Notice and Agenda of a Meeting of the Board of Directors Public Safety, Customer Service & Operations Committee

Transcription

1 Thomas C. Lambert President & CEO PUBLIC SAFETY, CUSTOMER SERVICE & OPERATIONS Notice and Agenda of a Meeting of the Board of Directors Public Safety, Customer Service & Operations Committee Metropolitan Transit Authority of Harris County, Texas Lee P. Brown METRO Administration Building 1900 Main Street, 2 nd Floor Board Room, Houston, TX Thursday, March 15, 2018 at 2:00 p.m. COMMITTEE MEMBERS Jim Robinson, Chair Lisa Castañeda Lex Frieden Don Elder 1. Monthly Safety Message S. Cagan ACTIONS 2. Request Board authorization for the President & CEO to negotiate and execute a contract modification with AON Risk Services Southwest, Inc. (AON) for broker of record services to cover all of METRO's operational insurance and risk needs T. Kelly 3. Request Board authorization for the President & CEO to negotiate, execute and deliver an interlocal agreement with the City of Houston to permit towing of vehicles from the High Occupancy Vehicle (HOV) / High Occupancy Toll (HOT) Lanes on freeways within the City, by the City s contracted SafeClear Operators T. Kelly 4. Request Board authorization for the President & CEO to negotiate, execute and deliver a contract with B&C Truck Electric Services, Inc. for the purchase and delivery of Niehoff alternator parts for METRO s transit vehicles M. Kyme 5. Request Board authorization for the President & CEO to negotiate, execute and deliver a contract with Stewart & Stevenson Power Products, LLC for the purchase and delivery of Reliabilt engine parts for METRO s transit vehicles M. Kyme COMMITTEE APPROVALS 6. Review of possible procurement solicitations M. Kyme ACCESSIBILITY AND SPECIAL ACCOMMODATIONS METRO s meetings are held in a facility accessible to persons with disabilities. Request for accommodations should be directed to the Board Office at at least 48 hours in advance of the meeting. SECURITY Individuals attending this meeting will be subject to being scanned with a security wand and/or metal detector walk through. You and your property are subject to being searched.

2 Public Safety, Customer Service and Operations Agenda Working Committee Meeting Agenda BRIEFINGS 7. Monthly Board Speaker Follow-up R. Frank 8. Monthly Public Safety, Customer Service, and Operations Report T. Kelly 9. METRORail Safety Update S. Cagan 10. Service Options for Court House Shuttle K. Luhrsen

3 MONTHLY SAFETY MESSAGE

4

5

6 Rev METRO- SUMMARY OF PROCUREMENT MODIFICATION No. 003 PROJECT NAME: Broker of Record Services- Operations CONTRACT NO.(S): RS PURPOSE: CONTRACTOR: CONTRACT VALUE: TYPE OF CONTRACT: METHOD OF PAYMENT: This modification exercises Option Year 5 of the Contract, extending the contract by one year and adding $132, AON RISK SERVICES SOUTHWEST, INC. ("AON") 5555 SAN FELi PE SUITE 1500 HOUSTON, TEXAS Refer to Modification Analysis/Mod No. history/details. Firm Fixed Price: Plus Optional Work Progress Payments by Work Authorization. 003 for monetary 3 Yr. Base Opt. Yr. 4 Opt. Yr. 5 $396, $132, $132, $300, $100, $100, PERFORMANCE PERIOD: SMALL BUSINESS PARTICIPATION: 3 Year Base Period plus two One-Year Options For a Prime that is non-sbe/dbe certified: METRO established a 15% Small Business goal. AON has committed 16% Small Business participation using the following SBE/DBE subcontractor(s). Currently, AON is achieving 14.76%. PRIME: AON Risk Services Southwest, Inc. 84% Subcontractor(s) Type of Work % Perez Insurance Agency NFIP Flood and Notary Bonds 16% BACKGROUND: METRO executed this Contract in May of This Contract included a base task supporting METRO's operations, and the ability to order up to $100, per year in optional work with approval from either METRO's Board of Directors or its CEO. The Contract also included two one-year optional periods. METRO exercised Option Year 4 of this Contract in May of 2017 FUNDING: COST/PRICE ANALYSIS: RECOMMENDATION: Varies by Work Authorization The price of Option Year 5 was evaluated when awarding this Contract and is already found to be fair and reasonable. Approval of this modification is recommended.

7 Summary of Procurement - Contract Mod Contract No. Rs14oooo4 Page 2 SUPERVISOR CONTRACT SPECIALIST ' 2../"f/ tf DATE /ld/ }~ PROJECT MANAGER DATE ~-6L-tkJ~ ÎkcroR SMALL BUSINESS COMPLIANCE DATE

8 RESOLUTION NO A RESOLUTION AUTHORIZING THE PRESIDENT & CEO TO EXECUTE AND DELIVER A BROKER OF RECORD CONTRACT FOR INSURANCE SERVICES WITH AON RISK SERVICES SOUTHWEST, INC. FOR METRO OPERATIONS INSURANCE AND RISK NEEDS; AND MAKING FINDINGS AND PROVISIONS RELATED TO THE SUBJECT WHEREAS, METRO is in need of broker of record services for the continuation of METRO's operations insurance and risk needs; and WHEREAS, METRO issued a request for proposals to provide for broker of record services for METRO's operation insurance and risk needs; and WHEREAS, METRO staff recommends a contract with Aon Risk Services Southwest, Inc. to provide broker of record services for an amount not-to-exceed $396,720. NOW, THEREFORE, BE IT RESOLVED BY THE BOARD OF DIRECTORS OF THE METROPOLITAN TRANSIT AUTHORITY THAT: Section 1. The Board of Directors hereby authorizes the President & CEO to execute and deliver a broker of record contract for insurance services to AON Risk Services Southwest, Inc. for an amount not-to-exceed $396,720 to cover all of METRO operations insurance and risk needs for the designated term. Section 2. This Resolution is effective immediately upon passage. PASSED this 27th day of March, 2014 APPROVED this 27th day of March, 2014 ATTEST: '';:Ilit,/tr...,,>,fBOTAA/"t'- Assistant Sen etary METRO. R Gilbert Andrew Garcia, CFA - / # Chairman

9

10

11

12

13 INTERLOCAL AGREEMENT This Interlocal Agreement ( Agreement ) entered into between the Metropolitan Transit Authority of Harris County, Texas ( METRO) and The City of Houston, a home rule municipality of the State of Texas ("City"), collectively known as the Parties, to permit towing of vehicles from High Occupancy Vehicle lanes of freeways within the City, by the City s contracted SafeClear Operators. RECITALS: 1. Section of the Code of Ordinances, Houston, Texas, ("Code") authorizes the Chief of Police of the City of Houston, ("Police Chief") upon recommendation of its Mayor and approval by City Council, to execute agreements with persons who hold a Police-Authorized Tow Service Agreement ("PATSA"), to provide non-consent towing and emergency road services on freeways ("Tow Services"). This is known as the SafeClear Towing Program ( Program ). 2. The Program operates on freeways within the City, excluding HOV lanes. 3. The City and METRO desire to include vehicles needing non-consent towing and emergency road services in the HOV lanes in the Program and any other towing program the City manages. In consideration of the mutual promises contained in this Agreement, and of the mutual benefits to result thereof, the Parties agree as follows: 1. DEFINITIONS 1.1 Freeway System means the entire public right-of-way of a divided, controlled-access state highway located within the limits of the City, including all main lanes, exit ramps, entrance ramps, shoulders, direct connectors and High Occupancy Vehicle ( HOV )/High Occupancy Toll (HOT) Lanes. METRO and the Texas Department of Transportation ( TXDOT ) executed the Transitways Master Operations and Maintenance Agreement and Managed High Occupancy Toll Lanes Project Agreement authorizing METRO to operate and maintain the HOV/HOT Lanes System on the freeways owned by state. Such freeways with HOV/HOT lanes ( METRO HOV Lanes ) are listed below: IH 45 Gulf Freeway IH 45 North Freeway IH 69 Eastex Freeway IH 69 Southwest Freeway US 290 Northwest Freeway. The Freeway System will not include Harris County Toll Road Authority toll system, the Katy Freeway (IH-10) Managed Lanes, and frontage or service roads. 1.2 Program Tow Operator is the owner of or driver for an auto towing business authorized to perform SafeClear tows under applicable state law and under contract with the City. 1

14 1.3 Tow means the removal of any vehicle, including a trailer towed by the vehicle and METRO non-revenue vehicles, by means of an auto wrecker only. 2. AUTHORIZATION Appropriate action by ordinance, resolution or otherwise pursuant to the laws applicable to each Party shall be necessary before this Agreement becomes effective. The Executive Vice President of Operations, Public Safety & Customer Service, or his designee, of METRO and the Houston Police Chief shall designate in writing a representative to conduct matters under this Agreement. 3. DUTIES OF CITY The City agrees to include METRO HOV lanes in the definition of Freeway Segment used in City s SafeClear Towing Agreements with Program Tow Operators. 4. DUTIES OF METRO METRO agrees that City may include METRO HOV Lanes in any towing program managed by the City. 5. LIMITATION OF LIABILITY NOTHING IN THIS AGREEMENT MAY BE CONSTRUED AS CREATING ANY PERSONAL LIABILITY ON THE PART OF ANY OFFICER, DIRECTOR, EMPLOYEE OR AGENT OF ANY PUBLIC BODY THAT MAY BE A PARTICIPANT TO THIS AGREEMENT AND THE PARTICIPANTS EXPRESSLY AGREE THAT THE EXECUTION OF THIS AGREEMENT DOES NOT CREATE ANY PERSONAL LIABILITY ON THE PART OF ANY OFFICER, DIRECTOR, EMPLOYEE OR AGENT OF EITHER PARTICIPANT. 6. LIABILITY It is understood and agreed between the Parties that each party hereto shall be responsible for its own acts of negligence in connection with this Agreement and neither party shall be responsible to another Party for any negligent act or omission in connection with this Agreement. If injury or property damage results from the joint or concurrent negligence of any of the Parties, liability, if any, shall be shared by each Party on the basis of comparative responsibility in accordance with the applicable laws of the State of Texas, subject to all defenses available to it including governmental immunity. No provision herein shall be deemed a waiver of any defense available by law to any Party 7. TERM The term of this Agreement is one (1) year, commencing on the date this Agreement is finally executed by all the required officials for each Party. Thereafter, provided Grant funds are available to the City this Agreement will automatically renew for twenty (20) successive one-year terms, unless a Party indicates in writing to the other Party its intent to terminate this Agreement, with sufficient notice, before the end of the then current term. 2

15 8. TERMINATION FOR CONVENIENCE Either Party may terminate this Agreement for any reason with at least thirty (30) days written notice to the other Party. In the event a Party terminates this Agreement, the remaining Party shall not be liable for any costs or damages incurred by the Party because of such termination. 9. AMENDMENTS This Agreement may be modified or amended only by a written Amendment signed by all Parties. 10. FUNDING OBLIGATION All Parties acknowledge neither Party has allocated or appropriated any funds under this Agreement. 11. APPLICABLE LAWS Venue and jurisdiction of any lawsuit, or cause of action arising under or in connection with this Agreement, shall lie exclusively in Harris County, Texas. 12. ENTIRE AGREEMENT This Agreement constitutes the entire agreement between the Parties hereto and supersedes any prior understandings whether oral or written respecting the subject matter. Any amendment to this Agreement must be in writing, signed by all parties and accomplished in accordance with the modification requirements of the respective Parties. 3

16 13. SIGNATURES The Parties have executed this Agreement in multiple copies, each of which is an original. Each person signing this Agreement represents and warrants that he or she is duly authorized and has legal capacity to execute and deliver this Agreement. Each Party represents and warrants to the other that the execution and delivery of this Agreement and the performance of such Party s obligations hereunder have been duly authorized and that the Agreement is a valid and legal agreement binding on such Party and enforceable in accordance with its terms. CITY OF HOUSTON ATTEST/SEAL: CITY OF HOUSTON City Secretary By Mayor APPROVED: COUNTERSIGNED: Art Acevedo, Chief of Police Houston Police Department City Controller APPROVED AS TO FORM: DATE COUNTERSIGNED: Senior Assistant City Attorney L.D. File No

17 METROPOLITAN TRANSIT AUTHORITY OF HARRIS COUNTY, TEXAS By: Thomas C. Lambert President & Chief Executive Officer Executed for and on behalf of the Metropolitan Transit Authority pursuant to Resolution No. -, the Board of Directors passed on the day of 2018, and on file in the office of Assistant Secretary of METRO. ATTEST: Assistant Secretary APPROVED: Cydonii V. Fairfax Executive Vice President and General Counsel Arthur C. Smiley Chief Financial Officer 5

18

19

20

21

22

23

24

25

26

27

28

29

30

31 FY2018 ANTICIPATED PROCUREMENT REPORT Solicitations over $50K March Consent List Q2 NO. PROJECT DESCRIPTION PROCUREMENT METHOD (RFP, RFQ, IFB) ANTICIPATED SMALL BUSINESS GOAL ANTICIPATED ADVERTISEMENT MONTH COMMENTS BOARD COMMITTEE PREVIOUS BOARD COMMITTEE CONCUR Y 1 Slitter, Cutter, Creaser, Folder and Perforator IFB N/A April Equipment Required for METRO's Print Shop Administration Committee Fire Protection Equipment Maintenance & Alarm Monitoring Services METRONet Access Control Service Traffic Signal Rework Pease & Jefferson IFB 35% April 3 Year Contract IFB 35% April 3 Year contract IFB N/A April 5 A/C Compressor Kits IFB N/A April Bumpers for Transit Vehicles Disposable Nitrile Gloves Filters for transit Vehicles IFB N/A April IFB N/A April IFB N/A April Safety related contract to rework the signal lights Pease & Jefferson. Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. Capital & Strategic Planning Committee Capital & Strategic Planning Committee Capital & Strategic Planning Committee Public Safety, Customer Service & Operations Committee Public Safety, Customer Service & Operations Committee Public Safety, Customer Service & Operations Committee Public Safety, Customer Service & Operations Committee 1 of 2

32 FY2018 ANTICIPATED PROCUREMENT REPORT Solicitations over $50K March Consent List Q2 NO. 9 PROJECT DESCRIPTION Purchase of METROLift Vehicles PROCUREMENT METHOD (RFP, RFQ, IFB) ANTICIPATED SMALL BUSINESS GOAL ANTICIPATED ADVERTISEMENT MONTH IFB N/A April 10 Railcar Bearings IFB N/A April 11 ZF Transmission Parts IFB N/A April COMMENTS Purchase of METROLift Vehicles for FY19, FY20 & FY21 Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. Off-the-shelf manufactured parts. Requirements Contract with parts to be delivered over a two (2) year period with no options. BOARD COMMITTEE Public Safety, Customer Service & Operations Committee Public Safety, Customer Service & Operations Committee Public Safety, Customer Service & Operations Committee PREVIOUS BOARD COMMITTEE CONCUR Y 2 of 2

33 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: Board Speaker Follow-Up AGENDA DATE: DEPARTMENT: Customer Service PRESENTER: Russ Frank SUMMARY:

34 Customer Service Board Speaker Follow-Up METRO Board of Directors Meeting February 20, 2018 The following individuals spoke at the METRO Board of Directors Meeting: 1. Mr. Jose Avila SUBJECT: METROLift Issues Mr. Avila complimented the METROLift staff for taking swift action to resolve his needs. He is thankful for the feeder service at the Northwest Transit Center; however, he says it is difficult to access the transit center because the lack of sidewalks in the area. The lack of sidewalks and accessibility for the disabled in his neighborhood is a challenge and does not provide a safe option to connect with METRO. Board Member Lex Frieden echoed his comments and encouraged him to provide the addresses for locations that are not equipped with the proper sidewalks and access for the disabled, so these areas can be referred to the City of Houston. 2. Mr. David Tidmore SUBJECT: Now you see it now you don t regarding buses Mr. Tidmore commented on the shelter located at Elmsworth and South Course not having a bench available for the customers. He says he was told the bench was recently removed due to ADA compliance, but he is requesting the shelter be replaced. To improve accessibility around the shelter, the bench was removed. We are in the process of installing an additional pad to expand the waiting area capacity and allow for a bench or an additional shelter. 3. Mr. Dominic Mazoch SUBJECT: General Comments Mr. Mazoch wants Uptown Houston to provide updates on the BRT construction. He also suggested that METRO promote local bus as an option to the rodeo. 4. Mr. Stephen Longmire SUBJECT: Rail or BRT service on Richmond Mr. Longmire is the President of the First Montrose Commons Neighborhood Association and he spoke on behalf of the Association citing their support of having BRT or Light Rail transportation on Richmond Avenue. He provided a letter to the Board that is representative of the support from the Montrose Community requesting that the Blue Line become a high priority for METRO. Chair Patman will be scheduling a follow-up meeting with Mr. Longmire. Customer Service Board Speaker Follow-Up Public Safety, Customer Service & Operations Committee Meeting Page 1 of 2

35 5. Ms. Alicia Nuzzi SUBJECT: General Comments Ms. Nuzzi spoke on behalf of the Houston High-Speed Rail Watch Group. The group is comprised of various neighborhoods and they are advocating for an elevated METRO Rail line or BRT on I-10 connecting to downtown. 6. Ms. Julie Marinucci SUBJECT: General Comments Ms. Marinucci spoke on behalf the Houston High-Speed Rail Watch Group being in favor of having alternate transportation connecting customers to downtown. 7. Mr. Philip Salerno SUBJECT: General Comments Mr. Salerno commented on METRO expanding to connect with the new High-Speed Rail Terminal and the Northwest Transit Center. He stated that this expansion will provide high-capacity transit to the citizens, increase jobs and enhance the service to the growth of the city. 8. Mr. Mike McMahan SUBJECT: General Comments Mr. McMahan commented on commuter service for those living inside the Beltway. He suggested using a grid system for these areas, like the local bus network. 9. Mr. Trinidad Renteria SUBJECT: General Comments Mr. Renteria is concerned that some METROLift drivers are being distracted while driving, because they are using their cell phones for GPS directions. Staff met with Mr. Renteria following the board meeting. METRO and its contractors have cell phone policies that prohibit the use of cell phones while operating a vehicle. Each vehicle is equipped with an onboard mobile data computer that provides trip information and navigational assistance. It was explained to him that customers should report violations to Customer Service. He also commented on the GreenLink Route being changed, but the website did not have an updated map for this route. The maps were updated on the website on January 19 and the public guides were updated on February 15, Customer Service Board Speaker Follow-Up Public Safety, Customer Service & Operations Committee Meeting Page 2 of 2

36 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: Monthly Report - Public Safety, Customer Service, & Operations AGENDA DATE: DEPARTMENT: EVP, Public Safety, Customer Service, & Operations PRESENTER: Timothy H. Kelly SUMMARY: A monthly report of Key Performance Indicators (KPIs) for METRO's - Safety - Police - HOV/HOT Lanes - Customer Service - Operations (Bus, Rail, METROLift, STAR Vanpool)

37 March 2018

38 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report 3 Safety 4 Police 7 HOV / HOT Lanes 8 Customer Service 13 Operations - Bus 14 Operations - Star Vanpool 15 Operations - Rail 16 Operations - METROLift Page 2 of 16

39 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report SAFETY MEASURE DEFINITION Benchmark Bus Accidents Transit incident with passenger injuries that requires immediate medical treatment away from the scene or a collision between a bus and an object such that the amount of damage exceeds $1, FY17 FY18 Benchmark Preventable Non-Preventable Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep FY FY Benchmark MEASURE DEFINITION Benchmark Rail Accidents Reflect collisions between METRORail and other vehicles, pedestrians or bicyclists. 8 FY17 FY18 Benchmark Preventable Non-Preventable Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep FY FY Benchmark Page 3 of 16

40 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep POLICE Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Benchmark These crimes include Homicide, (Agg) Sexual Assault, Robbery, Agg Assault, Burglary, Larc/Theft, Part I Crime 70 Auto Theft and Arson FY17 FY18 Benchmark is 70 Crime Type February Homicide (Agg) Sex Assault 10 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Robbery Burglary Auto Theft Agg Assault Larc/Theft Arson MEASURE Part I Crime By Location DEFINITION Incidents that occur on METRO property, meaning Park & Ride lots, Transit Centers, On-board Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms. Benchmark 30 P&R/TC/Bus/Rail & Platform Park & Ride Transit Center On-Board Bus On-Board LRV LRV Platform Benchmark is Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 4 of 16

41 MEASURE Part II Crime Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report DEFINITION All other criminal offenses that occur on METRO property, meaning Park & Ride lots, Transit Centers, onboard Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms not qualified as a Part I Crime. FY17 FY Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep On Board Bus LRV Platform FEBRUARY Park and Ride Transit Center On Board Bus Bus Op. Facility Bus Shelter Bus Stop Non Transit Building (store, com.) Facility HOV Lane On Board LRV LRV Platform Rail Tracks Rail Transfer Station Extra Job Traffic Stop Pedestrian Stop Along Rail, But Not System Along the Bus Route Parking Lot / Garage (Lot B) METROLift Page 5 of 16

42 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Code of Conduct Suspension Notices DEFINITION The total number of METRO Code of Conduct Suspension Notices issued per month for violation of prohibited conduct on METRO property. A suspension notice may only be issued by a METRO Police Officer. FY17 FY Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 6 of 16

43 1,084 1,228 1,292 1,912 1,973 HOV / HOT LANES MEASURE Citations Issued Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report DEFINITION The total number of METRO HOV/HOT citations issued per month and per freeway corridor. Citations are issued by a Police Officer and could be either a warning citation or finable citation. FY18 Totals 45N 45S N 59S 2, , , , Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep FEBRUARY MEASURE Average Lane Speed DEFINITION The average lane speed from both the AM (7-8) and PM (5-6) peak hours of operation on all five HOV lanes are held to an FTA set goal of 45 mph at minimum. The speed it measured using data collected when a vehicle, with a toll tag, enters the lane and travels the full length. The system measures that vehicles entry and exit of the lane and an algorithm calculates the speed based on that data. Goal 45 mph 45N 45S 290 FEBRUARY N 59S Goal is 45 mph JANUARY FEBRUARY 45N AM 7a-8a 45N PM 5p-6p 45S AM 7a-8a 45S PM 5p-6p 290 AM 7a-8a 290 PM 5p-6p 59N AM 7a-8a 59N PM 5p-6p 59S AM 7a-8a 59S PM 5p-6p Page 7 of 16

44 2,475 2,728 3,071 3,093 3, , , ,697 FEBRUARY 142, ,494 CUSTOMER SERVICE MEASURE Customer Calls Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report DEFINITION Total number of calls received by month MEASURE Customer Call Type DEFINITION Total number of calls received by queue type for current month 145, , , , , ,000 2, ,664 2,436 3,041 50,359 58, ,000-20,000 40,000 60,000 80, , ,000 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep IVR (Automated System) General Information Lost & Found Complaint General Information (Spanish) METRO Receptionist Q-Card MEASURE DEFINITION Benchmark MEASURE DEFINITION Customer Average Call Wait Time Amount of time a call waits in queue to be processed or answered :01:45 Call Translation Assistance Total number of customers needing assistance in a language other than English, received in the Call Center FY18 Benchmark (Minutes) YTD Average 4,500 4,000 :02:06 3,500 :01:45 3,000 :01:24 2,500 :01:03 :00:42 2,000 1,500 1,000 :00: :00:00 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 8 of 16

45 2,647 3,243 3,690 3,735 3,746 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Public Comments DEFINITION Total number of customer comments and type received by month FY17 FY18 Comments by Type - February 4,000 3, ,000 2,500 2,000 1,500 1,000 3, Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Comments Complaints Commendations MEASURE Lost & Found DEFINITION Total number of customers served and type of assistance provided at the Lost & Found window Customer Information Lost & Found 4,000 3,500 3,000 2,500 2,000 1,500 1, Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 9 of 16

46 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE In-Person Translation Assistance DEFINITION Total number of customers needing assistance in a language other than English (1900 Main, 1001 Travis, and Fannin South) MEASURE In-Person Customer Service DEFINITION Total number of customers serviced at RideStores for assistance other than buying transit fares In-Person Translation Assistance In-Person Customer Service Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE DEFINITION MEASURE DEFINITION In-Person Fare Transactions Total number of transit fares sold in RideStores by type On-Line Fare Transactions Total number of transit fares sold on-line by type Q Card METRO Money METROLift Convention Pass Q Card METRO Money METROLift Convention Pass 250,000 5,000 4, ,000 4,000 3, ,000 3,000 2, ,000 2,000 1,500 50,000 1, Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 10 of 16

47 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Type of Fare DEFINITION Types of METRO Fare sold in-person and on-line 1,400 Q Card 1,200 1, Day Pass FEBRUARY Q Card Q Card - Senior Q Card - Disabled Q Card - Student Day Pass Day Pass - Senior Day Pass - Disabled Day Pass - Student 365 Day Disabled Veterans Pass (MVP) 70+ Convention Pass MEASURE METROLift Fare DEFINITION Total number of METROLift transit fares sold inperson and on-line MEASURE METRO Money DEFINITION Total number of METRO Money sold by type in-person and on-line Single Books Monthly 365 Day Pass $1.25 $2.50 $5.00 $10.00 $ , , , , , , ,000 60,000 40,000 20,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 11 of 16

48 27,052 28,953 30,088 31,317 30,859 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Fannin South Parkers DEFINITION Total number of parking transactions by type per month Monthly Daily Special Events FY17 18,000 16,000 14,000 12,000 10,000 8,000 6,000 4,000 2,000 - Oct Nov Dec Jan Feb MEASURE Retailer Transactions DEFINITION Total number of Q Cards loaded by a retailer FY18 32,000 31,000 30,000 29,000 28,000 27,000 26,000 25,000 24,000 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 12 of 16

49 OPERATIONS - BUS Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal Local OTP Considered on-time if it does not leave early and is within a five (5) minute window, after the scheduled departure time. 75% Local - Bus Goal is 75% 76.0% 75.5% 75.0% 75.1% 75.4% 74.5% 74.0% 73.5% 73.0% 73.7% 73.7% 74.1% 72.5% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE Park & Ride OTP DEFINITION Considered on-time if it does not depart early (except when leaving a Park & Ride lot in the morning because it s full) and is within a five (5) minute window, after the scheduled departure time. Goal 75% Park & Ride - Bus Goal is 75% 77.5% 77.0% 76.5% 76.9% 76.4% 76.4% 77.1% 76.0% 75.5% 75.4% 75.0% 74.5% 74.0% 73.5% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 13 of 16

50 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal Reflects any mechanical issue encountered during operation of the vehicle in revenue service that Bus MDBF requires a maintenance action resulting from a mechanical failure; includes warranty and fleet 9,700 defects but excludes accidents. Mean Distance Between Mechanical Failures - All Buses Goal 14,000 12,000 10,000 8,000 6,000 4,000 2,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep OPERATIONS - STAR VANPOOL MEASURE Passenger Trips DEFINITION The number of passenger trips taken on any STAR Vanpool routes. FY17 FY18 200, , , , , ,000 80,000 60,000 40,000 20,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep *Reflects the estimated number of passenger trips for the month, all logs are not received and data processed in time for this report. True number for STAR Vanpool passenger trips will be reflected in next month's report. Page 14 of 16

51 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report OPERATIONS - RAIL MEASURE DEFINITION Goal Goal Goal Considered on-time when the train departs from the beginning of the line Rail OTP and arrives at the end of the line less than five (5) minutes after the 90% 95% 95% scheduled time. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Rail - Red Line Goal is 90% Rail - Green Line Goal is 95% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Rail - Purple Line Goal is 95% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% MEASURE Rail MDBSI DEFINITION Mean Distance Between Service Interruptions (MDBSI) is classified as any interruption where passengers are delayed by one (1) minute or greater of lost time. Goal 15,000 45,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 Mean Distance Between Service Interruptions - Rail Goal is 15,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 15 of 16

52 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report OPERATIONS - METROLIFT MEASURE DEFINITION MEASURE DEFINITION Goal The number of non-unique passengers who The percentage of pickups / dropoffs made within a designated Passenger board METROLift vehicles (van, minivan, taxi On Time Trips cab backup, METROLift Subsidized Program Performance service window (30 minutes) 90% (MSP)). including appointment times. FY17 FY18 METROLift Goal is 90% 180, % 175, , , % 91.0% 160, , , % 89.0% 145, , , % 87.0% 130,000 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 86.0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE DEFINITION Goal MEASURE DEFINITION Benchmark Mean Distance Before Failure The average number of vehicle-miles traveled before a mechanical failure (breakdown). The percent of all scheduled 20,000 No-Shows trips when a customer fails to 3% show up for a scheduled trip. Mean Distance Between Mechanical Failures - METROLift FY17 FY18 Benchmark is < 3% Goal is 20,000 4% 40,000 35,000 30,000 3% 3% 25,000 2% 20,000 15,000 10,000 5,000 2% 1% 1% - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep *Prior months are subject to shift based on finalization of contractor documentation. Page 16 of 16

53 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: METRORail Safety Update AGENDA DATE: DEPARTMENT: Safety PRESENTER: Sean Cagan SUMMARY: To brief the Public Safety, Customer Service, and Operations Committee on safety initiatives taken by METRO since last month's briefing and discuss current and future safety initiatives.

54 Public Safety, Customer Service & Operations March 2018

55 TXDOT State Safety Oversight Approved Accident Investigation Procedure 2/6/18 System Security Plan 2/6/18 Internal Safety & Security Audit Report 2/8/18 Rail System Safety Program Plan 2/19/18 2

56 Project Management Phases Initiating Planning Executing Monitoring & Control Closing 3

57 Initiating Study of Shared Lanes on Capital & Rusk Study of Shared Lanes at TMC Planning High Visibility Pavement Markings Upgrade Pedestrian Signals to Accessible Bluetooth Proximity Alert System Quad Gates at Wheeler & UH Entrance 6 Sunset Reconstruction 4

58 Executing LRV Cab Cameras Traffic Signal LED Back Plates Upgrade Traffic Signal Arm at Main/Jefferson and Main/Pease Rail Alignment Fencing Railroad Advance Pavement Markings Monitoring All 5

59 Crosswalk Example Current State Bell Avenida de las Americas 6

60 Proposed Crosswalk Treatment Quitman Gray 7

61 Railroad Pavement Markings Bellfort - BEFORE Bellfort - AFTER 8

62 Lighting Improvements 610 IH610 - BEFORE IH610 - AFTER 9

63 10

64 MPD Enforcement Campaign This campaign is all about improving safety for pedestrians, drivers, and rail operators. - Chief Vera Bumpers 11

65 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: AGENDA MONTH: DEPARTMENT: PRESENTER: SUMMARY:

66 Public Safety, Customer Service and Operations Committee March 2018

67 o Request from Harris County to provide transit service for employees between the following locations in Downtown Houston Baker St San Jacinto Franklin St Caroline St Prairie St Congress Congress 2

68 ADVANTAGES o Provides more convenient access to the locations requested by Harris County DISADVANTAGES o o o Will require 4 new bus stops New stops will not be ADA accessible due to on-street parking Difficult turning movement from Franklin to Caroline o Duplicates existing services (11 Almeda / Lyons, 51 Hardy- Kelley, and 52 Hardy Ley) Existing Stops in Red, New Stops in Blue 3

69 ADVANTAGES o o Provides access to requested locations All bus stops are existing DISADVANTAGES o Stops not directly visible for three of the requested locations (3, 4 and 5) o Duplicates existing services (11 Almeda / Lyons, 51 Hardy- Kelley, and 52 Hardy Ley) Existing Stops in Red, New Stops in Blue 4

70 ADVANTAGES o Provides more convenient access to the locations requested by Harris County DISADVANTAGES o o o Will require 2 new bus stops New stops will not be ADA accessible due to on-street parking Difficult turning movement from Franklin to Caroline o Duplicates existing services (11 Almeda / Lyons, 51 Hardy- Kelley, and 52 Hardy Ley) Existing Stops in Red, New Stops in Blue 5

71 STAFF RECOMMENDS OPTION 2 o Straight forward alignment with all ADA accessible stops OPERATING CHARACTERISTICS o o o o o Begin service on Monday, March 26th Free fare Operate weekdays only, 8 AM to 5 PM Service every 15 minutes FY2018 Cost - $195K (6 months) Existing Stops in Red, New Stops in Blue 6