Board Box
FEBRUARY17, 2015
Item / Board Box Item / Staff / PagesRecap of Recent Legislative Activities for February 2015 / A. Colaiace / 2-3
New Employee Update / F. Moseley / 4-5
Safety Update For December 2014 / M. Greenwood / 6
Update Rolling Board Agenda Calendar / F. Jewell / 7-8
Board Member Communication Follow-Up / F. Jewell / 9-14
Key Performance Indicators December 2014 / M. Thompson / 15-21
Financial Report for December 2014 / H. Rodriguez / 22-37
Executive Summary Update for December 2014 / S. Chang/S. Kelley/M. Avancena /D. Foster / 38-41
Operations Report for December 2014 / M. Thompson / 42-54
BOARD BOX ITEM #1
FEBRUARY 17, 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:President Obama’s recently released budget included a proposal for a six-year, $478 billion transportation bill that would be partially funded by a mandatory tax on companies' profits held overseas. The proposal has some good news for transit: FTA would receive $18.2 billion in fiscal 2016, a nearly 70 percent increase over the current funding level.
Additional detail for this ambitious proposal can be found on the Department of Transportation’s website:
Of course, while the President’s proposal is generous toward infrastructure spending, there is still the small issue that the Highway Trust Fund is nearly bankrupt and needs additional sources of funding. There is still little consensus in Congress about how to do this and that has led to talk of yet another extension of federal transportation policy which expires in May.
Politico reports: “Using repatriation to shore up the Highway Trust Fund has been floated by lawmakers on both sides of the aisle and the administration, but many members of the House and Senate tax-writing committees have yet to warm up to the idea. "We don't think it's going to work," said Rep. Dave Reichert, chairman of the Ways and Means revenue subcommittee. Senate Finance Chairman Orrin Hatch also opposes using repatriation for highway funding. Even if the tax-writing committees were on board, many concede it's too heavy a lift to push through Congress before the May deadline.”
State Legislative Activities: The California Transit Association reports: “Governor Brown released the 2015-16 Proposed Budget. In the transportation area the Governor’s Budget identifies a problem more on the “traditional” infrastructure side – highways, streets & roads, and bridges – than on the public transportation side of the equation. Specifically, the Budget notes that the Administration has been working toward building a robust, multimodal, and sustainable transportation infrastructure by advancing highspeed rail and creating new funding programs for transit, bicycling, and walking.”
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
BOARD BOX ITEM #2
FEBRAURY 17, 2015
TO:BOARD OF DIRECTORS
FROM:FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, ADMINISTRATION
RE:NEW EMPLOYEE UPDATE
New Employees
I am pleased to announce that we have two new employees at Access.
Randy Johnsonhas joined Access Services as Project Administrator. In this role, he will be acting as the lead technical representative for the oversight and administration of our Eastern Region provider, San Gabriel Transit; and West Central Region provider, California Transit. He will report performance data and analyze the efficiency and effectiveness of paratransit operations; ensure service quality of daily operations by working with maintenance, dispatch and on-street operations and conduct service provider on-site visits. Randy will be responsible for resolving issues requiring contract clarification, preparing and developing scopes of work, evaluating contract proposals and maintaining contract files. He will communicate policy changes and clarification to staff, contractors, riders, government agencies and social service agencies; as well as communicate individual contract issues and updates to management. As a Project Administrator, he will coordinate an area strategy for Operations which supports Access’s goals and objectives. He will contact the public for resolution of customer issues, work with government agencies and social service agencies while disseminating information at regional public meetings and public hearings. He will also chair subcommittees of riders’ advisory committees. His direct reports will include Operations Service Monitors, Hamilton Franco and Faustino Salvador.Randy will report directly to Steve Chang, Deputy Executive Director of Operations.
Randy has over 25 years of transit experience with various industries. Prior to joining Access, hewas Vice President of Business Development with SMS Transportation/Harris Consulting/KSJConstruction. He was a Vice President of Business Development with MV Transportation where heserved as lead technical and sales representative in the preparation and submission ofcompetitivetransportation contracts. He administered procurement wins and sales that resultedin over $75M, leading all Vice Presidents in sales and contract wins. His key contract successesincluded Access Services North Region and OCTA Access Services. He was also the leadtechnical and development representative for Joint Venture and Tender in Saudi Arabia (KSA-ADA). Randy worked with City of Gardena Municipal Bus Lines (GMBL) as a TransitSuperintendent. In his initial role with MV Transportation, he was a General Manager/OperationsManager and was promoted from Supervisor to General Manager within 3 months. In that role,he improved division profitability, from losing $50k/month to earning $50k/month, within oneyear; reduced service complaints by 67%, and improved daily on-time performance by 17%.Hewas a General Manager at The Parking Spot and Loomis, Fargo & Company. He began his careeras a Transportation Coordinator/Assistant Branch Manager with Roadway Package Systems(acquired by FedEx Ground).
Randy earned his Bachelor of Science in Business Administration from California State University. He holds a Transit/Paratransit Management Certificate Program from University of the Pacific. His professional affiliations include COMTO National, APTA, WTS, CalAct, Mobility 21 and The Transit Coalition.
Bridgett Harveyhas joinedAccess Services in a staff capacity as a Customer Service Representative. In this role, she will be responsible for handling calls from prospective or current customers, stranded passengers, resolving passenger issues and determining trip eligibility.She will report directly to Cara Eichorn, Customer Service Supervisor.
She has 14 years of customer service and call center experience. Prior to Access, Bridgett worked with Alta Resources as an Order Management Representative. Her past employment also includes being an Independent Sales Trainer; and a Realtor with Keller Williams Realty and Realtor/Loan Officer with Lakeshore Mortgage Services. She was the RCFE Administrator with Centinela Assistant Living where she managed a 96 bed assisted living facility in accordance with Title 22 regulations. While at Sage Software, Inc. she served as a Senior Customer Support Representative and as a Technical Support Analyst. She began her career as a Customer Relations Supervisor with SBC Telecommunication. She holds a license in the State of California as a RCFE Administrator with the CA Department of Social Services.
BOARD BOX ITEM #3
FEBRUARY 17, 2015
TO:BOARD OF DIRECTORS
FROM:MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT
RE:SAFETY UPDATE FOR DECEMBER2014
Key Safety Indicators
Access’ preventable collision rate in December 2014 was 0.28 preventable collisions per 100,000 miles (compared to 0.42 in December 2013). December 2014’s rate was well below the target of 0.50 and was the lowest monthly rate in a year-and-a-half.
The total number of preventable collisions in December was 10, down from 19 in November. Access’ collision rate over the last 13 months is favorable.
Department Activities
In December, staff from the Safety & Risk Management Department accomplished the following:
- Held its monthly Safety Steering Committee Meeting with the service providers;
- Road Safety Inspectors conducted 124 driver observations and 130 vehicle inspections;
- Attended and presented on Access’ safety and emergency preparedness programs to the City of Los Angeles’ Commission on Disability.
- Completed a review of the Access Provider Behind-the-Wheel Trainers
BOARD BOX ITEM #4
FEBRAURY 17, 2015
TO:BOARD OF DIRECTORS
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.
March 23, 2015
Council Chamber Room Glendale 613 E. Broadway, 2nd FL Glendale, CA 91206
Item / DescriptionPresentation / Access to Work Review
Consideration to Extend / Integrated Data System (AS-3039)
Consideration to Approve / Origin to Destination Policy Recommendation
Consideration to Approve / Draft Fare Policy Recommendation for Committee/Public Input
Consideration to Extend / West/Central Service Area Contract (AS-2364)
Consideration to Approve / Internet Services Contract
April 17, 2015
Membership Meeting– Southern California Association of Governments (SCAG)
818 West 7th Street, 12th FL, Los Angeles CA 20017
Item / DescriptionConsideration to Approve / Origin to Destination Policy Recommendation
Consideration to Approve / By Law Changes
Consideration to Establish / Nominating Committee – Board Elections
May 18, 2015
YMCA – Union Pacific Empowerment Center, 4315 Union Pacific Ave, Los Angeles CA 90023
Item / DescriptionConsideration to Approve / Commercial Business Package Insurance
Consideration to Approve / Employee Health and Benefit Insurance Contracts
Consideration to Renew / Self-Insured Retention Automobile Liability Program
Consideration to Authorize / Funding For Back-up Service Providers
BOARD BOX ITEM #5
FEBRAURY 17, 2015
TO:BOARD OF DIRECTORS
FROM:F SCOTT JEWELL, CHIEF OPERATING OFFICER
RE:BOARD MEMBER COMMUNICATION FOLLOW-UP
At the January 12, 2015 Board of Directors meeting the following items were referred to staff for clarification.
- In the October 2014 Operations Report it seems inconsistent that the number of trips increased 8% but the number of calls decreased by 2% from the previous month. Please comment on this.
Staff response – It is important to note that the Total Calls to Providers is for all types of calls - reservation calls, cancelations and ETAs. The inclusion of non-reservation calls can lead to inconsistent call volume growth (or decline) month to month, as shown in the table below.
% Change from Previous MonthJan / Feb / Mar / Apr / May / Jun / Jul / Aug / Sep / Oct / Nov / Dec
2013 / Calls / -8% / 1% / 13% / -9% / 7% / -9% / 4% / 0% / 5% / 2% / -1% / -7%
Trips / 6% / -3% / 10% / 0% / 4% / -7% / 5% / 2% / -1% / 8% / -13% / -1%
2014 / Calls / 4% / -4% / 13% / -14% / 11% / -8% / 1% / -4% / 7% / -2% / 4% / -3%
Trips / 5% / -5% / 9% / 0% / 2% / -4% / 3% / -1% / 2% / 8% / -16% / 3%
Staff generally analyzes call volume on a calls per trip ratio. From a monthly trend perspective, the number of calls per trip from September 2014 to October 2014 decreased at the same rate as the previous year.
- Can you please clarify on how comparability of Access Paratransit to fixed route travel times is calculated?
Staff response – A random sample of completed Access trips are entered into Metro’s Trip Planner. The calculation includes –
- The walking time between the street address (for both the pick-up and drop-off locations) and their respective nearest bus stop (maximum of ¾ of a mile distance),
+
- The time on the appropriate fixed route operator(s)
+
- Twenty (20) minutes (reflects our current pick-up window as well as a reasonable amount of time someone would wait for the next fixed route vehicle).
This total time is then compared to the time it took the actual Access trip to travel.
- Customer Service and the Operations Monitoring Center (at Access’ administrative offices) are exhibiting troubling performance in the October 2014 Operations Report with a reported calls on hold over 5 minutes at 50% and 45% respectively and all calls being abandoned before talking to an agent at 19.2% and 24.9% respectively. What is being done to address this development?
Staff response - We continue to see a rise in the number of calls received by the Access (administrative office) call center for Operations Monitoring Center (OMC) and Customer Service (CS). During the first half of the fiscal year (Jul-Dec 2014), there was an 8% increase in calls received by the Access call center compared to the previous year. October reflected our highest average daily number of calls (505) handled by the OMC for the entire fiscal year. The average monthly number of OMC calls for 2014 was 385.
The months where we have not met our performance goals is attributed to spikes in call volume and staffing levels. In response we –
- Hired four (4) additional Customer Service Representatives (CSRs); two (2) in late October and two (2) in December.
- Began sampling calls to refine categories and found that the top four call types that are erroneously coming into the OMC and CS queues are related to reservations requests, no show/late cancellations, TAP cards and eligibility requests.
- We will be addressing the impact (@24%) of these calls by modifying our call menu (to be completed in mid–February 2015) to include a message that allows the caller to opt out of a queue and connect to the more appropriate area (i.e. the caller will be able to transfer to Access’ reservation queue rather than waiting in the CS queue). This is anticipated to mitigate those type of calls holding in the queues.
- With the anticipated revisions to the No Show Policy, we are revamping our written and web communication materials to educate our customers about the policy and potentially mitigate more of those type of calls.
- Made adjustments to our morning staffing in January 2015 to address the high volume of calls that we receive upon opening at 8am and closing between 4pm & 5pm, as the high number of calls received during these times were not allowing us to recover to meet goals.
The charts below illustrate the trends for call volume, average initial hold time, and calls on hold over 5 minutes for both OMC and CS.
While the performance indicators are trending towards our standards, staff will continue to closely monitor service levels and adjust as necessary. Beginning in February 2015 a comprehensive review of Access’ entire customer service function will be conducted by anindependent consulting firm that staff anticipates will lead to a number of recommendations and refinements.
BOARD BOX ITEM #6
FEBRUARY 17, 2015
TO:BOARD OF DIRECTORS
FROM:MELISSA THOMPSON, DATA ANALYST
RE:KEY PERFORMANCE INDICATORS
The following graphs represent key system indicators for the fiscal year as of DECEMBER 2014. 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 thelevel of service that our customers are experiencing when using Access.
Operations Performance
Trips represent the total number of completed trips.
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.
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.
Complaints per 1,000 Trips is the ratio of valid service complaints to completed trips.
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.
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.
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.
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.
Customer Service Performance
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.
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.
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.
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.
BOARD BOX ITEM #7
FEBRUARY 17, 2015
TO:BOARD OF DIRECTORS
FROM:HECTOR RODRIGUEZ, CONTROLLER
RE:FINANCIAL REPORT FOR DECEMBER2014
Attached for your review are the draft financial reports for December 2014.
Approved FY 2014/15 Budget to Actual Fiscal Year-to-Date Comparison:
Passengers: 2.4% over budget
Contract Revenue Miles: 3.6% over budget
Trips: 1.7% over budget
Completed Eligibility Interviews: 1.6% over budget
Average Trip Distance: 1.9% over budget at 9.31 miles
Total cost per Passenger (before depreciation): 2.9% under budget
Administration Function is 11.0% under budget
Eligibility Determination Function is 0.7% over budget
Paratransit Operations Function is 0.4% over budget
Attached are the following reports for your review:
- Statistical Comparison: December 2013 to December 2014
- Expenses by Functional Area
- Budget to Actual Comparison of Statistics
- YTD Budget Results
- Graph: YTD PAX Cost Comparison
- Detailed Financial Reports
1
Expenses by Functional Area
For the YTD Period Ending December2014
% ofCost / YTD
Actual / YTD
Budget / Variance / % Over
<Under>
Budget / % Over
<Under>
Previous Yr.
Paratransit Operations / 88.6% / $58,619,036 / $58,357,634 / $261,402 / 0.4% / 1.4%
Eligibility Determination / 6.9% / 4,652,858 / 4,531,490 / 31,368 / 0.7% / 1.0%
CTSA/Ride Information / 0.4% / 253,339 / 229,517 / 23,822 / 10.4% / (10.7)%
Administrative / 4.1% / 2,732,507 / 3,071,447 / (338,940) / (11.0)% / (8.3)%
Total Exp before Depreciation / $66,167,740 / $66,190,087 / $ (22,347) / 0.0% / 0.9%
Statistics - - For the YTD Period Ended December2014
YTDActual / YTD
Budget / Variance / % Over
<Under>
Budget / % Over
<Under>
Previous Yr.
Number of Completed Cert Interviews / 31,426 / 30,944 / 482 / 1.6% / 13.7%
Number of PAX / 2,030,947 / 1,982,473 / 48,474 / 2.4% / 5.1%
Number of Contract Revenue Miles / 14,522,650 / 14,016,104 / 506,546 / 3.6% / 6.6%
Number of Trips / 1,560,646 / 1,534,449 / 26,197 / 1.7% / 5.2%
Average Trip Distance / 9.31 / 9.13 / 0.18 / 1.9% / 1.3%
Purchased Transportation Cost
Cost per Trip / $ 34.13 / $ 33.74 / $ 0.38 / 1.1% / (2.7)%
Cost per PAX / $ 26.22 / $ 26.12 / $ 0.11 / 0.4% / (2.6)%
Cost per Contract Rev Mile / $ 3.67 / $ 3.69 / $ (0.03) / (0.7)% / (4.0)%
Total Cost per Pax before depreciation / $ 31.85 / $ 32.54 / $ (0.69) / (2.1)% / (3.9)%
Budget Results for FY 2014/2015