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Apr 21, 2016 - *Quarter 3 Denial audit in progress. TRIPS SUMMARY. Vehicle Trips. Jul – Sep. Oct – Dec *Jan .... 11.

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Board Box April 2016

Item # 1. 2. 3.

Item Executive Summary Update Key Performance Indicators Financial Report for February 2016

Staff S. Verrinder S. Boden M. Thompson H. Rodriguez

Page 2 3-9 10-13

1

ITEM 1 APRIL 21, 2016 TO:

BOARD OF DIRECTORS

FROM:

SHELLY VERRINDER, EXECUTIVE DIRECTOR SARAH BODEN, CHIEF OPERATING OFFICER

RE:

EXECUTIVE SUMMARY UPDATE

ISSUE: A recap of the most recent issues, events, and milestones:  



No significant deviations on any of the operating or performance statistics. The Customer Service contractor transition continues to go smoothly. ALTA is on track to meet KPI levels for Phase 1 before starting Phase 2, on May 23rd. Phase 2 will be the transition of Access customer service functions, including intake of complaints. The Where’s My Ride project is progressing according to plan. We are currently working with our Beta partner, Global Paratransit, on interfaces.

2

ITEM 2 APRIL 22, 2016

TO:

BOARD OF DIRECTORS

FROM:

MELISSA THOMPSON, DATA ANALYST

RE:

KEY PERFORMANCE INDICATORS

ISSUE: On the following pages is a summary of the Key Performance Indicators for:    

Operations Eligibility and Appeals Safety Customer Service Trips

On-Time Performance 91.8%

291,734

300,000 273,393

90.9%

91%

200,000 100,000 0 Mar-15

Jul-15

Nov-15

Mar-16

0% Mar-15

"Late 4" (45+ mins late)

Jul-15

Nov-15

Avg Initial Hold Time (Reservations) 0.14%

120 80

0.10%

Mar-16

77

0.07%

0.00% Mar-15

Jul-15

Nov-15

Mar-16

0 Mar-15

Jul-15

Nov-15

Mar-16

3

OPERATIONS

On-Time Performance Excessively Late Trips (L4)

Standard

Jul – Sep

Oct – Dec

Jan – Mar

≥ 91%

90.2%

90.4%

91.0%

90.5%

≤ 0.10% ≤ 120 secs

0.13%

0.16%

0.13%

0.14%

99

90

88

92

6.4%

4.6%

4.1%

5.2%

0.05%

0.09%

Average Hold Time Calls on Hold over 5 Minutes ≤ 5% Denials (Negotiations outside 1 hr) ≤ 1.0% *Quarter 3 Denial audit in progress

Apr – Jun

YTD

0.07%

TRIPS SUMMARY Vehicle Trips Jul – Sep System Antelope Valley Eastern Northern Santa Clarita Southern West Central Backup

836,548 34,979 231,168 153,768 8,648 279,847 126,567 1,571

Oct – Dec 833,077 35,607 228,337 152,575 9,161 280,389 124,998 2,010

*Jan – Mar 820,787 36,832 217,591 152,159 9,383 278,355 124,984 1,483

Passenger Trips – includes PCA’s, Guests, Children Jul – Sep Oct – Dec *Jan – Mar System Antelope Valley Eastern Northern Santa Clarita Southern West Central Backup

1,094,060 48,341 306,461 194,627 10,014 365,293 167,753 1,571

1,085,121 47,297 301,564 192,601 10,262 366,253 165,134 2,010

Apr – Jun

1,049,518 50,233 286,719 191,552 10,628 345,704 163,199 1,483

YTD 2,487,953 107,418 677,096 458,502 24,733 838,591 376,549 5,064

Apr – Jun

YTD 3,224,717 145,871 894,744 578,780 26,922 1,077,250 496,086 5,064

*Quarter 3 data not audited

4

KEY PERFORMANCE INDICATORS BY REGION On-Time Performance – 91 percent or better System Antelope Valley Eastern Northern Santa Clarita South West Central

Jul – Sep 90.2% 91.8% 91.0% 92.0% 95.7% 88.6% 89.9%

Oct – Dec 90.4% 91.1% 89.7% 92.0% 95.0% 90.5% 89.0%

Jan – Mar 91.0% 91.2% 90.6% 91.6% 96.2% 90.1% 90.3%

Apr – Jun

YTD 90.5% 91.4% 90.4% 91.9% 95.7% 89.8% 89.8%

Excessively Late Trips (Over 45 minutes late) – 0.10 percent or less System Antelope Valley Eastern Northern Santa Clarita South West Central

Jul – Sep 0.13% 0.00% 0.20% 0.04% 0.05% 0.11% 0.15%

Oct – Dec 0.16% 0.00% 0.29% 0.06% 0.03% 0.09% 0.22%

Jan – Mar 0.13% 0.02% 0.23% 0.05% 0.00% 0.09% 0.12%

Apr – Jun

YTD 0.14% 0.02% 0.24% 0.06% 0.03% 0.10% 0.16%

Denials (Negotiations outside 1 hour window) – 1 percent or less Jul – Sep System 0.05% Eastern 0.00% Northern 0.00% Southern 0.00% West Central 0.28% Santa Clarita 0.00% Antelope Valley 0.00% *Quarter 3 Denial audit in progress

Oct – Dec 0.09% 0.28% 0.00% 0.00% 0.00% 0.27% 0.00%

*Jan – Mar

Apr – Jun

YTD 0.07% 0.14% 0.00% 0.00% 0.14% 0.14% 0.00%

5

Average Initial Hold Time (Reservations) – 120 seconds or less System Antelope Valley Eastern Northern Santa Clarita South West Central

Jul – Sep 99 97 107 107 56 88 107

Oct – Dec 90 95 74 126 41 96 74

Jan – Mar 88 90 53 117 36 122 54

Apr – Jun

YTD 92 94 78 117 45 101 78

Calls on Hold over 5 minutes (Reservations) – 5 percent or less System Antelope Valley Eastern Northern Santa Clarita South West Central

Jul – Sep 6.4% 2.3% 10.1% 3.7% 2.3% 3.9% 10.3%

Oct – Dec 4.6% 2.0% 4.5% 5.6% 1.7% 4.8% 4.5%

Jan – Mar 4.1% 1.5% 3.2% 5.2% 1.0% 5.2% 3.2%

Apr – Jun

YTD 5.2% 1.9% 5.9% 4.8% 1.7% 4.6% 6.0%

Jul – Sep 3.9% 3.0% 3.1% 3.1% 3.1% 4.6% 4.5%

Oct – Dec 3.9% 3.6% 3.3% 3.2% 3.0% 4.4% 4.5%

Jan – Mar 3.9% 3.5% 3.2% 3.2% 2.9% 4.5% 4.2%

Apr – Jun

YTD 3.9% 3.4% 3.2% 3.2% 3.0% 4.5% 4.4%

Apr – Jun

YTD 86.9% 8.8% 3.0% 0.9% 0.4%

No-Shows System Antelope Valley Eastern Northern Santa Clarita Southern West Central

Comparability of Access to Fixed Route Travel Times Equal to or Less 1-20 minutes longer 21-40 minutes longer 41-60 minutes longer 60 minutes or longer

Jul – Sep 87.5% 8.6% 2.8% 0.8% 0.4%

Oct – Dec 86.6% 8.9% 3.1% 0.9% 0.5%

Jan – Mar 86.6% 9.0% 3.0% 0.9% 0.5%

The data above (based on a statistically valid sample) highlights the degree to which Access trips are comparable in terms of travel time to trips of a similar distance, origin and destination taken on local fixed route transit.

6

Complaints and Commendations - Summary System (Ratio by 1,000 trips) Category Jul – Sep ADA 0.0 Service Animal 0.0 Booking 0.4 Conduct 0.5 Late Trips 0.4 “Late 4” (+45 mins) 0.1 Procedure 1.3 Routing 0.2 Securement 0.0 Service 0.1 Travel Time 0.1 Vehicle 0.0 Total 3.1

Oct – Dec 0.0 0.0 0.3 0.5 0.3 0.2 1.5 0.3 0.0 0.1 0.1 0.0 3.2

Jan – Mar 0.0 0.0 0.4 0.6 0.3 0.2 1.6 0.2 0.0 0.1 0.1 0.0 3.6

Apr – Jun

YTD 0.0 0.0 0.4 0.5 0.3 0.1 1.5 0.2 0.0 0.1 0.1 0.0 3.3

Complaints by Region (Ratio per 1,000 trips) Jul – Sep Oct – Dec System 3.1 3.2 Antelope Valley 2.7 3.4 Eastern 3.0 3.8 Northern 2.1 1.9 Santa Clarita 1.2 0.3 Southern 4.4 4.1 West Central 2.5 2.7

Jan – Mar 3.6 2.1 3.9 2.0 0.5 5.4 2.3

Apr – Jun

YTD 3.3 2.7 3.6 2.0 0.7 4.6 2.5

Commendations (Ratio per 1,000 trips) Jul – Sep Oct – Dec System 2.5 2.7

Jan – Mar 2.4

Apr – Jun

YTD 2.5

7

ELIGIBILITY AND APPEALS Eligibility Jul – Sep

Oct – Dec

Jan – Mar

13,978

11,344

10,200

35,522

≤ 21

6.8

7.2

5.4

6.5

Standar d

Jul – Sep 649

Oct – Dec 612

Jan – Mar 666

≤ 30

7.1

8.6

6.5

Oct – Dec 0.5 0.0 0.5 0.5 0.0 0.6 0.7

Jan – Mar 0.7 0.7 0.9 0.4 1.3 0.8 0.2

Standar d ADA Evaluations Performed Days From Application to Decision

Apr – Jun

YTD

Appeals

Appeals Performed Days From Appeal to Decision

Apr – Jun

YTD 1,927 7.4

SAFETY

Preventable Collisions per 100,000 Miles Jul – Sep System 0.6 Antelope Valley 0.5 Eastern 0.8 Northern 0.5 Santa Clarita 0.0 Southern 0.5 West Central 0.4

Apr – Jun

YTD 0.6 0.4 0.7 0.5 0.4 0.6 0.4

8

CUSTOMER SERVICE Phone Statistics Customer Service* Jul – Sep 139,447

Oct – Dec 125,931

Jan – Mar 132,371

86

108

109

100

≤ 10% ≤ 300 sec ≤ 10%

5.6%

10.7%

11.0%

9.0%

207 6.5%

217 8.5%

217 9.0%

213 8.0%

Standar d

Jul – Sep

Oct – Dec

Jan – Mar

553

570

691

1,814

8.8

9.3

10.7

9.7

Standar d Customer Service Calls Average Initial Hold Time Calls on Hold over 5 Minutes Call Duration Calls Abandoned *includes OMC

≤ 180 sec

Apr – Jun

YTD 397,749

Complaint Response Time

Complaints requesting response Average days for response

≤ 14

Apr – Jun

YTD

9

ITEM 3 APRIL 14, 2016

TO:

BOARD OF DIRECTORS

FROM:

HECTOR RODRIGUEZ, DIRECTOR, FINANCE

RE:

FINANCIAL AND BUDGET REPORTS

Attached for your review are the draft financial reports for the month of February 2016. Approved FY 2015/16 Budget to Actual Fiscal Year-to-Date Comparison:         

Passengers: 2.7% under budget Contract Revenue Miles: 3.8% under budget Trips: 2.4% under budget Completed Eligibility Interviews: 12.7% under budget Average Trip Distance: 1.5% under budget at 9.15 miles Total cost per Passenger (before depreciation) 4.9% under budget Administration Function is 14.0% under budget Eligibility Determination Function is 12.3% under budget Paratransit Operations Function is 6.7% under budget

Attached are the following reports for your review:      

Statistical Comparison: February 2015 to February 2016 Expenses by Functional Area Budget to Actual Comparison of Statistics YTD Budget Results Graph: YTD PAX Cost Comparison Detailed Financial Reports

A copy of the financials (Balance sheet, Income Statement and Cash Flow) will be made available at the Board Meeting, our offices, or you may request an electronic copy.

10

Statistics - - For the YTD Period Ended February 2016

YTD Actual

YTD Budget

Variance

41,676

47,753

(4,634)

(12.7)%

0.9%

2,859,472

2,937,484

(78,012)

(2.7)%

1.1%

20,151,921

20,954,695

(802,774)

(3.8)%

2.3%

2,201,375

2,255,532

(54,157)

(2.4)%

0.6%

9.15

9.29

(0.14)

(1.5)%

1.7%

Number of Completed Cert Interviews Number of PAX Number of Contract Revenue Miles Number of Trips

% over Previous Yr

% Over Budget

Average Trip Distance Purchased Transportation Cost Cost per Trip

$

33.96

$

34.86

$

(0.90)

(2.6)%

1.2%

Cost per PAX

$

26.15

$

26.76

$

(0.61)

(2.3)%

0.7%

Cost per Contract Rev Mile

$

3.71

$

3.75

$

(0.04)

(1.1)%

(0.5)%

$

32.71

$

34.40

$

(1.69)

(4.9)%

(1.9)%

Total Cost per Pax before depreciation

11

Expenses by Functional Area For the YTD Period Ending February 2016

% of Cost

YTD Actual

YTD Budget

Variance

% Over Budget

Paratransit Operations

88.8%

$83,018,300

$88,990,513

$(5,972,213)

(6.7)%

(0.6)%

Eligibility Determination

6.7%

6,224,467

7,098,483

(874,016)

(12.3)%

1.0%

CTSA/Ride Information

0.4%

350,049

390,767

(40,717)

(10.4)%

12.5%

Administrative

3.9%

3,939,999

4,581,129

(641,130)

(14.0)%

(9.5)%

$93,532,815

$ 101,060,892

$(7,528,077)

(7.45)%

(0.8)%

Total Exp before Depreciation

% Over Previous Yr.

12

Budget Results for FY 2016 For the YTD Period Ending February 2016

YTD Actual

Total Expense Before Capital as of February 2016

YTD Budget

Variance Over Budget

(2.8)%

(0.8)%

0.31%

(2.3)%

0.0%

0.41%

$98,278,696

$101,060,892

$ (2,782,197)

Revenue Passenger Fares

6,331,679

6,324,690

6,989

Other Revenue Total Revenue

208,458 6,540,137

195,087 6,519,777

13,371 20,360

Capital Expenditures Vehicles

3,157,595

3,157,118

477

102,784 3,260,379

102,785 3,259,903

(1) 476

Other Capital Expenditures Total Capital Expenditure

$

Under Budget as of February 2016 Adjustments: Total Adjusted Under Budget YTD February 29, 2016

$

% over Previous Yr

% Over Budget

$

$(7,527,602) $(7,527,602)

13

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