1 Public Outreach Summary Report
April 2023
Prepared By:
Beach Cities Transit
Transit Services Study April 28, 2023
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3 Table of Contents
A. OVERVIEW 4
B. PUBLIC PARTICIPATION PLAN 4
C. BRANDED COLLATERAL MATERIAL 5
D. WEBSITE 5
F. ONLINE SURVEYS 6
G. PUBLIC OUTREACH 9
H. TECHNICAL WORKING GROUP MEETING 10
J. COMMENTS LOG 12
I. FINAL RECOMMENDATIONS 14
APPENDIX 18
Beach Cities Transit
Transit Services Study April 28, 2023
Public Outreach Summary Report
4 A. Overview
The City of Redondo Beach’s (“City”) Beach Cities Transit (“BCT”) Transit Services Study (“Study”) solicited public input and feedback to help develop recommendations for improving Short- and Long-Range Service Plans and Strategic Planning with Zero Emission Bus Implementation. BCT provides fixed-route and dial-a-ride services (with dial-a-ride services branded as the WAVE) to the Beach Cities area of Los Angeles County. Public outreach components of this Study focused on engaging bus and WAVE riders, transit service partners, and non-riders in and around Redondo Beach, Manhattan Beach, Hermosa Beach, El Segundo, and near Los Angeles International Airport (LAX). The following is a summary of the City’s public outreach and community collaboration efforts that took place throughout the Study.
B. Public Participation Plan
A kickoff meeting and early team check-ins enabled JCL to fine tune the outreach goals and deliverables for the Study before finalizing a detailed Public Participation Plan (PPP). Background data was collected from BCT related to the service areas, partner agencies, key stakeholder groups, and relevant news to assist with the development of the outreach approach. The PPP served as a blueprint document for public engagement to guide Team meetings, Database, Website, E-comms, Community Events and timelines.
The final draft of the document can be found in the Appendix.
Project Timeline
Public outreach for the Study began in Spring 2022 and concluded in Spring 2023, with a final technical report in Summer 2023. Two minor modifications were made to the original timeline during the course of the Study in order to maximize public participation:
1) The Study duration was extended
from Spring 2023 to Summer 2023 to
allow time for further technical
analysis.
2) A Public Town Hall Meeting that
was originally planned for Fall 2022
was exchanged for a Spring 2023
pop-up event at the 40th annual
“Springfest” in Redondo Beach,
where public reactions to the final
recommendations were solicited.
Beach Cities Transit
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5 C. Branded Collateral Material
JCL applied the City’s style guidelines to develop vibrant collateral materials that reflected the intent and goals of the Study.
Fact Sheet Social Media Assets
Email Headers Print Ad
Website Presentations
Flyers Poster Boards
All materials were designed with a common ‘look and feel’ so audiences would recognize official communications of the Study. An overview fact sheet, available in English and Spanish, was used as the primary handout, which outlined the Study’s objective, timeline, and how to participate. Fact sheets were disseminated online (project website and social media), handed out at in-person community engagement
events, and included in focus group and technical working group presentations.
D. Website
JCL/Stantec built and hosted www.BCTServicesStudy.com in English and Spanish to serve as the central portal for all information. JCL conducted ongoing reviews and updates to remain in step with the developments of the Study. The website remains active for the duration of the Study to allow visitors to ‘Leave a Comment’ and opt-in to the database for ongoing general information from BCT. The site contained the following information:
Fact Sheet Survey
Maps
Timeline Leave a Comment
Contact Events
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6 E. Notifications & Stakeholder Database
Public notifications for meetings and events began 3-4 weeks in advance via email (Constant Contact) and Social Media (Twitter). Relevant materials were made available for download and emailed to participants of virtual meetings.
Traditional outreach methods were utilized to ensure equal access to project information via e- blasts, collateral materials, website, electronic and printed surveys in English and Spanish, and available in non-digital print format upon request.
Stakeholder Database
A comprehensive and reliable database is critical to ensuring proper community outreach. The stakeholder database for BCT grew throughout the course of the Study with each meeting and community event. The database is included in the Appendix E: Final Stakeholder Database.
Local Government Schools
Hotels Chambers of Commerce
Businesses Advocacy Service
Transit Stakeholders Special Needs
F. BCT Survey Engagement
The primary focus of public outreach for this Study was a comprehensive survey to support the technical team’s efforts in assessing travel habits, needs, and interests of the traveling public. the survey was launched early in the Study process so that feedback from the community could be integrated into the service plans and recommendations. A total of 280 validated surveys were collected online from June to August 2022, in addition to 337 transcribed comments and reactions to survey questions and display boards at live events, for a total of 632 “total responses”. The online survey was promoted through various online and media sources, as well as e-blasted to
known stakeholders.
The survey (administered through Survey
Monkey) effectively captured important
feedback from BCT riders, WAVE riders, and nonriders that helped guide technical aspects of the study.
Analysis of the survey results offers insights into
ridership motives, perceptions, and
opportunities for improving and increasing BCT
and WAVE usage overall. Detailed survey analysis
reports are in the Appendix.
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7 Survey Findings
The online survey was broken into three subsets: BCT Transit Rider; WAVE Dial-A-Ride Customer; and NonRider. Based upon responses, it was determined that respondents were split evenly between Riders/Customers (146 of 295) who used BCT services in the past 3 years and non-Riders (149 of 295), who have not used any BCT services in the past 3 years. Questions posed to Riders/Customers pertained to methods, frequency, purpose, and preferences about their current experience in using BCT services.
Non-Riders were queried to determine their awareness, familiarity, and likelihood to use BCT services in the future. All respondents were asked to provide a home zip code, personal demographics, and their current transportation habits. The complete survey analysis is presented in Appendix F: BCT Survey Engagement (Rider Survey in Appendix F: Section 1.1, WAVE Rider Survey in Appendix F: Section 1.2, and Non-Rider Survey in Appendix F: Section 1.3).
BCT and WAVE Rider & Customer Satisfaction Highlights
A multi-part question on overall rider satisfaction was asked of BCT Riders and WAVE Users that allowed respondents to rate their range of contentment with service (see Appendix F: Figure 12; Figure 26). ● A strong majority of BCT fixed route respondents expressed that they were either Satisfied or Extremely Satisfied with times spent onboard the bus, value for fare paid, bus cleanliness and comfort, personal safety on the bus/at stops, and their overall experience. ● WAVE customers who completed the survey expressed general satisfaction with travel times and hours the WAVE service is available, while some respondents expressed dissatisfaction with the registration process for the service.
Beach Cities Transit
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8 Non-Rider Feedback Highlight
A multi-part question posed, “What factors would encourage you to ride BCT more often?” to non-BCT Riders. In line with responses given during in-person engagement, the majority of respondents to the survey stated that having more information about BCT services was the determining factor (See Appendix F; Figure 33). Plus, 85% agreed or strongly agreed that public transit is an important service for the community (See Appendix F; Figure 32).
Demographic Information (Optional Questions)
Overall respondent demographics skewed female (60%), white or Caucasian (63%), and over 35 years old with under 35 (Under 18, 18-24, and 25-34) making up only 21% of respondents. Respondents overwhelmingly indicated household incomes greater than $75,000 with only 15% indicating a household income below $75,000. This largely aligns with the demographics of the overall service area, where the majority of South Bay residents are over 35 years of age (with a median age of 40), 66% of residents identifying as white or Caucasian, and median household income above $75,000 (specifically $125,000).
Comparative analysis of respondents relative to the demographics of census data against the City of Redondo Beach may be accomplished at https://www.city-data.com/city/Redondo-BeachCalifornia.html.
Beach Cities Transit
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Public Outreach Summary Report
9 G. Public Outreach
Three virtual public Focus Group Meetings (3) were conducted over a three-week period in July 2022.
Participants were recruited through targeted outreach, social media, and invitations to organic stakeholders. During the 75-minute sessions, participants were presented with information related to existing BCT performance, as well as challenges and opportunities for public transit to be improved. The structure of the meetings was designed to capture the opinions and preferences of a diverse stakeholder group, including business groups, employees, commuters, seniors, students, parents, caregivers, communitybased organizations, and non-profit organizations.
Three live Pop-Up Engagements (3) engagements were conducted by study team members at the Metro C (Green) Line Douglas Station, Redondo Beach’s Farmers Market, and the 40th Annual Springfest ‘23 in Redondo Beach. These bilingual (English and Spanish) engagements included dedicated survey time with incentivized participation. The City of Redondo Beach also conducted five hyper focused engagements at senior centers and Farmers Markets.
General Outreach Analysis
BCT’s ability to affect ridership by employing broader information and awareness campaigns was a common theme repeated through each channel of engagement during the study’s public outreach efforts. Focus group participants, pop-up attendees, and survey respondents made varying statements demonstrating their lack of knowledge services offered by BCT.
● "I would ride more if I had more information."
● "I would ride more if I felt more comfortable".
● "I would ride more if the bus went to more places.” – Respondents did not know the location of bus stops, tying back to lack of information and awareness. Example: A vast majority of the weekly Redondo Beach Farmers Market attendees interviewed were unaware of two bus stops there at venue.
● BCT riders who regularly use the bus lines expressed dismay about irregular service. NOTE: This observation must be measured against low post-COVID ridership. ● Bus stop amenities such as lighting, benches, and shelters are highly ranked enhancements identified by study participants in every channel of engagement. ● Older Adults are incredibly open to participating in mobility training for greater independence and improved quality of life.
Beach Cities Transit
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10 Date Event # of Participants/
Responses
Collected
Purpose
5/20/2022 City Engagement:
Manhattan Beach Senior
Fair
7 comment cards Promote the BCT Survey and
engage with the Beach Cities
residents
7/12/22 Focus Group #1: Businesses 5 attendees Engage in a robust discussion with businesses and businesses groups
7/14/22 Pop-up:
Douglas C Line Station
88 comments &
reactions
Promote survey responses and
engage with transit users
7/19/22 Focus Group #2: Seniors,
Students, Caregivers
7 attendees Engage in a robust discussion with
seniors, students, and caregivers
7/20/2022 City Engagement:
Redondo Beach Senior
Open House, Veterans Park
1 comment cards Promote the BCT Survey and
engage with the Beach Cities
residents
7/21/22 Pop-up:
Redondo Beach Farmers
Market
74 comments &
reactions
Promote the BCT Survey and
engage with the Beach Cities
residents
7/22/2022 City Engagement:
Hermosa Beach Farmers
Market
21 comment cards Promote the BCT Survey and
engage with the Beach Cities
residents
7/26/22 Focus Group #3:
Organizations
8 attendees Engage in a robust discussion with
seniors and community
stakeholder groups
7/27/2022 City Engagement:
Redondo Beach Senior
Open House, Perry Park
7 comment cards Promote the BCT Survey and
engage with the Beach Cities
residents
8/11/2022 City Engagement:
El Segundo Farmers Market
8 comment cards Promote the BCT Survey and
engage with the Beach Cities
residents
4/15/23 Pop-up in lieu of Public
Meeting:
Redondo Beach Springfest
2023
91 comments &
reactions
Solicit public feedback to the final
Recommendations
H. Technical Working Group Meeting
In addition to gathering feedback from transit riders, the study engaged with a group of transit service operators to brainstorm future routes, stops and connection solutions that would promote optimal efficiency and the greatest success in the South Bay Region for providers and riders alike. The Beach Cities Transit
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11 Technical Working Group Meeting was held virtually on August 10, 2022. Chief among topics of discussion included presenting draft service recommendations for initial feedback, including routing changes to Line 102 and 109 and the proposed summer beach bus along Manhattan Beach Blvd. The session also discussed how to increase WAVE ridership and awareness. Technical Working Group participants provided a voice and perspective on their local communities and how BCT could better serve their communities to improve mobility, or how BCT can work with other transit agencies to improve overall mobility and accessibility in the South Bay.
The group formed to advise the study consisted of an 8- member group, representing transit agencies and municipalities in the region, including:
● City of Redondo Beach
● City of Manhattan Beach
● City of Hermosa Beach
● City of El Segundo
● Torrance Transit
● LA Metro
● GTrans
● Palos Verdes Peninsula Transit Authority (PVPTA)
A summary of the discussion grouped by discussion topic is presented below.
Fixed route key discussions
• Considerations for alternate routing of Line 102 were discussed to route trips leaving RBTC along Ripley past Adams Middle School. Ripley was determined to not be an ideal street for transit as it is a hilly residential collector. The Redondo Beach Council Member did indicate support for the proposal and support from constituents in that area.
• The proposed route realignment to Line 109 would no longer provide access to Plaza El Segundo as there is no stop along Sepulveda SB. The Metro representative provided insight on previous attempts by Metro to get a southbound stop along the west side of Sepulveda, across from Plaza El Segundo. Issues due to access to the oil refinery blocked the attempt. There was general support for this realignment considering ridership levels and the benefits of streamlining to the overall route, with the general consensus being that the positives from streamlining the route outweigh the negatives of removing these underutilized stops. • Additional context for the origins of the Line 109 detour along Rosecrans was provided by the Manhattan Beach representative. Originally requested to provide direct service to the Manhattan Village Mall and near the senior community on Parkview Ave, there was a consensus that the streamlining and elimination of this detour was warranted.
• Service recommendations for Line 102 to take over the southern portion of Line 109 from the Redondo Beach Pier to Riviera Village, with Line 109 terminating at the pier were proposed in this technical working group. The representative from Torrance Transit shared their operational experiences with multiple buses Beach Cities Transit
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12 serving the pier. Due to limited curb space at the pier, Torrance Transit experiences challenges with Lines 3 and 7 buses needing to maneuver within the limited space. Discussion of dedicating additional red curb was brought up as well as the operational importance of proper scheduling. Further explanation of this service change can be found in Section 5.1.2.
• The proposed addition of an east-west route focused on beach service was discussed with this group.
Generally well received, the idea of a pilot with the potential for a permanent route was discussed. The service recommendation for this route can be found in Section 5.4.
WAVE key discussions
• Outreach and marketing of WAVE services were discussed at length in this working group. It was identified that if senior populations are widely unaware of the WAVE, it is the responsibility of Beach City partners to engage their local populations. Uncertainty of key partnerships between BCT/WAVE and organizations like Beach Cities Health District to promote LA Metro’s On the Move Riders Program was brought up. Discussion of outreach and engagement with WAVE-eligible residents can be found in Section 5.3.1 with further elaboration in Section 6.4.
• Considerations for expanding WAVE service to the general public as a late-night service were proposed. A representative from Hermosa Beach noted that an on-demand service would likely be popular on nights and weekends in downtown Hermosa Beach as a way to get home safely after a night out. The representative from PVPTA pointed out that evening service could avoid the challenges other all day ondemand services have run into with high demand from students after school. Further discussion of WAVE service considerations can be found in Section 5.3.2.
J. Comments Log
337 transcribed comments and reactions to survey questions and display boards were captured throughout the comment portion of the Study. Many of the comments amplified sentiments of the Study Team and Technical Working Group participants, largely related to a lack of awareness and education about BCT and the services they offer. All comments are noted in Appendix G.
Sampling of Summarized Comments
1. A Participant stated that more easily accessible printed materials available in businesses (grocery stores were mentioned) regarding BCT services and bus schedules would encourage them to consider using BCT more often.
a. See Section 6.4 in TSS 2 for recommendations related to enhancing public awareness.
2. A Participant, like some stated in pop-up events, mentioned just generally having better line connections to places they may consider going. The “limitation” of the routes prevent them from exploring the region more utilizing BCT.
a. See Section 5.4 in TSS 2 which discusses expanded services, and see Section 6.2 in TSS 2 for recommendations related to regional connectivity.
Beach Cities Transit
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Public Outreach Summary Report
13 3. A Senior stakeholder discussed their desire to start using the service regularly - both fixed line and possibly Dial-a-Ride - in the future. When the stakeholder was given a description of “travel training”, they stated that they would find it beneficial and a training they would definitely use. a. See Sections 5.3 and 6.3.2 in TSS 2 for recommendations related to travel training.
Beach Cities Transit
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Public Outreach Summary Report
14 I. FINAL RECOMMENDATIONS
On April 15, 2023, a pop-up engagement at the 40th Annual Springfest was the backdrop of the final public engagement to publicly announce the Study team’s final Recommendations. Stakeholders were provided with an opportunity to provide input on the Recommendations, ask questions, and comment by placing green and red dots on graphic boards and maps of the proposed changes. To incentivize participation, a prize wheel, a “selfie” photo station, and fun giveaways were offered. A total of 91 written comments and reactions were captured at the final public event, with several hundred more visitors who were exposed to BCT, with respect to marketing and general awareness. Final recommendations were posted to the project website for public comment. Eblasts and Twitter posts went out to the BCT database and followers to encourage the public to ‘Leave a Comment’.
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15 Beach Cities Transit
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16 Each recommendation and how it was received by the public is summarized below. • Recommendation A: re-route Line 109 to serve the LAX Automated People Mover and Airport Metro Connector Station in 2025 to provide a direct connection to LAX and other transit services at the new Connector Station. Out of 13 total reactions, 92% of responses support this recommendation.
• Recommendation B: straighten Line 109 along Rosecrans and Sepulveda around Manhattan Village Mall, to address rider requests for more direct service and a quicker travel time to LAX. This recommendation removes service to stops that see very few passenger boardings and still maintains access to The Pointe, Plaza El Segundo, and businesses along Rosecrans Ave. 100% of respondents at Springfest support this recommendation.
• Recommendation C: consider new summer bus service along Manhattan Beach Blvd., between the Redondo Beach C Line Station and Manhattan Beach Pier. This fills in a gap in service left after Metro discontinued Line 126, addresses requests from the public to provide service along Manhattan Beach Blvd., and serves many entertainment and recreational destinations like Polliwog Park and the Performing Arts Center. Reception from the public at Springfest was very supportive of this recommendation, with 27 total respondents, 100% of which support this recommendation. • Recommendation D: extend Line 102 south from Redondo Beach Pier to Riviera Village and reroute Line 109 to terminate at the Pier, creating a new transfer hub at the Pier which enables easier transfers between Line 102 and Line 109 and Torrance Transit. This also provides easier access to the Pier and Veterans Park Senior Center from Line 109, creates a one-seat ride for South Redondo students, and improves access to the newly opened RBTC and South Bay Galleria. 100% of respondents at Springfest support this recommendation.
• Recommendation E: maintain the WAVE DAR services for Redondo Beach and Hermosa Beach with increased marketing and awareness (travel training) programs, as there were no substantial comments about the WAVE in previous outreach activities. The curb-to-curb system adequately services the cities. 59% of respondents support this recommendation.
Overall, these responses show a high level of support and excitement for implementing the proposed recommendations, while reactions to Recommendation E present an opportunity for more targeted outreach regarding the WAVE to understand specifically why there is more opposition to this recommendation compared to the other recommendations.
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APPENDIX
18 APPENDIX
A. Public Participation Plan
B. Branded Collateral Materials
C. Focus Group Presentation
D. Technical Working Group Presentation
E. Final Stakeholder Database (w/ highlighted participants) F. Survey Results
G. Transcribed Comments
H. Public Meeting Pop Up Project Boards
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APPENDIX A: PUBLIC PARTICIPATION PLAN
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APPENDIX A: PUBLIC PARTICIPATION PLAN
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APPENDIX A: PUBLIC PARTICIPATION PLAN
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APPENDIX A: PUBLIC PARTICIPATION PLAN
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APPENDIX A: PUBLIC PARTICIPATION PLAN
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APPENDIX B: BRANDED COLLATERAL MATERIALS
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APPENDIX B: BRANDED COLLATERAL MATERIALS
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APPENDIX C: FOCUS GROUP PRESENTATION
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APPENDIX D: TECHNICAL WORKING GROUP PRESENTATION
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APPENDIX E: FINAL STAKEHOLDER DATABASE
66 FINAL STAKEHOLDER DATABASE. Highlighted entries represent stakeholders who participated in outreach and engagement events and provided feedback.
• 1736 Family Crisis Center
• Alliance Health and Human Services
• Beach Cities Health District
• Behavioral Health Services, Inc.
• Best Western Plus Redondo Beach
• Breakwater Village
• Canyon Verde Adult Day Care
• Casa de Los Amigos
• City of El Segundo
• City of El Segundo Senior Housing
• City of Gardena - Community Development
• City of Gardena - Gtrans
• City of Gardena - Senior Housing
• City of Hawthorne - Planning Department
• City of Hermosa Beach
• City of Lawndale
• City of Los Angeles - Department of
Transportation
• City of Manhattan Beach
• City of Redondo Beach
• City of Redondo Beach - Beach Cities Transit
(Transp. Concepts)
• City of Redondo Beach - Community
Development
• City of Redondo Beach - Community
Services
• City of Torrance - Community Development
• City of Torrance - Torrance Transit
• El Segundo High School
• El Segundo Plaza Property Owner
• Galleria Mall Property Owner
• Harmony Court Apartments
• Heritage Pointe
• Hilton Garden Inn Redondo Beach
• Little Company of Mary Community Health
• Los Angeles Metropolitan Transportation
Authority (LACMTA)
• Los Angeles World Airports APMAutomated People Movers • Los Angeles World Airports Mobility Team
• Manhattan Village Mall Property Owner
• Mobility for People (ADA)
• North Redondo Beach Business Association
• Northrop Grumman Aerospace Systems
• Options For Life Agency, LLC
• P.S. I Love You Foundation
• Pacific Coast Inn Redondo Beach
• Patricia Dreizler Continuation High School -
Redondo Beach
• Planned Parenthood So. Bay Center
• Portofino Hotel and Marina Redondo Beach
• Providence Family Medical Center
• Ramada Inn
• Raytheon- El Segundo
• Redondo Beach Hotel
• Redondo Beach Library Foundation (RBLF)
• Redondo Beach Unified School District
• Redondo Inn and Suites
• Redondo Pier Inn
• Riviera Village Business Improvement
District
• Roland R. Mindeman Senior Residence
• Seaside Villa
• Seasons Senior Apartments (Salvation
Army)
• Shade Hotel Redondo Beach
• Social Vocational Services, Inc.
• Sonesta Redondo Beach & Marina
• South Bay Adult Care Center
• South Bay Bicycle Coalition
• South Bay Children's Health Center
• South Bay Cities Council of Governments
• South Bay Coalition to End Homelessness
• South Bay Family Healthcare
• South Bay Latino Chamber of Commerce
• South Bay Workforce Investment Board
• South Bay YMCA - Gardena
• South Bay YMCA - Torrance
• South Bay Youth Project
• Sunrise Senior in Hermosa Beach
• The Point Property Owner
• Toyota Sports Center
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APPENDIX E: FINAL STAKEHOLDER DATABASE
67 • Walk With Sally • Workforce Development - South Bay Beach Cities Transit
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APPENDIX F: BCT SURVEY ENGAGEMENT
68 SURVEY RESULTS
69 1 BCT Survey Engagement
From June through August of 2022, an online survey was conducted to gather responses and insights from BCT riders of fixed-route and the WAVE dial-a-ride service, as well as from non-riders in the South Bay.
Surveys were advertised in several ways, including digital and print media placements and direct emails to known stakeholders, as well as during eleven in-person engagement events across the South Bay.
Participants accessed the survey via a single link but were directed (through a logic tree) to one of three surveys that best suited their ridership profile; multiple surveys were also possible for people who ride both WAVE and fixed-route services. Of the 295 surveys collected, a total of 280 valid (completed) surveys were analyzed. Survey response counts are seen in Table 1. Slightly more than half of the respondents were BCT riders of the WAVE or fixed-route service, with the remaining respondents not BCT riders. Of the total rider responses, 143/154 or 93% were fixed-route and 7% were WAVE riders, which mirrors the breakdown of ridership across the two modes (97% of ridership in 20211 was on fixed-route, and 3% was on WAVE).
Table 1: Count of survey responses
Survey Type Count
Percent of
total surveys
Fixed-route rider survey responses 143 51%
WAVE survey responses 11 4%
Non-rider survey responses 126 45%
Total survey responses 280 100%
Total administered surveys 2952
Overall respondent demographics skewed female (60%), white or Caucasian (63%), and over 35 years old with under 35 (Under 18, 18-24, and 25-34) making up only 21% of respondents. Respondents overwhelmingly indicated household incomes greater than $75,000 with only 15% indicating a household income below $75,000. This largely aligns with the demographics of the overall service area, where the majority of South Bay residents are over 35 years of age (with a median age of 40), 66% of residents identify as white or Caucasian, and median household income above $75,000 (specifically $125,000).
Along with findings from the existing conditions analysis and findings from other outreach and engagement activities, these survey results helped to directly inform the recommended service plans and supporting 1 Based on 166,176 unlinked passenger trips as reported to NTD, 4,845 of which were taken on the WAVE 2 After validating survey response, not all surveys administered were included due to incomplete or partial responses. Of the 295 surveys administered, 15 were determined invalid for a total of 280 surveys included in analysis. 70 recommendations. More detail on how outreach and the survey informed the service plans and supporting recommendations can be found in the body of TSS #2.
1.1 BCT Rider Survey
The BCT rider survey collected 143 valid responses. Survey information collected included rider profiles, how riders use the system, their overall satisfaction with different elements, and where riders would like to see system improvements or changes.
1.1.1 RIDER PROFILE AND USE
Most BCT survey respondents are casual riders, only taking the bus less than once a month3. Figure 1 illustrates that most (58%) respondents ride infrequently (a few times a month or less than once a month) and could be considered casual riders. The primary trip purpose, shown in Figure 2 supports this finding.
The predominant trip purpose was leisure and recreational activities including entertainment, the beach, the gym, etc., as opposed to travel for work or school, where it is likely that riders would ride more frequently/regularly for these purposes. Respondents were also able to choose more than one trip purpose. 3 Please note that the information in this section only pertains to survey respondents and may not be reflective of all BCT riders; for example, these results do not reflect the significant portion of BCT riders who are students utilizing the Line 102 School Tripper service.
71 Figure 1: Ridership frequency among BCT riders (118 responses) Figure 2: Trip purpose when traveling on BCT (multiple selections, 107 responses) However, there is a notable portion of riders who frequently ride BCT services for work and school. Riders who indicated a higher frequency of BCT use (4+ days per week) were almost two times more likely to ride 14%
8% 8%
21%
37%
0%
5%
10%
15%
20%
25%
30%
35%
40%
4+ days per
week
2-3 days per
week
About once a
week
A few times a
month
Less than once
a month
Ridership frequency
3%
8%
15%
15%
21%
22%
31%
51%
52%
0% 10% 20% 30% 40% 50% 60%
No answer
Other (please specify)
Medical/healthcare related
School
Visit family/friend
Work
Grocery shopping or other shopping errand
Recreation (go to the beach, gym, etc.)
Traveling to entertainment (restaurant/bar, movie)
Travel Purpose
72 to work and three times more likely to ride BCT to school. This 14% of high-frequency daily riders are reflected in Figure 3 where 12% of respondents who ride BCT do not have a vehicle “available” to them.
Figure 3: Vehicles per household of BCT riders (105 responses) While 12% may not have a vehicle “available” to them, there was a larger portion of BCT riders who do not have a driver's license. As Figure 4 indicates, 17% of BCT riders could be considered “captive transit riders,” without the proper documentation to drive. Drilling down into this population, the dependence on BCT service is starkly illustrated in Figure 5 with 56% of this non-driving population riding BCT four or more days a week.
Figure 4: Percent of BCT rider respondents with a driver’s license (105 responses) 12% 47% 30% 7% 4%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Number of vehicles per household
None One Two Three or more Prefer not to say
Prefer not
to say
3%
Yes
80%
No
17%
Driver's license
73 Figure 5: Frequency of ridership among people without a driver's license (18 responses) Furthermore, the trip breakdown of the respondents without a driver’s license (Figure 6) reveals that recreation and entertainment remain the predominant use for BCT. Expectedly, this demographic utilizes the bus for trips to school at a higher rate which accounts for the student population on BCT. Taken together, the analysis here reveals that most riders mainly ride BCT occasionally for leisure purposes, but of the riders who ride the most frequently, these riders use the bus almost every day for school as well as to leisure destinations.
56%
6%
17%
6%
17%
0%
10%
20%
30%
40%
50%
60%
4+ days per
week
2-3 days per
week
About once a
week
A few times a
month
Less than once
a month
Ridership frequency among people without a
driver's license
74 Figure 6: Trip purpose of riders without a driver’s license traveling on BCT (multiple selections, 18 responses) Most riders access the bus (Figure 7) by walking with smaller populations biking or transferring from other services. Ridership (Figure 8) is predominantly on Line 109 with 60% of respondents indicating that as their primary BCT route.
Figure 7: First/list mile modes (multiple selections, 107 responses) 0%
6%
17%
22%
28%
28%
44%
44%
56%
0% 10% 20% 30% 40% 50% 60%
Other (please specify)
No answer
Medical/healthcare related
Work
Visit family/friend
Grocery shopping or other shopping errand
School
Traveling to entertainment (restaurant/bar, movie)
Recreation (go to the beach, gym, etc.)
Travel Purpose Without Drivers License
1%
2%
3%
6%
8%
10%
12%
89%
0% 20% 40% 60% 80% 100%
Mobility Device: Scooter
Mobility Device: Skateboard
Uber/Lyft
Drive
Transfer from Metro C Line (Green)
Transfer from other service
Bike
Walk
Means of travel for first/last mile
75 Figure 8: Primary route (130 responses)
A large portion of BCT riders also use other transit systems. Of the system options (Metro Bus, Metro Rail, Torrance Transit, LADOT, Commuter Express, GTrans, Lawndale Beat, Other (please specify) or None/NA), Metro Bus and Metro Rail were the most frequently used by respondents with 27% and 20%, respectively. Torrance Transit was also indicated frequently as a system used by BCT riders. Considering the service area of BCT, these three systems interface directly with BCT lines. Figure 9 shows that BCT riders who do use at least one other transit system represent 59% of respondents. Those who did not ride another system were the largest single response (41%).
Figure 9: Other systems used by BCT riders (multiple selections, 108 responses) Line 102
40%
Line 109
60%
Ridership
41%
18%
13% 15%
6% 4% 2% 1%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
None/NA 1 other
system
2 other
systems
3 other
systems
4 other
systems
5 other
systems
6 other
systems
7 other
systems
Number of other systems used by BCT
Riders
76 1.1.1.1 Information Sources
Respondents were asked several questions that pertain to how they plan and complete their trips.
Responses showed that while digital sources of information (BCT website and real-time transit applications) are the predominant methods, in-person and physical means of navigating transit services are still very prevalent.
BCT disseminates information to its riders via several methods, namely its website and its Twitter account.
Both platforms provide regular updates on service, but the website includes a host of other system information as well as a real-time bus tracker. Survey respondents were asked to indicate all methods they use to access information and service updates. Figure 10 provides a breakdown of those means, with BCT’s website being the most popular source of information.
Figure 10: Sources for transit information (multiple selections, 104 responses) The “Other (please specify)” answers indicated that trip planning and real-time transit apps like Google Maps and the Transit App are also valuable sources for trip information, accounting for 14% of “other” responses. Additional notable comments mention “city senior centers,” “Chamber of Commerce,” and “bus stop signage for schedule.” These responses highlight the duality of transit information; both digital and physical sources remain important to BCT’s riders.
As respondents indicated through the “Other (please specify)” selection in the previous question, real-time trip planning apps are very popular for accessing transit information. Respondents were then directly asked which apps they use, with the results shown in Figure 11. Google Maps and the Transit App were the most used by BCT riders. These results demonstrate that the effort by BCT to provide a modern trip-planning experience by publishing real-time information has had a significant impact on riders. 51%
38%
20%
15%
9% 8%
0%
10%
20%
30%
40%
50%
60%
BCT Website On Bus
Signage
Other (please
specify)
N/A Calling BCT Twitter
Service information
77 Figure 11: Real-time transportation planning app usage (multiple selections, 174 responses)
1.1.2 SYSTEM IMPROVEMENTS
Overall satisfaction with the fixed route system was high, with most responses indicating at least a satisfactory option for the overall BCT experience. Figure 12 displays rider satisfaction with different aspects of BCT service (listed from overall most satisfied to least satisfied), with riders particularly satisfied with the value of fare paid and the cleanliness of the bus. Attributes where BCT does not perform as well include time spent waiting for the bus, reliability, service area, and the hours fixed-route buses run.
Where BCT performs poorly in rider satisfaction is the frequency of buses. This attribute received the highest “extremely dissatisfied” response (percent) with over 50% of respondents not satisfied with how often the bus comes. BCT’s service area was another aspect where riders were overall less satisfied, but there was higher satisfaction and lower dissatisfaction compared to frequency. In the tradeoff between coverage and frequency, it appears that BCT riders prioritize frequency. Another key area of dissatisfaction is BCT’s service span with 35% of respondents either dissatisfied or very dissatisfied. 10%
31%
12%
12%
26%
7%
2%
Real-time service
I don't use an app
Google Maps
Apple Maps
BCT Website
Transit App
Moovit
Other (please specify)
78 Figure 12: Rider satisfaction with aspects of BCT fixed-route service (107 responses)
1.1.2.1 Systemwide Improvements
Many of the areas BCT performed poorly in customer satisfaction were areas that would increase ridership from current riders. Figure 13 shows rider priority for frequency, service span, and reliability. Almost all respondents indicated that more frequent and more reliable service would encourage them to ride more often. Additionally, comfort when transporting children was not of major concern with only 2% indicating this response.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Frequency of buses (how often they run)
Hours the bus service is available
Ability to transfer between routes
Routes go where I need to go
Reliability (buses run on time)
Time spent waiting for the bus
Overall experience with BCT
Times spent onboard the bus
Personal safety on the bus/at stops
Bus cleanliness and comfort
Value for fare paid
BCT fixed route satisfaction
Extremely Dissatisfied Dissatisfied No Opinion/Neutral
Satisfied Extremely Satisfied NA / Prefer Not to Say
79 Figure 13: Factors that would increase riding frequency (multiple selections, 106 responses) The ”Other (please specify)” category received several responses and included:
• Later service with buses running past 8 PM or earlier service on “non-school weekdays.” Service for summer concerts was also mentioned regarding later service. • Access to LAX was requested, and given that BCT serves LAX, indicates a lack of access to information (or awareness) about BCT services.
Other opportunities for better information sharing were seen with requests for “real-time info” or an app to track when the next bus comes. Both services are available on BCT’s website as well as trip planning applications like Transit or Google Maps. This presents BCT with an opportunity for more robust outreach and marketing to inform the public that these services are available to them.
Locations Not Currently Served
Respondents were asked to describe locations not currently served by BCT and that they would like to see BCT provide service to. An open-ended question, answers ranged from specific locations to streets that should have a transit line, as well as general areas. Themes from this question include:
• Service to LAX was highly desired by riders. While Line 109 currently provides service to the LAX City Bus Center, information about this service is lacking. Some responses did indicate the desire for an express service to LAX which does differ from the current Line 109. • Del Amo Mall was the most requested location by riders. While BCT does not currently provide service to Del Amo Mall, the previously operated Line 104 ran from Del Amo Mall to Palos Verdes, 23%
21%
28%
51%
50%
75%
0% 10% 20% 30% 40% 50% 60% 70% 80%
I had more information about BCT
The bus ran at different times
My trip time was comparable to driving
The bus was more reliable (arrived/departed on
time)
The bus went to more places
The bus ran more frequently
Factors that would increase riding frequency
80 Riviera Village, and along Catalina Ave to Redondo Beach Pier. The line was eliminated due to low ridership. Additionally, Torrance Transit operates almost all its services centered around the Del Amo Mall. While the BCT system map shows all other transit routes, connections, and destination information, additional publications providing destinations and transfers could be designed in coordination with the other transit operators.
• Schools were a common response from non-riders, who wanted service to Mira Costa High School, Parras Middle School, and the South Bay Adult School. Additionally, El Camino College and generally ‘middle schools’ were mentioned by riders.
• Polliwog Park was mentioned several times by riders, often noting a desire for service along Manhattan Beach Blvd, North Redondo Beach, or the Metro C Line (Green) station. • Streets were often requested by riders. These requests included: PCH, 190th, Aviation, Torrance Blvd as well as streets BCT already operates on like Hawthorne Blvd, Prospect Ave, and Artesia.
While many of these streets have transit service by BCT or other providers like Metro Bus, GTrans, or Torrance Transit, respondents may want to emphasize their importance or were simply unaware.
Bus Stop Amenities
Riders were asked to indicate what amenities they would like to see on BCT services. Figure 14 shows that riders would generally like to see a variety of amenities. Themes of cleanliness and information availability were also mentioned by those who chose to specify. Along with benches, lighting, and shelter (shade specifically), riders would like to see cleaner bus stops with trash and recycling cans. Physical bus information like QR codes or real-time signage was mentioned to provide better arrival information.
Figure 14: Bus stop amenities (multiple selections, 101 responses) 64%
58%
47%
27%
15%
0%
10%
20%
30%
40%
50%
60%
70%
Benches Lighting at bus
stops
Bus Shelters Bike Racks Other (please
specify)
Bus stop amenities
81 1.1.2.2 Line 102
BCT currently operates Line 102 from 6:00 AM to 8:30 PM on weekdays, 8:00 AM to 9:15 PM on Saturdays, and 9:15 AM to 7:00 PM on Sundays. Respondents were asked to indicate the earliest and latest times they would utilize bus service on Monday through Thursday, Friday, Saturday, and Sunday individually. Figure 15 shows that riders were primarily interested in either the latest option for morning service or uninterested in morning service at all. Service starting at 5:00 AM did receive an increase of interest with 15% of respondents indicating that 5:00 AM service Monday-Thursday would be utilized.
Considering the current service span and the relatively low interest in earlier trips, a change to the start times of Line 102 is not a priority.
82 Figure 15: Earliest times riders would utilize Line 102 service (62 responses) There was strong support for later service times on Line 102, particularly on the weekends. Figure 16 indicates while later service is not as much of a priority for riders during the weekdays (Monday-Thursday), it is very important on Friday, Saturday, and Sunday.
Figure 16: Latest times riders would utilize Line 102 service (65 responses)
1.1.2.3 Line 109
Line 109 operates during a wider service span than Line 102 with buses running from 6:00 AM to 9:45 PM Monday through Friday and 6:00 AM to 10:15 PM Saturday and Sunday. 0%
10%
20%
30%
40%
50%
60%
70%
N/A 4:00 a.m. 5:00 a.m. 6:00 a.m.
Earliest start time: Line 102
Monday - Thursday Friday Saturday Sunday
0%
10%
20%
30%
40%
50%
60%
N/A 7:00 p.m. 8:00 p.m. 9:00 p.m. 10:00 p.m.
Latest end time: Line 102
Monday - Thursday Friday Saturday Sunday
83 Riders indicated that similarly to Line 102, earlier service was not a priority. Figure 17 shows the same preference as Line 102, with riders favoring 6:00 AM service or not interested in morning service and responding N/A.
Figure 17: Earliest time riders would use Line 109 (76 responses) The latest Line 109 operates is currently 10:15 PM on weekends. As Line 109 operates along the busier, nightlife areas of the Beach Cities, riders were asked to indicate their use of late-night service with buses operating until midnight.
Figure 18: Latest time riders would use Line 109 (79 responses) Figure 18 shows that riders overwhelmingly support later service on Friday and Saturday nights. Comments like, “If the 102/109 would run later in the day, past 8” and “Late night hours after summer concert ends” 0%
10%
20%
30%
40%
50%
60%
N/A 4:00 a.m. 5:00 a.m. 6:00 a.m.
Earliest start time: Line 109
Monday - Thursday Friday Saturday Sunday
0%
10%
20%
30%
40%
50%
60%
N/A 9:00 p.m. 10:00 p.m. 11:00 p.m. Midnight
Latest end time: Line 109
Monday - Thursday Friday Saturday Sunday
84 indicate a desire for later service. This sentiment was additionally supported by comments that pointed to the dangers of drunk driving and the need for transit coming home from bars and other nightlife activities.
1.1.3 KEY TAKEAWAYS
Based on feedback from BCT riders, key themes surrounding the strengths and weaknesses of the fixed route service were identified. These include:
• The profile of BCT users responding to the survey is one that infrequently rides, traveling for leisure purposes but includes a subset of more frequent use, captive (non-driving) riders who travel to school at a higher rate than non-captive riders. Seeking reliable transportation to restaurants, bars, and other evening activities, riders highly favored later service on both Lines 109 and 102. • Riding respondents were overall satisfied with the service BCT provides particularly the value of fare as well as the cleanliness and comfort of vehicles. Despite this, respondents desired improved reliability and increased frequency of bus service.
• Information is predominantly acquired at stops through signage and the use of real-time bus tracking apps like Google Maps or Transit App. Information about the system falls short concerning where BCT and other bus services operate (Line 109 to LAX, Torrance Transit around Del Amo Mall, etc.) and general knowledge about BCT services.
• Riders frequently desired more locations served by BCT. These often included those served by other transit agencies in the South Bay. This desire was complemented by a slight increase in dissatisfaction with the ability to transfer between systems.
1.2 WAVE Riders4
The WAVE survey collected 11 valid responses from South Bay residents that indicated previous use of the service. The low number of responses is unsurprising for a survey of dial-a-ride riders; currently, the WAVE saw 4,845 unlinked passenger trips in 2021 (NTD Agency Profile), or about 13 average daily WAVE riders, so these responses represent about 83% of daily riders. Questions included demographics, WAVE usage, fixed-route use, and opinions on the service and where it could improve.
1.2.1 RIDER PROFILE
Results from WAVE survey respondents who indicated their ZIP codes are seen in Table 2 and show an even split between the two cities served by the WAVE, Hermosa Beach, and Redondo Beach. Most respondents indicated their ethnicity to be white or Caucasian (Figure 19) and all identified as women. 4 Please note that due to the low number of responses on the WAVE rider survey, survey results may not be indicative or reflective of actual WAVE riders.
85 Additionally, respondents indicated income ranges (Figure 20) for all categories except for $75,000 and above.
Table 2: Home ZIP code of WAVE riders (6 responses)
Zip Code Percent City
90254 50% Hermosa Beach
90277 33% Redondo Beach
90278 17% N. Redondo Beach
Figure 19: WAVE ride ethnicity (multiple selections, 7 responses) 14%
14%
57%
14%
Ethnicity of WAVE riders
Prefer not to say
Hispanic or Latino
White or Caucasian
Asian or Asian American
86 Figure 20: Income ranges of WAVE riders (7 responses) Responses regarding eligibility for WAVE services (Figure 21) indicate that age is the primary factor, rather than disability, in using dial-a-ride. A portion of respondents (29%) indicated that despite eligibility for WAVE services, they are not registered for the service.
Figure 21: WAVE eligibility and registration status (7 responses) WAVE riders who responded to this survey are generally infrequent users (Figure 22) riding the WAVE less than once a month. No WAVE riders indicated they ride “five or more days a week” or selected the option for “once a week or less.”
14% 14% 14% 14%
43%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Under $15,000 Between
$15,000 and
$29,999
Between
$30,000 and
$49,999
Between
$50,000 and
$74,999
Don't
know/prefer not
to say
WAVE income range
14%
57%
29%
WAVE eligibility
I am a registered
WAVE user due to a
disability
I am a registered
WAVE user due to
being 62 or older
I am eligible for the
WAVE but not
registered
87 Figure 22: Frequency of WAVE use (7 responses)
1.2.2 TRIP PURPOSE
The primary use for WAVE services was for rides to non-dialysis, medical appointments. Figure 23 shows that other trip purposes were errand or leisure-driven, with shopping and visiting families or friends indicated. The other category included:
• Childcare responsibilities (traveling with children)
• Traveling to dialysis
No respondents indicated they use the WAVE for school, work, or travel to entertainment or recreation.
Figure 23: WAVE trip purpose (multiple selections,11 responses) Apart from WAVE usage, only 29% of respondents indicated they currently use Line 102 or 109 (Figure 24). 14% 14%
71%
0%
10%
20%
30%
40%
50%
60%
70%
80%
3-4 days per week 1-2 days per week Once a month or less Frequency of WAVE use
9%
27%
27%
55%
0% 10% 20% 30% 40% 50% 60%
Visit family/friend
Grocery shopping or other shopping
errand
Other (please specify)
Medical/healthcare/dental, reasons other
than dialysis
WAVE use
88 Figure 24: Fixed-route use among WAVE riders (7 responses) Figure 25: Factors that prevent fixed-route service use (multiple selections, 11 responses) WAVE riders indicated their reasons for not using fixed-route services in Figure 25. While lack of information and proximity to a bus stop was indicated, most respondents preferred to describe their own limiting factor. Of the “Other (please specify)” category preferring to drive their own car was mentioned most often. While WAVE riders prefer to drive, they often indicated they would ride the WAVE due to an injury limiting or prohibiting them from driving. One WAVE rider summed that sentiment with the comment, “I drive my car unless I am injured, post-surgery, etc.” Other limitations included a lack of information about or infrequency of BCT fixed-route service.
29%
14%
57%
Fixed-route use among WAVE riders
Yes, I currently ride
Line 102 or 109
Yes, I used to ride Line
102 or 109 but no
longer do
No
14%
29%
29%
57%
0% 10% 20% 30% 40% 50% 60%
The bus stop I would need to use is not accessible
There is no bus stop near me
I am unsure about how to use the bus
Other (please specify)
Reasons for not using fixed route services
89 1.2.3 SATISFACTION AND IMPROVEMENTS
WAVE riders were asked to provide feedback on their satisfaction with the dial-a-ride services provided by BCT. Figure 26 shows that overall riders are very satisfied with the service provided by the WAVE. While no riders express “extreme dissatisfaction” notable areas of improvement include:
• Ride delivery: scheduling, reliability, and convenience of pick-up/drop-off time. • Registration process
• Service area
Figure 26: Satisfaction for WAVE services (5 responses) Survey respondents who ride the WAVE indicated their satisfaction with 43% expressing extreme satisfaction at the overall experience. Driver behavior and helpfulness were remarkably high with most 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
WAVE goes where I need it to go
Total travel time on the WAVE
Hours the WAVE service is available
Registration process
Convenience of pick-up and drop-off times
Reliability of the WAVE
Scheduling trip with the dispatcher
Cleanliness of the vehicle
Personal safety waiting for and during your trip
Value for paid service
Driver behavior/helpfulness
Overall experience with WAVE
Satisfaction for WAVE services
NA / Prefer Not to Say Extremely Dissatisfied Dissatisfied No Opinion/Neutral Satisfied Extremely Satisfied
90 respondents extremely satisfied. As Figure 26 indicates other areas the WAVE excels at are the value, safety, and vehicle cleanliness. The areas where the WAVE service struggles -according to those who responded to the survey- are primarily before getting onto a vehicle. Lower satisfaction levels included the scheduling process, reliability, pick-up/drop-off times, and the registration process. While these areas did have more dissatisfied respondents, the satisfaction responses ranged from 43% to 57% for these areas.
Figure 27 displays the frequency at which WAVE rides indicated the likelihood of a service change to increase their ridership. The WAVE serving a larger area was the primary factor with a comment requesting service to the Costco in Torrance, but other areas of improvement included:
• Trip scheduling – riders would like to use the web or app-based services to schedule and be updated about their trips. Twenty-seven percent of respondents indicated a phone call (or potentially other forms of notification) was desired.
• Better information – a large portion of respondents (27%) didn’t feel like they had enough information about WAVE services. This is summed up by the comment, “I didn’t know we had it.” • Reliability – although not a selection, respondents commented that poor reliability turned them away. Comments included, “I quit when they did not show up for the third or fourth time,” and “If they showed up. They no showed us 3 times and we switched to Uber,” Figure 27: Service changes to increase the frequency of ridership (multiple selections, 11 responses)
1.2.4 KEY TAKEAWAYS
Respondents who ride the WAVE are generally satisfied with the service but would like to see expanded service and information. Notable areas from this feedback include:
9%
9%
9%
18%
27%
27%
27%
36%
0% 5% 10% 15% 20% 25% 30% 35% 40%
The WAVE operated later in the day
I could ride alone
Other (please specify)
I could get a phone call from the WAVE to let me know the driver is arriving within 5-10 minutes
I had more information about the WAVE
I could use an app or website to book my trips
I could track my trip on an app
I could travel farther distances than Redondo Beach,
Hermosa Beach or Torrance
Ways to increase ridership frequency
91 • Based on survey responses, WAVE clients are generally infrequent riders who travel to medical appointments. All respondents indicated having access to a vehicle and preferring to drive. They would utilize the WAVE when something like an injury limited their ability to drive a personal vehicle. Supported by analysis of client data, it should be noted that the survey sample didn’t capture frequent WAVE riders who rely on the service as a necessary means of transportation. • WAVE riders were overall satisfied with BCT dial-a-ride service once they were onboard. The signup, scheduling, and pickup process solicited the most dissatisfaction from survey respondents.
Although important aspects of the service were not as satisfactory to some, satisfaction was particularly high around drivers and included praise like, “The drivers on The WAVE are very courteous, kind, friendly, and helpful! They’re great.” • Riders indicated some of the lowest satisfaction around the service area of the WAVE. Additionally, when asked to indicate ways to increase ridership frequency, the highest support from respondents was oriented towards traveling further distances than Redondo Beach, Hermosa Beach, and Torrance.
• Survey respondents indicated that information about WAVE services is lacking as comments like, “community needs more info” and “send eligible people info on this,” demonstrate. Of the respondents, 29% indicated they’re eligible for the WAVE but are not registered which points to a lack of access to information about the registration process. While WAVE information is available on the City website, at Senior Centers and libraries, and can be requested at City offices, overall, riders who have used the service feel they don’t have access to enough information about the WAVE.
1.3 Non-Riders
The non-rider survey collected 126 valid responses from residents of the Beach Cities and surrounding area. In addition to demographic questions, non-riders were asked to indicate their propensity to transit as well as changes to service that would encourage them to ride BCT services.
1.3.1 DEMOGRAPHIC COMPARISON
Comparing non-riders to riders of BCT services provides a more specific look at who is using and not using BCT fixed-route or WAVE dial-a-ride.
While most respondents had cars available in the household (Figure 28), zero-vehicle households were only present in the rider category. This is expected as non-drivers are often considered captive riders on transit. Additionally, WAVE riders indicated they would only use dial-a-ride services when an injury prevented them from driving but not due to lack of vehicle access. 92 Figure 28: Number of vehicles per household by survey (234 combined responses) Generally, non-riders indicated higher incomes overall than other demographics, with 66% reporting incomes of $75,000 or higher (Figure 29), while this range was reported at 50% for riders and not at all for WAVE riders. The non-response (don’t know/prefer not to say) was popular among all demographics, but the WAVE respondents chose this at a higher frequency than any other option.
Figure 29: Income ranges by survey (234 combined responses) Survey responses were gathered from all the Beach Cities as well as the surrounding area. Table 3 shows that the largest segment of respondents came from Redondo Beach. Non-riders were less likely to live in North Redondo Beach than riders. Additionally, a large portion of the non-rider responses came from Torrance, which BCT (apart from WAVE satellite locations) does not serve. 12%
100%
47%
34%
30%
47%
7%
15%
4%
4%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
WAVE Rider
Rider
Non-rider
Number of vehicles per household
None One Two Three or more Prefer not to say
1%
6% 9% 5%
50%
30%
2% 1% 3% 4%
66%
24%
14% 14% 14% 14%
0%
43%
0%
10%
20%
30%
40%
50%
60%
70%
Under $15,000 Between
$15,000 and
$29,999
Between
$30,000 and
$49,999
Between
$50,000 and
$74,999
Over $75,000 Don't
know/prefer not
to say
Income range
Rider Non-rider WAVE rider
93 Table 3: ZIP code responses for all three surveys (228 combined responses) ZIP Code Non-riders Riders WAVE riders City
Prefer not to say - 1% -
90245 5% 6% - El Segundo
90250 4% 2% - Hawthorne
90266 6% - Manhattan Beach
90274 4% - - Rolling Hills/Palos Verdes
90254 - 20% 50% Hermosa Beach
90277 42% 28% 33% Redondo Beach
90278 14% 26% 17% N. Redondo Beach
90503 28% 2% - Torrance
Other (please
specify) 2% 10% -
1.3.2 PROPENSITY TOWARDS TRANSIT
The non-rider survey asked questions that sought to gauge the value non-riders had for BCT and what factors were present in them not riding. Figure 30 through Figure 32 provide a look at different factors nonriders were asked to gauge their propensity to transit use. Take-aways include:
• Less than a quarter of non-riders have had experience with BCT services. Of this subsect, only 10% would not consider riding BCT (Figure 31) and largely cited location as the limiting factor (BCT service area or ease of other modes).
• Transit is generally valued in the South Bay with 85% of non-riders supporting the statement, “Public transit is an important service to the community.” Most of the remaining responses strongly disagree with the statement which goes in line with the ~15% of respondents that adamantly opposed transit.
94 Figure 30: Non-rider previous use of BCT fixed-route or WAVE dial-a-ride (126 responses)
Figure 31: Likelihood of non-rider using BCT when
regular mode unavailable (125 responses)
Figure 32: Non-rider opinion towards the value of transit for the community (125 responses) Comments from South Bay residents not willing to consider BCT services (Figure 31) generally fell into one of three categories: safety, value, and information. These sentiments included:
• Safety is a concern with words like “crime,” “homelessness,” and “dirty” associated with this opinion.
• Value was also noted in that the bus takes too long or “it’s easier to call a ride service,” and “I’d rather take my bike.”
• Lack of information and experience with BCT services was commonly noted. Some respondents put it simply with “I don’t know enough about it,” while others requested a bus to Manhattan Beach, demonstrating a lack of knowledge as Line 109 travels through Manhattan Beach.
1.3.3 SYSTEM IMPROVEMENTS
Figure 33 shows the factors that would encourage non-riders to ride more often or try riding. A frequent theme throughout the engagement, the lack of information about BCT is a large barrier to using the system.
Other factors included:
23.02%
76.98%
Previous BCT use
Yes
No
82%
18%
Consider using BCT
Yes
No (please
describe why not)
13% 2% 20% 65%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Public transit is an
important service for the community
Sees transit as valuable for the community
Strongly Disagree Disagree No Opinion/Neutral Agree Strongly Agree 95 • Comparability to driving – non-riders would like to see service that was available in more places and went to destinations quicker with minimal wait times.
Figure 33: Factors to encourage ridership among non-riders (multiple selections,126 responses) Non-Rider Desired Locations for BCT Service
Non-riders generally asked for service to LAX and Del Amo Fashion Mall. LAX was by far the most requested location by non-riders indicating a fundamental lack of knowledge about the system. Some additional locations included:
• Schools including Parras Middle School, South Bay Adult School, and Mira Costa High School (serviced by Torrance Transit)
• Malaga Cove Plaza (Palos Verdes)
• Prairie and 190th Ave
• East-west service from Metro C Line (Green) Station to Manhattan Beach along Manhattan Beach Blvd.
1.3.4 KEY TAKEAWAYS
Representing over 50% of the survey responses, Beach Cities residents who don’t ride transit are an interested population who lack the information to utilize transit. Among these findings, others included:
4%
4%
6%
11%
12%
19%
33%
37%
44%
52%
0% 10% 20% 30% 40% 50% 60%
Nothing, I prefer to bike/walk
Nothing would encourage me to ride BCT more often
I felt more comfortable transporting children…
Nothing, I prefer to drive, and I have a vehicle
The bus ran at different times
The bus was more reliable (arrived and departed on-time) The bus ran more frequently
The bus went to more places
My trip time was comparable to driving
I had more information about BCT
Factors to encourage transit use
96 • Non-riders had a higher rate of access to personal vehicles, were more likely to live in Redondo Beach, and not be a student. This translated into only a quarter of non-riders having any previous experience with BCT.
• While 85% of non-riders agreed with the statement that “public transit is an important service for the community,” words like “crime”, “homelessness,” and “waste of time” are associated with why nonriders wouldn’t consider riding. Furthermore, a large portion of non-riders (82%) would be interested in riding, but the remaining 18% have an entrenched, low opinion of public transit. • Lack of information: many of the barriers to transit use identified by non-riders, the bus doesn’t go where needed, unsure of the nearest BCT stop, what types of services are available, etc., would be addressed by improved outreach and information availability. 2 In-person engagement
Additional one-on-one conversations were conducted with BCT stakeholders outside of the engagements which were conducted via surveys, pop-ups, and focus groups. The following information was provided by stakeholders, most amplifying comments that the study team had previously heard.
2.1 Overview
A Participant stated that more easily accessible printed materials available in businesses (grocery stores were mentioned) regarding BCT services and bus schedules would encourage them to consider using BCT more often.
A Participant, like some stated in pop-up events, mentioned just generally having better line connections to places they may consider going. The “limitation” of the routes prevents them from exploring the region more by utilizing BCT.
A Senior stakeholder discussed their desire to start using the service regularly - both fixed line and possibly Dial-a-Ride - in the future. When the stakeholder was given a description of “travel training”, they stated that they would find it beneficial and they would definitely use a training.
An overarching and repeated theme in one-on-one discussions was a desire to have more general information about the lines. “Maybe if I knew more about the services I would consider using it more.” In a follow-up one-on-one conversation with a focus group member, they stated that they get most of their information about current events and civic affairs specifically from Facebook. When told that BCT did not have a presence on Facebook, the stakeholders stated that this may be the reason they know very little about BCT.
There were only two incoming email submissions beyond interactions with stakeholders who wished to attend a focus group session. One email submission stated, “I hope you continue to run the 109 service. I like the way it's coordinated and I’m looking forward to the airport connector (in reference to Los Angeles International Airport).
97 A longtime daily bus Rider attended not only all of the focus groups meetings but also had additional oneon-one comments. The Rider stated that they used BCT lines throughout high school (Redondo Beach Union) and now uses the line to commute to work and for general needs. The Rider shared input on current and future routes. What stood out in conversation with the Rider is this: though opportunities for improvement were stated, their overall satisfaction with the line was apparent and stated.
Another Senior stakeholder - who has never utilized public transportation but is now considering it - stated that they had no idea where to start their research until the conversation they had with the service study team. The Senior, who is an avid user of technology, stated that they have yet to use any municipal services that are targeted/marketed to Seniors (“I’m old but not ‘that’ kind of old”) but anticipates needing transportation assistance/rides in the future. The Senior stated that they would need easily accessible information on the Internet to consider using Dial-a-Ride. “I’d rather waste my money on Uber than waste my time searching for info about public rides.”
2.2 Themes from comments
From across the in-person engagement process, comments and impressions were compiled, providing a measure of the sentiment around BCT and transit in the South Bay. Below are highlighted comments that exemplify those conversations.
• WAVE – “I have recently called and got no answer and their Voice Mailbox was full” • “I don’t want elders on the road – not everyone can drive” • “Public transit is good — but you cannot control the people who ride (Metro rider) • “Clean up the homeless (Metro rider)
• “Police need more presence on trains and at stations. I am usually alone. It is depressing to see (Metro rider)
• “There is an unsafe perception. It’s better with the Sherrifs (Metro rider) • “BCT buses are clean
• “The only time I use the bus is to go to Dodger Stadium • “I only use the line to go to the beach
• “Public transit should provide free parking lots if they want people to ride • “I am a day laborer who just moved to CA from Texas. I use the Long Beach Park & Ride • “We need faster headways.
• “I didn’t even realize the 109 was part of BCT” (Spanish speaker) • “I am not familiar with BCT at all.”
• “I have never heard of BCT. I drove today and sometimes I use Metro” • “The app is not synched up to the bus schedule”
• “Consistency of bus schedules is the key to me riding more” • “We need better routes to City Centers”
• “I lived in Hong Kong for 2 years. Local transit is like a 3rd world country” • “Give us a direct route to LAX during peak hour times!” 98 3 Conclusions
Collecting over 280 detailed opinions from the Transit Services Study Survey, and many more in-person and virtual impressions, South Bay communities gave feedback on and were informed about BCT services.
Highlights from this process include conclusions regarding areas of improvement and continued success.
Information or the lack thereof was a theme across demographics and transit preferences. BCT ensures that information about its services is available through a variety of different sources and mediums, including on the BCT website, through Twitter, onboard buses, at bus stops, and local senior centers and other community centers. A repeated theme across survey results and from engagement is a sentiment that people do not have adequate information about BCT services, which signals a need to explore strategies that can connect people with information and raise public awareness about where information can be found.
Insights regarding information availability include:
• Real-time apps were widely used by BCT riders and often their only source of information pertaining to service notifications.
• Bus stop improvements pointed to the desire for more and better information about the routes and system as a whole when at a bus stop.
• Among non-riders, access to more information was the biggest factor that would increase their use of transit. While BCT provides information through a variety of sources, these comments suggest that non-riders are unaware of where to find the information. Strategies to address this are discussed in greater detail in TSS 2, Section 6.4.
Those without access to a vehicle are more likely to take the bus. While this is to be expected, it bares pointing out that all non-riders indicated they had access to vehicles, whereas 12% of riders did not have access. BCT provides essential services to South Bay community members. Additionally, WAVE users (all who had access to a vehicle) indicated they used transit only when unable to drive due to an injury or some other reason.
Community members would generally like to see more frequent buses that run later into the evenings. Later trips were particularly desired on the weekends with supporting discussion about access to bars, restaurants, and entertainment. Additionally, there was a desire for more frequent bus service.
Community members who utilize WAVE services provided a smaller portion of feedback but did provide a clear perspective on where improvements in the service were needed. Core aspects of the service are where clients are most dissatisfied including service registration, scheduling, pick-up/drop-off times, and reliability. Once a rider is aboard the service, they are generally very satisfied with the service quality.
Overall, while BCT provides services that are valued and perceived as high quality by its riders, gaps are still present. Addressing the need for connecting the general public to information sources as well as riders 99 will go a long way in reinforcing BCT’s services. This coupled with service modifications and improvements to better suit the desires of current riders could heighten the overall profile of BCT.
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Date Event City Location
5/20/22 Senior Fair Manhattan Beach MB Senior Fair
1. We want the bus to go on Aviation to Mira Costa High School and the beach.
2. East-West connection on Aviation Boulevard.
3. Bus to the beach on either Manhattan Beach Boulevard or Marine Avenue.
4. Please make sure that there are printed Maps.
5. Manhattan Beach Boulevard extended to Highland to Artesia loop.
6. Beach bus weekend Express.
7. Express bus to LAX Airport.
Date Event City Location
7/14/22 Pop-up #1 El Segundo Douglas Station
1. Extend route to Westchester Parkway / Metro 115.
2. BCT bus is always late or never comes near airport.
3. Sometimes I don't see any detours on the real-time app. Real-time has been down.
4. I like G-Trans website and want the same from the BCT website.
5. Northrop discontinued the shuttle to the Douglas Station.
6. I take BCT at LAX bus station to Manhattan Beach.
7. I would like shuttles to the events such as Fiesta Hermosa.
8. I would like a beach bus to Fiesta Hermosa.
9. I want a beach bus to Manhattan Beach.
10. BCT schedule needs to match the Green Line schedule.
11. If I knew the routes, I might take the bus.
12. BCT bus goes too fast. Sometimes the drivers pass the bus stops. The schedule is always late.
13. I do not use the real time app because I take the same route to work every day.
14. I live in Hawthorne. I would like to go to concerts at Polliwog Park on Manhattan Beach Boulevard.
15. The price is good at $1. It is cheaper than buses in the Bay Area.
16. I want BCT to go from Manhattan Beach Boulevard to Manhattan Beach Pier.
17. You need a BCT website.
18. Detours are confusing. The app does not show where to pick up the bus.
19. I take Metro everywhere. Never tried BCT.
20. I called BCT and nobody answered the phone.
21. I work at El Segundo Plaza. Need a late bus around 10 p.m. I live in South Los Angeles.
22. Bus drivers are rude.
23. Why do bus detours not go to event destinations like Beach Festival Fiesta or concerts on the pier?
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APPENDIX G: SURVEY – COMMENT LOG
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Date Event City Location Comment
7/20/22
Senior Open
House
Redondo
Beach Veterans Park
Add stop at Pacific Crest Cemetery in
Redondo Beach. BCT service is appreciated.
Date Event City Location
7/21/22 Pop-up #2 Redondo Beach Redondo Beach Farmers Market
1. Can the WAVE go to the Farmers Market at 9 a.m. or 10 a.m. on a regular schedule?
2. Riviera Village to Redondo Beach Pier - Veterans Park is too far to walk with stuff.
3. Direct bus to LAX Airport with maybe three stops.
4. Where is the website for BCT? Not City website; it's hard to find information.
5. I come from the Valley to Redondo Beach on Access.
6. When will the Green Line open? Does BCT connect to the new station?
7. Make it easier to fill out the senior application.
8. LAX express bus with AM and PM Peak service hours.
9. Make Beach bus frequency every 15 minutes.
10. Beach bus to Manhattan Beach. Frequency every 15 minutes during the summer. The sand and beach is better in Manhattan Beach.
11. Why can't I transfer BCT buses at the Redondo Beach Pier?
12. Airport Express direct to and from LAX-Redondo Beach station.
13. Destinations LAX: DTLA from Riviera Village at Trader Joe's.
14. Line 102 riders need more transfers to Line 109.
15. Bus to concerts, especially Fiesta Hermosa.
16. Does the WAVE go to the Farmers Market every week?
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Date Event City Location
7/22/22 Farmers Market Hermosa Beach Hermosa Beach Farmers Market
1. Events of the day should be posted on the website.
2. The route should be more than for "rich" areas, along the beach. Extend the route. Prospect Avenue (N/S) and Meadows Ave (N/S). Extend Aviation routes east and west.
3. Use visual photos instead of needing all languages for postings. Suggested art at the bus stop or on panels in the busses.
4. More frequent stops; bus every 15 minutes.
5. I would take the bus to Manhattan Beach farmers market if it came more often not every 30 minutes.
6. Need to cater to tourists taking Line 109 especially for the Olympics.
7. Need new express route on Marine Avenue.
8. No, I have never taken the bus because it is dangerous.
9. I think the bus should go to Fiesta Hermosa.
10. Is there a BCT website?
11. I took the bus in high school. Need more buses in the afternoon.
12. Keep the bus clean! Once I found a crack pipe on the bus when I took BCT in high school.
13. Bus doesn't go where you want to go. Why doesn't it go to the west side?
14. Thank you for being at the Farmers Market in Hermosa Beach. I take the bus to the beach.
15. Maybe Line 109 line should not be so long. I like local shuttles.
16. I never take the bus, but I will try BCT to Farmers Market.
17. New route suggestion: from Huntington Beach City Council, Grand to Vista Del Mar to Imperial.
It will create access for the underserved community.
18. The challenge is to get to the west side.
19. I will try the bus from Hermosa to Redondo Beach. Never knew about it.
20. Reroute Line 109. The loops in Manhattan Beach & El Segundo - who does it serve?
21. Representative Aaron Forbuger suggested event bus to community events - concerts, seasonal service at peak hours.
Date Event City Location
7/27/22 Pop-up #3 Perry Park Hermosa Beach Farmers Market
1. I take Line 102 to the beach. Align Line 109 transfer at the pier would be good.
2. Where does the bus go? Will it take me here to Perry Park?
3. I would like to go to the LAX Express.
4. Promote bus lines at the senior centers. Interested in travel training.
5. I got the survey from the senior center email. The survey was confusing.
6. I take the WAVE to the Green Line and on to LAX Airport. Did a field trip with the senior center.
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7. BCT fixed route should go to Perry Park.
Date Event City Location
8/11/22 Farmers Market El Segundo El Segundo Famers Market
1. I use MOOVIT app. It is accurate.
2. How about going to UCLA?
3. I did not know El Segundo had a bus system. I will try it for fun to go to the beach.
4. Is there a stop on Grand? There are lots of local stops.
5. Interested in going to the Manhattan Beach Mall.
6. Excited about connection to Crenshaw line. Also the regional connector to DTLA.
7. I use Google and Apple Maps not the BCT transit app. I go to work near Imperial Highway.
8. I use BCT for Manhattan Beach and Redondo Beach destinations for recreation.
Date Event City Location
4/15/23 Springfest Redondo Beach Aviation Park
1. Expand as much as possible
2. We don't ride and probably never will
3. My mom rides BCT but we didn't know about WAVE
4. Keep a stop @ Recommendation "B"
5. Keep the stop at SB Galleria as you continue to plan
6. Domestic workers will use "C"
7. Please have stops around the South Bay Galleria
8. Micro transit for seniors to go door-to-door would be nice
9. Can I connect to C Line @ the new bus center?
10. We'd like a route to Mira Costa High School
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Public Outreach Summary Report
APPENDIX G: SURVEY – COMMENT LOG
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Summarized General Comments (throughout engagement)
1. WAVE – “I have recently called and got no answer and their Voice Mailbox was full”
2. “I don’t want elders on the road – not everyone can drive”
3. “Public transit is good — but you cannot control the people who ride (Metro rider)
4. “Clean up the homeless (Metro rider)
5. “Police need more presence on trains and at stations. I am usually alone. It is depressing to see (Metro rider)
6. “There is an unsafe perception. It’s better with the Sheriffs (Metro rider)
7. “BCT buses are clean
8. “The only time I use the bus is to go to Dodger Stadium
9. “I only use the line to go to the beach
10. “Public transit should provide free parking lots if they want people to ride
11. “I am a day laborer who just moved to CA from Texas. I use the Long Beach Park & Ride
12. “We need faster headways.
13. “I didn’t even realize the 109 was part of BCT (Spanish speaker)
14. “I am not familiar with BCT at all.
15. “I have never heard of BCT. I drove today and sometimes I use Metro
16. “The app is not synched up to the bus schedule “
17. “Consistency of bus schedules is the key to me riding more
18. “We need better routes to City Centers
19. “I lived in Hong Kong for 2 years. Local transit is like a 3rd world country
20. “Give us a direct route to LAX during peak hour times!”
21. A Participant stated that more easily accessible printed materials available in businesses (grocery stores were mentioned) regarding BCT services and bus schedules would encourage them to consider using BCT more often.
22. A Participant, like some stated in pop-up events, mentioned just generally having better line connections to places they may consider going. The “limitation” of the routes prevents them from exploring the region more utilizing BCT.
23. A Senior stakeholder discussed their desire to start using the service regularly - both fixed line and possibly Dial-a-Ride - in the future. When the stakeholder was given a description of “travel training”, they stated that they would find it beneficial and a training they would definitely use.
Beach Cities Transit
Transit Services Study April 28, 2023
Public Outreach Summary Report
APPENDIX G: SURVEY – COMMENT LOG
105
Summarized General Comments (throughout engagement) con’t
24. An overarching and repeated theme in one-on-one discussions was a desire to have more general information about the line. “Maybe if I knew more about the services, I would consider using it more.” In a follow-up one-on-one conversation with a focus group member, they stated that they get most of their information about current events and civic affairs specifically from Facebook. When told that BCT did not have a presence on Facebook, the stakeholder stated that this may be the reason they know very little about BCT.
25. A longtime daily bus Rider attended not only all of the focus groups meetings but had additional one-on-one comments. The Rider stated that they used BCT lines throughout high school (Redondo Beach Union) and now uses the line to commute to work and for general needs. The Rider shared input on current and future routes. What stood out in conversation with the Rider is this: though opportunities for improvement were stated, their overall satisfaction with the line was apparent and stated.
26. Another Senior stakeholder - who has never utilized public transportation but is now considering it - stated that they had no idea where to start their research until the conversation they had with the service study team. The Senior, who is an avid user of technology, stated that they have yet to use any municipal services that are targeted/marketed to Seniors (“I’m old but not ‘that’ kind of old”) but anticipates needing transportation assistance/rides in the future. The Senior stated that they would need easily accessible information on the Internet to consider using Diala-Ride. “I’d rather waste my money on Uber than waste my time searching for info about public rides.”
Beach Cities Transit
Transit Services Study April 28, 2023
Public Outreach Summary Report
APPENDIX H: PUBLIC MEETING POP UP PROJECT BOARDS
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Project Boards