STAFF RE PO RT - AC Transit Clipper 2.pdfSRI 7-265 Attachment I Agenda Item 4a Bay Area Metro Center...

Report No:Meeting Date

SR 17-265

October 25, 2017

Alameda-Contra Costa Transit District

STAFF RE PO RTTO:

FROM:

SUBJECT

AC Transit Board of Directors

Michael A. Hursh, General Manager

Clipper Next Generation (C2) Status Update

BRIEFING ITEM

RECOMMENDED ACTION(S)

Consider receiving a semi-annualstatus update on the next generation of Clipper(C2)

BACKGROUND/RATIONALE

Since the last status update on the Clipper C2 project in April 2017, significant progress hasmade in the C2 System Integrator solicitation process. Metropolitan Transportation

Commission (MTC) released the C2 System Integrator Request for Proposals (RFP) on itswebsite on September 13, 20].7. The issuance of a 626-page RFP document is a majormilestone, AC Transit technical staff contributes significantly in the system specificationdevelopment and technicalarchitecture review of the next generation system.

Attachment I shows the MTC Memorandum dated September 13, 2017 on Next-GenerationClippers (C2) System Integrator Request for Proposal (RFP) to the Clipper Executive Board(CEB). All prospective vendors must go through MTC based on the RFP. Prospective proposers

are instructed not to contact any MTC, transit operator commissioner, board member, andexecutive staff during the evaluation process. The restriction is interpreted broadly to ensurethat MTC and transit operators avoid the perception of unfair influence during the procurementnrnrpc<

Attachment 2 shows a Power Point presentation on the Clipper C2 solicitation activities and theassociated timelines.

Attachment 3 is an MTC September 2017 Monthly Clipper Program Management Report

As of late last year, it became apparent that the C2 system would likely not be fullyimp[emented before the C[contract expires in November 20].9. According]y, based on the CEBdirection, MTC has negotiated a contract amendment with Cubic Corp, which they wouldcontinue the current Clipper system operation for a minimum of two years plus three optionalyears

The next major task for the System Integrator RFP proposal review team is to carefully assessindustry responses to the RFP and score them accordingly. AC Transit Staff heavily involves inthe RFP development process and provides the technical and operational expertise to theselection team. Based on the MTC estimated project procurement timelines; the final vendorselection completes by the end of 2018 and notice to proceed approval by the Commission isestimate to occur in March 2019.

1 of 29

Report No. 17-265 of 2

BUDGETARY/FISCAL IMPACT:

There is no budgetary or fiscalimpact associated with this report

ADVANTAGES/DISADVANTAGES:

This report is being prepared to inform the Board of Directors about the Clipper C2 planningand procurement process and to serve as the basis for discussion

ALTERNATIVES ANALYSIS:

None. The District, along with other regional transit agencies, is committed to the Clippertransit fare payment card.

PRIOR RELEVANT BOARD ACTION/POLICIES:

Staff Report 17-111-- Clipper Next Generation(C2) Status Update

ATTACHMENTS

1. Next Generation Clipper (C2) System Integrator Request for Proposal Release2. Next Generation Clipper(C2) Power Point presentation3. Monthly Clipper Program Management Report of September 2017 by MTC

Approved by: Ahsan Baig, Chief Information Officer

Prepared by: Ahsan Bang, Chief Information Officer

2 of 29

SRI 7-265 Attachment IAgenda Item 4aBay Area Metro Center

375 Beale StreetSan Francisco. CA 941 05

TEL 41 5.778.6700

WEB www.mtc.ca.govCLIPPER

TO

FR:

Clippers Executive Board DATE: September 13, 2017

Carol Kuester

Next-Generation Clioper® (C2) System Integrator Request for Proposal (RFP) Release

This memorandum is to inform Board members that the C2 System Integrator RFP was released onSeptember 1 3, 20 17 on the M.!.f.niglZ$!!g, and notifications of issuance were sent to vendorsregistered with MTC. Release of this 626 page document represents a milestone that is theculmination of a collaborative effort by the region. Clippers staff would like to express gratitude toBoard members and transit agency staff who have dedicated time and resources to reaching thispoint in the C2 process.

Site Visits and Pre-Proposal Conference

Proposer visits at selected operator sites will take place from October 1 8 to 20 and are being plannedby MTC and transit operator staff. These sites will include the BART Test Lab, Caltrain SanFrancisco Station, a VTA light rail station, Embarcadero Station, the San Francisco Ferry Building,and bus yards at SFMTA, AC Transit, and VTA. A Proposers' conference is scheduled after the sitevisits on October 20th at the Bay Area Metro Center at 375 Beale Street.

Communication with Prospective Vendors

During this RFP process, all contact with prospective vendors must be through one MTC point ofcontact. Prospective proposers will be instructed not to contact or lobby any MTC or transit operatorcommissioner, board member, executive, or staff regarding the RFP or the subject matter of the RIFPduring the evaluation process. This restriction is interpreted broadly to ensure that MTC and transitoperators avoid even the perception of unfair influence during the bidding process. Theconsequences to a proposer of attempting to influence the procurement are severe, resulting in thedisqualification of the proposer from participating in the RFP. Please direct any questions aboutcommunication with vendors to Denise Rodrigues at !!ff}(Iriaues(a bavareametro.gov .

We will continue to provide the Clipper® Executive Board with updates on key developments in thisprocurement process.

arol Kuester

J:\COMMITTE\Clipper Executive Board\CEB2017\09.CEB.Sept 2017\4aC2 RFP Release.v4.docx

3 of 29

SR 17-265 Attachment 2

CLIPPER. Clipper 2 UpdateAC Transit Board MeetingOctober 25, 20 ] 7

l

We want a singlefare payment

system!

CLIPPER

l

4 of 29


I millionUnique Cards Used

47%Ma rket Sha re

780,000Average Weekday Ridership

$50 millionMonthly Transit

Operator Revenue

97% of customersare satisfied 3

"'h:~".

2

5 of 29


BUY YOUR CLIPPER CARD HERE!Use on most Bay Area public transit.

Fast convenient and pnloaded.

3

6 of 29


b H aHH to Bu +n Isdn b: b' +8 pi$Bct l+n bo.banishIndustry Review RFP for Clippers Regional Fae Payment System ('C21 System INegratar

s=:"u lg$-=DnaHn Ttelle9udul 7nl9patB411CofTln++l $tTq.n Odin dPe !BOaatrlrB@n#l.. lu ba.H n hdbny Rpi+tFOrg!n Bean qx Piopou HH b ' N liu GtryFZH aope4 C'QI Regd+ Mrs{ Fae PBlt11011 cleo'n IrleDH piqHl=

n fait vn peraoplrenega ra:enallrl ' 61nnfalSy RlrngU'

What's inn

Help us decideTAKE THE NEW SURVEY!

futureofclipper.com

Extensive outreach to industry and public on C2CLIPPER

4

7 of 29


DesignPa rtner

pdernize

iyments

MobileConne

CLIPPER

)sponsible for what? MTCContractingVendor managementAccountingCustomer education

Transit AgenciesFare policynspection and enforcementDevice maintenance

System IntegratorFare collection/processingOperationsSecurityDistributionCustomer serviceAccount managementSupport other vendors

CLIPPER.

5

8 of 29


Procurement Timeline

\

Jan 201 8LSept 2017 HProposalRFP DeadlineReleased

\

Best and P'

Final Offer

Mar 201 9CommissionApprovesAward

Notice toProceed

9 of 29

September 201 7

I able ot contents

Projects and Progress

System Performance

System ImplementationValue Distribution

Customer Education

financial Information

Contractor Performance

l

3

8

11

14

15

17SRI 7-265 Attachment 3

SR 17-265Attachment 3

10 of 29

Clippers Update October 1 1, 201 7

Projects and Progress happy to support the launch in a variety of ways,including 34 outreach events in 10 days where wegave away 2,125 adult Clipper cards, distributed441 senior cards and provided assistance to morethan 6,000 SMART customers. We havecontinued to coordinate on customer service

issues and are also supporting connecting busagencies, who are experiencing an increaseddemand for senior cards. We've also directed

Cubic to develop some new reports to helpSMART better monitor and manage Clipper farecollection on the new service.

A Message from Carol KuesterDirector, MTC Electronic PaymentsOne big piece of news was release of the requestfor proposals (RFP) for the Clipper NextGeneration System Integrator in mid September.The deadline for proposals is in mid-January, sowe wil! have our work cut out for us to conduct allMe tasks related to selection of a contractor. If

you or anyone at your agency receives questionsabout the RFP, please refer them to MTCContracts Officer Denise Rodriguez [email protected].

In the meantime, we continue to seek feedback

from customers and stakeholders. We began adual survey of C]ipper customers as we]] as transitriders who choose not to use Clipper; the formeris a biennial survey to monitor how we're doing,and the latter is to glean better understanding ofthe barriers to Clipper use. We anticipate both ofthese surveys wiH inform current operations asweU as C2 development plans. We aresupplementing these survey's with stakeholderinterviews in the 6lelds of accessibility and socialservices as weU as employers who utilize varioustransit beneHlt programs.

We are keeping other expansion programsmoving, including the BART extension stations,the SFMTA Central Subway, AC Transit's BusRapid Transit (BR'l) service and the TransbayTerminal Transit Center. We also are glad to seeanother long-awaited project driver consoleintegration for AC Transit -- near completion, withinstallation complete and sofnvare scheduled fordep[oyment in early 201 8. This work wi]] benefitother transit agencies that want similar integrationwhen funding is available.

Speaking of integration, we are thrilled that BARTstarted to retrofit at least one ticket machine in

every station to dispense adult Clipper cards, so allBART riders wiU now have easier access to

Clipper. They plan to complete this integrationproject by late November. Combining in-stationcard access with the 50-cent per-ride surcharge onpaper tickets going into effect January 1, weexpect to welcome many more BART riders to theranks of Clipper customers. We're coordinatingclosely with BART staff on a number of outreachevents to ensure that the card fee is not a barrier

to adopting Clipper, while at the same timeexpanding our program for community-basedprograms serving low income individuals.

You might notice that transaction volumesincreased significandy in August (see Table I).While we at:tribute part of this increase to the endof summer and return to regu]ar travel patterns,we also have various institutional programsincluding college-based passes like the new GatorPass -- to thank for this resurgence in Clipper use.

If you have any other questions, please contactyour Clipper liaison here at MTC. You can alsoreach me at 41 5.778.5253 or

ckuester(@bayareamtro.gov.

BE READY TORIDE SMART!We can help you get an adult or $eQiu' Clipper card Bild add value.

SONORA COUNTY NRPORT STAND Sat\Kday. Sept 2

SANA ROSA NORTH STATION

Sami Rosa DowawH STATION Sep r2ROHHERT PARK STITIOh SunaaK Seplembn 3

CQTATI NATION September 3

DOWNTOWN gAnOH Septemba ' 3

STHIONATO 9 a

ON STAnch

CIRC CEnER SmnOI Sep r2N R#AEL STATIDH 9Septefv6er 2

In other news, August saw the culmination ofmany expansion and enhancement pro)ects, notleast of which was the launch of SMART's fare

service with half-price fares. After Labor Day,SMART fares increased to fuU price. We were

l

SRI 7-265 Attachment 311 of 29

October 1 1 , 201 7

Table 1: Summary of System Usage

Transaction Volume

AverageWeekday BI H 783,66011 741,395Ridership '

fee-Generating ll 22,030,10711 20,228,348Transactions'

UniqueCardsUsed ll 1,004,613i 945,849

ActiveCardAccounts ll 2,003,71011 1,954,365

Settled Transit IH $49,921,703 ll $46,194,479Operator Revenue

Autoload Activity

Percent of RegisteredCards with Autoload

Call Volume

Customer Service

Representative (CSRICalls

CS Calls per UniqueCard Used

Website Traffic

Unique Visitors --Standard

Unique Visitors --Mobile

Website Visits --Standard

Website Visits - Mobile

Website Visits perUnique Card Used

Notes on System Usage:Transaction volumes increased, xx'high is typical of the August-September dme frame, likely boosted by the number ofinstitutional pass programs at colleges and universities (such as the new Gator Pass). August was the first month withmore than I million unique cards used and more than 2 million active card accounts.

I Includes average daily number of boardings, including transfers but excluding some Caltrain monthly pass trips(Caltrain only requires monthly passcustomers to tag their cards once at the beginning of each month)2 Includes single-tag fare payments, BART and Caltrain exits, Golden Gate Transit entries, add-value transactions, opt-out purse refunds and pass use,including institutional passes. Docs not include transfers or transactions where fee value is SO(e.g., issuance of free cards, zero value tags in dual-tagsl'stems, etc.).

l0.4%28,262 28,737 1.7% 25.611

l

2

5.7% EI 794,451

8.9% ll 22,307,704

s.29 ll 950,453

2.5s ll i,825,293

8.1a%a ll $48,740,858

.1.4%

.1.2%

5.7%

%

2.4%

30% 30% 31%

0.03 0.03 0.03

150,8S2

89,101

218,028

152,558

0.37

33,3S0

76,374

189,717

128,507

0.34

t3.lsll 166,065

16.79 ll 80,622

14.9% ll 237,967

18.7%ll 135,140

0.39

.9.2%

l0.5%

.8.4%


October 1 1 , 201 7

System Performance

Figure 1 : Transactions3

25,ooo,ooo

z3,ooo,ooo

21/000/000zo-milliontransactionbenchmark

z9.ooo.ooo

i7.ooo,ooo

z5,ooo,oooAua-aK Nov-zK Feb-z6 May-z6 Aug-z6 Nov-a6 Feb-a7 May-a7 Aug-a7

Figure 2: Number of Active Cards4 in Circulation per Month

= Unregistered Cards= Registered Cards

Reg. Active Cards as a % ofTotaIActive Cards

2/5oo,ooo 100%

a>

<0a

.QE3Z

2.000,00075% g

aJ

aJa£aJ

aJa.

z,5oo,ooo5o%

25%

I,ooo,ooo

5oo,ooo

0 In:n:n:n.n:n:n:n:n:nlB:n.n;n:n:rtx:n:xtxtxtxtrtxfxJ 0%Aug-z5 Dec-a5 Apr-i6 Aug-z6 Dec-z6 Apr-a7 Aug-a7

Month Ending

3 ''Clipper Total" is fare-paJ'ment and add-value transactions that count toward the 20 million-transaction contract benchmark. Sudden fluctuationsmay be attributable to the number of days in a given month.4 Active cards are those that have been used at least once within the last 12 months.

3


October 1 1 , 201 7

Table 2: Monthly Market Penetration Rates

Clipper Market Penetration Rate

AC Transit

BARTs

Caitrain7

Golden Gate Ferry

Golden Gate Transit

Muni

SamTrans

San Francisco Bay FerryVTA

Napa Solano Groupe

City Coach

FAST

SoITrans

VINE

East Bay Groupe

County Connection

Tri Delta Transit

WestCAT

Wheels

Sonoma/IOI GroupPetaluma Transit

Santa Rosa CityBus

Sonoma Co. Transit

Union City Transit

1,950,264

6,504,643

953,998

249,036

199,824

8,548,560

374,710

144,190

1,410,974

42.3%

6S.9%

63.2%

88.S%

44.3%

42.3%

30.6%

44.7%

43.1%

42.3%

67.4%

56.4%

90.9%

48.5%

44.6%

37.6%

51.8%

43.8%

4S.0%

67.0%

55.7%

92.1%

49.2%

43.6%

38.7%

54.4%

44.8%

41 285

282

205

016

782

404

844

266

469

825

121

923

452

746

799

13

l

19

18

2

21

19

16

34

16

3

3

3

2

19

3%

2%

1%

4%

5%

5%

7%

9%

8%

9%

2%

7%

5%

7%

3%

12

l

19

16

3

21

18

17

34

17

3

3

3

3

19

9%

o%

3%

6%

1%

3%

9%

5%

o%

o%

2%

4%

2%

3%

7%

12

0

17

16

2

20

18

17

35

14

3

2

3

3

0

1%

8%

9%

4%

9%

7%

8%

7%

1%

8%

2%

7%

2%

5%

o%

16

22

2

154

58

34

39

21

10

6

2

4

Figure 3: Unique Cards Usedt

1,100,000

I,ooo,ooo

9oo,ooo

8oo,ooo

7oo,ooo

6oo,ooo

5oo,oooAug

z,oo4,q

t5 Nov-z5 Feb-z6 May-a6 Aug-x6 Nov-a6 Feb-a7 May-a7 Aug-z7

5 MTC uses the National Transit Database(NTD) to calculate most market penetration rates. NTD typically has a npo month delay before ridershipdata are available.

6 Calculation of BART montHy market penetration is calculated using monthly ' BART total exits by ticket q'pe, which is equivalent to number oflinked trips per month.7 Calculation of Caltrain market penetration assumes that monthly pass holders board Caltrain 1 .75 times a dal ' per weekday. Caltrain sold 1 5,105calendar passes during the July 2017 pass vending window8 Total for this operator group includes fare payment not allocated to a specific operator.9 Unique Clipper cards used in a speciGlc month

4

SRI 7-265 Attachment 3

14 of 29

Cli p©F® Update October 1 1, 201 7

Figure 4: Average Weekday Ridership S FMTA, BART, AC Transit and VTA

e''aL®0mLaQ.Q.

SFMTA BART ACTransit ''aN4oo,ooo

3oo,ooo

\J 200.000a'0Laa :'','.'

0b

gb

88

b

£b

/b

/ #F

£# g /

d#8 f

Week Ending

Figure 5: Average Weekday Ridership SamTrans, CaltrainloGolden Gate Bus/Ferry and San Francisco Bay Ferry

SamTrans Caltrain

--Golden Gate Transit --Golden Gate Ferry

£E0maQ.Q.

a

a>

<

20,000ncisco Ba

z5,ooo

lO,ooo

5,ooo

0b

gb

8# / /

/

b

/ £F

£# g J8 £

8 fWeek Ending

ride of the month to load their passes10 Spikes in Caltrain boardings at the beginning of the month are due to Caltrain monthly pass holders' only needing to tag on and off during their first

5


October 1 1 2017

Figure 6: Average Weekday Ridership FAST, VINE, SoITrans, City Coach

FAST 'VINE SoITra ns City Coach

1, 200

C

E0m

aQ.Q.

®a&

9oo

6oo

3oo

0b

?b

d#

b

£b

/b

/ £F

}g f #d g

8 fWeek Ending

Figure 7: Average Weekday Ridership East Bay and Union City Transit

County Connection lta Tra nsit WestCAT

Wheels --U don CityTransit

C

E0m

aQ.Q.

a

a>

<

3,ooo

2.5oo

2.000

z, 5oo

I,ooo

5oo

0

Fb8

# F b

/b

/ £f

g# F #d #

8 fWeek Ending

6


C October 2017

figure Average Weekday Ridership - Sonoma/1 01 :orridor

PetalumaTra nsit 'Santa Rose CityBus 'Sonoma CountyTra nsit

e4oo

E0m

35o

300

a)

Q.

z5o

200

aJ

ga)2 100

Week Ending


October 1 1 , 201 7

System Implementation

Table 3: Expansion and Enhancement Highlights

Description/Completion Date Status

SMART Implementation of Clipper on Cubic is creating a set of new ridership reports for SMARTSonoma-Marin Area RaiITransit that willbe deployed this month. Acceptance testing for(SMART)(Completed) the SMART system is underway and should be complete

by the end of the calendar year.

VTA Card Reader and Driver Console Installation of Clipper card readers and driver consoles onReplacement(2017) the existing \nA bus fleet is complete. Availability testing

Ticket Machine Retrofit(2018) is also complete. The next step is decommissioning theold wireless communications equipment at three VTA busmaintenance facilities. Cubic willinstallthe same Clipperequipment on 22 new VTA buses scheduled for deliverylater this yea r.MTC issued a new change notice to Cubic to furnish thecontractor retrofitting VTA ticket machines with 175 cardreader devices to vend Clipper cards.

BART Extension stations(phases) andhandheld card reader (HCR)replacement (2017)

Coordination for new AT&T T-l connections and theinstallation of HCR4 devices by Cubic at the next fourBART expansion stations is progressing in parallelwithMTC's overallupgrade of the Clipper communicationsnetwork. BART plans to begin service to two stations onits eBART line and to extend the Warm Springs/Fremontline south to two additionalstations in 2018.

Cubic has replaced about half of BART's older HCR3devices with new HCR4 devices for use by BART stationagents. Cubic willcomplete remaining installations thisfa I Ia

Regional Network Modernization

(Ongoing)AT&T is replacing older frame relay circuits with T-llinesat 121sites owned by the seven largest Clipper operatorsEach site has five phases:(1) site preparation,(2) AT&Tupgrades,(3) Cubic upgrades,(4) cutover from the old tonew circuits, and(5) decommissioning of the old circuits.AC Transit, Golden Gate Transit, VTA and SFMTA arecomplete. Cubic has completed work at llCaltrain sites.Most site preparation and AT&T work is complete for fiveSamTrans sites and 22 BART sites.


October 1 1 , 201 7

Description/Completion Date Status

SFMTA Implementation of Clipper onthe Central Subway (2019)

Redeployment of ticketmachines to new TransbayTransit Center (March 2018)

Cubic and MTC attended a progress meeting with the

CentralSubway implementation team and toured theconstruction progress at the first of three stations on thenew MuniMetro line. Cubic willbegin furnishing materialfor SFMTA contractors to complete site work for Clipperequipment. The CentralSubway is slated to open to thepublic in late 2019.

SFMTA issued a purchase order to Cubic to relocate fourunderutilized ticket machines from Muni Metro stations

to the new Transbay Transit Center when it opens nextspring. The city is completing work to enable Cubic toinstallequipment next spring.

MTC and Cubic provided materialto AC Transit's BRTcontractor in advance of site preparations for Clipper cardreader installation. MTC willissue a notice to proceed toCubic next May to commence work on the installation ofthe Clipper devices, which willsupport the plannedopening of the BRT line in 2019.

Driver console integration installation is complete. Cubicwilldeploy software early in 2018.

Cubic willdecommission four AVMs at the TemporaryTransbay Terminalafter operations are shifted to thepermanent terminalnext spring

AC Transit Implementation of Clipper onnew Bus Rapid Transit (BRT)service (2018-19)

Driver Console Integration(early 2018)

Decommissioning Add ValueMachines (AVMs) fromTemporary Transbay Termina(2018)

Golden Gate Business rules simplificationTransit (July 2018)

Golden Gate Transit is adjusting transfer rules to coincidewith its next major fare change in 2018. MTC willroute achange order pending execution of a funding agreement.

In-PersonCustomerService

Centers

In-person customer servicecenter enhancements

(complete)

MTC is routing a contract change order to complete theFaneuilin-person customer service center at The Hub @375 Beale and the Embarcadero BART/Munistation.Faneuil, which operates these two centers, can now issuereplacement cards at The Hub.


Cljppere Update October 1 1 , 201 7

Table 4: Software Release HighlightsDescription

Completed e

e

Fare/policy changes: Caltrain, SMART and Sonoma County Transit fare changes, disableCaltrain 8-ride sales; Sonoma County Transit route fare credit; East Bay youth agechangeOther: BART ticket machine test configuration data, display of Gator Pass and BARThigher education products on Golden Gate Ferry and SFMTA ticket machines, SMARTwebsite deployment for fullfare, elimination of Park with Clipper, Golden Gate Ferrylimited-use ticket balance inquiry, device availability update, SFMTA upload/downloadmanagement

October e

eFare/policy changes: Caltrain fare changesOther: Changes to SMART microsite, enhancements to ticket office terminals, updateto retailmap on Clipper website

November 8 Fare/policy changes: Caltrain fare changes, disable use of Caltrain 8-ridee Other: AC Transit route changes

January > Other: AC Transit route changes, deployment of driver console integration software

TBD e Fare/policy changes: BART, SFMTA and VTA fare and product changes; VTA newtransfers

e Other: BART higher education product display and cash balance on Add Fare machines;migration of Clipper Direct to JavaServer Faces(JSF), Clipper globalcalendar extension

Note: Schedule is as of September 28, 201 7; completed deployment as of October 4. Fare changes mayappear multiple times if Cubic needs to issue multiple software releases to implement a specific change. Forexample, Cubic may need to post a notice about a change, make the change to pricing for Clipper Direct onemonth later and then make the change in aU other sales channels one month after that. Each change is notedseparately.

10


Value Distribution

October 1 1, 201 7

Figure 8: Clipper Sales by Channel

-'e"-Autoload and Remote Add Value '-'e'-Ticket Machin

"'e"- Reta ilers -'e''Ticket OfficesS3o,ooo,ooo

S25,ooo,ooo

$20,000,000

$l5,ooo,ooo

$10,000,000

$5,ooo,ooo

$o

Aug-z5 Nov-a5 Feb-z6 May-z6 Aug-z6 Nov-a6 Feb-a7 May-a7 Aug-z7

Figure 9: Cash and Product Sales per Month

H Prod uct Sales H Cash Value

$ 23ia87i56

'a $4o£0

g $3'aD

? $:'0n

$10

$oAug-a5 Dec-i5 Apr-z6 Aug-z6 Dec-z6 Apr-a7 Aug-a7

11


October 1 1, 201 7

Table 5: Adult Pass Sales

%

Changefrom July

2017

%

Changefrom

August2016

# passesloaded

throughAutoload

% passesloaded

throughAutoload

August2017

July2017

August2016

Monthly Pass Sales

Caltrain Monthly

SamTrans Local Monthly

SamTrans Local/SF Monthly

SFMTA Muni Only MonthlySFMTA Muni "A" Fast

Monthly

VTA Standard Monthly

VTA Express MonthlySubtotal

15,129

2,512183

49,845

19,955

14,478

2,549

184

49,295

19,961

4.5%

.1.5%

.0.5%

1.1%

o.o%

14,884

2,675

219

52,473

24,788

1.6%

.6.1%

.16.4%

.5.0%

.19.5%

3,361178

13

9,518

4,020

22.2%

7.1%

7.1%

19.1%

20.2%

Other Pass Sales

5,579196

93,399

5,526185

92,178

t.o%ll 6,449

s.9%ll 222

1.3% FI lo1,710

.13.5%

.11.7%

.8.2%

275

21

17,386

4.9%

l0.7%

18.6%

].OI Corridor/Sonoma

Petaluma Transit 31-day

Santa Rosa CltyBus 31-day

Sonoma County Transit 31day

AC Transit Local 31-day

AC Transit Transbay 31-day

3,047

1,159

36,004

70,592

2,892

1,143

31,519

61,000

5.4%

1.4%

14.2%

IS.7%

3,417

1,236

36,400

70,218

.l0.8%

.6.2%

.1.1%

o.s%

397

343

33,765

61,922

13.0%

29.6%

93.8%

87.7%

7,003

268

6,841

273

2.4%

.1.8%

7,620

284

.8.1%

.5.6%

.3.2%

.5.6%

.11.6%

2,558

67

33

4

29

l196

36.5%

25.0%

BART HVD 45/48

BART HVD 60/64

Caltrain 8-Ride

East Bay Transit Group

East Bay Regional AdultLocal 31-day

East Bay Regional AdultExpress 31-day

Tri Delta Adult 31-day

WestCAT Adult 31-day

Wheels Adult 31-day

Napa Solano Group

FAST 31-day

VINE 31-day

SoITrans 31-day

City Coach 31-day

Union City Transit 31-daySubtotal

TOTAL

149

17

99

3

567

151

17

101

4

442

-1.3%

o.o%

-2.0%

.25.0%

28.3%

154

18

112

0

387

22.2%

23.5%

29.3%

33.3%

34.6%46.5%

14411 llill 29.7%lj i31EI 9.99EI 51 35.4%

24

80

281

38

25

3

17

5

11

075

047

5

68

234

24

26

413

9

5

319

892

380

17

20

58

-3

.25

30

.44

120

8

5

o%

6%

1%

3%

8%

o%

8%

4%

o%

o%

4%

12

79

165

0

15

0

7

8

0

287

417

100.0%

1.3%

70.3%

5

36

91

13

8

0

7

l0

116,642397

20

45

32

34

61

041

20

0

55

13

8%

o%

4%

2%

2%

o%

2%

o%

o%

o%

o%

66.7%

142.9%

-37.5%

212

3

196

2

221

3

.4.2%

.l0.8%

12


October 1 1, 201 7

Figure 10: Order Value and Unique Patrons by Employer Program per Month= Clipper Direct muter Check Direct

= Other Third Party nique Patrons

$8,ooo,ooo 1 1 8o,ooo

$7/ooo,ooo

$6.ooo,ooo

7o,ooo

6o,oooa3

>a

''a

0

$5,ooo,ooo 5o,ooo

4o,ooo

3o,ooo

20,000

£0

Q.aJ3

eD

$4,ooo,ooo

S3,ooo,ooo

S2.000,000

$l,ooo,ooo lO,ooo

$ol

D<

d>

0Z aJ

l

E<>

0Z

h

E

0H

D<

Month

Table 6: Clipper Retail Sales, August 201 7

ii

Cash Sales

Pass Sales

Total SalesCards Sold

Includes $90,939 in card sales fees

$3,968,562

$3,715,072$7,774,574

30,313

7%

.11%

.3%

3%

Table 7: Clipper Retail Locations and Sales by County, August 201 7

Alameda

Contra CostaMarin

NapaSan FranciscoSan MateoSanta ClaraSolano

SonomaTotalTotal sales numbers

60

34

14

3

97

$1,003

$71

$7

$4,714

$650

$886

$41

$7,774

in August.

335742

189

961

428

514

068

580

756

574

$16$7

$5

$2

$48

$20

$18

$n$3

$25

722875

085

654

602

329

460

511

480

324

32

48

7

12

307

totaling $90,939include card sales fees,

13


October 1 1, 201 7

Customer Education

C2 Public Engagement: We are continuing analysis of the opt-in input survey while at the same timeconducting stakeholder research. We began administration of our cash customer survey and Clipper customersurvey in late September; interviews wiH continue through early November. Thanks to aU the transit operatorsfor their help conducting the surveys on their properties.

Other activities include:

e Coordinating with BART on their fare change communications campaign,e Improving opt-in options for registered Clipper cardholders,e Exploring website improvements;

e Developing a transit agency-accessible archive of past campaigns, and

e Testing campaign strategies for 6isca] year 2017-1 8.

See Table 8 for a schedule of activities

Table 8: Customer Education Activities, August 201 7-January 2018August September October November December January

e

=aJ>

'u

<

SMART iau nch SMART lau nch

Developmentof FY 20].7-18

campaign

a)

=

0

SMARToutreach

C2 survey

a nalysis

Sta keholderinterviews

Prepare C2reportCa

Ea

C

=

a.

Conduct cash

customer and

Clippercustomer

surveys

Pla nning forcash customer

and Clippercustomer

surveys

0e

E0U

=

}0a.

BART fa re

cha nge/ca rddispensing

Fare policychanges

Website

improvements

14


24 of 29

October 1 1, 201 7

Financial Information

Figure 11: Revenue by Operator, August 201 7

,:,.7*.*57j'84.9 :ll-?'s"; l;.:.il:,,,,..':',:9' H SFMTA (Muni)

H BART

sgz6,335 l-:''. \~*~>\ I ..::.::::===.=i.....-- $6, a75 H Caltrain

S2,056,355 ---.:.l:n ll' .. E BACTransit

S2,544.284 .ii4f bL'i!® H b H Golden Gate Ferry[-] VTA

Golden Gate Tra nsit

SamTrans

$a6.z7o,725 H SF Bay Ferry

H Napa Solano

H East Bay

H SFMTA Parking

n Sonoma/zoz

H U don City

$ao,887,ao7

Table 9: Revenue by Operator Per Month, Previous Six Months

l$25,960,216 $23,741,909i $25,320,368 $25,021,185; $23,210,664

$10,664,574 $10,331,625 $10,299,964 $10,701,098@ $10,778,385

$4,248,5891: $4,23s,s6si $4,458,499 $4,144,057: $4,455,222

sz,449,4021 $2,184,348 $2,307,742W $2,226,950 $2,226,950

sl,so1,226E $1,518,9741 $1,610,910 st,884,28ql $2,029,888

H Lelilq I(eldBART

SFMTA (Munn

Caltrain

AC Transit

Golden Gate

ferryVTA

Golden Gate:Tra nsitSamTrans

SF Bay Ferry

Napa Solano

East Bay Group

Sonoma/IOI

SFMTA Parking

Union CityTotal MonthlyRevenue

$26,170,725

$10,887,107

$4,304,705

$2,544,284

$2,056,355

$928,613

$1,034,327

$921,192

$890,627

$965,243

$982,570

$830,518

$963,011

$922,813

$922,993

$916,335

$1,078,857

$517,224

$817,091

$151,886

$238,241

$4,738

$7,061

$o

$48,523,188

$507,363

$745,537

$129,649

$205,763

$9,079

$10,363

$3,406$45,435,398

$511,729

$848,623

$143,764

$235,475

$10,235

$12,750

$5,152$47,713,022

$430,246

$881,935

$139,115

$205,144

$9,448

$13,725

$S,079

$47,45S,800

$441,608

$843,951

$138,769

$193,964

$8,403

$11,185

$4,791$46,189,586

$484,930

$944,436

$159,003

$243,750

$10,290

$10,261

$6,175$49,817,214

15


October 1 1, 201 7

Table 10: Bank Account Balances, Previous 12 Months

September 2016

October 2016

November 2016

December 2016

$52

$53

$53

$53

$54

$56

$57

$58

$58

$58

$60

$61

643,941

500,860

824,318

652,332

$784

$1,002

$1,229

$1,317

$1,565

$397

$615

$832

252

669

620

392

January 2017

February 2017

March 2017

April 2017

May 2017

June 2017

July 2017

August 2017

768,751;

958,432

889,590

20S,062

407,332

698,828

453,019

388,981

819

644

289

156

158

895

996

022

Table 1 1 : Refunds by Operator

Agency

101 Corridor Group

AC Tra nsit

BART

Caltrain

East Bay Group

Golden Gate Ferry

Golden Gate Transit

Napa/Solano Group

SamTrans

San Francisco Bay Ferry

SFMTA

SMART

Sonoma County Transit

\nA

Total

l69

130

025

3

11

126

2

11

37

644

29

4

19

111

$1,071

$5,271

$11,913

$61

$551

$3

$285

$252

$13,211

$7

$33,301

l

2

11 The reason for drops in the Float Account is delayed payment from retailers, particularly ' W/algreens, at the cnd of the month.12 Drops in the PCF balance are due to operator distributions concurrent with their recurring bad debt adjustment


26 of 29

Clippers Uodate October 1 1 , 201 7

Clipper Contractor Perf ormance

Table 11: Cubic Cardholder Support Perf ormance. August 1-31, 201 7

13 IVR: Interactive voice response, also referred to as the Clipper automated phone system14 ACD: Automated CaU Distributor, the sl'stem that routes calls to customer service representatives

17


l

2

3

27 of 29

Cliooere Uodate October 1 1 , 201 7

Table 12: Cubic Device and System Perf ormance. June August 201 7

The above key performance measures were developed to monitor and evaluate the performance of variousdevices and overall sl'stem functions. For example, accuracy performance is measured by the percentage of allcard transactions received and processed by the central system by type of device. The objective is to measurethe ability of the system to transmit all field transactions to the central system. For de6lnitions of satisfactory(green), marginal (yellow) and unsatisfactory (red) performance levels for all of the categories above, seehttp://mtcmedia.s3.amazonaws.com/fines/Device.andSystem rformance.Level.Rating.Scale.pdf.

15 Contract-based performance levels are basedreported after the 1" increase the accuracy rate.16 ibis KPI was missed due to a fault(corrupt ti

hours of the problem being reported.

these figures, which are based on data :oorted as of the ]" of the month. Additional transactions

=tion batch) in the online server on ogle day. End-of-day successfuU}' completed within 12

18


Monthly KPls

Accuracy Performance

CIDs Accuracy By Transaction CountlS

AVMs Accuracy By Transaction Count

TOTS Accuracy By Transaction Count

Device Reliability

CIDIA Reliability

CIDIB Reliability

CID2A Reliability

AVM Reliability

HCR3 Reliability

28 of 29

A4ETRO P OLITAN

TRANS PO RTATI O N

C OA{MISS ION.IVI T

Bay Area Metro Center375 Beale Street. Suite 800San Francisco, CA 941 05

Clippers Program Management ReportPublished monthly

Executive Director:Steve Heminger

Deputy Executive Directors:Alix Bockelman, PolicyAndrew Fremier; Operations

Director, Electronic Payments:Carol Kuester

Clippers Project Principals:Lynn ValdiviaJason Weinstein

Managing Editor: Lysa Hale

Data Editor: hopi Purohit

Cover Design and Layout: MTC Graphics SRI 7-265 Attachment 329 of 29

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