DATEAGENDA ITEM6
May 8, 2013

SUBJECT

East Valley Dial-a-RideUpdate & Passenger (EVDAR) Survey Report Results

PURPOSE
To provide the Transit Management Committee information on the results of the first six months of brokered Dial-a-Ride service in the East Valley and to share the EVDAR passenger survey results of the brokerage service model and the contractor, Total Transit.

BACKGROUND/DISCUSSION/CONSIDERATION

East Valley Dial-a-Ride (EVDAR) is a sub-regional demand response transportation service provided in Chandler, Gilbert, Mesa, Scottsdale, and Tempe. For over 14 years, EVDAR has been provided under contract by private operators using Valley Metro owned vans. On July 1, 2012, EVDAR service began operating as a brokered service under contract with Total Transit. Under this service delivery model, Total Transit is contracted to provide up to 50 percent of the trips directly using their own fleet of taxiswith the remaining trips provided by their participating subcontractors,including a non-profit provider.

In addition to the projected cost savings, the brokerage service model offered East Valley cities an opportunity to provide the proper vehicle for each customer’s needs, integrate private sector capital investment into the public transportation system, and develop a foundation for regional paratransit operations. In the first nine months of operation, EVDAR has experienced increases in passenger trips (11.7%), total passengers (17.0%), and revenue miles (8.7%). There have been decreases in the following metrics: average trip length (-2.3%), cost per trip (-23.0%), and cost per mile (-14.4%). Overall, the cost to run the service as compared to the same 9 months in FY 12 has decreased(-13%).

As part of the Valley Metro monitoring process of Total Transit, a passenger survey was conducted six months after the service start date to gain passenger input on the service contractor. WestGroup Research conducted the 2013 EVDAR passenger survey as well as the previous 2011 Regional Dial-a-Ride Passenger Survey Study. In late December 2012 and early January 2013, WestGroup contacted 601 EVDAR passengers by telephone to query them about their satisfaction with and opinions about the new service. Some interview questions were also asked in the prior survey allowing satisfaction levels to be measured against service before the contractor change. The 2013 survey has a 95% level of confidence and a margin of error of +/- 3.3% for the total sample of 601 current EVDAR riders.

The survey conclusions indicate the majority of the riders believe the service has improved with the contractor change. Key findings of the survey include:

  • Perceptions of drivers always being on time and always arriving at the destination have significantly improved from the previous contractor.
  • Satisfaction levels for measures pertaining to EVDAR phone representatives, drivers, and vehicles used remain very positive. Comfort level with the type of vehicles used for service increased significantly from the 2011 survey.
  • Satisfaction levels of passengers who use mobility aids concerning vehicle accessibility and driver assistance were very positive.
  • Rider satisfaction levels with transfers to other dial-a-rides continue to indicate areas where improvements could be made with 41% of the riders who make transfers being dissatisfied with the transfer process.
  • Overall, riders were very positive with the new service model and contractor and when given an opportunity to suggest improvements needed, three in 10 riders did not have any suggested changes.

COST AND BUDGET

The budgeted amount for the East Valley Dial-a-Ride project for FY 13 was $6,068,790. Due to the increase in passenger trips and miles, a mid-year budget adjustment was made which added $200,000 to Project 2030. The total cost of the survey was $16,000, which was included in the FY 13 budget, Project 2030.

COMMITTEE PROCESS

TMC - April 3, 2013 for information

Board of Directors – May 16, 2013 for information

RECOMMENDATION
This item is presented for information only.

CONTACT
Jim Wright

Bus and Paratransit Services Director

480-287-5980

ATTACHMENTS

None

A complete copy of the East Valley Dial-a-Ride Passenger Survey Study, January 2013 is available on our web site.

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