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Collier County transportation disadvantaged system evaluation and enhancement study

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Title:
Collier County transportation disadvantaged system evaluation and enhancement study
Physical Description:
Book
Language:
English
Creator:
University of South Florida -- Center for Urban Transportation Research
Naples (Collier County) Metropolitan Planning Organization
Publisher:
Center for Urban Transportation Research
Place of Publication:
Tampa, Fla
Publication Date:

Subjects

Subjects / Keywords:
Local transit -- Florida -- Collier County   ( lcsh )
Paratransit services -- Florida -- Collier County   ( lcsh )
Older people -- Transportation -- Florida -- Collier County   ( lcsh )
People with disabilities -- Transportation -- Florida -- Collier County   ( lcsh )
Poor -- Transportation -- Florida -- Collier County   ( lcsh )

Notes

Statement of Responsibility:
prepared for the Naples (Collier County) Metropolitan Planning Organization by the Center for Urban Transportation Research, College of Engineering, University of South Florida.
General Note:
"July 16, 1994."

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University of South Florida Library
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University of South Florida
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All applicable rights reserved by the source institution and holding location.
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usfldc doi - C01-00254
usfldc handle - c1.254
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SFS0032343:00001


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. COLLIER COUNTY TRANSPORTATION DISADVANTAGED SYSTEM EVALUATION AND ENHANCEMENT STUDY Technical Memorandum No. 1: Commwrlty Transportation Coordinator Evaluation Prepared for the Naples (Collier County) Metropolitan Planning Organization by the Center for Urban Transportation Research College of Engineering University of So111h Florida CUTR July 16, 1994

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Naples (Collier County) Metropolitan Planning Organization 2800 North Horseshoe Drive Naples, Florida 33942 ) 643-8300 Project Manager: Diane Holling Center for Urban Transportation Research UniversitY of South F l orida 4202 E. Flower Avenue, ENB 118 Tampa, Florida 33620 (813) 974-3120 Director: Project Director: Project Manager: Project Staff: Reviewers: Gary L. Brosch Rosemary G. Mathlas R. Benjamin Gribbon Fredalyn Frasier Joseph Hagge Kathryn Col estock F. Ron Jones Beverly Ward

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Preface This is the first .of three technical memoranda produced l7y the Center for Urban Transportation Research (CUTR) for the Naples (Collier County) Metropolitan Planning Organization, as part of the Collier County Transportation Disadvantaged System Evaluation and Enhancement Study. Technical Memorandum No. 1 summarizes an evaluation of the commWlity transportation coordinator. Technical Memorandum No. 2 will summarize collected public input Technical Memorandum No. 3 will present a summary of an analysis of operations. A Final Report will summarize the entire project and suggest recommended actions.

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Aclmowledgments CUTR would like to express its appreciation to the following organizations and people who assisted in this project by providing valuable information or assistance: Naples (Collier County) Metropolitan Planning Organization Jeffory Perry MPO Coordinator Diane Holling, Project Manager Florida Department of Transportation Fran Theberge, Public Transportation Special ist Richard Shine, MPO Liaison Southwest Florida Regional Plauning Council Julia B. Davis, TD Planner Training and Educational Center for the Handicapped, Inc. John J. Lawson, Executive Director Laura P. A!taratz, Assistant Executive Director Nick Whitney, TD Program Manager Cheryl Whitney, Office Supervisor Greta Vincent, Accountant TECH Staff

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Table of Contents Introduction . . . . . . . . . . . . . . . . . . . . 1 Overview of the ere . . . . . . . . . . . . . . . . . . . 4 Competition . . . . . . . . . . . . . . . . . . . . . 6 CoordinatiOn . . . . . . . . . . . . . . . . . . . . . . 9 Cost Effectiveness and Efficiency . . . . . . . . . . . . . . 11 Quality and Training . . . . . . . . . . . . . . . . . . 15 Availability of Services . . . . . . . . . . . . . . . . . . 24 Funding ....................... ...................... 28 Accountability . . . . . . . . . . . . . . . . . . . 30 Peer Comparison . . . . . . . . . . . . . . . . . . . . 3 1 Conclusion s . . . . . . . . . . . . . . . . . . . 34 Endnotes . . . . . . . . . . . . . . . . . . . . . . 36

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futti:ldiiction In August 1990, the Collier County Transportation Disadvantaged Local Coordinating Board (LCB) recommended the Training and Educational Center for the Handicapped, Inc. (TECH) to the Naples (Collier County) M etro politan Planning Organization (MPO) to be the Community Transportation Coordinator (CTC) for Collier County. Following the recommendation of the MPO, the Florida Transportation Disadvantaged Conunission entered into a Memorandum of Agreement with TECH to provide services for th e ttaru;portation disadvantaged (TD) population. TECH has served as the transportation coordinator and provider since 1991. This transportation service is known as Community Transportation. Earlier this year, the MPO contracted with the Center for Urban Transportation Research (CUTR) to conduct a Collier .County Transportation Disadvantaged System Evaluation and Enhancement Study The primary goals of this study are to determine how well the current system meets the needs of the transportation disadvantaged public and to develop alteniatives to improve and enhance the system, while ide ntifying any opportunities that these enhancements might provide for the general, non TD public. The study was recommended following a Transit Feasibility Study conducted in 1993, during which it was suggested that enhancing the CTC might help to meet some of the potential need for public transportation. Tliis study includes four tasks. Task 1 is a general evaluati on of TECH as the CTC in Collier County. This task helped to familiarize CUTR staff with Community Transportation in Collier County, identified some of the important issues to be considered in subsequent tasks, and identified areas for improvement This technical memorandum summarizes Task 1. Task 2 is the gathering of public input regarding .Community Transportation, which will be sununarized in Technical Memorandum No. 2. Task 3 is a more detailed analysis of Community Transportation operations, which will be summarized in Technical Memorandum No. 3. A summary of the entire project and recommendations will be presented in a fmal report, to be prepared in Task 4. The Florida Transportation Disadvantaged Commission renamed the Commission fur the Transp<>r
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Evaluation Method In Task 1 of this study, cl.JTR conducted a general evaluation of TECH as Collier County's CTC, u sing the new Evailrotion .Workbook for Community Transportation Coordinators and Provlliers in Florida as the tool for cond ucting this evaluation. This evaluation model waS recently developed by CUTR for the F lorid a Commission for the Transportation Disadvantaged (CTD) as a standa.rd, but not yet required, evaluation tool. The model evaluates CTCs in the following areas: Competition; Coordination; Cost-effectiveness and efficiency; Quality of service (including vehicles and safety) ; Training ; Availability of service; Funding and accountability (including administrative procedures); and C omparison of the CTC to peers. The evaluation model empioys numerous qualitative and quantitative measures to evaluate the success of the CTC from one year to the next. It is flexible and designed to identify areas in which a CTC can improve. The model does not hold the CTC to fixed standards and is not yet required, but does reflect the priorities of the Commission for the Transportation Disadvantaged. It sh_ould be noted that, as a new instrument, the Evaluation Workbook was not previously available to TECH or incorporated into its defined evaluation criteria. This evaluation was undertaken by CUTR. in addition to the annual CTC evaluation conducted by the LCB Evaluat ion Committee, which was based on criteria and priorities established during tlle previous year. The model may, however, be applied by the LCB in future years. The evahtation is based on data reported using existing documents, such as the Statewide Operations Report and data collected by CUTR duri.og an on-site visit to TECH, April 11th to 15th. The evaluation focuses on the 1993-94 ftscal year (July 1, 1993 to June 30, 1994). The previous fiscal year (FY 1993) is used for comparison. Collier County TD Study Tech Memo No. 1: CTC Evaluolion 2 July, 1994 CenJer for Urlxm Transportation Rtstt,.,:h

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. Because the evaluation was conducted during the fourth quarter of the fiscal year, the evaluatiop relies on, and includes: ,.. Year -to-date (YTD) data from July I, 1993 to March 31, 1994 (YTD 1994); . ,.. Projections for the total f'ISCal year (Projected FY 1994); and ,.. Preliminary fiScal year data (FY 1994) where available This technical memorandum presents general ft.ndings, suggests aneas for improvement and identifies areas meriting additional research. The remainder of the report is organized into sections that match tbe areas evaluated. Each section summarizes tbe major findings, followed by concise recommendations. Recommendations include action items to be undertak en by CUTR in future tasks of Ibis project. Supporting data and source information are shown as numbered endnotes at the back of this document. Collier County TD Study Tech Memo No l: CTC evaluation 3 July. 1994 for Urban Traruportaticm Research

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Overview o f the CTC This overview provides a general context for the evaluation summary presented in the following sections. The CTC in Collier County is the Training and Educational Center for the Handicapped Inc. (TECH}. Transportation service is provided by "Community Transportation, a division of TECH. TECH's executive director is John J. Lawson, who served as the primary contact for this evaluation. TECH has been the CTC since December 1990. Several important characteristics describi n g Community Transportation are outlined below. TECH serves all of Collier County, providing some out-of-<.:Ounty service for certain clients. Collier County is large, consisting of 2,026 square miles, and primarily rural, having relatively low popula t ion densi ties throughout much of the coimty. This large service area with low population densities can make efficient transportation service difficul t to provide, except in parts of the Naples urbanized area.t TECH is a private nonprofit organization, and provid e s all transportation serv i ces directly. TECH registers clients, accepts reservations, and del ivers each trip, with no transportation contractors. Community Transportation i s growing rapidly. TECH provided 79,224 passenger trips in FY 1 993, and has provided more than 1 37,000 passenger trips in FY 1994.' This growth (nearly 75 percent) has had a clear impact on the CTC, as identified later in this document. "The Collier County total area including water is s .lighll y larger (2305 square miles) Supporting area and population figures are shown in Endnotes at the back of this documenL Collie r County TD Study Tech Memo No. I: CTC Evalua t ion 4 July, 1 994 CenJer for Uroan Transportation Research

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TECH operates demand responsive paratransit service throughout the county. In addition, TECH runs a modified f!Xi!d"rotite transportation service open to the general public in the city of Immokalee; designed initially as a service for a specific locati on, the ftxed-route service is now funded primarily by Section 18 and Mecticaid fu.tuling. This service and the feasibility of similar services elsewhere in Collier County will be examined in Task 3 of the study. Service was created to serve the relocated Marion Feathers Medical Center. The Center identifies trips eligible for Medicaid Collier County TD Scudy T ech Memo No. I : CTC Evaluation 5 July, 1994 Center for Urbmr Transportation Research

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Competition The Commission for the Transportation Disadvantaged allows CTCs to broker all transporta tion, to contract out some of the transportation or to provid e all of the coordinated trips. Although the Commission does not require the involvement of private for-profit operators in the delivery of service, it does encourage the use of competition where it can help reduce costs and improve service quality. Transportation Provided in O:lllier County TECH provides all coordinate d TD passenger trips in Collier County and has no transportation operators under contract: There are at least 60 other organizations in Collier County that provide transportation . to the general public or to persons who are transportation disadvantaged. Included are 46 for-hire operators and 14 public and private social service organizations that provide transportation to clients. TECH, therefore, has a aumber of organizations that could be considered as potential contract operators, although only a handful may b e appropriate. 3 Agencies tha t provide transportation to their own TD clients also may be considered for potential coordination contracts, as discussed in the following section on Coordination. Potential for Suooontracting TECH issued a national request for proposals (RPP) for tr ansport ation providers in early 1991 before full service commenced. Ultimately, none ofthe respondents were satisfactory and the LCB conclud ed that TECH should serve both as CTC and provider in Collier County. TECH provides all Medicaid trips with one exception. The Agency for Health Care Administration (AHCA) contraciS dire<:Oy wiO> Maxiraxi/Handieab for all Medicaid Slteleher transportation: TBCH has agceed to this arca.ngcment by memo. Collie< County TO Study Tech Memo No. I : CTC Evaluation 6 July, 1994 Cmur for Urban Transportation Research

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TECH also bas negotiate!( with specific private for-profit operators o n several occasions, without arriving a t mutually acceptable terms. A contract was signed with Wheeled Transport in 1992, but the firm ceased operations immed iately after the contract was signed. I n February 1994, TECH attempted to ne gotiate with Maxitaxi/Handi cab to enter into a coordinat ion agreement for M ed ica id stretche r service. The effort was not successful; paperwork required to meet Rule 14 -90 safety requirements was cited as a key reason by the ere Florida Department of Transportation (FDOT) and Federal Transit Administration (FT A) gra'nt application procedures required private sector involvement. Pursuant to these requirements, TECH annually notifies all private for-profit operato rs regarding its Section 18 grant application. TECH requests each operator to indica te by letter that theiy are, in this case, not interested in providing service under Sec tio n 18. Thus, some minimal level of communication is maintained between TECH and the private operators. TECH has indicated that contracting out services bas not yet bee n necessary as TECH has been able to expand capacity as needed, up to the limits of funding. Recent negotiations (with Maxitaxi) suggest that TECH would need to identi fy a specific portion of service to contract out, such as a particular area or type of client. TECH believes that the tourist and seasonal (winter) popul ation of Naples creates a high profit-margin for the for-profit operators that would be difficult to achieve for TD transportation since currently low rates would need to accommodate not only the cost of coordinating each trip and the operator's cost, but also the operator's profit. TECH also speculates that private for-profit interest in TD transportation may be limited to the summe( season when there is excess vehicle capacity The private for profit industry has indicated that safety and training standards imposed by TECH are prohibitive. These safety standards are examined in more detail under Quality and Training. The referenced requirements for grant application may change. CoUier County TO Study Tecll Memo No I: CTC Eva!Wition 7 July, 1994 Cmtu for Urlxm Ttansportation Rtsearch

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TECH does competitively conifal:t out latge vehicle maintenance projects, and vehicle and sign painting. Recommendations TECH should continue to look for services that could be contracted out, but should do so only if feasible i n terms of favotable cost and quality or as necessary to ensure availability of service. LCB and TECH should identify potential barriers to th e use of contract operators and determine whether any changes in policy are necessary. CUTR will solicit the perspective of the for-profit industry regarding Community Transportation in Task 2 o f this smdy. Collier County TD Study Tech Memo No. 1: CTC Evaluation 8 July, 1994 Center for Urban TransportaJion Research

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Coordination Florida Statute defines coordination as follows: "Coordination means the arrangement for the provision o f transportation service to the transportation disadvantaged in a manner that is cost-effective, efficient, and reduces fragmentation and dup lication of services."' The statute further cb;u:ges tbe ere with ensuring that coordinated transportation services are provided to the TD population in a designated service area Several means are available to coordinate service, including purchase of service (POS) contracts coordination contracts, and bwkerages with operator subcontracts. The involveme nt of the LCB, the Designated Official Planning Agency (DOPA), and conunuoication among organizations and users also are important elements in coordination, as aremany elements of daily CTC operations. The role of TECH with regard to coordination in Collier County is outlined below. TECH had 20 POS contracts in addition to its TD and Section 18 service. There are some services provided via purchase order or letter of autborization.5 Except for stretcher service, the Agency for Health Care Administration (AHCA) ptm:hases all Medicaid transportation service from TECH. TECH has no coordinatio n c ontracts with organizations that provide their own transportation 'to some of their cfients who may be transportatic)n disadvantaged. At this time neith er TECH nor the agencies that provide their own transportation perceive o-ufficicnt incentives to enter into coordination contracts. TECH would, however, benefit from including the additional service and vehicle statistics among the total reported coordinated trips. Service coordination and public information seem to be well-coordina!ed through TECH's communication efforts. TECH distributes brochures to 18 locations, speaks at different centers about Community Transportation, and surveys 52 'Chapter 4Z7 Part!, I'.S. [427.011(11)). Collier County TD Study Tech Memo No. I: CTC Evaluation 9 July, 1994 CAnltr for Urban Transport
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organizations quartedy about service and information needs. These brochures are not always kept in stock at tht!it distribution points, however .6 The service that TECH d oes provide is in many ways well-coordinated, in part bec a u se the CTC is a so l epro vider. A single telephone n umber for Community Transportation directs calls as needed via a menu. Each coordinated trip can be easily scheduled monitored, and reconciled . Transportation as a whole for the TD population in Collier County, however, is somewhat fragmented, This is due in part to the absence of coordination c o ntracts with other agencies. S ome aspects of service prov i ded by TECH also are l imited in terms o f coordination because of the number of POS contract organizations that sponsor program trips. Because agencies arrange transportation on behalf of clients there is no direct communication between the passenger and TECH, except for TD and Section 18 trips booked by the passenger. R ecommendati o n s TEC H should establish a process to ensure that are always available at appropriate distribution points. The LCB and TECH should identify barriers to establishing coordination contracts a nd determine what action may be taken to reduce such barriers, in order to enter into coordination agreements: I nput from passengers a nd a gencies, those that purch a s e s erv ice and those t ha t provide their own, will be solicited by CUTR during Tas k 2. TECH also surveys users, about 10 pcrocnt, sc:mi-a.unumlly. Collier County TD Study Tech Memo No. I: C'I'C Bvaluation 10 July, 1994 Ccn1er for Urban Trrulsport(llion Research \

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Cost Effectiveness and Efficie n cy This section of the evaluation addresses the effectiveness and efficiency of CoiJUnunity Transportation by comparing finances and operations. The objectives of the examination were twofold. First, to identify general trends during FY 1993 and P Y 1994 by examining specific measures and, second, to identify areas to target for ensuring continued system efficiency. Baseline data that can be used for future evaluations also will be established Other impo. rtant service characteristics will be examined in other sections of this document. This analysis relies heavily on comparing service statistics and fmancial flgllres for FY 1993 and FY 1994. 'Ibe figures for FY 1994 are preliminary totals. 1 Several significant trends were observed between PY 1993 and FY 1994 data. These observations are discussed below. Overall TECH has experienced a significant increase in the number of passenger trips provided. In FY 1994, TECH su. rpassed the number of trips it provided in . FY 1993 by approximately 73 percent. This point is illustrated in the following table. TECH Service Statistics FY 1993 FY 1994 Change Passenger Trips 79,244 137,115 +73% Vehicle Miles 665 037 798,37 5 +20% Revenue Mi les 430.267 525.241 +22% Deadhead Mile s 234,770 273,134 +16% Number of Vehicle s 17 27 +59% Operating Expenses $776,488 906,391 +17% The FY 1994 trip volume is primaril y artributable to TD trips (35,389), the new Immokalee bus route ( 30,887), Medicaid (22, 730}, and Tri-County Senior Services (20,491). This is shown in the table below. Collier County TD Study Tech Memo No. t: CTC Evaluation II July, 1994 Ctnltr for Urban Transportation Resarch

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Program Revenue Passenger Miles Trips Girls, Inc. 3,781 4,804 Immokalee Bus Route 19,992 30,887 Medicaid 203 644 22,773 Collier County Parks & Recreation 1,028 3,782 Parents as Teachers 739 2,053 Strive Education, Job Club 20, 560 5,617 Strive to Work 90,862 20,491 Tri-County Senior Services 29,060 9,549 Transportation Disadvantaged 146 ,17 1 35,389 OTHER & Unassigned 9,304 1 770 The Immokalee bus route accounted for approximately 22 percent of all passenger trips, b ut only four percent of revenue miles, greatly contributing to improved system efficiency overall .. Calculations of passengers per revenue mile without the Inunokalee route included, however, stil.l reveals some increase in efficiency. Interestingly, a close examination of quarterly data revealed a slight decrease in vehicle miles. During the third quarter of FY 1994, more trips were made with fewer total vehicle miles and fewer deadliead miles. These results suggest both improved vehicle utilization and l)lileage utilization. This observation, considered with the steady increase m passenger; trips delivered, indicates increase d efficiency in the system. Two known factors contributed to the improved efficiency in mileage: both the pool of potential riders (registrants) and the resulting number of trips requested increased, which equates to more clients available on a given route. The third quarter decrease in vehicle miles also may be attributed to the fact that during the previous quarter TECH experienced a shortage of drivers and as a result scheduling became a critical operational concern. The tighter scheduling and the associated administrative changes because of fewer drivers may have been the Collier County TD Study Tecb. Meino No. 1: CTC Evaluation 12 July, 1994 Center for Urbtul TranspOrtaJion Research

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major contributors to the unexpected by-product of decreased vehicle and deadhead miles. Only one quarter actually showed a decrease in vehicle miles with an increase in revenue miles -such a decrease indicates that greater scheduling efficiencies are possible. The large increase in passenger trips was accompanied by an increase in operating expense of $129,903, only a 17% increase. Other aress that indicate improved cost -effectiveness and efficiency include: operating cost per passenger trip and operating cost per vehicle mile. measures (based on preliminary figures for 1994) are swiunanzed in the following table.9 TECH Cost Performance FY 1993 FY 1994 Change Operating Cost/Passenger Trip $9 80 $6.6 1 -33% Operating Cost/ Vehicle Mi l e $1. 17 $1.14 -3% Passenger TripsNehicle Mi l e 0.12 0.17 +42% Admin. Cost %of To t al Expense 10.7% 13.2% -23% TECH has experienced a significant decrease in its cost per passenger trip. Again, TECH's significant growth in ridership with a limited increase in funding is the primary factor associated with this improved costeffectiveness . 'The operating cost per vehicle mile is slightly lower in FY 1994 as wen: Generally, a decreasing value for this measure suggests tha t overall costefficiency is improving. This decrease, in part, is the result of fixed costs being spread over more vehicle miles. This period also experienced decrease in on4time performance, which is addressed later in this documen t under QuaHI)I and Trainillg. Cost per revenue mile also decreased sligbtly. Collier County TD Study Tech Memo No. I : CTC Evaluation 13 July, 1994 Center for Urban TransportaJiJJn Research

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In 19. 94, TECH provided more passenger trips per vehicle mile. This indicates increased service effectiveness providing more service (trips) per unit of effort (vehicle miles). Total expenses have decreased in several areas from FY 1993 to FY 1994 including: benefits, contractual services repairs to vans and equipment leases. Total expenses have increased in most areas including: salar i es, travel supplies, insurance, occupancy administrative a n d other expenses. As TECH has grown its administrative costs have increased. Administrative costs were approximately nine percent in F Y 1993 The FY 1994 figure of 13 percent is a significant increase over FY 1993 Flucmations and sometimes increases, in the proportion of administra t ive costs can be expected as an organization grows and are appropriate if they cause the total expense per trip to decrease 10 One way of measuring changes in costs is to examine each cost ite m in terms of unit of output. The cost per trip has decreased or remained abou t the same for all expense line items, except for several minor administrative expenses: an insurance package for the bu il ding and inventory, administrative travel, ren t communication, and administrative contractua l services (including cleaning for the new building and compu ter programming). Most of these costs can be attributed to a new building Community Transportation occupied in FY 1994. Recommendations Based on successes in decreased deadhead mi l es, TECH should look for ways to improve scheduling effic i e n c i es, while maintaining service quality. TECH should continue to m o nitor and control administrative costs closely to ensure that they are offset by resulting improved efficiencies and quality TECH should look for locations where the succe s s of the Immokalee bus route may be replicated. CUTR will assist with this effort in Task 3 of the study. Collier County TD Study Tech Memo No. 1: CTC Evaluation 14 July 1994 Center for Urban Transportation Research

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Quality and Trainin g A goal of any CI'C should be to ensure the provision of quality servi ce. This goal sho uld be supp orted by several specific objectives: I. Enco urage courteous customer relations and passenger comfort; 2. Provide service that minim'izes customer travel and wait times; and 3. Provide safe and reliable service. 11 In Task 1 of this study, CUTR examined seven specifk aspects of quality and training: .. On-tim e performance; .. Complaints and grievances; .. Vehicl e mainrenance and comfort; .. Publ ic information and communication; .. Training; .. Safety and risk management; and .. Quality management and improvement. Key findings are outlined below. OnTim e P erformance On-time performance is a function o f the scheduled pick-up time, pick-up window driver arrival time, dwell time, the acrual boarding time, actual drop-off time, and appointment . time. It also is a function of scheduling, communication, the environm ent and other factors These terms are defined as follows. The scheduled pick-up time is the precise time that the transporta tion provider expects to pick up Ule passenger The pick up window estab l ishes the number of minutes before or after the scheduled pick -up t .ime during w hich the passenger should expect to be picked up. The driver arrival time is Ule time Ulat the vehicle arrives o n location to pick up the passenger The dwell time is Ule length of time the driver will wait for the p assenger to appear during the pick-up wind ow. The actual boardin g time is the time the passenger boarded the vehicle The acrual drop off Collier Cooney TO Study Tech Me ino No. 1 : CTC Bvaluatioa 15 July 1994 Ctrutr /or U rban Transparuulan Rui!YJI'Ch .

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time is the time the passenger ai the destination The appointrneot time is the time at which the passenger needed to be at bislber destinatio n TECH has a defmed pick up window of 20 min utes before and 20 minutes after the scheduled pick-up times. The pickup window is necessary -in order to ensure that passengers and the transportati on provider have the same expectation regarding the actual pick up time, which may vary from the more precise schedukd pick-up time. A pick-up window is also a prerequisite for measuring on time performance. TECH does not monitor on time performance on a regular basis. While there is no industry wide formu la for determining "on time" performance, tbe process should consider the actual appointrneot time. TECH considers the appointrnent time only in delemlining if trips are on time, but does not consider the actual pick up time. Based on appointrnent times only, TECH's on-time performance for March 1994 was approximately 68 percent, which is v e ry On-time performam; e has decreased as ridership has grown over time In FY 1992 average on-time perfonnance was 74 percent; and in FY 1993 it averaged 72 percent."" The low ontime performance seen in Maroh 1994 corresponds to a ,shortage of drivers and improved efficiency, discussed in this document under Cost Effectiveness and Efficiency. The high volume of trips and successes in efficien cy and cost-effect iveness seem to have been partly at the expense of on-' See lhe-Ewlluatlon Workbook for Commun/Jy Transportation Coordinators aiUI Providers In Florida for additional information on mea5l.aring on-time performance .. A reeom.mended me&hod. of measuring on-time performance is provided in tbe Ewll.tztion WO/'tbroQt. There also is no emblislled standard for travel times (trip len&lbs). Trip lengths are DO( analyt.ed wilhin lhe scope of Ibis evaluation Based on aoalysi.l or 3,882 prcscheduled trips provided during Marcb 1994 ... These figures. based on appointment times onl y, arc based on the busiest month in c:aeh fiscal year (June 1992, June 1993, nnd March 1994). Usually months wllh fewer trips should have the same or better on-tirne performance. Collier County TD Study Tech Memo No. I: CTC Evaluation 16 July, 1994 Ctlller for Urban 'ITtmspartation Rtstllfth

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time performance. This is common when resources and capacity are strained to accommodate more passeligets .On the same or fewer routes and vehicles. Complaints, discussed below, indicate tbat passengers also see timeliness as a significant problem. TECH's policy regarding scheduling and on time goals (i.e. to meet tbe appointmellt time) may need to be better communicated to passengers. Complaints and Grievances The process for handling and tracking complaints and grievances has been revised recently to meet Commission and Evaluation Workbook guidelines. An evaluation of the proce ss reveals that the revised proces s is excellent. The number of complaints can be to increase in the short term, however, as the system gets better at recording and tracking them. Abou t 25 percent of co mplaints are r esolved at the time they are placed, the remainder are resolved shortly thereafter. Most complaints are from users and drives. The largest complaint categories are timeliness, passenger behavior, and driver behavior. The high quality of training and driver standards, however, suggests tbat these complaints may be isolated incidents, rather than patterns. The nwnber of complaints about passenger behavior, generally from drivers, suggests a need for better communication to both drivers and passengers regarding passengers' rights and responsibilities (i.e. what passengers can expect and what is expected of passengers). During FY 1994 there were no grie vances.' A common measure of complaints, complaints per 1000 trips, is quite low for TECH (0.3 in YTD 1994, and 0.2 in FY 19 93). No changes are required related to complaints, other than targetin g on-time performance and communicating rights 'and .responsibilities. Since July 1992, only one complaint could have been classified as a grievance (May 1993). This complaint, related to cancelling appointments for late trips, was discussed by the grievance committee and resolved by establishing new proc:edurc:s. The complaint, brought first to the attention of planning s taff and the LCB, wenr directly to the grievance committee. Collier County TD Study Tech Memo No. I: CTC Evaluation 17 July 1994 Center for Urban Transportation Research

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Vehicle Maintenance an d Comfort Although some of the fleet is aging, the vehicles are in good repair and are frequently cleaned. Only one vehicle does not have air conditioning, and all vehicles have sa(ety equip ment. St'andard operating procedures include a good pre-trip inspection of the vehicle and its equipment. One way to measure the effectiveness of the preventive mainlenance program is by examining the average number of m .iles traveled between roadcalls. In FY 1994, TECH achieved 26,612 vehicle miles between roadcalls compared to 24,631 vehicle miles between roadcalls in the previous year (FY 1993). This is consi stent with the additio n of a mechanic in May 199 3. Th i s improvement was limited by defects in new vehicles, acquired in 1993 w hi ch frequently required road calls. Discounting these roadcalls U1at were not attributabl e to TECH's maintenance program yields 42,020 miles between roadcalls in FY 1994, showing great improvement. An inventory o f the current fleet is shown under Endnotes. 12 Publi c Inf o r mation and Communica tion TECH frequently makes presentations about the service, has standard information distribution sites that continue to grow in number, and communicates with passengers via direa mailing. Each quarter, TECH surveys passengers and/or organizations whose clients use Community TransportatiOJi. Through the Section 18 funding proces s, TECH communicates with for-profit operators at least once a y ear Other than ensuring the passengers' fights and responsibilities are made clear, no specific improvements in communication are needed. Communication should remain a high priority. No installed in school bus. The new vehicle., l11d derect s related t o alternators 3nd wheelchair lifts that c ould not immediately be replaced or repaired by starr. Collie:t County TD Study Tech Memo No. 1: CTC EvalUAtion 18 July, 1994 Ctnrer for Urban Transportation Rest4rdt

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Some communication ef!otts are d ocume nted; however, a specific public information process could be established to maintain communication, to gauge the interest of private-for-profit operators in participating, to inform social service agencies, and to explain coordination contracts. Training TECH has an excellent driver training program. All drivers are required to hold a Commercial Driver's License (CDL). In addition, they are required to meet a substantial background check, including fmgerprinting, a local records check, a Health and Rehabilitative Services (HRS) background check, an affidavit of good moral character and a DAC report. This prerequisite also exceeds FAC 14 90 requirements. The training program in effect during most of FY 1994 provided vehicle operators w ith 26 hours of initial training, including orientation, wheelchair management observation, driving under supervision; emergency and accident proced ures, passenger relations, radio usage, map reading, vehicle operation, fiiSt aid, CPR, and the Special Transit and Rural Transit Driver Training Program (STARTS). As of early summer 1994, all drivers also receive 16 hours of additional defensive driving, passenger assistance techniques, and sensitivity training. In addition, drivers receive post-accident training and in-service evaluati ons. Managers o f Conununity Transportation able to attend rel evant conferences and workshops, inc lud ing the national Community Transportation Association of America (CTAA) conference. In addition, all other Community Transit staff generally receive training and/or additional training when appropriate training is av.ailable. Collier County TD Study Tech Memo No. 1: CTC Evaluation 19 July, 1994 Center for UriJan TronspQrt(Jlion Research

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Safety and Risk Management The accident report forms, process, and review have_ been recently improved; the current practice is excellent. The results are impressive, as TECH has averaged approximately one accident per 100 ,000 vehicle miles for the past two years. Other CTCs have achieved similar results, but the specific measurement depends highly on how accidents are countecl (e g some transportation providers count only accidents over a certain dollar amount in damage). According to policy, any type of accident is countecl as such. TECH recently added defensive driving and passenger assistance technique s for operators, further improving the safety program TECH maintains liability insurance of $1 million per person, and $2 million per occurrence. In addition, TECH, Inc. has a $3 Icillion general liability wnbrella This coverage greatly exceeds th. e minimwn coverage required for CTCs by the Florida Commission for the Transportation Disadvantaged, but is recommended. TECH has a written System Safety Program Plan (SSPP) that meets and exceeds tlie requirements of the Florida Administrative Code (FA C) Chapte r 14 -90 The training requirements of PAC 14-90, for example, could be met with a less comprehensive training program. TECH also conducts a substantial background check on new drivers that is more stringent tha n PAC 1 4 -90 requires. PAC 14-90 allows separate safety standa rds to be established for private contract bus systems (operato rs), provided they m'eet the. minimum PAC 14-90 requirements. There are areas that, for organizations under contract, could be set to the minimums, yet still mee t legal standards:" For example private operators This includes coverage. for vehicle aecidents. Rule 412.006 (ll. 1 194) requires minimum liability of $100,000 per person and $200,000 per incident, which are comparable to 768.28(5), Florida Srat111es, limits for all transponation service purchased or provided for lhe ttansponation disadvantaged lllrough the ere. Specific purchase of service contracts may, Jiowever, pass through requirements more stringent than I'AC Chapter 1 4-90 . Collier County TD Study Tech Memo No. 1: CTC Evalll2t ion 20 July, 1994 Center for Urban Transportation Research

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may not need CDLs for their vehicles. Th e high standards used by TECH, however, are appropriate and should be encouraged. Quality Management and Improvement TECH has an informal quality improvement program that includes frequ ently implementing system improvements and looking for new ways to improve its operarions. Thus, all employees are in some way affected by quality improvement. All employees are trained in areas that can enhance performance in their areas of responsibility. 'IECH has a computerized management information system (MIS) that collects and reports appropriate information for monitoring service. This system could benefit from additional special reports and calculated performance measures as indicated throughout this document and in the section on Accountability Many improvements to date have been in areas such as training and maintenance, which are not directly obvious to the passenger. During FY 1994 TECH did not bave any specific plans in place for improvement, but C!>ntinued to make improvements as they were identified through the annual evaluation prepared by the LCB, user surveys, management creativity, and other input. These improvements are then written into appropriate documents. As long as improvements continue to be generated system-wide, no more formal qua l ity improvement "program" is necessary, except as noted herein.' TECH does not have specific minimum performance standards, and could benefit from additional performance measures, in order to monitor success. Reports and minimum expectations can be established for measures such as: percentage of trips completed on time, missed trips, revenue miles related to vehicle miles, The resulting standards and practices are generally documented. The informal improvement process is not documented per se, allhough d1e MO.A Service Plan includes goals and objectives. More formal plans may be eslllblishcd for FY 1995. Collier County TD Study Tech Memo No 1: CTC Evaluation 21 July, 1994 for Urban Transportation Research

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passenger trips per mile, cost per mile, cost trip, average call bold and processing time, trip lengths, and many o thers! Recommendation s On time performance should b e monitored via regular reports, in terms of scheduled vs actual pick-up times, and in terms of appointment vs. actual drop off time. A standard for on-time perfonna nce should be developed and set as a goal. Ini tially, tbe standard for appoinunent times shoul d be high, but reasonably achiev able, s u ch as 85 percent. As ontime perfol1ll ance improves, a s tandard also should be se t for pick up tim es. Due to lowdensities and long travel distances, it can be expecte d tbat high on time perfonn ance with reasonable trip lengths may not be achievable without additional cost Some improvement may be realiz.ed through improved scheduling effic j encies, however This possibility will be examined in Task 3 of this study. The pic k up window should be better commuuicate d to passenger s once TEC H is better able t o ens ure pick ups within that window (i.e improved on-t ime performan ce). The specific complaints in each category s hou l d continue to be examined for trends that can be targeted for improvement. TECH should ensure tbat the rights and responsibilities of pass engers are well communi cated to drivers passe ngers, and those tha t arrang e transp orta ti on for pass engers. TECH, while continuing to improve sy s tem-wi de should focus particula r attention on improvements visible to passengers such as communication and on time performance. Good communication should remain an important goal. The Florida FivtYtar TD P lan aod lfle !:.valuation Workbook discuss a number of performance measures. Many other resources of performance monitorin;a arc also available. Collier County TD Sludy Ted! Memo No. 1 : CTC Evaluation 22 July, 1994 Center for Urbart Transportation Research

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TECH should consider establishing a documented public information process iu coordina tion with the LCB, that targets passengers, transportation operat o rs, and social service age ncies The view s of passeng ers, organization s, and transpo rtation provide rs reg arding communi cation will b e collected through Taslc 2 of this study. TECH s current safety and training programs s h ould be continued. TECH's safety standards should be further analyzed to provide the LCB with sufficient information to determine what standards if any. might be relaxed to encoura ge coordi nation and transport ation opera tor contracts (as need ed). At the sani e time, however, the use of TECH's high safety standard s should be encouraged Quality management should be improved by creating additional special reports and performance measures as indicated throughout this technical Specific performance standards (minimum threshol ds) and objectives should be established for a variety of perform ance measures in order to moni tor success, especially those s uggested within this memorandum and those measures alread y used by TECH Collier Coun1y TD Sludy Tech Memo No. 1 : CTC Bvalualion 23 July, 1994 Ctllltr for Urban TrtmsportaJ/on Rtst4reh

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Availability of Servictl The maximization of service to the transpor:tation disadvantaged population is a major goal for a CTC. This goal can be supported by several objectives: 1. Provide services to meet the demand for sponsored trips; 2. Provide services to meet the demand for non-sponsored trips; and 3. Improve passenger awareness of TD transportation services. 13 The overall availability of the service provided represents an important component of this evaluation; it also is one of the most challenging system elements to measure. This section of the evaluation uses several key measures recommended in the EvaluaJion to examine the availability of TD transportation in Collier County. The . measures address the following four service availability components: .. Demand met for program and general trips; .. Percentage of requests met; .. Hours of operation; a n d .. Ability to make reservations. An important component in measuring the availability of service is the estimated demand for service to wliich the number of trips actually provided is compared. The total trip demand is considered to be the sum of demand for program trips (trips needed in order to participate in gpecific program) and general trips (all other trips needed by the TD population) There are many accepted means of calculating demand for TD transportation. Any agreed upon method may be used for year to-yea r trend compadsons CUTR has developed a method for estimating demand recommended for use with Florida TD transportation: A more detailed analysis of demand and service available in specific areas will be conducted by CUTR in Task 3 to identify appropriate srrategies for serviceenhancement and expansion. An abbfCVlared calculation of general demand is provided for an counties in the SOR. a more detailed methodology is recoinrnen.(;fcd in MtlluJdology Guidelines for Forecasting 1D Transponation Demand at the CounJy Ltvel. CUTR bas used the more detailed med>ods. Collier County TD Study Teclt Memo No. 1: CTC Evaluation 24 July, 1994 Center for Urban Transportation Research

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The TO trip demand in Colliet Coiiiliy for FY 1993 a n d FY 1994 is estimated, by CUTR to have been 202,881 and 260,090 respective l y On the supply side, provided 79 244 trips in FY 1993 and 137, 115 in FY 1994.14 The trip data were computed to estimate the pe rc entage of trip dema nd met for each of the two periods In FY 1993, the estimated demand met was 31 percent and the YTO 1994 demand met was estimated at 5 3 percent. This increase indicates that TECH's increased vol ume of service is meeting a larger portion of the demand for TO services The number of trip s provided by. TECH increas e d by 73 percent between FY 1993 and F Y 1994 . Seasonal variations in demand indicate that it would be helpful to distinguish S'!ffimer programs from 12month programs for the purpose of increasing the usefulness o f reports in service planning and analyzing demand. From FY 199 3 to FY 1 994, TECH experienced a 26 perce nt increase in the amount o f trips denied. T his indicates improved tracking It also can indicate system shortcomings, such as insufficient communication with the public rega r ding what trips are eligible or wha t services are provided, or more typically, increased awareness of tbe existence of service and subsequent requests fo r service relative to Bmited funding In both years, however TECH provided 99 p e rcent Of the tripS r equested I S TEC H currently uses a s elf-certification process for all TO The registration process is relati9ely simple and there is generally little delay (two or three days) between the time an application is submitted and the time a user receives hisfher ident ifi cation card through th e mail. (Medicaid cli e nts are verified at the time of their call through a computer terminal linke d with the regional Medi c aid office.) 'Trips Requested is !he sum of provided and denied trips, as reported by TECH. Additional information Olllrip denials is provided Ul)der Endnol es. Collier County TD Study Tech Memo No. 1: CTC Evaluation 25 July 1994 Center for Urban Transportation Research

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The level of convenience associated with access to the system is quite high. TECH has a reservation system that is clearly defmed and organized, and is very responsive to its clients. Currently, the total number of registered users (active and nonactive) is not determined or monitored, even on an annual basis. The collection of such information would prove helpful in estimating yearly changes in TD registrant population, which is an indication of the number of people in the population the service is reaching. This information would be helpful primarily for the purpose of reporting and future evaluation of service availability. TECH's promotional and out-reach efforts are considerable. Information regarding TD services is distributed throughout the community. Applications are distributed in local libraries, vocational training facilities, and on the T ECH vehicles. Maintaining a high profile and level of communication with the client base will become increas\Dgly important as the ridership continues to increase.1 6 Additional TD Trust Fund monies are being made available (discussed under Funding in the next section). Considering TECH's rapid growth, service availability components (such as days and hours of service, passenger information and marketing, telephone access, and, of course, increased provision of general trips) might benefit from the new TD dollars. Recommendations TECH should closely monitor the relationship between trips provided and trips denied as part of an availability service measure. If staff would find it helpful for service planning and demand analysis, TECH should better distinguish summer programs from 12-month programs in reports. A simple system for tracking the total number of new registrants added each fiscal year should be implemented. Collier Counl)' TD Study Tech Memo No. I: CfC Evaluation 26 July, 1994 Center for Urban Transportation Research

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TECH should seetc to achieve a high profile in its level of communication to the public. Aspects of service availability such as trip volume, hours and days of service and tel ephon e access should be considered as areas that could benefit from additional funding Collier County TO Study Tech Memo No. I: CTC Evaluation 27 luly, 1994 Center for Urban Transpona.tion Retearch

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Funding The amount of serv ice available is a function of cost effectiveness and of the funding available. Ea ch CTC is charged with significant responsibility for coordinating TD trips and in administering funds properly. The coordinator must use public funding wisely and be accountable for its actions The CTC needs to eliSUre. the efficient use of available funding to support the program and ensure program accountability. TECH's funding is outlined briefly below. Between FY 1993 and FY 1994 funding increased from several sources: farebox, transit fuel tax refund, Tri-County Se ni or Services other private contributors and sponsors, the TD Trust Fund and Medicaid. Total revenues decreased, how ever, because TECH did not receive as much funding in FY 1994 in DOT equipment grants, donated equipment, or interest income. Measured as a percentage of operating eJqJense, farebox revenue increased slightly to approximately five percent. Local re venu e as a percentage of operating expense, r emains approximately 23 petcent, approximating the percentage of operating expenses covered by local revenue Local revenue as a percentage of total reve n ue also remains about 23 pe,reent. t? Capital grants aside, funding for transportation increased from FY 1993 to FY 1994, but sigruficantly less than the proportionate increase in ridership. This was possible primarily due to increased efficiencies (discussed under Cost Effectiveness and Efficiency), however, total expenses were slightly higher than planned, though this was anticipated. Expenses exceeded revenues by $17,042.87. Expenses included approximately $35,000 in depreciating that will be reduced to balance the budgeL PJans at the beginning of the fiscal year anticipated this possibility. Collier County TD Study Tech Memo No.l: CTC Evaluation 28 July, t994 Center for Urban Transportation Research

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TECH has been.successful in identifying and procuring new sources of funding, primarily through new purchase of service (POS) contracts. TECH's rate structure is unusually equitable Sponsors are a charged a per mile rate, and the fee for each mile is split among the passengers sharing that vehicle at that time. This billing process is complex; however, multi-loading and increased efficiency results in significant cost savings for sponsors where multiloading occurs. Funding from the TD Trus t Fund will increase from approximately $160,000 in FY 1994 to $351,108 in FY 1995, due in large part to the addition of $150,621 from a $1 increase on license tag fees. ta With the additional TD Trust Fund monies, it is necessary for TECH to develop new strategies to address the allocation of these funds in Collier County, in conjunction with the LCB and MPO. Alternatives for enhancement of the system and the expenditure of these new monies will be addressed in Task 3 of this study. The Conunission has specified that these funds are to be used for addiiiona1 service and related equipmen. t, but not for planning Funding is further .discussed in the following section of this document. Recommendation TECH should continue to explore funding opportunities and potential new POS contracts. TECH should develop new strategies that address the allocation additional funding in Collier County, in conjunction with the LCB and MPO, along with the alternatives for enhancement of the system to be addressed by CUTR. Collier County TD Study Tech Memo No. 1: CTC Evaluation 29 July, 1994 Center for Urban Transportation ]?esearch

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Accountabilitl The amount of data a ere must generate and maintain is extensi ve. Accordingly, r eco rdkeeping and data management are fundamental to an organized and well coord inated TO service. TECH's performance witlt regard to these m easures of accountability is discussed below. Overall, TECH performs well in terms of reporting service and grant information in a timely man?er. TECH's level of responsiveness toward iroplemeuting previous reporting recommendations has been high. TECH' s recordkeeping is also very comprehensive. Detailed and accurate service statistics are maintained on a regular basis; however, the informati on is somewh at underutilized Such information cou.ld prove helpM with track.ing system performance as it relates to ongoing measures and TECH's yearly goals. Recommendation TECH should explore options to maximize tbe usefulness of its extensive MIS database as an internal monitoring tool. Aspects that could be further addressed include on-time performance, registrant tracking, capacity / demand information, and other standard performance measures described under Quality and Training. Collier County TO SIUdy Toch MeOlO No. I: CTC Evaluation 30 July, 1994 Corl.r for Urban TrOIISpcrfarlon Rtsea.rch

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Pee r Com parisons CTCs are required to submit various operating statistics t o the Comm ission for the Tmus p ort a tion Disadvan tag e d eac h y ear via an Annual Opera t ing Re p ort. B eca use the informa t ion is c ollected acco rding to uniform reporting procedu res, it m ay be used to comp are certain mea sures among CTCs. T hes e co mp a risons do not t ake into consideration any local factors, but are useful at providing a rough idea of how well the ere is performing when the ere is compared to the median (mid-point) for its peer groups. The peer comparison carmot substitute for a detailed evaluation of the local system itself, hoVfever. This p rocess compa res CTCs by p ee r group in several key mea s u res. .. Vehicl e miles and revenu e miles per TD Category I population, as measures of availability;" .. P assenger uips per vehicle and revenue miles, as measures of efficiency; .. Operating expense per vehicle mile, per revenue mile, and per passenger trip as m easures of cost effecti veness; .. Accidents per 100,000 vehi c le miles, as a meas ure of safety; .. Vehicle miles between r o adcalls, as a measure of qua lity and preventive ma intenance; and .. Local revenue as a percentage of operating expenses, as a measure of effective use of TD funding CUTR conducted p ee r co mparisons based on the most rece ntly completed fiscal year for w hi ch u niform data are available for all CT Cs : FY 1993 TEC H wa s compared to median statist ics for other urban p r ivate-n on profits, other urban sole providers, and systems wi th similar ridership. Because T ECH has such a large rural service area, the Non: that no "'"'"""' standanis exist for tllese It also sboukl be ooled tbat coocduwioo and competition are not eompan.blc ab$!nc:e the compilation of medja.n pet!Ormaoce measures. The evaluation model peer oomparison does ll<)t taJce into =aunt local !actors (such as population densitie.s, service configuration) except as the peer groups are defined. TD Categol'Y. I population refers t o th e t o tal populotion that may require TD services, as defined by F .S. 4 27 or bec.tll$e d1ey arc e ligible for a program dlat sponsors 1'0 tr&11$p0tlation. Collier County TD Study Tech Memo No. 1: CTC Evaluation 31 July, 1994 Ctnru tor Urban Tnuuportatfon Research

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system was also compare4 to rural peers (shown in italics below the urban figures). Both comparisons are shown in the following rable : Performance M&asures System Urbari Urban FY 1993 (RuroO (RuJaQ Stze TECH Pdvale -3 Non-ProM Solo Provide< (50. 000. 99, m 1. Vehicle per TO Capita 9.08 12.50 4.32 13. 82 47 .34 58.89 2. Revenue Miles per TO Capita 5.88 11.26 4.12 12.25 10. 15 47 23 3. Passenger Trips per 0 .12 0 .14 0.19 0 .15 Vehicle Mile -Total 0 10 0.10 4 Passenger Trips per 0.18 0.18 0.23 0 .18 Revenue Mile-Total 0 13 0 12 5 Operating Expense pe r s 1.13 $ 1.21 $ 1.66 $ 1 .15 Vehicle Mile $ 1 02 $0.99 6. Operating Expense per $ 1.75 $ 1.37 $ 1.97 s 1 .36 Revenue Mile $ 1 29 $ 1.23 7. Operat i ng $9.52 $ 8.41 $ 9.23 $ 7 70 $9. 06 $9.06 8 per 0.15 1.21 1.42 1 .03 100,000 Vehicle Miles 1 75 1.35 9. Vehicle Miles 24,631 45,477 112,245 32,277 Between Roadcalls 19 566 67, 079 10. Local Revenue of 23.6% 23.6% 35.4 % 1 7 .2% Operating Expense 39.4% 3.9% Key findings are outlined below. TECH generally surpassed its urban peers in several measures : passenger trips per revenue mile, operating expense per vehicle mile, accidents per 100,000 miles and local revenue as a percentage of operating expense. A l arge rural s 'ervloc area is common among the urban" Cl'Cs. Urban CTC have a popuhuion of SO,OOO or more within tl1eir Jervico area. CoUicr County TO Study Tech Metn<> No. 1: CTC Evaluation 32 July 1994 Urixm TransportaJion RestrJrch

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TECH generally did not do as well as its Urban peers in several other measures: miles per TD capita, passenger trips per vehicle mile, cost pet revenue mile, cost per trip, and roadcalls. I n general, a comparison to rural peers is similar, although TECH compares less favorably in miles per TD capita and cost per mile, and more favorably in trips per mile. These FY 1993 statistics suggest that should try to reduce its per trip cost by reducing deadhead, providing more trips, and increasing multiloading. TECH reduced its cost per trip by 42 percent from $11.38 in FY 1993 to $6.61 in FY 1994. The peer comparison would also suggest that maintenance should be improved. TECH significantly increased its miles between roadcalls during FY 1994, as discussed under Quality and Training Recommendations The peer comparison should be con ducted again as soo n as statewide statistics are available for PY 1994, using the Evaluation Workbook and FY 1994 SOR. No currenc statewide peer comparisons can be made until Ole SOR is compiled by the CTD staff . Collier County TD Stody Tech Memo No. I: CTC Bvaluatioo 33 July, 1994 Cenler for Urban TrtJI!Sportarlon Research

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Conclusions TECH has experienced tremendous growth in service delivery since -it became the CTC in December 1990. Improvements are continuously implemented and TECH exceeds many standards for transportation systems, although a few areas could be improved. A general summary of the findings and recommendations is provided below With increased funding, TECH has been able to provide many additional trips The growth in ridership bas allowed TECH to attain much greater efficiencies. TECH's equitable fare structure results in better rates for many sponsored trips because multi-loading splits the transportation cost among passenger (and hi s/her sponsor of each As additional funding becomes availab l e, and service continues to grow, efficiencies should continue to improve. As growth continues TECH is likely to reach a point when it becomes fmancially attractive to contract out some service rather tha n to expand At that time it may be appropriate to identify a specific area of service to parcel out. Currently, little incentive or need for TECH or operators to enter into transportation operator contracts. TECH continues to engage in new purchase of service contracts and should continue to look for opportunities to do so. Also, TECH can improve coordination by seeking coordination contracts . TECH excels in areas related to safety, training, and quality improvement Separate, less stringent SSPP standards that still meet Chapter 14-90 requirements could be established, if necessary, to accommodate 90ordination contracts and transportation ol?erator contracts These standards would need to be carefully evaluated, preferably on a case-by-case basis, in order to ensure that past safety and risk management practices are not compromised. One area that has suffered as a result of increased ridership and efficiency is on time performance. This area in particular should be targeted for improvement Collier County TD Study Tech Memo No. I: CTC Bvalill>lion 34 July, 1994 Center for Urban Transportation Research

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through better scheduling, monitoring, and communication. This aspect will be evaluated more thoroughly in Task 3 o f this study. These conclusions, and the findings and recommendations described throughout this document, are based solely on the evaluation conducted by CUTR as Task 1 of the TD System Evaluation and Enhancement study. Several of these areas and additional aspects of TECH's role in the community and TECH's operations will be examined in Task 2 and Task 3 of this study The overall findings will appear in a fmal report at the end of the study. Colli.er Coun.ty TD Study Tech Memo No. 1: CTC Evaluation 35 July, 1994 C
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. Endnotes 1. The populations of Collier C ounty and Napl es, F l orida are based on the U.S. Census and F l orida Bureau o f Economic and BusineSs R esearch (BEBR) estimates, as shown below. Na p les Year Count y Naples Urban Area Sg urce 1990 152,099 19,505 94,344 Census 1993 174 ,664 19,881 N/A BEBR 1994 192,282 20 ,201 N I A BEBR The area of Collier County and Naples is shown bel ow, e xpressed in square miles. Arg Count}: Total: 2305.1 Land: 2025.5 Water : 279.6 Naples 1 3 3 11. 0 2.4 Naples Urban Area 60. 0 56.9 3.1 Collier County's area is from the 1993 Florida Statistical Abstract. The area for the City of Naples l\nd th e Naples Urbanized Area, i s found in: U.S. Census of Population and Housing, Sununary Tape File !C, Unit ed States Summary Population densit ies for 1990, based on these figures, were: P l ace County: City of Naples : Naples Urbaniz ed Area: County (non-Naples): County (non-Naples Urbanized Area): PensiiY 75 per square mile 1, 773 per sq uare mile 1,658 per square mile 66 per square mile 29 p er sq uare mile 2 Passenger trips provided in FY 1993 are from the 1993 Statewi de Operations Report prepared by CUTR, based on annual operations reports submitted by CTCs to the Comm ission for the Transportation Disadvantaged. Passenger trip s provided from July 1993 to March 1994 tota1110,598, as shown in TECH report s Cal culations for this report are based on an FY 199 4 estimate of 138,000 projected by CUTR with input frQm TECH The preliminary actual FY 1994 passenger trips co unt is 137,115, a diff erence of less than 1 perc e nt. An urban/rural breakdown of trips will be consid ere d in Task 3. Collier Counry TD Study Ted> Memo No I: CTC Evaluation 36 July, 1994 Cemer for Urban Transportation /luoan;h

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3. Organizations providing transportation to tile general public or TD population include 46 for-hire operators (Coll ie r County Code Compliance o ffiqe 6/1194), and the 14 social service organizations (private and public) that provide transportation listed i n the Coordinated Transportation Development Plan for Collier County (6/17/93). The June 1993-1994 Naples/Collier County telephone directory was consulted, but no additional operators were listed. The total does not include churches, independent volunteers, transportation strictly for migrant workers, or school bus providers, but does include the CTC, for-hire operators,. and social service organiza tions There is no public transit system. 4. Sources: FY 1994 Memorandum of Agreement; conversation with John Lawson. 5. The 20 purchase of se rvic e (POS) contracts TECH had in 1994 include: Boy Scouts of America; Buena Vida Retirement Home; Collier County Public Schools; Collier County Parks & Recreation; Collier County Services for Seniors; Community Health Care; Division of Blind Services; FIESCO; Gfrls Inc .; Heritage Health Care; Job Club; ITPA; Kelly's Kids; Agency for Health Care Administration (Medicaid); Networking; Parents As Teachers; R & P Management; Strive ; Special Olympics; and Tri County Senior Services. The CTD trip a n d equ i pment grant and the FDOT Section 18 grant, and th e services they funded, are counted in addition to the 20 POS contracts. Service also was provided under letters of authorization or purchase orders to: Children's Medical Services; Galagher Basset Services Insurance; Lee County Public Guardianship Program; Lee Memorial Hospital; Marriott Casualty Claims Insurance; and North Collier Hospital. 6 Based on input from staff to lhe LCB, and via observation and comments by LCB members. 7. It should be noted that due to lhe change in TECH's fiscal year in 1992 from the federal fisc;al calendar (October-September) to the state fiscal calent)ar (July-June) lhe availability of consistent accounting information was limited to reporting periods following this change. The data for Projected FY 1994 includes the first three fiscal quarters (July through MarchYTD 1994) and projections for the fourth quarter The fourth quarter cost projections are estimated end of year expenses. The passenger trips for the fourth quarter were projected at a five percent increase which is based on lhe current year trend. This estimate is slightly more conservative lhan the actual increases observed during lhe second and third quarters, which increased eight percent and seven percent, respectively. Ill any event, the per-uni t performance measures are comparable. Preliminary totals for FY 1994 were used when available. 8. Based on preliminaty FY 1994 totals, provided by TECH on CUTR July 12 1994. "Unassigned trips and mileage includes the difference between manual subtotals and the actual compiled preliminary totals prepared by TECH. 9. Based on TECH reports "Ytd B udget SummaryActual Vs Projected." The FY 1993 report is supplemented with first quarter estimates from a previous accounting system. The FY 1994 report was made available on 7/12/94 and should be Collier County TD Study Tech Memo No. 1: CTC Eva l uation 37 July, 1994 Center for Orban Research

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considered preliminary. Initial analyses were based on Projected FY 1994,"using the actual "Ytd Budget Summary" for 711193 to 3131194 supplemented with fourth quarter estimates by TECH's accountant. This accounting system is not the same as the accounting system required for TD reporting, so statistics vary slightly from SOR figures. Operating Expense excludes include "DOT Equipment" totaling $125,169.60 in FY 1993, but does include depreciation in both fiscal years. 10. Administrative costs are defined as identified on TECH Ytd Budget Summaries," with the additio n of the TD Manager's salary. 11. Source: The F,lorida Five-Year Trarisporlation Disadvantaged Plan, by the Center for Urban Transportation Research. Tallahassee, Florida: Transportation Disadvantaged Commission; 1992 . 12. FY 1994 statistics based on preliminary year-end tota ls: 30 roadcalls including the 11 related to new vehicle defects, 19 roadcalls excluding the 11 related to defects, 798,374 vehicle miles. The vehicle fleet is shown in the table that follows. Collier County TD Study Tech Memo No. 1: CTC Evaluation 38 July, 1994 Cenrer for Urban Transponarion Research .

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Vehicle Seat Mod e l Yea r Current Specia l Equ i pment Cap. Mileage Van 040 1 0 91 Dodge 94,211 Rad i o/AC/ Lift Ven 041 1 0 9 2 Dodge 60,810 Rad i o/AC/Lift Van 102 14 84 For
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13. From the Florida Five-Year TD Plan. 14. Based on actual FY 1993, and preliminary total passenger trips for FY 1994 as reported by TECH (7/12/94). Calculations are shown io the table below . Measure FY 1993 FY 1994 (Prelm ) a TO Category I Popu l ation (CUTR est. mothOd wl10cat stats.) 68,185 70,815 b. TO Category II Population (CUTR est method wAocal sfsts ) 14,089 14,636 c Estimated demand for program trips (c=f) 50 534 49,332 d Estimated demand for gene r al trips (b 14.4) 202 881 210 ,758 e Tota l tri p demand (c+d) 253,415 260,090 f Program trips provided (X) 50 534 49,462 g General trips prov i ded (y) . 28;710 87,652 h Tot al trips prov ided 79 244 137,115 I. General trip demand met g/d 31% 53% j. Tri p denia l s (as reported) 538 980 k. Percent of requests met {hl(h+j)J 99% 99% w. Estimated by CUTR using the methods o u tlined i n Methodology Guidelines for Forecasting TD Transportation Demand at the County Level with local figures. Collier County has a l ower proportion of disabled residents than the sta t ewide average "resulting in TO pop u lation and demand esti mates lower than those listed in the Statewide Operations Report. x. Program t rip s i n c l ude: Gi r ls I n c Medica id, Collier Co u nty parks and Recreation, Pare nts as Teachers Strive Education I Job Cl ub, Tri-Co u nty Senior and one -hal f of all Other/Unassigned trips (FY 1994). y Genera l trips Include: Immokalee Bus Ro ute, Strive to work TO, and onehan of Other/Unassigned trips (FY 1994). 15. Denials are tracked via computer Eac h denial is coded as to trip purpose and classification of the potential user. The following bases for service denials are included: Called after cutoff time for scheduling trips; Person res i des out of service area; -P erson refu ses to reschedu l e a t a more efficient time; Perso n does not meet elig i bility criteria; Trip out of service area ; Available vehicle already filled; -No vebicle available at time and place requested; Collier County TD Study Tech Memo No 1: CTC Evaluation 40 July, 1994 Center for Urban Transportation Research

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No funding available f or lrip; Person is a cbronic no show; Person reqilires emergency medical att ent ion Vehicle is out of service; Safety hazard; -Same .day denial for non-medical trip; or Stretcher servi ce required. Information provided by TECH. 16. Based on information provided by TECH staff. 17. Based on: FY 1993 Total Revenue $910,923 Total Expenses $901,614 Local Revenue $200,088 Local Re v I Tot Rev 22.0% Local R ev I T ot Exp 22.2% SOR Op Revenue SOR Op Exp enses SOR Rev I T ot Rev SOR Rev I Tot Exp $752,956 $754,320 23.6% 23.6% FY 1994 $889,348 $906,391 $214,937 24.2% 23.7% Dla Dla Dla Dla TECH local revenu e includes Farebox "No Show Charge Interest, Donations, Donated Equipm ent, United Way, Subsidie s (TECH), County Cash ( appro ximately 22% of Tra nsportation G. line item), 50% of Transit Fuel Tax refund, arid 66% of "Otber Revenues!P. FY 1993 fJgUres are based on tbe m o r e delailed AOR/SOR revenue data 18. From FY 1994 MOA, and figures provided by CTD staff in J uly 1994. Comer Count y TD Study Tech Memo No. I: CTC Evaluation 41 July, 199 4 Center for Urlxm 'n'ansp

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