From:Shelly Verrinder, Executive Director

From:Shelly Verrinder, Executive Director

Board Box

April 2016

Item # / Item / Staff / Page
1. / Executive Summary Update / S. Verrinder
S. Boden / 2
2. / Key Performance Indicators / M. Thompson / 3-9
3. / Financial Report for February 2016 / H. Rodriguez / 10-13

ITEM 1

APRIL 21, 2016

TO:BOARD OF DIRECTORS

FROM:SHELLY VERRINDER, EXECUTIVE DIRECTOR

SARAH BODEN, CHIEF OPERATING OFFICER

RE:EXECUTIVE sUMMARY UPDATE

ISSUE:

A recap of the most recent issues, events, and milestones:

  • No significant deviations on any of the operating or performance statistics.
  • The Customer Service contractor transition continues to go smoothly. ALTA is on track to meet KPI levels for Phase 1 before starting Phase 2, on May 23rd. Phase 2 will be the transition of Access customer service functions, including intake of complaints.
  • The Where’s My Ride project is progressing according to plan. We are currently working with our Beta partner, Global Paratransit, on interfaces.

ITEM 2

APRIL 22, 2016

TO:BOARD OF DIRECTORS

FROM:MELISSA THOMPSON, DATA ANALYST

RE:KEY PERFORMANCE INDICATORS

ISSUE:

On the following pages is a summary of the Key Performance Indicators for:

  • Operations
  • Eligibility and Appeals
  • Safety
  • Customer Service

OPERATIONS

Standard / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
On-Time Performance / ≥ 91% / 90.2% / 90.4% / 91.0% / 90.5%
Excessively Late Trips (L4) / ≤ 0.10% / 0.13% / 0.16% / 0.13% / 0.14%
Average Hold Time / ≤ 120 secs / 99 / 90 / 88 / 92
Calls on Hold over 5 Minutes / ≤ 5% / 6.4% / 4.6% / 4.1% / 5.2%
Denials
(Negotiations outside 1 hr) / ≤ 1.0% / 0.05% / 0.09% / 0.07%

*Quarter 3 Denial audit in progress

TRIPS SUMMARY

Vehicle Trips
Jul – Sep / Oct – Dec / *Jan – Mar / Apr – Jun / YTD
System / 836,548 / 833,077 / 820,787 / 2,487,953
Antelope Valley / 34,979 / 35,607 / 36,832 / 107,418
Eastern / 231,168 / 228,337 / 217,591 / 677,096
Northern / 153,768 / 152,575 / 152,159 / 458,502
Santa Clarita / 8,648 / 9,161 / 9,383 / 24,733
Southern / 279,847 / 280,389 / 278,355 / 838,591
West Central / 126,567 / 124,998 / 124,984 / 376,549
Backup / 1,571 / 2,010 / 1,483 / 5,064
Passenger Trips – includes PCA’s, Guests, Children
Jul – Sep / Oct – Dec / *Jan – Mar / Apr – Jun / YTD
System / 1,094,060 / 1,085,121 / 1,049,518 / 3,224,717
Antelope Valley / 48,341 / 47,297 / 50,233 / 145,871
Eastern / 306,461 / 301,564 / 286,719 / 894,744
Northern / 194,627 / 192,601 / 191,552 / 578,780
Santa Clarita / 10,014 / 10,262 / 10,628 / 26,922
Southern / 365,293 / 366,253 / 345,704 / 1,077,250
West Central / 167,753 / 165,134 / 163,199 / 496,086
Backup / 1,571 / 2,010 / 1,483 / 5,064

*Quarter 3 data not audited

KEY PERFORMANCE INDICATORS BY REGION

On-Time Performance – 91 percent or better
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 90.2% / 90.4% / 91.0% / 90.5%
Antelope Valley / 91.8% / 91.1% / 91.2% / 91.4%
Eastern / 91.0% / 89.7% / 90.6% / 90.4%
Northern / 92.0% / 92.0% / 91.6% / 91.9%
Santa Clarita / 95.7% / 95.0% / 96.2% / 95.7%
South / 88.6% / 90.5% / 90.1% / 89.8%
West Central / 89.9% / 89.0% / 90.3% / 89.8%
Excessively Late Trips (Over 45 minutes late) – 0.10 percent or less
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 0.13% / 0.16% / 0.13% / 0.14%
Antelope Valley / 0.00% / 0.00% / 0.02% / 0.02%
Eastern / 0.20% / 0.29% / 0.23% / 0.24%
Northern / 0.04% / 0.06% / 0.05% / 0.06%
Santa Clarita / 0.05% / 0.03% / 0.00% / 0.03%
South / 0.11% / 0.09% / 0.09% / 0.10%
West Central / 0.15% / 0.22% / 0.12% / 0.16%
Denials (Negotiations outside 1 hour window) – 1 percent or less
Jul – Sep / Oct – Dec / *Jan – Mar / Apr – Jun / YTD
System / 0.05% / 0.09% / 0.07%
Eastern / 0.00% / 0.28% / 0.14%
Northern / 0.00% / 0.00% / 0.00%
Southern / 0.00% / 0.00% / 0.00%
West Central / 0.28% / 0.00% / 0.14%
Santa Clarita / 0.00% / 0.27% / 0.14%
Antelope Valley / 0.00% / 0.00% / 0.00%

*Quarter 3 Denial audit in progress

Average Initial Hold Time (Reservations) – 120 seconds or less
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 99 / 90 / 88 / 92
Antelope Valley / 97 / 95 / 90 / 94
Eastern / 107 / 74 / 53 / 78
Northern / 107 / 126 / 117 / 117
Santa Clarita / 56 / 41 / 36 / 45
South / 88 / 96 / 122 / 101
West Central / 107 / 74 / 54 / 78
Calls on Hold over 5 minutes (Reservations) – 5 percent or less
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 6.4% / 4.6% / 4.1% / 5.2%
Antelope Valley / 2.3% / 2.0% / 1.5% / 1.9%
Eastern / 10.1% / 4.5% / 3.2% / 5.9%
Northern / 3.7% / 5.6% / 5.2% / 4.8%
Santa Clarita / 2.3% / 1.7% / 1.0% / 1.7%
South / 3.9% / 4.8% / 5.2% / 4.6%
West Central / 10.3% / 4.5% / 3.2% / 6.0%
No-Shows
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 3.9% / 3.9% / 3.9% / 3.9%
Antelope Valley / 3.0% / 3.6% / 3.5% / 3.4%
Eastern / 3.1% / 3.3% / 3.2% / 3.2%
Northern / 3.1% / 3.2% / 3.2% / 3.2%
Santa Clarita / 3.1% / 3.0% / 2.9% / 3.0%
Southern / 4.6% / 4.4% / 4.5% / 4.5%
West Central / 4.5% / 4.5% / 4.2% / 4.4%
Comparability of Access to Fixed Route Travel Times
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
Equal to or Less / 87.5% / 86.6% / 86.6% / 86.9%
1-20 minutes longer / 8.6% / 8.9% / 9.0% / 8.8%
21-40 minutes longer / 2.8% / 3.1% / 3.0% / 3.0%
41-60 minutes longer / 0.8% / 0.9% / 0.9% / 0.9%
60 minutes or longer / 0.4% / 0.5% / 0.5% / 0.4%

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.

Complaints and Commendations - Summary

System (Ratio by 1,000 trips)
Category / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
ADA / 0.0 / 0.0 / 0.0 / 0.0
Service Animal / 0.0 / 0.0 / 0.0 / 0.0
Booking / 0.4 / 0.3 / 0.4 / 0.4
Conduct / 0.5 / 0.5 / 0.6 / 0.5
Late Trips / 0.4 / 0.3 / 0.3 / 0.3
“Late 4” (+45 mins) / 0.1 / 0.2 / 0.2 / 0.1
Procedure / 1.3 / 1.5 / 1.6 / 1.5
Routing / 0.2 / 0.3 / 0.2 / 0.2
Securement / 0.0 / 0.0 / 0.0 / 0.0
Service / 0.1 / 0.1 / 0.1 / 0.1
Travel Time / 0.1 / 0.1 / 0.1 / 0.1
Vehicle / 0.0 / 0.0 / 0.0 / 0.0
Total / 3.1 / 3.2 / 3.6 / 3.3
Complaints by Region (Ratio per 1,000 trips)
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 3.1 / 3.2 / 3.6 / 3.3
Antelope Valley / 2.7 / 3.4 / 2.1 / 2.7
Eastern / 3.0 / 3.8 / 3.9 / 3.6
Northern / 2.1 / 1.9 / 2.0 / 2.0
Santa Clarita / 1.2 / 0.3 / 0.5 / 0.7
Southern / 4.4 / 4.1 / 5.4 / 4.6
West Central / 2.5 / 2.7 / 2.3 / 2.5
Commendations (Ratio per 1,000 trips)
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 2.5 / 2.7 / 2.4 / 2.5

ELIGIBILITY AND APPEALS

Eligibility
Standard / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
ADA Evaluations Performed / 13,978 / 11,344 / 10,200 / 35,522
Days From Application to Decision / ≤ 21 / 6.8 / 7.2 / 5.4 / 6.5
Appeals
Standard / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
Appeals Performed / 649 / 612 / 666 / 1,927
Days From Appeal to Decision / ≤ 30 / 7.1 / 8.6 / 6.5 / 7.4

SAFETY

Preventable Collisions per 100,000 Miles
Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
System / 0.6 / 0.5 / 0.7 / 0.6
Antelope Valley / 0.5 / 0.0 / 0.7 / 0.4
Eastern / 0.8 / 0.5 / 0.9 / 0.7
Northern / 0.5 / 0.5 / 0.4 / 0.5
Santa Clarita / 0.0 / 0.0 / 1.3 / 0.4
Southern / 0.5 / 0.6 / 0.8 / 0.6
West Central / 0.4 / 0.7 / 0.2 / 0.4

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CUSTOMER SERVICE

Phone Statistics

Customer Service*
Standard / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
Customer Service Calls / 139,447 / 125,931 / 132,371 / 397,749
Average Initial Hold Time / ≤ 180 sec / 86 / 108 / 109 / 100
Calls on Hold over 5 Minutes / ≤ 10% / 5.6% / 10.7% / 11.0% / 9.0%
Call Duration / ≤ 300 sec / 207 / 217 / 217 / 213
Calls Abandoned / ≤ 10% / 6.5% / 8.5% / 9.0% / 8.0%
*includes OMC

Complaint Response Time

Standard / Jul – Sep / Oct – Dec / Jan – Mar / Apr – Jun / YTD
Complaints requesting response / 553 / 570 / 691 / 1,814
Average days for response / ≤ 14 / 8.8 / 9.3 / 10.7 / 9.7

ITEM 3

APRIL 14, 2016

TO:BOARD OF DIRECTORS

FROM:HECTOR RODRIGUEZ, DIRECTOR, FINANCE

RE:Financial and Budget Reports

Attached for your review are the draft financial reports for the month of February 2016.

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

  • Passengers: 2.7% under budget
  • Contract Revenue Miles: 3.8% under budget
  • Trips: 2.4% under budget
  • Completed Eligibility Interviews: 12.7% under budget
  • Average Trip Distance: 1.5% under budget at 9.15 miles
  • Total cost per Passenger (before depreciation) 4.9% under budget
  • Administration Function is 14.0% under budget
  • Eligibility Determination Function is 12.3% under budget
  • Paratransit Operations Function is 6.7% under budget

Attached are the following reports for your review:

  • Statistical Comparison: February 2015 to February 2016
  • Expenses by Functional Area
  • Budget to Actual Comparison of Statistics
  • YTD Budget Results
  • Graph: YTD PAX Cost Comparison
  • Detailed Financial Reports

A copy of the financials (Balance sheet, Income Statement and Cash Flow) will be made available at the Board Meeting, our offices, or you may request an electronic copy.

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Statistics - - For the YTD Period Ended February 2016

YTD
Actual / YTD
Budget / Variance / % Over
<Under>
Budget / % over
<Under>
Previous Yr
Number of Completed Cert Interviews / 41,676 / 47,753 / (4,634) / (12.7)% / 0.9%
Number of PAX / 2,859,472 / 2,937,484 / (78,012) / (2.7)% / 1.1%
Number of Contract Revenue Miles / 20,151,921 / 20,954,695 / (802,774) / (3.8)% / 2.3%
Number of Trips / 2,201,375 / 2,255,532 / (54,157) / (2.4)% / 0.6%
Average Trip Distance / 9.15 / 9.29 / (0.14) / (1.5)% / 1.7%
Purchased Transportation Cost
Cost per Trip / $ 33.96 / $ 34.86 / $ (0.90) / (2.6)% / 1.2%
Cost per PAX / $ 26.15 / $ 26.76 / $ (0.61) / (2.3)% / 0.7%
Cost per Contract Rev Mile / $ 3.71 / $ 3.75 / $ (0.04) / (1.1)% / (0.5)%
Total Cost per Pax before depreciation / $ 32.71 / $ 34.40 / $ (1.69) / (4.9)% / (1.9)%

Expenses by Functional Area

For the YTD Period Ending February 2016

% of
Cost / YTD
Actual / YTD
Budget / Variance / % Over
<Under>
Budget / % Over
<Under>
Previous Yr.
Paratransit Operations / 88.8% / $83,018,300 / $88,990,513 / $(5,972,213) / (6.7)% / (0.6)%
Eligibility Determination / 6.7% / 6,224,467 / 7,098,483 / (874,016) / (12.3)% / 1.0%
CTSA/Ride Information / 0.4% / 350,049 / 390,767 / (40,717) / (10.4)% / 12.5%
Administrative / 3.9% / 3,939,999 / 4,581,129 / (641,130) / (14.0)% / (9.5)%
Total Exp before Depreciation / $93,532,815 / $ 101,060,892 / $(7,528,077) / (7.45)% / (0.8)%

Budget Results for FY 2016

For the YTD Period Ending February 2016

YTD
Actual / YTD
Budget / Variance Over <Under> Budget / % Over
<Under>
Budget / % over
<Under>
Previous Yr
Total Expense Before Capital as of February 2016 / $98,278,696 / $101,060,892 / $ (2,782,197) / (2.8)% / (0.8)%
Revenue
Passenger Fares / 6,331,679 / 6,324,690 / 6,989
Other Revenue / 208,458 / 195,087 / 13,371
Total Revenue / 6,540,137 / 6,519,777 / 20,360 / 0.31% / (2.3)%
Capital Expenditures
Vehicles / 3,157,595 / 3,157,118 / 477
Other Capital Expenditures / 102,784 / 102,785 / (1)
Total Capital Expenditure / $ 3,260,379 / $ 3,259,903 / $ 476 / 0.0% / 0.41%
Under Budget as of February 2016 / $(7,527,602)
Adjustments:
Total Adjusted Under Budget YTD February 29, 2016 / $(7,527,602)

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