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Enhancing ADA Paratransit Service in Los Angeles: A Case Study

Access Services in Los Angeles, established in 1994, is the 2nd largest ADA paratransit system in the US, serving 113,000 eligible customers with a $273 million budget. The governance structure, technology upgrades, and improved key performance indicators have led to a positive impact on customer experience and relationships with the disability community.

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Enhancing ADA Paratransit Service in Los Angeles: A Case Study

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  1. Paratransit 2.0: Improving the ADA Paratransit Experience CALACT, April 16, 2024

  2. About Access Services (Los Angeles, CA) > Created in 1994 by Los Angeles Metro Board to provide mandated ADA civil rights paratransit service in a coordinated system > Meet ADA obligation for 46 member fixed-route agencies, including LA Metro > 2nd largest ADA paratransit system in the United States > $273 million FY 24 budget > 113,000 eligible customers > 11,500 weekday trips (>12,000 trips pre-pandemic) performed by 6 contractors

  3. Governance/Oversight Governance/Oversight Board of Board of Directors Directors (9) (9) Executive Executive Director Director CAC CAC TPAC TPAC

  4. Governance: Board of Directors Governance: Board of Directors Political entities: Political entities: > The County of Los Angeles Board of Supervisors > City Selection Committee’s Corridor Transportation Representatives representing the MTA (i.e. League of Cities) > Mayor of the City of Los Angeles Transit agencies: Transit agencies: > Governing boards of the municipal fixed-route operators > Governing boards of the local fixed-route operators > Local fixed-route operators and then municipal fixed-route operators (rotating appointment) > Los Angeles MTA Community agencies: Community agencies: > Los Angeles County Commission on Disabilities > Los Angeles County Independent Living Centers

  5. “Beyond” the ADA “Beyond” the ADA > Coordinated Service Area > Extended reservation hours (6am to 10pm) > Fixed route Free Fare > Travel Training > Enhanced Programs > Access to Work > Parents with Disabilities

  6. Access Services in 2015 Access Services in 2015 Technology Technology > Very analog agency for customer facing technology > Almost all functions done over the phone > Reservations > Estimated time of arrivals (“Where’s My Ride?”) > Eligibility > Assumption that ADA customers aren’t online

  7. Access Services in 2015 Operations Operations > Limited suite of Key Performance Indicators > No contractual liquidated damages > No KPIs for typical ADA customer complaints (e.g. long trips) KPI KPI STANDARD STANDARD 91% Or Better 0.10% Or Less Zero 5% Or Lower 120 Seconds On Time Performance Excessively Late Trips Denials Calls On Hold > 5 Minutes —Reservations Average Initial Hold Time —Reservations

  8. Where’s My Ride Application Where’s My Ride Application Trip List Trip List Map View Map View Ratings Ratings

  9. Where’s My Ride Where’s My Ride Monthly Users 6,500 6,154 5,914 6,000 5,842 5,841 5,717 5,664 5,599 5,514 5,500 5,193 5,168 5,152 5,126 4,954 4,907 5,000 4,784 4,500 4,000 3,500 3,000 Aug-22 Sep-22 Oct-22 Nov-22 Dec-22 Jan-23 Feb-23 Mar-23 Apr-23 May-23 Jun-23 Jul-23 Aug-23 Sep-23 Oct-23

  10. Online Reservations Online Reservations

  11. Online Reservations Online Reservations Percent of Total Trips Booked Online Percent of Total Trips Booked Online 18.1% 16.8% 15.9% 13.9% 12.1%12.5% 13.1% 10.9% 10.8% 10.2% 11.8% 9.1%9.4% 10.0% 7.8%8.3% Mobile Mobile Reservations Reservations Introduced Introduced 7.8% 7.2% 6.4% 6.4%6.9% 6.5% 6.0% 5.9% 4.8% 5.0% 4.2% 2.9% 4.1% 0.5%

  12. Accessible Traveler Mobile App Accessible Traveler Mobile App FTA Mobility for All Grant FTA Mobility for All Grant – – Accessible Traveler Mobile App Accessible Traveler Mobile App > Awarded $330,000 on June 5, 2020 > 18-month project began late June 2021 > Integrating online reservations > Adding additional functionality beyond ride tracking

  13. Improved Key Performance Indicators Improved Key Performance Indicators > Focus on customer experience and safety > Introduction of liquidated damages KPI KPI STANDARD STANDARD 94% Or Better 5% Or Less 0.75% Or Less 10% Or Lower 4.0 Or Lower 25,000 Or Better 0.75 Or Lower 0.25 Or Lower On Time Performance (Access-to-work) Excessively Long Trips Missed Trips Calls On Hold > 5 Minutes —ETA Calls Complaints Per 1,000 Trips Miles Between Roadcalls Preventable Collisions Per 100,000 Miles Preventable Incidents Per 100,000 Miles

  14. Overall results have been positive Overall results have been positive > Overall reduction in customer complaints (FY 14 to FY 24) > Improved working relationship with disability community and advocates Complaint Rate Per 1,000 Trips Complaint Rate Per 1,000 Trips 4.0 4.5 3.5 3.7 3.3 3.3 4.0 3.2 3.2 3.5 2.7 2.5 2.5 3.0 2.3 2.5 2.0 1.5 1.0 0.5 0.0 FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 FY 2019 FY 2020 FY 2021 FY 2022 FY 2023 FY 2024 (thru Oct)

  15. Improving the ADA paratransit experience Improving the ADA paratransit experience What helped make it What helped make it possible? possible? > Governance advantage > Independent paratransit agency > Board diversity > Community Advisory Committee > Supportive funding entity (Los Angeles Metro) > Improve within regional budgetary constraints > 2017 Comprehensive Operational Review

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