Community Advisory Committee Operations Update Community Advisory Committee October 8, 2019

Statistics Sep-18 *Sep-19 FY20 Vehicle Trips Completed 285,421 309,035 928,984 Passenger Trips Completed 370,670 396,748 1,194,666 Reservation Calls Answered 261,019 261,248 775,849 ETA Calls Answered 48,443 51,974 150,473 WMR ETAs Requested 120,589 410,412 1,100,144 *not yet final

Performance Report Card Key Performance Indicator Standard *Sep-19 FY20 On Time Performance ≥ 91% 88.6% 90.7% Excessively Late Trips ≤ 0.10% 0.26% 0.16% Excessively Long Trips ≤ 5% 3.4% 3.2% Missed Trips ≤ 0.75% 0.70% 0.54% Denials ≤ 0 2 5 Access to Work On Time Performance ≥ 94% 93.0% 95.6% Average Hold Time (Reservations) ≤ 120 89 83 Calls On Hold > 5 Min (Reservations) 4.7% Calls On Hold > 5 Min (ETA) ≤ 10% 5.3% 4.8% Complaints Per 1,000 Trips ≤ 4.0 - 2.7 Preventable Incidents ≤ 0.25 0.14 Preventable Collisions ≤ 0.50 0.63 Miles Between Road Calls ≥ 25,000 62,604 *not yet final

September Highlights Global Paratransit celebrated the 20th anniversary of Alphy Heedly’s employment with the company, which operates Access in the Southern Region Staff from Operations and Eligibility attended the 8th annual Back to School Resource and Health Fair hosted by SCLARC to share information about Access CTI’s call center supervisor Michael Banchich was awarded the Superior Service Award at TPAC Access provided a tour of CTI’s Alameda Street operating facility for Los Angeles City Emergency managers

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