Metro - File #: 2018-0763

• File #: 2018-0763
• Type: Informational Report
• Status: Agenda Ready
• File created: 11/26/2018
• In control: Finance, Budget and Audit Committee
• On agenda: 1/16/2019
• Title: RECEIVE AND FILE status report on Access Services - ADA Paratransit.
• Sponsors: Finance, Budget and Audit Committee, Fe Dalida
• Indexes: Access Board, Access Services Inc., Americans With Disabilities Act, Audit, Board approved a Motion, Budget, Budgeting, Call For Projects, Children, Contractors, Curbs, Customer service, Emergency Operations Center, Informational Report, Key Performance Indicator, Older Adults, Paratransit services, Partnerships, Persons with disabilities, Santa Monica, Testing, Time windows, Transit operators

Meeting_Body
FINANCE, BUDGET AND AUDIT COMMITTEE
JANUARY 16, 2019

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, 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 provides services in which customers are picked up and dropped off within 3/4 of a mile of local bus route and rail lines. Customers call Access' providers directly to make trip reservations.
FY19 - Operational Performance to Date
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.
From July 1 through November 1, 2018, Access provided more than 1.17 million passenger trips, approximately a two percent increase over the same period last year. Year to date, on-time performance (OTP) remained strong during September and October, which are generally challenging months because of increased customer demand coupled with significantly increased traffic congestion. Call center perf...