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Board BoxOCTOBER 21, 2015

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR OCTOBER 2015 A. COLAIACE 2-3

2. OUT OF STATE TRAVEL UPDATE FOR SEPTEMBER 2015 C. MOTTA 4

3. NEW EMPLOYEE UPDATE F. MOSELEY 5-7

4. SAFETY UPDATE FOR AUGUST 2015 M. GREENWOOD 8-9

5. RECAP PROCEEDING OF AUGUST 24 , 2015 BOARD MEETING D. CISCO 10

6. UPDATE ROLLING BOARD AGENDA CALENDAR F. JEWELL 11

7. KEY PERFORMANCE INDICATORS AUGUST 2015 M. THOMPSON 12-18

8. FINANCIAL REPORT FOR AUGUST 2015 H. RODRIGUEZ 19-34

9. EXECUTIVE SUMMARY UPDATE FOR AUGUST 2015

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

35-39

10. OPERATIONS REPORT FOR AUGUST 2015 M. THOMPSON 40-52

BOARD BOX ITEM #1OCTOBER 21, 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: As previously reported, on August 20, 2015, the U.S. Department of Transportation (DOT) issued a Federal Register Notice seeking public comments on Access’ Petition for Rulemaking, which was submitted in March. Access’ petition asks the Department to revise its regulations to explicitly allow for a “coordinated” paratransit fare structure.

As of October 1, 2015, there were approximately 200 submissions to the federal docket. The overwhelming majority of comments are from individuals and organizations that reside in Los Angeles County and are supportive of Access’ Petition. One of the most notable submissions is from the Paratransit Riders Coalition which submitted a petition of support with 153 signatures. Those that oppose the petition are primarily from organizations outside of Southern California. They claim that allowing coordinated fares may lead to increases in fares for other paratransit users across the country.

Access will continue to encourage the Department to grant Access’ Petition and, at the same time, allow Access to keep its coordinated fare system while the Department undertakes a rulemaking on this issue. However, due to the uncertainty of whether Access will be allowed to continue using its coordinated fare system, the Agency must go forward with the process of preparing for the use of dynamic fares by January 1, 2016.

In other news, APTA reports: “…The House Committee on Transportation and Infrastructure (T&I) released the Surface Transportation Reauthorization and Reform (STRR) Act of 2015, a bi-partisan bill introduced by T&I Chairman Bill Shuster, Ranking Member Peter DeFazio, and Highways and Transit Subcommittee Chairman Sam Graves and subcommittee Ranking Member Eleanor Holmes Norton. The bill authorizes federal public transportation and highway programs for six years. While the bill does not currently have a Ways and Means Committee financing title, it is expected that the finance title will provide funding for only the first three years of the authorization, much like the recently passed Senate companion bill.

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The committee is scheduled to mark up the bill on Thursday, October 22, at 10 am. Although the measure has not yet been scheduled for the House Floor, the committee hopes to take the bill to the Floor during the week of October 26, before the expiration of the current short-term authorization expires on October 29.”

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

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BOARD BOX ITEM # 2OCTOBER 21, 2015


FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT

RE: OUT OF STATE TRAVEL UPDATE FOR SEPTEMBER 2015

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

RFP EvaluationHouston, TexasSeptember 9-11, 2015

The below mentioned Access Services staff member traveled to Houston, Texas, for RFP No. 3955, site evaluation and meeting.

Steve Chang, Deputy Executive Director of Operations

Dynamic Fare System MeetingsWashington, DCSeptember 15-17, 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.

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 was one new employee hired and three internal promotions at Access this past month.

Ms. Belen Rosa-Perdon has joined Access Services as Senior Manager, Procurement & Contracts Administration. In this role, she will be responsible for the administration of all procurement activities, including requests for proposals, invitations to bid and purchase orders. She will ensure that contracts are awarded to and purchases are made in accordance with state and federal law, including minority and disadvantaged business enterprises regulations. Belen will conduct contract administration, ensuring that all required documents are processed and maintained and administer the solicitation processes for Requests for Proposals/Qualifications/Quotes. She will also select and educate contractors, review, evaluate and assist in the negotiation of contract terms and conditions. Belen will report directly to Hector Rodriguez, Controller.

Belen comes to Access with more than 25 years of experience working on private and public projects. Prior to joining Access, she held various roles which included - Contracts Administrator III, Procurement Specialist with Lenax Construction Service, Inc.; Director of Professional Services Contract Administration with Build L.A. Community College District (LACCD), an $8 billion school re-construction bond program; Director of Contracts, Purchasing and Reprographics with Compton Unified School District; Senior Manager of Procurement and Consultant with SCAG (Southern California Association of Governments). Belen began her career with L.A. Metro where she held several positions during her tenure which included Chief Administrative Analyst, Contract Administrator/Manager, Manager of Contracts Administration and Senior Program Control Analyst. As Senior Contract Manager/Administrator at L.A. Metro, she administered complex construction and professional services contracts; managed procurement of materials and supplies; served as chairperson of the agency team organized

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to prepare and evaluate bids/proposals, ensuring integrity of the source selection process; coordinated with the engineering staff in writing technical specifications; developed a variety of contract types, fee arrangements and contractual terms and conditions; and assured contract compliance with agency procedures, contract specifications, Federal Acquisition Regulations (FAR), FTA Circulars, as well as Public Contracting Code requirements.

She earned a Bachelor of Science degree in Civil Engineering at California State University Long Beach. In April 1981, she published "Calculation Methods for cash flows, escalation and interest during construction," which she presented at the American Association of Cost Engineers, Kellogg-West symposium. She is well-versed in California Education Code procurement laws and processes and Federal Acquisition Regulations (FAR).

Alex Chrisman has been promoted to Senior Road Safety Inspector. In this new role, he will be responsible for overseeing the Road Safety Inspector Program including the direct supervision of four (4) Road Safety Inspectors. Additional responsibilities include review and approval of all collision and incident investigations, preparation of the weekly Road Safety Inspector work schedule, auditing service providers for contractual requirements, participation in internal management meetings, coordination with service providers on operational and safety issues and participation in the operation of Access’ Emergency Operations Center. Alex will report directly to Mike Greenwood, Deputy Executive Director of Operations & Safety.

Alex joined Access in 2014 as a Road Safety Inspector and previously was a Lead Customer Engagement Representative with Metrolink (Southern California Regional Rail Authority) at Los Angeles Union Station where he was responsible for reporting safety issues to appropriate personnel in a prompt manner and taking proactive action to ensure the safety of all passengers. In this role, he ensured that special needs passengers were properly and promptly assisted. He was also a Field-Based Customer Engagement Representative with Metrolink where he served as an active member of the Customer Engagement Safety Committee. Alex also worked with P.C.A. Management/O.C. Shuttles as an Assistant Manager, Veolia Transportation for OCTA (Access & Fixed Route) as a Bus Operator and Laidlaw Transit Services for OCTA Access Paratransit as a Paratransit Bus Operator which included daily pre-trips of vehicles to ensure safety and compliance with standard maintenance policies.

He earned his Associate of Arts degree in Business Management from the University of Phoenix. Alex was the 2014 Metrolink Customer Engagement Employee of the Quarter; the Vice-Chairman of Metrolink’s Customer Engagement Safety Committee; the 2007 OCTA Special Needs in Transit Award Winner as Access Driver in Orange County; and has held a Class B License Holder for 8 years (with Air Brakes and Passenger Endorsement) & Zero Accidents. He is NIMS Certified.

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Zachery Strom has been promoted to Client Relations Coordinator. In this new role, he will be responsible for helping targeted individuals in L.A. County with their transportation needs, whether paratransit or non-paratransit related. He will provide coordination, support and analysis of information to Customer Service, Eligibility and the Mobility Management departments. He will create and maintain methodology for evaluating the success of the program and work in conjunction with the Mobility Management Counselors and contract management for outsourced services to achieve goals. Zach will also coordinate special projects for Client Relations as needed and will report directly to Steve Chang, Deputy Executive Director of Client Relations.

Zach joined Access as a Customer Service Representative where he was responsible for handling calls from prospective or current customers, stranded passengers, resolving passenger issues and determining trip eligibility. Prior to Access, Zachary worked with First Call Staffing as a temporary Office Assistant. He spent 2 years with Metrolink/SCRR in the Customer Relations Department as a Customer Engagement Representative and as an Intern where he resolved internal/external customer conflicts and mitigated changes to service operations. He worked with Pitzer College, Special Programs as a Transportation Department Assistant where he assisted the Special Programs Director with vehicle fleet maintenance and record keeping. He was the Founder/Creator of the Pitzer Transportation Coalition (Student Group) where he created and developed fixed transportation routes that met the needs of students at Pitzer and assisted students in integrating local and long distance mass transportation into their daily lives. While at Pitzer, he was also a Summer Conferences Assistant and Student Note Taker. Zachary earned his Bachelor of Arts degree in Media Studies and Urban Studies from Pitzer College in Claremont. He is fluent in Spanish.

Anthony Santiago has been promoted to Operations Service Monitor. In this role, he will be responsible for monitoring service quality, performance and training of assigned service providers in the areas of call center, dispatch and driver operations. Anthony will be responsible for ensuring that providers meet performance standards and comply with contracts, policies and procedures; monitoring the reservation process and completing observation reports to ensure customers are served in a courteous and efficient manner; meeting with provider management and staff to review and discuss performance results, operation issues and projects; performing regional driver observations to ensure quality service delivery; providing training guidance to drivers, behind-the-wheel trainers, road supervisors and driver trainers on proper passenger boarding, mobility device alighting and securement techniques; investigating and reporting unsafe operating practices or vehicle condition; participating in community outreach activities and auditing driver and call taker files for compliance with contractual compliance. He will report directly to Randy Johnson, Project Administrator.

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Prior to joining Access as a Customer Service Representative, Anthony was a Personal Assistant with No Ordinary Moments, an organization dedicated to serving developmentally disabled children and adults who have histories of severe behavioral challenges and/or medical challenges. He worked with Inclusion Services as a Supported Living Instructor and C.A.P.C. as a Community Advocate where he shadowed adults with special needs and documented daily activity and assisted with transportation. He has also spent time with Bob’s Refrigeration and In-N-Out Burger. Anthony is bi-lingual and graduated from Glen A. Wilson High School. He looks forward to growing with Access and continuing his education and career development.

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FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT

RE: SAFETY UPDATE FOR AUGUST 2015

Key Safety Indicators

Access’ preventable collision rate in August 2015 was 0.51 preventable collisions per 100,000 miles (compared to 0.46 in Aug 2014). August 2015’s rate was slightly above the target of 0.50.

There were 20 preventable collisions in August, the same number as July. Access’ preventable collision rate over the last 12 months is slightly above the target of 0.50 at 0.53.

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Department Activities

In September, the Safety Department accomplished the following:

Access Staff and staff from six service providers participated in an emergency response tabletop exercise that simulated a major wildfire, civil disturbance, and headquarters evacuation. In total, more than 50 persons participated in the exercise that included a three-person team of facilitators and guest observers from Metro and the Los Angeles County Emergency Management Department.

Road Safety Inspectors conducted 177 driver observations and 163 vehicle inspections.

Held its monthly Safety Steering Committee Meeting with service providers.

Seven staff members participated in Q-Straint wheelchair securement training.

Conducted 19 location evaluations (pick-up/drop-off locations checked for safety).

Conducted 4 root cause reviews in response to collisions and incidents.

One staff member participated in Metro’s Gold Line Foothill Extension emergency exercise at the new Azusa Station.

Staff implemented a new driver collision/incident report.

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FROM: DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON

RE: RECAP PROCEEDING OF AUGUST 24, 2015 BOARD MEETING

RECAP OF PROCEEDINGSBOARD OF DIRECTORS MEETING

MONDAY, AUGUST 24, 2015METRO

One Gateway Plaza, 3rd FloorLos Angeles CA 90012

ITEMNO. SUBJECT ITEM ACTION TAKEN

3 CLOSED SESSION None

5 Review & Approval of Minutes From the Board Meeting On June 29, 2015 Approved

8-a Consideration to Approve Board of Directors’ Committee Appointments

Approved/On Consent Calendar

8-bConsideration to Authorize the Purchase of Vehicles for Paratransit Service Fiscal Year 2015/16


8-c Consideration to Extend Term – Real Estate Broker Service Agreement (AS-3820)


8-dConsideration to Increase Funds to Add Two Additional User Licenses to Financial Software ERP System (AS-3753)

Approved/OnConsent Calendar

9 Consideration to Approve Access Fare System – Amended Item Approved

10 Consideration to Approve Access Services Five Year Strategic Plan (2015 – 2020) Approved

11 Status Update on Metro’s Review of Access Services Receive and File

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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.

November 3, 2015 Board Retreat – Double Tree Hotel, Monrovia/Pasadena

Item DescriptionDiscussion Strategic Planning

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 Parents with Disabilities Program – Contractor

Services ExtensionConsideration to Approve Board of Directors 2016 Meeting Calendar

Consideration to Approve Community Advisory Committee Reappointments

January 25, 2016 Board Meeting - Metro

Item DescriptionConsideration to Approve Telephone and 800 Toll Free Services Contract

ExtensionConsideration to Approve Service Provider Contract Extension – Santa

Clarita Service Region

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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 AUGUST 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 Dec200000

225000

250000

275000

300000

275,227

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%

90.40%

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%

0.07%

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.


2

4

6

3.5

Complaints per 1,000 Trips2014 2015

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

16


20

40

60

80

100

120

140

82

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%

3.6%

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%

0.14%

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

89

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

208

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%

7.1%

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 Dec

0%

2%

4%

6%

8%

10%

12%

14%

5.7%

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 AUGUST 2015

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

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

Passengers: 0.8% under budget Contract Revenue Miles: 2.7% under budget Trips: 1.3% under budget Completed Eligibility Interviews: 4.3% under budget Average Trip Distance: 1.4% under budget at 9.17 miles Total cost per Passenger (before depreciation): 5.7% under budget Administration Function is 11.9% under budget Eligibility Determination Function is 8.0% under budget Paratransit Operations Function is 6.0% under budget

Attached are the following reports for your review: Statistical Comparison: August 2014 to August 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 August 2015

% ofCost

YTDActual

YTDBudget Variance

% Over<Under>

Budget

% Over<Under>Previous

Yr.

Paratransit Operations

88.6% $20,754,827 $22,081,434

$(1,326,607) (6.0)% (1.2)%

Eligibility Determination 6.7% 1,575,613 1,712,730 (137,117) (8.0)% 2.0%CTSA/Ride Information 0.4% 90,781 99,904 (9,123) (9.1)% 0.5%

Administrative 4.3%

1,016,781 1,154,24

0 (137,459

) (11.9)% (15.8)

%Total Exp before Depreciation

$ 23 , 438 , 003

$ 25 , 048 , 308

$(1,610,305) (6.4) %

(1.6) %

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Statistics - - For the YTD Period Ended August 2015Budget Results for FY 2015/2016

For the YTD Period Ending August 2015

YTDActual

YTDBudget

Variance Over

<Under> Budget

% Over<Under

>Budget

% over<Under>Previous

Yr

Total Expense Before Capital as of August 2015 $23,438,003

$ 25,048,308

$ (1,610,305) (6.4)% 0.3%

Revenue Passenger Fares 1,604,400 1,576,116 28,284

Other Revenue 71,330 68,6

42 2,688 Total Revenue 1,675,730 1,644,758 30,972 1.88% (12.1)%

Capital Expenditures Vehicles 0 0 0 Other Capital

Expenditures 78,220 77,74

0 48

0

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Total Capital Expenditure $ 78,220$

77,740$

480 0.6% 0.6%

Under Budget as of August 2015 $(2,827,908)

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YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-14 Aug-1431.42$ 32.28$ Jul-15 Aug-1532.47$ 32.28$

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Access Services Balance SheetAugust 31, 2015 DRAFT

ASSET S

Current Assets:

Cash 15,419,933Due from FTA 18,719,228Due from MTA 49,538CMAQ Grant Receivable -Accounts Receivable-Miscellaneous

103,926

Prepaid Expenses 7,308,913Deposits 26,513

Total Current Assets 41,628,051

Long Term Assets:

Property and Equipment:Vehicles & Vehicle Equipment 33,323,259Office Furniture and Equipment 207,812Computer & Telephone Equipment

2,702,809

Central Reservation Software/IVR 2,451,884Leasehold Improvements 162,015 Total Property and Equipment 38,847,779 Accumulated Amortization & Depreciation (22,771,966)

Property and Equipment, Net 16,075,813

Deposits – Long Term - Total Long Term Assets 16,075,813

TOTAL ASSETS 57,703,864

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Access ServicesBalance Sheet

August 31, 2015 DRAFT

LIABILITIES AND NET ASSETS

Current Liabilities :

Accounts Payable-Trade 1,230,397 Accounts Payable-Providers 9,223,322 Insurance Reserve 3,517,025

Accrued Expenses 6,296,129 Other Liabilities -

Total Current Liabilities 22,307,710

Other Liabilities: Deferred Revenue 36,218,680

TOTAL LIABILITIES 58,526,390

Net Assets: Temporarily Restricted (822,526)

TOTAL LIABILITIES AND NET ASSETS 57,703,864

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Access Services Statement of Cash Flow

For Period Ending August 31, 2015

Cash – Beginning Balance 8/1/15 14,344,488

Cash Receipts: Proposition C revenue from LACMTA 7,893,499 FTA Funding Received 4,109,717 Passenger fare/coupons/ID revenue 830.568 Interest income 55 Miscellaneous revenues 40,868 Total Cash Received 12,874,707

Cash Payments: Vehicles/Vehicle equipment 1,913 Capital Equipment 14,950 Prepaid expenses/deposits 894,823 Payments to contract providers 9,209,867 Eligibility Determination expenses 518,073 Salaries and related benefits 673,856 Other expenses 485,780

Total Cash Payments 11,799,262

Increase (Decrease) in Cash Reserves 1,075,445

Cash – Ending Balance 8/31/15 15,419,933

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 August 31, 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 10,679,057 11,689,738 (1,010,682) 21,529,016 23,316,695 (1,787,679) 140,739,993 15.30%Funding Sources for Capital & Committed Expenses : FY 15/16 Prop C 26,291 26,290 1 78,220 77,740 480 7,553,692 1.04% Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 0 - 0 7,380,053 0.00% Section 5317 for New Freedom Grant 32,507 0 32,507 56,373 0 56,373 563,779 10.00% JARC Grant (Access to Work) 86,241 0 86,241 177,253 0 177,253 $1,324,735 13.38% Toll Road Grant 0 0 0 0 0 0 $816,000 0.00% Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 41,205 (41,205) 0 87,225 (87,225) 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 145,039 67,495 77,544 311,846 164,965 146,881 18,510,210 1.68%Interest/Miscellaneous Income 6,983 5,833 1,150 14,726 12,037 2,689 70,000 21.04%MTA - Shuttle Reimbursement 638 640 (2) 1,495 1,495 (0) 75,000 0.00%MTA - Tether Trips Reimbursement 0 0 0 370 370 0 15,000 0.00%Disposal of Vehicles 17,555 17,555 0 54,740 54,740 0 250,000 21.90%Passenger Fares 790,810 792,869 (2,059) 1,604,400 1,576,116 28,284 9,637,580 16.65%

TOTAL - REVENUE FUNDING SOURCES 11,640,081 12,574,131 (934,050) 23,516,223 25,126,048 (1,609,825) 169,297,783 13.89% Less : Total Capital Expenditure During FY 15/16 (26,291) (26,291) (78,220) (78,220) Revenue Recognition for FY 15/16 Depreciation 579,335 579,335 1,202,590 1,202,590

TOTAL - REVENUE RECOGNITION 12,193,126 12,574,131 (381,005) 24,640,593 25,126,048 (485,455) 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 8,987,883 9,515,874 (527,991) 18,113,787 18,923,457 (809,670) 115,669,346 15.66%Fuel Surcharge (54,129) 22,709 (76,838) (8,801) 45,022 (53,823) 276,239 -3.19%Purchased Transportation Services - Adults With Children 20,062 20,060 2 33,101 33,100 1 225,771 14.66%Purchased Transportation Services - Access To Work 86,290 110,358 (24,068) 177,352 219,954 (42,602) 1,702,464 10.42%Purchased Transportation Services - Out of Service Area 30,680 0 30,680 30,680 - 30,680 - #DIV/0!Communications - Telephone/Data Transmission 171,428 157,667 13,761 345,831 315,335 30,496 1,892,010 18.28%Phone & Computer System Maintenance/License & Consulting 82,645 123,340 (40,695) 147,460 246,679 (99,219) 1,520,075 9.70%Salaries & Related Benefits - Customer Svc & Complaint Response 113,200 144,399 (31,199) 237,628 291,382 (53,755) 1,687,425 14.08%Shuttle Service - MTA Elevator Maintenance 620 620 (1) 1,451 1,450 1 75,000 1.94%Contracted Call Center 65,166 162,500 (97,334) 133,552 325,000 (191,448) 1,950,000 6.85%OMC Weekend and Holiday Services 9,762 10,750 (988) 19,523 21,500 (1,977) 129,000 15.13%Vehicle Cost - Direct 0 0 0 0 0 0 292,000 0.00%Community Events and Materials-Safety Incentive Program 4,752 4,750 2 5,446 5,445 1 20,000 27.23%Office Rent 10,995 10,989 6 21,990 21,978 12 131,870 16.68%Insurance - Commercial 551,298 594,395 (43,098) 1,103,111 1,188,791 (85,680) 7,132,743 15.47%Travel & Conference 0 0 0 0 0 0 3,470 0.00%Other Professional Expense 1,622 1,620 2 2,819 2,815 4 217,478 1.30%Integrate Access Services to 511 (LA SAFE) 575 575 0 1,152 1,150 2 2,961 38.90%Office Supplies 231 635 (404) 1,024 1,270 (246) 7,620 13.43%Volunteer Driver Program 0 0 0 0 0 0 2,000 0.00%Security Contract - Metro/LASD 16,667 16,667 0 33,333 33,333 (0) 200,000 16.67%

Total - Paratransit Operations - Direct Cost 10,099,746 10,897,908 (798,162) 20,400,440 21,677,662 (1,277,222) 133,137,472 15.32%

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CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedPARATRANSIT OPERATIONS - INDIRECT COST

Salaries & Related Benefits - Operations 110,490 138,825 (28,336) 237,213 277,651 (40,437) 1,665,903 14.24%Communications - Telephone & Data Transmission 5,037 5,407 (370) 10,207 10,813 (606) 64,880 15.73%Other Professional Expense 0 0 0 510 0 510 100,000 0.51%Vehicle Costs - Indirect 7,969 7,970 (1) 15,719 7,970 7,749 112,000 14.03%Customer Satisfaction/Free Fare Phone Survey 0 0 0 0 0 0 - #DIV/0!Metro Studio Design/Marketing Services 1,788 13,813 (12,025) 18,736 27,626 (8,890) 144,255 12.99%Equipment/Other Rental 0 0 0 0 0 0 9,000 0.00%Office Rent 9,794 9,794 0 19,588 19,588 0 117,526 16.67%Insurance - Commercial 1,991 2,124 (133) 3,983 4,248 (266) 25,489 15.62%Travel and Conference 3,683 3,685 (2) 5,056 5,060 (4) 27,000 18.73%Office Supplies 210 661 (451) 1,067 1,322 (255) 7,930 13.45%Community Events and Materials 13,851 8,267 5,584 7,651 16,533 (8,882) 128,700 5.94%Publications/Printed Materials - Riders Communication 7,393 6,970 423 15,038 13,865 1,173 144,000 10.44%Postage/Mailing 2,047 9,375 (7,328) 19,355 18,750 605 112,500 17.20%Professional Memberships 133 173 (41) 265 347 (82) 2,080 12.75%

Total - Paratransit Operations - Indirect Cost 164,386 207,064 (42,677) 354,388 403,772 (49,384) 2,661,263 13.32%

Total - Paratransit Operations Cost 10,264,132 11,104,971 (840,839) 20,754,827 22,081,434 (1,326,607) 135,798,735 15.28%88.6%

31


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedOTHER ACTIVITIES

ELIGIBILITY DETERMINATONSalaries & Related Benefits - Certification & Appeals 33,362 37,631 (4,269) 64,470 75,262 (10,792) 451,569 14.28%Eligibility and Appeal Contracts 477,139 474,663 2,476 946,011 973,255 (27,244) 5,968,678 15.85%Purchased Transportation Services - Certification Trips 171,661 196,722 (25,060) 351,199 412,583 (61,384) 2,430,316 14.45%Transportation Cost - Tethering Trips 0 0 0 319 320 (1) 15,000 2.13%Travel Training 44,400 56,667 (12,267) 92,328 113,333 (21,005) 680,000 13.58%Tether Strap Project 14,274 14,275 (1) 41,273 41,275 (2) 400,536 10.30%Metro Studio Design/Marketing Services 758 5,094 (4,336) 1,655 10,188 (8,533) 61,125 2.71%Other Professional Expense 605 167 438 2,863 333 2,530 2,000 143.15%Communications - Telephone/Data Transmission 9,977 8,883 1,093 20,100 17,767 2,333 106,600 18.86%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) 11,082 11,092 (10) 66,554 16.65%Insurance - Commercial 5,776 5,567 209 11,552 11,135 418 66,809 17.29%Business Meetings & Meals 0 0 0 121 0 121 0 n/aTravel and Conference 0 0 0 0 0 0 5,000 0.00%Office Supplies 113 496 (382) 803 992 (189) 5,950 13.49%Publications/Printed Materials 832 2,083 (1,251) 832 4,167 (3,334) 400,000 0.21%Postage/Mailing/Courier 14,633 20,493 (5,860) 30,972 40,986 (10,014) 245,916 12.59%Professional Memberships 17 22 (5) 33 43 (10) 260 12.75%

Subtotal - Eligibility Determination 779,088 828,309 (49,221) 1,575,613 1,712,730 (137,117) 10,906,702 14.45%6.7%

32


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedCTSA FUNCTIONEDUCATION AND TRAININGSalaries & Related Benefits - CTSA 17,635 18,688 (1,054) 35,338 37,377 (2,038) 224,260 15.76%Scholarships Programs 1,095 1,095 0 5,685 5,685 0 6,885 82.57%Scholarships Programs, Education & Training Seminars (700) 0 (700) (2,500) 0 (2,500) 38,034 -6.57%Other Professional Expense 0 0 0 0 0 0 0 n/aMetro Studio Design/Marketing Services 61 408 (347) 132 815 (683) 4,890 2.71%Communications - Telephone 361 269 91 743 538 205 3,230 23.01%Office Rent 1,031 1,031 0 2,062 2,062 0 12,371 16.67%Insurance - Commercial 40 43 (3) 80 85 (5) 510 15.62%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 34 159 (125) 258 318 (61) 1,910 13.49%Community Events and Materials 115 167 (52) 638 333 304 2,000 31.88%Publications/Printed Materials 0 0 0 0 - 0 2,000 0.00%Postage/Mailing 409 625 (216) 838 1,250 (412) 7,500 11.18%Professional Memberships 17 22 (5) 33 43 (10) 260 12.75%

Subtotal - Education and Training 20,097 22,506 (2,409) 43,307 48,507 (5,200) 305,850 14.16%

33


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedACCESS RIDE-INFORMATIONSalaries & Related Benefits - Ride-Information 20,441 21,717 (1,276) 39,789 43,434 (3,645) 260,606 15.27%Communications - Telephone 1,469 1,529 (60) 2,954 3,058 (104) 18,350 16.10%Phone & Computer System Maintenance/License & Consulting 150 167 (17) 300 333 (33) 2,000 15.00%Travel and Conference 0 0 0 0 0 0 0 n/aOffice Rent 2,020 2,021 (1) 4,040 4,043 (3) 24,257 16.65%Office Supplies 33 118 (84) 190 235 (45) 1,410 13.47%Publications/Printed Materials 0 0 0 0 0 0 0 n/aNetwork Support 0 0 0 0 0 0 0 n/aPostage/Mailing 82 125 (43) 168 250 (82) 1,500 11.18%Professional Memberships 17 22 (5) 33 43 (10) 260 12.75%

Subtotal - Ride-Information 24,212 25,699 (1,486) 47,474 51,397 (3,923) 308,383 15.39% Subtotal - CTSA Function 44,309 48,205 (3,896) 90,781 99,904 (9,123) 614,233 14.78%0.4%

Total - Other Activities 823,397 876,513 (53,117) 1,666,394 1,812,634 (146,240) 11,520,935 14.46%0.4%

34


CurrentMonthActual

CurrentMonthBudget

CurrentVariance

Over (Under)YTD

ActualYTD

Budget

YTDVariance


% of 15/16Budget

ReachedADMINISTRATIVE

Salaries & Related Benefits 379,682 388,230 (8,548) 704,372 776,460 (72,089) 4,718,776 14.93%Metro Studio Design/Marketing Services 424 2,853 (2,428) 927 5,705 (4,778) 34,230 2.71%Communications - Telephone & Data Transmission 4,477 4,048 429 9,379 8,095 1,284 48,570 19.31%Office Rent 21,404 21,702 (298) 42,808 43,404 (596) 260,422 16.44%Insurance - Commercial 12,806 17,970 (5,164) 25,611 35,939 (10,328) 215,636 11.88%Insurance - Lawsuit Claims 0 0 0 0 0 0 0 n/aOffice Supplies 1,956 3,515 (1,559) 4,647 7,030 (2,383) 42,180 11.02%Promotional Events & Materials 0 0 0 0 0 0 0 n/aOther Professional Services 68,403 85,297 (16,894) 138,982 170,847 (31,865) 1,044,570 13.31%Public Notice Advertising Expenses 56 55 1 5,256 5,255 1 10,000 52.56%Equipment/Other Rental 396 250 146 792 500 292 3,000 26.41%Repairs & Maintenance 4,328 5,125 (797) 8,242 10,250 (2,008) 61,500 13.40%Postage/Mailing/Messenger 4,855 6,700 (1,845) 10,044 13,400 (3,356) 80,400 12.49%Publications/Printed Materials/Copying 72 2,667 (2,595) 72 5,333 (5,262) 32,000 0.22%Network Support/Supplies 15,447 15,737 (289) 35,748 39,063 (3,315) 290,000 12.33%Subscription/References 312 167 145 312 333 (21) 2,000 15.60%Professional Memberships 349 357 (8) 718 715 3 4,290 16.74%Board and Advisory Committee Compensation 503 1,083 (580) 11,759 13,147 (1,387) 38,000 30.95%Annual Meeting 0 0 0 0 0 0 16,000 0.00%Business Meetings & Meals 1,478 2,258 (780) 1,708 4,517 (2,809) 27,100 6.30%Travel and Conference 7,662 7,660 2 12,881 12,880 1 92,000 14.00%Mileage and Parking 442 308 134 1,156 617 539 3,700 31.24%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. 1,211 375 836 1,366 750 616 4,500 30.36%

Total - Administrative Expense 526,262 566,356 (40,094) 1,016,781 1,154,240 (137,459) 7,028,874 14.47%4.3%TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 11,613,790 12,547,841 (934,050) 23,438,003 25,048,308 (1,610,305) 154,348,544 15.19%Amortization and Depreciation Expense 579,335 0 579,335 1,202,590 0 0 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 12,193,126 12,547,841 (354,715) 24,640,593 25,048,308 (1,610,305) 154,348,5444.3%

CAPITAL EXPENDITURESProperty & Equipment 26,291 26,290 1 78,220 77,740 480 14,933,745 0.52% Total - Capital Expenditures 26,291 26,290 1 78,220 77,740 480 14,933,745 0.52%

Less: Amortization and Depreciation Expense (579,335) 0 (579,335) (1,202,590) 0 (1,202,590) 0

TOTAL EXPENSES AND CAPITAL EXPENDITURES 11,640,081 12,574,131 (934,050) 23,516,223 25,126,048 (2,812,415) 169,282,290 13.89%Uncommitted Carryforward from FY 14/15 (Estimated) 0 0Sales of Veh. Proceeds over $5,000 Rollover from FY 14/15 15,493 (15,493) 15,493

TOTAL 11,640,081 12,574,131 (934,050) 23,516,223 25,141,541 (2,827,908) 169,297,783 13.89%

35


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 9,566 9,565 1 10,044 9,565 479 85,000 11.82%

SUBTOTAL - VEHICLES - FY 15/16 9,566 9,565 1 10,044 9,565 479 6,653,69250 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%65 VEHICLES - Access To Work (Fleet Expansion) 0 0 0 0 0 0 3,832,500 0.00%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 0 0 0 0 0 0 6,460,600COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 16,725 16,725 (0) 68,176 68,175 1 900,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 15/16 16,725 16,725 (0) 68,176 68,175 1 900,000

REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 0 0 0 0 0 0 442,760 0.00%STORAGE/SERVER/COMPUTER/HARDWARE 0 0 0 0 0 0 476,693 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 0 0 0 0 0 0 919,453

TOTAL CAPITAL EXPENDITURES 26,291 26,290 1 78,220 77,740 480 14,933,745 0.52%

PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 362,025 368,248 (6,223) 726,183 732,055 (5,872) 3,623,369Audited # of Contract Revenue Miles 2,516,048 2,627,172 (111,124) 5,084,061 5,223,168 (139,107) 25,508,362Audited # of Trips 275,227 282,718 (7,491) 554,657 562,001 (7,344) 2,781,227

* Total Purchased Transportation Cost per Passenger 25.59 26.66 (1.07) 25.72 26.70 (0.98) 33.13 Total Paratransit Oper Costs (Dir & Indir) per Passenger 28.35 30.16 (1.80) 28.58 30.16 (1.58) 37.48 Total Cost per Passenger before Capital Depreciation 32.08 34.07 (1.99) 32.28 34.22 (1.94) 42.60

* Total Purchased Transportation Cost per Trip 33.67 34.73 (1.06) 33.67 34.78 (1.11) 43.16 ** Total Agency Cost per Passenger 31.43 33.43 (2.00) 31.62 33.61 (1.99) 39.83

Total Purchased Transportation Cost per Revenue Mile 3.68 3.74 (0.05) 3.67 3.74 (0.07) 4.71 Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.08 4.23 (0.15) 4.08 4.23 (0.15) 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.

36



FROM: ACCESS SERVICES MANAGEMENT STAFF

RE: EXECUTIVE SUMMARY UPDATE FOR AUGUST 2015

Mike Greenwood – Deputy Executive Director, Operations

Access and the six service contractors participated in a complex emergency planning tabletop exercise on August 12, 2015, that included participation and observance by Scott Norwood (LA Metro) and Sinan Khan (LA-OEM). David Ofwono, Director of First on Compliance, Inc., and his team led the Wildfire Tabletop Exercise designed to assess several aspects of emergency management, including activiation of Access’ Emergency Operations Center and Contractor Incident Command Posts, to manage wildfire response and recovery activities. The goal was to allow Access and the contractors to respond to the scenario as they would if the event were happening while assessing several aspects of the process, including Access’ ability to communicate interoperably with its contractors, the public, partner transit agencies, and public safety agencies. Access hosted a mobility securement training class on August 27, 2015. The training was facilitated by Q’Straint Western Regional Manager Lisa Nippolt and Access’ Operations Service Monitors. The training class focused on gaining consistency among all the service contractors while advising on best practices of mobility device securement and occupant restraint systems. The training class also introduced upcoming changes to WC19 wheelchair regulations, as well as upcoming changes to the SAEJ2249 restraint system this upcoming January 2016. The training class concluded at San Gabriel Transit with a hands-on securement exercise using the El Dorado Aerotech (cut-away passenger vehicle) provided by MV Transportation.

Rogelio Gomez – Project Administrator

Southern RegionIn the month of August, Global Paratransit Inc. (GPI) encountered challenges with performance, ending the month with an on-time performance of 88.23 percent and 0.06 percent Late 4’s. In an effort to stabilize performance and in preparation for the peak season, GPI introduced Long Beach All Yellow Taxi as a sub-contractor.

37

To provide quality assurance, Operations Service Monitor Gina Breceda conducted on-site call center observations during the swing shift hours. The focus of the observations was to ensure quality of service and accuracy was being delivered to our riders. In addition, Access staff conducted a Vehicle Pull-Out Inspection where one hundred and fifty (150) vehicles were observed and released into service after passing inspection. A total of two-hundred and sixteen (216) rider commendations were received for the southern region for the month.Santa Clarita RegionIn early August, SCT reservation agents participated in phone training that concentrated on a review of procedures to ensure quality of calls and standards are maintained in the call center. SCT completed the month with an on-time performance of 95.54 percent and 0.00 percent Late 4’s.Operations Service Monitor Jessica Thompson conducted a Vehicle Pull-Out Inspection at Santa Clarita Transit (SCT). In preparation for the upcoming heat wave, this inspection concentrated on ensuring the air conditioning systems were functioning properly as well as verifying other equipment required by the driver were readily available in the vehicles. All inspected vehicles were found to be in compliance and released into service as scheduled.

Randy Johnson - Project Administrator

Eastern RegionFor the month of August, San Gabriel Transit (SGT) operated well, meeting on-time performance (91.3%) and call on hold over 5 minutes (4.0%), but struggled with Late 4’s (0.12%). Access staff met with SGT management to discuss their plans and preparation for the upcoming peak period.Operations Service Monitor Faustino Salvador conducted twenty-five (25) on-site call center phone observations, resulting in no major findings. Access staff audited nineteen (19) files as part of the New Driver File Audit thrughout the month. All files audited were in compliance. SGT received one hundred and twenty-nine (129) commendations for the month.SGT’s Karina Moreno and Access’ Road Safety Inspector Alex Chrisman, performed a community outreach at Citrus College in Glendora. The meeting with Citrus College adminstration was concentrated on evaluating solutions for drivers and riders at Stand Sign #2. At the conclusion of the meeting, Citrus College agreed to repaint the curb from red to white, allowing driver to park and dwell a maximum of five (5) minutes prior to loading riders. Citrus College also provided SGT with a map for drivers and dispatchers. The solutions identified as a result of the meeting will improve the pick-up and drop off experience for Access riders and drivers.West CentralDuring the month of August, California Transit (CTI) was able to improve call center performance. Calls on hold over five (5) minutes improved to 4.0

38

percent compared to 6.8 percent in July. Additionally, CTI improved on time performance, ending the month at 91.2 percent compared to 90.9 percent in July. Access staff met with CTI management to discuss plans for the upcoming peak period. Operations Service Monitor Faustino Salvador conducted twenty-five (25) on-site call center phone observations, resulting in no major findings. CTI received one hundred and seventy-six (176) commendations for the month.In August, Access staff met with the Los Angeles World Airports (LAX) staff. The goal of the meeting was to find a solution for the recent problems encountered by drivers when picking up Access riders as a result of the removal of the stand signs. LAX staff explained that the stand signs were removed due to terminal remodeling projects, but stated they would soon be replaced with new signs. In addition, LAX staff provided assurance that they would encourage airport officers to allow more time for Access riders to be loaded into vehicles. The partnership established with LAX staff will greatly improve our rider’s experience at the airport.

Fayma Ishaq - Project Administrator

Northern Region Operations Service Monitor, Christina Blanco, conducted a Call-taker and Dispatcher File Audit at MV Transportation (MV). Forty-five (45) files were reviewed with zero deficiencies observed. Access distributed an information letter to every registered rider of the Parents with Disabilities Program. The informational letter provided riders with details on the success of the program thus far as well as reminding riders of the program specific features such as the intent of the program, the number of trips a rider may take on any given day, and how best to utilize same day trips. MV received one hundred and fifty-nine (159) commendations for the month of August. Access Services hosted a MV-1 Vehicle Training at MV. The training focused on understanding the MV-1 vehicle functions and diagnosis standards. A total of sixteen (16) participants comprised of all six service regions attended the classroom training and the hands-on sessions.Antelope Valley RegionOperations Service Monitor Christina Blanco, conducted a Pull-Out Inspection at the Keolis yard in the Antelope Valley. Of the twenty-four (24) vehicles inspected, twelve (12) had minor deficiencies and were corrected before they entered revenue service. The Pull-Out Inspection concentrated on reviewing the condition of the vehicle ramp, securement tracks, tether straps, air conditioner, cleanliness of the vehicle, dashboard lights, as well as insurance, registration, and medical waiver documents. In addition, Christina Blanco conducted a Call-Taker and Dispatcher File Audit, resulting in zero findings. Access staff visited the Keolis Call Center in El Segundo to provide an update on features related to Rider360, including how documents are to be

39

uploaded into the system. The opportunity allowed Access staff to meet and welcome the two newest Keolis Call Center staff.

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

Access Customer Service department received 46,083 calls system wide in the month of August, in comparison to 47,096 to the previous month. All Customer Service performance targets were met system wide.Customer Care received a total of 1006 service related complaints; 3.7 complaints per 1,000 trips. All tickets received were investigated and closed at an average of 3.2 days.The Community Advisory Committee (CAC) had a successful meeting at Los Angeles Metro.Lastly, 774 staff commendations - Smiles! - were filed by our customers in August; 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!

David Foster - Project Administrator, Eligibility - Eligibility Department Update

In August 2015, the number of eligible Access riders reached 172,151 an increase of 1,206 (0.71%) eligible riders from the previous month. Additional statistics can be found within the operations report of this board box.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. The plan will have SGT begin scheduling appointments in the Santa Clarita area on October 1st (currently CARE schedules Santa Clarita appointments) which will then be transported by SCT and evaluated by CARE staff on site at SCT’s facility.

40

Mobility Management Statistics Report, August 2015

MonthTotal

Number of Calls

August 398 151 (38%) 39 (10%) 31 (8%) 165 (41%) 6 (2%) 6 (2%)

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

Number of Last Calls and No Answers

Number of Calls

Waiting for Follow-Up.

For the month of August, calls made by mobility management staff decreased by 1% from the previous month with a total of 398 calls made. Of the 398 calls logged, staff called and spoke with 190 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.

Mobility management staff attended the 35th Annual Government Day held at the Panorama City Mall. This is the first time in 34 years the event was not hosted by former Supervisor Zev Yaroslavsky who has retired after over four decades of outstanding public service. Hosting this year was Assembly Member Adrin Nazarian who visited each exhibitors table to say thank you and present certificates of appreciation. There were over forty (40) groups in attendance representing city, county, state and federal government agencies. Staff spoke with riders that had questions regarding the proposed fare changes, eligibility renewal and how Access has helped them maintain their quality of life. In addition, attendees had questions concerning eligibility and what is involved in the Access evaluation process

41

BOARD BOX ITEM #10OCTOBER 21, 2015


FROM: MELISSA THOMPSON, DATA ANALYST

RE: OPERATIONS REPORT FOR AUGUST 2015

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

MONTHLY OPERATIONS REPORT SUMMARYCurrent Last Month % change YTD

Total Trips 275,227 279,430 -1.5% 554,657

Passengers per Vehicle Trip 1.32 1.30 1.5% 1.31

Average Trip Distance 9.14 9.19 -0.5% 9.2

Total Calls to Providers 512,17

8 511,412 0.2% 1,023,5

90

Average Initial Hold Time (seconds) 82 91 -9.9% 83

% of Calls on Hold More Than 5 minutes 3.6% 5.4% -1.8% 4.8%

On-Time Performance 90.4% 90.9% -0.5% 90.7%

Late 4 Trips 0.07% 0.09% -0.02% 0.08%

Total Registered Customers

172,151 170,945 0.7%

172,151

42

MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers

Trips Back UpTrips

Passengers per Trip

Eligible Passengers per Trip

SYSTEM WIDEJUL-15 364,158 279,430 438 1.30 1.00

AUG-15 362,025275,22

7 573 1.32 1.00% Change -0.6% -1.5% 30.8% 1.5% 0.0%

SGT - Eastern RegionJUL-15 102,466 77,278 5 1.33 0.93

AUG-15 101,280 76,203 17 1.33 0.93% Change -1.2% -1.4% 240.0% 0.0% 0.0%

GPI - Southern RegionJUL-15 120,333 93,350 2 1.29 1.02

AUG-15 121,406 92,107 5 1.32 1.04% Change 0.9% -1.3% 150.0% 2.3% 2.0%

CTI - WC - West Central Region

JUL-15 57,529 43,599 431 1.32 1.03AUG-15 55,362 41,596 551 1.33 1.03

% Change -3.8% -4.6% 27.8% 0.8% 0.0%MV - San Fernando Valley Region

JUL-15 64,894 51,229 0 1.27 1.03AUG-15 64,306 50,762 0 1.27 1.03

% Change -0.9% -0.9% 0.0% 0.0% 0.0%DT - Antelope Valley Region

JUL-15 15,732 11,242 0 1.40 1.03AUG-15 16,345 11,721 0 1.39 1.02

% Change 3.9% 4.3% 0.0% -0.7% -1.0%SCT - Santa Clarita Region

JUL-15 3,204 2,732 0 1.17 1.01AUG-15 3,326 2,838 0 1.17 1.01

% Change 3.8% 3.9% 0.0% 0.0% 0.0%

43

PROVIDER SERVICE SUMMARY

Previous YTD-Maintenance Inspections* Current Month AverageTOTAL 81 68 75SGT – Eastern Region 30 0 15GPI – Southern Region 0 30 15CTI – West – Central Region 0 32 16MV Transit – San Fernando Valley Region 30 6 18DT – Antelope Valley Region 15 0 8SCT – Santa Clarita Region 6 0 3

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

Previous YTD-Dispatch Coordination* Current Month AverageTOTAL 173 197 185SGT – Eastern Region 25 21 23GPI – Southern Region 57 68 63CTI – West – Central Region 25 21 23MV Transit – San Fernando Valley Region 25 32 29DT – Antelope Valley Region 18 27 23SCT – Santa Clarita Region 23 28 26

* 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%

44

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 397 459 428Transfer Point to Antelope Valley 313 348 331Santa Clarita to Transfer Point 104 135 120Transfer Point to Santa Clarita 118 145 132

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

512,178 511,4121,023,59

0Average Initial Hold Time 82 91 83% Of Calls On Hold More Than 5 minutes 3.6% 5.4% 4.8%SGT - Eastern RegionCalls Answered 123,334 124,415 247,749Average Initial Hold Time 70 86 76% of Calls on Hold More Than 5 minutes 4.0% 6.6% 5.9%GPI - Southern RegionCalls Answered 173,338 169,937 343,275Average Initial Hold Time 82 95 79% of Calls on Hold More Than 5 minutes 3.2% 5.4% 4.2%CTI - West – Central Region

45

Calls Answered 117,176 121,101 238,277Average Initial Hold Time 71 87 73% of Calls on Hold More Than 5 minutes

4.0% 6.8% 5.6%

MV Transit - San Fernando Valley RegionCalls Answered 73,796 71,955 145,751Average Initial Hold Time 64 97 109% of Calls on Hold More Than 5 minutes

2.9% 3.2% 4.2%

DT - Antelope Valley RegionCalls Answered 20,444 19,877 40,321Average Initial Hold Time 100 91 93% of Calls on Hold More Than 5 minutes

2.7% 1.9% 2.7%

SCT - Santa Clarita Valley RegionCalls Answered 4,090 4,127 8217Average Initial Hold Time 111 51 59% of Calls on Hold More Than 5 minutes

4.0% 2.7% 2.7%

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 46,083 47,096 93,179Average Initial Hold Time 89 78 83Average Call Duration 208 203 206% of Calls on Hold More Than 5 Minutes 7.1% 6.3% 6.7%

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% of Abandoned Calls 5.7% 5.2% 5.4%Customer Service Center (CS)Access ServicesCalls Answered 11,170 11,194 22,364Average Initial Hold Time 83 51 67Average Call Duration 204 213 209% of Calls on Hold More Than 5 Minutes 6.6% 3.2% 4.9%% of Abandoned Calls 4.1% 3.2% 3.6%Southland Calls Answered 24,593 25,806 50,399Average Initial Hold Time 90 85 87Average Call Duration 187 182 185% of Calls on Hold More Than 5 Minutes 6.6% 6.4% 6.5%% of Abandoned Calls 5.9% 5.6% 5.8%Customer Service TotalCalls Answered 35,763 37,000 72,763Average Initial Hold Time 87 75 81Average Call Duration 193 191 192% of Calls on Hold More Than 5 Minutes 6.6% 5.4% 6.0%% of Abandoned Calls 5.3% 4.9% 5.1%

Operations Monitoring Center (OMC)Access ServicesCall Answered 6,936 7,172 14,108Average Initial Hold Time 93 76 84Average Call Duration 263 245 254% of Calls on Hold More Than 5 minutes 8.5% 7.6% 8.0%% of Abandoned Calls 7.5% 5.2% 6.4%SouthlandCall Answered 3,384 2,924 6,308Average Initial Hold Time 93 124 107Average Call Duration 255 252 254% of Calls on Hold More Than 5 minutes 9.8% 14.6% 12.0%

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% of Abandoned Calls 5.3% 8.6% 6.9%Operations Monitoring Center TotalCall Answered 10,320 10,096 20,416Average Initial Hold Time 93 90 91Average Call Duration 260 247 254% of Calls on Hold More Than 5 minutes 8.9% 9.6% 9.3%% of Abandoned Calls 6.8% 6.2% 6.5%

Eligibility DeterminationsPrevious YTD-

ADA Paratransit Evaluations Current Month AverageCompleted

UNRESTRICTTED 2,703 2,722 2,713 RESTRICTED 600 701 651 TEMPORARY 411 457 434

NOT ELIGIBLE 889 920 905 TOTAL 4,603 4,800 4,702

Re-certifications (in Person) 394 466 430 New Applicants 4,209 4,334 4,272

Eligibility Renewals 5,713 5,791 5,752 Recertification Letters SentProcess Time (avg.Days: Individ.)Evaluation to Mail Out (ADA<21 Days) 15 15 15 Scheduling Phone Call to Evaluation 3 3 3 Scheduling Phone Call to Mail Out 26 23 25

Previous YTD-ADA Paratransit Eligibility Appeals

Current Month Average

Appeals Requested 248 203 226 Closed 253 295 274 Withdrawn/Closed Before Completion 33 29 31 Pending 401 391 396 Increased 78 74 76 Decreased 4 4 4 Modified 8 11 10 Upheld 100 161 131

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% Appeals not overturned 59% 70% 65%Net Denied Rate (Year-to-Date) 18% 18% 18%Process Time: Appeal Date to Mail OutADA<30) 12 14 13

OPERATIONS MONITORING CENTER ACTIVITYPrevious YTD-

Logged Calls to OMC* Current Month AverageTOTAL CALLS: 6,934 6,958 6,946 Late Calls 1,768 1,628 1,698 Other (CSC/Reservations) 5,166 5,330 5,248

*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 165 88 127 ETA Given 947 925 936 Help Calls 5 5 5 Miscellaneous 651 610 631 TOTAL LATE CALLS 1,768 1,628 1,698

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

50 44 47

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 90.40% 90.91% 90.66%Percentage of Late Trips 9.60% 9.09% 9.34%Late “1” (1-15 min. late) 7.40% 6.97% 7.18%Late “2” (16-30 min. late) 1.77% 1.68% 1.72%Late “3” (31-45 min. late) 0.36% 0.36% 0.36%Late “4” (>46 min. late)/Missed Trips 0.07% 0.09% 0.08%No Shows 3.87% 3.87% 3.87%Accessibility Violations - occurrences 0 1 1Denied Trips -% of Next Day Trip Requests Denied 0.14% 0.00% 0.07%

PreviousSGT – Eastern Region Current Month YTDPercentage of Trips On-Time 91.39% 93.06% 92.23%Percentage of Late Trips 8.61% 6.94% 7.77%Late “1” (1-15 min. late) 6.29% 5.26% 5.78%Late “2” (16-30 min. late) 1.73% 1.28% 1.51%Late “3” (31-45 min. late) 0.46% 0.27% 0.37%Late “4” (>46 min. late)/Missed Trips 0.12% 0.12% 0.12%No Shows 3.10% 2.91% 3.00%Accessibility Violations – occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

PreviousCTI – West Central Region Current Month YTDPercentage of Trips On-Time 91.23% 90.94% 91.08%Percentage of Late Trips 8.77% 9.06% 8.92%Late “1” (1-15 min. late) 6.83% 6.80% 6.81%Late “2” (16-30 min. late) 1.54% 1.84% 1.69%Late “3” (31-45 min. late) 0.35% 0.35% 0.35%Late “4” (>46 min. late)/Missed Trips 0.06% 0.07% 0.07%

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No Shows 4.42% 4.30% 4.36%Accessibility Violations - occurrences 0 1 1Denied Trips -% of Next Day Trip Requests Denied 0.83% 0.00% 0.41%

PreviousGPI – Southern Region Current Month YTDPercentage of Trips On-Time 88.23% 87.79% 88.01%Percentage of Late Trips 11.77% 12.21% 11.99%Late “1” (1-15 min. late) 8.87% 9.00% 8.93%Late “2” (16-30 min. late) 2.38% 2.49% 2.44%Late “3” (31-45 min. late) 0.46% 0.61% 0.53%Late “4” (>46 min. late)/Missed Trips 0.06% 0.11% 0.09%No Shows 4.58% 4.75% 4.67%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 91.67% 92.88% 92.28%Percentage of Late Trips 8.33% 7.12% 7.72%Late “1” (1-15 min. late) 7.06% 6.13% 6.59%Late “2” (16-30 min. late) 1.10% 0.86% 0.98%Late “3” (31-45 min. late) 0.13% 0.12% 0.12%Late “4” (>46 min. late)/Missed Trips 0.03% 0.02% 0.02%No Shows 3.12% 3.16% 3.14%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 92.12% 91.61% 91.87%Percentage of Late Trips 7.88% 8.39% 8.13%Late “1” (1-15 min. late) 6.58% 6.98% 6.77%Late “2” (16-30 min. late) 1.10% 1.28% 1.19%Late “3” (31-45 min. late) 0.20% 0.13% 0.17%Late “4” (>46 min. late)/Missed Trips 0.00% 0.00% 0.00%No Shows 3.03% 3.05% 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 95.54% 96.40% 95.94%Percentage of Late Trips 4.46% 3.60% 4.06%Late “1” (1-15 min. late) 3.77% 2.91% 3.37%Late “2” (16-30 min. late) 0.27% 0.35% 0.30%Late “3” (31-45 min. late) 0.08% 0.13% 0.10%Late “4” (>46 min. late)/Missed Trips 0.04% 0.09% 0.06%No Shows 3.12% 3.47% 3.30%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 0 0 2 0 0 0Animal 0 0 0 0 0 0 0Booking 112 14 13 66 14 4 1Conduct 113 42 12 34 18 7 0Late 96 20 6 53 12 5 0Late 4 25 6 0 17 1 1 0Procedure 332 70 52 160 42 7 1Risk Management 141 40 16 42 36 7 0Routing 56 13 13 23 7 0 0Wheelchair Securement

3 0 0 3 0 0 0Service 32 2 2 25 2 1 0Travel Time 45 5 4 27 8 1 0Vehicle 17 1 0 9 3 1 3TOTAL 974 213 118 461 143 34 5Ratio per 1,000 Trips 3.5 3.1 2.8 5.0 2.8 2.9 1.8Commendations 717 176 129 216 159 34 3

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Travel Training Statistics

Travel Training, Fiscal Year 2015-2016 July – 15 August - 15 YTD

Accepted Travel Training 23 20 43Waiting for Travel Training 22 13 35Started Travel Training 18 14 32

Completed Travel Training 23 20 43Discontinued Services 0 2 2People Currently in Travel Training 0 0 0Total Follow-up Response Month 2 23 18 41#Graduates Using Bus After 2 Months 18 14 32Average # of Trips per-week, Month 2 5 5 10

Estimated Bus Trips Taken, YTD 399 1,107 1,506*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.

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Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun150,000

200,000

250,000

300,000

Total Trips ComparisonFY 14/15 FY 15/16

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