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Item 8Consideration to Modify KeyPerformance Indicators andService Standards
Key Performance Indicators and StandardsUsed to measure service quality and safetyApproved by Board in 201713 KPIs are industry leadingKPI what we are measuring; Standard goalKPIs and standards are incorporated into servicecontracts; financial penalties used to encourage betterperformance Several changes recommended for consideration
Current KPIs, Standards and PerformanceKey Performance IndicatorOn Time PerformanceExcessively Late TripsExcessively Long TripsMissed TripsDenialsAccess to Work On Time PerformanceAverage Hold Time (Reservations)Calls On Hold 5 Min (Reservations)Calls On Hold 5 Min (ETA)Complaints Per 1,000 TripsPreventable IncidentsPreventable CollisionsMiles Between Road CallsStandard 91% 0.10% 5% 0.75% 0 94% 120 5% 10% 4.0 0.25 0.50 25,000FY22 throughJanuary 62,875
Proposed Change – Denials Standard will remain zero Definition of a denial will be stricter, following federal standard Per federal ADA guidance, trip denials result when a rider’s triprequest is not accepted New LD to address call taker negotiating errors; would be lesssevere than LD for denialFY19FY20FY21TOTALDenials perAccessstandards1018432Denials Completed Trips 3,491,521
Proposed Change – Preventable Collision Rate Standard proposed to change from 0.50 per 100,000 milesto 0.75 per 100,000 miles Definition of a preventable collision will remain unchanged Current standard not reasonable under operatingconditions Proposed standard would still be more aggressive Y17FY18FY19FY20FY210.550.640.680.640.670.50
Next Steps Input received by CAC in January 2022 and TPAC in February 2022 Recommendation to full Board in April 2022 Incorporate into operating contracts Continue to monitor and consider industry best practices on anannual basis
RecommendationAuthorize staff to modify two of the 13 KPIs – denials andpreventable collisions - and their corresponding servicestandards in both current and future service contracts.
Item 9Consideration to Approve Policyto Establish a FacilitiesDevelopment and ConstructionFund
Real Estate Update Began search in 2016 for Southern region Expanded search in 2020 system-wide Hired real estate broker in 2021 Focused search in the Antelope Valley Also looking at potential partnership with localmunicipalities Conducting a needs assessment for a potential build Lack of inventory county-wide Received an inventory report last week sites too small or too far from the center of the region
Background Access requires control of its operating facilities Control of facility will: Maximize competition by removing the largest barrierto entry Ensure operating space for the foreseeable future Long term investment Allow for retention of the value of improvements Lower the long term operating cost to the region
Funding Sources FEMA Reimbursements City of Los Angeles Reimbursements County of Los Angeles Reimbursements Medi-Cal Program Reimbursements Federal Grants Other appropriated funds as directed by the Access Boardor LACMTA
RecommendationAuthorize the Executive Director to: Establish a Facilities Development and Construction Fund and setaside the following funds for the purpose of developing andconstructing operating facilities: Direct COVID-19 reimbursements received from the FederalEmergency Management Agency (FEMA); Direct COVID-19 reimbursements received from the County orthe City of Los Angeles; Direct reimbursements received from Medi-Cal; Any other funds that may be appropriated by the Access ServicesBoard of Directors or the Los Angeles County MetropolitanTransportation Authority (Metro) for this purpose. Direct staff to apply for facility construction grants as soon aspracticable.
Item 10Consideration to ApproveTitle VI Plan (2022-2025)
Title VI Plan 2022-2025 Every three years – Update to Access’ Title VI Plan Required for all agencies that receive Federal funding Is made up of three related Plans1. Title VI Plan2. Public Participation Plan3. Limited English Proficiency Plan An opportunity to present agency’s practices designed to reduceor remove barriers to participation in Access’ programs
Title VI Plan 2022-2025Elements of the Title VI Plan:1. Approval of the agency’s Title VI Plan by its Board of Directors2. How Access notifies customers of Title VI protection3. Presentation of Access’ Title VI complaint procedures4. Recording any Title VI complaints that have been received5. Presentation of minority representation on non-elected advisorycommittees and boards6. Requirement to monitor subrecipients
Public Participation Plan 2022-2025Elements of the Public Participation Plan:1. Demonstrate how Access provides information about itsservices across its service area through community outreach2. Describe strategies and activities designed to involve minorityand LEP populations in public participation activities – Includingtransitioning to virtual meetings3. Share how Access notifies customers of upcoming meetings
Limited English Participation Plan 20222025Elements of the Limited English Participation Plan:1. Determine proportion of LEP persons encountered by Access2. Describe the resources available for LEP persons from outreachto reducing barriers in providing the servicea. Telephone Interpreter Servicesb. Google Translate feature embedded on Access websitec. Portable speaker phones available at Eligibility Centerd. Important documents printed in both English and Spanish
RecommendationApprove Access Services’ Title VI Plan which encompassesthe following reports:1) Title VI Report;2) Public Participation Plan; and3) Limited English Proficiency Plan
Item 11Budget Update
FY22 Budget Update Ridership is at 7.3% below forecast through February Through February: Cost per trip is 13.2% under budget Eligibility is 25.8% under budget Agency is under budget 18% March demand was much higher and April is trendingeven higher
FY23 Budget Update Remain on track to present a budget to Board inMay/June Continue to work with Metro to finalize the budget Pandemic Related Challenges Uncertain demand Financial Pressure Points Inflation, Fuel, Taxis, Expansion of Fleet and MinimumWage Contract Adjustments
FY 23 Draft BudgetFY22FY23%ChangeDirect Transportation 176,329,428 189,577,9427.5%Contracted Support 13,774,416 14,389,5194.5%Management &Administration 12,951,999 14,125,1029.1% 203,055,843 218,092,5637.4%Draft Planning BudgetTotal Operating CostsCapital Program CarryoverCapital Program - NewCapital ProgramGrand Total 11,946,320 21,836,00716,607,000 33,782,327 219,662,843 251,874,89014.7%
Board Comments Fleet Replacement Plan Impact of subcontracting to taxis How many vehicles are currently on order? How many vehicles need to be replaced?
Fleet Replacement Plan Total Access Owned Operating Fleet 736 Vehicles Annual goal is to replace one fourth of the fleet (184vehicles) Vehicles, per contract, must be replaced at 250K miles Goal is to replace when vehicles reach 225K miles Timing of vehicle order is critical
Daily Snapshot of Vehicles in ServiceStatistics of Vehicles in ServiceDate - 2/19/2019Driver 86Southern129157West Central126157Grand Total56561148%52%Statistics of Vehicles in ServiceDate - 2/24/2022Driver 27Southern15577West Central12690Grand Total54030564%36%
Employee vs. Taxi Utilization
Access New Vehicle Update 14 Class B cutaways started on line at StarCraft March 2nd- should be delivered to Creative by May 1 11 Class A units - no date for chassis 2 Class C vehicles - pushed to third quarter of 2022 101 Promaster Low Floor chassis delayed - Stellantiscontract issue
Vehicles Needed/Vehicles OrderedAsset TypeVehiclesNeededBoardApprovedVehiclesOrderedVan - Promaster112118101Van - Promaster179Cutaway "A"11Cutaway "A"1Cutaway "B"14Cutaway "B"5Cutaway "C"2Cutaway "C"2Electric82Van - overAvailableFY23 CapitalRequest 88,500 9,912,000 8,307,677 1,604,323 91,000 16,289,000 89,909 989,003 125,000 125,000 101,429 1,420,004 155,000 775,000 108,660 217,320 170,000 340,000 340,000 530,000 530,000 91,000 3,185,000 16,289,000 989,003 125,000 1,420,004 775,000 217,320 1,012,316 2,172,684 33,782,327 11,946,320 21,836,007
Average Age of Dedicated Fleet
Access Fleet MilesMarch 1 2022February 251K
Next Steps Make adjustments to the budget based on feedback Finalize budget - April/May 2022 Seek Board approval - May/June 2022
Item 12Operations Update
cle Trips Completed300,974131,903175,577Passenger Trips Completed385,412162,182222,081Reservation Calls Answered251,947114,211145,046ETA Calls Answered46,77928,87336,781NA125,589224,060WMR ETAs Requested
System Performance Report CardKey Performance IndicatorOn Time PerformanceExcessively Late TripsExcessively Long TripsMissed TripsDenialsAccess to Work On Time PerformanceStandard 91% 0.10% 5% 0.75% 0 94% 120Average Hold Time in Seconds (Reservations)Calls On Hold 5 Min (Reservations) 5%Calls On Hold 5 Min (ETA) 10%Complaints Per 1,000 Trips 4.0Preventable Incidents Per 100,000 Miles 0.25Preventable Collisions Per 100,000 Miles 0.50Miles Between Road Calls 25,000FY22 3.10.210.7863,597March 8%2.90.230.43NAGreen is good, yellow is cautiously optimistic, red is NOT meeting standard
Driver Recruitment Update In support of the Contractor Hiring Assistance Plan,Facebook ads went live in early April Southern Region working with Uber for possiblesubcontractor assistance Northern Region adding new taxi subcontractor Northern Region adding TNC as a subcontractor TNC agreements will involve deviations from normalcontractor requirementso Video cameraso Vehicle identification markingso Driver training
Facebook Advertising
Fleet Update Order for 101 Ram ProMasters still on hold; pendingrelease of chassis Build of 14 Class B cutaways in process; delivery ofvehicles to start in April No progress on the build of 13 Class A and Ccutaways; no chassis yet available Major component repair program ongoing; throughthe end of March 100 vehicles had been repairedwith invoices submitted 5 million grant from FTA will fund repairs beyondFY22
COVID-19 Response & Recovery Updates COVID-19 cases very low in February and ontractor Cases24155122Rider Cases349111Access Staff Cases2801 In-person eligibility resumed for new riders on April 4th Federal mask mandate extended through May 3rd;Access plans to continue the mask mandate throughJune 30th
Current KPIs, Standards and Performance Key Performance Indicator Standard FY22 through January 2022 On Time Performance 91% 90.6% Excessively Late Trips 0.10% 0.10% Excessively Long Trips 5% 3.2% Missed Trips 0.75% 0.45% Denials 0 4 Access to Work On Time Performance 94% 96.8% Average Hold Time (Reservations) 120 58
