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11 November 30, 2007 State Route 91 Advisory
82322 HS, CB, JSt, AM STATE ROUTE 91 ADVISORY COMMITTEE AGENDA Date: Time: Friday, November 30, 2007 9:00 a.m. Ted 2 g wj E jj�range County Transportation Authority - Headquarters V� !s I �j 0 South Main Street, First Floor, Room 154 46\i t f Z007 range, California RIVERSIUt UUtliv i f TRANSPORTATION COMMISSION MEMBERS Jeff Miller Committee Chairman Carolyn Cavecche Committee Vice Chairman Bob Buster Curt Pringle RCTC OCTA Bill Campbell OCTA John Tavaglione RCTC Jerry Amante Frank Hall Ron Roberts OCTA RCTC Committee Alternate RCTC Art Brown Bob Magee OCTA RCTC EX-OFFICIO MEMBERS Michael A. Perovich Cindy Quon (vacant) Caltrans District 8 Caltrans District 12 SANBAG For further information, please contact Wendy Knowles, Orange County Transportation Authority Clerk of the Board, at (714) 560-5676. HH.35.2 AGENDA State Route 91 Advisory Committee Meeting Orange County Transportation Authority Headquarters 600 South Main Street, First Floor— Room 154 Orange, Califomia Friday, November 30, 2007, 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 Orange County Transportation Authority 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 this meeting. Agenda Descriptions The agenda descriptions are intended to give notice to 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. Public Comments on Agenda Items Members of the public wishing to address the Committee regarding any item appearing on the agenda may do so by completing a Speaker's Card and submitting it to the Clerk of the Board. Speakers will be recognized by the Chairman at the time the agenda item is to be considered. A speaker's comments shall be limited to three (3) minutes. Call to Order Chairman Miller Pledge of Allegiance Member Campbell Special Calendar There are no Special Calendar matters. Page 1 of 3 AGENDA State Route 91 Advisory Committee Meeting Consent Calendar (Items 1 and 2) All matters on the Consent Calendar are to be approved in one motion unless a Committee member or member of the public requests separate action on a specific item. 1. Approval of Minutes Of the May 18, 2007, State Route 91 Advisory Committee meeting. 2. 91 Express Lanes Monthly Status Reports Kirk Avila, General Manager of 91 Express Lanes, Orange County Transportation Authority Overview The 91 Express Lanes status reports for the months of July 2007, August 2007, and September 2007 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 July 2007, August 2007, and September 2007. Regular Calendar 3. Results of 91 Express Lanes 2007 Customer Satisfaction Survey Stella Lin, Manager of Marketing, Orange County Transportation Authority Overview An annual survey of 91 Express Lanes customers is conducted to monitor customer satisfaction, usage patterns, customer characteristics, attitudes, and awareness. Two significant changes were made to the survey for 2007. First, users were categorized as frequent or infrequent based on their responses. The second major change was the inclusion of Transportation Corridor Agencies customers who use the 91 Express Lanes. This report summarizes the results of the September 2007 survey. Recommendation Direct staff to forward the 91 Express Lanes 2007 Customer Satisfaction Survey to the Orange County Transportation Authority Board of Directors. Page 2 of 3 " " A G E N D A S t a t e R o u t e 9 1 A d v i s o r y C o m m i t t e e M e e t i n g D i s c u s s i o n I t e m s 4 . U p d a t e o n E x p r e s s B u s S e r v i c e s b e t w e e n R i v e r s i d e a n d O r a n g e C o u n t i e s E r i n R o g e r s , M a n a g e r o f C o m m u n i t y T r a n s p o r t a t i o n S e r v i c e s , O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y G o r d o n R o b i n s o n , S e n i o r T r a n s p o r t a t i o n A n a l y s t , O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 5 . U p p e r O r t e g a H i g h w a y S a f e t y I m p r o v e m e n t P r o j e c t U p d a t e P a m G o r n i a k , P u b l i c I n f o r m a t i o n O f f i c e r , C a l t r a n s D i s t r i c t 1 2 6 . S t a t e R o u t e 9 1 E a s t b o u n d L a n e A d d i t i o n f r o m S t a t e R o u t e 2 4 1 t o S t a t e R o u t e 7 1 U p d a t e J i m B e i l , D e p u t y D i s t r i c t D i r e c t o r , C a l t r a n s D i s t r i c t 1 2 7 . G e n e r a l M a n a g e r ' s R e p o r t 8 . C o m m i t t e e M e m b e r s ' R e p o r t s 9 . P u b l i c C o m m e n t s 1 0 . C l o s e d S e s s i o n T h e r e i s n o C l o s e d S e s s i o n s c h e d u l e d . 1 1 . A d j o u r n m e n t T h e d a t e o f t h e n e x t r e g u l a r l y s c h e d u l e d m e e t i n g o f t h e S t a t e R o u t e 9 1 A d v i s o r y C o m m i t t e e i s y e t t o b e d e t e r m i n e d a n d w i l l t a k e p l a c e i n C o r o n a , C a l i f o r n i a . P a g e 3 o f 3 1 Item 1 MINUTES State Route 91 Advisory Committee Meeting Committee Members Present Jeff Miller, Chairman Carolyn Cavecche, Vice Chair Art Brown Bob Buster Bill Campbell Frank HaII Bob Magee Michael A. Perovich Curt Pringle Ron Roberts John Tavaglione Cindy Quon Committee Members Absent Jerry Amante Call to Order Other Attendees Anne Mayer for Eric Haley, RCTC, Executive Director Arthur T. Leahy, OCTA, Chief Executive Officer Kirk Avila, General Manager of 91 the Express Lanes Steve DeBaun, RCTC, Legal Counsel Kennard R. Smart, Jr, OCTA, General Counsel Laurena Weinert, OCTA, Assistant Clerk of the Board Allison Cheshire, OCTA, Deputy Clerk of the Board OCTA and RCTC staff and members of the General Public The May 18, 2007, meeting of the State Route 91 Advisory Committee was called to order by Committee Chairman Miller at 9:37 a.m. at the Orange County Transportation Authority Headquarters, 600 South Main Street, First Floor — Room 154. Pledge of Allegiance Member Tavaglione led in the Pledge of Allegiance America. Special Calendar There were no Special Calendar matters. Consent Calendar (Items 1 and 2) o the flag of the United States of 1. Approval of Minutes A motion was made by Member Campbell, seconded by Member Brown, and declared passed by those present, to approve minutes of the February 2, 2007, meeting. 2. 91 Express Lanes Monthly Status Reports A motion was made by Member Campbell, seconded by Member Brown, and declared passed by those present, to receive and file the 91 Express Lanes Monthly Status Reports for the months of January, February, and March 2007. May 18, 2007 Page 1 of 6 MINUTES State Route 91 Advisory Committee Meeting• Regular Calendar 3. Stantec Inc. Update on Traffic and Revenue Gerry Nielsten, Senior Principal, Stantec Inc., (formerly Vollmer Associates LLP) presented an overview on the updated 91 Express Lanes traffic and revenue forecast. Discussion followed regarding: • Global average daily traffic includes both the general purpose lanes and 91 Express Lanes traffic. • The capacity of the toll lanes is slightly higher than the general-purpose lanes. • Member Campbell requested the total revenues for 2003 and 2006 be shown side -by -side indicating the rate of increase. • The off-peak increase did not meet earlier projections due to commuters having more trips that are discretionary and adjustable work hours. • All HOV-3+ vehicles are assumed to travel free in 2011. Kirk Avila, General Manager of the 91 Express Lanes, responded that the franchise agreement dictates once the facility equals 1.2 times projected coverage, at that point in time three plus vehicles must travel free all hours of the day. The assumption was made in 2003 that the coverage would be reached in 2011. • Riverside County Transportation Commission (RCTC) will study traffic an revenue scenarios for the potential express lanes expansion in Riversid County. • Members recommended using Stantec Inc. for Riverside's traffic and revenue study of the express lanes. • Riverside County wants to see both systems succeed, and there needs to be a balance between each county's systems. • Consider a State Route (SR) 241/SR-71 director connector. • Not have a SR-241/SR-91 eastbound toll road direct connector in the evening because of a potential chokepoint. • Provide commuter incentives for a potential SR-241/SR-91 toll road westbound director connector. • The price of vehicle gasoline will be reflected in the next study. No action was taken; received and filed as an information item. • May 18, 2007 Page 2 of 6 MINUTES State Route 91 Advisory Committee Meeting 4. Draft 2007 State Route 91 Implementation Plan Kurt Brotcke, Orange County Transportation Authority (OCTA), Director of Strategic Planning, presented the Draft 2007 State Route 91 Implementation Plan. The plan outlines the timelines for congestion improvement projects between SR-55 and Interstate 15. Discussion followed regarding the implementation plan. Committee Chairman Miller requested that the small projects (i.e., re -striping and lane addition at Coal Canyon) before and after travel time numbers be shown in the study. Mr. Brotcke responded that the data is available and would be incorporated in the final report. Member Campbell commented on the preliminary design concepts for a SR-241/SR-91 Express Lanes direct connector. He requested that staff suggest what should be done in that area, not what they think needs to be accomplished, and make it work for the customers. Member Campbell requested review to expedite project number eight which would add a westbound auxiliary lane on the SR-91 at the northbound SR-55/westbound SR-91 connector at the Tustin Avenue interchange. A motion was made by Member Campbell, seconded by Member Buster, and declared passed by those present, to approve the Draft 2007 State Route 91 Implementation Plan. Member Tavaglione was not present to vote on Other Matters 5. Introduction of Audit Team his matter. Kathleen O'Connell, OCTA, Manager of Internal Audit, introduced Mark Davis from the accounting firm of Mayer Hoffman and McCann. Mr. Davis provided an overview of the annual financial audit process for the 91 Express Lanes, and there was no additional discussion. 6. 91 Express Lanes 2007 Customer Satisfaction Survey Stella Lin, OCTA, Manager of Marketing presented the 2007 customer satisfaction survey for the 91 Express Lanes and solicited input from the Committee. May 18, 2007 Page 3 of 6 MINUTES State Route 91 Advisory Committee Meeting 6. (Continued) Discussion followed regarding the customer survey questions: • The customers to be contacted were issued an OCTA transponders. • Conduct the survey incorporation with Transportation Corridor Agency (TCA). • Obtain data on TCA-issued transponders and commuters that use the 91 Express Lanes, and also include the Costco transponder sales data. • Review OCTA-issued transponders that use the TCA toll roads. • Random digit dialing sampling methodology versus random selection of the phone numbers. Staff will obtain clarification from the consultant. • Interested in what the high -frequency user wants. Pre -select 50 percent of the frequent users for the telephone interview. • Work with RCTC regarding questions they would like included in the survey. • Member Campbell inquired about how much revenue comes from the TCA users. • Add a question regarding if the user has any recommendations/changes. • Interview the actual user instead of the account holder. The Committee recommended that the current survey not be conducted in June 2007 and requested that staff return to the next meeting with the incorporated comments. 7. Riverside County Transportation Commission Proposed Toll Road Legislation Anne Mayer, RCTC, Deputy Executive Director, provided an update on Assembly Bill 1295, which is RCTC's proposed toll road legislation. Committee Chairman Miller inquired about how RCTC is interacting with OCTA staff. Ms. Mayer responded that OCTA staff was at the State committee hearing, and RCTC is communicating with OCTA staff. 8. Riverside Freeway (State Route 91) Eastbound Lane Project Update Pradeep Gunaratne, OCTA, Chief Engineer, presented the SR-91 eastbound lane project which will add one lane between the SR-241 and SR-71. The Committee recommended a review on the safety of this project and suggested ways to streamline/accelerate the process without violating regulations. Committee Vice Chairman Cavecche requested a meeting be scheduled with Caltrans, OCTA, and RCTC to discuss expediting the schedule of this project. Chief Executive Officer, Arthur T. Leahy, stated that a meeting would be forthcoming. Jim. Beil, Deputy District Director, Caltrans District 12, stated that all teams ar working on executing a cooperative •agreement to start the design work i July 2007 for this project. May 18, 2007 Page 4 of 6 MINUTES State Route 91 Advisory Committee Meeting 9. General Manager's Report Kirk Avila, General Manager of the 91 Express Lanes, reported: • Addressed Member Campbell's question under Item 6 regarding how much revenue comes from TCA customer. Mr. Avila stated that approximately 23 percent, or $11 million, of the total revenues earned in fiscal year 2006 were derived from the TCA customer. • The 91 Express Lanes traffic operations center update project is continuing and is scheduled to be completed by mid -July. Once the new traffic operating center is completed, tours of the facility will be offered to the Committee. • As of May 12, 2007: o Total traffic volume increased 3.7 percent relative to last fiscal year. o Three -plus commuters increased 7.1 percent from the pervious fiscal year, and currently is 20.7 percent of the traffic volume. o Revenues increased 8.6 percent from the pervious fiscal year. 10. Committee Members' Reports • Committee Chairman Miller distributed a letter he wrote to the Committee regarding an attempt by Congresswomen Sanchez and Davis to block the extension of the SR-241. Peter Herzog, Board Member for TCA, addressed the Committee regarding the 241 toll road extension project importance and requested support. • Committee Vice Chairman Cavecche reported that a joint meeting with TCA-OCTA and stakeholders is scheduled for the following week to discuss the SR-241 extension issues. OCTA welcomes RCTC's support for the 241 toll road extension efforts. 11. Public Comments There were no public comments. 12. Closed Session There was no Closed Session conducted. May 18, 2007 Page 5 of 6 MINUTES State Route 91 Advisory Committee Meeting® 13. Adjournment The meeting adjourned at 11:35 a.m. The next regularly scheduled meeting of this Committee will be held at 9:00 a.m. on Friday, August 3, 2007, at the City of Corona — City Hall, City Council Chambers — First Floor, 400 South Vicentia Avenue, Corona, California. ATTEST Laurena Weinert OCTA Assistant Clerk of the Board Jeff Miller Committee Chairman May 18, 2007 Page 6 of 6 2. r " O C T A " I t e m 2 N o v e m b e r 3 0 , 2 0 0 7 T o : S t a t e R o u t e 9 1 A d v i s o r y C o m m i t t e e F r o m : K i r k A v i l a , G e n e r a l M a n a g e r , 9 1 E x p r e s s L a n e s S u b j e c t : 9 1 E x p r e s s L a n e s M o n t h l y S t a t u s R e p o r t s O v e r v i e w T h e 9 1 E x p r e s s L a n e s s t a t u s r e p o r t s f o r t h e m o n t h s o f J u l y 2 0 0 7 , A u g u s t 2 0 0 7 , a n d S e p t e m b e r 2 0 0 7 h a v e b e e n p r e p a r e d f o r S t a t e R o u t e 9 1 A d v i s o r y C o m m i t t e e r e v i e w . T h e r e p o r t s h i g h l i g h t o p e r a t i o n a l a n d f i n a n c i a l a c t i v i t i e s . R e c o m m e n d a t i o n R e c e i v e a n d f i l e t h e 9 1 E x p r e s s L a n e s M o n t h l y S t a t u s R e p o r t s f o r t h e m o n t h s o f J u l y 2 0 0 7 , A u g u s t 2 0 0 7 , a n d S e p t e m b e r 2 0 0 7 . B a c k g r o u n d M o n t h l y s t a t u s r e p o r t s a r e p r e p a r e d t o d o c u m e n t 9 1 E x p r e s s L a n e s a c t i v i t y a n d p r o v i d e d f o r S t a t e R o u t e 9 1 A d v i s o r y C o m m i t t e e r e v i e w . D i s c u s s i o n T h e s t a t u s r e p o r t f o r t h e 9 1 E x p r e s s L a n e s i s p r o v i d e d i n A t t a c h m e n t A . I n J u l y 2 0 0 7 , t r a f f i c v o l u m e i n t h e 9 1 E x p r e s s L a n e s c o n t i n u e d t o o u t p a c e J u l y 2 0 0 6 l e v e l s . M o n t h l y t r i p s w e r e u p 3 p e r c e n t o v e r t h e s a m e p e r i o d i n 2 0 0 6 w i t h g r o s s p o t e n t i a l t o l l r e v e n u e i n c r e a s i n g b y 1 0 . 3 p e r c e n t o v e r t h e p r i o r y e a r . T h e A u g u s t 2 0 0 7 s t a t u s r e p o r t f o r t h e 9 1 E x p r e s s L a n e s i s p r o v i d e d i n A t t a c h m e n t B . I n A u g u s t 2 0 0 7 , t r a f f i c v o l u m e i n c r e a s e d b y 0 . 9 p e r c e n t o v e r t h e s a m e p e r i o d i n 2 0 0 6 w i t h g r o s s p o t e n t i a l t o l l r e v e n u e i n c r e a s i n g b y 7 . 4 p e r c e n t . T h e S e p t e m b e r 2 0 0 7 s t a t u s r e p o r t f o r t h e 9 1 E x p r e s s L a n e s i s p r o v i d e d i n A t t a c h m e n t C . I n S e p t e m b e r 2 0 0 7 , t r a f f i c v o l u m e i n t h e 9 1 E x p r e s s L a n e s d e c r e a s e d b y 4 . 8 p e r c e n t o v e r t h e s a m e p e r i o d i n 2 0 0 6 a n d g r o s s p o t e n t i a l t o l l O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 5 5 0 S o u t h M a i n S t r e e t / P . O . B o x 1 4 1 8 4 / O r a n g e / C a l i f o r n i a 9 2 8 6 3 - 1 5 8 4 / ( 7 1 4 ) 5 6 0 - O C T A ( 6 2 8 2 ) 91 Express Lanes Monthly Status Reports Page 2 • revenue decreased 0.4 percent as compared to the prior year. This decrease can be attributable to several factors including the number of weekdays in September of this year as compared to prior year. In addition, the closures of State Route 91 relating to the Green River Project affected traffic volumes as well. Fiscal year 2007-08 year-to-date (YTD) traffic volume as of the end of September 2007 was down, decreasing by 0.3 percent with YTD potential toll revenue up 5.7 percent. Staff will continue to closely monitor traffic and revenue data and report back to the Advisory Committee regularly. Summary The 91 Express Lanes status report for the months of July 2007, August 2007 and September 2007 are provided for review. The report highlights operational and financial activities. Attachments A. 91 Express Lanes Monthly Status Report — As of July 31, 2007 B. 91 Express Lanes Monthly Status Report — As of August 31, 2007 C. 91 Express Lanes Monthly Status Report — As of September 30, 2007 • ATTACHMENT A • • . a rJ s 1 • • Statv: Report July,2007 As of July 31, 2007 " T r a f f i c � a n i d R e v e n u e S t a t i s t i c s T o t a i t r a f f i c v o l u m e o n t h e 9 1 E x p r e s s L a n e s f o r J u l y 2 0 0 7 w a s 1 , 2 1 8 , 0 0 5 . T h i s r e p r e s e n t s a d a i l y a v e r a g e o f 3 9 , 2 9 0 . T h i s i s a 3 . 0 % i n c r e a s e i n t o t a l t r a f f i c v o l u m e f r o m t h e s a m e p e r i o d l a s t y e a r w h e n t r a f f i c l e v e l s t o t a l e d 1 , 1 8 3 , 0 8 6 . P o t e n t i a l t o l l r e v e n u e f o r t h e m o n t h w a s $ 3 , 4 0 5 , 4 1 5 w h i c h r e p r e s e n t s ` a n i n c r e a s e o f 1 0 . 3 % f r o m t h e p r i o r y e a r ' s t o t a l o f $ 3 , 0 5 7 , 9 9 0 . C a r p o o l p e r c e n t a g e f o r t h e m o n t h w a s 2 3 . 2 6 % c o m p a r e d t o t h e p r e v i o u s y e a r s r a t e o f 2 2 . 8 3 % . A v e r a g e h o u r l y r e v e n u e p e r t r i p i s $ 0 . 2 4 o r 7 . 9 p e r c e n t l e s s t h a n p r o j e c t e d b y V o l l m e r . M o n t h - t o - d a t e t r a f f i c a n d r e v e n u e d a t a a r e s u r n m a r i z e d i n t h e t a b l e b e l o w . T h e f o l l o w i n g t r i p a n d r e v e n u e s t a t i s t i c s t a b l e s r e p r e s e n t a l l t r i p s t a k e n o n t h e 9 1 E x p r e s s L a n e s a n d a s s o c i a t e d p o t e n t i a l r e v e n u e f o r t h e m o n t h o f J u l y 2 0 0 7 . C u r r e n t n t h a t o f d u l y 3 1 , 2 0 0 7 F u l l T o i l i a n e s 3 + L a n e s T o t a l G r a s s T r i p s 9 3 4 , 6 7 7 - 2 8 3 , 3 2 8 1 , 2 1 8 , 0 0 5 9 8 1 , 1 8 6 2 7 2 , 1 0 0 1 , 2 5 3 , 2 8 5 f 4 6 , 5 0 9 ) 1 1 , 2 2 8 ( 3 5 , 2 0 1 ) 4 , 1 % 1 ( 2 . 3 ' ; k 4 - F u l l T o i l L a n e s $ 3 , 3 2 2 , 5 1 9 $ 3 , 7 3 7 , 7 8 6 ( ' 4 9 1 2 9 9 3 2 7 0 , 0 9 3 , 1 8 3 ; 0 8 6 I 2 . 4 % 4 . 9 % 3 0 % l I ��+ $ 3 , 0 1 4 , 5 3 5 i i . 1 0 . 2 % 3 + L a n e s $ 8 3 , 8 9 6 $ 7 6 , 3 7 1 $ 7 , 5 2 4 9 . 9 % ' 7 3 , 4 5 5 . 1 4 . 2 % T o t a l G r o s s R e v e n u e A v e r a g e F u l l T o l l L a n e s $ 3 4 0 6 , 4 1 5 $ 3 . 5 5 $ 3 , 8 1 4 , 1 5 7 $ 3 . 8 1 c $ 3 7 . 7 2 a M s j i . P " u : 2 a t 5 3 , 0 8 7 , 9 9 0 $ 3 . 3 0 1 0 . 3 % 7 . 6 % A v e r a g e 3 + L a n e s $ 0 . 3 0 $ 0 . 2 8 $ 0 . 0 2 7 . 1 % $ 0 . 2 7 1 1 . 1 % A v e r a g e G r o s s R e v e n u e $ 2 . 8 0 $ 3 . 0 4 ` T L ? c , , $ 2 . 6 1 7 . 3 % 2 Traffic and Revenue Summary • The chart below reflects the total trips breakdfowri between Full Tall trips and H©V3+ trips for Fiscal Year 2007/08 on a month basis. I I 1,400,000 ,225 f 1,050,000 12 875,000 i2 j > 700,000;. i 525,000 i 350, 75,000 Fiscal Year 2007-2008 Traffic Volume Overview Jul-07 pug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 htay-08 Jun-08 Month u6 To6 Lanes is 3+ Lanes The chart below reflects the gross potential revenue breakdown between Full Toll trips and H©V3+ trips for Fiscal Year 2007/08 on a monthly basis. $3,580,000 83,400,000 m $3,220,000 s c 6 m $3,040,0 a $2,880,000 $2,6800,000 $2,500, Fiscal Year 2007-2008 Revenue Summary T JuI L7 At:g-07 "Sep-07 Oct-07 Nev-07 flat-07 Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Month Ful: Tel Lanes ! 3+ Lanes 3 " T w e n t y - o n e t i m e s d u r i n g t h e m o n t h o f J u l y 2 0 0 7 , p e a k h o u r e a s t b o u n d t r a f f i c a s r e f l e c t e d i n t h e c h a r t b e l o w e x c e e d e d 9 0 % o r m o r e o f d e f i n e d c a p a c i t y , w i t h t h e h i g h e s t v o l u m e a t 1 0 4 % o f d e f i n e d c a p a c i t y o n W e d n e s d a y , J u l y W . ' , d u r i n g t h e 4 : 0 0 p m . A s d e m o n s t r a t e d o n t h e . n e x t c h a r t , w e s t b o u n d p e a k h o u r t r a f f i c v o l u m e s t o p o u t a t 6 7 % o f d e f i n e d c a p a c i t y . E A S T B O U N D P E A K - H O U R V O L U M E S P i l T e l e M o n d a y 0 7 4 2 1 0 1 T u e s d a y 1 1 7 1 0 3 / 9 7 9 7 a d n e s d a y 0 7 1 0 8 F . 7 T f i u r s d e y 0 7 i F i d d y 7 , , e = s 1 , 1 ' , 4 i 4 v , i , ' . . 4 , 0 0 4 . 1 i c s - g i P r i e n - 5 5 1 1 2 6 M , 1 1 1 7 4 9 1 . 5 4 - . 7 , - . 5 1 1 4 5 1 1 i l e i , V 9 9 5 - 5 1 . 5 0 - _ , - , ' 3 1 . . - - 1 ( . . C Y q l . . 5 7 5 . 5 5 5 - 5 - . ' P 1 k o " - ' , ; a t * 0 i o t O t ? : , 4 4 1 1 4 0 0 . - 1 5 0 0 $ J . 9 0 3 5 7 Z 1 1 0 6 5 . 1 0 3 9 7 2 , 5 6 7 7 $ 3 . 1 5 1 9 5 6 1 5 3 . 9 0 3 7 2 2 , 1 5 9 6 4 % 5 5 . 1 2 4 5 5 2 , 7 7 8 8 2 % 1 1 X 9 - 1 5 5 0 6 4 . 1 0 5 8 6 3 , 0 3 3 W e $ 9 2 5 5 7 6 2 , 9 8 4 $ 3 . 1 5 2 1 2 6 2 2 I R % $ 4 . B 5 5 2 3 2 8 9 5 8 5 % $ 9 . 2 5 5 0 2 , 8 2 7 8 3 % 1 6 0 0 - 1 7 0 0 S 6 . 8 5 4 5 3 2 , 7 6 $ 8 1 % $ 8 . 5 3 5 2 9 2 , 9 8 4 8 8 % $ 3 . 1 5 2 0 9 5 1 1 1 5 % $ 9 . 2 5 4 7 1 2 , 5 7 3 7 6 % $ 9 . 5 0 4 4 7 2 , 6 5 5 T B % 1 7 3 C - 1 8 9 9 $ 6 . 6 5 4 6 1 2 , 7 3 3 8 2 % 8 6 . 0 3 4 7 3 2 , 8 5 7 8 4 % $ 3 . 1 5 1 8 2 4 9 6 1 5 % 5 9 2 5 4 3 0 2 , 4 8 1 7 3 % $ 3 9 3 4 6 0 2 , 5 4 3 7 5 % 1 6 9 9 - 1 9 9 0 8 4 . 4 0 4 7 1 2 , 4 6 2 7 2 % $ 4 . 9 0 5 9 3 2 , 4 8 8 7 3 % 5 3 1 . 5 2 2 3 5 9 1 1 5 % $ 5 . 7 5 4 7 1 1 2 . 2 2 2 1 5 % 5 4 . 9 0 5 5 0 2 . 3 4 0 0 9 % 1 8 3 0 - 2 2 0 3 2 3 2 2 1 , 5 3 4 4 7 % $ 4 . 5 5 3 8 4 1 , 7 2 4 5 1 % 6 3 . 1 5 2 6 3 5 6 0 1 6 % 5 4 . 1 5 3 6 6 5 . 4 4 1 4 3 % $ 4 . 5 5 4 5 2 1 , 7 8 5 5 3 9 9 R d T e m a 8 1 , 5 5 1 4 1 e y 0 7 7 3 9 1 0 7 T u e s d a y 0 7 1 1 0 1 8 7 l W e d n e s d a y 0 7 1 4 1 1 9 7 T h u r s d a y 0 7 / 1 2 / 0 7 F r i d a y 0 7 1 . 1 3 1 0 7 1 i , . 6 0 1 : n i - t f o . ' 4 i + V i t 1 4 1 - 0 4 - i ' ! , J - ' , . 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Tcasd 07ffW07 Wadeesday 07714017. .. TAussday 0711.107 1'May - :07193107 A35.T1ms . .._ trs90 vat - gyp.=. 0400-050D °52.25. 277 °755 22% 'S225 :257 '731 22% 3225 263 734 ' 22%- 32.25 271 -719 21% 5226 252, "{840 10%=: 0500: MOO elm 440 1.704 53% '23.70 :597- 1,829 5510 $3.73 522 9,882 55% 53.70. - 467 1,732 34% '.23.55 450 1.72E 513 , 0600. 0700 23.80- 475 :2,107 62% 63.00 '482 2,191 6+:; 63.80 480 2,tee 64% .23.80 463 8,141 63% :eve 421 :2218 52% C700-0800 54.20 347 1,955: 5e 54.20 37E 1„931 5755 6420 351 t.933 57% :64.20 387 2.026 60% 64.10 364 1,896 50%: 0800.0900 "u320 25f 1,515 45%..:$3.80 :260 ',709 X% 23.80 241 4,52E 46% 53.80 300 2,052 60% 23.70 289 1,702 50% 0900-1000 53.05 107 ' 1,22'3 36 5305 237, _ 1.32C 39% $3.05 „221 1,447 , .43% $3:05. 268 1,751. 52% 53.05 263 1536 54%.:, 61sec8gy• WARN Teeaday .07717107 Wednesday 6%98107 :.. 3hesdey 07798907 frtday 07=07. 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Thursday 47f26@7 Widuy 077270107 A03 TIma a `111 14'W ` -0p7'•�:t_ 1' i i HO �=` O A Pnsa-`` I 'M¢4;=k-.= Pei6$ 8 89fbL�" k1«e ^� f91I ( T I 0400-0500 :22,25 264 '-T89 23%' $2.25 285-,'..T70 23% S2,25 -208 720. ` 21% 16225 271 749- 22% '5225 244 : 1686 20%. 0500-0600 $370 416 1,859 55% 500 1,952: 54% $3:70 -1,887 56% $370 ...475 1,836 54% $3.55 445 - 1,741 51% 0600 -0700 $380 440 :2172 64% ::$3.70 '2310 464 - 2,194 651f :716 23.60 879 2,172 -..: 04%. nee 468 2293 67% ;$3.70 :437 ,2,026 60% 0700.0800 '$420 341 :1.888 56% 24.20 467".2235 '60% 24.20 790 9,97E '6855 24.20. 356 2,002 59% $4.10 367- 1,804 53%. 0800.0900 $310 2U :1,724 51% $3 B0 274.: 1,748 :51% 23.80 B17 : 1,861 - 55% $3.B0 306 1,200 56% :$3.70 288 1,526 47%' (real) - loco ,53.05. 19'7 1.289 re% -sees 215..9385 44% 23.05 -591 1,453- 43% S3.05 267 1,583 46% 23.05 300 1.362 40% 62.25 4T%;:: 53:70 60%'. 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T R A F F I C O P E R A T I O N S A n n u a l l y . _ _ , 7 4 % o r m o r e A n n u a l l y i , ' 7 2 . 0 % I n i t i a l & S e c o n d a r y R e v i e w s m o n t h t y ! = t o o r l e s s t h a n 1 5 d a y s 2 " P l a t e M i s r e a d E n - o r s M o u t h y ! = t o o r l e s s t h a n 0 . 4 % 0 . 2 % C A P R e s p o n s e T i m e A C C O U N T I N G . M o n t h l y 2 0 m i n u t e s p e r c a i i _ _ _ . _ , 1 5 E x o e p t i o n s M o n t h l y ! : N o m o r e t h a n 3 ' , 0 . I N F O R M A T I O N T E C H N O L O G Y T o l l P r o U p t m e m o n t h l y 1 9 9 % A v a i l a b i l i t y ' 1 0 0 % N e t w o r k U p e m e m o n t h l y 1 9 9 % A v a i l a b i l i t y 1 0 0 % E - A p w c s s 0 1 4 Transponder Distribution Status The 91 Express Lanes has experienced continued growth in the number of drivers using the facility since its inception. The steady growth can be measured by the number of transponders in circulation each year. At the end of July 2007, the 91 Express Lanes had 119,969 active customer accounts, with 176,980:transponders assigned to those accounts. Total transponders available for distribution amounted to 9,465 transponders. Jne-07 °4iofTotal ! Tags%OfTotaia: Tags to'aistingAccounts !^.'R4S n!^rir»roM1GF"2vM'.... bkFf'.Mav PY ry^e',=' 11 9,465 TRANSPONDERS ON -HAND. Available for Distribution: 9,454 Customer -Returned Tag, Classification 1. Under Warranty _; Return to Sirit: 0 2. Out of Warranty - Destroy: 3. Not yet Classified: Total Transponders 1 500 761 On -hand. 11,726 TRANSPONDERS CURRENTLYASSIGNEDTO ACTIVE ACCOUNTS: 176;980 Operational Highlights On -road Operations Customer Assistance Specialists (CAS) responded to 163 calls during July. The CAS team received 101 calls to assist disab€ed vehicles, 37 calls to remove debris and conducted 16 assists or traffic breaks. There were 6 accidents in the Express Lanes and 3 accidents in the general- purpose lanes. Projects Update • In -lane CamerasReplacement The In -lane Cameras Replacement project is nearly completed with the exception of the punch list items. All new cameras and screens are operational and in use. Testing for final acceptance should commence in late August, with full project completion estimated for September 2007. • Traffic Operations Center In April, construction of the new Traffic Operations Center (TOC) began. The installation of cabling, equipment, network configuration and furniture was substantially completed in mid -June, with the cutover of camera images from the old TOC to the new TOC occurring in late June. Staff has relocated to the new TOC with minimal disruption. Project punch list items have been identified and full project completion is expected for August 2007. • Telephone' Replacement An agreement with Integrated Technology was executed in May 2007 for the replacement of the 91 'Express Lanes' telephone system. The new system will be'a Norte! based solution which is similar to the standardized telecommunication systems currently utilized by'OCTA. The phone equipment and T-1 line have been ordered. Staff, in conjunction with Cofiroute, is currently working on the Interactive Voice Response (IVR) component. It is estimated this project should be completed by the end of the calendar year. • Caltrans Slope Project The Caltrans slope correction project has been completed. Caftans upgraded the cross -slope and drainage .on the westbound -Riverside Freeway (SR-91) from the Foothill/Eastern Transportation Corridor (SR-241) to west of the Coal Canyon undercrossing. This safety project comprised of overlaying the highway with rubberized asphalt concrete and improving the drainage to minimize flooding. a 9i Express "Lanes Operating Statement YTg as of July 31, 2007 Y E D Vaeancs Desert loft A teat G Budget Dollar $ Percent Jam}' 1 I n(° �' ,1 1 ,'.- 'Eiil1 tint . Operating rove tree: Toil, revenue - 3,180,688.51 $ 3,280,471.30 $ (99,782.49) (3.0) Fee revenue 733,470.85 6` 2,762.00 120,708.85 19.7 Total operating revenues :i.9A 4 159.36 , 3,893 233 00 20 926.36 0.5 ill 1, 'g` -,--.�-».� iD� a �il !`i,. ti� r,...- .E Operating expenses: Contracted services 480,326.13 499,470.00 19,143.87 3.8 Administrative fee : 120,799.11 209,357.00 88,557.89 42.3 Other professional services (4,367.29) 49,249.00 53,616.29 108.9 Credit card processing' fees 91,863.98 91,300.00 (563.98) (0.6) Toil road account servicing 55 598.35 85,075.00' 19,476.65 22.9 Other insurance expense- 33,038.53 - (33,038.53) Nek Tots road maintenance supply repairs 34,120.04 37,931.00' 3,810.96 10.0 Patrol services 35,234.00' 34,880.00 (1,374.00) (3.9) Buiiding equipment maks and maint 4,004.64 - (4,004.64) PIA Other services 1,790.00 415.00 (1,375.00) (331.3) Advertising fees 6,750.54 - (6,750.54) N/A Utilities - 7,728.00 7,726.00 100.0' Office expense 8,261.58 25,478.00 17,216.42 67.6 Bad debt expense 319.16 - (319.16) N/A Miscellaneous 14,377.88 17,709:00 3,331.12' 188' Leases 29,119.25 34,238.00 5118.75 15.0 Property taxes - - - N/A' Depreciation and amortization 751,034.71 - (51,034.71) N/A Total operating expenses 1 673,270.61 1,092,808 00 (580,462.61) (53.1) Operating Income (loss) 2;2.40,888:75 T 2,800,425.00 (559,536.25)i (20.0) Nonoperating revenues (expenses): Federal assistance grants Interest income 246,054.42 244,684.00 1,370.42 0.6 Interest expense (917,082.39) (299,728.00) (617,354.39) (206.0) Other revenues (13,484.87) 4,457.00 (17,941.87) (402.6) Total nano tine revenues (expenses) (684,512.6e) (50,587.00)/ (633,925.84)1 (1.253.1) Capital contributions e - - - N/A Transfer trt - - N/A Transfers out (195,880.00) 195,880,00 100.0 l�let income (loss) $ 1,555,375.91 j $ 2,553,958.00 $ (997 r82.09) (39.1)1 'Actual artrounts are asmtaiad for on the =nog basis of axots-Prg in en enterprise fund. Budget arrotets are accounted for on a 'modified scowl beets of accounting. . itiliszetansous =sunset insade: Bond'. instnarce Costs, Bahr SerrIca Chagn, Transponder Materais. 2Ctepreciation and arnorttatton are not budgeted Rams. 8 A AC ENT B • Statys.'eport As of August 313 2007 ��1 " r a f f i c a ��a d " R e v e n t i ��e , S t a t t i i s t i i c s T o t a l t r a f f i c v o l u m e o n t h e 9 1 E x p r e s s L a n e s f o r A u g u s t 2 0 0 7 w a s 1 , 2 8 4 , 6 7 6 . T h i s r e p r e s e n t s a d a i l y a v e r a o e o f 4 1 , 4 4 1 , T h i s i s a 0 , 9 % i n c r e a s e i n t o t a l t r a f f i c v o l u m e f r o m t h e s a m e p e r i o d l a s t y e a r w h e n , t r a f f i c l e v e l s t o t a l e d 1 , 2 7 2 , 6 5 6 . P o t e n t i a l t a l i , r e v e n u e f o r t h e m o n t h w a s $ 3 , 7 1 2 , 3 9 2 w h i c h r e p r e s e n t s a n i n c r e a s e o f 7 . 4 % f r o m t h e p r i o r y e a r ' s t o t a l o f $ 3 , 4 5 5 . 5 6 4 . C a r p o o l p e r c e n t a g e f o r t h e m o n t h w a s 2 1 . 9 8 % c o m p a r e d t o t h e p r e v i o u s y e a r ' s r a t e o f 2 1 . 0 4 % . A v e r a g e h o u r l y r e v e n u e p e r t r i p i s $ 0 . 1 5 o r 4 . 9 % l e s s t h a n p r o j e c t e d b y V o l l m e r . M o n t h - t o d a t e t r a f f i c a n d r e v e n u e d a t a a r e s u m m a r i z e d i n t h e t a b l e b e l o w . T h e f a l l o w i n g t r i p a n d r e v e n u e s t a t i s t i c s t a b l e s r e p r e s e n t a l l t r i p s t a k e n o n t h e 9 1 E x p r e s s L a n e s a n d ; a s s o c i a t e d p o t e n t i a l r e v e n u e f o r t h e m o n t h o f A u g u s t 2 0 0 7 . C u r r e n t o n t h - t o - D a t e a s o f A u g u s F U N T o i l L a n e s 1 ; 0 0 2 , 3 4 0 3 1 , 2 0 0 7 1 5 , 1 6 9 5 % 1 , ; 9 4 8 1 3 + L a n e s T i I G r o s s T r i p s 2 8 2 , 3 3 6 1 , 2 8 4 , 6 7 6 2 6 0 , 2 8 6 1 , 2 4 7 , 4 5 7 2 2 , 0 5 0 8 . 5 % 3 7 , 2 1 9 " 3 0 % f 2 6 7 , 7 0 8 5 5 % ' 1 , 2 7 2 , 6 3 6 0 9 % F u l l T o l l L a n e s $ 3 6 1 8 , 2 6 0 $ 3 , 7 2 0 , 9 0 0 2 . 6 % ) . $ 3 , 3 7 3 , 5 3 4 ; 7 3 % 3 + L a n e s T o G r o s s R e v e n u e A v o y n g a 9 A v e r a g e F u { E T o l l L a n e s A v e r a g e 3 + L a n e s A v e r a g e G r o s s R e v e n u e 3 i . $ 9 4 , 1 3 2 $ 3 , 7 1 2 , 3 9 2 ; $ 3 . 6 1 $ 0 . 3 3 $ 2 . 8 9 $ 7 5 , 8 5 7 $ 1 8 , 4 7 5 $ 3 : 7 7 $ 0 . 2 9 $ 3 . 0 4 P $ 0 . 0 4 ( $ 0 . 1 5 ) 2 4 . 4 % P ( 2 : 2 4 / 0 ( 4 . 2 7 i s ) 1 3 . 8 % r �� $ 8 2 , 0 3 0 $ 3 , 4 5 5 , 5 6 4 ' 3 , 3 5 ; $ 0 . 3 1 $ 2 . 7 2 I h 1 4 8 % 7 . 4 % 7 . 4 % 6 . 5 % , 6 , 3 % 2 Total Gross Revenue 57,118,807 67,510,714 Memo Average Fut( Tall Lanes Average 3+ Lanes The 2007/2008 fiscal year-to-date traffic volume is 1.992 higher than the same period last year and continues to be above Vollmer's projections. The 2007/2008 fiscal year-to-date revenue is 8.8% higher than for the same period last year and is below Vollmer's projections by 6.5%. Year- to-date average hourly revenue per -trip is $0.20 or 6.65-6 less than projected by Vollmer. Fiscal year-to-date traffic and revenue data are summarized in the table below. Tine following trip and revenue statistics tables represent ail trips taken on the 91 Express Lanes and associated potential revenue for the months of July 2007 through August 2007. Fiscal 2008 Year -To -Date as of August 31, 2007 111H26077 1( Full Toil Lanes 3+ Lanes [I, 1,937*(117 565,664 1,968,357 532,366 131;340) 33,278 (I .6%) 1,917,941 6.35t 537,801 1.0% 5.2% Total Gross Trips 2,502,651 1 2,500,743 1,938 2,455,742 1.9% Fill( Toll Lanes $6,940,779 $7,458,686, $152,029 (S517.907) $25,999 (6.9%) 65,388,069 17.1% $155,485 8.7% 14.5% is4ei 206) (6. 5%) 56,543,553 111IT§,441,41 rill' I $3.58 63.79 $0.31 $029 (30.2'.) $0.02 6.9% 8.6% 63.33 7.5% $0.29 6.9% Average Gnoss Revenue $2.84 $3.04 ($0.29) $2.66 6.8% J Li/Mtn; 3 • • " " T r a f f i c a n d R e v e n u e S u m m a r y T h e c h a r t b e i m , r e f l e c t s t h e t o t a l t r i p s b r e a k d o w n b e t w e e n F u l l T o l l t r i p s a n d H O V 3 + t r i p s f o r F i s c a l Y e a r 2 0 0 7 / 0 8 o n a m o n t h b a s i s , 4 0 n 0 0 0 " 2 2 5 , . ; . 1 0 0 ! 1 , 0 5 0 , 0 0 0 8 7 5 , 0 0 0 E > 7 0 0 , 0 0 0 5 2 5 , 0 0 0 3 5 0 , 0 0 0 1 7 5 , 0 0 0 F i s c a l Y e a r 2 0 0 7 - 2 0 0 8 T r a f f i c V o l u m e O v e r v i e w I A A , ! ' = ! J u k 0 7 A u g - 0 7 S e p - 0 7 O c t - 0 7 N o v - 0 7 D e c - 0 7 J a n - 0 8 F e b - 0 8 M o n t h I r a F u l l T o l l L a n e s i 3 + L a n e s M a r - 0 8 A p r - 0 6 M a y - 0 8 . . h t n - 0 8 T h e c h a r t b e l o w r e f l e c t s t h e g r o s s p o t e n t i a l r e v e n u e b r e a k d o w n b e t w e e n F u l l T o l l t r i p s a n d H O V 3 + t r i p s f o r F i s c a l Y e a r 2 0 0 7 / 0 8 o n a m o n t h l y b a s i s . 1 $ 3 , 8 3 0 , 0 0 0 $ 3 , 4 5 0 . 0 0 0 * $ 3 , 2 7 0 , 0 0 0 $ 3 , 0 9 0 , 0 0 0 8 2 . 8 1 0 , 0 0 0 . S 2 , 7 3 0 , 0 0 0 p . , 5 5 c , c o o F i s c a l Y e a r 2 0 0 7 - 2 0 0 8 R e v e n u e S u m m a r y = 4 1 1 1 1 ! k " - 1 1 2 - 7 = - E , r , ! ! ! ! ! ! ! ! ! ' 7 , 0 1 : w a l l a A u g - 0 7 O c t - 0 7 N o v - 0 7 D a c - 0 7 J a n - 0 8 F e b - 0 8 f u t a r - O g M o n t h ! l e F u r l T o l l L a n e s i t 3 + L a n e s r ' i ! f , r A p r - 0 8 t a f f y - 0 8 J u n - 0 8 1 , 1 ! r r e : A r 4 Thirty tunes during the month 'of August 2007, peak hour eastbound traffic as reflected in the chart below exceeded 90% or more of defined capacity; with the highest volume at 98% of defined capacity on Wednesday: August during the 5:00-pm. As demonstrated on the next chart, Westbound peak hour traffic volumes top out at 67% of defined capacity. EASTBOUND PEAK -HOUR VOLUMES P The 440 -1500 1544 - 1606 1644 - 1760 1700 - IPA 1534 - 190C 190C - 2000 Wan 05 07780f6Y Tweed 57131/97 Wdaaaday 05.e01707 riumday OMIT? ,1:66 11: :ij.49agi 53.80 351 2,250 47% „$3.90 3115 84,25 574 2,549 97% 44:536T..6t6;1,, , ALM :311886666190% 16.1 ' ' 6-6:6:66 . 6666-19618,11,.... $4.25 551 2275 58% $5.76 : 833 2,839 . 84 5290 372 1,923 57% 54.15 443 2,375 : 70% Felday 65 - 00i7W47,7747 15.19 484 3,035 89% • ORIOVEO-00f-A6:8 i 9.50 476 2,840 84% 58.09 $4.94 14.55 482 2,734 559 5,565 441 1,839 8096 76% 54% • dkdndW 06125/07 Tuesday day 11668107 Thursday 5810104 Friday,0907 FM 1166 ''-'141,643i114*-. %.,9:.-.6141sil 1.:„T - ---:6:6 0 9*---'' ,1619#114,1W01314 i '..r1.431.1A3667-•?454.' 1 F , , ...»..1S1174 1400 • 1500 $3 90, 306 1271 55% 53.80 340 2,937 63% 53660 33 2,158 63% 13.20 343, 2,484 73% $5.10 479 2965 87% 3501• 1130 _ 714-OA 1 1441--84# .7; :116-66. $4 70 sr 3,041 am 649a 525 3.0oo eau -71-44i6:4,,,?-i44,,,V4143-..*7.Ew ., $925 540 2940 87%-. 1620 • 1700 $6:55 465 2263 67°k $8.00 561 3,005 88% 58.50 539 2971 87% A.:21-6-6.--74-54-1,659-6-----19.21if- 39.50 513 2,840 54% 1700 - 1840 6•193,19:ii-6-7..419:-----,f4.1.940 .....c.913%., $8 50 4i7 3,ara 69% ,66W : ::.AsiE7al,t74,1:: iii*'-.1 *tit .--1-11s 7: til,r4f.:74*.; woo 463 2299 85% 1850 - MO $4 10 474 2648 78% SW 45 499 2 645 76% 14.95 525 2615 83% 15 75 557 2.692 85% 14.90 491 2,573 76% 1900 - 2000 1290 359 1,817 53% $2.90 371 1,234 57% 52.9C 324 2 113 - 62% 54 15 379 1,527 59% 14.55 434 1,643 54% &Rift 58.113/07 Tuesday 086415/ Wednesday 28115/87 Thursday'58618107 . Friday 01117661 F53 Thus 6i 913014:3316k.i,:::*W1.119-: 1 R3394.13 11136-„1-.386:!tiii.-5:10.4409,ANTISAWROW.600444.4tvotigOiii0'.5161MOSiZiblied04ii:$ VA • 1500 $3.84 324 1,921 57% 53.50 324 2,117 62% 13.893 306 2,127 63% 53.90 322 2,329 649% 15.14 1 462 . 2,274 87% 1500 .1604 $4,10 477 2,665 78% 14.713 509 2,821 85% 14.55 399 2.270 67% $4.95 524 3,030 89% _ '649.21::7331 ,170:4=0:*:1: 165C • 1700 : 1625 420 2,627 77% 58.00 532 2,903 85% 15.50 552 2977 88% $925 4138 2,858 84% 19.50 515 2667 84% 1704 - IWO 19.65 410 2,851 84% 9918:9C•9 "4,-66 : !!ii,,,Oiiitinik : toll -,) !6f9ll!iji.:R*1 59.25 480 3,014 89% 18.05 457 2,762 81% 1800 • 1903 14.10 451 2,546 75% $5.45 519 2.850 8536 $4.95 541 2796 82% : $5.75 523 2,814 83% 14.90 466 2414 71% 1900 - 2000 $2.90 321 1296 47% 42,90 349 1,963 5.636 $2.94 367 1,290 59% 64.15 358 1.825 56% $4.55 416 1,895 56% Ilenday 01122107 Tuesdey 28121107 Wednesday 06022101 Thursday 019123107 'Friday 087241117 Plf Thaa 916164•933616/#02: NaV.P199/3 13010./ n:-0699!glites9,-.6-/ 39,911,6106ii4ISS114.16i431:14'..',„ ...1: "..:1'..:: aint''..2t 4)' - --',',-., - . ''' Win 1400 . 1500 $3.80 318 2,081 61% 53.8E 325 : 2,294 ' 6536 $3.80 319 2,227 56% 53.90 337 2587 76% 55,10 427 2821 83%, 1888 - 18%8 4.:18 4.' 2888 88% f...0413.6!: :139: : : Jii:ligs21,t ' • ,4464,;i4,*1114:380ffijiiil r.4#1,11:1,63Pliii.f1473V; 49.2s 539 2257 87% 1640 .1700 16.A 485 2,893 85% .48.00 498 2,453 ark $8.50 493 2292 sax r.,..8936.,:!!-,...623:, 3;8iii.57, 11.5.0:i:!:F661.2.1 41136171.:,$16:3-5: 1700- 1840 $5.65 434 2918 86% 18.54 421 2,753 81% $8.50 424 5,932 86% i1-6f6.18:::-:-.:44: i'kOilfii.7::=0,7: 18.00 467 5224 65% 1330 - 1209 $4.10 461 2,654 78% $5.45 528 2.855 64% 34.95 503 2,717 50% 15.75 485 2849 54% 84.94 450 2478 73% 1950 - 2000 $2.90 319 1,777 52% 12.94 407 2,226 69% 12.90 490 2029 62% 14.15 402 2,125 6.5% S4.51 452 1,96.3 58% fiendey 05127151 Tuesday 0W28197 PM Time 1400 -1500 ;8.80 290 2013 59% 150°- #14-11::::168?1111,66.11311V8.8%.:;.- 15119 • 1700 $6,85 495 2,976 85% 1700 - 1800 16.55 438 2,929 86% 54.90 438 2686 79% 1400 - 2409 52.24 312 1,625 48% 100E-1900 )11119: 565,:iir - Wednesday 0$1291117 $3.80 279 . 2,135 . 63% ,6143969,19. 264 .61.143 ii,157`96' '' ' • 61.2.8164,,319846:•:•:8,678 7.88%6 :58.50 445 3,001 88% 55.48 493 2,84E 84% 52.20 313 2,058 61% 13.84 287 2334 :69% ;00f-r;.-1611S: UP: P51T,,,i101,Ni, 54.95 2909 8E% 1220 344 2,027 60% Thursday 02932107 Gad, $320 317 2,570 76% 4-4.11ily"145.7-3:101P5146i3 19.25 492 3238 82% 4was ,,11..1 !l#,.:16 , 1-.171'2. '4833- $5.15 404 2,216 65% Friday 0113147 P.9 WSW 16.10 59,25 ASO 18.34 54.90 $4.55 511 563 509 431 417 443 3,000 2,859 2,737 2,29.9 1,905 1,642 5836 54% 81% 68% 55% 49% • " W E S T B O U N D P E A K - H O U R V O L U M E S n a r y 8 7 # S f F i D 7 : T u u r d a y 0 7 1 3 1 / 6 7 0 4 C 0 . 0 5 0 C 0 5 0 0 - 0 6 5 0 0 8 0 0 . 0 7 0 0 o n o - 0 8 0 0 0 8 0 0 - 0 3 0 0 0 0 6 5 " 1 0 , 1 M W a a r o s d a a 0 8 1 6 1 1 0 7 7 . 2 5 2 6 9 7 $ 3 . 7 0 4 3 7 1 , 7 9 3 5 3 . 5 0 4 9 3 2 : 2 1 3 4 . 2 0 3 5 3 2 , 0 1 0 5 3 . 5 C 2 6 4 1 , 6 6 3 5 3 . 0 5 2 5 5 1 , 5 . 8 4 2 2 % $ 2 . i 5 . 2 8 0 7 5 5 2 2 1 E - 5 0 . 2 5 5 3 % S 3 . 7 0 4 9 5 1 ; 7 9 4 5 3 % $ 3 . 5 5 6 5 5 5 5 3 . 3 0 4 4 0 2 5 2 5 5 9 5 1 5 4 . 2 0 X 2 2 , 6 9 5 - - 5 2 % 5 4 . 1 0 4 9 % $ 3 . 6 1 5 3 0 4 1 , 5 6 1 5 5 ' % 5 3 : 7 6 4 1 % 5 3 . 6 5 2 ' v 0 1 , 4 8 1 7 1 5 4 3 2 1 , 5 5 5 4 7 % 1 . , 9 1 3 5 5 % 3 5 3 1 5 7 2 4 5 % 2 5 1 1 , 5 7 5 4 6 % 3 2 0 1 , 3 9 5 4 1 % - : . 1 8 a a d a y B 3 1 3 5 1 0 7 7 0 e e d a y C B 1 0 7 M T W e d n e s d a y 0 8 . 5 5 8 5 0 7 - : 7 i r u n a 4 a y O B i 0 9 A I ' . : F 7 H a y $ 8 1 1 6 f O F A . B 1 Y 1 a + a F r e y a = s s 4 1 Y , Y . 5 ^ �� 1 1 ' t 1 e s ? � ' � : # S 4 1 Y E l i 1 d : ( ' B H C 1 ' ' . 1 ' 1 1 1 ~ , 0 4 0 0 - 0 5 0 0 ' $ 2 2 5 2 7 1 ; 7 5 6 2 2 % " 5 2 . 2 5 2 6 4 - 7 1 3 2 1 % 5 2 . 2 5 1 6 0 3 8 0 1 1 % - 5 2 2 5 - 2 8 5 7 4 9 . 2 2 % $ 2 . 2 5 2 5 1 9 5 4 0 5 0 0 - - 0 5 0 0 5 3 . 7 0 4 7 3 > 1 5 3 1 5 4 % $ 3 . 7 0 4 9 1 1 , 8 1 4 5 3 % 5 3 . 7 0 ' 3 7 2 1 , 1 6 1 : 3 4 % $ 3 . 7 0 = . 5 2 5 1 5 6 0 . 5 5 % $ 3 . 5 5 : 5 3 1 , 8 7 8 5 5 % 0 6 0 5 - 0 7 0 0 5 3 . 8 0 . - 4 4 6 . 2 0 6 3 6 1 % : $ 3 . 3 0 4 5 4 2 . 0 9 1 8 2 % $ 3 . 8 5 3 5 0 1 . 4 9 1 : 4 4 % 5 3 . 6 4 4 3 5 - 2 , 0 6 7 : 5 1 % S 3 . 7 0 4 4 6 2 0 1 5 5 9 % C 7 0 0 - 0 6 0 0 : $ 4 . 2 5 3 7 5 1 , 5 9 3 5 9 % 5 4 . 2 0 3 5 5 1 , 2 6 9 - 5 8 % $ 4 . 2 0 3 9 4 1 , 6 0 0 ' 5 3 % ; 5 5 . 2 0 ; 3 8 9 1 5 9 5 5 9 % : 5 4 . 1 5 . : 3 2 8 1 , 6 8 5 S 2 5 , 1 0 3 9 0 - 0 0 0 9 6 3 . 8 0 7 3 7 1 , 4 0 4 4 4 % 6 3 6 0 - 2 7 8 _ 1 , 8 1 6 : 5 3 % . . $ 3 . 8 0 - 3 2 5 1 . 5 4 1 : 5 4 % $ 3 . 3 0 2 6 3 1 , 9 1 7 5 6 " a - $ 2 7 0 2 4 6 : 1 4 5 1 4 3 % - : - . 0 9 J 0 - i M . I 6 3 . 0 5 - 2 4 2 " 1 , 3 4 2 3 0 % $ 3 . 0 5 - 2 6 1 - 1 4 1 0 4 1 % : $ 3 0 5 - . , 2 6 9 1 , 6 0 2 5 0 % $ 3 , 0 5 . . . . 2 9 0 1 , 4 9 5 - . i 4 % : $ 3 . 0 5 2 K 2 1 , 3 E 1 0 6 1 1 3 4 7 T u e s d a y . 0 3 1 1 0 7 S l a d e a s a e y O W 1 5 1 0 7 T h u r s d a y 8 3 / 8 8 1 0 7 - : ` F t f d a y 0 8 1 1 7 1 4 7 A M T h e e P a c e ` - . - : . , ' H @ U ' ���� - - z P . 0 p 4 # 1 ? : , . . . . 4 V - l ' 4 1 7 ��t } . 1 f , . : : : 4 0 ' , P ? i w ��a d 7 ( t 4 ) t 1 l ' 1 1 I . a ; . s ' 0 . 1 I ( 7 ! # ' i N , 1 . 4 ' , y 0 4 0 0 - 0 5 0 0 ' $ 1 . 2 5 = 2 7 3 7 5 2 2 2 % : . 3 2 2 5 T i e ' 7 3 1 - 2 2 . 4 3 1 2 5 2 6 8 7 1 8 2 1 % $ 2 . 2 5 . : 2 7 7 7 3 9 . : . 2 2 ' $ 2 2 5 - . : 2 2 2 6 1 6 1 8 % ' > 0 5 0 0 - 0 5 5 0 5 3 , 7 0 4 7 1 - U N 5 6 % 5 3 . 7 0 5 1 3 1 , 6 3 0 5 4 % 5 3 . 7 0 = 4 5 0 1 , 7 4 4 5 1 % $ 9 . 7 0 4 0 1 1 7 6 6 : ' 5 2 % 5 9 . 5 5 4 7 0 ' 1 , 7 0 1 5 9 % ' 0 8 0 0 . 0 7 0 0 6 3 . 5 0 4 2 6 2 , 0 5 4 : 6 0 % $ 3 . 8 0 4 6 4 - Z 1 9 2 . 6 4 % ' 6 3 . 8 0 4 4 7 1 , 0 4 1 : : 5 7 % 5 3 . 8 0 : - ' : 4 5 3 , 2 , 0 5 8 6 1 % ; 6 3 , 7 0 4 0 3 1 . 3 3 9 5 6 % . 8 7 0 0 ' = 0 8 6 0 , . $ 4 . 2 0 3 1 7 1 , 7 7 7 5 2 % . $ 4 . 2 0 - 3 T 7 . 1 , 9 2 5 5 7 % ' 5 4 . 2 0 . 3 5 8 1 , 8 0 6 5 3 % 5 4 2 0 " ' 3 5 8 4 , 5 1 7 ' S 3 % . _ $ 4 . 1 0 3 5 0 " 1 , 6 2 4 4 8 % ` 0 8 0 0 - 0 9 0 0 . $ 3 . 5 0 2 4 7 1 , 6 0 6 4 7 % $ 3 . 8 0 2 5 0 1 , 7 3 7 5 1 % ' 5 3 . 5 0 2 5 5 9 7 8 1 . ' : 5 2 % $ 3 . B 0 2 3 2 1 , 5 7 4 . - 4 5 % 5 3 . 7 0 2 0 0 1 A 6 4 4 3 % 0 9 0 0 . 1 0 0 0 5 3 . 0 5 2 3 0 . . 1 , 2 6 1 3 7 % - . $ 3 . 0 5 2 0 8 ' 1 , 1 4 5 3 4 % 5 1 0 5 2 5 7 ' . 1 , 6 2 9 ' 4 5 % 5 3 . 0 5 2 2 f 1 , 4 1 0 4 1 % : : $ 3 , 0 5 2 7 7 1 , 4 4 1 ' 4 2 % : : . l l o n d a y . : . O B P 2 0 4 7 T u e s d a y 0 3 1 2 1 1 0 7 - W e d n e s d a y 0 8 4 2 1 0 7 ' T h u i a d e y Q 8 Q 8 T a 7 : ; . : F d d a g . . t 8 t 2 � t 0 7 A M T 1 r a a . p q , 1 , i r T f N i M 1 y G ' ��` . 0 0 p . ��P r i c c ` - H f k V a f . . . C a p . , P d c 6 " ' d ' �� t ' e L l i C a p j : , 0 4 0 5 - 0 . 5 0 0 . $ 2 2 5 2 5 7 : 8 0 1 . 2 4 % . : $ 2 . 2 5 , 2 6 0 7 3 6 - 2 2 % $ 2 2 5 2 9 5 7 4 3 - . : 2 2 % 5 2 . 2 6 2 7 7 7 5 5 - . . 2 7 % 6 2 2 6 2 2 4 ' 3 3 9 1 1 0 5 0 0 . - 0 6 0 0 > $ 3 - 7 0 5 5 3 1 5 0 5 5 3 5 5 $ 3 . 7 0 4 5 3 1 . 6 4 5 4 5 % - $ 3 . 7 0 4 2 7 1 , 4 9 6 4 4 % $ 3 : 7 0 . 5 1 3 9 , 8 1 9 5 4 % ` 5 3 . 5 5 4 5 1 1 , 7 1 E 0 5 0 0 . 0 7 0 0 : $ 0 . 8 0 4 0 2 ' 2 5 4 5 6 0 % $ 3 . 8 5 1 9 5 1 , 5 7 1 5 8 % - 5 3 . 8 0 4 2 8 , 2 , 0 3 4 . 5 0 - $ 3 . 8 5 4 3 9 2 , 1 7 1 5 4 % $ 3 . 7 0 : - 3 7 5 1 , 7 2 6 5 1 % 0 7 0 0 - 0 5 0 6 5 4 . 2 0 3 9 0 1 , 9 6 9 5 8 % . $ 4 2 0 4 0 2 2 . 0 7 3 6 9 % - S 4 . 2 0 4 0 2 2 . 5 5 5 6 1 % . $ 4 . 2 0 4 0 6 1 . 9 3 3 5 8 % . . $ 4 . 1 0 3 E 0 1 , 5 5 6 4 7 % 0 8 0 0 - 0 9 0 0 $ 3 . 8 0 2 4 0 1 . 7 5 5 5 2 % 5 3 . 8 0 2 5 8 2 , 0 4 9 6 0 % s 3 . 8 0 3 0 3 2 , 0 1 4 5 0 % $ 3 . 2 0 2 8 7 1 . 7 2 E 5 1 % $ 3 . 7 0 2 7 5 1 , 6 6 E 4 9 % O M - 1 0 0 0 ' - - 5 3 . 0 5 2 0 7 1 , 4 7 5 4 4 % 5 3 . 0 5 _ 2 5 9 1 , 6 6 6 4 9 % $ 3 . 0 5 5 5 0 1 , 7 5 4 : 5 2 % . $ 3 , 0 5 _ 2 7 8 1 , 4 5 3 4 3 % $ 3 . 0 5 2 5 5 - 9 , 4 4 3 4 2 % ' Y a s a m g 5 1 1 2 7 1 5 7 A 7 8 1 1 5 5 5 1 1 4 1 4 7 ' 5 i 1 4 4 4 5 6 N 1 4 ` " ��T X 5 0 9 , - 0 4 0 0 - . 0 5 0 0 - $ 2 . 2 5 2 7 5 B 2 4 - 2 4 % 0 5 0 0 - 1 / 6 0 0 - $ 3 . 7 0 4 8 5 1 , 9 1 3 5 6 % 0 6 6 0 - 0 7 0 0 - : 5 3 . 8 0 4 2 3 2 , 1 2 a 6 3 % 0 7 3 0 0 8 0 0 $ 4 , 2 0 3 3 1 1 , 7 4 5 5 1 % . 0 5 0 0 . 0 9 6 0 : $ 3 . 8 0 2 7 1 2 , 0 0 5 5 9 % 0 9 0 0 " 1 0 6 C 5 3 . 0 5 2 1 5 1 , 6 0 5 5 3 % T s , 5 5 0 : 0 8 1 2 1 1 " 5 2 . 2 5 ' 2 2 1 7 8 2 $ 3 . 7 0 5 0 9 1 , 8 7 4 5 3 . 1 0 4 5 9 2 , 2 8 0 $ 4 2 0 3 9 0 2 , 5 4 1 5 3 5 2 2 5 2 1 , 5 8 2 $ 3 . 0 5 2 3 9 1 , 7 E 6 2 3 % 5 5 % 6 7 % 5 6 % 5 5 % 5 2 % W e d n e s d a y 5 8 1 2 0 1 0 7 , _ $ 5 . 2 5 S 3 7 0 5 3 . 8 0 $ 4 . 2 0 5 3 . 5 5 9 3 . 0 5 3 0 0 5 1 0 4 8 4 3 a 3 I 6 4 2 4 8 I ! 7 7 4 1 , 3 5 4 2 , 1 8 9 ' 1 , 9 5 9 1 , 8 5 3 1 , 6 1 5 T h u r s d a y 2 3 % ' 6 2 . 2 5 5 5 % 5 3 . 7 5 5 4 % - . $ 3 . 8 9 5 9 % ' $ 4 . 2 0 5 3 % : 6 4 . 2 0 4 3 % $ 4 . 2 0 ' J F a d e y " 0 8 7 4 1 1 0 7 ' k ' I l y a 9 ��I e 2 7 5 ' 7 5 3 : ' 2 2 % 5 2 . 2 5 2 2 0 . . . . . 6 5 9 1 0 % 4 0 8 1 , 6 1 9 5 3 % . $ 3 . 7 0 3 9 3 ' 1 , 3 5 7 4 1 % i 5 1 9 2 , 2 5 2 a m 5 3 . 8 0 4 0 3 1 1 5 0 3 5 3 % 4 3 9 2 , 0 5 0 . 6 0 % $ 4 . 1 0 4 0 6 1 , 7 8 2 5 2 % 2 4 5 1 , 3 2 1 5 7 % S 3 . 9 0 2 9 2 1 5 9 9 4 4 % 2 3 2 1 , 5 2 a 4 5 % $ 3 . 4 5 3 2 1 1 , 6 3 4 4 5 % I Ctistorner Service and Violations Processing Customer service and Processing activities at ©CTA's operating contractor, 'Cofiroute USA, continued at a busy and productive rate. In August, the Customer Service Center received 37,391 incoming calls. Ali performance 1eve c specified in the operating contract were well within established standards. incoming E-mail Activity During August, the Anaheim Processing Center received a total of 4,801 e-mails, with a year-to- date total of 9,283 e-mails. Incoming Call activity CAL' Augu 07 Total Calls ut Totat Abandoned Calls 1,097 2,9% Total Incas ng Calls: 37,39 Total all % of Total i. Avera 20,421 . of Total 36,941. 10,524 17,834 Performance Measures REPORTING REQUIREMENT Reporting .,: . Augus PERFORMANCE STANDARD 07'� i U TO ER SERVICE T 6 Call Walt Time I Monthly Not to exceed 120 seconds 90 Abandon Rate ! monn,iy No more than 4.0% 2.9% Customer Satisfaction I monmy At least 75 outbound calls 78 Convert Violators to Customers �VIOLATION'PROCESSING L Quarterly 3 0% or more (to% Annualy) i i Response Time i Mammy within 2 business days of receipt i 0.8 CUSA Violation Collection Rate I Quarterly 70% or more Quarterly CUSA Violation Ccilection Rate TRAFFIC OPERATIONS ; Annue y ....tea...=...... .........._. 74% or more Annualiy _._ .... __...., ... ,..__...n....... ... .,_�.,.....a..�� initial & Seconcary Reviews Mono* = to or less than 15 days 2 "Plate Misread Errors Monthly = to or less than 0.4% 0.1a WY9i CAP oResponse Time ACCOUNTING � aao miy _.,. 20 minutes pe cal _.,�. _.. __ 14 _,�.v Exceptions_ INFORMATION iTECHNOLOGY Monthly No more Than 3 0 TpilPro Uptime I Monthly 99% Availability 100% Network Uptime I Monthly 99% Availability 100% ` Plate Mi E rformance is accumulated over a 60-day paned. Percentage reported is for .tune 2007 7 " " T r a n s p o n d e r D i s t r i b u t i o n S t a t u s T h e 9 1 E x p r e s s L a n e s h a s e x p e r i e n c e d c o n t i n u e d g r o w t h i n t h e n u m b e r o f d r i v e r s u s i n g t h e f a c i l i t y s i n c e i t s i n c e p t i o n . T h e s t e a d y g r c r w t h c a n b e m e a s u r e d b y t h e n u m b e r o f t r a n s p o n d e r s i t c i r c u l a t i o n e a c h y e a r . A t t h e e n d o f A u g u s t 2 0 0 7 , t h e 9 1 E x p r e s s L a n e s h a d 1 2 0 , 1 6 6 a c t i v e c u s t o m e r a c c o u n t s , w i t h 1 7 7 , 5 0 2 t r a n s p o n d e r s a s s i g n e d t o t h o s e a c c o u n t s . T o t a l t r a n s p o n d e r s a v a i l a b l e f o r d i s t r i b u t i o n a m o u n t e d t o 6 , 3 3 0 t r a n s p o n d e r s . T R A N S P O N D E R D I S T R I B U T I O N . _ I s s u e d A u g u s t 0 7 J u f p 0 7 r Y , A a e r a g Q ' T a g s ��. - ' �� o t 7 u t a t 7 a 9 ���� , v i . e t T o T o N e w A c c o u n t s 1 , 1 9 2 3 4 . 6 % I 1 , 0 6 7 0 . 0 ` t i e 1 , 1 3 0 A d d i t i o n a l T a p s t o E x i s t i n g A c c o u n t s 7 6 1 2 2 . 1 % I 7 1 1 . 3 4 . 4 e % 7 3 6 R e p l a c e m e n t T r e n s p o n d e r s I 1 , 4 9 0 4 3 . 3 � % 1 , 3 2 4 2 2 . 9 � % 1 , 4 0 7 T o t a l i s s u e d 3 , 4 4 3 3 , 1 0 2 3 , 2 7 3 R e t u r n e d A c c o u n t C l o s u r e s 6 6 4 3 0 . 3 � % 6 6 9 3 4 . 0 % 6 7 7 A c c o u n t s D o w n s i z i n g 1 5 3 6 , 6 � % j 1 9 1 I 9 . 7 @ % 1 7 2 D e f e c t i v e T r a n s p o n d e r s . 1 , 4 2 2 6 2 Q % i 1 , 1 0 6 5 6 , 3 % 1 , 2 6 4 T o t a l R e t u r n e d , 2 , 2 5 9 , 1 , 9 6 6 2 , 1 1 3 T R A N S P O N D E R I N V E N T ( ) S T A T U S I n f e r n a l ; E x t e r n a l T R A N S P O N D E R S O N - B A N D : T o t a l A v a i l a b l e f o r D i s t r i b u t i o n , : 6 , 1 3 5 j 1 9 5 j 6 , 3 3 0 C u s t o m e r - R e t u r n e d T a g C l a s s i f i c a t i o n I 1 . U n d e r W a r r a n t y - R e t u r n s t o S i n t : 3 0 0 2 . O u t o f W a r r a n t y - D e s t r o y : 3 , 5 1 3 . N o t y e t C l a s s i f i e d : 7 0 - T o t a l T r a n s p o n d e r s O n - h a n d : 1 0 , 8 5 0 T R A N S P O N D E R S C U R R E N T L Y A S S I G N E D T O A C T I V E A C C O U N T S : 1 7 7 , 5 0 2 C i s l e Q'1 9 9 7 0 1 9 0 8 0 1 4 0 9 l 3 2 0 0 0 p 2 0 0 1 1 3 2 0 0 2 C 1 2 0 0 3 2 0 0 4 E 3 2 0 0 5 Q 2 0 0 8 1 : 1 2 0 0 7 1 7 1 2 0 0 8 H i s t o r y o f G r o w i n g N u m b e r o f A c c o u n t s b y F i s c a l Y e a r A s o f A u g u s t 3 1 , 2 0 0 7 Operation On -road Operations Customer Assistance Specialists (CAS) responded to 175 calls during August The CAS team received 102 calls to assist disabled vehicles, 27 calls to remove debris and conducted 36 assists or traffic breaks. There were 5 accidents in the Express Lanes and 5 accidents in the general- purpose lanes. Projects Update ® In -lane Cameras Replacement The 1n-lane Cameras Replacement project is nearly completed with the exception of the punch list items, All new cameras and 'screens are operational and in use. Drafting of the final acceptance plan commenced in late August. it is anticipated testing for the final acceptance plan should commence:in late September. 6 Traffic Operations Center In April, construction of the new Traffic Operations Center (TOG) began. The installation of cabling, equipment network configuration and furniture was substantially completed in mid -June, with the cutover of camera images from the old TOC to the new TOC occurring in late June. Staff has relocated to the new TOG wfth minimal disruption. Project punch list items have been identified and full project completion is expected for September 2007. • Telephone; Replacement An agreerrient with Integrated Technology was executed in May 2007 for the; replacement of the 91<Express Lanes' telephone system. The new system will be a Nortei based solution which is similar to the standardized telecommunication systems currently utilized by OCTA. The phone equipment and T-1 line have been ordered. Staff, in conjunction vvith Cofiroute, is currently working on the Interactive Voice Response (IVR) component. it is estimated this project should be completed by the end of the calendar year. • 9 " O p e r a t i n g S t a t e m e n t Y T D a s o f A u g u s t 3 1 . 2 0 7 Y T D Y a n D e s c r i p t i o n A c t u a l i B u d g e t i D o l l a r $ P e r c e n t ( % ) t _ v y � - - ( . r , ��- i i I i ? ��i - ��w O p e r a t i n g r e v e n u e s : T o i l r e v e n u e 6 , 6 6 2 , 6 8 1 . 1 8 I $ 6 , 6 8 7 , 3 4 0 . 0 0 ' , $ ; 2 4 , 6 5 8 . 8 2 ) ( 0 . 4 ) ; s e r e v e n u e 1 , 4 8 1 , 8 7 6 . 7 5 1 1 , 2 2 5 , 4 7 0 . 0 0 F 2 5 6 . 4 0 6 . 7 5 2 0 . 9 T o t a l o p e r a t i n g r e v e n u e s 8 , 1 4 4 , 5 5 7 . 9 3 , 7 , 9 1 2 , 8 1 0 . 0 0 2 3 1 , 7 4 7 . 9 3 2 . 9 O p e r a t i n g e x p a n s e s : C o n t r a c t e d s e r v i c e s 9 5 4 , 7 9 6 . 5 1 . 9 9 8 , 9 4 0 . 0 0 4 4 , 1 4 3 . 4 9 4 . 4 A d m i n i s t r a t i v e f e e 2 6 7 , 2 8 6 . 4 6 I 4 1 8 , 7 1 4 . 0 0 1 5 1 , 4 2 7 ! 5 4 3 6 . 2 O t h e r p r o f e s s i o n a l s e r v i c e s 1 2 3 , 8 1 6 . 0 1 j 3 0 7 , 6 6 3 . 0 0 1 8 3 , 8 4 6 . 9 9 5 9 . 8 C r e d i t c a r d p r o c e s s i n g f e e s 1 9 1 , 4 5 4 . 6 0 I 1 8 2 , 6 0 0 . 0 0 I ( 8 , 8 5 4 6 0 ) ( 4 . 8 ) T o l l r o a d e x e u n t s e r v i c i n g 1 2 5 , 6 8 6 . 8 6 1 7 0 , 1 5 0 . 0 0 E 4 4 , 2 6 3 . 1 4 2 6 . 0 O t h e r I n s u r a n c e e x p e n s e 6 6 , 0 7 7 . 0 6 - ( 6 6 , 0 7 7 . 0 6 ) N / A T o i l r o a d m a i n t e n a n c e s u p p l y r e p a i r s 6 7 , 0 3 4 . 6 2 7 5 , 8 6 2 . 0 ' 3 8 , 8 2 7 . 3 6 1 1 . 6 P a t r o l s e M c e w - 7 1 , 3 8 6 . 5 C 6 9 , 7 2 0 . 0 0 ( 1 , 6 6 8 . 5 0 ) ( i . 4 ) B u i l d i n g e q u i p m e n t r e p a i r s a n d r n a i n t 7 8 , 8 1 0 . 8 4 ( 7 8 , 8 1 0 . 8 4 ) W A O t h e r s e r v i c e s 1 , 8 7 1 . 0 0 8 3 3 . 0 0 1 ( 1 , 0 4 1 . 0 0 ) ( 1 2 5 . 4 ) A d v e r t i s i n g f e e s 6 , 7 5 0 . 5 4 E - i ( 6 , 7 5 0 . 5 4 ) N / A U t i l i t i e s 1 , 2 8 3 . 2 4 1 9 , 9 7 7 . 0 C i 1 8 , 6 9 3 . 7 6 9 3 . 6 O f f i c e e x p e n s e 1 1 , 8 5 0 . 3 2 6 5 , 1 2 8 . 0 0 5 3 , 2 7 7 . 6 8 8 1 . 8 B a d d e n t e x p e n s e 4 6 4 . 5 1 - ( 4 6 4 . 5 1 ) W A M i s c e l l a n e o u s 2 9 , 1 5 0 . 1 0 3 4 , 0 8 0 . 0 0 4 , 9 2 9 . 9 0 1 4 . 5 L e a s e s ` 7 6 , 9 9 0 . 8 8 6 8 , 4 7 6 . 0 0 1 ( 8 , 5 1 4 . 8 6 ) ( 1 2 . 4 ) P r o p e r t y t a x e s . . j W A D e p r e c i a t i o n a n d a m o r d z a t i o n . 1 , 5 3 6 , 1 7 4 . 0 0 i ( 1 , 5 3 6 , 1 7 4 . 0 0 ) W A T o t a l o p e r a t i n g e x p e n s e s 3 , 6 1 1 , 0 8 6 . 0 3 i 2 , 4 1 2 - 1 4 0 0 0 i ( 1 , 1 9 8 , 9 4 6 . 0 3 ) ( 4 9 . 7 ) O p e r a t i n g I n c o m e ( l o s s ) 4 , 5 3 3 , 4 7 1 . 9 0 I 5 , 5 0 0 , 6 7 0 . 0 0 I ( 9 6 7 1 9 8 . 1 0 ) 1 ( 1 7 , 6 ) N o n o p e r a t i n g r e v e n u e s ( e x p a n s e s ) : i n t e r e s t i n c o m e 4 3 8 , 1 8 8 . 5 8 1 4 8 9 , 3 6 8 . 0 0 ( 5 1 , 1 7 9 . 4 2 ) ( 1 0 . 5 ) I n t e r e s t e x p e n s e ( 1 , 8 3 1 , 4 4 1 . 7 8 ) 1 ( 1 , 9 3 2 , 0 5 5 . 0 0 ) , 1 0 0 , 6 1 4 . 2 2 5 . 2 O t h e r - 8 , 9 1 4 . 0 0 i ( 8 , 9 1 4 . 0 0 ) 1 0 0 . 0 ) T o t a l n o n o p e r a t i n g r e v e n u e s ( e x p e n s e s �%t ( 1 , 3 9 3 , 2 5 3 . 2 0 ) i ( 1 , 4 3 3 , 7 7 4 . 0 0 k _ 4 0 , 5 2 0 . 8 0 E 2 . 8 T r a n s f e r s i n N ' A T r a n s f e r s o u t - 1 1 3 9 1 , 7 6 0 . 0 C ) 3 9 1 , 7 6 0 . 0 0 I 1 0 0 . 0 N e t i n c o m e p 0 5 0 1 $ 3 , 1 4 0 , 2 1 8 . 7 0 1 $ 3 , 6 7 5 , 1 3 6 . 0 0 1 $ ( 5 3 4 , 9 1 7 . 3 0 ) l ( 1 4 . 6 ) ' V t r e t e r a m o u n t s . a r e a c c o u n t e d f o r o n t h e s o n n e t b a s i s o f a c c o . r e i n g i n a n e n t e r p r i s e f u d . e t r l a e t a r r a e r e a c c o u n t e d f o r a r i a � r a d d l e d a c m e : b a s i s o f a c c o u n d n a I v i t s c e " f i r c m t e e x p e n s e s i r - d e ; H o r d I n s u r a n c e C o s E s . B a r * S e r v i c e C h a r g e , T r a s p o s x s a t . M a u + f a h : r ` J e p r a c i a b o n a n d e m o n i c a b o n a r e n o t h u d p e t e d i t e m C a p i t a l A s s e t A c t i v i t y D u r i n g t h e t w o m o n t h s e n d i n g A u g u s t 3 1 , 2 0 0 7 , c a p i t a l a s s e t a c t i v i t i e s i n c l u d e d a p p r o x i m a t e l y $ 8 7 , 9 7 4 f o r t h e p u r c h a s e o f t r a n s p o n d e r s a n d $ 9 , 7 9 3 r e l a t e d t o t h e p u r c h a s e o f c o m p u t e r e q u i p m e n t . ATTACH€ ENT C Status Report 2007 As of September 30, 2007 " o n s T r a f f i c a n v i l l i v e n u e S t a t i s t i c s T o t a l t r a f f i c v o l u m e o n t h e 9 1 E x p r e s s L a n e s f o r S e p t e m b e r 2 0 0 7 w a s 1 , 1 4 0 , 9 6 2 . T h i s r e p r e s e n t s a d a i l y a v e r a g e o f 3 8 , 0 3 2 . T h i s i s a 4 . 8 % d e c r e a s e i n t o t a l t r a f f i c v o l u m e f r o m t h e s a m e p e r i o d l a s t y e a r w h e n t r a f f i c l e v e l s t o t a l e d 1 , 1 9 9 , 0 7 2 . P o t e n t i a l t o l l r e v e n u e f o r t h e m o n t h w a s $ 3 , 2 7 6 , 2 3 8 w h i c h r e p r e s e n t s a d e c r e a s e o f 0 . 4 % f r o m t h e p r i o r y e a r ' s t o t a l o f $ 3 , 2 9 0 , 0 7 2 . T h i s d e c r e a s e c a n p a r t i a l l y b e a t t r i b u t e d t o t h e f a c t t h a t t h e r e w e r e m o r e w e e k d a y s i n S e p t e m b e r 2 0 0 6 a s c o m p a r e d t o c u r r e n t y e a r , i . e . , f i v e F r i d a y s l a s t , y e a r � a s c o m p a r e d t o f o u r F r i d a y s c u r r e n t y e a r . C a r p o o l p e r c e n t a g e f o r t h e m o n t h w a s 2 1 . 4 % c o m p a r e d t o t h e p r e v i o u s y e a r ' s r a t e o f 2 0 . 7 � / o . A v e r a g e h o u r l y r e v e n u e p e r t r i p i s $ 0 . 1 7 o r 5 . 6 % l e s s ' t h a n p r o j e c t e d b y V o l l m e r . M o n t h - t o - d a t e t r a f f i c a n d r e v e n u e d a t a a r e s u m m a r i z e d i n t h e t a b l e b e l o w . T h e f o l l o w i n g , t r i p a n d r e v e n u e s t a t i s t i c s t a b l e s r e p r e s e n t a l l t r i p s t a k e n o n t h e 9 1 E x p r e s s L a n e s a n d a s s o c i a t e d p o t e n t i a l r e v e n u e f o r t h e m o n t h o f S e p t e m b e r 2 0 0 7 . C u r r e n t M o n t h - t o - D a t e a s o f S e p t e m b e r 3 0 , 2 0 0 7 ( 2 0 0 6 1 2 0 0 7 d a t a i s f o r t h e c o r r e s p o n d i n g m o n t h i n t h a t f 3 s c a l y e a r ) ' F u l l T o l l L a n e s 8 9 6 , 6 7 5 9 3 4 , 6 2 9 i 3 7 . 9 4 } 9 5 1 , 2 2 0 3 + L a n e s 2 4 4 , 2 8 7 2 2 6 , 8 0 0 1 7 , 4 8 7 7 1 % 2 4 7 , 8 5 2 T o t a l G r a s T V e t F u l l T o l l L a n e s P s 1 , 1 4 0 , 9 6 2 $ 3 , 2 0 0 , 7 8 8 0 1 , 1 6 1 , 4 2 9 ( 2 0 . 4 5 7 ) $ 3 , 4 6 5 , 2 1 4 ( $ 2 6 4 : 4 2 6 ) ( 1 : : 8 % ) 1 , 1 9 9 , 0 7 2 $ 3 , 2 1 8 , 4 9 6 { 3 . 0 W s 3 + L a n e s $ 7 5 , 4 5 0 5 6 9 , 4 1 4 $ 6 0 3 5 8 . 7 % 5 7 1 , 5 7 6 5 . 4 ` Y o T o t a l G r o s s R e v e n u e $ 3 , 2 7 6 , 2 3 8 $ 3 , 5 3 4 , 6 2 9 " ( 7 ' i U . . , ^ . ) 5 3 , 2 9 0 , 0 7 2 r , , , : % ) : r ` T r t A v e r a g e F u l l T o l l L a n e s $ 3 . 5 7 , v . $ 3 . 7 1 ' { 5 . 1 4 ) = 3 2 % ) 6 3 . 3 8 5 . 6 � % A v e r a g e 3 + L a n e s $ 0 . 3 1 9 0 . 3 1 $ 0 . 0 0 0 . 0 % ' $ 0 . 2 9 ' 6 . 9 � % A v e r a g e G r o s s R e v e n u e $ 2 . 8 7 l $ 3 . 0 4 a ; $ 2 . 7 4 4 . 7 0 % 2 The 2007`200B fiscal year-to-date traffic vciurne is 0.3% lower than the same period last year. The 2007.'2008 fiscal year-to-date revenue is 6.7% higher than for the same period last year and is below Vollmer's projections by 6.7%. Year-to-date average hourly revenue per -trip is $0.19 or 6.7% less than projected by Vollmer. Fiscal year-to-date .traffic and revenue data are summarized in the table below. The following trip and revenue statistics tables represent ali trios taken on the 91 Express Lanes and associated potential revenue for the months of July 2007 through September 2007. Fiscal Year 2007/2008 to Date as of September 30, 2007 (2007/2008 data is for the peed July 1, 2007 through Septern 30, 2007; 2008/2007 data is for the s rresponding period in that fiscal yeah; FuE Toll Lanes 3} mes Total Gros; fJ Full Toll Lanes s Total Gross Revenue 2,833 692 809,9 3,643,643 $10,141,567 $253,478 $10,395,044 2,902.986 759.186 3.662,171 $10,923,900 $221,443 14 1 50,765 ($732,333? $32,035 ($ 7>".^;298) 6.7% 785,653 (0.5%) 3654,814 [[ (7.2144 14.5% 1' $9,606,565 (1 2%) 31% ;E.3`4) 5:6% $2.27,061 ` 11 6% $9.833,626 5. Average Full Tall Lanes Average 3+ Lames $031 $3.76: $0.29 $0.02 6.9% $3.35' i0.29 69%' 69%. Average Gress Revenue: $2.85': $3.04 tci.v fuy $2.69 5.9% 3 • • " " T r a f f i c a n d R e v e n u e S u m m a r y T h e c h a r t b e l o w r e f l e c t s t h e t o t a l l i p s b r e a k d o w n b e t w e e n F u l l T o l l t r i p s a n d H O V 3 + t r i p s f o r F i s c a l Y e a r 2 0 0 7 . / 0 8 o n a m o n t h b a s i s , t 4 0 0 , 0 0 0 T i 1 , 2 2 5 , 0 0 0 0 5 0 , 0 0 0 e 8 7 5 , 0 0 0 E 7 0 0 , 0 0 0 5 2 5 , 0 0 0 3 5 0 , 0 0 0 1 7 5 , 0 0 0 F i s c a l Y e a r 2 0 0 7 - 2 0 0 8 T r a f f i c V o l u m e O v e r v l e v r I J u l - 0 7 A u g - 0 7 S e p - 0 7 C c t - 0 7 M N - 0 7 D e c - 0 7 J a n - 0 8 F e b - 0 8 H e r - 0 8 A p r - 0 8 M a y - 0 8 J u n - 0 8 f M o n t h � r F u N T o y s L a n e s �% 3 + L a n e s T h e c h a r t b e l o w r e f l e c t s t h e g r o s s p o t e n t i a l r e v e n u e b r e a k d o w n b e t w e e n F u l l T o l l t r i p s a n d H O V 3 + t r i p s f o r F i s c a l Y e a r 2 0 0 7 / 0 8 o n a m o n t h l y b a s i s . F i s c a l Y e a r 2 0 0 7 - 2 0 0 8 R e v e n u e S u m m a r y J u l - 0 7 A u g - 0 7 S e p - 0 7 O c t - 0 7 i s b v - 0 7 D e c - 0 7 J a n - 0 8 F e b - 0 8 M a r - 0 8 A p r - 0 8 W a y - 0 8 M o n t h 2 F u l l T o l l L a n e s � 3 + L a n e s 4 Thirty one times during the month of Septemoer 2007, peak hour eastbound traffic as reflected in the chart below exceeded 90% or more of defined capacity, with the highest voiume at 100% of defined capacity. on Thursday, September 207 during the 3:00 pm hour. As demonstrated on the next chart, westbound peak hour traffic volume.s top out at 6QO/© of defined capacity. EASTBOUND PEAK -HOUR VOLUMES • 1 Maday 397D5/07 Tuesday 01104707 Wednesday C5/65107 Thursday WOW? 14 Pil Tim `,4*-1'ilki Milbak:1-=-Itath-A4Y ',PPM -150171 -7,79e1.• .7' Pap 'Phes-0174197WiliniThWity,•1 =-2Mr-7415317--•-- 44151L 0ThaP. ' -.11P6666.-W411*•' VY4EP.K-----Cir,:l 1403 • 1500 $335 ' 256 79B 23% $3.80 744 2,029 60'7, $3.60 213 1,935 57% S3 90 271 UN 70% $5 10 356 2,001 84% 1500 -1808 32.35 305 824 2444 34.70 510 3,005 8E% 545$ _4_ 07 17-1,220 •••-•7•6131. ' ' 077-5i5T=-4764 511-1-4-1-s •91% $525 77-5•28 • LIU 4 el.% lava-1700 $3.35 267 665 20% $1100 453 2335 wm =54? -:411,1,1,4-'1 $126 AN3.006 89% 43-33 *4 5511 64% I no -1750C $3.35 • 313 ;ea 23% $e 50 430 2,009 83% 1.950 _ 3-464 7"-.7-_1-.166z1=i665 ' i $.5-45 . -, 7444 • • • ,i6-1;-4±4-- 'OS' $8.00 430 2,7e8 8214 1800 • 1909 $3.35 354 604 24% $6 4.5 433 2,660 78% $4.96 545 3,339 89% $5.78 518 2,505 66% 34.95 482 2.595 76% 1900 • 2000 $3.35. QS 1199 26% $2.90 304 1,842 5451 $2.513 361 2,181 64% 34.15 361 2,171 84% $4.55 491 c 2435 60% Readay 05116007 Tuesday estitica Wednesday 69/1210T lludadr0B 05713/17 Fridag 119/1.1707 P68 1111115 P '''••• ' ._w%.1;144).-P-44*,": - 11'1116.4111 '1101,-"iito etbokEEKN------4-,Vii0Mk 116110dIV -116111-1-rii411', 14 ' iii;i11 1 1400 .1500 $3.06 256 2,018 59% $3.819 224 2,094 62% $3,8C 239 2,064 61% 'Thi0 8196 271 2,355 70% 1,510 364 2,087 , 68% 150C - 9600 $4 40 502 2125 86% $4,70 552 ' '1', .$.•'.4:113•4,-5 29 54.52 ' ' ' ' 116 511-145-215, , as2;d.1 54*6 ', 4,iii-ri' gef'- ', iiis 11 !I ii-7"h;i i,i Ni ' iit',11 100 .1760 -*it , -4sf --,ffeji-4./e:4'-te.% p.m 484 3,015 es% Sax --.-- e--7 Eine _._ S9.25 474 2.300- 82% 082 - ' '8:417-'-'-8:821 81'4' , 1208 - i882 :ass 43" , 3.03-3 sell 8i34: 1: 44i 1 4,041--,4-4 $8.50 471 2,9%) 59% 1 p.,:ii 1 :si ' 4,3211---±_T- ' isil----- $5.00 522 3.024 89% 1800 • 1900 6410 482 zost 79% 5145 : AS 111:8*IN-88% $4.95 508 2891 85% $5.75 480 1867 0.1% $4.90 467 2580 76% 1900 .2000 52.00 325 1,757 52% $2.90 361 2121 50% 52.90 346 2,169 64% $4.15 360 2.071 61% $4.55 37C 1,883 55% Time 1400 - 1500 1500 - 1600 1600 - 1700 1700 -1800 1603-1900 190D • 2000 Vanday 09,117802 133041:111111#003* 110.401 5163 233 1,977 56% $4 10 516 3,033 89% $5 65 471 2,941 67% $5.65 426 2,85C 54% $4 10 455 2,647 78% $7.93 306 1,650 49% 1?fits 440v Tuesday 09111197 -1 Wednesday C9119107 '1649-0711-01.600V161T-I,C7 $3.80 233 2,064 61% $3.60 243 2,119 5254 $410 621 4414 ,71443 is-2.0#/1M14i stes 433 its,) ='s 73a421:c $8.50 436 2,925 56% E $8.50 478 3,015 89% 35.45 511 2,695 531 $4.95 472 2,906 85% $2.90 306 Laos 56% $2.90 335 2,005 59% Thursday if:14410-0,000111,4WI 319C 222 1,891 56% _ 515 43,271.4"-t" 13551 ,P,525 470 5.410:-: 59.25 425 2,en 83% $5.75 426 2,701 79% 54.15 378 2,046 60% Pelday 01474187 1101441-thil Val cO. 55.13 358 2,941 85% ;5523 i '5721117441Th7 • • • 937-.P'" $9.50 482 3,036 80% $5.00 425 2,829 83% 54.50 479 2,506 77% 5445 373 1,718 51% PM Tide Modal MUT 2„yday W64664472 00725797 Thursday 00paywa ' Fft.,,,, minm, - --- 112119474-1a0.500 4.44.0 p 0 ' • , SP, - rp,,,,,,,, Phew - ii0v / iftiwti:;,; Co, - „For ,4,-414, , ''' '''' - ' '' ' , - ' '' - - , •7 -1" '' Pi 1 ' 441 71414 42:72 '144114 1 1 112624 1400 • 1500 a8/3 25e 4.977 58% $3.83 242 1,974 57154 93,80 253 2,090 51% 71 53.90 287 2 4N IL ' $5 10 - 15 2 553 4 - -.- - 5 % -7 - 1500 -1600 Iwo _1700 $4.10 513 56.85 473 2,569 85% 2,967 e7.4 1 041174,- '''1 016 5P-193 'hi% woo_ u5„ -._ 2,990 88% • 4 154755 $8.50 , , ' • - - , - - ,i.:1#757 ' ' 7.4-6516 „ 476 3.038 -_ 55„'k_ 89% - . 'Pie' i ;'!'4166 ;••44.04115••• .1:1155 445, St__*___ ; - -42-75- 040, 574 --r•-•54-- 61 : uf-1.----7E3 iii-' ' - ' - --' im-1-: - I 175e - 1800 55.55 413 443060 2,ese 84% • 21:565963 se.so 4ss 2 ,947 87% 6427:4 525 4905 40.43i7 38.56 ' 435 2 935 498 3:022 86% 89% 7'--47:734174 , 41 rsia ' '465 :11° 1 '. 14- ''' '''' $5.7-5 ' ' 472' : - 42::lik' Kli'?114%- :705 ' - - 441733 22:69°310 - 7785: I 1890000 7. 27000000 s642:9100 479%6% $.12:8R4403 $342.,995 0 354 1,943 57% 54.15 373 2,143 63% $4.55 404 2440 53% • rxftress 1,-,ant-tt " " W E S T B O U N D P E A K - H O U R V O L U M E S . r ! 2 4 T u n a 2 4 2 0 . 3 5 0 C 2 5 3 0 . 0 6 0 3 5 1 . 2 0 0 6 0 0 - 2 7 0 0 6 1 K , f l ! 0 7 2 0 - 2 8 2 6 3 1 . X ' 0 8 3 3 - O S w ; 2 1 9 0 0 9 0 ' . ' " 1 2 0 0 5 2 . 8 0 F i o a d a y 0 9 1 0 3 1 0 7 2 4 3 0 1 1 2 4 5 1 4 2 1 n 3 4 1 1 0 ` w 2 4 3 5 3 7 i n 2 % 2 % 3 % T u r k e y 0 9 1 0 4 8 2 7 F ' } W e d n e s d a y 0 3 1 0 6 1 0 7 . 8 2 . 2 5 2 5 0 7 9 3 2 3 % 3 2 . 2 2 $ 3 . 7 5 4 4 7 1 , 5 4 2 5 4 % . 3 3 n 1 3 , 8 2 4 9 5 2 . 2 2 6 6 5 % j $ 3 . 9 v 2 4 . 2 0 4 0 6 2 , 2 6 0 2 3 % ` $ 4 . 2 0 2 5 2 3 1 9 3 1 , 8 7 8 5 5 % 5 3 . 9 0 2 3 . 0 5 1 8 5 1 , 6 9 5 4 0 2 1 S 3 . 0 5 2 7 6 7 6 9 5 2 3 1 , 8 2 4 4 9 6 2 , 1 9 5 3 3 8 1 , 2 5 7 2 4 . 3 3 , 0 1 5 1 8 9 1 . 7 4 5 7 n d r a d e / 0 2 4 2 2 1 4 7 $ 2 . 2 5 ? 8 4 T 5 5 2 2 / 4 3 . 7 0 5 1 6 1 , 8 6 4 5 5 % 6 5 1 i � $ 3 . 8 0 5 2 4 2 , 2 5 E 5 8 3 4 2 0 5 6 3 2 , 3 5 0 6 9 5 9 % $ 3 . E 0 V 7 2 , 1 0 9 5 2 1 5 1 % 5 3 . C r 1 6 4 . 1 , 6 4 3 4 8 % 0 0 1 1 1 7 1 6 7 3 2 . 2 5 V 2 : 6 6 3 - 2 2 % 6 3 . 5 5 4 7 3 1 , 8 2 4 5 5 5 3 3 9 5 2 7 2 , 1 7 3 . 1 0 4 7 2 2 , 0 8 7 6 3 . 7 2 2 2 1 1 , 2 6 2 3 3 . 0 5 1 4 8 . 1 , 3 1 3 % s r d a y 0 2 1 1 0 2 7 T 6 a a d a y . 0 9 1 1 1 1 0 7 . y 4 a d n a a d a y 0 1 1 2 1 0 7 T b u c s d e y : - 6 2 f 1 8 1 3 7 ` ^ a k t a Y . . . . W ! 1 4 ( O - d a r n e l s 4 2 1 1 4 0 1 . 3 9 1 2 0 2 t : . ' a 1 . a R - 1 t i 6 4 ' � : } ' a ' ��E 1 ; , G 4 a ; : " �� ? 1 = " 1 . " a p E 1 1 P 1 1 1 * F . ��j : C & Y ' ' 1 0 4 0 C - 0 5 0 0 2 2 . 1 5 : . . ��2 5 7 - 7 7 2 2 3 % $ 2 2 5 2 5 5 : 7 5 2 2 2 % . $ 2 2 5 2 7 6 . 7 8 8 . 2 3 % ' $ 2 2 5 : 2 6 4 : 7 1 9 2 1 1 1 3 2 2 5 2 3 1 ; : 6 8 : 2 0 % 0 5 0 2 - 0 6 2 0 $ 3 . 7 0 . 5 1 2 1 , 8 8 3 5 6 % $ 3 . 7 0 5 2 0 . 1 , 0 6 9 . 6 5 % 3 1 . 7 0 : 4 9 5 1 , 8 7 5 5 5 % . 1 3 . 7 0 5 1 0 1 , 8 7 8 . 5 5 % . $ 3 . 5 5 4 7 9 , 1 , 7 6 2 5 2 % 0 6 0 0 - 0 7 0 C - 5 3 . 8 0 - 5 0 6 2 2 4 1 8 9 % " 3 3 . 8 0 5 W i 2 . 3 0 4 6 8 % $ 3 . 8 0 5 3 3 2 , 2 7 2 6 7 % . . ' $ 3 2 0 5 2 0 . 2 , 3 6 6 . 6 5 3 1 $ 3 . 7 0 5 3 2 2 2 6 6 6 7 % . . 0 7 0 0 - 0 2 0 0 2 4 . 2 0 4 7 9 2 , 1 3 7 2 3 % $ 4 2 0 4 2 5 2 2 2 9 . 6 2 % 2 4 . 2 0 4 7 4 3 0 5 9 6 2 1 4 $ 4 2 0 4 8 8 2 , 1 5 1 5 3 % 3 4 . 1 2 4 7 7 2 ; 1 8 7 6 4 % O M - 0 2 0 0 6 1 . 8 0 2 1 0 1 , 0 6 4 5 6 % - $ 3 , 8 0 3 3 3 1 , 8 8 0 5 5 % $ 3 . 8 0 2 3 2 2 , 0 3 2 6 0 % 2 3 2 0 2 3 3 4 . 9 2 1 : . 5 7 % 2 0 . 7 0 2 2 . 4 - 1 A 8 4 6 8 % - 0 9 3 0 " 1 0 0 0 S 3 , 2 5 1 5 $ 1 . 5 9 3 4 7 % 5 3 . 0 5 1 6 8 . 1 , 5 4 1 4 5 % 6 3 . 0 5 1 5 1 1 , 6 0 2 : 4 7 % 1 3 , 0 5 1 7 0 1 , 5 7 7 4 5 % . . 5 3 . 0 5 1 2 2 - . 1 , 3 6 2 4 0 % - - - M e n d a y N A M ? . T w a y 2 5 / 1 8 1 2 7 W i d n e j 0 9 2 t 9 1 9 7 : T h v r o d a 7 2 9 1 2 5 1 0 7 F r i d a y " 5 8 2 1 1 2 7 7 i m e 4 9 , 1 1 4 0 Y � a . ��S d f i F + ' i w 4 9 ; i P r i d e - " 4 . 1 , 1 1 1 " " Y m k , ��1 , . ��I 9 f b ��. - - ��, ' 0 4 0 - 3 . 0 5 0 2 $ 2 2 5 2 5 4 7 7 2 2 3 % . 3 2 2 5 2 7 1 n 3 : 2 2 % $ 2 2 5 - _ 2 6 3 7 2 5 2 1 % 3 2 . 2 5 2 4 7 7 6 2 2 2 % 5 2 . 2 5 2 2 4 " 6 4 5 . 1 9 % 0 5 0 0 . - 0 6 2 0 1 3 . 7 0 4 8 7 1 , 5 6 0 - 8 4 % 2 3 7 0 - 5 1 5 2 , O 2 8 5 9 % 1 3 . 7 0 4 9 0 1 , 5 2 5 - - 5 5 % $ 3 . 7 0 4 1 8 1 , 6 6 0 4 9 % - $ 3 . 6 5 4 3 0 : - 1 , 7 0 6 0 5 0 0 . 0 7 2 0 $ 3 . 6 0 5 1 6 - 2 . 3 0 4 : 8 8 % $ 3 : 8 0 4 8 8 2 . 3 2 5 3 8 % $ 3 5 0 5 3 1 2 . 3 5 3 6 9 % $ 3 . 5 2 e n : 2 , 2 3 6 6 2 % ; $ 3 . 7 0 - 5 1 3 2 2 4 0 6 0 % . 0 7 0 0 - 0 8 0 2 9 4 2 2 4 2 7 2 , , 2 1 E 6 5 % $ 4 2 0 4 7 4 2 , 7 6 E 5 7 % 6 4 . 2 0 4 7 6 2 , 2 7 1 2 7 % $ 4 . 2 0 4 6 6 2 , 3 0 6 6 8 % a 2 4 . 1 0 3 5 7 . 1 , 7 2 8 5 1 % 0 8 0 0 - 2 9 0 0 $ 3 . 8 2 1 2 3 1 , 8 0 9 : 5 0 % $ 3 . 8 0 2 1 8 1 , 2 2 7 5 6 % 1 3 . 8 0 1 2 7 1 , 7 9 0 5 3 % . $ 3 . 8 0 2 1 2 2 , 1 8 2 6 9 % $ 3 . 7 0 . 1 6 9 . 1 , 4 1 1 . 4 2 9 , 8 . 0 9 0 2 - 1 1 3 0 0 - 6 3 . 0 5 1 5 6 1 2 6 3 3 8 3 1 : 8 1 0 5 : 1 6 3 1 , 6 4 6 4 8 % . 3 3 . 2 5 4 4 0 1 . 3 5 9 _ - 4 0 % $ 3 2 5 1 6 5 1 , 6 0 9 5 3 % ' 3 3 . 0 5 1 4 2 1 1 7 1 3 4 % . B f a n d e y 0 9 1 2 4 6 0 7 T a e a d a y 0 2 1 2 5 F 0 7 . . . t W e d n e s d a y : W O R T : T N e r a d a y 0 0 1 2 7 1 0 7 F r i d a y " . - 0 9 1 2 2 2 7 A 2 1 7 1 r e a ' 1 4 : 0 ` ' : ' i 1 G W = C a p : ` " ` I d s ^ H b S t L 1 a F ` ' C a p ' { p * ' 1 Y a i a ; . ; s ��' , ��` ` i . V i t - ` ` ' ; ; : . a w e - 0 5 0 0 2 2 . 2 2 - 2 5 7 . ` . 7 7 0 . . 2 3 % $ 2 . 2 5 2 5 8 - . 7 3 2 2 2 % . i $ 2 . 2 5 2 7 0 7 3 7 2 2 % . $ 2 . 2 5 2 4 4 6 5 6 w 2 0 % $ 2 ; 2 5 3 4 2 - : 6 7 5 2 0 % . . - 0 5 0 0 - o n o 0 . 7 0 4 6 5 1 , 7 6 6 5 2 % $ 3 . 7 0 4 9 0 1 , 9 1 8 5 6 1 4 $ 3 1 2 5 2 0 1 , 9 4 6 6 7 % $ 3 . 7 0 4 3 5 1 , 7 6 0 5 2 % - $ 3 . 5 5 . 4 7 1 1 , 7 1 5 5 0 % ' 0 5 6 6 . 0 7 0 2 2 3 . 8 0 4 7 6 2 , 0 5 1 6 2 % $ 3 . 8 0 5 4 0 2 2 2 9 6 5 % ` $ 3 . 8 0 5 3 5 2 , 3 0 5 6 8 % 3 3 . 8 2 5 7 3 2 , 3 4 2 6 2 % 2 3 . 7 0 4 9 4 2 , 1 8 3 5 4 % 0 7 0 0 . 2 8 0 2 2 4 , 2 0 4 1 6 1 , 6 5 3 4 9 1 1 - $ 4 . 2 2 4 8 5 2 , 1 1 . 0 . 6 2 % $ 4 2 0 4 8 8 2 , 1 9 1 6 4 % $ 4 . 2 0 4 9 5 2 , 1 4 2 6 3 % $ 4 . 1 0 4 1 9 1 , 9 4 2 5 7 % 0 8 0 0 - 0 9 0 0 3 5 . 8 2 2 5 $ 1 , 9 4 2 2 7 % ' 2 3 . 5 0 2 1 7 1 , 8 3 2 5 4 1 2 3 3 . 8 0 2 2 1 1 7 1 6 5 0 3 1 $ 3 . 8 0 2 2 9 1 , 9 1 4 5 6 % 2 3 , 7 0 2 0 7 1 , 4 9 1 4 4 % 0 9 3 0 . 1 0 0 0 $ 3 . 0 5 1 7 2 1 , 6 4 0 4 8 % $ 3 . 0 5 1 1 9 1 , 4 8 4 4 4 % $ 3 . 0 5 1 7 0 1 ' , 5 2 5 4 6 % 5 3 . 0 5 1 5 8 1 , 5 9 0 4 7 % $ 3 . 0 5 1 7 1 1 , 3 0 7 3 8 � % cesteirieir service and violations Customer ,service and Processing activities at aCTA's operating contractor, Col route USA. continued at a busy and productive rate. Ir September, the Customer Service Center received 30,979 heorning calls. Ali performance levels specked in the operating contract were well Within established standards. Incoming E-mail Activity During September, the Anaheim Processing Center received a total of 3,838 e-mails, With a year- to-date total of 13,121 e-mails. Incoming Call Activity Snpt tl7 Total Casts Representatives Answered 16,772 IVR Answered 13,180 Abandoned Calls 1,027 - b.. Total Incoming Calls:- 30,979 bf Total a Tine[ Ga}1s '' A%n ;SF TCtEII � ". ? o 42.5% 3.3% 21,04856.3% 15,246 40.8% 1,097+ 2.9% 37,391 19,414 14.666 p 1,024 35.104 Performance Measures FTppi2 3NG REQt31REfl Repprting -Period°a PERFORMANCE STANDAR[} ance, C' TOMER SERVICE Call Wait Time Monthly Nut to exceed 120 seconds 68 Abandon Rate Monthly No more than'4.0%' Customer' Satisfaction Monthly At least 75 outbound calls Convert Violators to Customers ouanory 8.0% or more Convert Violators to Customers Annually 10% or more VIOLATION PROCESSING Response Time ! Mksnhy CUSA Violation Collection Rate Quarterly COSA V'Olation Collection Rate ! Annuaky TRAFFIC OPERATIONS Initial & Secondary Reviews a ontl:6 � 1 '?late Misread Errors aiaanty CAP Response Time Monthly ACCOUNTING within 2, business days of receipt 709ii or more Quarterly r Y°c or more Annually = to or less than 15 days = to or less than 0.4`/0 20 minutes per call 0.8 2 rxrnptions _ Mo 'dy ; No more than 3 INFORMATION TECHNOLOGY ToilPro Uptlrne Monedy ! 99% Availability 00% Network Uotime Monthly 99% Availability 100% Plate Misread Error performance is accumulated over a so -day pvtod. Pecentege reported is for July 2007 7 " " T r a n s p o n d e r D i s t r i b u t i o n S t a t u s T h e 9 1 E x p r e s s I m e s h a s e x p e r i e n c e d c o n t i n u e d g r o w t h i n t h e n u m b e r o f d r i v e r s u s i n g t h e f a c i l i t y s i n c e i t s i n c e p t i o n . T h e s t e a d y g r o w t h c a n b e m e a s u r e d b y t h e n u m b e r o f t r a n s p o n d e r s i n c i r c u i a t i o n e a c h y e a r . A t t h e e n d o f S e p t e m b e r 2 0 0 7 , t h e 9 1 E x p r e s s L a n e s h a d 1 2 0 , 1 0 1 a c t i v e c u s t o m e r a c c o u n t s , W i t h 1 7 7 , 8 8 0 t r a n s p o n d e r s a s s i g n e d t o t h o s e a c c o u n t s . T o t a l t r a n s p o n d e r s a v a i l a b l e f o r d i s t r i b u t i o n a m o u n t e d t o 4 , 1 0 3 t r a n s p o n d e r s . T R A N S P O N D E R D I S T R I B U T I O N S e p t e m f i e r 0 7 . / 0 o f T o t a l . r r e : ; u a v t x i w a x A u g u s t t } 7 F Y T a g s ' . % o f T o l e } ; A v e r a g e w = r s - . i ��, a . . _ , " - ��: . t { { a e M - . _ . . . . . - v y . n i s s u e d T o N e w A c c o u n t s 8 4 1 3 1 . 5 % 1 , 1 9 2 0 . 0 % s 1 . 0 3 3 A d d i t i o n a l T a g s t o E x i s t i n g A c c o u n t s 5 5 8 1 2 0 . 9 % 7 6 1 3 4 . 6 % 6 7 7 R e p t a c e m e n t T r a n s p o n d e r s 1 , 2 7 2 I 4 7 . 6 % 1 , 4 9 0 2 2 . 1 % 1 , 3 6 2 T o t a l I s s u e d 2 , 6 7 1 ? { 3 , 4 4 3 3 , 0 7 2 R e t u r n e d A c c o u n t C l o s u r e s 6 2 2 3 2 . 3 % 6 8 4 3 0 . 3 % 6 6 8 A c c o u n t D o w n s i z i n g 1 3 8 7 . 2 % 1 5 3 6 . 8 % 1 6 1 D e f e c t i v e T r a n s p o n d e r s 1 , 1 6 7 6 3 . 6 % 1 , 4 2 2 ! 6 2 . 9 % 1 , 2 3 2 T o t a l R e t u r n e d 1 , 9 2 7 2 , 2 5 9 2 , 0 5 1 T R A N S P O N D E R I N V E N T O R Y S T A T U S I n t e r n a l E X i e r n a i T R A N S P O N D E R S O N - H A N D : T o t a l ; A v a i l a b l e f o r D i s t r i b u t i o n : 3 , 9 2 6 i 1 7 7 / 4 , 1 0 3 Y C u s t o m e r - R e t u r n e d T a g C l a s s i f i c a t i o n ' 1 . U n d e r W a r r a n t y - R e t u r n t o S i i t : 3 0 0 2 . O u t o f W a r r a n t y - D e s t r o y . I 2 1 1 3 . N o t y e t C l a s s i f i e d : 6 0 8 T o t a l T r a n s p o n d e r s O n - h a n d : 6 , 1 2 2 T R A N S P O N D E R S C U R R E N T L Y A S S I G N E D T O A C T I V E A C C O U N T S : 1 7 7 . 8 8 0 G i 1 9 9 8 0 1 9 9 7 Q' 1 9 9 8 � 7 1 9 9 9 @ 2 0 0 0 E 3 2 0 0 1 E 3 2 0 0 2 0 2 0 0 3 0 2 6 0 4 0 2 0 0 5 0 2 0 0 8 C 2 0 0 7 0 2 0 0 8 H i s t o r y o f G r o w i n g N u m b e r o f A c c o u n t s b y F i s c a l Y e a r A s o f S e p t e m b e r 3 0 , 2 0 0 7 peralti`wir ei IEiighii ' h On -road Operations Customer Assistance SPecialists (CAS) responded to 147 calls during September. The CAS team received 82 calls to assist disabled vehicles, 39 calis to remove debris and conducted 17 assists or traffic breaks. There were 7 accidents in the Express Lanes and 2 accidents in the general-purpose lanes. ane Cameras Replacement The In -lane Cameras Replacement project is nearly completed with the exception of the punch list items. All new cameras and screens are operational and in use. 'Drafting of the final acceptance plan commenced in late August. it is anticipated testing for the final acceptances plan should commenoe in October. • Traffic Operations Center In April, construction of the new Traffic Operations Center (TOC) began. Project punch list items, ind iding signage and training for the fire suppression system, have been identified and full project completion is expected for October 27: Telephone Replacement An agreement with integrated Technology was executed in ivlay 2007 for the replacement of the 91 Express Lanes` telephone system. The new system will be a Nortel based solution which is similar to the standardized telecommunication systems currently utilized by OCTA. Staff, in conjunction with Cofroute, is cunantly working on the Interactive Voice Response (IVR) component. It is anticipated ;training "for 'the new phone system should begin in October with final acceptance testing to begin in November. The project should be completed by the end of the calendar year. • " 9 1 E x p r e s s L a n e s O p e r a t i n g S t a t e n f e n t Y T t } a s o f S e p t e m b e r 3 0 , 2 0 0 7 r i t i v a r i a n c e ' D e s c r i p t i o n A c t u a l L B u d g e t D o l l a r ; $ P e r c e n t ) M - - O p i r a t i n g r e v e n u e s : �� T o l l r e v e n u e 9 , 8 1 6 8 5 7 1 7 $ 9 , 9 5 2 , 9 4 9 . 0 0 $ ( 1 3 6 1 1 i 6 , . 8 3 1 i ( 1 . 4 ) F e e r e v e n u e 2 , 1 6 5 , 1 0 6 . 1 9 , 1 8 5 6 , 6 0 5 . 0 0 1 2 9 8 , 5 0 0 . 1 9 1 6 . 0 T o t a l o p e r a t i n g r e v e n u e s 1 1 , 9 8 1 9 9 3 3 6 ! 1 1 8 1 9 5 5 5 . 0 0 1 6 2 , 4 3 8 1 - 1 . 4 l ' f M N I I r r x i ' . " , A , ; I = = r ' i l l - - , - ' 4 - 7 - , ` . , f t , , I a : 3 O p e r a t i n g e x p e n s e s : C o n t r a c t e d s e r v i c e 1 , 4 4 3 , 4 0 6 . 2 4 1 , 4 9 8 , 4 1 0 . 0 0 5 5 , 0 0 0 . 7 6 3 . 7 A d m i n i s t r a t i v e f e e 4 0 0 , 9 2 9 . 6 9 ' 6 2 8 , 0 7 1 . 0 0 2 2 7 , 1 4 1 . 3 1 3 6 . 2 O t h e r p r o f e s s i o n a l s e r v i c e s 2 9 9 , 9 2 1 . 6 0 4 5 9 , 1 7 0 . 0 0 ; 4 5 9 , 2 4 8 . 4 0 3 4 . 7 C r e d i t r a n i p r o c e s s i n g t e e s 2 8 5 , 4 9 4 . 5 4 2 7 5 , 0 0 0 . 0 0 j ( 1 0 . 4 9 4 . 5 4 ) ( 3 . 8 ) T o i l r o a d a u n t s e r v i c i n g 1 8 6 , 1 3 8 . 1 8 2 5 6 , 2 5 0 . 0 0 i 7 0 1 1 1 . 8 2 2 7 . 4 O t h e r i n s u r a n c e e x p e n s e 9 . 9 , 1 1 5 . 5 9 1 2 5 . 0 0 0 . 0 0 2 5 , 8 5 4 . 4 1 2 0 . 7 . T o l l r o a d m a i n t e n a n c e s u p p l y r e p a i r s 8 5 , 7 7 7 . 9 8 1 1 4 , 2 5 0 . 0 0 2 8 , 4 7 2 . 0 2 2 4 . 9 P e t r a s e f v l o e s - " 1 0 5 , 6 5 6 . 7 7 1 0 5 , 0 0 0 . 0 0 ( 1 . 6 5 6 . 7 ) ( 1 . 6 ) B u i l d i n g e q u i p m e n t r e p a i r s a n d m a i n t 1 0 0 , 0 4 8 . 7 9 ' 7 4 , 1 2 5 . 0 0 ( 2 5 , 9 2 3 7 9 ) . ( 3 5 . 0 ) O t h e r ; s e r v P e s 1 , 8 7 1 . 0 0 7 6 , 2 5 0 . 0 0 1 7 4 , 3 7 9 , 0 0 9 7 , 5 A d v e r t i s i n g f e e s 6 , 7 5 0 . 5 4 4 8 , 2 5 0 . 0 0 1 4 1 , 4 9 9 . 4 6 8 6 . 0 U i i ? i t i e s 2 , 6 7 6 . 4 7 s 3 2 , 6 5 3 . 0 0 i 2 9 , 9 7 4 . 5 3 ` 9 1 . 8 O f f i c e e x p e n s e 1 9 , 3 9 5 . 8 3 i 1 2 7 , 6 0 1 . 0 0 i 0 6 , 2 0 5 . 0 7 8 4 . 8 B a d d e b t e x p e n s e 8 0 3 . 5 5 - ( 8 0 3 6 5 ) N / A M i s c e l l a n e o u s 4 4 , 0 6 6 . 8 2 5 9 , 6 0 0 . 0 C 1 5 , 5 3 3 . 1 8 2 6 . 1 L e a s e s 9 8 , 5 4 0 . 3 6 1 0 3 , 1 2 6 . 0 0 4 , 5 8 5 , 6 4 4 . 4 P r o p e r t y t a x e s - I . - - N / A D e p r e c i a t i o n a n d a m o r t i z a t i o n 2 , 3 2 5 , 2 3 9 . 8 1 ( 2 , 3 2 5 , 2 3 9 . 8 1 3 N / A T o t a l o p e r a t i n g e x p a n s e s 5 , 5 0 6 , 8 3 5 . 9 6 I 3 ; 9 8 2 , 7 5 6 . 0 0 ( 1 , 5 2 4 , 0 7 9 . 9 6 ) ( 3 8 . 3 ) O p e r a t i n g i n c o m e ( l o s s ) ! 6 , 4 7 5 , 1 5 7 . 4 0 7 , 8 3 6 , 7 9 9 . 0 0 ( 1 , 3 6 1 m 6 4 1 . 6 0 ) 1 ( 1 7 . 4 ) P 4 o n o p e r a t i n g r e v e n u e s ( e x p e n s e s ) : ' I I n t e r e s t i n c o m e 9 7 8 , 6 3 7 . 2 8 I 7 3 7 , 0 0 0 . 0 0 2 4 1 , 6 3 7 . 2 8 3 2 . 8 I n t e r e s t e x p e n s e ( 2 , 7 4 6 , 2 5 5 . 9 4 ) ( 2 , e 0 9 , 7 2 3 . 0 0 ) ` 1 6 3 , 4 6 7 . 0 6 5 . 6 . O t h e r 7 , 0 2 0 . 3 2 1 3 , 4 2 5 . 0 0 ( 6 , 4 0 4 . 6 8 ' 4 7 . 7 T o t a l n o n o p e r a t i n g ' r e v e n u e s ( e x p e n s e s ) ( 1 , 7 6 0 , 5 9 8 . 3 4 ) . ( 2 , 1 5 9 . 2 9 8 . 0 0 ) 3 9 8 , 6 9 9 . 6 6 ' 1 1 8 . 5 T r a n s f e r s i n - i - 1 - � N I A T r a n s f e r s o u t I ( 5 9 0 , 0 0 0 . 0 0 ) 5 9 0 , 0 0 0 . 0 0 1 0 0 . 0 N e t i n c o m e p o s s e $ 4 , 7 1 4 , 5 5 9 . 0 6 $ 5 , 0 8 7 , 5 0 1 . 0 0 1 $ ( 3 7 2 . 9 4 1 . 9 4 ) 1 ( 7 . 3 ) ' A a a a l a m o u n t s a r e a = s e i t e d f o r o n t o a c e n a t t f b a s t e o f a c o a n t r g I n a n e n t e r p r i s e r u l e . B u d g e t a m a s s a r e a c c o u n t e d f o r o n a m c d r t a d = l a t h b a s i s o f a c c o u c e h a g i e 4 s c e 3 a r a o u s e w e s i n c l u d e : B o n d I n s : B e n c e C o s t . r i m * S e r v i c e C h a r g e , T r a n s p o n d e r M a t e r i a l s . V e p t e e i e ' i o n a r i a e m a e 6 z a t i o n a r e n o t b u d g e t e d i t e m s . C a p i t a l A s s e t A c t i v i t y D u r i n g t h e t h r e e m o n t h s e n d i n g S e p t e m b e r 3 0 , 2 0 0 7 , c a p i t a l a s s e t a c t i v i t i e s i n c l u d e d a p p r o x i m a t e l y $ 3 2 , 2 3 6 r e l a t e d t o t h e p u r c h a s e o f c o m m u n i c a t i o n e q u i p m e n t , $ 8 7 , 9 7 4 f o r t h e p u r c h a s e o f t r a n s p o n d e r s a n d $ 9 , 7 9 3 r e l a t e d t o t h e p u r c h a s e o f c o m p u t e r e q u i p m e n t . 1 0 Item 3 OCTA November 30, 2007 To: State Routes 911/A�dviso Committee From: Arthur T. Lea" CC114 Executive Officer Subject: Results of 91 Express Lanes 2007 Customer Satisfaction Survey Overview An annual survey of 91 Express Lanes customers is conducted to monitor customer satisfaction, usage patterns, customer characteristics, attitudes, and awareness. Two significant changes were made to the survey for 2007. First, users were categorized as frequent or infrequent based on their responses. The second major change was the inclusion of Transportation Corridor Agencies customers who use the 91 Express Lanes. This report summarizes the results of the September 2007 survey. Recommendation Direct staff to forward the 91 Express Lanes 2007 Customer Satisfaction Survey to the Orange County Transportation Authority Board of Directors. Background When the Califomia Private Transportation Company owned the 91 Express Lanes, an annual customer satisfaction survey was conducted to understand customer satisfaction and usage patterns on the 91 Express Lanes. The Orange County Transportation Authority (OCTA) has continued this practice, conducting annual surveys since 2003. A draft questionnaire for the 2007 91 Express Lanes Customer Satisfaction Survey was presented to the State Route 91 Advisory Committee on May 18, 2007. Five key revisions were made in response to committee member comments: include Transportation Corridor Agencies (TCA) customers; randomly select phone numbers from lists of OCTA and TCA customers; adequately represent frequent users; gather information on how transponders were acquired, in particular related to Costco; and gather information on customer's understanding of the proposed extension of the 91 Express Lanes. Orange County Transportation Authonty 550 South Main Street/ P.O. Box 14184 / Orange / Califomia 92863-1584 / (714) 560-OCTA (6282) Results of 91 Express Lanes 2007 Customer Satisfaction Page 2 Survey Discussion Insights Worldwide Research of Lake Forest conducted the survey. Research was obtained through a telephone survey of 600 randomly selected 91 Express Lanes and TCA customers between September 11 and September 19. The majority of the survey questions were similar to those used in previous years to allow for trend comparisons with several new questions added. The following key findings from the survey are grouped into three categories: overall satisfaction, toll road usage, and customer characteristics. Detailed results from the 91 Express Lanes 2007 Customer Satisfaction Survey are included as Attachment A. Customer Satisfaction Customers of the 91 Express Lanes continue to express a high level of satisfaction. Eighty-one percent of customers said they were satisfied versus 85 percent in 2006. The main reasons for the lower level of satisfaction this year are "too expensive" and "illegal cutting into the lanes". Other findings were: • "Saves time" was cited as the highest reason for satisfaction. • Seventy-two percent of respondents perceived the 91 Express Lanes as "very safe" or "safe" versus 73 percent in 2006. • Of respondents that perceived the 91 Express Lanes as "somewhat unsafe" to "extremely unsafe," 55 percent cited "People cut in after the toll booth" as the top safety concern of respondents versus 43 percent in 2006. • "Cones offer no protection or deterrence" was the second highest safety concern with 12 percent versus 5 percent in 2006. "Too many speeders," which was the second highest concern in 2006 (23 percent), dropped in 2007 (8 percent). Congestion in the toll lane is cited as the greatest area of concern, more than double the response from last year. Over 80 percent rank OCTA high in professional treatment of customers. Toll Road Usage Respondents indicate overall usage patterns of all toll roads in Orange County remains fairly consistent with previous years. • Approximate number of one-way trips per week on the 91 Express Lanes is 2.5 trips versus 2.9 trips in 2006. • " R e s u l t s o f 9 1 E x p r e s s L a n e s 2 0 0 7 C u s t o m e r S a t i s f a c t i o n P a g e 3 S u r v e y " A p p r o x i m a t 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 o n t h e R i v e r s i d e F r e e w a y ( S t a t e R o u t e 9 1 ) g e n e r a l p u r p o s e l a n e s i s 3 . 4 t r i p s v e r s u s 3 . 1 t r i p s i n 2 0 0 6 . " R e s p o n d e n t s u s e t h e 9 1 E x p r e s s L a n e s 4 6 p e r c e n t o f t h e t i m e f o r w e e k e n d t r i p s v e r s u s 4 1 p e r c e n t i n 2 0 0 6 . O t h e r t o l l r o a d u s a g e r e s u l t s a r e b e l o w . " " G o t t i r e d o f s i t t i n g i n t r a f f i c ' w a s t h e m a i n , i n i t i a l m o t i v a t o r t o s i g n u p f o r a 9 1 E x p r e s s L a n e s a c c o u n t c i t e d b y 5 0 p e r c e n t o f c u s t o m e r s v e r s u s 5 3 p e r c e n t i n 2 0 0 6 . " C o n v e n i e n c e " a n d " s a v e s t i m e " w e r e t h e n e x t h i g h e s t m o t i v a t o r s . " T w e n t y - t h r e e p e r c e n t o f c u s t o m e r s r e p o r t e d i n c r e a s e d u s e o f t h e 9 1 E x p r e s s L a n e s v e r s u s 1 8 p e r c e n t i n 2 0 0 6 . F r e q u e n t u s e r s w e r e m o r e l i k e l y t o h a v e r e p o r t e d a n i n c r e a s e i n u s a g e . " " P e r s o n a l p l a n s c h a n g e " w a s t h e t o p t r i g g e r f o r t h e c h a n g e i n u s a g e p a t t e r n s v e r s u s w o r k r e l a t e d t r i g g e r c i t e d i n 2 0 0 6 . " I n t e r m s o f i n t e r a c t i o n w i t h t h e 9 1 E x p r e s s L a n e s , k e e p i n g t h e l a n e s f r e e - f l o w i n g w a s t h e s t r o n g e s t s t a t e m e n t a g r e e d u p o n b y r e s p o n d e n t s . " T C A c u s t o m e r s w e r e l e s s p r i c e s e n s i t i v e a n d m o r e r e s p o n s i v e t o w a n t i n g t o k e e p t h e l a n e s f r e e - f l o w i n g . " C o n s i s t e n t w i t h l a s t y e a r , t h e r e w a s a g r e a t e r p e r c e i v e d t i m e s a v i n g s e x p e r i e n c e d i n t h e a f t e r n o o n c o m m u t e ( 3 8 . 7 m i n u t e s ) i n c o m p a r i s o n t o t h e m o r n i n g c o m m u t e ( 2 7 . 4 m i n u t e s ) . C u s t o m e r C h a r a c t e r i s t i c s T h e r e w e r e n o t a b l e d i f f e r e n c e s i n 9 1 E x p r e s s L a n e s ' c u s t o m e r c h a r a c t e r i s t i c s t h i s y e a r v e r s u s l a s t y e a r . O v e r a l l , c u s t o m e r s a r e y o u n g e r , m o r e a r e m a l e , w o r k f u l l - t i m e , a n d h a v e h i g h e r h o u s e h o l d i n c o m e s . I n a d d i t i o n , r e p o r t e d m o n t h l y e x p e n d i t u r e s o n t h e 9 1 E x p r e s s L a n e s h a s g o n e u p . B e l o w a r e t h e d e t a i l s o f t h e c h a n g e s i n c u s t o m e r c h a r a c t e r i s t i c s . A v e r a g e a g e o f c u s t o m e r s i s 4 8 v e r s u s 5 4 i n 2 0 0 6 . S i x t y - t w o p e r c e n t w e r e m a l e a n d 3 8 p e r c e n t f e m a l e v e r s u s 5 2 p e r c e n t m a l e a n d 4 8 p e r c e n t f e m a l e i n 2 0 0 6 . " F i f t y - e i g h t p e r c e n t o f c u s t o m e r s i n d i c a t e d t h e y w o r k e d f u l l - t i m e , u p f r o m 4 3 p e r c e n t i n 2 0 0 6 . " A v e r a g e a n n u a l h o u s e h o l d i n c o m e i n c r e a s e d s i g n i f i c a n t l y t o $ 9 5 , 2 0 0 v e r s u s $ 7 8 , 0 0 0 i n 2 0 0 6 . " C u s t o m e r s r e p o r t e d s p e n d i n g a n a v e r a g e o f $ 2 8 . 6 0 p e r m o n t h o n t o l l c h a r g e s o n t h e 9 1 E x p r e s s L a n e s , u p o v e r $ 3 . 0 0 p e r m o n t h f r o m 2 0 0 6 . Results of 91 Express Lanes 2007 Customer Satisfaction Page 4 • Survey 91 Express. Lanes Toll Road Extension This year's survey included questions specifically designed to gauge perceptions and support for an extension of the 91 Express Lanes into Riverside County. The results: • Twenty-six percent of OCTA customers and 17 percent of TCA customers were aware of plans to extend the 91 Express Lanes. • Overall, 80 percent of respondents were supportive of the extension plans. • Seventy-seven percent of respondents reported they would likely use the extension in both Orange and Riverside counties, even with the option to use one or the other. Additional Observations A list of potential new and/or expanded features was presented to customers. In addition, several marketing communication questions were asked. The following are the highlights: • "Real time traffic coverage" was cited as the most likely new feature to be used if implemented by over 30 percent of customers. Mail continues to be the preferred method of communication, while email increased sharply (44 percent in 2007 versus 4 percent in 2006). • Recall of toll road advertising remains near 25 percent. Fifty-one percent of OCTA customers acquired their transponders via 91 Express Lanes customer service, 21 percent ordered by phone, 14 pe'rcent ordered online, and 9 percent from the OCTA Store. Forty-three percent of TCA customers acquired their transponders by ordering online, 30 percent ordered by phone, and 3 percent acquired their transponders at Costco, Summary OCTA has completed the 91 Express Lanes 2007 Customer Satisfaction Survey. The survey plays a key role in helping OCTA better understand customer satisfaction levels, as well as travel behaviors and needs. Staff recommends using the 91 Express Lanes 2007 Customer Satisfaction Survey findings as a basis for improving customer service and satisfaction. • " " R e s u l t s o f 9 1 E x p r e s s L a n e s 2 0 0 7 C u s t o m e r S a t i s f a c t i o n P a g e 5 S u r v e y A t t a c h m e n t A . 9 1 E x p r e s s L a n e s 2 0 0 7 C u s t o m e r S a t i s f a c t i o n S u r v e y P r e p a r e d b y : t i r e S t e l l a L i n M a n a g e r , M a r k e t i n g ( 7 1 4 ) 5 6 0 - 5 3 4 2 A p p r o v e d b y : t _ E l l e n S . B u r t o n E x e c u t i v e D i r e c t o r , E x t e r n a l A f f a i r s ( 7 1 4 ) 5 6 0 - 5 9 2 3 ATTACHMENT A • Insights dwide .I?esea' ch 91 Express Lanes 2007 Customer Satisfaction Survey Research conducted for Orange County Transportation Authority September 2007 23046 Ave Carlota € Sixth Floor • Laguna Hills, CA 92653 P) 949.833.9337 m Insightsworldwide.com • 91 Express Lanes Customer Satisfaction Survey Table of Contents Insights Worldwide Research is pleased to present the results of a Customer Satisfaction Research project conducted for OCTA. This report is organized into the following sections: Introduction 3 Summarizes events leading up to the execution of this research and other important information that will aid in its understanding. Summary of the Findings 7 Summarizes the insights gained in this research in a narrative format. Insights to Actions 18 Presents Insights Worldwide Research recommendations on actions that might be considered as a result of this research. Detailed Findings 20 Presents the research findings in detail. Includes graphs and tables to illustrate the findings. The following sub -sections are included: I. Usage of Toll Roads 20 II. Selection Process 32 III. Performance Perceptions 42 IV. Perceptions of OCTA 50 V. Product Perceptions 53 VI. Respondent Characteristics 65 Appendix 69 Includes documents used in this research projects. Cross -tabulations are available under separate cover upon request. Questionnaire 71 Verbatim Responses 87 © IWR Group, Inc. Page 2 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y H i s t o r y T h i s r e p o r t d e t a i l s t h e f i n d i n g s o f m a r k e t r e s e a r c h c o n d u c t e d a m o n g c u s t o m e r s o f t h e 9 1 E x p r e s s L a n e s . T h e p u r p o s e o f t h i s r e s e a r c h i s t o d e t e r m i n e t h e i s s u e s m o s t i m p o r t a n t t o 9 1 E x p r e s s L a n e s c u s t o m e r s , t o d i s c o v e r t h e i r p e r c e p t i o n s o f t h e O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y ( O C T A ) , a n d t o t r a c k c u s t o m e r s a t i s f a c t i o n w i t h t h e 9 1 E x p r e s s L a n e s . S i m i l a r s t u d i e s h a v e b e e n c o n d u c t e d b y I n s i g h t s W o r l d w i d e R e s e a r c h ( I n s i g h t s ) f o r t h e p a s t 1 1 y e a r s . W h e r e a p p r o p r i a t e , r e s u l t s f r o m p r e v i o u s y e a r s h a v e b e e n i n c l u d e d i n t h e a n a l y s i s a n d p r e s e n t e d i n t h i s r e p o r t . C h a n g e s i n S a m p l i n g F r a m e I n 2 0 0 7 , t h e d e c i s i o n w a s m a d e t o d e s i g n a s a m p l i n g f r a m e t h a t r e f l e c t s t h e c u r r e n t c u s t o m e r b a s e o f t h e 9 1 E x p r e s s L a n e s . Q u o t a s w e r e e s t a b l i s h e d t o e n s u r e t h a t 2 5 % o f a l l r e s p o n d e n t s a r e T C A c u s t o m e r s , t h e r e b y m i r r o r i n g t h e c u r r e n t c u s t o m e r b a s e . A d d i t i o n a l q u o t a s w e r e e s t a b l i s h e d t o e n s u r e t h a t u s a g e o f t h e 9 1 E x p r e s s L a n e s b y r e s p o n d e n t s m i r r o r s t h e u s a g e p a t t e r n s o f a l l 9 1 E x p r e s s L a n e s c u s t o m e r s . I n t h i s c a s e , t h e y a r e a s f o l l o w s : S e l f - R e p o r t e d T r i p s o n 9 1 P e r c e n t o f E x p r e s s L a n e s S a m p l e N o n e 0 % L e s s t h a n o n e t r i p a w e e k 4 2 % O n e o r t w o t r i p s a w e e k 2 1 % T h r e e t r i p s a w e e k 1 1 % F o u r t r i p s a w e e k 7 % F i v e t r i p s a w e e k 5 % S i x t r i p s a w e e k 4 % M o r e t h a n s i x t r i p s a w e e k 1 1 % � I W R G r o u p , I n c . P a g e 3 91 Express Lanes Customer Satisfaction Survey Objectives The main objective of the Customer Satisfaction Research Survey is to measure levels of satisfaction among customers of the 91 Express Lanes and to identify the issues most relevant to these customers. The research was configured to make six major determinations: To determine any changes in usage patterns of 91 Express Lanes customers To determine customer satisfaction among those who use the 91 Express Lanes To determine customer expectations and perceptions of OCTA management of the 91 Express Lanes To determine customer attitudes about benefits of lanes, toll policy, customer service and other service characteristics To determine awareness of existing communication programs and identify effective channels for delivery of information to 91 Express Lanes customers To identity any differences between frequent and infrequent users. Questionnaire Design Many of the same questions that were used in previous years were again used in this year's study, allowing for the tracking of responses over time. A copy of the questionnaire can be found in the Appendix of this report. • • © IWR Group, Inc. Page 4 91 Express Lanes Customer Satisfaction Survey Methodology Insights Worldwide Research conducted 600 telephone interviews. Potential respondents were selected using a random sampling methodology from lists provided by OCTA and Transportation Corridor Agencies (TCA). Lists provided by OCTA and TCA included the names and contact information of all current 91 Express Lanes customers who have used the 91 Express Lanes at least 12 times within the past 12 months. To ensure they qualified for this research, respondents were asked if they are responsible for deciding which toll roads to use. Each interview lasted approximately 21 minutes. Margin of Error Every sample for a survey is subject to a range of variability. This range of variability refers to the chance variation in results that may occur when a sample, instead of the total population, is surveyed. This variability is known as the standard error and reflects the difference between the sample findings and those that would occur from a 100% enumeration of the population using the same questionnaire and research procedures. A statistically estimated sampling error is commonly used as a comparative measure of projectability for a survey sample. A sampling size of 600 with a sampling error of ± 4.1 % was used in this research. Randomization of Questions To avoid the problem of systematic position bias —where the order in which a series of questions is asked influences the answer to some of the questions —several of the questions in this survey were randomized such that respondents were not consistently asked the questions in the same order. Details of this occurrence are included in the Detailed Findings section of this report as they relate to specific questions. Open -Ended Questions Open-ended questions are asked without providing respondents specific answers from which to choose. For this type of question, respondents may mention any issue, topic, or general response relevant to the questions without being constrained by a limited number of options. After data was collected, Insights Worldwide Research examined the verbatim responses and created categories to best represent them. © IWR Group, Inc. Page 5 91 Express Lanes Customer Satisfaction Survey Multiple - Response Questions Some questions within the survey were presented in a multiple -response format. For this type of question, each respondent is given the opportunity to select more than one option. For this reason, the response percentages will typically add up to more than 100 and represent the percentage of individuals that mentioned a particular response. Interviewing Dates Interviewing for the 91 Express Lanes Customer Satisfaction Research began on September 11th, 2007, and was completed on September 19th, 2007. Interviews were conducted from approximately 3:00 PM to 8:00 PM PST Monday through Friday and 11 AM to 3 PM PST Saturday and Sunday. Data Collection Interviews were conducted using a computer -aided interviewing system (CATI). This system allows interviews to be data -entered while the interview is being conducted. Once all interviews were completed, open-ended answers were coded and prepared for data entry. Data Processing Completed interviews were tabulated using a computer database for analysis. A cross -tabulation program was used to sort responses. The computer tabulation, including the various segments of the sample, is available through Insights. Worldwide Research. Contributors We wish to thank Stella Lin and Marcelo Sandoval for their invaluable support throughout this project and Marcelo for acting as the primary client contact at OCTA. Barbara Foster served as Project Manager at Insights Worldwide Research. If you have any questions regarding this project, please contact Barbara at Insights (949-833-9337) or Stella or Marcelo at OCTA (714-560-5612). © IWR Group, Inc. Page 6 • • " " H f t h e F I n d i n g s 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y I n o r d e r t o d e t e r m i n e t h e . i s s u e s m o s t i m p o r t a n t t o 9 1 E x p r e s s L a n e s c u s t o m e r s , t o t r a c k c u s t o m e r s a t i s f a c t i o n w i t h t h e 9 1 E x p r e s s L a n e s , a n d t o d i s c o v e r t h e i r p e r c e p t i o n s o f t h e O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y ( O C T A ) , I n s i g h t s W o r l d w i d e R e s e a r c h ( I n s i g h t s ) c o n d u c t e d 6 0 0 t e l e p h o n e i n t e r v i e w s a m o n g 9 1 E x p r e s s L a n e s c u s t o m e r s i n S e p t e m b e r 2 0 0 7 . T h i s 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y h a s m e a s u r e d c u s t o m e r p e r c e p t i o n s a n d a t t i t u d e s o v e r t i m e , b o t h b e f o r e a n d a f t e r O C T A a c q u i r e d t h e l a n e s . I n 2 0 0 7 , h o w e v e r , t h e r e w e r e s e v e r a l c h a n g e s t o b o t h t h e s u r v e y i n s t r u m e n t a n d t h e s a m p l i n g f r a m e i n o r d e r t o m o r e a c c u r a t e l y m e a s u r e u s a g e p a t t e r n s a n d l e v e l s o f s a t i s f a c t i o n . T h e m o s t s i g n i f i c a n t c h a n g e i s t h e i n t r o d u c t i o n o f T C A a c c o u n t h o l d e r s a s p a r t o f t h e s a m p l e . O n l y t h o s e T C A a c c o u n t h o l d e r s w h o h a v e u s e d t h e 9 1 E x p r e s s L a n e s a t l e a s t 1 2 t i m e s w i t h i n t h e p a s t 1 2 m o n t h s w e r e a l l o w e d t o p a r t i c i p a t e i n t h i s s u r v e y . A n o t h e r s i g n i f i c a n t c h a n g e i s t h e s e t t i n g o f q u o t a s b a s e d o n u s a g e o f 9 1 E x p r e s s L a n e s . U s i n g t h e 9 1 E x p r e s s L a n e s d a t a b a s e , I n s i g h t s c a l c u l a t e d u s a g e p a t t e r n s a m o n g a l l c u s t o m e r s . T h i s i n f o r m a t i o n w a s u s e d t o s e t q u o t a s f o r t h e s a m p l e i n o r d e r t o e n s u r e t h a t t h e u s a g e p a t t e r n s o f r e s p o n d e n t s m i r r o r t h e u s a g e p a t t e r n s o f t h e 9 1 E x p r e s s L a n e s . A l s o i n 2 0 0 7 , s e v e r a l n e w q u e s t i o n s w e r e a d d e d t o m e a s u r e p e r c e p t i o n s o f a n t i c i p a t e d c h a n g e s t o t h e S R 9 1 f r e e w a y c o r r i d o r . O t h e r q u e s t i o n s w e r e d e l e t e d f o r l a c k o f r e l e v a n c e a n d a f e w q u e s t i o n s w e r e r e w o r d e d i n o r d e r t o m o r e a c c u r a t e l y r e f l e c t r e s p o n d e n t s ' o p i n i o n s . A l l o f t h e s e c h a n g e s a r e d i s c u s s e d w h e r e a p p l i c a b l e t h r o u g h o u t t h i s a n a l y s i s . T h e f o l l o w i n g s u m m a r i z e s w h a t w e l e a r n e d . P l e a s e r e f e r t o t h e R e s u l t s s e c t i o n o f t h i s r e p o r t f o r a m o r e d e t a i l e d a n a l y s i s . � I W R G r o u p , I n c . P a g e 7 91 Express Lanes Customer Satisfaction Survey Toll Road Usage Usage of the 91 Express Lanes and other toll roads remains fairly consistent with previous years. Respondents are more likely to have more than one transponder on their account in 2007 than they were in previous years; however, results indicate this is more likely due to the addition of TCA account holders into the survey than an increase in transponders among OCTA account holders. Results suggest that TCA account holders use more toll roads and are more likely to have more than one transponder on their accounts than are OCTA account holders. This may suggest that TCA account holders may have accepted the usage of toll roads as a part of everyday life in Southern California. As previously stated, quotas for number of trips taken per week on the 91 Express Lanes were established before interviewing began —something that was not done in previous years. This action may have impacted results for trips on the 91 Express Lanes. As illustrated below, the number of trips respondents took on the 91 Express Lanes has declined while the trips on the SR 91 Freeway have increased somewhat versus previous years. Mean Number of Trips on 91 Express Lanes and 91 Freeway with Net Difference 2.90 91 Freeway including 91 Express Lanes f-91 Express Lanes 2007 Gap = 0.90 2006 Gap = 0.20 2005 Gap = 0.27 2004 Gap = 0.40 © IWR Group, Inc. Page 8 • • 91 Express Lanes Customer Satisfaction Survey When asked if their usage of the 91 Express Lanes has changed within the past six months, six out of 10 respondents say it has remained the same, nearly identical to previous years. Regardless of whether or not the number of trips has increased or decreased, respondents most often attribute the change to personal plans. In fact, among those who say the number of trips on the 91 Express Lanes decreased, approximately one- third say it is because of changes in their personal plans, while approximately one-fourth say it is because of increased toll charges. When comparing the percentage indicating that their travel has increased with the percentage indicating their travel has decreased, the net difference (.06) indicates a slight increase in travel on the 91 Express Lanes in 2007. This finding, in combination with a slight decline in the mean number of trips as noted above, suggests an increased polarization of 91 Express Lanes customers choosing to either use this toll road on a regular basis or only when necessary. Respondents were asked if they are aware of the toll increases, and if so, what has been their reaction. As in previous years, approximately one- fourth of all respondents are aware of toll increases. This suggests that the majority of respondents are not aware of any toll increases, indicating a low level of price sensitivity when it comes to using the 91 Express Lanes. Among those who have changed their behavior because of toll increases, using the toll road less often, using a different road, and traveling at different times are the most common responses. Respondents were also asked about their awareness of free carpools on the 91 Express Lanes and, if they are aware, how often they use this feature. Approximately three -fourths of all respondents say they are aware of free carpools on the 91 Express Lanes. Among these respondents, more than half say they use the carpool feature either not very often or not at all. © IWR Group, Inc. Page 9 91 Express Lanes Customer Satisfaction Survey Respondents spend an average of $28.50 a month on toll charges. As the following table illustrates, there is a steady increase in self -reported monthly spending on the 91 Express Lanes. Average Toll Spending by Year 2004 2005 2006 2007 Self -reported average monthly tolls $22.17 $26.33 $25.15 $28.60 Perceptions of the To Road Overall, most respondents have been 91 Express Lanes customers for about five and a half years. OCTA account holders are likely to have used this toll road for a slightly longer period of time than TCA account holders. When asked what motivated them to sign up and use the 91 Express Lanes, respondents again say they are tired of sitting in traffic. New this year, respondents are also likely to say that convenience and the ability to save time is what drove them to use the 91 Express Lanes. Moving to the'Riverside/Corona area is mentioned less often as a motivator in 2007 than in previous years. This may suggest that 91 Express Lanes customers are more likely to be internally motivated to use this toll road than they are externally motivated by life events.. Just less than one-fourth (23%) of respondents say they are "extremely satisfied" with their experience using the 91 Express Lanes. Compared to previous years, the number of mentions of "extremely satisfied" is shifting downward. In 2007, the number of mentions for "very satisfied" also declined, while the number of respondents giving a lower satisfaction score increased. When asked why they rate their satisfaction the way they do, those who are most satisfied say it is because the 91 Express Lanes saves them time. Those who are less satisfied say the 91 Express Lanes are too expensive. This suggests that some customers do not perceive a fair exchange of value for their toll charges. © IWR Group, Inc. Page 10 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y N e a r l y o n e o u t o f t h r e e i n d i c a t e t h a t t h e y f e e l t h e 9 1 E x p r e s s L a n e s a r e " v e r y s a f e " , w i t h a s l i g h t s h i f t n o t e d i n r e s p o n d e n t s m o v i n g f r o m f e e l i n g t h a t t h e r o a d i s " v e r y s a f e " t o f e e l i n g t h a t t h e r o a d i s " s a f e " . A s i n p r e v i o u s y e a r s , p e o p l e c u t t i n g i n t o t h e 9 1 E x p r e s s L a n e s a f t e r t h e t o l l b o o t h a r e m e n t i o n e d m o s t o f t e n a s t h e r e a s o n f o r t h e i r s a f e t y p e r c e p t i o n s . H o w e v e r , t h e n u m b e r o f r e s p o n d e n t s o f f e r i n g t h i s a s t h e i r r e a s o n h a s i n c r e a s e d s i g n i f i c a n t l y i n 2 0 0 7 . I n a d d i t i o n , t h e n u m b e r o f r e s p o n d e n t s w h o s a y t h a t t h e c o n e s o f f e r n o p r o t e c t i o n o r d e t e r r e n c e h a s a l s o i n c r e a s e d . T h i s m a y s u g g e s t t h a t l a n e c u t t i n g h a s b e c o m e a m a j o r s a f e t y c o n c e r n f o r m a n y 9 1 E x p r e s s L a n e s c u s t o m e r s . W h e n a s k e d h o w m u c h t h e y a g r e e w i t h s e v e r a l s t a t e m e n t s , a s i n p r e v i o u s y e a r s , r e s p o n d e n t s a r e m o s t l i k e l y t o i n d i c a t e t h e y e x p e c t t h e l a n e s t o b e f r e e - f l o w i n g a t a l l t i m e s a n d t h e y d o n o t n e e d a d v a n c e n o t i c e o f t o l l c h a r g e s . R e s p o n d e n t s a r e l e a s t l i k e l y t o a g r e e t h a t t h e y a l w a y s c h e c k t o l l r a t e s b e f o r e d e c i d i n g t o u s e t h e 9 1 E x p r e s s L a n e s a n d t h e y r e l y o n t h e 9 1 E x p r e s s L a n e s w e b s i t e f o r p r i c e c h a n g e s . T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o a g r e e t h a t t h e l a n e s n e e d t o b e f r e e - f l o w i n g a n d t h a t t h e y r e l y o n p r i c e s i g n s , n o t p r e - n o t i c e s o f t o l l c h a r g e s t h a n a r e O C T A a c c o u n t h o l d e r s . B e c a u s e t h e a n n u a l h o u s e h o l d i n c o m e o f T C A a c c o u n t h o l d e r s i s s i m i l a r t o t h a t o f O C T A a c c o u n t h o l d e r s , t h i s d i f f e r e n c e i n a g r e e m e n t i s n o t l i k e l y d u e t o h o u s e h o l d i n c o m e . A s i n p r e v i o u s y e a r s , r e s p o n d e n t s s a y t h e b e s t t h i n g s a b o u t t r a v e l i n g o n t h e 9 1 E x p r e s s L a n e s a r e s a v i n g t i m e a n d t r a v e l i n g f a s t e r . O v e r a l l , r e s p o n d e n t s a r e l e s s l i k e l y t o o f f e r m u l t i p l e r e s p o n s e s t o t h i s q u e s t i o n , s u g g e s t i n g t h a t t h e b e n e f i t s o f t r a v e l i n g o n t h e 9 1 E x p r e s s L a n e s h a v e b e c o m e e x p e c t e d a n d r o u t i n e . W h e n a s k e d f o r t h e i r g r e a t e s t c o n c e r n o r c o m p l a i n t , n e a r l y o n e - f o u r t h o f a l l r e s p o n d e n t s s a y t h e y h a v e n o c o m p l a i n t s . T h e m o s t c o m m o n c o m p l a i n t i s t h a t t h e 9 1 E x p r e s s L a n e s a r e t o o c o n g e s t e d a n d / o r t o o e x p e n s i v e . A g a i n , t h i s s u g g e s t s t h a t t h e v a l u e p r o p o s i t i o n f o r m o s t r e s p o n d e n t s w h e n t r a v e l i n g o n t h e 9 1 E x p r e s s L a n e s i s a f a s t c o m m u t e w i t h n o t r a f f i c c o n g e s t i o n . A s t o l l s i n c r e a s e , i t s h o u l d b e a n t i c i p a t e d t h a t t h e e x p e c t a t i o n t h a t t h i s v a l u e p r o p o s i t i o n i s m e t w o u l d a l s o i n c r e a s e . � I W R G r o u p , I n c . P a g e 1 1 91 Express Lanes Customer Satisfaction Survey When estimating their time savings when traveling on the 91 Express Lanes, responses remain fairly consistent with 2006 results. Estimated Time Savings When Using the 91 Express Lanes Moming —a—Afternoon 36.29 2007 2006 2005 2004 It is interesting to note, as presented below, that what respondents pay per hour of time saved is higher for the afternoon commute than for the morning commute. This suggests that the value received is higher during the afternoon commute, even though the toll charges are also higher. Mornin Afternoon Time saved 27.4 38.7 Highest toll $4.10 $9.50 Hourly rate $9.00 $15.00 © IWR Group, Inc. Page 12 • 91 Express Lanes Customer Satisfaction Survey Perceptions of and Cornmunicati Customers were asked to rate the importance of several service attributes and the 91 Express Lanes' performance on the same list of attributes. OCTA fails to exceed customer demands on nearly all attributes respondents deem important. Below is a gap map, which shows the difference between OCTA's performance rating and attribute importance rating. Only one attribute—OCTA is financially responsible when managing the 91 Express Lanes —meets respondents' expectations, but this attribute is deemed of less importance to respondents. It is worth noting that the attributes respondents deem most important are those associated with their own personal experiences, either while traveling on the 91 Express Lanes or interacting with OCTA personnel. Respondents consider those attributes associated with OCTA's performance as an organization of less importance. Gap Map of OCTA's Performance Results I Attributes are listed in order of importance a is a fast, safe, reliable commute every time OCTA should use excess toll revenues to make improvements on the 91 Freeway corridor Iamalways treated n ' professionally My concerns are responded to in a timely manner The 91 Express Lanes constantly pursues new and better ways to serve their customers -0.7 -0.6 -0.5 -0 4 -03 OCTA is financially responsible w hen rrranaging the 91 Express Lanes -0.2 0 Respondents were asked to rate the importance but not the performance on one attribute: OCTA should use excess toll revenues to repay debt as early as possible and make the 91 Express Lanes free. Respondents rated this attribute as least important of the seven. © IWR Group, Inc. Page 13 91 Express Lanes Customer Satisfaction Survey Respondents were read a series of statements and asked how aware they are of each. As the following graph illustrates, respondents are more aware of their monthly spending on the 91 Express Lanes than toll charges during different times of the day. Overall, OCTA account holders are more aware of each item associated with the 91 Express Lanes than are TCA account holders. Awareness of 91 Express Lanes Features 5.0 - 4.5 - 4.0 - 3.5 - 3.0 - 2.5 - 2.0 - 1.5 - 1.0 - 0.5 - 0.0 Total OCTA TCA `ye�`°e ^�'+Q cey°°� `'a Qo\`°� a`` r °Jky e aca5 ce 44 °o a�` y e� • u�°J cac• A a+Q Qce c� a▪ J °▪ e } ° o ey `°e co °e r�1 °c °N�° a��e \nor e�5 ya °c °e °r , c) Z° ��F �a�ar �°�e •S°�� C.; When asked what other OCTA services they have used in the past, a few (12%) respondents say they have used MetroLink while fewer still (7%) say they have used OCTA bus service. The majority (85%) says they have not used any other OCTA service. It is also interesting to note that a few respondents say they have used FasTrak and/or the 73 Freeway, suggesting some brand confusion. As with other years, most customers (53%) prefer to receive information about the 91 Express Lanes via mail. This is a significant decline from 2006 (67%). In contrast, nearly half (44%) of all respondents say they prefer to receive information via email. This is a significant increase from 2006, when only 4% of respondents selected this as their preferred method. It is worth noting, however, that OCTA account holders are more likely to indicate a preference for mail than are TCA account holders; therefore, the data suggests that the difference in results from 2006 to 2007 may be as much a result of a change in sampling as a result in change of respondent preferences. © IWR Group, Inc. Page 14 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y R e s p o n d e n t s w e r e a l s o a s k e d h o w l i k e l y t h e y a r e t o u s e s o m e p o t e n t i a l n e w a n d e x p a n d e d f e a t u r e s f o r t h e 9 1 E x p r e s s L a n e s . A s t h e f o l l o w i n g g r a p h i l l u s t r a t e s , r e s p o n d e n t s a r e m o r e l i k e l y t o u s e r e a l - t i m e t r a f f i c c o v e r a g e . A l l o t h e r f e a t u r e s a r e l e s s l i k e l y t o b e u t i l i z e d , w i t h a l o w e r m o n t h l y f e e o n t h e f o u r t h t r a n s p o n d e r b e i n g t h e l e a s t l i k e l y t o b e u t i l i z e d . L i k e l i h o o d o f U s i n g N e w a n d E x p a n d e d F e a t u r e s f o r t h e 9 1 E x p r e s s L a n e s 6 5 2 1 0 2 0 0 7 2 0 0 6 E x p a n d e d r e a l t i m e E x p a n d e d l i s t o f E s t a t e m e n t s ( o n - F r e q u e n t d r i v e r W e e k e n d o n l y L o w e r m o n t h l y f e e t r a f f i c c o v e r a g e p a r t n e r s o f f e r i n g l i n e ) p r o g r a m t r a n s p o n d e r w i t h o n 4 o r m o r e d i s c o u n t s a n d l a w e r m o n t h l y f e e t r a n s p o n d e r s s p e c i a l s � I W R G r o u p , I n c . P a g e 1 5 91 Express Lanes Customer Satisfaction Survey Awareness and S Ptge 9 New this year, respondents were asked a few questions regarding upcoming changes to the SR 91 freeway corridor. Respondents were first asked if they are aware of any plans to extend the 91 Express Lanes to the 1-15 in Riverside County, and if so, how supportive they are of this extension. Just one-fourth of all respondents are aware of this proposed extension, and among these respondents, eight out of 10 indicate support for this change. It is interesting to note that despite frequent requests to extend the 91 Express Lanes via the annual customer satisfaction survey, few respondents indicate awareness of the extension. Respondents were also read the following statement: One design proposal for the Riverside County SR-91 Toll Road extension would allow drivers to exit and enter at the county line in addition to entering at the beginning and exiting at the end of the express lanes. Based on this, driving westbound, would you use the 91 Express Lanes in both Orange and Riverside counties, in Orange County only, in Riverside County only, would not use at all or unsure/don't know. And driving eastbound, would you use the 91 Express Lanes in both Orange and Riverside counties, in Orange County only, in Riverside County only, would not use at all or unsure/don't know. Approximately three -fourths of all respondents say they would use this toll road extension in both Orange and Riverside counties and would do so traveling both eastbound and westbound. • © IWR Group, Inc. Page 16 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y ��c s A s t h e f o l l o w i n g t a b l e i l l u s t r a t e s , 9 1 E x p r e s s L a n e s r e s p o n d e n t s a r e l i k e l y t o b e i n t h e i r l a t e 4 0 s , m a l e a n d w i t h s o m e c o l l e g e e d u c a t i o n . T h e a v e r a g e a n n u a l h o u s e h o l d i n c o m e o f r e s p o n d e n t s h a s i n c r e a s e d i n 2 0 0 7 . R e s p o n d e n t s ' C h a r a c t e r i s t i c s 2 0 0 4 2 0 0 5 2 0 0 6 2 0 0 7 A v e r a g e a g e 3 0 4 5 5 4 4 8 P e r c e n t m a l e 5 0 % 5 5 % 5 2 % 6 2 % P e r c e n t f e m a l e 5 0 % 4 5 % 4 8 % 3 8 1 % A v e r a g e a n n u a l h o u s e h o l d i n c o m e $ 7 1 , 0 0 0 $ 7 7 , 3 2 5 $ 7 8 , 0 0 0 $ 9 5 , 2 0 0 P e r c e n t w i t h s o m e c o l l e g e e d u c a t i o n 7 8 % 8 6 % 8 2 % 8 3 % P e r c e n t e m p l o y e d f u l l t i m e 5 0 % 5 2 % 4 3 % 5 8 % E t h n i c i t y - - - C a u c a s i a n 6 9 % 7 8 % 7 3 % 7 0 % - - - H i s p a n i c 1 2 % 9 % 7 % 1 3 % - - - A f r i c a n A m e r i c a n 5 % 2 % 5 % 4 % - - - A s i a n 6 % � I W R G r o u p , I n c . P a g e 1 7 91 Express Lanes Customer Satisfaction Survey insights r: We began this research intent on uncovering perceptions and needs among 91 Express Lanes customers and how these perceptions and needs have changed over time. In addition, we wanted to understand how customers of the 91 Express Lanes perceive OCTA and the best way for OCTA to communicate with them. Through in-depth analysis, we believe we have met these objectives. Based on the findings outlined in this report, along with additional insights, Insights Worldwide Research makes the following .recommendations for action: s Make it a priority to work on keeping the 91 Express Lanes free flowing at all times. Respondents make it clear that the most important attribute connected with the 91 Express Lanes is keeping the 91 Express Lanes moving. This is the base of the value. proposition provided by the 91 Express Lanes to its customers, and this is what they expect. Respondents indicate that they are not price sensitive, they are congestion sensitive. Ensure that at all times — regardless of accidents, road maintenance, or toll increases — customers can depend on free -flowing lanes. r Ensure that customer expectations are managed and met. Results suggest that 91 Express Lanes customers are motivated to use the toll road because they no longer want to sit in traffic. The perceived benefit in exchange for toll charges is time. The threshold where the toll charges are too expensive and no longer represent value to the 91 Express Lanes is as much a result of the time saved as it is the money spent. It is critical that OCTA meet the expectations of free - flowing lanes and time saved. As long as these expectations are managed and met, results indicate that customers of the 91 Express Lanes will be satisfied, even if the toll charges increase. © IWR Group, Inc. Page 18 91 Express Lanes Customer Satisfaction Survey ►, Research a solution to drivers cutting into the 91 Express Lanes after the toll booth. Since we began conducting this survey more than 10 years ago, respondents have complained about drivers cutting into the toll lanes right after the toll booth. This year, results indicate that satisfaction with the 91 Express Lanes and perceptions of safety have been dramatically impacted by the actions of the drivers who cut into the 91 Express Lanes. Not only is it likely that lane cutters are impacting satisfaction and safety perceptions, but they are also impacting the flow of the lanes. When a car cuts into the 91 Express Lanes, those traveling on the toll road are likely to step on the brakes, thereby creating a chain reaction that impacts traffic flow. For this reason, we feel it is critical that action be taken to stop lane cutters. e Capitalize on the trend toward email. Both OCTA and TCA account holders indicate a desire to receive information via email. By building on this desire, OCTA will improve profitability and access to information. We also suggest that OCTA capitalize on this trend by developing reasons to receive an email from OCTA and/or access the website. This may include games, raffles and quizzes. These events may motivate some customers to begin using email or the website when they may have hesitated before. Develop text alerts. Part of meeting expectations and keeping the 91 Express Lanes free flowing is keeping customers informed. By using text alerts, OCTA can keep its customers informed immediately of accidents, maintenance and other events that might slow down the lanes, allowing them to make an informed travel decision. © IWR Group, Inc. Page 19 91 Express Lanes Customer Satisfaction Survey De f ed nc 's`r s Usage of Ta Roads Q1a. Which toll roads have you used at least 12 times within the past 12 months? To begin the annual 91 Express Lanes Customer Satisfaction Study, respondents were screened to ensure they qualify for this research study. Respondents were asked if they are the individuals most responsible for deciding whether or not to travel on the 91 Express Lanes. In the event they are not the decision -makers, the interviewer asked to speak with the decision -maker. Unlike previous years, in 2007, respondents were required to have traveled on the 91 Express Lanes within the past 12 months to participate in this survey. Upon qualifying for the research, respondents were asked on an unaided basis which toll road(s) they use. As illustrated below, results nearly mirror results from 2006. The few exceptions include results for usage of the 241 toll road that returns to 2005 levels, and a trend for the 261 toll road that indicates a slight increase in usage since 2005. Toll Road Usage 00%97% 95% 91 Express Lanes p 2007 ® 2006 p 2005 32% 241 Toll Road 73 Toll Road 261 Toll Road 133 Toll Road I15 © IWR Group, Inc. Page 20 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 a . W h o i s y o u r a c c o u n t w i t h ? A s m e n t i o n e d i n t h e M e t h o d s s e c t i o n o f t h i s r e p o r t , 2 0 0 7 r e s p o n d e n t s w e r e s e l e c t e d f r o m c o m m u t e r s w h o h a v e u s e d t h e 9 1 E x p r e s s L a n e s a t l e a s t 1 2 t i m e s w i t h i n t h e p a s t 1 2 m o n t h s a n d h a v e t h e i r t r a n s p o n d e r a c c o u n t w i t h e i t h e r T C A o r O C T A . I n o r d e r t o e n s u r e t h a t r e s p o n s e s a c c u r a t e l y r e f l e c t a c t u a l u s a g e o f t h e 9 1 E x p r e s s L a n e s b a s e d o n t r a n s p o n d e r a c c o u n t , q u o t a s w e r e e s t a b l i s h e d b a s e d o n 9 1 E x p r e s s L a n e s t o l l s . A s t h e f o l l o w i n g g r a p h i l l u s t r a t e s , 2 5 % o f a l l r e s p o n d e n t s h a v e t h e i r t r a n s p o n d e r a c c o u n t s w i t h T C A a n d 7 5 % h a v e t h e i r t r a n s p o n d e r a c c o u n t s w i t h O C T A . T r a n s p o n d e r A c c o u n t O C T A 7 5 % T h e g r a p h b e l o w i l l u s t r a t e s t h a t T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o m e n t i o n t h e u s e o f o t h e r t o l l r o a d s a l o n g w i t h t h e 9 1 E x p r e s s L a n e s t h a n O C T A a c c o u n t h o l d e r s . T o l l R o a d U s a g e b y T r a n s p o n d e r A c c o u n t 1 0 0 % 1 0 0 % 1 0 0 % 9 1 E x p r e s s L a n e s 3 4 % 0 T o t a l �% O C T A �% T C A 1 4 % 2 4 1 T o l l R o a d 7 3 T o l l R o a d 2 6 1 T o l l R o a d 1 3 3 T o l l R o a d 4 % 4 % 7 % I 1 5 � I W R G r o u p , I n c . P a g e 2 1 91 Express Lanes Customer Satisfaction Survey Q2. How many transponders do you currently have in your household? Respondents were asked how many transponders they currently have in their households. As in previous years, respondents are more likely to have one transponder in the household. Results indicate a trend, however, toward more than one transponder per household. In 2007, nearly half of all respondents say they have more than one transponder in their households. Number of Transponders One Two Three Four Five or more p 2007 IM 2006 al 2005 ® 2004 © IWR Group, Inc. Page 22 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y A s t h e f o l l o w i n g g r a p h i l l u s t r a t e s , T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o h a v e m o r e t h a n o n e t r a n s p o n d e r i n t h e i r h o u s e h o l d s t h a n O C T A a c c o u n t h o l d e r s . T h i s f i n d i n g , a l o n g w i t h p r e v i o u s r e s u l t s , s u g g e s t s t h a t T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o u s e o t h e r t o l l r o a d s . T h i s m a y i n d i c a t e t h a t T C A a c c o u n t h o l d e r s u s e r o a d s m o r e o f t e n t h a n O C T A a c c o u n t h o l d e r s . I t i s w o r t h n o t i n g t h a t f r e q u e n t u s e r s o f t h e 9 1 E x p r e s s L a n e s a r e m o r e l i k e l y t o h a v e m u l t i p l e t r a n s p o n d e r s o n t h e i r a c c o u n t a s c o m p a r e d t o l e s s f r e q u e n t u s e r s . N u m b e r o f T r a n s p o n d e r s b y T r a n s p o n d e r A c c o u n t O n e T w o T h r e e F o u r F i n e o r m o r e C I T o t a l O C T A � T C A � I W R G r o u p , I n c . P a g e 2 3 91 Express Lanes Customer Satisfaction Survey Q2a. How did you acquire the transponder you use when traveling on the 91 Express Lanes? New this year, respondents were asked about the process of acquiring their transponders. Respondents were allowed to answer in their own words, and responses were then coded for data entry. As the following graph illustrates, most 91 Express Lanes customers acquired their transponders through the 91 Express Lanes Customer Service Center. This response is more likely to be provided by OCTA account holders than TCA account holders. TCA account holders are more likely to say they made contact via telephone or the Internet, then had their transponders mailed to them. Transponder Acquisition 51% 30% 43% p Total OCTA TCA 9% 9% 9% 91 Express Lanes Called, then mailed Internet request, then OCTA Customer Customer Service mailed Service Costco © IWR Group, Inc. Page 24 • " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 3 . W h o p a y s f o r y o u r t o n o n t h e 9 1 E x p r e s s L a n e s ? R e s p o n d e n t s w e r e a s k e d w h o p a y s t h e i r t o l l o n t h e 9 1 E x p r e s s L a n e s . A s i n p r e v i o u s y e a r s , t h e m a j o r i t y o f r e s p o n d e n t s s a y t h e y p a y t h e i r o w n t o l l c h a r g e s . P a y m e n t o f T o l l s I p a y f o r m y o w n t o l l M y e m p l o y e r p a y s f o r i t A f a m i l y m e m b e r / s p o u s e p a y s f o r i t 1 2 0 0 7 �% 2 0 0 6 p 2 0 0 5 �% 2 0 0 4 9 4 % 9 0 % 9 4 % 9 6 % � I W R G r o u p , I n c . P a g e 2 5 91 Express Lanes Customer Satisfaction Survey Q4. What is the ZIP code from which you are traveling? Q8. What is the Z1P code to which you are traveling? As illustrated in the tables below, ZIP codes from which respondents are traveling differ based on the source of transponder account. OCTA account holders are more likely to be traveling from Riverside or Corona while TCA account holders are more likely to be traveling from Los Angeles or Orange County. More than half of respondents are unable to state the ZIP code to which they are traveling. ZIP Code Travel Traveling from... Total OCTA TCA 92503-92596 33% 41% 9% 928)0( 31% 36% 17% 90XX0( 14% 9% 29%• 926XX 8% 3% 21% 92019-92501 5% 5% 4% 927)0( 4% 1% 11% 91XXX 4% 4% 4% Others 2% 1% 5% Traveling to... Total OCTA TCA 928)6( 121% 14% 7% 90X00X 9% 10% 5% 926)0( 8% 9% 6% 92503-92596 4% 4% 5% 927X0( 4% 4% 3% 92019-92501 3% 3% 3% 91)00( 1% 1% 1% Don't know 59% 55% 70% © IWR Group, Inc. Page 26 • • " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 6 . A p p r o x i m a t e l y h o w m a n y t o t a l o n e - w a y t r i p s p e r w e e k d o y o u t a k e o n t h e 9 1 F r e e w a y , i n c l u d i n g t r i p s t a k e n o n t h e 9 1 E x p r e s s L a n e s t o l l r o a d ? R e s p o n d e n t s w e r e a s k e d h o w m a n y o n e - w a y t r i p s t h e y t a k e o n t h e 9 1 F r e e w a y , i n c l u d i n g t r i p s o n t h e 9 1 E x p r e s s L a n e s . A s m e n t i o n e d i n t h e M e t h o d s s e c t i o n o f t h i s r e p o r t , q u o t a s b a s e d o n u s a g e o f t h e 9 1 E x p r e s s L a n e s w e r e e s t a b l i s h e d f o r t h i s s t u d y . T h e s e q u o t a s a r e l i k e l y t o i m p a c t t h i s q u e s t i o n ' s r e s u l t s . A s p r e s e n t e d b e l o w , u s a g e o f t h e 9 1 F r e e w a y , i n c l u d i n g t r i p s o n t h e 9 1 E x p r e s s L a n e s , h a s i n c r e a s e d i n 2 0 0 7 , p a r t i c u l a r l y a m o n g r e s p o n d e n t s s a y i n g t h e y u s e t h i s c o r r i d o r m o r e t h a n s i x t i m e s p e r w e e k . I t i s w o r t h n o t i n g t h a t O C T A a c c o u n t h o l d e r s ' m e a n n u m b e r o f t r i p s o n t h e 9 1 F r e e w a y i n c l u d i n g t h e 9 1 E x p r e s s L a n e s i s 3 . 7 w h i l e T C A a c c o u n t h o l d e r s ' m e a n i s 2 . 6 , i n d i c a t i n g f e w e r t r i p s o v e r a l l a m o n g T C A a c c o u n t h o l d e r s . A p p r o x i m a t 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 o n t h e 9 1 F r e e w a y N o n e L e s s t h a n o n e t r i p a w e e k O n e o r t w o t r i p s a w e e k T h r e e t r i p s a w e e k F o u r t r i p s a w e e k F i v e t r i p s a w e e k S i x t r i p s a w e e k M o r e t h a n s i x t r i p s a w e e k 2 2 % 1 8 % 8 % 1 0 % 1 3 % 7 % O k 6 % 9 % 8 % 9 % 8 % 4 % 2 % 5 % 0 1 2 % 2 1 % � 2 0 0 7 M e a n = 3 . 4 0 2 0 0 6 M e a n = 3 . 1 0 1 2 2 0 0 5 M e a n = 3 . 3 2 I S 2 0 0 4 M e a n = 2 . 5 0 � I W R G r o u p , I n c . P a g e 2 7 91 Express Lanes Customer Satisfaction Survey Q7. Approximately how many one-way trips per week do you take on the 91 Express Lanes toll road, not the 91 Freeway? When asked specifically about trips on the 91 Express Lanes, results suggest that the trend of fewer trips on the 91 Express Lanes continues. As with trips on the 91 Freeway including trips on the 91 Express Lanes, the mean number of trips on the 91 Express Lanes among OCTA account holders is 2.7 while TCA account holders' mean is 1.8, indicating fewer trips on the 91 Express Lanes among TCA account holders. Approximate Number of One -Way Trips Per Week on the 91 Express Lanes Less than one trip a week One or two trips a week Three trips a week Four trips a week Five trips a week Six trips a week More than six trips a week 7% 6% 6% 8°/u 5% 5% 7% 7% 02007 Mean = 2.50 M 2006 Mean = 2.90 M2005 Mean = 3.05 M 2004 Mean = 2.10 © IWR Group, Inc. Page 28 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 8 . O f t h o s e t r i p s o n t h e 9 1 E x p r e s s L a n e s , h o w m a n y a r e d u r i n g r u s h h o u r ( 5 a m t o 8 a m a n d 4 p m t o 7 p m ) ? N e w t h i s y e a r , r e s p o n d e n t s w e r e a s k e d t o s t a t e t h e n u m b e r o f t r i p s t h e y t a k e o n t h e 9 1 E x p r e s s L a n e s d u r i n g r u s h h o u r . I n p r e v i o u s y e a r s , r e s p o n d e n t s w e r e a s k e d t o s t a t e t h e p e r c e n t o f t r a v e l d u r i n g r u s h h o u r s . A s t h e f o l l o w i n g g r a p h i l l u s t r a t e s , t h e m o r e f r e q u e n t l y a r e s p o n d e n t t r a v e l s o n t h e 9 1 E x p r e s s L a n e s , t h e m o r e l i k e l y t h e y a r e t o t r a v e l d u r i n g r u s h h o u r s . W e e k d a y R u s h - H o u r T r a v e l o n t h e 9 1 E x p r e s s L a n e s L e s s t h a n 1 1 t o 2 t r i p s p e r 3 t r i p s p e r t r i p a w e e k w e e k w e e k 4 t r i p s p e r w e e k 8 5 % 5 t r i p s p e r w e e k 9 0 % 6 t r i p s p e r 7 o r m o r e t r i p s w e e k p e r w e e k � I W R G r o u p , I n c . P a g e 2 9 91 Express Lanes Customer Satisfaction Survey Q9. What percentage of the time do you use the 91 Express Lanes during non -rush hours, excluding weekends? New in this year's study, respondents were asked to state the percentage of time that they use the 91 Express Lanes during non -rush hours, excluding weekends. Results indicate that one-third of all respondents are frequent users of the 91 Express Lanes during non -rush hours, while nearly the same number of respondents indicate they are infrequent users. There are no significant differences between OCTA account holders and TCA account holders. Non -Rush -Hour Weekday Travel on the 91 Express Lanes Less than 10% 11 % to 50% 51% to 75% 76% to 100% 19% 35% 34% p 2007 Mean= 46% • • © IWR Group, Inc. Page 30 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 0 . W h a t p e r c e n t a g e o f t h e t i m e d o y o u u s e t h e 9 1 E x p r e s s L a n e s o n w e e k e n d s ? A s i n 2 0 0 6 , r e s p o n d e n t s w e r e a s k e d t o e s t i m a t e t h e p e r c e n t a g e o f t i m e t h a t t h e y u s e t h e 9 1 E x p r e s s L a n e s o n w e e k e n d s . R e s u l t s i n d i c a t e t h a t j u s t o v e r o n e - t h i r d o f a l l r e s p o n d e n t s a r e f r e q u e n t u s e r s o f t h e 9 1 E x p r e s s L a n e s o n w e e k e n d s , w h i l e a p p r o x i m a t e l y o n e - f o u r t h o f a l l r e s p o n d e n t s i n d i c a t e t h e y a r e i n f r e q u e n t u s e r s o n w e e k e n d s , n e a r l y i d e n t i c a l r e s u l t s a s r e p o r t e d i n 2 0 0 6 . I n 2 0 0 7 , O C T A a c c o u n t h o l d e r s a r e s l i g h t l y l e s s l i k e l y t o r e p o r t u s a g e o f t h e 9 1 E x p r e s s L a n e s o n w e e k e n d s t h a n a r e T C A a c c o u n t h o l d e r s . W e e k e n d T r a v e l o n t h e 9 1 E x p r e s s L a n e s 1 L e s s t h a n 1 0 % 1 1 % t o 3 3 % 3 4 % t o 5 0 % 5 1 % t o 7 4 % 7 5 % t o 9 4 % 9 5 % t o 1 0 0 % 0 2 0 0 7 M e a n = 4 6 % 2 0 0 6 M e a n = 4 1 � I W R G r o u p , I n c . P a g e 3 1 91 Express Lanes Customer Satisfaction Survey StAection Process Q11. How long have you been a 91 Express Lanes customer? Respondents were asked how long they have been customers of the 91 Express Lanes. Because the scale for responses was changed in 2007, a comparison to previous years' results is not possible. Results in 2007 indicate that approximately one-third of all respondents have been traveling on the 91 Express Lanes for more than six years. More than half of TCA account holders have been using the 91 Express Lanes for more than one year but less than six years. Among OCTA account holders, this response drops to fewer than half of respondents. The mean number of years as an 91 Express Lanes customer among those using this toll road three or fewer times per week is 5.5, while among more frequent users (six times per week) the mean is 62. Among the most frequent users (seven times per week) the mean number of years drops to 4.8 years. Time as a 91 Express Lanes Customer 1% Less than 6 months 2% 0% 6 months to 1 year More than 1 but less than 3 years More than but less than 6 years More than 6 but less than 8 years More than 8 but less than 10 years More than 10 but less than 12 years 12 years I10% 1 0 % 9% 9% 9% 7% 7% 7% 9% ElTotal Mean=5.5 OCTA Mean=5.7 TCA Mean=5.1 • © IWR Group, Inc. Page 32 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 2 . T h i n k i n g b a c k t o w h e n y o u s i g n e d u p f o r t h e 9 1 E x p r e s s L a n e s t o l l r o a d , w h a t m o t i v a t e d y o u t o s i g n u p a n d u s e t h e 9 1 E x p r e s s L a n e s ? R e s p o n d e n t s w e r e a s k e d t o d e s c r i b e i n t h e i r o w n w o r d s w h a t m o t i v a t e d t h e m t o s i g n u p f o r a n d u s e t h e 9 1 E x p r e s s L a n e s . R e s p o n s e s w e r e l a t e r c o d e d f o r d a t a e n t r y . A s i n p r e v i o u s y e a r s , t h e m a j o r i t y o f r e s p o n d e n t s s a y t h e y o r i g i n a l l y s i g n e d u p f o r t h e 9 1 E x p r e s s L a n e s b e c a u s e t h e y g o t t i r e d o f s i t t i n g i n t r a f f i c . N e w t h i s y e a r , r e s p o n d e n t s f r e q u e n t l y m e n t i o n c o n v e n i e n c e a n d s a v i n g t i m e a s m o t i v a t o r s f o r s i g n i n g u p a n d u s i n g t h e 9 1 E x p r e s s L a n e s . C o n v e n i e n c e r e f l e c t s n e a r l y o n e - f o u r t h o f a l l r e s p o n s e s . I n i t i a l R e a s o n s f o r U s i n g t h e 9 1 E x p r e s s L a n e s G o t t i r e d o f s i t t i n g i n t r a f f i c C o n v e n i e n c e S a v e s t i m e M o v e d t o R i v e r s i d e / C o r o n a a r e a L i v e d i n R i v e r s i d e / C o r o n a a r e a b u t g o t a j o b i n O r a n g e C o u n t y T r a v e l o n t h e 9 1 f o r v a c a t i o n / l e i s u r e t r i p s L i v e d i n O r a n g e C o u n t y b u t g o t a j o b i n t h e R i v e r s i d e / C o r o n a a r e a M y c h i l d r e n ' s a c t i v i t i e s ( s c h o o l , s p o r t s e t c ) a r e i n O r a n g e C o u n t y R e c e i v e d i t a s a g i f t S a f e r t h a n t h e 9 1 A f f o r d a b l e T i r e d o f s t r a i n o n m y c a r T r a v e l b e t w e e n c i t i e s f r e q u e n t l y O t h e r 1 3 / o 2 % 1 2 % 1 0 % 1 2 4 / o 5 3 ��/ 0 � 0 0 2 0 0 7 �% 2 0 0 6 0 2 0 0 5 �% 2 0 0 4 � I W R G r o u p , I n c . P a g e 3 3 91 Express Lanes Customer Satisfaction Survey Q13. Within the past six months, would you say the number of times you traveled on the 91 Express Lanes toll road, not the 91 Freeway, has increased, stayed the same, or decreased? When asked directly about changes in usage of the 91 Express Lanes, the majority of customers say their usage of the toll road has not changed within the past six months. When comparing the percentage indicating that their travel has increased with the percentage indicating their travel has decreased, the net difference (.06) indicates a slight increase in travel on the 91 Express Lanes in 2007. Respondents who frequently use the 91 Express Lanes are more likely to report an increase in usage than are less frequent users. Usage of the 91 Express Lanes Increased 2007 2006 2005 2004 Il Stayed the same p Decreased • © IWR Group, Inc. Page 34 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 4 . W h y h a v e y o u r d r i v i n g h a b i t s c h a n g e d ? I f r e s p o n d e n t s m e n t i o n e d t h a t t h e i r t r a v e l o n t h e 9 1 E x p r e s s L a n e s h a s e i t h e r i n c r e a s e d o r d e c r e a s e d , t h e y w e r e a s k e d w h y . R e s p o n d e n t s w e r e a s k e d t o p r o v i d e t h e i r r e a s o n s i n t h e i r o w n w o r d s . R e s p o n s e s w e r e t h e n c o d e d b y c a t e g o r i e s a n d e n t e r e d i n t o o u r c o m p u t e r t o b e i n c l u d e d w i t h a l l o t h e r r e s u l t s . R e s p o n d e n t s c i t e v a r i o u s r e a s o n s f o r c h a n g i n g t h e i r d r i v i n g p a t t e r n s . I t i s i n t e r e s t i n g t o s e e t h a t a c h a n g e i n p e r s o n a l p l a n s i s m e n t i o n e d m o s t o f t e n a s a p r i m a r y r e a s o n f o r c h a n g i n g t r a v e l p a t t e r n s o n t h e 9 1 E x p r e s s L a n e s . T h i s s u g g e s t s t h a t e v e n t s o u t s i d e t h o s e i m p l e m e n t e d b y O C T A h a v e i m p a c t e d u s a g e o f t h e 9 1 E x p r e s s L a n e s . A m o n g t h o s e w h o s a y t h e y h a v e d e c r e a s e d t h e i r u s a g e o f t h e 9 1 E x p r e s s L a n e s , a p p r o x i m a t e l y o n e - f o u r t h s a y t h e i n c r e a s e i n t o l l c h a r g e s t r i g g e r e d t h i s c h a n g e . R e a s o n s f o r C h a n g i n g D r i v i n g H a b i t s P e r s o n a l p l a n s c h a n g e D e m a n d s a t w o r k F a s t e r c o m m u t e N o c h a n g e I n c r e a s e d t r a f f i c o n 9 1 f r e e w a y R e t i r e d 1 - 3 % 1 3 % E x p r e s s l a n e s t o o i m r - r i p r 4 i 4 0 / 0 c r o w d e d I n c r e a s e i n t o l l c h a r g e s C h a n g e d j o b s 2 % 3 % 1 % I n c r e a s e d E l D e c r e a s e d � I W R G r o u p , I n c . P a g e 3 5 91 Express Lanes Customer Satisfaction Survey Q15. Using a scale of 1 to 7 where 7 means I strongly agree and 1 means I strongly disagree, please tell me how much you agree or disagree with the following statements. When asked to rate their agreement with several statements, respondents indicate their desire for free -flowing lanes. Responses also suggest that respondents monitor toll charges via the 91 .Express Lanes sign and may vary their travel patterns based on this information. Interaction. with the 91 Express Lanes p Strongly Agree ID 6 p 5 p 4 E2 3 0 2 Strongly Disagree I expect the lanes to be free flowing at all times, even if I have to pay higher tolls I don't need a pre -notice because I mostly rely on the Express Lanes price signs to tell me the price I would travel a little earlier or a little later to avoid the heaviest rush hour if the toll was lower during these hours. Using the 91 Express Lanes gives me value for my money I always check for the current toll on the Express Lanes price signs before I decide to use the Express Lanes. I rarely look at or rely on the Express Lanes price signs. I mostly rely on the Express Lane's website to find out about any price changes. i 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100 • © IWR Group, Inc. Page 36 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 5 . U s i n g a s c a l e o f 1 t o 7 w h e r e 7 m e a n s I s t r o n g l y a g r e e a n d 1 m e a n s I s t r o n g l y d i s a g r e e , p l e a s e t e l l m e h o w m u c h y o u a g r e e o r d i s a g r e e w i t h t h e f o l l o w i n g s t a t e m e n t s . D a t a c o l l e c t e d i n 2 0 0 7 s h o w t h a t r e s p o n d e n t s c o n t i n u e t o c h e c k p r i c e s i g n s r a t h e r t h a n t h e w e b s i t e f o r p r i c e c h a n g e s b u t m a y b e m o r e l i k e l y t o c h a n g e t r a v e l p a t t e r n s i n o r d e r t o r e d u c e t o l l c h a r g e s . P e r c e p t i o n M e a n s b y Y e a r 7 . 0 0 6 . 0 0 5 . 0 0 4 . 0 0 3 . 0 0 2 . 0 0 1 . 0 0 0 . 0 0 = 2 0 0 7 M e a n E - - 2 0 0 6 M e a n 2 0 0 5 M e a n 0 t N . , ' ��� ' C y e t ` ��o y J J �� ��i 5 e ' ��C y c � ' e y \ - 9 Q e r ` � r y 0 - m 0 y �� c ` �� a k a � 0 ����� A . c a , � ` a 5 ��a 0 t ��+ ��` a a 0 y �� a Q c c ��g " ��� c a g D ��a ` c c c � �� o i ����' . ��a e y 5 0 5 + Q t �� ��e m � ��, e a 9 ` e a a \ ` a ` � o ��` ��+ ��` a ` c A �� e d 6 ' - a t e \ m + Q c g s a y e % r m � ���� ` a ��< < a ���� a � c a m � J a ��S J y ` c o , a n t i ` ��a y ���� ` ��* e " , , �� c s r 4 3 ' G ��a ' \ r ' a � I W R G r o u p , I n c . P a g e 3 7 91 Express Lanes Customer Satisfaction Survey When segmenting the results based on transponder account, results suggest that TCA account holders are likely to be less price -sensitive than OCTA account holders. TCA account holders are more likely to agree that the 91 Express Lanes should be free -flowing even if they must pay higher tolls and less likely than OCTA account holders to agree that they would travel earlier or later to avoid higher tolls. Perception Means by Transponder Account 7.00 6.00 5.00 4.00 3.00 2.00 1.00 0.00 Total Mean t OCTA Mean —+� TCA Mean \e `� - DCy ,45..4 \°e „el t, re DCo� �e� AF4'\'co Q �.��Q °a'l \egc 4� �a,y q F� ece9 et�cd` ie. •tie �'a J� to .o „fie �9 e�.�o` 9^�t+Qco a���o `off°°e ° °'o�y •o+� ao� o ea � <e� coo A.T. cQ eko� yti� e •6 ��°J J4 y.Acyr• oo�.� \e� © IWR Group, Inc. Page 38 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 1 6 . I n y o u r o p i n i o n , w h a t i s t h e b e s t t h i n g a b o u t t r a v e l i n g o n t h e 9 1 E x p r e s s L a n e s t o l l r o a d ? A n y t h i n g e l s e ? R e s p o n d e n t s w e r e a s k e d t o s t a t e i n t h e i r o w n w o r d s t h e b e s t t h i n g a b o u t t r a v e l i n g o n t h e 9 1 E x p r e s s L a n e s . I n 2 0 0 6 , l e s s t r a f f i c w a s m e n t i o n e d m o s t o f t e n . I n 2 0 0 7 , h o w e v e r , r e s p o n s e s a r e e q u a l l y d i v i d e d b e t w e e n s a v i n g t i m e a n d l e s s t r a f f i c . A m o n g O C T A a c c o u n t h o l d e r s , s a v i n g t i m e i s m o r e l i k e l y t o b e m e n t i o n e d , w h i l e T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o m e n t i o n l e s s t r a f f i c . C o n v e n i e n c e a n d e a s y r e c e i v e s l i g h t l y m o r e m e n t i o n s i n 2 0 0 7 t h a n i n p r e v i o u s s t u d i e s . I t i s w o r t h n o t i n g t h a t i n 2 0 0 7 , r e s p o n d e n t s p r o v i d e f e w e r r e s p o n s e s t o t h i s q u e s t i o n t h a n i n p r e v i o u s y e a r s , s u g g e s t i n g t h a t t r a v e l o n t h e 9 1 E x p r e s s L a n e s h a s b e c o m e r o u t i n e . B e s t T h i n g A b o u t T r a v e l o n t h e 9 1 E x p r e s s L a n e s S a v e s t i m e L e s s / N o t r a f f i c A b l e t o t r a v e l f a s t e r C o n v e n i e n t / E a s y L e s s s t r e s s / r e l a x i n g M o r e s a f e / s a f e t y 2 % L e s s w e a r & t e a r o n c a r 1 % O t h e r 6 % 6 % 4 % 9 % p 2 0 0 7 �% 2 0 0 6 p 2 0 0 5 �% 2 0 0 4 � I W R G r o u p , I n c . P a g e 3 9 91 Express Lanes Customer Satisfaction Survey Q17/Q18. About how much time do you think you save per one-way trip during rush hour when you travel on the 91 Express Lanes in the morning? In the afternoon? Respondents were asked how much time they think they save when traveling on the 91 Express Lanes during rush hour. Respondents are more likely to say that their perceived time savings is greater in the afternoon than in the morning. In fact, nearly one-third of all respondents say they save from 45 to 60 minutes in the afternoon by traveling on the 91 Express Lanes. There are no significant differences based on location of transponder account. Time Saved by Traveling the 91 Express Lanes 1-10 minutes 11-20 minutes 21-30 minutes 31-44 minutes 45-60 minutes 1 to 2 hours 2 hours or more Don't know M Morning Mean=27.4 Afternoon Mean=38.7 • • © IWR Group, Inc. Page 40 91 Express Lanes Customer Satisfaction Survey When examining results over the past several years, results suggest that perceived time savings have increased slightly over time, with perceived savings in the afternoon higher than perceived time savings in the morning. Time Saved by Traveling the 91 Express Lanes — By Year 2007 2006 Momi ng —F Aftemoon 2005 2004 © IWR Group, Inc. Page 41 91 Express Lanes Customer Satisfaction Survey Perform ni' Perceptions Q19. to your opinion, what has been your greatest concern or complaint about the road or the service you receive from the 91 Express Lanes? Anything else? Respondents were asked to state in their own words their greatest complaint or concern about the road or the service they receive from the 91 Express Lanes. Responses were then coded by category and entered into our computer to be included with all other results. Nearly one-fourth of all respondents say they have no complaints. The most frequently mentioned complaint is the congestion of the 91 Express Lanes, an increase in response from previous years. Expense and rate increases are mentioned less often in 2007. TCA account holders are more likely to complain that the lanes are too short than are OCTA account holders. Greatest Concern About the 91 Express Lanes No complaints Express Lanes still congested Too expensive Rates increase too often People cutting into lanes Express lanes too short Lanes closed for maintenance Bottleneck at the 55/91 interchange Speeding by other drivers Minimum monthly toll fees Poor customer service Transponder doesn't always work Billing complaints 3+ carpools should travel free all the time Hard to reach someone at customer service center No information about rates/charges 9 Need more entrances Other p 2007 ® 2006 p 2005 ® 2004 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% © IWR Group, Inc. Page 42 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 2 0 . H o w w o u l d y o u r a t e t h e o v e r a l l s a f e t y o f t h e 9 1 E x p r e s s L a n e s t o l l r o a d ? W o u l d y o u s a y i t i s v e r y s a f e , s a f e , s o m e w h a t s a f e , s o m e w h a t u n s a f e , u n s a f e , v e r y u n s a f e o r e x t r e m e l y u n s a f e ? R e s u l t s s u g g e s t t h e r e m a y b e a s h i f t f r o m r e s p o n d e n t s s a y i n g t h e l a n e s a r e v e r y s a f e t o s a y i n g t h e y a r e s a f e . A p p r o x i m a t e l y f o u r o u t o f 1 0 r e s p o n d e n t s s a y t h e l a n e s a r e s a f e , u p f r o m a p p r o x i m a t e l y o n e i n t h r e e w h o o f f e r e d t h e s a m e r e s p o n s e i n p r e v i o u s y e a r s . T h r e e o u t o f 1 0 r e s p o n d e n t s s a y t h e y p e r c e i v e t h e 9 1 E x p r e s s L a n e s t o b e v e r y s a f e , d o w n f r o m n e a r l y f o u r o u t o f 1 0 r e s p o n d e n t s i n 2 0 0 6 . P e r c e p t i o n s o f S a f e t y o n t h e 9 1 E x p r e s s L a n e s p V e r y S a f e p U n s a f e 2 0 0 7 2 0 0 6 2 0 0 5 2 0 0 4 I D S a f e V e r y U n s a f e p S o m e w h a t S a f e t a S o m e w h a t U n s a f e E l E x t r e m e l y U n s a f e � I W R G r o u p , I n c . P a g e 4 3 1 % 2 % 1 % 91 Express Lanes Customer Satisfaction Survey Q21. Why do you feel this way? If a respondent had downgraded a response of somewhat unsafe to extremely unsafe, they were asked to explain why, in their own words. Responses were then coded by category and entered into our computer to be included with all other results. The primary reason for providing an unsafe response is because of the people who cut in after the toll booth. As illustrated below, this complaint has increased over the years. In addition, a lack of protection offered by the cones is mentioned more often in 2007, while speeding and narrow lanes are mentioned less often. Reasons for Perceptions of Safety on the 91 Express Lanes 55% People cut in after toll booth . Cones offer no protection or deterrence Too many speeders Too many accidents/More tendency for accidents Narrow lane/One lane/No shoulder Too much traffic congestion Safety/Dangerous FM 2007 ® 2006 p 2005 ® 2004 © IWR Group, Inc. . Page 44 • " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 2 2 . O v e r a l l , h o w w o u l d y o u r a t e y o u r s a t i s f a c t i o n w i t h y o u r e x p e r i e n c e i n u s i n g t h e 9 1 E x p r e s s L a n e s t o l l r o a d ? P l e a s e u s e a s c a l e o f 1 t o 7 w h e r e 7 m e a n s y o u a r e e x t r e m e l y s a t i s f i e d a n d 1 m e a n s y o u a r e e x t r e m e l y d i s s a t i s f i e d . S a t i s f a c t i o n w i t h t h e 9 1 E x p r e s s L a n e s i n d i c a t e s a t r e n d t o w a r d l o w e r s a t i s f a c t i o n s c o r e s s i n c e 2 0 0 4 . O v e r a l l S a t i s f a c t i o n w i t h t h e 9 1 E x p r e s s L a n e s E l E x t r e m e l y S a t i s f i e d 0 6 8 5 0 4 0 3 0 2 0 E x t r e m e l y d i s s a t i s f i e d 2 % 2 0 0 7 M e a n = 5 . 4 0 2 0 0 6 M e a n = 5 . 6 0 2 0 0 5 M e a n = 5 . 6 6 2 0 0 4 M e a n = 5 . 8 8 � I W R G r o u p , I n c . P a g e 4 5 91 Express Lanes Customer Satisfaction Survey Q23. Can you please tell me the primary reason you rated your experience that way? Upon providing their scores for overall satisfaction of the 91 Express Lanes, respondents were probed further into why they answered the way they did. Respondents were asked to provide their reasons in their own words. Responses were then coded by category and entered into our computer to be included with all other results. As illustrated in the graph below, results reflect the respondents' overall satisfaction with the road. Very few negative complaints are made. Overall, respondents continue to be most satisfied because the road has less traffic. It is interesting to note that when there is dissatisfaction with the 91 Express Lanes, expense is mentioned by nearly six out 10 respondents. This attribute, along with lane cutters, appears to be the trigger for dissatisfaction with the 91 Express Lanes. Reasons for Satisfaction Scores Saves time No problems Less crowded 10% Consistent ° v° Convenient Sometimes as congested as freeway ° A good value `5/° ° Too expensive 0 Closed for maintenance 34/y Illegally cutting into lanes 4' Crowded at intersections Lanes should be extended Accidents blocking toll road 15% 25% El Satisfied ▪ Neutral ▪ Dissatisfied 59% • • © IWR Group, Inc. Page 46 " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y T h e f o l l o w i n g g r a p h p r e s e n t s r e a s o n s f o r s a t i s f a c t i o n r a t i n g s b y y e a r . I n t h i s c a s e , r e s p o n s e s a r e p r e s e n t e d f o r t h e t o t a l s a m p l e a n d n o t s e g m e n t e d b a s e d o n s a t i s f a c t i o n s c o r e s . R e s u l t s s u g g e s t t h a t r e s p o n d e n t s a r e m o r e l i k e l y t o m e n t i o n p r i c e a n d c o n g e s t i o n i n 2 0 0 7 t h a n i n p r e v i o u s y e a r s . I n a d d i t i o n , r e s p o n d e n t s a r e l e s s l i k e l y t o m e n t i o n n o p r o b l e m s i n 2 0 0 7 t h a n i n p r e v i o u s y e a r s . R e a s o n s f o r S a t i s f a c t i o n S c o r e s b y Y e a r L e s s t r a f f i c / Q u i c k e r t r i p P r i c e t o o e x p e n s i v e 1 T o o c o n g e s t e d / S l o w t r a v e l N o p r o b l e m s / G o o d e x p e r i e n c e s C o n s i s t e n t = 6 % C o n v e n i e n c e / E a s e o f 6 % t 6 % u s e - 6 % S a f e t y R e a s o n s D o n ' t k n o w / N o n e 4 % 6 % 7 % 0 % 7 % N e e d s g e n e r a l o r ��, a , s � i � i m p r o v e m e n t s 0 2 0 0 7 �% 2 0 0 6 p 2 0 0 5 � 2 0 0 4 � I W R G r o u p , I n c . P a g e 4 7 91 Express Lanes Customer Satisfaction Survey Q24. I am going to read several attributes that might be important to those who use the 91 Express Lanes toll road. As I read each statement, please tell me how important each one is to you, personally. Please use a scale of 1 to 7 where 7 means it is extremely important to you personally and 1 means it is totally unimportant to you. When asked to rate the importance of several attributes, respondents indicate that being treated professionally is more important than removing toll charges by repaying debt. OCTA account holders are more likely to rate making the lanes free as important than are TCA account holders. Importance of Service Attributes Extremely Important ❑6 05 04 03 I am always treated professionally OCTA should use excess toll revenues to make improvements on the 91 Freeway corridor It is easy to get a hold of customer service when I need to It is a fast, safe, reliable commute every time My concerns are responded to in a timely . manner The 91 Express Lanes constantly pursues new and better ways to serve their customers OCTA is financially responsible when managing the 91 Express Lanes OCTA should use excess toll revenues to repay debt as early as possible and make the 91 Express Lanes free miNot at all important 0% 10 20 30 40 50 60 70 80 90 100 % % % % % % % % % % © IWR Group, Inc. Page 48 • " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y W h e n t h e m e a n s c o r e s f o r c o n s u m e r i m p o r t a n c e a r e a n a l y z e d a n d c o m p a r e d t o p r e v i o u s y e a r s , t h e d a t a i n d i c a t e s f e w d i f f e r e n c e s w h e n i t c o m e s t o c u s t o m e r s ' e x p e c t a t i o n s o f t h e 9 1 E x p r e s s L a n e s . M e a n S c o r e s o f I m p o r t a n c e o f S e r v i c e A t t r i b u t e s b y Y e a r 7 6 5 4 3 2 1 0 2 0 0 7 M e a n �%- 2 0 0 6 M e a n - r - 2 0 0 5 M e a n I a m a l w a y s t t i s a f a s t , s a f e , M y c o n c e r n s a r e O C T A s h o u l d T h e 9 1 E x p r e s s O C T A i s O C T A s h o u l d t r e a t e d r e l i a b l e c o m m u t e r e s p o n d e d t o i n a u s e e x c e s s t o l l L a n e s c o n s t a n t l y f i n a n c i a A y u s e e x c e s s t o l l p r o f e s s i o n a l l y e v e r y t i m e t i m e l y m a n n e r r e v e n u e s t o p u r s u e s n e w r e s p o n s i b l e r e v e n u e s t o m a k e a n d b e t t e r w a y s w h e n m a n a g i n g r e p a y d e b t a n d i n p r o v e r r e n t s o n t o s e r v e t h e i r t h e 9 1 E x p r e s s m a k e t h e l a n e s t h e 9 1 F r e e w a y c u s t o m e r s L a n e s f r e e c o r r i d o r � I W R G r o u p , I n c . P a g e 4 9 91 Express Lanes Customer Satisfaction Survey IV. rcept ono of OCTA, Q25. Now I am going to read this same list of attributes, and this time please tell me how you feel the 91 Express Lanes toll road performs on each. Please use a scale of 1 to 7 where 7 means their performance is outstanding and 1 means their performance is unacceptable. When asked to rate the performance of the 91 Express Lanes on the same list of attributes, customers give OCTA the highest ratings for how it treats its customers, that their concerns are responded to in a timely manner, and that they can get a hold of customer service. Performance ratings are lower when asked about how OCTA spends excess toll revenues. Performance of the 91 Express Lanes p Outstanding I am always treated professionally My concerns are responded to in a timely manner It is easy to get a hold of customer service when I need to It is a fast, safe, reliable commute every time OCTA should use excess toll revenues to make improvements on the 91 Freeway corridor OCTA is financially responsible when managing the 91ExpressLanes The 91 Express Lanes constantly pursues new and better ways to serve their customers ID 6 05 �4 013 2 fl Unacceptable 0 /o 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%el © IWR Group, Inc. Page 50 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y W h e n t h e m e a n s c o r e s f o r p e r f o r m a n c e a r e a n a l y z e d a n d c o m p a r e d t o p r e v i o u s y e a r s , t h e d a t a c o l l e c t e d i n 2 0 0 7 s u g g e s t p e r f o r m a n c e p e r c e p t i o n s o f a c c e s s t o c u s t o m e r s e r v i c e h a s i m p r o v e d w h i l e f i n a n c i a l r e s p o n s i b i l i t y a n d s e r v i n g c u s t o m e r s h a s d e c l i n e d . P e r f o r m a n c e o f t h e 9 1 E x p r e s s L a n e s b y Y e a r 7 6 5 4 3 2 1 0 - 2 0 0 7 M e a n 1 1 - 2 0 0 6 M e a n 2 0 0 5 M e a n I a m a l w a y s M y c o n c e m s I t i s e a s y t o g e t I t i s a N a s t , O C T A s h o u l d O C T A i s T h e 9 1 t r e a t e d a r e r e s p o n d e d a h o l d o f s a f e , r e l i a b l e u s e m e s s t o l l f i n a n c i a l l y E x p r e s s p r o f e s s i o n a l l y t o i n a t i m e l y c u s t o m e r c o m m u t e r e v e n u e s t o r e s p o n s i b l e L a n e s m a n n e r s e r v i c e w h e n I e v e r y t i m e m a k e w h e n c o n s t a n t l y n e e d t o i m p r o v e m e n t s m a n a g i n g t h e p u r s u e s n e w o n t h e 9 1 9 1 E x p r e s s a n d b e t t e r F r e e w a y L a n e s w a y s t o s e r v e c o r r i d o r t h e i r c u s t o m e r s � I W R G r o u p , I n c . P a g e 5 1 91 Express Lanes Customer Satisfaction Survey When performance ratings are segmented based on transponder account, TCA account holders are more likely to rate the 91 Express Lanes performance higher on a safe, reliable commute, using excess toll revenues to improve the 91 Express Lanes and OCTA's financial responsibility than are OCTA account holders. Performance of the 91 Express Lanes by Transponder Account 7 6 5 4 3 2 1 Total f OCTA TCA I am alw ays My concerns it is easy to It is a fast, OCTA should OCTA is The 91 treated are responded get a hold of safe, reliable use excess financially Express professionally to in a timely customer commute toll revenues responsible Lanes manner service w hen every time to peke w hen constantly I need to improvements managing the pursues new on the 91 91 Express and better Freeway Lanes ways to serve corridor their customers • © IWR Group, Inc. Page 52 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y V . P r o d u c t P e r c e p t i o n s Q 2 6 . A s I r e a d a l i s t o f p o t e n t i a l n e w a n d e x p a n d e d f e a t u r e s f o r t h e 9 1 E x p r e s s L a n e s , p l e a s e t e l l m e i f y o u a r e e x t r e m e l y ( 4 ) , v e r y ( 3 ) , s o m e w h a t ( 2 ) , o r n o t l i k e l y ( 1 ) t o u t i l i z e e a c h f e a t u r e . R e s p o n d e n t s w e r e r e a d a l i s t o f n e w a n d / o r p o t e n t i a l f e a t u r e s f o r t h e 9 1 E x p r e s s L a n e s a n d a s k e d t o r a t e e a c h u s i n g a f o u r - p o i n t s c a l e i n w h i c h a g r e a t e r s c o r e e q u a l s a g r e a t e r l i k e l i h o o d t o u s e s u c h f e a t u r e s . A s i l l u s t r a t e d i n t h e g r a p h b e l o w , r e s p o n d e n t s a r e m o r e l i k e l y t o u s e r e a l - t i m e t r a f f i c c o v e r a g e . A l l o t h e r f e a t u r e s a r e l e s s l i k e l y t o b e u t i l i z e d , w i t h a l o w e r m o n t h l y f e e o n t h e f o u r t h t r a n s p o n d e r b e i n g t h e l e a s t l i k e l y t o b e u t i l i z e d . I t i s i n t e r e s t i n g t o n o t e t h a t p a r t n e r s o f f e r i n g d i s c o u n t s i s m o r e l i k e l y t o b e u t i l i z e d t h a n a f r e q u e n t d r i v e r p r o g r a m . I t i s a l s o w o r t h n o t i n g t h a t T C A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o i n d i c a t e l i k e l i h o o d t o u s e e - s t a t e m e n t s t h a n a r e O C T A a c c o u n t h o l d e r s . L i k e l i h o o d o f U s i n g N e w a n d E x p a n d e d F e a t u r e s f o r t h e 9 1 E x p r e s s L a n e s p E x t r e m e l y l i k e l y p V e r y l i k e l y R e a l t i m e t r a f f i c c o v e r a g e P a r t n e r s o f f e r i n g d i s c o u n t s a n d s p e c i a l s E - s t a t e m e n t s ( o n - l i n e W e e k e n d o n l y t r a n s p o n d e r w i t h l o w e r m o n t h l y f e e F r e q u e n t d r i v e r p r o g r a m p r o v i d i n g p o i n t s f o r p r i z e s L o w e r m o n t h l y f e e o n 4 o r m o r e t r a n s p o n d e r s 0 % p S o m e w h a t l i k e l y p N o t l i k e l y E l D o n ' t k n o w 1 0 % 2 0 % 3 0 % 4 0 % 5 0 % 6 0 % 7 0 % 8 0 % 9 0 % 1 0 0 % � I W R G r o u p , I n c . P a g e 5 3 91 Express Lanes Customer Satisfaction Survey Q27. Approximately how much do you spend per month on toll charges to use the 91 Express Lanes? Respondents indicate spending an average of $3.45 more per month in 2007 than in 2006. It is important to keep in mind that in 2007, quotas were set to capture results of frequent 91 Express Lanes users. In 2006, these quotas were not in place. Self -reported Monthly Toll Charges 2004 2005 2006 2007 Self -reported average monthly tolls $22.17 $26.33 $25.15 $28.60 © IWR Group, Inc. Page 54 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 2 8 . A r e y o u a w a r e t h a t t h e 9 1 E x p r e s s L a n e s a r e f r e e m o s t h o u r s f o r c a r p o o l s o f t h r e e o r m o r e p e o p l e ? A w a r e n e s s o f F r e e C a r p o o l s o n t h e 9 1 E x p r e s s L a n e s R e s p o n d e n t s w e r e a s k e d i f t h e y a r e a w a r e t h a t c a r p o o l s a r e f r e e . M o r e t h a n t h r e e - f o u r t h s o f r e s p o n d e n t s s a y t h e y a r e a w a r e o f t h i s f a c t . O C T A a c c o u n t h o l d e r s a r e m o r e l i k e l y t o r e s p o n d t h i s w a y t h a n a r e T C A a c c o u n t h o l d e r s . 7 7 % T o t a l 8 1 % O C T A D I Y e s N o 6 8 % T C A Q 2 9 . H o w o f t e n d o y o u t a k e a d v a n t a g e o f t h i s o f f e r ? W o u l d y o u s a y y o u t r a v e l o n t h e 9 1 E x p r e s s L a n e s f o r f r e e w i t h t h r e e o r m o r e p e o p l e e x t r e m e l y o f t e n , v e r y o f t e n , s o m e w h a t o f t e n , n o t v e r y o f t e n , o r n o t a t a l l ? A S K E D O N L Y O F T H O S E A W A R E O F T O L L F R E E C A R P O O L S I n p r e v i o u s y e a r s , a l l r e s p o n d e n t s w e r e a s k e d a b o u t u s a g e o f f r e e c a r p o o l s o n t h e 9 1 E x p r e s s L a n e s . I n 2 0 0 7 , o n l y r e s p o n d e n t s w h o a r e a w a r e o f t h i s f e a t u r e w e r e a s k e d a b o u t t h e i r u s a g e p a t t e r n s . R e s u l t s a r e n e a r l y i d e n t i c a l f r o m p r e v i o u s y e a r s , d e s p i t e t h i s c h a n g e . T h e o n e e x c e p t i o n i s a n i n c r e a s e i n n o t v e r y o f t e n u s a g e i n 2 0 0 7 o v e r p r e v i o u s y e a r s . F r e q u e n c y o f U s i n g t h e 9 1 E x p r e s s L a n e s f o r C a r p o o l i n g p E x t r e m e l y o f t e n � V e r y o f t e n S o m e w h a t o f t e n N o t v e r y o f t e n N o t a t a l l 2 0 0 7 2 0 0 6 2 0 0 5 A s k e d o n l y o f t h o s e a w a r e o f f r e e c a r p o o l s A s k e d o f a l l r e s p o n d e n t s A s k e d o f a l l r e s p o n d e n t s � I W R G r o u p , I n c . P a g e 5 5 91 Express Lanes Customer Satisfaction Survey Q30. As you may be aware, within the past 12 months, tolls have increased for the 91 Express Lanes. Have your travel patterns changed because of the toll increases? Q31. How have they changed? Respondents were asked if they are aware of toll increases, and if so, what changes have they made, in their own words. While not significant, more respondents in 2007 report awareness of toll increases than in 2006. TCA account holders are less likely to say they are aware of toll increases than are OCTA account holders. When asked how their travel patterns have changed, respondents continue to say they choose different times to avoid higher tolls and select roads other than the 91 Express Lanes. OCTA account holders are more likely to say they will travel earlier or later to avoid higher tolls than are TCA account holders. Awareness of Toll Increases and Resulting Changes in Travel Patterns 2007 1 2006 Use the 91 Express Lanes less often Use different roads to avoid the 91 Express Lanes Leave earliedlaterto avoid_ higher tolls Travel at different times Use the 91 Express Lanes more often 30% 26% 0% Carpool more often 2% 2% 7% 22% 18% 18% 35% 32% 41 % 02007 ■ 2006 © IWR Group, Inc. Page 56 91 Express Lanes Customer Satisfaction Survey Q32. How do you prefer to receive information about the 91 Express Lanes? When asked how they prefer to receive information about the 91 Express Lanes, half of respondents say they prefer traditional mail, a significant decrease from 2006 responses. In 2007, there is a significant increase in respondents saying they prefer email communication. Among OCTA account holders, mail is more likely to be mentioned as the preferred method of communication, while among TCA account holders, email is more likely to be mentioned. This may suggest a change in customer behavior since previous studies. Preferred Communication Method Mail E-mail Road signs Newspaper Website Television Radio Electronic message sign Unsure/Don't know None iiP3° �l °r° z°r° 1% 1% 1% 1% 5% 1% z% 1% 1% El 2007 2006 67% © IWR Group, Inc. Page 57 91 Express Lanes Customer Satisfaction Survey Q33. Do you recall any ads for any toll roads? Respondents were asked if they recall seeing any ads for the 91 Express Lanes. Although not significant, fewer respondents indicate an awareness of 91 Express Lanes advertising than in previous years. There are no differences in responses between OCTA account holders and TCA account holders. Recollection of Toll Road Advertising 2007 18% 2006 © IWR Group, Inc. Page 58 " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q . 3 4 . W h a t o t h e r O C T A s e r v i c e s h a v e y o u u s e d i n t h e p a s t ? R e s p o n d e n t s w e r e a s k e d t o l i s t i n t h e i r o w n w o r d s w h a t o t h e r O C T A s e r v i c e s t h e y h a v e u s e d i n t h e p a s t . R e s p o n s e s w e r e l a t e r c o d e d f o r d a t a e n t r y . A s i n 2 0 0 6 , r e s p o n d e n t s a r e m o r e l i k e l y t o s a y t h e y h a v e n o t u s e d a n y o t h e r O C T A s e r v i c e . I t i s a l s o i n t e r e s t i n g t o n o t e t h a t a f e w r e s p o n d e n t s p e r c e i v e F a s T r a k a n d t h e 7 3 F r e e w a y a s b e i n g O C T A s e r v i c e s . T h e s i g n i f i c a n t d r o p i n m e n t i o n s o f u s i n g O C T A b u s s e r v i c e m a y b e a r e s u l t o f a c h a n g e i n t h e s a m p l i n g f r a m e w i t h t h e a d d i t i o n o f T C A a c c o u n t h o l d e r s i n 2 0 0 7 . U s a g e o f O t h e r O C T A S e r v i c e s M e t r o L i n k r a i l s e r v i c e ( 2 0 0 6 ) M e t r o L i n k r a i l s e r v i c e w e e k d a y ( 2 0 0 7 ) M e t r o L i n k r a i l s e r v i c e w e e k e n d ( 2 0 0 7 ) O C T A b u s s e r v i c e F a s T r a k 7 3 F r e e w a y O C T A ' s O C E x p r e s s S e r v i c e N o n e 8 5 % � I W R G r o u p , I n c . P a g e 5 9 91 Express Lanes Customer Satisfaction Survey Q35. Are you aware of any plans to extend the 91 Express Lanes to the 1-15 in Riverside County? Q36. If so, how supportive are you of this extension? Respondents were asked about awareness of extension plans for the 91 Express Lanes. As presented below, approximately one-fourth of all respondents indicate awareness of these extension plans. OCTA account holders are more likely to respond positively than are TCA account holders. Those who are aware of the extension plans were asked about their level of support. Eight out of 10 respondents who are aware of the extension plans indicate support for this plan. There are no differences in response based on transponder account. Aware of 91 Express Lanes Extension Plans 76% Total n Yes ■ No 74% OCTA Support of 91 Express Lanes Extension Plans Not sure, 3%—\ Not at all, 2% Not very, 6% Neutral, 8% Very, 35% Extremely, 45% TCA 83% © IWR Group, Inc. Page 60 " " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 3 7 . O n e d e s i g n p r o p o s a l f o r t h e R i v e r s i d e C o u n t y S R - 9 1 t o l l r o a d e x t e n s i o n w o u l d a l l o w d r i v e r s t o e x i t a n d e n t e r a t t h e c o u n t y l i n e i n a d d i t i o n t o e n t e r i n g a t t h e b e g i n n i n g a n d e x i t i n g a t t h e e n d o f t h e e x p r e s s l a n e s . B a s e d o n t h i s , d r i v i n g w e s t b o u n d , w o u l d y o u u s e t h e 9 1 E x p r e s s L a n e s . . . ? Q 3 8 . D r i v i n g e a s t b o u n d , w o u l d y o u u s e t h e 9 1 E x p r e s s L a n e s . . . ? W h e n a s k e d h o w t h i s e x t e n s i o n w i l l i m p a c t r e s p o n d e n t s ' d r i v i n g p a t t e r n s , m o s t r e s p o n d e n t s s a y t h e y w i l l u s e t h e e x t e n d e d 9 1 E x p r e s s L a n e s i n b o t h O r a n g e a n d R i v e r s i d e c o u n t i e s . R e s p o n s e s a r e n e a r l y i d e n t i c a l , r e g a r d l e s s o f t r a n s p o n d e r a c c o u n t s t a t u s . E x p e c t e d U s a g e o f E x t e n d e d 9 1 E x p r e s s L a n e s I n b o t h O r a n g e a n d R i v e r s i d e C o u n t i e s I n O r a n g e C o u n t y o n l y N o t s u r e W o u l d n o t u s e a t a l l I n R i v e r s i d e C o u n t y o n l y 5 % 6 % 5 % 6 % 0 E a s t B o u n d W e s t B o u n d � I W R G r o u p , I n c . P a g e 6 1 91 Express Lanes Customer Satisfaction Survey Q39. As l read several items associated with the 91 Express Lanes, please tell me how aware you are of each. Please use a scale of 1 to 5 where 5 means you are extremely aware of this item and 1 means you are not at all aware of this item: Respondents were read a series of features and asked how aware they are of each. As the following graph illustrates, most respondents are aware of how to contact customer service. It is interesting to note that respondents are more aware of their monthly spending on the 91 Express Lanes than toll charges during rush hours, non -rush hours, or weekends. Awareness of 91 Express Lanes Features Extremely How to contact customer service My monthly spending on 91 Express Lanes 91 express lanes. com Lower toll charges before/after rush hours Violation policy Balance on 91 Express Lanes account Toll charges during non- rush hours Toll charges during weekends Customer service center hours of operation ® 4 ® 3 ® 2 M Not at all aware © IWR Group, Inc. Page 62 " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y W h e n e x a m i n i n g t h e m e a n s c o r e s f o r a w a r e n e s s b a s e d o n t r a n s p o n d e r a c c o u n t , O C T A t r a n s p o n d e r a c c o u n t h o l d e r s a r e m o r e a w a r e o f e a c h i t e m a s s o c i a t e d w i t h t h e 9 1 E x p r e s s L a n e s t h a n a r e T C A a c c o u n t h o l d e r s . A w a r e n e s s o f 9 1 E x p r e s s L a n e s F e a t u r e s b y T r a n s p o n d e r A c c o u n t 5 . 0 4 . 5 4 . 0 3 . 5 3 . 0 2 . 5 2 . 0 1 . 5 1 . 0 0 . 5 T o t a l f& O C T A T C A 0 . 0 H o w t o c o n t a c t c u s t o m e r s e r v i c e 9 1 e v r e s s l a n e s . c o m V i o l a t i o n p o l i c y T o l l c h a r g e s d u r i n g n o n - r u s h h o u r s C u s t o m e r s e r v i c e c e n t e r h o u r s o f o p e r a t i o n � I W R G r o u p , I n c . P a g e 6 3 91 Express Lanes Customer Satisfaction Survey Q40. Within the next 12 months, do you plan to add another transponder to your existing account? Q41. Why is that? ASKED ONLY OF THOSE WITH PLANS TO ADD ANOTHER TRANSPONDER The majority of respondents say they do not have plans to add another transponder. TCA account holders are somewhat more likely to answer positively than are OCTA account holders. Those indicating plans to add another transponder were asked why. The majority indicates it is because they have plans to add another car or another adult family member needs a transponder. Intent to Add Another Transponder to the Account 92% Total 93% OCTA Reasons for Adding Another Transponder to the Account Another car � Another adult member of the family Ateen driver Other 6% Another employee 4% 14% 31% 45% TCA 87% • © IWR Group, Inc. Page 64 " 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y s p o n d e n t C h a r a c t e r i s t i c s A s t h e f o l l o w i n g t a b l e i l l u s t r a t e s , 9 1 E x p r e s s L a n e s c u s t o m e r s ' a v e r a g e a g e i s i n t h e i r l a t e f o r t i e s , s l i g h t l y y o u n g e r t h a n i n 2 0 0 6 . T h i s a g e h a s r e m a i n e d s o m e w h a t c o n s i s t e n t o v e r t i m e , w i t h r e s p o n d e n t s ' a v e r a g e a g e s i n t h e i r m i d - 4 0 s t o m i d - 5 0 s . R e s u l t s a l s o i n d i c a t e t h a t a m o n g 9 1 E x p r e s s L a n e s c u s t o m e r s , a n n u a l h o u s e h o l d i n c o m e a n d f u l l - t i m e e m p l o y m e n t i n c r e a s e d i n 2 0 0 7 . E t h n i c i t y r e s u l t s i n d i c a t e t h a t 9 1 E x p r e s s L a n e s c u s t o m e r s a r e m o r e l i k e l y t o b e C a u c a s i a n , a n d t h e r e m a y b e a n i n c r e a s e i n H i s p a n i c c u s t o m e r s b a s e d o n p r e v i o u s y e a r s ' r e s u l t s . G r a p h s f o l l o w . R e s p o n d e n t s ' C h a r a c t e r i s t i c s 2 0 0 4 2 0 0 5 2 0 0 6 2 0 0 7 A v e r a g e a g e 3 0 4 5 5 4 4 8 P e r c e n t m a l e 5 0 % 5 5 � A � 5 2 % 6 2 � A . P e r c e n t f e m a l e 5 0 % 4 5 % 4 8 � A ) 3 8 % A v e r a g e a n n u a l h o u s e h o l d i n c o m e $ 7 1 , 0 0 0 $ 7 7 , 3 2 5 $ 7 8 , 0 0 0 $ 9 5 , 2 0 0 P e r c e n t w i t h s o m e c o l l e g e e d u c a t i o n 7 8 % 8 6 % 8 2 % 8 1 % P e r c e n t e m p l o y e d f u l l t i m e 5 0 % 5 2 % 4 3 % 5 8 % E t h n i c i t y - - - C a u c a s i a n 6 9 % 7 8 � A � 7 3 % 7 0 % - - - H i s p a n i c 1 2 % 9 % 7 % 1 3 % - - - A f r i c a n A m e r i c a n 5 � A ) 2 % 5 % 4 % - - - A s i a n 6 % � I W R G r o u p , I n c . P a g e 6 5 91 Express Lanes Customer Satisfaction Survey Q42. Please stop me when I reach your age. 13% 1% 26% 14% 15% 18% 7% 1%. 2% 18 to 24 25 to 34 35 to 44 45 to 48 49 to 54 55 to 64 65 to 70 71 to 74 Q43. Are you currently... 58% 19% 12% Employed full Self employed Retired time 5% 4% 2% 75 and older 2% Refused 1% Employed part Homemaker Unemployed Refused time • © IWR Group, Inc. Page 66 " A 9 1 E x p r e s s L a n e s C u s t o m e r S a t i s f a c t i o n S u r v e y Q 4 4 . P l e a s e s t o p m e w h e n l r e a c h y o u r h i g h e s t l e v e l o f e d u c a t i o n . 3 0 % 3 1 % 1 6 % ; F l 1 6 % G r a d e s c h o o l H i g h s c h o o l S o m e c o l l e g e C o l l e g e g r a d u a t e S o m e g r a d u a t e s c h o o l G r a d u a t e s c h o o l R e f u s e d Q 4 5 . S t o p m e w h e n 1 r e a c h t h e r a n g e o f y o u r a n n u a l h o u s e h o l d i n c o m e b e f o r e t a x e s . 2 0 % 7 % 2 % 6 % 1 2 % 1 6 % 1 6 % 5 % O 0 0 0 0 0 0 0 0 t e A 0 5 C O � ����0 a O o , o A p o 0 0 j ^ r y b ��1 b O 6 9 ^ , ` b c s ^ 0 0 0 " " ) o i c ` ` ��e ��J 0 t i �� o o S I 6 9 G 9 . 5 9 � I W R G r o u p , I n c . P a g e 6 7 " " o "