Potential Changes to Access’ Key Performance Indicators TPAC Meeting September 14, 2017 Potential Changes to Access’ Key Performance Indicators

Key Performance Indicators (KPIs) Measure the effectiveness and efficiency of the service Analyze how Access stacks up against past performance Review how Access stacks up against the industry Monitor how each contractor is doing versus standards in the contract

Existing KPIs On-time performance – target = 91% or better Late 4s (excessively late trips) – target = 0.10% or less Average initial hold time (reservations) – target = 120 seconds or less Calls on hold over five minutes (reservations) – target = 5% or less

Semi-official KPIs Trip Denials – target = 1% or less Complaint rate – target = 4 per 1,000 trips or less Preventable collision rate – target = 0.5 per 100,000 miles or less

Recommended KPIs (NEW) Calls on hold over five minutes – ETA calls Missed trips Excessive travel time Preventable incident rate Miles between roadcalls Implementing a standard for ETA calls had the biggest positive reaction by the CAC Missed trips include circumstances where the: Vehicle doesn’t arrive Vehicle arrives outside of on-time window; rider isn’t present or cancels trip Vehicle fails to dwell 5 minutes and leaves Excessive travel time is calculated by putting all completed trips into Metro’s trip planner and the trip time is compared to the time it would have taken on the fixed-route network. If the trip actually took more than 20 minutes longer than fixed-route, it is considered excessive The preventable incident rate looks at all non-collision incidents, such as falls boarding or alighting the vehicle Miles between roadcalls is an industry standard for measuring the effectiveness of the agency’s vehicle maintenance program

KEY PERFORMANCE INDICATOR ACTUAL PERFORMANCE AUGUST 2017 KPI Summary   KEY PERFORMANCE INDICATOR CURRENT STANDARD ACTUAL PERFORMANCE AUGUST 2017 PROPOSED STANDARD On-time performance 91.0% 91.4% Late 4 trips (excessively late trips) 0.10% 0.05% Missed trips NA 0.68% 0.75% Complaint rate (per 1,000 trips) 4.0 4.6 Calls on hold > 5 minutes – reservations 5.0% 4.5% Calls on hold > 5 minutes – ETAs 33.2% 10.0% Average initial hold time – reservations – in seconds 120 99 Excessive travel time 3.9%  Denials - reservations 1.00%  0.25% 0.00% Miles between roadcalls* 32,062 25,000 Preventable collision/incident rate (per 100,000 miles) 0.92 0.75 *Miles between roadcalls data is for July 2017

Impact to Contractors Three KPIs and corresponding liquidated damages (LDs) are included in the current contracts: OTP, Late 4s and Preventable Collision Rate New West/Central contract includes nine KPIs If approved, remaining KPIs will be added to contracts over next few years LDs calculated quarterly and based on contractor’s performance versus standard

Next Steps Board of Directors in September 2017 Include in board box, internal reports, and regular updates at CAC and TPAC meetings Add requirements & associated liquidated damages to contracts as they are amended or issued