Metro access policy change update 9/14/2011

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Metro access policy change update 9/14/2011

  1. 1. MetroAccess Policy Change Update September 14, 2011
  2. 2. Policy Change TimelineNo Show Policy Nov-0930-minute Pickup Window Nov-09Open Returns Dec-10Call Center - Hours & Advance Days Feb-11¾ Mile Service Area Feb-11LeFleur Startup & Voucher Elimination May-11Access-A-Ride Program May-11Eligibility and Appeal Process Fall 2011 2
  3. 3. Policy Change Outreach 10/22/2009 MMWG Meeting Held 11/19/2009 MMWG Meeting Held 8/12/2008 Mediation Agreement Signed 12/17/2009 MMWG Meeting Held 8/27/2008 MMWG Meeting Held - First Meeting 1/28/2009 MMWG Meeting Held 9/2/2008 MMWG Meeting Held 2/25/2009 MMWG Meeting Held 9/4/2008 MMWG Meeting Held 3/25/2009 MMWG Meeting Held 9/8/2008 MMWG Meeting Held 5/20/2010 MMWG Meeting Held 10/6/2008 MMWG Meeting Held 5/27/2010 MMWG Meeting Held 10/16/2008 MMWG Meeting Held 6/8/2010 MMWG Meeting Held 11/13/2008 MMWG Meeting Held 6/10/2010 MMWG Meeting Held 11/20/2008 MMWG Meeting Held 6/15/2010 MMWG Meeting Held 12/4/2008 MMWG Meeting Held 6/17/2010 MMWG Meeting Held 1/8/2009 MMWG Meeting Held 6/22/2010 MMWG Meeting Held 2/5/2009 MMWG Meeting Held 6/24/2010 MMWG Meeting Held 3/5/2009 MMWG Meeting Held 7/13/2010 MMWG Meeting Held 4/2/2009 MMWG Meeting Held 7/20/2010 Public Meeting - Winters Building 5/7/2009 MMWG Meeting Held 7/21/2010 MMWG Dispute Resolutions (Full Day) 6/4/2009 MMWG Meeting Held 7/22/2010 MMWG Dispute Resolutions (Full Day) 6/25/2009 MMWG Meeting Held 7/22/2010 Public Meeting - ACC South 7/23/2009 MMWG Meeting Held 7/23/2010 MMWG Dispute Resolutions (Full Day) 8/11/2009 Public Meeting at ACC South 7/23/2010 Social Service Agency Forum - CMTA Headquarters 8/12/2009 Public Meeting at Criss Cole 7/29/2010 Public Meeting - Conley Guerrero 8/13/2009 Public Meeting at Conley Guerrero 7/30/2010 Public Meeting - City Hall 8/27/2009 MMWG Meeting Held 8/12/2010 MMWG Meeting Held 9/14/2009 Public Hearing Held - CMTA Headquarters 8/19/2010 MMWG Meeting Held 9/24/2009 MMWG Meeting Held 8/26/2010 MMWG Meeting Held 9/13/2010 Public Meetings - Travis High 9/14/2010 Public Meetings - Goodwill 9/16/2010 Public Hearing Held - CMTA Headquarters9/28/2009: 9/22/2010 Social Service Agency Forum - CMTA Headquarters 9/23/2010 MWMG Meeting HeldBoard Approves Policy Changes 9/24/2010:re: No Shows, Pick Up Window, CallCenter Days/Hours Board Approves Policy Changes Call Center Days/Hours, Service Area, Taxi Voucher Program, Open Returns, Eligibility 2
  4. 4. No Show Policy (Nov 2009)“No Show” Includes: • Late Cancels • Cancel at Door • No Show Reduction of 914 unused FY2010 FY2011trips each month in FY2011 Average Monthly NS Events 3
  5. 5. 30 Min Window (Nov 2009) On-Time Performance 95.3%Late Trips per Month: 93.3% Before FY2011 3,905 1,753 88.8% FY2010 FY2011 4
  6. 6. Open Return Policy (Dec 2010) Estimated return time required when scheduling trip Service hours no longer kept open “Just in Case” Increased utilization of open service hours 5
  7. 7. Call Center Operations (Feb 2011)New call center hours: 7am – 5pm Weekdays 3 day advance reservations 8am – 5pm Weekends 25% 20% 17.2% 15% 10% 5% 2.7 0% Oct Nov DEC Jan FEB Mar Apr MAY Jun Jul Aug 6
  8. 8. Paratransit Service Area (Feb 2011)¾ Mile service area90-day transition plan for displaced customers15 Passengers impactedInitial Notification Letter May 31Total of 3 letters & 2 Phone calls per passengerTrips Ended on September 1 7
  9. 9. LeFleur Startup & Voucher on Request (VOR) Elimination(May 2011) Overflow --> <--AAR Overflow VOR LeFleur Directly Operated Directly Operated (38k Trips) (38.1k Trips) July 2011 Before Change Trips/month: 50,515 Trips/month: 55,312 4,611 = One Month Reduction in Trips 8
  10. 10. Access-A-Ride (May 2011) Non-ADA Premium service provided by Yellow Cab For MetroAccess customers 24/7 - 365 days Enrollment: $5. CMTA pays 75% of cost (maximum $80 total value) May 2011 June 2011 July 2011 Customers 291 385 424 Trips 416 707 695 CMTA Cost $5,436 $9,337 $9,538 Capacity 9% 15% 16% 9
  11. 11. Eligibility for Paratransit Service (Late Fall 2011)Public Outreach Began June 20113rd Party Contractor Selected July 2011Eligibility startup – Nov 2011Includes Service Level Designations(Curb-to-curb, Door-to-door, and Door-through-door) 10
  12. 12. Eligibility Outreach (Ongoing) 12-Apr One Voice Central Texas 4-May One Voice Central Texas 25-Apr Austin Housing Authority Residents Council Presidents Meeting 2-Jun Aging Services Council 9-Jun Intellectual and Developmental Disabilities Coalition 23-Jun Disability Rights06/23 6-Jul Criss Cole Rehab Center 7-Jul AIDS Services of Austin 11-Jul Mayors Committee 12-Jul LiveStrong Cancer Navigation Center 13-Jul ATCIC Services Coordinators 21-Jul Interagency Council on Aging- Austin Groups for the Elderly 26-Jul Austin Travis County MHMR Center 26-Jul Lighthouse for the Blind distribution center 2-Aug SatelliteHealth (dialysis) 5-Aug ARCIL 8-Sep Waterloo Dialysis 18-Aug SatelliteHealth (dialysis) 19-Aug Faith In Action 20-Aug National Federation for the Blind 22-Aug Susan G. Komen 29-Aug St David’s Rehab 7-Sept Workforce Solutions 13-Sept May Lee Foundation 11
  13. 13. Real-time Updates: http://www.capmetro.org/riding/eligibility.asp New Eligibility Process for MetroAccess: 12
  14. 14. Original Estimated Savings Original Policy Savings Comments Estimates ¾ Mile service area $516K Less savings – only 15 passengers Early results indicate significantly higher Taxi Vouchers $187K savings than previously reported - will continue to measure Call Center Changes $68K Major gains in Customer Service Open Returns $2K Increased Utilization of Service Hours Eligibility $1.189m Coming November 2011 Service Level $96K Coming November 2011 13
  15. 15. Questions? 14

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