Community Advisory Committee Operations Update Community Advisory Committee July 9, 2019

Statistics *Jun-19 FY19 Vehicle Trips Completed 294,113 3,491,306 Passenger Trips Completed 379,599 4,503,510 Reservation Calls Answered 244,319 3,088,751 ETA Calls Answered 44,348 611,711 WMR ETAs Requested 395,099 2,604,587 *not yet final

Performance Report Card Key Performance Indicator Standard *Jun-19 FY19 On Time Performance ≥ 91% 92.4% 92.0% Excessively Late Trips ≤ 0.10% 0.03% 0.08% Excessively Long Trips ≤ 5% 3.0% 3.8% Missed Trips ≤ 0.75% 0.34% 0.52% Denials ≤ 0 3 11 Access to Work On Time Performance ≥ 94% 97.5% 95.8% Average Hold Time (Reservations) ≤ 120 76 81 Calls On Hold > 5 Min (Reservations) 4.2% Calls On Hold > 5 Min (ETA) ≤ 10% 3.5% 5.3% Complaints Per 1,000 Trips ≤ 4.0 2.4 3.3 Preventable Incidents ≤ 0.25 0.23 0.22 Preventable Collisions ≤ 0.50 0.59 0.66 Miles Between Road Calls ≥ 25,000 - 52,667 *not yet final

June Highlights Staff attended Guide Dogs of America Open House in Sylmar, CA The Board of Directors approved the Proposed Budget for FY 19-20 Global Paratransit Call Center Supervisor, Roberto Montavlo received the Superior Service Award Staff conducted outreach at Mikkon ADHC, Willow Adult School and Wayfinder Family Services Contractor preparation for Transfer Trip Expansion of service Access participated in Keolis’ Food Drive for Antelope Valley Staff participated in an emergency exercise based on a failure of the Santa Fe Dam in Irwindale

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