General Manager’s Report - AC Transit GM Report.pdfGeneral Manager’s Report ... Pictured below...

GeneralManager’sReport

October25,2017 Page1

OCC Controller CAD/AVL Training ‐Supervision has started to train the OCC Controllers on the new CAD/AVL System. Clever Devices is providing an instructor who is reviewing the material. 24 controllers will complete the OCC Controller Training for Clever CAD by the middle of October. The remainder of the OCC qualified controllers and road supervisors will start the CAD Mobile for all Supervisor. The mobility tablet will be utilized daily by the road supervision. These tablets will be used for on‐road analysis and operator assistance tracking.

Division of the Quarter ‐ The Transportation Department has developed an award for the division of the quarter. This award is based off of the following criteria: On Time Performance, Accident Rate, Absenteeism reduction, Logon rate, Complaints responded to in a quarter, Operator Unscheduled availability, Overtime reduction cost, # of Commendations (tracked through Cusrel) and Division check‐rides (Superintendent/Assistant Superintendent). All divisions have strived to reach these goals and the competitive fire amongst the teams is exciting. Based off of the criteria our winner for Q1 2017 is Division 2. The winning Division wins a BBQ for the division and individual pins and certificates. Congratulations Division 2!

Board of DirectorsOctober 25, 2017Staff Report 17-320



Customer Service Center Upgrade – AC Transit’s Clipper Customer Service Center upgraded its technology with the

implementation of a new Point of Sale System in September. The new touch screen computers replace outdated cash

registers, which had been the work horse for selling transit products for many years. While reliable, staff need computers at

their transaction windows to assist customers with the multiple products and services we provide. Ready access to the

internet, intranet and customer applications allow staff to be more efficient and better connected with District resources and

information.

Before:

After:



Customer Service Lead Clerk Charm Matulac, Supervisor Dana Fuller, Faye Foster, John Baker, and Melissa Heng. (Not shown: Shaves Rose)

The project, guided by IS Project Manager Darrell Takara and Customer Services Manager Victoria Einhaus, was the result of a

collaborative planning, procurement, configuration, training and implementation effort among Customer Service staff, the

Help Desk, and Network Engineering teams. Multiple benefits of the new system include ease of use, enhanced customer

service, and availability of reconciliation of reports and transaction and financial data. The computers will also allow the team

to upgrade the Lost and Found tracking system, providing further efficiencies for both staff and customers.

All staff quickly became proficient with the new system while maintaining uninterrupted service to our customers.

Social Media Report ‐ The attached social media report reflects the District’s interaction with customers on our digital

channels during the month of September. The Marketing and Communications team continues to evaluate the information we

share on these channels and how the type of information helps grow the number of followers we have.



Good Faith Efforts (GFE) Reporting ‐ In pursuit of more efficient ways of managing the Bus Rapid Transit project's Project Labor Agreement and Construction Careers Policy's requirements, the District's Contracts Compliance department has created and instituted a user‐friendly, effective way of obtaining contractors' good‐faith effort documentation for their attempts at satisfying the project's workforce goals. Via Survey Monkey, contractors that have not reached the workforce goals will fill out the GFE form monthly in arrears and submit online within 10 days of issuance. A screenshot of the first page of the survey is provided below:

Staff has met with the prime as well as subcontractors assigned to the project and provided training on how to fill out the form and upload necessary backup documentation For reference purposes, the link to the GFE survey is provided here: https://www.surveymonkey.com/home/?ut_source=header



Healthy Living Festival ‐Once again, AC Transit sponsored the Health Living Festival, which was hosted by the United Seniors of Oakland and Alameda County (USOAC) at the Oakland Zoo on September 21st. The USOAC is a grassroots, multi‐ethnic, intergenerational nonprofit organization focused on issues of concern to Alameda County seniors and their allies. AC Transit had the first booth on Welcome Row and staff answered service‐related questions, passed out information on Flex, and gave away AC Transit swag. Guests also had access to health screenings, health resources, physical activities, medication‐take back bins, and great live music! Many seniors took Line 46 to the Oakland Zoo to enjoy the festivities. We thank the staff pictured below for volunteering at the event: Tammy Kyllo, Estee Sepulveda, Sandra Smith‐McDonald, Amy Franjesevic, and Alexander Mahshi (not pictured).



Tri City Elder Coalition Seniors Night Out ‐ On September 29th, AC Transit was proud to be a first‐time sponsor of Seniors Night Out in Newark. Since 1993, the Tri City Elder Coalition has hosted this event where community leaders, organizations and individuals celebrate seniors by escorting them for an evening out, which includes entertainment, good food and friendship. Pictured below is AC Transit's ad in the program booklet. Estee Sepulveda, External Affairs Representative, attended on behalf of AC Transit. Below, she can be seen with State Senator Bob Wieckowski, Edward Mora from the Office of Congressmember Eric Swalwell, and Fremont Mayor Lily Mei.



San Leandro Sausage & Suds Festival ‐ AC Transit was a first‐time sponsor of the San Leandro Sausage & Suds Festival hosted by the San Leandro Downtown Association on October 1st. Our booth was located in the Chill Zone and included a table where children colored scenes of AC Transit buses. Also, bus 1/4 made an appearance exciting attendees, young and old! Lastly, staff passed out information on the East Bay BRT and local service in San Leandro. We thank the following staff for volunteering at the event: Amy Franjesevic, Estee Sepulveda, Geoffrey Johnson, Ja Donna Williams, Jorge Velasco, and Brittany Dobbs.



Senior Health Fair ‐ On Tuesday, October 3, Kim Ridgeway and Estee Sepulveda participated in the Annual Newark Senior Fair. They provided information on Flex and signed attendees up for senior Clipper cards. There were other healthcare and senior wellness resources from around Alameda County as well as flu vaccinations.

Oakland African American Chamber of Commerce’s Annual Business Awards Luncheon ‐ AC Transit was a proud sponsor of the Oakland African American Chamber of Commerce’s 14th Annual Business Awards Luncheon at Scott’s Seafood in Jack London Square. The Chamber is a leader in advocating for access to business opportunities in the private and public sectors for the African American business community. AC Transit’s support for the Chamber’s important work and the award recipients highlight’s the District’s commitment to diversity and inclusion in the workplace and in the communities that we serve.



The 43rd Annual Oakland Black Cowboy Parade & Festival ‐ In the Old West, up to 1 in 4 cowboys were African American. Every year, the Oakland Black Cowboys Association celebrates their enduring legacy at its annual parade and festival mat Defremery Park in West Oakland. People from all walks of life attend this one‐of‐a‐kind parade and festival, which features cowboys from across the country, trick riders, schools, community organizations, and local businesses. AC Transit was a proud sponsor of this year’s festival, which drew hundreds of residents out for a day of community, music, food, and appreciation for the many contributions made by people of color to the Old West, and which continue to this day. The event provided AC Transit with an opportunity to connect with current and potential riders while demonstrating our support for the community.

AC Transit employees Mubarak Ahmad, Claudia Burgos, Dynetta James, Steven Jones, Andrea Lowe, Christy McCree and her daughter Ciara,

and Ricky Price participated in the parade and provided bus service, employment, and BRT project information to the community.



Maintenance Department Completed Works Orders ‐ Maintenance programs are designed to maximize the effective and efficient useful life of the bus fleet and facilities equipment. Preventative Maintenance Inspections (PMI) and scheduled standard tasks are the foundation of the District’s fleet maintenance programs. There are scheduled maintenance activities required for each bus and equipment to meet Original Equipment Manufacturer (OEM) recommended maintenance intervals, along with safety and regulatory compliance. Maintenance uses the Ellipse Enterprise Asset Management System (EAMS) to create work orders and track asset maintenance activities. In May 2017, the new Ellipse 8.7 was implemented further enhancing use of the District’s enterprise asset management system. Fleet and Facilities Maintenance Department completed a total 34,547 Corrective and Preventive Maintenance Work Orders during the first quarter of FY 17/18. During preventative maintenance inspections, mechanics identify bus equipment requiring corrective maintenance, resulting in completing 6,289 Preventive Maintenance Work Orders. There were a total of 28,258 total corrective maintenance work orders, addressing PMI defects or breakdown maintenance.

Quarter 1, FY 2018 Completed Work Orders

Maintenance Group Corrective Maintenance Work Orders

Preventive Maintenance Work Orders

Grand Total

Revenue Fleet 26,761 5,195 31,956

Facilities 1,431 1,071 2,502

Non‐Revenue Fleet 66 23 89

Grand Total 28,258 6,289 34,547

In addition, Maintenance Employee Unavailability decreased during Q1 FY18 from 22.05% to 18.29% at the end of the period. This increase in available resources contributed significantly in the work and projects that were accomplished.

StartDate EndDate Frequency DataReportName Numerator Denominator Actual Target

9/1/2017 9/30/2017 MONTHLY MAINT_UNAVAILABILITY 11,262.00 61,583.00 18.29% 22.00%



STAY CONNECTED!

FACEBOOK facebook.com/rideact

TWITTER twitter.com/rideact

YOUTUBE youtube.com/user/rideACT

INSTAGRAM

instagram.com/rideact

LINKEDINlinkedin.com/company/ac-transit

Reach: How many social media followers did AC Transit gain?

Direct Engagement: How we engaged with our riders

Improvements and Commendations: Consider this feedback on our service

Twitter7, 952 followers

GROWTH: 98

LinkedIn 3,731 followers

GROWTH: 28

Facebook6,774 followers

GROWTH: 41

YouTube477 Subscribers

GROWTH: 60

Instagram388 followers

GROWTH: 64

LINKEDIN: Make your career move now,

because winter is coming. #GoT

ow.ly/KBbw30ePur9

FACEBOOK: Think you could you drive

a bus? What would be the toughest

part? A) The 20-50 vocal backseat

drivers, B) The bleeping traffic, C)

Humans, D) A million interruptions to

staying on-schedule, E) I think it would

be fun.

TWITTER: Oakland Pride is tomorrow,

9/10! Look for #TeamAC at the event, and

check detour info here:

ow.ly/U0Yy30eVBaE #ridewithpride

09/05/17: Careers: Game of Thrones

1,721 Impressions, 51 clicks

09/21/17 Poll: Could You

Drive A Bus6,003 People Reached

115 Reactions

09//09/17

2,914 Impressions,

32 Engagements

SEPTEMBER 2017

SOCIAL MEDIA REPORT

FACEBOOK: Rosanna CheaHi. The FS bus is almost 40 minutes

late today. It has been at least 30

minutes late three days this week. Is the

traffic that bad?

TWITTER: MH2 @MH_squared

@rideact shit green plastic seat non

transbay bus for the 6:15 L. Why? So

uncomfortable for such a long ride.

Where does the fare money go?

TWITTER: Carissa Lee

@CarissaMeiLee

Happy to start my day with sunshine,

eucalyptus, and @rideact

#FridayFeeling

#MakingMyWayDowntown

September 22 September 15September 15

facebook.com/rideact

twitter.com/rideact

youtube.com/user/rideACT

instagram.com/rideact

linkedin.com/company/ac-transit

29% 64%

Sentiment: What are people saying about AC Transit on social media?

Reach & Impressions: Where did our social media traffic originate?

TWITTER FACEBOOK

Omar Yacoubi @omaryak 09/30/17

Loving the new @rideact 57 service to

Emeryville. I had no idea it ran so late!

Makes it easy to catch a movie at

@AMCTheatres Bay Street

SEPTEMBER 2017

Community: Our Presence and Involvement

Irwin Reyes 09/15/17

Is the 67's schedule from downtown up

Spruce affected by the protests? The 67

did not arrive 10 minutes after its

scheduled time. The public requires

better communication of service

changes from AC Transit.

.

Irwin Reyes

Irwin

The 67 did not arrive 10 minutes after its

scheduled time. The public requires better

communication of service changes from AC

Transit.

TWITTER

KDemoro Photog @kpkannofisbump

09/28/17

Understand why @rideact NL detours

^back* thru W. Oakland, don't

understand why no Bus Only lanes on

W.Grand onramp #figureitout

6%

SEPTEMBER:

Our presence at events and in the

community does us proud!Our social following continues to grow

as we demonstrate our reliability and

provide great public information with

eNews and social media.

Rider notifications on detours and

service disruptions help us give

excellent social customer care.

Hispanic Heritage Month:

Sept. 15 – Oct. 15.

Lots of community events

and involvement: Oakland

Pride, Castro valley Fall

Festival

General Manager’s Report - AC Transit GM Report.pdfGeneral Manager’s Report ... Pictured below...

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