Quality Services Subcommittee Meeting Operations Update Quality Services Subcommittee Meeting March 22, 2018

Performance Report Card Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 92.9% 91.4% Excessively Late Trips ≤ 0.10% 0.06% 0.08% Excessively Long Trips ≤ 5% 5.6% 4.6% Missed Trips ≤ 0.75% 0.71% Denials ≤ 0% 0.00% 0.30% Access to Work On Time Performance ≥ 94% 95.0% 94.3% Average Hold Time (Reservations) ≤ 120 89 80 Calls On Hold > 5 Min (Reservations) 5.2% 4.0% Calls On Hold > 5 Min (ETA) ≤ 10% 8.0% 20.1% Complaints Per 1,000 Trips ≤ 4.0 3.3 3.5 Preventable Incidents ≤ 0.25 0.11 0.20 Preventable Collisions ≤ 0.50 0.60 0.66 Miles Between Road Calls ≥ 25,000 41,324 34,841

Antelope Valley Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 93.2% 91.2% Excessively Late Trips ≤ 0.10% 0.09% 0.04% Excessively Long Trips ≤ 5% 2.4% 2.6% Missed Trips ≤ 0.75% 0.98% 0.75% Denials ≤ 0% 0.00% 0.67% Access to Work On Time Performance ≥ 94% - 100.0% Average Hold Time (Reservations) ≤ 120 74 96 Calls On Hold > 5 Min (Reservations) 1.1% 2.9% Calls On Hold > 5 Min (ETA) ≤ 10% Complaints Per 1,000 Trips ≤ 4.0 2.5 2.4 Preventable Incidents ≤ 0.25 0.00 0.08 Preventable Collisions ≤ 0.50 1.29 0.48 Miles Between Road Calls ≥ 25,000 77,424 24,073

Eastern Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 94.5% 92.2% Excessively Late Trips ≤ 0.10% 0.02% 0.07% Excessively Long Trips ≤ 5% 1.2% 1.3% Missed Trips ≤ 0.75% 0.24% 0.42% Denials ≤ 0% 0.00% 0.17% Access to Work On Time Performance ≥ 94% 97.7% 94.8% Average Hold Time (Reservations) ≤ 120 92 67 Calls On Hold > 5 Min (Reservations) 6.0% 3.2% Calls On Hold > 5 Min (ETA) ≤ 10% 6.3% 10.6% Complaints Per 1,000 Trips ≤ 4.0 2.3 2.8 Preventable Incidents ≤ 0.25 0.21 0.19 Preventable Collisions ≤ 0.50 0.93 0.74 Miles Between Road Calls ≥ 25,000 74,641 53,669

Northern Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 92.4% 92.0% Excessively Late Trips ≤ 0.10% 0.05% 0.10% Excessively Long Trips ≤ 5% 7.0% 7.2% Missed Trips ≤ 0.75% 0.48% 0.65% Denials ≤ 0% 0.00% 0.16% Access to Work On Time Performance ≥ 94% 91.7% 92.3% Average Hold Time (Reservations) ≤ 120 96 91 Calls On Hold > 5 Min (Reservations) 3.6% Calls On Hold > 5 Min (ETA) ≤ 10% 2.7% 3.8% Complaints Per 1,000 Trips ≤ 4.0 1.5 1.8 Preventable Incidents ≤ 0.25 0.17 0.25 Preventable Collisions ≤ 0.50 0.50 Miles Between Road Calls ≥ 25,000 35,521 61,685

Santa Clarita Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 95.4% 95.1% Excessively Late Trips ≤ 0.10% 0.03% 0.05% Excessively Long Trips ≤ 5% 2.9% 3.1% Missed Trips ≤ 0.75% 0.61% 0.60% Denials ≤ 0% 0.00% Access to Work On Time Performance ≥ 94% - Average Hold Time (Reservations) ≤ 120 105 60 Calls On Hold > 5 Min (Reservations) 4.6% 2.6% Calls On Hold > 5 Min (ETA) ≤ 10% Complaints Per 1,000 Trips ≤ 4.0 0.9 0.4 Preventable Incidents ≤ 0.25 0.00 1.26 Preventable Collisions ≤ 0.50 0.42 Miles Between Road Calls ≥ 25,000 30,000 59,466

Southern Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 91.6% 90.1% Excessively Late Trips ≤ 0.10% 0.12% 0.10% Excessively Long Trips ≤ 5% 10.1% 6.9% Missed Trips ≤ 0.75% 1.44% 1.01% Denials ≤ 0% 0.00% 0.49% Access to Work On Time Performance ≥ 94% 93.9% 95.2% Average Hold Time (Reservations) ≤ 120 83 92 Calls On Hold > 5 Min (Reservations) 4.3% 4.7% Calls On Hold > 5 Min (ETA) ≤ 10% 10.0% 27.1% Complaints Per 1,000 Trips ≤ 4.0 6.0 5.9 Preventable Incidents ≤ 0.25 0.08 0.21 Preventable Collisions ≤ 0.50 0.24 0.63 Miles Between Road Calls ≥ 25,000 29,476 21,947

West Central Region Key Performance Indicator Standard Feb-18 FY18 On Time Performance ≥ 91% 93.0% 91.7% Excessively Late Trips ≤ 0.10% 0.03% 0.07% Excessively Long Trips ≤ 5% 3.9% 3.6% Missed Trips ≤ 0.75% 0.37% 0.54% Denials ≤ 0% 0.00% 0.33% Access to Work On Time Performance ≥ 94% 97.4% 95.7% Average Hold Time (Reservations) ≤ 120 91 65 Calls On Hold > 5 Min (Reservations) 8.0% 4.7% Calls On Hold > 5 Min (ETA) ≤ 10% 10.0% Complaints Per 1,000 Trips ≤ 4.0 1.9 2.5 Preventable Incidents ≤ 0.25 0.00 0.09 Preventable Collisions ≤ 0.50 0.80 0.79 Miles Between Road Calls ≥ 25,000 49,907 43,693

Highlights February highlights: Real Estate Acquisition kickoff meeting Santa Clarita Community Meeting Emergency Preparedness Training at Metro Northern & Santa Clarita Transit RFP Interviews Conducted 100% Driver File Audits Abilities Expo February 23 through 25