Meeting_Body
FINANCE, BUDGET AND AUDIT COMMITTEE
SEPTEMBER 19, 2018
Subject
SUBJECT: ACCESS SERVICES - QUARTERLY UPDATE
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE status report on Access Services - ADA Paratransit.
Issue
ISSUE
This is a quarterly update on Access Services (Access), as requested by the Finance, Budget and Audit Committee.
Discussion
DISCUSSION
Agency Overview
Access is the Los Angeles County transit agency that provides paratransit services on behalf of Metro and 44 other fixed route operators, as mandated by the Americans with Disabilities Act (ADA). Eligibility for Access is based on a person's ability to use accessible buses and trains in Los Angeles County and has 158,000 registered riders to date. Access' paratransit service is a next-day shared-ride service, curb-to-curb service with additional assistance available to qualified individuals. The service is operated by six contractors in the following regions of Los Angeles County: Eastern, Southern, West Central, Northern, Santa Clarita Valley and Antelope Valley. Access serves any area within 3/4 of a mile on either side of a rail line or local bus route. Customers call Access' providers directly to make trip reservations.
FY2018 - Year End Review - Operational Performance
Access oversees its contractors' compliance with federal law and regulations and their service to Los Angeles County paratransit customers through regular audits and the monitoring of a number of Key Performance Indicators (KPIs). The major KPIs are listed below.
In FY18, Access provided more than 4.4 million passenger trips with an average of 11,000 trips daily. Overall, service for the year was strong with on-time performance exceeding the standard and averaging over 93 percent during the last six months of the fiscal year. Certain aspects of call center performance (e.g. calls on hold) showed a slight decline from last year. Due to the competitive labor market in Los...
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