SACMETRO FREEWAY SERVICE PATROL: STATUS REPORT FOR 3RD QUARTER, FY

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1 JUNE 11, 2015 AGENDA ITEM # 9 SACMETRO FREEWAY SERVICE PATROL: STATUS REPORT FOR 3RD QUARTER, FY Action Requested: Receive and file Key Staff: Norman Hom, Administrative Services Officer III Recommendation Discussion Receive and file the FSP status report for third quarter of FY FSP provided 8,054 regular assists during the 3rd quarter of FY plus 124 assists on the special beat dedicated to the construction project on Interstate 80 Across-the-Top for a total of 8,178 assists. As shown by the trend line in Chart 1 below, FSP assists have generally been rising over time. Chart 1: Quarterly FSP Assists, FY2005 Present Note: The spike in the number of assists during the summer of 2008 was due to the enhanced FSP coverage during Caltrans I-5 Rehabilitation ( Boat Section ) Construction Project. Highway 99 and the segment of Business 80 south of Exposition Blvd. comprise Beat 1. This beat is 14 miles long and covered by three FSP trucks. Beat 1 had 18.4 percent of the assists in the third quarter. Beat 2 is Business 80 from Exposition Blvd. transitioning to Interstate 80 to Placer County, covering 14 miles with three trucks. Beat 2 had 16.3 percent of the third quarter assists.

2 Item #9 Page 2 Beats 3 and 4 cover the entire length of US Highway 50 through Sacramento County. Together, these two beats span 25 miles with five trucks. Beats 3 and 4 combined for 43.6 percent of third quarter assists. Beat 5 is Interstate 80 Over the Top (the segment of I-80 between the two junctions with Business 80) and is approximately 13 miles in length and covered by two trucks and a special truck dedicated to the Caltrans construction project. Beat 5 had 9.1 percent of third quarter assists. Map 1: FSP Freeway Segments Beat 6 is on 22 miles of Interstate 5 through the Sacramento area and is covered by three trucks. Beat 6 had 7.6 percent of third quarter assists. The FSP beat in Yolo County (Beat 7) has one truck that covers the 10-mile span between Mace Boulevard in Davis and Jefferson Boulevard in West Sacramento, including the critical stretch over the Yolo Causeway. In addition to normal weekday FSP hours, the Yolo beat runs on Sundays or Monday holidays to handle heavy traffic returning from the Lake Tahoe area to the San Francisco Bay Area. Beat 7 had 5.0 percent of third quarter assists.

3 Item #9 Page 3 Chart 2: Types of Problems Encountered by FSP Accidents, mechanical problems, flat tires and running out of gas comprise the majority of problems encountered by FSP in the third quarter. The rate of accidents were up significantly from the previous quarters. Chart 3: Action Taken by FSP As accidents go up, the need for traffic control goes up too. Like the previous quarter, FSP actually provided more traffic control than quick fixes/repairs, which historically has been the most common FSP service provided to quickly get motorists on their way again within 10 to 15 minutes to minimize traffic impacts. Only 18 percent of the time did FSP have to tow the disabled vehicle off of the freeway, either to a designated drop zone or to another safe area. Chart 4: Where FSP Found Disabled Vehicles 72 percent of disabled vehicles were found on the right shoulder. About 11 percent were found in the freeway lanes; these have the greatest impact on traffic congestion since they partially or completely block one or more lanes of traffic. Disabled vehicles on the left shoulder or on a ramp or freeway connector present even greater traffic hazards to passing motorists..

4 Item #9 Page 4 Chart 5: How FSP Came Upon Need for Assist During FSP hours of operation, FSP drivers rove the covered freeways in search of incidents they can assist with. 62 percent of assists in the third quarter were found by FSP while roving. 22 percent of the time, CHP dispatched FSP to assist with a specific incident. 14 percent of assists were at the request of another FSP driver to help with a multiple-vehicle accident or to provide traffic control to improve safety in a dangerous situation. Chart 6: Types of Vehicles Assisted by FSP As expected, most disabled vehicles encountered by FSP were passenger cars, SUVs and pickup trucks. However, FSP also assisted large trucks, big rigs, RVs, motorcycles and even boats in the third quarter. Chart 7: Origin of Vehicles Assisted by FSP The overwhelming majority of the time, vehicles assisted by SacMetro FSP were from within California. As could be expected, the next largest group of vehicles needing FSP assistance were from the adjacents states of Nevada, Oregon and Arizona and the nearby western states of Washington, Utah and Colorado. However, FSP assisted vehicles from states as far away as Alaska, Maine and Florida. In the third quarter of FY2015, vehicles from 35 U.S. states were assisted. Response Time. Response times in the third quarter of FY 2015 were good percent of assisted motorists reported that they waited less than 5 minutes before FSP appeared on the

5 Item #9 Page 5 scene, while another 37.3 percent reported having to wait only between 5 and 10 minutes percent reported waiting 10 to 15 minutes and 9 percent reported waiting 15 to 20 minutes. 7 percent reported they waited longer than 20 minutes before FSP showed up. Overall, response times are longer than previous quarters but we were still able to hit our target by responding within 10 minutes 69 percent of the time. 84 percent of the time, FSP was on scene within 15 minutes. Survey Responses. For the quarter, we received 201 responses to the online survey. 198 rated the service as excellent and 3 rated it as good. Additionally, all but one of the motorists surveyed said that the FSP driver that helped them was very courteous and helpful (the lone exception rated the driver as somewhat courteous and helpful ). 65 percent of the respondents said they had never heard of FSP before they were helped. 200 of the surveys received included written comments, most expressing thanks to the drivers and/or indicating support for the program. Following are a few examples verbatim from this quarter: This is an incredible service! My tire had blown out and I was shook up and upset. The driver was very nice and professional while helping me. He was quick!!! I tried to give him a tip and he refused! Thanks you for this service! I was on the 12 bridges off ramp and traffic was blowing past me. It was not safe...your driver had me sit in the car he went to the front of the car and took care of the tire in just a few moments. Thank you again for this program and a wonderful, professional, kind driver. Please keep it going! Thank you so much FSP! My very first tire blowout on a scary freeway- I'm a new driver! My mom and I are both very thankful for this service and help provided, definitely calmed my nerves and got me out of the situation fast! And the two men helping me were very nice! This is definitely an awesome service that needs to STAY! They were great help of getting my car of the freeway. Keep funding this program. This is an excellent service to have. I read the pamphlet and I was hoping you would consider to extend your hours of operation to help those that get stranded in the night time. But I am extremely grateful I was helped. Tim was really kind and helpful. I was nervous to be on I-80 at the causeway in between Davis and West Sacramento as the shoulder is small and cars are moving fast. I have never had a flat before and wasn't even sure what to do. My insurance company couldn't figure out where I was on a map but that didn't matter, Tim arrived before they could figure it out. I will be honest, I got a little teary-eyed when I saw him as I was pretty nervous to be on the freeway by myself. This was the best! Best FSP person west of the More Mississippi! It felt great to sit in a car where the AC worked! Thank you, Richard (: My tax payer money well spent. Tabatha and Elliot was amazing. We need more programs like this one! Thank you. Dale and his partner were extremely helpful, professional, and respectful. I tried to tip both of them, and they both declined. I was very impressed with the service. Due to Dale's efforts, I was able to get a new tire, and only missed about an hour of work. It was a big deal to me, and I am extremely thankful. Everyone I spoke to at work is now aware of the FSP Program. I felt alone and overwhelmed. My driver's name was Tim and he was amazing! He went above and beyond his duties. He made sure that I was okay and if I needed anything else. I did not have a ride to work (which was close) and he drove me with his supervisors approval. I am very thankful to these drivers, their work, and this program. Thank you for help! It was excellent service!

6 Item #9 Page 6 Operator Tim waited with me on the side of the freeway (Eastbound I80 at Mace Blvd exit in Davis) until my tow truck driver arrived. Tim was very courteous and helpful. I appreciate him being there because the profile of his tow truck was so much bigger than my car, and with vehicles moving fast to get to the freeway exit where I was stuck it was fairly scary. Thank you for the free service that is offered, it is good use of our tax dollars. I'm a AAA member and I've used their service over the years a few times. I know from experience that AAA is excellent and worth the money. The FSP service level is just as good but was quicker to respond. Great Job! I was most impressed to get Elliot as the driver who responded. Not only did he arrive FAST, he was Professional and Courteous and always had our safety as his top priority. Congratulations to FSP for have Elliot on your team! Matt and Mike changed my blown out tire for me. They were awesome! I appreciate this service so very much and will spread the word to all of my friends and family! Love the service. I think FSP staff are life savers, especially when I really need help with my tires to quickly get my kids to school in a cold morning. I tried to tip the two gentlemen to express my gratitude, but they did not accept my tips. I feel like God sent them. I cannot thank you enough FSP staff! These guys totally saved me. I blew a tire and with no spare, they towed me off the freeway where I wasn't in a safe place and got me to a close tire shop. HUGE fan of this service. Phenomenal. Thank you, Tabatha!!! I would like to commend Matt for his excellent help and his pleasant approach. He asked if he could change my flat tire. He was quick. I asked how I could pay? He said it was already paid for. I asked how I can tip him he said he said it is all taken care of. I appreciated Matt's help an appreciate Sac Metro FSP. Best Regards, John Spicer Matt was amazing! We had been on hold with Geico for about 10 minutes when he drove up and asked if we needed help. He thoroughly explained the service and who he was, changed the flat tire, and was kind and respectful the entire time. Having a flat tire on I-5 is bad enough but without his assistance, we would have been there for at least another hour which would have put us in rush hour traffic. The FSP Program should be proud to have employees like Matt. Thank you again for keeping our freeways safe for those in trouble as well as other drivers on the road! We were on our way to ER & Trauma center in Sacramento, my car tire blew and got flat on the freeway. FSP showed up within 5-10 mins, the driver by name Tavo was very courteous and calmed everyone in the vehicle. He followed us till the nearest exit until it was safe to change the flat tire and be on our way. HIGHLY Recommend this service, awesome job! I didn't even know this service existed, until I was helped on this occasion. I was so impressed by Elliot and the service I got, and the information he provided about services, I have been telling everyone, THANK YOU SO MUCH! Tow driver Elliott was outstanding. I was broke down on I-80 with no roadway shoulder. He got there in about five minutes. He changed my spare too. Can't say enough about his service! Tim was very helpful. My roadside assistance program was scheduled to take one hour to get to me, so I was very happy Tim spotted me and helped me within 15 minutes of my being stopped. Tim was very nice and courteous, and he even refused the tip I offered him. When he 1st arrived, he handed me the information on the FSP program and explained what the service was. He quickly changed my tire and I was on the road again within 15 minutes. I would definitely recommend this service again and would highly recommend Tim. Thanks Tim! Dale was the driver. What a great guy. He was very concerned and was completely involved in my safety and getting me back on the road. What I thought would be a few hour issue took no more than 20 minutes. You saved my day. I cannot thank you enough. I am so proud of our city and you for putting such a citizen friendly service in place. Thank you so very much!

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