Agenda 06/25/2024 Item #11B (Collier Area Transit (CAT) Connect Paratransit Service Report)06/25/2024
EXECUTIVE SUMMARY
Recommendation to accept the Collier Area Transit (CAT) Connect Paratransit Service Report.
______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
OBJECTIVE: To provide a report to the Board of County Commissioners (the “Board”), regarding the CAT
Connect paratransit system.
CONSIDERATIONS: At the June 11, 2024, Board meeting, during public comment on consent agenda items,
several citizens expressed concerns about their experiences using the CAT Connect paratransit services. The Board
directed staff to provide a report at the June 25, 2024.
The attached presentation provides information in response to the public comment received at the June 11, 2024,
Board meeting concerning routing and actual travel time. In a three -month review of services provided to the
Lighthouse of Collier, a total of 849 trips were provided. Below is a breakdown of average travel times:
Drop Off (trip to destination) - 327 Trips Provided Pick-Up (return trip) - 522 Trips Provided
Trip
Distance
Max Allowable
Travel Time
Actual Average
Travel Time
Trip
Distance
Max Allowable
Travel Time
Actual Average
Travel Time
0-9 Miles 60 min 23 min 0-9 Miles 60 min 28 min
9-18 Miles 75 min 42 min 9-18 Miles 75 min 52 min
18+ Miles 120 min 78 min 18+ Miles 120 min 87 min
On two occasions within the review period, the travel time exceeded the maximum allowable by more than 30
minutes (50 minutes and 77 minutes). In both instances, this was a result of the paratransit vehicle being in traffic
due to an accident.
The Public Transit & Neighborhood Enhancement team is currently working on the following opportunities for
improvement to the passenger experience and to reduce the travel times:
1. Continued coordination with Software provider
2. Contracted Operator to fill driver vacancies (currently 11 paratransit operator vacancies)
3. Continued coordination with local agencies to address their concerns.
This item is consistent with the Collier County strategic plan objective to design and maintain an effective
transportation system to reduce traffic congestion and improve the mobility of our residents and visitors.
FISCAL IMPACT: There is no fiscal impact associated with this Executive Summary.
LEGAL CONSIDERATIONS: This item has been reviewed by the County Attorney, raises no legal issues at this
time and requires majority vote for acceptance. -JAK
GROWTH MANAGEMENT IMPACT: This item is consistent with the Transportation Element of the Growth
Management Plan.
RECOMMENDATION: To accept the CAT Connect Paratransit Service Report.
Prepared By: Brian Wells, Division Director, Public Transit and Neighborhood Enhancement
ATTACHMENT(S)
1. Paratransit Service 2024 (PDF)
11.B
Packet Pg. 104
06/25/2024
COLLIER COUNTY
Board of County Commissioners
Item Number: 11.B
Doc ID: 29119
Item Summary: Recommendation to accept the Collier Area Transit (CAT) Connect Paratransit Service Report.
(Trinity Scott, Transportation Management Department Head)
Meeting Date: 06/25/2024
Prepared by:
Title: Department Head – Transportation Management Services Department
Name: Trinity Scott
06/11/2024 10:34 AM
Submitted by:
Title: Department Head – Transportation Management Services Department
Name: Trinity Scott
06/11/2024 10:34 AM
Approved By:
Review:
Transportation Management Operations Support Zornitsa Stankova TMSD Reviewer Completed
06/17/2024 4:52 PM
Public Transit & Neighborhood Enhancement Omar Deleon TMSD Reviewer Completed
06/17/2024 5:15 PM
Public Transit & Neighborhood Enhancement Brian Wells TMSD Reviewer Completed
06/17/2024 5:16 PM
Transportation Management Services Department Jeanne Marcella Transportation Management Services
Department Completed 06/18/2024 7:13 AM
Road Maintenance Ellen Sheffey TMSD Reviewer Completed 06/18/2024 9:05 AM
Transportation Management Services Department Trinity Scott Transportation Completed
06/18/2024 9:13 AM
Office of Management and Budget Debra Windsor Level 3 OMB Gatekeeper Review Completed 06/18/2024 9:16 AM
County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 06/18/2024 9:21 AM
Office of Management and Budget Agnieszka Chudy OMB Reviewer Completed 06/18/2024 3:19 PM
County Manager's Office Amy Patterson Level 4 County Manager Review Completed 06/19/2024 11:15 AM
Board of County Commissioners Geoffrey Willig Meeting Pending 06/25/2024 9:00 AM
11.B
Packet Pg. 105
PARATRANSIT RIDERSHIP/BUDGET UPDATE
11.B.a
Packet Pg. 106 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
CATconnect?
Provides door-to-door shared ride
public transportation service.
For individuals with permanent or
temporarily disabilities who cannot
access the fixed route bus system
11.B.a
Packet Pg. 107 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Paratransit Service -Programs
Transportation
Disadvantaged (TD)
Trips origin or destination
must reside outside the ADA
corridor but within Collier
County.
Have a physical or mental
disability, or income status;
that prevents passenger
from transporting themself
Or a child who is
handicapped, high-risk, or
at-risk.
ADA
¾ of a Mile for a Fixed
Route Service
Unable to Utilize CAT
Fixed Route
Have a recognized
disability verified by a
medical professional
11.B.a
Packet Pg. 108 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Recent Ridership change
35.8 % Increase
2020 2021 2022 2023 2024 YTD (May)
Paratransit Ridership 80434 73874 80130 108836 87765
0
20000
40000
60000
80000
100000
120000
Paratransit Ridership
Paratransit Ridership
11.B.a
Packet Pg. 109 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Pick Up and Drop
Off Windows
Passengers are not given a set pick-up time.
Instead, they are told to be ready for their
ride to arrive from between one to two hours
before their appointment time. This window
is dependent on the service area of the pick-
up and drop-off points. Travel times are
determined by the length of the trip.
9 miles or less is approximately 60-
minute travel time
9-18 miles is approximately 75-minute
travel time
18 miles or longer is approximately 120-
minute travel time
11.B.a
Packet Pg. 110 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
FY24 - YTD Travel Times
Trip Distance Max Travel Time Actual Avg
Travel Time
0-9 Miles 60 min 22 min
9-18 Miles 75 min 42 min
18+ Miles 120 min 81 min
11.B.a
Packet Pg. 111 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Peer Analysis
Measure Collier Peer Average % Difference
Total Passenger
Trips
109,044 73,446 32.6%
Total Vehicles 47 51 -7.4%
Total Vehicle
Miles
1,101,252 623,828 43.4%
Total Revenue
Miles
909,514 567,428 37.6%
Vehicle Miles Per
Trip
10.10 8.54 15.5%
Cost Per
Paratransit Trip
$54.24 $44.77 17.5%
Cost Per Total
Mile
$5.73 $5.18 9.7%
Measure Collier Peer Average %
Difference
Total County
Population
375,752 306,784 18.4%
Land Area
(sq. mile)
1,998.8 752.9 62.3%
Population
Density
(pop/sq. mile)
100.0 415.0 -315.0%
•Collier County has 7 percent fewer
vehicles than its peer systems but
significantly higher passenger trips then
average of the peer group
•Collier County is one of the largest
counties in Florida.
•Collier County travels more miles per
trip than similar public transportation
systems.
•As a result, the cost per trip and total
mileage costs are higher in Collier
County compared to similar systems.
11.B.a
Packet Pg. 112 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Recent Accomplishments
Phone Systems – based on passenger feedback, enhanced monitoring
initiatives were implemented on phone system to improve experience.
Customer Service Phone Lines
Fiscal Year January February March April May
Avg Queue Time (Hold Time)
2023 0:01:31 0:02:06 0:01:50 0:02:08 0:01:53
2024 0:00:50 0:00:36 0:00:34 0:00:43 0:00:35
Improvement 45%71%69%66%69%
Abandoned Percent (Calls Not Answered)
2023 19%25%22%25%23%
2024 7%7%5%10%7%
Improvement 63%73%76%61%69%
Dispatch Phone Lines
Fiscal Year January February March April May
Avg Queue Time (Hold Time)
2023 0:01:49 0:01:47 0:02:50 0:03:37 0:03:31
2024 0:01:01 0:00:54 0:00:56 0:00:55 0:00:59
Improvement 44%50%67%75%72%
Abandoned Percent (Calls Not Answered)
2023 28%26%38%48%52%
2024 16%13%14%17%16%
Improvement 43%49%63%64%69%
11.B.a
Packet Pg. 113 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Recent Accomplishments
Travel Trainings – CAT provides periodic training opportunities on the use of the fixed route service and the paratransit services with local agencies comprised of different demographics. The training is an opportunity to encourage the use of Fixed Route Services.
Ecolane (paratransit software) coordination – we have held meetings recently to address current issues impacting the productivity of the service.
Modifications have been made to parameters within the system to address issues arising at the start of the day. The changes have improved route pull out and first pick ups.
Accessible Bus Stops, as fixed route improves ADA accessibility the dependence of paratransit services can be decreased.
11.B.a
Packet Pg. 114 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Opportunities for Improvements
Continued Coordination with Software provider to evaluate routing
performance.
Merging of Fixed Route and Paratransit Dispatch to increase
operational efficiency
Hiring 11 Operators to cover current vacancies
Continued Coordination with local agencies to address
transportation concerns
11.B.a
Packet Pg. 115 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Other Transportation Options
Neighbors/friends/family
Private vendors: Naples Taxi; Uber; Lyft
Non-Profit Volunteer Driver Program
VA Center for Development & Civic Engagement, in
concert with the Disabled American Veterans, manages
the Volunteer Transportation Network, established to
provide transportation to Veterans who may have no
other means of access to care.
Van service offered by Agency:
Agency can be established a Coordinated Agreement
which will provide them access to 5310 Grant funds to
purchase a vehicle.
11.B.a
Packet Pg. 116 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Lighthouse of Collier
2 Occasions where a passenger exceeded the travel time threshold by
more than 30min (50min and 77min.)
Both were a result of the vehicle being stuck in traffic due to an accident.
Transportation Performance (March – MAY)
Trip
Distance
Max Travel
Time
Actual Avg
Travel Time
0-9 Miles 60 min 23 min
9-18 Miles 75 min 42 min
18+ Miles 120 min 78 min
Trip
Distance
Max Travel
Time
Actual Avg
Travel Time
0-9 Miles 60 min 28 min
9-18 Miles 75 min 52 min
18+ Miles 120 min 87 min
Drop Off (trip to destination)
Total Trips – 327
On-Time Performance 88%
Pick-Up (return trip)
Total Trips – 522
On-Time Performance 78%
11.B.a
Packet Pg. 117 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)
Thank you!
11.B.a
Packet Pg. 118 Attachment: Paratransit Service 2024 (29119 : Paratransit Report)