King County Mobility Coalition

King County Mobility Coalition

August 20th, 2019

A coordinated transportation network that allows all people to move freely around King County and the

Puget Sound region

Welcome!

• Welcome, Introductions , & Brief Announcements

Consent Calendar

King County Mobility Coalition

August 20, 2019

ORCA FARE COLLECTION

Smart card for paying transit fares

Usable on transit region-wide

$265M in fare revenue in 2016

Grown to ~68% of all trips

WHY ARE WE REPLACING THE CURRENT ORCA SYSTEM?

Contract for ORCA with ERG (now Vix) was signed in 2003 Current technology is aging Proprietary system prevents

competition Contract expires in 2022 Equipment becoming obsolete

Further transit system expansion is happening New technology and payments evolution is coming

PROGRAM GOALS

1. Improve customer experience

2. Increase ORCA usage

3. Lower cost of ownership

4. Ensure operational efficiency

5. Increase customer and data security

6. Ensure flexibility of system architecture

7. Accept multiple fare media types

Governed by consensus-based Joint Board - 7 agency reps

Regions with multiple agencies co-leading projects are unique

Multi-agency projects can face more challenges reaching consensus

Equal Joint Board Representation

Agency Staff

Equal Joint Board Representation

Steering Committee

Regional Program Team

How things are managed in next generation ORCA:

GOVERNANCE OVERVIEW

How things are managed in ORCA:

NEXT GEN ORCA ORG CHART

Consultant Support

Regional Program Team - Staff

Regional Program Managernext gen ORCA

Vendors (multiple)

Agency

Support Staff

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ORCA Steering Committee (7 members, bi-weekly)

ORCA Joint Board (7 Executive Sponsors, monthly)

QA

Consultant

ORCA Operations Team / Stakeholders (7 members, weekly)

PT SMEs ST SMEs KCM SMEs KT SMEs ET SMEs WSF SMEsCT SMEs

Technical Consultant

CUSTOMER SURVEY RESULTS

Most liked about ORCA: Convenience Speed (of boarding) Regional mobility

Least liked about ORCA: Delays in reloading products/value Not enough locations to reloadWebsite interface No mobile solution

Commute36%

Primary25%

Errands21%

Events12%

Other4%

School2%

CUSTOMER IMPROVEMENTS

Instant account updates

More retail locations

Improved website

Customer mobile app

Product/value loads will happen in seconds!

More than double the current locations at launch

Better features for individual and business customers

Ability to manage account and pay from your device

ADDITIONAL CUSTOMER IMPROVEMENTS

New customer interfaces will be designed, built, and tested with accessibility in mind Accessibility Compliance Plan will ensure that customer

accessibility needs will be addressed throughout the life of the system

Expanded retail network will provide more locations to pay with cash Increasing from ~130 to 250 stores at launch

Customer interfaces will be offered in 7 different languages Includes vending machines, website, mobile app

We are here

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

OVERALL TIMELINE

2015 2022

Needs Analysis/Strategic PlanEstablished Steering CommitteeFormed Regional Program TeamProgram Charter Focus GroupsCustomer SurveyHired Technical Consultant TeamCrafted initial Schedule/Budget

Systems Eng Mgmt PlanRisk Mgmt Plan + RegisterRegional Fare ForumIndustry Requests for InformationScope RefinementSystem RequirementsData Consultant ProcurementTransition Activities

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

TASKS COMPLETE: PLANNING

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

TASKS COMPLETE: PROCUREMENT

Consultant Services – Four Nines et al. for technical supportData Access and Reporting – Estrada for data warehouse consulting Finalizing data storage (Azure) and reporting platform (Tableau, Power BI) contracts

Quality Assurance – ARC Alternatives for Program QASystems Integrator – INIT for the main vendor partnership Retail Network – Ready Credit for retail mgmt., distribution, and salesMerchant Bank Services – estimated mid-2020 Fare Media – estimated late 2020

NEXT STEPS

System Design in 3 reviews: Collaboration between separate vendors in preliminary design

Development in overlapping phases

Standing up all aspects of system functions prior to transition Including: Back end system, financial management, customer

relationship management, device software, mobile app, website

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

Conceptual Preliminary Final

Transitioning from current ORCA to next gen ORCA Replacement while ensuring that ORCA keeps on running

Smooth transition to make it easy for customers

Integrations with many other devices/systems

7 unique agencies and needs, but seamless travel is critical

Ensuring solid security for customers and their data

TRANSITION

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

We are here

Planning

Procurement

Design

Development

Deployment

Transition

Operations + Maintenance

OVERALL TIMELINE

2015 2022

Customers will start to see changes here

PROGRAM SCOPE

next generation ORCA will be a phased program

Phase 1 Replacement system – what does ORCA do today? Additional features addressing largest customer groups

Phase 2 and Potential Future Projects Inclusion of additional transit agencies Integration with additional modes of transportation Additional features and functionality in demand Further enhancement of the rider experience

AVOIDING BEING OBSOLETE

So how do we avoid being behind on the latest technology by the time we launch? We’re paying attention: To peer transit agencies To technology developments To the payments industry

Because it’s hard to predict exactly what the latest technology will be, we’re building the system with an open architecture where possible

Leveraging an Open Architecture Approach:

The system is being built out as a “minimum viable product” replacement, with the future scope roadmap in mind

Additional agencies, new functions, and other modules can be added to the existing foundation as needed

Years down the road when equipment and technology becomes obsolete, a new fare collection system can be built on the same foundation

FUTURE WORK

SYSTEM CONCEPT OPTIONS

• Stand-Alone Configuration/Change Management System

• Limited-Use Media Issuance• Third-Party Issued Media Acceptance• Head Signs / APC Integration• Other Transportation Connections

• Mobile Ride Services • Bike Parking • Carshare • EV Charging Stations • Bikeshare • Dynamic Carpooling

• Expansion to Other Agencies• Transit Parking Implementation

• Fully Integrated Parking Solution• Usage and Location Reporting

• Paratransit Integration w/ Scheduling• Full Vanpool Integration

• Billing and Reporting Functions• Bookkeeping Mobile App

• Kitsap Fast Ferries Reservations Integration

• Open Payments• Fare Capping and Loyalty Programs

Leverage open architecture to be able to expand to more features in the future

Transportation Needs of Immigrants and Refugees

Update and Follow Up Discussion

Transportation Needs AssessmentWhy? To document unique

needs To understand

differences between immigrants and refugees To take appropriate

action Completed by UW

Consulting Team

What barriers do immigrants and refugees face in

accessing transportation services in King

County?

Where Immigrants Live in King County

Where Refugees Live in King County

Countries of OriginImmigrants1. India2. China3. Mexico4. Vietnam5. Philippines6. Korea7. Canada8. Ukraine9. Ethiopia10. Taiwan

Refugees1. Ukraine2. Somalia3. Iraq4. Burma5. Bhutan6. Iran7. Russia8. Eritrea9. Ethiopia10. Moldova

Findings: Barriers and Needs

Top 3 barriers and needs: Cost Level of Transit

Service Language/

Information

Findings: Inter- and Intra-group Differences

Distinctions between immigrants and refugees: Community/Support Network Material resources Trauma/mental health Language differences

Distinctions between refugee communities: Geographic access to transit Cultural and gender norms Geopolitics (trauma)

Recommendations

1. Conduct Phase 2 of this Exploratory Needs Assessment. 2. Incorporate Approaches from Community-Based

Participatory Research in Further Studies on Immigrant and Refugee Transportation Needs.

3. Develop a “One Stop Shop” for Transportation Services Specific to Immigrant and Refugee Needs.

4. Address Transportation Cost Barriers and Prioritize Affordability.

Recommendations: “One-Stop Shop”

LANGUAGE SERVICES

TRIP PLANNING

ROUTE FINDING

Digital and Print Resource for

Transportation Services

What We Heard From You

• We administered feedback survey to gather

input and reactions from coalition

members and partners

• 100 survey responses

Thank you!!!

Who Do You ServeQ1 What Populations Respondents Serve

13%

28%

43%

61%

0% 10% 20% 30% 40% 50% 60% 70%

Not Sure

Neither

Refugees

Immigrants

What Did You Like• Graphics and visualizations• Easy to navigate• Intentional thinking around racial equity and study’s limitation • History and current state of immigrants and refugees and

differentiation • Clear barriers; clear recommendations• Recommendation for participatory framework shows “respect

for community members”

What is Missing

What is Missing• Details on the temporal or geographic

service gaps of transportation• More involvement from the community

members• “Take the time and resources

necessary to really engage with the targeted population and get real data on their needs and barriers. I was deeply disappointed with this work”

• Inclusion of all transportation agencies• Bright spots• How will the recommendations be

funded or implemented?• Deep dive in topics:

• Gender• Safety and built environment• Digital literacy• Fear and trust in government• Cross-jurisdictional .

Report’s Reach

• Report’s distribution

• 24 emailed to staff; 10 to external stakeholders

• 7 shared in newsletter; 6 in social media; 2 on

website

Report’s Impact

• # of respondents changed/in the process of changing:

• 24 – engagement/outreach strategies

• 14 – organization plans regarding transportation for

immigrants and refugees

• 12 – organization practices with regards to translating

external documents into multiple languages

Report’s Impact• “Made immigrant and refugee transportation a little bit higher

priority of School District Needs.”

• Will use to help “promote bike and scooter share in other cities.”

• Will take “this report into account when coordinating for and

writing our Regional Transportation Plan.”

• “We are already doing many of the things above, but I have a

renewed commitment to improve how we are doing this.”

Your Recommendations (Select 2)

7%

0%

56%

49%

35%

26%

0% 10% 20% 30% 40% 50% 60%

Another solution not mentioned

None of the above

Recommendation 4

Recommendation 3

Recommendation 2

Recommendation 1

Your Recommendations• Prioritize the recommendations and develop work plans in conjunction with feedback

from partners that have a stake in the outcomes. • Get through the planning process as soon as possible and start engaging and working

with community members. It is time for immediate action before people get priced out of living in the communities.

• One-stop shopping makes sense, right now transportation options are an endless maze with varying income and age requirements and/or restrictions. Older adults face a similar set of problems.

• Conducting more focus groups within the agencies.• Start researching grant funding opportunities to subsidize the costs for immigrant and

refugee riders and funding for information material translation.

What we are doing about it…

Inclusive Planning ProcessImprove how older adults, people with

disabilities, and caregivers find and secure transportation

Inclusive Planning Round 2 Projects Developing One-call/One-click “one-stop-

shop” business planMuch more intentional with immigrant and

refugee engagement

Creation of Community Transportation NavigatorsPartnership with immigrant and refugee

organizations to reach the hardest-to-reach

Produce Inclusive Planning ToolkitBest practices and lessons learned on

engagement

Accessible Travel Map For older adults & people

with disabilities, caregivers, and support staff 30+ transportation services

and resources in King County Available in Spanish New update in late 2019

Fare Affordability KCMC representation on King

County Metro’s Income-Based Fare Advisory Group

KCMC’s role: Information sharing Understand needs and share

findings with appropriate decision-makers

Build awareness of what does exist within the community

Public Transit Orientations (PTO) Hopelink Mobility offers one-

time group trips, showing clients how to use transit.

Primary partnerships with resettlement agencies.

Multi-modal and transfers.

Also offer one-on-one trip planning and training to staff

Next Steps

Incorporate all feedback into Inclusive Planning Round 2 projects and existing KCMC efforts

Further assess role of transportation affordability Explore funding opportunities to support ongoing participatory

engagement What else?

Questions?Thank you for

listening!

Staci HaberDirector, Mobility Management

(425) 943-6769shaber@hopelink.org

Quick Briefings

Mobility Manager Update

• KCMobility.Org website launch

• Preliminary feedback from KCMC

Communications Task Force

• Official launch in early September

Inclusive Planning Round 2 UpdateRound 2 Activities:

1. Advance One-Call One-Click project2. Create Marketing/Communications Plan3. Develop scope for Community Transportation

Navigators4. Develop Inclusive Planning Toolkit for

sustainability

Inclusive Planning Round 2 UpdateOne-Call/One-Click

• Conduct study in small region to connect people to/from healthcare

appointments and other essential needs

• Produce a business plan for the platform

Marketing and Outreach• Connect with emergency room social workers to glean experiences and insights

Inclusive Planning Toolkit

Inclusive Planning Round 2 Update

Upcoming meetingsSteering Committee: Wednesday, September 11th and November 13th

from 1:00 – 3:00 PM.

Work Groups: • Marketing & Outreach: Monday October 7th, and December 2nd from

10:00 – 11:30 AM.• One-Call/One-Click: Friday October 18th, and December 6th from

1:00 – 2:30 PM. • Inclusive Planning Toolkit: Monday August 26th, October 28th, and

December 9th from 1:00 – 2:30 PM.

Access to Healthcare Update• Providing guidance for Inclusive Planning grant

• Drafted project charter for an access to healthcare awareness campaign using vignettes

• Upcoming Meeting: October 2nd; 9:30am – 11:00am at Seattle Municipal Tower

Access to Work and School Update

• Successful launch of ORCA Comparison handout

• Next Committee project: targeted small business transportation outreach

• Upcoming Meeting: October 8th; 1:00pm – 2:30pm at Columbia City Library

E&O Update•Holding E&O Field Trip – Learn about:Sound Transit’s Connect 2020 periodSeptember 6th; 10:00am – 12:00pm at Union Station, Ruth Fisher Boardroom

RARET Emergency Management Update• Hosted Regional Emergency Transportation Coordination workshop in June

• Upcoming Project: Compiling winter driving resources for transportation providers

• Upcoming RARET Meeting: Wednesday September 25th,

10:00am to 12:00pm, Snohomish County Emergency Management

North KCMC Update• Pursuing Gaps Analysis Project to understand

transportation needs in North King County

• Partnering with King County Metro to host Guiding Principles Framework Workshop, on Monday August 26th

at Shoreline Hopelink

• Upcoming Coalition Meeting: Thursday, August 22nd –10:30am to 12pm at the Shoreline Hopelink

South KCMC Update• Held stakeholder interviews for member engagement and recruitment in July and August

• Drafted 2019 – 2021 SKCMC Action Plan with 16 potential project ideas

• Partnered with King County Metro to host Mobility Framework Workshop on Friday, August 16th at Renton Library

• Upcoming Meeting: Thursday, September 12th -10:30am to 12:00pm, KCHA Section 8 Office in Tukwila

Snoqualmie Valley Transportation Coalition Update

•Current project: 5 Year Transportation Plan; over 300 responses from the community on transportation priorities

•Upcoming task force meeting: September 13th, 10:30-12:00pm at the Sno-Valley Hopelink

Eastside Easy Rider Collaborative Update

• Welcome new Eastside Coordinator, Camille!

• Successful Mobility Coffee Talks in Issaquah, Redmond, and Kirkland. Next up: Bellevue!

• Upcoming EERC Meeting: Tuesday, September 24th–1:00pm to 2:30pm, Redmond City Hall

Save the Date:KCMC Quarterly Meeting +

Breakfast PotluckTuesday, November 19th from

9:30am to 11:30am at King County Chinook Building (Seattle)

Staci HaberKing County Mobility Manager

shaber@hopelink.org(425) 943-6769

Please contact us with any questions!