Quarterly Report Transit Bureau, Local Transit Operations. First Quarter, Fiscal Year 2015 (July 2014 September 2014) ART & STAR

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1 Quarterly Report Transit Bureau, Local Transit Operations First Quarter, Fiscal Year 2015 (July 2014 September 2014) ART & STAR A Arlington Transit ART 1) Introduction The purpose of ART is to provide fixed route cross-county transit service, connecting neighborhoods with Metrorail stations and major activity centers, complementing existing Metrobus transit service. Attachment A, Service Overcrowding Assessment, describes the span and frequency of each ART route and gives an initial assessment of overcrowding. 1 2) Service Changes Effective July 1, ART base fares increased from $1.50 to $1.75. ART discounted fares for seniors, middle and high school students, and people with disabilities increased from $0.75 to $0.85. Effective July 7, schedule changes were made to ART Routes 43, 45, 53, 62 and 84. ART 43 peak-only service was added connecting Crystal City and VRE with Rosslyn and Courthouse as a Blue Line alternative. Route 45 service hours were extended by 3 hours to 11pm. Trips were eliminated from ART Routes 53, 62, and time adjustments made on ART Route 84 which enabled the addition of a peak period trip. Service change notifications were made through targeted public groups, local civic associations; social media; public meetings; on-board and local publications, and notices were placed on all fareboxes. 3) Ridership For first quarter Fiscal Year 2015, 745,099 passengers were transported on ART a decrease of 0.44 percent in ridership from first quarter Fiscal Year 2014 (748,363). ART 41 remains the strongest route with 35% of average ridership followed by ART 42 with 11%, ART 87 with10%, ART 45 with 9%, and ART 77 with 8%. The average number of weekday, Saturday and Sunday passengers respectively was 10,227, 4,139 and 2, The data from which the overcrowding assessment is derived is from several sources. Staff is comparing the data for accuracy, as the estimates may be too low. 1

2 The average passengers per revenue hour this quarter was The standard for this performance criterion is 12 passengers per hour on Secondary Transit Network routes, and 35 passengers per hour on Primary Transit Network routes (ART 41). Most routes exceed this productivity standard except for Route 53 (9.86 per hour). The new ART 43 that began the last day of third quarter for Fiscal Year 2014 has now exceeded the productivity standard (18.31 per hour). All ART productivity and effectiveness statistics for Fiscal Year 15 are shown in Attachment B by route. 4) Revenue Cost-recovery system-wide for ART first quarter Fiscal Year 2015 was 33.64%, compared to the standard of 20% for Secondary Transit Network routes and 35% for Primary Transit Network routes. Five ART routes failed to meet the cost recovery standard: 53 (10.81%); 61 (13.55%); 62 (13.62%); 74 (10.72%); and 84 (19.44%). ART route 75 cost recovery improved to meet the standard (20.68%). For ART 41, ART s sole Primary Transit Network route, cost recovery during First Quarter Fiscal Year 15 was 58.13%, exceeding the current standard of 35%. 5) Performance On-time performance data continues to improve with running time adjustments by Transit Bureau staff and good coaching by the contractor. Overall ART ontime performance at the first and last time points was 94.79%. Staff will continue to monitor the productivity of individual routes. Regarding the five routes that failed to meet cost-recovery standard: ART 53 and 62 service reductions were made to eliminate unproductive trips at the beginning or end of bus assignments. ART 84 timetable was revised for running time adjustments. 6) Passenger Information The arlingtontransit.com website offers a variety of rider tools to obtain transit information including expected bus arrival times. These tools enable staff to inform the public of all service changes and provide the public with opportunities to comment. Announcements are sent, postings on Facebook and Twitter (ART, DES, County, Commuter Page, and Car Free Diet) accounts. ART and STAR alerts are sent, as well as formal s to impacted Civic Association Presidents, and relevant organizations. Both the ART and STAR websites have been updated to include a comments page where comments, questions, concerns, compliments, and complaints may be submitted. The Transit Bureau is also looking to provide information regarding significant impacts on service during severe weather through local media outlets, and inclusion on the County Closure list. 2

3 7) Customer Comments For first quarter Fiscal Year 2015, ART received 224 customer comments, of which 91 were service issues. The contractor was at fault on just over half of those service comments. There were no major increases in service comments from the first quarter Fiscal Year 2014 except an increase of 16 courtesy issues. There was also an increase of 13 compliments. Six fewer missed stops were received than the first quarter of FY14. Attachment C shows ART customer comments by category. 8) Planning and Community Engagement Activities Arlington Transit partnered with the Arlington County Food Assistance Center to host a food drive stuffing an ART bus at three Giant supermarkets in Arlington. 9) Upcoming The report for the second quarter will discuss the new ART Route 92, which began on October 6th to connect Crystal City Metro and VRE stations, the new Boeing headquarters, Long Bridge Park and Pentagon Metro. Effective January 2015, a new stop will be added along ART Route 84 on S. Adams Street at the request of residents of Avalon Bay at Arlington Ridge, along with a timetable revision during PM Peak hours. 3

4 B STAR Specialized Transit for Arlington Residents 1) Introduction Specialized Transit for Arlington Residents (STAR) provides a curb-to-curb shared-ride alternative to MetroAccess, the regional paratransit service provided under provisions of the Americans with Disabilities Act. Most STAR riders are certified by MetroAccess, though some are certified by the Arlington County Department of Human Services (DHS) while their MetroAccess application is being processed. Other DHS clients ride Senior Loop group shopping trips, to the Walter Reed Adult Day Health Care Center or Senior Center Adult Transportation (SCAT) to senior centers. Those seniors requiring assistance from the door use STAR Assist services sponsored by DHS for medical trips, with an additional copay. Rides are scheduled through the STAR Call Center, operated by a private sector contractor using County-leased office space. Rides are provided by two private sector contractors using their own vehicles. Under two new contracts which began June 1, 2014, Red Top Cab continues to provide taxi-dispatch rides for STAR while other STAR rides are grouped and scheduled on 13 dedicated vehicles operated by Diamond Transportation. STAR riders can buy STAR coupons, prepaying for their fares, or pay cash on the vehicle. The STAR transportation providers retain the cash fares and deduct it from their invoices. 2) Service Changes STAR Zone 1 fares increased from $3 per trip to $3.50 (rides within Arlington County) effective July 1, STAR Zone 2 fares remained at $5 (rides to/from D.C., Virginia inside I-495 and the Fairfax Hospital Complex) and STAR Zone 3 fares remained at $9 (rides to/from Maryland and western Fairfax). STAR customers were notified through communications with targeted groups, local civic associations, social media, public meetings, through on board and local publications, via the STAR Call Center phone line, and by to all subscribers of the STAR Listserv. 3) Ridership STAR ridership increased 0.6% compared to FY14. Some of this increase occurred during the federal government shutdown last October. MetroAccess rides for Arlington County decreased 3% from the previous year. Ridership and cost data for the fiscal year is included in Attachment D, STAR Statistical Summary. 4

5 4) Performance Performance tends to hold steady. The Contractor and the Transit Bureau continue to review procedures to improve productivity, as measured by boardings per revenue hour, and to shift some rides from taxis to dedicated vehicles to avoid on-time performance complaints. The Call Center also is working with riders to allow sufficient travel time when scheduling their trips. 5) Passenger Information STAR Passenger information continues to remain available through Arlington County Transit s Website, STAR Alerts, Call Center, and the STAR Listserv continues to grow. 6) Customer Comments A total of 63 comments were received in first quarter FY15, of which 57 were due to contractor error - a ratio of 2.7 per 1,000 rides. Of these comments, 13 were for late pickups, mostly on taxis compared to 18 late pickups for first quarter FY14. Customers can comment on-line, through the STAR Call Center, or by calling RIDE customer service. Ridership data for 1st Quarter including costs is included in Attachment C, STAR Statistical Summary. 7) Forecast New transportation contracts took effect in June. While the same contractors will continue to provide service for STAR, all dedicated STAR routes are provided by one contractor and new vehicles will be placed in service in the second quarter. STAR continues to serve the bulk 83% - of ADA-eligible trips by Arlington residents. However, the number and trend of STAR rides is difficult to predict, as several factors must be considered. As more people with disabilities receive transit-travel training, ride requests should decrease correspondingly. Use of the free fare for MetroAccess-certified riders on ART buses increased 50% in FY 2014 over FY 2013 to 26,037 rides. With improvements in sidewalk and bus stop accessibility, more people with disabilities will be able to use Metrobus and ART services. As the population ages, and more people survive traumatic injuries, more people will become eligible for MetroAccess and STAR. The number of trips made by people with disabilities is strongly correlated with trends in disposable income. A healthy economy enables low and middle income residents to travel to more activities 5

6 Quarterly Report Transit Bureau, Local Transit Operations Third Quarter Fiscal Year 2012 (January-March 2012) ATTACHMENTS Attachment A: ART Service Frequency Attachment B: ART Performance Statistics Attachment C: ART Comment Ticket Summary Attachment D: STAR Statistical Summary Attachment E: STAR Customer Comments Summary 6

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