TO:BOARD OF DIRECTORS - Home - Access Servicesaccessla.org/uploads/files/BoardBoxNov2015revised2.docx · Web viewjoined Access Services as Senior Manager, Financial Planning & Analysis

REVISEDBoard BoxNOVEMBER 30, 2015

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR NOVEMBER 2015 A. COLAIACE 2

2. OUT OF STATE TRAVEL UPDATE FOR OCTOBER 2015 C. MOTTA 3-4

3. NEW EMPLOYEE UPDATE F. MOSELEY 5-7

4. SAFETY UPDATE FOR SEPTEMBER 2015 – REVISED ITEM M. GREENWOOD 8-9

5.

RECAP PROCEEDING OF SEPTEMBER 28 , 2015 BOARD MEETING, OCTOBER 15, 2015 SPECIAL MEMBERSHIP MEETING AND OCTOBER 27, 2015 SPECIAL BOARD OF DIRECTORS MEETING

D. CISCO 10-12

6. UPDATE ROLLING BOARD AGENDA CALENDAR F. JEWELL 13-14

7. KEY PERFORMANCE INDICATORS SEPTEMBER 2015 M. THOMPSON 15-21

8. FINANCIAL REPORT FOR SEPTEMBER 2015 H. RODRIGUEZ 22-37

9. EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2015

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

38-43

10. OPERATIONS REPORT FOR SEPTEMBER 2015 M. THOMPSON 44-56

BOARD BOX ITEM #1NOVEMBER 30, 2015

TO: BOARD OF DIRECTORS

FROM: ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND GOVERNMENTAL AFFAIRS

RE: RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES

Federal Legislative Activities: Since the beginning of the year, Access staff, Board members and our community partners have been working with our Congressional representatives to allow Access to keep its current coordinated fare system. We are pleased to report that, on October 22nd, the House Transportation and Infrastructure Committee approved a multi-year surface transportation bill that included an amendment by Representative Grace Napolitano (D-Montebello) to authorize any paratransit system currently coordinating complementary paratransit service for more than 40 fixed route agencies to continue using an existing tiered, distance-based coordinated paratransit fare system. The bill subsequently passed the House of Representatives on a bipartisan vote of 363 – 64 and is now being conferenced so the House and Senate can work out the differences between their two bills. Once an agreement is reach between the House and the Senate, it will then go to President Obama for his signature. We will continue to closely monitor Congressional progress on this issue and would like to thank Congresswoman Napolitano and the entire Los Angeles County Congressional Delegation for their support.

Local Legislative Activities: Access Services staff recently attended the Millennium Momentum Foundation, Inc.’s 12th Annual Opening Doors Awards Event. Executive Director Shelly Verrinder accepted the 2015 Agency of Opportunity Award on behalf of Access Services. The Agency of Opportunity Award is bestowed upon an agency that has achieved distinguished results in service delivery and demonstrates a significant commitment to provide professional opportunities for residents from communities served by the agency. Glendale Mayor and Metro Boardmember Ara Najarian introduced Access Services and presented the award.

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If you have any concerns or questions, please feel free to contact me at 213/270-6007.

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BOARD BOX ITEM # 2NOVEMBER 30, 2015


FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT

RE: OUT OF STATE TRAVEL UPDATE FOR OCTOBER 2015

The following is a list of out-of-state meetings for October 2015.

Women’s Transportation Seminar International Washington, DCOctober 19-21, 2015

The below mentioned Access Services staff member traveled to Washington, DC for the Women’s Transportation Seminar International, Mid-Career Leadership Training. The training offered the opportunity to learn strategies and techniques that will assist in leadership and in the transportation industry.

Fayma Ishaq, Project Administrator of Operations

2015 Tableau User ConferenceLas Vegas, NVOctober 19-22, 2015

The below mentioned Access Services staff member traveled to Las Vegas, Nevada for the 2015 Tableau User Conference. The conference hosted over 10,000 attendees, and featured workshops on a number of topics including calculations, forecasting and dashboard design using Tableau software.

Melissa Thompson, Data Analyst

Dynamic Fare System MeetingsWashington, DCOctober 28-30, 2015

The below mentioned Access Services staff members and Board Chair, traveled to Washington, DC, for meetings with the Los Angeles County Congressional Delegation and other legislative staff in the U.S. House and Senate to discuss FTA concerns with Access Services’ fare system.

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Shelly Verrinder, Executive DirectorAndre Colaiace, Deputy Executive Director of Planning & Governmental AffairsDoran Barnes, Access Services Board Chair

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FROM: FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, HUMAN RESOURCES

RE: NEW EMPLOYEE UPDATE

New Employees

There were three new employees hired at Access this past month.

Bruce Frink joined Access Services as Senior Manager, Financial Planning & Analysis. In this role, he will be responsible for overseeing the daily operation of general accounting and auditing which will include preparing cash flow projections; reviewing the annual audited financial statements and tax returns which were prepared by the contracted accounting firm before being finalized; and performing various special assignments. He will be responsible for reviewing the monthly financial statements and detailed schedules of balance sheet accounts to ensure that adequate accounting data is recorded and compiled for the preparation of internal financial reporting; analyzing variances on actual versus budget amounts; and verifying the accuracy of the FTA schedules for the grant drawdown in the TEAM system. He will ensure completion of records for present and past operations, trends and costs, estimated and realized revenues, administrative commitments, and obligations incurred to project future revenue and expenses for the short term and long term business plan for LACMTA. He will coordinate and oversee the preparation of schedules and supporting documents for various audits and regulatory reporting compliance. His direct reports will include Rene Arrieta, Jose Gonzalez and Victoria Moore. Bruce will report directly to Hector Rodriguez, Controller.

He comes to Access with more than 20 years of experience. Prior to joining Access, he consulted for a number of clients including Nexon America, Inc., United Talent Agency, Time Inc., Prime Focus Entertainment, illy Coffee, Smart Living and Guthy-Renker. He was previously an Operational Finance Consultant with Universal Studios Hollywood Theme Park and an Executive Director, Operations/ Finance with Walt Disney Studios. His previous transit experience includes serving as Western District Controller with Coach USA Transit Services where he directed all financial and accounting operations for the multi-location $60MM Western Region, including site consolidations,

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general accounting, monthly close, payroll, planning, budgeting and forecasting. While there, he established operational and financial controls for two start-up contracts. He was a Multi-Unit Restaurant Operations Manager and Finance Manager for YUM! Brands, Inc. (Taco Bell, Pizza Hut, KFC).

Bruce earned his MBA, cum laude, in Finance/Accounting form Anderson Graduate School of Management at UCLA and his B.A., cum laude, in Sociology from Asbury College in Wilmore, KY. He is fluent in Spanish (speaking/writing).

Travis Fountain joined Access Services as a Road Safety Instructor. In this role, he will be responsible for on-the-road monitoring of driver, passenger and vehicle safety and risk management activities of contracted paratransit operations. He will conduct accident investigations and monitor provider accident investigations, monitor safety-related issues in the field for investigation and resolution, coordinate lost passenger activities in the field and conduct safety evaluations for passenger pick-up and drop-off locations including stands. He will also be responsible for conducting vehicle safety inspections, and when appropriate, ordering unsafe vehicles out of service and coordinating risk management requirements with our providers. Travis will report directly to Alex Chrisman, Senior Road Safety Instructor.

He spent the past 4.5 years with Global Paratransit as a Road Supervisor ensuring that we have a safe environment for our drivers and customers by conducting accident investigations, utilizing Smart Drive systems, conducting site evaluations, completing road supervisory agent reports, taking photographs on scene and administrating drug tests when deemed appropriate. He began his career with Yoplait in Shipping & Receiving where he completed inventory to hold both shipping and receiving parties accountable for incoming product.

Travis is a Job Corps Graduate with Home Builders Institute and graduated from Locke High School where he was the Captain of the Football Team. He is TSI Certified and is a certified Forklift Operator.

Josh Southwick joined Access Services as a Marketing Coordinator. In this role, he will be responsible for coordinating communication/marketing programs and other initiatives for Access Services. He will serve as the central point of contact for all Agency communication/marketing initiatives and oversee the consistent and professional implementation of the Access brand across all public-facing materials, including the Access website. Josh will write, edit and design communication/ marketing materials for internal Agency customers; coordinate and monitor work by our marketing consultants (i.e., including designers, photographers and printers) and will oversee photo shoots for Access communication/marketing purposes. He will ensure that contracted work is done on schedule and in accordance with the terms of the contracts. Under management supervision, he will write and produce presentation materials for meetings with internal departments,

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transit agencies, partner organizations and civic and community groups; assist with the development of collateral marketing materials; and prepare and distribute information regarding Access Services including literature, current transit activities, advertising and display materials. He will also work with other Access staff in preparing project specific communications and promotional items. Josh will report directly to Andre Colaiace, Deputy Executive Director, Planning & Government Affairs.He has over 7 years of experience in the public transportation system working as a Photographer with the Communications department at LACMTA’s Metro Design Studio. In this role, he managed the workflow and completion of photography assignments; worked closely with the Communications group to achieve successful images for publicizing materials and records; fulfilled photography requests outside of the agency for image use and licensing; collaborated with network administrators to maximize efficiency of the image database; and built and maintained the photo equipment library. He has served as a Freelance Photographer for the past 9 years working with such clients as Access Services, Ventura County Transportation Commission, Popchips, POM Wonderful, Wonderful Pistachios, Metrolink, VETSGO511, Arab Chamber of Commerce, APTA, YMCA, and ACI/Frangkiser Hutchens. He was the Owner and Operator of Porter Gallery; an Intern with LACMTA’s Metro Design Studio and began his career as an Assistant Photographer and Portrait Retoucher with Brett Pruitt Studios.

Josh earned his Bachelor of Fine Arts in Photography from Cal State University Long Beach and an Associate’s Degree in Photography from Palomar College. He is an Instructor with New York Film Academy where he teaches an advanced level Photoshop class to BFA students. He was recognized in Communication Arts, Photo Annual in September 2009 and won the 1st Place Adwheel Awards/Fare Media, “Go Green” in 2009. His computer skills include Creative Cloud, Photoshop, Bridge, Lightroom and Premiere.

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REV ISED ITEMBOARD BOX ITEM # 4

NOVEMBER 30, 2015


FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT

RE: SAFETY UPDATE FOR SEPTEMBER 2015

Key Safety Indicators

Access’ preventable collision rate in September 2015 was 0.59 preventable collisions per 100,000 miles (compared to 0.38 in September 2014). September 2015’s rate was above the target of 0.50.

The total number of preventable collisions in September was 22, up from 20 in August. Access’ preventable collision rate over the last 12 months is slightly above the target of 0.50 at 0.56.

Department Activities

In September, the Safety Department accomplished the following:

Two staff members attended a Joint Information Center (JIC)/Public Information Officer (PIO) workshop hosted by the Los Angeles County Office of Emergency Management.

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

Held its monthly Safety Steering Committee meeting with service providers.

Distributed quarterly driver incentive awards to 57 drivers. Implemented a Road Safety Inspector campaign on driver placards

and driver identification. Conducted five root cause reviews in response to collisions and

incidents. Conducted one driver retraining file audit at a service provider. Conducted two early morning pull-out inspections at service providers. Conducted 20 location evaluations (pick-up/drop-off locations checked

for safety). Conducted 131 observations and 150 vehicle inspections. Participated in the Great California Shake Out.

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FROM: DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON

RE: RECAP PROCEEDING OF SEPTEMBER 28, 2015 BOARD MEETING, OCTOBER 15, 2015 SPECIAL MEMBERSHIP MEETING, OCTOBER 27, 2015 SPECIAL BOARD OF DIRECTORS MEETING

RECAP OF PROCEEDINGSBOARD OF DIRECTORS MEETING

MONDAY, SEPTEMBER 28, 2015METRO

One Gateway Plaza, 3rd FloorLos Angeles CA 90012

ITEMNO. SUBJECT ITEM ACTION TAKEN

2 Board Officer Elections Approved

4 Closed Session/Real Property Negotiation Authority Approved

6 Review & Approval of Minutes From the Board Meeting On August 24, 2015 Approved

8-a Consideration to Appoint Community Advisory Committee (CAC) Members and Amend By-Laws

Approved/On Consent Calendar

8-bConsideration to Approve Reappointment of Transportation Professionals Advisory Committee (TPAC) Members


8-cConsideration to Extend Term and Increase Funds – Telephone Maintenance and Services Contract (AS-3032)


8-d Consideration to Renew Agency Insurance Policies for Fiscal Year 2015/16

Approved/OnConsent Calendar

8-e Consideration to Amend Scope of Work – Santa Clarita Service Provider Contract (AS-2602)


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8-f Consideration to Extend Term – Mobility Device and Marking Contract (AS-2853)


8-g Consideration to Authorize the Purchase of up to 50 Vehicles for Paratransit Services (AS-3954)


10 Consideration of Executive Directors Compensation Approved

11 Consideration to Approve Access Services Five Year Strategic Plan (2015-2020) Approved

12Consideration to Extend Term, Increase Funds, and Revise Scope of Work – Eligibility Determination Contract (AS-2441)

Approved

13Consideration to Approve Participation in Los Angeles County’s Medi-Cal Administrative Activities Program

Receive/File

14 Routing Presentation Presentation

15 Status Update on Metro’s Review of Access Services Receive/File

RECAP OF PROCEEDINGSBOARD OF DIRECTORS MEETING

THURSDAY, OCTOBER 15, 2015BOB HOPE PATRIOTIC HALL1816 South Figueroa Street

Los Angeles CA 90015


7Consideration to Approve the Award of a Customer Service Center Services Contract (AS-3955)

Withdrawn/for a future meeting

3 Closed Session/Real Property Negotiation Authority Approved

4 Review & Approval of Minutes From the Board Meeting On September 28, 2015

Tabled Until The Next Meeting

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RECAP OF PROCEEDINGSSPECIAL BOARD OF DIRECTORS MEETING

TUESDAY, OCTOBER 27, 2015ACCESS SERVICES HEADQUARTERS

3449 Santa Anita AvenueEl Monte, CA 91731


3 Consideration to Increase Authority to Renew Agency Insurance Policies For Fiscal Year 2015-16 Approved

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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.

December 14, 2015 Board Meeting - Metro

Item DescriptionConsideration to Approve Access Rider ID/TAP Card Reimbursement

Agreement ExtensionConsideration to Approve Information Technology Consulting & Services

Contract ExtensionConsideration to Approve Telecommunication Consulting Services

Contract ExtensionConsideration to Approve Board of Directors 2016 Meeting Calendar

Consideration to Approve Community Advisory Committee Reappointments

Consideration to Approve Customer Service Center Services Contract

January 25, 2016 Board Meeting – Access Services Headquarters

Item DescriptionConsideration to Approve Telephone and 800 Toll Free Services Contract

ExtensionConsideration to Approve Service Provider Contract Extension – Santa

Clarita Service RegionConsideration to Approve Software and Maintenance Services Contract

(Where’s My Ride)Consideration to Approve Parents with Disabilities Program – Contractor

Services Extension

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February 29, 2016 Board Meeting - Metro

Item DescriptionConsideration to Approve Service Provider Contract Extension – Southern

Service RegionConsideration to Approve Service Provider Contract Extension – West

Central Service RegionConsideration to Approve Software Licensing Agreement (ATBOS)

ExtensionConsideration to Approve Software Engineering and Consulting Services

Contract Extension

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FROM: MELISSA THOMPSON, DATA ANALYST

RE: KEY PERFORMANCE INDICATORS

The following graphs represent key system indicators for the fiscal year as of SEPTEMBER 2015. The goal of this communication is to keep everyone informed of the current service performance level in the field and in the call center.

The operations and customer service teams use this and other performance information to monitor our performance. Information is also used to determine the level of service that our customers are experiencing when using Access.

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Operations Performance

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec225,000

250,000

275,000

300,000

281,891

TripsBudgeted Trips Completed Trips

Trips represent the total number of completed trips.

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec86%

88%

90%

92%

94%

89.57%

On Time Performance2014 2015 91% Standard

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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Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0.00%

0.05%

0.10%

0.15%

0.20%

0.25%

0.21%

Late 42014 2015 0.10% Standard

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.

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0

2

4

6

3.9

Complaints per 1,000 Trips2014 2015

Complaints per 1,000 Trips is the ratio of valid service complaints to completed trips.

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100120140 123

Average Initial Hold Time2014 2015 120 Sec Standard

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.


2%

4%

6%

8%

10%

12%

10.1%

Calls On Hold > 5 Min2014 2015 5% Standard

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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0.2%

0.4%

0.6%

0.8%

1.0%

1.2%

0.00%

Denials2014 2015 1% Standard

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.


1.5%

3.0%

4.5%

6.0%

3.9%

No Shows2014 2015 4.51% National Avg

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


100

200

300

400

90

CS Average Initial Hold Time2014 2015 300 Sec Standard

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.


100

200

300

400

209

CS Average Call Duration2014 2015 300 Sec Standard

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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5%

10%

15%

20%

25%

7.5%

CS Calls On Hold > 5 Min2014 2015 10% Standard

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.

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0%2%4%6%8%

10%12%14%

6.1%

CS Abandoned Calls2014 2015 10% Standard

CS Abandoned Calls are the percentage of customer service calls that were disconnected by the customer after the first 60 seconds. The

standard for CS Abandoned Calls is 10% or less.

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FROM: HECTOR RODRIGUEZ, CONTROLLER

RE: FINANCIAL REPORT FOR SEPTEMBER 2015

Attached for your review are the draft financial reports for September 2015.

Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:

Passengers: 0.9% under budget Contract Revenue Miles: 2.9% under budget Trips: 1.3% under budget Completed Eligibility Interviews: 2.4% over budget Average Trip Distance: 1.6% under budget at 9.14 miles Total cost per Passenger (before depreciation): 5.2% under budget Administration Function is 11.9% under budget Eligibility Determination Function is 4.7% under budget Paratransit Operations Function is 5.9% under budget

Attached are the following reports for your review: Statistical Comparison: September 2014 to September 2015 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 AreaFor the YTD Period Ending September 2015

% ofCost

YTDActual

YTDBudget Variance

% Over<Under>

Budget

% Over<Under>Previous

Yr.

Paratransit Operations

88.3% $31,367,206 $33,322,273

$(1,955,067) (5.9)% 0.1%

Eligibility Determination 6.9% 2,463,146 2,583,741 (120,595) (4.7)% 0.8%CTSA/Ride Information 0.4% 137,370 151,714 (14,344) (9.5)% 3.0%

Administrative 4.3%

1,541,864 1,750,91

9 (209,055

) (11.9)% (14.6)

%Total Exp before Depreciation

$ 35 , 509 , 587

$ 37 , 808 , 647

$(2,299,060) (6.1) %

(0.6) %

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Statistics - - For the YTD Period Ended September 2015

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

YTDActual

YTDBudget

Variance Over

<Under> Budget

% Over<Under

>Budget

% over<Under>Previous

Yr

Total Expense Before Capital as of September 2015 $35,509,587 $37,808,647

$ (2,299,060) (6.1)% (0.6)%

Revenue Passenger Fares 2,414,118 2,376,056 38,062

Other Revenue 105,59

6 100,71

0 4,886 Total Revenue 2,520,074 2,476,766 42,948 1.73% (5.7)%

Capital Expenditures Vehicles 0 0 0

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Other Capital Expenditures 91,006

90,525

481

Total Capital Expenditure $ 91,006$

90,525$

481 0.5% 0.5%

Under Budget as of September 2015 $(4,080,643)

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Jul-14 Aug-14 Sep-1431.42$ 32.28$ 32.41$ Jul-15 Aug-15 Sep-1532.47$ 32.28$ 32.46$

YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

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Access Services Balance SheetSeptember 30, 2015

DRAFT

ASSET S

Current Assets:

Cash 20,771,384Due from FTA 17,712,743Due from MTA 66,310CMAQ Grant Receivable -Accounts Receivable-Miscellaneous

122,377

Prepaid Expenses 6,925,255Deposits 28,208

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Total Current Assets 45,626,278

Long Term Assets:

Property and Equipment:Vehicles & Vehicle Equipment 33,054,384Office Furniture and Equipment 207,812Computer & Telephone Equipment

2,712,609

Central Reservation Software/IVR 2,451,884Leasehold Improvements 162,015 Total Property and Equipment 38,588,704 Accumulated Amortization & Depreciation (23,092,839)

Property and Equipment, Net 15,495,865

Deposits – Long Term - Total Long Term Assets 15,495,865

TOTAL ASSETS 61,122,142

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Access ServicesBalance Sheet

September 30, 2015 DRAFT

LIABILITIES AND NET ASSETS

Current Liabilities :

Accounts Payable-Trade 794,312 Accounts Payable-Providers 9,317,641 Insurance Reserve 3,589,385

Accrued Expenses 5,926,265 Other Liabilities -

Total Current Liabilities 21,668,441

Other Liabilities: Deferred Revenue 40,276,228

TOTAL LIABILITIES 61,944,668

Net Assets: Temporarily Restricted (822,526)

TOTAL LIABILITIES AND NET ASSETS 61,122,142

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Access Services Statement of Cash Flow

For Period Ending September 30, 2015

Cash – Beginning Balance 9/1/15 15,419,933

Cash Receipts: Proposition C revenue from LACMTA 7,893,499 FTA Funding Received 8,977,470 Passenger fare/coupons/ID revenue 808.267 Interest income 43 Miscellaneous revenues 21,159 Total Cash Received 17,700,438

Cash Payments: Vehicles/Vehicle equipment 7,653 Capital Equipment 15,997 Prepaid expenses/deposits 768,305 Payments to contract providers 9,454,148 Eligibility Determination expenses 473,942 Salaries and related benefits 519,746 Other expenses 1,109,198

Total Cash Payments 12,348,988

Increase (Decrease) in Cash Reserves 5,351,450

Cash – Ending Balance 9/30/15 20,771,384

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 ServicesStatement of Revenue, Expenses and changes in Fund BalanceFor Period Ending September 30, 2015

CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance

Over (Under)2015/16Budget

% of 15/16Budget

ReachedREVENUE SOURCES:

Funding Sources for Operating Expenses : FY 15/16 Prop C & Section 5310 $140,739,993 FY 14/15 Carryforward - Unallocated (Estimated) Subtotal - Funding Sources & Carryforward Funds 11,106,625 11,879,336 (772,710) 32,635,642 35,196,031 (2,560,389) 140,739,993 23.19%Funding Sources for Capital & Committed Expenses : FY 15/16 Prop C 12,786 12,785 1 91,006 90,525 481 7,553,692 1.20% Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 0 - 0 7,380,053 0.00% Section 5317 for New Freedom Grant 36,653 0 36,653 93,026 0 93,026 563,779 16.50% JARC Grant (Access to Work) 84,184 0 84,184 261,437 0 261,437 $1,324,735 19.74% Toll Road Grant 0 0 0 0 0 0 $816,000 0.00% Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 49,220 (49,220) 0 136,445 (136,445) 856,458 0.00% FY 14/15 Allocated Funds - Veh Proceeds > $5K 0 0 0 0 0 15,493 0.00% Section 16 Capital Funds - FY 15/16 (88.53% of $) 0 0 0 0 0 0 0 Subtotal - Funding Sources & Carryforward Funds 133,623 62,005 71,618 445,469 226,970 218,499 18,510,210 2.41%

Interest/Miscellaneous Income 8,616 6,058 2,558 23,341 18,095 5,246 70,000 33.34%MTA - Shuttle Reimbursement 656 655 1 2,151 2,150 1 75,000 0.00%MTA - Tether Trips Reimbursement 222 225 (3) 592 595 (3) 15,000 0.00%Disposal of Vehicles 25,131 25,130 1 79,871 79,870 1 250,000 31.95%Passenger Fares 809,718 799,940 9,778 2,414,118 2,376,056 38,062 9,637,580 25.05%

TOTAL - REVENUE FUNDING SOURCES 12,084,370 12,773,124 (688,754) 35,600,593 37,899,172 (2,298,579) 169,297,783 21.03% Less : Total Capital Expenditure During FY 15/16 (12,786) (12,786) (91,006) (91,006) Revenue Recognition for FY 15/16 Depreciation 579,474 579,474 1,782,065 1,782,065

TOTAL - REVENUE RECOGNITION 12,651,058 12,773,124 (122,066) 37,291,651 37,899,172 (607,521) 169,297,783

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CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedEXPENDITURES:

PARATRANSIT OPERATIONS - DIRECT COSTPurchased Transportation Services - Regular Trips 9,237,199 9,645,159 (407,960) 27,350,986 28,568,616 (1,217,630) 115,669,346 23.65%Fuel Surcharge (6,618) 22,933 (29,551) (15,419) 67,955 (83,374) 276,239 -5.58%Purchased Transportation Services - Adults With Children 26,712 26,715 (3) 59,813 59,815 (2) 225,771 26.49%Purchased Transportation Services - Access To Work 84,233 112,782 (28,549) 261,585 332,736 (71,151) 1,702,464 15.37%Purchased Transportation Services - Out of Service Area 31,640 0 31,640 62,320 - 62,320 - #DIV/0!Salaries & Related Benefits - Customer Svc & Complaint Response 114,459 144,399 (29,940) 352,086 435,781 (83,695) 1,687,425 20.87% Total Customer Service & Complaints 114,459 144,399 (29,940) 352,086 435,781 (83,695) 1,687,425 20.87%

Shuttle Service - MTA Elevator Maintenance 637 640 (3) 2,089 2,090 (1) 75,000 2.78%Contracted Call Center 64,684 162,500 (97,816) 198,236 487,500 (289,264) 1,950,000 10.17%OMC Weekend and Holiday Services 9,762 10,750 (988) 29,285 32,250 (2,965) 129,000 22.70%Vehicle Cost - Direct (276) 0 (276) (276) 0 (276) 292,000 -0.09%Community Events and Materials-Safety Incentive Program 0 0 0 5,446 5,445 1 20,000 27.23%Office Rent 10,995 10,989 6 32,985 32,968 17 131,870 25.01%Insurance - Commercial 549,384 594,395 (45,011) 1,652,495 1,783,186 (130,691) 7,132,743 23.17%Travel & Conference 0 0 0 0 0 0 3,470 0.00%Other Professional Expense 2,965 2,965 0 5,784 5,780 4 217,478 2.66%Integrate Access Services to 511 (LA SAFE) 577 580 (3) 1,729 1,730 (1) 2,961 58.39%Office Supplies 584 635 (51) 1,607 1,905 (298) 7,620 21.09%Volunteer Driver Program 0 0 0 0 0 0 2,000 0.00%Security Contract - Metro/LASD 16,667 16,667 0 50,000 50,000 (0) 200,000 25.00%

Total - Paratransit Operations - Direct Cost 10,442,503 11,033,116 (590,613) 30,842,942 32,710,778 (1,867,835) 133,137,472 23.17%

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CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedPARATRANSIT OPERATIONS - INDIRECT COST

Salaries & Related Benefits - Operations 128,011 138,825 (10,815) 365,224 416,476 (51,252) 1,665,903 21.92%Communications - Telephone & Data Transmission 5,255 5,407 (151) 15,463 16,220 (757) 64,880 23.83%Other Professional Expense 0 0 0 510 0 510 100,000 0.51%Vehicle Costs - Indirect 10,201 10,200 1 25,920 18,170 7,750 112,000 23.14%Customer Satisfaction/Free Fare Phone Survey 0 0 0 0 0 0 - #DIV/0!Studio Design/Marketing Services 1,198 13,813 (12,615) 5,104 41,439 (36,335) 144,255 3.54%Equipment/Other Rental 0 0 0 0 0 0 9,000 0.00%Office Rent 9,794 9,794 0 29,382 29,382 0 117,526 25.00%Insurance - Commercial 1,991 2,124 (133) 5,974 6,372 (398) 25,489 23.44%Travel and Conference 2,000 2,000 0 7,056 7,060 (4) 27,000 26.13%Office Supplies 682 661 21 1,749 1,982 (233) 7,930 22.06%Community Events and Materials 1,196 8,267 (7,070) 23,677 24,800 (1,123) 128,700 18.40%Publications/Printed Materials - Riders Communication 7,304 7,085 219 22,342 20,950 1,392 144,000 15.51%Postage/Mailing 2,112 9,375 (7,263) 21,467 28,125 (6,658) 112,500 19.08%Professional Memberships 133 173 (41) 398 520 (122) 2,080 19.13%

Total - Paratransit Operations - Indirect Cost 169,876 207,724 (37,847) 524,264 611,496 (87,231) 2,661,263 19.70%

Total - Paratransit Operations Cost 10,612,379 11,240,839 (628,460) 31,367,206 33,322,273 (1,955,067) 135,798,735 23.10%88.3%

34


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedOTHER ACTIVITIES

ELIGIBILITY DETERMINATONSalaries & Related Benefits - Certification & Appeals 34,438 37,631 (3,193) 98,908 112,892 (13,984) 451,569 21.90%Eligibility and Appeal Contracts 451,391 448,103 3,287 1,397,402 1,421,358 (23,956) 5,968,678 23.41%Purchased Transportation Services - Certification Trips 172,050 152,424 19,626 523,250 565,007 (41,757) 2,430,316 21.53%Transportation Cost - Tethering Trips 263 0 263 582 320 262 15,000 3.88%Travel Training 37,344 56,667 (19,323) 129,672 170,000 (40,328) 680,000 19.07%Tether Strap Project 14,958 14,960 (2) 56,231 56,235 (4) 400,536 14.04%Studio Design/Marketing Services 508 5,094 (4,586) 2,163 15,281 (13,119) 61,125 3.54%Other Professional Expense 24,163 167 23,997 27,026 500 26,526 2,000 1351.31%Communications - Telephone/Data Transmission 10,038 8,883 1,154 30,137 26,650 3,487 106,600 28.27%Phone & Computer System Maintenance/License & Consulting 0 0 0 0 0 0 0 n/aVehicle Costs - Mobile Certification 0 0 0 0 0 0 389 0.00%Repairs & Maintenance 0 0 0 0 0 0 0 n/aOffice Rent 5,541 5,546 (5) 16,623 16,638 (15) 66,554 24.98%Insurance - Commercial 5,776 5,567 209 17,329 16,702 626 66,809 25.94%Business Meetings & Meals 0 0 0 121 0 121 0 n/aTravel and Conference 2,374 2,375 (1) 2,374 2,375 (1) 5,000 47.49%Office Supplies 629 496 133 1,431 1,487 (56) 5,950 24.05%Publications/Printed Materials 113,178 112,583 595 114,010 116,750 (2,740) 400,000 28.50%Postage/Mailing/Courier 14,865 20,493 (5,628) 45,838 61,479 (15,641) 245,916 18.64%Professional Memberships 17 22 (5) 50 65 (15) 260 19.13%

Subtotal - Eligibility Determination 887,533 871,011 16,522 2,463,146 2,583,741 (120,595) 10,906,702 22.58%6.9%

35


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedCTSA FUNCTIONEDUCATION AND TRAININGSalaries & Related Benefits - CTSA 19,390 18,688 702 54,729 56,065 (1,337) 224,260 24.40%Scholarships Programs 0 0 0 5,685 5,685 0 6,885 82.57%Scholarships Programs, Education & Training Seminars 4,700 4,700 0 2,200 4,700 (2,500) 38,034 5.78%Other Professional Expense 0 0 0 0 0 0 0 n/aStudio Design/Marketing Services 41 408 (367) 173 1,223 (1,050) 4,890 3.54%Communications - Telephone 397 269 128 1,140 808 333 3,230 35.30%Office Rent 1,031 1,031 0 3,093 3,093 0 12,371 25.00%Insurance - Commercial 40 43 (3) 119 128 (8) 510 23.43%Travel and Conference 0 0 0 0 0 0 2,000 0.00%Parking-Validations-CTSA 0 0 0 0 0 0 0 n/aOffice Supplies 208 159 48 465 478 (12) 1,910 24.36%Community Events and Materials 0 167 (167) 638 500 138 2,000 31.88%Publications/Printed Materials 0 0 0 0 - 0 2,000 0.00%Postage/Mailing 422 625 (203) 1,260 1,875 (615) 7,500 16.81%Professional Memberships 17 22 (5) 50 65 (15) 260 19.13%

Subtotal - Education and Training 26,245 26,111 134 69,552 74,618 (5,066) 305,850 22.74%

36


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedACCESS RIDE-INFORMATIONSalaries & Related Benefits - Ride-Information 16,437 21,717 (5,280) 56,227 65,152 (8,925) 260,606 21.58%Communications - Telephone 1,503 1,529 (26) 4,458 4,588 (130) 18,350 24.29%Phone & Computer System Maintenance/License & Consulting 150 167 (17) 450 500 (50) 2,000 22.50%Travel and Conference 0 0 0 0 0 0 0 n/aOffice Rent 2,020 2,021 (1) 6,060 6,064 (4) 24,257 24.98%Office Supplies 132 118 14 322 353 (31) 1,410 22.81%Publications/Printed Materials 0 0 0 0 0 0 0 n/aNetwork Support 0 0 0 0 0 0 0 n/aPostage/Mailing 84 125 (41) 252 375 (123) 1,500 16.81%Professional Memberships 17 22 (5) 50 65 (15) 260 19.13% Subtotal - Ride-Information 20,344 25,699 (5,355) 67,818 77,096 (9,278) 308,383 21.99% Subtotal - CTSA Function 46,589 51,810 (5,221) 137,370 151,714 (14,344) 614,233 22.36%

0.4%

Total - Other Activities 934,122 922,821 11,301 2,600,516 2,735,455 (134,939) 11,520,935 22.57%

37


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedADMINISTRATIVE

Salaries & Related Benefits 353,597 388,230 (34,633) 1,057,969 1,164,690 (106,721) 4,718,776 22.42%Studio Design/Marketing Services 284 2,853 (2,568) 1,211 8,558 (7,347) 34,230 3.54%Communications - Telephone & Data Transmission 4,804 4,048 756 14,183 12,143 2,040 48,570 29.20%Office Rent 21,404 21,702 (298) 64,212 65,105 (893) 260,422 24.66%Insurance - Commercial 12,806 17,970 (5,164) 38,417 53,909 (15,492) 215,636 17.82%Insurance - Lawsuit Claims 0 0 0 0 0 0 0 n/aOffice Supplies 2,159 3,515 (1,356) 6,806 10,545 (3,739) 42,180 16.14%Promotional Events & Materials 0 0 0 0 0 0 0 n/aOther Professional Services 89,398 107,005 (17,607) 228,380 277,852 (49,472) 1,044,570 21.86%Public Notice Advertising Expenses 56 55 1 5,311 5,310 1 10,000 53.11%Equipment/Other Rental 0 250 (250) 792 750 42 3,000 26.41%Repairs & Maintenance 3,535 5,125 (1,590) 11,777 15,375 (3,598) 61,500 19.15%Postage/Mailing/Messenger 4,852 6,700 (1,848) 14,895 20,100 (5,205) 80,400 18.53%Publications/Printed Materials/Copying 875 2,667 (1,791) 947 8,000 (7,053) 32,000 2.96%Network Support/Supplies 18,382 22,617 (4,235) 54,130 61,680 (7,550) 290,000 18.67%Subscription/References 0 167 (167) 312 500 (188) 2,000 15.60%Professional Memberships 254 357 (103) 972 1,072 (100) 4,290 22.67%Board and Advisory Committee Compensation 1,930 2,413 (483) 13,690 15,560 (1,870) 38,000 36.03%Annual Meeting 0 0 0 0 0 0 16,000 0.00%Business Meetings & Meals 833 2,258 (1,425) 2,541 6,775 (4,234) 27,100 9.38%Travel and Conference 8,064 8,065 (1) 20,945 20,945 0 92,000 22.77%Mileage and Parking 920 308 612 2,077 925 1,152 3,700 56.12%Moving/Relocation 0 0 0 0 0 0 0 n/aBank Interest 0 0 0 0 0 0 0 n/aOther Expenses - bank charges, tax filing fees, etc. 931 375 556 2,297 1,125 1,172 4,500 51.04%

Total - Administrative Expense 525,083 596,679 (71,596) 1,541,864 1,750,919 (209,055) 7,028,874 21.94%4.3%

TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 12,071,584 12,760,339 (688,755) 35,509,587 37,808,647 (2,299,060) 154,348,544 23.01%Amortization and Depreciation Expense 579,474 0 579,474 1,782,065 0 0 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 12,651,058 12,760,339 (109,281) 37,291,651 37,808,647 (2,299,060) 154,348,5444.3%

CAPITAL EXPENDITURES

Property & Equipment 12,786 12,785 1 91,006 90,525 481 14,933,745 0.61%

Total - Capital Expenditures 12,786 12,785 1 91,006 90,525 481 14,933,745 0.61%

Less: Amortization and Depreciation Expense (579,474) 0 (579,474) (1,782,065) 0 (1,782,065) 0TOTAL EXPENSES AND CAPITAL EXPENDITURES 12,084,370 12,773,124 (688,754) 35,600,593 37,899,172 (4,080,643) 169,282,290 21.03%Uncommitted Carryforward from FY 14/15 (Estimated) 0 0Sales of Veh. Proceeds over $5,000 Rollover from FY 08/09 0 0

38


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedPROPERTY AND EQUIPMENT

120 VEHICLES - (Fleet Replacement/Expansion) 0 0 0 0 0 0 6,568,692 0.00%Vehicle Equipment 2,986 2,985 1 13,030 12,550 480 85,000 15.33%

SUBTOTAL - VEHICLES - FY 15/16 2,986 2,985 1 13,030 12,550 480 6,653,692

50 VEHICLES - Map21 0 0 0 0 0 0 2,500,000 0.00%Vehicle Related Equip (ATW grant) 0 0 0 0 0 0 120,038 0.00%Vehicle Related Equip (AWC grant) 0 0 0 0 0 0 8,062 0.00%63 VEHICLES - Access To Work (Fleet Expansion) 0 0 0 0 0 0 3,832,500 0.00%

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 9,800 9,800 0 77,976 77,975 1 900,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 15/16 9,800 9,800 0 77,976 77,975 1 900,000SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 0 0 0 0 0 0 919,453

TOTAL CAPITAL EXPENDITURES 12,786 12,785 1 91,006 90,525 481 14,933,745 0.61%

PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 367,877 371,708 (3,831) 1,094,060 1,103,763 (9,703) 3,623,369Audited # of Contract Revenue Miles 2,561,880 2,651,051 (89,171) 7,645,941 7,874,219 (228,278) 25,508,362Audited # of Trips 281,891 285,323 (3,432) 836,548 847,324 (10,776) 2,781,227

* Total Purchased Transportation Cost per Passenger 25.88 26.66 (0.78) 25.77 26.69 (0.91) 33.13 Total Paratransit Oper Costs (Dir & Indir) per Passenger 28.85 30.24 (1.39) 28.67 30.19 (1.52) 37.48 Total Cost per Passenger before Capital Depreciation 32.81 34.33 (1.51) 32.46 34.25 (1.80) 42.60

* Total Purchased Transportation Cost per Trip 33.77 34.73 (0.95) 33.70 34.76 (1.06) 43.16 ** Total Agency Cost per Passenger 32.09 33.65 (1.56) 31.78 33.63 (1.84) 39.83

Total Purchased Transportation Cost per Revenue Mile 3.72 3.74 (0.02) 3.69 3.74 (0.05) 4.71 Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.14 4.24 (0.10) 4.10 4.23 (0.13) 5.32

*Purchased transportation cost calculation includes free fare program cost, token redemption fees, and vehicle lease fees. **Including Capital depreciation cost, Passenger Fares, Disposal of Assets , Rental and Interest/Misc. Income. avg trip

39



FROM: ACCESS SERVICES MANAGEMENT STAFF

RE: EXECUTIVE SUMMARY UPDATE FOR SEPTEMBER 2015

Mike Greenwood – Deputy Executive Director, Operations

In September, on-time performance closed at 89.6 percent and a 0.21 percent of Late4 trips. Several factors contributed to the decrease in on-time performance including an increase to traffic congestion on highways and roads during the morning and afternoon peak hours as a result of school systems opening sessions, contractors struggling to attract and retain driver resources, and the rain that Los Angeles experienced on Tuesday, September 15, 2015. Access experienced it’s worst on-time performance day of the fiscal year when Los Angeles was hit with 2.4 inches of rain, the second most on record for a September day for Los Angeles. Although the rain affected on-time performance for the day, zero preventable collisions were sustained. For the month, calls on hold over 5 minutes closed at 10.1 percent along with an average initial hold time of 123 seconds. Operations staff initiated discussions with the service contractors focusing on improving service across the board in the months to come.Access introduced the use of the “D” Ring Securement for service animals. The securement was incorprated to secure service animals in the event of a collision, sudden braking, or movement during transport and be available on all Access wheel-chair accessible vehicles.Access hosted a Post-Accident and Reasonable Suspicion Determination class on Wednesday, September 23, 2015. A total of six contractor staff members from four contractors participated in the class that covered topics surrounding the Federal Transit Administration’s post-accident testing threshold, reasonable suspicion decision making, drug and alcohol abuse in the workplace, and ways to recognize signs and symptoms of alcohol and drug abuse. Access staff and visitors from other transit agencies also participated in the class.The Operations Service Monitors (OSMs) hosted the bi-monthly Call Center/Dispatcher Supervisor Meeting on Wednesday, September 30, 2015. All six contractors were in attendance. The meeting focused on process improvements, collision and incident reporting, communication during

40

vehicle breakdowns, no-show approvals, and reasonable modification requests.

Rogelio Gomez – Project Administrator

Southern RegionIn the month of September, Access Project Administrator (PA) Rogelio Gomez and OSMs Gina Breceda and Jessica Thompson visited Vista Adult Day Health Care in the city of Maywood. The team met with the program director to discuss the service delivery and Vista’s experience with the Access’ web booking pilot program. The feedback on delivery of service was positive and the program director mentioned that utilization of the web booking portal has been a true time saver and likes the option as an alternative to calling the reservation lines. From a performance perspective, Global Paratransit Inc. (GPI) encountered challenges with performance, ending the month with an on-time performance of 89.68 percent and 0.16 percent Late4 trips. In an effort to add resources to the region, GPI is in discussions with local taxi companies to become sub-contractors.

Santa Clarita RegionIn early September, Santa Clarita Transit (SCT) hosted their quarterly Accessibility Advisory Committee meeting at Santa Clarita City Hall. Access’ OSM Jessica Thompson was in attendance and participated in the discussions that touched on wheelchair securement, Access transfer points, and service delivery for Access. The SCT training department was busy during the month conducting driver safety meetings that concentrated on defensive driving. Several meetings were scheduled during the month to allow every driver the opportunity to attend regardless of their work schedule.

Randy Johnson - Project Administrator

Eastern RegionFor the month of September, San Gabriel Transit (SGT) experienced challenges trying to meet the increased demands of the peak period. On-time performance fell below standards for the first time this fiscal year and closed at 88.6 percent and 0.36 percent Late4 trips. SGT is looking at available options to expand their fleet and driver resources to meet demand. SGT has implemented new incentives and bonuses to attract and recruit qualified drivers.Additionally, SGT continued to struggle in the Call Center as they closed the month with 19.6 percent of calls on hold over 5 minutes and an average initial hold time of 163 seconds. The primary concern for SGT is insufficient resources to meet the increased demands. Access Deputy Executive Director, Operations Mike Greenwood and the PA Randy Johnson met with

41

SGT management to discuss how they will secure the resources necessary to meet service demands. SGT was successful in recruiting thirteen call-takers and reorganizing management oversight of the Call Center. Call Center performance has shown a dramatic reduction in hold times.

OSM Faustino Salvador conducted a Pull-Out Inspection to ensure driver emergency backpacks had the required supplies. The annual Drug and Alcohol Audit was conducted by LPM Consulting Inc. Lastly, SGT initiated a Driver Pledge Card campaign. SGT inspected vehicles to verify that the vehicles were equipped with the Driver Pledge Card Holders and that the drivers had a Driver Pledge Card. Drivers that did not have their pledge card were issued a temporary pledge card while a replacement was ordered. SGT also placed an additional order of pledge cards to maintain a sufficient inventory. Recent road observations have not discovered any missing pledge cards.

West CentralThe TAP Press Conference was hosted in the West Central Region. California Transit, Inc. (CTI) provided an Access van for display at the conference. The TAP program is a vital resource for Access customers because it provides them a transportation alternative through the Free Fare program.CTI experienced significant service challenges with the beginning of peak season in September. During the month of September, on-time performance was below standard at 87.7 percent and 0.31 percent of Late4 trips. Additionally, Call Center performance was also sub-standard at closing with 20 percent of calls on hold over 5 minutes and an average initial hold time of 165 seconds. The primary reason for the low performance for the month was due to the lack of personnel resources to meet the increased demand. Access Deputy Executive Director of Operations, Mike Greenwood and the PA Randy Johnson met with CTI management to review their plans to recruit additional resources. CTI attended several Job Fairs and offered new hiring incentives and bonuses to attract candidates. The Call Center was able to hire additional call-takers; however there is still a need to hire more drivers.OSM Faustino Salvador conducted a Pull-Out Inspection to ensure driver emergency backpacks had the required supplies and to verify that the Driver Pledge Card Holders and Cards were displayed in the vehicles.

Fayma Ishaq - Project Administrator

Northern Region Access PA Fayma Ishaq and OSM Christina Blanco, along with MV Transportation’s (MV) Community Relations Manager Beatriz Lara visited the Activities Recreation and Care (ARC) facility in North Hollywood and New Horizons in North Hills. ARC was pleased with the service being provided to riders and had no concerns with pick-up and drop-offs at their facility. Conversely, New Horizons staff did have some concerns regarding pick-up and drop-off of riders at their facility. Due to the fact that they have multiple

42

entrances and limited hours of operation, it has caused some confusion for drivers. A site evaluation was conducted and resulted in the identification of one location for pick-up and drop-off of riders to improve service delivery. In addition, New Horizons is in the process of purchasing a sign to guide drivers to the identified pick-up and drop-off location.

Later in the month, the Northridge Hospital Medical Center was reevaluated for its current pick-up and drop-off location. Currently, the hospital has several pockets of on-going construction taking place, hindering the ability of some Access vehicles to maneuver in and out of the parking lot. A determination was made by Access Road Safety Inspector Alex Chrisman to maintain the current pick-up and drop-off location in front of the pharmacy because it is deemed safe to maneuver and it includes marked barriers and a bench for riders to wait.OSM Christina Blanco conducted the Pull-Out Inspection to ensure that the driver emergency backpacks had the required supplies as well as vehicles having a functioning air conditioner and wheelchair ramp, exterior and interior vehicle cleanliness including the securement tracks, as well as vehicles having the necessary insurance and registration documents.

Antelope Valley RegionAccess PA Fayma Ishaq and OSM Christina Blanco met with Desert Haven Enterprise staff to collaborate on a safe and strategic plan to pick-up and drop-off riders at their facility. During peak hours, pick-up and drop-off of riders by Access vehicles are conducted in the front of the building. Due to several other transit providers requiring access to the parking lot, efficiency has been hindered. Although no alternative has been identified at the moment, Access will continue to the monitor the efficiency of pick-up and drop-offs. In addition, Desert Haven is seeking funding to make improvements to the area.

Sherry Kelley – Sr. Manager Customer Service – Customer Service Department Update

Access Customer Service department received 46,268 calls system wide in the month of September, in comparison to 46,083 calls in August. All Customer Service performance targets were met system wide.Customer Service and Operations Monitoring Center met all KPI’s for the month. Customer Care team received a total of 1,114 service related complaints; 4.0 complaints per 1,000 trips. All tickets received were investigated and closed at an average of 5.1 days.The Community Advisory Committee (CAC) had a successful meeting at LA Metro. Lastly, 839 staff commendations - Smiles! - were filed by our customers in September; 55 of which were filed on behalf of Access call center staff. We would like to congratulate Edilia Gonzales, CSR for receiving the most smiles for the month of August!

43

David Foster - Project Administrator, Eligibility - Eligibility Department Update

In September 2015, the number of eligible Access riders reached 173,507 an increase of 1,356 (0.79%) eligible riders from the previous month. Additional statistics can be found within the operations report of this board box.The Eligibility Department had a busy month working on internal process improvements as well as with other departments:

In preparation to begin conducting certification appointments at Santa Clarita Transit, staff met with San Gabriel Transit (SGT), Santa Clarita Transit (SCT) and CARE Evaluator staff to finalize the work flow process for a tentative October 1st start date. Staff completed a process flow that was reviewed and vetted by all parties to ensure that the transition to performing evaluations as well as of the scheduling of appointments and transportation by SCT will be seamless.

44

Mobility Management Statistics Report, September 2015

MonthTotal

Number of Calls

September 467 177 (38%) 38 (8%) 49 (10%) 197 (42%) 4 (1%) 2 (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

For the month of September, calls made by Mobility Management staff increased by 17% from the previous month with a total of 467 calls made. Of the 467 calls logged, staff called and spoke with 215 customers. The remaining calls were voice-mail and email messages left by staff or calls made to phone numbers that were no longer in service or disconnected.

There were no events schedule for the month of September.

45

BOARD BOX ITEM #10NOVEMBER 30, 2015


FROM: MELISSA THOMPSON, DATA ANALYST

RE: OPERATIONS REPORT FOR SEPTEMBER 2015

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

MONTHLY OPERATIONS REPORT SUMMARYCurrent Last Month % change YTD

Total Trips 281,891 275,227 2.4% 836,548

Passengers per Vehicle Trip 1.31 1.32 -0.8% 1.31

Average Trip Distance 9.09 9.14 -0.5% 9.1

Total Calls to Providers 515,26

5 512,178 0.6% 1,538,8

55

Average Initial Hold Time (seconds) 123 82 49.6% 99

% of Calls on Hold More Than 5 minutes 10.1% 3.6% 6.5% 6.4%

On-Time Performance 89.6% 90.4% -0.8% 90.3%

Late 4 Trips 0.21% 0.07% 0.14% 0.12%

Total Registered Customers

173,507 172,151 0.8%

173,507

46

MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers

Trips Back UpTrips

Passengers per Trip

Eligible Passengers per Trip

SYSTEM WIDEAUG-15 362,025 275,227 573 1.32 1.00

SEPT-15 367,877281,89

1 560 1.31 1.00% Change 1.6% 2.4% -2.3% -0.8% 0.0%

SGT - Eastern RegionAUG-15 101,280 76,203 17 1.33 0.93

SEPT-15 102,747 77,719 10 1.32 0.93% Change 1.5% 2.0% -41.2% -0.7% 0.0%

GPI - Southern RegionAUG-15 121,406 92,107 5 1.32 1.04

SEPT-15 123,567 94,403 6 1.31 1.04% Change 1.8% 2.5% 20.0% -0.8% 0.0%

CTI - WC - West Central Region

AUG-15 55,362 41,596 551 1.33 1.03SEPT-15 56,388 42,898 544 1.31 1.02

% Change 1.9% 3.1% -1.3% -1.5% -1.0%MV - San Fernando Valley Region

AUG-15 64,306 50,762 0 1.27 1.03SEPT-15 65,427 51,777 0 1.26 1.02

% Change 1.7% 2.0% 0.0% -0.8% -1.0%DT - Antelope Valley Region

AUG-15 16,345 11,721 0 1.39 1.02SEPT-15 16,264 12,016 0 1.35 1.02

% Change -0.5% 2.5% 0.0% -2.9% 0.0%SCT - Santa Clarita Region

AUG-15 3,326 2,838 0 1.17 1.01SEPT-15 3,484 3,078 0 1.13 1.01

% Change 4.8% 8.5% 0.0% -3.4% 0.0%

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PROVIDER SERVICE SUMMARY

Previous YTD-Maintenance Inspections* Current Month AverageTOTAL 61 81 70SGT – Eastern Region 0 30 10GPI – Southern Region 30 0 20CTI – West – Central Region 30 0 21MV Transit – San Fernando Valley Region 0 30 12DT – Antelope Valley Region 0 15 5SCT – Santa Clarita Region 1 6 2

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

Previous YTD-Dispatch Coordination* Current Month AverageTOTAL 172 173 181SGT – Eastern Region 20 25 22GPI – Southern Region 57 57 61CTI – West – Central Region 20 25 22MV Transit – San Fernando Valley Region 33 25 30DT – Antelope Valley Region 21 18 22SCT – Santa Clarita Region 21 23 24

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

Comparability of Access Paratransit to Fixed Route Travel Times*

Jul 1-Sep 30

Apr 1- Jun 30

Jan 1- Mar 31

Oct 1 –

Dec 31

Equal to or Shorter than Comparable Fixed Route Trip 87.3% 87.6% 89.0% 89.4%1-20 Minutes Longer than Fixed Route Trip 8.6% 8.6% 7.4% 9.0%21-40 Minutes Longer than Fixed Route Trip 2.8% 2.8% 2.9% 1.0%41-60 Minutes Longer than Fixed Route 0.8% 0.7% 0.5% 0.1%

48

Trip60 Minutes Longer than Fixed Route Trip 0.4% 0.3% 0.2% 0.4%

* The data above (based on a sample of all trips) highlights the degree to which Access Paratransit trips are comparable in terms of travel time to trips of a similar distance, origin and destination taken on local fixed route transit. **Data is recorded and entered at the end of each quarter.

North County Trips Transferring at

Previous YTD-

Olive View Current Month AverageAntelope Valley to Transfer Point 399 397 418Transfer Point to Antelope Valley 287 313 316Santa Clarita to Transfer Point 124 104 121Transfer Point to Santa Clarita 135 118 133

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

Current

Previous

Month

YTD Averag

eSystemwideCalls Answered

515,265 512,1781,538,85

5Average Initial Hold Time 123 82 99% Of Calls On Hold More Than 5 minutes 10.1% 3.6% 6.4%SGT - Eastern RegionCalls Answered 130,079 123,334 377,828Average Initial Hold Time 163 70 107% of Calls on Hold More Than 5 minutes 19.6% 4.0% 10.1%GPI - Southern RegionCalls Answered 169,970 173,338 513,245Average Initial Hold Time 87 82 88% of Calls on Hold More Than 5 minutes 3.1% 3.2% 3.9%CTI - West – Central Region

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Calls Answered 117,775 117,176 356,052Average Initial Hold Time 165 71 108% of Calls on Hold More Than 5 minutes

20.0% 4.0% 10.3%

MV Transit - San Fernando Valley RegionCalls Answered 74,396 73,796 220,147Average Initial Hold Time 114 111 107% of Calls on Hold More Than 5 minutes

3.9% 4.0% 3.7%

DT - Antelope Valley RegionCalls Answered 18,892 20,444 59,213Average Initial Hold Time 96 100 96% of Calls on Hold More Than 5 minutes

2.2% 2.7% 2.3%

SCT - Santa Clarita Valley RegionCalls Answered 4,153 4,090 12370Average Initial Hold Time 48 64 55% of Calls on Hold More Than 5 minutes

1.5% 2.9% 2.3%

CUSTOMER SERVICE & OPERATIONS MONITORING CENTER PHONE REPORTING *Standards:Average Initial Hold Time <300 SecondsAverage Call Duration<300 Seconds% of Calls on Hold Over 5 minutes <10%% Abandoned Calls <10%

Previous

Systemwide (CS and OMC) Current Month YTDCalls Answered 47,096 46,567 47,096Average Initial Hold Time 78 90 78Average Call Duration 203 208 203% of Calls on Hold More Than 5 Minutes 6.3% 8.5% 6.3%

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% of Abandoned Calls 5.2% 5.7% 5.2%Customer Service Center (CS)Access ServicesCalls Answered 11,194 12,884 11,194Average Initial Hold Time 51 117 51Average Call Duration 213 218 213% of Calls on Hold More Than 5 Minutes 3.2% 13.0% 3.2%% of Abandoned Calls 3.2% 6.3% 3.2%SouthlandCalls Answered 25,806 23,987 25,806Average Initial Hold Time 85 72 85Average Call Duration 182 186 182% of Calls on Hold More Than 5 Minutes 6.4% 5.1% 6.4%% of Abandoned Calls 5.6% 4.5% 5.6%Customer Service TotalCalls Answered 37,000 36,871 37,000Average Initial Hold Time 75 88 75Average Call Duration 191 197 191% of Calls on Hold More Than 5 Minutes 5.4% 7.9% 5.4%% of Abandoned Calls 4.9% 5.2% 4.9%

Operations Monitoring Center (OMC)Access ServicesCall Answered 7,172 6,723 7,172Average Initial Hold Time 76 105 76Average Call Duration 245 252 245% of Calls on Hold More Than 5 minutes 7.6% 11.6% 7.6%% of Abandoned Calls 5.2% 8.0% 5.2%SouthlandCall Answered 2,924 2,973 2,924Average Initial Hold Time 124 81 124Average Call Duration 252 247 252% of Calls on Hold More Than 5 minutes 14.6% 9.0% 14.6%

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% of Abandoned Calls 8.6% 7.1% 8.6%Operations Monitoring Center TotalCall Answered 10,096 9,696 10,096Average Initial Hold Time 90 98 90Average Call Duration 247 250 247% of Calls on Hold More Than 5 minutes 9.6% 10.8% 9.6%% of Abandoned Calls 6.2% 7.7% 6.2%

Eligibility DeterminationsPrevious YTD-

ADA Paratransit Evaluations Current Month AverageCompleted

UNRESTRICTTED 2,826 2,703 2,750 RESTRICTED 563 600 621 TEMPORARY 324 411 397

NOT ELIGIBLE 860 889 890 TOTAL 4,573 4,603 4,659

Re-certifications (in Person) 488 394 449 New Applicants 4,085 4,209 4,209

Eligibility RenewalsRecertification Letters Sent 5,131 5,713 5,545 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 17 15 16 Scheduling Phone Call to Evaluation 3 3 3 Scheduling Phone Call to Mail Out 29 26 26

Previous YTD-ADA Paratransit Eligibility Appeals

Current Month Average

Appeals Requested 253 248 235 Closed 210 253 253 Withdrawn/Closed Before Completion 25 33 29 Pending 380 401 391 Increased 68 78 73 Decreased 1 4 3 Modified 4 8 8 Upheld 92 100 118

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% Appeals not overturned 59% 59% 63%Net Denied Rate (Year-to-Date) 17% 18% 17.5%Process Time: Appeal Date to Mail OutADA<30) 10 12 12

OPERATIONS MONITORING CENTER ACTIVITYPrevious YTD-

Logged Calls to OMC* Current Month AverageTOTAL CALLS: 7,098 6,934 6,997 Late Calls 2,506 1,768 1,967 Other (CSC/Reservations) 4,592 5,166 5,029

*The data above represents the number of calls logged by the Operations Monitoring Center. Calls are logged by the OMC if the call requires an action by Access. Not all OMC calls are logged.

Previous YTD-Disposition of Late Calls Current Month AverageBack-Up Vehicle Sent 181 165 145 ETA Given 1,153 947 1,008 Help Calls 352 5 121 Miscellaneous 820 651 694 TOTAL LATE CALLS 2,506 1,768 1,967

Late Trip Calls to OMCResulting in Dispatch of Back-Up Vehicle

Previous YTD-

(5.4.1.6) Current Month AverageAvg. Time Between 1st Call and Arrival of back up Vehicle at Customers Location

51 50 48

Late Trip Calls to OMC ResultingIn “Wait” and Back-Up Vehicles Sent Previous YTD-(5.4.1.7) Current Month AverageIncidence of Vehicles Sent to Wait w/the Customer until Arrival of Accessible Vehicle

0 0 0.0

PROVIDER REPORT CARD

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PreviousSystemwide Current Month YTDPercentage of Trips On-Time 89.57% 90.40% 90.29%Percentage of Late Trips 10.43% 9.60% 9.71%Late “1” (1-15 min. late) 7.66% 7.40% 7.34%Late “2” (16-30 min. late) 2.00% 1.77% 1.82%Late “3” (31-45 min. late) 0.56% 0.36% 0.43%Late “4” (>46 min. late)/Missed Trips 0.21% 0.07% 0.12%No Shows 3.94% 3.87% 3.90%Accessibility Violations - occurrences 1 0 2Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.14% 0.05%

PreviousSGT – Eastern Region Current Month YTDPercentage of Trips On-Time 88.63% 91.39% 91.01%Percentage of Late Trips 11.37% 8.61% 8.99%Late “1” (1-15 min. late) 7.81% 6.29% 6.46%Late “2” (16-30 min. late) 2.39% 1.73% 1.80%Late “3” (31-45 min. late) 0.82% 0.46% 0.52%Late “4” (>46 min. late)/Missed Trips 0.36% 0.12% 0.20%No Shows 3.34% 3.10% 3.12%Accessibility Violations – occurrences 1 0 1Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

PreviousCTI – West Central Region Current Month YTDPercentage of Trips On-Time 87.69% 91.23% 89.93%Percentage of Late Trips 12.31% 8.77% 10.07%Late “1” (1-15 min. late) 8.51% 6.83% 7.39%Late “2” (16-30 min. late) 2.65% 1.54% 2.01%Late “3” (31-45 min. late) 0.85% 0.35% 0.52%Late “4” (>46 min. late)/Missed Trips 0.31% 0.06% 0.15%

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No Shows 4.79% 4.42% 4.51%Accessibility Violations - occurrences 0 0 1Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.83% 0.28%

PreviousGPI – Southern Region Current Month YTDPercentage of Trips On-Time 89.68% 88.23% 88.57%Percentage of Late Trips 10.32% 11.77% 11.43%Late “1” (1-15 min. late) 7.78% 8.87% 8.55%Late “2” (16-30 min. late) 1.94% 2.38% 2.27%Late “3” (31-45 min. late) 0.44% 0.46% 0.50%Late “4” (>46 min. late)/Missed Trips 0.16% 0.06% 0.11%No Shows 4.42% 4.58% 4.58%Accessibility Violations - occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

PreviousMVT – Northern Next Day Trips Current Month YTDPercentage of Trips On-Time 91.55% 91.67% 92.03%Percentage of Late Trips 8.45% 8.33% 7.97%Late “1” (1-15 min. late) 6.86% 7.06% 6.69%Late “2” (16-30 min. late) 1.25% 1.10% 1.07%Late “3” (31-45 min. late) 0.27% 0.13% 0.17%Late “4” (>46 min. late)/Missed Trips 0.06% 0.03% 0.04%No Shows 3.04% 3.12% 3.11%Accessibility Violations - occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

PreviousDT – Antelope Valley Current Month YTDPercentage of Trips On-Time 91.78% 92.12% 91.84%Percentage of Late Trips 8.22% 7.88% 8.16%Late “1” (1-15 min. late) 6.77% 6.58% 6.77%Late “2” (16-30 min. late) 1.28% 1.10% 1.22%Late “3” (31-45 min. late) 0.16% 0.20% 0.17%Late “4” (>46 min. late)/Missed Trips 0.00% 0.00% 0.00%No Shows 3.04% 3.03% 3.04%

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Accessibility Violations - occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

PreviousSCT – Santa Clarita Valley Current Month YTDPercentage of Trips On-Time 95.18% 95.54% 95.67%Percentage of Late Trips 4.82% 4.46% 4.33%Late “1” (1-15 min. late) 3.44% 3.77% 3.39%Late “2” (16-30 min. late) 0.91% 0.27% 0.52%Late “3” (31-45 min. late) 0.18% 0.08% 0.13%Late “4” (>46 min. late)/Missed Trips 0.04% 0.04% 0.05%No Shows 2.85% 3.12% 3.14%Accessibility Violations - occurrences 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 SystemSGT

Eastern Region

CTIWest

Central Region

GPISouther

n Region

MVTSan

Fernando Valley

DTAntelope Valley Region

SCTSanta Clarita Valley

ADA 2 1 0 0 1 0 0Animal 0 0 0 0 0 0 0Booking 104 20 9 59 12 4 0Conduct 132 42 15 52 16 7 0Late 129 45 14 55 10 5 0Late 4 23 7 1 11 1 3 0Procedure 391 117 57 168 36 11 2Risk Management 157 44 16 52 39 6 0Routing 84 15 10 32 27 0 0Wheelchair Securement

2 0 0 0 2 0 0Service 33 4 0 28 1 0 0Travel Time 29 7 0 13 7 2 0Vehicle 11 2 2 5 2 0 0TOTAL 1,097 304 124 475 154 38 2Ratio per 1,000 Trips 3.9 4.4 2.9 5.0 3.0 3.2 0.6Commendations 724 219 87 250 130 36 1

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Travel Training Statistics

Travel Training, Fiscal Year 2015-2016 Aug – 15 Sep - 15 YTD

Accepted Travel Training 20 14 57Waiting for Travel Training 13 27 62Started Travel Training 14 11 44

Completed Travel Training 20 14 57Discontinued Services 2 0 2People Currently in Travel Training 0 0 0Total Follow-up Response Month 2 18 18 59#Graduates Using Bus After 2 Months 14 13 45Average # of Trips per-week, Month 2 5 6 16

Estimated Bus Trips Taken, YTD 1,107 2,127 3,633*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.

58

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun50,000

100,000

150,000

200,000

250,000

300,000

Total Trips ComparisonFY 14/15 FY 15/16

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Documents

TO:BOARD OF DIRECTORS - Home - Access Servicesaccessla.org/uploads/files/BoardBoxNov2015revised2.docx · Web viewjoined Access Services as Senior Manager, Financial Planning & Analysis