COMMITTEE FOR TRANSPORTATION MOBILITY & ACCESSIBILITY AGENDA

Transcription

1 COMMITTEE FOR TRANSPORTATION MOBILITY & ACCESSIBILITY Thursday, September 13, :00 AM VTA Conference Room B North First Street San Jose, CA AGENDA COMMITTEE MISSION The VTA Committee for Transportation Mobility and Accessibility provides guidance and perspective to the Board of Directors on VTA transit and transportation accessibility matters to help ensure complete access to all users in Santa Clara County, doing so by facilitating dialogue with, representing and advocating the needs of the disabled and senior communities. CALL TO ORDER 1. ROLL CALL 2. INTRODUCTION OF AUDIENCE MEMBERS 3. ORDERS OF THE DAY 4. PUBLIC PRESENTATIONS This portion of the agenda is reserved for persons desiring to address the Committee on any matter not on the agenda, within the Committee s jurisdiction. Speakers are limited to 2 minutes. The law does not permit Committee action or extended discussion on any item not on the agenda except under special circumstances. If Committee action is requested, the matter can be placed on a subsequent agenda. All statements that require a response will be referred to staff for reply in writing. 5. Receive the Committee Staff Report. (Verbal Report) 2016 Measure B update. (Verbal Report) 6. Receive the Chairperson's Report. (Verbal Report)

2 Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility September 13, 2018 CONSENT AGENDA 7. ACTION ITEM - Approve the Regular Meeting Minutes of May 10, INFORMATION ITEM - Receive a report on the October 8, 2018 service changes. 9. INFORMATION ITEM - Receive the Chief Operating Officer's Report. REGULAR AGENDA 10. INFORMATION ITEM - Receive a report on VTA's annual maintenance checks of the bus annunciators. 11. DISCUSSION ITEM - Receive a presentation on the performance review of the VTA ACCESS Paratransit and Eligibility Program. REPORTS 12. Receive the Citizens Advisory Committee/Citizens Watchdog Committee Report. (Verbal Report) OTHER 13. INFORMATION ITEM - Receive workplan update. 14. ANNOUNCEMENTS 15. ADJOURN In accordance with the Americans with Disabilities Act (ADA) and Title VI of the Civil Rights Act of 1964, VTA will make reasonable arrangements to ensure meaningful access to its meetings for persons who have disabilities and for persons with limited English proficiency who need translation and interpretation services. Individuals requiring ADA accommodations should notify the Board Secretary s Office at least 48-hours prior to the meeting. Individuals requiring language assistance should notify the Board Secretary s Office at least 72-hours prior to the meeting. The Board Secretary may be contacted at (408) or board.secretary@vta.org or (408) (TTY only). VTA s home page is or visit us on (408) : 中文 / Español / 日本語 / Çѱ¹¾î / tiếng Việt / Tagalog. All reports for items on the open meeting agenda are available for review in the Board Secretary s Office, 3331 North First Street, San Jose, California, (408) , the Monday, Tuesday, and Wednesday prior to the meeting. This information is available on VTA s website at and also at the meeting. Page 2

3 Committee Staff Report VTA Advisory Committees September 2018

4 Committee Staff Report VTA Board of Directors actions September 6, 2018 VTA Advisory Committees September 2018

5 2016 Measure B Activities

6 VTA Officially Endorses the Transit App Great design Real-time Easy trip planning No cost to VTA Anonymized data sharing Customizations Promotional campaign

7 Customers Love It Used by 5k VTA riders every weekday, 20k per month It has all the transit info from nearby agencies and I can pick routes nearby. It works offline. The new design is nice. I like the priority on the screen after I star/like a route. - Kristal "I use this app all the time! I love the GO button. - Meredithe "I've been using this app for about a year and it has been really accurate! - Monica I ve been using the app for quite some time. Great new features love the GO/crowdsourced feature. - Nick

8 Transit 5.0 New Design Demo Real-Time Nearby Trip Planner GO/Crowdsourcing

9 VTA s BART Berryessa Extension Update For questions, please contact Bernice Alaniz, Director of Marketing & Customer Service, at Bernice.Alaniz@vta.org or

10 California Rail Safety Month Look, Listen and Pay Attention!

11 VTA s New Electric Buses

12 Date: September 23, 2018 Time: 10:00 a.m. to 3:00 p.m. Route Map

13 New Safety Video (for CTMA)

14 7.1 CALL TO ORDER Committee for Transportation Mobility & Accessibility Thursday, May 10, 2018 MINUTES The Regular Meeting of the Committee for Transportation Mobility and Accessibility (CTMA) was called to order at 10:00 a.m. by Chairperson Fitzgerald in Conference Room B-106, Santa Clara Valley Transportation Authority (VTA), 3331 North First Street, San Jose, California. 1. ROLL CALL Attendee Name Title Status Kathy Bonilla Member Present Sara Court Member Present Jeffery Darling Member Present Rowan Fairgrove Member Present Christine Fitzgerald Chairperson Present Cheryl Hewitt Member Absent Melba Holliday Member Present Jeffery Jokinen Member Present Tricia Kokes Second Vice Chairperson Present John Macon Alternate Member N/A Lupe Medrano Member Absent Laura Michels Member Absent Alexandra Morris Member Absent Aaron Morrow First Vice Chairperson Present Dilip Shah Member Present Chaitanya Vaidya Member Present Bob Vancleef Member Present Lori Williamson Member Present * Alternates do not serve unless participating as a Member. A quorum was present. 2. INTRODUCTION OF AUDIENCE MEMBERS Aaron Vogel, Regional Transportation Services Manager and Staff Liaison; Lauren Rosiles, Management Analyst; Chris Augenstein, Director of Planning & Programming; Casey Emoto, Deputy Director, Mobility Infrastructure Programs; Jay Tyree, Senior Transportation Planner; Tamiko Percell, Transportation Planner III; Suet Nguyen, Senior Management Analyst; Elaine Baltao, Board Secretary; Manolo Gonzalez-Estay, Policy Analyst, Government Affairs; Patty Talbot, General

15 7.1 Manager, MV Transportation; Allen Jones, Silicon Valley Council for the Blind; Mary Van Cleef and Otilia Ioan, Members of the Public. 3. ORDERS OF THE DAY There were no Orders of the Day. 4. PUBLIC PRESENTATIONS First Vice Chairperson Morrow expressed concerns about paratransit service and recommended VTA and MV Transportation collaborate to improve service. Member Bonilla stated that Member Medrano was unable to attend the meeting due to transportation issues. Ms. Talbot noted that MV Transportation is currently in labor negotiations. She added that the company will continue to bargain in good faith. 5. Committee Staff Report Member Darling arrived at the meeting and took his seat at 10:08 a.m. Mr. Vogel provided a presentation, highlighting the following: 1) VTA Board of Directors voted in favor of the Eastridge to BART Regional Connector, revised vertical alignment for the Capitol Expressway Light Rail Extension, and project funding plan; 2) funding milestone for Bay Area Rapid Transit (BART) Phase II; 3) joint grant application with San Mateo County, Metropolitan Transportation Commission (MTC) and Caltrans to build out U.S. 101 Express Lanes from State Route 237; 4) construct improvements on the U.S. 101 and Mathilda interchange; 5) plan improvements on the U.S. 101 and State Route 25 interchange in South County; 6) Senate Bill 1 funding for local streets and roads maintenance; 7) Efforts to stop human trafficking; 8) public meeting for the Tasman Corridor Complete Streets Study; 9) Ad Hoc Financial Stability Committee scheduled on May 11, 2018 at 12:00 p.m.; and 10) VTA will host the General Engineering Consultant information forum on May 15, 2018 at 9:00 a.m. Mr. Vogel introduced Ms. Percell, who provided the Stevens Creek Bus Rapid Transit and DeAnza Transit Center Project Update. Members of the Committee provided the following comments: 1) expressed concern about trash receptacles at stops along The Alameda, which blocks the area where buses deploy ramps; and 2) method used for mapping paratransit service is not flexible. 6. Chairperson's Report Chairperson Fitzgerald provided a brief update on the Americans with Disabilities Act (ADA) sensitivity training she attended. First Vice Chairperson Morrow noted that the July 12, 2018 meeting will be cancelled. The next meeting of the CTMA will be on September 13, Committee for Transportation Mobility & Accessibility Minutes Page 2 of 6 May 10, 2018

16 7.1 CONSENT AGENDA 7. Regular Meeting Minutes of March 8, 2018 M/S/C (Bonilla/Vaidya) to approve the Regular Meeting Minutes of March 8, Chief Operating Officer's Report M/S/C (Bonilla/Vaidya) to receive the Chief Operating Officer s Report. RESULT: APPROVED [UNANIMOUS] Consent Agenda Items #7 - #8 MOVER: Kathy Bonilla, Member SECONDER: Chaitanya Vaidya, Member AYES: Bonilla, Court, Darling, Fairgrove, Fitzgerald, Holliday, Jokinen, Kokes, Morrow, Shah, Vaidya, Van Cleef, Williamson NOES: None ABSENT: Hewitt, Medrano, Michels, Morris REGULAR AGENDA 9. Automated Driving System Draft Policy Mr. Augenstein provided a presentation titled Automated Driving Systems (ADS) Policy Framework, highlighting the following: 1) Why do we need an ADS policy? Aren t autonomous vehicles way off in the future?; 2) Patent filings for autonomous technology in the US by automakers; 3) Corporate US patent filing for autonomous car technology ( ); 4) Some or the things that have happened in 2018; 5) ADS involves more than just the technology & vehicles; 6) VTA Policy Purpose & Need; and 7) Input. Members of the Committee provided the following comments: 1) a member of the CTMA should have a seat at the Steering Committee; and 2) stressed the importance of having a live person facilitate autonomous vehicles (AV). Public Comment Otila Ioan, Interested Citizen, noted that having a live person onboard an AV provides assurance to the commuting public. She added that Access Paratransit does not have a website for people to schedule their rides. M/S/C (Holliday/Fairgrove) on a vote of 12 ayes to 1 noes to recommend that the VTA Board of Directors review and adopt VTA s Automated Driving Systems (ADS) Policy. Member Bonilla opposed. NOTE: M/S/C MEANS MOTION SECONDED AND CARRIED AND, UNLESS OTHERWISE INDICATED, THE MOTION PASSED UNANIMOUSLY. Committee for Transportation Mobility & Accessibility Minutes Page 3 of 6 May 10, 2018

17 7.1 RESULT: APPROVED Regular Agenda Items #9 MOVER: Melba Holliday, Member SECONDER: Rowan Fairgrove, Member AYES: Court, Darling, Fairgrove, Fitzgerald, Holliday, Jokinen, Kokes, Morrow, Shah, Vaidya, Van Cleef, Williamson NOES: Bonilla ABSENT: Hewitt, Medrano, Michels, Morris 10. Express Bus Performance Report Mr. Tyree provided a presentation titled Express Bus Performance Report, highlighting the following: 1) Next Network Transit Plan excludes Express Program; 2) History of VTA Express Bus Program; 3) Express Bus service design; 4) Express Bus routes grouped by employment center; 5) Express Bus vehicles; 6) Express Bus rider demographics; 7) Ridership of Express Bus routes; 8) Cost and fare revenue of Express Bus routes; 9) Productivity of Express Bus routes; 10) Fundamental challenges of Express Bus service design; 11) Perfect Ridership scenario; 12) Route-by-route productivity; 13) Express Bus benefits and challenges; and 14) Guidance for Express Bus future. Members of the Committee provided the following suggestions should the Express Bus service be discontinued: 1) provide alternative transportation options to its riders; and 2) offer its riders credit to use other transportation. On order of Chairperson Fitzgerald and there being no objection, the Committee received the Express Bus Performance Report. 11. Fast Transit Program Ms. Percell provided a presentation titled Fast Transit Program, highlighting the following: 1) Business line #1; 2) VTA transit speeds are declining; 3) Slowing routes require more buses; 4) Slowing routes require more trains; 5) Fast transit is good; 6) Causes of slow transit; 7) Potential solution; 8) Speed and reliability analysis; and 9) The path forward. Members of the Committee provided the following comments: 1) support transit signal priority; 2) does not support reducing bus stops; 3) supports faster boarding/deboarding by using all doors on the bus; and 4) improve pedestrian crossing signals. On order of Chairperson Fitzgerald and there being no objection, the Committee received the Fast Transit Program report. 12. Light Rail Safety and Speed Pilot Project in Downtown San Jose Ms. Percell provided a presentation titled Downtown San Jose Safety & Speed Improvements Pilot Project, highlighting the following: 1) VTA s adopted strategic plan; 2) Downtown San Jose light rail safety program; 3) Downtown San Jose light rail; 4) Transit Mall design is challenging for transit; 5) Eliminated treatments; 6) Proposed treatments; 7) Issue 1 intrusion into trackway from parallel sidewalk; 8) Treatment restripe crosswalk away from dynamic envelope; 9) Issue 2 intrusion into trackway Committee for Transportation Mobility & Accessibility Minutes Page 4 of 6 May 10, 2018

18 7.1 from sidewalk and median; 10) Treatment railing between sidewalk and trackway; 11) Issue 3 vehicle intrusion into trackway to/from garage; 12) Treatment improve warning system; 13) Issue 4 intrusion into trackway between platform and sidewalk; 14) Treatment bistro-style railing between sidewalk and trackway; 15) Issue 5 safer micblock crossing; 16) Highlight Paseo de San Antonio as primary crossing; 17) Issue 6 intrusion into trackway from median and sidewalk; 18) Treatment railing between sidewalk and trackway; and 19) budget. Members of the Committee provided the following comments: 1) need for color differentiation on the platform; 2) wider ramps heading to the platform; 3) some Clipper and ticket vending machines are not in functional locations; and 4) ensure that the tables that will be installed meets the California building code. On order of Chairperson Fitzgerald and there being no objection, the Committee received the Light Rail Safety and Speed Pilot Project in Downtown San Jose. 13. Paratransit Privacy Policy REPORTS Mr. Vogel provided an overview of the staff report and described the Paratransit Privacy Policy to the Committee. Members of the Committee provided the following comments: 1) expressed concern on some of the data elements listed as Personal Identifiable Information (PII); and 2) to update the language in the policy explaining the PII collection, use, and need. Mr. Vogel clarified that collection of PII is voluntary. He added that personal information gathered will be kept safe. The Committee requested that the updated Paratransit Privacy Policy be brought back to the CTMA. On order of Chairperson Fitzgerald and there being no objection, the Committee received the Paratransit Privacy Policy. 14. Citizens Advisory Committee (CAC)/Citizens Watchdog Committee (CWC) Report OTHER First Vice Chairperson Morrow provided an update, highlighting the following: 1) 2000 Measure A Citizens Watchdog Committee public hearing; 2) 2017 Sustainability report, noting VTA is a gold member; and 3) proposed changes to the Citizens Advisory Committee membership structure. 15. Workplan Update Mr. Vogel enumerated items on the Work Plan and its schedule. Members of the Committee requested a discussion be held regarding BART to determine if they need to meet with the BART Accessibility Task Force. Committee for Transportation Mobility & Accessibility Minutes Page 5 of 6 May 10, 2018

19 7.1 Chairperson Fitzgerald left the meeting at 12:01 p.m. and relinquished her seat to First Vice Chairperson Morrow who presided over the remainder of the meeting. M/S/C (Darling/Holliday) to extend the meeting time an additional five minutes RESULT: MOVER: SECONDER: AYES: NOES: ABSENT: APPROVED 5 minute extension for the meeting Jeffery Darling, Member Melba Holliday, Member Bonilla, Court, Darling, Fairgrove, Holliday, Jokinen, Kokes, Morrow, Shah, Vaidya, Van Cleef, Williamson None Fitzgerald, Hewitt, Medrano, Michels, Morris 16. ANNOUNCEMENTS There were no Announcements. 17. ADJOURNMENT On order of First Vice Chairperson Morrow and there being no objection, the Committee meeting was adjourned at 12:04 p.m. Respectfully submitted, Michael Diaresco, Board Assistant VTA Office of the Board Secretary Committee for Transportation Mobility & Accessibility Minutes Page 6 of 6 May 10, 2018

20 8 Date: August 23, 2018 Current Meeting: September 13, 2018 Board Meeting: September 6, 2018 BOARD MEMORANDUM TO: THROUGH: FROM: Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility General Manager, Nuria I. Fernandez Director - Planning & Programming, Chris Augenstein SUBJECT: Transit Service Changes - October 8, 2018 FOR INFORMATION ONLY BACKGROUND: VTA implements transit service changes quarterly in January, April, July, and October. Major service changes are typically planned for implementation in July to coincide with each fiscal year, while minor service changes are planned for each quarter. Major service changes must be submitted to the VTA Board of Directors for review and approval. For Title VI compliance purposes, all major service changes also require that VTA staff perform a Service Equity Analysis. The following modifications are considered major service changes as adopted by the VTA Board of Directors: Establishment of a new transit line or service. Elimination of a transit line or service. Route change that impacts 25 percent or more of a line s route miles. Span of service or frequency changes affecting 25 percent or more of a line s revenue vehicle hours. Series of changes on a single route which are included in the two-year Transit Service Plan and cumulatively meet any of the above criteria. Proposed changes that are anticipated to be controversial with a particular community or interested parties based on public feedback. Systemwide change concurrently affecting five percent or more of the total system revenue hours. Service change proposals that do not meet the criteria for major service changes are handled at the staff level and are still subject to an appropriate level of community review and comment.

21 8 DISCUSSION: In June 2017, the VTA Board of Directors approved the Next Network Transit Service Plan, for implementation coincident with the introduction of BART service at Milpitas and San Jose / Berryessa stations. In the interim, quarterly transit service changes such as this one, focus on adjustments to VTA's current service to improve schedules and connections. The following service changes will take effect on Monday, October 8, 2018: Major Service Changes 1. Light rail 901 peak-period express trips will be discontinued. This service change was discussed in detail in a separate memorandum considered at the Board's August 2 meeting. To summarize the service change briefly, VTA will discontinue all six one-way light rail express trips that are operated between Santa Teresa Station and Baypointe Station each weekday peak period. These express trips were added into regularlyscheduled non-express trips in order to offer riders additional trains that save four minutes of travel time by skipping stations between Ohlone-Chynoweth and Convention Center. While the express trips carry approximately 538 riders per day and are generally productive, they are supplementary trips added to the schedule and these riders have a non-express train alternative that departs just two minutes later. The Board of Directors elected to discontinue the express trips in order to reduce annual operating expenses by $720,000 to $820,000. Minor Service Changes 2. Express Routes 180 and 181 will be moved to Warm Springs BART from Fremont BART. Both routes are to be discontinued upon introduction of BART service at Milpitas and Berryessa / North San Jose stations, per VTA s Next Network transit service plan. In the interim, both Express bus routes will be moved to serve Warm Springs BART instead of Fremont BART (see map in Attachment A), a service change that is now possible following the introduction of BART Green Line service at Warm Springs BART in September (the station is presently only served by the Orange Line). Route 180 (Great Mall/Aborn & White -- Fremont BART): Buses will operate nonstop between the Great Mall Transit Center and Warm Springs BART instead of Fremont BART. Service will be discontinued to stops along Montague Expressway, Mission Boulevard, Stevenson Boulevard, and Civic Center Drive; these stops collectively have 29 daily boardings out of the route's total 410 daily boardings. In addition, midday and evening service will be discontinued due to low ridership (these trips carry just 5 riders per bus on average) and the route will provide service only during peak hours. As an alternative option for Alameda County riders, AC Transit Route 217 now operates all day between Great Mall and Warm Springs BART. Route 181 (San Jose Diridon Transit Center -- Fremont BART): Weekday buses will operate nonstop between the San Jose Civic Center and Warm Springs Page 2 of 3

22 8 BART instead of Fremont BART. Service will be discontinued to stops along Stevenson Boulevard and Civic Center Drive; these stops collectively have 303 daily boardings out of the route's total of 1,916 daily boardings. 3. Several bus routes will have minor schedule adjustments to improve running times, on-time performance, transfers, and operators layovers. Outreach Outreach for the discontinuation of light rail express trips was discussed in detail in a separate memorandum that was considered at the Board's August meeting. In summary, the outreach efforts featured a team of VTA staff riding these express trips over the course of two weeks to talk with riders and inform them of the proposal. Staff handed out flyers, sent an to the express riders GovDelivery listserv, and direct communication with San Jose State University Transportation Solutions office. VTA staff will conduct targeted outreach to inform riders of Express 180 and Express 181 of the service changes. Staff will inform Express 180 and 181 riders of the October service changes with notices via VTA s GovDelivery listserv, onboard the buses, at impacted stops, and through San Jose State University s Transportation Solutions office. The Express 180 and 181 riders were also previously engaged during both Next Network community outreach phases as the service plan as adopted includes the elimination of both routes upon the introduction of the Next Network service plan. Fiscal Impact Collectively, the service changes to the Express 180 and Express 181 are projected to reduce current annual operating expenses by approximately $2,000,000. The financial impact of discontinuing the light rail express trains is an additional reduction in annual operating expenses of $720,000 to $820,000, as detailed separately. STANDING COMMITTEE DISCUSSION/RECOMMENDATION: This item was on the Consent Agenda for the Administration & Finance Committee (due to the cancellation of the August meeting of the Safety, Security, Transit Planning & Operations Committee) on August 16, 2018 and was received without comment. Subsequent to this item appearing at the Administration & Finance Committee and upon further consideration by staff, the proposal to modify Route 82's alignment to avoid Newport Avenue has been abandoned due to the proposal's significant cost impact and minimal ridership gains. Prepared By: Jay Tyree Memo No Page 3 of 3

23 Attachment A: Express 180 and 181 Service Changes Fremont Civ ic C ent Mi on Dr Blv d er 8.a ssi Blv d Ste ven s on I-6 discontinued I-8 Warm Springs discontinued new route I-6 80 new route I Great Mall Transit Center Ca pit ol select trips only late evenings Ex pw and weekends only y I-880 to North First and downtown San Jose to Eastridge Aborn & White

24 9 Date: August 27, 2018 Current Meeting: September 13, 2018 Board Meeting: N/A BOARD MEMORANDUM TO: THROUGH: FROM: SUBJECT: Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility General Manager, Nuria I. Fernandez Chief Operating Officer, Inez Evans Chief Operating Officer's Report FOR INFORMATION ONLY BACKGROUND: The Chief Operating Officer provides the Committee for Transportation Mobility and Accessibility (CTMA) with an update at each meeting on items of relevance to the Committee. DISCUSSION: Computer Aided Dispatch and Automated Vehicle Location (CAD/AVL) Project Update The CAD/AVL project is well underway. On the bus side, there are 21 vehicles, including five electric vehicles, that are running mini-fleet testing. The target to complete bus mini-fleet testing (i.e., no show-stoppers) is end of September For Light Rail, the installation of the first pilot vehicle has been completed. We plan to execute pre-mini-fleet testing on the main line the week of September 3, 2018 during off hours (i.e., non-revenue service hours). Eastridge Phase 2 Caltrans recently signed an agreement authorizing the funding for VTA to start construction on its Mobility Training Center (MoTC). The MoTC is designed to be a transit-simulated environment to promote and educate mobility in Santa Clara County. Construction will start later this year with a targeted opening date in early New Paratransit Vans VTA has 64 new wheelchair accessible Paratransit vans that were put into revenue service this last month. These new vehicles will replace older vehicles to help provide a safer, more reliable service. This deployment increases the inventory of Paratransit vehicles in service with the new all blue VTA ACCESS graphics.

25 9 Operator Classes On August 3, 2018, 17 new Bus Operators graduated from Operator training. In Light Rail, an Operator class with 12 students graduated on June 29, Prepared By: Maria Soto Memo No Page 2 of 2

26 10 Date: September 5, 2018 Current Meeting: September 13, 2018 Board Meeting: N/A BOARD MEMORANDUM TO: THROUGH: FROM: SUBJECT: Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility N/A Chief Operating Officer, Inez Evans Bus Annunciator System Report FOR INFORMATION ONLY Background: At previous meeting, Members of the Committee for Transportation Mobility and Accessibility (CTMA) requested information on bus annunciator. This memorandum provides information about calling stops requirements, policies, operator training, customer comments and annunciator maintenance practice. Discussion: Regulatory Requirements VTA is responsible for providing bus stop location information on board its buses and trains. The Americans with Disabilities Act regulations specify which of VTA s 3,734 bus stops are required to be called. As stated in 49 CFR 37 at section (b) (1): (1) The entity shall announce at least at transfer points with other fixed routes, other major intersections and destination points, and intervals along a route sufficient to permit individuals with visual impairments or other disabilities to be oriented to their location. Further, at section (b) (2), coach Operators are required to call any stop requested by an individual with a disability. Section (c) requires the provision of external route and destination information to passengers waiting for a bus by stating: (c) Where vehicles or other conveyances for more than one route serve the same stop, the entity shall provide a means by which an individual with a visual impairment or other disability can

27 10 identify the proper vehicle to enter or be identified to the vehicle Operator as a person seeking a ride on a particular route. Operator Training VTA provides a 9-week extensive operational and technical training class to all new Operators before they are assigned to provide service, including line assignments. The training covers a broad range of policy and procedural information and provides Operators with the skills and knowledge necessary to provide accessible service that is compliant with federal requirements and VTA policies. This new Operator training is drawn from federal regulations, state vehicle codes, and VTA operational policies. The training presents a review of Operations Notices, Operator rules, and federal regulations specific to the provision of service to persons with disabilities. The training also covers the proper use of the annunciation equipment and the Operator s responsibility to call all transfer points, major intersections, time points, requested coach stops and connecting routes. VTA Operators participate in a state-mandated annual eight hour Verification of Transit Training (VTT) class. The VTT class provides updates on passenger safety, vehicle code and ADA requirements. Operations notices pertaining to driving performance and ADA responsibilities are presented. Concerns identified by Operation Superintendents and Office Supervisors are also discussed during the VTT class. Operators are referred to the VTA Technical Training Department for retraining on specific topics concerning behavior or rule and law compliance if determined necessary by Division Superintendents. Customer comment reports, road supervisor observations or occurrence reports are assessed in determining the need to refer Operators to customer service refresher retraining. VTA Operations Policies VTA s Operations Notices and Operator Rulebook contain direction regarding the requirement to call stops. A reminder Operations Notice on the provision of accessible service included a section that stated: Calling Routes, Destinations and Stops VTA coaches are equipped with automatic exterior route/destination and interior bus stop annunciators. Calling stops assists passengers with disabilities, new customers, visitors, and people who are not familiar with our transit system. Coach Operators are to use the automatic annunciators. If an annunciator is not working, Operators need to announce stops within the coach and announce the bus route and destination at all bus stops serving multiple routes. If available, the Public Address system (P/A system) shall be used to call stops. To further assist Coach Operators in calling stops, a Call Stop Sheet is provided with a list of stops to call. Page 2 of 4

28 10 Calling stops is not an 'optional activity. The provision of bus stop, route, and destination information is specifically required by the Americans with Disabilities Act (ADA) at transfer points with other fixed routes, major intersections or destination points, and upon request from customers. VTA s Operator Rulebook contains the following rules expressing the Operator s requirement to call stops and identify the route and destination of the line they are driving. Rule 9.1: Automatic Internal Annunciator - The Operator shall use the automatic internal annunciator. If the annunciator is not functioning, the Operator shall announce all stops as listed on the appropriate Call Stops Sheet and the stops requested by passengers. Rule 9.2: Automatic External Annunciator - The Operator shall use the automatic external annunciator. If the annunciator is not functioning and there are passengers waiting to board, the Operator shall announce the bus route and destination at all bus stops serving multiple routes. Maintenance VTA performs ongoing maintenance on its on-board and external annunciator systems based on daily pull-out checks, Operator Defect Cards, customer comments, and routine preventive maintenance checks every 2,000 miles. Operators perform annunciator checks before each pullout. If an annunciation equipment problem occurs while a Bus or LRV is in service, the Operator will contact VTA s Operation Control Center to inform OCC about the problem and ask for a vehicle exchange, if available and applicable. Meanwhile, the Operators are expected to call the stops as they provide their scheduled services. Upon returning to their Divisions, Operators turn in defect cards that list all the problems experienced during the course of the day. The defect cards are collected to create work orders that are assigned to maintenance staff. Customer Comments During Calendar Year 2018, VTA received 15 comments concerning annunciators and Operators calling of stops from 8 customers. The following categorizes these comments 1. Annunciator Not Working: 9 2. External Annunciator Too Loud: 1 3. Internal Announcement Too Loud: 1 4. Operator Did Not Make Announcement at Requested Stop: 3 5. Miscellaneous: 4 bus displays are turned off inside the bus (hearing impaired customer) This is about 1.8 comments per month, again a low number given that VTA provides over 15 million miles of Bus service and two million miles of Light Rail service each year. VTA continues to encourage customers to report problems they experience so that specific equipment failures and Operator performance can be identified and repaired or addressed quickly. Page 3 of 4

29 10 Advanced Communications System upgrade VTA is in the process of deploying its second generation Advanced Communications System (ACS) using computer-aided dispatch and automatic vehicle location (CAD-AVL) technologies. The ACS/CAD-AVL system is the primary system used by the Operations Control Center (OCC) to manage both revenue service and support vehicles. The system includes on-board data terminals integrated with a Global Positioning System (GPS) and features on-time performance monitoring, managed voice communications, next stop announcements, automatic passenger counting, and real-time passenger information. The new ACS/CAD-AVL system will introduce text to speech technology in its automatic annunciator system. VTA plans to configure the annunciator system to make all stop announcements, with very few exceptions, that ensures compliance with 49 CFR (Code of Federal Regulations) 37 Section (b) (1). Prepared By: Heidi Samuels Memo No Page 4 of 4

30 11 Date: August 30, 2018 Current Meeting: September 13, 2018 Board Meeting: N/A BOARD MEMORANDUM TO: THROUGH: FROM: SUBJECT: Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility General Manager, Nuria I. Fernandez Chief Operating Officer, Inez Evans Performance Review of VTA ACCESS Paratransit and Eligibility Program FOR INFORMATION ONLY BACKGROUND: Members from the Committee for Transportation Mobility and Accessibility (CTMA) have expressed interest in receiving an update on the performance of the VTA ACCESS Paratransit and Eligibility Program. DISCUSSION: Santa Clara Valley Transportation Authority (VTA) provides a paratransit service to eligible individuals with disabilities who cannot independently access or navigate the VTA fixed route bus and rail system in Santa Clara County. MV Transportation, Inc. under contract by VTA operates the VTA ACCESS Paratransit services. Medical Transportation Management, Inc. (MTM) administers and manages oversight function of the ADA paratransit eligibility certification process. Discussion will consist of a presentation by staff of year over year paratransit and eligibility key performance indicators along with recent technology enhancement. Prepared By: Suet Nguyen Memo No. 6472

31 Item # 11 Performance Review of ACCESS Paratransit 09/11/2018

32 Performance Review of ACCESS Paratransit Discussion Focus Three year look back FY18 Month by Month Trends Service areas to improve and how Technology Improvements 2

33 Performance Review of ACCESS Paratransit 3

34 Performance Review of ACCESS Paratransit 4

35 Performance Review of ACCESS Paratransit 5

36 Performance Review of ACCESS Paratransit 6

37 Performance Review of ACCESS Paratransit 7

38 Performance Review of ACCESS Paratransit 8

39 Performance Review of ACCESS Paratransit 9

40 Performance Review of ACCESS Paratransit 10

41 Performance Review of ACCESS Paratransit 11

42 Performance Review of ACCESS Paratransit 12

43 Performance Review of ACCESS Paratransit 13

44 Performance Review of ACCESS Paratransit 14

45 Performance Review of ACCESS Paratransit 15

46 Performance Review of ACCESS Paratransit 16

47 Performance Review of ACCESS Paratransit 17

48 Service Improvement Plan On Time Compliance -Driver Shortage -Trapeze System Setup and Improvement Call Center Response Times -Call Center Staffing -Call Distribution Customer Service -Staff Retraining -Driver Training -Supplemental Service Provider -Quality Assurance and Reporting 18

49 On Time Compliance Driver Shortage -June 2018-Raised Starting Wage to from $15.00 to $ August 2018-Raised Starting Wage from $17.00 to $ Shortage has gone from needing 27 drivers to needing 5 -Determined to bring in 10 additional MV Drivers Trapeze System Setup and Improvement -Expertise in System Speed Set up working on setting our street routing speeds to correct speeds for our area by: Street Type, Area, and Time of Day New Run Cut (Less Taxi Service) -Adjusting amount of service provided to Supplemental Service Providers First Trip on time and Pullout Compliance Audits -Both MV and Supplemental Service Providers 19

50 Call Center Response Time Staffing -Call Center Manager -2 Full Time Reservationist -2 Additional Temps for September and October Call Distribution -Cross Training all Call Center Team Members to take all types of calls for flexibility in distribution during heavy call time Marketing of IVR and PASS WEB as an alternate 20

51 Customer Service Staff -Semi Annual Training for Customer Service focus -Currently Investigating what additional tools to use with team -For all Front Line Call Center Employees -Driver Customer Service Training -Semi Annual Training & Part of Safety Meeting -Additional Training for Supplemental Service Providers -Initial Training, Expand ADA to include Customer Service including Door to Door -Safety Meeting MV Customer Service Training provided to Supplemental Service Providers Quality Assurance and Reporting -Hire New QA Position: Improve Reporting and assist with QA of Call Center Staff 21

52 Oversight & Auditing 22

53 Performance Review of ACCESS Paratransit 23

54 Performance Review of ACCESS Paratransit 24

55 Performance Review of ACCESS Paratransit 25

56 MyACCESS iphone, tablet, PC screenshots 26

57 Performance Review of ACCESS Paratransit 27

58 Performance Review of ACCESS Paratransit 28

59 Performance Review of ACCESS Paratransit 29

60 Performance Review of ACCESS Paratransit 30

61 Performance Review of ACCESS Paratransit 31

62 Performance Review of ACCESS Paratransit 32

63 Performance Review of ACCESS Paratransit 33

64 Performance Review of ACCESS Paratransit 34

65 Performance Review of ACCESS Paratransit 35

66 Thank you! 36

67 13 Date: March 2, 2018 Current Meeting: September 13, 2018 Board Meeting: N/A BOARD MEMORANDUM TO: THROUGH: FROM: SUBJECT: Santa Clara Valley Transportation Authority Committee for Transportation Mobility & Accessibility General Manager, Nuria I. Fernandez Chief Operating Officer, Inez Evans Workplan Update FOR INFORMATION ONLY BACKGROUND: Attached is the Committee for Transportation Mobility and Accessibility Workplan Update. Prepared By: Aaron Vogel Memo No. 6307

68 Committee for Transportation Mobility and Accessibility Work Plan 13.a Short Title Doc ID Transit Service Changes - October 8, I Performance Review of VTA ACCESS Paratransit and Eligibility Program 6472 D CTMA Workplan Update 6307 I Chief Operating Officer's Report 6491 I Bus Annunciator System Report 6657 I Paratransit Privacy Policy - Further Discussion 6668 D Transit Operations Performance Report - Q4 FY I CTMA Workplan Update 6308 I Chief Operating Officer's Report 6492 I CTMA Workplan Update 6309 I Chief Operating Officer's Report 6501 I Transit Service Changes - January 14, I Paratransit Eligibility Certification Process 6496 I ADA Bus Stop Assessments 6576 I CTMA 9/13 CTMA 11/8 CTMA 1/17 FUTURE CTMA meeting I - Information Item D - Discussion Item