Operations & Administration Committee| April 13, 2017 ANYONE WISHING TO SPEAK BEFORE THE VOTE ON ANY AGENDA ITEM MUST FILL OUT A PURPLE FORM ON THE SIGN-IN TABLE. COMMENTS WILL BE LIMITED TO THREE MINUTES. Audience Questions and Comments PERSONS WISHING TO SPEAK MUST FILL OUT A WHITE FORM, LOCATED ON THE SIGN-IN TABLE, BEFORE THE MEETING. COMMENTS WILL BE LIMITED TO THREE MINUTES.

Operations & Administration Committee | April 13, 2017 CHAIR REPORT

EXECUTIVE MANAGEMENT REPORT April 13, 2017 Justin T. Augustine, III

Operations Report March 2017 April 13, 2017

Operations March 2017 Accidents BUS – 25 Traffic Accidents/ 7 requiring retraining March 1.37 Preventable accidents per 100,000 miles 1st Qtr. 1.42 Preventable accidents per 100,000 miles 1st Qtr. 1,481,841 miles traveled STREETCAR – 19 Traffic Accidents/ 8 requiring retraining March 7.31 Preventable accidents per 100,000 miles 1st Qtr. 4.99 Preventable accidents per 100,000 miles 1st Qtr. 320,729 miles traveled LIFT – 6 Traffic Accidents/ 3 requiring retraining March 2.62 Preventable accidents per 100,000 miles 1st Qtr. 1.86 Preventable accidents per 100,000 miles 1st Qtr. 321,724 miles traveled

March 2017 Accident Map Report (Fixed, Streetcar, and Paratransit) Bus March 2017 Accident Map Report (Fixed, Streetcar, and Paratransit)

Passengers Per Revenue Hour YTD Passengers Per Revenue Hour System Usage March 2017 Mode Passengers Per Revenue Hour YTD Passengers Per Revenue Hour Bus 24.46 24.00 Streetcar 47.61 40.10 Paratransit 1.90 TOTAL 26.94 24.90 System ridership increased 8.7% in March 2017 compared with March 2016

On-Time Performance March 2017 74% of all lines experienced detours or service interruptions, including 15 short-term and 14 long-term detours affected service in February. March On Time Performance: Bus – 73.2% Streetcar - 65.5% Paratransit – 83.2%

March 2017 Board – Detour Report Summary Roadway issues on Desire Parkway in Gentilly has caused the detour of the: 62-Morrison Express 63-No East OWL 64-Lake-Forest Express 65-Read-Crowder Express 80-Desire-Louisa   Roadway issues on Bennett Street in Algiers has required the detour of: 108-Algiers Local 114-General De Gaulle-Sullen 115-General De Gaulle-Tullis Additional lines on long term detour: 5-Marigny-Bywater – inability to operate on Royal and Dauphine 15-Freret – SELA construction 32-Leonidas-Treme – SELA construction 84-Galvez – SWB construction 88-St. Claude – hotel construction on Basin 91-Jackson-Esplanade – road construction on OC Haley March 2017 - Bus OTP   On Time Late Early System Total 73.22% 18.43% 8.35% Without Long Term Detours 76.22% 15.27% 8.52%

Maintenance Statistics March 2017 MAINTENANCE Highlights and Analysis:   Total number of in-service mechanical road calls for the month of March were Bus-41, Streetcar-2 and Paratransit-1. During the month of February the miles between mechanical failures system-wide were 16,705 miles.   Mileage Road Calls MDBR by Mode   Bus Mileage 511,161 41 12,467 Streetcar Mileage 109,511 2 54,756 Paratransit Mileage 114,363 1 114,363

Call Center Statistics March 2017 Average Time on Hold: 1 minute and 46 seconds Time to Close Complaint: 1.95 Average days to close 299 complaints Abandoned Calls: 11.04% JULY 2016 FIXED-ROUTE BUS   STREETCAR PARATRANSIT OTHER TOTAL COMPLAINTS 214 53 7 25 299 VALIDATED COMPLAINTS 136 38 6 22 202 COMMENDATIONS 1 2

Service Disruptions: 2 Lines Short Term Detours: 15 Lines Long Term Detours: 13 Lines Customer Complaints for February 2017 - Driver-Pass Up - Driver-Attitude - Driver-Running Late - Other (Complaints)

Paratransit Report

Paratransit Statistics March 2017 March 2017 Para-transit stats;   Trips requested = 23,451 Trips Completed = 18,395 Total Passengers = 19,253 Total hours = 11,536 On-Time Performance 83.20% Trips Cancelled = 5,059 Trips Denied = 0 Active Clients = 1,159

Paratransit Statistics March 2017 TOTAL REQUESTED TRIPS 23,451 TOTAL PERFORMED TRIPS 18,395 CANCELLATION % 21.57% No Shows 906 Cancelled at the Door 300 TOTAL NO SHOWS 1,206 Advance Cancellations 1,624 Same Day Cancellations 3,094 Late Cancellations 15 User Error Cancellations 137 Site Closure Subscription Cancellations 189 TOTAL CANCELLATIONS 5,059 Missed 23 MissedT TOTAL MISSED

Paratransit Training Activities March 2017 Dispatch Training on Customer Service, KPI, ensuring that we go from Efficient to Effective Consumer meeting was held positive and negative feedback was received and responded to. Drivers quarterly safety meetings were held separate from the Fix route and Street Car operators to pin point Para-Transit issues. Wheel Chair securements and safety were the main topics. Driver pick happened and we added three routes to provide a better on-time performance and greater availability during peak service hours. Daily safety announcements are being made throughout each day to increase safety awareness.

ADA Report

23,451 Trips requested, 18,395 completed Operations March 2017 ADA March Highlights   23,451 Trips requested, 18,395 completed 107,503 individuals paid the 40 cent reduced fare and 4,694 ADA clients rode free on Fixed Route 1,930 persons in wheelchairs rode the system 8,205 individuals places their bikes on buses There were six (8) items generated through LISTEN system this month: seven complaints, and one commendation.  

 ADA Board Report March 2017    The ADA Office provided services to 771 individuals this month. Three hundred twenty-three(323) ID pictures were taken: 110 ADA/Paratransit, 89 senior, 97 Medicare replacement, and 27 fixed-route reduced fare cards. An additional 448 people came in for applications or information.   The Eligibility section processed 167 ADA applications – approved 119, denied 19 and 29 applications are still being processed or had to be returned to the client or health care professional for more information. Fixed Route received and processed 36 applications, and 92 ADA requests for applications were mailed. Paratransit Services had 23,451 trips requested, completed 18,395 and had an on-time performance of 83.20%. On fixed route, 107,503 individuals paid the 40 cent reduced fare and 4,694 ADA clients rode free. In addition, 1,930 persons in wheelchairs rode the system and another 8,205 individuals placed their bikes on the bus. Seven complaints were filed this month through the LISTEN system. Mayor concerns expressed were driver attitudes, driver late and reckless operation of the vehicle. On March 22nd Commissioner Roth held her quarterly Consumer Meeting in the RTA Board Room from 5:00 pm to 7:00 pm .Approximately 50 seniors attended to express their views on RTA Paratransit Service.

A follow-up meeting was held with members of the production staff at the Lighthouse for the Blind April 11th at the Lighthouse facility – 123 State Street. Again, staff from RTA, and Mel’s transportation services attended the meeting to address concerns raised by the workers and administrative staff. Concerns about late service were the main issues raised by both persons traveling from New Orleans East and from the Westbank. A brief discussion ensued about vehicle reliability and availability, and the measures that RTA has taken to resolve the problems. Our goal is to provide safe, efficient public transportation service, and to address their concerns as quickly and as effectively as possible.   Participants included Steven Neal, Lisa Gilberti, and Karen Wilson-Sider from RTA, and Melissa Falls, Danielle and Demon Williams from Mel’s.

CAPITAL PROJECTS UPDATE OPERATIONS COMMITTEE – April, 2017

Capital Projects Update STUDY / ANALYSIS / ASSESSMENT PROJECTS: Downtown Transit Center Alternative Analysis Algiers Park and Ride Lighting Repair Assessment (FEMA) Facility Restoration Assessment

Capital Projects Update ENGINEERING PROJECTS (FOR FUTURE CONSTRUCTION): Carrollton / Claiborne Special Track Replacement (St. Charles Streetcar Line) Riverfront Streetcar Line Special Track Replacement & Tamping Repaint Riverfront Streetcar Line OCS Poles St. Charles Streetcar Line Downtown Loop Track Pavement Replacement Repair St. Charles Streetcar Line OCS Poles A. Philip Randolph Facility - New SIS Inspection Pit Napoleon Facility Renovation Water Leak Mitigations (A. Philip Randolph and ENO Facilities)

Capital Projects Update ENGINEERING PROJECTS (FOR FUTURE CONSTRUCTION): Ferry Project Ferry Terminal Badine St. Bus Terminal Riverfront Streetcar Upriver Connector Ferry Project – Passenger Ferry Vessels

Capital Projects Update CONSTRUCTION PROJECTS: Rampart / St. Claude Streetcar Expansion Carrollton Barn Renovation Cemeteries Transit Center Streetcar Expansion A. Philip Randolph Facility – Electrical Modifications UPT Bus Canopy Lighting FUTURE PROJECTS UNDER EVALUATION: Streetcar Expansion – Riverfront to St. Claude & Elysian Fields to Press St. Howard Avenue Connector between Loyola and St. Charles Streetcar Lines

Canal/Algiers Point and Lower Algiers/Chalmette Ferry Routes Financial and Operations Report For the Period January 1, 2017 through MARCH 31, 2017 April 13, 2017

Statement of Expenses and Revenues Ferry Operations Statement of Expenses and Revenues MARCH 2017 Fiscal year 2017 JANUARY FEBRUARY MARCH Total Expenses 652,444.94 520,034.57 1,059,002.91 Less Fares and Credits (107,020.81) 138,187.85 265,624.62 Transdev Net Billing 545,424.13 381,846.72 793,378.29   FY 2016-17 LADOTD Ferry Subsidy 2,134,772.21 1,563,040.12 1,295,490.40 Less Ferry diesel fuel provided by RTA (12,747.96) (25,430.00) RTA Ferry Grant Revenues 54,240.00 62,101.00 Less RTA Grant Expenses (67,800.00) (77,626.00) Less Transdev’s Net March 2016 Billing (545,424.13) (381,846.72) (793,378.29) Balance of LADOTD Subsidy 461,157.11

Ferry Operations RIDERSHIP April 13, 2017 January 1, 2016 through March 31, 2017 Algiers Point/Canal Street Lower Algiers/Chalmette Date Pedestrians Scooters Total Vehicles Jan-16 37,657 30 37,687 381 22,856 23,237 *Feb-16 75,696 (1) 69 75,765 397 26,536 26,933 Mar-16 46,971 97 47,068 359 27,479 27,838 Apr-16 77,303 (2) 81 77,384 280 23,824 24,104 May-16 52,729 90 52,819 405 27,787 28,192 Jun-16 50,095 (3) 80 50,175 420 26,738 27,158 Jul-16 56,231 (3)(4) 96 56,327 360 Aug-16 34,579 93 34,672 457 27,961 28,418 Sep-16 33,717 65 468 26,440 26,908 Oct-16 49,467 84 49,462 467 26,892 27,359 Nov-16 39,490 49 39,539 321 25,570 25,891 Dec-16 38,102 47 38,149 243 22,678 22,891 Jan-17 32,274 42 32,316 281 22,553 22,834 Feb-17 88,662 88,727 311 26,479 26,790 Mar-17 56,330 104 329 28,515 28,844 (1) Mardi Gras - Saturday, February 6, 2016 through Tuesday, February 9, 2016 33,733 (2) French Quarter Festival, Thursday April 7-10, 2016 (3) Wednesday's on the Point (June 1, 8, 15, 22, 29 and July 6) (4) July 4th Fireworks (5) Algiers Barn Fire & Concert (December 3, 2016) (6) New Year's Eve Fireworks on the River (December 31, 2016) (7) Mardi Gras-Saturday, February 25, 2017 through Tuesday, February 28, 2107 58,862

Marketing Report

Marketing: Sales 1st Quarter - Pass Sales Report Jan. Feb Mar   Jan. Feb Mar 31-day Jazzy Pass $74,387.50 $ 135,025.00 $62,425.00 ESP $20,625.00 $5,362.50 $5,500.00 Tokens $21,875.00 $22,500.00 $28,750.00 One Way Tickets $22,700.00 $28,212.50 $21,600.00 1-day Jazzy Pass $16,672.50 $16,192.50 $37,953.75 3-day Jazzy Pass $19,732.50 $18,465.00 $29,504.25 E-Commerce-31d $28,820.00 $40,920.00 $24,530.00 E-commerce-1d $5,316.00 $3,474.00 $4,164.00 E-Commerce-3d $10,071.00 $6,948.00 $6,543.00 MONTHLY TOTAL $220,199.50 $277,099.50 $220,970.00

Marketing: Sales 1st Quarter – GoMobile App Sales Report Jan. Feb Mar   Jan. Feb Mar 1-day Jazzy Pass $ 22,323.00 $ 25,689.00 $ 37,305.00 3-day Jazzy Pass $ 10,611.00 $ 13,275.00 $ 24,309.00 5-day Jazzy Pass $ 6,465.00 $ 7,575.00 $ 11,385.00 31-day Jazzy pass $ 20,185.00 $ 17,710.00 $ 21,395.00 5-day Ferry Pass $ 864.00 $ 1,512.00 $ 1,422.00 31-day Ferry Pass $ 3,380.00 $ 3,250.00 $ 4,030.00 1-day Integrated Pass $ 931.00 $ 1,295.00 $ 1,827.00 5-day Integrated Pass $ 300.00 $ 870.00 $ 1,260.00 31-day Integrated Pass $ 840.00 $ 735.00 $ 525.00 MONTHLY TOTAL $65,899.00 $71,911.00 $103,458.00

Marketing: Sales 1st Quarter – Charter and Filming Sales Reports Charters 21 Filmings 10 Total Sales $20,500 Total Sales $22,599

Marketing: Ridership Awareness Campaign “RTA is How I Roll”

Marketing: Ridership Awareness Campaign “RTA is How I Roll”

Marketing: Ridership Awareness Campaign “RTA is How I Roll”

Marketing: Ridership Awareness Campaign “RTA is How I Roll”

Public Information Report

Positive Story Placements Transit Driver Appreciation Day Bus Operator Mary Lewis and Streetcar Operator Alex Green were chosen to represent on behalf of all our Operations Department with radio personality and Spoken Word Artist Chuck Perkins’ The Conscious Hour live on-air in the WBOK 1230AM Radio studio. These two dedicated Operators gave our riders an inside view of the commitment we all hold to serving our community, how extensive RTA’s training and safety practices are, and why they LOVE being an RTA operator. Announcements were made on all news media asking riders to give their favorite operators a thank you card from the website www.transitdriverday.com and show @NewOrleansRTA #HowIRoll on social media with the national campaign hashtag #TDAD.

Positive Story Placements French Quarter Fest – repeated dissemination of info to all media and community associations from 3/31 - 4/6 All Festival-goers were informed of detours, Jazzy Pass and GoMobile App fare offerings and Ferry schedules; as well as highly encouraged to choose public transportation to alleviate congestion and parking concerns.  How-To Bike & Ride with Doug MacCash & Jen Larino – NOLA.com http://www.nola.com/traffic/index.ssf/2017/03/rta_bus_bike_rack_new_orleans.html Story placed with NOLA.com reporters and veteran Bus Operator Francis Kelly on March 15th with a step-by-step video tutorial of how to mount your bike on the bus and ride with RTA. All Bike & Ride FAQs are included in article and cross-promoted on all internal and external mediums: YouTube, Twitter, Internal Weekly Newsletter

Media Reach & Ad Value Report Q1 2017   # of News Stories Total Nielsen Audience Ad value Publicity Value Page views Jan 1-Jan31, 2017 Media Values Per Day 15 47,679,740 $128,723 $82,578 12,513,912,821 Jan 1-Jan31, 2017 Media Reach & Adval Totals: 339 1,048,954,286 $2,831,916 $1,816,716 262,792,169,235 Feb1-Feb28, 2017 Media Values Per Day 13 17,703,812 $17,867 $87,974 331,379,175 Feb1-Feb28, 2017 Media Reach & Adval Totals: 266 354,076,235 $357,331 $1,759,484 6,627,583,509 Mar1-Mar31, 2017 Media Values Per Day 12 14,790,205 $12,010 $60,526 308,806,771 Mar1-Mar31, 2017 Media Reach & Adval Totals: 279 340,174,178 $276,234 $1,392,104 6,793,748,963 Q12017 Media Reach & AdVal Totals Per Day 295 581,068,233 $1,155,160 $1,656,101 92,071,167,236 Q1 2017 Media Reach & AdVal Totals 884 1,743,204,699 $3,465,481 $4,968,304 276,213,501,707

Community Engagement/Interagency Relations Hospitality Worker’s Committee Prior to and following the RTA Board meeting the Hospitality Worker’s Committee members attended, the PIO office communicated with the organizers to discuss their concerns and schedule a time to meet privately with the group. A meeting is scheduled for Tuesday, April 18, 2017 between key members of Transdev staff and the Committee to better assess their requests related to mobility. Members of Operations, planning, public information, and Strategic mobility will meet with the group. Hospitality Committee representatives have been informed in multiple emails and phone calls about our process for public meetings, workshops, input sessions, and the comprehensive survey of late evening downtown workers conducted recently. Some of the improvements made as a result of this community outreach included; 160,000 new hours of service — 72% in expanded bus service and 28% in streetcar service. Overall System wide RTA has invested approximately $13 million since September 2014. More hours of service for better timing on transfers and connections. More express buses. Opened Loyola Avenue line in January 2013. North Rampart/St. Claude Avenue line in fall of 2016. Improved connectivity of streetcars, buses and ferries for multi-modal access to neighborhoods Details about New Orleans East Service Expansions; NOE Owl 1a to 5a Broad bus runs 24 hours Increased rush hour, weekend and evening service on Broad bus Added evening and new weekend service on Hayne bus

Community Engagement/Interagency Relations Success Preparatory Academy Public Information Office is working in collaboration with the Operations and Success Preparatory Academy to provide an overview of transit to a group of special needs students who will be using the fixed route RTA system beginning May 1, 2017. National Association of Black Journalists Public Information Office attended a reception for the planning committee of the National Conference to meet with key organizers and national media in town to discuss the importance of transit in New Orleans and secure a partnership with the organization to insure media coverage by hundreds of minority media who will be visiting the city in August 2017. Bike to Work Day NOLA 2017 RTA partnered with Bike to Work day for the 2nd year in a row to provide the training bike rack as part of the events held on Wednesday, April 12. Organizers taught bicyclists how to properly load their bikes and discussed the benefits of using a combination of biking and using RTA to get wherever their day takes them.

Community Engagement/Interagency Relations Bike to Work Day NOLA | April 12, 2017

Cleaner, Smarter Transit. THE END @NewOrleansRTA