1. Strategic Plan FY 2019 – FY 2023 Update
Hej hej, jag heter
I am very happy to have the opportunity to provide a presentation on Access’ Strategic Plan.

2. Strategic Plan Purpose
Projects from FY 2019 to FY 2023
Transparency and Focus
Monthly meetings to CAC, TPAC, Annual Meeting, Subcommittees October - March
To review briefly, the Strategic Plan is a document intended to lay out goals for the agency over the next five years.
Many are multi-year projects and have the potential to transform the agency and the customer experience for the better.
A crucial element of this Plan is to establish an agency Focus and to do so publicly, with input from partners, customers, and other interested stakeholders.
Access staff have been giving presentations to the CAC, TPAC, Annual Meeting and now a CAC Subcommittee at least once a month since October.

3. Strategic Plan Elements
Challenges
Current Initiatives
Future Projects for
This Strategic Plan is broken into three main parts:
Challenges facing the agency over the next five years
Current Initiatives – Projects that Access is pursuing and expects to have fully implemented before FY 2019.
Lastly, the bulk of the Plan is dedicated to Proposed projects for the agency for the next five years

4. Strategic Plan Focus Areas
Safety
Customer Service and Customer Education
Cost Containment and Streamlined Processes
Coordination and Partnership
The future projects of Access Services are grouped into four categories, in which the proposed projects address at least one of these four topics:
Safety
Customer Service or Customer Education Improvements
Cost Containment and Streamlined Processes
Improved Coordination and Partnerships

5. Subcommittee Recommendations
Challenges - How Addressed by Projects
Projects –List Projects at Start of Section
Responsible Departments – For Each Project
Review Coordinated Plan for Consistency
Timelines and Performance Goals
In early January a TPAC Subcommittee provided several very good suggestions as to how to improve the Plan’s narrative and impact.
The recommendations fell into TWO TYPES : (1) READABILITY and (2) OVERSIGHT
First in READABILITY
Challenges –The subcommittee wished for it to be clearer as to how Proposed Projects combat challenges
Listing the projects – Lay out the individual projects at the beginning of each section.
Second in OVERSIGHT
Which departments will be responsible for the completion of each project.
Review the Coordinated Plan – to see consistency in the goals
LAST
The last element on this list is establishing Timelines and Performance Goals. When will these projects be completed? This is a crucial element of any Strategic Plan. Access will be working with its Board to have a Board Retreat. During this retreat, the Board will help establish priority projects for the agency.
AT THIS POINT, IF YOU WOULD LIKE I COULD REVIEW THE INDIVIDUAL PROJECTS OR WE COULD BEGIN DISCUSSING SOME OF THE ELEMENTS THAT YOU LIKE OR DISLIKE OF THE PLAN AT THIS POINT.

6. Safety Increase Field Supervision Increase Vehicle Audits
Cyber Security safeguards
Redundant IT systems
The safety of our riders is a paramount concern. To this end staff plans to increase field supervision. The goal is top respond more quickly to incidents and emergencies.
Increase Vehicle Audits – with increased ridership come an increase in number of vehicles required to deliver service. The plan is to set a percentage goal of vehicles to be audited on an annual basis
Cyber-Security – the integrity of our customer’s personal records is equally important. Staff will work with IT security experts to ensure there are sufficient safeguards to reduce security breach. Mention Bill’s presentation on Cyber Security
IT redundancy – continue efforts to ensure continuity of operations in the event of a natural disaster.

7. Customer Service On-line Trip-Booking and Application
Improve Communication & Education
Proposed Branding and Signage
As you know, staff will be rolling WMR app and text ETAs.
Next up to Ability to book trips through the Web or an app. Right not customers can request an Eligibility Application on-line. The plan is to eventually give customers the option to fill out their application on-line
Staff will be revising the website. Make it more user-friendly. During the process staff will incorporate instructional videos. One of the first videos will be how to use WMR app
Staff will be working with Focus Groups to review proposed logos and other branding. And in addition staff will expand installation of Stand Signs throughout the County.

8. Cost Control and Funding
Facility Ownership
Research Centralized Reservations
Measures to Reduce No-Show Trips
Facility Ownership – One of the COR recommendations addressed Access’ lack of control over facilities. The COR noted that if Access owned or had control over the lease of operator facilities, there is a possibility of increase competition.
Another longer term goal from the COR is for Access to investigate the possibility of centralized reservations.
Measure M – with dedicated Measure M funding allows…Grants and Medi-Cal

9. Coordination and Partnerships
Member agency collaboration
Expand relationship with Social Service Agencies
Explore TNC partnerships
In the area of coordination and partnerships…
Continue to work with our member agencies to promote other mobility options with our customers. Often times there are resources on the local level that may be more appropriate for our customers.
Continue to work with social service agencies and hospitals to reduce missed appointments
Where feasible, Access will explore partnerships with TNCs to expand mobility options.

10. Next Steps First meeting of CAC Subcommittee – March
Board Retreat – March (tentative)
Final Plan Approval – mid-2018
Begin Annual Update to Strategic Plan – mid-2018
This slide spells out the next steps in the development of this Strategic Plan.
This, I suspect is the first CAC Subcommittee meeting. Access is intending to have a Board Retreat to discuss the Strategic Plan – but I do not expect this to be the LAST word on the Plan - and incorporate the Board’s priorities as well as any further recommendations by the Board.
I would expect the Final approval of the Strategic Plan will happen by the middle of this year and once that is completed, Access will be start work on updating the Strategic Plan.