1. The RIDE Cost Savings Task Force Update
September 19, 2016
DRAFT – For Discussion Purposes Only

2. DRAFT – For Discussion Purposes Only
The RIDE Update: Overview
The RIDE is the MBTA’s primary paratransit service for those who cannot use fixed route some or all of the time.
The RIDE is a federally mandated paratransit program designed to provide complementary transit service to MBTA’s fixed routes (buses, light rail, subway) to those who qualify under the Americans with Disabilities Act (ADA)
The RIDE’s goal is to provide high-quality services to the ADA-eligible population in the most cost effective way possible
While the MBTA has made progress toward that goal, the RIDE remains complex and expensive, with a one-way variable passenger trip cost of approx. $32.85 ($46 inc. fixed).
The RIDE is required to provide next-day service and origin to destination services w/in ¾ mile of fixed route services for no more than twice the comparable fixed route fare
The RIDE annually provides at least 200,000 non-ADA trips (not required by law) for an all-in cost of approximately $10M, including service outside of the mandated area and same-day reservations
At the request of stakeholders, a Joint Task Force was formed to realize $10M in savings to help preserve non-ADA service. The MBTA will evaluate the trajectory of program savings quarterly, starting at the end of Q1.
DRAFT – For Discussion Purposes Only
09/19/16

3. DRAFT – For Discussion Purposes Only
The RIDE Update: Joint Task Force Overview
At the urging of stakeholders, the MBTA formed a community based task force charged with realizing savings and shifting trips to lower cost providers.
Membership
Access Advisory Committee to the MBTA
Bay State Council for the Blind
Boston Center for Independent Living
Disability Policy Consortium
Mass Senior Action
Health and Human Services (Human Service Transportation)
MBTA RIDE and System-wide Accessibility staff
Office of the Chief Administrator
Schedule
Meetings approximately every three weeks.
Format
Report out from members, brainstorming around program design or other opportunities, outreach in between meetings.
DRAFT – For Discussion Purposes Only
09/19/16

4. DRAFT – For Discussion Purposes Only
The RIDE Update: Cost Savings Initiative Overview
Since January, the Task Force has worked to develop and begin implementing a broad set of initiatives.
The RIDE Cost Saving Initiatives
Centralized Call & Control Center (now The Ride Access Center)
Travel Training
Reduced Fare Charlie Cards
Mass Health (HST)
Subsidized TNCs
RTAs
Subsidized Taxi
Non Profit Orgs / Municipalities
DRAFT – For Discussion Purposes Only
09/19/16

5. The RIDE Update: Overview
The RIDE has recently done a good job minimizing any increases in the total volume of trips due to more accurate eligibility determinations and promoting alternate services.
Implemented more accurate eligibility determinations
DRAFT – For Discussion Purposes Only
09/19/16

6. DRAFT – For Discussion Purposes Only
The RIDE Update: Overview
Two months into the fiscal year, total RIDE trips by registered customers are down 7,810 (2.5%) vs. FY16.
308,516
300,706
Total trips are down by 2.5%, with non-ADA trips down 9.5% versus last year
DRAFT – For Discussion Purposes Only
09/19/16

7. DRAFT – For Discussion Purposes Only
The RIDE Update: Overview
To date, the RIDE is averaging ~4,000 shifted trips per month, but, to save $10M, the RIDE needs to shift over 18,000 trips per month (~217,000 RIDE trips annually).
Work to Date
Wellesley and Dover service assumed by MWRTA on July 1
Shifting up to 1000 trips per month
Launched a Taxi pilot in January moving trips to lower cost providers
Shifting ~400 trips per month
Partnered with SCM, a non-profit transportation agency
Shifting ~200 trips per month
Educated customers regarding MassHealth medical transportation
Launched on-demand paratransit pilot on 9/16
Accelerated call and control center
DRAFT – For Discussion Purposes Only
09/19/16
Shifted Trip Calculation: $10M savings / $46 fixed + variable cost per trip / 12 months = 18,000 trips (with just variable cost, trips could be as high as 26,000 trips per month. Both calculations assume a 100% conversion of trips to zero cost to the MBTA alternatives.

8. DRAFT – For Discussion Purposes Only
The RIDE Update: Overview
Even though trip numbers have decreased, a significant expansion of projects is needed to reach the goal of shifting enough trips to save $10M.
Overall costs have increased by $0.6M over last year (a 7.4% increase)
Current contracts with RIDE vendors have yearly escalators for both fixed and variable rates – leading to a majority of this increase
Variable Rate Increase of 3.5%
DRAFT – For Discussion Purposes Only
09/19/16

9. DRAFT – For Discussion Purposes Only
The RIDE Update: Appendix
DRAFT – For Discussion Purposes Only
09/19/16

10. The RIDE is a complex operation serving a very diverse customer group.
The RIDE Update: Overview
The RIDE is a complex operation serving a very diverse customer group.
Span and Scope
The RIDE covers 58 cities and towns
Runs generally from 5:00 am – 1:00 am (matching fixed route)
Eligibility
Individuals (and their Personal Care Assistants) who, because of a disability, cannot use fixed route some or all of the time
20% of customers are designated as “lift only”
Ridership
2.1M per year (1.8M registered passenger trips)
6,800 per weekday on average
33% of all rides have both an origin and destination in Boston
Fares
$3.15 ADA trips (within area and specs. mandated by ADA)
$5.25 non-ADA premium (outside of ADA, optional to provide)
DRAFT – For Discussion Purposes Only
09/19/16

11. DRAFT – For Discussion Purposes Only
The RIDE Update: Overview
The RIDE provides high-quality service beyond that of its peers and regulatory requirements.
The RIDE
(avg. of last three FYs)
National Benchmarks
On-time performance
95.8% (20 minutes)
90% (20 minutes)
Missed trips
0.1%
0.5%
Reservation window
30 minutes
60 min (FTA maximum)
Phone average hold time
80 seconds
120 seconds
DRAFT – For Discussion Purposes Only
09/19/16

12. DRAFT – For Discussion Purposes Only
The RIDE Update: TRAC
The Ride Access Center is the primary reform initiative that will allow for a new business model and significantly reduce costs.
Schedule
Still on track for 6 month accelerated implementation
First phone call in January
Program Design
Design improves customer service and incorporates significant public input (outreach plan in appendix)
Extensive meetings with current providers
Financial Savings
Rapid return on investment due to eliminated fixed costs and operational savings
After full implementation (Q1, FY18), yields average annual operational cost savings of at least $12M, increases to at least $17M in FY20
Net savings over life of base contract: $38.5M
RIDE Customer
FMCB / MBTA
Service Providers
TRAC
DRAFT – For Discussion Purposes Only
09/19/16

13. Construction is underway at One Cabot Road in Medford!
The RIDE Update: TRAC
Construction is underway at One Cabot Road in Medford!
DRAFT – For Discussion Purposes Only
09/19/16

14. DRAFT – For Discussion Purposes Only
The RIDE Update: Travel Training
MBTA System wide Accessibility and the RIDE recently completed a competitive procurement that resulted in a new travel training partner beginning in September.
Will allow for co-location and easy referrals from RIDE Eligibility Center
Contract calls for quadrupling of travel orientation sessions to serve at least 400 customers per year, as well as a tripling of one-on-one trainings
Contractor will additionally take on significant increases in outreach and marketing of the services, as well as alternative transportation options
DRAFT – For Discussion Purposes Only
09/19/16

15. DRAFT – For Discussion Purposes Only
The RIDE Update: Free Fare Card
The MBTA’s existing free fare (RideCharlie Card) pilot was analyzed to determine the potential for savings via trip conversion.
To determine the program’s efficacy and potential savings, 2015 trip data for those with and without free fare cards was compared
Individuals with cards averaged more than three fewer RIDE trips per month by the end of the year than those who had no card (a 35% savings in the final month, a 7% savings over the entire year)
Potential annual savings of $242 per customer issued a free fare card.
Other transit agencies with similar programs have stressed the need to proceed cautiously.
- Its all about conversion (w/o conversion you lose $$ as lost revenue or actual cost of providing fixed route trip eat away at savings
- Its all about getting enough people in (modest savings w/o large numbers of people)
DRAFT – For Discussion Purposes Only
09/19/16
1 Calculated by taking the difference between control and sample group average trips over the indicated period of time and multiplying that by the average variable cost per trip ($31.19). Cost savings would be lower if you take into account both the potential “lost” revenue ($2.25/trip) by giving away free trips and the actual cost of delivering those trips across the fixed route system (estimated at $0.50/ride). Average fixed route usage for sample group was 26 trips / month for all of 2015, 27.4 in Oct-Dec, and 27.6 in Dec only.

16. DRAFT – For Discussion Purposes Only
The RIDE Update: Reduced Fare Card
In order to maximize savings from this initiative, an implementation plan for the following proposals is being created to accurately provide track reduced fare cards.
Automatic distribution of reduced fare Charlie Cards to all new customers as they become RIDE eligible
Automatic distribution of reduced fare Charlie Cards to all customers that have certified eligibility over last four years but do not have an active card
Free Charlie Card to past and future graduates of travel orientation and/or travel training program
Free Charlie Card for current RTA paratransit customers that shift to fixed route system
DRAFT – For Discussion Purposes Only
09/19/16

17. DRAFT – For Discussion Purposes Only
The RIDE Update: MassHealth Transportation
A new partnership with MassHealth has provided an alternative transit option for eligible RIDE customers traveling to and from medical services.
In May, the MBTA and EOHHS (Health & Human Services) mailed all current RIDE customers to promote transit alternatives.
In June – August, HST trip authorizations increased by 7,000 (11%) over the same time period last year.
Change in ridership being analyzed to determine MBTA impact
DRAFT – For Discussion Purposes Only
09/19/16

18. DRAFT – For Discussion Purposes Only
The RIDE Update: RTAs
The MBTA is working with overlapping Regional Transit Authorities to provide service at a lower cost to both customers and the Commonwealth
MWRTA began providing service to Wellesley and Dover on July 1
Approximately 1000 trips per month
Additionally began providing direct trips from the entire MetroWest area to Newton, Needham, Waltham and Lincoln
Potential annual savings to the MBTA of $400K
Similar partnership with Brockton Area Transit planned for Q2
DRAFT – For Discussion Purposes Only
09/19/16

19. DRAFT – For Discussion Purposes Only
The RIDE Update: Non-Profits and Municipalities
Other partnerships have been forged to provide new alternatives to customers and savings to the MBTA.
Non Profits
Partnership with SCM, a non-profit transportation agency, to provide
free trips to home-care eligible RIDE customers
Eligibility handled by Mystic Valley Elder Services
Funded by SCM and a federal grant
212 trips per month, 100% increase over prior fiscal year ($83K in annual savings)
Seeking to replicate successful pilot
Municipalities
Meetings held with the City of Boston to identify areas of collaboration
Federal subsidy programs for capital and operations
Volunteer driver training programs
Data mining for RIDE trips that could be completed by COA
Somerville, Cambridge and Brookline up next.
DRAFT – For Discussion Purposes Only
09/19/16

20. DRAFT – For Discussion Purposes Only
The RIDE Update: Taxi Subsidy
To gauge interest in alternatives to The RIDE, a pilot was launched with area taxi companies in January.
Tested three different fare payment options (debit card, credit card, and CabConnect card)
Customers paid $2 fare, MBTA provided additional funds for trip up to $13
Enrolled 137 active customers who completed over 3,200 trips
Assessed program feasibility in terms of:
Impact on RIDE usage
Level of back office effort
Overall cost effectiveness
Expansion of program to 2,000 customers expected by late fall
DRAFT – For Discussion Purposes Only
09/19/16

21. % Change in Trips (Jan-April) Change in Costs (Jan-April)
The RIDE Update: Taxi Subsidy
Trip conversion and customer targeting were identified during the pilot as key levers that need to be adjusted to create sustainable cost savings.
% Change in Trips (Jan-April)
Change in Costs (Jan-April)
RIDE Only
Total
(RIDE + Taxi)
Per Customer
All Pilot Customers (137)
-7%
18%
$ 5,116 $
Consistent Customers (51)1
-12% 3%
$ (5,021)
$ (98.45)
Subscription Customers (15)2
-11%
$ (2,689)
$ (179.27)
Customer ridership was compared to a January to April baseline derived from multiple previous years.
While the entire set of pilot customers did not produce a net savings, individual subsets of customers were found to produce savings
Customers with lower variance from year to year and those who book subscription trips (travel based on regular weekly schedule) produced significant levels of savings
1 Customers who had less than +/- 30% variance in trips from Jan-April and who had greater than zero trips in 2015 (not including subscription)
2 RIDE customers who make a reservation to and from the same locations for three or more days per week can request that these trips be automatically scheduled
DRAFT – For Discussion Purposes Only
09/19/16

22. DRAFT – For Discussion Purposes Only
The RIDE Update: Taxi Subsidy
Over 80% of customers indicated they were likely to continue using the taxi program. The full roll-out, therefore, will focus on administration and oversight
Target “Ideal Customer” identified via survey results and data analysis
Possesses a high likelihood of same day trip scheduling
Maintains standard trip schedules
Desires a more direct route to their destination
Takes shorter mileage / local trips
Motivated by reduced fares
Simplify program administration and customization
Change fare media to better calibrate program to the type of customer
Set up automatic monitoring of participant activity to reduce chance of non- conversion / overuse
Better educate customers and drivers on program elements and limitations
Extend customer marketing / outreach to public forums and in-person events
DRAFT – For Discussion Purposes Only
09/19/16

23. Pilot Purposes and Benefits
The RIDE Update: Rideshare Pilot
A rideshare pilot has been established in partnership with Uber and Lyft to both expand customer options and reduce overall program costs.
Pilot Purposes and Benefits
Improve flexibility and mobility for paratransit customers
Identify customers that could be more effectively served by on-demand transit options ↓ $
Provide equal or better levels of service at a lower cost
Test how trips can be converted from the RIDE to on-demand options on a longer term basis
Identify the financial and operational feasibility of the new model
DRAFT – For Discussion Purposes Only
09/19/16

24. Innovative Pilot Elements
The RIDE Update: Rideshare Pilot
The resulting pilot structure with two providers will give a unique opportunity to test different approaches to paratransit ridesharing at the same time.
The RIDE
Taxi
Ridesharing
Innovative Pilot Elements
Cost to Customer
$3.15 or $5.25 for premium trips1
$2.002
Customized Billing: For all eligible trips, customer pays first $2, the MBTA pays next $13, and the customer pays remainder of the trip’s cost
Ex. $8 trip (Customer: $2, MBTA: $6)
Ex. $19 trip (Customer: $6, MBTA: $13)
Cost to the MBTA
$31.19 (variable only)
$46.88 (inc. fixed)
Up to $13.00
Request Timeframe / Process
Minimum one day in advance
Can schedule up to 7 days in advance
Immediate request to dispatch
Advanced scheduling allowed
On demand: Instant request to dispatch
Limited advanced scheduling allowed
Uber: Ability to schedule ahead of time
Uber: Customized app for MBTA The RIDE users
Day-Of Wait Time
Given 30 minute window
As low as 5 min in core service areas
Uber and Lyft: Vehicle tracking and vehicle approaching messaging
Order Process
Phone reservation
Mobile phone app, phone call-in option
Uber: Smart phones provided to select individuals in pilot without access any
Lyft: Call-in option for those w/o smart phones
Vehicle Types
Contractor-provided and MBTA-leased WAV and sedan vehicles
All contractor-provided
Available, but limited supply of WAV vehicles
Uber: Existing UberACCESS service for WAV
Lyft: Contract with 3rd party WAV provider
MBTA: Incentive to encourage WAV supply for Lyft
DRAFT – For Discussion Purposes Only
09/19/16
1 Applies when trip origin and/or destination is greater than 3/4 miles from MBTA bus or subway service and outside of core areas, or for same-day trip requests or changes, except for trip time negotiation.
2 $2 for trips up to $15 in fare. See Innovative Pilot Elements for Cost for a full breakdown of costs, allocations, and examples.

25. DRAFT – For Discussion Purposes Only
The RIDE Update: Rideshare Pilot
The MBTA and its partners have focused on providing innovative, customized solutions to meet the needs of their customers.
Pricing
Apps
Ordering Options
Customer pays first $2, the MBTA pays next $13, and the customer pays remainder of the trip’s cost
Call-In Ordering
Sample $19 Trip $2
$13 $4 $6
Provided Smartphones $2
Sample $8 Trip
MBTA
Customer
$13 $6 $2
DRAFT – For Discussion Purposes Only
09/19/16

26. DRAFT – For Discussion Purposes Only
The RIDE Update: Rideshare Pilot
To achieve these benefits, The RIDE has gone through an extensive vetting, negotiation, and pilot design process.
March 21: RFP Opened
Held a public bidding process and invited people to submit proposals for creative ways they could provide a better service at a lower cost for paratransit customers.
April 29: Proposals Submitted
Received proposals from five providers
August 15: Selection Committee Decision
Decided to move forward in negotiations with two providers based on review of the following criteria: Drivers, Vehicles, Insurance, Trip Request, Vehicle Arrival, Denials and Customer Service, Pricing, Payment, Reporting and Program Management
August 25: Signed Agreements with Uber and Lyft
September 16: Press Event and Press Release
Received support of Governor and staff during event and announcement
September 19: Beginning of Beta Test Period
October 1: Expected Launch of Full Pilot
October 2016 – September 2017: Ongoing Program Operation, Evaluation, and Support
Design, operations, and overall effectiveness will be evaluated against stated pilot goals
Rapid pilot evolution and adjustment expected to capture learnings regularly
DRAFT – For Discussion Purposes Only
09/19/16