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National Capital Region Transportation Planning Board

National Capital Region Transportation Planning Board. Results from the TPB Independent Review of MetroAccess. Item 13 November 19, 2008. FY2008. 2006. Significant Improvements. On-time performance for pick-ups, missed trips and no-shows have improved. 2006: January to June

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National Capital Region Transportation Planning Board

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  1. National Capital Region Transportation Planning Board Results from the TPB Independent Review of MetroAccess Item 13 November 19, 2008

  2. FY2008 2006 Significant Improvements • On-time performance for pick-ups, missed trips and no-shows have improved 2006: January to June FY2008: July 1, 2007 to June 30, 2008

  3. Significant Improvements • Staffing levels have vastly improved Staffing Increases

  4. Significant Improvements • Customer complaintsare responded to more efficiently • Communication with customers has improved

  5. Significant Remaining Challenges • Staff turnover remains a concern Annual Staff Turnover Rates

  6. Significant Remaining Challenges • Early pick-ups and late drop-offs and excessively long trips are an issue • Spare vehicle ratio still below industry standard

  7. Significant Remaining Challenges • Eligibility determinations are taking too long • Contract Structure is unusual --“all eggs in one basket”

  8. Recommendations for WMATA • Work with MV Transportation to: • -Reduce employee turnover and retain quality and experienced staff • -Reduce early and late drop-offs and pick-ups and long ride-times

  9. Recommendations for WMATA -Fund capital plan to address spare vehicle ratio -Simplify the recertification process for individuals with “permanent” disabilities -Change future contract structure to engage multiple providers

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