Board Box APRIL 21, 2015

ITEM BOARD BOX ITEM STAFF PAGES RECAP OF RECENT LEGISLATIVE ACTIVITIES FOR 1. A. COLAIACE 2-3 APRIL 2015 OUT OF STATE TRAVEL UPDATE FOR MARCH 2. C. MOTTA 4-5 2015

3. SAFETY UPDATE FOR FEBRUARY 2015 M. GREENWOOD 6-7

RECAP PROCEEDING OF MARCH 23, 2015 4. D. CISCO 8-9 BOARD MEETING

5. UPDATE ROLLING BOARD AGENDA CALENDAR F. JEWELL 10-11

6. ORIGIN TO DESTINATION SURVEY RESULTS F. JEWELL 12-13

7. METRO LINE 460 SERVICE IMPACT F. JEWELL 14

8. FREE FARE PROGRAM USAGE M. AVANCENA 15-18

KEY PERFORMANCE INDICATORS FEBRUARY 9. M. THOMPSON 19-25 2015

10. FINANCIAL REPORT FOR FEBRUARY 2015 H. RODRIGUEZ 26-41

EXECUTIVE SUMMARY UPDATE FOR FEBRUARY S. CHANG/S. KELLEY/M. 11. 42-45 2015 AVANCENA /D. FOSTER

12. OPERATIONS R EPORT FOR FEBRUARY 2015 M. THOMPSON 46-58

B O A R D B O X I T E M # 1

APRIL 21, 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: Access Board of Directors Chair Doran Barnes, Executive Director Shelly Verrinder and I traveled to Washington, DC recently to meet with members of the Los Angeles County Congressional delegation to discuss the ordinated fare system and to

Department of Transportation in early March. Many of the offices were supportive of be better for our customers if Access was allowed to keep its current coordinated fare system, which has been in place for 20 years. We will continue working with our legislative delegation on this issue going forward.

Local Legislative Activities: On April 9, Shelly Verrinder, Faye Moseley and I attended a Stand Up 4 Transportation Event in Long Beach. This event, which was conceived by current APTA Chair and incoming Metro CEO Phil Washington, was designed to focus attention on infrastructure and transit needs in the United States and encourage Congress to pass a long-term bill that can meet those needs. Hundreds of similar events held around the United States generated a significant amount of media attention on this important issue.

Attendees to the event, which was held near the water in front of the Queen Mary, heard from a number of transit and elected officials. Long Beach Transit CEO Kenneth McDonald kicked things off with a rousing call to action for more transportation and transit funding. He was followed by Congressman Alan Lowenthal; Congresswoman Janice Hahn; Long Beach Mayor Robert Garcia and a number of other officials who urged Congress to finally act on a funding bill that will meet the infrastructure needs of the United States.

Other local legislative activities included:

 Staff attended a Los Angeles Current Affairs Form that featured newly- elected County Supervisor Sheila Kuehl;

 Access staff met with Javier Hernandez, who is serving as a Transportation Deputy for County Supervisor Hilda Solis. We had a great discussion about

If you have any concerns or questions, please feel free to contact me at 213/270- 6007.

B O A R D B O X I T E M # 2

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: CHARLENE MOTTA, ADMINISTRATIVE ASSISTANT

RE: OUT OF STATE TRAVEL UPDATE FOR MARCH 2015

The following is a list of out-of state meetings for March and April 2015.

APTA 2015 Legislative Conference

Washington, DC March 7-11, 2015

The below mentioned Access Services staff member traveled to Washington, DC to be a part of the APTA 2015 Legislative Conference. The conference focus was to educate members on important federal legislation and policy initiatives; provide members with opportunities to shape future industry positions and federal

advocacy efforts with U.S. Congress and Administration Executives.

Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs Alfredo Torales, Special Projects Administrator, Operations

StrataGen User Conference

Nashville, Tennessee March 3-6, 2015

The below mentioned Access Services staff members traveled to Nashville, Tennessee, for the StrataGen User Conference. StrataGen management unveiled which was slated to be released later this year. This intuitive solution will help address the day-to-day dispatch challenges most agencies face such as providing efficient and reliable service due to a growing demand. Digital Dispatch Systems (DDS) also offered a glimpse of the upcoming changes to their mobile data hardware computers which are installed in all Access vehicles.

Ruben Prieto, Systems William Tsuei, IT Manager

Dynamic Fare System Meetings

Washington, DC March 30, 2015 April 1, 2015

The below mentioned Access Services staff members and Board Chair, traveled to Washington, DC, for meetings with the Los Angeles County Congressional Delegation and other legislative staff in the U.S. House and Senate to discuss FTA concerns with Acces

Shelly Verrinder, Executive Director Andre Colaiace, Deputy Executive Director of Planning & Governmental Affairs Doran Barnes, Access Services Board Chair

B O A R D B O X I T E M # 3

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: MIKE GREENWOOD, DIRECTOR OF SAFETY & RISK MANAGEMENT

RE: SAFETY UPDATE FOR FEBRUARY 2015

Key Safety Indicators

bruary 2015 was 0.56 preventable collisions

slightly above the target of 0.50.

The total number of preventable collisions in February was 19, up from 15 in preventable collision rate over the last 13 months continues to be favorable.

Department Activities

In February, the Safety & Risk Management Department accomplished the following:

 Implemented a new training video focusing on the dangers of running red lights;  Held its monthly Safety Steering Committee Meeting with service providers;  One staff member attended the Service Animal Subcommittee meeting;  One staff member attended US DOT Substance Abuse Management and Program Compliance Training;  One staff member attended the Los Angeles County Alliance Evacuation/ Transportation Working Group Meeting;  Two staff members attended Bloodborne and Airborne Pathogen Training;  Two staff members attended Everbridge Incident Notification Training;  Road Safety Inspectors conducted 115 driver observations and 110 vehicle inspections; and  Staff conducted five root cause reviews in response to collisions or incidents.

B O A R D B O X I T E M # 4

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: DONNA CISCO, ADMINISTRATIVE MANAGER/BOARD LIAISON

RE: RECAP PROCEEDING OF MARCH 23, 2015 BOARD MEETING

RECAP OF PROCEEDINGS BOARD OF DIRECTORS MEETING

MONDAY, MARCH 23, 2015

ACCESS SERVICES HEADQUARTERS Council Conference Room, 3rd Floor 3449 Santa Anita Avenue El Monte CA 91731

ITEM SUBJECT ITEM ACTION TAKEN NO.

3 CLOSED SESSION None

Review & Approval of Minutes From the Board Meeting 5 Approved On February 23, 2015 Consideration to Extend Term and Increase Funds Approved/On 8-a Information Technology Consulting and Services Consent Calendar Contract (AS-3039) Consideration to Extend Term and Increase Funds Approved/On 8-b Internet Services with Cogent Communications Consent Calendar (AS-2940) Consideration to Renew Free Fare Program Agreement Approved/On 8-c with Los Angeles Department of Transportation Consent Calendar Consideration to Approve contract Modification for Approved/On 8-d Data Center Co-Location Contract (AS-3650) Consent Calendar

9 Consideration to Approve Origin to Destination Policy Approved

Consideration to Approve Forwarding Proposed 10 Dynamic Fare System for Public Hearing and Advisory Approved Committee Input Consideration to Approve Extension of West Central Approved 11 Area Service Contract with California Transit, Inc. (AS-

2364) 12 Parents with Disabilities Update Presentation

13 Information

B O A R D B O X I T E M # 5

APRIL 21, 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.

May 18, 2015 Location TBD

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

Consideration to Approve Vehicle Purchase

Consideration to Approve Short Range Transportation Plan

Consideration to Approve Event Data Recorder System

Consideration to Approve Amendment to Eligibility Determination Contract

Consideration to Approve Amendment to Service Provider Contracts

Consideration to Approve Contract for Eligibility Appeals

Consideration to Approve Drug & Alcohol Consultant Services Reasonable Modification and Beyond the Curb Consideration to Approve Policies

June 15, 2015 Membership Meeting Southern California Association of Governments (SCAG) 818 West 7th Street, 12th FL, Los Angeles CA 90017

Item Description Consideration to Approve Fare Policy Recommendations

Consideration to Approve Short Range Transportation Plan

June 29, 2015 Metro Board Room, One Gateway Plaza Item Description Consideration to Approve FY2015/16 Budget

Consideration to Approve Executive Director Compensation

Consideration to Approve FY2015/16 Vehicle Purchases

B O A R D B O X I T E M # 6

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER

RE: ORIGIN TO DESTINATION SURVEY RESULTS

In order to gauge the impact of prov the Curb), staff engaged the services of The Fairfax Research Group to conduct a telephone survey of Access Riders. The intent of the survey was to

 Examine perceptions of the current curb-to-curb service.  Measure the need for and interest in the beyond the curb service.  Determine the likelihood of the riders applying for the beyond the curb service given the requirements of the application process.  Identify concerns with potential limits and consequences of the beyond the curb service. The survey targeted frequent Access riders with a sample size of 300 and a sampling error of +/- 5.7 percentage points.

Key results of the survey indicate that

 Between 39% and 55% of the frequent Access riders are very likely to apply for beyond the curb service.  Eight in ten of the riders (81%) indicated that the potential increase in travel time resulting from the implementation of beyond the curb service would not bother them.  Over eight in ten of the riders (86%) said they would be comfortable if the driver left them alone in the vehicle to help another rider to or from the door. Similarly, 82% of the riders claimed they would be comfortable if the driver left them in the vehicle with other passengers.  Almost three quarters of the riders (72%) who expressed a need for beyond the curb assistance from the drivers said they need it because of difficulties arising from their disability, physical limitations or health.

These and other findings from the survey will be used by staff to project financial and operational impacts to the overall service. 12

The entire survey can be seen at the following link http://accessla.org/uploads/files/Access%20Beyond%20the%20Curb%20Service%20 Survey%20Final%20Report%204-1-15.pdf

B O A R D B O X I T E M # 7

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: F SCOTT JEWELL, CHIEF OPERATING OFFICER

RE: METRO LINE 460 SERVICE IMPACT

Metro has been considering shortening/eliminating its Line 460 which provides local/express service between downtown Los Angeles and Disneyland in Orange County. Accordingly the impact of this change means that the corresponding ADA service area requirements that Access is responsible for would also be reduced. The Access Board requested that staff provide the following analysis if that change was made.

There are a few locations along the line (within Orange County) which could be considered as trip generators. The table below indicates the total and average daily ridership for those locations as well as the entire Orange County ADA service area portion of the line.

3 month Avg. Daily 3 month Avg. Daily total trips Trips total trips Trips Facility Address City (pickup) (pickup) (drop-off) (drop-off) Braille Institute - Orange County 527 N Dale Ave Anaheim 1,832 20.4 1,847 20.5 1313 S Harbor Disneyland Blvd Anaheim 899 10.0 1,054 11.7 Knott's Berry 8039 Beach Buena Farm Blvd Park 447 5.0 307 3.4 Hope Center for the Arts 800 S Lemon St Anaheim 274 3.0 277 3.1 ALL addresses 5,073 56.4 5,071 56.3

Elimination/reduction of Metro Line 460 may not necessarily translate into a reduction of Access trips. Riders who currently travel to/from the affected service area may potentially still use Access to travel to a location (e.g. Los Cerritos Center) within

ADA service provider.

If Metro does proceed on eliminating/reducing the 460 Line staff will develop a

service area. Staff does not anticipate any change prior to August 2015. 14

B O A R D B O X I T E M # 8

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: MATTHEW AVANCENA, MANAGER OF PLANNING AND COORDINATION

RE: FREE FARE PROGRAM USAGE

At the March 2014 Board of Directors meeting, Board member Daniel Levy requested a report on Access customer usage of the Free Fare program including reimbursements to participating Free Fare program partners. Additionally, Director Levy requested that this information be reported in future Board Boxes.

Background:

paratransit ridership diversion strategy to encourage Access customers to use accessible bus or rail service when they are able to. The Free Fare Program allows Access customers to ride the bus or rail free of charge. In return, Access reimburses many free fare partners for the cost of the trip, typically the cash fare for elderly and/or disabled riders charged by the participating transit agency. By doing so, Access is able to realize significant cost savings by encouraging Access customers to use significantly less expensive fixed route service for some or most of their trips.

The program, which began in 2000 with three partner agencies and 732 boardings in its first year, has now expanded to 23 participating agencies and over 2.7 million boardings per month.

Access customers use their Transit Access Pass (TAP) enabled customer identification card when boarding fixed route, rail or commuter rail. For non-TAP enabled systems, customers present their ID Card as a flash pass. TAP allows Free Fare partners to accurately track and record the number of Access customer boardings on their system. In non-TAP systems, boardings are generally tallied manually by the driver on the farebox.

The following municipal and local transit operators are participants in the Free Fare program:

Reimbursed Not Reimbursed Antelope Valley Transit Authority Carson Transit Beach Cities Transit Downey Link Culver City Bus Los Angeles Metro El Monte Transit Palos Verdes Peninsula Transit Authority Foothill Transit Santa Clarita Transit Gardena G-Trans West Hollywood Transit Glendale Beeline Huntington Park COMBI LADOT DASH and Commuter Express Long Beach Transit Metrolink* Montebello Bus Lines Monterey Park Spirit Norwalk Pasadena ARTS Santa Monica Big Blue Bus

*Metrolink is directly reimbursed by Metro at a flat rate of $2 million per year. Access does not receive Metrolink boarding data.

The following table represents the number of Free Fare boardings and annual reimbursement costs for January 2014 through December 2014.

Trip Diversion Rate Free Fare Program TOTAL (12 months; Jan - Dec 2014) Avg. Reimbursement 10% Partners Passenger Count Reimbursed Per Trip Passenger Projected Savings Long Beach 1,071,800 $ 643,080.00 $ 0.60 107,180 $ 3,644,120.00 Foothill 1,064,242 $ 532,121.00 $ 0.50 106,424 $ 3,618,422.80 Santa Monica 828,230 $ 430,556.50 $ 0.52 82,823 $ 2,815,982.00 Montebello 925,745 $ 462,872.50 $ 0.50 92,575 $ 3,147,533.00 LADOT 1,469,466 $ 407,326.53 $ 0.28 146,947 $ 4,996,184.40 Antelope Valley 197,005 $ 243,402.00 $ 1.24 19,701 $ 669,817.00 Gardena 264,613 $ 92,614.55 $ 0.35 26,461 $ 899,684.20 Norwalk 133,940 $ 80,364.00 $ 0.60 13,394 $ 455,396.00 Culver City 223,249 $ 78,137.15 $ 0.35 22,325 $ 759,046.60 Pasadena 134,218 $ 46,976.30 $ 0.35 13,422 $ 456,341.20 Torrance 129,297 $ 32,324.25 $ 0.25 12,930 $ 439,609.80 *Metro 27,387,004 $ - $ - 2,738,700 $ - Glendale 233,223 $ 117,882.00 $ 0.51 23,322 $ 792,958.20 Monterey Park 67,707 $ 17,880.25 $ 0.26 6,771 $ 230,203.80 El Monte 28,043 $ 14,021.50 $ 0.50 2,804 $ 95,346.20 Beach Cities 12,280 $ 6,140.00 $ 0.50 1,228 $ 41,752.00 Huntington Park 5,645 $ 2,822.50 $ 0.50 565 $ 19,193.00

TOTAL (Without Metro TAP Data) 6,788,703 $ 3,208,521.03 $ 0.47 678,870 $ 23,081,590.20 Includes *Metro TAP 34,175,707 $ 3,208,521.03 $ 0.09 3,417,571 $ 116,197,403.80

During this 12 month period, Access spent approximately $3.2 million on Free Fare reimbursements to agencies, excluding Metrolink. Free fare partners (excluding Metro) recorded over 6.7 million Access customer boardings on their system. Metro, also a Free Fare participant, does not request reimbursement from Access and recorded over 27 million boardings or over 2.2 million boardings per month.

Regional Savings:

Free Fare or similar fare incentive programs are not new and have been successfully

paratransit system (Access-A-Ride) contacted Access staff in 2013 to ask for assistance in implementing a similar program to help mitigate increased ADA paratransit costs. The Massachusetts Bay Transit Authority (MBTA) implemented Free Fare in 2008. MBTA has reported savings of up to $18.4 million (per year) assuming that 50% of free fare trips are diverted from ADA paratransit.

Applying a very conservative 10% trip diversion rate that is 10% of all Free Fare trips are diverted from ADA paratransit the Los Angeles County region saves approximately $112 million per year. This is calculated by taking 10% of all Free Fare cost per trip rate of $34, minus the cost of the Free Fare program.

10% x 34,175,707 = 3,417,571 3,417,571 x $34 = $116,197,403 $116,197,403 - $3,208,521 = $112,988,882 17

Any assumption of a higher diversion rate would substantially increase the cost savings to the region.

Ridership Statistics:

Based on February 2015 TAP data, staff was able to glean the following ridership information:

 The average Access customer takes 1.38 free Fare trip per day or 39 trips month.  The most heavily used bus line is MTA Local Route 204 which serves the Hollywood, Koreatown and Athens area. Line 204 recorded 65,131 Free Fare boardings in February 2015.  The most heavily used rail line is the Red Line with 100,069 boardings.  Peak (weekday) travel times on Free Fare is 12 noon, Monday through Friday.  Peak (weekend) travel times are 11:00 a.m. Saturday and 1:00 p.m. Sunday.  Weekday average boarding is 121,691.  Weekend average boarding is 71,679.  10% of customers ride Access paratransit exclusively.  19% of customers ride Access and Free Fare.  29% of customers ride Free Fare exclusively.  42% of customers do not use Access or Free Fare.

B O A R D B O X I T E M # 9

APRIL 21, 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 FEBRUARY 2015. 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.

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.

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.

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.

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.

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.

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.

B O A R D B O X I T E M # 1 0

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: HECTOR RODRIGUEZ, CONTROLLER

RE: FINANCIAL REPORT FOR FEBRUARY 2015

Attached for your review are the draft financial reports for February 2015.

Approved FY 2014/15 Budget to Actual Fiscal Year-to-Date Comparison:

 Passengers: 1.1% over budget  Contract Revenue Miles: 2.3% over budget  Trips: 0.6% over budget  Completed Eligibility Interviews: 0.9% over budget  Average Trip Distance: 1.7% over forecast at 9.29 miles  Total cost per Passenger (before depreciation): 1.9% under budget  Administration Function is 9.5% under budget  Eligibility Determination Function is 1% over budget  Paratransit Operations Function is 0.6% under budget

Attached are the following reports for your review:

 Statistical Comparison: February 2014 to February 2015  Expenses by Functional Area  Budget to Actual Comparison of Statistics  YTD Budget Results  Graph: YTD PAX Cost Comparison  Detailed Financial Reports

Expenses by Functional Area For the YTD Period Ending February 2015

% Over % of YTD YTD Cost Actual Budget Variance Budget

Paratransit Operations 88.3% $77,460,927 $77,894,112 $(433,185) (0.6)% Eligibility Determination 7.0% $ 6,111,406 $ 6,053,546 $ 57,860 1.0%

CTSA/Ride Information 0.4% $ 353,569 $ 314,186 $ 39,383 12.5%

Administrative 4.3% $ 3,800,880 $ 4,201,020 $ (400,140) (9.5)% Total Exp before Depreciation $87,726,782 $88,462,864 $ (736,082) (0.8)%

Statistics - - For the YTD Period Ended February 2015

% Over YTD YTD Actual Budget Variance Budget

Number of Completed Cert Interviews 41,927 41,645 282 0.9%

Number of PAX 2,677,735 2,648,831 28,904 1.1%

Number of Contract Revenue Miles 19,162,142 18,725,691 436,451 2.3%

Number of Trips 2,062,406 2,050,409 11,997 0.6%

Average Trip Distance 9.29 9.13 0.16 1.7%

Purchased Transportation Cost

Cost per Trip $ 34.14 $ 33.73 $ 0.41 1.2%

Cost per PAX $ 26.29 $ 26.11 $ 0.19 0.7%

Cost per Contract Rev Mile $ 3.67 $ 3.69 $ (0.02) (0.5)%

Total Cost per Pax before depreciation $ 32.76 $ 33.40 $ (0.64) (1.9)%

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

YTD YTD Variance %Over %Over Actual Budget Over Budget Previous Yr. Budget Total Exp before Capital as of February 2015 $ 87,726,782 $88,462,864 $ (736,082) (0.8)% 0.3% Revenue Passenger Fares 5,951,573 6,227,991 (276,418) Other Revenue 430,725 306,392 124,333 Total Revenue $ 6,382,298 $ 6,534,383 $ (152,085) (2.3)% 11.5%

Capital Expenditures Vehicles 8,339,298 8,301,941 37,357 Other Capital Expenditures 711,109 711,118 (9) Total Capital Expenditures $9,050,407 $ 9,013,059 37,348 0.41% 0.03%

Under Budget as of February 2015 $ (698,734)

YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 $ 32.84 $ 32.71 $ 32.68 $ 32.64 $ 32.66 $ 32.81 $ 32.90 $ 33.06 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 $ 31.42 $ 32.28 $ 32.41 $ 32.30 $ 32.45 $ 32.58 $ 32.66 $ 32.76

Access Services Balance Sheet February 28, 2015 DRAFT

ASSET S

Current Assets:

Cash 36,187,497 Grant Receivable 0 Due from FTA 20,047,545 Due from MTA 55,194 Accounts Receivable-Miscellaneous 151,651 Employee Receivable-Miscellaneous 0 Prepaid Expenses 1,605,634 Deposits 6,925

Total Current Assets 58,054,446

Long Term Assets:

Property and Equipment: Vehicles & Vehicle Equipment 32,835,282 Office Furniture and Equipment 231,435 Computer & Telephone Equipment 2,686,647 Central Reservation Software/IVR 2,451,884 Leasehold Improvements 162,015 Total Property and Equipment 38,367,263 Accumulated Amortization & Depreciation (22,029,791)

Property and Equipment, Net 16,337,471

Total Long Term Assets 16,337,471

TOTAL ASSETS 74,391,918

Access Services Balance Sheet February 28, 2015 DRAFT

LIABILITIES AND NET ASSETS

Current Liabilities:

Accounts Payable-Trade 2,710,395 Accounts Payable-Providers 8,167,742 Unfunded Pension Liability 2,040,837 Insurance Reserve 3,206,259 Accrued Expenses 1,161,671 Other Liabilities 0

Total Current Liabilities 17,286,904

Other Liabilities: Deferred Revenue 57,518,396

TOTAL LIABILITIES 74,805,300

Net Assets: Temporarily Restricted (413,382)

TOTAL LIABILITIES AND NET ASSETS 74,391,918

Access Services Statement of Cash Flow For Period Ending February 28, 2015

Cash Beginning Balance 2/1/15 37,370,484

Cash Receipts: Proposition C revenue from LACMTA 6,193,983 FTA Funding Received 2,696,477 CMAQ Grant Passenger fare/coupons/ID revenue 806,950 Interest income 216 Miscellaneous revenues 72,479 Total Cash Received 9,770,106

Cash Payments: Vehicles/Vehicle equipment 553,326 Capital Equipment 943 Prepaid expenses/deposits 254,519 Payments to contract providers 8,427,285 Eligibility Determination expenses 434,845 Salaries and related benefits 575,431 Other expenses 706,743

Total Cash Payments 10,953,092

Increase (Decrease) in Cash Reserves (1,182,986)

Cash Ending Balance 2/28/15 36,187,497

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.

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET

ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

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 9,880,970 10,269,297 (388,327) 80,913,183 81,411,917 (498,734) 122,521,472 66.04% Funding Sources for Capital & Committed Expenses : FY 14/ 15 Prop C 1,470,136 1,469,183 953 2,822,294 2,779,248 43,046 9,107,000 30.99% Prior Fiscal Years - Allocated Carryforward Funds - Capital 0 0 0 6,228,113 6,233,811 (5,698) 10,795,271 57.69% Section 5317 for New Freedom Grant 17,574 0 17,574 122,823 0 122,823 116,810 105.15% JARC Grant (Access to Work) (40,001) 0 (40,001) 308,478 0 308,478 $1,056,729 29.19% Prior Fiscal Years - Allocated Carryforward Funds - Expenses 0 45,720 (45,720) 0 516,564 (516,564) 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 1,447,709 1,514,903 (67,194) 9,481,708 9,529,623 (47,915) 22,535,439 42.07% Interest/ Miscellaneous Income 6,982 5,833 1,149 56,131 46,667 9,464 70,000 80.19% MTA - Shuttle Reimbursement 602 605 (3) 9,722 9,725 (3) 75,000 0.00% Disposal of Vehicles 82,165 0 82,165 364,873 250,000 114,873 250,000 145.95% Passenger Fares 804,380 785,954 18,426 5,951,573 6,227,991 (276,418) 9,401,892 63.30%

TOTAL - REVENUE FUNDING SOURCES 12,222,808 12,576,592 (353,784) 96,777,189 97,475,923 (698,734) 154,853,803 62.50% Less : Total Capital Expenditure During FY 14/ 15 (1,470,136) (1,470,136) (9,050,407) (9,050,407) Revenue Recognition for FY 14/ 15 Depreciation 592,083 592,083 4,431,574 4,431,574 TOTAL - REVENUE RECOGNITION 11,344,755 12,576,592 (1,231,838) 92,158,357 97,475,923 (5,317,567) 154,853,803

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

EXPENDITURES: PARATRANSIT OPERATIONS - DIRECT COST Purchased Transportation Services - Regular Trips 8,342,236 8,398,006 (55,770) 68,311,418 66,805,117 1,506,301 101,003,141 67.63% Fuel Surcharge (58,564) 133,852 (192,416) (147,685) 1,107,588 (1,255,273) 1,581,754 -9.34% Purchased Transportation Services - Adults With Children 20,159 20,160 (2) 120,309 120,315 (6) 416,207 28.91% Purchased Transportation Services - Access To Work 82,617 115,457 (32,840) 690,712 877,575 (186,863) 1,718,219 40.20% Communications - Telephone/ Data Transmission 128,221 147,396 (19,175) 1,182,403 1,179,167 3,237 1,768,750 66.85% Phone & Computer System Maintenance/ License & Consulting 84,302 110,975 (26,673) 658,803 880,325 (221,522) 1,329,700 49.55% Salaries & Related Benefits - Customer Svc & Complaint Response 113,377 109,253 4,124 895,251 867,341 27,910 1,284,331 69.71% Shuttle Service - MTA Elevator Maintenance 584 585 (1) 9,916 10,045 (129) 75,000 13.22% Contracted Call Center 61,316 59,167 2,149 516,214 473,333 42,881 710,000 72.71% OMC Weekend and Holiday Services 9,621 9,625 (4) 76,966 77,000 (34) 115,500 66.64% Vehicle Cost - Direct 4,067 4,480 (413) 81,671 82,980 (1,309) 286,302 28.53% Community Events and Materials-Safety Incentive Program 0 0 0 1,503 1,575 (72) 48,000 3.13% Office Rent 9,768 9,764 4 78,144 78,115 29 117,173 66.69% Insurance - Commercial 412,559 426,148 (13,589) 3,363,837 3,409,184 (45,347) 5,113,776 65.78% Travel & Conference 0 0 0 0 0 0 3,470 0.00% Other Professional Expense 1,600 1,600 0 2,996 4,130 (1,134) 100,315 2.99% Integrate Access Services to 511 (LA SAFE) 577 575 2 5,769 4,610 1,159 9,884 58.37% Office Supplies 348 635 (287) 4,764 5,080 (316) 7,620 62.52% Volunteer Driver Program 0 0 0 0 0 0 2,000 0.00% Security Contract - Metro/ LASD 16,667 16,667 0 133,333 133,333 (0) 200,000 66.67%

Total - Paratransit Operations - Direct Cost 9,229,453 9,564,344 (334,891) 75,986,325 76,116,813 (130,489) 115,891,142 65.57%

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET

ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

PARATRANSIT OPERATIONS - INDIRECT COST Salaries & Related Benefits - Operations 113,674 161,922 (48,248) 1,034,287 1,295,377 (261,091) 1,943,065 53.23% Communications - Telephone & Data Transmission 12,305 5,860 6,445 44,829 46,880 (2,051) 70,320 63.75% Other Professional Expense 0 0 0 360 0 360 100,000 0.36% Vehicle Costs - Indirect 6,087 6,807 (719) 49,467 55,568 (6,101) 71,000 69.67% Customer Satisfaction/ Free Fare Phone Survey 6,550 2,718 3,832 10,008 6,178 3,830 6,178 161.99% Metro Studio Design/ Marketing Services 10,231 9,575 656 80,885 74,892 5,994 94,400 85.68% Equipment/ Other Rental 0 0 0 0 0 0 8,000 0.00% Office Rent 12,637 12,637 (0) 101,096 101,099 (3) 151,648 66.66% Insurance - Commercial 1,991 1,570 421 13,878 12,561 1,317 18,842 73.66% Travel and Conference 0 0 0 7,458 7,460 (2) 27,000 27.62% Office Supplies 321 661 (340) 5,110 5,287 (177) 7,930 64.44% Community Events and Materials 6,765 6,475 290 29,934 53,507 (23,574) 106,200 28.19% Publications/ Printed Materials - Riders Communication 3,972 3,723 249 59,348 58,102 1,247 124,400 47.71% Postage/ Mailing 3,096 7,375 (4,279) 36,672 59,000 (22,328) 88,500 41.44% Professional Memberships 183 173 9 1,270 1,387 (117) 2,080 61.04%

Total - Paratransit Operations - Indirect Cost 177,813 219,497 (41,684) 1,474,602 1,777,299 (302,697) 2,819,564 52.30%

Total - Paratransit Operations Cost 9,407,267 9,783,841 (376,574) 77,460,927 77,894,112 (433,185) 118,710,705 65.25%

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

For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET

ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

OTHER ACTIVITIES ELIGIBILITY DETERMINATON Salaries & Related Benefits - Certification & Appeals 31,089 28,650 2,440 278,777 229,199 49,578 343,798 81.09% Eligibility and Appeal Contracts 468,009 392,384 75,625 3,380,961 3,120,905 260,056 4,723,728 71.57% Purchased Transportation Services - Certification Trips 174,405 199,929 (25,524) 1,288,197 1,535,649 (247,452) 2,357,627 54.64% Transportation Cost - Tethering Trips 111 1,250 (1,139) 925 10,000 (9,075) 15,000 6.17% Travel Training 43,092 45,799 (2,707) 369,838 366,391 3,447 549,586 67.29% Tether Strap Project 14,991 14,990 1 122,914 122,915 (1) 352,787 34.84% Metro Studio Design/ Marketing Services 4,335 3,333 1,002 34,274 26,667 7,607 40,000 85.68% Other Professional Expense 1,712 167 1,545 15,046 6,153 8,892 2,000 752.28% Communications - Telephone/ Data Transmission 12,036 9,090 2,946 79,669 72,720 6,949 109,080 73.04% Phone & Computer System Maintenance/ License & Consulting 0 0 0 0 0 0 0 n/ a Vehicle Costs - Mobile Certification 0 0 0 0 0 0 389 0.00% Repairs & Maintenance 0 0 0 0 0 0 0 n/ a Office Rent 4,671 4,674 (3) 37,368 37,395 (27) 56,093 66.62% Insurance - Commercial 5,111 5,321 (210) 40,816 42,565 (1,749) 63,847 63.93% Business Meetings & Meals 0 0 0 46 0 46 0 n/ a Travel and Conference 0 0 0 0 0 0 5,000 0.00% Office Supplies 180 496 (316) 4,061 3,967 94 5,950 68.25% Publications/ Printed Materials 6,523 2,743 3,779 319,725 317,570 2,156 537,379 59.50% Postage/ Mailing/ Courier 15,587 20,160 (4,573) 138,631 161,277 (22,646) 241,916 57.31% Professional Memberships 23 22 1 159 173 (15) 260 61.04%

Subtotal - Eligibility Determination 781,875 729,007 52,867 6,111,406 6,053,546 57,860 9,404,440 64.98%

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

For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15

MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET

ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

CTSA FUNCTION EDUCATION AND TRAINING Salaries & Related Benefits - CTSA 15,339 7,901 7,438 96,009 63,209 32,800 94,813 101.26% Scholarships Programs 0 0 0 4,590 4,590 0 6,885 66.67% Scholarships Programs, Education & Training Seminars 17,512 17,004 508 35,542 38,034 (2,492) 38,034 93.45% Other Professional Expense 0 0 0 0 0 0 0 n/ a Metro Studio Design/ Marketing Services 347 267 80 2,742 2,133 609 3,200 85.68% Communications - Telephone 378 248 130 2,870 1,980 890 2,970 96.63% Office Rent 549 549 (0) 4,392 4,395 (3) 6,593 66.61% Insurance - Commercial 40 31 8 278 251 26 377 73.66% Travel and Conference 0 0 0 933 900 33 2,000 46.67% Parking-Validations-CTSA 0 0 0 0 0 0 0 n/ a Office Supplies 55 159 (104) 1,315 1,273 41 1,910 68.83% Community Events and Materials 0 167 (167) 1,425 1,334 92 2,000 71.27% Publications/ Printed Materials 0 0 0 0 - 0 2,000 0.00% Postage/ Mailing 619 542 78 4,742 4,333 408 6,500 72.95% Professional Memberships 23 22 1 159 173 (14) 260 61.04%

Subtotal - Education and Training 34,861 26,889 7,972 154,996 122,607 32,390 167,542 92.51%

ACCESS RIDE-INFORMATION Salaries & Related Benefits - Ride-Information 19,482 19,981 (499) 168,142 159,850 8,292 239,774 70.12% Communications - Telephone 1,208 1,508 (299) 10,843 12,060 (1,217) 18,090 59.94% Phone & Computer System Maintenance/ License & Consulting 0 167 (167) 1,050 1,334 (284) 2,000 52.50% Travel and Conference 150 0 150 150 0 150 0 n/ a Office Rent 2,044 2,045 (1) 16,352 16,357 (5) 24,535 66.65% Office Supplies 52 118 (66) 929 940 (11) 1,410 65.87% Publications/ Printed Materials 0 0 0 0 0 0 0 n/ a Network Support 0 0 0 0 0 0 0 n/ a Postage/ Mailing 124 108 16 948 866 82 1,300 72.95% Professional Memberships 23 22 1 159 173 (15) 260 61.04%

Subtotal - Ride-Information 23,083 23,947 (865) 198,573 191,580 6,993 287,370 69.10% Subtotal - CTSA Function 57,944 50,837 7,107 353,5690.4% 314,186 39,383 454,912 77.72%

Total - Other Activities 839,818 779,844 59,974 6,464,975 6,367,732 97,243 9,859,352 65.57%

ACCESS SERVICES

STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

ADMINISTRATIVE Salaries & Related Benefits 322,412 355,377 (32,965) 2,601,595 2,857,816 (256,221) 4,320,809 60.21% Metro Studio Design/ Marketing Services 2,428 1,867 561 19,193 14,933 4,260 22,400 85.68% Communications - Telephone & Data Transmission 7,704 5,033 2,671 37,662 39,305 (1,643) 60,343 62.41% Office Rent 21,058 21,413 (356) 168,780 171,304 (2,524) 256,956 65.68% Insurance - Commercial 13,695 12,773 922 101,610 102,183 (573) 153,273 66.29% Insurance - Lawsuit Claims 0 0 0 0 0 0 0 n/ a Office Supplies 3,731 3,515 216 22,373 29,010 (6,637) 43,193 51.80% Promotional Events & Materials 0 0 0 0 0 0 0 n/ a Other Professional Services 87,584 97,842 (10,258) 537,668 613,642 (75,974) 843,093 63.77% Public Notice Advertising Expenses 1,652 1,650 2 8,115 8,115 (0) 10,000 81.15% Equipment/ Other Rental 0 208 (208) 1,217 1,667 (450) 2,500 48.69% Repairs & Maintenance 4,347 5,125 (778) 32,650 41,000 (8,350) 61,500 53.09% Postage/ Mailing/ Messenger 6,844 5,883 961 50,724 47,067 3,658 70,600 71.85% Publications/ Printed Materials/ Copying 3,320 2,667 653 8,918 25,978 (17,060) 38,217 23.34% Network Support/ Supplies 17,497 17,103 394 124,961 146,667 (21,706) 195,000 64.08% Subscription/ References 0 167 (167) 325 1,334 (1,009) 2,000 16.25% Professional Memberships 840 357 482 3,004 2,860 144 4,290 70.02% Board and Advisory Committee Compensation 3,583 3,963 (381) 28,890 33,667 (4,777) 38,000 76.03% Annual Meeting 0 0 0 0 0 0 16,000 0.00% Business Meetings & Meals 1,800 2,258 (458) 7,302 18,067 (10,765) 27,100 26.94% Travel and Conference 5,840 5,840 (0) 40,938 40,940 (2) 92,000 44.50% Mileage and Parking 505 308 197 2,933 2,467 466 3,700 79.26% Moving/ Relocation 0 0 0 138 0 138 0 n/ a Bank Interest 0 0 0 0 0 0 0 n/ a Other Expenses - bank charges, tax filing fees, etc. 750 375 375 1,886 3,000 (1,114) 4,500 41.91%

Total - Administrative Expense 505,587 543,724 (38,137) 3,800,8804.3% 4,201,020 (400,140) 6,265,474 60.66% TOTAL EXPENSES BEFORE AMORT. & DEPRECIATION 10,752,672 11,107,409 (354,737) 87,726,782 88,462,864 (736,082) 134,835,532 65.06% Amortization and Depreciation Expense 592,083 0 592,083 4,431,574 0 4,431,574 0 TOTAL EXPENSES AFTER AMORT. & DEPRECIATION 11,344,755 11,107,409 237,345 92,158,357 88,462,864 3,695,492 134,835,532 4.3% CAPITAL EXPENDITURES Property & Equipment 1,470,136 1,469,183 953 9,050,407 9,013,059 37,348 20,002,271 45.25% Total - Capital Expenditures 1,470,136 1,469,183 953 9,050,407 9,013,059 37,348 20,002,271 45.25%

Less: Amortization and Depreciation Expense (592,083) 0 (592,083) (4,431,574) 0 (4,431,574) 0

TOTAL EXPENSES AND CAPITAL EXPENDITURES 12,222,808 12,576,592 (353,784) 96,777,189 97,475,923 (698,734) 154,837,803 62.50% Uncommitted Carryforward from FY 13/ 14 (Estimated) 0 0 Sales of Veh. Proceeds over $5,000 Rollover from FY 13/ 14 0 16,000 TOTAL 12,222,808 12,576,592 (353,784) 96,777,189 97,475,923 (698,734) 154,853,803 62.50%

ACCESS SERVICES

STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

PROPERTY AND EQUIPMENT

152 VEHICLES - (Fleet Replacement) 1,430,762 1,430,765 (3) 2,671,088 2,671,095 (7) 8,807,000 30.33% Vehicle Equipment 957 0 957 43,058 0 43,058 0 n/ a

SUBTOTAL - VEHICLES - FY 14/15 1,431,718 1,430,765 953 2,714,146 2,671,095 43,051 8,807,000

13 VEHICLES - Minivan SECTION 16 (Fleet Replacement) 0 0 0 0 0 0 0 n/ a 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) 0 0 0 579,221 585,000 (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 0 0 0 5,625,152 5,630,846 (5,694) 9,591,446

COMPUTER SYSTEM HARDWARE/SOFTWARE REPLACEMENT & UPGRADE 38,418 38,418 (0) 108,148 108,153 (5) 400,000 0.00% SUBTOTAL - OTHER CAPITAL EXPENDITURES - FY 14/15 38,418 38,418 (0) 108,148 108,153 (5) 400,000

REGIONAL INTEGRATION OF PARATRANSIT RESOURCES PROJECT 0 0 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) 0 0 0 2,700 2,700 0 2,700 100.00%

SUBTOTAL - OTHER CAPITAL EXPENDITURES - PRIOR YEARS 0 0 0 602,961 602,965 (4) 1,203,825 TOTAL CAPITAL EXPENDITURES 1,470,136 1,469,183 953 9,050,407 9,013,059 37,348 20,002,271 45.25%

ACCESS SERVICES STATEMENT OF REVENUE, EXPENSES AND CHANGES IN FUND BALANCE For Period Ending February 28, 2015

CURRENT CURRENT CURRENT YTD % o f 14/ 15 MONTH MONTH VARIANCE YTD YTD VARIANCE 2014-15 BUDGET

ACTUAL BUDGET OVER(UNDER) ACTUAL BUDGET OVER(UNDER) BUDGET REACHED

PASSENGER AND REVENUE STATISTICS:

Audited # of Passengers 321,033 334,030 (12,997) 2,677,735 2,648,831 28,904 3,623,369 Audited # of Contract Revenue Miles 2,297,363 2,359,680 (62,317) 19,162,142 18,725,691 436,451 25,508,362 Audited # of Trips 249,352 258,669 (9,317) 2,062,406 2,050,409 11,997 2,781,227

* Total Purchased Transportation Cost per Passenger 26.85 26.05 0.80 26.29 26.11 0.19 29.12 Total Paratransit Oper Costs (Dir & Indir) per Passenger 29.30 29.29 0.01 28.93 29.41 (0.48) 32.76 Total Cost per Passenger before Capital Depreciation 33.49 33.25 0.24 32.76 33.40 (0.64) 37.21 * Total Purchased Transportation Cost per Trip 34.57 33.64 0.93 34.14 33.73 0.41 37.93 ** Total Agency Cost per Passenger 32.55 32.65 (0.10) 32.03 32.60 (0.57) 34.51

Total Purchased Transportation Cost per Revenue Mile 3.75 3.69 0.06 3.67 3.69 (0.02) 4.14 Total Paratransit Oper Cost (Dir & Indir) per Revenue Mile 4.09 4.15 (0.05) 4.04 4.16 (0.12) 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.

B O A R D B O X I T E M # 1 1

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: ACCESS SERVICES MANAGEMENT STAFF

RE: EXECUTIVE SUMMARY UPDATE FOR FEBRUARY 2015

Steve Chang Deputy Executive Director, Operations

As Project Administrators Geoffrey Okamoto and Alfredo Torales transition from Operations department to Executive and Eligibility departments, staff is working closely with Human Resources in finding their replacements. In the interim, Project Administrator Rogelio Gomez took the lead in providing contract oversight for the six service contractors.

Working with Procurement, Training, Safety and Risk Management departments, staff developed a plan to implement positioning belts into our passenger loading/unloading securement procedures. The purpose of the positioning belt is to add an extra layer of protection to our customers that use mobility devices while riding on Access vehicles.

On February 11, 2015 staff attended the "State of the County" Luncheon with Los Angeles County Supervisor Don Knabe. The event was sponsored by the Palos Verdes Peninsula Chamber of Commerce.

Rogelio Gomez Project Administrator

Southern Region

The Southern Region service provider Global Paratransit Inc. (GPI) closed the month of February with an on-time performance of 91.06 percent and 0.05 percent Late4. In early February, GPI and Access staff met with Rancho Los Amigos staff in Downey to discuss service coordination and current operation demand. The meeting discussion was productive and positive. Rancho Los Amigos Rehabilitation Center is one of the major trip generators for Access in the Southern region.

Northern Region

MV Transportation (MV), service provider in the Northern Region, concluded their preparation plan to ensure resources are in place for the peak spring season. From a performance perspective, MV completed the month with an on-time performance of 91.55 percent and 0.04 percent Late4.

Santa Clarita Region

Santa Clarita Transit (SCT), service provider in the Santa Clarita Region, conducted refresher Call Taker training. The purpose of the training is to ensure all Call Takers handle customer calls in a consistent and professional fashion. From a performance perspective, SCT completed the month with an on-time performance of 94.36 percent and 0.04 percent Late4.

Antelope Valley Region

The Antelope Valley service provider Diversified Transit (DT) continues with their outstanding safety record of zero at fault accidents for the 12th month in a row. DT

Performance Award. On the performance side, DT completed the month with an on- time performance of 90.73 percent and 0.02 Late4.

Randy Johnson - Project Administrator

Eastern Region

Access staff performed community outreach at Sunny Day ADHC, in El Monte, Starr Community ADHC, in El Monte, and Casa Colina, in Pomona. The visits were well received by the center staff and Access customers. From a performance perspective, SGT closed the month with on-time performance of 91.71 percent and 0.36 percent Late4. SGT met average initial hold time standards at 72 seconds with 4.9 percent of calls on hold over 5 minutes. Operations Service Monitors conducted driver and wheelchair securement observations and there were no major issues observed. To improve pick up and drop off experience Operations Service Monitors completed four location evaluations in the Eastern Region. Access staff met with SGT management to discuss preparation efforts for the upcoming peak months of March and April.

West Central

Access staff met with California Transit Inc. (CTI), service provider for the West Central Region, regarding the upcoming Abilities Expo and the Los Angeles Marathon. To improve service experience, CTI performed ten location evaluations during the month. From a performance standpoint, CTI completed the month with 91.17 percent on-time and 0.18 percent Late4. CTI met the average initial hold time standard at 70 seconds, with 4.8 percent of calls on hold over 5 minutes. Operations Service Monitors conducted CSR, Dispatcher, and Wheelchair securement observations with no major findings. The quarterly driver training audit was conducted with no major findings.

Sherry Kelley Sr. Manager Customer Service Customer Service Department Update

Access Customer Service department received 45,342 calls system wide in the month of February, in comparison to 47,074 calls in January. System wide all performance targets were met.

Customer Service (CS) and Operations Monitoring Center (OMC) achieved 3 out of 4 Key Performance Indicators (K exception of Calls Over 5 Minutes (CS 19.4% & OMC 19.5%). Customer Care received a total of 994 service related complaints; 4.0 complaints per 1,000 trips. This was an increase from the previous month (7.8 %).

In February, McCloud Transportation and Associates was at Access to begin their Comprehensive Scope of Work for the Customer Service Department examining all key areas of the service functions.

The Community Advisory Committee (CAC) successfully met at Disabled Resource Center in Long Beach.

Lastly, there were 649 Staff Commendations (Smiles) filed by our customers in January; 39 of which were filed on behalf of Access call center staff. We would like to congratulate Shanetta Patterson (CSR) for receiving the most smiles for the month of February!

David Foster - Project Administrator of Eligibility - Eligibility Department Update

In February 2015, the number of eligible Access riders reached 163,355, an increase of 1676 (1.0%) 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 as well as with other departments:

 Developing proposed Origin to Destination procedures for an eligibility determination component  Participated in Ad Hoc Working Group to develop policy for Origin to Destination service component  Met with consultants on web content of VetsGo511 Access Scheduler Interface web project that will allow applicants to register and apply on line for Access Services eligibility

The eligibility department is very proud to announce that our very own Eligibility Coordinator, Norma De Alba was awarded Access Employee of the Employee for the fourth quarter 2014. Norma has been a stalwart at Access for 20 years and the backbone of the eligibility department. She is the go-to ADA eligibility expert at Access and no one knows eligibility better and more thoroughly than Norma; frontline staff, managers, and even directors go to Norma for the really complicated eligibility issues and she happily and efficiently resolves them! The award was presented to Norma during an all staff meeting in February and we are all very proud of her achievement.

Mobility Management Statistics Report, February 2015

Total Total Number of Number of Number of Number of Number of Total Mobility Number of Non Access Issues with Last Calls Calls Number Management Voice Month Customers Phone and No Waiting for of Calls Database Messages Spoken Numbers Answers Follow-Up List, Spoken With With February 477 211 (44%) 34 (7%) 73 (15%) 147 (31%) 6 (1%) 6 (1%)

For the month of February, calls made by Mobility Management staff increased by 37% from the previous month with a total of 477 calls.

Mobility management staff attended two events. The first event was at the Citrus Valley Health Partners in West Covina for the Dr. Lee Nattress Disabilities Collaborative of the San Gabriel Valley. Access staff members along with Mobility Management Partner staff Mike Culver gave presentations to attendees regarding Access eligibility, the new No-Show

The second event was at the Harbor Hills Housing Community in Lomita for the Harbor Hills Health Fair. Mobility management staff had an exhibitors table where residents received information concerning Access eligibility. This was an opportunity for residents and exhibitors to speak one-on-one with a mobility management counselor regarding the benefits of Access.

B O A R D B O X I T E M # 1 2

APRIL 21, 2015

TO: BOARD OF DIRECTORS

FROM: MELISSA THOMPSON, DATA ANALYST

RE: OPERATIONS REPORT FOR FEBRUARY 2015

MONTHLY OPERATIONS REPORT SUMMARY

Current Last Month % change YTD Total Trips 249,352 252,408 -1.2% 2,062,406

Passengers per Vehicle Trip 1.29 1.29 0.0% 1.30

Average Trip Distance 9.21 9.28 -0.7% 9.3

Total Calls to Providers 438,365 451,811 -3.0% 3,669,100

Average Initial Hold Time (seconds) 80 74 8.7% 82

% of Calls on Hold More Than 5 minutes 4.2% 3.5% 0.7% 4.8%

On-Time Performance 91.4% 93.2% -1.9% 91.9%

Late 4 Trips 0.15% 0.05% 0.10% 0.09%

Total Registered Customers 163,355 161,679 1.0% 163,355

MONTHLY PROVIDER SUMMARY: ALL TRIPS

Passengers Trips Back Up Passengers Eligible Trips per Trip Passengers per Trip

SYSTEM WIDE JAN-15 325,755 252,408 475 1.29 1.00 FEB-15 321,033 249,352 521 1.29 0.99 % Change -1.5% -1.2% 9.7% 0.0% -1.0% SGT - Eastern Region JAN-15 89,830 68,529 14 1.31 0.93 FEB-15 89,373 68,328 30 1.31 0.91 % Change -0.5% -0.3% 114.3% 0.0% -2.2% GPI - Southern Region JAN-15 108,866 84,981 14 1.28 1.02 FEB-15 106,454 83,395 14 1.28 1.02 % Change -2.2% -1.9% 0.0% 0.0% 0.0% CTI - WC - West Central Region JAN-15 50,506 38,580 447 1.31 1.02 FEB-15 49,711 38,112 477 1.30 1.02 % Change -1.6% -1.2% 6.7% -0.8% 0.0% MV - San Fernando Valley Region JAN-15 59,960 47,682 0 1.26 1.02 FEB-15 58,964 46,762 0 1.26 1.02 % Change -1.7% -1.9% 0.0% 0.0% 0.0% DT - Antelope Valley Region JAN-15 13,366 9,866 0 1.35 1.02 FEB-15 13,301 9,938 0 1.34 1.03 % Change -0.5% 0.7% 0.0% -0.7% 1.0%

SCT - Santa Clarita Region JAN-15 3,227 2,770 0 1.16 1.02 FEB-15 3,230 2,817 0 1.15 1.01 % Change 0.1% 1.7% 0.0% -0.9% -1.0%

PROVIDER SERVICE SUMMARY

Previous YTD- Maintenance Inspections* Current Month Average TOTAL 107 82 51 SGT Eastern Region 30 1 11 GPI Southern Region 5 49 13 CTI West Central Region 2 30 9 MV Transit San Fernando Valley Region 46 2 11 DT Antelope Valley Region 19 0 5 SCT Santa Clarita Region 5 0 1

* The data above represents the number of vehicles evaluated at the contractor locations.

Previous YTD- Dispatch Coordination* Current Month Average TOTAL 165 142 159 SGT Eastern Region 26 30 25 GPI Southern Region 51 33 48 CTI West Central Region 30 24 25 MV Transit San Fernando Valley Region 23 15 23 DT Antelope Valley Region 10 12 15 SCT Santa Clarita Region 25 28 24

* The data above represents the number of observations made for call takers and dispatchers.

Comparability of Access Paratransit to Oct 1 Jul 1- Apr 1- Jan 1- Fixed Route Travel Times* Dec 31 Sep 30 Jun 31 Mar 31 Equal to or Shorter than Comparable Fixed 89.4% 92.0% 87.8% 88.8% Route Trip 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.

North County Trips Transferring at Previous YTD- Olive View Current Month Average Antelope Valley to Transfer Point 296 293 326 Transfer Point to Antelope Valley 258 261 285 Santa Clarita to Transfer Point 85 87 93 Transfer Point to Santa Clarita 82 75 75

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 438,365 451,811 3,669,100 Average Initial Hold Time 80 74 82 % Of Calls On Hold More Than 5 minutes 4.2% 3.5% 4.8%

SGT - Eastern Region Calls Answered 108,972 111,822 929,970 Average Initial Hold Time 72 58 76 % of Calls on Hold More Than 5 minutes 4.9% 3.1% 6.0%

GPI - Southern Region Calls Answered 140,286 143,834 1,148,208 Average Initial Hold Time 77 77 79 % of Calls on Hold More Than 5 minutes 3.8% 3.8% 4.0%

CTI - West Central Region Calls Answered 103,091 107,248 876,125 Average Initial Hold Time 70 58 72 % of Calls on Hold More Than 5 minutes 4.8% 3.2% 5.7%

MV Transit - San Fernando Valley Region Calls Answered 66,044 68,831 558,028 Average Initial Hold Time 109 106 108 % of Calls on Hold More Than 5 minutes 3.9% 4.3% 4.4%

DT - Antelope Valley Region Calls Answered 17,056 17,012 130,645 Average Initial Hold Time 92 87 93 % of Calls on Hold More Than 5 minutes 2.5% 2.2% 2.9%

SCT - Santa Clarita Valley Region Calls Answered 2,916 3,064 26124 Average Initial Hold Time 81 38 54 % of Calls on Hold More Than 5 minutes 2.0% 1.2% 2.9%

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 47,654 47,145 379,938 Average Initial Hold Time 95 149 126 Average Call Duration 206 204 203 % of Calls on Hold More Than 5 Minutes 8.9% 17.8% 13.9% % of Abandoned Calls 4.8% 9.1% 7.9% Customer Service Center (CS) Access Services Calls Answered 13,580 11,343 93,008 Average Initial Hold Time 152 294 237 Average Call Duration 229 243 232 % of Calls on Hold More Than 5 Minutes 16.7% 41.7% 31.0% % of Abandoned Calls 5.4% 15.5% 12.4% Southland Calls Answered 24,340 25,080 197,305 Average Initial Hold Time 55 70 51 Average Call Duration 179 174 172 % of Calls on Hold More Than 5 Minutes 3.3% 4.6% 2.3% % of Abandoned Calls 3.4% 4.5% 2.8%

Customer Service Total Calls Answered 37,920 36,423 290,313 Average Initial Hold Time 90 140 111 Average Call Duration 197 195 192 % of Calls on Hold More Than 5 Minutes 8.1% 16.2% 11.5% % of Abandoned Calls 4.2% 8.3% 6.2% Operations Monitoring Center (OMC) Access Services Call Answered 6,409 6,392 54,752 Average Initial Hold Time 142 249 224 Average Call Duration 247 262 261 % of Calls on Hold More Than 5 minutes 14.7% 33.1% 28.3% % of Abandoned Calls 8.8% 15.5% 15.9% Southland Call Answered 3,325 4,330 34,873 Average Initial Hold Time 65 76 95 Average Call Duration 229 196 207 % of Calls on Hold More Than 5 minutes 7.3% 8.4% 10.4% % of Abandoned Calls 4.2% 4.4% 6.8% Operations Monitoring Center Total Call Answered 9,734 10,722 89,625 Average Initial Hold Time 116 179 174 Average Call Duration 241 235 240 % of Calls on Hold More Than 5 minutes 12.1% 23.2% 21.4% % of Abandoned Calls 7.3% 11.5% 12.7%

Eligibility Determinations Previous YTD- ADA Paratransit Evaluations Current Month Average Completed UNRESTRICTTED 2,901 2,540 2,542 RESTRICTED 642 558 547 TEMPORARY 461 445 509 NOT ELIGIBLE 861 555 602 TOTAL 4,865 4,098 4,201

Re-certifications (in Person) 3,239 2,048 1,432 New Applicants 1,626 2,050 2,771

Eligibility Renewals Recertification Letters Sent 5,241 4,366 4,580 Process Time (avg.Days: Individ.) Evaluation to Mail Out (ADA<21 Days) 15 14 14 Scheduling Phone Call to Evaluation 3 3 3 Scheduling Phone Call to Mail Out 28 31 25

Previous YTD- ADA Paratransit Eligibility Appeals Current Month Average Appeals Requested 165 223 173 Closed 198 183 144 Withdrawn/Closed Before Completion 33 35 22 Pending 377 391 325 Increased 53 40 35 Decreased 2 3 3 Modified 6 9 9 Upheld 90 73 61 % Appeals not overturned 65% 68% 67% Net Denied Rate (Year-to-Date) 17% 13% 13.5% Process Time: Appeal Date to Mail Out ADA<30) 14 12 14

OPERATIONS MONITORING CENTER ACTIVITY

Previous YTD- Logged Calls to OMC* Current Month Average TOTAL CALLS: 9,576 9,348 9,428 Late Calls 1,968 1,647 2,000 Other (CSC/Reservations) 7,608 7,701 7,428 *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 211 156 293 ETA Given 1,070 830 967 Help Calls 36 24 33 Miscellaneous 651 637 707 TOTAL LATE CALLS 1,968 1,647 2,000

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 42 41 40 back up Vehicle at Customers Location

Late Trip Calls to OMC Resulting -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 0 0 0 Vehicle

PROVIDER REPORT CARD Previous Systemwide Current Month YTD Percentage of Trips On-Time 91.36% 93.23% 91.88% Percentage of Late Trips 8.64% 6.77% 8.12% -15 min. late) 6.59% 5.35% 6.24% -30 min. late) 1.57% 1.12% 1.46% -45 min. late) 0.33% 0.25% 0.33% 0.15% 0.05% 0.09% No Shows 3.30% 3.49% 3.50% Accessibility Violations - occurrences 0 0 10 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.14%

Previous SGT Eastern Region Current Month YTD Percentage of Trips On-Time 91.71% 93.83% 91.47% Percentage of Late Trips 8.29% 6.17% 8.53% -15 min. late) 5.74% 4.52% 6.19% -30 min. late) 1.74% 1.17% 1.72% -45 min. late) 0.46% 0.38% 0.45% 0.36% 0.11% 0.16% No Shows 2.57% 2.89% 3.14% Accessibility Violations occurrences 0 0 1 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.00%

Previous CTI West Central Region Current Month YTD Percentage of Trips On-Time 91.17% 94.09% 91.81% Percentage of Late Trips 8.83% 5.91% 8.19% -15 min. late) 6.39% 4.73% 6.30% -30 min. late) 1.81% 0.95% 1.52% -45 min. late) 0.44% 0.19% 0.31% 0.18% 0.03% 0.07% No Shows 3.92% 4.01% 4.30% Accessibility Violations - occurrences 0 0 3 Denied 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 91.06% 92.47% 91.58% Percentage of Late Trips 8.94% 7.53% 8.42% -15 min. late) 7.09% 6.05% 6.56% -30 min. late) 1.57% 1.23% 1.50% -45 min. late) 0.24% 0.22% 0.30% 0.05% 0.04% 0.06% No Shows 3.75% 3.88% 3.59% Accessibility Violations - occurrences 0 0 5 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.10%

Previous MVT Northern Next Day Trips Current Month YTD Percentage of Trips On-Time 91.55% 92.79% 92.39% Percentage of Late Trips 8.45% 7.21% 7.61% -15 min. late) 7.02% 5.84% 6.04% (16-30 min. late) 1.14% 1.11% 1.18% -45 min. late) 0.25% 0.21% 0.28% 0.04% 0.04% 0.11% No Shows 2.74% 2.98% 2.83% Accessibility Violations - occurrences 0 0 1 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.10%

Previous DT Antelope Valley Current Month YTD Percentage of Trips On-Time 90.73% 93.82% 93.42% Percentage of Late Trips 9.27% 6.18% 6.58% -15 min. late) 7.38% 5.28% 5.54% -30 min. late) 1.63% 0.79% 0.90% -45 min. late) 0.25% 0.11% 0.14% 0.02% 0.00% 0.00% No Shows 2.85% 3.10% 3.17% Accessibility Violations - occurrences 0 0 0 Denied 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 94.36% 95.60% 94.95% Percentage of Late Trips 5.64% 4.40% 5.05% -15 min. late) 4.57% 3.80% 4.26% -30 min. late) 0.74% 0.52% 0.51% 31-45 min. late) 0.04% 0.00% 0.10% 0.04% 0.00% 0.01% No Shows 1.80% 1.08% 1.79% Accessibility Violations - occurrences 0 0 0 Denied Trips -% of Next Day Trip Requests Denied 0.00% 0.00% 0.65%

Customer Reported Service Complaints

CTI MVT DT SCT SGT GPI West San Antelope Santa Current Month System Eastern Southern Central Fernando Valley Clarita Region Region Region Valley Region Valley ADA 2 1 0 0 1 0 0 Animal 0 0 0 0 0 0 0 Booking 90 12 15 40 20 3 0 Conduct 127 39 20 35 22 11 0 Late 98 18 14 38 21 7 0 Late 4 20 10 2 3 5 0 0 Procedure 295 75 55 99 54 12 0 Risk Management 180 40 27 61 48 4 0 Routing 83 10 13 32 27 1 0 Wheelchair Securement 0 0 0 0 0 0 0 Service 18 4 2 10 2 0 0 Travel Time 57 7 7 21 22 0 0 Vehicle 7 1 1 3 1 1 0 TOTAL 977 217 156 342 223 39 0 Ratio per 1,000 Trips 3.9 3.6 4.1 4.1 4.7 3.9 0.0 Commendations 477 104 70 142 107 16 0

Travel Training Statistics

Travel Training, Fiscal Year 2014-2015 January 15 February - 15 YTD

Accepted Travel Training 18 20 182 Waiting for Travel Training 19 21 146 Started Travel Training 10 11 128 Completed Travel Training 18 20 182 Discontinued Services 0 0 2 People Currently in Travel Training 0 0 0 Total Follow-up Response Month 2 12 22 152 #Graduates Using Bus After 2 Months 10 17 108 Average # of Trips per-week, Month 2 5 6 44

Estimated Bus Trips Taken, YTD 8,099 10,507 32,920

*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.