PLANNING, OPERATIONS AND MARKETING COMMITTEE WORKING SESSION MONDAY AUGUST 19, 2019 4:00 P.M.

OR IMMEDIATELY FOLLOWING THE COMPLETION OF THE COMMITTEE MEETING

PLANNING, OPERATIONS & MARKETING COMMITTEE WORKING SESSION

MONDAY AUGUST 19, 2019 4:00 P.M. OR IMMEDIATELY FOLLOWING THE COMPLETION OF THE COMMUTER RAIL COMMITTEE MEETING

Fort Worth Central Station 1001 Jones Street, 2nd Floor Community Room Fort Worth, 76102

Committee Members: Staff Support: Ray Taylor - Chairman Melissa Chrisman, Marketing/Communications Teresa Ayala Wayne Gensler, Operations Jeff Davis Detra Whitmore, Administration Alan Hooks Sal Espino, Governmental Relations Jeff King Carla Forman, Contract Services Keith Kunkle, IT

A. CALL TO ORDER Ray Taylor B. UPDATES 1. July 2019 Marketing & Communications Report Melissa Chrisman 2. July 2019 Operations Report Wayne Gensler 3. July 2019 Customer Care Report Detra Whitmore

C. ACTION ITEMS 1. POM2019-29 Interlocal Agreement (ILA) Detra Whitmore between and the North Central Texas Council of Governments regarding Alliance ZIP ZONE First Mile/Last Mile Transit Service

2. POM2019-30 Interlocal Agreement (ILA) Detra Whitmore between Trinity Metro and the North Central Texas Council of Governments regarding the (TRE) Link at CentrePort

This facility is wheelchair accessible. For accommodations for hearing or sight interpretive services, please contact Kelli Shields 48 hours in advance at 817.215.8972.

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3. POM2019-31 2020 Regional Transit Onboard Detra Whitmore Travel Survey Interlocal Agreement (ILA) between North Central Texas Council of Governments and Trinity Metro

4. POM2019-32 Strategic Communications, Sal Espino Marketing Strategy Services and Government Relations

5. POM2019-33 Vanpool Services Change Carla Forman Order

6. POM2019-34 Vehicle Digital Video Recording Keith Kunkle Equipment and Services

D. OTHER BUSINESS E. NEXT MEETING MONDAY, SEPTEMBER 16, 2019 @ 4:00 pm F. ADJOURN

This facility is wheelchair accessible. For accommodations for hearing or sight interpretive services, please contact Kelli Shields 48 hours in advance at 817.215.8972.

2 PLANNING, OPERATIONS & MARKETING COMMITTEE INFORMATION ITEM

Item: July 2019 Marketing & Communications Meeting Date: August 19, 2019 Report

Melissa Chrisman, Interim Vice President, Marketing & Communications will give an update on Marketing & Communications. PLANNING, OPERATIONS & MARKETING COMMITTEE INFORMATION ITEM

Item Number: Marketing & Communications Update Meeting Date: August 19, 2019

MARKETING

CAMPAIGN – MERCANTILE CENTER STATION ZIPZONE STATUS - CURRENT TIMING – JULY 2019 TO OCTOBER 2019 GOAL – 25 AVERAGE DAILY RIDES BY OCT. 31, 2019

July 22 marked the start of the Trinity Metro ZIPZONE around the TEXRail Mercantile Center Station. To encourage awareness  adoption  action, a marketing campaign began to support the service launch. Tactics include geographically targeted digital display, social media, and direct download advertisements in both the Apple App Store and the Google Play Store.

RESULTS TO DATE  Average of 34 mobile app downloads a day within the first two weeks of the service  620K ad views in just 2 weeks  Average of 10 daily rides between July 22, 2019 and Aug. 2, 2019

3 CAMPAIGN – TRE STAYCATION STATUS - COMPLETE TIMING – JUNE 2019 GOAL – 25% INCREASE IN CONTEST PARTICIPATION GOAL – TRE AWARENESS

In June 2019, Trinity Metro coordinated with DART to execute the 2nd annual TRE Summer Staycation campaign. With an agreement with WFAA 8 (ABC) network television, we billed TRE as the best way to get to all of the fun summer destinations in the DFW area. Through an on-air interview, several follow- up pre-recorded segments, social media promotion and an online presence, we encouraged the public to use TRE to get around this summer. Viewers were also given an opportunity to register to win the TRE Summer Staycation prize package that included passes to popular locations like the Perot Museum of Nature and Science, Zoo, Reunion Tower, Fort Worth Museum of Science and History, events including the Stockyards Rodeo, and many more.

RESULTS FINAL  200K unique people reached in campaign  2,206 contest entries received – 40% increase from 2018

CAMPAIGN – EVENT MARKETING STATUS - CURRENT TIMING – JULY 2019 AND ONGOING GOAL – INCREASE RIDERSHIP ON ROUTE 15 BY 1,000 RIDERS (6% INCREASE)

In an effort to increase overall system ridership, we have introduced a new social media strategy into our paid media mix. This strategy focuses on high profile, popular events and how to use Trinity Metro services to get there. While posts were shared highlighting many area events, July’s featured event was the Hall of Fame Rodeo and Day of the American Cowboy in the Fort Worth Stockyards.

4 RESULTS TO DATE  98,974 ad views in 5 days  July 2019 route 15 ridership was 18,165 vs. July 2018 ridership of 16,381 for an addition of 1,784 additional rides (11% increase)

CAMPAIGN – TEXRAIL 30-MINUTE SCHEDULES STATUS - CURRENT TIMING – JULY 2019 AND ONGOING GOAL – 8K AVERAGE DAILY RIDES BY DEC. 31, 2020

It was fantastic news for current and future Trinity Metro TEXRail riders when 30-minute frequencies began on July 28. Social media was leveraged to introduce the new schedule and invite positive conversation for the increased service. Additional marketing will launch as a strategy working towards 8K average daily rides by the end of 2020. The second flight of this campaign will feature paid video to tell a positive story about Trinity Metro TEXRail and that it’s “Time to Make Your Move.”

5 RESULTS TO DATE  36,012 ad views in just 2 weeks  1,449 average daily rides in first 10 days of the new schedules

JULY SOCIAL MEDIA MARKETING

6 JULY GOVDELIVERY/EMAIL MARKETING

BULLETINS SENT 10 RECIPIENTS 40,452 EMAIL OPENS 10,175 OPENRATE 29% LINK CLICKS 1,438 CLICK RATE 4% TEXT CLICKS 1,035

7 SALES AND BUSINESS OUTREACH

OPERATION LIFESAVER JUNE AND JULY PRESENTATIONS Operation Lifesaver  Girl Scouts Summer Program – 28 participants July 2018 - July 2019  Stayton at Museum Way – 3 participants Fort Worth  Camp Fire First – 34 participants 700 1332 Grapevine  Grapevine Public Library – 29 472 participants NRH 208 Haltom City 988 1190 Colleyville Trinity Metro has educated 5,142 people Hurst about rail safety in the last year. 252 Watauga

TRINITY METRO EASYRIDE | B2B OUTREACH

Mercantile Business Center outreach efforts began in June for the ZIPZONE launch on July 22. Businesses in the Mercantile Business Center are being asked to join our EASYRIDE program and to participate in educational sessions on ZIPZONE, TEXRail and area bus routes. Outreach is occurring with more than 125 companies, 19 hotels and 16 restaurants. Trinity Metro hosted two lunch-and-learn presentations for businesses that are a part of the Mercantile Partners ($1) Zone on July 10 and July 17. A total of 30 people attended both sessions representing 17 companies. The Center for Counseling and Family Relationships and the College of Health Care Professions have both signed an EASRYRIDE agreement as a result of the outreach efforts. Other business outreach efforts in the Mercantile Business area to promote ZIPZONE, TEXRail, bus service and EASYRIDE during June and July include:  Information table at Mercantile Plaza (30)  Information table TNP building (15)  Information table at Mercantile Center 1 (35)  Launch Day efforts at 5 buildings - “Beat the Heat Treat” (300+)  Information table at Gourley Plaza (50)  Presentation at College of Health Care Professions (Staff) (5) Total EASYRIDE Total EASYRIDE Organizations Participants as of as of Aug. 7, 2019 Aug. 7, 2019

54 450

8 MEDIA

President and CEO Bob Baulsir and Board Chairman Scott Mahaffey were featured in Fort Worth Inc’s The 400: Fort Worth’s Most influential People in the category of Transportation/Airlines/Aviation/Public Transit. Board Member Jeff Davis was selected in the Real Estate/Residential Brokerage/Title category and Board Member Jeff King was chosen in the Banking and Finance/Financial Advisers category.

TEXRail is mentioned in a Community Impact Newspaper article about transit-oriented development: Grapevine’s new food hall starts application process for vendors. TEXRail was featured on NBC 5: TEXRail launches more trains, cuts wait times in half for many. President and CEO Bob Baulsir was featured in the Fort Worth Business Press: Commentary: Bob Baulsir on leadership. TEXRail was featured in a City of Fort Worth article: Trinity Metro TEXRail starts 30-minute frequency. Univision ran a story on TEXRail’s increased frequency: Buenas noticias para los pasajeros del tren en Fort Worth. Trinity Metro was mentioned in a CBS 11 story: TxDOT installs $40,000 metal fence to address Fort Worth pedestrian issue. President and CEO Bob Baulsir was interviewed in a Fox 4 story: Trinity Metro to expand its TEXRail service starting Sunday.

9 Bob Baulsir was quoted in a story on NBC 5: TEXRail to increase daily trips between Fort Worth, DFW Airport. The Star-Telegram quoted Bob Baulsir in an article about the upcoming schedule change: TEXRail gets 8th train, increasing number of daily train runs to 73.

The Fort Worth Business Press quoted Bob Baulsir in an article about increased frequency: TEXRail adding more service between Fort Worth and DFW Airport.

Culture Map published an article and quoted Bob Baulsir: Trinity Metro ramps up TEXRail trains between Fort Worth and DFW Airport.

Bob Baulsir was quoted in a WBAP story: TEXRail increasing service from Fort Worth to DFW Airport.

TEXRail was featured in a story on NBC 5: TEXRail riders get new on- demand rideshare in Fort Worth.

Bob Baulsir was quoted in a Community Impact Newspaper story: TEXRail to increase train service frequency through Grapevine starting July 28. Wayne Gensler, vice president and chief operating officer for bus and paratransit, was quoted in a Mass Transit article: Via and Trinity Metro launch ZIPZONE, connecting Fort Worth residents to public transit.

The City of Fort Worth published an article about the new Trinity Metro ZIPZONE: Commuting to Mercantile Center? Zip in with new transit service.

President and CEO Bob Baulsir and Board Chairman Scott Mahaffey were quoted in a Fort Worth Business Press article: Ride-sharing service in Mercantile area debuts. Vice President and Chief Operating Officer for Bus and Paratransit Wayne Gensler was quoted in a Fort Worth Star-Telegram article: Want to ride TEXRail but your workplace isn’t near a train station? This might help. Bob Baulsir was quoted in a Passenger Transport article: TEXRail helps celebrate Golden Spike anniversary with its own “Spike.” Trinity Metro ZIPZONE was featured in a Metro Magazine article: Via, Trinity Metro launch on-demand shared transit service. Wayne Gensler, vice president and chief operating officer for bus and paratransit, was quoted in a Green Source DFW article: Electric to link up popular Fort Worth stops. Trinity Metro was mentioned in a Seattle Times article: Travel Wise: From bus to bike to Uber to scooter, how to get around while traveling.

10 11 PLANNING, OPERATIONS & MARKETING COMMITTEE INFORMATION ITEM

Item: July 2019 Operations Update Meeting Date: August 19, 2019

Wayne Gensler, Vice President and Chief Operating Officer of Bus and Paratransit will give an update on Operations. On Time Performance

100%

90%

80%

70% % 6 8 % % 7 60% 6 % % 8 8 8 5 8 8 % % 6 % % 4 %

50% 8 % % % 3 0 8 7 % 6 6 6 % 8 8 93% % % % 9 % 5 9 9 9 3 % % % 2 2 2 % % 1 8 9 7 0 0 9 9 9 9

3 Fixed 9 8 9 9 8 8 Route 40% Goal

30% 88% ACCESS 20% Goal

10%

0% Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19

Fixed Route ACCESS Fixed Route Goal ACCESS Goal

Higher is better

Prepared by Ebonie Wingo 12 Miles Between Road Calls

45,000

40,000

35,000

30,000

25,000 8 2 7 20,000 , 7 10,000 9 8 3 4

, Fixed Route 1 6 9 3 Goal 2 , 2

15,000 3 0 4 4 ,

8 12,000 6 4 6 3 9 2 9 ACCESS 3 , 2 , 0 10,000 0 1 7 , 0 7 2 Goal 5 1 6 9 2 9 2 1 8 0 1 4 , 8 4 , 1 0 8 1 8 , 9 , 6 7 4 1 5 7 5 2 2 5 1 5 1 7 7 4 2 1 , 8 , 1 1 , , 1 1 , 8 , 4 4 3 2 2 3 2 2 , , 2 1 2 7 1 8 1 1 1 , 1 6 1 1 5,000 1 4 3 0 1 , 8 8 , 1 1 9 8 0 9 , 1 , 1 6 1

- Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19

Fixed Route ACCESS Fixed Route Goal ACCESS Goal

Higher is better

Prepared by Ebonie Wingo 13 Preventable Collisions per 100K Miles

1.60

1.40

1.20

1.00

0.80

1.35 Fixed 0.60 Route Goal 0 9 4 . 2 8 0 8 7 . 7 0.50 . 7 0 0.40 7 0 . .

0 ACCESS 0 0 8 6

5 Goal 5 . . 5 0 . 0 0 9 8 7 3 3 3 0.20 . . . 0 0 0 0 9 9 8 2 1 1 1 . . . . 0 0 0 0 ------Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19

Fixed Route ACCESS Fixed Route Goal ACCESS Goal

<$1,000/ Vehicle towed/ Medical attention Lower is better

Prepared by Ebonie Wingo 14 Preventable Collisions / Incidences per 100k Miles 3.00

2.50

2.00

1.50 4 3 5 5 . . 2 2 1.35 Fixed 1.00

0 Route 8 . 5 Goal 1 6 . 1 4 8 3 . 2 8 . 1

1 0.50 1 . 1 5

1 ACCESS 9

0.50 4 9 . . 7 7 5 8 4 4 2 0 . 0 7

7 Goal 7 7 7 . . 7 . 0 . . . 6 0 0 0 0 0 0 5 . 0 ------Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19

Fixed Route ACCESS Fixed Route Goal ACCESS Goal

Lower is better

Prepared by Ebonie Wingo 15 Non-Preventable Accidents per 100k Miles

8.00

7.00

6.00

5.00

4.00 8 5 . 7

3.00 0 7 5 4 . . 5 5 0 4 . 2.00 4 5 2 9 . 7 2 0 . 2 5 4 4 7 2 3 . . . 1 1 2 2 . 2 9

1.00 2 . 1 4 6 8 7 5 3 5 5 5 5 7 6 9 5 8 2 6 3 ...... - - - - 0 0 1 3 1 4 2 1 2 - Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19

Fixed Route ACCESS

Prepared by Ebonie Wingo 16 PLANNING, OPERATIONS & MARKETING COMMITTEE INFORMATION ITEM Item: Customer Care Report Meeting Date: August 19 2019

Detra Whitmore, Vice President Administration will give an update on Customer Care. PLANNING, OPERATIONS & MARKETING COMMITTEE INFORMATION ITEM

Item Number: July 2019 Customer Care Report Meeting Date: August 19, 2019

CALL OVERVIEW

 In July, there were 27,358 calls to the Customer Care Department

 60.19% were answered immediately (16,467)

 5.52% were abandoned (1,515)

 52.08% of the abandoned calls were in the queue less than 60 seconds (789)

 The Average Wait Time was 47 seconds

 86.09% of all calls were answered within our 1-minute goal (20,253)

 66.76% of the calls were Access

 882 English TEXRail calls

 78 Spanish TEXRail calls

 199 English ZIP ZONE calls

 7 Spanish ZIP ZONE calls

17 BUS SUMMARY

Commendations and Complaints 41 Total Reports:  1 Commendation  18 Invalid Complaints (researched and found to be Valid Bus untrue) Complaints  22 Valid Complaints o 5 – Customer Service 44.00% Skills – Operator Bus Commendation o 5 – Driving (wide turn, 54.00% speeding) o 4 – Passed By o 3 – Service Interruption o 2 – Incorrect Route Invalid Bus o 1 – Odor on Bus 2.00% Complaints o 1 – ADA (service animal) o 1 – Bus Early

Customer Care Call Stats

8,000

5,500

3,166 3,087 2,888 3,173 2,833 3,142 3,000 2,654 3,285 2,691 2,873 2,538 2,383 500 February March April May June July 2018 2019

18 ACCESS SUMMARY

Commendations and Complaints 8 Total Reports:  2 – Commendations  6 – Valid Complaints 2 – Vehicle Late 25.00% o o 1 – No Show (driver didn’t see passenger) Commendations o 1 – Driving (bad turn) o 1 – Ride Around Time o 1 – Incorrect Vehicle Sent (not wide enough for wheelchair)

75.00% Valid Complaints

Customer Care Call Stats 26,000 24,000 22,000 18,853 20,000 18,265 17,385 18,000 17,169 15,858 16,345 16,000 16,885 16,016 16,589 14,000 15,983 14,868 16,123 12,000 February March April May June July FY2018 FY2019

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ACTION ITEMS

21 22 PLANNING, OPERATIONS & MARKETING COMMITTEE ACTION ITEM Item Number: POM2019-31 Meeting Date: August 19, 2019 Item Title: 2020 Regional Transit Onboard Travel Survey Interlocal Agreement between North Central Texas Council of Government (NCTCOG) and Trinity Metro

BACKGROUND

The Federal Transit Administration (FTA) recommends the North Central Texas Council of Governments (NCTCOG) complete a Regional Transit Onboard Travel Survey approximately every five years. Historically, Trinity Metro has participated with Dallas Area Rapid Transit (DART), Denton County Transportation Authority (DCTA) and NCTCOG to share in the local match for funding this study in 2008 and 2014. NCTCOG postponed the study for Trinity Metro to Fall of 2020 to allow TEXRail ridership more time to grow and new commuter rail passenger travel patterns to stabilize.

The Regional Transit Onboard Survey will gather data on passenger transit travel patterns and choices including modes (type of transit vehicle), origins, destinations, times, fares and rider’s household demographic characteristics such as race/ethnicity, household income, number of personal vehicles, and work/student status. The data is necessary to inform the regional air quality conformity computer model, transit agency planning decisions and FTA reporting requirements for transit agencies such as Title VI equity analysis.

NCTCOG will issue a request for proposal (RFP) in September 2019, select a firm in October 2019 and seek approval from their executive board in December 2019, with notice to proceed issued by January 2, 2020. Survey design and testing would occur during the Winter of 2020. Formal surveys would be conducted onboard DART in the Spring of 2020 followed by Trinity Metro (including TEXRail) and DCTA during the Fall of 2020. Local survey results would be available by December 2020 with a full region wide report complete by Summer of 2021.

FINANCE

NCTCOG will contract with a consultant to administer the survey throughout the region estimated to cost $1,850,000. The local contribution of $925,000 is divided among the three agencies based on proportion of ridership, with DART contributing $810,000, Trinity Metro contributing $100,000 and DCTA contributing $15,000. Funds have been included in the proposed FY2020 budget. The remainder of funding will be obtained through the Texas Department of Transportation (TXDOT) Surface Transportation – Metropolitan Mobility Funds (STP-MM). Due to the timing of grant receipts anticipated in summer of 2020, NCTCOG has requested local funds in advance to begin the project.

23 24 PLANNING, OPERATIONS & MARKETING COMMITTEE ACTION ITEM Item Number: POM2019-32 Meeting Date: August 19 2019 Item Title: Strategic Communications, Marketing Strategy Services, and Government Relations

BACKGROUND

Trinity Metro is continuing to develop a comprehensive plan of action for strategic communications, marketing strategy services, and government relations. In this regard, Trinity Metro’s Marketing and Communications, and Government Relations staff seeks to supplement efforts to procure a range of strategic communications and government relations services from a firm to assist in a range of services from data and insight, social media, stakeholder engagement, corporate communications, strategy/positioning to government relations support/assistance at the local, state, and federal level.

REQUEST FOR PROPOSAL (RFP)

In accordance with Trinity Metro’s Procurement Policy, Request for Proposal (RFP-19-T050) for Strategic Communications, Marketing Strategy Services was issued and advertised on Trinity Metro’s website. The RFP was issued to establish a contract for a firm to provide support services for a two-year term with two one year options to renew. Proposal responses were received from 2 firms:

NAME OF FIRM ANNUAL COST PROPOSED

MosaicStrategyPartners,LLC $120,000 ThreeBox $420,000

Based on established criteria, Mosaic Strategy Partners, LLC was selected as the firm with the highest score.

FINANCING

The annual cost for the contract term is $120,000. Funds are available in Trinity Metro’s FY2020 proosedOperating Budget to finance this contract. Funding for the second year will be included in the next year’s budget.

PROCUREMENT

Trinity Metro’s Procurement Department has followed procurement policy with the Request for Proposal and is in compliance with all applicable Federal, State, and Trinity Metro procurement requirements.

25 26 27 PLANNING, OPERATIONS & MARKETING COMMITTEE ACTION ITEM Item Number: POM2019-34 Meeting Date: August 19, 2019 Item Title: Vehicle Digital Video Recording Equipment and Services

BACKGROUND

Trinity Metro has a requirement to replace two separate digital/analog video recording systems with a single, leading edge system throughout our bus and paratransit fleet. This equipment supports strategies that improve recording capacities with nearly 200 fleet vehicles including buses and paratransit vehicles. The new Digital Recording Equipment will offer a turnkey solution for recording video and providing live look-in capabilities, including the option to purchase and install next generation support equipment, as may be required for the fleet.

The replacement equipment will improve recording and communications with the fleet and offer higher performance and security, for mission critical applications in public safety, transit, and field services.

PROCUREMENT In accordance with Trinity Metro’s Procurement Policy, a Request for Proposal (RFP), 19-T046 Vehicle Digital Video Recording Equipment “DVR” Replacement Equipment and Services was issued on July 18, 2019. Four (4) proposals were received from: Supplier ProposedPrice 1. ApolloVideoTechnology $954,232.00 2.SafetyVision $421,618.74 3. Seon Design (USA) Corp. dba SafeFleetBus&Rail $465,275.20 4. Transit Solutions, LLC $ 567,880.00

All proposers responded with proposals that were compliant with applicable procurement requirements. A committee representing Trinity Metro evaluated the proposals and determined that Seon Design (USA) dba Safe Fleet Bus & Rail provided a complete solution at a reasonable price point and allows for direct camera upgrades in the future without the need to replace the newly installed equipment. FINANCING Funding for this Capital Project will be requested in the FY2020 Capital Budget. Federal grant funding is available to cover 80% of the project costs.

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