Transportation Professionals Advisory Committee Meeting Operations Update Transportation Professionals Advisory Committee Meeting December 14, 2017

Abandoned Calls Overview A call is considered abandoned if the customer disconnects after 60 seconds or more of being on hold FY18 abandoned call rate for reservation calls is 1.8%, which equates to 25,661 calls out of 1,430,503 total

Abandoned Call Trend - Reservations

Performance Report Card Performance Indicator Standard Nov 2017 FY18 YTD Completed Trips - 282,723 1,433,743 Total Calls 279,408 1,430,503 On Time Performance > 91% 91.3% 90.6% Late 4 < 0.10% 0.09% 0.10% Average Hold Time < 120 sec 76 81 Calls On Hold Over 5 Min < 5% 3.5% 4.1% Abandoned Calls 1.7% 1.8% *Preventable Collisions Per 100,000 Miles < 0.50 0.51 0.63 *Nov 2017 data is not final

Antelope Valley Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 12,228 65,222 Total Calls 8,100 42,371 On Time Performance > 91% 90.4% 89.9% Late 4 < 0.10% 0.01% 0.02% Average Hold Time < 120 sec 105 103 Abandoned Calls 1.2% Calls On Hold Over 5 Min < 5% 3.9% 3.6%

Eastern Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 76,007 383,312 Total Calls 72,892 365,276 On Time Performance > 91% 92.1% 91.2% Late 4 < 0.10% 0.04% 0.09% Average Hold Time < 120 sec 50 64 Abandoned Calls 1.4% 1.8% Calls On Hold Over 5 Min < 5% 1.9% 4.2%

Northern Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 49,693 257,907 Total Calls 46,916 239,105 On Time Performance > 91% 91.9% 91.5% Late 4 < 0.10% 0.15% 0.13% Average Hold Time < 120 sec 94 95 Abandoned Calls 1.5% 1.6% Calls On Hold Over 5 Min < 5% 3.8% 3.9%

Santa Clarita Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 3,206 16,848 Total Calls 3,588 18,390 On Time Performance > 91% 94.5% 95.3% Late 4 < 0.10% 0.10% 0.05% Average Hold Time < 120 sec 59 53 Abandoned Calls 2.6% 1.3% Calls On Hold Over 5 Min < 5% 2.4% 2.3%

Southern Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 92,894 464,512 Total Calls 96,218 499,289 On Time Performance > 91% 90.1% 89.6% Late 4 < 0.10% 0.10% 0.11% Average Hold Time < 120 sec 101 96 Abandoned Calls 2.1% 1.9% Calls On Hold Over 5 Min < 5% 5.6% 4.2%

West Central Region Performance Indicator Standard Nov 2017 FY18 Completed Trips - 44,235 224,556 Total Calls 51,694 264,280 On Time Performance > 91% 91.3% 90.7% Late 4 < 0.10% 0.08% 0.09% Average Hold Time < 120 sec 49 63 Abandoned Calls 1.2% 1.6% Calls On Hold Over 5 Min < 5% 2.0% 4.4%

Highlights November highlights: Updated Access Operations Policies and Procedures Participated in Paratransit Rider’s Coalition Meeting Held three of six Fall community meetings Assisted Southern Region contractor to implement new safety campaign Participated in Metro’s emergency exercise Attended Santa Clarita’s Accessibility Advisory Committee

Contract Driver v. Taxi Driver Performance Transportation Professionals Advisory Committee Meeting December 14, 2017

Taxi v. Employee On Time Performance FY14 – FY18

Taxi Maintenance File Audit Transportation Professionals Advisory Committee Meeting December 14, 2017

Taxi Audit Scope / Results Purpose: First 100% file audit of subcontract vehicle maintenance files Ensure vehicle files are up to date and complete Ensure Preventive Maintenance (PMI’s) are being performed Results: No major findings or deficiencies Next Step: Review every vehicle file entering the system Conduct 10% file audit quarterly