Community Advisory Committee Operations Update Community Advisory Committee February 12, 2019

Statistics Dec-18 *Jan-19 FY19 Completed Vehicle Trips 263,452 279,921 2,013,047 Completed Passenger Trips 342,602 363,057 2,611,614 Reservation Calls Answered 251,274 256,662 1,836,060 ETA Calls Answered 53,281 47,271 379,069 WMR ETAs Requested 180,502 202,965 998,850 *not yet final

Performance Report Card Key Performance Indicator Standard Dec-18 Jan-19 FY19 On Time Performance ≥ 91% 92.3% 92.6% 92.4% Excessively Late Trips ≤ 0.10% 0.07% 0.05% 0.06% Excessively Long Trips ≤ 5% 4.4% 3.0% 4.3% Missed Trips ≤ 0.75% 0.58% 0.38% 0.59% Denials ≤ 0 1 5 Access to Work On Time Performance ≥ 94% 95.5% 96.3% Average Hold Time (Reservations) ≤ 120 75 67 84 Calls On Hold > 5 Min (Reservations) 2.1% 4.6% Calls On Hold > 5 Min (ETA) ≤ 10% 4.1% 2.3% 6.4% Complaints Per 1,000 Trips ≤ 4.0 3.3 2.6 3.7 *Preventable Incidents ≤ 0.25 0.21 * *Preventable Collisions ≤ 0.50 1.07 0.86 *Miles Between Road Calls ≥ 25,000 45,533 40,946 *not yet final

January Highlights Driver Doug Campbell, from Santa Clarita Transit, received the Superior Service Award. Call Center Manager Margie Morales, from California Transit received the Jerry Walker runner-up award. The Board of Directors extended the Southern Region and Eastern Region Contracts. Access met with the disabled community at the Independent Living Center in Lancaster to discuss transfer trip expansion.