1. Comprehensive Operational Review Mid-Study Update Presentation
June 2017

2. Meeting Agenda Project Update Peer Review Overarching Issues
Preview of Next Presentation
Questions
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3. Fine-Tuning of Recommendations
Project Progress
TPAC/CAC/Board
Feedback:
Mid-Study Findings
Project Kick-Off
Data Collection
Site Visit Interviews
Existing Conditions
Peer Review Analyses
Fine-Tuning of Recommendations
Final Report
Jan-Mar
2017
Apr-May 2017
Jun-July
Aug-Oct 2017
Project Kick-Off /Interviews
TPAC/CAC Board mtgs
Technical data gathering
Site visits to providers
Site visit to Access
Draft Mid-Study Report:
- Overview of Access
- Policies and procedures
- Mgmt and oversight
- Service/cost performance
- Peer review
- Overarching issues
- Key assessment areas
Final Mid-Study Report
TPAC/CAC meetings
Board workshop
Draft/Final Report
Recommendations
Implementation plan
Final Presentation

4. Key Assessment Areas Policies, Procedures, and Practices
Fleet and Service Mix
Management and Oversight
Technology
Financial Analysis
Alternative Service Model Structures
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5. Peer Comparison Ridership Service Area Size / Demographics
Peer Systems Selected
Atlanta
Boston
Chicago
Dallas
Houston
New Jersey
New York City*
Oakland/East Bay
Pittsburgh
Portland
Seattle/King County
Washington, DC
Ridership
Service Area Size / Demographics
Similar/Different Service Models
Other Reasons for Inclusion
Comparison of
Performance Standards
Actual Performance
Cost Performance
Technology
Cited benefits / challenges
* Late receipt
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6. Ridership (in millions)
Access’ ridership is the 2nd largest behind only NYC (not shown) and 2.5 times the peer system average
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7. Service Area Population (in millions)
Access’ service area population is the 2nd largest and over twice the peer system average
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8. Service Area Size (in Square Miles)
Access ranks 5th in total service area square miles across peers
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9. Trip Density Access ranks 1st in trips per square mile
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10. Similar and Different Service Models
(1) Access Link schedulers and service providers each do separate elements of the scheduling
(2) Tri-Met’s call and control center (CCC) contractor and is the same contractor serving all 3 zones
(3) WMATA is planning to implement an alternative service in 2017
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11. Other Reasons for Inclusion
City
Of Interest
Atlanta
Outsourced all functions except reservations function which is continues to be performed in- house
Boston
Transitioning from an Access-like model to a CCC contractor model; new pilot TNC partnership program
Chicago
Recently added a CCC contractor for scheduling and SDI functions only; trips booked by one service provider might be served by another
Dallas
Changed from in-house CCC functions to 1 turnkey contractor with 70% trips served by taxi subcontractor
Houston
In-house CCC functions; uses two un-zoned service provider contractors
New Jersey
In-house call center; final scheduling and decentralized are decentralized
NYC
Unique way of handling trips assigned to taxis that encourages cost savings
Oakland/EB
One of the few brokerage models remaining
Pittsburgh
Very similar structure to Access Services, but managed by an administrative broker
Portland
CCC contractor under a second contract is the service provider for all three zones
Seattle
Changing from a CCC contractor model to a single turn-key contractor (with a local subcontractor)
Wash DC
CCC contractor model with two (of the three) service providers sharing same area; third-party QA/QC contractor
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12. Access vs. Peers: Service Quality KPI Standards
Access Peers
On-Time Performance 91% 90% to 95%
Denials 1.0% None
Missed Trips None 0.5% to 1.0%
Excessively Long Trips None < 2%
Hold Time < 2:00 < 1:30 to < 3:00
Complaints/1,000 trips None < 2 to <5
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13. Access vs. Peers: Service Quality KPIs
Access Peer Range Peer Avg
OTP% 90.8% % % 90.3%
Missed Trip% 0.7% % - 2% 0.81%
Long Trips 1.32% % - 5.4%
Hold Time : :36 – 8:05
Complaints/1, – 4.0
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14. Access vs. Peers: On-Time Performance
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15. Access vs. Peers: Missed Trip Percentage
Vehicle doesn’t show up
Vehicle shows up late (after 20 minute pick up window and customer is not present or cancels at door)
Vehicle shows up on time, but do not wait required 5 minutes before leaving
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16. Access vs. Peers: Service Productivity
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17. Access vs. Peers: Operating Cost Per Trip
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18. Access vs. Peers: Technologies Utilized
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19. Lessons Learned
In large regions, using multiple dedicated service providers is good practice
Most peers with multiple service providers use a centralized call and/or control center model
Good practice for turn-key model (current Access model) is to request bids with and without call center contract
Peers credit centralized model with better customer experience, information, and flexibility
Can more easily implement conditional eligibility with centralized model
Moving to a centralized model would be a significant change for Access
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20. Over-Arching Issues Affecting Access Paratransit
Insufficient supply of employee drivers
Service inefficiencies – inter-regional trips
Improvement in service efficiencies provide immediate help to contractors – help Access at re-procurement time
Telephone access
Double hold times for inter-regional trip reservations
Customers making ETA calls experience long hold times
New West Central contract includes standards for ETA/cancellation calls for first time
Transfers – long trips, long delays, labor intensive
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