Transcription
NO- 2013
PUBLIC OUTREACH GOAL AND PURPOSEGoal: To establish a No-Show and Late Cancellation Policy that will enhancequality and sustainability of service.Purpose: To provide the public with information to assist in understanding theproblem, alternatives, opportunities and gain public feedback.
NO-SHOW POLICY: BACKGROUNDNo-Show & Late Cancellation DefinitionMETRO defines a no-show as when a driver arrives within the 30-minute ontime window and the customer does not take the scheduled trip or cannot befound. A no-show is recorded after the driver waits the instructed 5 minuteswhile dispatch attempts to contact the customer and leaves without thecustomer.Currently, METRO does not have a late cancellation policy. Transit agenciesvary in definition of late cancellations. For example, a late cancellation may bedefined as --when a customer cancels within two hours of the scheduled pickup time--when a customer cancels after 5pm the prior day when finalschedules are set.Impact on METROLift Service Quality and SustainabilityWhen a METROLift customer fails to show up for a scheduled trip (or cancelsafter it is too late to schedule another customer in his/her place), schedulesare less efficient, resources are wasted (sustainability), the driver spends timelooking for the customer, other customers are inconvenienced, and on-timeperformance is negatively impacted (quality).Americans with Disabilities Act of 1990 (ADA) andFederal Transit Administration (FTA) GuidanceADA allows a transit agency to suspend riders who establish a pattern orpractice of missing scheduled trips or cancelling trips late for a reasonableperiod of time.FTA guidance states that sanctions could be imposed only for a “pattern orpractice” of missed trips involving intentional, repeated or regular actions, notisolated, accidental or singular incidents. Only actions within the control ofthe individual count towards a suspension.
METROLift Policy and PracticesCurrent PolicyThe METRO no-show policy is known as the “10-10-10 Policy.” A customerwith 10 or more no-shows representing 10% or more of their scheduled tripscan be suspended from METROLift service for 10-days. METRO does not havea similar policy for excessive late cancellations.Current No-Show RateAbout 6% of scheduled trips are no-shows representing about 6,900 monthlytrips.Under the current “10-10-10 Policy”, approximately 30 customers are inviolation of the no-show policy each month.Estimated Late Cancellation RateMETROLift does not have a late cancellation policy. If METROLift established alate cancellation policy defined as customers that cancel a scheduled tripwithin two hours of the scheduled trip, the late cancellation rate would be 6%of scheduled trips.Current Practice and Violation ProcedureCustomers with 10 or more no-shows representing 10% or more of scheduledtrips and where METROLift arrived on-time are evaluated. METRO staffdetermine if the customer no-show policy violation is a first, second or third ormore violation within the last 12-month period. Customers with violationsreceive one of three types of letters: 1st violation in 12-months – a warning letter 2nd violation in 12-months - final warning letter 3rd or more violations in 12-months – 10-day suspensionCustomers may provide additional information showing that the no-shows area result of actions outside of the control of the individual. METRO does notcharge a customer with a no-show violation if outside the control of theindividual. METRO has an appeals process in place to appeal a servicesuspension.
NO-SHOW POLICY: PUBLIC OUTREACH OUTCOMESOne of the nine (9) topics discussed in the METROLift Moving Forward outreacheslast spring (March-May 2013) was the no-show policy and consideration of a latecancellation policy. The 334 participants provided the following feedback:Statement 1: METROLift should consider a more strict no-show policy todiscourage customers from missing scheduled trips.SummaryStrongly AgreeAgreeNo ment 2: METROLift should consider adding a late cancellation policy todiscourage customers from cancelling a trip close to the scheduled pickuptime.SummaryStrongly AgreeAgreeNo sentative Participant Comments “Something could happen at the last minute. Every case should be treatedindividually.” “The policy is too lenient. Customers need to manage their trips to helpsave the agency money.” “I am guilty myself but know nothing will happen. METROLift needsconsistency.” “Stick to what we have [for no-shows] and enforce the cancels too close topick up so don't impose on those riding out of way and [no-show] when wearrive.” “I strongly agree [adding late cancellation policy] because it makes peopleresponsible.”
TransitAgencyNo-ShowRateLate olicyPenalty6% if policyexisted thatdefined latecancellation aswithin 2 hoursof tripCustomers that have 10 no-shows representing10% of scheduled trips ina 30-day period1st violation warning letter2nd violation final warningletter3rd and subsequent 10-daysuspension4.0%(2013)5.6%Within 2 hoursof tripCustomers that have 3 no-shows and/or latecancellation representing10% of scheduled trips in30-day period1st violation warning letter2nd violation second warningletter3rd violation 7 day suspension4th violation 14 daysuspension5th and subsequent 30 daysuspensionAccessServices(Los Angeles)3.5%(2012)0.1%Within 2 hoursof tripCustomers that have 6 no-shows and/or latecancellations representing10% of scheduled trips ina 60-day periodKing CountyMetro Access(Seattle)6.5%(2012)4.0%After 5pm theprior day up tothe trip timeCustomers that have 6 no-shows and/or latecancellationsAfter reaching the 6 no-showthreshold, customersuspended for no less than oneweek and max 180 days.
TransitAgencyNo-ShowRateLate 12)PolicyPenalty7.3%Within 2 hoursof tripIn a calendar month,customers that scheduled10 trips or more and hasno-showed or latecancelled. Must haveaccumulated 3 or morepenalty points to receivesuspension (each no-showis counted 1 penalty andeach cancel is counted 1/2penalty)1st violation warning letter2nd violation 7 daysuspension3rd violation 14 daysuspension4th violation 21 daysuspension5th and subsequent 28 daysuspension9.0%Within 2 hoursof tripCustomers that have 3 no-shows and/or latecancellationsViolation results in a 30-daysuspension3 cancelsbetween 5pmprior day up to 2hours beforetrip 1 no-show
Proposed No-Show & Late Cancellation Policy“5-5-5 Policy”Proposed No-Show & Late Cancellation Definition:A no-show is defined as when a driver arrives within the 30 minute on-timewindow and the customer does not take the scheduled trip or cannot be found.A no-show is recorded after the driver waits the instructed 5 minutes whiledispatch attempts to contact the customer and leaves without the customer.A late cancellation is defined as when a customer cancels a scheduled trip within2 hours of the scheduled pick-up time.Proposed Policy and Procedure:Customers that have 5 no-shows and/or late cancellation representing 5% ofscheduled trips in a 30-day period reach the policy violation threshold. No-showsand late cancellation violations shall only count where METROLift arrived ontime [within 30-minutes of the scheduled trip]. To determine if the violationsrepresent a pattern, METROLift staff shall evaluate violations over a 12-monthcalendar period. Customers shall receive the following based on the number ofno-show/late cancellation violations in a 12-month calendar period:1st violation warning letter2nd violation 5 day suspension3rd violation 10 day suspension4th violation 15 day suspension5th and subsequent violation 20 day suspension[Approximately 900 METROLift customers a month would meet the policyviolation threshold based on current ridership and behavior patterns]Customers may provide additional information showing that the no-shows are aresult of actions outside of the control of the individual. METRO will not chargea customer with a no-show/late cancellation violation if outside the control ofthe individual. METRO shall continue the appeals process in place to appeal aservice suspension.
METROLift does not have a late cancellation policy. If METROLift established a . dispatch attempts to contact the customer and leaves without the customer. A late cancellation is defined as when a customer cancels a scheduled trip within hours of the scheduled pick-up time.
