FY2017 PROPOSED BUDGET

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Washington Metropolitan Area Transit Authority Proposed FY2017 Budget Chapter 3 Access Services Approved Proposed Actual Actual Budget Budget (Dollars in Thousands) 2014 2015 2016 2017 Change Variance PERSONNEL COST $6,130 $6,422 $6,938 $6,417 ($521) -7.5% NONPERSONNEL COST $96,877 $103,165 $109,569 $111,025 $1,456 1.3% TOTAL COST $103,007 $109,587 $116,507 $117,442 $935 0.8% BUDGETED POSITIONS 54 56 56 53 (3) -5.4% Purpose The Department of Access Services (ACCS) ensures that Metro provides safe, reliable and accessible transit service to people with disabilities and demonstrates leadership in the coordination of regional resources to meet the demand for specialized transportation. Responsibilities Through its three program offices (ADA Policy & Planning, Eligibility Certification & Outreach and MetroAccess Service), ensures the continuous improvement of all Metro’s accessible services and facilities. ACCS is responsible for: • MetroAccess service delivery • Metro accessibility policy leadership • Ensure ADA and FTA compliance • Accessibility planning and design support • Accessibility Advisory Committee staffing and support • Customer eligibility determination for MetroAccess and Reduced (half) Fare Program • Outreach and travel training to provide the most independent travel choices to customers with disabilities III-58
Washington Metropolitan Area Transit Authority Proposed FY2017 Budget Chapter 3 FY2017 Business Plan The ACCS Business Plan is centered on three strategic objectives: (1) all of Metro’s services are continuously safe and accessible to our customers with disabilities; (2) MetroAccess paratransit service is delivered efficiently and effectively; and (3) specialized transportation alternatives are fully leveraged to ensure the ongoing sustainability of MetroAccess. The ADA Policy & Planning office works closely with Metro’s engineers, planners, bus, rail and communications staffs to ensure that our doors are opened to the greatest number of people with disabilities. Over 16 million customers use our accessible bus and rail services every year. Our Eligibility Certification & Outreach office operates a thorough and compliant paratransit eligibility determination process that contributes to the sustainability of the service by ensuring that only those who need paratransit are determined eligible. Effective marketing provides another choice for customers with disabilities - using the accessible fixed-route system over the paratransit option. The fixed-route option also provides greater travel independence and significantly reduced costs to the customer. The MetroAccess office manages our paratransit service through a team of contractors. In FY2014, ACCS successfully implemented a new multi-contractor, performance-based business model (with a total value of $1.0 billion in contracts over a 10-year performance period) comprised of five separate contracts: service delivery (three contractors); call center operations; and quality assurance. Benefits from the new model have already materialized through innovative approaches from our new contractors and improvements in efficiency, but a return of ridership growth requires a regional strategy emphasizing demand management. MetroAccess is tracked through five GM/CEO Business Plan performance measures, including Customer Incident/Injury Rate, On-Time Performance, Customer Complaint Rate, Operating Expense on Budget, and Capital Funds Invested. New To FY2017 Acting on a study of MetroAccess long-term sustainability, which included a demand projection through 2025, ACCS is developing and implementing long term policy and operational strategies and systems that support decreased use of, and more efficient delivery of paratransit services; and increased use of paratransit alternatives. As part of this effort, ACCS is advancing its development of a region-wide system of coordinated paratransit alternatives via partnerships with other entities that can perform specialized transportation service to substitute or supplement MetroAccess. ACCS is planning technological advancements to include a smart phone application, real time traffic map information and enhanced radio communications between the dispatchers and operators. We will also work to reduce ACCS operating expenses by identifying segments of MetroAccess demand and utilize non-ADA service, either contracted or funded directly by Metro, to provide the requested service. ACCS is pursuing more non-ADA paratransit alternatives, such as vehicle transfers to human service agencies that enable them to operate their own paratransit services, saving money for Metro and jurisdictions and providing better service to customers. III-59
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FY2017 PROPOSED BUDGET

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