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CUSTOMER ADVISORY COMMITTEE Quarterly Update May 3, 2018
CUSTOMER ADVISORY COMMITTEE
Quarterly Update
May 3, 2018
Central Florida Commuter Rail Commission Customer Advisory Committee
March 1, 2018 Page 1 of 2
Central Florida Commuter Rail Commission
Customer Advisory Committee
Date: May 3, 2018
Time: 5:00 p.m.
Location: LYNX Central Station 2nd Floor Multi-Purpose Room 455 North Garland Avenue Orlando, Florida 32801
PLEASE SILENCE CELL PHONES
I. Call to Order and Pledge of Allegiance
II. Confirmation of Quorum
III. Introductions
IV. Action Items
a. Adoption of March 1, 2018 Meeting Minutes
V. Chairman’s Report
VI. Public Comments
Comments from the public will be heard pertaining to General Information on the agendafor this meeting. People wishing to speak must complete a “Speakers Introduction Card”at the reception desk. Each speaker is limited to two minutes.
VII. Agency Update – SunRail CEO Nicola Liquori
VIII. Bus Connectivitya. LYNX – Doug Robinsonb. Votran – Heather Blanck
IX. Discussion Items
a. Requests from Commission
Central Florida Commuter Rail Commission Customer Advisory Committee
March 1, 2018 Page 2 of 2
Central Florida Commuter Rail Commission
Customer Advisory Committee
X. Committee Member Comments
XI. Next Meeting a. August 2, 2018
XII. Adjournment
Public participation is solicited without regard to race, color, national origin, age, sex, religion, disability or family status. Persons who require accommodations under the Americans with Disabilities Act or persons who require translation services (free of charge) should contact Roger Masten, FDOT/SunRail Contracts Manager 801 SunRail Dr. Sanford, FL 32771, or by phone at 321-257-7161, or by email at [email protected] at least three business days prior to the event.
Customer Advisory Committee March 1, 2018
5:00 p.m.
LYNX Central Station2nd Floor Multi-Purpose Room
Attendees: Chairman Jeffery Morris, Karla Keeney, Liz Sturgeon, Catherine Sterba, Nicola Liquori, Elliott Shepherd, Mark Calvert, Steve Olson, Regina Cargill, Heather Blanck, Doug Robinson
Minutes
Meeting called to order by CAC Chairman Jeffery Morris at 5:03 P.M.
Action Item:
• A majority of the members shall constitute a quorum. A quorum was met for this meeting.• Adoption of meeting minutes from December 14, 2017.
Agenda Item: Chairman’s Report Presenter: Jeffery Morris
• The Chair indicated that proposed amendments to Section 3.08 of the Interlocal Governance Agreement were provided to the Chair of the Technical Advisory Committee in accordance with the request from CFCRC Chairman Dallari.
Action Item:
• Election of Officers o Motion was made to elect Karla Keeney as Chair. The Motion received a second and passed
unanimously. o Motion was made to elect Liz Sturgeon as Vice Chair. The Motion received a second and passed
unanimously.
Public Comment:
• Jeff Piggren, MetroPlan Orlando Community Advisory Committee, discussed Phase 3 service to the airport as being a local priority project. He also asked if there was a Phase 2 South preliminary service schedule.
o Ms. Liquori responded that a PD&E was completed for Phase 3 to the airport. The cost of the project was estimated at approximately $250 million and would be challenging to compete as a Small Starts project. Generally, the Capital Investment Grant program is facing some challenges, and we continue to watch the national discussion on this program. The local community remains engaged in the project.
o SunRail staff continues to work on the preliminary service schedule for Phase 2 South.
Agency Update: Presenter: Nicola Liquori
• Quarterly Highlights o Phase 2 South has been renamed the “Southern Expansion” which embodies what this new service
will mean as the system is expanded into Osceola County Construction is 88% complete Rail portion of construction is complete Station construction is progressing Staff continues to work with the local community to promote safety and growing ridership Test trains have been running on the segment which is important to rail operations and
familiarizing the community with trains operating on the corridor Fare collection equipment is being installed Federal Transportation Administration staff came in January to review the progress and
were pleased o Business Development
“Connecting Communities” outreach to create new connections and grow ridership Communicating with employers: Tupperware, Hospital, Orlando International Airport,
o Connecting to OIA in partnership with LYNX’ Route 111 o Workforce benefit plans
o Corridor Enhancements Issues with the TVU connectivity has been addressed with rewiring of all stations with the
exception of Church Street. The Ticket Vending Machines (TVM) require additional attention to address maintenance issues due in part to the environment.
o Safety & Security Staff completed an evaluation of the corridor for additional safety treatments Positive Train Control will be implemented along the entire corridor and work is
underway. PTC has been federally mandated. CSX and Amtrak that use SunRail’s corridor are also required to outfit their locomotives and integrate into SunRail’s control system.
Quiet Zones will entail additional gates at crossings Noise Wall is being erected near the Sanford Operations facility Fencing is planned and being installed in certain areas based on the amount of foot traffic,
nearby schools, parking lots, etc. The project is underway and anticipate completion in May
Additional “No Trespassing” signs are being installed to promote awareness and enforcement
Meetings with law enforcement continues to introduce SunRail, discuss safety concerns, and developing relationships
o Service Disruptions Staff has met with partners, LYNX and Votran, to discuss Bus Bridge operations with new
information to provide to the customers and Ambassadors. o Call Center statistics and Mobile App Launch
The majority of calls are for general information. The launch of the mobile app is within reach and it will contain trip planner, fare and station information, and provide the ability to manage the SunCard process. The App will be first launched in limited release by announcing the release by text. This will enable feedback for short and longer-term changes that are noted. The App is not designed for the single day/paper tickets. It is designed for customers that purchase the SunCard with either stored value or utilizing the monthly pass.
o Special Services Camping World Stadium Bowl on Thursday, December 28th, was a normal service day but
SunRail did provide later service to accommodate those that attended the game January 1st is not a normal service day but the Operators offered to run for the Citrus Bowl The Pro Bowl was on Sunday, January 28th and was strongly utilized and riders were
appreciative of not having to drive and park Ridership for the Special Services and including normal service on Thursday, December
28th was 7,137 o Honorary Conductor
SunRail was contacted by a family whose son, James, is autistic. James loves trains and SunRail. He was made an Honorary Conductor for a day. James practiced for his day. He checked customers’ tickets.
o Statistics On-Time Performance for 2017 was 97%. Contractual goals with SunRail’s operator is
95% or better. Average Ridership for November, December, January was approximately 3,200.
Anticipated ridership growth associated with the Southern Expansion opening in July. Boardings by Station. DeBary and Sand Lake have some of the highest and then the City
center, LYNX and Church Street. There are opportunities with the Florida Hospital and Orlando Health Stations with some modifications to the schedule
o Text Survey The goal was to receive feedback on SunRail’s text alert service 96% rated the service excellent or good 92% rated the service useful Based on the survey’s audience, 60% said they would like information about the Southern
Expansion
94% indicated they would use a SunRail App if it was available
Agenda Item: Bus Connectivity Presenter: Doug Robinson
• LYNX o LYNX launched the PawPass App in November 2017. Currently with approximately 8,500
downloads. Sales through the App were about 1,200 passes in the months of January and February with revenue between $60,000 and $70,000
o LYNX’ Fiscal Year-to-Date (October through September) averages approximately 1,760 passenger boardings at or near a Station. This is about 1% increase over prior Fiscal Year-to-Date
Agenda Item: Bus Connectivity Presenter: Heather Blanck
• Votran o Votran’s Fiscal Year-to-Date (October through September) has an increased daily average of
approximately 25/30% over the prior yearo Votran will be working on a Mobile Payment App in the near future
Agenda Item: Discussion Items Presenter: Karla Keeney
• Request from Commission o Mayor Jacobs’ requested feed-back on the noise level.
Information was provided about the trains’ Quiet Zones where passengers can sit and work. Committee Members relayed they have difficulty hearing the conductor The Mayor suggested signage for the Quiet Zones be made clearer for passengers to know
they were available and adding additional Quiet Zones
o Commissioner Janer suggested that signage along the corridor be reviewed to ensure passengers are aware what Station they are at and to look at the amplification in the coaches for Station announcements
Motion was made and seconded to recommend the Rule Making / Public Process be considered for adopting holiday service. Motion passed unanimously.
Committee Comments:
• Members discussed the Phase 2 North. o Members asked if the support of Volusia County was lost, what is the commitment level of FDOT
and other funding partners to keep the existing DeBary Station a part of the system. Ms. Liquori provided that FDOT remains committed to the Phase 2 North project. The
federal Capital Investment Grant Program (CIG) has challenges but the Department continues to research federal funding opportunities. Discussions are on-going with Volusia County and their representatives have stated the County remains committed. There have not been discussions related to the DeBary Station. The Station is part of a federally funded project and could not be removed from the system without agreement at the federal, state and local levels.
• Members asked if there was a review of moving the TVM at the DeBary Station further south for better accesses due to the volume of riders.
o Ms. Liquori said that staff did conduct a review; however, she would have to refresh the information and bring it back to the Committee.
• Members asked if operating on holidays is being considered while the schedule is being reviewed. o Ms. Liquori provided that holiday service is not being considered as it would require a “rule
making” process. When the rule making process was initially done, the state-recognized holidays were adopted and incorporated into the Florida Administrative Code.
Next meeting is scheduled for May 3, 2018 at 5:00 p.m. at LYNX Central Station
Meeting adjourned at 6:05 P.M.
CUSTOMER ADVISORY COMMITTEE
Quarterly Update
May 3, 2018
TITLE VI
This meeting, project, or study is being conducted without regard to race, color, national origin, age, sex, religion, disability or family status. Persons wishing to express their concerns relative to FDOT compliance with Title VI may do so by contacting:
ROGER MASTEN
SunRail Contracts Manager
801 SunRail Drive
Sanford, Florida 32771
JACQUELINE PARAMORE
State Title VI Coordinator
605 Suwannee Street, Mail Station 65
Tallahassee, Florida 32399-0450
ADOPT MEETING MINUTES
March 1, 2018
CHAIRMAN’S REPORTMs. Karla Keeney
AGENCY UPDATEMs. Nicola Liquori
• Construction is progressing
• Test trains running with station stops
Please refer to schedule for normal train times
Remember to share rail safety message with others
• Train Tours will be scheduled for each new station
• Review draft schedule
• Surveyed hospital workers for optimal schedule
• Also surveying other major employers
SAFETY & SECURITY
• Full scale fire drill on 4/19 with first responders and emergency services in Southern Expansion
SAFETY & SECURITY
• New safety sign installation on signal box at Fairbanks Avenue
VISUAL ENHANCEMENTS• Refreshing station signage and paint
• Replacing TVM/TVU screens as needed
• Emergency Call Boxes now feature bilingual information
• Updating onboard signage
BUS BRIDGE
• Updated pick up locations for four stations to be more convenient for Riders
• Helpful information posted online in FAQ to be texted during bus bridges
BUSINESS DEVELOPMENT
• Working with key stakeholders to promote Train Tours
• Creating message that explains how to connect and ride from your area
• Presentations with civic and business groups
• Teams will canvas neighborhoods close to stations with helpful SunRail info
• Continuing to work with major partners for connectivity options
TRAIN ARRIVAL STATSJAN-MAR
ON-TIME
AVERAGE
%
Goal = 95%
ONBOARD STATS
AVERAGE DAILY
BY MONTH
FEB 3,553
MAR 3,754
APR 3,427
Note: Includes impacts from Hurricane Matthew in October 2016 and Hurricane Irma in September 2017.
RIDERS
0
1000
2000
3000
4000
5000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2015 2016 2017 2018
*Excludes special service.
BOARDINGS BY STATION76,020
50,059
62,036
45,634 46,780
31,937
67,731
40,192
76,625 78,003
26,002
83,378
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
Ridership July 2017 through April 2018
CALL CENTERTotal Calls 1/1/18 – 3/31/18
4,186
COMPLAINTS
TICKET VALIDATOR
CONNECTIONS
GENERAL INQUIRY
TICKET VENDING
STATION LOCATION
FARES
OTHER
SCHEDULE 29%
2%
%
1%
22%
17%
11%
9%
8%
LYNX CONNECTIVITY
Note: Hurricane Irma disrupted SunRail service Sep. 2017
-
500
1,000
1,500
2,000
2,500
O C T N O V D E C J AN F E B M AR AP R M AY J U N J U L AU G S E P
RID
ER
SHIP
MONTH
LYNX SUNRAIL CONNECTIVITYAVERAGE DAILY RIDERSHIP ALL STATIONS
BY MONTH AND FISCAL YEAR
Fiscal Year 2015 Fiscal Year 2016 Fiscal Year 2017 Fiscal Year 2018
VOTRAN CONNECTIVITY
VOTRAN FIXED-ROUTE AVERAGE DAILY BOARDINGS & ALIGHTINGS AT DEBARY STATION
Fiscal year 2018
Annual Daily AverageOct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18
Days of Operation 22 21 20 22 20 22 127
Avg Daily Ridership 96 76 79 63 62 69 74
Fiscal year 2017
Annual Daily AverageOct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
Days of Operation 21 21 22 22 20 23 20 22 22 20 23 13 249
Avg Daily Ridership 54 48 68 69 43 46 47 50 58 67 83 80 59
THANK YOU!Follow us: RideSunRail
BUSINESS DEVELOPMENT SCORECARD
ONGOING SUNRAIL SUPPORT As part of SunRail’s overall business development strategy, outreach and education efforts continued with employers and stakeholders in the Downtown Orlando core and along the SunRail service line. This includes creating and distributing four new additions of “On Track,” SunRail’s bi-monthly digital newsletter for Central Florida’s business community. All "On Track" editions are also published on Corporate.SunRail.com under the Public Documents drop down menu.
SOUTHERN EXPANSION
Materials: • Began distributing Southern Expansion informational “flip book” to key employers and stakeholders in new service areas
Events: • Worked in partnership with marketing and advertising team to help plan nine events to engage key stakeholders including five “Train Tours”
at Southern expansion stations, events with the Kissimmee-Osceola Chamber, Orlando International Airport and the Orlando Economic Partnership
• Timeline: Beginning May 2018
Presentations: • Conducted five scheduled presentations to civic and business groups in new service areas including the Kissimmee-Osceola Chamber of
Commerce Hispanic Business Council, the Downtown Kissimmee Area Council, Kissimmee Main Street and Downtown Business Association and Friends of Poinciana Villages
• Timeline: February - April
Surveys: • Currently building new surveys for target audiences of potential riders, including Downtown Orlando commuters from Southern Expansion
service area, major employers, Orlando International Airport, neighborhood associations, Florida Hospital and Orlando Health
• Timeline: April 2018
Neighborhood Outreach: • Building a team of student volunteers, creating materials and developing partnerships with neighborhood associations to distribute
information to all neighborhoods adjacent or near Southern Expansion station stops
• Timeline for distribution: June and early July 2018
Connectivity: • Continue to work with major partners to develop and promote potential connectivity options to/from Southern Expansion stations. Areas
of focus include the City of Kissimmee (1.5-mile circulator beginning in December), Tupperware (Lynx and bike share), Florida Hospital-Kissimmee and Poinciana’s Gatorade Bottling Plant
APRIL 2018
SHUTTLE FACILITATION SCORECARD
SHUTTLES AND/OR VANPOOLS RUNNING TO VARIOUS SUNRAIL STATIONS:
FROM THE SANFORD STATION:
• One Community Redevelopment Agency (CRA) funded trolley transports SunRail passengers starting at noon, Tuesday-Friday.
FROM THE MAITLAND STATION:
• Florida Hospital Maitland funding and running an employee shuttle
FROM THE ORLANDO HEALTH/AMTRAK STATION:
• Orlando Health funding and running an employee shuttle to their offices in SoDo
FROM THE SAND LAKE ROAD STATION:
• One employer-funded car shuttling employees to ABC Fine Wine & Spirits• One employee-funded vanpool for Darden employees• Two employee-funded vanpools for Lockheed Martin employees• One employee-funded vanpool for several worksites in the Southpark Center Loop office park• One employer-funded fleet vehicle for employees of Pan Am Flight Academy• One employer-funded vanpool for employees of Construction Data Company
ADDITIONAL FOLLOW-UP NEEDED FOR THE FOLLOWING PRIORITY AREAS:
• Assist the City of Lake Mary in the promotion of their Vanpool Grant Program
APRIL 2018
2017-18 MEDIA KIT: AVAILABLE NOWThe 2017-18 Media Kit is being distributed through the ad sales team and is available upon request by emailing Caroline Gardner at [email protected] or online http://corporate.sunrail.com/doing-business-with-sunrail/advertising/
ON BOARD ADVERTISING: INVENTORY SOLD OUT THROUGH 7/1/18Most inventory was sold as one-year contracts.
2017-18 Available Placements: 12Cost Per Placement: $7,600 plus production per year
ONLINE & MOBILE ADVERTISING: AVAILABLE NOWTotal Placements Available: 42Placement Fee Range: $350 - $5,000
HISPANIC ONLINE & MOBILE ADVERTISING: AVAILABLE NOW ON SUNRAIL.ESTotal Placements Available: 42Placement Fee Range: $350 - $5,000
TRAIN SCHEDULE ADVERTISING: INVENTORY SOLD OUT THROUGH 10/1/18• Inventory - 1 placement • All contracts are on a 3-month basis• Cost per placement: $300
STATION KIOSK ADVERTISING: AVAILABLE NOW AT MOST STATIONS• Southern Expansion kiosk reservations available now• Church St. Station - SOLD OUT• Partners may purchase multiple or individual stations • All contracts are on an annual basis• Cost per placement: $3,300/year
ADVERTISING REVENUE SCORECARDAPRIL 2018
SUNRAIL MARKETING SCORECARD
SOCIAL MEDIA
The SunRail Social Media Team averages approximately 150 new followers per week across Facebook, Twitter and Instagram. Summary of these followers:
12,697 Facebook followers15,413 Twitter followers3,116 Instagram followersTotal Social Media Followers – 31,226 Additionally, SunRail posts a number of Safety and “How To” videos on their Youtube channel. The video Southern Expansion Bird’s Eye View is trending now with a wonderful look at the construction progress.
SunRail Riders have the ability to receive free text messages regarding service delays by texting "SunRail" to 31996. The current texting database is 1,112 users.
NEW SUNRAIL MARKETING INITIATIVES
Southern ExpansionThe primary focus of the SunRail Marketing team is to maximize communications with south Orange and Osceola County businesses and residents as to the details and benefits of our Southern Expansion. A series of media and event initiatives are currently being executed with an emphasis for people to attend the May 19, 2018 Poinciana Station Train Tour event. A Southern Expansion Fact Sheet has be prominently placed on SunRail.com and SunRail.es for easy reference. SunRail Mobile APPSunRail is in the final stages of testing their mobile App and plans are in place for a soft launch in the coming weeks. During this soft launch, users can test the App and provide feedback through the SunRail.com website to assure the App is delivering a positive and helpful user experience.
Phase2 South Platform & Onboard Signage Make-overSunRail is in the process of updating all station and onboard signage to reflect the addition of the Southern Expansion stations.
Train ToursSunRail has confirmed the first of four community Train Tour Events. The Poinciana Station will host their SunRail Train Tour on Saturday, May 19 from 10:00 AM unitl 2:00 PM. SunRail will partner with a number of local businesses and transit partners including LYNX, ReThink, GatorLand, Tupperware and AV Homes to create an informative and family-friendly station event. Future Train Tour dates will be available at SunRail.com and SunRail.es once they are confirmed.
Service Text SurveysSunRail continues to utilize their texting partner for rider surveys that yield nearly a 20% return from our database. The service is a value-add and cuts labor hours significantly over traditional surveys.
APRIL 2018
TOD METRICS SUMMARY SCORECARD
SUMMARY OF DEVELOPMENT WITHIN AN ACTUAL 10-MINUTE WALK OF STATIONS IN PHASE 1 & PHASE 2:
PROJECTS COMPLETED SINCE 2010 Number of Projects: 29Construction Value: $991 millionBuilding Square Footage: 3,536,268 GSFResidential Units: 1,836Permanent Employment (jobs): 1,905Construction Employment (jobs): 2,967
PROJECTS CURRENTLY UNDER CONSTRUCTION Number of Projects: 12Construction Value: $774,292 millionBuilding Square Footage: 1,475,122 GSFResidential Units: 1,633Permanent Employment (jobs): 1,860Construction Employment (jobs): 1,874
PROJECTS IN PIPELINE (ANNOUNCED OR UNDER REVIEW)Number of Projects: 31Construction Value: $1,116 million Building Square Footage: 12,754,035 GSFResidential Units: 5,929Permanent Employment (jobs): 13,069Construction Employment (jobs): 10,109
APRIL 2018
SAFETY SCORECARD
ONGOING OUTREACHSunRail safety outreach includes door-to-door outreach to residents and businesses near tracks; presentations in schools, community centers, at SunRail stations and onboard trains; direct mail; community events; coordination with law enforcement agencies and first responders; featured media buys in high visible areas; inclusion of safety messaging in business development and marketing programs; social media, training with public and school transportation groups and coordination with FRA, TSA and Operation Lifesaver.
Materials:• Finalized first responder training materials in coordination with Bombardier• Updated trespass authorization letters for two jurisdictions based on leadership change• Safety materials are now available in English and Spanish
Events & Presentations:• 4/19: Provided commercial driving safety presentation to Magic Tows in Kissimmee• 4/19: Participated in train fire drill exercise with local emergency agencies in the southern expansion• 4/14: hosted a table at the Color Run Orlando event and provided ridership and safety information• 4/9: Delivered safety materials as Nicola Liquori participated in the Orange County Public Schools Celebrity Reading Program at
Golden Bear Academy• 4/9: Provided onboard safety presentation to high school high tech students from Lake Mary to Church Street• 4/6: Delivered commercial driving safety presentation at AA Metals• 4/6: Rode with students from Deveraux and delivered safety and career presentation• 3/15: Attended Meadow Woods Town Hall meeting delivering rail safety and Southern Expansion information to the community• 3/12: Delivered safety presentation for all kindergarten students at Catalina Elementary School• 3/1: Attended Science Night at Millennia Gardens Elementary School and hosted a rail safety table
Neighborhood Outreach: • 4/21: Installed new safety sign on the signal box near the Fairbanks Avenue grade crossing in Winter Park to raise awareness for
drivers to not stop on the tracks• 4/18: Conducted door-to-door outreach informing residents of fire drill exercise taking place in coordination with local agencies• Weekly: Posted safety related messages to three social media channels reaching over 30,000 followers regarding test trains, safety
programming for summer camps, distracted driving awareness month and more
Meetings:• 4/23: Citrus Girl Scouts to discuss an opportunity for the Girl Scouts to earn a Train Safety patch through a safety presentation onboard • 4/5: Osceola County School Transportation Director, Shawn Tucker, regarding the Old Tampa Hwy and Crestridge Drive bus stop relocation• 3/28: Orange County Sheriff’s Office to discuss trespassing and safety• 3/27: Denn John Middle School Principal providing rail safety presentation to be distributed to home room classes• 3/14: Osceola County School for the Arts Vice Principal setting up school wide safety presentation on 5/16• 3/13: Osceola County School Transportation officials discussing current bus stop at Old Tampa Hwy and Crestridge Drive and the
needs for it to be moved to the near side of the tracks• 3/1: Orange County School Transportation officials reviewing how Cypress High School students who live in the Meadow Woods
community travel to and from school
APRIL 2018
UPCOMING MEETINGS
Customer Advisory (LYNX Open Space – 2nd Floor)
Thursday August 2 5:00 pm – 6:00 pm
Thursday November 1 5:00 pm – 6:00 pm
Technical Advisory (LYNX Open Space – 2nd Floor)
Thursday May 17 2:00 pm – 3:00 pm
Wednesday August 8 2:00 pm – 3:00 pm
Wednesday November 7 2:00 pm – 3:00 pm
Commission Meetings (MetroPlan Boardroom)
Thursday May 31 10:00 am – 12:00 noon
Thursday August 30 10:00 am – 12:00 noon
Thursday November 29 10:00 am – 12:00 noon
