Board Box. February Item # Item Staff Page 1. Key Performance Indicators M. Thompson Financial Report for Dec H.

Transcription

1 Board Box February 2016 Item # Item Staff Page 1. Key Performance Indicators M. Thompson Financial Report for Dec H. Rodriguez 9-13

2 ITEM 1 February 15, 2016 TO: FROM: RE: BOARD OF DIRECTORS MELISSA THOMPSON, DATA ANALYST KEY PERFORMANCE INDICATORS ISSUE: The following pages provide a summary of the Key Performance Indicators for: Operations Eligibility and Appeals Safety Customer Service Performance Summary Standard Vehicle Trips 266, , ,725 1,929,350 Passenger Trips 347, , ,832 2,512,013 On-Time Performance 91% 90.0% 91.8% 91.9% 90.6% Excessively Late Trips (L4) 0.10% 0.18% 0.12% 0.07% 0.13% Average Hold Time (secs) Calls on Hold over 5 Minutes 5% 4.6% 3.8% 5.6% 5.5% Denials (Negotiations outside 1 hr) 1.0% 0.00% 0.15% 0.60% 0.18% 2

3 Trips Summary Vehicle Trips System 266, , ,725 1,929,350 Antelope Valley 11,095 11,682 11,179 81,765 Eastern 73,127 72,687 70, ,906 Northern 48,603 48,820 47, ,785 Santa Clarita 2,966 2,814 2,782 20,591 Southern 89,802 90,545 87, ,389 West Central 40,015 40,063 39, ,463 Backup ,451 Passenger Trips includes PCAs, Guests, Children System 347, , ,832 2,512,013 Antelope Valley 14,713 15,506 15, ,814 Eastern 96,509 96,214 92, ,578 Northern 61,496 61,645 59, ,787 Santa Clarita 3,310 3,127 3,200 23,476 Southern 117, , , ,577 West Central 52,828 53,192 52, ,330 Backup ,451 No-Shows System 3.8% 4.1% 4.1% 3.9% Antelope Valley 3.5% 4.0% 3.5% 3.3% Eastern 3.4% 3.3% 3.2% 3.2% Northern 3.1% 3.4% 3.5% 3.2% Santa Clarita 2.8% 2.9% 3.3% 3.1% Southern 4.1% 4.7% 5.0% 4.6% West Central 4.3% 4.7% 4.5% 4.5% 3

4 Comparability of Access to Fixed Route Travel Times Equal to or Less 86.5% 87.4% 87.2% 87.1% 1-20 minutes longer 8.9% 8.6% 8.7% 8.7% minutes longer 3.2% 2.9% 2.9% 2.9% minutes longer 0.9% 0.8% 0.9% 0.8% 60 minutes or longer 0.5% 0.4% 0.4% 0.4% 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. Key Performance Indicators On-Time Performance 91 percent or better System 90.0% 91.8% 91.9% 90.6% Antelope Valley 88.6% 92.3% 92.5% 91.5% Eastern 88.7% 91.7% 93.3% 90.7% Northern 90.9% 93.1% 91.5% 91.9% Santa Clarita 97.3% 96.7% 97.1% 96.2% Southern 91.1% 91.3% 90.5% 89.7% West Central 88.1% 91.2% 92.1% 89.8% Excessively Late Trips (Over 45 minutes late) 0.10 percent or less System 0.18% 0.12% 0.07% 0.13% Antelope Valley 0.00% 0.00% 0.03% 0.00% Eastern 0.40% 0.23% 0.08% 0.23% Northern 0.07% 0.03% 0.05% 0.04% Santa Clarita 0.00% 0.08% 0.00% 0.04% Southern 0.08% 0.09% 0.10% 0.10% West Central 0.25% 0.17% 0.06% 0.17% 4

5 Denials (Negotiations outside 1 hour window) 1 percent or less System 0.00% 0.15% 0.60% 0.18% Antelope Valley 0.00% 0.00% 0.00% 0.00% Eastern 0.00% 0.83% 0.00% 0.12% Northern 0.00% 0.00% 1.69% 0.35% Santa Clarita 0.00% 0.00% 0.00% 0.12% Southern 0.00% 0.00% 1.64% 0.26% West Central 0.00% 0.00% 0.83% 0.24% Average Initial Hold Time (Reservations) 120 seconds or less System Antelope Valley Eastern Northern Santa Clarita Southern West Central Calls on Hold over 5 minutes (Reservations) 5 percent or less System 4.6% 3.8% 5.6% 5.5% Antelope Valley 1.3% 2.4% 1.1% 2.0% Eastern 4.7% 1.7% 3.5% 6.7% Northern 4.9% 7.3% 7.8% 5.1% Santa Clarita 2.0% 1.2% 1.0% 1.9% Southern 4.8% 5.2% 8.0% 4.8% West Central 4.9% 1.8% 3.4% 6.8% 5

6 Complaints and Commendations System (Ratio by 1,000 trips) Category ADA Booking Conduct General Service Late Trips Late 4 (+45 mins) Procedure Routing Securement Service Animal Travel Time Vehicle Total Complaints by Region (Ratio per 1,000 trips) System Antelope Valley Eastern Northern Santa Clarita Southern West Central Commendations (Ratio per 1,000 trips) System Complaint Response Time - 14 days or less Complaints requesting response ,624 Average days for response

7 Eligibility and Appeals Eligibility - 21 days or less ADA Evaluations Performed 3,676 3,083 3,362 28,791 Days From Application to Decision (avg) Eligibility Determinations Unrestricted 2,016 1,669 1,722 16,463 Restricted ,542 Temporary ,871 Not Eligible 978 1,001 1,104 6,915 Total 3,676 3,083 3,362 28,791 Appeals - 30 days or less Appeals Performed ,289 Days From Appeal to Decision (avg) Safety Preventable Collisions per 100,000 Miles or less System Antelope Valley Eastern Northern Santa Clarita Southern West Central

8 Customer Service Phone Statistics Customer Service Standard Customer Service Calls 28,953 31,825 32, ,606 Average Initial Hold Time 180 sec Calls on Hold over 5 Minutes 10% 14.1% 5.8% 11.7% 8.1% Call Duration 300 sec Calls Abandoned 10% 8.1% 4.3% 7.1% 5.9% Operations Monitoring Center Standard Customer Service Calls 9,839 9,588 10,043 71,393 Average Initial Hold Time 180 sec Calls on Hold over 5 Minutes 10% 17.3% 10.3% 11.3% 10.0% Call Duration 300 sec Calls Abandoned 10% 11.4% 7.9% 7.6% 8.2% 8

9 Item 2 February 2, 2016 TO: FROM: BOARD OF DIRECTORS HECTOR RODRIGUEZ, CONTROLLER RE: FINANCIAL REPORT FOR DECEMBER 2015 Attached for your review are the draft financial reports for December Approved FY 2015/16 to Actual Fiscal Year-to-Date Comparison: Passengers: 1.0% under budget Contract Revenue Miles: 2.8% under budget Trips: 1.2% under budget Completed Eligibility Interviews: 6.4% under budget Average Trip Distance: 1.5% under budget at 9.29 miles Total cost per Passenger (before depreciation): 5.8% under budget Administration Function is 12.3% under budget Eligibility Determination Function is 8.4% under budget Paratransit Operations Function is 6.3% under budget Attached are the following reports for your review: Statistical Comparison: December 2014 to December 2015 Expenses by Functional Area to Actual Comparison of Statistics YTD Results Graph: YTD PAX Cost Comparison Detailed Financial Reports 9

10 Expenses by Functional Area For the YTD Period Ending December 2015 % of Cost YTD Actual YTD Variance % Over % Over Previous Yr Paratransit Operations 88.6% $ 62,528,076 $66,729,513 $(4,201,437) (6.3)% 0.4% Eligibility Determination 6.7% 4,750,972 5,189,331 (438,359) (8.4)% 0.7% CTSA/Ride Information 0.4% 263, ,548 (33,538) (11.3)% 10.4% Administrative 4.3% 3,031,794 3,455,051 (423,257) (12.3)% (11.0)% Total Exp before Depreciation $ 70,573,851 $75,670,444 $ (5,096,592) (6.7)% 0.0%

11 Statistics - - For the YTD Period Ended December 2015 YTD Actual YTD Variance % Over % over Previous Yr Number of Completed Cert Interviews 32,329 34,546 2,217 (6.4)% 1.6% Number of PAX 2,179,181 2,202,001 (22,820) (1.0)% 2.4% Number of Contract Revenue Miles 15,275,021 15,710,685 (435,664) (2.8)% 3.6% Number of Trips 1,669,625 1,690,733 (21,108) (1.2)% 1.7% Average Trip Distance (0.14) (1.5)% 1.9% Purchased Transportation Cost Cost per Trip $ $ $ (1.98) (5.8)% 1.1% Cost per PAX $ $ $ (0.86) (3.2)% 0.4% Cost per Contract Rev Mile $ 3.70 $ 3.75 $ (0.05) (1.5)% (0.7)% Total Cost per Pax before depreciation $ $ $ (1.98) (5.8)% (2.1)% 11

12 Results for FY 2015/2016 For the YTD Period Ending December 2015 YTD Actual YTD Variance Over % Over % Over Previous Yr Total Exp before 2015 $ 70,573,851 $ 75,670,444 $ (5,096,592) (6.74)% 0.0% Revenue Passenger Fares 4,806,949 4,741,042 65,907 Other Revenue 170, ,715 9,907 Total Revenue 4,977,571 4,901,757 75, (4.0)% Capital Expenditures Vehicles 3,099,285 3,099,283 2 Other Capital Expenditures 110, , Total Capital Expenditures $ 3,210,220 $ 3,209, % 0.1% Under as of December 2015 $ (5,096,115) 12

13 YTD COST PER PASSENGER BEFORE DEPRECIATION AND CAPITAL COST 13