Idea Transcript
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
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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.
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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
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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
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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%
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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.
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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
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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
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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
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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.
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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
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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.
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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)
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