CITY OF RICHMOND
PARATRANSIT SERVICES
PERFORMANCE IMPROVEMENT PLAN UPDATE
RICHMOND CITY COUNCIL MEETING
OCTOBER 1, 2024
Presenters: LaShonda White, Deputy City Manager – Community Services Wayne Tanda, Consultant
RECOMMENDED ACTION
• RECEIVE a presentation regarding the Richmond Paratransit Audit commissioned by the Contra Costa Transportation
Authority;
• APPROVE the City of Richmond’s responses to the Audit and the Performance Improvement Plan; and
• AUTHORIZE the reduction of the cost pool amount allocated to the Richmond Paratransit Program by $351,000 in Fiscal Year 2024-25 which would increase the General Fund’s obligation by $351,000
OVERVIEW
1. Richmond Paratransit Services
2. Paratransit Audit
3. City’s Performance Improvement Plan
• Accurate Performance and Financial Data
• Continuous Monitoring, Evaluation, & Incremental Improvements • Functional Paratransit Vehicles
• Paratransit Staffing
• Lower Administrative Cost (Cost Pool Allocation)
4. Next Steps
5. Outreach
RICHMOND PARATRANSIT
• Since 1976, the City of Richmond has provided paratransit services for seniors and mobility impaired adults.
• R-Transit program - a door-to-door demand responsive service using the City’s specialty equipped vehicles operated by trained City staff
• LYFT - Launched in 2018, serves all seniors via the LYFT app that provides on demand curb-to-curb trips
• Paratransit is funded through Measure J - dedicated to transportation for seniors and people with disabilities, commonly referred to as paratransit
• Contra Costa Transportation Authority administers Measure J funds
OVERVIEW OF RICHMOND PARATRANSIT
SERVICES
Program Service Provider Projected
Annual
Rides
Funding Source
R-Transit with
City Staff
Door-to-door City staff 2,100 Measure J
R-Transit with
TransMetro
Door-to-door TransMetro 600 Environmental &
Community
Investment
Agreement
R-Transit with
Lyft
Curb-to-curb Lyft 19,000 Measure J
RICHMOND PARATRANSIT SERVICE AREA
RICHMOND PARATRANSIT AUDIT
• In February 2024, the CCTA Board authorized an audit of the Richmond paratransit program for the five-year period from FY 2018-19 through FY 2023-24.
• The audit was completed in June 2024.
• Paratransit audit included 29 findings/recommendations • Per CCTA’s direction, the City submitted a Letter of Intent to CCTA on July 20, 2024, stating intention to continue providing paratransit services
• Per CCTA’s direction, City submitted Performance Improvement Plan to CCTA on August 19, 2024, outlining a proposed plan to improve service delivery, evaluate staffing needs, and address the high cost pool allocation
FY 2024 -25 PARATRANSIT PERFORMANCE
IMPROVEMENT PLAN
# Desired Outcome Audit Recommendation
1 Accurate performance and financial data 1,4,5,12,13,19,20,23 2 Continuous monitoring, evaluation, & incremental improvements 3,4 3 Functional paratransit vehicles 16
4 Paratransit staffing 17,21,22
5 Address administrative cost 7,8,9
6 Approve Measure J funding for FY 2024-25 1,2,5,6,9
7 Resolve Measure J funding for previous fiscal years 5,6 8 Transfer paratransit program to Public Works 5
9 Increase patronage 15, 24, 25, 26, 27, 28
10 Increase customer satisfaction 29
11 Reduce cost/trip – ambulatory and non-ambulatory 10,11 12 Assessment of service delivery options for FY 2025-26 13 Approved Measure J funding for FY 2025-26 2
1. ACCURATE PERFORMANCE AND
FINANCIAL DATA
INFORMATION FROM VIA
OPERATIONS CENTER
INFORMATION FROM LYFT
OTHER CITY SOURCES
(ON-LINE)
2. CONTINUOUS MONITORING,
EVALUATION, & I NCREMENTAL
IMPROVEMENTS
Bi-weekly meetings with Via; and as needed with
TransMetro and Lyft
Monthly reports to monitor performance and financials Institute data driven continuous improvement process
with Paratransit Team
Draft Sample of a Monthly Report - July 2024 Report
Activity Description Program/Provider
City TransMetro Lyft
Registered Richmond residents Residents in the City of Richmond XXXX XXXX Registered unincorporated residents Residents in unincorporated service areas XXXX XXXX Total registered residents Total of incorporated and unincorporated residents XXXX XXXX Registered Richmond clients that use service Clients in the City of Richmond 25 13 Registered unincorporated clients that use service Clients in unincorporated service areas 1 2 Total registered clients that use service Sum of Richmond and unincorporated clients who used service 26 15 Registered client boardings Each time a client boards a vehicle 166 42 Attendee and guest boardings Each time a client's attendee or guest boards a vehicle 0 2 Passenger boardings Sum of client and attendee and guest boardings 166 44 Revenue service hours Total hours that Paratransit vehicles are in revenue service 107.2 XXXX Passenger boardings/revenue service hours Total passenger boardings divided by revenue service hours 1.55 XXXX Revenue service miles Total miles that all vehicles operated while in revenue service 578 XXXX Average passenger trip distance Total revenue service miles divided by the total pass. boardings 3.5 XXXX Wheelchair passenger boardings Total number of passenger boardings using a wheelchair 34 21 No-shows Total number of times a passenger did not show up 2 0 Cancellations Total number of times a passenger cancels a reservation 59 4 Trips denied Reservations that are denied for both in-house and outsource providers 0 0 Reservation denied outside service area Reservations not made because outside service area 0 0 Multi-agency trips Trips that require transfer to another service provided 0 0 Vehicle accidents Total number of crashes involving a paratransit vehicle 0 0 On-time performance % of passenger pick-ups made within defined service window 99% XXXX All registered clients Total of all registered clients XXXX All registered clients that used service Each client who used service to complete a one-way trip XXXX # passenger boardings Each time a Lyft vehicle picks up an eligible client XXXX Average passenger trip distance Total revenue service miles divided by the total boardings XXXX Extended days or hours passenger boardings Each time a Lyft vehicle trip is provided outside service hours 0 Extended areas passenger boardings Each time a Lyft vehicle trip is provided outside service area 0 Cost of service Lyft's total gross revenues from service XXXX City subsidy of service City's total subsidy for Lyft service XXXX # tickets sold Total number of trip tickets sold (R-Trans and City Hall) XXXX XXXX $ amount of tickets sold Total income from sales of trip tickets sold $760+ XXXX Passenger boardings Each time a passenger boards a vehicle 166 44 XXXX On-time performance % of passenger pick-ups made within defined service window 99% XXXX XXXX Complaints/passenger boarding Total complaints divided by total number of boardings 0 1 XXXX Cost/passenger boarding Total cost of program divided by total number of boardings XXXX XXXX XXXX LYFT DATA FROM FY 21 -22, 22 -23 & 23 -24
Note: This information does not cover the drop-off locations Note for 94806: Covers Richmond, San Pablo, including Tara Hills, Montalvin Manor, Bayview, and Rollingwood
Pick Up Zip Codes
FY 21-22
Total Rides Per Zip Code
FY 22-23
Total Rides Per Zip Code
FY 23-24
Total Rides Per Zip
(El Cerrito) 94530 935 1,561 2,547 (Martinez) 94553 26 25 17 (El Sobrante) 94564 594 919 1,239 (Albany) 94706 11 10 11 (Richmond) 94707 15 4 25 (North Richmond) 94801 1,046 1,991 2,112 (El Sobrante) 94803 1,277 1,716 2,336 (Richmond) 94804 1,906 3,127 4,383 (Richmond) 94805 427 684 1,117 (San Pablo) 94806 1,859 2,867 3,652 (Other) 1 1 3 TOTAL 8,097 12,905 17,442 TOTAL UNIQUE RIDERS 142 266 991
3. FUNCTIONAL PARATRANSIT VEHICLES
Existing paratransit vehicles – Commitment to
maintain as long as needed
New paratransit vehicles – Ensure functionality
and provide for the charging of the electric
vehicles
4. PARATRANSIT STAFFING
Paratransit Coordinator – new position
Paratransit drivers
Transportation Division Management
5. ADDRESS ADMINISTRATIVE COST
The following options will be considered by the Richmond City Council on September 24, 2024:
1. Limit Richmond’s overhead rate to 20% (Staff’s Current Recommendation) • Reduction is comparable to other Measure J Claimants
• This would reduce the cost of general administration from $490,000 to $139,000 • The difference of $351,000 would increase the net cost to the City’s General Fund
2. Full exemption from Cost Pool allocation
• The City’s General Fund would fully cover the full cost of the cost pool at $490,000
3. No change
• The Measure J funded paratransit program would not deviate from the City’s existing allocation of Cost Pool and allocate the full amount to Measure J
NEXT STEPS
• Continue to work with consultant and city staff to implement the Performance Improvement Plan (i.e., development of rider's guide, standard operating procedures, outreach, increase in ridership, customer satisfaction methods, etc.)
• Work with Human Resources on staffing needs
• Revise the FY 24-25 Measure J Claim Form to include City Council decision on administrative cost; and use performance data that is based on the actual results through the 1st quarter of the year • Resolve Measure J funding for previous fiscal years
• Transfer Paratransit Program (and all of Transportation Division) from Community Services to Public Works
• Provide an update, in collaboration with CCTA staff, to the CCTA Board in November 2024
PARATRANSIT OUTREACH MATERIALS
https://www.ci.richmond.ca.us/3129/R-Transit-
Paratransit
RECOMMENDED ACTION
• RECEIVE a presentation regarding the Richmond Paratransit Audit commissioned by the Contra Costa Transportation
Authority;
• APPROVE the City of Richmond’s responses to the Audit and the Performance Improvement Plan; and
• AUTHORIZE the reduction of the cost pool amount allocated to the Richmond Paratransit Program by $351,000 in Fiscal Year 2024-25 which would increase the General Fund’s obligation by $351,000
THANK YOU & QUESTIONS
LaShonda White, Deputy City Manager, City of
Richmond [email protected] or
510.620.6828