Transportation Professionals Advisory Committee (TPAC) Operations Update Transportation Professionals Advisory Committee (TPAC) January 10, 2019

Performance Report Card *Dec-18 FY19 Vehicle Trips Completed 259,319 1,728,993 Passenger Trips Completed 337,152 2,243,107 Reservation Calls Answered 250,820 1,578,944 ETA Calls Answered 46,685 298,864 WMR ETAs Provided 180,502 795,885 *not yet final

Performance Report Card Key Performance Indicator Standard Dec-18 FY19 On Time Performance ≥ 91% 92.3% 92.4% Excessively Late Trips ≤ 0.10% 0.07% 0.06% Excessively Long Trips ≤ 5% 4.4% 4.6% Missed Trips ≤ 0.75% 0.58% 0.63% Denials ≤ 0 4 Access to Work On Time Performance ≥ 94% 95.5% 95.4% Average Hold Time (Reservations) ≤ 120 75 86 Calls On Hold > 5 Min (Reservations) 3.0% 5.0% Calls On Hold > 5 Min (ETA) ≤ 10% 4.1% 7.4% Complaints Per 1,000 Trips ≤ 4.0 3.3 3.9 Preventable Incident Rate ≤ 0.25 * 0.25 Preventable Collision Rate ≤ 0.50 0.84 Miles Between Road Calls ≥ 25,000 40,208 *data not yet available

Antelope Valley Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  91.8% 92.1% Excessively Late Trips ≤ 0.10% 0.14% 0.06% Excessively Long Trips ≤ 5% 2.3% 2.0% Missed Trips ≤ 0.75% 0.86% 0.88% Denials ≤ 0 1 Access to Work On Time Performance ≥ 92% 93.8% 97.4% Average Hold Time (Reservations) ≤ 120 109 87 Calls On Hold > 5 Min (Reservations) 4.9% 3.7% Calls On Hold > 5 Min (ETA) ≤ 10% 3.6% Complaints Per 1,000 Trips ≤ 4.0 2.0 2.2 Preventable Incident Rate ≤ 0.25 * 0.12 Preventable Collision Rate ≤ 0.50 0.70 Miles Between Road Calls ≥ 25,000 31,866 *data not yet available

Antelope Valley Region – Corrective Actions December 1. Excessively Late Trips: There was an internet disruption (12/2/18) and a power outage (12/10/18) that affected operations FY19 2. Denials: Contractor coached the CSR that caused the denial 3. Missed Trips: Discussed areas of improvement with Contractor Will incorporate KPI in the next contract 4. Preventable Collision Rate: Performance Letter and Liquidated Damages under review for 2nd Quarter

Eastern Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  92.5% 92.9% Excessively Late Trips ≤ 0.10% 0.03% Excessively Long Trips ≤ 5% 1.1% Missed Trips ≤ 0.75% 0.34% 0.28% Denials ≤ 0 1 Access to Work On Time Performance ≥ 95% 94.3% 95.3% Average Hold Time (Reservations) ≤ 120 52 79 Calls On Hold > 5 Min (Reservations) 2.5% 6.6% Calls On Hold > 5 Min (ETA) ≤ 10% 2.3% 4.3% Complaints Per 1,000 Trips ≤ 4.0 3.2 3.0 Preventable Incident Rate ≤ 0.25 * 0.26 Preventable Collision Rate ≤ 0.50 0.98 Miles Between Road Calls ≥ 25,000 79,893 *data not yet available

Eastern Region – Corrective Actions FY 19 1. Denials: Contractor coached the CSR that caused the denial 2. Calls on Hold > 5 minutes – Reservations: Unionization efforts of the Call Center affected performance through October 2018; performance has stabilized since 3. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 1st Quarter Contractor submitted Action plan to address performance

Northern Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  92.5% 91.7% Excessively Late Trips ≤ 0.10% 0.08% Excessively Long Trips ≤ 5% 5.1% 5.8% Missed Trips ≤ 0.75% 0.37% 0.36% Denials ≤ 0 Access to Work On Time Performance ≥ 94% 96.5% 95.2% Average Hold Time (Reservations) ≤ 120 96 99 Calls On Hold > 5 Min (Reservations) 3.1% 2.8% Calls On Hold > 5 Min (ETA) ≤ 10% 3.4% 3.8% Complaints Per 1,000 Trips ≤ 4.0 2.1 2.2 Preventable Incident Rate ≤ 0.25 * 0.15 Preventable Collision Rate ≤ 0.50 0.90 Miles Between Road Calls ≥ 25,000 81,459 *data not yet available

Northern Region – Corrective Actions December and FY19 1. Excessively Long Trips: Contractor looking at data to enhance performance Performance Letter and Liquidated Damages applied for 1st Quarter Contractor submitted Action plan to address performance FY19 2. Preventable Collision Rate:

Santa Clarita Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  94.9% 93.8% Excessively Late Trips ≤ 0.10% 0.10% 0.07% Excessively Long Trips ≤ 5% 4.1% 3.3% Missed Trips ≤ 0.75% 1.03% 1.07% Denials ≤ 0 Access to Work On Time Performance ≥ 94% - Average Hold Time (Reservations) ≤ 120 42 Calls On Hold > 5 Min (Reservations) 1.5% 1.3% Calls On Hold > 5 Min (ETA) ≤ 10% 3.1% 2.5% Complaints Per 1,000 Trips ≤ 4.0 1.8 0.8 Preventable Incident Rate ≤ 0.25 * 0.00 Preventable Collision Rate ≤ 0.50 Miles Between Road Calls ≥ 25,000 139,363 *data not yet available

Santa Clarita Region – Corrective Actions December and FY19 Missed Trips: Discussed areas of improvement with Contractor Contractor has made some software and procedural changes in order to improve performance

Southern Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  91.7% Excessively Late Trips ≤ 0.10% 0.08% 0.11% Excessively Long Trips ≤ 5% 8.3% 8.4% Missed Trips ≤ 0.75% 0.95% 1.20% Denials ≤ 0 2 Access to Work On Time Performance ≥ 92% 95.8% 95.1% Average Hold Time (Reservations) ≤ 120 96 91 Calls On Hold > 5 Min (Reservations) 3.9% 4.1% Calls On Hold > 5 Min (ETA) ≤ 10% 5.3% 10.0% Complaints Per 1,000 Trips ≤ 4.0 4.9 6.8 Preventable Incident Rate ≤ 0.25 * 0.40 Preventable Collision Rate ≤ 0.50 0.68 Miles Between Road Calls ≥ 25,000 22,720 *data not yet available

Southern Region – Corrective Actions FY 19 Contractual: 1. Excessively Late Trips Discussed performance with Contractor Performance Letter and Liquidated Damages applied for 1st Quarter 2. Denials: Contractor coached the CSR’s that caused the denials 3. Preventable Collision Rate: Contractor submitted Action plan to address performance

Southern Region – Corrective Actions Cont. FY 19 Non Contractual 4. Access plans to add these performance standards to the next contract amendment: Excessively Long Trips Missed Trips Miles Between Road Calls Preventable Incident Rate Complaints Per 1,000 Trips 5. Global Paratransit transition to a new Routing, Scheduling and Dispatching Software 6. Major maintenance audit conducted by Access in December

West Central Region Key Performance Indicator Standard Contractual Dec-18 FY19 On Time Performance ≥ 91%  92.7% Excessively Late Trips ≤ 0.10% 0.07% 0.04% Excessively Long Trips ≤ 5% 3.6% 3.5% Missed Trips ≤ 0.75% 0.41% 0.37% Denials ≤ 0 Access to Work On Time Performance 96.9% 97.4% Average Hold Time (Reservations) ≤ 120 51 80 Calls On Hold > 5 Min (Reservations) 2.1% 6.8% Calls On Hold > 5 Min (ETA) 2.6% 4.6% Complaints Per 1,000 Trips ≤ 4.0 2.1 2.4 Preventable Incident Rate ≤ 0.25 * 0.11 Preventable Collision Rate ≤ 0.50 0.69 Miles Between Road Calls ≥ 25,000 46,678 *data not yet available

West/Central Region – Corrective Actions FY 19 Contractual 1. Calls on Hold > 5 minutes – Reservations: Unionization efforts of the Call Center affected performance through October 2018; performance has stabilized since 2. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 1st Quarter Contractor submitted action plan to address performance

Abandoned Calls - Reservations   Dec-18 FY19 Total Calls Abandoned Calls Antelope Valley 9,699 1.6% 55,438 1.3% Eastern 72,659 1.8% 453,979 2.6% Northern 43,193 274,261 Santa Clarita 2,038 0.5% 17,881 0.9% Southern 84,409 2.3% 536,687 2.4% West Central 49,642 315,959 2.2% 261,640 1,654,205

December Highlights Southern Region transitioned to a new scheduling software Access met with LADOT in the Northern Region to discuss Vision Zero project Access attended Rancho Los Amigos Patient Advisory Committee meeting Access met with LA Taxicab Commissioner to discuss new taxi regulations and the impact on Access Services