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Paratransit Update

Paratransit Update. April 2019. Increased transparency through new customer metrics. Public dashboard launched in January 2018 Including many metrics related to: Ridership On-time performance Provider no-shows Ride time Customer complaints Call center.

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Paratransit Update

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  1. Paratransit Update April 2019

  2. Increased transparency through new customer metrics • Public dashboard launched in January 2018 • Including many metrics related to: • Ridership • On-time performance • Provider no-shows • Ride time • Customer complaints • Call center

  3. We are watching customer metrics very closely Pickup On-Time Performance • Primary carrier and broker pickup on-time performance are both over the goal of 92% • Drop-off on-time performance has also increased over the last year • As we transition to the enhanced broker service we expect some short-term impacts to on-time performance Goal Drop-Off On-Time Performance on Appointment Trips Goal

  4. Paratransit experienced growth over the last two years

  5. Total trips have increased substantially since the introduction of E-Hail Trips by service type 2016-2018 (millions) • Trips increased 16% in one year with the introduction of e-hail • Share of trips on Carrier declined from 73% to 50% since the introduction of E-Hail • 90% of E-Hail trips were booked through advanced reservation, the remaining 10% were on-demand trips • Of 2.1 million E-Hail trips in 2018: 1 million are new demand and 1.1 million represent shift from carrier and broker +16% 7.1 +1% 6.1 6.1 2.1(30%) 1.6(27%) 1.7(28%) 1.4(20%) 4.4(73%) 4.1(66%) 3.5(50%) 2016 2017 2018 E-Hail Broker/Voucher/Taxi Carrier

  6. Increased trip demand due to E-Hail has driven up costs Annual cost (millions) • Costs grew 13% in 2018, a $62 million increase • On-demand: $8 million • Advance reservation: $54 million • Per trip costs by mode in 2018: • Carrier: $86 • Broker/Voucher/Taxi: $29 • E-hail: $37 • Lower cost per trip of E-Hail is offset by overall increase in trips • Fixed cost of carrier service limits the amount of cost savings • Carrier services are needed to ensure a zero-denial rate as per federal mandate +13% 537 +2% 475 467 114 109 107 2016 2017 2018 E-Hail Carrier Broker/Voucher/Taxi Insurance /Call Center/Admin/Other

  7. On-demand E-Hail is growing even faster than advance reservation E-Hail Average total monthly trips per customer by customer type • Advance reservation is used by 25,000 customers each month, compared with 1,200 in the on-demand pilot • Average on-demand monthly trips increased by two-thirds, four times the rate of increase in advance reservation E-Hail • On-demand Participants switched to on-demand E-Hail for the majority of their travel • Upper limit of on-demand usage is not yet clear

  8. Key takeaways • Given high demand in the current pilot, which is continuing to grow, expanding on-demand E-Hail to the entire customer base would potentially cost hundreds of millions of dollars, and will require a new recurring funding source • In rightsizing the carrier fleet, we must consider taxi/FHV customer service and reliability, wheelchair capacity, and the zero denial mandate • On-demand E-Hail services have been offered as a supplement to ADA mandated services in other cities as a subsidized model

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