenn who spoke with seniors and the transit options available to them.

41


JUNE 16, 2014

TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER RE: QUARTERLY FUEL IMPACT REPORT

Access maintains a policy of accounting for the volatility of fuel prices by establishing a baseline cost per gallon in each of its service providers’ contracts. If the cost of fuel 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 –

Jan-14 Feb-14 Mar-14 Year to Date

Total (7/2013-3/2014)

Eastern Region Base Cost - $2.79/gallon Actual - SGT#1928

32,504 31,650 35,249 318,529

Budget

61,925 63,224 65,902 566,249

Variance Over (Under) Budget

(29,421) (31,574) (30,653) (247,720)

Southern Region Base Cost - $3.25/gallon Actual - GPI#2967

- 39,477 22,122 179,413

Budget

65,777 67,158 70,010 601,486


(65,777) (27,681) (47,888) (422,073)

42

Northern Region Base Cost -$3.50/gallon ($4.25/gallon as of 8/1/2013) Actual - MVT#2492/3341

- - - (44,855)

Budget

- - - 48,281


- - - (93,136)

West/Central Region Base Cost - $2.94/gallon Actual - CTI#2364

17,455 15,723 18,883 171,908

Budget

38,985 39,802 41,488 356,477


(21,530) (24,079) (22,605) (184,569)

Antelope Valley Region Base Cost - $3.75/gallon Actual - DT#3116

- - - -

Budget

5,137 5,245 5,467 46,976


(5,137) (5,245) (5,467) (46,976)

All Regions Monthly Total - Actual

49,959 86,850 76,254 624,995

All Regions Monthly Total - Budget

171,824 175,429 182,867 1,619,469

All Regions Monthly Variance Over (Under) Budget

(121,865) (88,579) (106,613) (994,474)

43


JUNE 16, 2014

TO: BOARD OF DIRECTORS

FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER MELISSA THOMPSON, OPERATIONS ANALYST

RE: BACK-UP TRIP ANALYSIS

An analysis of back-up trips was conducted in order to identify the response time of back-up contractors.

The purpose of this analysis was to determine if there is a significant difference in the response time of back-up trips between accessible and non-accessible vehicles. Out of the 506,420 trips completed by Access Services during March and April 2014, 1,026 (0.2%) were back-up trips. The majority of the sampled back-up trips were conducted by non-accessible vehicles. Most of the customers who took a back-up trip, conducted by either an accessible and non-accessible vehicle, were picked up in one hour or less. The average response time for accessible and non-accessible vehicles ranged from 39 - 46 and 17 – 19 minutes respectively.

Back-Up Trips vs Total Trips

Mar-14 252,739 557 0.22%Apr-14 253,681 469 0.18%

506,420 1,026 0.20%

Total TripsBack Up

Trips% Back Up

Trips

*Response Time of Back Up TripsResponse Time Non-Accessible % Accessible % 0 - 1hr 766 96% 105 85%1 - 2hr 24 3% 13 10%2 - 3hr 6 1% 6 5%3+ 1 0% 0 0%

797 124*Data reflects completed back up trips with reported dispatch time and pick up time only

Average Response TimeMar-14 Apr-14

Accessible 0:46 0:39Non-Accessible 0:17 0:19

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Staff will continue to review the response times on a quarterly basis and will address any significant variations as appropriate.

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JUNE 16, 2014

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

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

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD

Total Trips 253,681 252,739 0.4% 2,415,406 Passengers per Vehicle Trip 1.30 1.29 0.8% 1.30 Average Trip Distance 9.01 9.06 -0.5% 9.2 Total Calls to Providers 435,673 495,637 -12.1%

4,484,528

Average Initial Hold Time (seconds) 89 73 21.9% 75 % of Calls on Hold More Than 5 minutes 6.3% 3.8% 2.5% 4.9%

On-Time Performance 90.8% 90.0% 0.8% 90.1% Late 4 Trips 0.13% 0.12% 0.01% 0.10% Total Registered Customers

151,628 150,620 0.7%

151,628

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MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers Trips Back Up Trips

Passengers per Trip

Eligible Passengers

per Trip SYSTEM WIDE

MAR-14 327,092 252,739 557 1.29 1.00APR-14 329,462 253,681 469 1.30 1.00

% Change 0.7% 0.4% -15.8% 0.8% 0.0%SGT - Eastern Region

MAR-14 90,388 68,577 32 1.32 0.94APR-14 90,505 68,722 52 1.32 0.94

% Change 0.1% 0.2% 62.5% 0.0% 0.0%GPI - Southern Region

MAR-14 107,873 83,417 75 1.29 1.02APR-14 109,101 83,900 38 1.30 1.02

% Change 1.1% 0.6% -49.3% 0.8% 0.0%CTI - West Central Region

MAR-14 50,034 37,565 450 1.33 1.03APR-14 48,956 36,589 379 1.34 1.03

% Change -2.2% -2.6% -15.8% 0.8% 0.0%MV - San Fernando Valley Region

MAR-14 62,585 50,664 0 1.24 1.02APR-14 64,525 51,804 0 1.25 1.02

% Change 3.1% 2.3% 0.0% 0.8% 0.0%DT - Antelope Valley Region

MAR-14 12,407 9,238 0 1.34 1.03APR-14 12,650 9,470 0 1.34 1.02

% Change 2.0% 2.5% 0.0% 0.0% -1.0%SCT - Santa Clarita Region

MAR-14 3,805 3,278 0 1.16 1.04APR-14 3,725 3,196 0 1.17 1.04

% Change -2.1% -2.5% 0.0% 0.9% 0.0%

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PROVIDER SERVICE SUMMARY

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 75 62 114 SGT – Eastern Region 30 0 30 GPI – Southern Region 0 30 17 CTI – West – Central Region 0 30 24 MV Transit – San Fernando Valley Region 30 0 32 DT – Antelope Valley Region 15 0 8 SCT – Santa Clarita Region 0 2 3 * The data above represents the number of vehicles evaluated at the contractor locations.

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 121 71 87 SGT – Eastern Region 33 10 16 GPI – Southern Region 30 27 28 CTI – West – Central Region 11 11 10 MV Transit – San Fernando Valley Region 20 5 10 DT – Antelope Valley Region 7 8 9 SCT – Santa Clarita Region 20 10 14

* The data above represents the number of Order Takers and Dispatchers evaluated by the Operations Supervisors.

Comparability of Access Paratransit to Fixed Route Travel Times*

Jan 1- Mar 31

Oct 1- Dec 31

Jul 1- Sep 30

Apr 1- Jun 30

Equal to or Shorter than Comparable Fixed Route Trip 88.8% 92.0% 90.6% 89.5%

1-20 Minutes Longer than Fixed Route Trip 8.8% 5.8% 7.0% 6.9%21-40 Minutes Longer than Fixed Route Trip 1.5% 1.6% 1.6% 2.2%41-60 Minutes Longer than Fixed Route Trip 0.8% 0.5% 0.5% 0.7%60 Minutes Longer than Fixed Route Trip 0.1% 0.2% 0.3% 0.6% * 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.

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North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 373 379 375 Transfer Point to Antelope Valley 308 291 293 Santa Clarita to Transfer Point 103 125 119 Transfer Point to Santa Clarita 71 79 81

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 435,673 495,637 448,453 Average Initial Hold Time 89 73 75 % Of Calls On Hold More Than 5 minutes 6.3% 3.8% 4.9% SGT - Eastern Region Calls Answered 113,940 125,433 111,559 Average Initial Hold Time 107 68 70 % of Calls on Hold More Than 5 minutes 10.3% 5.0% 5.8% GPI - Southern Region Calls Answered 133,059 154,528 141,379 Average Initial Hold Time 62 76 81 % of Calls on Hold More Than 5 minutes 1.6% 3.2% 4.5% CTI - West – Central Region Calls Answered 105,533 117,405 107,036 Average Initial Hold Time 90 54 62 % of Calls on Hold More Than 5 minutes 8.2% 3.8% 5.1% MV Transit - San Fernando Valley Region Calls Answered 63,486 77,602 69,989 Average Initial Hold Time 111 93 83 % of Calls on Hold More Than 5 minutes 7.1% 3.6% 4.3%

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DT - Antelope Valley Region Calls Answered 16,596 17,281 15,131 Average Initial Hold Time 92 86 89 % of Calls on Hold More Than 5 minutes 3.6% 2.6% 3.5% SCT - Santa Clarita Valley Region Calls Answered 3,059 3,388 448,724 Average Initial Hold Time 49 67 72 % of Calls on Hold More Than 5 minutes 2.2% 4.5% 5.0% 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 46,539 45,167 40,038Average Initial Hold Time 47 48 198Average Call Duration 200 209 213% of Calls on Hold More Than 5 Minutes 3.1% 2.9% 24.7%% of Abandoned Calls 2.4% 2.7% 13.9%Customer Service Center (CS) Access Services

Calls Answered 11,570 11,015 10,495 Average Initial Hold Time 68 50 212 Average Call Duration 215 230 231 % of Calls on Hold More Than 5 Minutes 5.2% 2.8% 25.8% % of Abandoned Calls 2.8% 2.0% 11.5% Southland Calls Answered 23,799 23,174 19,818 Average Initial Hold Time 26 35 215 Average Call Duration 181 187 196 % of Calls on Hold More Than 5 Minutes 0.6% 1.5% 27.6% % of Abandoned Calls 1.1% 1.9% 15.2%

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Customer Service Total Calls Answered 35,369 34,189 30,413 Average Initial Hold Time 40 40 213 Average Call Duration 192 201 209 % of Calls on Hold More Than 5 Minutes 2.1% 1.9% 26.8% % of Abandoned Calls 1.7% 1.9% 14.0% Operations Monitoring Center (OMC) Access Services

Call Answered 7,444 7,041 6,979 Average Initial Hold Time 67 75 165 Average Call Duration 238 246 233 % of Calls on Hold More Than 5 minutes 5.0% 5.5% 19.9% % of Abandoned Calls 4.1% 4.5% 14.4% Southland Call Answered 3,726 3,937 2,647 Average Initial Hold Time 73 64 87 Average Call Duration 196 211 210 % of Calls on Hold More Than 5 minutes 8.4% 7.5% 10.1% % of Abandoned Calls 5.8% 5.2% 8.6% Operations Monitoring Center Total Call Answered 11,170 10,978 9,626 Average Initial Hold Time 69 71 149 Average Call Duration 224 233 227 % of Calls on Hold More Than 5 minutes 6.1% 6.2% 18.0% % of Abandoned Calls 4.7% 4.8% 13.5%

*Standards are applicable as of December 1, 2013. Eligibility Determinations

Previous YTD- ADA Paratransit Evaluations Current Month Average Completed

UNRESTRICTTED 2,342 2,361 2,321 RESTRICTED 609 644 633 TEMPORARY 490 501 530

NOT ELIGIBLE 432 438 399 TOTAL 3,873 3,944 3,883 Re-certifications (in Person) 1,573 1,283 1,155 New Applicants 2,300 2,661 2,728

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Eligibility Renewals Recertification Letters Sent 4,320 4,355 3,848 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 14 15 15 Scheduling Phone Call to Evaluation 4 7 9 Scheduling Phone Call to Mail Out 27 27 28

Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 168 130 124 Closed 119 123 126 Withdrawn/Closed Before Completion 10 21 21 Pending 241 213 191 Increased 44 25 31 Decreased 4 11 4 Modified 8 6 8 Upheld 50 51 55 % Appeals not overturned 58% 73% 68%Net Denied Rate (Year-to-Date) 10% 10% 9.4%Process Time: Appeal Date to Mail Out 13 ADA>30) 7 13 9

OPERATIONS MONITORING CENTER ACTIVITY Previous YTD- Call to OMC Current Month Average TOTAL CALLS: 8,455 8,158 7,100Late Calls 2,373 2,382 2,066Other (CSC/Reservations) 6,082 5,776 5,034

Previous YTD- Disposition of Late Calls Current Month Average Back-Up Vehicle Sent 243 338 245ETA Given 1,225 1,267 1,026Help Calls 30 14 40Miscellaneous 875 763 755TOTAL LATE CALLS 2,373 2,382 2,066

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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 41 41

Late Trip Calls to OMC Resulting In “Wait” and 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 0.2

PROVIDER REPORT CARD Previous YTD- Systemwide Current Month Average Percentage of Trips On-Time 90.77% 89.99% 90.14%Percentage of Late Trips 9.23% 10.01% 9.86%Late “1” (1-15 min. late) 7.04% 7.60% 7.57%Late “2” (16-30 min. late) 1.67% 1.87% 1.80%Late “3” (31-45 min. late) 0.40% 0.43% 0.39%Late “4” (>46 min. late)/Missed Trips 0.13% 0.12% 0.10%No Shows 3.42% 3.54% 3.39%Accessibility Violations - occurrences 0 0 0.4 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 90.03% 89.52% 90.36%Percentage of Late Trips 9.97% 10.48% 9.64%Late “1” (1-15 min. late) 7.22% 7.56% 7.07%Late “2” (16-30 min. late) 1.93% 2.13% 1.91%Late “3” (31-45 min. late) 0.60% 0.61% 0.52%Late “4” (>46 min. late)/Missed Trips 0.23% 0.19% 0.14%No Shows 3.79% 3.55% 3.49%Accessibility Violations – occurrences 0 0 0.1 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 91.38% 89.10% 90.10%Percentage of Late Trips 8.62% 10.90% 9.90%Late “1” (1-15 min. late) 6.91% 8.19% 7.58%Late “2” (16-30 min. late) 1.36% 2.05% 1.84%Late “3” (31-45 min. late) 0.30% 0.52% 0.39%Late “4” (>46 min. late)/Missed Trips 0.05% 0.14% 0.09%No Shows 4.49% 4.50% 4.27%Accessibility Violations - occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous YTD- GPI – Southern Region Current Month Average Percentage of Trips On-Time 90.93% 90.12% 90.36%Percentage of Late Trips 9.07% 9.88% 9.64%Late “1” (1-15 min. late) 7.13% 7.77% 7.57%Late “2” (16-30 min. late) 1.64% 1.76% 1.73%Late “3” (31-45 min. late) 0.25% 0.30% 0.29%Late “4” (>46 min. late)/Missed Trips 0.05% 0.05% 0.05%No Shows 3.14% 3.47% 3.28%Accessibility Violations - occurrences 0 0 0.3Denied 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 90.85% 90.45% 89.00%Percentage of Late Trips 9.15% 9.55% 11.00%Late “1” (1-15 min. late) 6.80% 7.26% 8.56%Late “2” (16-30 min. late) 1.69% 1.75% 1.90%Late “3” (31-45 min. late) 0.47% 0.38% 0.41%Late “4” (>46 min. late)/Missed Trips 0.19% 0.15% 0.12%No Shows 2.64% 2.88% 2.84%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 90.58% 91.96% 91.67%Percentage of Late Trips 9.42% 8.04% 8.33%Late “1” (1-15 min. late) 7.58% 6.78% 6.74%Late “2” (16-30 min. late) 1.51% 1.03% 1.25%Late “3” (31-45 min. late) 0.27% 0.18% 0.24%Late “4” (>46 min. late)/Missed Trips 0.06% 0.05% 0.10%No Shows 3.75% 4.02% 3.39%Accessibility Violations - occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous YTD- SCT – Santa Clarita Valley Current Month Average Percentage of Trips On-Time 95.83% 95.79% 93.87%Percentage of Late Trips 4.17% 4.21% 6.13%Late “1” (1-15 min. late) 3.66% 3.32% 4.96%Late “2” (16-30 min. late) 0.43% 0.77% 0.85%Late “3” (31-45 min. late) 0.04% 0.11% 0.17%Late “4” (>46 min. late)/Missed Trips 0.04% 0.00% 0.03%No Shows 1.52% 1.57% 1.72%Accessibility Violations - occurrences 0 0 0.0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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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 0 0 0 0 0 0 0 Animal 0 0 0 0 0 0 0 Booking 102 24 20 30 17 8 1 Conduct 293 74 30 107 54 19 1 Late 1 49 8 2 22 4 5 0 Late 2 61 10 8 27 7 4 0 Late 3 24 6 3 8 6 1 0 Late 4 34 11 3 14 3 1 0 Procedure 381 138 63 125 45 9 1 Risk Management 106 18 23 37 20 6 0 Routing 77 8 6 42 18 3 0 Wheelchair Securement 1 0 0 1 0 0 0 Service 68 16 6 41 5 0 0 Travel Time 52 10 6 20 16 0 0 Vehicle 20 2 3 7 1 7 0 TOTAL 1,268 325 173 481 196 63 3 Ratio per 1,000 Trips 5.0 5.3 4.7 5.7 3.7 6.7 0.9 Commendations 326 94 39 67 89 18 0

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Travel Training Statistics

Travel Training, Fiscal Year 2013-2014 Mar-14 Apr-14 YTD

Accepted Travel Training 17 16 167 Waiting for Travel Training 10 10 112 Started Travel Training 12 14 92 Completed Travel Training 17 16 167 Discontinued Services 0 0 1 People Currently in Travel Training 0 0 0 Total Follow-up Response Month 2 11 10 118 #Graduates Using Bus After 2 Months 6 7 87 Average # of Trips per-week, Month 2 7 6 61 Estimated Bus Trips Taken 10,835 13,087 53,606

*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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