Transportation Professionals Advisory Committee (TPAC) Operations Update Transportation Professionals Advisory Committee (TPAC) March 14, 2019

Performance Statistics *Feb-19 FY19 Vehicle Trips Completed 267,257 2,280,262 Passenger Trips Completed 347,434 2,954,221 Reservation Calls Answered 237,802 2,073,862 ETA Calls Answered 43,239 422,308 WMR ETAs Provided 236,413 1,235,263 *data not yet final

Performance Report Card- System Wide Standard Feb-19 FY19 Completed Trips - *267,257 2,280,262 On Time Performance ≥ 91% 92.0% 92.3% Excessively Late Trips ≤ 0.10% 0.05% 0.06% Excessively Long Trips ≤ 5% 3.2% 4.2% Missed Trips ≤ 0.75% 0.41% 0.57% Denials ≤ 0 1 6 Access to Work On Time Performance ≥ 94% 95.0% 95.3% Average Hold Time (Reservations) ≤ 120 74 83 Calls On Hold > 5 Min (Reservations) 2.7% 4.4% Calls On Hold > 5 Min (ETA) ≤ 10% 2.3% 6.0% Complaints Per 1,000 Trips ≤ 4.0 2.6 3.6 Preventable Incident Rate ≤ 0.25 *0.09 0.19 Preventable Collision Rate ≤ 0.50 *0.58 0.67 Miles Between Road Calls ≥ 25,000 * 44,033 *data not yet final

Antelope Valley Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *12,168 105,965 On Time Performance ≥ 91%  92.0% 92.2% Excessively Late Trips ≤ 0.10% 0.26% 0.09% Excessively Long Trips ≤ 5% 2.7% 2.0% Missed Trips ≤ 0.75% 0.87% 0.89% Denials ≤ 0 1 Access to Work On Time Performance ≥ 92% 100.0% 97.5% Average Hold Time (Reservations) ≤ 120 102 90 Calls On Hold > 5 Min (Reservations) 5.2% 4.2% Calls On Hold > 5 Min (ETA) ≤ 10% 1.7% 1.9% Complaints Per 1,000 Trips ≤ 4.0 2.6 2.3 Preventable Incident Rate ≤ 0.25 *0.00 0.08 Preventable Collision Rate ≤ 0.50 *0.50 0.75 Miles Between Road Calls ≥ 25,000 * 30,278 *data not yet final

Antelope Valley Region 1. Calls on Hold > 5 minutes Reservations: Hired 2 additional CSRs. Performance is off to a good start in March. 2. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 2nd Quarter. Contractor is working with their safety team to improve performance.

Eastern Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *77,080 678,495 On Time Performance ≥ 91%  90.5% 92.6% Excessively Late Trips ≤ 0.10% 0.05% 0.03% Excessively Long Trips ≤ 5% 1.3% 1.1% Missed Trips ≤ 0.75% 0.51% 0.31% Denials ≤ 0 1 Access to Work On Time Performance ≥ 95% 93.1% 94.2% Average Hold Time (Reservations) ≤ 120 47 70 Calls On Hold > 5 Min (Reservations) 2.0% 5.4% Calls On Hold > 5 Min (ETA) ≤ 10% 3.5% Complaints Per 1,000 Trips ≤ 4.0 3.5 3.1 Preventable Incident Rate ≤ 0.25 *0.00 0.18 Preventable Collision Rate ≤ 0.50 *0.76 0.78 Miles Between Road Calls ≥ 25,000 * 95,893 *data not yet final

Eastern Region 1. Calls on Hold > 5 minutes Reservations: Hired additional CSR’s. 2. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 2nd Quarter. Contractor is working with their safety team to improve performance. On Time Performance: Rain and peak hour trips affected performance Face challenges retention and recruiting Corrective action submitted to improve performance

Northern Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *47,365 402,871 On Time Performance ≥ 91%  92.0% 91.9% Excessively Late Trips ≤ 0.10% 0.05% 0.07% Excessively Long Trips ≤ 5% 5.3% 5.7% Missed Trips ≤ 0.75% 0.29% 0.35% Denials ≤ 0 Access to Work On Time Performance ≥ 94% 91.3% 95.0% Average Hold Time (Reservations) ≤ 120 122 104 Calls On Hold > 5 Min (Reservations) 4.4% 3.1% Calls On Hold > 5 Min (ETA) ≤ 10% 4.8% 3.9% Complaints Per 1,000 Trips ≤ 4.0 2.2 Preventable Incident Rate ≤ 0.25 *0.17 0.17 Preventable Collision Rate ≤ 0.50 *0.50 0.76 Miles Between Road Calls ≥ 25,000 * 79,247 *data not yet final

Northern Region Excessively Long Trips: Continue to adjust software parameters in Trapeze. Performance Letter and Liquidated Damages applied for 2nd Quarter. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 2nd Quarter. Contractor is working with their safety team to improve performance.

Santa Clarita Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *3,096 24,677 On Time Performance ≥ 91%  96.1% 94.3% Excessively Late Trips ≤ 0.10% 0.00% 0.06% Excessively Long Trips ≤ 5% 2.3% 3.1% Missed Trips ≤ 0.75% 0.86% 0.98% Denials ≤ 0 Access to Work On Time Performance ≥ 94% Average Hold Time (Reservations) ≤ 120 36 40 Calls On Hold > 5 Min (Reservations) 0.7% 1.2% Calls On Hold > 5 Min (ETA) ≤ 10% 2.0% 2.4% Complaints Per 1,000 Trips ≤ 4.0 0.3 0.8 Preventable Incident Rate ≤ 0.25 *3.62 0.45 Preventable Collision Rate ≤ 0.50 *2.72 0.68 Miles Between Road Calls ≥ 25,000 * 193,278 *data not yet final

Santa Clarita Region 1. Missed Trips: Addressed personnel that are driving the issue. Improvement has been seen so far in March. Performance Letter and Liquidated Damages applied for 2nd Quarter. 2. Preventable Incident Rate: Addressed incident with driver. 3. Preventable Collision Rate: Addressed collisions with drivers.

Southern Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *84,716 715,507 On Time Performance ≥ 91%  93.9% 92.0% Excessively Late Trips ≤ 0.10% 0.01% 0.09% Excessively Long Trips ≤ 5% 3.5% 7.2% Missed Trips ≤ 0.75% 0.28% 1.00% Denials ≤ 0 3 Access to Work On Time Performance ≥ 92% 97.9% 95.8% Average Hold Time (Reservations) ≤ 120 87 90 Calls On Hold > 5 Min (Reservations) 2.6% 3.7% Calls On Hold > 5 Min (ETA) ≤ 10% 2.5% 8.7% Complaints Per 1,000 Trips ≤ 4.0 2.3 5.8 Preventable Incident Rate ≤ 0.25 *0.10 0.28 Preventable Collision Rate ≤ 0.50 *0.42 0.57 Miles Between Road Calls ≥ 25,000 * 25,494 *data not yet final

Southern Region FY 19 Non Contractual 1. Access added these performance standards to the new contract amendment as of February 2019: Excessively Long Trips Missed Trips Miles Between Road Calls Preventable Incident Rate Complaints Per 1,000 Trips 2. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 2nd Quarter. Contractor is working with the safety team to improve performance.

Southern Region: Performance Improvement with 5M Key Performance Indicator Nov-18 Feb-19 % Change On Time Performance 92.8% 93.9% 1.2% Excessively Late Trips 0.10% 0.01% -90% Excessively Long Trips 9.6% 3.5% -64% Missed Trips 0.28% -76% Access to Work On Time Performance 97.9% 5% Average Hold Time (Reservations) 86 87 1% Calls On Hold > 5 Min (Reservations) 4.5% 2.6% -42% Calls On Hold > 5 Min (ETA) 7.7% 2.5% -68% Complaints Per 1,000 Trips 7.5 2.3 -69% Preventable Incident Rate 0.27 *0.10 -63% Preventable Collision Rate 0.99 *0.42 -58% *data not yet final

West Central Region Key Performance Indicator Standard Contractual Feb-19 FY19 Completed Trips - *42,832 352,747 On Time Performance ≥ 91%  90.2% 92.4% Excessively Late Trips ≤ 0.10% 0.07% 0.05% Excessively Long Trips ≤ 5% 4.2% 3.6% Missed Trips ≤ 0.75% 0.50% 0.39% Denials ≤ 0 1 Access to Work On Time Performance 96.6% 97.5% Average Hold Time (Reservations) ≤ 120 45 71 Calls On Hold > 5 Min (Reservations) 1.8% 5.6% Calls On Hold > 5 Min (ETA) 1.3% 3.7% Complaints Per 1,000 Trips ≤ 4.0 2.5 2.4 Preventable Incident Rate ≤ 0.25 *0.00 0.07 Preventable Collision Rate ≤ 0.50 *0.55 0.54 Miles Between Road Calls ≥ 25,000 * 47,212 *data not yet final

West/Central Region 1. Preventable Collision Rate: Performance Letter and Liquidated Damages applied for 2nd Quarter. Contractor is working with the safety team to improve performance.

Abandoned Calls - Reservations   Feb-19 FY19 Total Calls Abandoned Calls Antelope Valley 8,754 1.9% 73,643 1.5% Eastern 69,199 1.2% 597,336 2.2% Northern 43,501 2.1% 365,540 1.7% Santa Clarita 2,587 0.5% 23,129 0.8% Southern 77,990 2.0% 699,209 2.3% West Central 44,517 408,163 246,548 1.6% 2,167,020

Excessively Long Trips Feb-19 FY19   Taxi Employee Eastern 1.2% 1.3% 0.9% Southern 2.2% 4.1% 3.3% 10.7% West Central 2.9% 4.7% 3.0% 4.2% Northern 2.3% 6.3% 2.1% 7.6% Antelope Valley - 2.7% 2.0% Santa Clarita 3.9% 1.8% 5.5%

Highlights Access assisted with trips to and from the 2019 Abilities Expo at the Los Angeles Convention Center. Access attended the Santa Clarita Transportation Development Plan workshop to review the vision of transit improvement for the next 5 to 10 years. TransMAC, a mutual assistance agreement between 18 Southern California Transit agencies had elections. Access’ Mike Greenwood elected Committee Chairman OCTA’s Eric Grobmyer elected Vice Chairman