CAC MeetingNovember 10, 2020

Emergency Management Update

COVID-19 Delivery Program Updates

• On November 2nd, Access implemented a new meal delivery program in partnership with the Kevin Dobson Memorial Food to Life Program.

• There are three current meal and grocery delivery projects active with four service regions involved.

• As of Wednesday, November 4th, Access has made271,000 total deliveries to date across all active and demobilized projects.

COVID-19 Same Day Service Update

• As of November 3rd, Access has completed 24,621 same-day trips since the program was implemented on May 4.

• As of November 3rd, Access has completed 46 total curbside pick up trips since the program began on June 8.

COVID-19 Impacts on Ridership

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

18,000

3‐Feb

10‐Feb

17‐Feb

24‐Feb

2‐Mar

9‐Mar

16‐M

ar

23‐M

ar

30‐M

ar

6‐Ap

r

13‐Apr

20‐Apr

27‐Apr

4‐May

11‐M

ay

18‐M

ay

25‐M

ay

1‐Jun

8‐Jun

15‐Jun

22‐Jun

29‐Jun

6‐Jul

13‐Jul

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27‐Jul

3‐Au

g

10‐Aug

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24‐Aug

31‐Aug

7‐Sep

14‐Sep

21‐ Sep

28‐Sep

5‐Oct

12‐Oct

19‐Oct

26‐Oct

2‐Nov

Weekday Trip Volume Booked Completed

Great California ShakeOut Drill• On October 15, Access

participated in the Great California ShakeOut Statewide Earthquake Drill.

• The drill was planned and facilitated via Zoom by Access’ Workplace Safety Committee.

• Forty-seven staff members participated.

2020 Election EOC Activation• On November 3rd and 4th, the Access Emergency

Operations Center (EOC) activated with an additional evening shift to monitor for potential service disruptions related to the election.

• A Road Safety Inspector was on duty late into the evening hours.

• A total of 332 trips to voting locations or ballot drop off sites were scheduled on Election Day.

• Voting Locations: 229

• Ballot Drop Off: 103

• No impacts to service were reported.

Thank you!

Questions?

Community Advisory Committee

Technology FocusedCustomer Survey

Update

Tuesday, November 10, 2020

Background

• Customer Satisfaction Surveys – A method to determine if Access is meeting customer needs

• Traditional biennial survey

• More focused surveys (ex. Free Fare usage)

CAC and TPAC Discussion Highlights

• Presentations: CAC on Aug. 11 and TPAC on Sep. 8;

• Preference for a technology-focused survey at this time

• Discussion to expand options for reaching customers

• TPAC discussion on reaching non-English/non-Spanish speaking respondents

• Review of draft questionnaire

Draft Survey Question Topics (1-3)

• What technology does the respondent have? –Internet, smart phone, wearable technology, data plans, etc.

• Comfort or concerns with Access vehicle improvements – AV and/or electric vehicle development

• Comfort or concerns with mobile ticketing for Access trips

Draft Survey Question Topics (4-8)

• Experience with Where’s My Ride mobile app

• Experience with Online Booking

• Experience with Access’ website

• Best methods to disseminate Access information

• General Demographic information

Alternative Survey Distribution Methods

• Traditionally used telephone surveys

• Access’ contractor will expand to an email survey platform

• Also, can deploy a text-to-web-based survey

• For non-English & non-Spanish speaking respondents, may use Access’ translation service

Next Steps

• Seeking review and comments to the survey questionnaire (by Dec. 1);

• Eligible respondents:• Access customers who have used Access

technology; • Access customers active (pre-pandemic); or• All eligible Access customers

Questions

Thank You

Good for one ride up to 19.9 milesnon-refundable

Customer Service1.800.827.0829(TDD) 1.800.827.1359

BASE COUPONZ06922T

3.5” x 2.5”

Customer Service1.800.827.0829 TDD 1.800.827.1359

203569A

Base Coupon non-refundable

Good for one ride up to 19.9 miles

Customer ServiceCustomer Service11..808000..828277..08290829TDD TDD 11..808000.827

one ride up to ne ride up to 1199..9 miles9 miles

current size: 3.5” x 2.75”

TEAR OFFDIFFERENTIATOR

NO TACTILE DIFFERENCE NEEDED BECAUSE BASECOUPON IS THE LARGEST OF ALL THE COUPONS

Customer Service1.800.827.0829(TDD) 1.800.827.1359

Z06922T

PLUS ZONE +For use with Base Couponnon-refundable

3” x 2.5”3” x 2.5”

$2.00 valuenon-refundable

Customer Service1.800.827.0829(TDD) 1.800.827.1359

FLEX COUPONZ06922T

Customer Service1.800.827.0829 TDD 1.800.827.1359

Plus Zone Coupon non-refundable

For use with Base Coupon

203569ASAMPLE

Sustomer Serviceomer Service

1.800.827.08291.800.827.0829TDD 1.800.827TDD 1.800.82

MPth Base Couponh Base Coupon

current size: 2.75” x 2.25”TACTILE NOTCH TO DIFFERENTIATE FROM PLUS COUPON

Operations UpdateCommunity Advisory Committee

November 10, 2020

Statistics

Sep‐19 Sep‐20 FY21

Vehicle Trips Completed 311,868 138,123 388,517

Passenger Trips Completed 397,504 171,772 482,877

Reservation Calls Answered 260,959 118,088 322,673

ETA Calls Answered 51,921 28,512 77,651

WMR ETAs Requested * 139,465 397,727

*data not available

Performance Report Card

Key Performance Indicator Standard Sep 20 FY21On Time Performance  ≥ 91% 92.8% 92.9%Excessively Late Trips  ≤ 0.10% 0.05% 0.06%Excessively Long Trips  ≤ 5% 0.0% 0.0%Missed Trips  ≤ 0.75% 0.31% 0.35%Denials  ≤ 0 0 0Access to Work On Time Performance  ≥ 94% 98.0% 98.2%Average Hold Time (Reservations)  ≤ 120 49 52Calls On Hold > 5 Min (Reservations)  ≤ 5% 1.4% 2.2%Calls On Hold > 5 Min (ETA)  ≤ 10% 1.5% 1.5%Complaints Per 1,000 Trips  ≤ 4.0 2.2 2.3Preventable Incidents ≤ 0.25 0.00 0.07Preventable Collisions ≤ 0.50 0.44 0.42Miles Between Road Calls ≥ 25,000 55,148 57,016

October Highlights

> Access participated in the Great California ShakeOut exercise.

> Contractor staff were provided Access Strong shirts for their hard work and dedication during the pandemic.

> The Southern Region RFP is in the proposal review stages.

> Access staff are starting to prepare the Antelope Valley RFP.

Thank you for joining us.