Board Box
December 21, 2015
Item / Board Box Item / Staff / PagesRecap of Recent Legislative Activities for December 2015 / A. Colaiace / 2
Out of State Travel Update for November 2015 / C. Motta / 3
New Employee Update / F. Moseley / 4-5
Safety Update For October 2015 / M. Greenwood / 6-7
Recap Proceeding of December 14, 2015 Board Meeting / D. Cisco / 8-9
Update Rolling Board Agenda Calendar / F. Jewell / 10-11
Key Performance Indicators October 2015 / M. Thompson / 12-18
Financial Report for October 2015 / H. Rodriguez / 19-33
Executive Summary Update for October 2015 / M. Greenwood/S. Kelley/D. Foster/S. Wrenn / 34-38
Operations Report for October 2015 / M. Thompson / 39-51
BOARD BOX ITEM #1
DECEMBER 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 in a Special Edition of Behind the Scenes, President Obama has signed H.R. 22, the Fixing America’s Surface Transportation (FAST) Act, into law. This long-awaited successor to the Moving Ahead for Progress in the 21st Century Act (MAP-21) authorizes surface transportation programs at $305 billion over 5 years. More importantly, this 1,300 page bill included one sentence that specifically addressed Access’ coordinated fare system and, we believe, allows us to keep the current fare system that has worked for this Agency and its customers for the last 20 years. The language is as follows:
Notwithstanding the provisions of section 37.131 (c) of Title 49, Code of Federal Regulations, any paratransit system currently coordinating complementary paratransitservice for more than 40 fixed route agencies shall be permitted to continue using an existing tiered, distance-based coordinated paratransit fare system, if the fare for the existing tiered, distance-based coordinated paratransit fare system is not increased by a greater percentage than any increase to the fixed route fare for the largest transit agency in the complementary paratransit service area.
The language starting with “if the fare for the existing” was added to our original language in the Conference Committee and, we believe, links any future Access fare changes to those of Metro, which is the largest transit agency in our area.
Again, we would like to thank everyone in our coalition -- staff, Board members and community members -- who spent a lot of time and effort informing Congress how changing our fare system would have real negative impacts on customers. We believe that hearing from our customers was one of the key elements that allowed us to get traction on this issue. And we certainly couldn’t have accomplished this without Congresswoman Grace Napolitano, her staff member Joe Sheehy and the Los Angeles County Congressional Delegation who were all incredibly supportive of our efforts.
If you have any concerns or questions, please feel free to contact me at 213/270-6007.
BOARD BOX ITEM #2
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT
RE:OUT OF STATE TRAVEL UPDATE FOR DECEMBER2015
The following is a list of out-of-state meetings for DECEMBER 2015.
American Public Transportation Association
Washington, DC
December 1-6, 2015
The below mentioned Access Services staff member traveled to Washington, DC, for the American Public Transportation Association Leadership Training Program. The training offered the opportunity to learn strategies and techniques that will assist in leadership in the transportation industry.
F Scott Jewell, Chief Operating Officer
American Public Transportation Association
Washington, DC
December 2-4, 2015
The below mentioned Access Services staff member traveled to Washington, DC, for the American Public Transportation Association Legislative Committee Meetings. Further detail is provided in the Legislative Report
Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs
BOARD BOX ITEM #3
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, HUMAN RESOURCES
RE:NEW EMPLOYEE UPDATE
New Employees
There were two new employees hired at Access this past month.
Sarah Bodenhas joined Access Services as Deputy Executive Director/Chief Operating Officer. In this role, she will be responsible for administering the daily operations of Access Services, one of the largest independent paratransit agencies in the United States. She will be responsible for overseeing the safe, efficient delivery of paratransit in Los Angeles County which includes, but is not limited to, the agency functions of Operations, Client Relations, Eligibility, Mobility Management, Customer Service, Business Analytics and Information Technology. Sarah will represent the agency in the absence of Shelly Verrinder, Executive Director/President, and will work to ensure effective employee and contractor relations by managing ongoing quality improvement initiatives to meet agency goals. Sarah will report directly to Shelly Verrinder, Executive Director/President.
Prior to joining Access, she took her first step into the transit industry where she spent 2 years as the President–DDS Transit for DDS Wireless, a $40m publicly traded company (TSX), where she focused on hardware and software solutions for specialized transportation. In this role, she was responsible for leading the company through a transformation of its product, culture and operating infrastructure. She was bitten by the startup bug, and took on President and CEO roles at technology companies, usually backed by Private Equity or Venture Capital Firms. As the President/Chief Executive Officer, she and her team bought Earth Class Mail to profitability. Earth Class Mail is the leading SaaS platform providing on line mail and parcel management services supporting over 6,500 customers in 170 countries. As the President/Chief Operating Officer of Print Inc., she helped sell Print, Inc. to Pitney Bowes for $47M. She served in a General Management role as the Chief Operating Officer of Bowne, Inc.’s $250M Global Solutions Division. She served in larger CFO roles, culminating the finance segment of her career where she worked as the Chief Financial Officer of Thomson Learning’s International Division and as Chief Information Officer of Thomson Financial, a $2.5B division of the Thomson Corporation. She also worked with Simon and Schuster, Citibank N.A, Shearson Lehman Hutton and Reliance Group Holdings Inc. Sarah began her career in Finance as an Auditor at Deloitte and Touche, LLP.
Sarah received her Bachelor of Science in Economics from Lehigh University and completed Executive Coursework at INSEAD, Babson, MIT and NYU Sloan. She is a Certified Public Accountant and was recognized as a 2010 Stevie Award Winner for Best Executive in a Small Business and 2010 Stevie Award Honorable mention for Best Turnaround. In her spare time, Sarah loves to ride her road bike, cook, read and Skype with her daughter, who goes to school in England.
Please join us in welcoming Sarah to the Access Services family!
Sharon Astier has joined Access Services as an Administrative Assistant. In this role, she will be responsible for general office support such as internal and external correspondence, filing, copying, arranging and/or coordinating internal and external meetings. She will be responsible for preparing meeting minutes for the Annual Membership Meetings, Community Advisory Committee and Board of Director’s meetings when requested, assist in the facilitation of the monthly Board of Directors’ meetings and CAC meetings and scheduling captionist and sign language interpreters for meetings as needed. She will coordinate locations for community meetings and act as administrative support, serve as the backup for ordering office supplies and kitchen supplies; manage and maintain the scheduling of the conference rooms for staff and Metro, maintain executive files; prepare various spreadsheets; assist the Receptionist and other Administrative Assistants when necessary as well as provide general office support for all departments within the organization and special projects as needed. Sharon will report directly to Donna Cisco, Administrative Manager/Board Liaison
She joined Access as a Customer Service Representative with 20 years of experience in the Customer Service and Sales arena. Sharon was previously a Customer Account Manager with TelePacific Communications where she was managed initial and ongoing sales training, assisted agents with creating, presenting and closing opportunities with customers and secured monthly sales, implemented sales promotions and launched new products services.She also spent 11 years with Pacific Bell-AT&T as a Business Service Representative where she handled customer inquiries, complaints, billing questions and payment extensions/service order requests in an inbound/outbound call-center environment. She partnered with Sales Support Managers to issue sales orders for data products, resolved product or service challenges and issued orders or adjustments to ensure resolution; as well as negotiated orders and quoted charges with customers.
She earned her Associate of Science degree in Business Marketing & Management from Long Beach College of Business.
BOARD BOX ITEM #4
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:MIKE GREENWOOD, DEPUTY EXECUTIVE DIRECTOR, OPERATIONS
& SAFETY
RE:SAFETY UPDATE FOR OCTOBER 2015
Key Safety Indicators
Access’ preventable collision rate for October 2015 was 0.53 preventable collisions per 100,000 miles (compared to 0.48 in October 2014). October 2015’s rate was slightly above the target of 0.50.
The total number of preventable collisions in October 2015 was 21, down from 22 in September and Access’ preventable collision rate over the last 12 months just above the target of 0.50 at 0.56.
Department Activities
In October, the Safety Department accomplished the following:
- One staff member took part in the monthly Access and Functional Needs (AFN) committee meeting that is held at the Los Angeles County Office of Emergency Management.
- One staff member attended a Back Injury Prevention seminar.
- Held its monthly Safety Steering Committee meeting with service providers.
- Conducted seven root cause reviews in response to collisions and incidents.
- Conducted one driver retraining file audit at a service provider.
- Road Safety Inspectors conducted 37 location evaluations (pick-up/drop-off locations checked for safety).
- Road Safety Inspectors conducted 196 driver observations and 186 vehicle inspections.
- Road Safety Inspectors attended provider-driver safety meetings at MV Transportation and California Transit.
- Road Safety Inspectors conducted one rollout inspection at MV Transportation
- Hired and trained a new Road Safety Inspector.
BOARD BOX ITEM #5
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON
RE:RECAP PROCEEDING OF DECEMBER 14, 2015 BOARD MEETING
RECAP OF PROCEEDINGS
BOARD OF DIRECTORS MEETING
MONDAY, DECEMBER 14, 2015
METRO
One Gateway Plaza, 3rd Floor
Los Angeles CA 90012
ITEMNO. / SUBJECT ITEM / ACTION TAKEN
3 / CLOSED SESSION / None
4 / SPIRIT OF ACCESSIBILITY AWARD / PRESENTATION
5 / Review & Approval of Minutes From the Board Meeting On September 28th, October 15th and October 27, 2015 / Approved
8-a / Consideration to Extend Term and Increase Funds – Information Technology Consulting Services Contract (AS-3039) / Approved/On Consent Calendar
8-b / Consideration to Extend Term and Increase Funds – Telecommunication Consulting Services (AS-3419) / Approved/On Consent Calendar
8-c / Consideration to Extend Term and Increase Funds – TAP Card Production Memorandum of Understanding (MOU) / Approved/On Consent Calendar
8-d / Consideration to Approve 2016 Board of Directors Meeting Calendar / Approved/On
Consent Calendar
8-e / Consideration to Approve Reappointment of Community Advisory Committee Group A and Member Terms / Approved/On
Consent Calendar
9 / Consideration to Approve the Award of a Customer Service Center Contract (AS-3955) / Tabled to The Next Board Meeting
10 / Access Services Dynamic Fare Update / Presentation (held over to the next Board meeting)
11 / Status Update on Metro’s Review of Access Services / Receive/File
BOARD BOX ITEM #6
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:F SCOTT JEWELL, DIRECTOR OF ADMINISTRATION
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.
January 25, 2016
Board Meeting –Access Services Headquarters
Item / DescriptionConsideration to Approve / Telephone and 800 Toll Free Services Contract Extension
Consideration to Approve / Service Provider Contract Extension – Santa Clarita Service Region
Consideration to Approve / Software and Maintenance Services Contract (Where’s My Ride)
Consideration to Approve / Parents with Disabilities Program – Contractor Services Extension
Consideration to Approve / Customer Service Center Services Contract
February 22, 2016
Board Meeting - Metro
Item / DescriptionConsideration to Approve / Service Provider Contract Extension – Southern Service Region
Consideration to Approve / Service Provider Contract Extension – West Central Service Region
Consideration to Approve / Software Licensing Agreement (ATBOS) Extension
Consideration to Approve / Software Engineering and Consulting Services Contract Extension
March 23, 2016
Annual Membership Meeting – California Endowment Center
Item / DescriptionConsideration to Approve / By-Law changes
BOARD BOX ITEM #7
DECEMBER 21, 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 OCTOBER 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.
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 #8
DECEMBER 21, 2015
TO:BOARD OF DIRECTORS
FROM:HECTOR RODRIGUEZ, CONTROLLER
RE:FINANCIAL REPORT FOR OCTOBER2015
Attached for your review are the draft financial reports for October 2015.
Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:
Passengers: 0.1% over budget
Contract Revenue Miles: 2.2% under budget
Trips: 0.3% under budget
Completed Eligibility Interviews: 1.6% over budget
Average Trip Distance: 1.9% under budget at 9.12 miles
Total cost per Passenger (before depreciation): 6.0% under budget
Administration Function is 13.9% under budget
Eligibility Determination Function is 4.9% under budget
Paratransit Operations Function is 5.6% under budget
Attached are the following reports for your review:
- Statistical Comparison: October 2014 to October 2015
- 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 October2015
% ofCost / YTD
Actual / YTD
Budget / Variance / % Over
<Under>
Budget / % Over
<Under>
Previous Yr.
Paratransit Operations / 88.5% / $42,213,088 / $44,711,904 / $(2,498,816) / (5.6)% / 1.5%
Eligibility Determination / 6.9% / 3,306,968 / 3,476,756 / (169,788) / (4.9)% / 2.9%
CTSA/Ride Information / 0.4% / 181,472 / 202,328 / (20,856) / (10.3)% / 1.5%
Administrative / 3.9% / 2,020,162 / 2,345,488 / (325,326) / (13.9)% / (15.0)%
Total Exp before Depreciation / $47,721,690 / $50,736,476 / $(3,014,786) / (1.3)% / 0.9%
Statistics - - For the YTD Period Ended October 2015
YTDActual / YTD
Budget / Variance / % Over
<Under>
Budget / % over
<Under>
Previous Yr
Number of Completed Cert Interviews / 23,755 / 23,370 / (385) / 1.6% / 5.0%
Number of PAX / 1,485,404 / 1,484,343 / 1,061 / 0.1% / 3.6%
Number of Contract Revenue Miles / 10,362,434 / 10,590,441 / (228,007) / (2.2)% / 4.4%
Number of Trips / 1,136,072 / 1,139,547 / (3,475) / (0.3)% / 3.0%
Average Trip Distance / 9.12 / 9.29 / (0.17) / (1.9)% / 1.3%
Purchased Transportation Cost
Cost per Trip / $ 33.52 / $ 34.70 / $ (1.17) / (3.4)% / 1.0%
Cost per PAX / $ 25.64 / $ 26.64 / $ (1.00) / (3.7)% / 0.4%
Cost per Contract Rev Mile / $ 3.68 / $ 3.73 / $ (0.05) / (1.6)% / (0.4)%
Total Cost per Pax before depreciation / $ 32.13 / $ 34.18 / $ (2.05) / (6.0)% / (2.6)%
Budget Results for FY 2015/2016
For the YTD Period Ending October2015
YTDActual / YTD
Budget / Variance Over <Under> Budget / % Over
<Under>
Budget / % over
<Under>
Previous Yr
Total Expense Before Capital as of October 2015 / $47,721,690 / $50,736,476 / $ (3,014,786) / (5.9)% / 5.8%
Revenue
Passenger Fares / 3,250,117 / 3,195,506 / 54,611
Other Revenue / 114,983 / 107,723 / 7,260
Total Revenue / 3,365,100 / 3,303,229 / 61,871 / 1.9% / (3.8)%
Capital Expenditures
Vehicles / 0 / 0 / 0
Other Capital Expenditures / 94,870 / 94,390 / 480
Total Capital Expenditure / $ 94,870 / $ 94,390 / $ 480 / 0.5% / 0.5%
Under Budget as of October2015 / $(5,360,807)
Adjustments:
Total Adjusted Under Budget YTD October 31, 2015 / $(5,360,807)
YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST