1

Results from the TPB Independent Review

of MetroAccess

National Capital Region Transportation Planning Board

Item 13

November 19, 2008

2

Significant Improvements

On-time performance for pick-ups, missed trips and no-shows have improved

2006

FY2008

2006: January to JuneFY2008: July 1, 2007 to June 30, 2008

3

Significant Improvements

Staffing levels have vastly improved

Staffing Increases

4

Significant Improvements

Customer complaints are responded to more efficiently

Communication with customers has improved

5

Significant Remaining Challenges

Staff turnover remains a concern

Annual Staff Turnover Rates

6

Significant Remaining Challenges

Early pick-ups and late drop-offs and excessively long trips are an issue

Spare vehicle ratio still below industry standard

7

Significant Remaining Challenges

Eligibility determinations are taking too long

Contract Structure is unusual --“all eggs in one basket”

8

Recommendations for WMATA

Work with MV Transportation to:

-Reduce employee turnover and retain quality and experienced staff

-Reduce early and late drop-offs and pick-ups and long ride-times

9

Recommendations for WMATA

-Fund capital plan to address spare vehicle ratio

-Simplify the recertification process for individuals with “permanent” disabilities

-Change future contract structure to engage multiple providers