Board Box FEBRUARY 17, 2015

ITEM BOARD BOX ITEM STAFF PAGES

1. RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR

FEBRUARY 2015 A. COLAIACE 2-3

2. NEW EMPLOYEE UPDATE F. MOSELEY 4-5

3. SAFETY UPDATE FOR DECEMBER 2014 M. GREENWOOD 6

4. UPDATE ROLLING BOARD AGENDA CALENDAR F. JEWELL 7-8

5. BOARD MEMBER COMMUNICATION FOLLOW-UP F. JEWELL 9-14

6. KEY PERFORMANCE INDICATORS DECEMBER

2014 M. THOMPSON 15-21

7. FINANCIAL REPORT FOR DECEMBER 2014 H. RODRIGUEZ 22-37

8. EXECUTIVE SUMMARY UPDATE FOR DECEMBER

2014 S. CHANG/S. KELLEY/M. AVANCENA /D. FOSTER 38-41

9. OPERATIONS REPORT FOR DECEMBER 2014 M. THOMPSON 42-54

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BB OO AA RR DD BB OO XX II TT EE MM ## 11 FEBRUARY 17, 2015 TO: BOARD OF DIRECTORS FROM: ANDRE COLAIACE, DEPUTY EXECUTIVE DIRECTOR, PLANNING AND

GOVERNMENTAL AFFAIRS RE: RECAP OF RECENT LEGISLATIVE/MEDIA ACTIVITIES Federal Legislative Activities: President Obama’s recently released budget included a proposal for a six-year, $478 billion transportation bill that would be partially funded by a mandatory tax on companies' profits held overseas. The proposal has some good news for transit: FTA would receive $18.2 billion in fiscal 2016, a nearly 70 percent increase over the current funding level. Additional detail for this ambitious proposal can be found on the Department of Transportation’s website: http://www.dot.gov/sites/dot.gov/files/docs/FY16-BudgetHighlights.pdf Of course, while the President’s proposal is generous toward infrastructure spending, there is still the small issue that the Highway Trust Fund is nearly bankrupt and needs additional sources of funding. There is still little consensus in Congress about how to do this and that has led to talk of yet another extension of federal transportation policy which expires in May. Politico reports: “Using repatriation to shore up the Highway Trust Fund has been floated by lawmakers on both sides of the aisle and the administration, but many members of the House and Senate tax-writing committees have yet to warm up to the idea. "We don't think it's going to work," said Rep. Dave Reichert, chairman of the Ways and Means revenue subcommittee. Senate Finance Chairman Orrin Hatch also opposes using repatriation for highway funding. Even if the tax-writing committees were on board, many concede it's too heavy a lift to push through Congress before the May deadline.” State Legislative Activities: The California Transit Association reports: “Governor Brown released the 2015-16 Proposed Budget. In the transportation area the Governor’s Budget identifies a problem more on the “traditional” infrastructure side – highways, streets & roads, and bridges – than on the public transportation side of the equation. Specifically, the Budget notes that the Administration has been working

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toward building a robust, multi-modal, and sustainable transportation infrastructure by advancing high-speed rail and creating new funding programs for transit, bicycling, and walking.” If you have any concerns or questions, please feel free to contact me at 213/270-6007.

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BB OO AA RR DD BB OO XX II TT EE MM ## 22 FEBRAURY 17, 2015

TO: BOARD OF DIRECTORS FROM: FAYE MOSELEY, DEPUTY EXECUTIVE DIRECTOR, ADMINISTRATION RE: NEW EMPLOYEE UPDATE New Employees I am pleased to announce that we have two new employees at Access. Randy Johnson has joined Access Services as Project Administrator. In this role, he will be acting as the lead technical representative for the oversight and administration of our Eastern Region provider, San Gabriel Transit; and West Central Region provider, California Transit. He will report performance data and analyze the efficiency and effectiveness of paratransit operations; ensure service quality of daily operations by working with maintenance, dispatch and on-street operations and conduct service provider on-site visits. Randy will be responsible for resolving issues requiring contract clarification, preparing and developing scopes of work, evaluating contract proposals and maintaining contract files. He will communicate policy changes and clarification to staff, contractors, riders, government agencies and social service agencies; as well as communicate individual contract issues and updates to management. As a Project Administrator, he will coordinate an area strategy for Operations which supports Access’s goals and objectives. He will contact the public for resolution of customer issues, work with government agencies and social service agencies while disseminating information at regional public meetings and public hearings. He will also chair subcommittees of riders’ advisory committees. His direct reports will include Operations Service Monitors, Hamilton Franco and Faustino Salvador. Randy will report directly to Steve Chang, Deputy Executive Director of Operations. Randy has over 25 years of transit experience with various industries. Prior to joining Access, he was Vice President of Business Development with SMS Transportation/Harris Consulting/KSJ Construction. He was a Vice President of Business Development with MV Transportation where he served as lead technical and sales representative in the preparation and submission of competitive transportation contracts. He administered procurement wins and sales that resulted in over $75M, leading all Vice Presidents in sales and contract wins. His key contract successes included Access Services North Region and OCTA Access Services. He was also the lead technical and development representative for Joint Venture and Tender in Saudi Arabia (KSA-ADA). Randy worked with City of Gardena Municipal Bus Lines (GMBL)

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as a Transit Superintendent. In his initial role with MV Transportation, he was a General Manager/Operations Manager and was promoted from Supervisor to General Manager within 3 months. In that role, he improved division profitability, from losing $50k/month to earning $50k/month, within one year; reduced service complaints by 67%, and improved daily on-time performance by 17%. He was a General Manager at The Parking Spot and Loomis, Fargo & Company. He began his career as a Transportation Coordinator/Assistant Branch Manager with Roadway Package Systems (acquired by FedEx Ground). Randy earned his Bachelor of Science in Business Administration from California State University. He holds a Transit/Paratransit Management Certificate Program from University of the Pacific. His professional affiliations include COMTO National, APTA, WTS, CalAct, Mobility 21 and The Transit Coalition. Bridgett Harvey has joined Access Services in a staff capacity as a Customer Service Representative. In this role, she will be responsible for handling calls from prospective or current customers, stranded passengers, resolving passenger issues and determining trip eligibility. She will report directly to Cara Eichorn, Customer Service Supervisor.

She has 14 years of customer service and call center experience. Prior to Access, Bridgett worked with Alta Resources as an Order Management Representative. Her past employment also includes being an Independent Sales Trainer; and a Realtor with Keller Williams Realty and Realtor/Loan Officer with Lakeshore Mortgage Services. She was the RCFE Administrator with Centinela Assistant Living where she managed a 96 bed assisted living facility in accordance with Title 22 regulations. While at Sage Software, Inc. she served as a Senior Customer Support Representative and as a Technical Support Analyst. She began her career as a Customer Relations Supervisor with SBC Telecommunication. She holds a license in the State of California as a RCFE Administrator with the CA Department of Social Services.

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BB OO AA RR DD BB OO XX II TT EE MM ## 33 FEBRUARY 17, 2015 TO: BOARD OF DIRECTORS FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT RE: SAFETY UPDATE FOR DECEMBER 2014 Key Safety Indicators Access’ preventable collision rate in December 2014 was 0.28 preventable collisions per 100,000 miles (compared to 0.42 in December 2013). December 2014’s rate was well below the target of 0.50 and was the lowest monthly rate in a year-and-a-half. The total number of preventable collisions in December was 10, down from 19 in November. Access’ collision rate over the last 13 months is favorable.

Department Activities In December, staff from the Safety & Risk Management Department accomplished the following: Held its monthly Safety Steering Committee Meeting with the service providers; Road Safety Inspectors conducted 124 driver observations and 130 vehicle

inspections; Attended and presented on Access’ safety and emergency preparedness

programs to the City of Los Angeles’ Commission on Disability. Completed a review of the Access Provider Behind-the-Wheel Trainers

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BB OO AA RR DD BB OO XX II TT EE MM ## 44 FEBRAURY 17, 2015 TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER RE: ROLLING BOARD MEETING CALENDAR The following are items tentatively scheduled to be addressed by the Board through the next three regularly scheduled Board meetings. March 23, 2015 Council Chamber Room Glendale 613 E. Broadway, 2nd FL Glendale, CA 91206 Item Description

Presentation Access to Work Review

Consideration to Extend Integrated Data System (AS-3039)

Consideration to Approve Origin to Destination Policy Recommendation

Consideration to Approve Draft Fare Policy Recommendation for Committee/Public Input

Consideration to Extend West/Central Service Area Contract (AS-2364)

Consideration to Approve Internet Services Contract

April 17, 2015 Membership Meeting – Southern California Association of Governments (SCAG) 818 West 7th Street, 12th FL, Los Angeles CA 20017 Item Description

Consideration to Approve Origin to Destination Policy Recommendation

Consideration to Approve By Law Changes

Consideration to Establish Nominating Committee – Board Elections

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May 18, 2015 YMCA – Union Pacific Empowerment Center, 4315 Union Pacific Ave, Los Angeles CA 90023 Item Description

Consideration to Approve Commercial Business Package Insurance

Consideration to Approve Employee Health and Benefit Insurance Contracts

Consideration to Renew Self-Insured Retention Automobile Liability Program

Consideration to Authorize Funding For Back-up Service Providers

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BB OO AA RR DD BB OO XX II TT EE MM ## 55 FEBRAURY 17, 2015 TO: BOARD OF DIRECTORS FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER RE: BOARD MEMBER COMMUNICATION FOLLOW-UP At the January 12, 2015 Board of Directors meeting the following items were referred to staff for clarification. 1. In the October 2014 Operations Report it seems inconsistent that the number of

trips increased 8% but the number of calls decreased by 2% from the previous month. Please comment on this.

Staff response – It is important to note that the Total Calls to Providers is for all types of calls - reservation calls, cancelations and ETAs. The inclusion of non-reservation calls can lead to inconsistent call volume growth (or decline) month to month, as shown in the table below. % Change from Previous Month

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2013 Calls -8% 1% 13% -9% 7% -9% 4% 0% 5% 2% -1% -7%Trips 6% -3% 10% 0% 4% -7% 5% 2% -1% 8% -13% -1%

2014 Calls 4% -4% 13% -14% 11% -8% 1% -4% 7% -2% 4% -3%Trips 5% -5% 9% 0% 2% -4% 3% -1% 2% 8% -16% 3%

Staff generally analyzes call volume on a calls per trip ratio. From a monthly trend perspective, the number of calls per trip from September 2014 to October 2014 decreased at the same rate as the previous year.

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2. Can you please clarify on how comparability of Access Paratransit to fixed route

travel times is calculated? Staff response – A random sample of completed Access trips are entered into Metro’s Trip Planner. The calculation includes – The walking time between the street address (for both the pick-up and drop-off

locations) and their respective nearest bus stop (maximum of ¾ of a mile distance),

+ The time on the appropriate fixed route operator(s)

+ Twenty (20) minutes (reflects our current pick-up window as well as a reasonable

amount of time someone would wait for the next fixed route vehicle). This total time is then compared to the time it took the actual Access trip to travel. 3. Customer Service and the Operations Monitoring Center (at Access’ administrative

offices) are exhibiting troubling performance in the October 2014 Operations Report with a reported calls on hold over 5 minutes at 50% and 45% respectively and all calls being abandoned before talking to an agent at 19.2% and 24.9% respectively. What is being done to address this development?

Staff response - We continue to see a rise in the number of calls received by the Access (administrative office) call center for Operations Monitoring Center (OMC) and Customer Service (CS). During the first half of the fiscal year (Jul-Dec 2014), there was an 8% increase in calls received by the Access call center compared to the previous year. October reflected our highest average daily number of calls (505) handled by the OMC for the entire fiscal year. The average monthly number of OMC calls for 2014 was 385.

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The months where we have not met our performance goals is attributed to spikes in call volume and staffing levels. In response we –

Hired four (4) additional Customer Service Representatives (CSRs); two (2) in late October and two (2) in December.

Began sampling calls to refine categories and found that the top four call types that are erroneously coming into the OMC and CS queues are related to reservations requests, no show/late cancellations, TAP cards and eligibility requests.

We will be addressing the impact (@24%) of these calls by modifying our call menu (to be completed in mid–February 2015) to include a message that allows the caller to opt out of a queue and connect to the more appropriate area (i.e. the caller will be able to transfer to Access’ reservation queue rather than waiting in the CS queue). This is anticipated to mitigate those type of calls holding in the queues.

With the anticipated revisions to the No Show Policy, we are revamping our written and web communication materials to educate our customers about the policy and potentially mitigate more of those type of calls.

Made adjustments to our morning staffing in January 2015 to address the high volume of calls that we receive upon opening at 8am and closing between 4pm & 5pm, as the high number of calls received during these times were not allowing us to recover to meet goals.

The charts below illustrate the trends for call volume, average initial hold time, and calls on hold over 5 minutes for both OMC and CS.

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While the performance indicators are trending towards our standards, staff will continue to closely monitor service levels and adjust as necessary. Beginning in February 2015 a comprehensive review of Access’ entire customer service function will be conducted by an independent consulting firm that staff anticipates will lead to a number of recommendations and refinements.

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BB OO AA RR DD BB OO XX II TT EE MM ## 66 FEBRUARY 17, 2015

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, DATA ANALYST RE: KEY PERFORMANCE INDICATORS The following graphs represent key system indicators for the fiscal year as of DECEMBER 2014. The goal of this communication is to keep everyone informed of the current service performance level in the field and in the call center. The operations and customer service teams use this and other performance information to monitor our performance. Information is also used to determine the level of service that our customers are experiencing when using Access.

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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.

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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.

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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.

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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.

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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.

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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.

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BB OO AA RR DD BB OO XX II TT EE MM ## 77

FEBRUARY 17, 2015 TO: BOARD OF DIRECTORS FROM: HECTOR RODRIGUEZ, CONTROLLER RE: FINANCIAL REPORT FOR DECEMBER 2014 Attached for your review are the draft financial reports for December 2014. Approved FY 2014/15 Budget to Actual Fiscal Year-to-Date Comparison: Passengers: 2.4% over budget Contract Revenue Miles: 3.6% over budget Trips: 1.7% over budget Completed Eligibility Interviews: 1.6% over budget Average Trip Distance: 1.9% over budget at 9.31 miles Total cost per Passenger (before depreciation): 2.9% under budget Administration Function is 11.0% under budget Eligibility Determination Function is 0.7% over budget Paratransit Operations Function is 0.4% over budget Attached are the following reports for your review: Statistical Comparison: December 2013 to December 2014 Expenses by Functional Area Budget to Actual Comparison of Statistics YTD Budget Results Graph: YTD PAX Cost Comparison Detailed Financial Reports

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Expenses by Functional Area For the YTD Period Ending December 2014

% ofCost

YTDActual

YTD Budget Variance

% Over<Under>

Budget

% Over<Under>Previous

Yr.

Paratransit Operations 88.6% $58,619,036 $58,357,634 $261,402 0.4% 1.4%

Eligibility Determination 6.9% 4,652,858 4,531,490 31,368 0.7% 1.0%

CTSA/Ride Information 0.4% 253,339 229,517 23,822 10.4% (10.7)%

Administrative 4.1% 2,732,507 3,071,447 (338,940) (11.0)% (8.3)%

Total Exp before Depreciation $66,167,740 $66,190,087 $ (22,347) 0.0% 0.9%

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Statistics - - For the YTD Period Ended December 2014

YTDActual

YTDBudget Variance

% Over<Under>

Budget

% Over<Under>

Previous Yr.

Number of Completed Cert Interviews 31,426 30,944 482 1.6% 13.7%

Number of PAX 2,030,947 1,982,473 48,474 2.4% 5.1%

Number of Contract Revenue Miles 14,522,650 14,016,104 506,546 3.6% 6.6%

Number of Trips 1,560,646 1,534,449 26,197 1.7% 5.2%

Average Trip Distance 9.31 9.13 0.18 1.9% 1.3%

Purchased Transportation Cost

Cost per Trip $ 34.13 $ 33.74 $ 0.38 1.1% (2.7)%

Cost per PAX $ 26.22 $ 26.12 $ 0.11 0.4% (2.6)%

Cost per Contract Rev Mile $ 3.67 $ 3.69 $ (0.03) (0.7)% (4.0)% Total Cost per Pax before

depreciation $ 31.85 $ 32.54 $ (0.69) (2.1)% (3.9)%

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Budget Results for FY 2014/2015 For the YTD Period Ending December 2014

YTD

Actual YTD

Budget Variance Over

<Under> Budget

%Over <Under> Budget

%Over <Under>

Previous Yr.Total Exp before Capital @ December 2014 $ 66,453,740 $ 66,190,087 $ (22,347) 0.0% 0.9%Revenue

Passenger Fares 4,453,780 4,661,609 (207,829) Other Revenue 301,628 293,345 8,283 Total Revenue 4,755,409 4,954,954 (199,545) (4.0)% (12.2)% Capital Expenditures Vehicles 5,937,349 5,906,476 30,873

Other Capital Expenditures 668,943 668,950 (7)Total Capital Expenditures $ 6,606,292 $ 6,575,426 30,866 0.1% 0.1% Over Budget as of December 2014

$ 8,519

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YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-1332.84$ 32.71$ 32.68$ 32.64$ 32.66$ 32.81$

Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-1431.42$ 32.28$ 32.41$ 32.30$ 32.45$ 31.85$

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Access Services Balance Sheet December 31, 2014 DRAFT ASSET S Current Assets: Cash 30,184,594Due from FTA 19,776,038Due from MTA 45,427CMAQ Grant Receivable 0Accounts Receivable-Miscellaneous 106,302Prepaid Expenses 2,256,769Deposits 4,018 Total Current Assets 52,373,147 Long Term Assets: Property and Equipment: Vehicles & Vehicle Equipment 31,749,748Office Furniture and Equipment 231,435Computer & Telephone Equipment 2,644,481Central Reservation Software/IVR 2,451,884Leasehold Improvements 162,015 Total Property and Equipment 37,239,564 Accumulated Amortization & Depreciation (22,187,518) Property and Equipment, Net 15,052,046

Total Long Term Assets 15,052,046 TOTAL ASSETS 67,425,193

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Access Services Balance Sheet December 31, 2014 DRAFT LIABILITIES AND NET ASSETS Current Liabilities: Accounts Payable-Trade 1,501,596 Accounts Payable-Providers 8,085,310 Due to MTA 0 Unfunded Pension Liability 2,040,837 Insurance Reserve 3,109,798

Accrued Expenses 1,204,556 Other Liabilities 0 Total Current Liabilities 15,942,097 Other Liabilities: Deferred Revenue 51,896,478 TOTAL LIABILITIES 67,838,576 Net Assets: Temporarily Restricted (413,382) TOTAL LIABILITIES AND NET ASSETS 67,425,193

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Access Services Statement of Cash Flow For Period Ending December 31, 2014

Cash – Beginning Balance 12/1/14 28,294,729 Cash Receipts: Proposition C revenue from LACMTA 6,193,983 FTA Funding Received 6,372,657 Passenger fare/coupons/ID revenue 726,398 Interest income 206 Miscellaneous revenues 60,239 Total Cash Received 13,353,483 Cash Payments: Vehicles/Vehicle equipment 3,665 Capital Equipment 11,884 Prepaid expenses/deposits 201,065 Payments to contract providers 9,330,076 Eligibility Determination expenses 463,374 Salaries and related benefits 813,240 Other expenses 640,315

Total Cash Payments 11,463,618 Increase (Decrease) in Cash Reserves 1,889,865 Cash – Ending Balance 12/31/14 30,184,594

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 SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending December 31, 2014 CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

REVENUE SOURCES:Funding Sources for Operating Expenses : FY 14/ 15 Prop C & Section 5310 $122,521,472 FY 13/ 14 Carryforward - Unallocated (Estimated) Subtotal - Funding Sources & Carryforward Funds 10,090,816 9,999,742 91,074 61,062,116 60,802,299 259,817 122,521,472 49.84%Funding Sources for Capital & Committed Expenses : FY 14/ 15 Prop C 287,723 282,465 5,258 378,179 341,615 36,564 9,107,000 4.15% Prior Fiscal Years - Allocated Carryforward Funds - Capital 655,821 661,600 (5,779) 6,228,113 6,233,811 (5,698) 10,795,271 57.69% Section 5317 for New Freedom Grant 15,355 0 15,355 90,950 0 90,950 116,810 77.86% JARC Grant (Access to Work) 44,524 0 44,524 259,265 0 259,265 $1,056,729 24.53% Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 223,526 (223,526) 0 432,834 (432,834) 1,443,629 0.00% FY 13/ 14 Allocated Funds - Veh Proceeds > $5K 16,000 0.00% Section 16 Capital Funds - FY 14/ 15 (88.53% of $) 0 0 0 0 0 0 0 n/ a Subtotal - Funding Sources & Carryforward Funds 1,003,423 1,167,591 (164,168) 6,956,507 7,008,260 (51,753) 22,535,439 30.87%

Interest/ Miscellaneous Income 8,098 5,833 2,264 41,960 35,000 6,960 70,000 59.94%MTA - Shuttle Reimbursement 310 310 (0) 8,345 8,345 0 75,000 0.00%Disposal of Vehicles 40,323 39,000 1,323 251,323 250,000 1,323 250,000 100.53%Passenger Fares 730,456 761,749 (31,293) 4,453,780 4,661,609 (207,829) 9,401,892 47.37%

TOTAL - REVENUE FUNDING SOURCES 11,873,427 11,974,225 (100,799) 72,774,032 72,765,513 8,519 154,853,803 47.00% Less : Total Capital Expenditure During FY 14/ 15 (943,544) (943,544) (6,606,292) (6,606,292) Revenue Recognition for FY 14/15 Depreciation 546,781 546,781 3,277,293 3,277,293

TOTAL - REVENUE RECOGNITION 11,476,663 11,974,225 (497,562) 69,445,033 72,765,513 (3,320,480) 154,853,803

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

EXPENDITURES:PARATRANSIT OPERATIONS - DIRECT COST

Purchased Transportation Services - Regular Trips 8,419,777 8,297,024 122,753 51,693,220 50,032,303 1,660,917 101,003,141 51.18%Fuel Surcharge (45,041) 127,043 (172,084) (60,444) 842,817 (903,261) 1,581,754 -3.82%Purchased Transportation Services - Adults With Children 16,950 16,950 (0) 84,447 84,450 (3) 416,207 20.29%Purchased Transportation Services - Access To Work 89,097 112,182 (23,085) 518,830 647,091 (128,261) 1,718,219 30.20%Communications - Telephone/Data Transmission 150,542 147,396 3,146 893,407 884,375 9,032 1,768,750 50.51%Phone & Computer System Maintenance/ License & Consulting 100,214 124,500 (24,286) 489,441 661,875 (172,434) 1,329,700 36.81%Salaries & Related Benefits - Customer Svc & Complaint Response 125,711 107,028 18,684 653,786 651,061 2,725 1,284,331 50.90%Shuttle Service - MTA Elevator Maintenance 301 300 1 8,580 8,705 (125) 75,000 11.44%Contracted Call Center 61,137 59,167 1,970 388,938 355,000 33,938 710,000 54.78%OMC Weekend and Holiday Services 9,621 9,625 (4) 57,724 57,750 (26) 115,500 49.98%Vehicle Cost - Direct 6,996 6,995 1 68,470 68,470 (0) 286,302 23.92%Community Events and Materials-Safety Incentive Program 1,576 1,575 1 1,576 1,575 1 48,000 3.28%Office Rent 9,768 9,764 4 58,608 58,586 22 117,173 50.02%Insurance - Commercial 416,561 426,148 (9,587) 2,534,631 2,556,888 (22,257) 5,113,776 49.56%Travel & Conference 0 0 0 0 0 0 3,470 0.00%Other Professional Expense 0 0 0 130 1,265 (1,135) 100,315 0.13%Integrate Access Services to 511 (LA SAFE) 577 580 (3) 4,615 3,460 1,155 9,884 46.70%Office Supplies 689 635 54 3,403 3,810 (407) 7,620 44.66%Volunteer Driver Program 0 0 0 0 0 0 2,000 0.00%Security Contract - Metro/LASD 16,667 16,667 (0) 100,000 100,000 (0) 200,000 50.00%

Total - Paratransit Operations - Direct Cost 9,381,142 9,463,578 (82,437) 57,499,361 57,019,481 479,880 115,891,142 49.61%

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

PARATRANSIT OPERATIONS - INDIRECT COSTSalaries & Related Benefits - Operations 149,558 161,922 (12,364) 808,562 971,533 (162,971) 1,943,065 41.61%Communications - Telephone & Data Transmission 4,728 5,860 (1,132) 27,771 35,160 (7,389) 70,320 39.49%Other Professional Expense 0 0 0 360 0 360 100,000 0.36%Vehicle Costs - Indirect 5,396 6,377 (980) 38,779 43,165 (4,386) 71,000 54.62%Customer Satisfaction/ Free Fare Phone Survey 0 0 0 3,458 3,460 (2) 6,178 55.97%Metro Studio Design/Marketing Services 9,735 9,575 160 60,743 57,450 3,293 94,400 64.35%Equipment/ Other Rental 0 0 0 0 0 0 8,000 0.00%Office Rent 12,637 12,637 (0) 75,822 75,824 (2) 151,648 50.00%Insurance - Commercial 1,991 1,570 421 9,896 9,421 475 18,842 52.52%Travel and Conference 0 0 0 7,458 7,460 (2) 27,000 27.62%Office Supplies 786 661 125 3,632 3,965 (333) 7,930 45.81%Community Events and Materials 1,637 6,475 (4,838) 16,621 38,849 (22,228) 106,200 15.65%Publications/ Printed Materials - Riders Communication 9,670 9,333 337 47,812 46,575 1,237 124,400 38.43%Postage/Mailing 3,019 7,375 (4,356) 17,807 44,250 (26,443) 88,500 20.12%Professional Memberships 301 173 127 954 1,040 (86) 2,080 45.88%

Total - Paratransit Operations - Indirect Cost 199,458 221,959 (22,500) 1,119,675 1,338,153 (218,478) 2,819,564 39.71%

Total - Paratransit Operations Cost 9,580,600 9,685,537 (104,937) 58,619,036 58,357,634 261,402 118,710,705 49.38%88.6%

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

OTHER ACTIVITIESELIGIBILITY DETERMINATON

Salaries & Related Benefits - Certification & Appeals 32,352 28,650 3,702 202,980 171,899 31,081 343,798 59.04%Eligibility and Appeal Contracts 424,376 401,242 23,134 2,512,165 2,337,485 174,680 4,723,728 53.18%Purchased Transportation Services - Certification Trips 146,863 191,734 (44,871) 960,687 1,139,331 (178,644) 2,357,627 40.75%Transportation Cost - Tethering Trips 103 1,250 (1,147) 759 7,500 (6,741) 15,000 5.06%Travel Training 39,669 45,799 (6,130) 285,936 274,793 11,143 549,586 52.03%Tether Strap Project 13,765 13,765 (0) 95,026 95,030 (4) 352,787 26.94%Metro Studio Design/Marketing Services 4,125 3,333 792 25,739 20,000 5,739 40,000 64.35%Other Professional Expense 150 167 (17) 11,686 5,820 5,866 2,000 584.30%Communications - Telephone/Data Transmission 8,914 9,090 (176) 55,737 54,540 1,197 109,080 51.10%

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 4,671 4,674 (3) 28,026 28,046 (20) 56,093 49.96%Insurance - Commercial 5,111 5,321 (210) 30,594 31,924 (1,329) 63,847 47.92%

Business Meetings & Meals 0 0 0 46 0 46 0 n/ aTravel and Conference 0 0 0 0 0 0 5,000 0.00%Office Supplies 694 496 198 2,861 2,975 (114) 5,950 48.08%Publications/ Printed Materials 61,698 61,618 80 241,523 241,058 465 537,379 44.94%Postage/ Mailing/ Courier 15,624 20,160 (4,536) 108,973 120,958 (11,985) 241,916 45.05%Professional Memberships 38 22 16 119 130 (11) 260 45.88%

Subtotal - Eligibility Determination 758,150 787,320 (29,170) 4,562,858 4,531,490 31,368 9,404,440 48.52%

6.9%

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

CTSA FUNCTIONEDUCATION AND TRAININGSalaries & Related Benefits - CTSA 22,240 7,901 14,339 65,237 47,407 17,830 94,813 68.81%Scholarships Programs 0 0 0 4,590 4,590 0 6,885 66.67%Scholarships Programs, Education & Training Seminars 1,544 1,545 (1) 18,730 21,030 (2,300) 38,034 49.25%

Other Professional Expense 0 0 0 0 0 0 0 n/ a

Metro Studio Design/ Marketing Services 330 267 63 2,059 1,600 459 3,200 64.35%

Communications - Telephone 370 248 122 2,118 1,485 633 2,970 71.32%Office Rent 549 549 (0) 3,294 3,296 (2) 6,593 49.96%Insurance - Commercial 40 31 8 198 189 9 377 52.52%Travel and Conference 899 900 (1) 899 900 (1) 2,000 44.97%

Parking-Validations-CTSA 0 0 0 0 0 0 0 n/ a

Office Supplies 228 159 69 925 955 (30) 1,910 48.43%Community Events and Materials 100 167 (67) 1,402 1,000 402 2,000 70.12%Publications/ Printed Materials 0 0 0 0 - 0 2,000 0.00%Postage/ Mailing 604 542 62 3,561 3,250 311 6,500 54.79%

Professional Memberships 38 22 16 119 130 (11) 260 45.88%

Subtotal - Education and Training 26,941 12,330 14,610 103,134 85,832 17,302 167,542 61.56%

ACCESS RIDE-INFORMATIONSalaries & Related Benefits - Ride-Information 25,058 19,981 5,077 127,309 119,887 7,422 239,774 53.10%Communications - Telephone 1,396 1,508 (111) 8,243 9,045 (802) 18,090 45.57%Phone & Computer System Maintenance/ License & Consulting 150 167 (17) 900 1,000 (100) 2,000 45.00%Travel and Conference 0 0 0 0 0 0 0 n/ aOffice Rent 2,044 2,045 (1) 12,264 12,268 (4) 24,535 49.98%Office Supplies 149 118 32 658 705 (47) 1,410 46.66%

Publications/ Printed Materials 0 0 0 0 0 0 0 n/ a

Network Support 0 0 0 0 0 0 0 n/ aPostage/ Mailing 121 108 12 712 650 62 1,300 54.79%Professional Memberships 38 22 16 119 130 (11) 260 45.88%

Subtotal - Ride-Information 28,956 23,947 5,008 150,205 143,685 6,521 287,370 52.27% Subtotal - CTSA Function 55,896 36,278 19,619 253,339 229,517 23,822 454,912 55.69%%

Total - Other Activities 814,047 823,598 (9,551) 4,816,197 4,761,006 55,190 9,859,352 48.85%0.4%

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14 / 15MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

ADMINISTRATIVESalaries & Related Benefits 387,069 356,588 30,481 1,920,153 2,132,697 (212,543) 4,320,809 44.44%Metro Studio Design/ Marketing Services 2,310 1,867 443 14,414 11,200 3,214 22,400 64.35%Communications - Telephone & Data Transmission 4,402 4,103 300 25,519 29,245 (3,726) 60,343 42.29%Office Rent 21,058 21,413 (356) 126,665 128,478 (1,813) 256,956 49.29%Insurance - Commercial 12,806 12,773 33 75,109 76,637 (1,528) 153,273 49.00%Insurance - Lawsuit Claims 0 0 0 0 0 0 0 n/ aOffice Supplies 2,974 3,515 (541) 16,128 21,980 (5,851) 43,193 37.34%Promotional Events & Materials 0 0 0 0 0 0 0 n/ aOther Professional Services 65,266 75,072 (9,806) 319,554 383,630 (64,076) 943,093 33.88%Public Notice Advertising Expenses 421 420 1 6,408 6,410 (2) 10,000 64.08%Equipment/ Other Rental 616 208 408 1,217 1,250 (33) 2,500 48.69%Repairs & Maintenance 5,576 5,125 451 24,771 30,750 (5,979) 61,500 40.28%Postage/ Mailing/ Messenger 6,877 5,883 994 38,015 35,300 2,716 70,600 53.85%Publications/ Printed Materials/ Copying 0 2,667 (2,667) 5,542 20,645 (15,103) 38,217 14.50%Network Support/ Supplies 17,030 21,148 (4,118) 88,808 108,710 (19,902) 195,000 45.54%Subscription/ References 325 167 158 325 1,000 (675) 2,000 16.25%Professional Memberships 338 357 (19) 1,565 2,145 (580) 4,290 36.48%Board and Advisory Committee Compensation 2,975 3,483 (509) 24,716 28,620 (3,904) 38,000 65.04%Annual Meeting 0 0 0 0 0 0 16,000 0.00%Business Meetings & Meals 1,461 2,258 (797) 5,018 13,550 (8,532) 27,100 18.52%Travel and Conference 3,294 3,295 (1) 35,098 35,100 (2) 92,000 38.15%Mileage and Parking 296 308 (12) 2,320 1,850 470 3,700 62.69%Moving/Relocation 0 0 0 138 0 138 0 n/ aBank Interest 0 0 0 0 0 0 0 n/ aOther Expenses - bank charges, tax filing fees, etc. 140 375 (235) 1,023 2,250 (1,227) 4,500 22.73%

Total - Administrative Expense 535,235 521,025 14,210 2,732,507 3,071,447 (338,940) 6,365,474 42.93%4.1%TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 10,929,882 11,030,160 (100,278) 66,167,740 66,190,087 (22,347) 134,935,532 49.04%

Amortization and Depreciation Expense 546,781 0 546,781 3,277,293 0 3,277,293 0

TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 11,476,663 11,030,160 446,503 69,445,033 66,190,087 3,254,946 134,935,532

4.1%CAPITAL EXPENDITURES

Property & Equipment 943,544 944,065 (521) 6,606,292 6,575,426 30,866 19,902,271 33.19%

Total - Capital Expenditures 943,544 944,065 (521) 6,606,292 6,575,426 30,866 19,902,271 33.19%

Less: Amortization and Depreciation Expense (546,781) 0 (546,781) (3,277,293) 0 (3,277,293) 0

TOTAL EXPENSES AND CAPITAL EXPENDITURES 11,873,427 11,974,225 (100,799) 72,774,032 72,765,513 8,519 154,837,803 47.00%

Uncommitted Carryforward from FY 13/ 14 (Estimated) 0 0Sales of Veh. Proceeds over $5,000 Rollover from FY 13/ 14 0 16,000

TOTAL 11,873,427 11,974,225 (100,799) 72,774,032 72,765,513 8,519 154,853,803 47.00%

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ACCESS SERVICES

STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCEFor Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

PROPERTY AND EQUIPMENT

152 VEHICLES - (Fleet Replacement) 275,628 275,630 (2) 275,628 275,630 (2) 8,807,000 3.13%

Vehicle Equipment 5,261 0 5,261 36,569 0 36,569 0 n/ a

SUBTOTAL - VEHICLES - FY 14/15 280,889 275,630 5,259 312,197 275,630 36,567 8,807,000

13 VEHICLES - Minivan SECTION 16 (Fleet Replacement) 0 0 0 0 0 0 0 #DIV/ 0!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%73 VEHICLES - (Fleet Replacement) 0 0 0 3,201,224 3,201,224 0 3,201,224 100.00%13 VEHICLES - MV-1 (Expansion) 0 0 0 799,874 799,738 136 799,738 100.02%8 VEHICLES - Type I Cutaw ay (Fleet Replacement) 0 0 0 510,597 510,600 (3) 510,600 100.00%5 VEHICLES - Type II Cutaw ay (Fleet Replacement) 0 0 0 447,279 447,300 (21) 447,300 100.00%13 VEHICLES - Minivan SECTION 16 (Fleet Replacement) 579,221 585,000 (5,779) 579,221 585,000 (5,779) 585,000 99.01%65 VEHICLES - Access To Work (Fleet Expansion) 0 0 0 0 0 0 3,832,500 0.00%3 CNG Staff vehicles (3743) 0 0 0 86,957 86,984 (27) 86,984 99.97%

SUBTOTAL - VEHICLES - PRIOR FISCAL YEARS 579,221 585,000 (5,779) 5,625,152 5,630,846 (5,694) 9,591,446

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 6,834 6,835 (1) 65,982 65,985 (3) 300,000 0.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 14/15 6,834 6,835 (1) 65,982 65,985 (3) 300,000

REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 73,900 73,900 0 73,900 73,900 0 442,760 16.69%CENTRALIZATION SOFTWARE/IVR 0 0 0 0 0 0 76,347 0.00%TETHER STRAPS & MARKING PROGRAM CAPITAL 0 0 0 0 0 0 51,767 0.00%COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 0 0 0 217,508 217,508 0 217,508 100.00%PORTION OF EN POINTE-HP SERVER/STORAGE (3729) 0 0 0 308,853 308,857 (4) 412,744 74.83%ADOBE ECHOSIGN SIGNATURE (3742) 2,700 2,700 0 2,700 2,700 0 2,700 100.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 76,600 76,600 0 602,961 602,965 (4) 1,203,825

TOTAL CAPITAL EXPENDITURES 943,544 944,065 (521) 6,606,292 6,575,426 30,866 19,902,271 33.19%

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ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE

For Period Ending December 31, 2014

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VA R IA N C E 2014-15 B UD GET

ACTUAL BUDGET OVER (UN D ER ) ACTUAL BUDGET OVER (UN D ER ) BUDGET R EA C H ED

PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 328,539 324,059 4,480 2,030,947 1,982,473 48,474 3,623,369Audited # of Contract Revenue Miles 2,360,270 2,293,759 66,511 14,522,650 14,016,104 506,546 25,508,362Audited # of Trips 252,223 250,996 1,227 1,560,646 1,534,449 26,197 2,781,227

* Total Purchased Transportation Cost per Passenger 26.40 26.52 (0.12) 26.22 26.12 0.11 29.12 Total Paratransit Oper Costs (Dir & Indir) per Passenger 29.16 29.89 (0.73) 28.86 29.44 (0.57) 32.76 Total Cost per Passenger before Capital Depreciation 33.27 34.04 (0.77) 32.58 33.39 (0.81) 37.24

* Total Purchased Transportation Cost per Trip 34.38 34.24 0.14 34.13 33.74 0.38 37.93 ** Total Agency Cost per Passenger 32.56 33.23 (0.67) 31.85 32.54 (0.69) 34.54

Total Purchased Transportation Cost per Revenue Mile 3.67 3.75 (0.07) 3.67 3.69 (0.03) 4.14 Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.06 4.22 (0.16) 4.04 4.16 (0.13) 4.65

*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.

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BB OO AA RR DD BB OO XX II TT EE MM ## 88 FEBRUARY 17, 2015 TO: BOARD OF DIRECTORS FROM: ACCESS SERVICES MANAGEMENT STAFF RE: EXECUTIVE SUMMARY UPDATE FOR DECEMBER 2014

Steve Chang – Deputy Executive Director, Operations Historically the month of December tends to be a low demand month for Access due to the holidays and ridership tends to gradually taper off from November. However this December we actually performed over 6,400 more trips when compared to November. This operation anomaly will be examined closely so that we can be prepared for December 2015. We were very fortunate that during the first half of the fiscal year in that we did not experience any major operational issues or unusual number of freeway and road closures. We ended the first half of the fiscal year with a healthy year-to-date on-time performance of 91.74 percent. Geoffrey Okamoto – Project Administrator

Northern Region

MV Transportation (MV), service provider for the Northern region, closed the month with an on-time performance of 92.29 percent and 0.08 percent Late4s. MV also met the average initial hold time standard at 103 seconds and calls on hold over 5-minute standard at 4.3 percent. 48,411 trips were completed. Several record audits were conducted at MV for Call Takers, Dispatchers and Drivers. Operations Service Monitors also conducted seven location evaluations in the region. West Central Region

California Transit Inc. (CTI), service provider for the West Central region, completed 38,501 trips in December. On-time performance for the region was 91.52 percent and 0.06 percent Late4s. CTI met the average initial hold time standard at 48 seconds and the calls on hold over 5-minute standard at 2.7 percent. A location evaluation was conducted at “The Original Farmer’s Market” in Los Angeles. Access worked in partnership with the Farmers Market property management staff to get an Access stand sign erected on the property.

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Antelope Valley Region

Diversified Transit (DT), service provider for the Antelope Valley region, completed 9,708 trips. DT finished the month with an on-time performance of 93.34 percent with 0 (zero) Late4 trips. DT met the average initial hold time standard at 90 seconds and calls on hold over 5-minute standard at 2.0 percent. The Operations Service Monitors conducted several observation audits for Call Takers, Dispatchers, and Drivers with no major findings. Rogelio Gomez – Project Administrator

Southern Region

Global Paratransit Inc. (GPI), service provider for the Southern region, hosted a holiday party for GPI employees and their families. The event was a well-attended event where GPI staff and families shared memorable moments with good food and fun activities for the kids. During the second week of December, the GPI Call Center Manager conducted a quarterly Call Taker continuous training session on reservation procedures, proper reporting procedures, and trip denials. From a performance perspective, GPI completed the month with an on-time performance of 91.62 percent and 0.06 percent Late4s. Eastern Region

Access Services met with San Gabriel Transit (SGT) management staff to discuss their current performance. Access Operations Service Monitors visited SGT to conduct on-site observations. From a performance perspective, SGT completed the month with an on-time performance of 90.48 percent and 0.25 percent Late4s. Santa Clarita Region

Santa Clarita Transit (SCT), service provider for the Santa Clarita region, worked with its subcontractor MV Transportation and conducted a holiday “Safety Blitz.” The focus of the blitz was to remind drivers to look ahead when driving and to assess traffic conditions on the road. Drivers were greeted by management in the early morning hours with eggnog, muffins, delicious holiday cookies, and holiday music. As a small token of appreciation by management, employees were presented with holiday gifts. On the performance side, SCT completed the month with an on-time performance of 94.97 percent and 0 (zero) percent Late4s. Sherry Kelley – Sr. Manager Customer Service – Customer Service Department Update

A total of 45,683 calls were for the month of December, an 11.4% increase from the previous month. System wide we met 3 out of 4 performance targets; with the exception of Call Over 5 Minutes at 18.3% (8.3% over goal).

Customer Service and Operations Monitoring Center (Access) – Exceeded all KPI’s for the month of December due to a spike in calls, with the exception of Average Call Duration under 5 minutes.

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We added two additional employees to the Access Services, Customer Service family in December; Bridgett Harvey – Customer Service Representative and Zachary Strom – Customer Service Representative to attempt to adequately staff the department to meet performance goals.

In December, the Customer Service Department successfully completed the FTA mandated Drug and Alcohol Program training for new employees and refresher training for all other employees.

The Community Advisory Committee (CAC) was dark in the month of December.

The Customer Care team received a total of 916 service related complaints; 3.6 complaints per 1,000 trips. This was a substantial decrease from the previous month (14.3%). Lastly, there were 565 commendations (Smiles) filed by our customers in December; 28 of which were filed on behalf of Access call center staff. We would like to congratulate Rachel Nieto (CSR) for receiving the most smiles for the month! David Foster - Project Administrator of Eligibility - Eligibility Department Update

In December 2014, the number of eligible Access riders reached 160,824; an increase of 757 (0.47%) eligible riders from the previous month. Additional statistics can be found within the Operations Report of this Board Box.

The Eligibility Department had a busy month working on internal process improvements and jointly with other departments:

The Eligibility Department began a review of the proposals to conduct the Comprehensive Review of Eligibility in anticipation of proposer interviews in January 2015.

Department staff participated in a meeting regarding the process and procedures for the new Access TAP ID card.

Lastly, Access wants to recognize Eligibility Department staff members, Norma DeAlba and Vincent Calderon, for their achievements in completing the Dale Carnegie Effective Communication and Human Relations course. David Foster, the Project Administrator of Eligibility, attended the final class and graduation ceremony on December 17th to support and applaud not only Norma’s and Vince’s achievements, but also the other Access employees who successfully completed the course.

41

Mobility Management Statistics Report, December 2014 

MonthTotal

Number of Calls

December 379 203 (54%) 23 (6%) 42 (11%) 93 (25%) 12 (3%) 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.

During December 2014, calls made by Mobility Management staff decreased by 5% from the previous month with a total of 379 calls made. Of the 379 calls logged, staff called and spoke with 226 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 two events. The first event was at the Good Shepherd Home in Inglewood. Staff was invited to participate and speak with attendees. Staff also set-up a table to distribute information regarding Access eligibility.

The second event was at the West Adams (People for Coordinated Services) Multipurpose Senior Center in South Los Angeles. Staff gave a presentation to about 25 English and Spanish speaking seniors.

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BB OO AA RR DD BB OO XX II TT EE MM ## 99

FEBRUARY 17, 2015

TO: BOARD OF DIRECTORS FROM: MELISSA THOMPSON, DATA ANALYST RE: OPERATIONS REPORT FOR DECEMBER 2014

Below is a summary of the key operating statistics for DECEMBER 2014, as well as, operation data for the previous month (NOVEMBER 2014) and Year to Date (YTD):

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD Total Trips 252,223 245,731 2.6% 1,560,646

Passengers per Vehicle Trip 1.30 1.31 -0.8% 1.30

Average Trip Distance 9.36 9.47 -1.2% 9.3

Total Calls to Providers 465,371 479,695 -3.0% 2,778,924 Average Initial Hold Time (seconds) 70 65 7.3% 84 % of Calls on Hold More Than 5 minutes 3.6% 3.2% 0.4% 5.2%

On-Time Performance 91.6% 91.5% 0.04% 91.7% Late 4 Trips 0.11% 0.08% 0.03% 0.09%

Total Registered Customers 160,824 160,067 0.5%

160,824

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MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers Trips Back Up Trips

Passengers per Trip

Eligible Passengers

per Trip

SYSTEM WIDE NOV-14 320,991 245,731 620 1.31 1.00DEC-14 328,539 252,223 584 1.30 1.00

% Change 2.4% 2.6% -5.8% -0.8% 0.0%

SGT - Eastern Region NOV-14 88,023 66,496 33 1.32 0.93DEC-14 89,923 68,044 33 1.32 0.94

% Change 2.2% 2.3% 0.0% 0.0% 1.1%

GPI - Southern Region NOV-14 106,789 81,995 35 1.30 1.02DEC-14 109,771 84,664 21 1.30 1.02

% Change 2.8% 3.3% -40.0% 0.0% 0.0%CTI - WC - West Central Region

NOV-14 50,468 37,998 552 1.33 1.03DEC-14 50,874 38,501 530 1.32 1.03

% Change 0.8% 1.3% -4.0% -0.7% 0.0%MV - San Fernando Valley Region

NOV-14 59,560 47,083 0 1.27 1.02DEC-14 61,282 48,411 0 1.27 1.02

% Change 2.9% 2.8% 0.0% 0.0% 0.0%DT - Antelope Valley Region

NOV-14 12,741 9,244 0 1.38 1.04DEC-14 13,304 9,708 0 1.37 1.03

% Change 4.4% 5.0% 0.0% -0.7% -1.0%

SCT - Santa Clarita Region NOV-14 3,410 2,915 0 1.17 1.01DEC-14 3,385 2,895 0 1.17 1.02

% Change -0.7% -0.7% 0.0% 0.0% 1.0%

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PROVIDER SERVICE SUMMARY

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 19 22 36 SGT – Eastern Region 5 8 10 GPI – Southern Region 6 7 9 CTI – West – Central Region 2 4 7 MV Transit – San Fernando Valley Region 6 1 7 DT – Antelope Valley Region 0 2 3 SCT – Santa Clarita Region 0 0 1 * The data above represents the number of vehicles evaluated at the contractor locations.

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 148 140 160 SGT – Eastern Region 24 20 24 GPI – Southern Region 52 42 49 CTI – West – Central Region 14 24 24 MV Transit – San Fernando Valley Region 20 21 25 DT – Antelope Valley Region 10 10 16 SCT – Santa Clarita Region 28 23 23

* The data above represents the number of observations made for call takers and dispatchers. Comparability of Access Paratransit to Fixed Route Travel Times*

Oct 1 – Dec 31

Jul 1- Sep 30

Apr 1- Jun 31

Jan 1- Mar 31

Equal to or Shorter than Comparable Fixed Route Trip 89.4% 92.0% 87.8% 88.8%

1-20 Minutes Longer than Fixed Route Trip 9.0% 6.1% 9.8% 8.8% 21-40 Minutes Longer than Fixed Route Trip 1.0% 1.4% 1.4% 1.5% 41-60 Minutes Longer than Fixed Route Trip 0.1% 0.5% 0.6% 0.8% 60 Minutes Longer than Fixed Route Trip 0.4% 0.0% 0.4% 0.1% * 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.

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North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 335 273 337 Transfer Point to Antelope Valley 314 236 294 Santa Clarita to Transfer Point 106 92 95 Transfer Point to Santa Clarita 75 85 74

RESERVATIONS PHONE REPORTING Standards: Average Initial Hold Time <120 Seconds Previous % of Calls On Hold Over 5 minutes <5% Current Month YTD Systemwide Calls Answered 465,371 479,695 2,778,924Average Initial Hold Time 70 65 84 % Of Calls On Hold More Than 5 minutes 3.6% 3.2% 5.2% SGT - Eastern Region Calls Answered 117,402 121,304 709,176 Average Initial Hold Time 47 43 80 % of Calls on Hold More Than 5 minutes 2.7% 2.6% 7.1% GPI - Southern Region Calls Answered 150,821 152,076 864,088 Average Initial Hold Time 78 73 80 % of Calls on Hold More Than 5 minutes 4.5% 4.1% 3.9% CTI - West – Central Region Calls Answered 106,301 111,518 665,786 Average Initial Hold Time 48 43 76 % of Calls on Hold More Than 5 minutes 2.7% 2.5% 6.5% MV Transit - San Fernando Valley Region Calls Answered 71,016 74,427 423,153 Average Initial Hold Time 103 99 108 % of Calls on Hold More Than 5 minutes 4.3% 3.4% 4.6%

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DT - Antelope Valley Region Calls Answered 16,630 17,017 96,577 Average Initial Hold Time 90 93 95 % of Calls on Hold More Than 5 minutes 2.0% 2.9% 3.2% SCT - Santa Clarita Valley Region Calls Answered 3,201 3,353 20144 Average Initial Hold Time 60 41 55 % of Calls on Hold More Than 5 minutes 2.2% 2.0% 3.4% CUSTOMER SERVICE & OPERATIONS MONITORING CENTER PHONE REPORTING

*Standards: Average Initial Hold Time <300 Seconds Average Call Duration<300 Seconds % of Calls on Hold Over 5 minutes <10% Previous % Abandoned Calls <10% Current Month YTD Systemwide (CS and OMC) Calls Answered 45,683 41,375 285,139Average Initial Hold Time 159 181 131Average Call Duration 206 208 203% of Calls on Hold More Than 5 Minutes 18.3% 22.1% 14.7%% of Abandoned Calls 9.7% 11.9% 8.4%Customer Service Center (CS) Access Services

Calls Answered 11,159 8,980 68,085 Average Initial Hold Time 336 427 256 Average Call Duration 237 266 232 % of Calls on Hold More Than 5 Minutes 42.8% 61.0% 33.9% % of Abandoned Calls 17.3% 22.0% 13.8% Southland Calls Answered 23,246 21,064 147,885 Average Initial Hold Time 45 44 47 Average Call Duration 170 167 171 % of Calls on Hold More Than 5 Minutes 1.7% 0.9% 1.9% % of Abandoned Calls 2.3% 2.1% 2.3%

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Customer Service Total Calls Answered 34,405 30,044 215,970 Average Initial Hold Time 139 158 113 Average Call Duration 191 197 190 % of Calls on Hold More Than 5 Minutes 15.1% 18.8% 12.0% % of Abandoned Calls 7.9% 9.3% 6.4% Operations Monitoring Center (OMC) Access Services

Call Answered 6,901 5,437 41,951 Average Initial Hold Time 307 377 243 Average Call Duration 279 276 266 % of Calls on Hold More Than 5 minutes 40.3% 51.4% 31.1% % of Abandoned Calls 19.0% 25.6% 17.8% Southland Call Answered 4,377 5,894 27,218 Average Initial Hold Time 78 117 107 Average Call Duration 204 203 208 % of Calls on Hold More Than 5 minutes 8.6% 11.6% 11.7% % of Abandoned Calls 5.6% 8.2% 7.9% Operations Monitoring Center Total Call Answered 11,278 11,331 69,169 Average Initial Hold Time 218 242 187 Average Call Duration 250 238 243 % of Calls on Hold More Than 5 minutes 28.0% 30.7% 23.3% % of Abandoned Calls 14.5% 18.4% 14.2%

Eligibility Determinations

Previous YTD- ADA Paratransit Evaluations Current Month Average Completed

UNRESTRICTTED 2,355 2,392 2,483 RESTRICTED 494 475 529 TEMPORARY 364 455 527

NOT ELIGIBLE 576 600 567 TOTAL 3,789 3,922 4,107 Re-certifications (in Person) 1,043 1,013 1,028 New Applicants 2,746 2,924 3,081

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Eligibility Renewals Recertification Letters Sent 5,670 5,316 4,505 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 14 15 14 Scheduling Phone Call to Evaluation 3 4 3 Scheduling Phone Call to Mail Out 29 19 24

Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 135 214 165 Closed 140 93 129 Withdrawn/Closed Before Completion 15 10 18 Pending 326 334 305 Increased 42 19 31 Decreased 3 2 4 Modified 7 6 9 Upheld 58 48 54 % Appeals not overturned 62% 75% 68% Net Denied Rate (Year-to-Date) 14% 15% 13.1% Process Time: Appeal Date to Mail Out ADA<30) 20 17 15

OPERATIONS MONITORING CENTER ACTIVITY Previous YTD- Logged Calls to OMC* Current Month Average TOTAL CALLS: 9,865 9,242 9,417 Late Calls 2,079 1,855 2,065 Other (CSC/Reservations) 7,786 7,387 7,352

*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 Average Back-Up Vehicle Sent 271 244 330 ETA Given 1,025 931 973 Help Calls 26 79 34 Miscellaneous 757 601 729 TOTAL LATE CALLS 2,079 1,855 2,065

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Late Trip Calls to OMC Resulting in Dispatch of Back-Up Vehicle Previous YTD- (5.4.1.6) Current Month Average Avg. Time Between 1st Call and Arrival of back up Vehicle at Customers Location 39 32 40

Late Trip Calls to OMC Resulting In “Wait” and Back-Up Vehicles Sent Previous YTD- (5.4.1.7) Current Month Average Incidence of Vehicles Sent to Wait w/the Customer until Arrival of Accessible Vehicle

0 0 0

PROVIDER REPORT CARD Previous Systemwide Current Month YTD Percentage of Trips On-Time 91.58% 91.54% 91.74%Percentage of Late Trips 8.42% 8.46% 8.26%Late “1” (1-15 min. late) 6.42% 6.39% 6.33%Late “2” (16-30 min. late) 1.54% 1.60% 1.50%Late “3” (31-45 min. late) 0.36% 0.38% 0.34%Late “4” (>46 min. late)/Missed Trips 0.11% 0.08% 0.09%No Shows 4.22% 3.51% 3.53%Accessibility Violations - occurrences 1 3 10Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.27% 0.22%

Previous SGT – Eastern Region Current Month YTD Percentage of Trips On-Time 90.48% 91.49% 91.06%Percentage of Late Trips 9.52% 8.51% 8.94%Late “1” (1-15 min. late) 6.61% 6.08% 6.53%Late “2” (16-30 min. late) 2.05% 1.82% 1.81%Late “3” (31-45 min. late) 0.61% 0.48% 0.46%Late “4” (>46 min. late)/Missed Trips 0.25% 0.13% 0.14%No Shows 3.69% 3.19% 3.28%Accessibility Violations – occurrences 0 0 1Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

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Previous CTI – West Central Region Current Month YTD Percentage of Trips On-Time 91.52% 91.46% 91.54%Percentage of Late Trips 8.48% 8.54% 8.46%Late “1” (1-15 min. late) 6.44% 6.46% 6.53%Late “2” (16-30 min. late) 1.64% 1.61% 1.56%Late “3” (31-45 min. late) 0.34% 0.39% 0.31%Late “4” (>46 min. late)/Missed Trips 0.06% 0.08% 0.06%No Shows 4.96% 4.29% 4.41%Accessibility Violations - occurrences 1 1 3Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

Previous GPI – Southern Region Current Month YTD Percentage of Trips On-Time 91.62% 91.18% 91.52%Percentage of Late Trips 8.38% 8.82% 8.48%Late “1” (1-15 min. late) 6.56% 6.70% 6.57%Late “2” (16-30 min. late) 1.47% 1.68% 1.54%Late “3” (31-45 min. late) 0.29% 0.36% 0.32%Late “4” (>46 min. late)/Missed Trips 0.06% 0.07% 0.06%No Shows 4.62% 3.97% 3.52%Accessibility Violations - occurrences 0 2 5Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.81% 0.17%

Previous

MVT – Northern Next Day Trips Current Month YTD Percentage of Trips On-Time 92.29% 91.46% 92.45%Percentage of Late Trips 7.71% 8.54% 7.55%Late “1” (1-15 min. late) 6.28% 6.68% 5.92%Late “2” (16-30 min. late) 1.09% 1.42% 1.20%Late “3” (31-45 min. late) 0.25% 0.32% 0.30%Late “4” (>46 min. late)/Missed Trips 0.08% 0.05% 0.13%No Shows 3.49% 2.09% 2.81%Accessibility Violations - occurrences 0 0 1Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.17%

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Previous

DT – Antelope Valley Current Month YTD Percentage of Trips On-Time 93.34% 93.99% 93.80%Percentage of Late Trips 6.66% 6.01% 6.20%Late “1” (1-15 min. late) 5.66% 4.94% 5.28%Late “2” (16-30 min. late) 0.89% 0.87% 0.80%Late “3” (31-45 min. late) 0.12% 0.20% 0.12%Late “4” (>46 min. late)/Missed Trips 0.00% 0.00% 0.00%No Shows 3.44% 3.42% 3.24%Accessibility Violations - occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00% Previous SCT – Santa Clarita Valley Current Month YTD Percentage of Trips On-Time 94.97% 94.75% 94.95%Percentage of Late Trips 5.03% 5.25% 5.05%Late “1” (1-15 min. late) 4.10% 4.69% 4.28%Late “2” (16-30 min. late) 0.67% 0.33% 0.48%Late “3” (31-45 min. late) 0.13% 0.11% 0.13%Late “4” (>46 min. late)/Missed Trips 0.00% 0.04% 0.01%No Shows 1.70% 2.14% 1.90%Accessibility Violations - occurrences 0 0 0Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.81% 0.99%

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Customer Reported Service Complaints

Current Month System SGT

Eastern Region

CTI West

Central Region

GPI Southern Region

MVT San

Fernando Valley

DT Antelope

Valley Region

SCT Santa Clarita Valley

ADA 2 0 2 0 0 0 0 Animal 1 0 0 1 0 0 0 Booking 67 12 7 28 16 4 0 Capacity 0 0 0 0 0 0 0 Conduct 171 50 25 53 35 8 0 Late 56 19 9 19 7 2 0 Late 4 9 5 2 1 1 0 0 Procedure 339 97 76 129 34 3 0 Risk Management 140 32 29 41 32 5 1 Routing 50 8 11 13 17 1 0 Wheelchair Securement 2 0 0 2 0 0 0 Service 21 5 4 9 3 0 0 Travel Time 55 9 13 21 12 0 0 Vehicle 3 1 0 1 0 1 0 TOTAL 916 238 178 318 157 24 1 Ratio per 1,000 Trips 3.6 3.9 4.7 3.8 3.2 2.5 0.3 Commendations 324 114 47 92 58 13 0

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Travel Training Statistics

Travel Training, Fiscal Year 2014-2015 November - 14 December - 14 YTD

Accepted Travel Training 20 17 144 Waiting for Travel Training 18 25 106 Started Travel Training 12 10 107 Completed Travel Training 20 17 144 Discontinued Services 0 1 2 People Currently in Travel Training 0 0 0 Total Follow-up Response Month 2 23 26 118 #Graduates Using Bus After 2 Months 15 20 81 Average # of Trips per-week, Month 2 7 5 33 Estimated Bus Trips Taken, YTD 3,891 5,884 14,315

*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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