CalACT 2017 Spring Conference Speaker: Aaron Vogel

Background 6-month pilot testing the Bay Area’s first on-demand bus service Flexible service model supported by dynamic dispatch software to respond to customer trip requests in real time Fill in gaps in service, address first/last mile access, offer enhanced customer experience

+ Program Goals Increase ridership on VTA bus and light rail network; Provide service that achieves cost per passenger and fare recovery rates that are better than that of existing VTA services; and Use technology to be a nationwide leader in delivering dynamic transit service +

Timeline Fall 2015 - VTA completes market analysis to develop the FLEX Pilot Project (Core Connectivity Study Phase 1). January 2016 - VTA launches FLEX, a 6-month on-demand transit pilot service with optimized pick-up and drop off stops in North San Jose. April 2016 - FLEX service area expands. One-time ride credits are introduced. June 2016 - FLEX ridership averages 41 requests per day. July 2016 - FLEX pilot program ends. August/September 2016 – Staff presents findings to VTA Committees and Board of Directors.

FLEX Service Details Monday – Friday, 5:30a-8:30p 5.5 square miles Flat fare: $2 midday, $3 peak hours Request rides within designated FLEX service area FLEX stops marked by sidewalk decals FLEX Stop Decal (16” x 16”)

16.3 Average Daily Boardings 33.1 Average Daily Boardings Ridership Jan. 11 - Apr. 08 16.3 Average Daily Boardings Apr. 11 - June 20 33.1 Average Daily Boardings Total Completed Trips 2714 Canceled Trips 556 No-Shows 80

Ridership by Hour Total % AM Peak 640 23% Off Peak 1344 48% PM Peak 838 30% Total Boardings 2822 100%

Ridership by Stop Top 10 Ridership Stops Rivermark Village Seely at River Oaks 1st at River Oaks LRT station Renaissance at Enclave Apt Tasman at Champion LRT station (EB) Montague & River Oaks 1st at Rio Robles Agnew at Sun Fire Tasman at Champion LRT station (WB) Seely at Cadence

Other Performance Measures Total Registered Accounts 2,677 Total Distinct Riders 313 Regular Riders (20+trips) 42 Average Driver Arrival Time 7.5 min. Average Trip Time 8.5 min. Number of Bike Rack Uses 11 Number of ADA Lift Uses 1

Marketing and Promotion

Marketing and Promotion Digital Ads – Free Ride Credit Promo Facebook Digital Ads Free FLEX rides on Earth Day

Rider Survey – Key Takeaways 84% rated their experience with FLEX as “Good” or “Excellent” High marks for nearly all aspects of service, esp. drivers & payment 25% said they rode transit more, 56% reported no change 35% of trips were reported as to/from another VTA bus/rail service 41% would pay up to $3-$4 for a ride, 42% would pay $1-$2 About $1 higher since pre-pilot market research Awareness/learning through outdoor advertising and website 43% saw vehicles, 41% saw posters/billboards, 24% used VTA website

Non-Rider Survey – Key Takeaways Non-riders didn’t follow through because service area didn’t meet their needs Higher incomes than bus/rail riders: 42% earn $150k+, 21% earn $75- $124k 65% of non-riders have their own car, 24% don’t Largely Millennial men: 41% were 25-34, 75% men

FLEX Operators’ Feedback FLEX Operators said: Great Service; great pilot program Ended too fast Smaller vehicles would have worked better Buses are not pleasant to drive Some stops interfere with bike lanes Serve larger area and include service to seniors Has potential if operated at night Passengers really liked the service and were disappointed for shutting it down Failed to get feedback from the public and make necessary changes to reflect their feedback Encountered many app issues Suggestions for expansion: Great Mall, Old Ironsides, Alviso, Great America

Key Pilot Findings FLEX pilot didn’t achieve ridership goals but was well received by the public Short pilot limits the flexibility to adjust service parameters and collect additional data points; service didn’t have the chance to fully mature Service area expansion led to increased ridership Accurate data communication required redundant coverage from AT&T and Verizon The option to schedule a ride in advance would have made FLEX more attractive (70% of respondents)

Key Pilot Findings Short implementation timeline led to minimum advance marketing Partnership agreements must be signed in advance of revenue service Need to select vehicles of the appropriate size and type for operational flexibility and better passenger experience Union contract was not flexible to shift with passenger demand VTA cost structure combined with inherent low productivity of on-demand services result in high cost per passenger metric

Next Steps Peery Park Rides Pilot (MTC grant) First and last mile solution to public transit hubs Trip reduction for businesses while serving local residents Free fares Deviated shuttle program Subsidizes Taxi/TNC trips Electric Autonomous Vehicle (Federal grant) VA Hospital Almaden Valley Multi-provider approach (Core, Taxi, AV, Paratransit, & TNCs) On-Demand in real time Meet on and off peak demand Mobile ticketing Leverage Paratransit contract

Thank You