1. CalACT 2017 Spring Conference
Speaker: Aaron Vogel

2. 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

3. + 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 +

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

5. 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”)

6. 16.3 Average Daily Boardings 33.1 Average Daily Boardings
Ridership
Jan Apr. 08
16.3 Average Daily Boardings
Apr June 20
33.1 Average Daily Boardings
Total Completed Trips
2714
Canceled Trips
556
No-Shows 80

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

8. 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

9. 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

10. Marketing and Promotion

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

12. 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

13. 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

14. 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

15. 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)

16. 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

17. 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

18. Thank You