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12 December 05, 2014 SR-91 Advisory
AGENDA State Route 91 Advisory Committee Meeting Page 1 of 4 Committee Members Michael Hennessey, OCTA, Chairman Berwin Hanna, RCTC, Vice Chairman Kevin Jeffries, RCTC Bob Magee, RCTC Al Murray, OCTA Shawn Nelson, OCTA Karen Spiegel, RCTC Todd Spitzer, OCTA Tom Tait, OCTA John Tavaglione, RCTC Jeffrey Lalloway, OCTA, Alternate Ron Roberts, RCTC, Alternate Tim Shaw, OCTA, Alternate Ed Graham, SANBAG, Ex-Officio Ryan Chamberlain, Caltrans Dist. 12, Ex-Officio Basem Muallem, Caltrans Dist. 8, Ex-Officio Orange County Transportation Authority Headquarters 600 South Main Street First Floor - Room 154 Orange, California Friday, December 5, 2014, at 9:00 a.m. Any person with a disability who requires a modification or accommodation in order to participate in this meeting should contact the OCTA Clerk of the Board, telephone (714) 560-5676, no less than two (2) business days prior to this meeting to enable OCTA to make reasonable arrangements to assure accessibility to t his meeting. Agenda descriptions are intended to give members of the public a general summary of items of business to be transacted or discussed. The posting of the recommended actions does not indicate what action will be taken. The Committee may take any action which it deems to be appropriate on the agenda item and is not limited in any way by the notice of the recommended action. All documents relative to the items referenced in this agenda are available for public inspection at www.octa.net or through the Clerk of the Board’s office at the OCTA Headquarters, 600 South Main Street, Orange, California. AGENDA State Route 91 Advisory Committee Meeting Page 2 of 4 Call to Order Pledge of Allegiance Member Magee 1. Public Comments Special Calendar There are no Special Calendar matters. Consent Calendar (Items 2 through 4) All items on the Consent Calendar are to be approved in one motion unless a Committee Member or a member of the public requests separate action or discussion on a specific item. 2. Approval of Minutes Approval of the minutes of the State Route 91 Advisory Committee meeting of May 30, 2014. 3. 91 Express Lanes Monthly Status Reports Kirk Avila, General Manager of the 91 Express Lanes Orange County Transportation Authority Overview The 91 Express Lanes status reports for the months of April 2014 through October 2014 have been prepared for State Route 91 Advisory Committee review. The reports highlight operational and financial activities. Recommendation Receive and file the 91 Express Lanes Monthly Status Reports for the months of April 2014 through October 2014. AGENDA State Route 91 Advisory Committee Meeting Page 3 of 4 4. Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements Kirk Avila, General Manager of the 91 Express Lanes Orange County Transportation Authority Overview Vavrinek, Trine, Day and Co., LLP, an independent accounting firm, has completed the annual audit of the 91 Express Lanes financial statements for Fiscal Year 2013-14 and has issued its independent auditor’s opinion. A copy of the audited financial statements is attached for the State Route 91 Advisory Committee review. Recommendation Receive and file the Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements. Regular Calendar 5. 91 Express Lanes 2014 Customer Satisfaction Survey Results Stella Lin, Manager of Marketing Orange County Transportation Authority Overview The Orange County Transportation Authority periodically conducts surveys of 91 Express Lanes toll road users to provide an understanding of customers’ satisfaction, priorities, concerns, and experiences as they pertain to the Orange County Transportation Authority and the 91 Express Lanes. This report summarizes the results of the 91 Express Lanes 2014 Customer Satisfaction Survey. Recommendation Receive and file as an information item. AGENDA State Route 91 Advisory Committee Meeting Page 4 of 4 Discussion Items 6. State Route 241/State Route 91 Study Update Kia Mortazavi, Executive Director of Planning Orange County Transportation Authority Efforts are underway to plan a toll-to-toll connector between State Route 241 and the 91 Express Lanes. The Transportation Corridor Agencies, in coordination with the Orange County Transportation Authority, the Riverside County Transportation Commission, the California Department of Transportation, and the Federal Highway Administration, is conducting a traffic analysis as part of the environmental review process. The analysis evaluates the new connector and its relationship to the 91 corridor traffic, the Orange County Transportation Authority's 91 Express Lanes, and the future Riverside County Transportation Commission’s Express Lanes. This traffic analysis is under review, and a presentation on project status and initial findings will be provided. 7. General Manager's Report 8. Committee Members' Reports 9. Closed Session There is no Closed Session scheduled. 10. Adjournment The next regularly scheduled meeting of this Committee will be held at 9:00 a.m. on Friday, March 6, 2015, at: City of Corona – City Hall 400 South Vicentia Avenue Council Chambers – First Floor Corona, California MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 1 of 7 Committee Members Present Michael Hennessey, Chairman Bob Magee, RCTC Al Murray, OCTA Shawn Nelson, OCTA Todd Spitzer, OCTA Tom Tait, OCTA Ryan Chamberlain, Caltrans Dist. 12, Ex-Officio Basem Muallem, Caltrans Dist. 8, Ex-Officio Staff Present Anne Mayer, RCTC, Executive Director John Standiford, RCTC, Deputy Executive Director Darrell Johnson, OCTA, Chief Executive Officer Ken Phipps, OCTA, Deputy Chief Executive Officer Kirk Avila, OCTA, General Manager of the 91 Express Lanes Laurena Weinert, OCTA, Assistant Clerk of the Board Mary K. Burton, OCTA Deputy Clerk of the Board James Donich, OCTA, Duty General Counsel Steven DeBaun, RCTC, Legal Counsel OCTA and RCTC staff and General Public Committee Members Absent Berwin Hanna, RCTC, Vice Chairman Kevin Jeffries, RCTC John Tavaglione, RCTC Jeffrey Lalloway, OCTA, Alternate Ron Roberts, RCTC, Alternate Tim Shaw, OCTA, Alternate Ed Graham, SANBAG, Ex-Officio Call to Order The May 30, 2013, meeting of the State Route 91 Advisory Committee was called to order by Committee Chairman Magee at 9:08 a.m. at the Orange County Transportation Authority - Headquarters, First Floor - Board Room, 600 South Main Street, Orange, California. Pledge of Allegiance Member Murray led in the Pledge of Allegiance. 1. Public Comments No public comments were received. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 2 of 7 Special Calendar 2. Introduction of Committee Members An introduction of the Members was not conducted. 3. Election of New State Route 91 Advisory Committee Chairman Committee Chairman Magee opened nominations for the office of Committee Chairman. A motion was made by Member Spiegel, seconded by Member Murray, and declared passed by those present, to approve Michael Hennessey as the Committee Chairman for the State Route 91 Advisory Committee. Member Nelson was not present to vote on this item. 4. Election of New State Route 91 Advisory Committee Vice Chairman Newly-elected Chairman Hennessey opened nominations for office of Committee Vice Chairman. A motion was made by Member Magee, seconded by Member Spitzer, and declared passed by those present, to approve Berwin Hanna as the Committee Vice Chairman for the State Route 91 Advisory Committee. Member Nelson was not present to vote on this item. Consent Calendar (Items 5 and 6) 5. Approve of Minutes A motion was made by Member Murray, seconded by Member Spitzer, and declared passed by those present, to approve the minutes of the December 6, 2013, meeting. Member Nelson was not present to vote on this item. 6. 91 Express Lanes Monthly Status Reports A motion was made by Member Murray, seconded by Member Spitzer, and declared passed by those present, to receive and file the 91 Express Lanes Monthly Status Reports for the months of November 2013 through April 2014. Member Nelson was not present to vote on this item. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 3 of 7 Regular Calendar 7. 2014 State Route 91 Implementation Plan Dan Phu, Section Manager for Orange County Transportation Authority (OCTA), presented the 2014 State Route (SR) 91 Implementation Plan background, completed projects, plan projects by 2016, 2025, and 2035, and recommendations/next steps/timelines. No action was taken on this receive and file information item. 8. State Route 241/91 Express Lanes Connector Update Darrell Johnson, Chief Executive Officer (CEO) for OCTA, opened with comments that OCTA, Riverside County Transportation Commission (RCTC), and Caltrans have been working together to improve the SR-91 corridor, and efforts are underway to plan a potential 241/91 toll-to-toll connector. Kurt Brotcke, Director of Strategic Planning for OCTA, provide a status report on the analysis that the OCTA Board requested in January 2014 regarding the travel demands, market areas, and regional benefits for this item. Mr. Brotcke presented the trip origins/destinations modeling scenarios. Member Chamberlain referenced scenarios “9” and “10” and inquired about the traffic increases. Mr. Brotcke responded that traffic increases is on the SR-91 general purpose lanes and 91 Express Lanes (Express Lanes), and the modeling analysis does not have a lot of capacity restraints. Member Spitzer stated that the OCTA Board’s concerns were the 241/91 toll connector impacts on traffic capacity and toll policy issues entering the 91 Express Lanes at the SR-55, and he inquired about the project’s schedule. Mr. Brotcke responded that the Stantec final operational analysis is pending, and the Transportation Corridor Agencies (TCA) staff has committed that OCTA would not need to raise tolls on the Express Lanes in order to handle the traffic entering demand, as mentioned by Member Spitzer. Kia Mortazavi, Executive Director of Planning for OCTA, reported that the TCA has a tentative schedule for the traffic/engineering study to be completed by January 2015, the draft environmental report completed by August 2015 and finalized by 2016, and can proceed with the design-build with a targeted opening date of 2018. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 4 of 7 8. (Continued) Anne Mayer, Executive Director for RCTC, expressed RCTC’s gratitude for the collaborations between the agencies, and stated RCTC’s concerns of overlapping construction, schedule, traffic impacts, and toll policy of this project with their SR-91 toll project. Additional discussion followed, and Members stated that there needs to be a future discussion regarding the toll policies. Member Nelson suggested that this discussion be held a year after the opening of RCTC’s project to address any concerns/issues. Public comment was heard from: Mike Kraman, Acting CEO for the Transportation Corridor Agencies, stated that the TCA is currently working with Caltrans to complete a project report, updating the supplemental environmental document, conducting a traffic study, and the three agencies and Caltrans have been meeting to develop a draft concept of operations. After a lengthy discussion, the Committee reached a consensus that the 241/91 project would: • Not conflict with RCTC’s SR-91 toll project; • Not start construction until the RCTC toll project was opened and operated; • Continue concurrently the project delivery, while the policy matters are being discussed and resolved; and • Reflect the final schedule is pending, until those policies matters are resolved. Member Tait requested a traffic analysis on how this project will impact the general purpose lanes. No action was taken on this receive and file information item. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 5 of 7 Discussion Items 9. 91 Project Status Update Michael Blomquist, Toll Program Director for RCTC, presented RCTC’s SR-91 corridor milestones and status on their SR-91 toll project from the Orange County Line to Interstate 15 (I-15). Member Chamberlain inquired if RCTC had a master plan for expanding the use of express lanes or high-occupancy toll lanes and is RCTC reviewing congestion management pricing. Anne Mayer, Executive Director for RCTC, responded that RCTC’s toll projects are the SR-91 and I-15 between Cajalco Road and SR-60, and RCTC is reviewing congestion management pricing where appropriate. 10. 91 Express Lanes Customer Satisfaction Survey 2014 Study Overview Stella Lin, Manager of Marketing for OCTA, opened with comments stating that the last 91 Express Lanes customer satisfaction survey was conducted in 2011, and a current survey is being developed. Ms. Lin introduced the consultant for the survey, Dr. Timothy McLarney, Ph.D., President of True North Research, Inc. Dr. McLarney reported on the purpose, methodology, and schedule for the 2014 survey for the Express Lanes. Ms. Lin reported that a draft questionnaire will be sent to the Committee to solicit feedback prior to conducting the survey. Member Tait stated that consideration needs to be given to the general purpose (GP) lanes commuters, as well as the Express Lanes’ impacts to the GP lanes. Kirk Avila, General Manager of the 91 Express Lanes for OCTA, responded that past surveys noted the average customer used the toll lanes about two times or less per week and GP lanes other times for their commute between counties. Member Tait stated that many Orange County residences do not use the Express Lanes because there is no access specifically for the cities of Anaheim and Yorba Linda, and there are commuters that cannot afford the toll fees. Member Chamberlain stated that Caltrans’ perspective on the use of priced managed lanes is not to generate revenues, but to instead manage congestion. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 6 of 7 11. General Manager’s Report Kirk Avila, General Manager of the 91 Express Lanes for OCTA, reported that: • From July 1, 2013 through May 24, 2014, traffic volumes are up 2.2 percent and revenues up 4.3 percent. • OCTA and RCTC staff has been meeting once a month to discuss the coordination of RCTC’s 91 toll project construction and operational issues. • Last week, OCTA conducted an enforcement day on the 91 Express Lanes, and Mr. Avila invited the Committee to observe a future enforcement day, which is when additional California Highway Patrol officers are hired to patrol the Express Lanes for violators. Darrell Johnson, CEO for OCTA, stated that at the next Committee meeting there will be a report regarding the potential 241/91 connector project. Member Tait requested for the 241/91 connector status report to include congestion relief and on-time commute performance analysis for the entire system. 12. Committee Members’ Reports Director Murray reported that he participated in the Orange County Business Council/Association of California Cities, Orange County Annual Advocacy trip and represented the City of Tustin and OCTA. He reported that he met with several senior officials about the region’s concerns. 13. Closed Session A Closed Session was not conducted at this meeting. MINUTES State Route 91 Advisory Committee Meeting May 30, 2014 Page 7 of 7 14. Adjournment The meeting adjourned at 10:17 a.m. The next regularly scheduled meeting of this Committee will be held at 9:00 a.m. on Friday, August 1, 2014, at: City of Corona – City Hall 400 South Vicentia Avenue Council Chambers – First Floor Corona, California ATTEST Laurena Weinert Assistant Clerk of the Board for OCTA Michael Hennessey Committee Chairman ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Staff Report Orange County Transportation Authority 550 South Main Street / P.O. Box 14184 / Orange / California 92863-1584 / (714) 560-OCTA (6282) December 5, 2014 To: State Route 91 Advisory Committee From: Kirk Avila, General Manager, 91 Express Lanes Subject: 91 Express Lanes Monthly Status Reports Overview The 91 Express Lanes status reports for the months of April 2014 through October 2014 have been prepared for State Route 91 Advisory Committee review. The reports highlight operational and financial activities. Recommendation Receive and file the 91 Express Lanes Monthly Status Reports for the months of April 2014 through October 2014. Background Monthly status reports are prepared to document 91 Express Lanes activity and are provided for State Route 91 Advisory Committee review. Discussion The April 2014 status report for the 91 Express Lanes is provided in Attachment A. In April 2014, traffic volume in the 91 Express Lanes increased 3.5 percent over the same period in 2013 and gross potential toll revenue increased by 6.7 percent as compared to the prior year. The May 2014 status report for the 91 Express Lanes is provided in Attachment B. In May 2014, traffic volume in the 91 Express Lanes increased 0.9 percent and gross potential toll revenue increased by 2.5 percent as compared to the prior year. The June 2014 status report is provided in Attachment C. In June 2014, traffic volume decreased by 0.1 percent over the same period in 2013 while gross potential toll revenue increased by 3.9 percent. 91 Express Lanes Monthly Status Reports Page 2 The July 2014 status report for the 91 Express Lanes is provided in Attachment D. In July 2014, traffic volume increased by 1.9 percent over the same period in 2013 and gross potential toll revenue increased by 5.9 percent. The August 2014 status report for the 91 Express Lanes is provided in Attachment E. As compared to the same period last year, in August 2014 traffic volume and gross potential toll revenue increased by 0.4 percent and 1.1 percent, respectively. The September 2014 status report is provided in Attachment F. In September 2014, traffic volume increased by 4.1 person and gross potential toll revenue increased by 7.5 percent when compared to the same period last year. The October 2014 status report is provided in Attachment G. As compared to the same period last year, in October 2014 traffic volume and gross potential toll revenue increased by 4.5 percent and 9.6 percent, respectively. Fiscal year 2014-15 year-to-date (YTD) traffic volume and toll revenue as of the end of October 2014 increased when compared to the prior year, with YTD traffic volume increasing by 2.7 percent and YTD potential toll revenue up by 6 percent. Staff will continue to closely monitor traffic and revenue data and report back to the State Route 91 Advisory Committee regularly. Summary The 91 Express Lanes status report for the months of April 2014 through October 2014 are provided for review. The report highlights operational and financial activities. Attachments A. 91 Express Lanes Status Report – As of April 30, 2014 B. 91 Express Lanes Status Report – As of May 31, 2014 C. 91 Express Lanes Status Report – As of June 30, 2014 D. 91 Express Lanes Status Report – As of July 31, 2014 E. 91 Express Lanes Status Report – As of August 31, 2014 F. 91 Express Lanes Status Report – As of September 30, 2014 G. 91 Express Lanes Status Report – As of October 31, 2014 ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment A ATTACHMENT A Orange County Transportation Authority SSttaattuuss RReeppoorrtt AApprriill 22001144 As of April 30, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for April 2014 was 1,048,806. This represents a daily average of 34,960. This is a 3.5% increase in total traffic volume from the same period last year when traffic levels totaled 1,012,998. Potential toll revenue for the month was $3,109,600 which represents an increase of 6.7% from the prior year’s total of $2,913,644. Carpool percentage for the month was 22.9% as compared to the previous year’s rate of 23.9%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of April 2014. Current Month-to-Date (MTD) as of April 30, 2014 Trips Apr-14 MTD Actual Stantec MTD Projected # Variance % Variance Apr-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 808,549 775,959 32,590 4.2%770,646 4.9% 3+ Lanes 240,257 253,681 (13,424)(5.3%)242,352 (0.9%) Total Gross Trips 1,048,806 1,029,639 19,167 1.9%1,012,998 3.5% Revenue Full Toll Lanes $3,041,956 $2,949,740 $92,216 3.1%$2,841,316 7.1% 3+ Lanes $67,644 $75,955 ($8,311)(10.9%)$72,327 (6.5%) Total Gross Revenue $3,109,600 $3,025,695 $83,906 2.8%$2,913,644 6.7% Average Revenue per Trip Average Full Toll Lanes $3.76 $3.80 ($0.04)(1.1%)$3.69 1.9% Average 3+ Lanes $0.28 $0.30 ($0.02)(6.7%)$0.30 (6.7%) Average Gross Revenue $2.96 $2.94 $0.02 0.7%$2.88 2.8% 3 . . . . . . . . . The 2014 fiscal year-to-date (YTD) traffic volume is 2.3% higher than the same period last year. The 2014 fiscal year-to-date revenue is 4.5% higher than for the same period last year. Year-to- date average revenue per-trip is $2.94. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2013 through April 2014. FY 2013-14 to Date as of April 30, 2014 Trips FY 2013-14 YTD Actual Stantec YTD Projected # Variance % Variance FY 2012-13 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 7,741,510 7,611,482 130,028 1.7%7,530,687 2.8% 3+ Lanes 2,438,482 2,488,774 (50,292)(2.0%)2,416,429 0.9% Total Gross Trips 10,179,992 10,100,256 79,736 0.8%9,947,116 2.3% Revenue Full Toll Lanes $29,261,079 $28,790,470 $470,609 1.6%$27,972,664 4.6% 3+ Lanes $679,359 $720,050 ($40,691)(5.7%)$686,859 (1.1%) Total Gross Revenue $29,940,439 $29,510,520 $429,918 1.5%$28,659,522 4.5% Average Revenue per Trip Average Full Toll Lanes $3.78 $3.78 $0.00 0.0%$3.71 1.9% Average 3+ Lanes $0.28 $0.29 ($0.01)(3.4%)$0.28 0.0% Average Gross Revenue $2.94 $2.92 $0.02 0.7%$2.88 2.1% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. 5 . . . . . . . . . Thirteen of the peak traffic hours in the eastbound direction reached or exceeded 90% or more of defined capacity during the month of April 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 62% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 237 1,614 47%$4.40 285 1,809 53%$4.55 315 1,880 55%$3.10 431 2,756 81% 1500 - 1600 $3.70 504 2,682 79%$3.95 506 2,884 85%$4.45 569 3,077 91%$9.55 683 3,024 89% 1600 - 1700 $5.80 484 2,914 86%$7.00 507 2,868 84%$9.20 545 2,967 87%$9.35 479 2,531 74% 1700 - 1800 $5.25 451 2,777 82%$6.50 420 2,806 83%$8.55 486 2,888 85%$6.00 505 3,107 91% 1800 - 1900 $3.60 436 2,202 65%$3.60 450 2,245 66%$4.40 516 2,641 78%$5.65 469 2,212 65% 1900 - 2000 $3.35 295 1,312 39%$3.35 322 1,305 38%$4.85 372 1,574 46%$5.30 388 1,469 43% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 230 1,657 49%$4.40 237 1,686 50%$4.40 226 1,743 51%$4.55 247 1,945 57%$3.10 364 2,820 83% 1500 - 1600 $4.75 514 2,629 77%$3.70 548 3,004 88%$3.95 510 2,805 83%$4.45 523 3,091 91%$9.55 613 2,883 85% 1600 - 1700 $4.55 451 2,949 87%$5.80 461 2,962 87%$7.00 475 3,039 89%$9.20 546 3,102 91%$9.35 502 2,968 87% 1700 - 1800 $4.85 421 2,861 84%$5.25 424 2,864 84%$6.50 422 3,018 89%$8.55 479 3,062 90%$6.00 418 2,944 87% 1800 - 1900 $4.75 376 2,092 62%$3.60 466 2,468 73%$3.60 504 2,783 82%$4.40 486 2,775 82%$5.65 408 2,264 67% 1900 - 2000 $3.35 234 1,061 31%$3.35 267 1,322 39%$3.35 318 1,656 49%$4.85 359 1,755 52%$5.30 348 1,535 45% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 218 1,562 46%$4.40 250 1,733 51%$4.40 232 1,827 54%$4.55 299 2,080 61%$3.10 451 3,007 88% 1500 - 1600 $4.75 504 2,556 75%$3.70 503 2,988 88%$3.95 532 2,998 88%$4.45 501 3,078 91%$9.55 459 2,457 72% 1600 - 1700 $4.55 449 3,006 88%$5.80 439 2,895 85%$7.00 482 2,948 87%$9.20 497 2,789 82%$9.35 474 2,703 80% 1700 - 1800 $4.85 410 2,823 83%$5.25 427 3,024 89%$6.50 335 2,610 77%$8.55 502 2,989 88%$6.00 434 2,626 77% 1800 - 1900 $4.75 427 2,115 62%$3.60 439 2,474 73%$3.60 510 3,042 89%$4.40 549 3,035 89%$5.65 343 1,723 51% 1900 - 2000 $3.35 232 1,058 31%$3.35 297 1,442 42%$3.35 325 1,593 47%$4.85 444 2,043 60%$5.30 311 1,135 33% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 276 1,656 49%$4.40 246 1,718 51%$4.40 258 1,819 54%$4.55 306 2,040 60%$3.10 428 2,844 84% 1500 - 1600 $4.75 482 2,584 76%$3.70 508 2,907 86%$3.95 458 2,656 78%$4.45 551 3,134 92%$9.55 622 2,961 87% 1600 - 1700 $4.55 423 2,896 85%$5.80 470 3,114 92%$7.00 244 1,292 38%$9.20 539 3,013 89%$9.35 495 2,949 87% 1700 - 1800 $4.85 416 2,818 83%$5.25 448 3,115 92%$6.50 426 2,787 82%$8.55 481 3,086 91%$6.00 444 2,934 86% 1800 - 1900 $4.75 412 2,212 65%$3.60 433 2,460 72%$3.60 514 3,067 90%$4.40 454 2,542 75%$5.65 451 2,162 64% 1900 - 2000 $3.35 273 1,129 33%$3.35 282 1,248 37%$3.35 285 1,363 40%$4.85 326 1,630 48%$5.30 360 1,417 42% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 237 1,542 45%$4.40 226 1,739 51%$4.40 230 1,712 50% 1500 - 1600 $4.75 525 2,648 78%$3.70 508 2,863 84%$3.95 469 2,763 81% 1600 - 1700 $4.55 430 2,975 88%$5.80 422 2,890 85%$7.00 532 3,089 91% 1700 - 1800 $4.85 420 2,766 81%$5.25 484 3,234 95%$6.50 437 2,949 87% 1800 - 1900 $4.75 408 2,051 60%$3.60 411 2,511 74%$3.60 442 2,456 72% 1900 - 2000 $3.35 260 1,154 34%$3.35 262 1,252 37%$3.35 357 1,508 44% Thursday 05/01/14 Friday 05/02/14Monday 04/28/14 Tuesday 04/29/14 Wednesday 04/30/14 Thursday 04/24/14 Friday 04/25/14 Thursday 04/17/14 Friday 04/18/14 Monday 04/21/14 Tuesday 04/22/14 Wednesday 04/23/14 Thursday 04/10/14 Friday 04/11/14 Monday 04/14/14 Tuesday 04/15/14 Wednesday 04/16/14 Thursday 04/03/14 Friday 04/04/14 Monday 04/07/14 Tuesday 04/08/14 Wednesday 04/09/14 Monday 03/31/14 Tuesday 04/01/14 Wednesday 04/02/14 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 285 859 25%$2.60 318 828 24%$2.60 308 785 23%$2.60 272 694 20% 0500 - 0600 $4.20 552 1,798 53%$4.20 528 1,764 52%$4.20 537 1,754 52%$4.05 531 1,648 48% 0600 - 0700 $4.40 477 1,959 58%$4.40 495 1,998 59%$4.40 528 2,020 59%$4.20 449 1,693 50% 0700 - 0800 $4.90 369 1,775 52%$4.90 309 1,506 44%$4.90 365 1,665 49%$4.75 359 1,537 45% 0800 - 0900 $4.40 242 1,588 47%$4.40 241 1,589 47%$4.40 253 1,607 47%$4.20 213 1,093 32% 0900 - 1000 $3.50 234 1,300 38%$3.50 271 1,538 45%$3.50 274 1,383 41%$3.50 264 1,179 35% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 289 798 23%$2.60 349 827 24%$2.60 329 797 23%$2.60 326 813 24%$2.60 278 727 21% 0500 - 0600 $4.20 527 1,787 53%$4.20 581 1,864 55%$4.20 581 1,820 54%$4.20 562 1,853 55%$4.05 531 1,752 52% 0600 - 0700 $4.40 477 2,114 62%$4.40 481 2,020 59%$4.40 502 1,985 58%$4.40 478 2,027 60%$4.20 428 1,608 47% 0700 - 0800 $4.90 333 1,698 50%$4.90 374 1,802 53%$4.90 376 1,851 54%$4.90 378 1,768 52%$4.75 163 441 13% 0800 - 0900 $4.40 214 1,628 48%$4.40 224 1,618 48%$4.40 237 1,746 51%$4.40 213 1,585 47%$4.20 315 1,573 46% 0900 - 1000 $3.50 160 1,605 47%$3.50 194 1,425 42%$3.50 204 1,338 39%$3.50 166 1,499 44%$3.50 231 1,813 53% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 303 839 25%$2.60 331 824 24%$2.60 320 811 24%$2.60 312 755 22%$2.60 262 735 22% 0500 - 0600 $4.20 532 1,752 52%$4.20 583 1,756 52%$4.20 549 1,870 55%$4.20 577 1,848 54%$4.05 489 1,677 49% 0600 - 0700 $4.40 463 1,919 56%$4.40 476 1,940 57%$4.40 508 1,940 57%$4.40 502 2,057 61%$4.20 378 1,501 44% 0700 - 0800 $4.90 344 1,739 51%$4.90 379 1,791 53%$4.90 370 1,826 54%$4.90 362 1,947 57%$4.75 277 1,368 40% 0800 - 0900 $4.40 238 1,638 48%$4.40 222 1,636 48%$4.40 202 1,694 50%$4.40 223 1,537 45%$4.20 213 1,343 40% 0900 - 1000 $3.50 206 1,646 48%$3.50 200 1,612 47%$3.50 179 1,454 43%$3.50 167 1,214 36%$3.50 233 1,603 47% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 313 880 26%$2.60 328 842 25%$2.60 304 755 22%$2.60 311 823 24%$2.60 281 734 22% 0500 - 0600 $4.20 528 1,817 53%$4.20 558 1,856 55%$4.20 531 1,854 55%$4.20 551 1,801 53%$4.05 498 1,686 50% 0600 - 0700 $4.40 475 1,964 58%$4.40 512 2,082 61%$4.40 508 1,994 59%$4.40 481 2,060 61%$4.20 445 1,802 53% 0700 - 0800 $4.90 364 1,797 53%$4.90 343 1,714 50%$4.90 359 1,777 52%$4.90 351 1,774 52%$4.75 351 1,535 45% 0800 - 0900 $4.40 244 1,495 44%$4.40 226 1,723 51%$4.40 211 1,655 49%$4.40 242 1,645 48%$4.20 196 1,142 34% 0900 - 1000 $3.50 241 1,573 46%$3.50 179 1,412 42%$3.50 172 1,371 40%$3.50 234 1,431 42%$3.50 174 1,154 34% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 300 866 25%$2.60 338 841 25%$2.60 314 814 24% 0500 - 0600 $4.20 520 1,833 54%$4.20 525 1,797 53%$4.20 543 1,887 56% 0600 - 0700 $4.40 504 2,022 59%$4.40 478 1,993 59%$4.40 500 2,005 59% 0700 - 0800 $4.90 356 1,777 52%$4.90 394 1,969 58%$4.90 392 1,910 56% 0800 - 0900 $4.40 228 1,647 48%$4.40 232 1,808 53%$4.40 219 1,788 53% 0900 - 1000 $3.50 189 1,457 43%$3.50 179 1,584 47%$3.50 187 1,626 48% Friday 05/02/14 Thursday 04/24/14 Thursday 04/17/14 Thursday 04/10/14 Monday 04/28/14 Tuesday 04/29/14 Wednesday 04/30/14 Friday 04/25/14 Thursday 05/01/14 Monday 04/21/14 Tuesday 04/22/14 Wednesday 04/23/14 Friday 04/11/14 Monday 04/14/14 Tuesday 04/15/14 Wednesday 04/16/14 Friday 04/18/14 Thursday 04/03/14 Friday 04/04/14 Monday 04/07/14 Tuesday 04/08/14 Wednesday 04/09/14 Monday 03/31/14 Tuesday 04/01/14 Wednesday 04/02/14 7 . . . . . . . . . Performance Measures Apr-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 0:58 Abandon Rate Monthly No more than 4.0% 1.7% Customer Satisfaction Monthly At least 75 outbound calls 75 Convert Violators to Customers Quarterly 8% or more 7% Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 79% CUSA Violation Collection Rate Annually 74% or more 77% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.1% CAS Response Time Monthly 0:20 (minutes) per call 0:05 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 20,001 67.0%20,148 64.2%18,555 IVR Answered 7,329 24.5%7,965 25.4%7,112 *Abandoned Calls = or >20 seconds 507 1.7%858 2.7%749 **Abandoned Calls - all others 2,031 6.8%2,399 7.6%1,946 Total Incoming Calls:29,868 31,370 28,362 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. March-14April-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 821 30.1%742 30.0%684 25.6% Additional Tags to Existing Accounts 619 22.7%533 21.6%569 21.3% Replacement Transponders 1,292 47.3%1,198 48.4%1,420 53.1% Total Issued 2,732 2,473 2,672 Returned Account Closures 403 23.6%422 22.9%466 23.1% Accounts Downsizing 201 11.8%228 12.4%232 11.5% Defective Transponders 1,105 64.7%1,190 64.7%1,323 65.5% Total Returned 1,709 1,840 2,021 FY 2013-14TRANSPONDER DISTRIBUTION April-14 March-14 Average To-Date 8 . . . . . . . . . At the end of April 2014, the 91 Express Lanes had 113,343 active customer accounts, with 170,321 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of April 30, 2014 Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 71 calls during April. The CAS team received 50 calls to assist disabled vehicles, 7 calls to remove debris and conducted 5 assists or traffic breaks. The CAS provided assistance to 5 accidents in the Express Lanes and 4 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 28,051,429.44 26,437,257.00$ 1,614,172.44$ 6.1 Fee revenue 6,369,253.63 5,708,415.00 660,838.63 11.6 Total operating revenues 34,420,683.07 32,145,672.00 2,275,011.07 7.1 Operating expenses: Contracted services 6,547,268.85 6,680,700.00 133,431.15 2.0 Administrative fee 1,806,359.20 1,805,460.00 (899.20) (0.0) Other professional services 656,208.98 2,204,136.00 1,547,927.02 70.2 Credit card processing fees 641,946.86 874,650.00 232,703.14 26.6 Toll road account servicing 602,573.18 395,680.00 (206,893.18) (52.3) Other insurance expense 274,254.18 708,250.00 433,995.82 61.3 Toll road maintenance supply repairs 75,296.80 210,340.00 135,043.20 64.2 Patrol services 448,208.29 354,020.00 (94,188.29) (26.6) Building equipment repairs and maint 342,040.81 514,272.00 172,231.19 33.5 Other services 6,700.00 83,330.00 76,630.00 92.0 Utilities 13,727.04 16,660.00 2,932.96 17.6 Office expense 21,950.89 39,115.00 17,164.11 43.9 Bad debt expense - - - N/A Bond Issuance Cost 743,710.87 368,570.00 (375,140.87) (101.8) Miscellaneous (2)40,610.91 73,673.00 33,062.09 44.9 Leases 243,444.23 345,700.00 102,255.77 29.6 Property taxes - - - N/A Total operating expenses 12,464,301.09 14,674,556.00 2,210,254.91 15.1 Depreciation and amortization 3,181,074.77 - (3,181,074.77) N/A Operating income (loss)18,775,307.21 17,471,116.00 1,304,191.21 7.5 Nonoperating revenues (expenses): Federal assistance grants 989.36 - 989.36 N/A Interest income 512,841.49 1,071,546.00 (558,704.51) (52.1) Investment gain on derivative instrument - - - N/A Interest expense (4,930,825.93) (6,059,496.00) 1,128,670.07 18.6 Other 59,671.66 - 59,671.66 N/A Total nonoperating revenues (expenses)(4,357,323.42) (4,987,950.00) 630,626.58 12.6 Transfers in - - - N/A Transfers out - - - N/A Net income (loss)14,417,983.79$ 12,483,166.00$ 1,934,817.79$ 15.5 ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of April 30, 2014 YTD Variance Capital Asset Activity During the ten months ending April 30, 2014, capital asset activities included $257,504 for the purchase of transponders. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment B ATTACHMENT B Orange County Transportation Authority SSttaattuuss RReeppoorrtt MMaayy 22001144 As of May 31, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for May 2014 was 1,090,994. This represents a daily average of 35,193. This is a 0.9% increase in total traffic volume from the same period last year when traffic levels totaled 1,081,302. Potential toll revenue for the month was $3,223,469 which represents an increase of 2.5% from the prior year’s total of $3,146,199. Carpool percentage for the month was 23.53% as compared to the previous year’s rate of 23.99%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of May 2014. Current Month-to-Date (MTD) as of May 31, 2014 Trips May-14 MTD Actual Stantec MTD Projected # Variance % Variance May-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 834,284 816,372 17,912 2.2%821,920 1.5% 3+ Lanes 256,710 260,023 (3,313)(1.3%)259,382 (1.0%) Total Gross Trips 1,090,994 1,076,395 14,599 1.4%1,081,302 0.9% Revenue Full Toll Lanes $3,154,557 $3,057,053 $97,504 3.2%$3,070,783 2.7% 3+ Lanes $68,913 $73,536 ($4,624)(6.3%)$75,416 (8.6%) Total Gross Revenue $3,223,469 $3,130,589 $92,880 3.0%$3,146,199 2.5% Average Revenue per Trip Average Full Toll Lanes $3.78 $3.74 $0.04 1.1%$3.74 1.1% Average 3+ Lanes $0.27 $0.28 ($0.01)(3.6%)$0.29 (6.9%) Average Gross Revenue $2.95 $2.91 $0.04 1.4%$2.91 1.4% 3 . . . . . . . . . The 2014 fiscal year-to-date (YTD) traffic volume is 2.2% higher than the same period last year. The 2014 fiscal year-to-date revenue is 4.3% higher than for the same period last year. Year-to- date average revenue per-trip is $2.94. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2013 through May 2014. FY 2013-14 to Date as of May 31, 2014 Trips FY 2013-14 YTD Actual Stantec YTD Projected # Variance % Variance FY 2012-13 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 8,575,794 8,427,854 147,940 1.8%8,352,607 2.7% 3+ Lanes 2,695,192 2,748,797 (53,605)(2.0%)2,675,811 0.7% Total Gross Trips 11,270,986 11,176,652 94,334 0.8%11,028,418 2.2% Revenue Full Toll Lanes $32,415,636 $31,847,523 $568,113 1.8%$31,043,447 4.4% 3+ Lanes $748,272 $793,587 ($45,315)(5.7%)$762,275 (1.8%) Total Gross Revenue $33,163,908 $32,641,110 $522,799 1.6%$31,805,721 4.3% Average Revenue per Trip Average Full Toll Lanes $3.78 $3.78 $0.00 0.0%$3.72 1.6% Average 3+ Lanes $0.28 $0.29 ($0.01)(3.4%)$0.28 0.0% Average Gross Revenue $2.94 $2.92 $0.02 0.7%$2.88 2.1% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. 796,914 838,137 755,816 814,534 730,666 735,156 736,570 707,191 817,977 808,549 834,284 282,042 271,303 232,044 247,272 236,469 248,972 229,954 207,177 242,992 240,257 256,710 175,000 350,000 525,000 700,000 875,000 1,050,000 1,225,000 1,400,000 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Vo l u m e Month FY 2013-14 Traffic Volume Overview Full Toll Lanes 3+ Lanes The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. 2,938,169 3,172,477 2,848,332 3,110,396 2,790,096 2,780,627 2,856,181 2,682,074 3,040,772 3,041,956 3,154,557 71,210 75,916 65,555 73,582 57,449 67,282 73,562 61,823 65,335 67,644 68,913 $2,500,000 $2,600,000 $2,700,000 $2,800,000 $2,900,000 $3,000,000 $3,100,000 $3,200,000 $3,300,000 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Re v e n u e Month FY 2013-14 Revenue Summary Full Toll Lanes 3+ Lanes 5 . . . . . . . . . Eight of the peak traffic hours in the eastbound direction reached or exceeded 90% or more of defined capacity during the month of May 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 69% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 250 1,990 59%$3.10 373 2,797 82% 1500 - 1600 $4.45 520 3,047 90%$9.55 617 3,021 89% 1600 - 1700 $9.20 496 2,985 88%$9.35 471 2,824 83% 1700 - 1800 $8.55 455 2,837 83%$6.00 435 2,852 84% 1800 - 1900 $4.40 452 2,356 69%$5.65 432 2,135 63% 1900 - 2000 $4.85 291 1,358 40%$5.30 358 1,483 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 235 1,642 48%$4.40 258 1,669 49%$4.40 245 1,744 51%$4.55 268 1,999 59%$3.10 398 2,740 81% 1500 - 1600 $4.75 526 2,614 77%$3.70 513 2,814 83%$3.95 488 2,844 84%$4.45 499 3,013 89%$9.55 596 2,940 86% 1600 - 1700 $4.55 439 2,853 84%$5.80 430 2,742 81%$7.00 491 2,983 88%$9.20 481 3,016 89%$9.35 549 3,116 92% 1700 - 1800 $4.85 405 2,651 78%$5.25 417 2,740 81%$6.50 428 2,808 83%$8.55 439 2,695 79%$6.00 480 3,218 95% 1800 - 1900 $4.75 400 1,994 59%$3.60 450 2,240 66%$3.60 452 2,247 66%$4.40 507 2,901 85%$5.65 426 2,097 62% 1900 - 2000 $3.35 241 1,083 32%$3.35 265 1,222 36%$3.35 300 1,314 39%$4.85 302 1,559 46%$5.30 333 1,396 41% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 219 1,545 45%$4.40 249 1,725 51%$4.40 231 1,745 51%$4.55 300 2,068 61%$3.10 423 3,037 89% 1500 - 1600 $4.75 489 2,546 75%$3.70 432 2,356 69%$3.95 495 2,888 85%$4.45 505 2,936 86%$9.55 535 2,491 73% 1600 - 1700 $4.55 459 2,877 85%$5.80 507 2,804 82%$7.00 489 2,971 87%$9.20 494 2,900 85%$9.35 526 2,868 84% 1700 - 1800 $4.85 365 2,634 77%$5.25 492 3,204 94%$6.50 437 3,000 88%$8.55 468 2,994 88%$6.00 497 2,907 86% 1800 - 1900 $4.75 421 2,014 59%$3.60 466 2,752 81%$3.60 474 2,797 82%$4.40 437 2,493 73%$5.65 423 2,249 66% 1900 - 2000 $3.35 267 1,088 32%$3.35 251 1,304 38%$3.35 276 1,440 42%$4.85 294 1,402 41%$5.30 343 1,512 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 217 1,573 46%$4.40 264 1,683 50%$4.40 276 1,761 52%$4.55 270 2,135 63%$3.10 529 3,034 89% 1500 - 1600 $4.75 513 2,617 77%$3.70 496 2,797 82%$3.95 542 2,950 87%$4.45 550 3,223 95%$9.55 614 2,855 84% 1600 - 1700 $4.55 449 2,806 83%$5.80 444 2,938 86%$7.00 500 3,026 89%$9.20 542 3,138 92%$9.35 523 2,736 80% 1700 - 1800 $4.85 417 2,844 84%$5.25 417 2,854 84%$6.50 436 2,881 85%$8.55 418 2,756 81%$6.00 437 2,389 70% 1800 - 1900 $4.75 406 2,221 65%$3.60 425 2,386 70%$3.60 436 2,603 77%$4.40 477 2,692 79%$5.65 397 1,861 55% 1900 - 2000 $3.35 263 1,107 33%$3.35 272 1,272 37%$3.35 286 1,312 39%$4.85 347 1,621 48%$5.30 375 1,379 41% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $3.65 263 676 20%$4.40 239 1,706 50%$4.40 270 1,688 50%$4.55 282 1,960 58%$3.10 411 2,801 82% 1500 - 1600 $3.65 265 646 19%$3.70 526 2,694 79%$3.95 493 2,923 86%$4.45 538 3,078 91%$9.55 380 2,236 66% 1600 - 1700 $3.65 291 700 21%$5.80 430 2,817 83%$7.00 481 2,848 84%$9.20 514 2,962 87%$9.35 554 3,033 89% 1700 - 1800 $3.65 311 687 20%$5.25 430 2,808 83%$6.50 413 2,923 86%$8.55 485 3,058 90%$6.00 504 2,984 88% 1800 - 1900 $3.65 370 734 22%$3.60 465 2,324 68%$3.60 484 2,789 82%$4.40 470 2,516 74%$5.65 552 2,994 88% 1900 - 2000 $3.65 346 673 20%$3.35 258 1,235 36%$3.35 326 1,800 53%$4.85 350 1,556 46%$5.30 402 1,640 48% Monday 04/28/14 Tuesday 04/29/14 Wednesday 04/30/14 Thursday 05/01/14 Friday 05/02/14 Monday 05/05/14 Tuesday 05/06/14 Wednesday 05/07/14 Thursday 05/08/14 Friday 05/09/14 Monday 05/12/14 Tuesday 05/13/14 Wednesday 05/14/14 Thursday 05/15/14 Friday 05/16/14 Monday 05/19/14 Tuesday 05/20/14 Wednesday 05/21/14 Thursday 05/22/14 Friday 05/23/14 Monday 05/26/14 Tuesday 05/27/14 Wednesday 05/28/14 Thursday 05/29/14 Friday 05/30/14 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 321 834 25%$2.60 263 719 21% 0500 - 0600 $4.20 544 1,818 53%$4.05 516 1,708 50% 0600 - 0700 $4.40 475 2,097 62%$4.20 416 1,779 52% 0700 - 0800 $4.90 387 1,859 55%$4.75 374 1,701 50% 0800 - 0900 $4.40 221 1,721 51%$4.20 275 1,736 51% 0900 - 1000 $3.50 147 1,066 31%$3.50 224 1,669 49% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 301 845 25%$2.60 292 824 24%$2.60 311 808 24%$2.60 319 816 24%$2.60 272 727 21% 0500 - 0600 $4.20 525 1,795 53%$4.20 555 1,801 53%$4.20 534 1,856 55%$4.20 539 1,773 52%$4.05 500 1,738 51% 0600 - 0700 $4.40 502 2,336 69%$4.40 510 2,112 62%$4.40 526 2,046 60%$4.40 539 2,145 63%$4.20 490 1,850 54% 0700 - 0800 $4.90 390 1,898 56%$4.90 391 1,894 56%$4.90 381 1,906 56%$4.90 410 1,903 56%$4.75 351 1,695 50% 0800 - 0900 $4.40 226 1,685 50%$4.40 204 1,667 49%$4.40 220 1,857 55%$4.40 213 1,514 45%$4.20 219 1,311 39% 0900 - 1000 $3.50 200 1,529 45%$3.50 184 1,622 48%$3.50 176 1,481 44%$3.50 159 1,054 31%$3.50 170 1,121 33% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 298 881 26%$2.60 323 832 24%$2.60 328 867 26%$2.60 305 825 24%$2.60 265 758 22% 0500 - 0600 $4.20 442 1,497 44%$4.20 560 1,893 56%$4.20 562 1,823 54%$4.20 559 1,842 54%$4.05 532 1,759 52% 0600 - 0700 $4.40 383 1,413 42%$4.40 495 2,077 61%$4.40 521 1,977 58%$4.40 494 2,132 63%$4.20 449 1,856 55% 0700 - 0800 $4.90 397 1,631 48%$4.90 415 1,902 56%$4.90 398 1,908 56%$4.90 413 1,972 58%$4.75 369 1,833 54% 0800 - 0900 $4.40 236 1,730 51%$4.40 228 1,803 53%$4.40 232 1,855 55%$4.40 221 1,750 51%$4.20 240 1,645 48% 0900 - 1000 $3.50 209 1,944 57%$3.50 168 1,745 51%$3.50 175 1,540 45%$3.50 174 1,492 44%$3.50 190 1,387 41% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 311 880 26%$2.60 306 836 25%$2.60 320 847 25%$2.60 301 814 24%$2.60 244 718 21% 0500 - 0600 $4.20 531 1,765 52%$4.20 542 1,788 53%$4.20 537 1,847 54%$4.20 529 1,786 53%$4.05 341 1,066 31% 0600 - 0700 $4.40 504 1,893 56%$4.40 511 2,097 62%$4.40 503 1,939 57%$4.40 521 2,049 60%$4.20 354 1,236 36% 0700 - 0800 $4.90 363 1,776 52%$4.90 391 1,857 55%$4.90 409 1,848 54%$4.90 390 1,840 54%$4.75 457 1,914 56% 0800 - 0900 $4.40 211 1,612 47%$4.40 233 1,756 52%$4.40 212 1,682 49%$4.40 225 1,612 47%$4.20 266 1,707 50% 0900 - 1000 $3.50 142 1,198 35%$3.50 195 1,493 44%$3.50 161 1,336 39%$3.50 151 1,189 35%$3.50 189 1,364 40% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $1.40 28 62 2%$2.60 299 851 25%$2.60 323 815 24%$2.60 293 825 24%$2.60 287 790 23% 0500 - 0600 $1.40 31 99 3%$4.20 517 1,812 53%$4.20 560 1,853 55%$4.20 540 1,919 56%$4.05 496 1,785 53% 0600 - 0700 $1.40 38 125 4%$4.40 507 2,093 62%$4.40 498 2,002 59%$4.40 511 2,245 66%$4.20 502 1,868 55% 0700 - 0800 $1.40 100 242 7%$4.90 399 1,832 54%$4.90 400 1,827 54%$4.90 409 1,931 57%$4.75 401 1,728 51% 0800 - 0900 $2.20 148 399 12%$4.40 245 1,735 51%$4.40 227 1,649 49%$4.40 255 1,673 49%$4.20 242 1,416 42% 0900 - 1000 $3.15 282 665 20%$3.50 207 1,564 46%$3.50 175 1,222 36%$3.50 169 1,284 38%$3.50 221 1,228 36% Monday 04/28/14 Tuesday 04/29/14 Wednesday 04/30/14 Thursday 05/01/14 Friday 05/02/14 Monday 05/05/14 Tuesday 05/06/14 Wednesday 05/07/14 Friday 05/09/14 Monday 05/12/14 Tuesday 05/13/14 Wednesday 05/14/14 Friday 05/16/14 Monday 05/19/14 Tuesday 05/20/14 Wednesday 05/21/14 Friday 05/23/14 Thursday 05/29/14 Thursday 05/08/14 Monday 05/26/14 Tuesday 05/27/14 Wednesday 05/28/14 Friday 05/30/14 Thursday 05/22/14 Thursday 05/15/14 7 . . . . . . . . . Performance Measures May-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 1:29 Abandon Rate Monthly No more than 4.0% 3.7% Customer Satisfaction Monthly At least 75 outbound calls 77 Convert Violators to Customers Quarterly 8% or more 7% Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 78% CUSA Violation Collection Rate Annually 74% or more 77% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.1% CAS Response Time Monthly 0:20 (minutes) per call 0:09 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 20,661 63.4%20,001 67.0%18,856 IVR Answered 8,482 26.0%7,329 24.5%7,308 *Abandoned Calls = or >20 seconds 1,212 3.7%507 1.7%815 **Abandoned Calls - all others 2,209 6.8%2,031 6.8%1,983 Total Incoming Calls:32,564 29,868 28,962 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. April-14May-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 773 28.1%821 30.1%685 25.8% Additional Tags to Existing Accounts 707 25.7%619 22.7%577 21.7% Replacement Transponders 1,267 46.1%1,292 47.3%1,398 52.6% Total Issued 2,747 2,732 2,659 Returned Account Closures 465 25.9%403 23.6%462 23.3% Accounts Downsizing 218 12.2%201 11.8%229 11.6% Defective Transponders 1,109 61.9%1,105 64.7%1,291 65.1% Total Returned 1,792 1,709 1,982 FY 2013-14TRANSPONDER DISTRIBUTION May-14 April-14 Average To-Date 8 . . . . . . . . . At the end of May 2014, the 91 Express Lanes had 113,761 active customer accounts, with 170,806 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of May 31, 2014 Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 109 calls during May. The CAS team received 66 calls to assist disabled vehicles, 9 calls to remove debris and conducted 14 assists or traffic breaks. The CAS provided assistance to 15 accidents in the Express Lanes and 5 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 31,088,981.31 28,908,562.00$ 2,180,419.31$ 7.5 Fee revenue 7,304,382.56 6,150,083.00 1,154,299.56 18.8 Total operating revenues 38,393,363.87 35,058,645.00 3,334,718.87 9.5 Operating expenses: Contracted services 7,191,304.61 7,338,770.00 147,465.39 2.0 Administrative fee 1,986,995.12 1,986,006.00 (989.12) (0.0) Other professional services 948,384.40 2,470,066.00 1,521,681.60 61.6 Credit card processing fees 717,565.22 962,115.00 244,549.78 25.4 Toll road account servicing 644,298.96 435,248.00 (209,050.96) (48.0) Other insurance expense 303,910.27 729,075.00 425,164.73 58.3 Toll road maintenance supply repairs 80,533.96 229,499.00 148,965.04 64.9 Patrol services 486,790.28 389,422.00 (97,368.28) (25.0) Building equipment repairs and maint 381,540.44 556,512.00 174,971.56 31.4 Other services 7,350.00 84,163.00 76,813.00 91.3 Utilities 14,922.72 18,326.00 3,403.28 18.6 Office expense 17,477.39 41,989.00 24,511.61 58.4 Bad debt expense - - - N/A Bond Issuance Cost 743,710.87 380,427.00 (363,283.87) (95.5) Miscellaneous (2)44,057.93 77,327.00 33,269.07 43.0 Leases 269,606.73 380,270.00 110,663.27 29.1 Total operating expenses 13,838,448.90 16,079,215.00 2,240,766.10 13.9 Depreciation and amortization (3)3,487,843.00 - (3,487,843.00) N/A Operating income (loss)21,067,071.97 18,979,430.00 2,087,641.97 11.0 Nonoperating revenues (expenses): Federal assistance grants 989.36 - 989.36 N/A Interest income 565,110.04 1,154,192.00 (589,081.96) (51.0) Investment gain on derivative instrument - - - N/A Interest expense (5,422,250.90) (6,646,336.00) 1,224,085.10 18.4 Other 64,150.68 - 64,150.68 N/A Total nonoperating revenues (expenses)(4,792,000.82) (5,492,144.00) 700,143.18 12.7 Transfers in - - - N/A Transfers out - - - N/A Net income (loss)16,275,071.15$ 13,487,286.00$ 2,787,785.15$ 20.7 ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of May 31, 2014 YTD Variance Capital Asset Activity During the eleven months ending May 31, 2014, capital asset activities included $348,855 for the purchase of transponders and $6,370 for the purchase of computer equipment. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment C ATTACHMENT C Orange County Transportation Authority SSttaattuuss RReeppoorrtt JJuunnee 22001144 As of June 30, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for June 2014 was 1,055,888. This represents a daily average of 35,196. This is a 0.1% decrease in total traffic volume from the same period last year when traffic levels totaled 1,057,130. Potential toll revenue for the month was $3,002,895 which represents an increase of 3.9% from the prior year’s total of $2,891,230. Carpool percentage for the month was 24.93% as compared to the previous year’s rate of 25.78%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of June 2014. Current Month-to-Date (MTD) as of June 30, 2014 Trips Jun-14 MTD Actual Stantec MTD Projected # Variance % Variance Jun-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 792,643 806,626 (13,983)(1.7%)784,585 1.0% 3+ Lanes 263,245 279,235 (15,990)(5.7%)272,545 (3.4%) Total Gross Trips 1,055,888 1,085,860 (29,972)(2.8%)1,057,130 (0.1%) Revenue Full Toll Lanes $2,934,273 $2,994,863 ($60,590)(2.0%)$2,820,263 4.0% 3+ Lanes $68,622 $77,550 ($8,928)(11.5%)$70,967 (3.3%) Total Gross Revenue $3,002,895 $3,072,412 ($69,518)(2.3%)$2,891,230 3.9% Average Revenue per Trip Average Full Toll Lanes $3.70 $3.71 ($0.01)(0.3%)$3.59 3.1% Average 3+ Lanes $0.26 $0.28 ($0.02)(7.1%)$0.26 0.0% Average Gross Revenue $2.84 $2.83 $0.01 0.4%$2.73 4.0% 3 . . . . . . . . . The 2014 fiscal year-to-date (YTD) traffic volume is 2% higher than the same period last year. The 2014 fiscal year-to-date revenue is 4.2% higher than for the same period last year. Year-to- date average revenue per-trip is $2.93. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2013 through June 2014. FY 2013-14 to Date as of June 30, 2014 Trips FY 2013-14 YTD Actual Stantec YTD Projected # Variance % Variance FY 2012-13 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 9,368,437 9,234,480 133,957 1.5%9,137,192 2.5% 3+ Lanes 2,958,437 3,028,032 (69,595)(2.3%)2,948,356 0.3% Total Gross Trips 12,326,874 12,262,512 64,362 0.5%12,085,548 2.0% Revenue Full Toll Lanes $35,349,909 $34,842,386 $507,523 1.5%$33,863,710 4.4% 3+ Lanes $816,894 $871,136 ($54,242)(6.2%)$833,242 (2.0%) Total Gross Revenue $36,166,803 $35,713,522 $453,281 1.3%$34,696,951 4.2% Average Revenue per Trip Average Full Toll Lanes $3.77 $3.77 $0.00 0.0%$3.71 1.6% Average 3+ Lanes $0.28 $0.29 ($0.01)(3.4%)$0.28 0.0% Average Gross Revenue $2.93 $2.91 $0.02 0.7%$2.87 2.1% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2013-14 on a monthly basis. 5 . . . . . . . . . Six of the peak traffic hours in the eastbound direction reached or exceeded 90% or more of defined capacity during the month of June 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 63% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 316 1,737 51%$4.40 276 1,743 51%$4.40 308 1,876 55%$4.55 331 2,034 60%$3.10 452 2,825 83% 1500 - 1600 $4.75 526 2,742 81%$3.70 591 3,002 88%$3.95 584 3,027 89%$4.45 577 2,979 88%$9.55 670 2,971 87% 1600 - 1700 $4.55 466 2,927 86%$5.80 521 3,009 89%$7.00 510 3,048 90%$9.20 510 2,930 86%$9.35 525 2,910 86% 1700 - 1800 $4.85 449 2,858 84%$5.25 463 2,902 85%$6.50 450 3,028 89%$8.55 518 3,115 92%$6.00 452 2,744 81% 1800 - 1900 $4.75 433 2,180 64%$3.60 455 2,441 72%$3.60 519 2,589 76%$4.40 467 2,462 72%$5.65 450 2,159 64% 1900 - 2000 $3.35 249 1,046 31%$3.35 280 1,321 39%$3.35 289 1,389 41%$4.85 338 1,488 44%$5.30 397 1,524 45% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 301 1,668 49%$4.40 295 1,726 51%$4.40 330 1,812 53%$4.55 369 2,096 62%$3.10 472 2,788 82% 1500 - 1600 $4.75 537 2,706 80%$3.70 547 2,780 82%$3.95 561 2,832 83%$4.45 612 2,963 87%$9.55 624 2,886 85% 1600 - 1700 $4.55 533 3,040 89%$5.80 513 2,956 87%$7.00 526 2,961 87%$9.20 559 2,972 87%$9.35 495 2,739 81% 1700 - 1800 $4.85 420 2,669 79%$5.25 463 3,163 93%$6.50 445 2,815 83%$8.55 465 3,011 89%$6.00 466 2,799 82% 1800 - 1900 $4.75 446 2,038 60%$3.60 479 2,419 71%$3.60 528 2,825 83%$4.40 496 2,422 71%$5.65 458 2,160 64% 1900 - 2000 $3.35 258 1,109 33%$3.35 313 1,345 40%$3.35 295 1,339 39%$4.85 365 1,539 45%$5.30 419 1,645 48% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 294 1,474 43%$4.40 296 1,812 53%$4.40 352 1,908 56%$4.55 345 1,932 57%$3.10 445 2,557 75% 1500 - 1600 $4.75 456 2,235 66%$3.70 546 2,729 80%$3.95 598 2,860 84%$4.45 548 2,947 87%$9.55 623 2,934 86% 1600 - 1700 $4.55 470 2,615 77%$5.80 500 2,923 86%$7.00 502 2,769 81%$9.20 543 2,987 88%$9.35 548 2,901 85% 1700 - 1800 $4.85 435 2,489 73%$5.25 449 2,893 85%$6.50 467 3,058 90%$8.55 509 3,012 89%$6.00 429 2,697 79% 1800 - 1900 $4.75 527 2,605 77%$3.60 457 2,432 72%$3.60 503 2,606 77%$4.40 540 2,662 78%$5.65 457 2,161 64% 1900 - 2000 $3.35 320 1,166 34%$3.35 313 1,414 42%$3.35 316 1,514 45%$4.85 366 1,611 47%$5.30 372 1,494 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 293 1,636 48%$4.40 353 1,810 53%$4.40 361 1,869 55%$4.55 347 1,990 59%$3.10 489 2,774 82% 1500 - 1600 $4.75 503 2,583 76%$3.70 536 2,714 80%$3.95 433 2,547 75%$4.45 556 2,981 88%$9.55 633 2,922 86% 1600 - 1700 $4.55 491 2,685 79%$5.80 524 3,148 93%$7.00 569 3,043 90%$9.20 550 2,944 87%$9.35 497 2,816 83% 1700 - 1800 $4.85 417 2,545 75%$5.25 445 2,872 84%$6.50 490 2,843 84%$8.55 529 2,929 86%$6.00 450 2,778 82% 1800 - 1900 $4.75 450 1,986 58%$3.60 458 2,298 68%$3.60 466 2,460 72%$4.40 503 2,552 75%$5.65 447 2,217 65% 1900 - 2000 $3.35 276 1,059 31%$3.35 328 1,327 39%$3.35 355 1,560 46%$4.85 408 1,600 47%$5.30 389 1,609 47% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.40 308 1,635 48% 1500 - 1600 $4.75 582 2,655 78% 1600 - 1700 $4.55 517 2,835 83% 1700 - 1800 $4.85 409 2,623 77% 1800 - 1900 $4.75 445 2,236 66% 1900 - 2000 $3.35 308 1,181 35% Monday 06/02/14 Tuesday 06/03/14 Wednesday 06/04/14 Thursday 06/05/14 Friday 06/06/14 Monday 06/09/14 Tuesday 06/10/14 Wednesday 06/11/14 Thursday 06/12/14 Friday 06/13/14 Monday 06/16/14 Tuesday 06/17/14 Wednesday 06/18/14 Thursday 06/19/14 Friday 06/20/14 Monday 06/23/14 Tuesday 06/24/14 Wednesday 06/25/14 Thursday 06/26/14 Friday 06/27/14 Monday 06/30/14 Tuesday 07/01/14 Wednesday 07/02/14 Thursday 07/03/14 Friday 07/04/14 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 282 821 24%$2.60 302 802 24%$2.60 316 843 25%$2.60 318 879 26%$2.60 281 803 24% 0500 - 0600 $4.20 539 1,842 54%$4.20 532 1,700 50%$4.20 532 2,014 59%$4.20 589 1,945 57%$4.05 501 1,696 50% 0600 - 0700 $4.40 509 2,020 59%$4.40 376 1,383 41%$4.40 493 2,138 63%$4.40 533 2,018 59%$4.20 547 1,975 58% 0700 - 0800 $4.90 415 1,802 53%$4.90 437 1,903 56%$4.90 439 1,988 58%$4.90 433 1,846 54%$4.75 385 1,608 47% 0800 - 0900 $4.40 265 1,667 49%$4.40 313 1,782 52%$4.40 271 1,736 51%$4.40 263 1,692 50%$4.20 225 1,198 35% 0900 - 1000 $3.50 247 1,502 44%$3.50 229 1,604 47%$3.50 239 1,259 37%$3.50 211 1,211 36%$3.50 208 1,112 33% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 311 824 24%$2.60 317 848 25%$2.60 317 900 26%$2.60 323 849 25%$2.60 292 774 23% 0500 - 0600 $4.20 551 1,927 57%$4.20 591 1,875 55%$4.20 598 1,801 53%$4.20 589 1,867 55%$4.05 522 1,717 51% 0600 - 0700 $4.40 525 2,006 59%$4.40 532 2,032 60%$4.40 529 2,013 59%$4.40 545 2,091 62%$4.20 473 1,831 54% 0700 - 0800 $4.90 402 1,807 53%$4.90 402 1,860 55%$4.90 425 1,910 56%$4.90 413 1,809 53%$4.75 303 1,370 40% 0800 - 0900 $4.40 247 1,584 47%$4.40 231 1,481 44%$4.40 266 1,668 49%$4.40 268 1,497 44%$4.20 232 1,165 34% 0900 - 1000 $3.50 211 1,326 39%$3.50 205 1,210 36%$3.50 231 1,306 38%$3.50 244 1,239 36%$3.50 265 1,220 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 295 861 25%$2.60 342 866 25%$2.60 315 843 25%$2.60 325 853 25%$2.60 266 730 21% 0500 - 0600 $4.20 531 1,842 54%$4.20 549 1,825 54%$4.20 565 1,909 56%$4.20 553 1,894 56%$4.05 497 1,716 50% 0600 - 0700 $4.40 486 1,935 57%$4.40 522 2,071 61%$4.40 523 1,954 57%$4.40 480 1,955 58%$4.20 432 1,770 52% 0700 - 0800 $4.90 364 1,734 51%$4.90 371 1,751 52%$4.90 389 1,818 53%$4.90 356 1,731 51%$4.75 319 1,431 42% 0800 - 0900 $4.40 254 1,518 45%$4.40 278 1,637 48%$4.40 291 1,662 49%$4.40 271 1,713 50%$4.20 237 1,211 36% 0900 - 1000 $3.50 227 1,127 33%$3.50 282 1,613 47%$3.50 260 1,305 38%$3.50 262 1,425 42%$3.50 285 1,218 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 259 742 22%$2.60 314 869 26%$2.60 309 847 25%$2.60 301 844 25%$2.60 299 785 23% 0500 - 0600 $4.20 555 1,852 54%$4.20 559 1,812 53%$4.20 540 1,919 56%$4.20 554 1,769 52%$4.05 526 1,701 50% 0600 - 0700 $4.40 439 1,905 56%$4.40 455 1,927 57%$4.40 503 2,090 61%$4.40 495 1,984 58%$4.20 420 1,628 48% 0700 - 0800 $4.90 315 1,719 51%$4.90 327 1,744 51%$4.90 351 1,752 52%$4.90 380 1,789 53%$4.75 349 1,631 48% 0800 - 0900 $4.40 268 1,584 47%$4.40 272 1,679 49%$4.40 297 1,747 51%$4.40 307 1,634 48%$4.20 280 1,525 45% 0900 - 1000 $3.50 245 1,266 37%$3.50 263 1,474 43%$3.50 297 1,472 43%$3.50 252 1,294 38%$3.50 275 1,217 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.60 320 851 25% 0500 - 0600 $4.20 548 1,834 54% 0600 - 0700 $4.40 468 1,955 58% 0700 - 0800 $4.90 343 1,666 49% 0800 - 0900 $4.40 283 1,528 45% 0900 - 1000 $3.50 252 1,161 34% Monday 06/02/14 Tuesday 06/03/14 Wednesday 06/04/14 Thursday 06/05/14 Friday 06/06/14 Monday 06/09/14 Tuesday 06/10/14 Wednesday 06/11/14 Friday 06/13/14 Monday 06/16/14 Tuesday 06/17/14 Wednesday 06/18/14 Friday 06/20/14 Monday 06/23/14 Tuesday 06/24/14 Wednesday 06/25/14 Friday 06/27/14 Thursday 07/03/14 Thursday 06/12/14 Monday 06/30/14 Tuesday 07/01/14 Wednesday 07/02/14 Friday 07/04/14 Thursday 06/26/14 Thursday 06/19/14 7 . . . . . . . . . Performance Measures Jun-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 1:37 Abandon Rate Monthly No more than 4.0% 2.5% Customer Satisfaction Monthly At least 75 outbound calls 75 Convert Violators to Customers Quarterly 8% or more 13% Convert Violators to Customers Annually 10% or more 10% VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 78% CUSA Violation Collection Rate Annually 74% or more 77% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.03% CAS Response Time Monthly 0:20 (minutes) per call 0:09 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 22,271 66.4%20,661 63.4%19,283 IVR Answered 8,329 24.8%8,482 26.0%7,435 *Abandoned Calls = or >20 seconds 843 2.5%1,212 3.7%819 **Abandoned Calls - all others 2,096 6.2%2,209 6.8%1,997 Total Incoming Calls:33,539 32,564 29,534 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. May-14June-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 895 30.1%773 28.1%702 26.2% Additional Tags to Existing Accounts 633 21.3%707 25.7%581 21.6% Replacement Transponders 1,441 48.5%1,267 46.1%1,401 52.2% Total Issued 2,969 2,747 2,685 Returned Account Closures 534 27.5%465 25.9%468 23.7% Accounts Downsizing 169 8.7%218 12.2%224 11.3% Defective Transponders 1,236 63.7%1,109 61.9%1,287 65.0% Total Returned 1,939 1,792 1,979 FY 2013-14TRANSPONDER DISTRIBUTION June-14 May-14 Average To-Date 8 . . . . . . . . . At the end of June 2014, the 91 Express Lanes had 113,672 active customer accounts, with 171,304 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of June 30, 2014 Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 83 calls during June. The CAS team received 57 calls to assist disabled vehicles, 9 calls to remove debris and conducted 10 assists or traffic breaks. The CAS provided assistance to 3 accidents in the Express Lanes and 4 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 34,059,188.61 31,255,001.00$ 2,804,187.61$ 9.0 Fee revenue 9,261,593.33 6,944,321.00 2,317,272.33 33.4 Total operating revenues 43,320,781.94 38,199,322.00 5,121,459.94 13.4 Operating expenses: Contracted services 7,835,217.37 8,000,000.00 164,782.63 2.1 Administrative fee 2,167,631.04 2,166,546.00 (1,085.04) (0.1) Other professional services 1,152,461.07 3,036,723.00 1,884,261.93 62.0 Credit card processing fees 824,945.74 1,050,000.00 225,054.26 21.4 Toll road account servicing 1,089,234.05 475,000.00 (614,234.05) (129.3) Other insurance expense 333,566.36 750,000.00 416,433.64 55.5 Toll road maintenance supply repairs 92,986.89 255,000.00 162,013.11 63.5 Patrol services 525,372.28 425,000.00 (100,372.28) (23.6) Building equipment repairs and maint 431,050.70 660,000.00 228,949.30 34.7 Other services 8,000.00 110,000.00 102,000.00 92.7 Utilities 16,879.48 20,000.00 3,120.52 15.6 Office expense 20,102.54 50,000.00 29,897.46 59.8 Bad debt expense 305,300.55 - (305,300.55) N/A Miscellaneous (2)792,076.71 489,796.00 (302,280.71) (61.7) Leases 295,769.23 415,000.00 119,230.77 28.7 Total operating expenses 15,890,594.01 17,903,065.00 2,012,470.99 11.2 Depreciation and amortization (3)3,793,953.72 - (3,793,953.72) N/A Operating income (loss)23,636,234.21 20,296,257.00 3,339,977.21 16.5 Nonoperating revenues (expenses): Federal assistance grants 989.36 - 989.36 N/A Interest income 382,167.80 1,236,202.00 (854,034.20) (69.1) Investment gain on derivative instrument - - - N/A Interest expense (5,913,675.87) (7,235,987.00) 1,322,311.13 18.3 Other 133,342.11 - 133,342.11 N/A Total nonoperating revenues (expenses)(5,397,176.60) (5,999,785.00) 602,608.40 10.0 Transfers in - - - N/A Transfers out - - - N/A Net income (loss)18,239,057.61$ 14,296,472.00$ 3,942,585.61$ 27.6 ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. 4Actuals are preliminary pre-closing amounts for FY 2013-14. Final numbers will be shown in the audited financial statements. YTD as of June 30, 2014 YTD Variance Capital Asset Activity During the twelve months ending June 30, 2014, capital asset activities included $348,855 for the purchase of transponders and $15,985 for the purchase of computer equipment. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment D ATTACHMENT D Orange County Transportation Authority SSttaattuuss RReeppoorrtt JJuullyy 22001144 As of July 31, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for July 2014 was 1,099,720. This represents a daily average of 35,475. This is a 1.9% increase in total traffic volume from the same period last year when traffic levels totaled 1,078,956. Potential toll revenue for the month was $3,185,504 which represents an increase of 5.9% from the prior year’s total of $3,009,379. Carpool percentage for the month was 25.63% as compared to the previous year’s rate of 26.14%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of July 2014. Current Month-to-Date (MTD) as of July 31, 2014 Trips Jul-14 MTD Actual Stantec MTD Projected # Variance % Variance Jul-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 817,881 810,674 7,207 0.9%796,914 2.6% 3+ Lanes 281,839 282,156 (317)(0.1%)282,042 (0.1%) Total Gross Trips 1,099,720 1,092,830 6,890 0.6%1,078,956 1.9% Revenue Full Toll Lanes $3,110,279 $3,071,298 $38,981 1.3%$2,938,169 5.9% 3+ Lanes $75,225 $72,687 $2,538 3.5%$71,210 5.6% Total Gross Revenue $3,185,504 $3,143,985 $41,519 1.3%$3,009,379 5.9% Average Revenue per Trip Average Full Toll Lanes $3.80 $3.79 $0.01 0.3%$3.69 3.0% Average 3+ Lanes $0.27 $0.26 $0.01 3.8%$0.25 8.0% Average Gross Revenue $2.90 $2.88 $0.02 0.7%$2.79 3.9% 3 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 817,881 281,839 175,000 350,000 525,000 700,000 875,000 1,050,000 1,225,000 1,400,000 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Vo l u m e Month FY 2014-15 Traffic Volume Overview Full Toll Lanes 3+ Lanes The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 3,110,279 75,225 $2,500,000 $2,600,000 $2,700,000 $2,800,000 $2,900,000 $3,000,000 $3,100,000 $3,200,000 $3,300,000 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Re v e n u e Month FY 2014-15 Revenue Summary Full Toll Lanes 3+ Lanes 4 . . . . . . . . . Peak traffic hour in the eastbound direction reached or exceeded 90% or more of defined capacity four times during the month of July 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 58% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 370 1,793 53%$4.55 350 1,978 58%$3.10 496 2,696 79%$3.75 218 614 18% 1500 - 1600 $3.70 562 2,813 83%$3.95 605 2,948 87%$9.85 603 2,866 84%$3.75 229 596 18% 1600 - 1700 $5.95 488 2,811 83%$7.20 535 2,847 84%$9.65 506 2,809 83%$3.75 201 514 15% 1700 - 1800 $5.40 491 2,970 87%$6.70 487 3,044 90%$6.20 475 2,522 74%$3.75 156 462 14% 1800 - 1900 $3.60 426 2,335 69%$3.60 558 2,641 78%$5.80 424 1,978 58%$3.75 176 435 13% 1900 - 2000 $3.45 434 2,138 63%$3.45 380 1,545 45%$5.45 408 1,460 43%$3.75 178 426 13% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 332 1,620 48%$4.55 353 1,809 53%$4.55 335 1,888 56%$4.70 364 1,933 57%$3.10 486 2,676 79% 1500 - 1600 $4.90 525 2,516 74%$3.70 505 2,653 78%$3.95 569 2,907 86%$4.60 622 2,975 88%$9.85 597 2,775 82% 1600 - 1700 $4.70 465 2,662 78%$5.95 547 2,891 85%$7.20 527 3,033 89%$9.50 566 2,997 88%$9.65 488 2,702 79% 1700 - 1800 $4.85 391 2,568 76%$5.40 446 2,897 85%$6.70 500 2,990 88%$8.80 469 2,937 86%$6.20 453 2,919 86% 1800 - 1900 $4.90 391 1,939 57%$3.60 449 2,354 69%$3.60 456 2,446 72%$4.40 527 2,674 79%$5.80 527 2,384 70% 1900 - 2000 $3.45 303 1,127 33%$3.45 313 1,322 39%$3.45 360 1,606 47%$5.00 403 1,668 49%$5.45 478 1,756 52% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 308 1,612 47%$4.55 220 1,226 36%$4.55 276 1,640 48%$4.70 364 1,940 57%$3.10 447 2,802 82% 1500 - 1600 $4.90 510 2,519 74%$3.70 395 2,143 63%$3.95 493 2,634 77%$4.60 566 2,945 87%$9.85 608 2,845 84% 1600 - 1700 $4.70 480 2,772 82%$5.95 560 2,953 87%$7.20 540 2,940 86%$9.50 525 2,734 80%$9.65 501 2,723 80% 1700 - 1800 $4.85 414 2,742 81%$5.40 479 3,152 93%$6.70 481 2,987 88%$8.80 486 2,940 86%$6.20 474 2,715 80% 1800 - 1900 $4.90 440 2,010 59%$3.60 548 2,836 83%$3.60 535 2,590 76%$4.40 517 2,634 77%$5.80 492 2,225 65% 1900 - 2000 $3.45 289 1,088 32%$3.45 345 1,493 44%$3.45 350 1,591 47%$5.00 400 1,638 48%$5.45 415 1,557 46% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 323 1,657 49%$4.55 338 1,812 53%$4.55 363 1,879 55%$4.70 376 1,987 58%$3.10 442 2,537 75% 1500 - 1600 $4.90 551 2,552 75%$3.70 562 2,771 82%$3.95 598 2,950 87%$4.60 547 2,828 83%$9.85 659 2,913 86% 1600 - 1700 $4.70 485 2,832 83%$5.95 508 2,808 83%$7.20 540 2,798 82%$9.50 554 2,922 86%$9.65 574 2,972 87% 1700 - 1800 $4.85 373 2,582 76%$5.40 469 2,854 84%$6.70 486 2,877 85%$8.80 494 2,877 85%$6.20 453 2,628 77% 1800 - 1900 $4.90 481 2,082 61%$3.60 483 2,406 71%$3.60 540 2,446 72%$4.40 511 2,475 73%$5.80 483 2,145 63% 1900 - 2000 $3.45 333 1,230 36%$3.45 375 1,599 47%$3.45 380 1,480 44%$5.00 405 1,767 52%$5.45 428 1,547 46% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 339 1,682 49%$4.55 351 1,876 55%$4.55 352 1,843 54%$4.70 400 2,062 61% 1500 - 1600 $4.90 549 2,626 77%$3.70 523 2,807 83%$3.95 561 2,785 82%$4.60 560 2,988 88% 1600 - 1700 $4.70 504 2,832 83%$5.95 555 2,996 88%$7.20 565 3,017 89%$9.50 552 3,401 100% 1700 - 1800 $4.85 425 2,767 81%$5.40 453 2,899 85%$6.70 490 3,093 91%$8.80 469 2,922 86% 1800 - 1900 $4.90 473 2,151 63%$3.60 508 2,370 70%$3.60 531 2,692 79%$4.40 537 2,798 82% 1900 - 2000 $3.45 309 1,112 33%$3.45 357 1,402 41%$3.45 400 1,635 48%$5.00 434 1,761 52% Monday 06/30/14 Tuesday 07/01/14 Wednesday 07/02/14 Thursday 07/03/14 Friday 07/04/14 Monday 07/07/14 Tuesday 07/08/14 Wednesday 07/09/14 Thursday 07/10/14 Friday 07/11/14 Monday 07/14/14 Tuesday 07/15/14 Wednesday 07/16/14 Thursday 07/17/14 Friday 07/18/14 Monday 07/21/14 Tuesday 07/22/14 Wednesday 07/23/14 Thursday 07/24/14 Friday 07/25/14 Monday 07/28/14 Tuesday 07/29/14 Wednesday 07/30/14 Thursday 07/31/14 Friday 08/01/14 5 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 300 850 25%$2.70 306 789 23%$2.70 295 772 23%$1.45 31 71 2% 0500 - 0600 $4.35 584 1,891 56%$4.35 567 1,792 53%$4.15 527 1,728 51%$1.45 57 170 5% 0600 - 0700 $4.55 463 1,968 58%$4.55 461 1,962 58%$4.35 403 1,759 52%$1.45 72 186 5% 0700 - 0800 $5.05 347 1,673 49%$5.05 321 1,515 45%$4.90 349 1,618 48%$1.45 122 306 9% 0800 - 0900 $4.55 262 1,602 47%$4.55 274 1,525 45%$4.35 226 1,269 37%$2.25 191 465 14% 0900 - 1000 $3.60 274 1,414 42%$3.60 304 1,431 42%$3.60 269 1,200 35%$3.75 272 630 19% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 299 877 26%$2.70 296 811 24%$2.70 289 810 24%$2.70 291 786 23%$2.70 268 728 21% 0500 - 0600 $4.35 494 1,736 51%$4.35 543 1,830 54%$4.35 565 1,788 53%$4.35 573 1,887 56%$4.15 499 1,675 49% 0600 - 0700 $4.55 440 1,794 53%$4.55 444 1,856 55%$4.55 467 1,968 58%$4.55 457 1,960 58%$4.35 413 1,749 51% 0700 - 0800 $5.05 300 1,579 46%$5.05 341 1,682 49%$5.05 314 1,535 45%$5.05 345 1,721 51%$4.90 308 1,515 45% 0800 - 0900 $4.55 263 1,497 44%$4.55 257 1,547 46%$4.55 294 1,543 45%$4.55 302 1,548 46%$4.35 240 1,259 37% 0900 - 1000 $3.60 256 1,265 37%$3.60 269 1,594 47%$3.60 295 1,726 51%$3.60 242 1,307 38%$3.60 289 1,304 38% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 291 844 25%$2.70 326 849 25%$2.70 342 874 26%$2.70 341 958 28%$2.70 260 712 21% 0500 - 0600 $4.35 562 1,822 54%$4.35 551 1,829 54%$4.35 545 1,789 53%$4.35 573 1,849 54%$4.15 523 1,671 49% 0600 - 0700 $4.55 441 1,805 53%$4.55 467 1,900 56%$4.55 476 1,935 57%$4.55 486 1,973 58%$4.35 421 1,741 51% 0700 - 0800 $5.05 361 1,678 49%$5.05 341 1,714 50%$5.05 360 1,788 53%$5.05 388 1,776 52%$4.90 319 1,331 39% 0800 - 0900 $4.55 255 1,635 48%$4.55 300 1,746 51%$4.55 258 1,548 46%$4.55 284 1,556 46%$4.35 247 1,197 35% 0900 - 1000 $3.60 251 1,375 40%$3.60 275 1,547 46%$3.60 286 1,619 48%$3.60 245 1,309 39%$3.60 264 1,218 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 286 848 25%$2.70 326 855 25%$2.70 303 790 23%$2.70 291 771 23%$2.70 280 760 22% 0500 - 0600 $4.35 592 1,845 54%$4.35 565 1,854 55%$4.35 575 1,879 55%$4.35 581 1,865 55%$4.15 524 1,710 50% 0600 - 0700 $4.55 430 1,861 55%$4.55 464 1,957 58%$4.55 448 1,972 58%$4.55 383 1,603 47%$4.35 419 1,747 51% 0700 - 0800 $5.05 349 1,606 47%$5.05 367 1,741 51%$5.05 366 1,697 50%$5.05 257 1,152 34%$4.90 361 1,587 47% 0800 - 0900 $4.55 305 1,526 45%$4.55 292 1,682 49%$4.55 321 1,704 50%$4.55 335 1,825 54%$4.35 287 1,278 38% 0900 - 1000 $3.60 264 1,593 47%$3.60 342 1,784 52%$3.60 286 1,447 43%$3.60 320 1,860 55%$3.60 309 1,268 37% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 337 980 29%$2.70 328 837 25%$2.70 335 826 24%$2.70 319 838 25% 0500 - 0600 $4.35 570 1,891 56%$4.35 595 1,947 57%$4.35 600 1,909 56%$4.35 584 1,881 55% 0600 - 0700 $4.55 420 1,892 56%$4.55 419 1,887 56%$4.55 452 1,877 55%$4.55 455 1,933 57% 0700 - 0800 $5.05 357 1,752 52%$5.05 349 1,723 51%$5.05 327 1,735 51%$5.05 308 1,638 48% 0800 - 0900 $4.55 284 1,618 48%$4.55 272 1,653 49%$4.55 280 1,538 45%$4.55 298 1,749 51% 0900 - 1000 $3.60 259 1,394 41%$3.60 301 1,608 47%$3.60 282 1,464 43%$3.60 347 1,615 48% Monday 06/30/14 Tuesday 07/01/14 Wednesday 07/02/14 Thursday 07/03/14 Friday 07/04/14 Monday 07/07/14 Tuesday 07/08/14 Wednesday 07/09/14 Friday 07/11/14 Monday 07/14/14 Tuesday 07/15/14 Wednesday 07/16/14 Friday 07/18/14 Monday 07/21/14 Tuesday 07/22/14 Wednesday 07/23/14 Friday 07/25/14 Thursday 07/31/14 Thursday 07/10/14 Monday 07/28/14 Tuesday 07/29/14 Wednesday 07/30/14 Friday 08/01/14 Thursday 07/24/14 Thursday 07/17/14 6 . . . . . . . . . Performance Measures Jul-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 1:56 Abandon Rate Monthly No more than 4.0% 3.6% Customer Satisfaction Monthly At least 75 outbound calls 76 Convert Violators to Customers Quarterly 8% or more #N/A Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 78% CUSA Violation Collection Rate Annually 74% or more 78% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.04% CAS Response Time Monthly 0:20 (minutes) per call 0:08 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 22,498 65.1%22,271 66.4%22,498 IVR Answered 8,544 24.7%8,329 24.8%8,544 *Abandoned Calls = or >20 seconds 1,247 3.6%843 2.5%1,247 **Abandoned Calls - all others 2,245 6.5%2,096 6.2%2,245 Total Incoming Calls:34,534 33,539 34,534 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. June-14July-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 906 31.2%895 30.1%906 31.2% Additional Tags to Existing Accounts 646 22.2%633 21.3%646 22.2% Replacement Transponders 1,355 46.6%1,441 48.5%1,355 46.6% Total Issued 2,907 2,969 2,907 Returned Account Closures 487 24.5%534 27.5%487 24.5% Accounts Downsizing 223 11.2%169 8.7%223 11.2% Defective Transponders 1,281 64.3%1,236 63.7%1,281 64.3% Total Returned 1,991 1,939 1,991 FY 2014-15TRANSPONDER DISTRIBUTION July-14 June-14 Average To-Date 7 . . . . . . . . . At the end of July 2014, the 91 Express Lanes had 113,965 active customer accounts, with 171,691 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of July 31, 2014 106,280 113,263 118,416 119,992 117,888 114,556 114,138 112,584 112,473 112,929 113,672 113,965 95,000 100,000 105,000 110,000 115,000 120,000 125,000 Fiscal Year Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 118 calls during July. The CAS team received 58 calls to assist disabled vehicles, 7 calls to remove debris and conducted 36 assists or traffic breaks. The CAS provided assistance to 7 accidents in the Express Lanes and 10 accidents in the general-purpose lanes. 8 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 2,925,354.69 3,084,091.00$ (158,736.31)$ (5.1) Fee revenue 625,027.29 501,779.00 123,248.29 24.6 Total operating revenues 3,550,381.98 3,585,870.00 (35,488.02) (1.0) Operating expenses: Contracted services 700,751.76 798,895.00 98,143.24 12.3 Administrative fee 180,635.92 208,676.00 28,040.08 13.4 Other professional services 2,901.50 75,806.00 72,904.50 96.2 Credit card processing fees 67,090.06 73,425.00 6,334.94 8.6 Toll road account servicing 32,338.44 12,360.00 (19,978.44) (161.6) Other insurance expense 29,656.09 62,475.00 32,818.91 52.5 Toll road maintenance supply repairs 723.96 18,326.00 17,602.04 96.0 Patrol services 38,581.99 41,234.00 2,652.01 6.4 Building equipment repairs and maint 775.08 36,960.00 36,184.92 97.9 Other services - 650.00 650.00 100.0 Utilities - 1,666.00 1,666.00 100.0 Office expense 289.85 2,666.00 2,376.15 89.1 Bad debt expense - - - N/A Miscellaneous (2)887.06 10,177.00 9,289.94 91.3 Leases 27,395.25 33,320.00 5,924.75 17.8 Total operating expenses 1,082,026.96 1,376,636.00 294,609.04 21.4 Depreciation and amortization (3)306,110.79 - (306,110.79) N/A Operating income (loss)2,162,244.23 2,209,234.00 (46,989.77) (2.1) Nonoperating revenues (expenses): Interest income 25.66 35,386.00 (35,360.34) (99.9) Investment gain on derivative instrument - - - N/A Interest expense (491,424.97) (491,229.00) (195.97) (0.0) Other 40.00 - 40.00 N/A Total nonoperating revenues (expenses)(491,359.31) (455,843.00) (35,516.31) (7.8) Transfers in - - - N/A Transfers out - - - N/A Net income (loss)1,670,884.92$ 1,753,391.00$ (82,506.08)$ (4.7) ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of July 31, 2014 YTD Variance Capital Asset Activity During the month ending July 31, 2014, capital asset activities included $16,468 for the purchase of support equipment and $41,614 for the purchase of computer equipment. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment E ATTACHMENT E Orange County Transportation Authority SSttaattuuss RReeppoorrtt AAuugguusstt 22001144 As of August 31, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for August 2014 was 1,113,549. This represents a daily average of 35,921. This is a 0.4% increase in total traffic volume from the same period last year when traffic levels totaled 1,109,440. Potential toll revenue for the month was $3,283,451 which represents an increase of 1.1% from the prior year’s total of $3,248,393. Carpool percentage for the month was 24.48% as compared to the previous year’s rate of 24.45%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of August 2014. Current Month-to-Date (MTD) as of August 31, 2014 Trips Aug-14 MTD Actual Stantec MTD Projected # Variance % Variance Aug-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 840,946 829,928 11,018 1.3%838,137 0.3% 3+ Lanes 272,603 273,159 (556)(0.2%)271,303 0.5% Total Gross Trips 1,113,549 1,103,088 10,461 0.9%1,109,440 0.4% Revenue Full Toll Lanes $3,217,298 $3,196,154 $21,144 0.7%$3,172,477 1.4% 3+ Lanes $66,153 $77,775 ($11,622)(14.9%)$75,916 (12.9%) Total Gross Revenue $3,283,451 $3,273,929 $9,522 0.3%$3,248,393 1.1% Average Revenue per Trip Average Full Toll Lanes $3.83 $3.85 ($0.02)(0.5%)$3.79 1.1% Average 3+ Lanes $0.24 $0.28 ($0.04)(14.3%)$0.28 (14.3%) Average Gross Revenue $2.95 $2.97 ($0.02)(0.7%)$2.93 0.7% 3 . . . . . . . . . The 2015 fiscal year-to-date (YTD) traffic volume is 1.1% higher than the same period last year. The 2015 fiscal year-to-date revenue is 3.4% higher than for the same period last year. Year-to- date average revenue per-trip is $2.92. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2014 through August 2014. FY 2014-15 to Date as of August 31, 2014 Trips FY 2014-15 YTD Actual Stantec YTD Projected # Variance % Variance FY 2013-14 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 1,658,827 1,640,602 18,225 1.1%1,635,051 1.5% 3+ Lanes 554,442 555,315 (873)(0.2%)553,345 0.2% Total Gross Trips 2,213,269 2,195,917 17,352 0.8%2,188,396 1.1% Revenue Full Toll Lanes $6,327,577 $6,267,452 $60,125 1.0%$6,110,646 3.6% 3+ Lanes $141,378 $150,462 ($9,084)(6.0%)$147,126 (3.9%) Total Gross Revenue $6,468,955 $6,417,915 $51,041 0.8%$6,257,772 3.4% Average Revenue per Trip Average Full Toll Lanes $3.81 $3.82 ($0.01)(0.3%)$3.74 1.9% Average 3+ Lanes $0.25 $0.27 ($0.02)(7.4%)$0.27 (7.4%) Average Gross Revenue $2.92 $2.92 $0.00 0.0%$2.86 2.1% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 5 . . . . . . . . . Peak traffic hour in the eastbound direction reached or exceeded 90% or more of defined capacity six times during the month of August 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 61% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $3.10 463 2,717 80% 1500 - 1600 $9.85 629 2,813 83% 1600 - 1700 $9.65 500 2,768 81% 1700 - 1800 $6.20 433 2,833 83% 1800 - 1900 $5.80 465 2,126 63% 1900 - 2000 $5.45 416 1,512 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 295 1,598 47%$4.55 335 1,825 54%$4.55 385 1,886 55%$4.70 356 2,091 62%$3.10 492 2,733 80% 1500 - 1600 $4.90 556 2,631 77%$3.70 533 2,873 85%$3.95 586 2,804 82%$4.60 550 2,981 88%$9.85 654 2,917 86% 1600 - 1700 $4.70 472 2,761 81%$5.95 493 2,946 87%$7.20 545 2,973 87%$9.50 548 2,950 87%$9.65 501 2,841 84% 1700 - 1800 $4.85 459 3,203 94%$5.40 425 2,922 86%$6.70 457 2,889 85%$8.80 445 2,757 81%$6.20 415 2,602 77% 1800 - 1900 $4.90 478 2,776 82%$3.60 455 2,426 71%$3.60 461 2,494 73%$4.40 481 2,540 75%$5.80 425 1,859 55% 1900 - 2000 $3.45 304 1,248 37%$3.45 359 1,492 44%$3.45 427 1,722 51%$5.00 442 1,729 51%$5.45 421 1,666 49% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 324 1,810 53%$4.55 325 1,820 54%$4.55 331 1,845 54%$4.70 309 2,015 59%$3.10 465 2,835 83% 1500 - 1600 $4.90 526 2,783 82%$3.70 492 2,879 85%$3.95 495 2,995 88%$4.60 471 2,836 83%$9.85 546 2,917 86% 1600 - 1700 $4.70 451 2,925 86%$5.95 497 2,929 86%$7.20 457 2,895 85%$9.50 450 2,968 87%$9.65 447 2,771 82% 1700 - 1800 $4.85 403 2,889 85%$5.40 431 3,029 89%$6.70 384 2,861 84%$8.80 461 3,197 94%$6.20 421 2,853 84% 1800 - 1900 $4.90 421 2,282 67%$3.60 426 2,433 72%$3.60 407 2,367 70%$4.40 461 2,751 81%$5.80 436 2,192 64% 1900 - 2000 $3.45 273 1,271 37%$3.45 330 1,456 43%$3.45 294 1,481 44%$5.00 299 1,458 43%$5.45 347 1,479 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 279 1,745 51%$4.55 266 1,709 50%$4.55 294 1,826 54%$4.70 334 2,107 62%$3.10 434 2,867 84% 1500 - 1600 $4.90 476 2,607 77%$3.70 512 2,737 81%$3.95 490 2,841 84%$4.60 468 3,056 90%$9.85 575 2,980 88% 1600 - 1700 $4.70 425 2,887 85%$5.95 469 2,923 86%$7.20 497 2,970 87%$9.50 465 2,918 86%$9.65 455 2,859 84% 1700 - 1800 $4.85 374 2,826 83%$5.40 408 2,941 87%$6.70 410 3,091 91%$8.80 437 3,013 89%$6.20 376 2,845 84% 1800 - 1900 $4.90 446 2,183 64%$3.60 529 3,044 90%$3.60 403 2,468 73%$4.40 476 2,756 81%$5.80 379 2,333 69% 1900 - 2000 $3.45 291 1,226 36%$3.45 300 1,563 46%$3.45 355 1,633 48%$5.00 331 1,519 45%$5.45 375 1,563 46% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 242 1,592 47%$4.55 270 1,783 52%$4.55 276 1,941 57%$4.70 306 2,175 64%$3.10 412 2,617 77% 1500 - 1600 $4.90 471 2,513 74%$3.70 474 2,858 84%$3.95 484 2,966 87%$4.60 497 3,027 89%$9.85 603 2,783 82% 1600 - 1700 $4.70 440 2,927 86%$5.95 443 3,081 91%$7.20 436 2,841 84%$9.50 475 2,897 85%$9.65 569 2,859 84% 1700 - 1800 $4.85 398 2,774 82%$5.40 425 2,922 86%$6.70 410 3,023 89%$8.80 431 2,997 88%$6.20 378 2,331 69% 1800 - 1900 $4.90 374 2,071 61%$3.60 429 2,570 76%$3.60 446 2,874 85%$4.40 442 2,891 85%$5.80 388 1,883 55% 1900 - 2000 $3.45 307 1,181 35%$3.45 306 1,435 42%$3.45 385 2,013 59%$5.00 349 1,700 50%$5.45 394 1,381 41% Monday 07/28/14 Tuesday 07/29/14 Wednesday 07/30/14 Thursday 07/31/14 Friday 08/01/14 Monday 08/04/14 Tuesday 08/05/14 Wednesday 08/06/14 Thursday 08/07/14 Friday 08/08/14 Monday 08/11/14 Tuesday 08/12/14 Wednesday 08/13/14 Thursday 08/14/14 Friday 08/15/14 Monday 08/18/14 Tuesday 08/19/14 Wednesday 08/20/14 Thursday 08/21/14 Friday 08/22/14 Monday 08/25/14 Tuesday 08/26/14 Wednesday 08/27/14 Thursday 08/28/14 Friday 08/29/14 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 282 764 22% 0500 - 0600 $4.15 512 1,653 49% 0600 - 0700 $4.35 373 1,665 49% 0700 - 0800 $4.90 342 1,586 47% 0800 - 0900 $4.35 248 1,476 43% 0900 - 1000 $3.60 328 1,395 41% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 297 838 25%$2.70 318 848 25%$2.70 329 851 25%$2.70 334 828 24%$2.70 275 707 21% 0500 - 0600 $4.35 545 1,833 54%$4.35 560 1,825 54%$4.35 572 1,804 53%$4.35 536 1,751 52%$4.15 524 1,694 50% 0600 - 0700 $4.55 403 1,797 53%$4.55 446 1,811 53%$4.55 448 1,878 55%$4.55 436 1,925 57%$4.35 397 1,655 49% 0700 - 0800 $5.05 326 1,628 48%$5.05 318 1,658 49%$5.05 334 1,717 51%$5.05 343 1,541 45%$4.90 247 1,117 33% 0800 - 0900 $4.55 277 1,658 49%$4.55 257 1,668 49%$4.55 260 1,654 49%$4.55 280 1,770 52%$4.35 298 1,503 44% 0900 - 1000 $3.60 265 1,532 45%$3.60 284 1,678 49%$3.60 327 1,738 51%$3.60 278 1,552 46%$3.60 274 1,294 38% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 309 817 24%$2.70 335 848 25%$2.70 333 909 27%$2.70 303 852 25%$2.70 289 746 22% 0500 - 0600 $4.35 526 1,791 53%$4.35 547 1,844 54%$4.35 561 1,820 54%$4.35 558 1,833 54%$4.15 483 1,738 51% 0600 - 0700 $4.55 411 1,861 55%$4.55 431 1,933 57%$4.55 434 1,797 53%$4.55 424 1,956 58%$4.35 403 1,854 55% 0700 - 0800 $5.05 299 1,552 46%$5.05 325 1,731 51%$5.05 324 1,717 51%$5.05 332 1,693 50%$4.90 296 1,532 45% 0800 - 0900 $4.55 232 1,597 47%$4.55 260 1,704 50%$4.55 236 1,583 47%$4.55 224 1,421 42%$4.35 216 1,280 38% 0900 - 1000 $3.60 257 1,595 47%$3.60 248 1,643 48%$3.60 233 1,440 42%$3.60 220 1,782 52%$3.60 221 1,212 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 303 830 24%$2.70 337 890 26%$2.70 318 843 25%$2.70 324 831 24%$2.70 300 819 24% 0500 - 0600 $4.35 521 1,808 53%$4.35 562 1,838 54%$4.35 552 1,819 54%$4.35 535 1,753 52%$4.15 509 1,720 51% 0600 - 0700 $4.55 417 1,932 57%$4.55 448 1,945 57%$4.55 443 2,011 59%$4.55 450 2,002 59%$4.35 424 1,865 55% 0700 - 0800 $5.05 292 1,689 50%$5.05 336 1,785 53%$5.05 328 1,743 51%$5.05 330 1,736 51%$4.90 307 1,610 47% 0800 - 0900 $4.55 273 1,655 49%$4.55 265 1,737 51%$4.55 264 1,644 48%$4.55 233 1,679 49%$4.35 226 1,394 41% 0900 - 1000 $3.60 208 1,569 46%$3.60 219 1,616 48%$3.60 208 1,516 45%$3.60 203 1,562 46%$3.60 237 1,239 36% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 319 875 26%$2.70 230 508 15%$2.70 334 878 26%$2.70 314 875 26%$2.70 262 722 21% 0500 - 0600 $4.35 555 1,772 52%$4.35 575 1,857 55%$4.35 519 1,731 51%$4.35 589 1,868 55%$4.35 541 1,734 51% 0600 - 0700 $4.55 391 1,878 55%$4.55 477 2,084 61%$4.55 475 2,059 61%$4.55 434 1,945 57%$4.55 423 1,746 51% 0700 - 0800 $5.05 350 1,888 56%$5.05 389 1,933 57%$5.05 373 1,898 56%$5.05 387 1,854 55%$4.90 342 1,630 48% 0800 - 0900 $4.55 255 1,854 55%$4.55 241 1,973 58%$4.55 230 1,832 54%$5.05 219 1,735 51%$4.70 225 1,313 39% 0900 - 1000 $3.60 215 1,891 56%$3.60 213 1,764 52%$3.60 180 1,736 51%$5.05 233 1,682 49%$4.05 267 1,180 35% Monday 07/28/14 Tuesday 07/29/14 Wednesday 07/30/14 Thursday 07/31/14 Friday 08/01/14 Monday 08/04/14 Tuesday 08/05/14 Wednesday 08/06/14 Thursday 08/07/14 Friday 08/08/14 Monday 08/11/14 Tuesday 08/12/14 Wednesday 08/13/14 Friday 08/15/14 Monday 08/18/14 Tuesday 08/19/14 Wednesday 08/20/14 Friday 08/22/14 Thursday 08/14/14 Monday 08/25/14 Tuesday 08/26/14 Wednesday 08/27/14 Thursday 08/28/14 Friday 08/29/14 Thursday 08/21/14 7 . . . . . . . . . Performance Measures Aug-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 1:19 Abandon Rate Monthly No more than 4.0% 2.3% Customer Satisfaction Monthly At least 75 outbound calls 75 Convert Violators to Customers Quarterly 8% or more #N/A Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 75% CUSA Violation Collection Rate Annually 74% or more 75% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.04% CAS Response Time Monthly 0:20 (minutes) per call 0:07 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 21,649 66.0%22,498 65.1%22,074 IVR Answered 8,392 25.6%8,544 24.7%8,468 *Abandoned Calls = or >20 seconds 740 2.3%1,247 3.6%994 **Abandoned Calls - all others 2,017 6.1%2,245 6.5%2,131 Total Incoming Calls:32,798 34,534 33,666 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. July-14August-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 898 31.2%905 31.1%902 31.2% Additional Tags to Existing Accounts 658 22.9%646 22.2%652 22.5% Replacement Transponders 1,321 45.9%1,355 46.6%1,338 46.3% Total Issued 2,877 2,906 2,892 Returned Account Closures 444 23.6%487 24.5%466 24.0% Accounts Downsizing 159 8.4%223 11.2%191 9.9% Defective Transponders 1,280 68.0%1,281 64.3%1,281 66.1% Total Returned 1,883 1,991 1,937 FY 2014-15TRANSPONDER DISTRIBUTION August-14 July-14 Average To-Date 8 . . . . . . . . . At the end of August 2014, the 91 Express Lanes had 114,338 active customer accounts, with 172,302 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of August 31, 2014 Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 136 calls during August. The CAS team received 75 calls to assist disabled vehicles, 16 calls to remove debris and conducted 36 assists or traffic breaks. The CAS provided assistance to 6 accidents in the Express Lanes and 3 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 6,082,518.08 6,134,085.00$ (51,566.92)$ (0.8) Fee revenue 1,279,701.44 999,143.00 280,558.44 28.1 Total operating revenues 7,362,219.52 7,133,228.00 228,991.52 3.2 Operating expenses: Contracted services 1,344,787.52 1,477,790.00 133,002.48 9.0 Administrative fee 381,716.84 417,352.00 35,635.16 8.5 Other professional services 2,720.50 158,010.00 155,289.50 98.3 Credit card processing fees 137,837.56 154,059.00 16,221.44 10.5 Toll road account servicing 79,193.37 24,240.00 (54,953.37) (226.7) Other insurance expense 59,312.18 124,950.00 65,637.82 52.5 Toll road maintenance supply repairs 8,789.77 36,652.00 27,862.23 76.0 Patrol services 77,163.98 82,468.00 5,304.02 6.4 Building equipment repairs and maint 50,701.58 91,236.00 40,534.42 44.4 Other services 650.00 1,300.00 650.00 50.0 Utilities 1,596.57 3,332.00 1,735.43 52.1 Office expense 2,079.18 5,332.00 3,252.82 61.0 Bad debt expense - - - N/A Miscellaneous (2)7,340.51 16,393.00 9,052.49 55.2 Leases 54,983.75 66,640.00 11,656.25 17.5 Total operating expenses 2,208,873.31 2,659,754.00 450,880.69 17.0 Depreciation and amortization (3)611,853.91 - (611,853.91) N/A Operating income (loss)4,541,492.30 4,473,474.00 68,018.30 1.5 Nonoperating revenues (expenses): Federal assistance grants - - - N/A Interest income 81,776.47 100,571.00 (18,794.53) (18.7) Investment gain on derivative instrument - - - N/A Interest expense (1,005,422.62) (982,458.00) (22,964.62) (2.3) Other 707.25 - 707.25 N/A Total nonoperating revenues (expenses)(922,938.90) (881,887.00) (41,051.90) (4.7) Transfers in - - - N/A Transfers out - - - N/A Net income (loss)3,618,553.40$ 3,591,587.00$ 26,966.40$ 0.8 ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of August 31, 2014 YTD Variance Capital Asset Activity During the two months ending August 31, 2014, capital asset activities included $16,468 for the purchase of support equipment and $61,306 for the purchase of computer equipment. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment F ATTACHMENT F Orange County Transportation Authority SSttaattuuss RReeppoorrtt SSeepptteemmbbeerr 22001144 As of September 30, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for September 2014 was 1,027,919. This represents a daily average of 34,264. This is a 4.1% increase in total traffic volume from the same period last year when traffic levels totaled 987,860. Potential toll revenue for the month was $3,133,013 which represents an increase of 7.5% from the prior year’s total of $2,913,887. Carpool percentage for the month was 22.02% as compared to the previous year’s rate of 23.49%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of September 2014. Current Month-to-Date (MTD) as of September 30, 2014 Trips Sep-14 MTD Actual Stantec MTD Projected # Variance % Variance Sep-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 801,520 774,223 27,297 3.5%755,816 6.0% 3+ Lanes 226,399 239,377 (12,978)(5.4%)232,044 (2.4%) Total Gross Trips 1,027,919 1,013,600 14,319 1.4%987,860 4.1% Revenue Full Toll Lanes $3,072,117 $3,014,033 $58,084 1.9%$2,848,332 7.9% 3+ Lanes $60,896 $70,389 ($9,494)(13.5%)$65,555 (7.1%) Total Gross Revenue $3,133,013 $3,084,423 $48,590 1.6%$2,913,887 7.5% Average Revenue per Trip Average Full Toll Lanes $3.83 $3.89 ($0.06)(1.5%)$3.77 1.6% Average 3+ Lanes $0.27 $0.29 ($0.02)(6.9%)$0.28 (3.6%) Average Gross Revenue $3.05 $3.04 $0.01 0.3%$2.95 3.4% 3 . . . . . . . . . The 2015 fiscal year-to-date (YTD) traffic volume is 2% higher than the same period last year. The 2015 fiscal year-to-date revenue is 4.7% higher than for the same period last year. Year-to- date average revenue per-trip is $2.96. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2014 through September 2014. FY 2014-15 to Date as of September 30, 2014 Trips FY 2014-15 YTD Actual Stantec YTD Projected # Variance % Variance FY 2013-14 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 2,460,347 2,414,825 45,522 1.9%2,390,867 2.9% 3+ Lanes 780,841 794,692 (13,851)(1.7%)785,389 (0.6%) Total Gross Trips 3,241,188 3,209,517 31,671 1.0%3,176,256 2.0% Revenue Full Toll Lanes $9,399,694 $9,281,485 $118,209 1.3%$8,958,978 4.9% 3+ Lanes $202,274 $220,852 ($18,578)(8.4%)$212,681 (4.9%) Total Gross Revenue $9,601,968 $9,502,337 $99,631 1.0%$9,171,660 4.7% Average Revenue per Trip Average Full Toll Lanes $3.82 $3.84 ($0.02)(0.5%)$3.75 1.9% Average 3+ Lanes $0.26 $0.28 ($0.02)(7.1%)$0.27 (3.7%) Average Gross Revenue $2.96 $2.96 $0.00 0.0%$2.89 2.4% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 817,881 840,946 801,520 281,839 272,603 226,399 175,000 350,000 525,000 700,000 875,000 1,050,000 1,225,000 1,400,000 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Vo l u m e Month FY 2014-15 Traffic Volume Overview Full Toll Lanes 3+ Lanes The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 3,110,279 3,217,298 3,072,117 75,225 66,153 60,896 $2,500,000 $2,600,000 $2,700,000 $2,800,000 $2,900,000 $3,000,000 $3,100,000 $3,200,000 $3,300,000 $3,400,000 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Re v e n u e Month FY 2014-15 Revenue Summary Full Toll Lanes 3+ Lanes 5 . . . . . . . . . Peak traffic hour in the eastbound direction reached or exceeded 90% or more of defined capacity twelve times during the month of September 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 63% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $3.95 261 677 20%$4.55 243 1,706 50%$4.55 270 1,778 52%$4.70 246 1,933 57%$3.10 348 2,866 84% 1500 - 1600 $3.95 295 713 21%$3.70 504 2,855 84%$3.95 508 3,022 89%$4.60 492 3,126 92%$9.85 597 3,042 89% 1600 - 1700 $3.95 299 705 21%$5.95 456 2,942 87%$7.20 464 2,941 87%$9.50 477 2,982 88%$9.65 509 3,078 91% 1700 - 1800 $3.95 309 681 20%$5.40 414 2,818 83%$6.70 412 3,080 91%$8.80 447 3,003 88%$6.20 398 2,949 87% 1800 - 1900 $3.95 335 685 20%$3.60 376 2,375 70%$3.60 435 2,607 77%$4.40 449 2,833 83%$5.80 451 2,335 69% 1900 - 2000 $3.95 370 743 22%$3.45 297 1,333 39%$3.45 320 1,453 43%$5.00 347 1,627 48%$5.45 384 1,663 49% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 253 1,624 48%$4.55 232 1,686 50%$4.55 211 1,778 52%$4.70 302 2,354 69%$3.10 350 2,879 85% 1500 - 1600 $4.90 480 2,641 78%$3.70 461 2,676 79%$3.95 0 - 0%$4.60 441 2,901 85%$9.85 604 3,131 92% 1600 - 1700 $4.70 444 2,937 86%$5.95 465 3,030 89%$7.20 0 - 0%$9.50 487 2,883 85%$9.65 507 2,928 86% 1700 - 1800 $4.85 370 2,688 79%$5.40 415 2,773 82%$6.70 0 - 0%$8.80 436 3,019 89%$6.20 435 3,068 90% 1800 - 1900 $4.90 400 2,034 60%$3.60 397 2,229 66%$3.60 0 - 0%$4.40 439 2,775 82%$5.80 416 2,111 62% 1900 - 2000 $3.45 256 1,077 32%$3.45 309 1,509 44%$3.45 0 - 0%$5.00 519 2,642 78%$5.45 338 1,498 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 227 1,596 47%$4.55 231 1,708 50%$4.55 248 1,918 56%$4.70 299 2,050 60%$3.10 376 2,881 85% 1500 - 1600 $4.90 459 2,431 72%$3.70 537 2,921 86%$3.95 494 2,925 86%$4.60 476 2,958 87%$9.85 597 2,927 86% 1600 - 1700 $4.70 429 2,936 86%$5.95 450 3,078 91%$7.20 454 3,010 89%$9.50 459 2,979 88%$9.65 436 2,771 82% 1700 - 1800 $4.85 372 2,830 83%$5.40 421 3,019 89%$6.70 392 2,841 84%$8.80 435 3,072 90%$6.20 419 2,930 86% 1800 - 1900 $4.90 398 2,088 61%$3.60 423 2,572 76%$3.60 457 2,660 78%$4.40 473 2,633 77%$5.80 396 2,817 83% 1900 - 2000 $3.45 283 1,243 37%$3.45 287 1,550 46%$3.45 329 1,502 44%$5.00 340 1,714 50%$5.45 345 1,548 46% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 227 1,654 49%$4.55 270 1,737 51%$4.55 235 1,765 52%$4.70 264 1,999 59%$3.10 369 2,766 81% 1500 - 1600 $4.90 476 2,516 74%$3.70 480 2,821 83%$3.95 470 2,847 84%$4.60 516 3,146 93%$9.85 572 2,968 87% 1600 - 1700 $4.70 434 3,028 89%$5.95 451 3,005 88%$7.20 475 3,003 88%$9.50 494 3,122 92%$9.65 526 2,894 85% 1700 - 1800 $4.85 403 2,820 83%$5.40 434 2,839 84%$6.70 452 3,195 94%$8.80 391 2,777 82%$6.20 407 2,821 83% 1800 - 1900 $4.90 455 2,165 64%$3.60 452 2,630 77%$3.60 463 2,934 86%$4.40 484 2,694 79%$5.80 480 2,547 75% 1900 - 2000 $3.45 248 1,132 33%$3.45 312 1,396 41%$3.45 309 1,614 47%$5.00 341 1,738 51%$5.45 384 1,583 47% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 235 1,630 48%$4.55 221 1,769 52% 1500 - 1600 $4.90 488 2,610 77%$3.70 476 2,941 87% 1600 - 1700 $4.70 430 2,994 88%$5.95 450 3,111 92% 1700 - 1800 $4.85 415 2,837 83%$5.40 430 3,046 90% 1800 - 1900 $4.90 463 2,379 70%$3.60 491 2,632 77% 1900 - 2000 $3.45 263 1,130 33%$3.45 331 1,559 46% Thursday 10/02/14 Friday 10/03/14Monday 09/29/14 Tuesday 09/30/14 Wednesday 10/01/14 Thursday 09/25/14 Friday 09/26/14 Thursday 09/18/14 Friday 09/19/14 Monday 09/22/14 Tuesday 09/23/14 Wednesday 09/24/14 Thursday 09/11/14 Friday 09/12/14 Monday 09/15/14 Tuesday 09/16/14 Wednesday 09/17/14 Thursday 09/04/14 Friday 09/05/14 Monday 09/08/14 Tuesday 09/09/14 Wednesday 09/10/14 Monday 09/01/14 Tuesday 09/02/14 Wednesday 09/03/14 * Wednesday 9/10/2014 - Due to a brush fire on the shoulder of the SR91 eastbound freeway, the 91 Express Lanes were placed in maintenance mode at 14:53 pm and returned to normal mode at 00:50 am on Thursday 9/11/2014. Only the eastbound lanes were affected by the issue. 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $1.45 24 52 2%$2.70 314 923 27%$2.70 338 911 27%$2.70 319 866 25%$2.70 275 730 21% 0500 - 0600 $1.45 37 94 3%$4.35 534 1,814 53%$4.35 579 1,857 55%$4.35 564 1,851 54%$4.15 572 1,784 52% 0600 - 0700 $2.25 42 108 3%$4.55 459 2,008 59%$4.55 484 1,963 58%$4.55 537 2,086 61%$4.35 494 1,946 57% 0700 - 0800 $2.25 82 202 6%$5.05 386 1,893 56%$5.05 412 1,784 52%$5.05 390 1,884 55%$4.90 366 1,767 52% 0800 - 0900 $2.25 146 369 11%$4.55 235 1,695 50%$4.55 187 1,333 39%$4.55 230 1,724 51%$4.35 216 1,478 43% 0900 - 1000 $3.35 269 609 18%$3.60 188 1,669 49%$3.60 153 1,227 36%$3.60 181 1,598 47%$3.60 175 1,186 35% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 331 897 26%$2.70 330 838 25%$2.70 315 884 26%$2.70 322 850 25%$2.70 292 791 23% 0500 - 0600 $4.35 554 1,885 55%$4.35 588 1,888 56%$4.35 605 1,921 57%$4.35 600 1,875 55%$4.15 533 1,785 53% 0600 - 0700 $4.55 474 1,978 58%$4.55 514 2,157 63%$4.55 540 2,064 61%$4.55 545 2,102 62%$4.35 516 1,988 58% 0700 - 0800 $5.05 401 1,783 52%$5.05 390 1,862 55%$5.05 405 1,931 57%$5.05 400 1,849 54%$4.90 389 1,736 51% 0800 - 0900 $4.55 202 1,561 46%$4.55 253 1,743 51%$4.55 212 1,692 50%$4.55 193 1,634 48%$4.35 214 1,421 42% 0900 - 1000 $3.60 151 1,791 53%$3.60 145 1,554 46%$3.60 153 1,545 45%$3.60 168 1,427 42%$3.60 160 1,163 34% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 319 884 26%$2.70 313 845 25%$2.70 326 911 27%$2.70 326 910 27%$2.70 276 715 21% 0500 - 0600 $4.35 537 1,690 50%$4.35 560 1,845 54%$4.35 563 1,843 54%$4.35 604 1,902 56%$4.15 543 1,811 53% 0600 - 0700 $4.55 475 1,976 58%$4.55 531 2,148 63%$4.55 508 2,096 62%$4.55 505 2,129 63%$4.35 473 1,915 56% 0700 - 0800 $5.05 381 1,840 54%$5.05 317 1,376 40%$5.05 398 1,922 57%$5.05 375 1,832 54%$4.90 358 1,804 53% 0800 - 0900 $4.55 169 1,586 47%$4.55 202 1,360 40%$4.55 222 1,601 47%$4.55 232 1,728 51%$4.35 220 1,471 43% 0900 - 1000 $3.60 181 1,627 48%$3.60 198 1,873 55%$3.60 173 1,626 48%$3.60 198 1,522 45%$3.60 167 1,289 38% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 292 907 27%$2.70 323 899 26%$2.70 323 887 26%$2.70 330 912 27%$2.70 266 727 21% 0500 - 0600 $4.35 544 1,842 54%$4.35 528 1,728 51%$4.35 531 1,655 49%$4.35 592 1,880 55%$4.15 527 1,760 52% 0600 - 0700 $4.55 490 1,997 59%$4.55 543 2,086 61%$4.55 505 2,019 59%$4.55 506 2,056 60%$4.35 495 1,835 54% 0700 - 0800 $5.05 391 1,799 53%$5.05 384 1,748 51%$5.05 393 1,891 56%$5.05 385 1,855 55%$4.90 363 1,747 51% 0800 - 0900 $4.55 211 1,707 50%$4.55 233 1,785 53%$4.55 229 1,757 52%$4.55 223 1,740 51%$4.35 194 1,329 39% 0900 - 1000 $3.60 147 1,408 41%$3.60 169 1,598 47%$3.60 197 1,714 50%$3.60 167 1,446 43%$3.60 177 1,596 47% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 318 903 27%$2.70 318 897 26% 0500 - 0600 $4.35 589 1,850 54%$4.35 570 1,871 55% 0600 - 0700 $4.55 492 1,893 56%$4.55 524 2,013 59% 0700 - 0800 $5.05 390 1,821 54%$5.05 374 1,672 49% 0800 - 0900 $4.55 203 1,630 48%$4.55 222 1,570 46% 0900 - 1000 $3.60 177 1,639 48%$3.60 166 1,689 50% Friday 10/03/14 Thursday 09/25/14 Thursday 09/18/14 Thursday 09/11/14 Monday 09/29/14 Tuesday 09/30/14 Wednesday 10/01/14 Friday 09/26/14 Thursday 10/02/14 Monday 09/22/14 Tuesday 09/23/14 Wednesday 09/24/14 Friday 09/12/14 Monday 09/15/14 Tuesday 09/16/14 Wednesday 09/17/14 Friday 09/19/14 Thursday 09/04/14 Friday 09/05/14 Monday 09/08/14 Tuesday 09/09/14 Wednesday 09/10/14 Monday 09/01/14 Tuesday 09/02/14 Wednesday 09/03/14 7 . . . . . . . . . Performance Measures Sep-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 1:30 Abandon Rate Monthly No more than 4.0% 3.7% Customer Satisfaction Monthly At least 75 outbound calls 75 Convert Violators to Customers Quarterly 8% or more 18% Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more 78% CUSA Violation Collection Rate Annually 74% or more 78% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.06% CAS Response Time Monthly 0:20 (minutes) per call 0:09 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 20,149 63.9%21,649 66.0%21,432 IVR Answered 8,079 25.6%8,392 25.6%8,338 *Abandoned Calls = or >20 seconds 1,159 3.7%740 2.3%1,049 **Abandoned Calls - all others 2,137 6.8%2,017 6.1%2,133 Total Incoming Calls:31,524 32,798 32,952 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. August-14September-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 902 33.8%898 31.2%902 32.0% Additional Tags to Existing Accounts 607 22.8%658 22.9%637 22.6% Replacement Transponders 1,159 43.4%1,321 45.9%1,278 45.4% Total Issued 2,668 2,877 2,817 Returned Account Closures 340 22.2%444 23.6%424 23.5% Accounts Downsizing 173 11.3%159 8.4%185 10.3% Defective Transponders 1,016 66.4%1,280 68.0%1,192 66.2% Total Returned 1,529 1,883 1,801 FY 2014-15TRANSPONDER DISTRIBUTION September-14 August-14 Average To-Date 8 . . . . . . . . . At the end of September 2014, the 91 Express Lanes had 114,622 active customer accounts, with 172,843 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of September 30, 2014 Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 110 calls during September. The CAS team received 76 calls to assist disabled vehicles, 11 calls to remove debris and conducted 19 assists or traffic breaks. The CAS provided assistance to 1 accident in the Express Lanes and 3 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 8,939,125.62 9,162,985.00$ (223,859.38)$ (2.4) Fee revenue 1,957,109.36 1,521,753.00 435,356.36 28.6 Total operating revenues 10,896,234.98 10,684,738.00 211,496.98 2.0 Operating expenses: Contracted services 1,988,823.28 2,156,685.00 167,861.72 7.8 Administrative fee 572,575.26 626,028.00 53,452.74 8.5 Other professional services 286,169.24 738,951.00 452,781.76 61.3 Credit card processing fees 207,315.71 234,426.00 27,110.29 11.6 Toll road account servicing 115,763.17 44,460.00 (71,303.17) (160.4) Other insurance expense 88,968.27 187,425.00 98,456.73 52.5 Toll road maintenance supply repairs 14,027.47 59,978.00 45,950.53 76.6 Patrol services 115,745.97 123,702.00 7,956.03 6.4 Building equipment repairs and maint 90,754.99 171,382.00 80,627.01 47.0 Other services 1,300.00 6,950.00 5,650.00 81.3 Utilities 3,259.34 4,998.00 1,738.66 34.8 Office expense 3,322.58 8,123.00 4,800.42 59.1 Bad debt expense - - - N/A Miscellaneous (2)8,263.69 29,370.00 21,106.31 71.9 Leases 61,625.50 99,960.00 38,334.50 38.3 Total operating expenses 3,557,914.47 4,492,438.00 934,523.53 20.8 Depreciation and amortization (3)918,254.86 - (918,254.86) N/A Operating income (loss)6,420,065.65 6,192,300.00 227,765.65 3.7 Nonoperating revenues (expenses): Interest income 134,127.94 165,411.00 (31,283.06) (18.9) Investment gain on derivative instrument - - - N/A Interest expense (1,492,743.43) (1,473,687.00) (19,056.43) (1.3) Other 747.25 - 747.25 N/A Total nonoperating revenues (expenses)(1,357,868.24) (1,308,276.00) (49,592.24) (3.8) Transfers in - - - N/A Transfers out - - - N/A Net income (loss)5,062,197.41$ 4,884,024.00$ 178,173.41$ 3.6 ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of September 30, 2014 YTD Variance Capital Asset Activity During the three months ending September 30, 2014, capital asset activities included $16,468 for the purchase of support equipment, $41,614 for the purchase of computer equipment, and $61,306 for the purchase of transponders. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes Monthly Status Reports Attachment G ATTACHMENT G Orange County Transportation Authority SSttaattuuss RReeppoorrtt OOccttoobbeerr 22001144 As of October 31, 2014 2 . . . . . . . . . Operations Overview Traffic and Revenue Statistics Total traffic volume on the 91 Express Lanes for October 2014 was 1,109,248. This represents a daily average of 35,782. This is a 4.5% increase in total traffic volume from the same period last year when traffic levels totaled 1,061,806. Potential toll revenue for the month was $3,490,695 which represents an increase of 9.6% from the prior year’s total of $3,183,978. Carpool percentage for the month was 21.42% as compared to the previous year’s rate of 23.29%. Month-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the month of October 2014. Current Month-to-Date (MTD) as of October 31, 2014 Trips Oct-14 MTD Actual Stantec MTD Projected # Variance % Variance Oct-13 MTD Actual Yr-to-Yr % Variance Full Toll Lanes 871,642 812,858 58,784 7.2%814,534 7.0% 3+ Lanes 237,606 246,053 (8,447)(3.4%)247,272 (3.9%) Total Gross Trips 1,109,248 1,058,911 50,337 4.8%1,061,806 4.5% Revenue Full Toll Lanes $3,417,377 $3,169,867 $247,509 7.8%$3,110,396 9.9% 3+ Lanes $73,318 $73,409 ($91)(0.1%)$73,582 (0.4%) Total Gross Revenue $3,490,695 $3,243,276 $247,419 7.6%$3,183,978 9.6% Average Revenue per Trip Average Full Toll Lanes $3.92 $3.90 $0.02 0.5%$3.82 2.6% Average 3+ Lanes $0.31 $0.30 $0.01 3.3%$0.30 3.3% Average Gross Revenue $3.15 $3.06 $0.09 2.9%$3.00 5.0% 3 . . . . . . . . . The 2015 fiscal year-to-date (YTD) traffic volume is 2.7% higher than the same period last year. The 2015 fiscal year-to-date revenue is 6% higher than for the same period last year. Year-to- date average revenue per-trip is $3.01. Fiscal year-to-date traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent all trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2014 through October 2014. FY 2014-15 to Date as of October 31, 2014 Trips FY 2014-15 YTD Actual Stantec YTD Projected # Variance % Variance FY 2013-14 YTD Actual Yr-to-Yr % Variance Full Toll Lanes 3,331,989 3,227,683 104,306 3.2%3,205,401 3.9% 3+ Lanes 1,018,447 1,040,745 (22,298)(2.1%)1,032,661 (1.4%) Total Gross Trips 4,350,436 4,268,428 82,008 1.9%4,238,062 2.7% Revenue Full Toll Lanes $12,817,071 $12,451,353 $365,718 2.9%$12,069,375 6.2% 3+ Lanes $275,592 $294,261 ($18,669)(6.3%)$286,263 (3.7%) Total Gross Revenue $13,092,663 $12,745,613 $347,049 2.7%$12,355,638 6.0% Average Revenue per Trip Average Full Toll Lanes $3.85 $3.86 ($0.01)(0.3%)$3.77 2.1% Average 3+ Lanes $0.27 $0.28 ($0.01)(3.6%)$0.28 (3.6%) Average Gross Revenue $3.01 $2.99 $0.02 0.7%$2.92 3.1% 4 . . . . . . . . . Traffic and Revenue Summary The chart below reflects the total trips breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. The chart below reflects the gross potential revenue breakdown between Full Toll trips and HOV3+ trips for FY 2014-15 on a monthly basis. 5 . . . . . . . . . Peak traffic hour in the eastbound direction reached or exceeded 90% or more of defined capacity nineteen times during the month of October 2014. As demonstrated on the next chart, westbound peak hour traffic volumes top out at 63% of defined capacity. EASTBOUND PEAK-HOUR VOLUMES PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 271 1,867 55%$4.70 253 2,008 59%$3.10 388 2,918 86% 1500 - 1600 $3.95 497 2,982 88%$4.60 465 3,174 93%$9.85 569 3,019 89% 1600 - 1700 $7.20 444 2,999 88%$9.50 521 3,216 95%$9.65 455 2,946 87% 1700 - 1800 $6.70 476 3,136 92%$8.80 465 3,005 88%$6.20 422 2,726 80% 1800 - 1900 $3.60 482 2,676 79%$4.40 474 2,680 79%$5.80 406 2,112 62% 1900 - 2000 $3.45 355 1,548 46%$5.00 406 1,816 53%$5.45 368 1,511 44% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 242 1,666 49%$4.55 240 1,706 50%$4.55 242 1,927 57%$4.70 252 2,093 62%$3.10 376 2,880 85% 1500 - 1600 $4.90 471 2,622 77%$3.70 454 2,808 83%$3.95 509 3,010 89%$4.60 544 3,229 95%$9.85 580 2,978 88% 1600 - 1700 $4.70 451 2,995 88%$5.95 460 3,134 92%$7.20 420 2,959 87%$9.50 460 2,999 88%$9.65 469 3,006 88% 1700 - 1800 $4.85 409 2,785 82%$5.40 462 3,008 88%$6.70 438 2,988 88%$8.80 433 2,961 87%$6.20 426 3,111 92% 1800 - 1900 $4.90 434 2,307 68%$3.60 459 2,671 79%$3.60 497 3,002 88%$4.40 554 2,814 83%$5.80 462 2,470 73% 1900 - 2000 $3.45 250 1,008 30%$3.45 288 1,430 42%$3.45 348 1,780 52%$5.00 360 1,636 48%$5.45 399 1,681 49% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 264 1,694 50%$4.55 252 1,774 52%$4.55 244 1,849 54%$4.70 241 1,967 58%$3.10 369 2,918 86% 1500 - 1600 $4.90 497 2,672 79%$3.70 491 2,934 86%$3.95 479 2,939 86%$4.60 525 3,146 93%$9.85 578 2,977 88% 1600 - 1700 $4.70 428 2,964 87%$5.95 441 2,981 88%$7.20 447 2,976 88%$9.50 458 2,947 87%$9.65 496 3,027 89% 1700 - 1800 $4.85 357 2,737 81%$5.40 462 3,283 97%$6.70 372 2,386 70%$8.80 443 3,013 89%$6.20 462 2,927 86% 1800 - 1900 $4.90 408 2,074 61%$3.60 450 2,653 78%$3.60 546 3,171 93%$4.40 482 2,721 80%$5.80 453 2,183 64% 1900 - 2000 $3.45 267 1,052 31%$3.45 341 1,652 49%$3.45 354 1,814 53%$5.00 323 1,625 48%$5.45 385 1,610 47% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 230 1,677 49%$4.55 218 1,520 45%$4.55 242 1,827 54%$4.70 243 2,039 60%$3.10 383 2,956 87% 1500 - 1600 $4.90 465 2,619 77%$3.70 517 2,955 87%$3.95 323 2,003 59%$4.60 515 3,103 91%$9.85 572 2,983 88% 1600 - 1700 $4.70 414 2,991 88%$5.95 470 3,105 91%$7.20 440 2,432 72%$9.50 478 2,811 83%$9.65 478 2,832 83% 1700 - 1800 $4.85 416 2,896 85%$5.40 420 3,056 90%$6.70 497 3,198 94%$8.80 430 2,977 88%$6.20 460 2,924 86% 1800 - 1900 $4.90 429 2,255 66%$3.60 479 2,645 78%$3.60 541 3,118 92%$4.40 506 2,869 84%$5.80 434 2,397 71% 1900 - 2000 $3.45 286 1,139 34%$3.45 324 1,411 42%$3.45 340 1,610 47%$5.00 339 1,708 50%$5.45 309 1,537 45% PM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 1400 - 1500 $4.55 243 1,699 50%$4.55 238 1,779 52%$4.55 284 1,932 57%$4.70 254 2,108 62%$3.10 360 2,959 87% 1500 - 1600 $4.90 495 2,717 80%$3.70 533 3,048 90%$3.95 522 2,872 84%$4.60 491 3,030 89%$9.85 524 2,840 84% 1600 - 1700 $4.70 465 3,064 90%$5.95 441 3,153 93%$7.20 558 3,300 97%$9.50 481 2,963 87%$9.65 472 2,812 83% 1700 - 1800 $4.85 402 2,886 85%$5.40 427 3,040 89%$6.70 480 3,250 96%$8.80 400 2,928 86%$6.20 447 2,717 80% 1800 - 1900 $4.90 483 2,239 66%$3.60 500 2,842 84%$3.60 558 2,841 84%$4.40 522 2,998 88%$5.80 492 2,587 76% 1900 - 2000 $3.45 238 1,093 32%$3.45 303 1,481 44%$3.45 394 1,869 55%$5.00 435 2,157 63%$5.45 251 1,352 40% Thursday 10/30/14 Friday 10/31/14Monday 10/27/14 Tuesday 10/28/14 Wednesday 10/29/14 Thursday 10/23/14 Friday 10/24/14 Thursday 10/16/14 Friday 10/17/14 Monday 10/20/14 Tuesday 10/21/14 Wednesday 10/22/14 Thursday 10/09/14 Friday 10/10/14 Monday 10/13/14 Tuesday 10/14/14 Wednesday 10/15/14 Thursday 10/02/14 Friday 10/03/14 Monday 10/06/14 Tuesday 10/07/14 Wednesday 10/08/14 Monday 09/29/14 Tuesday 09/30/14 Wednesday 10/01/14 6 . . . . . . . . . WESTBOUND PEAK-HOUR VOLUMES AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 322 888 26%$2.70 316 866 25%$2.70 281 809 24% 0500 - 0600 $4.35 594 1,864 55%$4.35 587 1,907 56%$4.15 534 1,812 53% 0600 - 0700 $4.55 508 2,036 60%$4.55 498 2,079 61%$4.35 452 1,848 54% 0700 - 0800 $5.05 440 1,968 58%$5.05 377 1,905 56%$4.90 358 1,703 50% 0800 - 0900 $4.55 224 1,732 51%$4.55 218 1,693 50%$4.35 206 1,347 40% 0900 - 1000 $3.60 187 1,661 49%$3.60 171 1,560 46%$3.60 154 1,197 35% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 307 901 27%$2.70 343 900 26%$2.70 331 948 28%$2.70 338 887 26%$2.70 285 802 24% 0500 - 0600 $4.35 560 1,843 54%$4.35 520 1,657 49%$4.35 578 1,850 54%$4.35 605 1,917 56%$4.15 510 1,719 51% 0600 - 0700 $4.55 501 2,013 59%$4.55 523 2,127 63%$4.55 528 2,086 61%$4.55 501 1,959 58%$4.35 477 1,762 52% 0700 - 0800 $5.05 385 1,827 54%$5.05 385 1,918 56%$5.05 389 1,882 55%$5.05 397 1,905 56%$4.90 274 1,004 30% 0800 - 0900 $4.55 210 1,691 50%$4.55 225 1,781 52%$4.55 220 1,756 52%$4.55 232 1,674 49%$4.35 245 1,697 50% 0900 - 1000 $3.60 148 1,443 42%$3.60 160 1,501 44%$3.60 143 1,655 49%$3.60 171 1,504 44%$3.60 181 1,661 49% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 310 887 26%$2.70 331 863 25%$2.70 307 896 26%$2.70 316 854 25%$2.70 292 789 23% 0500 - 0600 $4.35 498 1,755 52%$4.35 539 1,910 56%$4.35 555 1,804 53%$4.35 597 1,943 57%$4.15 519 1,692 50% 0600 - 0700 $4.55 432 1,774 52%$4.55 540 2,031 60%$4.55 518 1,968 58%$4.55 507 1,920 56%$4.35 472 1,803 53% 0700 - 0800 $5.05 366 1,724 51%$5.05 400 1,882 55%$5.05 405 2,019 59%$5.05 412 1,860 55%$4.90 396 1,853 55% 0800 - 0900 $4.55 223 1,589 47%$4.55 212 1,741 51%$4.55 214 1,834 54%$4.55 233 1,689 50%$4.35 197 1,450 43% 0900 - 1000 $3.60 181 1,312 39%$3.60 167 1,512 44%$3.60 162 1,499 44%$3.60 180 1,511 44%$3.60 145 1,147 34% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 307 852 25%$2.70 324 852 25%$2.70 321 926 27%$2.70 309 826 24%$2.70 290 813 24% 0500 - 0600 $4.35 558 1,865 55%$4.35 587 1,882 55%$4.35 598 2,041 60%$4.35 619 1,971 58%$4.15 551 1,870 55% 0600 - 0700 $4.55 468 1,915 56%$4.55 464 1,781 52%$4.55 506 2,015 59%$4.55 524 1,967 58%$4.35 484 1,753 52% 0700 - 0800 $5.05 380 1,806 53%$5.05 400 1,897 56%$5.05 383 1,960 58%$5.05 398 1,856 55%$4.90 341 1,396 41% 0800 - 0900 $4.55 239 1,710 50%$4.55 215 1,716 50%$4.55 220 1,701 50%$4.55 197 1,696 50%$4.35 220 1,501 44% 0900 - 1000 $3.60 137 1,364 40%$3.60 167 1,451 43%$3.60 169 1,605 47%$3.60 162 1,581 47%$3.60 145 1,248 37% AM Time Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap.Price HOV Vol. Cap. 0400 - 0500 $2.70 306 936 28%$2.70 320 925 27%$2.70 334 919 27%$2.70 328 878 26%$2.70 270 759 22% 0500 - 0600 $4.35 569 1,942 57%$4.35 605 1,954 57%$4.35 601 1,925 57%$4.35 595 1,941 57%$4.15 533 1,816 53% 0600 - 0700 $4.55 513 1,902 56%$4.55 513 1,999 59%$4.55 511 2,050 60%$4.55 492 1,962 58%$4.35 415 1,695 50% 0700 - 0800 $5.05 405 1,839 54%$5.05 394 1,842 54%$5.05 462 1,941 57%$5.05 370 1,869 55%$4.90 336 1,730 51% 0800 - 0900 $4.55 197 1,725 51%$4.55 221 1,744 51%$4.55 306 1,796 53%$4.55 207 1,592 47%$4.35 174 1,221 36% 0900 - 1000 $3.60 164 1,646 48%$3.60 166 1,563 46%$3.60 280 1,706 50%$3.60 172 1,503 44%$3.60 105 977 29% Friday 10/31/14 Thursday 10/23/14 Thursday 10/16/14 Monday 10/27/14 Tuesday 10/28/14 Wednesday 10/29/14 Thursday 10/30/14 Friday 10/17/14 Monday 10/20/14 Tuesday 10/21/14 Wednesday 10/22/14 Friday 10/24/14 Thursday 10/09/14 Friday 10/10/14 Monday 10/13/14 Tuesday 10/14/14 Wednesday 10/15/14 Thursday 10/02/14 Friday 10/03/14 Monday 10/06/14 Tuesday 10/07/14 Wednesday 10/08/14 Monday 09/29/14 Tuesday 09/30/14 Wednesday 10/01/14 7 . . . . . . . . . Performance Measures Oct-14 Performance CUSTOMER SERVICE Call Wait Time Monthly Not to exceed 120 seconds 0:46 Abandon Rate Monthly No more than 4.0% 1.5% Customer Satisfaction Monthly At least 75 outbound calls 75 Convert Violators to Customers Quarterly 8% or more #N/A Convert Violators to Customers Annually 10% or more #N/A VIOLATION PROCESSING Response Time Monthly Within 2 business days of receipt 1.0 CUSA Violation Collection Rate Quarterly 70% or more #N/A CUSA Violation Collection Rate Annually 74% or more 76% TRAFFIC OPERATIONS Initial & Secondary Reviews Monthly Equal to or less than 15 days 2 *Plate Misread Errors Monthly Equal to or less than 0.4% 0.04% CAS Response Time Monthly 0:20 (minutes) per call 0:09 ACCOUNTING Exceptions Monthly No more than 3 0 INFORMATION TECHNOLOGY Back-office System Uptime Monthly 99% Availability 100% Network Uptime Monthly 99% Availability 100% CUSA = Cofiroute USA; CAS = Customer Assistance Specialists * Plate Misread Error performance is current after a 60-day hold-back period; therefore, percentage reported here is for 2 months prior to the month of this report. REPORTING REQUIREMENT Reporting Period PERFORMANCE STANDARD Incoming Call Activity FY Total Calls % of Total Total Calls % of Total Average Representatives Answered 21,974 67.9%20,149 63.9%21,568 IVR Answered 7,785 24.1%8,079 25.6%8,200 *Abandoned Calls = or >20 seconds 475 1.5%1,159 3.7%905 **Abandoned Calls - all others 2,113 6.5%2,137 6.8%2,128 Total Incoming Calls:32,347 31,524 32,801 *This data is used in the Abandoned Calls performance measure. ** This data represents all IVR abandons and abandons outside the performance measure threshold. September-14October-14 INCOMING CALL VOLUME Transponder Distribution Status Tags % of Total Tags % of Total Issued To New Accounts 795 30.6%902 33.8%875 31.7% Additional Tags to Existing Accounts 633 24.3%607 22.8%636 23.0% Replacement Transponders 1,173 45.1%1,159 43.4%1,252 45.3% Total Issued 2,601 2,668 2,763 Returned Account Closures 464 25.9%340 22.2%434 24.1% Accounts Downsizing 198 11.1%173 11.3%188 10.5% Defective Transponders 1,129 63.0%1,016 66.4%1,177 65.4% Total Returned 1,791 1,529 1,799 FY 2014-15TRANSPONDER DISTRIBUTION October-14 September-14 Average To-Date 8 . . . . . . . . . At the end of October 2014, the 91 Express Lanes had 114,708 active customer accounts, with 173,183 transponders assigned to those accounts. Number of Accounts by Fiscal Year As of October 31, 2014 106,280 113,263 118,416 119,992 117,888 114,556 114,138 112,584 112,473 112,929 113,672 114,708 95,000 100,000 105,000 110,000 115,000 120,000 125,000 Fiscal Year Operational Highlights On-road Operations Customer Assistance Specialists (CAS) responded to 98 calls during October. The CAS team received 81 calls to assist disabled vehicles, 3 calls to remove debris and conducted 6 assists or traffic breaks. The CAS provided assistance to 4 accidents in the Express Lanes and 4 accidents in the general-purpose lanes. 9 . . . . . . . . . Financial Highlights 91 Express Lanes Operating Statement Description Actual (1)Budget (1)Dollar $Percent (%) Operating revenues: Toll revenue 12,116,396.25 12,274,357.00$ (157,960.75)$ (1.3) Fee revenue 2,636,038.52 2,240,798.00 395,240.52 17.6 Total operating revenues 14,752,434.77 14,515,155.00 237,279.77 1.6 Operating expenses: Contracted services 2,679,036.36 2,835,580.00 156,543.64 5.5 Administrative fee 763,433.68 722,274.00 (41,159.68) (5.7) Other professional services 306,973.00 485,161.00 178,188.00 36.7 Credit card processing fees 280,754.69 315,238.00 34,483.31 10.9 Toll road account servicing 162,319.11 152,340.00 (9,979.11) (6.6) Other insurance expense 118,624.36 194,350.00 75,725.64 39.0 Toll road maintenance supply repairs 23,165.41 78,304.00 55,138.59 70.4 Patrol services 154,327.96 164,936.00 10,608.04 6.4 Building equipment repairs and maint 125,351.07 212,840.00 87,488.93 41.1 Other services 9,950.00 7,600.00 (2,350.00) (30.9) Utilities 5,027.25 6,664.00 1,636.75 24.6 Office expense 9,476.63 10,789.00 1,312.37 12.2 Bad debt expense - - - N/A Miscellaneous (2)9,337.02 35,586.00 26,248.98 73.8 Leases 88,469.25 133,280.00 44,810.75 33.6 Total operating expenses 4,736,245.79 5,354,942.00 618,696.21 11.6 Depreciation and amortization (3)1,223,786.03 - (1,223,786.03) N/A Operating income (loss)8,792,402.95 9,160,213.00 (367,810.05) (4.0) Nonoperating revenues (expenses): Interest income 162,900.48 212,502.00 (49,601.52) (23.3) Interest expense (1,980,064.24) (1,964,916.00) (15,148.24) (0.8) Other 747.25 - 747.25 N/A Total nonoperating revenues (expenses)(1,816,416.51) (1,752,414.00) (64,002.51) (3.7) Transfers in - - - N/A Transfers out - - - N/A Net income (loss)6,975,986.44$ 7,407,799.00$ (431,812.56)$ (5.8) ¹Actual amounts are accounted for on the accrual basis of accounting in an enterprise fund. Budget amounts are accounted for on a modified accrual basis of accounting. ²Miscellaneous expenses include: Bond Insurance Costs, Bank Service Charge, Transponder Materials. ³Depreciation and amortization are not budgeted items. YTD as of October 31, 2014 YTD Variance Capital Asset Activity During the four months ending October 31, 2014, capital asset activities included $16,468 for the purchase of support equipment, $41,614 for the purchase of computer equipment, and $122,610 for the purchase of transponders. ORANGE COUNTY TRANSPORTATION AUTHORITY Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements Staff Report Orange County Transportation Authority 550 South Main Street / P.O. Box 14184 / Orange / California 92863-1584 / (714) 560-OCTA (6282) December 5, 2014 To: State Route 91 Advisory Committee From: Kirk Avila, General Manager, 91 Express Lanes Subject: Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements Overview Vavrinek, Trine, Day and Co., LLP, an independent accounting firm, has completed the annual audit of the 91 Express Lanes financial statements for Fiscal Year 2013-14 and has issued its independent auditor’s opinion. A copy of the audited financial statements is attached for the State Route 91 Advisory Committee review. Recommendation Receive and file the Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements. Background The Orange County Transportation Authority (OCTA) prepares the financial statements for the 91 Express Lanes Fund, which present the results of operations during the preceding fiscal year (FY) and the financial position at year end. In addition, OCTA is required to obtain an independent auditor’s opinion on the financial statements. The audit was conducted by Vavrinek, Trine, Day and Co., LLP (VTD) an independent accounting firm, to obtain reasonable assurance as to whether the financial statements are free of material misstatement. Discussion VTD has completed its annual audit and has issued its opinion of the 91 Express Lanes financial statements for the FY ended June 30, 2014. The audits were conducted in accordance with generally accepted auditing standards and the standards applicable to financial audits contained in the Government Auditing Standards, issued by the Comptroller General of the Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements Page 2 United States. The auditors have issued an unqualified opinion on the financial statements, indicating that the statements presents fairly, in all material aspects, the financial position of the 91 Express Lanes Fund , as of June 30, 2014. A copy of the audited financial statements is included as Attachment A. Summary Vavrinek, Trine, Day and Co., LLP, an independent accounting firm, has audited the 91 Express Lanes financial statements and has issued its unqualified opinion as to the fairness of the financial statements presentation. Attachment A. 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Financial Statements Year Ended June 30, 2014. ORANGE COUNTY TRANSPORTATION AUTHORITY Fiscal Year 2013-14 91 Express Lanes Annual Financial Statements Attachment A 91 EXPRESS LANES FUND (An Enterprise Fund of the Orange County Transportation Authority) FINANCIAL STATEMENTS For the Fiscal Year Ended June 30, 2014 ATTACHMENT A 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Financial Statements For the Fiscal Year Ended June 30, 2014 Contents Independent Auditors’ Report.................................................................................................................... 1 Management’s Discussion and Analysis ................................................................................................... 3 Financial Statements: Statement of Net Position ............................................................................................................................ 9 Statement of Revenues, Expenses and Changes in Fund Net Position ............................................... 10 Statement of Cash Flows ........................................................................................................................... 11 Notes to the Financial Statements ............................................................................................................ 13 1 INDEPENDENT AUDITORS’ REPORT Board of Directors Orange County Transportation Authority Orange, California Report on the Financial Statements We have audited the accompanying financial statements of the 91 Express Lanes Fund, an enterprise fund of the Orange County Transportation Authority (OCTA), as of and for the year ended June 30, 2014, and the related notes to the financial statements, as listed in the table of contents. Management's Responsibility for the Financial Statements Management is responsible for the preparation and fair presentation of these financial statements in accordance with accounting principles generally accepted in the United States of America; this includes the design, implementation, and maintenance of internal control relevant to the preparation and fair presentation of financial statements that are free from material misstatement, whether due to fraud or error. Auditors’ Responsibility Our responsibility is to express an opinion on these financial statements based on our audit. We conducted our audit in accordance with auditing standards generally accepted in the United States of America and the standards applicable to financial audits contained in Government Auditing Standards, issued by the Comptroller General of the United States. Those standards require that we plan and perform the audit to obtain reasonable assurance about whether the financial statements are free from material misstatement. An audit involves performing procedures to obtain audit evidence about the amounts and disclosures in the financial statements. The procedures selected depend on the auditor's judgment, including the assessment of the risks of material misstatement of the financial statements, whether due to fraud or error. In making those risk assessments, the auditor considers internal control relevant to the entity's preparation and fair presentation of the financial statements in order to design audit procedures that are appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness of the entity's internal control. Accordingly, we express no such opinion. An audit also includes evaluating the appropriateness of accounting policies used and the reasonableness of significant accounting estimates made by management, as well as evaluating the overall presentation of the financial statements. We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our audit opinion. Opinion In our opinion, the financial statements referred to above present fairly, in all material respects, the financial position of the 91 Express Lanes Fund and the changes in financial position and cash flows thereof for the year then ended in accordance with accounting principles generally accepted in the United States of America. Vavrinek, Trine, Day & Co., LLP Certified Public Accountants VALUE THE DIFFEREN CE F R E S N O • L AG U N A H I L L S • PA LO A LTO • P L E A S A N TO N • R A N C H O C U C A M O N GA • R I v E R S I d E • S AC R A M E N TO 25231 Paseo De Alicia, Suite 100 Laguna Hills, CA 92653 Tel: 949.768.0833 Fax: 949.768.8408 www.vtdcpa.com 2 Emphasis of Matter As discussed in Note 1, the financial statements present only the 91 Express Lanes Enterprise Fund of OCTA and do not purport to, and do not, present fairly the financial position of OCTA as of June 30, 2014, and the changes in its financial position, or where applicable, its cash flows for the year then ended in accordance with accounting principles generally accepted in the United States of America. Our opinion is not modified with respect to this matter. Other Matters Required Supplementary Information Accounting principles generally accepted in the United States of America require that the management’s discussion and analysis on pages 3 through 8 be presented to supplement the basic financial statements. Such information, although not a part of the basic financial statements, is required by the Governmental Accounting Standards Board who considers it to be an essential part of financial reporting for placing the basic financial statements in an appropriate operational, economic, or historical context. We have applied certain limited procedures to the required supplementary information in accordance with auditing standards generally accepted in the United States of America, which consisted of inquiries of management about the methods of preparing the information and comparing the information for consistency with management's responses to our inquiries, the basic financial statements, and other knowledge we obtained during our audit of the basic financial statements. We do not express an opinion or provide any assurance on the information because the limited procedures do not provide us with sufficient evidence to express an opinion or provide any assurance. Other Reporting Required by Government Auditing Standards In accordance with Government Auditing Standards, we have also issued our report dated October 30, 2014, on our consideration of OCTA’s internal control over financial reporting and on our tests of its compliance with certain provisions of laws, regulations, contracts, and grant agreements and other matters. The purpose of that report is to describe the scope of our testing of internal control over financial reporting and compliance and the results of that testing, and not to provide an opinion on internal control over financial reporting or on compliance. That report is an integral part of an audit performed in accordance with Government Auditing Standards in considering OCTA’s internal control over financial reporting and compliance. Laguna Hills, California October 30, 2014 91 Express Lanes Fund Management’s Discussion and Analysis (unaudited) For the Fiscal Year Ended June 30, 2014 3 As management of the 91 Express Lanes Fund (91 EL), an enterprise fund of the Orange County Transportation Authority, we offer readers of the 91 EL financial statements this narrative overview and analysis of the 91 EL’s financial activities for the fiscal year ended June 30, 2014. We encourage readers to consider the information on financial performance presented in conjunction with the financial statements that begin on page 9. All amounts, unless otherwise indicated, are expressed in thousands of dollars. Financial Highlights At the end of fiscal year 2013-14, the total net position of the 91 EL was $106,849 and consisted of net investment in capital assets of $23,114; restricted net position of $13,015; and unrestricted net position of $70,720. Net position increased $18,133 during fiscal year 2013-14, which represents an increase of 20% from the fiscal year 2012-13 ending net position. The increase is primarily due to operating revenues in excess of operating expenses offset by bond interest expense. In fiscal year 2013-14, total operating revenues increased by $3,322, which represents an 8% increase from the fiscal year 2012-13, primarily due to an increase in the collection of violation fees. Total operating expenses increased by $1,574, which represents a 9% increase from the fiscal year 2012-13, primarily due to an increase in fees paid to the collection agency. During the fiscal year 2013-14, OCTA issued $124,415 in Senior Lien Toll Road Revenue Refunding Bonds Series 2013 to refund the outstanding Toll Road Revenue Refunding Bonds (91 Express Lanes) Series 2003-A, Series 2003-B-1 and Series 2003-B-2. Overview of the Financial Statements This discussion and analysis is intended to serve as an introduction to the 91 EL’s financial statements. The financial statements are comprised of the fund financial statements and notes to the financial statements. The statement of net position presents information on all of the 91 EL’s assets, deferred outflows of resources, deferred inflows of resources and liabilities, with the difference reported as net position. Over time, increases or decreases in net position may serve as a useful indicator of whether the financial position of the 91 EL is improving or deteriorating. The statement of revenues, expenses and changes in fund net position presents information showing how the 91 EL’s net position changed during the fiscal year. All changes in net position are reported as soon as the underlying event giving rise to the change occurs, regardless of the timing of related cash flows. The 91 EL fund financial statements can be found on pages 9-12 of this report. Notes to the financial statements provide additional information that is essential to a full understanding of the data provided in the financial statements. The notes to the financial statements can be found on pages 13-29 of this report. 91 Express Lanes Fund Management’s Discussion and Analysis 4 91 Express Lanes Financial Analysis As noted previously, net position may serve over time as a useful indicator of the 91 EL’s financial position. At June 30, 2014, the 91 EL’s net position was $106,849, an increase of $18,133 from June 30, 2013. Our analysis below focuses on net position (Table 1) and changes in net position (Table 2) of the 91 EL’s financial activities. Table 1 91 Express Lanes Fund Net Position 2014 2013 Current and other assets $ 80,476 $ 63,054 Restricted assets 23,813 39,018 Capital assets, net 3,094 3,937 Intangible asset – toll road franchise, net 133,215 135,801 Total assets 240,598 241,810 Total deferred outflows of resources 11,020 16,106 Current liabilities 14,681 14,867 Long-term liabilities 130,088 154,333 Total liabilities 144,769 169,200 Net position: Invested in capital assets 23,114 14,620 Restricted 13,015 20,383 Unrestricted 70,720 53,713 Total net position $ 106,849 $ 88,716 Restricted assets decreased by $15,205 due to a decrease in bond cash reserves as a result of the debt refunding. Total liabilities decreased by $24,431 primarily due to the debt refunding. The 91 EL’s net position invested in capital assets was $23,114, compared to $14,620 in 2013. The 91 EL’s net position reflects its investment in capital assets (i.e., intangible assets; improvements; communications equipment; computer hardware and software; equipment, furniture and fixtures; and transponders), less any related outstanding debt used to acquire these assets. The 91 EL uses these capital assets to provide improved mobility for 91 EL customers and commuters along the State Route (SR) 91 corridor. The increase of $8,494 in net position invested in capital assets was primarily due to the debt refunding. Restricted net position, representing resources subject to external restrictions on how they may be used, were 12% and 23% of the total net position at June 30, 2014 and 2013, respectively. The decrease in restricted net position of $7,368 is related to the debt refunding which resulted in a reduction in cash reserve requirements. Unrestricted net position represents the portion of net position that can be used to finance day-to-day operations without constraints established by debt covenants, enabling legislation, or other legal 91 Express Lanes Fund Management’s Discussion and Analysis 5 requirements. Unrestricted net position changed from $53,713 at June 30, 2013 to $70,720 at June 30, 2014. This increase of $17,007 was primarily due to operating revenues in excess of operating expenses. The analysis in Table 2 focuses on the changes in net position. Table 2 91 Express Lanes Fund Changes in Net Position 2014 2013 Revenues: Operating revenues: Tolls, fees, and fines $ 42,610 $ 39,288 Total operating revenues 42,610 39,288 Operating expenses: Management and operational services 7,878 7,505 Administrative overhead 2,290 2,168 Other operating expenses 12 7 Insurance claims and premiums 334 312 Professional services 3,885 2,580 General and administrative 348 508 Depreciation and amortization 3,794 3,887 Total operating expenses 18,541 16,967 Operating income 24,069 22,321 Nonoperating revenues (expenses): Investment earnings 701 198 Investment loss on derivative instrument - 1,312 Interest expense (5,914) (5,773) Cost of issuance on long-term debt (831) - Other 108 21 Total nonoperating revenues (expenses) (5,936) (4,242) Income before transfers 18,133 18,079 Transfers to OCTA funds - (1) Changes in net position 18,133 18,078 Total net position—beginning 88,716 70,638 Total net position—ending $ 106,849 $ 88,716 91 Express Lanes Fund Management’s Discussion and Analysis 6 91 EL’s total operating revenues increased by 8%, while total operating expenses increased by 9%. The increase in operating revenues is primarily due to an increase in revenue from toll road fees and collection of violations fees. The increase in operating expenses is primarily attributable to fees paid for collection services and for a study report to improve the pavement condition on the 91 EL. Capital Assets and Intangible Asset Capital Assets As of June 30, 2014, the 91 EL had $3,094 net of accumulated depreciation, invested in a broad range of capital assets including: construction in progress, improvements, computer hardware and software, transponders, and equipment, furniture and fixtures (Table 3). The total decrease in the 91 EL’s capital assets for fiscal year 2013-14 was $843, which was primarily due to depreciation. Table 3 91 Express Lanes Fund Capital Assets, net of depreciation and amortization 2014 2013 Construction in progress 10 - Improvements 1,670 1,855 Communications equipment - 83 Computer hardware and software 435 927 Transponders 948 1,027 Equipment, furniture, and fixtures 31 45 Total capital assets, net $ 3,094 $ 3,937 Major capital asset deletions during 2014 included $437 for disposal of transponders. The 91 EL has outstanding capital expenditure commitments, the most significant of which is $1,932 for transponder purchases. More detailed information about the 91 EL’s capital assets is presented in note 4 to the financial statements. Intangible Asset Intangible asset activity for the year ended June 30, 2014 was as follows: Beginning Balance Increases Decreases Ending Balance Toll facility franchise $ 205,264 $ - $ - $ 205,264 Less accumulated amortization (69,463) (2,586) - (72,049) Total toll facility franchise, net $ 135,801 $ (2,586) $ - $ 133,215 91 Express Lanes Fund Management’s Discussion and Analysis 7 More detailed information about the 91 EL’s intangible asset is presented in note 5 to the financial statements. Debt Administration As of June 30, 2014, the 91 EL had $124,415 in tax-exempt bonds outstanding compared to $155,460 at June 30, 2013, as presented in Table 4. Table 4 91 Express Lanes Fund Outstanding Debt 2014 2013 Tax-exempt bonds $ 124,415 $ 155,460 Additional information on long-term debt can be found in note 6 to the financial statements. Economic and Other Factors The 91 EL makes up $42,461 or 3.7% of OCTA’s fiscal year 2014-15 revenue budget. In fiscal year 2014-15, toll revenue is forecasted to increase by 10.4% over the fiscal year 2013-14 budget. This increase is due to the lower amounts budgeted in fiscal year 2013-14 to account for the addition of the 5th general purpose lane in the SR-91 corridor. The average long term rate of growth for toll road revenues beyond fiscal year 2014-15 is 5.7%. The majority of expenses related to the 91 EL within the fiscal year 2014-15 budget are on-going general costs related to day to day operations of the toll facility. Since the 91 EL is a fully electronic toll facility, motorists pay tolls through the convenient use of windshield mounted FasTrak™ transponders that automatically deduct toll charges from a prepaid account. At the end of fiscal year 2013-14, there were 113,672 active customer accounts, with 171,304 transponders assigned to those accounts. OCTA, in concert with Caltrans and Riverside County Transportation Commission (RCTC), issued an annual SR 91 Implementation Plan to establish a program of projects eligible for funding by potential excess 91 EL toll revenue and other funds. The total cost for the first set of projects is approximately $99,200. One of these projects is the addition of a westbound auxiliary lane on SR-91 beginning at the northbound SR-55 to the westbound SR-91 connector through the Tustin Avenue interchange. Construction began in fiscal year 2013-14 and is expected to be completed in fiscal year 2015-16. This project requires close coordination with Caltrans in order to minimize impacts to the 91 EL’s operations. 91 Express Lanes Fund Management’s Discussion and Analysis 8 Contacting 91 EL’s Management This financial report is designed to provide a general overview of the 91 EL’s finances for all those with an interest in the government’s finances and to demonstrate the 91 EL’s accountability for the money it receives. Questions concerning any of the information provided in this report or requests for additional information should be addressed to the Finance and Administration Division at the Orange County Transportation Authority, 550 South Main Street, P.O. Box 14184, Orange, California 92863-1584. 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Statement of Net Position June 30, 2014 Assets Current Assets: Cash and investments $ 73,508,151 Receivables: Interest 81,262 Violations, net 5,507,042 Other, net 1,079,967 Other assets 299,623 Total current assets 80,476,045 Noncurrent Assets: Restricted cash and investments: Cash equivalents 23,813,056 Capital assets, net: Nondepreciable 9,614 Depreciable 3,084,544 Intangible asset - tollroad franchise, net 133,214,675 Total noncurrent assets 160,121,889 Total Assets 240,597,934 Deferred Outflows of Resources Deferred charge on refunding 11,019,870 Total Deferred Outflows of Resources 11,019,870 Liabilities Current Liabilities: Accounts payable 3,017,459 Accrued interest payable 2,201,803 Unearned revenue 4,255,921 Other liabilities 280,452 Bonds payable - due within one year 4,925,000 Total current liabilities 14,680,635 Noncurrent Liabilities: Bonds payable - due in more than one year 130,088,131 Total noncurrent liabilities 130,088,131 Total Liabilities 144,768,766 Net Position Net investment in capital assets 23,114,096 Restricted for: Debt service 6,768 Capital 10,005,972 Operating reserves 3,001,792 Unrestricted 70,720,410 Total Net Position $ 106,849,038 See accompanying notes to the financial statements. 9 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Statement of Revenues, Expenses and Changes in Fund Net Position For the Year Ended June 30, 2014 Operating revenues:Operating revenues: Tolls, fees, and fines $ 42,610,409 Operating expenses: Management and operational services 7,878,501 Administrative overhead 2,290,301 Other operating expenses 11,645 Insurance claims and premiums 333,566 Professional services 3,885,434 General and administrative 347,956 Depreciation and amortization 3,793,954 Total operating expenses 18,541,357 Operating income 24,069,052 Nonoperating revenues (expenses):p g ( p ) Investment earnings 700,899 Interest expense (5,913,676) Cost of issuance on long-term debt (831,275) Other 107,868 Total nonoperating revenues (expenses)(5,936,184) Change in net position 18,132,868 Total net position - beginning 88,716,170 Total net position - ending $ 106,849,038 See accompanying notes to the financial statements. 10 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Statement of Cash Flows For the Year Ended June 30, 2014 Cash flows from operating activities: Receipts from customers and users $ 41,685,887 Payments to suppliers (12,760,166) Payments for OCTA interfund services used (2,290,301) Miscellaneous revenue received 107,868 Net cash provided by operating activities 26,743,288 Cash flows from capital and related financing activities: Principal payment on long-term debt (20,245,191) Interest paid on long-term debt (5,217,134) Cost of issuance on long-term debt (469,508) Acquisition and construction of capital assets (364,840) Net cash used for capital and related financing activities (26,296,673) Cash flows from investing activities: Interest received 711,989 Net cash provided by investing activities 711,989 Net increase in cash and cash equivalents 1,158,604 Cash and cash equivalents at beginning of year 96,162,603 Cash and cash equivalents at end of year $ 97,321,207 Reconciliation of cash and cash equivalents to statement of net assets: Cash and investments $ 73,508,151 Restricted cash and investments 23,813,056 Total cash and cash equivalents $ 97,321,207 See accompanying notes to the financial statements. 11 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Statement of Cash Flows (Continued) For the Year Ended June 30, 2014 Reconciliation of operating income to net cash provided by operating activities: Operating income $ 24,069,052 Adjustments to reconcile operating income to net cash provided by (used for) operating activities: Depreciation expense 1,207,262 Amortization of Franchise Agreement 2,586,692 Amortization of prepaid expense 282,017 Amortization of prepaid insurance 333,566 Miscellaneous 107,868 Change in assets and liabilities: Violations receivables, net (1,025,641) Other receivables, net (10,849) Other assets (648,086) Accounts payable (203,926) Due to other governments (66,635) Unearned revenue 127,510 Other liabilities (15,542) Total adjustments 2,674,236 Net cash provided by operating activities $ 26,743,288 Noncash capital, financing and investing activities: Amortization of bond premium $ (595,013) Amortization of bond deferred charges $ 719,342 Investment earnings $ 16,051 Activity related to bond refunding directly deposited with trustee: 2013 Revenue refunding bonds par amount for refunding of Series 2003 bonds $ 124,415,000 2013 Revenue refunding bonds premium for refunding of Series 2003 bonds $ 11,161,576 Payment of underwriter's discount $ 361,767 See accompanying notes to the financial statements. 12 91 Express Lanes Fund (An Enterprise Fund of the Orange County Transportation Authority) Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 13 1. Reporting Entity On January 3, 2003, the Orange County Transportation Authority (OCTA) purchased from the California Private Transportation Company (CPTC) its interest in a Franchise Agreement for the 91 Express Lanes. See note 5 for further discussion of the service concession arrangement. These financial statements include only the activities of the 91 Express Lanes Fund, an enterprise fund of OCTA. These financial statements are not intended to present the activities of OCTA. 2. Summary of Significant Accounting Policies The accounting policies of the 91 Express Lanes Fund are in conformity with generally accepted accounting principles applicable to governmental units. The Governmental Accounting Standards Board (GASB) is the accepted standard-setting body for establishing accounting and financial reporting principles. Basis of Accounting The financial statements of the 91 Express Lanes Fund are reported using the economic resources measurement focus and the accrual basis of accounting. Revenues, consisting substantially of tolls and fees, are recorded when earned, and expenses are recorded when a liability is incurred, regardless of the timing of related cash flows. Toll amounts are collected from customers on a prepaid basis, and unearned tolls are reported as unearned revenue. Toll revenue is recognized when the customers utilize the toll road facility. Enterprise funds distinguish operating revenues and expenses from nonoperating items. Operating revenues and expenses generally result from providing services in connection with an enterprise fund’s principal ongoing operations. The principal operating revenues of the 91 Express Lanes Fund are charges to customers for use of the toll facility. Operating expenses for the 91 Express Lanes Fund include the cost of services, administrative expenses, and depreciation and amortization on capital assets. All revenues and expenses not meeting this definition are reported as nonoperating revenues and expenses. When both restricted and unrestricted resources are available for use, it is the 91 Express Lanes Fund’s policy to use restricted resources first and then unrestricted resources as they are needed. Cash and Investments The 91 Express Lanes Fund participates in OCTA’s Commingled Investment Pool. OCTA maintains cash and investments in accordance with the Annual Investment Policy (AIP) adopted 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 14 initially by OCTA’s Board of Directors (Board) on May 8, 1995, and most recently amended on June 10, 2013. The AIP complies with, or is more restrictive than, the California Government Code (Code). At June 30, 2014, the investment portfolios were maintained at MUFG Union Bank, N.A. as custodial bank. OCTA’s Commingled Investment Pool is managed by four private sector investment managers. Separate investment manager accounts are maintained for the proceeds of bond issues, with the earnings for each bond issue accounted for separately. Cash from other OCTA revenue sources is commingled for investment purposes in the OCTA Commingled Investment Pool, with investment earnings allocated to the different accounts based on average daily account balances. Investments in U.S. government and U.S. agency securities, medium-term notes, repurchase agreements, variable and floating rate securities, commercial paper, mortgage and asset-backed securities and corporate notes are carried at fair value based on quoted market prices, except for securities with a remaining maturity of one year or less at purchase date, which are carried at cost. Treasury mutual funds are carried at fair value based on each fund’s share price. The Orange County Treasury Investment Pool (OCIP) is carried at fair value based on the value of each participating dollar as provided by the OCIP. The state managed Local Agency Investment Fund (LAIF) is carried at fair value based on the value of each participating dollar as provided by LAIF. The AIP requires that assets in the portfolio consist of the following investments, with maximum permissible concentrations based on book value, and may be more restrictive than applicable state statutes for the following investment types: OCTA notes and bonds, U.S. treasuries, federal instrumentality securities, federal agencies, State of California and local agency obligations, bankers acceptance, commercial paper, negotiable certificates of deposit, repurchase agreements, medium-term maturity corporate securities, money market funds, other mutual funds, mortgage or asset-backed securities, LAIF, OCIP, variable and floating rate securities and bank deposits. Investment agreements are also allowed for bond issues. All investments are subject to a maximum maturity of five years, unless specific direction to exceed the limit is given by the Board and as permitted by the Code. OCTA policy is to invest only in high quality instruments as permitted by the Code, subject to the limitations of the AIP. Cash and Cash Equivalents For the purpose of the statement of cash flows, OCTA considers all short-term investments with an initial maturity of three months or less to be cash equivalents. All deposits, commercial paper, money market mutual funds, certificates of deposit, and the 91 Express Lanes Fund’s share of the OCTA Commingled Investment Pool represent cash and cash equivalents for cash flow purposes. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 15 Restricted Cash and Investments Investments set aside in the Senior Lien Reserve Fund, Major Maintenance Reserve Fund, and Operating Reserve Fund are pursuant to terms of the 2013 Indenture for the $124,415,000 Toll Road Revenue Refunding Bonds and their use is limited by applicable debt covenants. Permitted investments per the debt covenants include: government obligations, State of California and local agency obligations, bankers acceptances, commercial paper, negotiable certificates of deposit, repurchase agreements, money market funds, other mutual funds, investment agreements, OCIP, and variable and floating rate securities. Receivables Violations receivables include an estimate for outstanding unpaid violations that the 91 Express Lanes Fund anticipates to collect. For violations less than 90 days old, the receivable is based on a twelve-month average of violations collected, and is recorded net of an allowance for uncollectible accounts of $584,226 at June 30, 2014. For unpaid violations in excess of 90 days, the receivable is estimated using a 3-year average of violations collected and is recorded net of uncollectible accounts as the majority is not considered probable of collection. Other receivables include amounts due from other California toll road agencies related to their customers’ use of the 91 Express Lanes, as well as amounts owed from customers, net of an allowance for uncollectible accounts of $339,720 at June 30, 2014. An estimated $3.6 million of violation and customer receivables are not expected to be collected within one year. The 91 Express Lanes utilizes an outside collection agency to assist in the recovery of unpaid customer balances and violations exceeding 90 days. Other Assets Other assets include prepaid expenses and refundable deposits. Capital Assets Capital assets include construction in progress, improvements, equipment, computer hardware, software, furniture and fixtures, and transponders. Capital assets are defined by the 91 Express Lanes Fund as assets with an initial, individual cost of more than $5,000 and a useful life in excess of one year. It is also the 91 Express Lanes Fund’s policy to capitalize transponder purchases, as they are considered a significant class of assets even though individually under $5,000. Such assets are recorded at historical cost. The costs of normal maintenance and repairs that do not add value to the asset or materially extend asset lives are not capitalized. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 16 Capital assets are depreciated using the straight-line method over the following estimated useful lives: Capital Asset Type Useful Life Improvements 10-30 years Equipment, furniture and fixtures 3-10 years Computer hardware and software 3-5 years Transponders 5 years Intangible Asset – Toll Facility Franchise OCTA purchased the interest in the franchise agreement for the toll facility from CPTC on January 3, 2003. The toll facility franchise is amortized over the remaining life of the franchise agreement through December 2065. Deferred outflows/inflows of resources In addition to assets, the statement of net position will sometimes report a separate section for deferred outflows of resources. This separate financial statement element, deferred outflows of resources, represents a consumption of net position that applies to a future period and so will not be recognized as an outflow of resources (expense) until then. OCTA only has one item that qualifies for reporting in this category. It is the deferred charge on refunding reported in the statement of net position. A deferred charge on refunding results from the difference in the carrying value of refunded debt and its reacquisition price. This amount is deferred and amortized over the shorter of the life of the refunded or refunding debt. In addition to liabilities, the statement of net position will sometimes report a separate section for deferred inflows of resources. This separate financial statement element, deferred inflows of resources, represents an acquisition of net position that applies to a future period and will not be recognized as an inflow of resources (revenue) until that time. Risk Management The 91 Express Lanes Fund purchases commercial property insurance including business interruption, earthquake and flood coverage related to the toll facility. Additionally, the 91 Express Lanes Fund participates in OCTA’s self-insurance general liability program. Liability claims are resolved by OCTA and are an expense of the 91 Express Lanes Fund. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 17 Net Position Net position represents the difference between assets and deferred outflow of resources and liabilities and deferred inflow of resources and is classified into three categories: Net investment in capital assets - Reflects net position of the 91 Express Lanes Fund invested in capital assets net of related debt. This net position is not accessible for other purposes. Restricted net position - Represents net position not accessible for general use, with the use subject to restrictions enforceable by third parties. The statement of net position includes restricted net position for the portion of debt attributable to unspent proceeds, restricted by the 2013 Toll Road Revenue Refunding Bonds Master Indenture of Trust for debt service, capital, and operating expenses. Unrestricted net position - Represents net position available for general use. Use of Estimates The preparation of the financial statements in conformity with accounting principles generally accepted in the United States requires management to make estimates and assumptions that affect certain reported amounts and disclosures during the reporting period. As such, actual results could differ from those estimates. New Effective Accounting Pronouncements In fiscal year 2014, OCTA implemented the following GASB Statements: GASB Statement No. 66 In March 2012, GASB issued Statement No. 66, Technical Corrections – 2012 – an amendment of GASB Statements No. 10 and No. 62. The objective of this statement is to improve accounting and financial reporting for a governmental financial reporting entity by resolving conflicting guidance that resulted from the issuance of two pronouncements, Statements No. 54, Fund Balance Reporting and Governmental Fund Type Definitions and No. 62, Codification of Accounting and Financial Reporting Guidance Contained in Pre-November 30, 1989 FASB and AICPA Pronouncements. This statement is effective for OCTA’s fiscal year ending June 30, 2014. There was no current effect on the financial statements as a result of implementing this statement. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 18 GASB Statement No. 67 In June 2012, GASB issued Statement No. 67, Financial Reporting for Pension Plans – an amendment of GASB Statement No. 25. The objective of this statement is to improve financial reporting by state and local governmental pension plans. This statement is effective for OCTA’s fiscal year ending June 30, 2014 and does not apply to the 91 Express Lanes. GASB Statement No. 70 In April 2013, GASB issued Statement No. 70, Accounting and Financial Reporting for Nonexchange Financial Guarantees. This statement requires a government that extends a nonexchange financial guarantee to recognize a liability when qualitative factors and historical data, if any, indicate that it is more likely than not that the government will be required to make a payment on the guarantee. Additionally, this statement requires a government that has issued an obligation guaranteed in a nonexchange transaction to recognize revenue to the extent of the reduction in its guaranteed liabilities. This statement also requires a government that is required to repay a guarantor for making a payment on a guaranteed obligation or legally assuming the guaranteed obligation to continue to recognize a liability until legally released as an obligor. This statement is effective for OCTA’s fiscal year ending June 30, 2014. There was no current effect on the financial statements as a result of implementing this statement. 3. Cash and Investments Cash and investments are comprised of the following at June 30, 2014: Deposits: Petty cash $ 550 Deposits 167,132 Total deposits 167,682 Investments: With OCTA Commingled Investment Pool 73,348,187 With trustee 23,805,338 Total investments 97,153,525 Total cash and investments $ 97,321,207 Total deposits and investments are reported in the financial statements as: Unrestricted cash and investments $ 73,508,151 Restricted cash and investments: Cash equivalents 23,813,056 Total cash and investments $ 97,321,207 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 19 As of June 30, 2014, the 91 Express Lanes Fund had the following investments: Investment Fair Value Principal Interest Rate Range Maturity Range Weighted Average Maturity (Years) OCTA Commingled Investment Pool $ 73,348,187 $ 73,192,935 Discount, 0.075%-6.750% 7/1/14- 4/16/19 1.97 Held by trustee: Money Market Mutual Funds 946 946 Variable 7/1/14 1 Day Certificates of Deposit 13,000,000 13,000,000 .07% 7/1/14 1 Day Commercial Paper 10,804,392 10,804,392 Discount 8/4/14 .10 Total investments $ 97,153,525 $ 96,998,273 Portfolio Weighted Average 1.92 Interest Rate Risk OCTA manages exposure to declines in fair value from increasing interest rates by having an investment policy that limits maturities to five years while also staggering maturities. OCTA maintains a low duration strategy, targeting an estimated average portfolio duration of three years or less, with the intent of reducing interest rate risk. Portfolios with low duration are less volatile, therefore less sensitive to interest rate changes. In accordance with the AIP, amounts restricted for debt service reserves are invested in accordance with the maturity provision of their specific indenture, which may extend beyond five years. As of June 30, 2014, the 91 Express Lanes Fund participated in OCTA’s Commingled Investment Pool which had asset-backed securities totaling $76,133,311 recorded in the pool. The underlying assets are consumer receivables that include credit cards, auto and home loans. The securities have a fixed interest rate and are rated AAA by at least two of the three nationally recognized statistical rating organizations. As of June 30, 2014, OCTA’s Commingled Investment Pool had the following variable rate notes: Investment Fair Value Coupon Multiplier Coupon Reset Date American Express $ 1,017,545 LIBOR + 59 basis points Quarterly American Express 542,997 LIBOR + 55 basis points Quarterly American Express 1,137,243 LIBOR + 51 basis points Quarterly Apple 1,320,528 LIBOR + 5 basis points Quarterly Apple 1,090,032 LIBOR + 25 basis points Quarterly AT&T 336,428 LIBOR + 91 basis points Quarterly 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 20 Bank of America 765,662 LIBOR + 82 basis points Quarterly Bank of America 301,944 LIBOR + 87 basis points Quarterly Bank of Nova Scotia 1,106,017 LIBOR + 52 basis points Quarterly BNP Paribas 1,294,102 LIBOR + 59 basis points Quarterly Bank of Oklahoma 1,123,863 LIBOR + 69 basis points Quarterly Branch Banking and Trust 1,000,920 LIBOR + 33 basis points Quarterly Cisco Systems 903,573 LIBOR + 28 basis points Quarterly Citigroup 630,876 LIBOR + 77 basis points Quarterly Citigroup 500,270 LIBOR + 54 basis points Quarterly Daimler Finance 1,081,171 LIBOR + 86 basis points Quarterly Duke Energy 662,396 LIBOR + 35 basis points Quarterly Duke Energy 1,881,015 LIBOR + 20 basis points Quarterly General Electric 1,220,987 LIBOR + 65 basis points Quarterly Goldman Sachs 1,107,604 LIBOR + 120 basis points Quarterly HSBC USA 829,889 LIBOR + 88 basis points Quarterly IBM 171,006 LIBOR + 37 basis points Quarterly Johnson & Johnson 1,151,116 LIBOR + 7 basis points Quarterly JP Morgan Chase 2,068,744 LIBOR + 90 basis points Quarterly JP Morgan Chase 431,565 LIBOR + 52 basis points Quarterly Medtronic 1,248,013 LIBOR + 9 basis points Quarterly Merck & Company 863,010 LIBOR + 36 basis points Quarterly National Rural Utilities 330,393 LIBOR + 25 basis points Quarterly NBC Universal 1,115,972 LIBOR + 53.7 basis points Quarterly PACCAR Financial 232,109 LIBOR + 60 basis points Quarterly Prudential Holdings 993,275 LIBOR + 87.5 basis points Quarterly Rockwell 1,092,671 LIBOR + 35 basis points Quarterly Westpac 840,350 LIBOR + 74 basis points Quarterly Total Variable Rate Notes $ 30,393,286 Custodial Credit Risk Custodial credit risk for deposits is the risk that, in the event of the failure of a depository financial institution, a government will not be able to recover its deposits or will not be able to recover collateral securities that are in the possession of an outside party. The custodial credit risk for investments is the risk that, in the event of the failure of the counterparty (e.g., broker- dealer) to a transaction, a government will not be able to recover the value of its investment or collateral securities that are in the possession of another party. OCTA’s investment policy requires that a third party bank custody department hold all securities owned by OCTA. All trades are settled on a delivery versus payment basis through OCTA’s safekeeping agent. At 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 21 June 30, 2014, OCTA did not have any deposits or securities exposed to custodial credit risk and there was no securities lending. Credit Risk The AIP sets minimum acceptable credit ratings for investments from any of the three nationally recognized rating services: Standard & Poor’s Corporation (S & P), Moody’s Investors Service (Moody’s), and Fitch Ratings (Fitch). For an issuer of short-term debt, the rating must be no less than A-1 (S & P), P-1 (Moody’s), or F-1 (Fitch), while an issuer of long-term debt must be rated no less than an “A” by two of the three rating services. LAIF and OCTA’s Commingled Investment Pool are not rated. The following is a summary of the credit quality distribution and concentration of credit risk by investment type as a percentage of fair value of the 91 Express Lanes Fund’s portfolio at June 30, 2014. (NR means Not Rated): Investments S & P Moody’s Fitch % of 91 Express Lanes Portfolio OCTA Commingled Investment Pool NR NR NR 75.50% Held by trustee: Money Market Mutual Funds AAAm Aaa AAA 0.00% Certificates of Deposit A-1 P-1 F1 13.38% Commercial Paper: U.S. Bank A-1 P-1 F1 11.12% Total 100.00% Concentration of Credit Risk At June 30, 2014, OCTA did not exceed the AIP maximum concentrations as stated below: Issuer/Counter-Party Diversification Guidelines For All Securities Except Federal Agencies, Federal Instrumentalities, Investment Agreements, Repurchase Agreements and 91 Express Lanes Debt 5% for any one corporation, bank, local agency, special purpose vehicle or other corporate name for one or more series of securities. Issuer/Counter-Party Diversification Guidelines For Federal Agencies, Federal Instrumentalities and Repurchase Agreements 35% for any one Federal Agency or Federal Instrumentalities. 50% for any one repurchase agreement counter-party name if the maturity/term is less than or equal to 7 days. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 22 35% for any one repurchase agreement counter-party name if the maturity/term is greater than 7 days. Issuer/Counter-Party Diversification Guidelines for OCTA’s 91 Express Lanes Debt OCTA can purchase all or a portion of the Orange County Transportation Authority’s Toll Road Revenue Refunding Bonds (91 Express Lanes) Series B Bonds maturing December 15, 2030 providing the purchase does not exceed 25% of the Maximum Portfolio and is authorized by the Internal Revenue Service. The following is a summary of the concentration of credit risk by issuer as a percentage of the fair value of the 91 Express Lanes Fund’s portfolio at June 30, 2014: Issuer Amount % of 91 Express Lanes Portfolio Bank of the West (Certificates of Deposit) $ 13,000,000 13.38% U.S. Bank (Commercial Paper) $ 10,804,392 11.12% Investment in State Investment Pool OCTA is a voluntary participant in LAIF which is regulated by the California Government Code. The Investment Advisory Board provides oversight for LAIF, consisting of five members as designated by statute, which includes the Treasurer of the State of California. The fair value of OCTA’s investment in this pool is reported in the accompanying financial statements based upon OCTA’s pro-rata share of the fair value provided by LAIF for the entire LAIF portfolio (in relation to the amortized cost of that portfolio). The balance available for withdrawal is based on the accounting records maintained by LAIF, which are recorded on an amortized cost basis. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 23 4. Capital Assets Capital asset activity for the 91 Express Lanes Fund for the year ended June 30, 2014 is as follows: Beginning Balance Increases Decreases Ending Balance Capital assets, not being depreciated: Construction in progress $ - $ 9,614 $ - $ 9,614 Total capital assets, not being depreciated - 9,614 - 9,614 Capital assets, being depreciated: Improvements 3,216,883 - - 3,216,883 Communications equipment 3,021,080 - - 3,021,080 Computer hardware and software 3,332,085 15,985 (9,614) 3,338,456 Transponders 4,395,922 348,855 (436,846) 4,307,931 Equipment, furniture and fixtures 164,272 - - 164,272 Total capital assets, being depreciated 14,130,242 364,840 (446,460) 14,048,622 Less accumulated depreciation for: Improvements (1,362,451) ( 184,082) - (1,546,533) Communications equipment (2,938,659) (82,421) - (3,021,080) Computer hardware and software (2,404,801) (498,421) - (2,903,222) Transponders (3,368,962) (428,359) 436,846 (3,360,475) Equipment, furniture and fixtures (118,789) (13,979) - (132,768) Total accumulated depreciation (10,193,662) (1,207,262) 436,846 (10,964,078) Total capital assets, being depreciated, net $ 3,936,580 $ (842,422) $ (9,614) $ 3,084,544 5. Service Concession Arrangements – Toll Facility Franchise On January 3, 2003, OCTA purchased from the California Private Transportation Company (CPTC) its interest in a Franchise Agreement for a toll facility on a 10-mile segment of the Riverside Freeway/State Route (SR) 91 between the Orange/Riverside County line and the Costa Mesa Freeway/SR-55. The purchase was enabled by State Assembly Bill (AB) 1010 (Correa), passed by the California legislature and signed by the governor in September 2002. The legislation provided the authority for OCTA to collect tolls and pay related financing costs until 2030, and eliminated non-compete provisions in the Franchise Agreement for needed 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 24 improvements on the SR-91. The Franchise Agreement with the State of California’s Department of Transportation (Caltrans) had granted CPTC the right to develop and construct the toll facility and to operate it for 35 years under a lease arrangement. Caltrans retains legal title to the real property components of the toll facility. In September 2008, the Governor of California approved Senate Bill (SB) 1316 (Correa) as an update to the provisions of AB 1010. SB 1316 authorized OCTA to assign its franchise rights, interests and obligations in the Riverside County portion to the Riverside County Transportation Commission (RCTC), thereby allowing RCTC to add two toll lanes and a regular lane in each direction on the SR-91 from the Orange County line to Interstate 15. In addition, the bill authorized the terms of the franchise to expire no later than December 31, 2065. SB 1316 also required OCTA and RCTC to enter into an agreement providing for the coordination of their respective tolling facilities if RCTC was to construct and operate the toll facilities on the Riverside County portion of the SR-91 franchise. In December 2011, the Board approved the assignment of OCTA’s franchise rights, interests and obligations in the Riverside County portion of the SR-91 franchise to RCTC. The Board also approved the extension of the expiration date to 2065 and a cooperative agreement between OCTA and RCTC that details the joint operation for the 91 Express Lanes extension. Intangible asset activity for the year ended June 30, 2014 was as follows: Beginning Balance Increases Decreases Ending Balance Toll facility franchise $ 205,263,668 $ - $ - $ 205,263,668 Less accumulated amortization (69,462,301) (2,586,692) - (72,048,993) Total toll facility franchise, net $ 135,801,367 $ (2,586,692) $ - $ 133,214,675 6. Bonds Payable Taxable Senior Secured Bonds On January 3, 2003, as part of the purchase agreement, the 91 Express Lanes Fund assumed $135,000,000 of taxable 7.63% Senior Secured Bonds. On November 12, 2003, the taxable bonds were refunded as noted below. As required by the tax-exempt bond indenture, OCTA paid a $26,428,197 Yield Maintenance Premium in connection with the defeasance of the Senior Secured Bonds, which is deferred and amortized over the life of the Series 2003 tax-exempt bonds on the straight line basis. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 25 Toll Road Revenue Refunding Bonds On November 12, 2003, OCTA issued $195,265,000 in Toll Road Revenue Refunding Bonds (91 Express Lanes) Series 2003-A, Series 2003-B-1 and Series 2003-B-2 to refund the $135,000,000 taxable 7.63% Senior Secured Bonds and to reimburse OCTA for a portion of its payment of the costs of acquiring the Toll Road and certain other property and interests associated with the Toll Road. The $95,265,000 Series 2003-A Bonds were issued as fixed rate bonds. The $75,000,000 Series 2003-B-1 Bonds and the $25,000,000 Series 2003-B-2 Bonds (collectively the “Series 2003-B Bonds”) were issued as adjustable rate bonds. On November 24, 2008, OCTA remarketed the $100,000,000 Series 2003-B Bonds, which were purchased by the Orange County Investment Pool (OCIP). In connection with the mandatory tender of the Series 2003-B Bonds required by the Indenture, the interest rate was converted to a Long Term Interest Rate equal to the OCIP Rate. On December 20, 2010, OCTA entered into a new transaction with OCIP for the Series 2003-B Bonds at a 1.55% rate. The Series 2003-B Bonds had a mandatory tender date of August 15, 2013. On July 30, 2013, OCTA issued $124,415,000 in Senior Lien Toll Road Revenue Refunding Bonds (91 Express Lanes) Series 2013 to refund the outstanding Toll Road Revenue Refunding Bonds (91 Express Lanes) Series 2003-A, Series 2003-B-1 and Series 2003-B-2. OCTA refunded the outstanding Series 2003-A bonds to reduce its total debt service payments over the life of the bonds and refunded the Series 2003-B-1 and Series 2003-B-2 bonds to address the mandatory tender date of August 15, 2013 for the existing private placement with the OCIP. The refunding resulted in a difference between the reacquisition price and the net carrying amount of the old debt of $4,366,861. The transaction resulted in a reduction of debt service payments of $26,916,929 over the next 18 fiscal years and an economic gain (difference between the present values of the debt service payments of the original 2003 and 2013 debt) of $19,271,945. The Series 2013 Bonds were issued as fixed rate bonds. The transaction closed on August 8, 2013. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 26 A summary of the terms of the Toll Road Revenue Refunding Bonds is as follows: Issuance date 07/30/2013 Closing date 08/08/2013 Original issue amount $124,415,000 Cash reserve requirements $23,805,293* Cash reserve balance $23,813,056 Interest rate 2%-5% Maturity December 2030 Principal payment date August 15 Balance as of 06/30/14 $124,415,000 Unamortized premium $10,598,131 Deferred amount on refunding ($11,019,870) *Pursuant to the 2013 Toll Road Revenue Refunding Bonds Master Indenture of Trust, three reserve funds are maintained with required balances as follows: Senior Lien Reserve Fund $10,805,293; Major Maintenance Reserve Fund $10,000,000; and Operating Reserve Fund $3,000,000. At June 30, 2014, all reserve requirements have been satisfied. Annual debt service requirements on the tax-exempt bonds as of June 30, 2014, are as follows: Year ending June 30 Principal Interest Total 2015 $ 4,925,000 $ 5,871,475 $ 10,796,475 2016 5,075,000 5,720,725 10,795,725 2017 5,285,000 5,513,525 10,798,525 2018 5,525,000 5,269,700 10,794,700 2019 5,810,000 4,986,325 10,796,325 2020-2024 33,835,000 20,144,750 53,979,750 2025-2029 43,445,000 10,543,250 53,988,250 2030-2031 20,515,000 1,075,638 21,590,638 Total $124,415,000 $59,125,388 $183,540,388 Changes in Long-Term Liabilities Long-term liabilities activity for the year ended June 30, 2014, was as follows: Beginning Balance Additions Reductions Ending Balance Due within One Year Tax-exempt bonds $155,460,000 $124,415,000 $155,460,000 $124,415,000 $4,925,000 Unamortized premium 4,398,429 11,161,576 4,961,874 10,598,131 - Total long-term liabilities $159,858,429 $135,576,576 $160,421,874 $135,013,131 $4,925,000 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 27 Pledged Revenue The 91 Express Lanes debt issuance outstanding is repaid and secured by the pledging of certain revenues, as defined in the debt agreement. The amount and term of the remainder of this commitment is indicated in the debt service to maturity table. The purpose for which the proceeds of the debt issuance were utilized is disclosed in the debt description. Pursuant to the 2013 Toll Road Revenue Refunding Bonds Master Indenture of Trust, the 91 Express Lanes Fund will covenant to fix and prescribe toll rates for each type of vehicle and each time of day sufficient to produce adjusted net toll revenues for each fiscal year at least equal to 1.3 times annual debt service on Senior Lien Bonds and Parity Obligations and at least equal to 1.0 times annual debt service on all bonds. Adjusted net toll revenues includes tolls and investment earnings on specified reserve accounts minus operating expenses, excluding depreciation and interest expense. Pledged revenue for the year ended June 30, 2014, was as follows: Description of Pledged Revenue Annual Amount of Net Pledged Revenue Annual Debt Service Payments Pledged Revenue Coverage Required Debt Coverage 91 Express Lanes Net Toll Road Revenue $28,700,881 $10,742,132 2.67 1.30 7. Commitments and Contingencies Operator Agreement In connection with the purchase of the toll facility interest, OCTA entered into an operating agreement with Cofiroute Global Mobility, subsequently Cofiroute USA, LLC (Cofiroute), to provide operating services in the annual amount of $4,994,000 plus inflation for three initial years with two one-year extension options, subject to Board of Directors approval. The agreement was in effect from January 3, 2003 through January 2, 2006. On January 6, 2006, OCTA entered into a second operating agreement with Cofiroute, effective January 3, 2006 through January 2, 2011. The annual amount of the base contract is $5,448,768 plus inflation adjustments after the first year. The agreement carried two two-year extension options through January 2, 2015. On June 27, 2011, the OCTA Board of Directors approved a subsequent amendment to the operating agreement with Cofiroute, which authorizes the addition of two five-year extension options beginning July 1, 2011 through June 30, 2016 for the first extension term and beginning July 1, 2016 through June 30, 2021 as the second extension term. Cofiroute is responsible for the day-to-day operations of the toll facility. 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 28 On May 24, 2013 OCTA completed a third-party agreement with Riverside County Transportation Commission (RCTC) and Cofiroute USA for operations of the 91 Express Lanes. This will help ensure streamlined consistent inter-county travel for motorists on the original ten- mile span of the 91 Express Lanes and the new eight miles that will extend into Riverside County. Purchase Commitments The 91 Express Lanes has various outstanding contracts. Total purchase commitments at June 30, 2014 were $56,319,660, the most significant is with Cofiroute as previously noted. Lease Commitments The 91 Express Lanes Fund is committed under two non-cancelable leases for office space. These leases are considered for accounting purposes to be operating leases. Lease expenses for the year ended June 30, 2014 were $ 295,769. Future minimum payments for these leases approximate the following: For the year ending June 30: 2015 $ 316,198 2016 323,987 2017 332,033 2018 82,280 2019 20,731 Total $ 1,075,229 8. Effect of New Pronouncements: GASB Statement No. 68 In June 2012, GASB issued Statement No. 68, Accounting and Financial Reporting for Pensions – an amendment of GASB Statement No. 27. The primary objective of this statement is to improve accounting and financial reporting by state and local governments for pensions. It also improves information provided by state and local governmental employers about financial support for pensions that is provided by other entities. This statement is effective for OCTA’s fiscal year ending June 30, 2015. GASB Statement No. 69 In January 2013, GASB issued Statement No. 69, Government Combinations and Disposals of Government Operations. This statement establishes accounting and financial reporting standards related to government combinations and disposals of government operations. As used in this statement, the term government combinations includes a variety of transactions 91 Express Lanes Fund Notes to the Financial Statements For the Fiscal Year Ended June 30, 2014 29 referred to as mergers, acquisitions, and transfers of operations. This statement is effective for OCTA’s fiscal year ending June 30, 2015. GASB Statement No. 71 In November 2013, GASB issued Statement No. 71, Pension Transition for Contributions Made Subsequent to the Measurement Date—an amendment of GASB Statement No. 68. This statement amends paragraph 137 of Statement No. 68 to require that, at transition, a government recognize a beginning deferred outflow of resources for its pension contributions, if any, made subsequent to the measurement date of the beginning net pension liability. Statement No. 68, as amended, continues to require that beginning balances for other deferred outflows of resources and deferred inflows of resources related to pensions be reported at transition only if it is practical to determine all such amounts. This statement is effective for OCTA’s fiscal year ending June 30, 2015. ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes 2014 Customer Satisfaction Survey Results Staff Report Orange County Transportation Authority 550 South Main Street / P.O. Box 14184 / Orange / California 92863-1584 / (714) 560-OCTA (6282) December 5, 2014 To: State Route 91 Advisory Committee From: Darrell Johnson, Chief Executive Officer Subject: 91 Express Lanes 2014 Customer Satisfaction Survey Results Overview The Orange County Transportation Authority periodically conducts surveys of 91 Express Lanes toll road users to provide an understanding of customers’ satisfaction, priorities, concerns, and experiences as they pertain to the Orange County Transportation Authority and the 91 Express Lanes. This report summarizes the results of the 91 Express Lanes 2014 Customer Satisfaction Survey. Recommendations Receive and file as an information item. Background The 91 Express Lanes 2014 Customer Satisfaction Survey was conducted by True North Research of Encinitas, California. This project supports the Orange County Transportation Authority (OCTA) Strategic Plan goal to enhance customer satisfaction by understanding, connecting with, and serving our diverse communities and partners. The previous survey was conducted in 2011. Discussion A total of 1,349 randomly selected 91 Express Lanes customers participated in the survey between August 19 and September 20, 2014. The sample was stratified by relevant customer characteristics, including frequency of using the 91 Express Lanes, location of residence, and availability of contact information to ensure proper representation of customer subgroups. To encourage and maximize participation, a mixed-method strategy was employed whereby customers were recruited by email and/or mailed invitation letters to participate 91 Express Lanes 2014 Customer Satisfaction Survey Results Page 2 in the survey through a secure, password-protected website hosted by True North Research. Broadly defined, the 2014 study was designed to: • Profile customers’ travel behavior on the 91 Express Lanes, including frequency and time of use, trip purposes, as well as origin and destination. • Identify the relative importance customers place on specific performance aspects/standards when traveling on the 91 Express Lanes. • Measure customers’ overall satisfaction with their 91 Express Lanes experiences, and how they feel the lanes are meeting specific performance standards. • Measure customers’ perceptions of OCTA’s management of the 91 Express Lanes. • Identify customers’ current exposure to OCTA’s communications, as well as their preferences with respect to future communications efforts. The 91 Express Lanes 2014 Customer Satisfaction Survey is included as Attachment A, with the full report available at www.octa.net/91survey. Key findings include: Use of Lanes Likely reflecting the improving economic climate during the past three years, use of the 91 Express Lanes has changed in reported frequency and purpose. • When compared to the number of weekly one-way trips reported in 2011 as the region was just beginning to come out of the recession (2.71), the average number of trips reported on the 91 Express Lanes in 2014 increased significantly to 3.9 trips per week. • Associated with the increase in frequency is a substantial (and statistically significant) increase in the percentage of customers who are using the 91 Express Lanes for commuting to/from work. Whereas in 2011, less than half (46 percent) reported using the lanes for their work commute, the corresponding figure in 2014 was 60 percent. 91 Express Lanes 2014 Customer Satisfaction Survey Results Page 3 • Reported use of other toll roads by 91 Express Lanes customers was also higher in 2014 (49 percent) when compared to 2011 (42 percent). • Approximately three out of every four work-related trips (74 percent) begin in Riverside County, and more than half of all work-related trips (54 percent) are destined for Orange County. • Although work-related trips are the most common type, approximately two-thirds of customers also indicated that they use the 91 Express Lanes when visiting friends or family, and for shopping and/or recreation trips. Performance Standards • Of 13 specific performance standards rated, customers ranked saving time, faster way to travel, accurate billing statements, and a road that is well-maintained as the most important standards. • From an overall performance rating perspective, 91 percent of customers indicated that they were satisfied with their experiences when using the 91 Express Lanes, with nearly half (45 percent) stating that they were very satisfied. • Satisfaction was also widespread among customers, exceeding 84 percent in every identified subgroup regardless of frequency of use, trip purposes, length of time being a customer, county of residence, or a variety of demographic characteristics. • Moreover, the 91 Express Lanes continue to perform exceptionally well on the aspects that matter most to customers: saving time, being a fast way to travel, accurate billing statements, and having a well-maintained road. • The top areas for improvement are: improving the relationship between the perceived convenience and cost of the lanes (i.e., overall value), improving the reliability of travel times when using the lanes, completing the extension of the 91 Express Lanes to Interstate 15 (I-15), and building a direct connection between the 91 Express Lanes and the State Route 241 (SR-241) toll road. • Special attention should be paid to high-frequency users to improve the perceived value of using the 91 Express Lanes since their overall satisfaction, while still satisfied, is generally lower than other customers. 91 Express Lanes 2014 Customer Satisfaction Survey Results Page 4 • Customers who agreed that OCTA does a good job communicating with them about the lanes outnumbered those who disagreed by nearly nine to one (9:1), and those who felt that OCTA is financially responsible outnumbered those who did not by approximately eight to one (8:1). Communications • Since 2007, there has been a pronounced shift in customers’ preferences away from direct mail in favor of email as a way for OCTA to communicate with them about the 91 Express Lanes. Whereas 44 percent of customers in 2007 preferred email, a preference for email communications in the current study was found among 82 percent of customers. • With respect to their billing statement, 47 percent indicated they would prefer to receive their statement via email, 44 percent preferred mail, 4 percent preferred to be able to check their statement online, whereas 4 percent were unsure or unwilling to answer the question. Recommendations Customers expressed high levels of satisfaction regarding the 91 Express Lanes and have a favorable opinion of the performance in most respects. With 91 percent of customers indicating that they were satisfied with the lanes overall, the top priority should be to stay the course and continue the quality of service currently provided. In terms of tolling practices, capital improvements, and related policies, customers place high value on a faster way to travel and having reliable travel times on the 91 Express Lanes, which translates into clear support for OCTA setting tolls high enough to ensure free-flow traffic conditions. For these same reasons, customers were also supportive of completion of the State Route 91 (SR-91) to I-15 extension (82 percent expect to use when complete) and the SR-91 to SR-241 toll road connection (57 percent support, 7 percent oppose, 35 percent no opinion). A large percentage of customers anticipate using these improved facilities and recognize the improvements these projects will convey with respect to convenience, travel times, and reliability of travel times. It should also be noted that customers were of mixed opinions regarding other capital improvements being considered by OCTA. Although 48 percent of customers supported creating more points in Orange County at which they can get in or out of the 91 Express Lanes, a sizeable percentage (38 percent) 91 Express Lanes 2014 Customer Satisfaction Survey Results Page 5 opposed creating more access points, citing concerns about safety and increased traffic congestion. Looking forward, the top opportunities OCTA has to increase satisfaction among 91 Express Lanes customers are: improving the relationship between the perceived convenience and cost (i.e., overall value), improving the reliability of travel times when using the facility, completing the extension of the 91 Express Lanes to I-15, and building a direct connection between the 91 Express Lanes and the SR-241 toll road. Finally, one of the clear findings of the 2014 study was that the more frequently a customer uses the 91 Express Lanes (and the higher their monthly statement) the less likely they were to be very satisfied with their experiences using the lanes. For example, 57 percent of customers who reported taking no midweek, rush hour trips on the lanes indicated that they were very satisfied with their experiences in general, whereas the corresponding figure among customers who reported making six or more trips per week during rush hour periods was 27 percent. These findings indicate that OCTA should continue exploring strategies for addressing the needs and perceptions of high-frequency customers. Graduated toll structures, earning ‘reward points’ for trips made past a certain threshold each month, and other incentive-based programs would likely help improve the perceived value that high-frequency users find in the 91 Express Lanes. Such targeted programs could potentially have the added benefit of spurring additional trips. Summary OCTA has completed the 91 Express Lanes 2014 Customer Satisfaction Survey. The survey plays a role in helping OCTA better understand customer perception and attitudes, satisfaction levels, as well as travel behaviors and needs. Generally, satisfaction was widespread among customers, exceeding 84 percent in every identified subgroup. The full 91 Express Lane 2014 Customer Satisfaction Survey Final Report is available on OCTA’s website at www.octa.net/91survey. 91 Express Lanes 2014 Customer Satisfaction Survey Results Page 6 Attachment A. Customer Satisfaction Survey for 91 Express Lanes Prepared by: Approved by: Stella Lin Alice T. Rogan Manager, Marketing and Customer Engagement 714-560-5342 Section Manager, Strategic Communications 714-560-5923 ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes 2014 Customer Satisfaction Survey Results Attachment CUSTOMER SATISFACTION SURVEY FOR 91 EXPRESS LANES REPORT PREPARED FOR THE ORANGE COUNTY TRANSPORTATION AUTHORTIY RU E N O R T H 741 GARDEN VIEW COURT, SUITE 208 ENCINITAS CA 92024 lr\R E S E A RCH 760.632.9900 WWW.TN-RESEARCH.COM THIS PAGE INTENTIONALLY LEFT BLANK Tab l e o f C o n t e n t s True North Research, Inc. © 2014 iOCTA. . . . . . . . . . . . . . . . T A B L E O F C O N T E N T S Table of Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .i List of Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iii List of Figures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iv Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Purpose of Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Overview of Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Organization of Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Statistical Significance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About True North. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Just the Facts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 FasTrak Decisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Use of 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Opinion of 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Performance Needs and Priorities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Improvements to 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 OCTA and Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Background & Demographics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Conclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 FasTrak Decisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Number of Transponders in the Household . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Question 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Method of Acquisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Question 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Who Pays your Toll Charges? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Question 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Use of 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Monthly Frequency of Using the 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Question 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Do You Use Other Toll Roads in Southern California? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Question 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Question 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Weekly Travel on 91 Freeway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Question 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Weekly Travel on 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Question 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Weekday Travel on 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Question 10. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Rush Hour Travel on 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Question 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Trip Purpose on 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Question 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Origin and Destination for Typical Trip on 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . 31 Question 13. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 14. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 17. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Question 18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Opinions of 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Tab l e o f C o n t e n t s True North Research, Inc. © 2014 iiOCTA. . . . . . . . . . . . . . . . Question 19. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Reasons for Overall Satisfaction/Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Question 20. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Specific Service Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Question 21. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Question 22. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Performance Needs & Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Perceived Time-Savings when using 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Question 23. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Question 24. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Improvements to 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Additional Access Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Question 25. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Question 26. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Extension of 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Question 27. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Question 28. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Support for 91 Express Lanes - 241 Direct Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Question 29. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Toll Charge Strategy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1 Question 30. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Impact of Toll Charge on Travel Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Question 31. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Time-of-Day vs. Dynamic Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Question 32. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 OCTA and Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Were You Aware that OCTA Manages the 91 Express Lanes?. . . . . . . . . . . . . . . . . . . . . . . 57 Question 33. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Opinions of OCTA’s Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Question 34. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Preferred Method of Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Question 35. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Question 36. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Monthly Toll Charges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Question 37. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 How do you Learn about Toll Charge Changes? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Question 38. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Background & Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Questionnaire Development. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Programming & Pre-Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Sample. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Margin of Error due to Sampling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Data Collection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Data Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Rounding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Questionnaire & Toplines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 List o f T a b l e s True North Research, Inc. © 2014 iiiOCTA. . . . . . . . . . . . . . . . L I S T O F T A B L E S Table 1 Demographics of Customers Overall & High Frequency Users . . . . . . . . . . . . . . . . . 7 Table 2 Reasons for Satisfaction & Dissatisfaction by Study Year. . . . . . . . . . . . . . . . . . . . 36 Table 3 Importance of 91 Express Lanes Aspects by Study Year. . . . . . . . . . . . . . . . . . . . . 38 Table 4 Agreement With 91 Express Lanes Aspects by Study Year . . . . . . . . . . . . . . . . . . 39 Table 5 Needs & Priority Matrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Table 6 Preference For Receiving 91 Express Lane Information by Study Year . . . . . . . . . . 60 Table 7 Preference For Receiving 91 Express Lane Information by Age & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Table 8 Demographics of Sample by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 List o f F i g u r e s True North Research, Inc. © 2014 ivOCTA. . . . . . . . . . . . . . . . L I S T O F F I G U R E S Figure 1 Number of FasTrak Transponders in Household . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Figure 2 Number of FasTrak Transponders in Household by Study Year . . . . . . . . . . . . . . . 13 Figure 3 Method of Acquiring FasTrak Transponders by Study Year . . . . . . . . . . . . . . . . . . 14 Figure 4 Method of Acquiring FasTrak Transponders by Years Using 91 Express Lanes. . . . 15 Figure 5 Who Pays Toll Charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Figure 6 Who Pays Toll Charges by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Figure 7 Days per Month Using 91 Express Lanes by Study Year. . . . . . . . . . . . . . . . . . . . . 17 Figure 8 Average Days per Month Using 91 Express Lanes by Study Year, Age, Gender & Employed Full Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Figure 9 Average Days per Month Using 91 Express Lanes by Household Income & Education Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Figure 10 Average Days per Month Using 91 Express Lanes by Ethnicity & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Figure 11 Use Other Toll Roads in Southern California by Study Year . . . . . . . . . . . . . . . . . . 19 Figure 12 Use Other Toll Roads in Southern California by Years Using 91 Express Lanes, Employed Full Time & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Figure 13 Other Southern California Toll Roads Use by Study Year . . . . . . . . . . . . . . . . . . . . 20 Figure 14 Number of One-Way Trips per Week Taken on 91 Freeway by Study Year . . . . . . . 21 Figure 15 Average Number of One-Way Trips per Week Taken on 91 Freeway by Study Year & Age . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Figure 16 Average Number of One-Way Trips per Week Taken on 91 Freeway by Gender, Employed Full Time & Household Income. . . . . . . . . . . . . . . . . . . . . . . . . 22 Figure 17 Average Number of One-Way Trips per Week Taken on 91 Freeway by Education Level, Ethnicity & County of Residence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 18 Number of One-Way Trips per Week Taken on 91 Express Lanes by Study Year. . . 23 Figure 19 Average Number of One-Way Trips per Week Taken on 91 Express Lanes by Study Year & Age . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 20 Average Number of One-Way Trips per Week Taken on 91 Express Lanes by Gender, Employed Full Time & Household Income . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 21 Average Number of One-Way Trips per Week Taken on 91 Freeway by Education Level, Ethnicity & County of Residence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 22 Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 23 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri by Study Year, Age, Gender & Employed Full Time. . . . . . . . . . . . . . . . . . . . 26 Figure 24 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri by Household Income & Education Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Figure 25 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri by Ethnicity & County of Residence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 26 Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri Rush Hour by Study Year. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 27 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri Rush Hour by Study Year, Age, Gender & Employed Full Time . . . . . . . . . . . 28 Figure 28 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri Rush Hour by Household Income & Education Level. . . . . . . . . . . . . . . . . . . 28 Figure 29 Average Number of One-Way Trips per Week Taken on 91 Express Lanes, Mon to Fri Rush Hour by Ethnicity & County of Residence. . . . . . . . . . . . . . . . . . . . . . . 29 Figure 30 Express Lanes Usage by Study Year. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Figure 31 Express Lanes Usage by Age & Gender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Figure 32 Express Lanes Usage by County of Residence & Years Using 91 Express Lanes . . . 30 Figure 33 Origin County & Destination County of Work Commute and Non-Work Trips by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 List o f F i g u r e s True North Research, Inc. © 2014 vOCTA. . . . . . . . . . . . . . . . Figure 34 Overall Satisfaction with 91 Express Lanes by Study Year . . . . . . . . . . . . . . . . . . . 33 Figure 35 Overall Satisfaction with 91 Express lanes by Years Using 91 Express Lanes & Days per Month Using 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Figure 36 Overall Satisfaction with 91 Express Lanes by Trips on 91 Express Lanes, Mon to Fri, Trips on 91 Express Lanes, Mon to Fri Rush Hour and Gender. . . . . . . . . . . 34 Figure 37 Overall Satisfaction with 91 Express Lanes by Age & County of Residence. . . . . . . 35 Figure 38 Reasons for Satisfaction & Dissatisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Figure 39 Importance of 91 Express Lanes Aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Figure 40 Agreement With 91 Express Lanes Aspects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Figure 41 Customer Service Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Figure 42 Time Saved in a Typical One-Way Trip During Morning Rush Hour by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Figure 43 Average Time Save in a Typical One-Way Trip During Morning Rush Hour by Study Year, Satisfaction With 91 Express Lanes & County of Residence . . . . . . . . . 43 Figure 44 Time Save on Typical One Way During Afternoon Rush Hour by Study Year. . . . . . 44 Figure 45 Average Time Save on Typical One-Way During Afternoon Rush Hour by Study Year, Satisfaction With 91 Express Lanes & County of Residence. . . . . . . . . . . . . . 44 Figure 46 Support for Creating Points In and Out of 91 Express Lanes . . . . . . . . . . . . . . . . . 45 Figure 47 Support for Creating Points In and Out of 91 Express Lanes by Days per Month Using 91 Express Lanes, Years Using 91 Express Lanes & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Figure 48 Reasons for Support, Oppose Creating More Access Point for 91 Express Lanes . . 46 Figure 49 Would Use New Section of 91 Express Lanes by Study Year . . . . . . . . . . . . . . . . . 47 Figure 50 Would Use New Section of 91 Express Lanes by Days per Month Using 91 Express Lanes & Trips on 91 Express Lanes, Mon to Fri Rush Hour . . . . . . . . . . . . 47 Figure 51 Would Use New Section of 91 Express Lanes by 91 Express Lanes Use, Satisfaction With 91 Express Lanes & County of Residence . . . . . . . . . . . . . . . . . . 48 Figure 52 Use of New Section of 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Figure 53 Use of New Section of 91 Express Lanes by Days per Month Using 91 Express Lanes & Trips on 91 Express Lanes, Mon to Fri Rush Hour . . . . . . . . . . . . . . . . . . 49 Figure 54 Use of New Section of 91 Express Lanes by 91 Express Lanes Use, Satisfaction With 91 Express Lanes & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Figure 55 Support of Connection to 241 Toll Road by Study Year. . . . . . . . . . . . . . . . . . . . . 50 Figure 56 Support of Connection to 241 Toll Road by Years Using 91 Express Lanes & Days per Month Using 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Figure 57 Support of Connection to 241 Toll Road by Satisfaction With 91 Express lanes, Employed Full Time & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Figure 58 Opinion of Variable Toll by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Figure 59 Opinion of Variable Toll by Years Using 91 Express Lanes & Days per Month Using 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Figure 60 Opinion of Variable Toll by Trips on 91 Express Lanes, Mon to Fri Rush Hour, Satisfaction With 91 Express Lanes & County of Residence . . . . . . . . . . . . . . . . . . 53 Figure 61 Willing to Avoid Rush Hour to Pay Lower Toll by Study Year . . . . . . . . . . . . . . . . . 53 Figure 62 Willing to Avoid Rush Hour to Pay Lower Toll by Years using 91 Express Lanes & Trips on 91 Express Lanes, Mon to Fri Rush Hour . . . . . . . . . . . . . . . . . . . . . . . 54 Figure 63 Willing to Avoid Rush Hour to Pay Lower Toll by Satisfaction With 91 Express Lanes & County of Residence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Figure 64 Opinion of Preference For Toll Charges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Figure 65 Opinion of Preference For Toll Changes by Years Using 91 Express Lanes, Trips on 91 Express Lanes, Mon to Fri Rush Hour & Satisfaction With 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Figure 66 Opinion of Preference For Toll Changes by County of Residence & Household Income. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 List o f F i g u r e s True North Research, Inc. © 2014 viOCTA. . . . . . . . . . . . . . . . Figure 67 Aware of OCTA Owns & Manages 91 Express Lanes by Study Year . . . . . . . . . . . . 57 Figure 68 Aware of OCTA Owns & Manages 91 Express Lanes by Years Using 91 Express Lanes & Days Per Month Using 91 Express Lanes . . . . . . . . . . . . . . . . . . . . . . . . . 58 Figure 69 Aware of OCTA Owns & Manages 91 Express Lanes by Satisfaction With 91 Express Lanes, Age & Gender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Figure 70 Agreement With Statements About OCTA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Figure 71 Preference For Receiving 91 Express Lane Information . . . . . . . . . . . . . . . . . . . . . 60 Figure 72 Billing Statement Preference by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Figure 73 Billing Statement Preference by Age & County of Residence . . . . . . . . . . . . . . . . . 62 Figure 74 Average Dollar Spent Per Month on 91 Express Lanes. . . . . . . . . . . . . . . . . . . . . . 62 Figure 75 Average Dollar Spent Per Month on 91 Express Lanes by Study Year, Satisfaction With 91 Express Lanes & Years Using 91 Express . . . . . . . . . . . . . . . 63 Figure 76 Average Dollar Spent Per Month on 91 Express Lanes by Household Income & County of Residence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Figure 77 Source for Learning About Changes to 91 Express Lanes Toll Changes by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Figure 78 Source for Learning About Changes to 91 Express Lanes Toll Changes by Years Using 91 Express Lanes & Days Per Month Using 91 Express Lanes. . . . . . . . . . . . 65 Figure 79 Source for Learning About Changes to 91 Express Lanes Toll Changes by Age & County of Residence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Figure 80 Maximum Margin of Error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Intro d u c t i o n True North Research, Inc. © 2014 1OCTA. . . . . . . . . . . . . . . . I N T R O D U C T I O N The Orange County Transportation Authority (OCTA) is the county transportation commission responsible for planning, funding and delivering transportation improvements in Orange County—including freeway, street, and transit systems. In 2003, OCTA purchased the 91 Express Lanes (Lanes) from the California Private Transportation Company (CPTC), with the pur- pose being to expedite general purpose and capacity improvements to State Route 91 (SR-91) that otherwise would be delayed due to a noncompete provision that existed in the franchise agreement between CPTC and Caltrans. Since 2003, OCTA has been responsible for managing the 91 Express Lanes and related facilities, as well as setting all policy, pricing, and performance standards for the toll road. PURPOSE OF STUDY The overarching purpose of the survey presented in this report was to provide OCTA with a statistically reliable understanding of 91 Express Lanes customers’ satis- faction, priorities, concerns and experiences as the pertain to OCTA and the 91 Express Lanes. Like similar customer surveys conducted on a periodic basis since 1998, the current survey pro- vides the OCTA Board and staff with information that can be used to make sound, strategic deci- sions in a variety of areas, including planning, service delivery and enhancements, setting toll charges, and identifying effective marketing strategies. To assist in this effort, OCTA selected True North Research to design the research plan and con- duct the study. Broadly defined, the study was designed to: • Profile customers’ travel behavior on the 91 Express Lanes, including frequency and time of use, trip purposes, as well as origin and destination. • Identify the relative importance that customers place on specific performance aspects/stan- dards when traveling on the 91 Express Lanes. • Measure customers’ overall satisfaction with their 91 Express Lanes experiences, as well as how well they feel the 91 Express Lanes is meeting specific performance standards. • Measure customers’ perceptions of OCTA’s management of the 91 Express Lanes. • Identify customers’ current exposure to OCTA’s communications, as well as their prefer- ences with respect to future communications efforts. OVERVIEW OF METHODOLOGY A full description of the methodology used for this study is included later in this report (see Methodology on page 67). In brief, a total of 1,349 ran- domly selected 91 Express Lanes customers1 participated in the survey between August 19 and September 20, 2014. The sample was stratified by relevant customer characteristics including frequency of using the Lanes, location of residence, and availability of contact information to ensure proper representation of customer subgroups. To encourage and maximize participation, a mixed-method recruiting strategy was employed whereby customers were recruited by email and/or mailed invitation letters to participate in the survey through a secure, password-pro- tected website hosted by True North.2 1. Customers were required to have used the 91 Express Lanes at least 12 times (once per month average) dur- ing the past year to qualify for inclusion in the study. 2. Recent rule changes pertaining to the use of telephone information for toll customers prohibited the use of telephone calls for recruiting or interviewing purposes. Intro d u c t i o n True North Research, Inc. © 2014 2OCTA. . . . . . . . . . . . . . . . ORGANIZATION OF REPORT This report is designed to meet the needs of readers who prefer a summary of the findings as well as those who are interested in the details of the results. For those who seek an overview of the findings, the sections titled Just the Facts and Conclusions are for you. They provide a summary of the most important factual findings of the survey in bul- let-point format and a discussion of their implications. For the interested reader, this section is followed by a more detailed question-by-question discussion of the results from the survey by topic area (see Table of Contents), as well as a description of the methodology employed for col- lecting and analyzing the data (see Methodology on page 67). And, for the truly ambitious reader, the questionnaire used for the interviews is contained at the back of this report (see Questionnaire & Toplines on page 70), and a complete set of crosstabulations for the survey results is contained in Appendix A, which is bound separately. STATISTICAL SIGNIFICANCE Many of the figures and tables in this report present the results of questions asked in 2014 alongside the results found in the prior 2011 survey for iden- tical questions. In such cases, True North conducted the appropriate tests of statistical signifi- cance to identify changes that likely reflect actual changes in customer opinion during this period—as opposed to being due to chance associated with selecting two samples independently and at random. Differences between the two studies are identified as statistically significant if we can be 95% confident that the differences reflect an actual change in public opinion between the two studies. Statistically significant differences within response categories over time are denoted by the † symbol which appears in the figure next to the appropriate response value for 2011.3 ACKNOWLEDGEMENTS True North thanks Stella Lin, Ellen Burton, and the entire Execu- tive Committee at OCTA for contributing valuable input during the design stage of this study. Their collective experience, insight, and local knowledge improved the overall quality of the research presented here. DISCLAIMER The statements and conclusions in this report are those of the authors (Dr. Timothy McLarney and Richard Sarles) at True North Research, Inc. and not necessarily those of OCTA. Any errors and omissions are the responsibility of the authors. ABOUT TRUE NORTH True North is a full-service survey research firm that is dedicated to providing public agencies with a clear understanding of the values, perceptions, priorities and concerns of their residents and customers. Through designing and implementing scientific sur- veys, focus groups and one-on-one interviews, as well as expert interpretation of the findings, True North helps its clients to move with confidence when making strategic decisions in a variety of areas—such as planning, policy evaluation, performance management, organizational devel- opment, establishing fiscal priorities, and developing effective public information campaigns. During their careers, Dr. McLarney (President) and Mr. Sarles (Principal Researcher) have designed and conducted over 800 survey research studies for public agencies, including more 3. It is also important to note that there was a change in the survey methodology between the 2011 and 2014 studies. Whereas in 2011 both online and telephone data collection were employed, recent rule changes pro- hibited the use of telephone calls to recruit and/or interview 91 Express Lanes customers for the 2014 study. This change in methodology can account for some of the differences in survey results when compar- ing the 2011 and 2014 studies, along with changes in customer opinions. Intro d u c t i o n True North Research, Inc. © 2014 3OCTA. . . . . . . . . . . . . . . . than 300 studies for California municipalities, special districts, and transportation planning agencies. Just t h e F a c t s True North Research, Inc. © 2014 4OCTA. . . . . . . . . . . . . . . . J U S T T H E F A C T S The following is an outline of the main factual findings from the 91 Express Lanes customer sat- isfaction survey. For the reader’s convenience, we have organized the findings according to the section titles used in the body of this report. Thus, to learn more about a particular finding, sim- ply turn to the appropriate report section. FASTRAK DECISIONS • The majority of customers (53%) indicated that they have only one transponder in their household, while the remaining customers indicating that they had two (34%), three (8%), or at least four (5%) transponders. • The most commonly reported method of acquiring their transponder was an in-store pur- chase at the Customer Service Center in Corona (37%), followed by telephone (36%), via the Internet (14%), the OCTA store in Orange (5%), or an alternative method (5%). • The vast majority of customers (91%) reported that they personally pay for their toll charges, with an additional 2% indicating that their toll charges are paid by another member of their family. Overall, just 6% of customers indicated that their employer is primarily responsible for paying their toll charges, whereas 1% mentioned an alternative individual or entity. USE OF 91 EXPRESS LANES • Among all customers surveyed, the average number of days reported for using the 91 Express Lanes was 8.86 per month. • Forty-nine percent (49%) of 91 Express Lanes customers reported that they also use at least one other Southern California toll road in a typical month. • Among all customers surveyed, the most commonly used alternative toll road was the 241 (39%), followed by the 261 (21%), 133 (18%), 73 (16%), and the Interstate 15 toll road (9%). • Customers reported an average 6.17 one-way trips per week on the 91 Freeway. • Customers reported an average 3.9 one-way trips per week on the 91 Express Lanes. • Customers reported an average 3.07 midweek (Monday through Friday) one-way trips per week on the 91 Express Lanes. • Customers reported an average 2.6 one-way trips per week on the 91 Express Lanes during rush hour periods. • The most commonly reported purposes for trips made on the 91 Express Lanes were visiting friends and family (mentioned by 67% of all customers) and shopping or recreation trips (63%). More than half (60%) of all customers indicated that they use the 91 Express Lanes for their work commute, whereas just 6% indicated that they use the Lanes for commuting to or from school. • Among work trips that involve the 91 Express Lanes, three-quarters (74%) originate in River- side County, 10% in Orange County, 9% in San Bernardino County, and 3% in Los Angeles County. • More than half (54%) of work trips that involve the 91 Express Lanes are destined for Orange County, 23% for Los Angeles County, 6% for Riverside County, 3% for San Bernardino County, and 5% for an ‘other’ county. Just t h e F a c t s True North Research, Inc. © 2014 5OCTA. . . . . . . . . . . . . . . . • The pattern is more diverse for non-work trips. Although Riverside County is still the domi- nant county of origin (49%), the percentage of non-work trips that originate in Orange County (26%) and Los Angeles County (15%) is higher, whereas San Bernardino County repre- sents about the same percentage of work and non-work trip originations (7%). • With respect to non-work trip destinations, Orange County is the most popular destination (42%), followed by Riverside County (27%), Los Angeles County (10%), San Bernardino County (6%), and ‘other’ counties (5%). OPINION OF 91 EXPRESS LANES • An overwhelming majority (91%) of customers indicated that they were generally satisfied with their experiences when using the 91 Express Lanes, with just under half (45%) stating that they were very satisfied. A small portion of customers (9%) reported that they were dis- satisfied. • Satisfied customers were most apt to cite time savings or faster travel (26%) as the primary reason they were satisfied with the 91 Express Lanes, followed by the ability to bypass traf- fic (17%) and the ease of use/convenience offered by the Lanes (8%). • Those who were generally dissatisfied with their experiences when using the 91 Express Lanes, on the other hand, were most likely to mention the amount of traffic that exists on the toll road (11%) and the expense of using the Lanes (8%) as the reasons for their position. • When asked to rate 13 specific service standards in terms of their importance, customers rated saving time when they use the Lanes as the most important service standard (96%), followed by that the Lanes is a fast way to travel (93%), that their billing statements are accu- rate (89%), and that the Lanes are well-maintained and in good condition (88%). • At the other end of the spectrum, customers rated as comparatively less important the use of tolls to help improve the 91 Freeway (60%) and the reduction of wear and tear on their vehicle (60%). • When asked to rate how well the 91 Express Lanes are performing in meeting the same 13 service standards, customers expressed the highest levels of agreement that the Lanes allow them to save time (95%), followed by they are treated in a professional manner by 91 Express Lanes customer service (94%), their billing statements are accurate (94%), and the Lanes are a fast way to travel (94%). • Although still very high levels of agreement, fewer customers agreed that the tolls they pay are used to help improve the 91 Freeway (76%), the convenience received from using the 91 Express Lanes is worth the cost (79%), and using the Lanes creates less wear and tear on their vehicle (84%). PERFORMANCE NEEDS AND PRIORITIES • Considering the importance that customers place on specific service standards and their perception of how well the Lanes are meeting these standards, the top priorities for improvement are increasing the perceived use of tolls to improve the 91 Freeway, improving the relationship between the perceived convenience and cost of the Lanes, improving cus- tomers’ understanding that the Lanes creates less wear and tear on their vehicle, and improving the reliability of travel times when using the Lanes. • Among all customers who reported a perceived time savings, the average perceived time savings when using the 91 Express Lanes during morning rush hour was 23.61 minutes. Just t h e F a c t s True North Research, Inc. © 2014 6OCTA. . . . . . . . . . . . . . . . • Among all customers who reported a perceived time savings, the average perceived time savings when using the 91 Express Lanes during the afternoon rush hour was 29.36 min- utes. IMPROVEMENTS TO 91 EXPRESS LANES • Approximately half (48%) of customers supported creating additional entrance/exit points for the Lanes in Orange County, whereas 38% opposed creating more access points and 14% were unsure or preferred not to share their opinion. • Customers who supported creating additional access points for the Lanes in Orange County cited convenience as their primary reasoning (45%), whereas opponents cited concerns about increased traffic congestion (61%) and safety issues (36%) as their main reasons for opposing additional access points. • When the 91 Express Lanes are extended to connect with Interstate 15, 73% of existing cus- tomers anticipate using the extended section of the Lanes in both directions, 6% expect to the use the section only when traveling east, 2% anticipate using the new section only when traveling west, whereas 18% do not expect to use the extension and 1% are unsure. • Overall, 57% of customers indicated that they support the proposed direct connection between the 91 Express Lanes and the 241 toll road, compared to just 7% who opposed the project and 35% who were unsure. • A majority (55%) of 91 Express Lanes customers indicated that they support the policy of setting the toll charge high enough to keep traffic free flowing, whereas 30% opposed this policy and 15% were unsure or unwilling to share their opinion. • If the toll charge were reduced just before and after rush hour periods, nearly half of cus- tomers (47%) stated that they would alter their travel schedule to realize the savings, whereas 37% indicated that they would not alter their travel behavior and 16% were unsure or unwilling to share their opinion. • Customers were rather evenly split between those who preferred remaining with time-of-day pricing for the Lanes (45%) and those who preferred to switch to dynamic pricing (42%). An additional 13% were unsure or unwilling to share their opinion. OCTA AND COMMUNICATION • Eighty-four percent (84%) of customers indicated that they were aware that OCTA is respon- sible for managing the 91 Express Lanes, whereas 15% stated that they did not know the Lanes were managed by OCTA, and 2% were unsure. • More than eight-in-ten customers in 2014 (85%) agreed that OCTA does a good job commu- nicating with me about the 91 Express Lanes through newsletters, billing inserts, emails, signs and other methods. • Although fewer customers agreed that OCTA is financially responsible when managing the 91 Express Lanes (71%), most of the remaining customers simply had no opinion. Just 7% of customers disagreed with the statement. • When asked how they prefer to receive information about the 91 Express Lanes, email was by far the most popular method among existing customers (82%), followed by direct mail (44%). Electronic message signs, website, road signs, and text messages were also men- tioned by 28%, 18%, 14% and 14% of customers, respectively. • Overall, 47% of customers indicated they would prefer to receive their billing statement via email, 44% preferred mail, 4% preferred to be able to check their statement online, whereas 4% were unsure or unwilling to answer the question. Just t h e F a c t s True North Research, Inc. © 2014 7OCTA. . . . . . . . . . . . . . . . • Overall, the average total monthly toll charge reported by 91 Express Lanes customers sur- veyed in the 2014 study was $63.83. • Customers were quite mixed in the ways they generally learn about toll charge changes, with 45% viewing the change on price signs along the 91 Express Lanes, one-quarter (25%) learning via billing statement inserts, 20% from email notifications, 5% via a website, and 1% from ‘other’ sources. BACKGROUND & DEMOGRAPHICS The following table presents the demographic pro- file of 91 Express Lanes customers overall, as well as the profile for high-frequency users (3+ trips per week using the Lanes). TABLE 1 DEMOGRAPHICS OF CUSTOMERS OVERALL & HIGH FREQUENCY USERS All Customers High Freq Users (3+ Weekday Trips Per Week) Total Respondents 1,349 367 QD1 Gender Male 53.3 56.4 Female 43.4 41.3 Prefer not to answer 3.4 2.3 QD2 Age 18 to 24 0.9 1.6 25 to 34 7.3 10.2 35 to 44 16.0 16.7 45 to 54 29.0 31.3 55 to 64 26.1 26.8 65 and older 17.1 10.8 Prefer not to answer 3.7 2.5 QD3 Employment status Employed full time 69.7 82.3 Employed part time 6.6 4.4 Student 1.0 1.3 Homemaker 2.2 0.8 Retired 16.1 8.8 Between jobs 1.4 0.5 Prefer not to answer 3.0 1.9 QD4 Education level Less than high school 1.0 0.8 High school grad 7.6 8.0 Tech / Voc 5.2 4.2 Some college 27.0 27.6 College grad 32.5 33.3 Some grad school 3.5 3.0 Graduate degree 17.4 18.8 Prefer not to answer 5.8 4.2 QD7 Household income Less than $25K 2.0 1.8 $25K to $49K 6.5 3.4 $50K to $74K 12.4 12.3 $75K to $99K 12.0 13.9 $100K to $149K 21.6 24.9 $150K to $199K 10.6 13.1 $200K or more 10.0 8.8 Not sure 1.0 1.6 Prefer not to answer 23.9 20.2 Con c l u s i o n s True North Research, Inc. © 2014 8OCTA. . . . . . . . . . . . . . . . C O N C L U S I O N S As noted in the Introduction, this study was designed to provide OCTA with a statistically reliable understanding of 91 Express Lanes customers’ satisfaction, priorities, concerns and experiences as they pertain to OCTA and the 91 Express Lanes. As such, it can provide the OCTA Board and staff with information that can be used to make sound, strategic decisions in a variety of areas, including planning, service delivery and enhancements, setting toll charges, and identifying effective marketing strategies. Whereas subsequent sections of this report are devoted to con- veying the detailed results of the survey, in this section we attempt to ‘see the forest through the trees’ and note how the collective results of the survey answer some of the key questions that motivated the research. The following conclusions are based on the True North’s interpretations of the results, as well as the firm’s collective experience conducting similar studies for government agencies throughout the State. How are customers using the 91 Express Lanes? The most basic objective of this study was to develop an up-to-date understanding of how 91 Express Lanes customers are using the 91 Express Lanes, including how often they use the Lanes, when they typi- cally use the Lanes, for what purposes they use the Lanes, as well as where they typically originate and end their trips. The average 91 Express Lanes customer makes 6.17 one-way trips per week on the 91 Freeway, 3.9 of which involve using the 91 Express Lanes. Although most of these trips on the 91 Express Lanes occur mid- week (3.07) and during rush hour periods (2.6), it is important to recog- nize that approximately one-third of all trips occur outside of midweek, rush hour periods. Although there is a tendency for some to focus on the 91 Express Lanes as a tool for commuters, the reality is that customers use the 91 Express Lanes for more than just their daily commute. In fact, approximately two- thirds of customers indicated that they use the 91 Express Lanes when visiting friends or family, and for shopping and/or recreation trips. By comparison, 60% of 91 Express Lanes customers indicated that they use the Lanes for their work commute, and just 6% indicated that they use the Lanes for commuting to or from school. Differences in trip purpose correspond with pronounced differences in the origins and destinations for trips made on the 91 Express Lanes. Approximately three out of every four work-related trips (74%) begin in Riverside County, and more than half of all work-related trips (54%) are destined for Orange County. By comparison, non-work trips are more diverse in where they begin and end, with less than half (49%) originating in Riverside County and 42% concluding in Orange County. Con c l u s i o n s True North Research, Inc. © 2014 9OCTA. . . . . . . . . . . . . . . . The aforementioned findings point to an important fact about 91 Express Lanes customers—they have been (and continue to be) a diverse group. Although it is instructive to examine the behaviors of the average 91 Express Lanes customer, the reality is that it is arguably even more important to appreciate that customers vary widely in their frequency and timing of using the Lanes, their use of alternative toll roads, and trip purposes. For example, the number of trips customers make on the 91 Express Lanes generally diminishes with age. At the extremes, young customers (under 35) reported three times as many weekly trips using the Lanes (6.55), on average, when compared to seniors (2.02). With respect to trip purposes, residents of Riverside County and San Ber- nardino County were about twice as likely to report using the 91 Express Lanes for work trips when compared to their respective counterparts in Orange and Los Angeles counties. Differences in how customers use the 91 Express Lanes—and especially how often they use the Lanes—can lead to substantial variation in the perceived value of the Lanes (more on this topic later in this section). Has use of the Lanes changed since 2011? Yes. Likely reflecting the improving economic climate over the past three years, use of the 91 Express Lanes has changed in reported frequency and purpose. When compared to the number of weekly one-way trips reported in 2011 as the region was just beginning to come out of the recession (2.71), the average number of trips reported on the 91 Express Lanes in 2014 increased significantly to 3.9 trips per week. Associated with this increase in frequency is a substantial (and statistically signifi- cant) increase in the percentage of customers who are using the Lanes for commuting to/from work. Whereas in 2011 less than half (46%) reported using the Lanes for their work commute, the corresponding fig- ure in 2014 was 60%. Reported use of other toll roads by 91 Express Lanes customers was also higher in 2014 (49%) when compared to 2011 (42%). How do customers prior- itize among various per- formance standards for the 91 Express Lanes? In addition to profiling customers’ use of the 91 Express Lanes, the sur- vey also sought to gauge the relative importance that customers place on specific performance aspects/standards when traveling on the 91 Express Lanes. In other words, what matters most to customers when they choose to travel on the 91 Express Lanes? Of 13 specific performance standards tested, customers prioritized the following standards: saving time, traveling fast, accurate billing state- ments, and a road that is well-maintained. At least 88% of customers sur- veyed indicated that these were either extremely or very important performance standards, and by extension are the dominant factors in how they evaluate the overall performance of the 91 Express Lanes. It is worth noting, moreover, that these are the same standards that custom- ers prioritized in 2011. Con c l u s i o n s True North Research, Inc. © 2014 10OCTA. . . . . . . . . . . . . . . . At the other end of the spectrum, customers continue to place less importance on the tolls they pay being used to help improve the 91 Free- way and that using the Lanes reduces the wear and tear on their vehicle. How well are the 91 Express Lanes meeting customers’ needs? Overall, the 91 Express Lanes (and OCTA) are continuing to do an excel- lent job meeting customers’ needs and expectations. From an overall performance rating perspective, 91% of customers indicated that they were satisfied with their experiences when using the 91 Express Lanes, with nearly half (45%) stating that they were very satisfied. The 2014 overall satisfaction score is slightly higher (1%) when compared to 2011, although the intensity of customer opinions was also moderated some- what in 2014.4 Satisfaction was also widespread among customers, exceeding 84% in every identified subgroup regardless of frequency of use, trip purposes, length of time being a customer, county of residence, or a variety of demographic characteristics. The high levels of satisfaction expressed by customers with respect to the 91 Express Lanes’ overall performance were also generally echoed within each of the 13 specific performance standards tested in the study. The Lanes are meeting the performance expectations of at least 77% of customers for every performance standard tested, and at least 92% of customers for the majority of standards tested. Moreover, the Lanes con- tinue to perform exceptionally well on the aspects that matter most to customers: saving time, being a fast way to travel, accurate billing state- ments, and having a well-maintained road. What are the best oppor- tunities for improving overall customer satis- faction? Perhaps the most important recommendation, and one that is occasion- ally overlooked in customer satisfaction research, is for OCTA to recog- nize the many things that it does exceptionally well and to focus on continuing to perform at a high level in these areas. As noted throughout this report, customers expressed high levels of satisfaction regarding the 91 Express Lanes and have a favorable opinion of the Lanes perfor- mance in most respects. The top priority for OCTA should thus be to do what it takes to maintain the high quality of service on that it currently provides on the 91 Express Lanes. However, as OCTA continues to strive for improvement, the results of this study do suggest opportunities to further bolster customer satisfac- tion. Considering the list of performance standards and their respective priority status (see Performance Needs & Priorities on page 40) and cus- tomers’ perspectives on future capital improvement projects (see Improvements to 91 Express Lanes on page 45), the top candidates for improvement are: improving the relationship between the perceived con- 4. In other words, fewer people indicated that they were either very satisfied or very dissatified. Con c l u s i o n s True North Research, Inc. © 2014 11OCTA. . . . . . . . . . . . . . . . venience and cost of the Lanes (i.e, overall value), improving the reliabil- ity of travel times when using the Lanes, completing the extension of the 91 Express Lanes to Interstate 15, building a direct connection between the 91 Express Lanes and the 241 toll road, and improving customers’ understanding that their tolls help improve the 91 Freeway and using the Lanes creates less wear and tear on their vehicle. Are high frequency users less satisfied with the Lanes? One of the clear findings of the 2011 study was that the more frequently a customer uses the 91 Express Lanes, the less likely they were to be very satisfied with their experiences using the Lanes. This pattern was found in the 2014 study as well, especially for weekday and rush hour trips. For example, 57% of customers who reported taking no midweek, rush hour trips on the Lanes indicated that they were very satisfied with their experiences using the Lanes in general, whereas the corresponding figure among customers who reported making six or more trips per week during rush hour periods was 27%. Similarly, dissatisfaction with the Lanes continues to be strongly related to the amount a customer pays in an average month. Satisfied customers reported paying an aver- age $60.48 per month for 91 Express Lanes’ toll charges, whereas the corresponding figure among dissatisfied customers was $96.07. The results of the survey indicate that OCTA should continue exploring strategies for addressing the needs and perceptions of high-frequency customers. Graduated toll structures, earning ‘reward points’ for trips made past a certain threshold each month, and other incentive-based programs would likely help improve the perceived value that high fre- quency users find in the Lanes. Such targeted programs could also have the added benefit of spurring additional trips and revenue for OCTA. Are customers support- ive of OCTA’s manage- ment of the Lanes? More than eight-in-ten (84%) of 91 Express Lanes customers were aware that the Lanes are owned and managed by OCTA, and they generally have a high opinion of OCTA’s performance in this respect. The litmus test for measuring OCTA’s performance in managing the 91 Express Lanes is simple: what percentage of customers are satisfied with their experiences when using the Lanes? As noted above, this percentage is very high (91%). Of course, customers can also comment on more nar- rowly defined aspects of OCTA’s performance, including the Authority’s efforts to communicate with customers and its management of funds. In these respects as well, customers generally held a high opinion of OCTA’s performance. Customers who agreed that OCTA does a good job communicating with them about the Lanes outnumbered those who dis- agreed by nearly nine to one (9:1), and those who felt that OCTA is finan- cially responsible outnumbered those who did not by approximately eight to one (8:1). Con c l u s i o n s True North Research, Inc. © 2014 12OCTA. . . . . . . . . . . . . . . . Do customers prefer a switch to dynamic pric- ing? Toll charges for the 91 Express Lanes are currently based on the day, time, and direction of travel. Using this time-of-day pricing methodology, times typically associated with higher congestion levels are tolled the highest, whereas times that generally exhibit lower congestion levels are tolled at a lower rate. Toll charges are evaluated quarterly. In contrast, an alternative approach to setting tolls is known as dynamic pricing, where toll charges are based on real-time traffic conditions and can change every few minutes, depending on the level of congestion in the toll lanes. Toll charges will be higher when there is more traffic and lower when there is less traffic. When asked to identify which approach they preferred for the 91 Express Lanes, customers were rather evenly split with 45% preferring time-of- day pricing, 42% preferring a switch to dynamic pricing, and 13% unsure or unwilling to share their opinion. The close split in tolling methodology preferences among all customers was generally exhibited at the sub- group level as well, with the exception of dissatisfied customers and high income ($200,000 annually or more) customers who strongly pre- ferred a switch to dynamic pricing. Have customers’ com- munication preferences changed? One of the more compelling trends identified in this study is the appar- ent evolution of 91 Express Lanes customers’ preferences with respect to how OCTA can best communicate with them regarding the Lanes. Since 2007, there has been a pronounced shift in customers’ preferences away from direct mail in favor of email. Whereas 44% of customers in 2007 preferred email, a preference for email communications in the cur- rent study was found among 82% of customers. Even among seniors—a group that usually favors traditional mail—email was the preferred method by which customers desired to receive information about the 91 Express Lanes. Although 91 Express Lanes customers have shown a preference for email for general information about the Lanes, in past years they nevertheless also generally preferred to receive their billing statements via mail. How- ever, this pattern changed significantly in 2014. Overall, 47% indicated they would prefer to receive their statement via email, 44% preferred mail, 4% preferred to be able to check their statement online, whereas 4% were unsure or unwilling to answer the question. FasT r a k D e c i s i o n s True North Research, Inc. © 2014 13OCTA. . . . . . . . . . . . . . . . F A S T R A K D E C I S I O N S The opening series of questions in the survey were designed to profile 91 Express Lanes custom- ers with respect to the number of FasTrak transponders in their household, the method by which they acquired the transponders, as well as the individuals or entities responsible for paying their toll charges. NUMBER OF TRANSPONDERS IN THE HOUSEHOLD The first question in this series asked customers to identify the number of FasTrak transponders they currently have in their household. As shown in Figure 1 below, the majority of customers (53%) indicated that theirs is the only transponder in their household, with the remaining customers indicating that they had two (34%), three (8%), or at least four (5%) transponders. Question 2 How many FasTrak transponders do you currently have in your household? FIGURE 1 NUMBER OF FASTRAK TRANSPONDERS IN HOUSEHOLD For the interested reader, Figure 2 shows how the number of transponders per household has fluctuated during the past six survey cycles. When compared to 2011, there was a statistically significant increase in the percentage of households with two transponders, and a corresponding decrease in the percentage of households with just one transponder. FIGURE 2 NUMBER OF FASTRAK TRANSPONDERS IN HOUSEHOLD BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. Four or more 4.5 Two 33.7 One 53.3 Not sure 0.6 Three 7.9 62 55 54 61 69 28 36 25 8 6 10 8 4 4 4 3 2 1 53† 34†31 29 7 4 0 10 20 30 40 50 60 70 80 2014 2011 2009 2007 2006 2005 Study Year % C u s t o m e r H o u s e h o l d s One Two Three Four or more FasT r a k D e c i s i o n s True North Research, Inc. © 2014 14OCTA. . . . . . . . . . . . . . . . METHOD OF ACQUISITION All customers were next asked to describe how they acquired the FasTrak responder that they use when traveling on the 91 Express Lanes. The most com- monly reported method of acquisition was an in-store purchase at the Customer Service Center in Corona (37%), followed by telephone (36%), via the Internet (14%), the OCTA store in Orange (5%), or an alternative method (5%) (Figure 3). Interestingly, the methods by which customers acquired their transponders varied substantially by the length of time that they have used the 91 Express Lanes. As shown in Figure 4 on the next page, reliance on the Customer Service Center in Corona and telephone orders was far more common among longtime customers (8+ years), whereas customers who acquired their transponders more recently (last two years) have made much greater use of the Internet for this purpose. Question 3 How did you acquire the FasTrak transponder you use when traveling on the 91 Express Lanes? Did you pick it up in person at the OCTA store in Orange, in person at the Cus- tomer Service Center in Corona, order it by phone and have it mailed to you, or did you order it over the Internet? FIGURE 3 METHOD OF ACQUIRING FASTRAK TRANSPONDERS BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 39.9 32.9 12.5 4.4 5.8 3.9 4.5 37.2 36.0† 13.6 4.9 4.5 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure Other/Mail OCTA in Orange Internet Telephone Customer Service in Corona FasT r a k D e c i s i o n s True North Research, Inc. © 2014 15OCTA. . . . . . . . . . . . . . . . FIGURE 4 METHOD OF ACQUIRING FASTRAK TRANSPONDERS BY YEARS USING 91 EXPRESS LANES WHO PAYS YOUR TOLL CHARGES? The final question in this series asked respondents to identify who pays their toll charges when they use the 91 Express Lanes. The vast majority of customers (91%) reported that they personally pay for their toll charges, with an additional 2% indicating that their toll charges are paid by another member of their family. Overall, just 6% of customers indicated that their employer is primarily responsible for paying their toll charges, whereas 1% mentioned an alternative individual or entity (Figure 5). Recalculating the percent- ages to capture the top three named sources for comparability with prior surveys,5 Figure 6 on the next page shows that there has been a striking pattern of consistency over time with respect to who pays customers’ toll charges for using the 91 Express Lanes. Question 4 Which of the following best describes who pays your toll charges when you use the 91 Express Lanes? FIGURE 5 WHO PAYS TOLL CHARGES 5. Prior survey reports occasionally did not display an ‘other’ category. 28 26 25 45 34 40 36 32 20 677 37 5 23 41 10 2 1 0 10 20 30 40 50 60 Less than 2 3 to 4 5 to 7 8 or more Years Using 91 Express Lanes (Q1) % C u s t o m e r s Customer Service in Corona Telephone Internet OCTA in Orange Other/Mail Other 1.4 Other family member 1.7 Self 91.1 Prefer not to answer 0.1 Employer 5.7 FasT r a k D e c i s i o n s True North Research, Inc. © 2014 16OCTA. . . . . . . . . . . . . . . . FIGURE 6 WHO PAYS TOLL CHARGES BY STUDY YEAR 92 90 91 94 90 94 2 4 3 66632 0 6 5 3 0 10 20 30 40 50 60 70 80 90 100 2014 2011 2009 2007 2006 2005 Study Year % C u s t o m e r s T h a t P r o v i d e d O p i n i o n Self Employer Other family member Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 17OCTA. . . . . . . . . . . . . . . . U S E O F 9 1 E X P R E S S L A N E S One of the central objectives of this study was to profile customers’ use of the 91 Express Lanes, including how often they use the Lanes, when they typically use the Lanes, for what purposes they use the Lanes, as well as where they typically originate and end their trips. The answers to these and related topics are provided in this section. MONTHLY FREQUENCY OF USING THE 91 EXPRESS LANES All customers were initially asked to describe the number of days in a typical month that they use the 91 Express Lanes toll road. The sampling design for the survey used frequency of use as one of the stratify- ing criteria, which ensures that the distribution shown in Figure 7 is representative of 91 Express Lanes customers who use the Lanes at least once per month on average. As shown in the figure, customers varied substantially in the number of days per month they use the Lanes, with 36% using them four or fewer days per month, 43% using the Lanes between 5 and 19 days per month, and 15% using the 91 Express Lanes at least 20 days per month. An additional 6% were unsure. Question 5 In a typical month, how many days do you use the 91 Express Lanes toll road? FIGURE 7 DAYS PER MONTH USING 91 EXPRESS LANES BY STUDY YEAR Among all customers surveyed in 2014, the average number of days reported for using the 91 Express Lanes was 8.86 per month, which is slightly higher than the 7.66 days recorded in the 2011 study. However, as shown in Figures 8-10, this average varied substantially by certain cus- tomer demographics including age, employment status, and county of residence. When com- pared to their respective counterparts, customers under 35 years of age, full-time employees, and residents of Riverside and San Bernardino counties reported the highest average number of days per month using the 91 Express Lanes. 21.6 23.1 21.9 12.6 13.5 6.2 7.3 15.4 20.4 24.3 18.6 15.2 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure 20 or more 10 to 19 5 to 9 3 to 4 Less than 3 Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 18OCTA. . . . . . . . . . . . . . . . FIGURE 8 AVERAGE DAYS PER MONTH USING 91 EXPRESS LANES BY STUDY YEAR, AGE, GENDER & EMPLOYED FULL TIME FIGURE 9 AVERAGE DAYS PER MONTH USING 91 EXPRESS LANES BY HOUSEHOLD INCOME & EDUCATION LEVEL 9.07 8.50 5.95 9.32 8.21 10.05 5.62 8.86 7.66 12.15 10.38 0 2 4 6 8 10 12 14 2014 2011 Under 35 35 to 44 45 to 54 55 to 64 65 and older Male Female Yes No Study Year Age (QD2) Gender Employed Full Time (QD3) Av e r a g e N u m b e r o f D a y s P e r M o n t h Us i n g 9 1 E x p r e s s L a n e s 8.44 8.38 8.94 9.06 8.73 8.52 9.60 8.628.87 7.43 0 2 4 6 8 10 12 Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more HS or less Some college College grad Grad degree Household Income (QD7) Education Level (QD4) Av e r a g e N u m b e r o f D a y s P e r M o n t h Us i n g 9 1 E x p r e s s L a n e s Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 19OCTA. . . . . . . . . . . . . . . . FIGURE 10 AVERAGE DAYS PER MONTH USING 91 EXPRESS LANES BY ETHNICITY & COUNTY OF RESIDENCE DO YOU USE OTHER TOLL ROADS IN SOUTHERN CALIFORNIA? Although the survey focused on customers’ experiences using the 91 Express Lanes, OCTA was also inter- ested in understanding the extent to which 91 Express Lanes customers also use other toll roads in Southern California. As shown in Figure 11, 49% of 91 Express Lanes customers reported in 2014 that they use at least one other Southern California toll road in a typical month, which is a statistically significant increase over the 42% reported in 2011. Question 6 In a typical month, do you use any other toll roads in Southern California? FIGURE 11 USE OTHER TOLL ROADS IN SOUTHERN CALIFORNIA BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 5.21 7.16 9.77 8.798.40 10.43 8.83 8.79 0 2 4 6 8 10 12 Caucasian/ White Latino/ Hispanic Asian American Other ethnicity Los Angeles Orange Riverside San Bernardino Ethnicity (QD6) County of Residence Av e r a g e N u m b e r o f D a y s P e r M o n t h Us i n g 9 1 E x p r e s s L a n e s 42.4 56.4 Yes, use other toll roads 48.7† Do not use other toll roads 49.5† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 20OCTA. . . . . . . . . . . . . . . . The tendency to use other toll roads in addition to the 91 Express Lanes was strongly related to several factors, including the length of time that a respondent had been a 91 Express Lanes cus- tomer, employment status, and county of residence (see Figure 12). Long-time customers (8+ years), full-time employees, and residents of San Bernardino County were more likely than their respective counterparts to report using toll roads in addition to the 91 Express Lanes. FIGURE 12 USE OTHER TOLL ROADS IN SOUTHERN CALIFORNIA BY YEARS USING 91 EXPRESS LANES, EMPLOYED FULL TIME & COUNTY OF RESIDENCE Among all customers surveyed, the most commonly used alternative toll road was the 241 (39%), followed by the 261 (21%), 133 (18%), 73 (16%), and the Interstate 15 toll road (9%). Figure 13 shows how these patterns have changed since 2005, as well as the significant increases found in alternative toll road use between 2011 and 2014 for most toll roads tested. Question 7 Which other toll roads do you use in a typical month? Check all that apply. FIGURE 13 OTHER SOUTHERN CALIFORNIA TOLL ROADS USE BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 51.8 39.9 42.7 49.9 48.1 55.8 52.6 45.8 39.9 36.3 0 10 20 30 40 50 60 Less than 2 3 to 4 5 to 7 8 or more Yes No Los Angeles Orange Riverside San Bernardino Years Using 91 Express Lanes (Q1) Employed Full Time (QD3) County of Residence % C u s t o m e r s T h a t U s e O t h e r T o l l R o a d s 35 34 26 32 27 12 11 1415 8 10 7 11 5 7 5 4 9 39† 16† 14 8 21† 9 18† 0 2 04 6 0 5 10 15 20 25 30 35 40 2014 2011 2009 2007 2006 2005 Study Year % C u s t o m e r s W h o P r o v i d e d O p i n i o n 241 Toll Road 73 Toll Road 261 Toll Road 133 Toll Road Toll Road on I-15 Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 21OCTA. . . . . . . . . . . . . . . . WEEKLY TRAVEL ON 91 FREEWAY Whereas Question 5 asked about the number of days per month a customer uses the 91 Express Lanes, at this point the survey transitioned to asking a series of questions that focused on the number of one-way trips that customers make in a typical week. The first question in this series (Question 8) simply asked how many total one- way trips the customer typically makes on the 91 Freeway per week, inclusive of trips in which they use the 91 Express Lanes. Approximately one-quarter (23%) of customers indicated that they make at least seven trips per week, 18% make three to six trips per week, one-quarter (26%) make one to two trips in a typical week, whereas 22% indicated that they do not use the 91 Free- way in a typical week and 11% were unsure or unwilling to answer the question (Figure 14). Question 8 In a typical week, how many one-way trips do you take on the State Route 91 Free- way? Please count all trips, including trips when you use the 91 Express Lanes toll road and those when you don't. FIGURE 14 NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 FREEWAY BY STUDY YEAR Overall, customers reported an average 6.17 trips per week on the 91 Freeway in 2014, which is significantly greater than the number of trips reported in prior studies (see Figure 15). Moreover, when compared to their respective counterparts, customers under 35 years of age, males, full- time employees, those whose annual household income is $150,000 to $199,999, those without a high school education, Latinos, and residents of Riverside County reported the greatest aver- age number of one-way trips on the 91 Freeway in a typical week (see Figures 15-17). 27.4 25.3 15.3 17.3 14.7 22.2 25.7 17.9 23.4 10.8 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer More than 6 3 to 6 1 to 2 None Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 22OCTA. . . . . . . . . . . . . . . . FIGURE 15 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 FREEWAY BY STUDY YEAR & AGE † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. FIGURE 16 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 FREEWAY BY GENDER, EMPLOYED FULL TIME & HOUSEHOLD INCOME 3.10 3.32 8.84 8.32 6.01 5.76 4.16 3.40 2.70 4.19 6.17† 0 2 4 6 8 10 2014 2011 2009 2007 2006 2005 Under 35 35 to 44 45 to 54 55 to 64 65 and older Study Year Age (QD2) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 F r e e w a y 5.62 4.36 5.67 6.54 6.78 4.11 6.95 5.12 7.08 3.89 0 2 4 6 8 Male Female Yes No Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more Gender Employed Full Time (QD3) Household Income (QD7) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 F r e e w a y Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 23OCTA. . . . . . . . . . . . . . . . FIGURE 17 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 FREEWAY BY EDUCATION LEVEL, ETHNICITY & COUNTY OF RESIDENCE WEEKLY TRAVEL ON 91 EXPRESS LANES Having established the number of one-way trips a customer makes on the 91 Freeway in a typical week, the survey next asked respondents to identify the number of these trips that involved the 91 Express Lanes toll road. Approximately 14% of customers indicated that they make at least seven trips per week on the 91 Express Lanes, 19% make three to six trips in a typical week, 30% make one to two trips per week, whereas 25% indicated that they do not use the 91 Express lanes in a typical week and 13% were unsure or unwilling to answer the question (Figure 18). Question 9 Of the <<insert # trips from Q8>> one-way trips you take on the State Route 91 Freeway in a typical week, approximately how many do you use the 91 Express Lanes toll road? FIGURE 18 NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES BY STUDY YEAR 5.55 8.16 5.77 4.99 2.28 4.94 7.14 5.00 6.40 5.796.24 7.08 0 2 4 6 8 10 HS or less Some college College grad Grad degree Caucasian/ White Latino/ Hispanic Asian American Other ethnicity Los Angeles Orange Riverside San Bernardino Education Level (QD4) Ethnicity (QD6) County of Residence Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 F r e e w a y 29.8 29.7 14.1 7.7 18.7 24.9 29.6 19.0 13.5 13.0 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer More than 6 3 to 6 1 to 2 None Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 24OCTA. . . . . . . . . . . . . . . . Overall, customers reported an average 3.9 trips per week on the 91 Express Lanes in 2014, which is significantly greater than the 2.71 trips reported in 2011 (Figure 19). Moreover, when compared to their respective counterparts, customers under 35 years of age, males, full-time employees, those whose annual household income is $150,000 to $199,999, and residents of Riverside County reported the greatest average number of one-way trips on the 91 Freeway in a typical week (see Figures 19-21). FIGURE 19 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES BY STUDY YEAR & AGE † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. FIGURE 20 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES BY GENDER, EMPLOYED FULL TIME & HOUSEHOLD INCOME 2.90 3.05 6.55 5.13 3.66 3.86 2.02 2.502.10 2.71 3.90† 0 1 2 3 4 5 6 7 8 2014 2011 2009 2007 2006 2005 Under 35 35 to 44 45 to 54 55 to 64 65 and older Study Year Age (QD2) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 E x p r e s s L a n e s 2.54 3.47 3.64 3.80 4.60 3.26 4.07 3.55 4.60 2.13 0 1 2 3 4 5 6 7 8 Male Female Yes No Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more Gender Employed Full Time (QD3) Household Income (QD7) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 E x p r e s s L a n e s Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 25OCTA. . . . . . . . . . . . . . . . FIGURE 21 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 FREEWAY BY EDUCATION LEVEL, ETHNICITY & COUNTY OF RESIDENCE WEEKDAY TRAVEL ON 91 EXPRESS LANES Similar to Question 9, Question 10 next asked respondents to identify the number of their weekly 91 Express Lanes trips that occur mid- week, Monday through Friday. Approximately 9% of customers indicated that they make at least seven midweek trips per week on the 91 Express Lanes, 18% make three to six midweek trips in a typical week, 28% make one to two trips per week, whereas 30% indicated that they do not use the 91 Express lanes Monday through Friday in a typical week and 15% were unsure or unwilling to answer the question (Figure 22). Question 10 Of the <<insert # trips from Q9>> one-way trips you use the 91 Express Lanes toll road in a typical week, how many do you take Monday through Friday? FIGURE 22 NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI BY STUDY YEAR 3.54 4.08 3.90 3.67 1.70 2.18 4.62 3.663.30 3.914.224.00 0 1 2 3 4 5 6 7 8 HS or less Some college College grad Grad degree Caucasian/ White Latino/ Hispanic Asian American Other ethnicity Los Angeles Orange Riverside San Bernardino Education Level (QD4) Ethnicity (QD6) County of Residence Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k U s i n g 9 1 E x p r e s s L a n e s 36.4 24.7 11.7 5.6 21.5 29.9 27.6 17.9 9.4 15.2 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer More than 6 3 to 6 1 to 2 None Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 26OCTA. . . . . . . . . . . . . . . . Overall, customers reported an average 3.07 midweek trips per week on the 91 Express Lanes in 2014, which is somewhat (but not significantly) higher than the 2.17 trips reported in 2011. When compared to their respective counterparts, customers between the ages of 35 and 44, full- time employees, those from households that earn $150,000 to $199,999 annually, and residents of Riverside County reported the greatest average number of one-way trips on the 91 Express Lanes between Monday and Friday in a typical week (see Figures 23-25). FIGURE 23 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI BY STUDY YEAR, AGE, GENDER & EMPLOYED FULL TIME FIGURE 24 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI BY HOUSEHOLD INCOME & EDUCATION LEVEL 3.07 2.87 1.51 3.09 2.93 3.66 1.58 3.07 2.17 4.04 4.55 0 1 2 3 4 5 6 2014 2011 Under 35 35 to 44 45 to 54 55 to 64 65 and older Male Female Yes No Study Year Age (QD2) Gender Employed Full Time (QD3) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k , M o n - F r i , U s i n g 9 1 E x p r e s s L a n e s 3.78 2.73 3.03 3.08 3.24 2.69 3.10 2.752.89 2.15 0 1 2 3 4 5 6 Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more HS or less Some college College grad Grad degree Household Income (QD7) Education Level (QD4) Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k , M o n - F r i , U s i n g 9 1 E x p r e s s L a n e s Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 27OCTA. . . . . . . . . . . . . . . . FIGURE 25 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI BY ETHNICITY & COUNTY OF RESIDENCE RUSH HOUR TRAVEL ON 91 EXPRESS LANES Having identified the number of mid- week trips a respondent typically makes using the 91 Express Lanes, the survey next asked respondents to estimate how many of these trips occur during rush hour periods between 5AM and 9AM, or 3PM and 7PM. Approximately 8% of customers indicated that they make at least seven trips per week on the 91 Express Lanes during rush hour periods, 15% make three to six midweek trips during rush hour in a typical week, 23% make one to two trips per week during rush hours, whereas 38% indicated that they do not use the 91 Express lanes during rush hour periods in a typical week and 16% were unsure or unwilling to answer the question (Figure 26). Question 11 Of the <<insert # trips from Q10>> one-way trips you use the 91 Express Lanes toll road between Monday and Friday, how many do you take during rush hour periods - between 5AM and 9AM, or 3PM and 7PM? FIGURE 26 NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR BY STUDY YEAR 1.05 1.76 3.66 2.772.81 3.32 3.14 3.04 0 1 2 3 4 5 6 Caucasian/ White Latino/ Hispanic Asian American Other ethnicity Los Angeles Orange Riverside San Bernardino Ethnicity (QD6) County of Residence Av e r a g e N u m b e r o f O n e - W a y T r i p s Pe r W e e k , M o n - F r i , U s i n g 9 1 E x p r e s s L a n e s 44.3 19.3 8.6 5.1 22.7 37.9 23.2 15.1 7.5 16.2 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer More than 6 3 to 6 1 to 2 None Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 28OCTA. . . . . . . . . . . . . . . . Overall, customers in 2014 reported an average 2.6 trips per week on the 91 Express Lanes dur- ing rush hour periods, which is greater than the 1.81 reported in 2011. When compared to their respective counterparts, customers between the ages of 35 and 44, full-time employees, those from households that earn $150,000 to $199,999 annually, and residents of Riverside County reported the greatest average number of one-way trips on the 91 Express Lanes during rush hour periods in a typical week (see Figures 27-29). FIGURE 27 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR BY STUDY YEAR, AGE, GENDER & EMPLOYED FULL TIME FIGURE 28 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR BY HOUSEHOLD INCOME & EDUCATION LEVEL 2.54 2.44 0.94 2.64 2.48 3.25 1.00 2.60 1.81 3.65 4.18 0 1 2 3 4 5 2014 2011 Under 35 35 to 44 45 to 54 55 to 64 65 and older Male Female Yes No Study Year Age (QD2) Gender Employed Full Time (QD3) Av e r a g e N u m b e r o f O n e - W a y T r i p s P e r W e e k , Mo n - F r i R u s h H o u r , U s i n g 9 1 E x p r e s s L a n e s 3.23 2.36 2.62 2.62 2.83 2.15 2.65 2.24 2.52 1.77 0 1 2 3 4 5 Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more HS or less Some college College grad Grad degree Household Income (QD7) Education Level (QD4) Av e r a g e N u m b e r o f O n e - W a y T r i p s P e r W e e k , Mo n - F r i R u s h H o u r , U s i n g 9 1 E x p r e s s L a n e s Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 29OCTA. . . . . . . . . . . . . . . . FIGURE 29 AVERAGE NUMBER OF ONE-WAY TRIPS PER WEEK TAKEN ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR BY ETHNICITY & COUNTY OF RESIDENCE TRIP PURPOSE ON 91 EXPRESS LANES Whereas the prior questions in this series focused on profiling the frequency of trips that a respondent makes using the 91 Express Lanes, at this point the survey transitioned to measuring the type of trips they make using the Lanes. In other words, for what trip purposes do they use the 91 Express Lanes? Question 12 Do you use the 91 Express Lanes toll road for: _____? FIGURE 30 EXPRESS LANES USAGE BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 0.74 1.46 3.11 2.382.35 2.84 2.52 2.68 0 1 2 3 4 5 Caucasian/ White Latino/ Hispanic Asian American Other ethnicity Los Angeles Orange Riverside San Bernardino Ethnicity (QD6) County of Residence Av e r a g e N u m b e r o f O n e - W a y T r i p s P e r W e e k , Mo n - F r i R u s h H o u r , U s i n g 9 1 E x p r e s s L a n e s 68.5 66.8 46.2 2.8 66.7 62.7 59.8† 6.1† 0 10 20 30 40 50 60 70 80 Visit family, friends Shopping, recreation trips Work commute School commute Q12 Use 91 Express Lanes for . . . % C u s t o m e r s 2014 2011 Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 30OCTA. . . . . . . . . . . . . . . . As shown in Figure 30 on the previous page, most customers use the 91 Express Lanes for more than just their daily commute. In fact, the most commonly reported trips were visiting friends and family (mentioned by 67% of all customers) and shopping or recreation trips (63%). Nearly six-in-ten customers (60%) indicated that they use the 91 Express Lanes for their work commute, which is significantly greater than the percentage who reported using the Lanes for this purpose in 2011. Approximately 6% indicated that they use the Lanes for commuting to or from school in 2014, which is also significantly greater than the corresponding percentage in 2011. For the interested reader, Figures 31 and 32 show how the percentage of customers who use the 91 Express Lanes for trip purposes varied by age, gender, county of residence, and the length of time that they have been a 91 Express Lanes customer. The largest variation in trip purpose occurs for work trips, which were reported by a substantially higher percentage of younger cus- tomers (under 45), males, residents of Riverside and San Bernardino counties, and customers who have used the Lanes less than five years when compared to their respective counterparts. FIGURE 31 EXPRESS LANES USAGE BY AGE & GENDER FIGURE 32 EXPRESS LANES USAGE BY COUNTY OF RESIDENCE & YEARS USING 91 EXPRESS LANES 64 70 65 66 70 61 73 56 60 65 60 66 76 75 62 59 66 52 19 7 67 60 32 85255 0 10 20 30 40 50 60 70 80 Under 35 35 to 44 45 to 54 55 to 64 65 and older Male Female Age (QD2) Gender % C u s t o m e r H o u s e h o l d s Visit family, friends Shopping, recreation trips Work commute School commute 66 67 69 54 52 62 71 69 62 64 59 52 60 68 25 36 70 61 69 53 59 44 63 70 1 3 68510104 0 10 20 30 40 50 60 70 80 Los Angeles Orange Riverside San Bernardino Less than 2 3 to 4 5 to 7 8 or more County of Residence Years Using 91 Express Lanes (Q1) % C u s t o m e r H o u s e h o l d s Visit family, friends Shopping, recreation trips Work commute School commute Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 31OCTA. . . . . . . . . . . . . . . . ORIGIN AND DESTINATION FOR TYPICAL TRIP ON 91 EXPRESS LANES The final questions in this series asked respondents to identify the city in which they typically begin their trips that involve the 91 Express Lanes, as well as their typical destination. For respondents who reported that they use the Lanes for their work commute, the survey asked specifically about their work commute (Questions 13 & 14). Similarly, for respondents who indicated that they use the Lanes for commuting to/from school, the survey asked that they report the origin and destination of their school commute (Questions 15 & 16). Customers who indicated that they do not use the 91 Express Lanes for a work or school commute were asked to report the city that they typically originate their trips when using the Lanes, as well as the city that is their typi- cal destination (Questions 17 & 18). The answers to all three groups are combined in Figure 33, with the origins and destinations shown at the county level.6 Question 13 In what city do you typically begin your commute to work? Question 14 What is the destination city for your work commute? Question 15 In what city do you typically begin your commute to school? Question 16 What is the destination city for your school commute? Question 17 In what city do you typically begin your trips that involve using the 91 Express Lanes toll road? Question 18 What is the destination city that you are most often traveling to when you use the 91 Express Lanes? FIGURE 33 ORIGIN COUNTY & DESTINATION COUNTY OF WORK COMMUTE AND NON-WORK TRIPS BY STUDY YEAR 6. Because the sample size of respondents who use the 91 Express Lanes for commuting to school was small, they are grouped in the non-work trips category rather than as a separate category in Figure 33. 23.1 15.1 10.3 5.0 21.8 12.8 13.6 54.1 25.9 41.8 8.2 58.4 26.2 39.3 6.2 48.7 27.1 74.7 6.9 49.3 26.0 6.1 7.4 1.5 6.6 4.3 5.3 4.0 3.5 2.4 3.4 7.9 2.4 6.0 4.1 7.3 4.0 8.4 3.3 10.4 74.0 8.7 3.0 7.0 4.6 5.9 0 10 20 30 40 50 60 70 80 90 100 Origin Destination Origin Destination Origin Destination Origin Destination Work Commute Trips Non-Work Trips Work Commute Trips Non-Work Trips 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer Varies / Multiple counties Other County San Bernardino Riverside Orange Los Angeles Use o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 32OCTA. . . . . . . . . . . . . . . . Among work trips, three-quarters (74%) originate in Riverside County, 10% in Orange County, 9% in San Bernardino County, and 3% in Los Angeles County. More than half (54%) of work trips that involve the 91 Express Lanes are destined for Orange County, 23% for Los Angeles County, 6% for Riverside County, 3% for San Bernardino County, and 5% for an ‘other’ county. The pattern is more diverse for non-work trips. Although Riverside County is still the dominant county of origin (49%), the percentage of non-work trips that originate in Orange County (26%) and Los Angeles County (15%) is higher, whereas San Bernardino County represents about the same percentage of work and non-work trip originations (7%). With respect to non-work trip des- tinations, Orange County is the most popular destination (42%), followed by Riverside County (27%), Los Angeles County (10%), San Bernardino County (6%), and ‘other’ counties (5%). In gen- eral, the origin and destination patterns found in 2014 are quite similar to those found in the 2011 customer survey. Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 33OCTA. . . . . . . . . . . . . . . . O P I N I O N S O F 9 1 E X P R E S S L A N E S Having profiled customers’ use of the 91 Express Lanes in the prior section, the survey next turned to assessing their opinions about the Lanes’ performance in meeting their expectations. OVERALL SATISFACTION The first question in this series asked respondents to indicate if, overall, they were satisfied or dissatisfied with their experiences when using the 91 Express Lanes. Because this question does not reference a specific aspect, facility, or service and requested that the respondent consider their experiences overall, the findings of this question may be regarded as an overall performance rating for the 91 Express Lanes. As shown in Figure 34, an overwhelming majority (91%) of customers indicated that they were generally satisfied with their experiences when using the 91 Express Lanes, with just under half (45%) stating that they were very satisfied. A small portion of customers (9%) reported that they were dissatisfied. When compared to the 2011 survey, overall satisfaction with the 91 Express Lanes increased slightly (+1%) in 2014, although the balance shifted with somewhat fewer cus- tomers indicating that they were very satisfied. There was also a significant reduction in the per- centage of customers who stated they were very dissatisfied with their experiences using the 91 Express Lanes in 2014. Question 19 Overall, are you satisfied or dissatisfied with your experiences when using the 91 Express Lanes? FIGURE 34 OVERALL SATISFACTION WITH 91 EXPRESS LANES BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. The next three figures display how customers’ opinions about the 91 Express Lanes’ overall per- formance varied by subgroup, including length of use, days per month they use the Lanes, and demographic characteristics. Although there are some noteworthy differences across sub- groups—e.g., the more weekday and rush hour trips they use the Lanes, the less likely custom- 51.1 38.8 5.0 4.1 44.7† 46.4† 6.6 2.1† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 34OCTA. . . . . . . . . . . . . . . . ers were to report being very satisfied—the most striking pattern is the general consistency of the results when combining the very and somewhat satisfied categories. More than 84% of cus- tomers in every identified subgroup reported being satisfied with their 91 Express Lanes experi- ences overall. FIGURE 35 OVERALL SATISFACTION WITH 91 EXPRESS LANES BY YEARS USING 91 EXPRESS LANES & DAYS PER MONTH USING 91 EXPRESS LANES FIGURE 36 OVERALL SATISFACTION WITH 91 EXPRESS LANES BY TRIPS ON 91 EXPRESS LANES, MON TO FRI, TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR AND GENDER 59.1 49.6 45.9 33.1 38.9 35.8 42.8 46.5 57.2 47.2 Very satisfied 47.7 34.8 50.5 44.8 Smwt satisfied 39.5 48.238.7 53.7 0 10 20 30 40 50 60 70 80 90 100 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s 57.2 40.8 31.0 26.7 42.3 48.3 36.7 50.5 55.2 57.7 48.3 44.3 Very satisfied 57.3 46.0 35.4 24.7 Smwt satisfied 36.0 62.4 52.1 46.1 0 10 20 30 40 50 60 70 80 90 100 None 1 to 2 3 to 6 More than 6 None 1 to 2 3 to 6 More than 6 Male Female Trips on 91 Express Lanes, Mon to Fri (Q10) Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) Gender % C u s t o m e r s Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 35OCTA. . . . . . . . . . . . . . . . FIGURE 37 OVERALL SATISFACTION WITH 91 EXPRESS LANES BY AGE & COUNTY OF RESIDENCE REASONS FOR OVERALL SATISFACTION/DISSATISFACTION Respondents were next asked to indicate if there was a particular reason why they are generally satisfied or dissat- isfied with their experiences when using the 91 Express Lanes. Question 20 was presented in an open-ended manner, which allowed respondents to mention any reason that came to mind with- out being prompted by—or restricted to—a particular list of options. True North later reviewed the verbatim responses and grouped them into the categories shown in Figure 38 on the next page. For the reader’s convenience, reasons that were offered by those who were generally satis- fied are represented by green bars, whereas reasons offered by dissatisfied customers are repre- sented by red bars. Satisfied customers were most apt to cite time savings or faster travel (26%) as the primary rea- son they were satisfied with the 91 Express Lanes, followed by the ability to bypass traffic (17%) and the ease of use/convenience offered by the Lanes (8%). Those who were generally dissatis- fied with their experiences when using the 91 Express Lanes, on the other hand, were most likely to mention the amount of traffic that exists on the toll road (11%) and the expense of using the Lanes (8%) as the reasons for their position. Table 2 displays the five most frequently mentioned responses to Question 20 in 2014 and 2011. 59.5 56.6 53.6 39.5 55.4 35.9 41.0 41.3 49.1 40.1 45.041.038.3 Very satisfied 42.2 51.1 52.7 45.3Smwt satisfied 42.0 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 and older Los Angeles Orange Riverside San Bernardino Age (QD2) County of Residence % C u s t o m e r s Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 36OCTA. . . . . . . . . . . . . . . . Question 20 Is there a particular reason why you are <<satisfied/dissatisfied>>? FIGURE 38 REASONS FOR SATISFACTION & DISSATISFACTION TABLE 2 REASONS FOR SATISFACTION & DISSATISFACTION BY STUDY YEAR 0.1 0.2 0.4 0.6 0.6 0.6 0.7 0.7 0.8 1.7 1.7 2.4 2.7 3.2 7.6 8.3 10.8 16.6 25.8 28.3 1.9 1.5 0 5 10 15 20 25 30 Drivers abusing 3+ passenger lanes Transponder issues Poor customer service Easy access to destinations Good customer service Cars cutting from freeway into Express Lanes Express Lanes in need of maintenance Cost is reasonable Need signs for traffic, accident alerts Should be credited if traffic is too congested Express Lanes are well maintained Never had any problems Occasional Express Lanes closures Express Lanes should be extended Feel safer using Express Lanes Lanes are not overcrowded Easy to use / Convenient Too expensive Too much traffic in Express Lanes Bypass traffic, traffic jams Saves time / Faster travel No particular reason % Respondents 2014 2011 No particular reason Saves time / Faster travel Saves time / Faster travel Bypass traffic, traffic jams Bypass traffic, traffic jams No particular reason Too much traffic in Express Lanes Too expensive Too expensive Easy to use / Convenient Study Year Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 37OCTA. . . . . . . . . . . . . . . . SPECIFIC SERVICE STANDARDS Whereas Question 20 addressed the 91 Express Lanes overall performance, the next series of questions asked respondents to rate the importance of specific service standards, as well as how well the Lanes are meeting these standards. For each standard of service, respondents were first asked to indicate how important the service standard is to them as a 91 Express Lanes customer using a scale of extremely important, very important, somewhat important or not at all important. Respondents were then asked the extent to which they agreed (or disagreed) that the 91 Express Lanes are meeting the standard. The order of the items was randomized for each respondent to avoid a systematic position bias. Figure 39 presents the service standards in rank order of importance according to the proportion of respondents who rated the standard as at least very important. Overall, 91 Express Lanes’ customers rated saving time when they use the Lanes as the most important service standard (96%), followed by that the Lanes is a fast way to travel (93%), that their billing statements are accurate (89%), and that the Lanes are well-maintained and in good condition (88%). At the other end of the spectrum, customers rated as comparatively less important the use of tolls to help improve the 91 Freeway (60%) and the reduction of wear and tear on their vehicle (60%). Question 21 Would you say it is extremely important, very important, somewhat important, or not at all important to you that: ______________? FIGURE 39 IMPORTANCE OF 91 EXPRESS LANES ASPECTS 33.0 34.2 36.9 40.7 41.9 45.2 52.9 53.5 57.0 50.5 58.9 65.6 75.8 27.0 26.2 33.3 33.4 33.4 34.9 29.3 30.4 28.4 37.7 29.7 27.4 19.8 0 10 20 30 40 50 60 70 80 90 100 The tolls you pay are used to help improve the 91 Freeway Less wear and tear on your vehicle using 91 Express Lanes Easy to get in touch with customer service representative If you have issue, customer service responds in a timely manner You are treated professionally by customer service Can reliably estimate travel times when using 91 Express Lanes Convenience received from 91 Express Lanes is worth the cost The 91 Express Lanes is a safe way to travel It's less stressful when using the 91 Express Lanes 91 Express Lanes toll road is well maintained, in good condition Your billing statements are accurate The 91 Express Lanes is a fast way to travel You save time when using the 91 Express Lanes Q2 1 i Q 2 1 e Q 2 1 g Q 2 1 h Q 2 1 k Q 2 1 f Q 2 1 j Q 2 1 b Q 2 1 d Q 2 1 m Q 2 1 l Q 2 1 a Q 2 1 c % Customers Extremely important Very important Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 38OCTA. . . . . . . . . . . . . . . . Table 3 displays the percentage of respondents in each study year (2014 and 2011) who rated each performance standard as being at least very important, as well as the difference between the study results in the far right column. When compared to 2011, there was a statistically signif- icant decline in the percentage of customers who rated the following standards as at least very important: You create less wear and tear on your vehicle when using the 91 Express Lanes, You are treated professionally by 91 Express Lanes customer service, and It's less stressful when using the 91 Express Lanes. TABLE 3 IMPORTANCE OF 91 EXPRESS LANES ASPECTS BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. Turning to the satisfaction component, Figure 40 on the next page sorts the same list of service standards according to the proportion of respondents who agreed (strongly or somewhat) that the 91 Express Lanes is meeting the service standard. To allow for an apples-to-apples compari- son of the ratings, only respondents who held an opinion (either agree or disagree) were included in the figure. Those who did not have an opinion were removed from this analysis. The percentage who held an opinion for each service standard is shown to the right of the service label in parentheses. Overall, 91 Express Lanes customers expressed the highest levels of agreement that the Lanes allow them to save time (95%), followed by they are treated in a professional manner by 91 Express Lanes customer service (94%), their billing statements are accurate (94%), and the Lanes are a fast way to travel (94%). Although still very high levels of agreement, fewer customers agreed that the tolls they pay are used to help improve the 91 Freeway (76%), the convenience received from using the 91 Express Lanes is worth the cost (79%), and using the Lanes creates less wear and tear on their vehicle (84%). Table 4 displays the percentage of respondents in each study year (2014 and 2011) who stated they agreed that the Lanes meet the indicated performance standard, as well as the difference between the study results in the far right column. When compared to 2011, there was a statisti- cally significant increase in 2014 in the percentage of customers who agreed with the following statements: It is easy to get in touch with a 91 Express Lanes customer service representative when needed, and If you have an issue, 91 Express Lanes customer service responds in a timely manner. There was also a significant decline in the percentage of customers who agreed that the tolls they pay are used to help improve the State Route 91 Freeway. 2014 2011 Convenience received from 91 Express Lanes is worth the cost 82.2 81.2 +1.0 You save time when using the 91 Express Lanes 95.7 94.9 +0.8 Can reliably estimate travel times when using 91 Express Lanes 80.1 79.4 +0.6 The 91 Express Lanes is a fast way to travel 93.0 92.7 +0.3 Easy to get in touch with customer service representative 70.2 70.8 -0.6 The tolls you pay are used to help improve the 91 Freeway 59.9 60.6 -0.6 Your billing statements are accurate 88.6 89.6 -1.0 91 Express Lanes toll road is well maintained, in good condition 88.1 89.3 -1.2 If you have issue, customer service responds in a timely manner 74.1 76.0 -1.9 The 91 Express Lanes is a safe way to travel 83.9 86.4 -2.5 It's less stressful when using the 91 Express Lanes 85.4 88.3 -2.9† You are treated professionally by customer service 75.3 79.0 -3.7† Less wear and tear on your vehicle using 91 Express Lanes 60.4 66.1 -5.8† Study Year Difference in Extremely + Very Important Opin i o n s o f 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 39OCTA. . . . . . . . . . . . . . . . Question 22 Do you agree or disagree that:_____? FIGURE 40 AGREEMENT WITH 91 EXPRESS LANES ASPECTS TABLE 4 AGREEMENT WITH 91 EXPRESS LANES ASPECTS BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 33.3 43.4 38.8 37.4 46.1 50.2 50.6 45.9 56.8 53.0 60.4 56.4 63.2 42.8 35.5 45.6 47.9 41.2 40.6 41.7 46.5 35.9 40.8 33.5 37.5 32.2 0 10 20 30 40 50 60 70 80 90 100 The tolls you pay are used to help improve the 91 Freeway [82%] Convenience received from 91 Express Lanes is worth the cost [97%] Less wear and tear on your vehicle using 91 Express Lanes [90%] Can reliably estimate travel times when using 91 Express Lanes [96%] Easy to get in touch with customer service representative [87%] If you have issue, customer service responds in a timely manner [84%] 91 Express Lanes toll road is well maintained, in good condition [98%] The 91 Express Lanes is a safe way to travel [97%] It's less stressful when using the 91 Express Lanes [98%] The 91 Express Lanes is a fast way to travel [99%] Your billing statements are accurate [95%] You are treated professionally by customer service [86%] You save time when using the 91 Express Lanes [99%] % Customers Who Provided Opinion Strongly agree Somewhat agree 2014 2011 Easy to get in touch with customer service representative 87.4 80.1 +7.3† If you have issue, customer service responds in a timely manner 90.8 86.9 +3.9† The 91 Express Lanes is a safe way to travel 92.3 91.5 +0.9 Convenience received from 91 Express Lanes is worth the cost 78.9 78.5 +0.4 You are treated professionally by customer service 94.0 93.7 +0.3 It's less stressful when using the 91 Express Lanes 92.7 93.2 -0.5 Can reliably estimate travel times when using 91 Express Lanes 85.3 86.3 -1.0 Your billing statements are accurate 93.9 95.2 -1.3 You save time when using the 91 Express Lanes 95.4 96.8 -1.4 Less wear and tear on your vehicle using 91 Express Lanes 84.4 86.2 -1.8 91 Express Lanes toll road is well maintained, in good condition 92.3 94.3 -2.0 The 91 Express Lanes is a fast way to travel 93.7 95.7 -2.0 The tolls you pay are used to help improve the 91 Freeway 76.1 81.0 -5.0† Study Year Difference in Agreement Perf o r m a n c e N e e d s & P r i o r i t i e s True North Research, Inc. © 2014 40OCTA. . . . . . . . . . . . . . . . P E R F O R M A N C E N E E D S & P R I O R I T I E S With a measure of the importance of a service standard to customers as well as a measure of customers’ satisfaction with the 91 Express Lanes’ performance in meeting the standards, True North is able to examine the relationship between these two dimensions and identify service areas where OCTA has the greatest opportunities to improve overall customer satisfaction—as well as identify for which service standards the Lanes are meeting, and even exceeding, the vast majority of customers’ needs. Rather than rely on sample averages to conduct this analysis, True North has developed and refined an individualized approach to identifying priorities that is built on the recognition that opinions will vary from customer to customer, and that understanding this variation is required for assessing how well the 91 Express Lanes is meeting the needs of its customers.7 Table 5 presents a two-dimensional space, or grid, based on the importance and agreement scales. The horizontal axis corresponds to the four importance response options, whereas the vertical scale corresponds to the four agreement (satisfaction) response options. The 16 cells within the grid are grouped into one of six categories based on how well the Lanes is meeting, or not meeting, a customer’s needs for a particular service standard. The six groups are as follows: Exceeding Needs The Lanes is exceeding a respondent’s needs if a respondent is satisfied and the level of expressed agreement (satisfaction) is higher than the importance the respondent assigned to the standard. Meeting Needs, Moder- ately The Lanes is moderately meeting a respondent’s needs if the respondent is satisfied and the level of agreement (satisfaction) is commensurate with the level of importance assigned to the standard. Meeting Needs, Margin- ally The Lanes is marginally meeting a respondent’s needs if the respondent agrees that the Lanes is meeting a service standard, but their level of agreement is lower than the level of importance assigned to the stan- dard. Not Meeting Needs, Mar- ginally The Lanes is marginally not meeting a respondent’s needs if the respon- dent disagrees somewhat that the standard is being met, but the service standard is also viewed as just somewhat or not at all important. Not Meeting Needs, Mod- erately The Lanes is moderately not meeting a respondent’s needs if a) a respon- dent strongly disagrees that a standard is being met, but the service is viewed as just somewhat or not at all important, or b) a respondent somewhat disagrees that a standard is being met and the standard is viewed as very important. 7. Any tool that relies solely on the opinions of the average respondent will provide a limited and occasionally somewhat distorted picture of how well an agency or facility is performing. OCTA’s customers are not com- prised entirely of average customers—the group is comprised of unique individuals who will vary substan- tially in their opinions of the 91 Express Lanes performance in different service areas. Thus, although the arithmetic average of these individuals’ opinions is a useful statistic, it does not capture the variation in opinions that occurs among customers—it is this variation that is critical for assessing how well the Lanes is meeting the needs of its customers. Thus, True North conducts the priority analysis at the individual respon- dent level, rather than at an aggregated level using the average of customer’s opinions. Perf o r m a n c e N e e d s & P r i o r i t i e s True North Research, Inc. © 2014 41OCTA. . . . . . . . . . . . . . . . Not Meeting Needs, Severely The Lanes is severely not meeting a respondent’s needs if a) a respon- dent disagrees that a standard is being met and the service standard is viewed as extremely important, or b) a respondent is strongly disagrees that a standard is being met and the standard is viewed as very impor- tant. TABLE 5 NEEDS & PRIORITY MATRIX Using this framework, True North categorized respondents individually for each of the 13 service standards tested. For example, a respondent who indicated that saving time when using the 91 Express Lanes was somewhat important and they strongly agreed that they do save time when using the Lanes would be categorized in the exceeding needs group for this service standard. The same respondent may be grouped in the marginally not meeting needs group for another service standard if they somewhat disagreed that the Lanes were meeting the service standard, but the standard was viewed as only somewhat important. Figure 41 on the next page presents each of the 13 service standards, along with the percentage of respondents grouped into each of the six possible categories. For ease of interpretation, the color-coding in Figure 41 is consistent with that presented in Table 5. For example, for the ser- vice standard The tolls you pay are used to help improve the 91 Freeway, the Lanes is exceeding the needs of 4% of customers, moderately meeting the needs of 46% of customers, marginally meeting the needs of 27% of customers, marginally not meeting the needs of 10% of customers, moderately not meeting the needs of 8% of customers, and severely not meeting the needs of 5% of customers. The most striking pattern in the figure is that the 91 Express Lanes is meeting the expectations of at least 77% of customers for every service standard tested, and at least 92% of customers for the majority of standards tested. Operating from the management philosophy that—all other things being equal—OCTA should focus on improving service standards that have the highest percentage of customers for which the Lanes is currently not meeting their needs, the standards have been sorted by order of prior- ity. Thus, increasing the perceived use of tolls to improve the 91 Freeway is the top priority, fol- lowed by improving the relationship between the perceived convenience and cost of the Lanes, Not at all important Somewhat important Very important Extremely important Strongly agree Exceeding needs Exceeding needs Meeting needs, moderately Meeting needs, moderately Somewhat agree Exceeding needs Meeting needs, moderately Meeting needs, marginally Meeting needs, marginally Somewhat disagree Not meeting needs, marginally Not meeting needs, marginally Not meeting needs, moderately Not meeting needs, severely Strongly disagree Not meeting needs, moderately Not meeting needs, moderately Not meeting needs, severely Not meeting needs, severely Importance Ag r e e m e n t Perf o r m a n c e N e e d s & P r i o r i t i e s True North Research, Inc. © 2014 42OCTA. . . . . . . . . . . . . . . . improving customers’ understanding that the Lanes creates less wear and tear on their vehicle, and improving the reliability of travel times when using the Lanes. FIGURE 41 CUSTOMER SERVICE NEEDS PERCEIVED TIME-SAVINGS WHEN USING 91 EXPRESS LANES Given the impor- tance that customers assign to time-savings when using the 91 Express Lanes, the survey sought to gauge the amount of time that customers perceive they are saving when they use the Lanes. Question 23 inquired about the time they save for a typical one-way trip during morning rush hour, whereas Question 24 referenced the afternoon rush hour period. Question 23 About how much time do you think you save for a typical one-way trip during the morning rush hour when you travel on the 91 Express Lanes? FIGURE 42 TIME SAVED IN A TYPICAL ONE-WAY TRIP DURING MORNING RUSH HOUR BY STUDY YEAR 1 3 5 1 3 2 3 3 5 3 7 2 4 64 62 60 56 62 54 54 56 54 47 52 48 46 30 29 29 37 28 37 36 32 29 36 26 31 27 8 1 2 2 2 3 4 5 4 5 8 2 3 3 3 5 6 3 9 5 1 3 2 3 1 10 6 4 2 2 2 2 2 1 2 2 2 2 3 0 10 20 30 40 50 60 70 80 90 100 You save time when using the 91 Express Lanes Your billing statements are accurate You are treated professionally by customer service The 91 Express Lanes is a fast way to travel It's less stressful when using the 91 Express Lanes The 91 Express Lanes is a safe way to travel 91 Express Lanes toll road is well maintained, in good condition If you have issue, customer service responds in a timely manner Easy to get in touch with customer service representative Can reliably estimate travel times when using 91 Express Lanes Less wear and tear on your vehicle using 91 Express Lanes Convenience received from 91 Express Lanes is worth the cost The tolls you pay are used to help improve the 91 Freeway % Customers Who Provided Opinion Exceeding needs Meeting needs moderately Meeting needs marginally Not meeting needs marginally Not meeting needs moderately Not meeting needs severely 8.0 17.3 15.7 10.7 39.1 8.4 8.7 12.2 19.6 15.5 8.5 35.3 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Prefer not to answer Not sure Do not use during these times 35 or more minutes 25 to 34 minutes 15 to 24 minutes Less than 15 minutes Perf o r m a n c e N e e d s & P r i o r i t i e s True North Research, Inc. © 2014 43OCTA. . . . . . . . . . . . . . . . Among all customers surveyed, 35% indicated that they do not use the 91 Express Lanes during the morning rush hour period, and an additional 8% indicated they were not sure about their time-savings. Among the remaining customers, 12% indicated they save less than 15 minutes, 20% reported a perceived time savings of 15 to 24 minutes, 16% felt they save between 25 and 34 minutes, whereas 9% perceived that they save 35 minutes or more per one-way trip. Among all customers who reported a perceived time savings, the average perceived time savings when using the 91 Express Lanes during morning rush hour was 23.61 minutes in 2014, which is significantly lower than the 27.58 minutes recorded in 2011. Figure 43 also shows how the per- ceived time savings varied by year, whether customers were generally satisfied or dissatisfied with their experiences using the 91 Express Lanes, and county of residence. It is noteworthy that customers who were generally dissatisfied with the 91 Express Lanes perceived a substantially smaller time savings when compared to customers who were generally satisfied. FIGURE 43 AVERAGE TIME SAVE IN A TYPICAL ONE-WAY TRIP DURING MORNING RUSH HOUR BY STUDY YEAR, SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. With respect to the afternoon rush hour period, customers perceived that their time savings when using the 91 Express Lanes was even greater. Among all customers surveyed, 15% indi- cated that they do not use the 91 Express Lanes during the morning rush hour period, and an additional 11% indicated they were not sure about their time-savings. Among the remaining cus- tomers, 8% indicated they save less than 15 minutes, 25% reported a perceived time savings of 15 to 24 minutes, 21% felt they save between 25 and 34 minutes, whereas 20% perceived that they save 35 minutes or more per one-way trip. Among all customers who reported a perceived time savings in 2014, the average perceived time savings when using the 91 Express Lanes during the afternoon rush hour was 29.36 minutes, significantly shorter than the 34.24 minutes reported in 2011. Once again, customers who were generally dissatisfied with the 91 Express Lanes perceived a substantially smaller time savings when compared to customers who were generally satisfied (see Figure 45). 28.80 24.30 28.48 21.76 28.12 26.89 27.41 29.24 23.61† 27.58 23.10 27.40 0 5 10 15 20 25 30 35 40 2014 2011 2009 2007 2006 2005 Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino Study Year Satisfaction With 91 Express Lanes (Q19) County of Residence Av e r a g e M i n u t e s S a v e d o n O n e - W a y Mo r n i n g R u s h H o u r C o m m u t e Perf o r m a n c e N e e d s & P r i o r i t i e s True North Research, Inc. © 2014 44OCTA. . . . . . . . . . . . . . . . Question 24 About how much time do you think you save for a typical one-way trip during the afternoon rush hour when you travel on the 91 Express Lanes? FIGURE 44 TIME SAVE ON TYPICAL ONE WAY DURING AFTERNOON RUSH HOUR BY STUDY YEAR FIGURE 45 AVERAGE TIME SAVE ON TYPICAL ONE-WAY DURING AFTERNOON RUSH HOUR BY STUDY YEAR, SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 4.3 19.6 22.1 24.9 20.2 10.7 8.4 8.3 24.6 21.0 20.4 14.5 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Prefer not to answer Not sure Do not use during these times 35 or more minutes 25 to 34 minutes 15 to 24 minutes Less than 15 minutes 38.40 29.50 34.88 28.08 34.80 31.70 34.63 34.77 29.36† 34.24 34.50 38.70 0 5 10 15 20 25 30 35 40 2014 2011 2009 2007 2006 2005 Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino Study Year Satisfaction With 91 Express Lanes (Q19) County of Residence Av e r a g e M i n u t e s S a v e d o n O n e - W a y Aft e r n o o n R u s h H o u r C o m m u t e Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 45OCTA. . . . . . . . . . . . . . . . I M P R O V E M E N T S T O 9 1 E X P R E S S L A N E S The prior two sections of this report focused on profiling customers’ use of the 91 Express Lanes as well as how well their needs are currently being met by the Lanes across a variety of perfor- mance dimensions. Beginning with Question 25, however, the survey became more future ori- ented, addressing potential improvements and policy changes related to the 91 Express Lanes. ADDITIONAL ACCESS POINTS The opening question in this series asked customers whether they generally support or oppose creating more access points at which you can get in/ out of the 91 Express Lanes in Orange County. Question 25 Do you support or oppose creating more points at which you can get in/out of the 91 Express Lanes in Orange County? FIGURE 46 SUPPORT FOR CREATING POINTS IN AND OUT OF 91 EXPRESS LANES As shown in Figure 46, opinions were divided on this issue. Approximately half (48%) of customers supported creating additional entrance/exit points for the Lanes in Orange County, whereas 38% opposed creat- ing more access points and 14% were unsure or preferred not to share their opinion. Figure 47 displays how sup- port for creating additional access points to the Lanes in Orange County varied by frequency of using the Lanes, years using the Lanes, and county of residence. FIGURE 47 SUPPORT FOR CREATING POINTS IN AND OUT OF 91 EXPRESS LANES BY DAYS PER MONTH USING 91 EXPRESS LANES, YEARS USING 91 EXPRESS LANES & COUNTY OF RESIDENCE Prefer not to answer 0.3 Oppose creating additional entrance/exit points 38.3 Support creating additional entrance/exit points 47.6 Not sure 13.8 46.6 52.5 46.8 52.6 45.4 43.4 52.9 47.4 46.6 35.8 49.6 49.1 51.2 0 10 20 30 40 50 60 Less than 3 3 to 4 5 to 9 10 to 19 20 or more Less than 2 3 to 4 5 to 7 8 or more Los Angeles Orange Riverside San Bernardino Days Per Month Using 91 Express Lanes (Q5) Years Using 91 Express Lanes (Q1) County of Residence % C u s t o m e r s T h a t S u p p o r t C r e a t i n g Ad d i t i o n a l E n t r a n c e / E x i t P o i n t s Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 46OCTA. . . . . . . . . . . . . . . . Customers who indicated that they supported or opposed creating more access points for the 91 Express Lanes were next asked if there was a particular reason for their position. Question 26 was posed in an open-ended manner, which allowed customers to explain their reasoning in their own words without being prompted or constrained by a particular list of options. True North later reviewed the verbatim responses and grouped them into the categories shown in Fig- ure 48. Reasons that were offered for opposing additional access points are represented by red bars, whereas reasons for supporting additional access points are denoted by green bars. Customers who supported creating additional access points for the Lanes in Orange County cited additional convenience as their primary reasoning (45%), whereas opponents cited con- cerns about increased traffic congestion (61%) and safety issues (36%) as their main reasons for opposing additional access points. Question 26 Is there a particular reason why you <support/oppose> creating more access points for the 91 Express Lanes in Orange County? FIGURE 48 REASONS FOR SUPPORT, OPPOSE CREATING MORE ACCESS POINT FOR 91 EXPRESS LANES EXTENSION OF 91 EXPRESS LANES One of the improvements that OCTA is in the pro- cess of making to Orange County’s transportation system is extending the 91 Express Lanes east to connect with Interstate 15. This survey presented an opportunity to ask existing custom- ers whether they would use this new section of the Lanes once it is completed. Figure 49 demon- strates that the vast majority of existing customers (82%) anticipate that they would use the new section of the Lanes, whereas 8% expected that they would not use the new section, and 10% were unsure or unwilling to share their opinion. 0.0 0.0 0.0 0.0 7.0 0.0 1.8 35.5 6.2 60.7 1.7 2.3 3.5 5.0 0.0 5.7 4.8 0.9 35.0 45.0 0.5 0.7 0 10 20 30 40 50 60 70 Save money by exiting sooner Increased safety Save time, faster commute Useful for emergency purposes No need for additional access points Reduced traffic congestion Want Express Lanes extended with more access points Safety concerns Not sure / No particular reason More convenient Express Lanes access, exits Increased traffic congestion % Customers Who Provided Opinion About Creating Additional Entrance/Exit Points Support Oppose Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 47OCTA. . . . . . . . . . . . . . . . Question 27 Construction has begun to extend the 91 Express Lanes east to Interstate 15. Once completed, would you use this new section of the 91 Express Lanes? FIGURE 49 WOULD USE NEW SECTION OF 91 EXPRESS LANES BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. For the interested reader, Figures 50 and 51 show how expected use of the extended section of the 91 Express Lanes varied by monthly use of the Lanes, the number of trips customers cur- rently make during rush hour periods, trip purposes, overall satisfaction with the Lanes, and county of residence. FIGURE 50 WOULD USE NEW SECTION OF 91 EXPRESS LANES BY DAYS PER MONTH USING 91 EXPRESS LANES & TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR 80.6 11.4 7.8 Yes, would use 82.4 Would not use 7.5† Not sure 10.0 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s 78.7 88.5 80.9 77.7 77.678.280.3 90.588.1 0 10 20 30 40 50 60 70 80 90 100 Less than 3 3 to 4 5 to 9 10 to 19 20 or more None 1 to 2 3 to 6 More than 6 Days Per Month Using 91 Express Lanes (Q5) Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) % C u s t o m e r s T h a t W o u l d U s e E x p r e s s La n e s E x t e n s i o n t o I - 1 5 Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 48OCTA. . . . . . . . . . . . . . . . FIGURE 51 WOULD USE NEW SECTION OF 91 EXPRESS LANES BY 91 EXPRESS LANES USE, SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE Customers who anticipated using the extended section of the 91 Express Lanes in the future were also asked if they expected to use the new section when traveling both directions, or just east or west. Figure 52 combines the answers to Questions 27 and 28 to profile the expected use of the new section of the Lanes among all customers. Overall, 73% of existing customers anticipated using the extended section of the 91 Express Lanes in both directions, 6% expected to the use the section only when traveling east, 2% anticipated using the new section only when traveling west, whereas 18% did not expect to use the extension and 1% were unsure. Figures 53 and 54 on the next page show how anticipated use of the 91 Express Lanes extension varied across key customer subgroups. Question 28 Would you use it when traveling both directions, or just east or west? FIGURE 52 USE OF NEW SECTION OF 91 EXPRESS LANES 84.0 64.9 96.2 86.3 79.9 77.278.6 80.7 83.4 83.2 0 10 20 30 40 50 60 70 80 90 100 Work commute School commute Shop, recreation VIsit friends Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino 91 Express Lanes Use (Q12) Satisfaction With 91 Express Lanes (Q19) County of Residence % C u s t o m e r s T h a t W o u l d U s e E x p r e s s La n e s E x t e n s i o n t o I - 1 5 71.6 6.11.4 19.4 73.3 5.52.2 17.6 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure Would not use West East Both directions Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 49OCTA. . . . . . . . . . . . . . . . FIGURE 53 USE OF NEW SECTION OF 91 EXPRESS LANES BY DAYS PER MONTH USING 91 EXPRESS LANES & TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR FIGURE 54 USE OF NEW SECTION OF 91 EXPRESS LANES BY 91 EXPRESS LANES USE, SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE SUPPORT FOR 91 EXPRESS LANES - 241 DIRECT CONNECT In addition to extend- ing the 91 Express Lanes, OCTA is also considering a direct connection between the 91 Express Lanes and the 241 toll road. After briefly describing the potential project, Question 29 of the sur- vey asked respondents whether they support or oppose plans to build this connection, or if they have no opinion either way. Just over one-third (35%) of 91 Express Lanes customers indicated that they did not have an opin- ion about the proposed direct connection between the Lanes and the 241 toll road (see Figure 55 on the next page). Among those with an opinion, however, the results were decidedly positive, with supporters outnumbering opponents more than eight to one (8:1). Overall, 57% of custom- ers indicated that they support the proposed direct connection between the 91 Express Lanes and the 241 toll road, compared to just 7% who opposed the project. 68.3 82.0 70.9 63.6 63.4 5.2 3.1 6.7 9.7 10.0 2.9 2.6 2.9 1.6 2.4 2.2 67.271.1 80.981.8 6.7 5.0 8.2 3.0 3.62.41.3 0 10 20 30 40 50 60 70 80 90 100 Less than 3 3 to 4 5 to 9 10 to 19 20 or more None 1 to 2 3 to 6 More than 6 Days Per Month Using 91 Express Lanes (Q5) Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) % C u s t o m e r s West East Both directions 75.2 53.3 83.7 83.4 66.6 67.7 5.2 8.8 2.7 7.9 6.5 66.4 71.3 77.7 77.4 7.9 3.73.4 5.0 0 10 20 30 40 50 60 70 80 90 100 Work commute School commute Shop, recreation VIsit friends Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino 91 Express Lanes Use (Q12) Satisfaction With 91 Express Lanes (Q19) County of Residence % C u s t o m e r s West East Both directions Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 50OCTA. . . . . . . . . . . . . . . . Question 29 There is a study underway for a future direct connection between the 91 Express Lanes and the 241 toll road. Do you support or oppose building this connection, or do you have no opinion either way? FIGURE 55 SUPPORT OF CONNECTION TO 241 TOLL ROAD BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. The strong levels of support for building the 91 Express Lanes-241 toll road direct connection found among customers overall were also found within all of the key customer subgroups. As shown in Figures 56 and 57, there was not a single customer subgroup for which supporters of the project outnumbered opponents by less than 3 to 1. FIGURE 56 SUPPORT OF CONNECTION TO 241 TOLL ROAD BY YEARS USING 91 EXPRESS LANES & DAYS PER MONTH USING 91 EXPRESS LANES 40.2 13.8 4.83.4 35.3 35.1 38.2 18.8† 3.83.4 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Strongly oppose Somewhat oppose Somewhat support Strongly support 36.0 37.8 35.5 45.5 38.4 14.1 18.2 22.7 20.5 20.53.2 3.6 3.5 4.1 3.8 2.3 2.6 4.8 7.67.1 0.3 2.7 3.5 6.0 2.2 3.7 2.3 3.5 38.1 45.7 40.1 31.7 40.2 39.6 35.2 25.5 29.8 40.133.433.637.2 16.5 20.4 19.8 14.3 0 10 20 30 40 50 60 70 80 90 100 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s Prefer not to answer Not sure Strongly oppose Somewhat oppose Somewhat support Strongly support Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 51OCTA. . . . . . . . . . . . . . . . FIGURE 57 SUPPORT OF CONNECTION TO 241 TOLL ROAD BY SATISFACTION WITH 91 EXPRESS LANES, EMPLOYED FULL TIME & COUNTY OF RESIDENCE TOLL CHARGE STRATEGY One of the challenges in establishing a toll charge for the 91 Express Lanes is that the price will dictate, to some degree, the level of use. Set the fee too high and customers will use the Lanes less frequently, possibly lowering the overall revenues to OCTA and leaving unused capacity. On the other hand, if the fee is set too low, too many customers may choose to use the 91 Express Lanes and create congestion, in which case customers will not receive the key benefits they seek (saving time/avoiding traffic) when they decide to use the Lanes. Although OCTA realizes the relationship between the amount of the toll charge, use of the Lanes, and the state of congestion, the survey presented an opportunity to gauge customers’ opinions on this matter. Question 30 first informed customers that the toll charge on the 91 Express Lanes is set so that traffic is free flowing—and that if the fee is set too low, it will lead to traffic congestion. All customers were next asked if they favor this policy of maintaining free flow driving conditions in the Express Lanes, even it if means paying a higher toll at times? Overall, a majority (55%) of 91 Express Lanes customers indicated that they support the policy of setting the toll charge high enough to keep traffic free flowing, whereas 30% opposed this policy and 15% were unsure or unwilling to share their opinion (see Figure 58). Although most sub- groups clearly supported the policy of setting the toll charge high enough to keep traffic free flowing, it is worth noting that support tended to diminish as frequency of use increased. More- over, customers who were generally dissatisfied with their experiences using the 91 Express Lanes were the one subgroup that opposed the policy (see Figures 59 & 60). 22.9 32.6 41.3 42.5 12.8 18.5 19.6 17.8 2.8 14.2 4.7 1.5 1.9 5.1 4.2 0.83.6 1.4 4.3 1.4 6.3 1.9 3.6 1.0 35.9 28.2 30.8 46.9 56.2 40.2 30.7 37.9 38.4 36.2 39.0 35.0 18.8 14.0 20.919.3 0 10 20 30 40 50 60 70 80 90 100 Satisfied Dis- satisfied Yes No Los Angeles Orange Riverside San Bernardino Satisfaction With 91 Express Lanes (Q19) Employed Full Time (QD3) County of Residence % C u s t o m e r s Prefer not to answer Not sure Strongly oppose Somewhat oppose Somewhat support Strongly support Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 52OCTA. . . . . . . . . . . . . . . . Question 30 The toll charge on the 91 Express Lanes is set so that traffic is free flowing. If the toll charge is set too low, it will lead to traffic congestion. Do you favor this policy of maintaining free flow driving conditions in the Express Lanes, even if it means paying a higher toll at times? FIGURE 58 OPINION OF VARIABLE TOLL BY STUDY YEAR FIGURE 59 OPINION OF VARIABLE TOLL BY YEARS USING 91 EXPRESS LANES & DAYS PER MONTH USING 91 EXPRESS LANES 55.6 27.9 15.3 Yes, favor 55.0 Do not favor 30.3 Not sure 12.1 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s 62.3 64.8 52.0 50.7 52.6 23.9 30.3 34.0 33.1 47.8 44.6 61.0 56.9 36.9 35.4 24.1 29.5 27.2 0 10 20 30 40 50 60 70 80 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s Yes, favor Do not favor Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 53OCTA. . . . . . . . . . . . . . . . FIGURE 60 OPINION OF VARIABLE TOLL BY TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR, SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE IMPACT OF TOLL CHARGE ON TRAVEL TIME The next question in this series asked customers whether they would alter their daily travel schedule to avoid rush hour periods if the toll for using the 91 Express Lanes was lower just before and after rush hour. As shown in Figure 61, nearly half (47%) of customers in 2014 stated that they would alter their travel schedule to realize the savings, whereas 37% indicated that they would not alter their travel behavior and 16% were unsure or unwilling to share their opinion. When compared to 2011, there was a statis- tically significant decline in the proportion of customers who were willing to alter their travel schedule to realize cost savings. Question 31 Would you be willing to alter your daily travel schedule to avoid rush hour if the toll for using the 91 Express Lanes was lower just before and after rush hour? FIGURE 61 WILLING TO AVOID RUSH HOUR TO PAY LOWER TOLL BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 57.6 28.5 70.5 59.3 51.0 61.3 27.3 18.1 26.3 34.7 20.0 45.2 55.0 61.959.3 60.7 36.8 30.7 25.027.3 0 10 20 30 40 50 60 70 80 None 1 to 2 3 to 6 More than 6 Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) Satisfaction With 91 Express Lanes (Q19) County of Residence % C u s t o m e r s Yes, favor Do not favor 53.5 37.0 8.6 Yes, willing 46.9† Not willing 36.7 Not sure 16.2† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s W h o U s e 9 1 E x p r e s s L a n e s Mo n t o F r i D u r i n g R u s h H o u r Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 54OCTA. . . . . . . . . . . . . . . . A willingness to change one’s travel schedule bore a strong relationship to certain customer characteristics, including the number of trips they typically make during rush hour, their overall level of satisfaction with the 91 Express Lanes, and county of residence (see Figures 62 & 63). When compared to their respective counterparts, customers who currently make fewer rush hour trips on the 91 Express Lanes per month (less than 6), customers who were dissatisfied with their overall experiences when using the Lanes, and residents of San Bernardino County were the most likely to anticipate changing their travel schedule in response to this tolling strategy. FIGURE 62 WILLING TO AVOID RUSH HOUR TO PAY LOWER TOLL BY YEARS USING 91 EXPRESS LANES & TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR FIGURE 63 WILLING TO AVOID RUSH HOUR TO PAY LOWER TOLL BY SATISFACTION WITH 91 EXPRESS LANES & COUNTY OF RESIDENCE 48.7 50.2 35.133.7 46.045.747.646.5 52.5 36.638.034.937.2 31.9 0 10 20 30 40 50 60 70 80 Less than 2 3 to 4 5 to 7 8 or more 1 to 2 3 to 6 More than 6 Years Using 91 Express Lanes (Q1) Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) % C u s t o m e r s W h o U s e 9 1 E x p r e s s L a n e s Mo n t o F r i D u r i n g R u s h H o u r Yes, willing Not willing 47.7 54.3 36.9 45.3 59.5 25.1 48.1 37.2 32.3 40.7 33.3 34.9 0 10 20 30 40 50 60 70 80 Satisfied Dis- satisfied Los Angeles Orange Riverside San Bernardino Satisfaction With 91 Express Lanes (Q19) County of Residence % C u s t o m e r s W h o U s e 9 1 E x p r e s s L a n e s Mo n t o F r i D u r i n g R u s h H o u r Yes, willing Not willing Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 55OCTA. . . . . . . . . . . . . . . . TIME-OF-DAY VS. DYNAMIC PRICING Toll charges for the 91 Express Lanes are cur- rently based on the day, time, and direction of travel. Using this time-of-day pricing methodol- ogy, times typically associated with higher congestion levels are tolled the highest, whereas times that generally exhibit lower congestion levels are tolled at a lower rate. Toll charges are evaluated quarterly. In contrast, an alternative approach to setting tolls is known as dynamic pricing, where toll charges are based on real-time traffic conditions and can change every few minutes, depending on the level of congestion in the toll lanes. Toll charges will be higher when there is more traffic and lower when there is less traffic. After describing the alternative tolling methodologies, Question 32 simply asked customers to identify which approach they preferred for the 91 Express Lanes. As shown in Figure 64, custom- ers were rather evenly split with 45% preferring time-of-day pricing, 42% preferring a switch to dynamic pricing, and 13% unsure or unwilling to share their opinion. The close split in tolling methodology preferences among all customers was generally exhibited at the subgroup level as well, with the exception of dissatisfied customers and high income ($200,000 annually or more) customers who strongly preferred a switch to dynamic pricing (see Figures 65 & 66). Question 32 Toll charges for the 91 Express Lanes are based on the day, time, and direction of travel. Times with higher congestion levels are tolled the highest; times with lower congestion levels are tolled at a lower rate. Toll charges are evaluated quarterly and adjusted up or down only when traffic volumes in the toll lanes meet certain trigger points. When and if an adjust- ment is made, those toll charges stay in effect for six months. This method is known as time of day pricing. Dynamic pricing is a different way of determining toll prices. With dynamic pricing, toll charges are based on real-time traffic conditions and can change every few minutes, depend- ing on the level of congestion in the toll lanes. Toll charges will be higher when there is more traffic and lower when there is less traffic.Which of these options do you prefer? FIGURE 64 OPINION OF PREFERENCE FOR TOLL CHARGES Not sure 11.0 Current method of time of day pricing 45.0 Dynamic pricing 42.3 Prefer not to answer 1.7 Imp r o v e m e n t s t o 9 1 E x p r e s s L a n e s True North Research, Inc. © 2014 56OCTA. . . . . . . . . . . . . . . . FIGURE 65 OPINION OF PREFERENCE FOR TOLL CHANGES BY YEARS USING 91 EXPRESS LANES, TRIPS ON 91 EXPRESS LANES, MON TO FRI RUSH HOUR & SATISFACTION WITH 91 EXPRESS LANES FIGURE 66 OPINION OF PREFERENCE FOR TOLL CHANGES BY COUNTY OF RESIDENCE & HOUSEHOLD INCOME 48.0 47.2 43.1 46.9 46.3 31.4 39.4 48.3 46.8 41.5 50.2 37.8 40.7 49.1 46.3 42.0 48.4 41.5 41.6 42.9 0 10 20 30 40 50 60 70 80 Less than 2 3 to 4 5 to 7 8 or more None 1 to 2 3 to 6 More than 6 Satisfied Dis- satisfied Years Using 91 Express Lanes (Q1) Trips on 91 Express Lanes, Mon to Fri Rush Hour (Q11) Satisfaction With 91 Express Lanes (Q19) % C u s t o m e r s Time of day pricing Dynamic pricing 49.0 43.9 52.6 41.9 48.7 36.739.4 38.5 48.5 42.1 57.5 48.4 44.543.845.6 38.241.142.143.642.9 0 10 20 30 40 50 60 70 80 Los Angeles Orange Riverside San Bernardino Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more County of Residence Household Income (QD7) % C u s t o m e r s Time of day pricing Dynamic pricing OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 57OCTA. . . . . . . . . . . . . . . . O C T A A N D C O M M U N I C A T I O N Among the key goals of this survey were to profile 91 Express Lanes customers’ awareness and opinions of OCTA’s management of the Lanes, identify which OCTA communications they rely on for information about the Lanes, as well as reveal their preferences with respect to future OCTA communications. The results to questions in these topic areas are presented in this section of the report. WERE YOU AWARE THAT OCTA MANAGES THE 91 EXPRESS LANES? The open- ing question in this series asked all customers whether, prior to taking the survey, they were aware that the 91 Express Lanes are owned and managed by OCTA. Overall, 84% of customers indicated that they were aware of this fact, whereas 15% stated that they did not know the Lanes were managed by OCTA, and 2% were unsure. When compared to 2011, customers exhibited a statistically significant increase in awareness of OCTA’s role in managing the Lanes. Question 33 Prior to taking this survey, were you aware that the 91 Express Lanes are owned and managed by the Orange County Transportation Authority - also known as OCTA? FIGURE 67 AWARE OF OCTA OWNS & MANAGES 91 EXPRESS LANES BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. Awareness of OCTA’s management role with respect to the 91 Express Lanes was also wide- spread. As shown in Figures 68 and 69 on the next page, at least two-thirds of customers in every identified subgroup indicated that they were aware that OCTA manages the 91 Express Lanes prior to taking the survey. 80.1 18.7 Yes, aware 83.5† Not aware 14.8† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s W h o U s e 9 1 E x p r e s s L a n e s Mo n t o F r i D u r i n g R u s h H o u r OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 58OCTA. . . . . . . . . . . . . . . . FIGURE 68 AWARE OF OCTA OWNS & MANAGES 91 EXPRESS LANES BY YEARS USING 91 EXPRESS LANES & DAYS PER MONTH USING 91 EXPRESS LANES FIGURE 69 AWARE OF OCTA OWNS & MANAGES 91 EXPRESS LANES BY SATISFACTION WITH 91 EXPRESS LANES, AGE & GENDER OPINIONS OF OCTA’S MANAGEMENT Regardless of their prior awareness of OCTA’s management role, all customers were next asked two performance-related questions about OCTA and its management of the 91 Express Lanes. The format of Question 34 was straightfor- ward: for each of the statements shown in truncated form at the bottom of Figure 70, customers were simply asked the extent to which they agreed or disagreed with the statement. Overall, more than eight-in-ten customers (85%) in 2014 agreed that OCTA does a good job com- municating with me about the 91 Express Lanes through newsletters, billing inserts, emails, signs and other methods. Although fewer customers agreed that OCTA is financially responsible when managing the 91 Express Lanes (71%), most of the remaining customers simply had no opinion. Just 7% of customers disagreed with the statement. 78.1 86.4 83.0 85.0 86.687.2 77.0 83.6 71.2 0 10 20 30 40 50 60 70 80 90 100 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s A w a r e T h a t O C T A Ow n s & O p e r a t e s 9 1 E x p r e s s L a n e s 81.7 91.1 85.3 87.4 79.276.773.4 86.583.3 0 10 20 30 40 50 60 70 80 90 100 Satisfied Dis- satisfied Under 35 35 to 44 45 to 54 55 to 64 65 and older Male Female Satisfaction With 91 Express Lanes (Q19) Age (QD2) Gender % C u s t o m e r s A w a r e T h a t O C T A Ow n s & O p e r a t e s 9 1 E x p r e s s L a n e s OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 59OCTA. . . . . . . . . . . . . . . . Question 34 Do you agree or disagree that:_____? FIGURE 70 AGREEMENT WITH STATEMENTS ABOUT OCTA † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. PREFERRED METHOD OF COMMUNICATION When asked how they prefer to receive information about the 91 Express Lanes, email was by far the most popular method among exist- ing customers (82%), followed by direct mail (44%). Electronic message signs, website, road signs, and text messages were also mentioned by 28%, 18%, 14% and 14% of customers, respec- tively (see Figure 71). For the interested reader, Table 6 displays the percentage of customers who preferred each communication method by year of study, whereas Table 7 shows how prefer- ences in 2014 varied by age and county of residence. 2.3 6.7 6.1 2.6 2.1 6.021.5 22.9 5.6 3.8 49.146.242.339.7 27.9 38.4†34.2 31.3 4.6† 3.0† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 2014 2011 Financially responsible Does good job communicating about Express Lanes Q32 OCTA . . . % C u s t o m e r s Prefer not to answer Not sure Strongly disagree Somewhat disagree Somewhat agree Strongly agree OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 60OCTA. . . . . . . . . . . . . . . . Question 35 How do you prefer to receive information about the 91 Express Lanes? Check your top three preferred methods. FIGURE 71 PREFERENCE FOR RECEIVING 91 EXPRESS LANE INFORMATION TABLE 6 PREFERENCE FOR RECEIVING 91 EXPRESS LANE INFORMATION BY STUDY YEAR 0.3 2.4 2.5 2.9 5.0 14.0 14.1 17.7 27.7 81.7 43.8 0 10 20 30 40 50 60 70 80 90 100 Facebook / Twitter Television Newspaper Mobile phone Radio Text message Road signs Website Electronic message signs Mail Email % Customers 2014 2011 2009 2007 Email 82 70 52 44 Mail 44 37 52 53 Electronic message sign 28 11 2 1 Website 18 7 5 2 Road signs 14 8 1 3 Text message 14 3 0 0 Radio 5 2 1 1 Mobile phone 3 1 1 1 Newspaper 2 3 1 2 Television 2 3 1 1 Study Year OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 61OCTA. . . . . . . . . . . . . . . . TABLE 7 PREFERENCE FOR RECEIVING 91 EXPRESS LANE INFORMATION BY AGE & COUNTY OF RESIDENCE Although most 91 Express Lanes customers have preferred to receive information about the Lanes via email, in past years they nevertheless also generally preferred to receive their billing statements via mail. As shown in Figure 72, however, this pattern changed significantly in 2014. Overall, 47% indicated they would prefer to receive their statement via email, 44% preferred mail, 4% preferred to be able to check their statement online, whereas 4% were unsure or unwilling to answer the question. Like communications in general, a preference for receiving billing state- ments electronically or by mail was related to respondent age (see Figure 73). Question 36 In the future, would you prefer to receive your billing statement through the mail, or would you prefer to receive it electronically by email or online? FIGURE 72 BILLING STATEMENT PREFERENCE BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. Under 35 35 to 44 45 to 54 55 to 64 65 and older Los Angeles Orange Riverside San Bernardino Email 87.8 87.8 81.2 80.2 78.3 93.3 75.7 81.2 86.7 Mail 30.6 35.2 41.4 48.0 53.4 40.2 51.8 43.4 34.0 Electronic message sign 27.8 20.4 27.9 32.0 29.5 27.2 20.7 28.5 35.3 Website 19.7 21.5 20.4 16.1 13.7 24.8 14.6 17.3 18.7 Road signs 22.8 16.2 13.9 10.8 11.2 7.6 13.0 14.7 16.3 Text message 16.7 15.9 15.8 12.3 12.2 13.8 16.1 14.1 7.7 Radio 5.3 6.5 3.4 6.2 3.5 1.9 6.5 4.6 9.3 Mobile phone 6.7 2.2 3.4 1.2 3.7 2.9 2.7 2.6 6.5 Newspaper 1.6 1.6 1.3 1.8 5.6 0.0 2.4 2.8 3.0 Television 0.8 4.9 2.8 2.0 1.2 1.9 0.3 2.8 4.8 Age (QD2) County of Residence 36.1 54.2 5.4 3.8 47.4† 43.7† 4.24.1 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Prefer not to answer Not sure Online Mail Email OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 62OCTA. . . . . . . . . . . . . . . . FIGURE 73 BILLING STATEMENT PREFERENCE BY AGE & COUNTY OF RESIDENCE MONTHLY TOLL CHARGES All customers were next asked to identify the approximate amount they spend per month on toll charges for using the 91 Express Lanes. Approximately one-third of customers indicated that they were unsure (30%) or preferred not to answer the question (5%). Among the remaining respondents, 11% reported spending $15 or less, 20% between $16 and $30, 13% between $31 and $50 per month, 12% between $51 and $100, and 10% offered that they spend more than $100 monthly. Question 37 Approximately how much do you spend per month on toll charges to use the 91 Express Lanes? Enter dollar amount in text box below. FIGURE 74 AVERAGE DOLLAR SPENT PER MONTH ON 91 EXPRESS LANES 36.5 55.2 45.3 48.9 57.7 57.9 42.9 51.6 46.5 33.6 5.5 3.5 5.6 1.9 3.1 Email 67.9 58.7 53.0 45.4 Mail 25.9 50.843.535.8 Online 6.2 3.8 4.6 8.7 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 and older Los Angeles Orange Riverside San Bernardino Age (QD2) County of Residence % C u s t o m e r s W h o P r o v i d e d O p i n i o n 18.7 20.0 9.6 10.8 7.9 29.5 30.4 10.6 19.4 13.2 12.2 9.9 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Prefer not to answer Not sure More than $100 $51 to $100 $31 to $50 $16 to $30 $15 or less OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 63OCTA. . . . . . . . . . . . . . . . Overall, the average total monthly toll charge reported by 91 Express Lanes customers surveyed in the 2014 study was $63.83, a statistically significant increase when compared to the 2011 fig- ure of $57.55 per month.8 Its also worth noting that customers who were dissatisfied with the 91 Express Lanes overall spend a considerably larger amount per month on average when com- pared to satisfied customers (see Figure 75). The monthly amount of money spent using the 91 Express Lanes was also higher among high-income households ($200,000+ annually) and among customers who reside in Riverside County (see Figure 76). FIGURE 75 AVERAGE DOLLAR SPENT PER MONTH ON 91 EXPRESS LANES BY STUDY YEAR, SATISFACTION WITH 91 EXPRESS LANES & YEARS USING 91 EXPRESS † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. FIGURE 76 AVERAGE DOLLAR SPENT PER MONTH ON 91 EXPRESS LANES BY HOUSEHOLD INCOME & COUNTY OF RESIDENCE 8. Prior to 2011, the reported monthly toll totals were much lower. True North double-checked the frequency of ridership in the 2011 survey sample against the actual toll charge frequency in the 91 Express Lanes cus- tomer database and they match closely. This suggest that perhaps the prior surveys were conducted with a sample that under-represented high-frequency users. Note that respondents to this study did report a higher frequency of trip-making on the 91 Freeway and 91 Express Lanes when compared to surveys prior to 2011. $25.15 $26.33 $60.48 $96.07 $60.18 $57.85 $63.81 $65.39 $28.60$28.30 $57.55 $63.83† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 2009 2007 2006 2005 Satisfied Dis- satisfied Less than 2 3 to 4 5 to 7 8 or more Study Year Satisfaction With 91 Express Lanes (Q19) Years Using 91 Express Lanes (Q1) Av e r a g e $ S p e n t P e r Mo n t h o n 9 1 E x p r e s s L a n e s $58.03 $89.85 $48.10 $58.36 $67.75 $57.13$56.93 $57.35 $52.45 $69.11 0 10 20 30 40 50 60 70 80 90 100 Less than $50K $50K to $74K $75K to $99K $100K to $149K $150K to $199K $200K or more Los Angeles Orange Riverside San Bernardino Household Income (QD7) County of Residence Av e r a g e $ S p e n t P e r Mo n t h o n 9 1 E x p r e s s L a n e s OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 64OCTA. . . . . . . . . . . . . . . . HOW DO YOU LEARN ABOUT TOLL CHARGE CHANGES? The final substantive question of the survey asked customers to identify how they generally learn about changes to the toll charges for using the 91 Express Lanes. As shown in Figure 77 below, customers were quite mixed in the ways they generally learn about toll charge changes, with 45% viewing the change on price signs along the 91 Express Lanes, one-quarter (25%) learning via billing state- ment inserts, 20% from email notifications, 5% via a website, and 1% from ‘other’ sources. When compared to the 2011 study, there was a statistically significant increase in the percentage of customers who generally find out about changes to toll charges from price signs along the Lanes, as well as a significant decrease in those who generally learn via email notifications. Question 38 How do you generally find out about changes to the toll charges for using the 91 Express Lanes? FIGURE 77 SOURCE FOR LEARNING ABOUT CHANGES TO 91 EXPRESS LANES TOLL CHANGES BY STUDY YEAR † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. For the interested reader, Figures 78 and 79 on the next page display how the sources that cus- tomers generally rely on for information about toll charge changes varied by the number of years they have used the 91 Express Lanes, number of days per month they typically use the Lanes, age, and county of residence. 34.2 24.4 26.2 3.8 4.0 5.0 44.8† 25.4 20.1† 4.7 6.5 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Not sure Other Website Email notifications Billing statement inserts Price signs on 91 OCT A a n d C o m m u n i c a t i o n True North Research, Inc. © 2014 65OCTA. . . . . . . . . . . . . . . . FIGURE 78 SOURCE FOR LEARNING ABOUT CHANGES TO 91 EXPRESS LANES TOLL CHANGES BY YEARS USING 91 EXPRESS LANES & DAYS PER MONTH USING 91 EXPRESS LANES FIGURE 79 SOURCE FOR LEARNING ABOUT CHANGES TO 91 EXPRESS LANES TOLL CHANGES BY AGE & COUNTY OF RESIDENCE 42.6 46.2 46.3 50.3 46.9 32.1 26.1 31.8 23.1 16.9 25.9 23.2 22.9 21.4 16.4 12.2 3.9 6.6 3.4 2.4 5.5 4.1 6.1 7.5 44.140.0 53.2 62.2 15.1 28.5 30.7 8.9 27.1 20.320.9 15.8 0 10 20 30 40 50 60 70 80 90 100 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1) Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s W h o P r o v i d e d O p i n i o n Other source Website Email notifications Billing statement inserts Price signs on 91 43.5 53.0 43.6 46.5 44.2 27.9 24.7 25.8 27.6 20.9 24.5 18.0 24.9 15.0 27.9 13.0 7.3 3.6 2.7 3.2 5.3 2.0 5.5 5.5 50.1 46.3 49.6 45.5 7.9 33.727.0 20.1 27.6 17.8 19.4 28.4 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 and older Los Angeles Orange Riverside San Bernardino Age (QD2) County of Residence % C u s t o m e r s W h o P r o v i d e d O p i n i o n Other source Website Email notifications Billing statement inserts Price signs on 91 Back g r o u n d & D e m o g r a p h i c s True North Research, Inc. © 2014 66OCTA. . . . . . . . . . . . . . . . B A C K G R O U N D & D E M O G R A P H I C S TABLE 8 DEMOGRAPHICS OF SAMPLE BY STUDY YEAR Table 8 presents the key demographic and background information that was collected during the survey inter- view. Because of the stratified probability-based sam- pling methodology used in creating the sample (see Methodology on page 67), the results shown are repre- sentative of current 91 Express Lanes customers who use the Lanes at least once per month on average. Although the primary motivation for collecting the back- ground and demographic information was to provide a better insight into how the results of the substantive questions of the survey vary by customer characteristics (see crosstabulations in Appendix A for a full breakdown of each question), the information is also valuable for understanding the current profile of 91 Express Lanes customers. 2014 2011 Total Respondents 1,349 1,000 Q1 Years using 91 Express Lanes Less than 1 2.6 3.9 1 to 2 8.0 7.9 3 to 4 10.2 11.6 5 to 7 15.8 19.6 8 or more 61.7 54.0 Not sure 1.7 3.0 Prefer not to answer 0.0 0.1 QD1 Gender Male 53.3 47.7 Female 43.4 51.0 Prefer not to answer 3.4 1.3 QD2 Age 18 to 24 0.9 1.0 25 to 34 7.3 6.5 35 to 44 16.0 13.0 45 to 54 29.0 23.2 55 to 64 26.1 25.2 65 and older 17.1 20.1 Prefer not to answer 3.7 10.9 QD3 Employment status Employed full time 69.7 60.5 Employed part time 6.6 6.4 Student 1.0 1.6 Homemaker 2.2 3.6 Retired 16.1 23.1 Between jobs 1.4 2.3 Prefer not to answer 3.0 2.5 QD4 Education level Less than high school 1.0 2.4 High school grad 7.6 10.4 Tech / Voc 5.2 3.5 Some college 27.0 28.0 College grad 32.5 26.5 Some grad school 3.5 4.1 Graduate degree 17.4 20.4 Prefer not to answer 5.8 4.7 QD5a OCTA’s OC Express bus service Yes, used 3.6 2.1 Have not used 95.1 95.5 Prefer not to answer 1.4 2.4 QD5b OCTA’s regular bus service Yes, used 11.9 9.0 Have not used 87.2 89.0 Prefer not to answer 0.9 2.0 QD5c Metrolink weekday service Yes, used 24.4 16.2 Have not used 75.1 81.6 Prefer not to answer 0.5 2.2 QD5d Metrolink weekend service Yes, used 18.4 14.0 Have not used 80.9 84.0 Prefer not to answer 0.7 1.9 QD6 Ethnicity Caucasian/White 63.8 68.9 Latino/Hispanic 12.7 11.0 African American/Black 2.5 3.0 American Indian 0.8 0.3 Asian American 6.1 4.0 Pacific Islander 0.4 0.2 Mixed heritage 2.2 1.5 Not sure 1.3 1.9 Prefer not to answer 10.2 9.2 QD7 Household income Less than $25K 2.0 2.0 $25K to $49K 6.5 6.9 $50K to $74K 12.4 14.2 $75K to $99K 12.0 17.0 $100K to $149K 21.6 19.5 $150K to $199K 10.6 10.5 $200K or more 10.0 6.1 Not sure 1.0 2.4 Prefer not to answer 23.9 21.4 Study Year Met h o d o l o g y True North Research, Inc. © 2014 67OCTA. . . . . . . . . . . . . . . . M E T H O D O L O G Y The following sections outline the mixed-methodology survey design used in this study, as well as the motivation for using certain techniques. QUESTIONNAIRE DEVELOPMENT Dr. McLarney of True North Research worked closely with OCTA to develop a questionnaire that covered the topics of interest and avoided the many possible sources of systematic measurement error, including position-order effects, wording effects, response-category effects, scaling effects and priming. Several questions included multi- ple individual items. Because asking the items in a set order can lead to a systematic position bias in responses, the items were asked in a random order for each respondent. Several questions asked in this study were presented only to a subset of respondents. For exam- ple, only respondents who reported that they use toll roads in Southern California in addition to the 91 Express Lanes (Question 6) where asked to name the toll roads they use (Question 7). The questionnaire included with this report (see Questionnaire & Toplines on page 70) identifies the skip patterns used during the interview to ensure that each respondent received the appropriate questions. Many of the questions asked in the 2014 survey were also tracked directly from the 2011 cus- tomer survey to allow OCTA to track customer opinions and behavior over time. PROGRAMMING & PRE-TEST Prior to fielding the survey, the questionnaire was CATI (Computer Assisted Telephone Interviewing) programmed to assist the live interviewers when conducting the telephone interviews, as well as web programmed to allow online participation. The CATI program automatically navigates the skip patterns, randomizes the appropriate ques- tion items, and alerts the interviewer to certain types of keypunching mistakes should they hap- pen during the interview. The integrity of the questionnaire was pre-tested internally by True North prior to fielding. SAMPLE To ensure a representative sample, we first stratified the customer database on rele- vant customer characteristics—including frequency of using the 91 Express Lanes, location of residence, and availability of contact information to ensure proper representation of customer subgroups. Stratifying the sample in this manner prior to randomly selecting customers into their appropriate strata ensures that the final sample includes the correct proportion of custom- ers in each strata and is representative of the 91 Express Lane customer base. Additionally, for demographic characteristics that are not coded on OCTA’s customer database but are relevant to the objectives of this study (e.g., gender), the variables were monitored throughout the data col- lection period to ensure they were within acceptable ranges. Given OCTA’s interest in having statistically reliable results for customers overall—as well as within customer segments according to their usage patterns—we employed a large sample of 1,349 customers. As described below, a sample of this size will produce statistically reliable results for customers overall, as well as within specific customer segments. Met h o d o l o g y True North Research, Inc. © 2014 68OCTA. . . . . . . . . . . . . . . . MARGIN OF ERROR DUE TO SAMPLING By using a stratified random sample and mon- itoring the sample characteristics as data collection proceeded, True North ensured that the sample was representative of 91 Express Lanes customers who had used the Lanes at least 12 times during the prior 12 month period. The results of the sample can thus be used to estimate the opinions of all customers who fit this profile. Because not every 91 Express Lanes customer participated in the survey, however, the results have what is known as a statistical margin of error due to sampling. The margin of error refers to the difference between what was found in the survey of 1,349 customers for a particular question and what would have been found if all of the estimated 61,200 customers who fit the desired profile had been interviewed. For example, in estimating the percentage of customers who were aware that OCTA manages the 91 Express Lanes (Question 33), the margin of error can be calculated if one knows the size of the population, the size of the sample, a desired confidence level, and the distribution of responses to the question. The appropriate equation for estimating the margin of error, in this case, is shown below: where is the portion of customers who were aware of OCTA’s management role (0.84 for 84% in this example), is the population size of all customers who fit the profile for the study (61,200), is the sample size that received the question (1,349), and is the upper point for the t-distribution with degrees of freedom (1.96 for a 95% confidence interval). Solving the equation using these values reveals a margin of error of ± 1.94%. This means that with 84% of survey respondents indicating they were aware that OCTA manages the 91 Express Lanes, we can be 95% confident that the actual percentage of all customers who are aware of OCTA’s man- agement role is between 82% and 86%. FIGURE 80 MAXIMUM MARGIN OF ERROR pˆt N n– N-------------- pˆ1 pˆ– n 1–---------------------- pˆ N n t 2 n 1– 1349 Customers ± 2.64% 0% 2% 4% 6% 8% 10% 12% 14% 0 100 200 300 400 500 600 700 800 900 1000 1100 1200 1300 1400 1500 Sample Size (Number of Respondents) Ma r g i n o f E r r o r Met h o d o l o g y True North Research, Inc. © 2014 69OCTA. . . . . . . . . . . . . . . . Figure 80 provides a plot of the maximum margin of error in this study. The maximum margin of error for a dichotomous percentage result occurs when the answers are evenly split such that 50% provide one response and 50% provide the alternative response (i.e., = 0.5). For this sur- vey, the maximum margin of error is ± 2.64% for questions answered by all 1,349 respondents. Within this report, figures and tables show how responses to certain questions varied by cus- tomer characteristics such as employment status, location of residence, and frequency of using the 91 Express Lanes. Figure 80 is thus useful for understanding how the maximum margin of error for a percentage estimate will grow as the number of individuals asked a question (or in a particular subgroup) shrinks. The main motivation for using a larger sample for this study was that it will produce statistically reliable results for customers as a whole, as well as within most customer subgroups. For example, even if the sample is divided into four subgroup samples of 250 individuals per group, the results would still have an acceptable margin of error of approxi- mately ± 6% at the subgroup level. DATA COLLECTION This study employed a mixed-method recruiting strategy whereby customers were recruited by email and/or mailed invitation letters to participate in the survey through a secure, password-protected website hosted by True North. Customers whose records included email contact information were recruited using emailed invitations, whereas customers whose records included just address information were sent invitations via mail. The invitations provided respondents with individualized passwords that they could us to access the survey online at a secure site. A total of 1,349 customers completed the survey during the data collec- tion period that spanned from August 19 to September 20, 2014. DATA PROCESSING Data processing consisted of checking the data for errors or inconsis- tencies, coding and recoding responses, categorizing open-ended responses, and preparing fre- quency analyses and crosstabulations. ROUNDING Numbers that end in 0.5 or higher are rounded up to the nearest whole num- ber, whereas numbers that end in 0.4 or lower are rounded down to the nearest whole number. These same rounding rules are also applied, when needed, to arrive at numbers that include a decimal place in constructing figures and charts. Occasionally, these rounding rules lead to small discrepancies in the first decimal place when comparing tables and pie charts for a given question. pˆ Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 70OCTA. . . . . . . . . . . . . . . . Q U E S T I O N N A I R E & T O P L I N E S True North Research, Inc. © 2014 Page 1 OCTA 91 Express Lanes Customer Survey Final Toplines (1,349 Customers) September 2014 Section 1: Introduction to Study Welcome to OCTAs survey of 91 Express Lanes customers! This survey addresses your experiences on the 91 Express Lanes only not other toll lanes. Your individual responses will be kept strictly CONFIDENTIAL and will go directly to True North Research -- the independent research firm hired to design and conduct the survey. Survey Instructions: During the survey, please do not use your browser's 'Forward' and 'Back' buttons. To move through the survey, use the 'Next' button at the bottom of each page. When you have finished the survey click the 'Done' button to submit your survey. To see the survey most clearly, MAXIMIZE this browser screen. If accessing via email hotlink: To start the survey, please click the begin button. If accessing the general URL listed on mailed invitation: To start the survey, please enter in the box below the password that was provided in the letter you received and then push the begin button. Section 2: Screeners for Inclusion in the Study SC1 In the past 12 months, have you used the 91 Express Lanes at least 12 times? In other words, in a typical month you use the 91 Express Lanes at least once. If unsure, ask them to estimate. 1 Yes Go to intro preceding Q1 2 No Terminate Section 3: FasTrak Decisions To begin, we have a few questions about your FasTrak account. Q1 For how many years have you been using the 91 Express Lanes toll road? 1 Less than 1 year 3% 2 1 to 2 years 8% 3 3 to 4 years 10% 4 5 to 7 years 16% 5 8 years or more 62% 98 Not sure 2% 99 Prefer not to answer 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 71OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 2 Q2 How many FasTrak transponders do you currently have in your household? 1 One 53% 2 Two 34% 3 Three 8% 4 Four or more 4% 98 Not sure 0% 99 Prefer not to answer 0% Q3 How did you acquire the FasTrak transponder you use when traveling on the 91 Express Lanes? Did you pick it up in person at the OCTA store in Orange, in person at the Customer Service Center in Corona, order it by phone and have it mailed to you, or did you order it over the Internet? 1 In person at OCTA in Orange 5% 2 In person at Customer Service Center in Corona 37% 3 By telephone 36% 4 By Internet 14% 6 Mail 4% 5 Other 0% 98 Not sure 4% 99 Prefer not to answer 0% Q4 Which of the following best describes who pays your toll charges when you use the 91 Express Lanes? 1 You pay your tolls 91% 2 Another family member pays your tolls 2% 3 Your employer pays your tolls either directly or by reimbursing you 6% 4 Other 1% 98 Not sure 0% 99 Prefer not to answer 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 72OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 3 Section 4: Use of 91 Express Lanes Next, we have a few questions about your travel habits. Q5 In a typical month, how many days do you use the 91 Express Lanes toll road? Please estimate if unsure. Average per customer = 8.86 days per month. Less than 3 15% 3 to 4 20% 5 to 9 24% 10 to 19 19% 20 or more 15% Not sure 6% Prefer not to answer 0% Q6 In a typical month, do you use any other toll roads in Southern California? 1 Yes 49% Ask Q7 2 No 50% Skip to Q8 98 Not sure 2% Skip to Q8 99 Prefer not to answer 0% Skip to Q8 Q7 Which other toll roads do you use in a typical month? Check all that apply. 1 241 Toll Road 79% 2 73 Toll Road 32% 3 261 Toll Road 43% 4 133 Toll Road 38% 5 Toll Road portion of State Route 125 1% 6 Toll Road portion of Interstate 10 15% 7 Toll Road portion of Interstate 110 16% 8 Toll Road portion of Interstate 15 18% 98 Not sure 2% 99 Prefer not to answer 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 73OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 4 Q8 In a typical week, how many one-way trips do you take on the State Route 91 Freeway? Please count all trips, including trips when you use the 91 Express Lanes toll road and those when you dont. Please estimate if unsure. Average per customer = 6.17 one-way trips. None 22% 1 to 2 26% 3 to 6 18% More than 6 23% Not sure 10% Prefer not to answer 0% Q9 Of the <trips from 0> one-way trips you take on the State Route 91 Freeway in a typical week, approximately how many do you use the 91 Express Lanes toll road? Please estimate if unsure. Percentage of all respondents shown below. Average per customer = 3.90 one-way trips. None 25% 1 to 2 30% 3 to 6 19% More than 6 13% Not sure 12% Prefer not to answer 1% Q10 Of the <trips from Q9> one-way trips you use the 91 Express Lanes toll road in a typical week, how many do you take Monday through Friday? Please estimate if unsure. Percentage of all respondents shown below. Average per customer = 3.07 one-way trips. None 30% 1 to 2 28% 3 to 6 18% More than 6 9% Not sure 15% Prefer not to answer 1% Q11 Of the <trips from Q10> one-way trips you use the 91 Express Lanes toll road between Monday and Friday, how many do you take during rush hour periods between 5AM and 9AM, or 3PM and 7PM? Please estimate if unsure. Percentage of all respondents shown below. Average per customer = 2.60 one-way trips. None 38% 1 to 2 23% 3 to 6 15% More than 6 8% Not sure 16% Prefer not to answer 1% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 74OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 5 Q12 Do you use the 91 Express Lanes toll road for: _____? Randomize Ye s No No t s u r e / Pr e f e r n o t to a n s w e r A Commuting to or from work 60% 39% 1% B Commuting to or from school 6% 93% 1% C Shopping or recreation trips 63% 36% 1% D Visiting friends or family 67% 32% 1% If Q12a = 1 ask Q13 and Q14. Q13 In what city do you typically begin your commute to work? Enter city name in text box below. City recorded, recoded into County categories as shown below. Los Angeles 3% Orange 10% Riverside 74% San Bernardino 9% Other <1% Varies / Multiple counties <1% Not sure 1% Prefer not to answer 3% Q14 What is the destination city for your work commute? Enter city name in text box below. City recorded, recoded into County categories as shown below. Los Angeles 23% Orange 54% Riverside 6% San Bernardino 3% Other 0% Varies / Multiple counties 5% Not sure 3% Prefer not to answer 5% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 75OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 6 If Q12a = (2,99) and Q12b = 1 ask Q15 and Q16. Q15 In what city do you typically begin your commute to school? Enter city name in text box below. City recorded for 19 respondents who received the question. Data on file for 28 respondents Q16 What is the destination city for your school commute? Enter city name in text box below. City recorded for 19 respondents who received the question. Data on file for 28 respondents If Q12a = (2,99) and Q12b = (2,99), ask Q17 and Q18. Q17 In what city do you typically begin your trips that involve using the 91 Express Lanes toll road? Enter city name in text box below. City recorded, recoded into County categories as shown below. Los Angeles 15% Orange 27% Riverside 48% San Bernardino 7% Other <1% Varies / Multiple counties 1% Not sure 1% Prefer not to answer 1% Q18 What is the destination city that you are most often traveling to when you use the 91 Express Lanes? Enter city name in text box below. City recorded, recoded into County categories as shown below. Los Angeles 10% Orange 40% Riverside 28% San Bernardino 6% Other 5% Varies / Multiple counties 4% Not sure 3% Prefer not to answer 2% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 76OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 7 Section 5: Opinions of 91 Express Lanes Next, we have a few questions about your experiences when traveling on the 91 Express Lanes toll road. Q19 Overall, are you satisfied or dissatisfied with your experiences when using the 91 Express Lanes? 1 Very satisfied 45% Ask Q20 2 Somewhat satisfied 46% Ask Q20 3 Somewhat dissatisfied 7% Ask Q20 4 Very dissatisfied 2% Ask Q20 98 Not sure 0% Skip to Q21 99 Prefer not to answer 0% Skip to Q21 Q20 Is there a particular reason why you are <satisfied/dissatisfied>? Verbatim responses recorded and later grouped into the categories shown below. No particular reason 28% Saves time / Faster travel 26% Bypass traffic, traffic jams 17% Too much traffic in Express Lanes 11% Easy to use / Convenience 8% Too expensive 8% Feel safer using Express Lanes 3% Lanes are not overcrowded 3% Never had any problems 2% Express Lanes are well maintained 2% Occasional Express Lanes closures 2% Express Lanes should be extended 2% Should be credited if traffic is too congested 2% Prefer not to answer 2% Easy access to destinations 1% Cost is reasonable 1% Good customer service 1% Need signs for traffic, accident alerts 1% Cars cutting from freeway into Express Lanes 1% Express Lanes in need of maintenance 1% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 77OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 8 Q21 Would you say it is extremely important, very important, somewhat important, or not at all important to you that: _____? Randomize Ex t r e m e l y Im p o r t a n t Ve r y Im p o r t a n t So m e w h a t Im p o r t a n t No t a t a l l Im p o r t a n t No O p i n i o n Pr e f e r n o t t o an s w e r A The 91 Express Lanes is a fast way to travel 66% 27% 6% 1% 0% 0% B The 91 Express Lanes is a safe way to travel 54% 30% 12% 2% 2% 0% C You save time when using the 91 Express Lanes 76% 20% 3% 0% 0% 0% D Its less stressful when using the 91 Express Lanes 57% 28% 11% 2% 1% 0% E You create less wear and tear on your vehicle when using the 91 Express Lanes 34% 26% 25% 9% 6% 0% F You can reliably estimate your travel times when using the 91 Express Lanes 45% 35% 15% 3% 1% 1% G It is easy to get in touch with a 91 Express Lanes customer service representative when needed 37% 33% 17% 3% 9% 0% H If you have an issue, 91 Express Lanes customer service responds in a timely manner 41% 33% 12% 2% 11% 1% I The tolls you pay are used to help improve the State Route 91 Freeway 33% 27% 23% 12% 4% 2% J The convenience you receive from using the 91 Express Lanes is worth the cost 53% 29% 12% 3% 2% 1% K You are treated professionally by 91 Express Lanes customer service 42% 33% 13% 2% 10% 0% L Your billing statements are accurate 59% 30% 7% 1% 2% 0% M The 91 Express Lanes toll road is well maintained and in good condition 50% 38% 10% 1% 1% 1% Q22 Do you agree or disagree that:_____? Randomize St r o n g l y Ag r e e So m e w h a t Ag r e e So m e w h a t Di s a g r e e St r o n g l y Di s a g r e e No O p i n i o n Pr e f e r n o t t o an s w e r A The 91 Express Lanes is a fast way to travel 52% 40% 5% 1% 1% 1% B The 91 Express Lanes is a safe way to travel 44% 45% 6% 2% 3% 1% C You save time when using the 91 Express Lanes 63% 32% 4% 1% 0% 1% D Its less stressful when using the 91 Express Lanes 56% 35% 6% 2% 1% 1% E You create less wear and tear on your vehicle when using the 91 Express Lanes 35% 41% 11% 3% 9% 1% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 78OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 9 F You can reliably estimate your travel times when using the 91 Express Lanes 36% 46% 10% 4% 3% 1% G It is easy to get in touch with a 91 Express Lanes customer service representative when needed 40% 36% 8% 3% 13% 1% H If you have an issue, 91 Express Lanes customer service responds in a timely manner 42% 34% 5% 2% 16% 1% I The tolls you pay are used to help improve the State Route 91 Freeway 27% 35% 13% 7% 16% 1% J The convenience you receive from using the 91 Express Lanes is worth the cost 42% 35% 15% 6% 2% 1% K You are treated professionally by 91 Express Lanes customer service 49% 32% 3% 2% 13% 1% L Your billing statements are accurate 57% 32% 5% 1% 5% 1% M The 91 Express Lanes toll road is well maintained and in good condition 50% 41% 6% 2% 1% 1% Q23 About how much time do you think you save for a typical one-way trip during the morning rush hour when you travel on the 91 Express Lanes? Enter the number of minutes saved in the text box below. Average per customer who uses 91 Express Lanes during morning rush hour = 23.61 minutes. Less than 15 minutes 12% 15 to 24 minutes 20% 25 to 34 minutes 16% 35 or more minutes 9% Do not use during these times 35% Not sure 8% Prefer not to answer 0% Q24 About how much time do you think you save for a typical one-way trip during the afternoon rush hour when you travel on the 91 Express Lanes? Enter the number of minutes saved in the text box below. Average per customer who uses 91 Express Lanes during afternoon rush hour = 29.36 minutes. Less than 15 minutes 8% 15 to 24 minutes 25% 25 to 34 minutes 21% 35 or more minutes 20% Do not use during these times 14% Not sure 11% Prefer not to answer 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 79OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 10 Section 6: Improvements to 91 Express Lanes Q25 Do you support or oppose creating more points at which you can get in/out of the 91 Express Lanes in Orange County? 1 Support 48% 2 Oppose 38% 98 Not sure 14% 99 Prefer not to answer 0% Q26 Is there a particular reason why you <support/oppose> creating more access points for the 91 Express Lanes in Orange County? Enter response in text box below or check the appropriate box. Verbatim responses recorded and later grouped into the categories shown below. Increased traffic congestion 27% More convenient Express Lanes access / exits 25% Not sure / No particular reason 22% Safety concerns 16% No need for additional access points 3% Would like to see Express Lanes extended with more access points 3% Useful for emergency purposes 3% Reduced traffic congestion 3% Other (unique responses) 3% Prefer not to answer 3% Save time, faster commute 2% Increased safety 1% Save money by exiting sooner 1% Q27 Construction has begun to extend the 91 Express Lanes east to Interstate 15. Once completed, would you use this new section of the 91 Express Lanes? 1 Yes 82% Ask Q28 2 No 8% Skip to Q29 98 Not sure 10% Skip to Q29 99 Prefer not to answer 0% Skip to Q29 Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 80OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 11 Q28 Would you use it when traveling both directions, or just east or west? 1 Both directions 89% 2 East 7% 3 West 3% 98 Not sure 2% 99 Prefer not to answer 0% Q29 There is a study underway for a future direct connection between the 91 Express Lanes and the 241 toll road. Do you support or oppose building this connection, or do you have no opinion either way? 1 Strongly support 38% 2 Somewhat support 19% 3 Strongly oppose 4% 4 Somewhat oppose 3% 98 Not sure 35% 99 Prefer not to answer 1% Q30 The toll charge on the 91 Express Lanes is set so that traffic is free flowing. If the toll charge is set too low, it will lead to traffic congestion. Do you favor this policy of maintaining free flow driving conditions in the Express Lanes, even if it means paying a higher toll at times? 1 Yes 55% 2 No 30% 98 Not sure 12% 99 Prefer not to answer 3% Only ask Q31 if Q11 is at least one trip. Q31 Would you be willing to alter your daily travel schedule to avoid rush hour if the toll for using the 91 Express Lanes was lower just before and after rush hour? 1 Yes 47% 2 No 37% 98 Not sure 16% 99 Prefer not to answer 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 81OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 12 Q32 Toll charges for the 91 Express Lanes are based on the day, time, and direction of travel. Times with higher congestion levels are tolled the highest; times with lower congestion levels are tolled at a lower rate. Toll charges are evaluated quarterly and adjusted up or down only when traffic volumes in the toll lanes meet certain trigger points. When and if an adjustment is made, those toll charges stay in effect for six months. This method is known as time of day pricing. Dynamic pricing is a different way of determining toll prices. With dynamic pricing, toll charges are based on real-time traffic conditions and can change every few minutes, depending on the level of congestion in the toll lanes. Toll charges will be higher when there is more traffic and lower when there is less traffic. Which of these options do you prefer? 1 Current method of time of day pricing 45% 2 Dynamic pricing where toll charge varies based on real-time traffic conditions 42% 98 Not sure 11% 99 Prefer not to answer 2% Section 7: OCTA and Communication Q33 Prior to taking this survey, were you aware that the 91 Express Lanes are owned and managed by the Orange County Transportation Authority also known as OCTA? 1 Yes 84% 2 No 15% 98 Not sure 2% 99 Prefer not to answer 0% Q34 Do you agree or disagree that:_____? Randomize St r o n g l y Ag r e e So m e w h a t Ag r e e So m e w h a t Di s a g r e e St r o n g l y Di s a g r e e No O p i n i o n Pr e f e r n o t t o an s w e r A OCTA is financially responsible when managing the 91 Express Lanes 40% 31% 5% 3% 22% 0% B OCTA does a good job communicating with me about the 91 Express Lanes through newsletters, billing inserts, emails, signs and other methods 46% 38% 7% 3% 6% 0% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 82OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 13 Q35 How do you prefer to receive information about the 91 Express Lanes? Check your top three preferred methods. 1 Mail 44% 2 Email 82% 3 Website 18% 4 Electronic Message Signs 28% 5 Road Signs 14% 6 Mobile Phone 3% 7 Text Message 14% 8 Newspaper 2% 9 Radio 5% 10 Television 2% 11 Facebook/Twitter 0% 12 Other 0% 98 Not sure 0% 99 Prefer not to answer 1% Q36 In the future, would you prefer to receive your billing statement through the mail, or would you prefer to receive it electronically by email or online? 1 Mail 44% 2 Email 47% 3 Online 4% 98 Not sure 4% 99 Prefer not to answer 1% Q37 Approximately how much do you spend per month on toll charges to use the 91 Express Lanes? Enter dollar amount in text box below. Average spent per month among customers who provided response = $63.83 $15 or less 11% $16 to $30 19% $31 to $50 13% $51 to $100 12% More than $100 10% Not sure 29% Prefer not to answer 5% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 83OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 14 Q38 How do you generally find out about changes to the toll charges for using the 91 Express Lanes? 1 Website 5% 2 Price signs on 91 45% 3 Notifications sent by email 20% 4 Inserts in my billing statement 25% 5 Other 1% 98 Not sure 4% 99 Prefer not to answer 0% Section 9: Background & Demographics Thank you so much for your participation. We have just a few background questions for statistical purposes. D1 Please indicate your gender. 1 Male 53% 2 Female 43% 99 Prefer not to answer 3% D2 What is your age? 1 18 to 24 1% 2 25 to 34 7% 3 35 to 44 16% 4 45 to 54 29% 5 55 to 64 26% 6 65 and over 17% 99 Prefer not to answer 4% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 84OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 15 D3 Which of the following best describes your employment status? 1 Employed full-time 70% 2 Employed part-time 7% 3 Student 1% 4 Homemaker 2% 5 Retired 16% 6 In-between jobs 1% 99 Prefer not to answer 3% D4 What is the last grade or level you completed in school? 1 Elementary (8 or fewer years) 0% 2 Some high school (9 to 11 years) 1% 3 High school graduate (12 years) 8% 4 Technical / Vocational school 5% 5 Some college 27% 6 College graduate 32% 7 Some graduate school 3% 8 Graduate, professional, doctorate degree (DDS, DVM, JD, LLM, MA, MS, MBA, MD, PhD) 17% 99 Prefer not to answer 6% D5 Have you ever used the following transportation services? Randomize Ye s No No t s u r e / Pr e f e r n o t to a n s w e r A OCTAs OC Express bus service 4% 95% 1% B OCTAs regular bus service 12% 87% 1% C Metrolink weekday service 24% 75% 1% D Metrolink weekend service 18% 81% 1% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 85OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 16 D6 What ethnic group do you consider yourself a part of or feel closest to? 1 Caucasian/White 64% 2 Latino/Hispanic/Mexican 13% 3 African-American/Black 2% 4 American Indian or Alaskan Native 1% 5 Asian -- Korean, Japanese, Chinese, Vietnamese, Filipino or other Asian 6% 6 Pacific Islander 0% 7 Mixed Heritage 2% 98 Other 1% 99 Prefer not to answer 10% D7 This last question is for statistical purposes only. Please indicate the category that best represents your households total annual income before taxes. 1 Less than $25,000 2% 2 $25,000 to $49,999 6% 3 $50,000 to $74,999 12% 4 $75,000 to $99,999 12% 5 $100,000 to $149,999 22% 6 $150,000 to $199,999 11% 7 $200,000 or more 10% 98 Not sure 1% 99 Prefer not to answer 24% Thanks so much for participating in this important survey! This survey was conducted for OCTA. Sample Items S1 County of residence 1 LA 9% 2 Orange 16% 3 Riverside 65% 4 San Bernardino 8% 5 Other 2% Que s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2014 86OCTA. . . . . . . . . . . . . . . . OCTA 91 Express Lanes Survey September 2014 True North Research, Inc. © 2014 Page 17 S2 Customer With Email on File 1 Yes 84% 2 No 16% S3 Average 91 Express Lanes Trips Per Month 1 Low (fewer than 6 trips) 22% 2 Medium (6 trips to 18 trips) 53% 3 High (19 or more trips) 25% ORANGE COUNTY TRANSPORTATION AUTHORITY 91 Express Lanes 2014 Customer Satisfaction Survey Results PowerPoint 91 Express Lanes 2014 Customer Satisfaction Survey Results Purpose of Study Profile travel behavior Measure satisfaction with 91 Express Lanes Measure perceptions of Orange County Transportation Authority’s (OCTA) management of lanes Identify customers’ exposure to OCTA’s communications and preferences for receiving information 2 Methodology of Study Mixed-method design o Recruited via email and mailed invitations o Online data collection at secure survey site 1,349 customers Conducted August 19th to Sept 20th, 2014 Overall margin of error: ± 2.64% 3 Overall Customer Satisfaction 4 † Statistically significant difference (p < 0.05) between the 2011 and 2014 studies. 51.1 38.8 5.0 4.1 44.7† 46.4† 6.6 2.1† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied Customer Satisfaction Trends 5 Note: To allow for a direct comparison with past studies, the percentages have been recalculated to reflect only those with an opinion. 85 8691918781 0 10 20 30 40 50 60 70 80 90 100 2014 2011 2009 2007 2006 2005 Study Year % C u s t o m e r s Satisfaction by Years and Usage 6 59.1 49.6 45.9 33.1 38.9 35.8 42.8 46.5 57.2 47.2 Very satisfied 47.7 34.8 50.5 44.8 Somew hat satisfied 39.5 48.238.7 53.7 0 10 20 30 40 50 60 70 80 90 100 Less than 2 3 to 4 5 to 7 8 or more Less than 3 3 to 4 5 to 9 10 to 19 20 or more Years Using 91 Express Lanes (Q1)Days Per Month Using 91 Express Lanes (Q5) % C u s t o m e r s Average Number of One-Way Trips 7 3.9 2.7 2.1 2.52.6 1.8 1.6 2.0 0 1 2 3 4 2014 2011 2009 2007 Av e r a g e # T r i p s Average # Trips per Week Average # Rush Hour Trips Minutes Saved on One-Way Commute 8 29.4 34.2 34.5 38.7 38.4 23.6 27.6 23.1 27.4 28.8 20 25 30 35 40 2014 2011 2009 2007 2006 Study Year Av e r a g e M i n u t e s S a v e d o n On e - W a y R u s h H o u r C o m m u t e Afternoon Morning Express Lanes Trip Purpose 9 68.5 66.8 46.2 2.8 66.7 62.7 59.8† 6.1† 0 10 20 30 40 50 60 70 80 Visit family, friends Shopping, recreation trips Work commute School commute Q12 Use 91 Express Lanes for . . . % C u s t o m e r s 2014 2011 Origin and Destination 10 23.1 15.1 10.3 5.0 21.8 12.8 13.6 54.1 25.9 41.8 8.2 58.4 26.2 39.3 6.2 48.7 27.1 74.7 6.9 49.3 26.0 6.1 7.4 1.5 6.6 4.3 5.3 4.0 3.5 2.4 3.4 7.9 6.0 4.1 7.3 4.0 8.4 3.3 10.4 74.0 8.7 3.0 7.0 4.6 5.9 2.4 0 10 20 30 40 50 60 70 80 90 100 Origin Destination Origin Destination Origin Destination Origin Destination Work Commute Trips Non-Work Trips Work Commute Trips Non-Work Trips 2014 2011 Study Year % C u s t o m e r s Not sure / Prefer not to answer Varies / Multiple counties Other County San Bernardino Riverside Orange Los Angeles Importance of Performance Standards 11 33.0 34.2 36.9 40.7 41.9 45.2 52.9 53.5 57.0 50.5 58.9 65.6 75.8 27.0 26.2 33.3 33.4 33.4 34.9 29.3 30.4 28.4 37.7 29.7 27.4 19.8 0 10 20 30 40 50 60 70 80 90 100 The tolls you pay are used to help improve the 91 Freew ay Less w ear and tear on your vehicle using 91 Express Lanes Easy to get in touch w ith customer service representative If you have issue, customer service responds in a timely manner You are treated professionally by customer service Can reliably estimate travel times w hen using 91 Express Lanes Convenience received from 91 Express Lanes is w orth the cost The 91 Express Lanes is a safe w ay to travel It's less stressful w hen using the 91 Express Lanes 91 Express Lanes toll road is w ell maintained, in good condition Your billing statements are accurate The 91 Express Lanes is a fast w ay to travel You save time w hen using the 91 Express Lanes Q2 1 i Q2 1 e Q2 1 g Q2 1 h Q2 1 k Q2 1 f Q2 1 j Q2 1 b Q2 1 d Q2 1 m Q2 1 l Q2 1 a Q2 1 c % Customers Extremely important Very important Agree with Performance Statements 12 33.3 43.4 38.8 37.4 46.1 50.2 50.6 45.9 56.8 53.0 60.4 56.4 63.2 42.8 35.5 45.6 47.9 41.2 40.6 41.7 46.5 35.9 40.8 33.5 37.5 32.2 0 10 20 30 40 50 60 70 80 90 100 The tolls you pay are used to help improve the 91 Freew ay [82%] Convenience received from 91 Express Lanes is w orth the cost [97%] Less w ear and tear on your vehicle using 91 Express Lanes [90%] Can reliably estimate travel times w hen using 91 Express Lanes [96%] Easy to get in touch w ith customer service representative [87%] If you have issue, customer service responds in a timely manner [84%] 91 Express Lanes toll road is w ell maintained, in good condition [98%] The 91 Express Lanes is a safe w ay to travel [97%] It's less stressful w hen using the 91 Express Lanes [98%] The 91 Express Lanes is a fast w ay to travel [99%] Your billing statements are accurate [95%] You are treated professionally by customer service [86%] You save time w hen using the 91 Express Lanes [99%] % Customers Who Provided Opinion Strongly agree Somewhat agree Support for Direct Connect to SR-241 13 Note: Percentage adjusted to be among those with opinion for comparability 41 50 14 13 35 36 20 4 5 6 3 3 11 38 19† 0 10 20 30 40 50 60 70 80 90 100 2014 2011 2009 Study Year % C u s t o m e r s Strongly oppose Somewhat oppose Not sure / Neutral Somewhat support Strongly support Opinion of Additional Access Points 14 Prefer not to answer 0.3 Oppose creating additional entrance/exit points 38.3 Support creating additional entrance/exit points 47.6 Not sure 13.8 Use of Express Lane Extension to I-15 15 80.6 11.4 7.8 Yes, w ould use 82.4 Would not use 7.5 Not sure 10.0 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Setting Toll to Promote Free-Flow 16 55.6 27.9 15.3 Yes, favor 55.0 Do not favor 30.3 Not sure 12.1 0 10 20 30 40 50 60 70 80 90 100 2014 2011 Study Year % C u s t o m e r s Preference for Receiving Information 17 0 1 2 5 67 4 0 3 2 1 53 44 0 1 5 2 52 52 3 8 7 11 37 70 14 14 18 28 44 82 0 10 20 30 40 50 60 70 80 90 100 Text message Road signs Website Electronic sign Mail Email % Customers 2014 2011 2009 2007 2006 Customer Characteristics 18 Description 2007 2009 2011 2014 Percent Male 62% 52% 48% 55% Percent Female 38% 48% 52% 45% Full Time Worker 58% 64% 61% 70% Some College Education 83% 90% 83% 85% Ethnicity - Caucasian 70% 74% 69% 64% - Hispanic/Latino 13% 11% 11% 13% - African-American 4% 4% 3% 2% - Asian 6% 4% 4% 6% Key Findings and Conclusions High levels of customer satisfaction overall o Satisfaction is also high for the standards that customers care about most o Saving Time o Traveling Fast o Accurate Billing Statements o Well-Maintained Road Customers are aware and have positive assessments of OCTA’s management of the 91 Express Lanes 19 Recommendations and Opportunities Stay the Course Complete SR-91 to I-15 extension Complete SR-91 to SR-241 connection Improve reliability of travel times Improve perceived value Develop programs targeted to high-frequency users 20 ORANGE COUNTY TRANSPORTATION AUTHORITY State Route 241/State Route 91 Study Update PowerPoint REVISED ITEM 6 SR-241/SR-91 Express Lane Connector PA/ED Overall Location Map SR-241/SR-91 Express Lane Connector PA/ED General Location Map 2 SR-241/SR-91 Express Lane Connector PA/ED Study Area Se r f a s Cl u b 3 SR-241/SR-91 Express Lane Connector PA/ED Study Area Legend: Bridge Structure 4 5 SR-241/SR-91 Express Lane Connector PA/ED Overview of Work-to-Date Overview of work-to-date: •PSR/PDS completed/approved January 2012 •Environmental and engineering technical studies underway •PA/ED initiated November 2013 (Approximately 25% complete) •Multiple scenarios/multiple design variations being studied •Ongoing coordination with RCTC, Caltrans, and FHWA •Traffic Study –Successful partnering with OCTA to address comments (i.e. westbound Express Lanes capacity concerns) –Revisions incorporated that satisfy all stakeholders – OCTA/Caltrans/RCTC/TCA 6 PSR/PDS – project study report / project development support RCTC – Riverside County Transportation Commission Caltrans- California Department of Transportation OCTA – Orange County Transportation Authority TCA – Transportation Corridor Agencies FHWA – Federal Highway Administration SR-241/SR-91 Express Lane Connector PA/ED Design Option 2 Westbound Express Lanes Geometry (with 2-lane Express Lanes section) Co a l Ca n y o n 1265’ Taper @115:1 WESTBOUND 250’ Taper 650’ TCA Lane 2500’ 360’ 250’ Taper 2520’ 7 SR-241/SR-91 Express Lane Connector PA/ED Design Option 2 Westbound Express Lanes Geometry (adjusted to 3-lane Express Lanes section) Co a l Ca n y o n 1265’ Taper @115:1 WESTBOUND 1000’ 4 Lanes Overlap 250’ Taper 2200’ 360’ 250’ Taper 2520’ 8 SR-241/SR-91 Express Lane Connector PA/ED Design Option 2 EASTBOUND Eastbound Express Lanes Geometry (Coal Canyon Limit) Co a l Ca n y o n 5200’ TCA Lane 250’ Taper 460’ Buffer Transition 960’ Taper (250’ in Curve 710’ in Tangent) 4915’ Aux Lane 9 SR-241/SR-91 Express Lane Connector PA/ED Work-in-Progress Design and Concept of Operations: •Successfully collaborating with stakeholders on final adjustments and refinements •Project accommodates ultimate SR-91 Corridor Improvement Project improvements •ConOps workshops with stakeholders, including FHWA, held to identify concerns, issues, and questions •Preparing a series of ConOps technical memorandums to address each policy issue •Successful partnering with Caltrans on review and concurrence of studies •Minor adjustments to approved studies due to revised and refined geometry 10 SR-241/SR-91 Express Lane Connector PA/ED Upcoming Tasks Upcoming Tasks: •Technical studies being submitted for review •TCA will be working with OCTA on the Traffic and Revenue Study •Draft Project Report and Draft Supplemental EIR/EIS release in fall 2015 11 EIS/EIR - environmental impact report / environmental impact statement SR-241/SR-91 Express Lane Connector PA/ED Anticipated Schedule Anticipated Schedule •Value Analysis Session – Spring 2015 •Traffic and Revenue Study – Fall 2015 •Draft Project Report – Fall 2015 •Draft Supplemental EIR/EIS – Winter 2015 •Final Project Report – Fall 2016 •Final Supplemental EIR/EIS – Fall 2016 •Construction – Fall 2017 – Winter 2018 12