Valley MetroRegional Paratransit Plan

StakeholderMeeting

November 10, 2015

Dial-A-Ride Service

Origin to Destination – shared ride service Types of service

• ADA: Federally mandated public transportation service for people unable to independently use the bus of their trips.

• Non-ADA: Not required-service,availability varies

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Purpose of the Plan

Ongoing effort by Valley Metro and its Member Communities to review and strengthen regional ADA Dial-A-Ride (DAR) services

Last regional paratransit study conducted in 2006-2008

Review changes made since 2008 and examine DAR services again

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Role of the Technical Working Group (TWG) Representatives from Member Communities and DAR

operations

Assist with data collection

Provide input on preliminary findings and recommendations

Liaison with communities—Keep community transportation staff and officials informed of plan developments

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Role of Stakeholders

Riders and local disability organization representatives• Rider survey• Online input• Public meetings

Provide input:• Experience with current services

• Plan recommendations after TWG review and before presentation to communities and Valley Metro Board

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Work Completed to Date Reviewed current DAR operations

Conducted survey of riders

Identified service policies that vary by DAR service

Reviewed policies of peer transit agencies

Developed more consistent policies for consideration

Analyzed a sample ofregional trips and transfers

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First Two Stakeholder Meetings(February 18 and June 16) Reviewed improvements since 2008 plan

• Consolidation of Northwest DARs• In-person eligibility determinations (Mobility Center)• Expanded travel training• Platinum Pass Program Received input on current

services• Inconsistent region-wide

service policies• Regional travel issues (transfers)

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Two Main Issues Identified

Inter-region travel and transfers between DAR areas• Long wait times at transfer points and long overall travel times• Rider concern about transfers and low rate of inter-region travel

Different (inconsistent) policies between DARservices• Service area policies• Pickup (on-time) window policies• Driver assistance and package policies• Subscription trip policies• Unaccompanied children policies

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Focus of This Meeting

1. Discuss possible options for improved regional travel

2. Discuss more consistent region-wide DAR policies that are being considered

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1 Inter-Regional Traveland Transfers BetweenDAR Services

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Current DAR Areas and Transfer Locations

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Transfer Trip Analysis

Wait times at transfer points average about 30 minutes; 20% of waits at transfer locations over 60 minutes

Total travel time about 90 minutes; 20% of trips take more than 2 hours

Rider dissatisfaction with transfers and concern about traveling across DAR boundaries

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Possible Regional Travel OptionsOPTION 1 Regional trips provided by VM regional service provider

Direct shared-ride service from EV to portion of Phoenix that is east of Highway 17. Transfers required for trips west of Highway 17.

Direct shared-ride service from NWV, Peoria and Glendale to the SWV and portion of Phoenix that is west of Highway 51. Transfers required for trips east of Highway 51.

Direct shared-ride service to central Phoenix (between Highways 17 and 51) from all parts of the region

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OPTION 1

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Possible Regional Travel OptionsOPTION 2

Regional trips provided by VM regional service provider Direct shared-ride service from EV to all of

Phoenix and Paradise Valley. Transfers required to SWV, NWV, Glendale and Peoria Direct shared-ride service from NWV, Peoria and

Glendale to the SWV, Phoenix and Paradise Valley. Transfers required only to the EV

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OPTION 2

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Possible Regional Travel OptionsOPTION 3

Regional trips provided by VM regional service provider Direct shared-ride service throughout the region.

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OPTION 3

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Advantages of Option 3 Best matches fixed route regional design Least complex operationally – no transfers required Most cost-effective Most customer-oriented

• Easiest to understand• Still shared-ride, but no transfers• Eliminates fear of being left and possible stranded at unknown

location

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Cost Analysis(Sample week in February 2015)

Current Costs with Transfers

Option 3 Direct Service Costs(no transfers)

Sample week(271 trips) $22,109 $14,874

Cost per trip $81.88 $54.89

Est. Annual Cost $1,149,651 $773,464

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Possible Regional Travel Policies Service Area

• Base regional service:Both origin and destinationof out-of-area trips within¾ mile of fixed route

• Cities can opt to provideregional service for ridersliving more than ¾ milefrom fixed routes

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Possible Regional Travel Policies

Rider Assistance• Door-to-door

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Possible Regional Travel Policies Trip Reservations and Scheduling

• By Valley Metro regional service provider

• 6 am to 7:30 pm, M-Sun

• New phone # for regional (out-of-area) trips included in each DAR Rider Guide and online

• Scheduling integrated withcurrent process and tripscommingled with EV, NWV and other out-of-area trips

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Possible Regional Travel Policies

Days and Hours• Based on fixed route hours in each area; Fixed route

must be operated at both origin and destination for trip to be eligible

Fares• $4.00 per trip; children under 6 free with accompanying

adult Be Ready (On Time) Window

• 0/+30 Vehicle Wait Time

• 5 minutes 24

Questions and Commentson Inter-Regional Travel

and Transfer Policy

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2 More ConsistentRegional DAR Policies

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Consistent Regional DAR Policies

Proposed Advance Reservation Policy ADA trips accepted

one to 14 days in advance Non-ADA advance

reservation periodto be defined locally

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Consistent Regional DAR Policies

Proposed Subscription Trip Policy All trip purposes eligible for subscription Region-wide riders can request subscription

service for trips made at least once per week at same time and to/from samelocation. Grantingsubscription is at system/scheduler discretion.• Glendale’s policy is a minimum

of 3 times per week28

Consistent Regional DAR Policies Proposed Service Area Policies ADA Service:

Trips withboth origin anddestination within¾ mile of busroute or rail line

Non-ADA Service: Defined locally by each community

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Consistent Regional DAR Policies

Proposed Pickup Window 30 minute window Start and end times of

window communicated to riders (rather than specific pickup time) Can then use different

windows for internalscheduling purposes• 0/+30 in Phoenix, EV, NWV• -15/+15 in Glendale and Peoria 30

Consistent Regional DAR Policies

Proposed Trip Booking Procedures Riders can book trips by requesting a pickup

time or a desired arrival (appointment) time, but not both -30/0 drop-off window

parameter to be used to help ensure on-timedrop-offs Specific methods of

scheduling established by each DAR31

LD4

Consistent Regional DAR Policies

Proposed Vehicle Wait Time Policy 5 minutes in Phoenix,

East Valley, Northwest Valley, and Peoria• 2 minutes in Glendale

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Consistent Regional DAR Policies Proposed Rider Assistance and Package Policy Door-to-door as base level of service

in Phoenix, East Valley, and Northwest Valley

Curb-to-curb with assistance to the door as neededin Glendale and Peoria

Assistance with packages upto 2 cubic feet (6 plasticgrocery bags) weighing up to50 pounds total

One piece of luggage pluscarry-on

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Consistent Regional DAR Policies

Proposed Unaccompanied Children Policy For ADA service, children under the age of 8

must be accompanied by an adult For Non-ADA service,

policies set locally(10 in Glendale;16 in Peoria)

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Consistent Regional DAR Policies Proposed Visitor Policy Accept documentation from other systems

Request other documentation if not certified by another system and disability not “apparent”

Grant visitor status withoutdocumentation if disability“apparent”

Refer visitors to Valley Metrofor visitor certification.

ID number structure will bedesigned to indicate visitors

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Consistent Regional DAR Policies Proposed No-show Policy NS Definition: Vehicle arrives within window, waits required time, and

the rider is not there or does not board Late Cancel: < 2 hours before schedules time Will be removed if beyond rider control If 3+ NS or LC in 30 days will trigger review of trip record Warning for first occurrence of 3+ than are >10% of all trip requests 2nd occurrence in same calendar year: 7 day suspension 3rd occurrence in same calendar year: 14 day suspension 4th occurrence in same calendar year: 30 day suspension Suspension letters with how to appeal sent at least 14 days in

advance. Suspension stayed if appeal requested

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LD3

Next Steps

Develop final recommended transfer trip policy Develop final recommended regional service

policies Prepare final plan Present to Valley Metro committees and Board New policies adopted by each city

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For questions or additional comments, contact:

Dolores NolanValley Metro

Community Relations101 N. First Avenue, Suite 1300

Phoenix AZ 85003602.523.6070

602.523.6095 faxDNolan@valleymetro.org

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