Access Services - Board Box4 B O A R D B O X I T E M # 2 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: KRISTINE HELIN, SENIOR ADMINISTRATIVE ASSISTANT, FINANCE RE: OUT OF STATE TRAVEL

Board Box MARCH 18, 2013

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR

MARCH 2013 A. COLAIACE 2-3

2. OUT OF STATE TRAVEL FOR FEBRUARY 2013 K. HELIN 4

3. ROLLING BOARD MEETING CALENDAR F. JEWELL 5

4. ADA DEMAND PROJECTIONS OVERVIEW M. AVANCENA 6-8

5. KEY PERFORMANCE INDICATORS JANUARY 2013 M. THOMPSON 9-13

6. FINANCIAL REPORT FOR JANUARY 2013 K. KUO 14-28

7. EXECUTIVE SUMMARY UPDATE FOR JANUARY

2013

S. CHANG/D. FOSTER/K. HAGEN/ L. PACHECO/M. AVANCENA

29-34

8. OPERATIONS REPORT FOR JANUARY 2013 M. THOMPSON 35-50

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BB OO AA RR DD BB OO XX II TT EE MM ## 11 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND

GOVERNMENTAL AFFAIRS RE: RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES

Federal Legislative Activities: I just returned from the annual APTA Legislative

Conference in Washington, DC. As always, it was a useful snapshot of the current

state of federal transportation policy. Here are some general impressions that I took

away:

The so-

It is unlikely that transit will see substantial increases in federal funding for the

next few years. The House of Representatives has even refused to fund the

inflationary increase included in the MAP-21 legislation that was passed last

year.

APTA is already preparing to influence the next Reauthorization Bill, since MAP-

21 expires in 2014. Their principles for the next bill were presented as a draft to

the APTA Legislative Committee. We are working to add some language

regarding funding for ADA paratransit to these principles.

In addition, attendees heard from a number of major transit policymakers, including

Secretary of Transportation Ray LaHood and FTA Administrator Peter Rogoff.

Legislative staff from House and Senate Committees also provided an interesting

In addition to attending these sessions, I participated in a meeting

Intergovernmental Issues Subcommittee on Saturday and the APTA Access

Committee the following day.

Local Legislative Activities: Matthew Avancena and I attended a meeting of the Los

Angeles Current Affairs Forum that featured Los Angeles County Supervisor Zev

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Yaroslavsky. The Supervisor, who will be termed out in 2014, said his main focus

going forward will be to expand the county's public transportation system and modify

its healthcare system to respond to the implementation of the Affordable Care Act.

He also complimented Los Angeles Mayor Antonio Villaraigosa's efforts to accelerate

the expansion of the region's public transportation system.

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 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: KRISTINE HELIN, SENIOR ADMINISTRATIVE ASSISTANT, FINANCE RE: OUT OF STATE TRAVEL FOR FEBRUARY 2013

The following is a list of out-of state paratransit meetings for February 2013. Mishawaka, IN, MV-1 Factory Tour & Training February 4 8, 2013 Mishawaka, IN The below mentioned Access Services staff traveled to Mishawaka, IN to attend a three day training that will help providers maintain the new MV-1 vehicle. To help understand how the MV-1mechanical assemblies can be serviced efficiently, an extensive plant tour was part of the training. Rick Streiff, Fleet Manager

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BB OO AA RR DD BB OO XX II TT EE MM ## 33 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, DEPUTY EXECUTIVE DIRECTOR, ADMINISTRATION RE: ROLLING BOARD MEETING CALENDAR

The following are items tentatively scheduled to be addressed by the Board through the next three regularly scheduled Board meetings. April 22, 2013 Item Description

Approve Extension C.A.R.E. Eligibility (AS-2441)

Approve Contract San Fernando Valley Service Area (AS-3341)

Approve Contract Demonstration Project Parents with Disabilities (AS-3403)

Approve Contract Telecom Consulting Services (AS-3419)

Approve Extension TAP Card Production (AS-3030)

Approve Extension StrataGen Software and Maintenance (AS-2366)

May 20, 2013 Item Description

Approve Purchase Fleet Purchase (AS-3415)

Approve Extension Eligibility Appeals (AS-2239)

Approve Contract Ridership Demand Forecasting (AS-3393)

June 24, 2013 Item Description

Approve Budget FY2013/14 Budget

Approve Appointments Audit Committee Appointments

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BB OO AA RR DD BB OO XX II TT EE MM ## 44 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: MATTHEW AVANCENA, MANAGER OF PLANNING AND

COORDINATION RE: ADA DEMAND PROJECTIONS OVERVIEW

Background Since 2003 Access Services has been working with the consulting firm HDR Decision

Economics Inc. to conduct its demand projections and determine paratransit

ridership growth.

HDR Decision Economics is recognized as one of the pioneers and an expert in the

specialized field of ADA paratransit demand. HDR has developed ADA paratransit

Washington Metropolitan Area Transit Authority (WMATA), Ph

Metro.

Part of the reason for hiring a consultant is a clarification letter issued on October 25,

2002, by the U.S. Department of Justice (DOJ) on behalf of the Department of

Transportation in the case of Anderson, et al. v. Rochester-Genesee Regional Transp.

Auth., et al., 337 F.3d 201 (2nd Cir 2003). That letter makes clear the federal

und, and implement a

next-day service to meet the foreseeable needs of all ADA-

The court case also highlighted the necessity of predicting paratransit ridership

demand that is based on sound economic, demographic, statistical and scientific

principles to the maximum extent possible. Therefore, Access has determined that it

is necessary to formalize and quantify its demand forecasting analysis through the use

of a consultant that has the appropriate qualifications, experience, and knowledge to

undertake this effort.

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Ridership projections developed by the consultant forms the basis for establishing

Plan, Long Range Transportation Plans and other projects which may require

extensive demand forecasting analysis.

Methodology Generally speaking there are six factors that affect demand (TCRP Report 119): 1. Population - Demand increases directly in proportion to the total population of

the area served.

2. Base Fare - Demand is highly sensitive to fares, possibly even more sensitive than general public transit demand.

3. Conditional Eligibility - Systems that have higher percentages of applicants found conditionaconditions) have lower demand.

4. Conditional Trip Determination - Systems that conduct trip-by-trip determination based on conditions of eligibility have much lower demand.

5. Poverty Level - High levels of poverty in a service area significantly depress demand.

6. Effective (On-Time) Window - Demand is highly sensitive to standards for on-- -ups using a wider window

have lower demand.

stimation model developed for Access takes the above into account but also includes the following factors: Complaint Rate - The complaint rate, defined as the number of passenger

complaints per one thousand passengers carried, reflects the quality of the service received by Access customers. Since demand is partly defined by the willingness to pay, it is expected that decreases in the complaint rate will result in increases in the number of trip requests.

Total Denial Rate - The total denial rate, defined as the percentage of trip requests that cannot be scheduled can be interpreted as the probability of not

to pay and hence demand.

Cancellations and No-Shows - A rider no-show occurs when a customer cancels a trip less than two hours before the scheduled pick-up time, or a customer does not show for a scheduled ride within five minutes of the driver arriving, as long as the driver arrived within the 20-minute pick-up window.

8

Un-Employment Level and Gas Prices - As unemployment and gasoline prices are expected to remain at high levels; the effect is to encourage people to use low-cost transportation alternatives such as public transit and paratransit which cause an increase in demand.

Cuts to local government services While difficult to track staff has anecdotal evidence to suggest that cuts to social service and local government agencies such as city Dial-A-Rides, Regional Centers and Adult Day Care services have caused an increase in the number of eligibility applications. As more applicants apply (and are found eligible for Access) ridership is expected to increase.

Ridership projections 5 Years

FY 2012 FY 2013 FY 2014 FY 2015 FY 2016 Vehicle Trips 2,509,097 2,655,097 2,777,267 2,846,239 3,005,079

% Change 9.8% 5.8% 4.6% 2.5% 5.6% Trips Denied 0 0 0 0 0 Cancellations 67,647 71,583 74,877 76,737 81,019 No-Shows 56,542 59,832 62,585 64,139 67,718 Passengers 3,275,324 3,465,908 3,625,386 3,715,422 3,922,767

% Change 9.8% 5.8% 4.6% 2.5% 5.6%

15 Years

FY 2013 FY 2014 FY 2015 FY 2016 FY 2017 FY2018 FY2019 Passengers 3,465,812 3,623,369 3,712,594 3,920,479 4,137,763 4,364,180 4,599,626

% Change 5.8% 4.5% 2.5% 5.6% 5.5% 5.5% 5.4%

FY 2020 FY 2021 FY 2022 FY 2023 FY 2024 FY 2025 FY 2026 FY 2027 4,841,946 5,088,048 5,333,759 5,576,578 5,812,016 6,037,167 6,238,377 6,408,421

5.3% 5.1% 4.8% 4.6% 4.2% 3.9% 3.3% 2.7%

9

BB OO AA RR DD BB OO XX II TT EE MM ## 55 MARCH 18, 2013 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 JANUARY 2013. The goal of this communication is to keep everyone informed of the current service performance level in the field. The operations team uses this and other performance information to monitor our

service that our customers are experiencing when using Access.

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11

12

13

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BB OO AA RR DD BB OO XX II TT EE MM ## 66

MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: KANDY KUO, MANAGER OF FINANCE RE: FINANCIAL REPORT FOR JANUARY 2013

Attached for your review are the financial reports for January 2013. Approved FY 2012/13 Budget to Actual Fiscal Year-to-Date Comparison: Passengers: 0.3% over budget Contract Revenue Miles: 0.03% under budget Trips: 0.4% over budget Completed Eligibility Interviews: 6.7% under budget Average Trip Distance: 0.4% under budget at 9.16 miles Total cost per Passenger (before depreciation): 1.0% under budget Administration Function is 6% under budget Eligibility Determination Function is 4.5% under budget Paratransit Operations Function is 0.2% under budget Attached are the following reports for your review: Statistical Comparison: January 2012 to January 2013 Expenses by Functional Area Budget to Actual Comparison of Statistics YTD Budget Results Graph: YTD PAX Cost Comparison Detailed Financial Reports

15

Expenses by Functional Area For the YTD Period Ending January 2013

% of Cost

YTD Actual

YTD Budget Variance

% Over <Under> Budget

% Over <Under>

Previous Yr

Paratransit Operations 89.7% $ 61,598,573 $ 61,736,180 $ (137,607) -0.2%

9.7%

Eligibility Determination 5.7% 3,930,582 4,116,409 (185,827) -4.5%

13.3%

CTSA/Ride Information 0.3% 201,239 210,977 (9,738) -4.6%

-13.6%

Administrative 4.3% 2,928,697 3,116,114 (187,417) -6.0%

-3.2%

Total Exp before Depreciation $ 68,659,091 $ 69,179,680 $ (520,589) -0.8%

9.2%

16

Statistics - - For the YTD Period Ended January 2013

YTD

Actual YTD

Budget Variance


% Over <Under>

Previous Yr

Number of Completed Cert Interviews 28,374 30,412 (2,038) -6.7% 2.8%

Number of PAX 2,013,298 2,007,441 5,857 0.3% 8.3%

Number of Contract Revenue Miles 14,139,377 14,144,160 (4,783) -0.03% 8.2%

Number of Trips 1,543,409 1,537,787 5,622 0.4% 8.3%

Average Trip Distance 9.16 9.20 (0.04) -0.4% -0.2%

Purchased Transportation Cost

Cost per Trip $ 36.27 $ 36.39 $ (0.12) -0.3% 1.3%

Cost per PAX $ 27.81 $ 27.88 $ (0.07) -0.2% 1.3%

Cost per Contract Rev Mile $ 3.96 $ 3.96 $ 0.00 0.0% 1.5% Total Cost per Pax before Depreciation $ 34.10 $ 34.46 $ (0.36) -1.0% 0.8%

17

Budget Results for FY 2012/2013

For the YTD Period Ending January 2013

YTD

Actual YTD

Budget

Variance Over <Under> Budget


% Over <Under>

Previous Yr Total Exp before Capital @ January 2013 $ 68,659,091 $ 69,179,680

$ (520,589)

-0.8%

9.2%

Revenue

Passenger Fares 3,787,676 3,565,303 (222,373) Other Revenue 233,295 263,416 30,121

Total Revenue 4,020,971 3,828,719 (192,252) -5.0% 7.7%

Capital Expenditures

Vehicles 130,785 130,795 (10) Other Capital Expenditures 262,040 261,838 202

Total Capital Expenditures $ 392,825 $ 392,633 192 0.05%

Under Budget @ January 2013 $ (712,649)

Adjustments:

Reserve Access to Work Program Budget 40,150

Reserve FTA Vehicle Disposal Proceeds over $5K 71,975 Reserve Audit with Children/Tethering Program Budget 113,479

Total Adjusted Under Budget YTD January 31, 2013 $ (487,045)

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YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12

33.96$ 33.76$ 33.82$ 33.80$ 33.73$ 33.81$ 33.82$

Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13

33.91$ 33.72$ 33.92$ 33.75$ 33.83$ 34.00$ 34.10$

$30.00 $30.50 $31.00 $31.50 $32.00 $32.50 $33.00 $33.50 $34.00 $34.50 $35.00

Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun

YTD Amounts for Period Ended January 2013

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Access Services Balance Sheet January 31, 2013 ASSET S Current Assets: Cash 22,911,971

Due from FTA 11,013,023

Due from MTA 18,646

CMAQ Grant Receivable 235,159

Accounts Receivable-Miscellaneous 50,624

Prepaid Expenses 3,740,567

Deposits 3,190

Total Current Assets 37,971,381

Long Term Assets:

Property and Equipment:

Vehicles & Vehicle Equipment 25,733,297

Office Furniture and Equipment 224,338

Computer & Telephone Equipment 2,909,785

Central Reservation Software/IVR 2,245,758

Leasehold Improvements 156,965

Total Property and Equipment 31,270,143

Accumulated Amortization & Depreciation (21,836,585)

Property and Equipment, Net 9,433,558

Deposits long Term

0

Total Long Term Assets

9,433,558

TOTAL ASSETS 47,404,939

20

Access Services Balance Sheet January 31, 2013 LIABILITIES AND NET ASSETS Current Liabilities: Accounts Payable-Trade 749,860

Accounts Payable-Providers 9,340,202

Insurance Reserve 1,986,862

Accrued Expenses 1,816,566

Total Current Liabilities 13,893,490

Other Liabilities:

Deferred Revenue 31,250,460

TOTAL LIABILITIES 45,143,950

Net Assets:

Temporarily Restricted 2,260,989

TOTAL LIABILITIES AND NET ASSETS 47,404,939

21

Access Services Incorporated Statement of Cash Flow For Period Ending January 31, 2012 Cash Beginning Balance 12/31/12 22,468,660

Cash Receipts:

Proposition C revenue from LACMTA 4,746,875

FTA funding received 6,090,690

Passenger fare/coupons/ID revenue 602,604

Interest income 1,625

Miscellaneous revenues 49,397

Total Cash Received 11,491,190

Cash Payments:

Vehicles/Vehicle equipment 79,378

Capital Equipment 41,995

Prepaid expenses/deposits 441,188

Payments to contract providers 8,960,619

Eligibility Determination expenses 275,558

Salaries and related benefits 672,537

Other expenses 576,604

Total Cash Payments 11,047,879

Increase (Decrease) in Cash Reserves 443,311

Cash Ending Balance 1/31/13 22,911,971

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.

22

ACCESS SERVICES

ST AT EMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending January 31, 2013

CURRENT CURRENT CURRENT YTD % of 12/13

MONTH MONTH VARIANCE YTD YTD V ARIANCE 2012-13 BUDGE T

ACT UAL BUDGET OV E R(UNDE R) ACT UAL BUDGET OV E R(UNDE R) BUDGET RE ACHE D

REVENUE SOURCES:

Funding Sources for Operating Expenses :

FY 12/ 13 Prop C & Section 5310 $112,810,180

FY 11/ 12 Carryforward - Unallocated (Estimated) 297,041

Subtotal - Funding Sources & Carryforward Funds 8,979,243 9,151,881 (172,638) 63,986,998 64,753,533 (766,535) 113,107,221 56.57%

Funding Sources for Capital & Committed Expenses :

FY 12/ 13 Prop C 6,438 6,438 0 75,022 75,002 20 2,367,320 3.17%

Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 317,803 317,631 172 2,745,665 11.57%

Section 5317 for New Freedom Grant 7,663 0 7,663 60,877 0 60,877 96,836 62.87%

JARC Grant (Access to Work) 27,511 0 27,511 236,505 236,505 0 $319,514

Prior Fiscal Years - Allocated Carryforward Funds - Expenses 114,273 188,690 (74,417) 353,740 360,923 (7,183) 2,298,543 15.39%

FY 11/ 12 Allocated Funds - Veh Proceeds > $5K 357,032

Section 16 Capital Funds - FY 09/ 10 (80% of $700,000) 0 0 0 0 0 0 531,180 0.00%

Subtotal - Funding Sources & Carryforward Funds 155,885 195,128 (39,243) 1,043,947 990,061 53,886 8,716,090 11.98%

Interest/ Miscellaneous Income 6,771 10,000 (3,229) 39,885 70,000 (30,115) 120,000 33.24%

Disposal of Vehicles 3,225 3,225 0 193,410 193,416 (6) 250,000 77.36%

Passenger Fares 570,001 504,740 65,261 3,787,676 3,565,303 222,373 6,214,866 60.95%

T OT AL - REVENUE FUNDING SOURCES 9,715,125 9,864,974 (149,850) 69,051,916 69,572,313 (520,397) 128,408,177 53.78%

Less : Total Capital Expenditure During FY 12/ 13 (6,438) (6,438) (392,825) (392,825)

Revenue Recognition for FY 10/ 11 Depreciation 393,114 393,114 2,885,567 2,885,567

T OT AL - REVENUE RECOGNIT ION 10,101,800 9,864,974 236,826 71,544,658 69,572,313 1,972,345 128,408,177

23

ACCESS SERVICES






EXPENDIT URES:

PARAT RANSIT OPERAT IONS - DIRECT COST

Purchased Transportation Services - Regular Trips 7,717,367 7,798,963 (81,596) 54,650,501 54,488,530 161,971 95,012,798 57.52%

Purchased Transportation Services - Adults With Children 0 16,425 (16,425) 0 113,459 (113,459) 457,243 0.00%

Purchased Transportation Services - Access To Work 55,072 53,159 1,913 331,534 371,684 (40,150) 1,401,474 23.66%

Communications - Telephone/ Data Transmission 128,911 117,474 11,437 916,588 822,319 94,269 1,409,690 65.02%

Phone & Computer System Maintenance/ License & Consulting 87,376 94,852 (7,476) 632,743 668,556 (35,813) 1,170,801 54.04%

Salaries & Related Benefits - Customer Svc & Complaint Response 56,731 58,520 (1,789) 374,501 403,618 (29,117) 692,604 54.07%

Total Customer Service & Complaints 56,731 58,520 (1,789) 374,501 403,618 (29,117) 692,604 54.07%

Salaries & Related Benefits - Operations Monitoring Center 51,685 51,258 427 348,401 353,563 (5,163) 606,706 57.42%

Contracted Call Center 19,721 22,400 (2,679) 153,514 179,000 (25,486) 291,000 52.75%

OMC Weekend and Holiday Services 4,500 4,500 0 31,500 31,500 0 54,000 58.33%

Vehicle Cost - Direct 896 1,885 (989) 3,389 4,635 (1,246) 135,000 2.51%

Community Events and Materials-Safety Incentive Program 2,827 2,827 (0) 69,410 69,425 (15) 91,241 76.07%

Office Rent 14,877 14,871 6 104,137 104,094 43 178,447 58.36%

Insurance - Commercial 368,566 388,153 (19,588) 2,581,508 2,717,073 (135,565) 4,657,841 55.42%

Travel & Conference 0 0 0 0 0 0 4,500 0.00%

Other Professional Expense 18,709 18,710 (1) 79,086 78,078 1,008 141,618 55.84%

Integrate Access Services to 511 (LA SAFE) 0 0 0 0 0 0 38,659 0.00%

Office Supplies 576 702 (126) 3,640 4,914 (1,274) 8,424 43.21%

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

Security Contract - Metro/ LASD 14,194 16,667 (2,473) 99,356 116,667 (17,311) 200,000 49.68%

T ota l - Para transit Opera tions - Direct Cost 8,542,009 8,661,366 (119,357) 60,379,807 60,527,115 (147,308) 106,702,045 56.59%

24

ACCESS SERVICES






PARAT RANSIT OPERAT IONS - INDIRECT COST

Salaries & Related Benefits - Operations 122,844 115,134 7,709 841,028 797,987 43,041 1,368,885 61.44%

Communications - Telephone & Data Transmission 3,586 4,445 (859) 25,187 31,115 (5,928) 53,340 47.22%

Other Professional Expense 0 0 0 0 0 0 6,141 0.00%

Vehicle Costs - Indirect 2,195 3,295 (1,100) 27,246 29,955 (2,709) 46,000 59.23%

Customer Satisfaction/ Free Fare Phone Survey 0 0 0 20,000 20,000 0 40,000 50.00%

Metro Studio Design/ Marketing Services 7,400 9,583 (2,183) 55,451 67,083 (11,632) 115,000 48.22%

Equipment/ Other Rental 872 0 872 872 0 872 0 n/ a

Office Rent 8,025 8,025 0 56,173 56,173 0 96,296 58.33%

Insurance - Commercial 1,427 1,603 (176) 9,825 11,223 (1,398) 19,240 51.07%

Travel and Conference 0 0 0 10,132 10,150 (18) 14,000 72.37%

Office Supplies 545 666 (121) 3,264 4,662 (1,398) 7,992 40.84%

Community Events and Materials 3,289 4,240 (951) 50,166 57,810 (7,644) 98,000 51.19%

Publications/Printed Materials - Riders Communication 8,408 14,925 (6,517) 74,404 74,575 (171) 166,525 44.68%

Postage/ Mailing 2,199 2,708 (509) 43,917 47,118 (3,202) 65,500 67.05%

Professional Memberships 138 173 (36) 1,102 1,213 (111) 2,080 52.99%

T ota l - Para transit Opera tions - Indirect Cost 160,928 164,798 (3,871) 1,218,766 1,209,065 9,701 2,099,000 58.06%

T ota l - Para transit Opera tions Cost 8,702,936 8,826,164 (123,228) 61,598,573 61,736,180 (137,607) 108,801,045 56.62%

25

ACCESS SERVICES






OT HER ACT IVIT IES

ELIGIBILIT Y DET ERMINAT ON

Salaries & Related Benefits - Certification & Appeals 30,227 36,766 (6,539) 220,212 254,391 (34,179) 436,438 50.46%

Eligibility and Appeal Contracts 231,900 228,765 3,135 1,651,299 1,692,947 (41,648) 2,909,760 56.75%

Purchased Transportation Services - Certification Trips 148,072 146,700 1,372 1,003,255 1,139,460 (136,205) 1,969,980 50.93%

Transportation Cost - Tethering Trips 112 113 (1) 1,335 1,336 (1) 15,000 8.90%

Travel Training 45,644 42,880 2,764 305,299 300,157 5,142 514,555 59.33%

Tether Strap Project 14,984 14,985 (1) 111,390 111,410 (20) 308,479 36.11%

Other Professional Expense 0 167 (167) 394 1,167 (773) 2,000 19.70%

Communications - Telephone/ Data Transmission 8,319 7,043 1,275 56,218 49,303 6,914 84,520 66.51%

Vehicle Costs - Mobile Certification 0 0 0 0 0 0 250 0.00%

Repairs & Maintenance 0 117 (117) 0 817 (817) 1,400 0.00%

Office Rent 4,629 4,635 (6) 32,407 32,443 (36) 55,617 58.27%

Insurance - Commercial 4,117 4,308 (191) 28,586 30,156 (1,570) 51,696 55.30%

Business Meetings & Meals 64 0 64 102 0 102 0 n/ a

Travel and Conference 0 0 0 1,305 1,300 5 12,000 10.88%

Office Supplies 448 549 (101) 2,552 3,843 (1,291) 6,588 38.74%

Publications/Printed Materials 78,377 74,483 3,894 408,454 412,361 (3,907) 691,876 59.04%

Postage/ Mailing/ Courier 13,651 12,167 1,485 107,636 85,167 22,469 146,000 73.72%

Professional Memberships 17 22 (4) 138 152 (14) 260 52.98%

Subtota l - Eligibility De termina tion 580,560 573,698 6,862 3,930,582 4,116,409 (185,827) 7,206,419 54.54%

26

ACCESS SERVICES






CT SA FUNCT ION

EDUCAT ION AND T RAINING

Salaries & Related Benefits - CTSA 8,927 6,133 2,794 44,500 42,560 1,939 73,003 60.96%

Scholarships Programs, Education & Training Seminars (2,130) 1,330 (3,460) 19,268 25,344 (6,076) 45,000 42.82%

Communications - Telephone 201 274 (74) 1,418 1,919 (501) 3,290 43.11%

Office Rent 617 617 (0) 4,321 4,321 0 7,407 58.33%

Insurance - Commercial 29 32 (4) 196 225 (28) 385 51.06%

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

Office Supplies 142 174 (32) 796 1,218 (422) 2,088 38.12%

Community Events and Materials 80 250 (170) 601 1,750 (1,149) 3,000 20.05%

Publications/Printed Materials 0 167 (167) 0 1,167 (1,167) 2,000 0.00%

Postage/ Mailing 440 542 (102) 3,149 3,792 (643) 6,500 48.44%


Subtota l - Educa tion and T ra ining 8,322 9,541 (1,218) 74,387 82,447 (8,060) 144,934 51.32%

ACCESS RIDE-INFORMAT ION

Salaries & Related Benefits - Ride-Information 16,077 15,100 976 102,430 104,514 (2,084) 179,300 57.13%

Communications - Telephone 1,498 1,249 249 10,090 8,744 1,345 14,990 67.31%

Phone & Computer System Maintenance/ License & Consulting 150 167 (17) 1,050 1,167 (117) 2,000 52.50%

Office Rent 1,482 1,482 (0) 10,370 10,376 (6) 17,788 58.30%

Office Supplies 96 117 (21) 554 819 (265) 1,404 39.48%

Publications/Printed Materials 0 0 0 1,591 2,000 (409) 2,000 79.55%

Postage/ Mailing 88 108 (20) 630 758 (129) 1,300 48.44%


Subtota l - R ide -Information 19,407 18,245 1,162 126,852 128,530 (1,677) 219,042 57.91%

Subtota l - CT SA Function 27,729 27,786 (57) 201,239 210,977 (9,738) 363,976 55.29%

T ota l - Other Activities 608,289 601,484 6,806 4,131,821 4,327,386 (195,565) 7,570,395 54.58%

27

ACCESS SERVICES






ADMINIST RAT IVE

Salaries & Related Benefits 286,982 288,003 (1,020) 1,912,385 2,024,433 (112,048) 3,536,955 54.07%

Communications - Telephone & Data Transmission 2,827 3,667 (841) 19,911 25,672 (5,761) 44,010 45.24%

Office Rent 21,295 21,687 (392) 150,063 151,810 (1,747) 260,244 57.66%

Insurance - Commercial 10,806 10,752 54 72,928 75,265 (2,336) 129,027 56.52%

Office Supplies 1,628 2,867 (1,239) 13,877 21,754 (7,877) 36,089 38.45%

Other Professional Services 55,740 81,947 (26,206) 562,287 602,662 (40,375) 1,262,180 44.55%

Public Notice Advertising Expenses 47 0 47 13,905 10,000 3,905 10,000 139.05%

Equipment/ Other Rental 197 333 (137) 961 2,333 (1,372) 4,000 24.03%

Repairs & Maintenance 3,947 4,417 (470) 29,170 30,917 (1,747) 53,000 55.04%

Postage/ Mailing/ Messenger 4,616 5,858 (1,243) 34,202 41,308 (7,107) 70,600 48.44%

Publications/ Printed Materials/ Copying 70 2,083 (2,014) 11,639 14,912 (3,273) 25,329 45.95%

Network Support/ Supplies 6,343 5,750 593 53,729 52,450 1,279 99,000 54.27%

Subscription/ References 0 250 (250) 931 1,750 (819) 3,000 31.04%

Professional Memberships 550 362 188 2,645 2,532 113 4,340 60.95%

Board and Advisory Committee Compensation 650 1,083 (433) 20,459 25,293 (4,835) 45,000 45.46%

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

Business Meetings & Meals 565 883 (318) 4,106 6,183 (2,077) 10,600 38.74%

Travel and Conference 273 273 (0) 22,141 22,133 8 62,500 35.43%

Mileage and Parking 153 333 (180) 940 2,333 (1,394) 4,000 23.49%

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

Other Expenses - bank charges, tax filing fees, etc. 773 339 434 2,418 2,374 44 4,069 59.43%

T ota l - Administra tive Expense 397,461 430,889 (33,427) 2,928,697 3,116,114 (187,417) 5,729,943 51.11%

T OT AL EXPENSES BEFORE AMORT . & DEPRECIAT ION 9,708,687 9,858,536 (149,850) 68,659,091 69,179,680 (520,589) 122,101,383 56.23%

Amortization and Depreciation Expense 393,114 0 393,114 2,885,567 0 2,885,567 0

T OT AL EXPENSES AFT ER AMORT . & DEPRECIAT ION 10,101,800 9,858,536 243,264 71,544,658 69,179,680 2,364,978 122,101,383

28

ACCESS SERVICES






CAPIT AL EXPENDIT URES

Property & Equipment 6,438 6,438 0 392,825 392,633 192 5,652,721 6.95%

T ota l - Capita l Expenditures 6,438 6,438 0 392,825 392,633 192 5,652,721 6.95%

Less: Amortization and Depreciation Expense (393,114) 0 (393,114) (2,885,567) 0 (2,885,567) 0

T OT AL EXPENSES AND CAPIT AL EXPENDIT URES 9,715,125 9,864,974 (149,850) 69,051,916 69,572,313 (520,397) 127,754,104 54.05%

Uncommitted Carryforward from FY 11/ 12 (Estimated) 0 297,041

Sales of Veh. Proceeds over $5,000 Rollover from FY 11/ 12 0 357,032

T OT AL 9,715,125 9,864,974 (149,850) 69,051,916 69,572,313 (520,397) 128,408,177 53.78%

PROPERT Y AND EQUIPMENT

29 VEHICLES - Minivan (Fleet Replacement) ($45,000 each) 0 0 0 0 0 0 1,305,000 0.00%

11 Type II Cutaway (Fleet Replacement) ($73,500 each) 0 0 0 0 0 0 808,500 0.00%

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

SUBTOTAL - VEHICLES - FY 12/13 0 0 0 0 0 0 2,698,500

26 VEHICLES - Minivan SECTION 16 (Fleet Replacement) ($45,000 each) 0 0 0 0 0 0 1,170,000 0.00%

1 VEHICLE - Minivan (Fleet Replacement) ($42,152 each) 0 0 0 42,144 42,152 (8) 42,152 99.98%

Vehicle Related Equip (ATW grant) 0 0 0 88,642 88,643 (1) 208,680 42.48%

Vehicle Related Equip (AWC grant) 0 0 0 0 0 0 9,497 0.00%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 0 0 0 130,785 130,795 (10) 1,430,329

TELECOM EQUIPMENT 3,908 0 3,908 12,464 8,556 3,908 8,556

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 2,530 6,438 (3,908) 62,558 66,446 (3,888) 200,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 12/13 6,438 6,438 0 75,022 75,002 20 208,556

TETHER STRAPS & MARKING PROGRAM CAPITAL 0 0 0 0 0 0 81,494 0.00%

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 0 0 0 10,406 10,224 182 10,224 101.78%

REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 0 0 0 0 0 0 442,764 0.00%

UNIVERSAL FARE SYSTEM/TECH ENHANCEMENTS 0 0 0 0 0 0 0 n/ a

CENTRALIZATION SOFTWARE/IVR 0 0 0 176,612 176,612 (0) 780,854 22.62%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 0 0 0 187,018 186,836 182 1,315,336

T OT AL CAPIT AL EXPENDIT URES 6,438 6,438 0 392,825 392,633 192 5,652,721 6.95%

29

BB OO AA RR DD BB OO XX II TT EE MM ## 77 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: ACCESS SERVICES MANAGEMENT STAFF RE: EXECUTIVE SUMMARY UPDATE FOR JANUARY 2013

STEVE CHANG DEPUTY EXECUTIVE DIRECTOR, OPERATIONS

The new 25 cents fare increase went into effect on January 1, 2013. Access customers will now pay a fare of $2.50 for trips between 0 to 19.9 miles and $3.25 for trips with 20 or more miles. With 215,605 trips completed in January, we finished the month at 1.0% below projected trip demand. System on-time performance was 90.9% with 0.11% Late4. Adept software user forum was formed to help facilitate discussions between service providers, software developers, and Access staff on outstanding issues relating to Adept and to the Northern region software implementation. Project Administrators have developed short term strategic plans for each of their assigned contractors to guide them through the second half of the fiscal year. The strategic plans contain action steps that focus on maintaining service quality and meeting annual performance goals. Rogelio Gomez Project Administrator, Eastern and Northern Regions

Eastern Region

In late January, San Gabriel Transit (SGT) partici

awareness to service provider trainers on securement procedures for mobility devices that are unique in design. The call center representatives also received customer

training department was also in full swing training a large group of new drivers ready for service in February. From a performance perspective, San Gabriel Transit completed 60,030 trips with an on-time performance of 92.6% with 0.04% Late4.

Northern Region

In early January, Access Service Operation Supervisor in conjunction with the MV Transportation Road Supervisors from the Northern region conducted random mobility device securement audits. These kinds of quality checks are performed quarterly to ensure drivers deliver quality and safe services to Access customers. MV Transportation staff also conducted safety meetings with drivers that focused on defensive driving as well as safe boarding procedures. From a performance

30

perspective, MV Transportation completed 42,764 trips in the Northern region with an on-time performance of 84.8% and 0.4% Late4. MV Transportation staff continued to learn from the new software and make appropriate adjustments to enhance performance. Alfredo Torales Project Administrator, Southern and Santa Clarita Regions

Southern Region

Global Paratransit Inc., service provider for the Southern region, completed 70,094 trips. The on-time performance for the region was 92% with 0.02% Late4. In January, Access Operations Supervisors conducted two audits: Dispatch / Call Center File Audit and the Driver Continuous Training File Audit. These two audits examine the

on of training requirements for both call center staff and vehicle operators. Operations Supervisors determined that all requirements were met for both groups. On January 28-29, provider staff attended an Advanced Wheelchair Securement Class hosted by Access. Access Operations Supervisors supplied provider training staff with the most up-to-date information and knowledge on

customers are transported as safely as possible.

Santa Clarita Region

Santa Clarita Transit, service provider for the Santa Clarita region, completed 3,118 trips. Year-to-date, the region has provided 22,971 trips. Reservations phone lines went down in the region on January 3-4 due to weather. The City of Santa Clarita is examining options to minimize similar disruptions in the future. Reservation hold times for the month averaged 57 seconds, while only 3.5% of all calls were on hold for over 5 minutes. On January 24, Santa Clarita provider staff attended an Access-hosted meeting with call center and dispatch staff from all the regions. The bi-monthly meeting allows all regional staff the opportunity to tackle issues together and obtain guidance on policy and procedures from Access. Geoffrey Okamoto Project Administrator, West Central and Antelope Valley Regions

West Central Region

For the month of January, California Transit, Inc. achieved ZERO at fault collisions. A total of 32,846 trips were completed for the West Central region. California Transit performed at 92.2% on-time and 0.07% Late4s.

With peak season approaching (March) CTI has since began preparing for two major events, the Abilities Expo at the Los Angeles Convention Center and the LA Marathon. Both events will take place on the weekend of March 15 through 17.

In an effort to reduce no shows in this region CTI will work with the Access regional team to provide new or revised pick up locations for frequently no showed pick up locations. To improve customer service and better utilization of resources CTI wants to be proactive in finding solutions for difficult to find locations. Nearly doubling their

31

ore serious incidents from the Smart Drive events.

Antelope Valley

Diversified Transit (DT), the service provider for the Antelope Valley region, experienced ZERO accidents or incidents for the month of January. DT completed 6,489 trips for the region. Despite the high trip count, DT managed to meet and exceed the Access on-time performance standards and finished the month at 94.4% and 0.03% Late4.

Working diligently with Smart Drive, DT discovered some of the SmartDrive hardware being too sensitive. SmartDrive representative quickly made proper adjustments to their equipment and also reviewed the entire Access dedicated fleet to ensure there were no other concerns. For three weeks (non-consecutive), DT did not trigger any Category 4 events. DT averages only one triggered Category 4 event per week. Congratulations to the DT team! Kurt Hagen Manager of Eligibility

The number of certified Access riders continues to rise. In January 2013, the number of certified Access riders stands at 133,554; this figure is up 911 certified riders from December 2012. Furthermore, there were 119,727 in January 2012. This accounts for an increase of approximately 10% during this one year period from January 2012 to January 2013 (representing a difference of 13,827 certified Access riders).

Access staff participated in a Two-Day ADA Eligibility Workshop on January 16 and 17, 2013 conducted by Navigator Mobility Consulting. The course reviewed ADA paratransit eligibility criteria and requirements. Several alternative eligibility determination processes were discussed, with a focus on in-person interview and assessment techniques (this is the framework used by Access for eligibility determination). The workshop further discussed the concepts of trip-by-trip eligibility, travel training and mobility management programs.

workshop, as well. Furthermore, the participants of the workshop were provided a guided tour of the CARE facility on day two on the workshop.

The 2013 Abilities Expo will be held from March 15 through March 17, 2013, at the Los Angeles Convention Center. For over 30 Years, the Abilities Expo has been the "one stop shop" for information for persons with disabilities interested in learning about new solutions and opportunities to affect change in their lives. As has been done in the past, CARE staff will be on hand throughout the Abilities Expo to provide free marking and tethering services for participants of the Expo. All those interested in receiving the services need only come to the Metro/Access booth to request the marking and tethering services. Furthermore, Eligibility staff will be among those on hand at the Access booth to provide information to Expo participants.

32

DAVID FOSTER, MANAGER OF CUSTOMER SUPPORT SERVICES Customer Service, Customer Support and Customer Care Update

Customer Support Center (Customer Service and OMC) The New Year hit the Call Center with a bang! January 2013 saw a significant increase in call volume over December. The OMC queue registered 6,894 calls, which equates to an 11% increase from December. Additionally, there was an increase in calls for immediate assistance but a lower number of requests for backup vehicles; this can be attributed to a higher percentage of service issues being resolved between OMC and Provider Staff without the need for Backup assistance. A total of 301 backup trips were requested, more than half, 173 backup trips were serviced by an overflow driver. For the second month in a row the Average Initial Hold Time for the OMC queue was 3 and half minutes.

The number of Tap calls increase in January 7,559 which is a 40% increase from December. In terms of Customer Service calls, total answered calls were 12,780 with 6,309 callbacks. This gives us a grand total of 19,089. This equates to a 24% increase from the previous month. The Average Initial Hold Time for Customer Service for January was well below the standard at just over 4 and half minutes. Total number of calls that came through the Call Center in January was 33,542.. On a final note Call Center staff received a total of 18 commendations from satisfied customers. Effective February 4th, Access will be outsourcing all calls regarding the Access TAP ID Card as an additional step in managing call volume to improve hold times. Access conducted training for Southland Transit, Inc. (STI) call center staff in January in

information and an overview of the transition.

Customer Care Customer Care started the year with a total of 596 complaints submitted by our customers in the month of January 2013. This was an 11% increase from December which is a change from the previous moLooking forward to the month of February it will be interesting to see the impact of the TAP calls to STI, because the lower hold times and call volume may impact the amount of number and type of tickets filed. For example, with lower hold times, more customers may file Smiles/Commendations. Additionally, the outsourcing of TAP calls will allow more customer communication and education which may decrease policy related complaints. It will be interesting to assess in the upcoming months how complaints trend.

As of now, seven months into this fiscal year, we now have just under 5,000 tickets with a monthly average of 705. Accounting for 52% of all complaints this month were our top three complaint types, Conduct, Urgent and Discourteous. Many of these incidents our related to driver and customer interaction since they are essentially the face of Access Services or pickup related issues such as customers not waiting at the correct location or drivers failing to arrive as instructed. Although small in number in relation to trips, Customer Care continues to track these incidents to address immediately for proper handling and possible remedies. Compared to all other ticket classification, Commendations continues to stand out with the highest amount of tickets with 178 compliments to staff and service provided for January.

33

LUIS PACHECO, SAFETY ANALYST

SmartDrive

In the month of January 2013, SmartDrive events per every 1,000 miles decreased the second month in a row from 6 to 5.78. The average percentage of total coachings increased to 69%. In the last week of January Global Paratransit Inc., California Transit, Inc., and Diversified all coached 100% of the category 4 events. Coaching is a key component of the SmartDrive safe driver philosophy in that it corrects unsafe habits and encourages safe driving practices.

Driver Incentive Program

Year 2013 is off to a great start as more drivers practice safe driving skills while transporting our customers.

Starting off the year right is Global Paratransit, Inc., (GPI) who has had 14 drivers reach the top milestone of 100,000 safe miles driven with no accidents or safety related incidents. Each driver will receive 4 tickets to Disneyland, and a paid day off for their hard work. Additionally 215 GPI drivers will also be rewards from backpacks to jackets to watches.

Our northern region contractor MV Transportation (MV) has also produced its first driver to reach 100,000 mile award level. Right behind are 13 drivers that are already at 90,000 safe miles, 36 drivers at 80,000 safe miles, 27 drivers at 70,000 safe miles, and they too will be rewarded for this great accomplishment.

Preparations are in progress to honor these top safe drivers with an awards presentation at each contractor site.

34

Mobility Management Statistics Report, February 2013

MonthTotal

Number

of Calls

Services

Wanted

From

Mobility

Database

Services

Provided to

Non-Access

Customers

February 188 74 (39%) 12 (6%) 39 (21%) 62 (33%) 0 (0%) 1 (1%) 88 22

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 February 2013, calls to the Mobility Management department decreased by 39% from the previous month with a total of 188 calls received. Of the 188 calls logged, staff spoke with or contacted via email with 86 customers. While the remaining calls were voice-mail messages or phone numbers that were no longer in service or disconnected 12% of the calls received in November (22 calls) were from non-Access Customers requesting resource referrals. The Mobility Management Department participated in one presentation and two meetings in February.

t the Harboenhance the quality of life for both the client and their family members. In attendance at the meeting were social workers, personal care attendants and those who work directly with persons with developmental disabilities. The meeting closed with a

Guide. They were also advised to address their concerns and questions with the Access customer service department. Stephen Wrenn and Matthew Avancena also met with Ana Clark, Manager of Public Health Programs and Janice Milligan, Director of Public Programs for Health Net Insurance. The purpose of the meeting was to explain in detail how Access provides services for County residents and to discuss potential collaboration opportunities with Health Net. The second meeting was with Laura Guzman, Resource Coordinator with the Braille Institute. We discussed issues with the low vision and visually impaired Spanish speaking clients.

35

BB OO AA RR DD BB OO XX II TT EE MM 88

MARCH 18, 2013

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, OPERATIONS ANALYST RE: OPERATIONS REPORT FOR JANUARY 2013

Below is a summary of the key operating statistics for JANUARY 2013, as well as, operation data for the previous month (DECEMBER 2012) and Year to Date (YTD):

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD

Total Trips 215,605 202,648 6.4% 1,543,409 Passengers per Vehicle Trip 1.30 1.31 -0.8% 1.30 Average Trip Distance 9.3 9.4 -1.6% 9.2 Total Calls to Providers 349,949 427,185 -18.1% 2,766,454 Average Initial Hold Time (seconds) 82 90 -8.9% 78 % of Calls on Hold More Than 5 minutes 6.7% 8.3% -1.6% 6.9%

On-Time Performance 90.9% 89.6% 1.3% 90.6% Late 4 Trips 0.11% 0.05% 0.6% 0.09% Total number Registered Customers 133,554 132,648 0.7% 133,554

36

MONTHLY PROVIDER SUMMARY: ALL TRIPS (including OMC Dispatched Backup Trips)

Passengers Trips Passengers per Trip

Eligible Passengers

per Trip System Wide

DEC-12 265,794 202,648 1.31 1.01 JAN-13 279,350 215,605 1.30 1.00

% Change 5.1% 6.4% -0.8% -1.0%

SGT Eastern Region DEC-12 74,491 55,763 1.34 0.95 JAN-13 79,094 60,030 1.32 0.94

% Change 6.2% 7.7% -1.5% -1.1%

GPI Southern Region DEC-12 88,249 66,619 1.32 1.03 JAN-13 91,828 70,094 1.31 1.02

% Change 4.1% 5.2% -0.8% -1.0%

CTI WC West Central Region DEC-12 41,135 30,777 1.34 1.03 JAN-13 43,175 32,846 1.31 1.02

% Change 5.0% 6.7% -2.2% -1.0%

MV - San Fernando Valley Region DEC-12 50,219 40,558 1.24 1.02 JAN-13 52,207 42,767 1.22 1.01

% Change 4.0% 5.5% -1.6% -1.0%

DT AV Antelope Valley Region DEC-12 7,823 5,715 1.37 1.03 JAN-13 9,014 6,489 1.39 1.04

% Change 15.2% 13.5% 1.5% 1.0%

SCT Santa Clarita Region DEC-12 3,584 2,955 1.21 1.03 JAN-13 3,746 3,118 1.20 1.02

% Change 4.5% 5.5% -0.8% -1.0%

37

PROVIDER SERVICE SUMMARY PROVIDER MONITORING

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 28 50 30 SGT Eastern Region 8 34 11 GPI Southern Region 12 12 11 CTI West Central Region 2 2 3 MV Transit San Fernando Valley Region 5 2 5 DT Antelope Valley Region 1 0 1 SCT Santa Clarita Region 0 0 1

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

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 36 65 56 SGT Eastern Region 29 13 12 GPI Southern Region 0 13 7 CTI West Central Region 10 9 5 MV Transit San Fernando Valley Region 7 17 18 DT Antelope Valley Region 10 12 8 SCT Santa Clarita Region 3 1 7

* 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*

Current Quarter

Previous Quarter

Equal to or Shorter than Comparable Fixed Route Trip 88.5% 92.2% 1-20 Minutes Longer than Fixed Route Trip 8.2% 6.1% 21-40 Minutes Longer than Fixed Route Trip 2.6% 1.3% 41-60 Minutes Longer than Fixed Route Trip 0.3% 0.1% 60 Minutes Longer than Fixed Route Trip 0.3% 0.3%

*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.

38

NORTH COUNTY TRANSFER TRIPS North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 372 354 344 Transfer Point to Antelope Valley 317 286 274 Santa Clarita to Transfer Point 128 99 131 Transfer Point to Santa Clarita 101 87 111

Systemwide Mobility Device

Previous

YTD- Securement Incidents Current Month Average Total Reported Incidents 0 0 0.0 Total Reported Incidents with Bodily Injury 0 0 0.0

SGT Eastern Region 0 0 0.0 GPI Southern Region 0 0 0.0 CTI West/Central Region 0 0 0.0 MV Transit San Fernando Valley Region 0 0 0.0 DT Antelope Valley Region 0 0 0.0 SCT Santa Clarita Region 0 0 0.0

COMMUNICATIONS Previous YTD- Providers: Monthly Calls Current Month Average All PROVIDER TOTAL 349,949 427,185 392,874 SGT Eastern Region 93,878 107,177 102,103 GPI Southern Region 125,007 133,678 128,348 CTI West Central Region 89,509 91,440 88,056 MV Transit San Fernando Valley Region 69,158 79,836 65,533 DT Antelope Valley Region 14,451 12,042 12,214 SCT Santa Clarita Region 2,946 3,012 3,049

Previous YTD- Customer Service/OMC Calls Current Month Average Customer Service Calls Answered* 28,484 23,944 22,704 Ops. Monitoring Center Calls Answered 8,382 7,951 7,546 Ride Info Calls Offered 563 526 801 *The data above includes the number of TAP calls and Customer Service calls received by Access and STI.

39

Average Initial Hold Times Standard -Not to Exceed 120 Seconds and % Calls on

Previous

YTD-

Hold > 5 mins Systemwide Current Month Average Average Initial Hold Time 82 90 78 % of Calls On Hold More Than 5 minutes 6.7% 8.30% 6.9% SGT Eastern Region Average Initial Hold Time 69 98 74 % of Calls on Hold More Than 5 minutes 6.20% 12.00% 7.7% GPI Southern Region Average Initial Hold Time 66 73 72 % of Calls on Hold More Than 5 minutes 2.8% 3.40% 5.8% CTI West Central Region Average Initial Hold Time 37 36 50 % of Calls on Hold More Than 5 minutes 1.6% 1.90% 3.3% MV Transit San Fernando Valley Region Average Initial Hold Time 191 175 131 % of Calls on Hold More Than 5 minutes 22.7% 21.30% 11.7% DT Antelope Valley Region Average Initial Hold Time 57 58 63 % of Calls on Hold More Than 5 minutes 0.5% 0.50% 1.1% SCT Santa Clarita Valley Region Average Initial Hold Time 57 55 61 % of Calls on Hold More Than 5 minutes 3.5% 3.70% 3.6% Operations Monitoring Center* Average Initial Hold Time 188 190 219 % of Calls on Hold More Than 5 minutes 23.4% 23.80% 26.4% Customer Service** Average Initial Hold Time 289 289 521 % of Calls on Hold More Than 5 minutes 23.6% 20.50% 40.5%

*Data above includes the combined call statistics from the Operations Monitoring Center and STI. **Data above includes the combined call statistics of Customer Service, TAP and STI Reservation calls.

40

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

UNRESTRICTTED 1,802 1,541 1,848 RESTRICTED 631 519 601 TEMPORARY 415 376 405

NOT ELIGIBLE 377 339 409 TOTAL 3,225 2,775 3,263 Recertifications (in Person) 942 701 788 New Applicants 2,283 2,074 2,475 Eligibility Renewals Recertification Letters Sent 2,608 1,260 2,481 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 10 11 9 Scheduling Phone Call to Evaluation 12 12 10 Scheduling Phone Call to Mail Out 20 18 22

Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 108 119 114 Closed 146 148 116 Withdrawn/Closed Before Completion 56 39 33 Pending 176 215 188 Increased 17 23 20 Decreased 1 3 3 Modified 6 6 6 Upheld 49 66 48 % Appeals not overturned 77% 77% 74% Net Denied Rate (Year-to-Date) 11% 11% 11.9% Process Time: Appeal Date to Mail Out ADA>30) 9 11 9

41

OPERATIONS MONITORING CENTER ACTIVITY

Previous YTD- Calls to OMC Current Month Average TOTAL CALLS: 5,496 5,180 5,494 Late calls 1,135 1,256 1,252 Other (CSC/Reservations) 4,361 3,924 4,242

Previous YTD- Disposition of Late Calls Current Month Average Back-Up Vehicle Sent 111 133 146 ETA Given 554 595 634 Help Calls 30 46 28 Miscellaneous 440 482 443 TOTAL LATE CALLS 1,135 1,256 1,252

NOTE REGARDING DEFINITION OF CALLS TO OMC:

nutes past due time.

Late Trip Calls to OMC Previous YTD- Resulting in Dispatch of B/U Vehicle (5.4.1.6)

Current Month Average

Avg. Time Between 1st Call and Arrival of Back up Vehicle at Customers Location

62

60

58.7

Late Trip Calls to OMC Resulting Previous YTD-

Back up Vehicles Sent (5.4.1.7)

Current Month Average

Incidence of Vehicles Sent to Wait w/the Customer until Arrival of Accessible Vehicle

0

0

0.1

42

PROVIDER REPORT CARD* Previous YTD- Systemwide Current Month Average Percentage of Trips On-Time 90.9% 89.6% 90.6% Percentage of Late Trips 9.1% 10.4% 9.4%

-15 min. late) 7.0% 7.5% 7.2% -30 min. late) 1.6% 2.0% 1.8% -45 min. late) 0.3% 0.6% 0.4%

issed Trips* 0.11% 0.1% 0.09% No Shows 3.7% 4.1% 3.5% Accessibility Violations - occurrences 1 1 0.9 Denied Trips -% of Next Day Trip Requests Denied 0.14% 0.0% 0.14% *Data has been revised to exclude inaccurate data generated by system issues. Previous YTD- SGT Eastern Region Current Month Average Percentage of Trips On-Time 92.6% 90.5% 91.0% Percentage of Late Trips 7.5% 9.5% 9.0%


0.04% 0.1% 0.09% No Shows 2.5% 2.8% 2.7% Accessibility Violations occurrences 0 0 0.0 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 92.2% 91.8% 90.8% Percentage of Late Trips 7.9% 8.2% 9.2%


0.07% 0.1% 0.07%

43

No Shows 4.5% 4.5% 4.4% Accessibility Violations - occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.0% 0.00%

Previous YTD- GPI Southern Region Current Month Average Percentage of Trips On-Time 92.0% 91.8% 90.4% Percentage of Late Trips 8.1% 8.2% 9.6%


sed Trips 0.02% 0.0% 0.05% No Shows 3.6% 4.0% 3.5% Accessibility Violations - occurrences 1 0 0.6 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.11% Previous YTD- MVT Northern Next Day Trips Current Month Average Percentage of Trips On-Time 84.8% 81.2% 89.4% Percentage of Late Trips 15.2% 18.8% 10.6%


0.40% 0.0% 0.11% No Shows 4.0% 5.2% 3.2% Accessibility Violations - occurrences 0 1 0.1 Denied Trips -% of Next Day Trip Requests Denied 0.60% 0.00% 0.21%

* Data has been revised to exclude inaccurate data generated by StrataGen software updates.

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Previous YTD- DT Antelope Valley Current Month Average Percentage of Trips On-Time 94.4% 93.9% 91.5% Percentage of Late Trips 5.6% 6.1% 8.5%


0.03% 0.1% 0.26% No Shows 3.9% 3.9% 3.7%

Accessibility Violations - occurrences 0 0 0.1 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.25% Previous YTD- SCT Santa Clarita Valley Current Month Average Percentage of Trips On-Time 99.7% 99.9% 93.2% Percentage of Late Trips 0.4% 0.1% 6.8%


0.00% 0.1% 0.23% No Shows 1.8% 1.3% 1.4% Accessibility Violations - occurrences 0 0 0.0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.12%

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Customer Reported Service Complaints 6-Month Systemwide Current Average ADA 1 0.8 Animal 0 0.3 Booking 42 53.3 Conduct 128 141.5 Discourteous 65 64.8 Late 1 20 18.0 Late 2 17 23.0 Late 3 14 11.5 Late 4 47 87.5 Risk Management 116 128.3 Routing 10 22.7 Wheelchair Securement 0 1.7 Service 41 29.2 Travel Time 20 24.2 Vehicle 5 6.3 TOTAL 528 603.0 Ratio per 1,000 Trips 2.4 2.8 Commendations 114.0 134.2

6-Month SGT Eastern Region Current Average ADA 0 0.0 Animal 0 0.2 Booking 12 13.3 Conduct 27 40.8 Discourteous 13 17.3 Late 1 2 2.2 Late 2 2 4.7 Late 3 3 3.3 Late 4 5 17.2 Risk Management 25 30.5 Routing 1 3.2 Wheelchair Securement 0 0.5 Service 6 3.5

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Travel Time 3 3.2 Vehicle 2 1.7 TOTAL 101 141.5 Ratio per 1,000 Trips 1.9 2.4 Commendations 16.0 25.2 6-Month CTI West Central Region Current Average ADA 0 0.0 Animal 0 0.2 Booking 0 6.0 Conduct 24 24.2 Discourteous 7 8.0 Late 1 0 1.0 Late 2 1 1.5 Late 3 0 1.2 Late 4 11 17.3 Risk Management 8 17.0 Routing 3 2.8 Wheelchair Securement 0 0.3 Service 4 1.8 Travel Time 1 3.2 Vehicle 2 0.7 TOTAL 61 85.2 Ratio per 1,000 Trips 1.8 2.4 Commendations 12.0 17.7 6-Month GPI Southern Region Current Average ADA 1 0.7 Animal 0 0.0 Booking 16 21.7 Conduct 54 59.7 Discourteous 22 22.8 Late 1 5 8.3 Late 2 5 10.8 Late 3 1 3.2

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Late 4 23 39.3 Risk Management 52 43.5 Routing 4 13.3 Wheelchair Securement 0 0.5 Service 11 10.3 Travel Time 12 13.5 Vehicle 0 2.0 TOTAL 206 249.8 Ratio per 1,000 Trips 2.9 3.4 Commendations 35.0 45.3 MV Transit San Fernando Valley Region Current ADA 0 0.0 Animal 0 0.0 Booking 10 9.8 Conduct 21 18.7 Discourteous 13 11.0 Late 1 11 4.7 Late 2 9 4.5 Late 3 9 3.7 Late 4 5 12.0 Risk Management 23 29.0 Routing 2 3.5 Wheelchair Securement 0 0.3 Service 14 7.3 Travel Time 3 4.2 Vehicle 1 1.3 TOTAL 122 102.7 Ratio per 1,000 Trips 2.8 2.4 Commendations 39.0 31.7 6-Month DT Antelope Valley Region Current Average ADA 0 0.0 Animal 0 0.0 Booking 0 0.0 Conduct 0 0.0

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Discourteous 0 0.0 Late 1 0 0.2 Late 2 0 0.2 Late 3 0 0.0 Late 4 0 0.0 Risk Management 0 0.0 Routing 0 0.0 Wheelchair Securement 0 0.0 Service 0 0.0 Travel Time 0 0.0 Vehicle 0 0.0 TOTAL 0 0.3 Ratio per 1,000 Trips 0.0 0.1 Commendations 1.0 2.0 SCT Santa Clarita Region ADA 0 0.0 Animal 0 0.0 Booking 0 0.3 Conduct 0 0.0 Discourteous 0 0.0 Late 1 0 0.2 Late 2 0 0.0 Late 3 0 0.0 Late 4 0 0.0 Risk Management 0 0.2 Routing 0 0.0 Wheelchair Securement 0 0.0 Service 0 0.0 Travel Time 0 0.2 Vehicle 0 0.0 TOTAL 1 0.8 Ratio per 1,000 Trips 0.3 0.2 Commendations 1.0 0.2

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Travel Training Statistics

Travel Training, Fiscal Year 2012- 2013 Dec-12 Jan-13 YTD

Accepted Travel Training 21 24 155

Waiting for Travel Training 16 17 133

Started Travel Training 10 12 87

Completed Travel Training 21 24 155

Discontinued Services 0 0 1

People Currently in Travel Training 0 0 0

Total Follow-up Response Month 2 15 25 112

# Graduates Using Bus After 2 Months 14 23 97

Average # of Trips per-week, Month 2 7 7 7.75

Estimated Bus Trips Taken, YTD 2,979 4,186 23,482

*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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Documents

Access Services - Board Box4 B O A R D B O X I T E M # 2 MARCH 18, 2013 TO: BOARD OF DIRECTORS FROM: KRISTINE HELIN, SENIOR ADMINISTRATIVE ASSISTANT, FINANCE RE: OUT OF STATE TRAVEL