2. Policy Change Timeline
No Show Policy Nov-09
30-minute Pickup Window Nov-09
Open Returns Dec-10
Call Center - Hours & Advance Days Feb-11
¾ Mile Service Area Feb-11
LeFleur Startup & Voucher Elimination May-11
Access-A-Ride Program May-11
Eligibility and Appeal Process Fall 2011
2
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 Headquarters
9/28/2009: 9/22/2010 Social Service Agency Forum - CMTA Headquarters
9/23/2010 MWMG Meeting Held
Board Approves Policy Changes 9/24/2010:
re: No Shows, Pick Up Window, Call
Center Days/Hours
Board Approves Policy Changes
Call Center Days/Hours, Service Area, Taxi
Voucher Program, Open Returns, Eligibility
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4. No Show Policy (Nov 2009)
“No Show” Includes:
• Late Cancels
• Cancel at Door
• No Show
Reduction of 914 unused
FY2010 FY2011
trips each month in FY2011
Average Monthly NS Events
3
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. 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. 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. Paratransit Service Area (Feb 2011)
¾ Mile service area
90-day transition plan for displaced customers
15 Passengers impacted
Initial Notification Letter May 31
Total of 3 letters & 2 Phone calls per passenger
Trips Ended on September 1
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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. 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%
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11. Eligibility for Paratransit Service (Late Fall 2011)
Public Outreach Began June 2011
3rd Party Contractor Selected July 2011
Eligibility startup – Nov 2011
Includes Service Level Designations
(Curb-to-curb, Door-to-door, and Door-through-door)
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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 Mayor's 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
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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
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