Quality Service Subcommittee Meeting Operations Update Quality Service Subcommittee Meeting January 25, 2018

Performance Report Card Performance Indicator Standard Dec 2017 FY18 On Time Performance > 91% 92.4% 91.1% Late 4 < 0.10% 0.06% 0.09% Average Hold Time < 120 sec 79 80 Calls On Hold Over 5 Min < 5% 5.5% 4.3% Abandoned Calls - 2.2% 1.9% *Preventable Collisions Per 100,000 Miles < 0.50 0.73 0.67 *Dec 2017 data is not final

Highlights December highlights: Southern Region Call Center Transition Staff visited UCP in Culver City to get feedback for the Pro Master vehicle Community Meetings held for Southern, Antelope Valley, and West Central Regions Site visits for the North Region RFP EOC Activation for the Creek, Skirball, and Rye Canyon fires New Taxi Handbook Released WMR Activated for the Eastern and West Central Regions

I’ll be happy to answer any questions.