AGENDA ITEM NO. 10
AGENDA STAFF REPORT
City of West Covina I Office of the City Manager
DATE: September 20, 2022
TO: Mayor and City Council
FROM: David Carmany
City Manager
SUBJECT: TRANSIT SERVICE EVALUATION
RECOMMENDATION:
It is recommended that the City Council provide direction relative to a preferred transit service package.
BACKGROUND:
The City provides a fixed route shuttle and a demand response Dial -a -Ride service. Both services are experiencing a decline in overall ridership and, for that reason, the City is exploring opportunities to improve overall transit services. Transportation services are being provided through the City's contractor, MV Transportation, while the City completes the evaluation of transit services.
Prior to pursuing alternatives to transit services and/or a Request for Proposals (RFP) to utilize a contractor on a more long-term basis, the City is in the process of evaluating the City's ridership trends and transit demands to identify the best model of service delivery to meet the needs of the community.
This information will then be used for a future RFP for transportation services if necessary. The City contracted with IBI Group ("IBI") to conduct the evaluation.
IBI has been meeting with staff and collecting information relative to existing conditions. IBI has reached out to MV Transportation and Foothill Transit to obtain transportation data on bus lines/ridership. IBI, City staff and Foothill Transit have also met to discuss opportunities for collaboration or partnerships in increasing transit services to our residents.
IBI also conducted a community survey to assess the current transit systems and ridership/usage in the Spring of 2022, obtaining 549 responses. The survey was marketed through the City's website and social media handles, and post cards (with the link and QR Code) were distributed on transit vehicles (GoWest Shuttle and dial -a -ride), delivered with the senior meals, provided to the EDD Office, and available at City facilities including front counters at City Hall. IBI conducted in -person surveying at locations including Plaza West Covina, the Farmer's Market, and Emanate Health - Queen of the Valley Hospital, as well as City events (Tree Lighting Ceremony and Christmas Parade). In addition, two community meetings were conducted (one virtually and one in -person) on Wednesday, February 9, 2022. IBI shared alternative models for transit service delivery and received input from attendees. The presentation has been available on the City's website. The alternatives developed seek to provide improved transit service through reconfiguration of routes or delivery altogether, removing redundancy/overlap, better connection to Foothill and Metro services, and convenience.
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DISCUSSION:
At the May 3, 2022 City Council meeting, IBI presented the alternatives. At tonight's meeting, IBI will present a menu of alternatives refined by the City Council's discussion at the May 3, 2022 Council meeting.
Having conducted an analysis of existing conditions - including current services, ridership, estimated available funding, connections to regional providers - as well as reviewing feedback received through community meetings, online and in -person surveys, IBI has developed three alternative options with varying combinations of service options to address the transit needs of the community. The presentation to the City Council includes information on current ridership on the GoWest Shuttles, including the most frequent stops and peak hours, as well as more detailed information on the three (3) options. (Please see Attachment No. 1.) The following is a summary of the three (3) options:
Option 1 -
Option 2 - Hybrid
Option 3 - Citywide
Realignment of
Shuttle & Microtransit
Microtransit
Shuttle Lines
(Portion of City)
Red Line - Combines
Blue & Red into 1 route
Combines existing Blue
Go West Shuttle
Green Line -
& Red Lines into one
Not Included
Lines
Restructured and
route
coordinated with
Foothill Line 178
Maintain current level
Expanded weekday
Dial -a -Ride
of service (disabilities
evening and weekend
Same as Option 2
and senior citizens)
services hours
Portion of City -
Replaces Green Line
Citywide -
Microtransit
Not Included
with Microtransit (south
Weekdays and
of Cameron Avenue and
weekends, including
east of Glendora
evening service
Avenue to the City limits)
Operates on Friday
night, Saturday &
Sunday
Weekender
Frequent service
Downtown Shuttle
connecting Civic
Same as Option 1
Not Included
Center, West Covina
Plaza, Lakes Mall, &
South Glendora
Avenue
Remote parking
Custom Services
shuttles for festivals
Same
Same
and community events
ESTIMATED TOTAL
$1,577,000
$1,594,000
$1,707,500
COS
The microtransit in Options 2 and 3 Microtransit referrers not only to a potential partnership with a ridershare company like Uber or Lyft, but also the option for either City or contractor -operated vehicles that provide similar curb -to -curb services, similar to the Metro Microtransit program operating in eight (8) zones in Los Angeles County (West Covina is not included in any zone).
The City will need to continue to provide dial -a -ride services regardless of the option selected in order to meet nondiscrimination requirements of Title VI of the Civil Rights Act of 1964 and the Americans with
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City of West Covina - Transit Alternatives
ATTACHMENT NO. 2
Q1 Which of the following Transit Alternatives would you be most inclined to use?
Answered:30 Skipped:9
Alternative 1
Realignmen...
Alternative 2
-1 Shuttle...
Alternative 3
- City -Wide...
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Alternative 1- Realignment of Existing Shuttle Routes - 2 Shuttle Lines Green (North -South) & Red (East-West) Alternative 2 - 1 Shuttle Route (Northern Section of City) + On -Demand Micro Transit (South of Cameron Avenue) Alternative 3 - City -Wide On -Demand Micro Transit
TOTAL
RESPONSES
73.33% 22
10.00% 3
16.67% 5
30 City of West Covina - Transit Alternatives
Q2 What do you like about Alternative 1 - Realignment of the Shuttle Routes?
Answered:31 Skipped:8
Good access to
home/desired...
Prefer riding
in a Larger...
The wait time
for a bus is...
Other (please
specify)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Good access to home/desired destinations/connections to Foothill Lines Prefer riding in a larger vehicle
The wait time for a bus is reasonable
- RESPONSES
48.39°%
16.13%
9.68%
15 5
3 Other (please specify)
25.81% 8
TOTAL
31 #
OTHER (PLEASE SPECIFY)
DATE
1 I like it the way it is. Why change something that works and is not broken? 8/28/2022 9:30 AM
2 nothing
8/18/2022 6:10 PM
3 The routes should have a bus running Clock wise and counter clock 8/6/2022 12:02 PM
4 All of the above are good things.
8/5/2022 11:18 AM
5 1 do not like this alternative route since it does not service the senior center. 8/4/2022 11:27 PM
6 Good access to my home, I feel safer in a larger vehicle, larger vehicles provided security and 8/4/2022 10:08 PM
space to prevent contacting viruses like covid-19
7 Has good access to my home and my work, wait times are never late, I would prefer this route 8/4/2022 10:00 PM
to stay
8 1 would love to keep our Shuttle buses running & adding one that comes back in the same 8/4/2022 12:02 PM
direction instead of us having to drive all the way around town 2/11
City of West Covina - Transit Alternatives
Q3 What do you not like about Alternative 1 - Realignment of the Shuttle Routes?
Answered:3 Skipped:36
Poor access to
home/desired...
The wait time
for a bus is...
Concerned
about riding...
Other (please
specify)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Poor access to home/desired locations/connections to Foothill Lines The wait time for a bus is too long
Concerned about riding with too many other people
- RESPONSES
33.33%
66.67% 2
0.00% 0
Other (please specify) 0.00%
TOTAL
# OTHER (PLEASE SPECIFY) DATE
There are nn resnnnses.
0 3
City of West Covina - Transit Alternatives
Q4 What do you like about Alternative 2 - Shuttle Line North of Cameron + Micro Transit (Smaller vehicles, point-to-point, on -demand) South of Cameron?
Answered:2 Skipped:37
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Good access to home/desired locations/connections to Foothill Lines I live in the area proposed to be served by my preferred mode of transportation Variety of mixed service
Other (please specify)
TOTAL
# OTHER (PLEASE SPECIFY)
There are no responses.
RESPONSES
0.00%
0 0.00%
0 100.00%
2 0.00% 0
2 DATE
4/11
City of West Covina - Transit Alternatives
Q5 What do you not like about Alternative 2 - Shuttle Line North of Cameron + Micro Transit (Smaller vehicles, point-to-point, on -demand) South of Cameron?
Answered:30 Skipped:9
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Poor access to home/desired locations/connections to Foothill Lines I do not live in the area proposed to be served by my preferred mode of transportation The type of service available by area is confusing
Other (please specify)
TOTAL
1 2
3 4
5 6
7 8
OTHER (PLEASE SPECIFY)
Everything works out fine. Don't change anything.
Micro transit usually never shows up at my pickup location nothing
The regular West Covina shuttle lines are much more convenient to my schedule, and area where I live.
To small, and to confusing to use, I prefer to stick to what I know will work and what im used to
I ride with more the 10 people
I love the shuttle service we have.
I don't like not having a consistent line in South Side. I already feel cut off in many ways
RESPONSES
26.67°% 8
16.67%
5 30.00%
9 26.67%
8 30
DATE
8/28/2022 9:30 AM
8/26/2022 4:13 PM
8/18/2022 6:10 PM
8/5/2022 11:27 AM
8/4/2022 10:08 PM
8/4/2022 1:01 PM
8/3/2022 2:50 PM
8/2/2022 12:21 PM
5/11
City of West Covina - Transit Alternatives
transportation wise as is. But I feel nervous about having to rely on micro transit. Will there be enough for our needs? Also, the cost. I would already pay 1.50 or so for Foothill to take a 5 minute bus ride. Why would I use something that might cost the same or more for such a short distance? I would rather walk. Although many sidewalks aren'ttoo stroller friendly. 6/11
City of West Covina - Transit Alternatives
Q6 What do you like about Alternative 3 - Micro Transit (Smaller vehicles, point-to-point, on -demand) City -Wide Service?
Answered:5 Skipped:34
Service from
my location...
Can schedule
service when...
Prefer riding
in smaller...
Other (please
specify)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Service from my location directly to my destination
Can schedule service when needed
Prefer riding in smaller vehicles
Other (please specify)
TOTAL
# OTHER (PLEASE SPECIFY)
There are no responses.
RESPONSES
60.00%
20.00%
20.00%
0.00%
DATE
3 1
1 0
5 7/11
Disabilities Act of 1990, ensuring equal access to public services. As rideshare service companies cannot guarantee availability of ADA vehicles, the City will still need to contract with a provider for that service. In addition, rideshare service companies have restrictions on age limits for riders. Riders must be at least the age of eighteen (18) to ride without an adult. This would impact the high ridership group of high school students currently using transit services.
To get community feedback relative to the three (3) options, staff posted an online survey, conducted a virtual town hall, and reached out to the local school districts.
Survey
An online survey began on July 27, 2022. The survey was promoted at the two final Summer Concerts, the Film Festival, the shuttle and dial -a -ride vehicles, as well as the City website and social media channels. Thirty-nine (39) participants have taken the survey. Twenty (20) of twenty-eight (28) respondents favored Option 1 to realign the shuttle routes. A summary of the responses through September 12th is attached (Attachment No. 2).
In the prior survey done between November 1, 2021 and January 24, 2022, which collected 549 responses, an on -demand ride hailing services was the improvement most respondents expressed a desire to see. A summary of the responses is attached (Attachment No. 3).
Virtual Town Hall
A virtual town hall meeting was held on August 18th to review the alternatives, answer questions, and receive feedback. In addition to representatives from the City, IBI, MV, and Uber, seven residents participated in the meeting. Feedback included:
. Concerns for safety;
. Concerns for service and outreach to high schools;
. Reluctance of elderly to use an app-based service;
. Preference for the consistency of a fixed route;
. Concern that due to low ridership may not increase with a change in service delivery; . Desire for evening weekend service;
. Desire of shuttles during peak times and city-wide microtransit during evenings and weekends.
School Districts
Staff reached out to the local districts for help in distributing a survey among the student body of the high schools, as well as to discuss transit needs of students. Staff met with West Covina Unified representative Sergio Carias on August 24th and with Covina -Valley Unified Superintendent Elizabeth Eminihizer on August 25th. Both were open to promoting the survey links to students.
Key information from the representatives is as follows.
West Covina Unified
. The proposed elimination/realignment of the Blue Line misses the northwest portion of the City that is served by the current alignment.
. Shuttle service is preferred to a micro transit service, due to the impact additional vehicles would have on the busy arrival and departure traffic around West Covina High. . Interest expressed in a shuttle to Baldwin Park Metro Station for faculty and other local employers.
Covina Valley Unified
. The realignment of the shuttle lines misses Covina High and South Hill High. *The current Red Line alignment services Covina High.
. Requested the City consider modifying the current Green Line alignment to come east from Citrus to Barranca to incorporate South Hills High into the route.
Ridership Summary Data
City of West Covina - Transit Alternatives
Q7 What do you not like about Alternative 3 - Micro Transit (Smaller vehicles, point-to-point, on -demand) City -Wide Service Answered: 32 Skipped:7
Do not want to
arrange ride...
Prefer to ride
in larger...
Concerned
about...
Other (please
specify)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Do not want to arrange rides each time needed (smartphone/app) Prefer to ride in larger vehicles
Concerned about additional vehicles on the road
Other (please specify)
TOTAL
1 2
3 4
5 N
7 - RESPONSES
43.75%
25.00%
OTHER (PLEASE SPECIFY)
Everything works out fine. Why change it?
Microtranskt never usually shows up at my pickup point
unsustalnability
None at this time
Hate the fact that I would have to request a ride each time, plus the small vans are not safe both in a crash or from covid.
As an older resident I would hate to have to arrange a ride each time. The route is always in time and never misses a stop
I love our Shuttles
Availability, accessibility, and cost
I am concerned about having to arrange rides and not being able to get them on time. I am concerned about additional vehicles on the road when these drivers already scare me. I'm
3.13%
28.13% 9
32 DATE
8/28/2022 9:31 AM
8/26/2022 4:14 PM
8/18/2022 6:11 PM
8/16/2022 3:13 PM
8/4/2022 10:11 PM
8/4/2022 10:01 PM
8/4/2022 12:03 PM
8/3/2022 1:33 AM
8/2/2022 12:23 PM
8/11
City of West Covina - Transit Alternatives
nervous about the cost. I don't want our city to be in the hands either of big corporations. I want people to be able to work here as bus drivers. I also see a lot of kids on buses and I don't know that as a parent, once my kid hits that age will I feel comfortable with that? I feel more comfortable with a regular bus.
9/11
City of West Covina - Transit Alternatives
Q8 What do you not like about Alternative 1 - Realignment of the Shuttle Routes?
Answered:5 Skipped:34
Poor access to
home/desired...
The wait time
is too long
Other (please
specify)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Poor access to home/desired locations/connections to Foothill Lines The wait time is too long
RESPONSES -
60.00% 3
40.00% 2
Other (please specify) 0.00%
TOTAL
# OTHER (PLEASE SPECIFY) DATE
There are no responses.
0 10/11
City of West Covina - Transit Alternatives
Q9 What do you not like Alternative 2 - Shuttle Line North of Cameron + Micro Transit (Smaller vehicles, point-to-point, on -demand) South of Cameron?
Answered:5 Skipped:34
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ANSWER CHOICES
Poor access to home/desired locations/connections to Foothill Lines Do not live in the area served by my preferred mode of transportation The type of service available by area is confusing
Other (please specify)
TOTAL
# OTHER (PLEASE SPECIFY)
There are no responses.
RESPONSES
20.00%
40.00%
40.00%
DATE
2 2
in
ATTACHMENT NO. 3
A
TECHNICAL MEMORANDUM
Community Survey Results
r� Prepared for the City of West Covina
by IBI Group
February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
Document Control Page
CLIENT:
the City of West Covina
PROJECT NAME:
Go West/Dial-a-Ride Transit Service Evaluation
REPORT TITLE:
Community Survey Results
IBI REFERENCE:
135755
VERSION:
DIGITAL MASTER:
ORIGINATOR:
Eric Tunell
REVIEWER:
AUTHORIZATION:
Steve Wicks
CIRCULATION LIST:
HISTORY:
February 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for City of West Covina
Table of Contents
1 Introduction.........................................................................................................................1
1.1 Community Survey...................................................................................................1 2 Survey Overview and Results...........................................................................................2
2.1 Demographic Questions..........................................................................................2
2.2 Mobility Questions....................................................................................................4 3 Key Takeaways...................................................................................................................9 4 Conclusion
10 February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
1 Introduction
The City of West Covina has retained IBI Group to assist in the conduct of a Transit System Evaluation of its GO West public transportation program; including shuttle and dial -a -ride services. This opportunity comes at a time of significant challenges for public transportation, as well as exciting innovations in microtransit and personal mobility on demand (PMoD) services that are changing the look and feel of local public transportation.
This initiative of the City is both timely and provides for an opportunity to critically evaluate the City's local transit system at an unusually dramatic inflection point. The evaluation will provide a foundation for the City and its residents to chart a realistic course for improvements that fit contemporary consumer preferences and expectations for local mobility and access to the regional transit network. The study focuses on GO West's Shuttle and Dial -A -Ride programs administered by the Community Services Division of the Public Works Department.
1.1 Community Survey
Community engagement and survey research is an important element of the study work plan.
The goal of the Go West/Dial-a-Ride Community Survey was to identify mobility needs, typical travel patterns, barriers to travel, and demographic information for West Covina residents and visitors. In short, to best understand current travel behavior including service attributes that affect mode choice, and propensity (and under what conditions?) to use a local transit/shuttle or mobility service as well as the type of service improvements that respondents would deem desirable. Survey questions specific to those who use the Go West Shuttle and Dial -A -Ride services were designed to best understand respondents view of service quality attributes (What works well? What doesn't work so well?) and the identification of unmet needs.
The survey was administered online by a link on the the City of West Covina website, as well through in -person intercept surveys by City of West Covina staff. Responses were collected from November 1, 2021 through January 24, 2022. A total of 549 individuals submitted responses.
February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
2 Survey Overview and Results
The following section summarizes the survey methodology used to collect responses. The tool selected for the community survey was Survey Monkey, a web -based platform that can be accessed on phones, tablets, or computers, and can be used to ask community members and key stakeholders questions about transit service in West Covina. The survey included eleven questions in total, covering demographics, the Go West Suttle and Dial -a - Ride services, and an open-ended comment opportunity.
2.1 Demographic Questions
The survey included four questions to understand more about who the survey respondents are and where they live.
Of the 549 individuals who completed a survey, the highest number of responses came from people in the 36-59 year old age ranges, and the majority were female, higher -income - earners.
What is your age?
Under 18
QUANTITY
21 4%
19-35
147
30%
36-59
215
43%
60 or older
26 5%
Prefer not to answer
88 18%
How many people live in your household?
NUMBER OF • •
MEMBERS
1 QUANTITY
25 670
2 57
15%
3 89
23%
4 110
28%
5 74
19%
6 29
7%
7 6
2%
8 1
<1%
9 1
<1%
February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
How many cars or SUVs do you have in your household?
0 QUANTITY
27 7%
1 175
45%
2 126
33%
3 45
12%
4 8
2%
5 5
1%
Which of the following categories best matches your annual household income? •
Under $20,000
QUANTITY
17 3%
$20,000-45,000
71 14%
$45,001-70,000
120
24%
Over $70,000
95 19%
Prefer not to answer
189
38%
What is the ZIP code of your residence?,
•
91790
West Covina
150
91791
West Covina
92 91792
West Covina, Walnut,
South San Jose Hills
69 91706
Baldwin Park
26 91722
Covina
24 91731
El Monte
21 91723
Covina, West Covina
18 60631
Chicago, IL
13 91744
City of Industry
9 91746
Bassett, Avocado Heights,
City of Industry
6 Total Responses
549
Top ten response categories/ZIP codes only shown
February 9, 2022
Since mid -March 2022, MV Transportation has been providing daily trip sheets from drivers on each of the lines. The sheets indicate the number of riders getting on and off at each stop along the route by hourly trip. Attachment No. 4 shows summary graphics of ridership for each line for April through June 2022. The most frequented stops are shown below.
Red: Plaza West Covina, Workman/Azusa, Senior Center
Blue: Plaza West Covina, Lark Ellen/Cameron (WCHS & Cameron Center), Orange/Badillo Green (South): Azusa/Amar, La Puente/Nogales (RHS), Sentous/Hollingsworth Green (North): La Pente/Nogales (RHS); Azusa/Amar; Target; Amar/Temple The City's Fiscal Year 2022-23 budget for transit services is approximately $1.68 million. The estimated costs of the proposed packages are approximately $1.8 million. Through re -prioritization of transportation activities, sufficient funding is anticipated to be available to cover this difference.
Staff is seeking direction in regard to a preferred transit option for West Covina, as this will allow staff and IBI to further refine details for the selection option and prepare a final report. The final report will include an implementation plan and project launch schedule specific to the option selected by the City Council. Based on direction provided at tonight's City Council meeting, staff hopes to present the final report in October. A procurement process for desired services would follow.
Prepared by: Kelly McDonald, Public Services Manager
Fiscal Impact
FISCAL IMPACT:
The City's transit services have been funded by Metro Proposition C and Measure R local return funds.
Below is the City's FY2022-23 budget, approved by Metro.
Metro
Budget
Project Name
I
Proposition
C
Measure
R
Total
WestCovina Shuttle (Fixed
$290,500
$193,200
$483,700
West Covina Shuttle - Green
$484,000
$484,000
Line Supplemental
Elderly and Disabled
$530,500
$530,000
Dial -A -Ride
Dial -A -Ride - Uber
$100,000
$100,000
Custom Services
$80,000
$80,000
Total
$1,385,000
$293,200
$1,f78,200
Attachments
Attachment No. 1 - Transit Improvement Options PowerPoint Attachment No. 2 - Summary of Survey Responses through 09-12-2022 Attachment No. 3 - Summary of Community Survey Responses Attachment No. 4 - Ridership Summary by Line - April -June 2022 CITY COUNCIL GOALS & OBJECTIVES: Enhance City Image and Effectiveness Achieve Fiscal Sustainability and Financial Stability
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
2.2 Mobility Questions
In order to better understand the needs of current and potential riders, the survey contained several questions about how people have used or currently use the Go West shuttle bus service.
In a typical week, what types of transportation do you or others in your household use to get around and for what purpose?
Other
Walk or Bicycle (Non -Motorized)
Electric Bike or Scooter �I
Taxi or Ride Share service (Uber, Lyft)
Metrolink City of Industry Station
Metrolink Covina Station
Metrolink Baldwin Park Station
Metro Gold Line APU/Citrus College station
Metro Gold Line Azusa Downtown station
Metro Gold Line Irwindale Station
Metro J Line El Monte Station
Foothill Transit Silver Streak
Foothill Transit Local Bus in W Covina
Go West Dial -A -Ride (55+ and disabled)
Go West Shuttle Red Line
Go West Shuttle Green Line
Go West Shuttle Blue Line
Personal Vehicle
0 200 400 600 800 1000 1200 1400 1600 1800
■ Work ■ Social / Recreational ■ Shopping ■ Doctor / Medical ■ School / Education ■ other Survey respondents use a wide range of mobility options and stations to get around and to/from West Covina. When viewed in the aggregate, personal vehicle travel is by far the most common mode, but approximately 300 respondents use some form of transit to meet their weekly needs. Greater than 400 responses also walk or bicycle to meet their needs, which indicates the value of first/last mile treatments in the city, such as additional bike lanes, sidewalk improvements, or safer crosswalks.
February 9, 2022 4
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
Other
Walk or Bicycle (Non -Motorized)
Electric Bike or Scooter
Taxi or Ride Share service (Uber, Lyft)
Metrolink City of Industry Station
Metrolink Covina Station
Metrolink Baldwin Park Station
Metro Gold Line APU/Citrus College station
Metro Gold Line Azusa Downtown station
Metro Gold Line Irwindale Station
Metro J Line El Monte Station
Foothill Transit Silver Streak
Foothill Transit Local Bus in W Covina
Go West Dial -A -Ride (55+ and disabled)
Go West Shuttle Red Line
Go West Shuttle Green Line
Go West Shuttle Blue Line
Personal Vehicle
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
■ Work ■ Social / Recreational ■ Shopping ■ Doctor / Medical ■ School / Education ■ other When travel by purpose is viewed as a percentage of mode, personal vehicles are used for the greatest proportion of work trips, but there is greater balance across other modes and trip purposes. Discretionary trips (social, recreation, shopping) make up a particularly high share of non -automotive travel.
February 9, 2022 5
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
If you now use Go West Shuttle bus service or have used it in the past, what do think of the transit service?
Service is convenient and easy to use
Overall, I am satisfied with the Go West
Shuttle service
I feel safe on the Go West Shuttle
service
Go West Shuttle fares are reasonable
Transfers are convenient
Go West Shuttle information is readily
available
The travel times are reasonable
Go West Shuttles arrives on schedule (is
punctual)
3.7 3.8 3.9 4 4.1 4.2 4.3 4.4 4.5 4.6
Responses to this question were scored on a weighted average. Greater than 80% of respondents are satisfied with the service, and 87% of respondents felt that it is convenient and easy to use. Respondents gave lower scores to the statements about travel time and on -time performance.
February 9, 2022 6
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
If you do not use Go West Shuttle bus service, why not? (check all that apply) I don't know what bus to take
It takes too long to travel by bus
It doesn't go close enough to where I travel to and
from
Buses are too crowded
Bus routes aren't direct enough
I would not feel safe and secure on public transit
or waiting for transit
Go West Shuttle's don't operate the hours of the
day or the days of week that I would want to travel
It is too expensive
I don't use transit because of concern about the
COVID 19 pandemic
I would not take transit under any circumstances
Infrequent service
Other (please specify)
0% 5% 10% 15% 20% 25% 30% 35%
For those who do not use the Go West Shuttle, the largest number of respondents indicated that they did not know which bus to take. Other frequent responses were that travel times are too long, the bus doesn't connect to where they need to go, and that the buses are crowded.
Respondents who selected `Other' and provided a specific response similarly expressed a lack of familiarity with the system and where it goes, how it connects to service outside of the city, concerns about safety, and a need for reliable service that fits in with their specific schedule. Other respondents were looking for service on weekends, and one suggested routes that run in the opposite direction of existing service for a more efficient connection to where they need to go.
February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
What types of transit/mobility improvements would you like to see? On -demand ride hailing service
Better information on how to use Go
West Shuttle service
A mobile phone app for real-time
information
More shelters or benches at bus stops MEL
Later weeknight service
More bus stops
More frequent bus service
Introduce weekend service
More direct service
Earlier weekday morning service
Fewer transfers required —
There was WIFI/wireless Internet access —
on the bus
For Other, or to list locations for
improved bus service, please specify
Improved bus service to... =
Other
I I I
0 20 40 60 80 100 120 140 160 180
The types of mobility improvements that respondents want to see were consistent with the other survey questions. Popular responses were an on -demand ride hailing service, better information on how to ride or a mobile app for real-time information, and more frequent, flexible, or direct service —including later hours or on weekends.
Respondents who selected `Other' and provided a specific response emphasized safety, more direct routes to their destinations (such as local high schools), a need for more information about how to ride and where the service can go, and a more streamlined process for registering with the service.
February 9, 2022 8
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
3 Key Takeaways
Takeaway 1: We heard from residents from across West Covina and neighboring communities.
This round of outreach effectively reached the target audience for local transit service.
Takeaway 2: The vast majority (93%) of respondents have a car of their own or have access to one.
Transit dependent individuals may be underrepresented in the survey results, but hundreds of respondents use some form of transit at least once per week.
Takeaway 3: Survey respondents skewed older, with the largest proportion (21%) represented being 36-69 years old.
Younger people (under 18) were underrepresented when compared with the City of West Covina demographics as a whole. Some additional engagement targeted toward students may be needed in future outreach activities.
Takeaway 4: Respondents were interested in more flexible or on -demand services.
This pairs well with another frequently cited interest and need: more education and information about mobility options, and potentially a technology solution to address it.
Takeaway 5: Other key concerns include safety, reliability, and additional service hours.
Respondents are interested in travel for discretionary purposes (shopping, recreation, socializing), as well as in travel on evenings or weekends.
February 9, 2022
IBI GROUP TECHNICAL MEMORANDUM
COMMUNITY SURVEY RESULTS
Prepared for the City of West Covina
4 Conclusion
Based on the information gathered in this initial round of community outreach, survey respondents are open to alternative modes of travel West Covina and to changes to existing service. Although existing riders are generally very satisfied with the Go West shuttle service, they would like more direct and flexible travel options. They are also interested in technology to help assist them with travel but may need more traditional information and outreach as well.
The input gathered in this report has been used to inform on the development of service improvement strategies.
February 9, 2022 10
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