Board Box

October 2016

Item # / Item / Staff / Page
1. / Key Performance Indicators / M. Thompson / 2-8
2. / Financial Report for February 2016 / H. Rodriguez / 9-13

ITEM 1

October 17, 2016

TO:BOARD OF DIRECTORS

FROM:MELISSA THOMPSON, DATA ANALYST

RE:KEY PERFORMANCE INDICATORS

ISSUE:

The following pages provide a summary of the Key Performance Indicators for:

  • Operations
  • Eligibility and Appeals
  • Safety
  • Customer Service

Performance Summary

Standard / Jul-16 / Aug-16 / Sep-16 / YTD
Vehicle Trips / 277,425 / 300,549 / 292,963 / 870,937
Passenger Trips / 360,129 / 388,378 / 375,926 / 1,124,433
On-Time Performance / ≥ 91% / 92.3% / 91.7% / 89.9% / 91.3%
Excessively Late Trips (L4) / ≤ 0.10% / 0.08% / 0.07% / 0.18% / 0.11%
Average Hold Time (secs) / ≤ 120 / 78 / 88 / 102 / 90
Calls on Hold over 5 Minutes / ≤ 5% / 2.6% / 3.5% / 4.4% / 3.5%
Denials (Negotiations outside 1hr) / ≤ 1.0% / 0.59% / 0.20% / 0.23% / 0.37%
Trips Summary
Vehicle Trips
Jul-16 / Aug-16 / Sep-16 / YTD
System / 277,425 / 300,549 / 292,963 / 870,937
Antelope Valley / 12,647 / 14,763 / 13,727 / 41,137
Eastern / 76,026 / 82,155 / 80,457 / 238,638
Northern / 49,912 / 55,204 / 53,961 / 159,077
Santa Clarita / 2,585 / 3,274 / 3,439 / 9,298
Southern / 94,331 / 101,365 / 97,802 / 293,498
West Central / 41,882 / 43,741 / 43,533 / 129,156
Backup / 42 / 47 / 44 / 86
Passenger Trips – includes PCAs, Guests, Children
Jul-16 / Aug-16 / Sep-16 / YTD
System / 360,129 / 388,378 / 375,926 / 1,124,433
Antelope Valley / 18,316 / 20,827 / 19,077 / 37,393
Eastern / 101,298 / 108,984 / 106,122 / 207,420
Northern / 63,429 / 69,994 / 68,239 / 131,668
Santa Clarita / 3,053 / 3,768 / 3,957 / 7,010
Southern / 117,738 / 126,036 / 120,637 / 238,375
West Central / 56,253 / 58,722 / 57,850 / 114,103
Backup / 42 / 47 / 44 / 86
No-Shows
Jul-16 / Aug-16 / Sep-16 / YTD
System / 3.5% / 3.5% / 3.7% / 3.6%
Antelope Valley / 3.3% / 3.6% / 3.6% / 3.5%
Eastern / 2.5% / 2.6% / 2.8% / 2.6%
Northern / 3.2% / 3.1% / 3.3% / 3.2%
Santa Clarita / 2.2% / 2.3% / 2.9% / 2.5%
Southern / 4.0% / 3.9% / 4.4% / 4.1%
West Central / 4.1% / 4.2% / 4.2% / 4.2%
Comparability of Access to Fixed Route Travel Times
Jul-16 / Aug-16 / *Sep-16 / YTD
Equal to or Less / 88.34% / 88.20% / 88.30%
1-20 minutes longer / 8.07% / 8.14% / 8.09%
21-40 minutes longer / 2.52% / 2.58% / 2.54%
41-60 minutes longer / 0.72% / 0.77% / 0.74%
60 minutes or longer / 0.35% / 0.31% / 0.34%

The data above (based on a statistically valid sample) highlights the degree to which Access trips are comparable in terms of travel time to trips of a similar distance, origin and destination taken on local fixed route transit.

*September 2016 data not yet available

Key Performance Indicators
On-Time Performance – 91 percent or better
Jul-16 / Aug-16 / Sep-16 / YTD
System / 92.3% / 91.7% / 89.9% / 91.3%
Antelope Valley / 92.3% / 90.1% / 91.9% / 91.4%
Eastern / 94.3% / 93.0% / 88.7% / 92.0%
Northern / 91.5% / 91.4% / 90.9% / 91.3%
Santa Clarita / 97.0% / 95.8% / 94.8% / 95.7%
Southern / 90.9% / 91.0% / 90.1% / 90.7%
West Central / 92.4% / 91.4% / 88.9% / 90.9%
Excessively Late Trips (Over 45 minutes late) – 0.10 percent or less
Jul-16 / Aug-16 / Sep-16 / YTD
System / 0.08% / 0.07% / 0.18% / 0.11%
Antelope Valley / 0.00% / 0.00% / 0.00% / 0.00%
Eastern / 0.03% / 0.03% / 0.22% / 0.09%
Northern / 0.12% / 0.07% / 0.15% / 0.12%
Santa Clarita / 0.00% / 0.00% / 0.06% / 0.02%
Southern / 0.12% / 0.12% / 0.24% / 0.16%
West Central / 0.03% / 0.04% / 0.13% / 0.07%
Denials (Negotiations outside 1 hour window) – 1 percent or less
Jul-16 / Aug-16 / Sep-16 / YTD
System / 0.59% / 0.20% / 0.23% / 0.37%
Antelope Valley / 0.00% / 0.00% / 0.00% / 0.00%
Eastern / 0.83% / 0.00% / 1.33% / 0.63%
Northern / 0.00% / 1.33% / 0.00% / 0.37%
Santa Clarita / 1.65% / 0.00% / 0.00% / 0.74%
Southern / 0.00% / 0.00% / 0.00% / 0.00%
West Central / 0.83% / 0.00% / 0.00% / 0.32%
Average Initial Hold Time (Reservations) – 120 seconds or less
Jul-16 / Aug-16 / Sep-16 / YTD
System / 78 / 88 / 102 / 90
Antelope Valley / 89 / 105 / 98 / 98
Eastern / 39 / 52 / 66 / 53
Northern / 104 / 106 / 106 / 105
Santa Clarita / 37 / 39 / 40 / 39
Southern / 119 / 126 / 151 / 132
West Central / 39 / 52 / 66 / 53
Calls on Hold over 5 minutes (Reservations) – 5 percent or less
Jul-16 / Aug-16 / Sep-16 / YTD
System / 2.6% / 3.5% / 4.4% / 3.5%
Antelope Valley / 1.6% / 2.7% / 2.2% / 2.2%
Eastern / 1.9% / 3.1% / 4.6% / 3.2%
Northern / 3.2% / 4.0% / 3.2% / 3.5%
Santa Clarita / 1.0% / 1.2% / 1.5% / 1.2%
Southern / 3.5% / 3.9% / 5.1% / 4.2%
West Central / 1.8% / 3.2% / 4.7% / 3.2%

Complaints and Commendations

System (Ratio by 1,000 trips)
Category / Jul-16 / Aug-16 / Sep-16 / YTD
ADA / 0.1 / 0.1 / 0.2 / 0.1
Booking / 0.4 / 0.4 / 0.4 / 0.4
Conduct / 0.5 / 0.7 / 0.7 / 0.6
General Service / 0.1 / 0.1 / 0.2 / 0.1
Late Trips / 0.3 / 0.3 / 0.5 / 0.4
“Late 4” (+45 mins) / 0.1 / 0.1 / 0.2 / 0.2
Procedure / 1.3 / 1.6 / 1.6 / 1.5
Routing / 0.1 / 0.2 / 0.3 / 0.2
Securement / 0.0 / 0.0 / 0.0 / 0.0
Service Animal / 0.0 / 0.0 / 0.0 / 0.0
Travel Time / 0.0 / 0.0 / 0.1 / 0.0
Vehicle / 0.0 / 0.0 / 0.0 / 0.0
Total / 2.9 / 3.6 / 4.2 / 3.6
Complaints by Region (Ratio per 1,000 trips)
Jul-16 / Aug-16 / Sep-16 / YTD
System / 2.9 / 3.6 / 4.2 / 3.6
Antelope Valley / 2.9 / 3.9 / 2.7 / 3.2
Eastern / 2.5 / 3.8 / 3.8 / 3.4
Northern / 2.4 / 2.4 / 2.3 / 2.4
Santa Clarita / 0.0 / 0.9 / 0.6 / 0.5
Southern / 4.9 / 5.9 / 6.7 / 5.9
West Central / 2.5 / 2.9 / 2.4 / 2.6
Commendations (Ratio per 1,000 trips)
Jul-16 / Aug-16 / Sep-16 / YTD
System / 2.1 / 2.4 / 2.2 / 2.2
Complaint Response Time - 14 days or less
Jul-16 / Aug-16 / Sep-16 / YTD
Complaints requesting response / 274 / 335 / 391 / 1,000
Average days for response / 11.6 / 16.3 / 20.1 / 16.5

Eligibility and Appeals

Eligibility - 21 days or less
Jul-16 / Aug-16 / Sep-16 / YTD
ADA Evaluations Performed / 3,599 / 4,006 / 3,647 / 11,252
Days From Application to Decision (avg) / 6 / 7 / 7 / 6.7
Eligibility Determinations
Jul-16 / Aug-16 / Sep-16 / YTD
Unrestricted / 1,675 / 1,944 / 1,858 / 5,477
Restricted / 336 / 574 / 515 / 1,425
Temporary / 199 / 216 / 174 / 589
Not Eligible / 1,389 / 1,272 / 1,100 / 3,761
Total / 3,599 / 4,006 / 3,647 / 11,252
Appeals - 30 days or less
Jul-16 / Aug-16 / Sep-16 / YTD
Appeals Performed / 330 / 289 / 364 / 983
Days From Appeal to Decision (avg) / 11 / 12 / 10 / 11

Safety

Preventable Collisions per 100,000 Miles - 0.50 or less
Jul-16 / Aug-16 / Sep-16 / YTD
System / 0.45 / 0.50 / 0.42 / 0.46
Antelope Valley / 0.64 / 0.00 / 0.58 / 0.41
Eastern / 0.60 / 0.85 / 0.36 / 0.60
Northern / 0.43 / 0.27 / 0.41 / 0.37
Santa Clarita / 0.00 / 3.23 / 0.00 / 1.13
Southern / 0.59 / 0.48 / 0.66 / 0.58
West Central / 0.00 / 0.18 / 0.13 / 0.10

Customer Service

Phone Statistics

Customer Service
Standard / Jul-16 / Aug-16 / Sep-16 / YTD
Customer Service Calls / 28,247 / 34,986 / 24,211 / 87,444
Average Initial Hold Time / ≤ 180 sec / 176 / 119 / 182 / 155
Calls on Hold over 5 Minutes / ≤ 10% / 21.2% / 12.3% / 23.6% / 18.3%
Call Duration / ≤ 300 sec / 276 / 266 / 272 / 271
Calls Abandoned / ≤ 10% / 18.0% / 13.2% / 20.4% / 16.9%
*Operations Monitoring Center
Standard / Jul-16 / Aug-16 / Sep-16 / YTD
Customer Service Calls / 9,056 / 9,392 / 9,043 / 27,491
Average Initial Hold Time / ≤ 180 sec / 88 / 117 / 188 / 131
Calls on Hold over 5 Minutes / ≤ 10% / 9.0% / 13.9% / 26.1% / 16.3%
Call Duration / ≤ 300 sec / 266 / 293 / 431 / 329
Calls Abandoned / ≤ 10% / 7.7% / 10.1% / 23.9% / 14.2%

*The Operations Monitoring Center function transitioned to ALTA Resources on September 12, 2016.

ITEM 2

October 17, 2016

TO:BOARD OF DIRECTORS

FROM:HECTOR RODRIGUEZ, DEPUTY EX. DIRECTOR, FINANCE

RE:FINANCIAL REPORT FOR AUGUST 2016

Attached for your review are the draft financial reports for August 2016.

Approved FY 2016/17 Budget to Actual Fiscal Year-to-Date Comparison:

Passengers: 2.1% under budget

Contract Revenue Miles: 1.1% under budget

Trips: 1.4% under budget

Completed Eligibility Interviews: 22.9% under budget

Average Trip Distance: 0.3% over budget at 9.11 miles

Total cost per Passenger (before depreciation): 1.0% under budget

Administration Function is 21% over budget

Eligibility Determination Function is 9.0% over budget

Paratransit Operations Function is 5.0% under budget

Attached are the following reports for your review:

  • Statistical Comparison: August 2015 to August 2016
  • 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 August 2016
% Over / / % Over /
% of / YTD / YTD / (Under) / (Under)
Cost / Actual / Budget / Variance / Budget / Prior Yr
Paratransit Operations / 86% / $21,409,890 / $22,655,901 / ($1,246,011) / -5% / 3%
Eligibility Determination / 7% / $1,854,725 / $1,704,753 / $149,972 / 9% / 18%
CTSA/Ride Information / 0.3% / $67,333 / $91,152 / ($23,819) / -26% / -26%
Administrative / 6% / $1,419,970 / $1,176,931 / $243,039 / 21% / 40%
Total Exp before Depreciation / $24,751,918 / $25,628,737 / ($876,819) / -3% / 6%
Statistics - - For the YTD Period Ended August 2016
% Over / / % Over /
YTD / YTD / (Under) / (Under)
Actual / Budget / Variance / Budget / Prior Yr
Number of Completed Cert Interviews / 7,618 / 9,875 / (2,257) / -22.9% / -36%
Number of PAX / 741,523 / 757,551 / (16,028) / -2.1% / 2%
Number of Contract Revenue Miles / 5,212,668 / 5,272,747 / (60,079) / -1.1% / 3%
Number of Trips / 571,970 / 580,160 / (8,190) / -1.4% / 3%
Average Trip Distance / 9.11 / 9.09 / 0.03 / 0.3% / -1%
Purchased Transportation Cost
Cost per Trip / $31.79 / $32.85 / ($1.06) / -3% / -6%
Cost per PAX / $24.52 / $25.16 / ($0.63) / -3% / -5%
Cost per Contract Rev Mile / $3.49 / $3.61 / ($0.13) / -3% / -5%
Total Cost per Pax before Depreciation / $33.38 / $33.83 / ($0.45) / -1% / 3%
Budget Results for FY 2016/2017
For YTD Period Ending August 2016
% Over / / % Over /
YTD / YTD / (Under) / (Under)
Actual / Budget / Variance / Budget / Prior Yr
Total Exp before Capital / $24,751,918 / $25,628,737 / ($876,819) / -3% / 6%
Revenue
Passenger Fares / 1,586,832 / 1,577,243 / 9,589
Other Revenue / 86,835 / 86,835
Total Revenue / 1,673,667 / 1,577,243 / 96,424 / 6% / 0%
Capital Expenditures
Vehicles / 2,434,519 / 1,488,333 / 946,186
Other Capital Expenditures / 171,440 / 83,333 / 88,107
Total Capital Expenditures / $2,605,959 / $1,571,667 / $1,034,292 / 66% / 3232%
Over/(Under) Budget Aug 2016 / $157,473

YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST