Meeting_Body
FINANCE, BUDGET AND AUDIT COMMITTEE
FEBRUARY 19, 2020
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).
Background
BACKGROUND
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 fixed-route buses and trains in Los Angeles County; Access currently has 147,000 registered riders. Access' paratransit service is a next-day, shared-ride, curb-to-curb service with additional assistance available to qualified individuals. The service operates throughout most of the County of Los Angeles and is operated by six contractors in the following regions: Eastern, Southern, West Central, Northern, Santa Clarita and Antelope Valley. Access provides service to customers who are traveling between locations that are located within 3/4 of a mile of local bus routes and rail lines. Customers call Access' service providers directly to make trip reservations or book a trip online.
Discussion
DISCUSSION
FY 20 Operational Performance
Key Performance Indicator
Target
FY 2019
*FY 2020
On Time Performance
= 91%
92.0%
91.4%
Excessively Late Trips
= 0.10%
0.08%
0.12%
Excessively Long Trips
= 5%
3.8%
3.3%
Missed Trips
= 0.75%
0.52%
0.49%
Trip Denials
= 0
10
11
Access to Work On Time Performance
= 94%
95.8%
94.8%
Average Hold Time (Reservations)
= 120
80
79
Calls On Hold > 5 Min (Reservations)
= 5%
4.5%
4.0%
Calls On Hold > 5 Min (ETA)
= 10%
5.5%
4.9%
Complaints Per 1,000 Trips
= 4.0
3.3
2.5
Preventable Incidents
= 0.25
0.21
0.22
Preventable Collisions (Weighted)
= 0.50
0.64
0.72
Miles Between Road Calls
= 25,000
54,878
59,558...
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