Transportation Professionals Advisory Committee (TPAC) Operations Update Transportation Professionals Advisory Committee (TPAC) November 8, 2018

Performance Report Card Key Performance Indicator Standard Oct-18 FY19 On Time Performance ≥ 91% 91.8% 92.4% Excessively Late Trips ≤ 0.10% 0.04% 0.06% Excessively Long Trips ≤ 5% 5.1% 4.4% Missed Trips ≤ 0.75% 0.65% Denials ≤ 0 1 Access to Work On Time Performance ≥ 94% 94.5% 95.5% Average Hold Time (Reservations) ≤ 120 103 91 Calls On Hold > 5 Min (Reservations) 5.9% 5.8% Calls On Hold > 5 Min (ETA) ≤ 10% 6.6% 8.5% Complaints Per 1,000 Trips ≤ 4.0 4.7 4.0 Preventable Incident Rate ≤ 0.25 * 0.25 Preventable Collision Rate ≤ 0.50 0.84 Miles Between Road Calls ≥ 25,000 36,355 *data not yet available

Antelope Valley Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  91.9% 92.2% Excessively Late Trips ≤ 0.10% 0.05% 0.04% Excessively Long Trips ≤ 5% 2.0% 1.9% Missed Trips ≤ 0.75% 0.71% 0.86% Denials ≤ 0 Access to Work On Time Performance ≥ 92% 100.0% 97.6% Average Hold Time (Reservations) ≤ 120 97 73 Calls On Hold > 5 Min (Reservations) 4.4% 2.8% Calls On Hold > 5 Min (ETA) ≤ 10% 1.5% Complaints Per 1,000 Trips ≤ 4.0 2.3 2.2 Preventable Incident Rate ≤ 0.25 * 0.14 Preventable Collision Rate ≤ 0.50 0.57 Miles Between Road Calls ≥ 25,000 24,572 *data not yet available

Eastern Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  91.6% 93.3% Excessively Late Trips ≤ 0.10% 0.01% Excessively Long Trips ≤ 5% 1.2% 1.0% Missed Trips ≤ 0.75% 0.32% 0.24% Denials ≤ 0 Access to Work On Time Performance ≥ 95% 95.1% 95.6% Average Hold Time (Reservations) ≤ 120 102 92 Calls On Hold > 5 Min (Reservations) 8.9% 8.5% Calls On Hold > 5 Min (ETA) ≤ 10% 4.4% 5.1% Complaints Per 1,000 Trips ≤ 4.0 3.3 3.0 Preventable Incident Rate ≤ 0.25 * 0.31 Preventable Collision Rate ≤ 0.50 1.03 Miles Between Road Calls ≥ 25,000 78,508 *data not yet available

Northern Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  91.5% 91.8% Excessively Late Trips ≤ 0.10% 0.07% Excessively Long Trips ≤ 5% 6.2% 5.9% Missed Trips ≤ 0.75% 0.34% 0.36% Denials ≤ 0 Access to Work On Time Performance ≥ 94% 93.6% 94.9% Average Hold Time (Reservations) ≤ 120 104 96 Calls On Hold > 5 Min (Reservations) 3.0% 2.6% Calls On Hold > 5 Min (ETA) ≤ 10% 3.8% 4.0% Complaints Per 1,000 Trips ≤ 4.0 2.0 2.1 Preventable Incident Rate ≤ 0.25 * 0.16 Preventable Collision Rate ≤ 0.50 0.90 Miles Between Road Calls ≥ 25,000 62,285 *data not yet available

Santa Clarita Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  92.9% 93.5% Excessively Late Trips ≤ 0.10% 0.06% 0.07% Excessively Long Trips ≤ 5% 3.6% 3.1% Missed Trips ≤ 0.75% 1.19% 1.07% Denials ≤ 0 Access to Work On Time Performance ≥ 94% - Average Hold Time (Reservations) ≤ 120 40 43 Calls On Hold > 5 Min (Reservations) 1.2% 1.3% Calls On Hold > 5 Min (ETA) ≤ 10% 2.0% Complaints Per 1,000 Trips ≤ 4.0 0.9 0.6 Preventable Incident Rate ≤ 0.25 * 0.00 Preventable Collision Rate ≤ 0.50 Miles Between Road Calls ≥ 25,000 82,097 *data not yet available

Southern Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  91.7% 91.4% Excessively Late Trips ≤ 0.10% 0.05% 0.12% Excessively Long Trips ≤ 5% 9.6% 8.2% Missed Trips ≤ 0.75% 1.27% 1.33% Denials ≤ 0 1 Access to Work On Time Performance ≥ 92% 94.3% 95.5% Average Hold Time (Reservations) ≤ 120 106 91 Calls On Hold > 5 Min (Reservations) 3.5% 4.0% Calls On Hold > 5 Min (ETA) ≤ 10% 11.8% Complaints Per 1,000 Trips ≤ 4.0 9.3 7.0 Preventable Incident Rate ≤ 0.25 * 0.32 Preventable Collision Rate ≤ 0.50 0.75 Miles Between Road Calls ≥ 25,000 21,926 *data not yet available

West Central Region Key Performance Indicator Standard Contractual Oct-18 FY19 On Time Performance ≥ 91%  91.7% 93.0% Excessively Late Trips ≤ 0.10% 0.03% Excessively Long Trips ≤ 5% 4.2% 3.3% Missed Trips ≤ 0.75% 0.47% 0.35% Denials ≤ 0 Access to Work On Time Performance 94.6% 97.1% Average Hold Time (Reservations) ≤ 120 101 93 Calls On Hold > 5 Min (Reservations) 8.8% Calls On Hold > 5 Min (ETA) 5.2% 5.4% Complaints Per 1,000 Trips ≤ 4.0 2.4 Preventable Incident Rate ≤ 0.25 * 0.09 Preventable Collision Rate ≤ 0.50 0.71 Miles Between Road Calls ≥ 25,000 36,441 *data not yet available

Abandoned Calls - Reservations   Oct-18 FY19 Total Calls Abandoned Calls Antelope Valley 9,748 1.7% 36,323 1.3% Eastern 80,549 2.9% 305,965 Northern 49,580 1.6% 184,837 Santa Clarita 2,846 0.9% 13,346 1.0% Southern 96,718 2.8% 365,414 2.5% West Central 56,831 2.6% 214,679 296,272 1,120,564 2.4%

Highlights Phase One of Online Reservations & Cancellations implemented Eastern and West/Central Regions Access staff attended Q’Straint Training in Florida Access monitored trips to several special events: Disability Pride Parade & Festival (Oct. 7) 15th Annual Wheelchair Wash & Health Festival in East LA (Oct.14) Older Adult Transportation Expo at Cathedral of Our Lady of the Angeles (Oct. 26) in Los Angeles.

Highlights Access staff attended an emergency tabletop exercise at Los Angeles County Public Works with several LA County departments, city and state officials, and the Army Corp of Engineers on Oct. 2 Access staff participated in the first City of Long Beach’s DAFN/Inclusionary Working Group Meeting on Oct. 25