OCTA's Access Service - The Way to Go!!!!

Commendations 13

• CM1
  public transit is dissatisfied with the service received. As ACCESS service does not record over 1,000,000 boardings per month, the statistics is factored by 1,000 and then divided by the total ridership. The standard for customer complaints is one valid complaint per 1,000 boardings for ACCESS service. Table A-2 shows number of customer complaints for both FYs 2011 and 2012. 45 Source: Transit Division Performance Measurements Report for the Fourth Quarter of Fiscal Year 2011-12 OCTA's ACCESS Service – The Way to Go!!!! Table A-2. Courtesy: Customer Complaints Performance Variance Standard FY 2011 FY 2012 Variance Measurement (%) Courtesy ≤ 1 per 1,000 1.32 1.5 0.18 14% Valid Complaints N/A 266 1,741 15.3% 2,007 N/A 1,320,062 1.1% 1,334,460 14,398 Passengers For FY 2012, ACCESS did not meet the courtesy standard of one or less complaints per 1,000 boardings with a rate of 1.5, an increase of 14 percent from FY 2011 rate of 1.32. Total valid complaints for the year increased from 1,741 to 2,007, an increase of 15.3 percent and ridership increased in by 1.1%, respectively. Reliability of ACCESS service is measured using three performance metrics: on-time performance, service delivery failures, and miles between road calls. Reliability: On-time performance (OTP) is a measure of performance
• CM2
  evaluating a revenue vehicle's adherence to a scheduled pick-up time for transportation on a demand-responsive schedule. On ACCESS, a trip is on- time as long as the revenue vehicle arrives no later than the 30-minute window of the scheduled pick-up time. Table A-3 shows on-time performance data for both FYs 2011 and 2012. Table A-3. Reliability: On-time Performance Variance Performance Standard FY 2012 FY 2011 Variance Measurement (%) Reliability: On-time ≥ 95% 93.9% 93.3% -0.6% -0.64% Performance For FY 2012, ACCESS did not meet the reliability standard of operating on- time at 95 percent or more with a rate of 93.3 percent, a decrease of 0.64 percent from FY 2011 rate of 93.9 percent. Reliability: Service Delivery Failure (SDF) is a unique measurement
• CM3
  specific to ACCESS service. This indicator is an occurrence when a vehicle does not arrive at the pick-up location until 90 minutes after the conclusion of a 30-minute on-time window (i.e., 120-minutes). Table A-4 shows SDF data for both FYs 2012 and FY 2011. Table A-4. Reliability: Service Delivery Failure Performance Variance Standard FY 2012 FY 2011 Variance Measurement (%) OCTA's ACCESS Service – The Way to Go!!!! Reliability: Service 129 0 233 104 80.6% Delivery Failure In FY 2012, ACCESS did not meet the SDF standard of zero service delivery failures. ACCESS recorded 233 SDFs, an increase of 80.6 percent from FY 2011 results of 129. Overall, SDFs accounted for less than one percent of the total trips provided annually. Reliability: Miles Between Road Calls is a maintenance performance
• CM4
  indicator that measures the vehicles between mechanical failures of a vehicle used for public transit during revenue service (i.e., in active use). Road calls may cause a delay in service and necessitate removing the vehicle from service until repairs are made. Table A-5 shows number of road calls both in FYs 2011 and 2012. Table A-5. Reliability: Miles Between Road Calls Performance Variance FY 2012 Standard FY 2011 Variance Measurement (%) Reliability: Miles ≥ 25,000 38,251 25,981 -12,269 -32.1% Between Road Calls Valid Road Calls N/A 266 365 99 37.2% N/A Fleet Miles 10,174,673 9,483,203 -691,470 -6.8% In FY 2012, ACCESS exceeded the reliability standard of 25,000 or more miles between road calls with a rate of 25,981, a decrease by 32.1 percent from FY 2011 rate of 38,251. Total road calls for the year increased from 266 in FY 2011 to 365 in FY2012, an increase of 37.2 percent. Maintenance reliability is influenced by the age and mileage of the vehicles. Currently, the average age of the fleet is approximately four years, and the average mileage per vehicle is nearly 150,000. Ridership (or boardings) is the number of rides taken by passengers using
• CM5
  public transit, which is influenced by the weather, economy, and seasonal variations in demand. Table A-6 shows ridership for both FYs 2011 and 2012. Table A-6. Ridership Performance Variance FY 2011 FY 2012 Variance Budget Goal Measurement (%) Ridership ≥ 1,148,487 1,320,062 1,334,460 14,398 1.1% In FY 2012, ACCESS met the ridership goal of 1.15 million boardings with 1.33 million, an increase of 1.1 percent in ridership from FY 2011 result of OCTA's ACCESS Service – The Way to Go!!!! 1.32 million. Comparing the factors impacting ridership between fixed-route and paratransit, many ACCESS trips are non-discretionary i.e., for medical appointments or to attend day programs provided to persons with special needs, unlike fixed-route ridership which is more heavily impacted by changes in the local economy, in particular, the unemployment rate and gas prices.
• CM6
  covered by passenger fares calculated by dividing the farebox revenue by total operating expenses. Table A-9 shows farebox recovery ratio for both FYs 2011 and 2012. Table A-9. Farebox Recovery Ratio Performance Variance Budget Goal FY 2011 FY 2012 Variance Measurement (%) All Paratransit ≥ 9.8% 10.5% 9.7% -0.8% -8% ACCESS N/A 5.7% 5.8% 0.1% 1.8% In FY 2012, all paratransit did not meet the annual budget target for the farebox recovery ratio of 9.8 percent or more with a ratio of 9.7 percent, a decrease of 0.8 percent from FY 2011 ratio of 10.5 percent. The ratio was affected by the lower fare revenues collected despite operating costs holding steady. Cost per Revenue Vehicle Hour (RVH) is one of the many industry
• CM7
  standards used to measure the cost efficiency of transit service and establishes the financial resources needed to produce an hour of revenue service. It is calculated by dividing operating expenses by RVH. Table A-10 shows cost per revenue vehicle hour for both FYs 2011 and 2012 Table A-10. Cost Per Revenue Vehicle Hour Performance Variance Budget Goal FY 2011 FY 2012 Variance Measurement (%) ACCESS ≤ $89.39 $72.90 $76.65 $3.75 5.1% Operating Costs N/A $48,137,535 $2,540,758 5.6% $45,596,777 N/A 625,508 628,052 0.4% RVH 2,545 In FY 2012, ACCESS met the annual budget target for the cost per RVH of no more than $89.39 per RVH with a rate of $76.65. This rate represents an increase of 5.1 percent from FY 2011 rate of $72.90. The increase in demand-response taxi use is yielding cost efficiencies. OCTA's ACCESS Service – The Way to Go!!!! Appendix B ACCESS Customer Satisfaction Survey46 OCTA conducts a periodic customer satisfaction survey to evaluate customer opinions and perceptions regarding ACCESS service in an effort to understand the special needs of its customers and to deliver quality service. A prior customer satisfaction survey was conducted in 2008. In 2011, OCTA mailed out 13,578 surveys and 2,732 completed surveys were returned (a 20% response rate). Rea and Parker Research of San Diego conducted the survey, and tabulated data and analyzed the results of the ACCESS survey. The survey results are summarized below: Satisfaction with ACCESS service
• CM8
  same (57 percent) or better (37 percent) than it was 12 months ago. While in 2008, 90 percent of ACCESS customers had the same opinion. In 2011, ACCESS users were not satisfied with travel time, on-time, and the
• CM9
  30-minute on-time pick-up window performance of ACCESS service, even though these service characteristics showed an improvement in 2011 compared to 2008. The improvement levels in these three areas were 9 percent, 15 percent, and 12.4 percent, respectively. ACCESS Usage Characteristics
• CM10
  ACCESS service for health/doctor appointments, followed by social/recreational (37 percent) and personal business/errands (36 percent). 46 Source: OCTA 2011 ACCESS Customer Satisfaction Survey Report (November 2011) OCTA's ACCESS Service - The Way to Go!!!! More women than men used ACCESS service for shopping, social, recreational, and personal business trips. The percentage of relatively new users of ACCESS (using the service for less than one year) increased to 15 percent in 2011 from 8 percent in 2008. A large share of ACCESS survey respondents was female-69 percent female and 31 percent male. This is consistent with data in the overall ACCESS customer data base where 62 percent are female. There are also many seniors using ACCESS service with 70 percent age 60 years or older. A majority (48 percent) of survey respondents would not book ACCESS
• CM11
  reservations on line if this service were available. Only 28 percent of respondents favored this option and 24 percent were not sure. Men (38 percent) and younger customers (51 percent in the age group 44 years and younger vs. 25 percent in the age group 45 years and older) were more likely to book reservations on line. ACCESS Eligibility Process:
• CM12
  from 23 percent to 32 percent in 2011. Among the 32 percent, who had used the Same-Day taxi service, frequency of use was not high with 53 percent using the service only a few times per year. Among the 68 percent of ACCESS customers who had not used the Same-Day taxi service, 57 percent were not aware that the service existed. There was considerable satisfaction with the Same-Day Taxi Service among
• CM13
  the 32 percent those who have used this service. Eighty three percent of these users were very or somewhat satisfied with this service. This is an improvement over the 70 percent level reported in 2008. Same-Day taxi customers were also highly satisfied with travel time, safety on taxi trip, driver courtesy, on-time performance, and cleanliness characteristics of taxi service. Reduced Fare Program

Agency Responses 2

Government agencies' official responses to this report's findings and recommendations. Click on a response to see the structured breakdown.