1. Quality Services Subcommittee Meeting
Operations Update
Quality Services Subcommittee Meeting
March 22, 2018

2. Performance Report Card
Key Performance Indicator
Standard
Feb-18
FY18
On Time Performance
≥ 91%
92.9%
91.4%
Excessively Late Trips
≤ 0.10%
0.06%
0.08%
Excessively Long Trips
≤ 5%
5.6%
4.6%
Missed Trips
≤ 0.75%
0.71%
Denials
≤ 0%
0.00%
0.30%
Access to Work On Time Performance
≥ 94%
95.0%
94.3%
Average Hold Time (Reservations)
≤ 120 89 80
Calls On Hold > 5 Min (Reservations)
5.2%
4.0%
Calls On Hold > 5 Min (ETA)
≤ 10%
8.0%
20.1%
Complaints Per 1,000 Trips
≤ 4.0
3.3
3.5
Preventable Incidents
≤ 0.25
0.11
0.20
Preventable Collisions
≤ 0.50
0.60
0.66
Miles Between Road Calls
≥ 25,000
41,324
34,841

3. Antelope Valley Region
Key Performance Indicator
Standard
Feb-18
FY18
On Time Performance
≥ 91%
93.2%
91.2%
Excessively Late Trips
≤ 0.10%
0.09%
0.04%
Excessively Long Trips
≤ 5%
2.4%
2.6%
Missed Trips
≤ 0.75%
0.98%
0.75%
Denials
≤ 0%
0.00%
0.67%
Access to Work On Time Performance
≥ 94% -
100.0%
Average Hold Time (Reservations)
≤ 120 74 96
Calls On Hold > 5 Min (Reservations)
1.1%
2.9%
Calls On Hold > 5 Min (ETA)
≤ 10%
Complaints Per 1,000 Trips
≤ 4.0
2.5
2.4
Preventable Incidents
≤ 0.25
0.00
0.08
Preventable Collisions
≤ 0.50
1.29
0.48
Miles Between Road Calls
≥ 25,000
77,424
24,073

4. Eastern Region Key Performance Indicator Standard Feb-18 FY18
On Time Performance
≥ 91%
94.5%
92.2%
Excessively Late Trips
≤ 0.10%
0.02%
0.07%
Excessively Long Trips
≤ 5%
1.2%
1.3%
Missed Trips
≤ 0.75%
0.24%
0.42%
Denials
≤ 0%
0.00%
0.17%
Access to Work On Time Performance
≥ 94%
97.7%
94.8%
Average Hold Time (Reservations)
≤ 120 92 67
Calls On Hold > 5 Min (Reservations)
6.0%
3.2%
Calls On Hold > 5 Min (ETA)
≤ 10%
6.3%
10.6%
Complaints Per 1,000 Trips
≤ 4.0
2.3
2.8
Preventable Incidents
≤ 0.25
0.21
0.19
Preventable Collisions
≤ 0.50
0.93
0.74
Miles Between Road Calls
≥ 25,000
74,641
53,669

5. Northern Region Key Performance Indicator Standard Feb-18 FY18
On Time Performance
≥ 91%
92.4%
92.0%
Excessively Late Trips
≤ 0.10%
0.05%
0.10%
Excessively Long Trips
≤ 5%
7.0%
7.2%
Missed Trips
≤ 0.75%
0.48%
0.65%
Denials
≤ 0%
0.00%
0.16%
Access to Work On Time Performance
≥ 94%
91.7%
92.3%
Average Hold Time (Reservations)
≤ 120 96 91
Calls On Hold > 5 Min (Reservations)
3.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.7%
3.8%
Complaints Per 1,000 Trips
≤ 4.0
1.5
1.8
Preventable Incidents
≤ 0.25
0.17
0.25
Preventable Collisions
≤ 0.50
0.50
Miles Between Road Calls
≥ 25,000
35,521
61,685

6. Santa Clarita Region Key Performance Indicator Standard Feb-18 FY18
On Time Performance
≥ 91%
95.4%
95.1%
Excessively Late Trips
≤ 0.10%
0.03%
0.05%
Excessively Long Trips
≤ 5%
2.9%
3.1%
Missed Trips
≤ 0.75%
0.61%
0.60%
Denials
≤ 0%
0.00%
Access to Work On Time Performance
≥ 94% -
Average Hold Time (Reservations)
≤ 120
105 60
Calls On Hold > 5 Min (Reservations)
4.6%
2.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
Complaints Per 1,000 Trips
≤ 4.0
0.9
0.4
Preventable Incidents
≤ 0.25
0.00
1.26
Preventable Collisions
≤ 0.50
0.42
Miles Between Road Calls
≥ 25,000
30,000
59,466

7. Southern Region Key Performance Indicator Standard Feb-18 FY18
On Time Performance
≥ 91%
91.6%
90.1%
Excessively Late Trips
≤ 0.10%
0.12%
0.10%
Excessively Long Trips
≤ 5%
10.1%
6.9%
Missed Trips
≤ 0.75%
1.44%
1.01%
Denials
≤ 0%
0.00%
0.49%
Access to Work On Time Performance
≥ 94%
93.9%
95.2%
Average Hold Time (Reservations)
≤ 120 83 92
Calls On Hold > 5 Min (Reservations)
4.3%
4.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
10.0%
27.1%
Complaints Per 1,000 Trips
≤ 4.0
6.0
5.9
Preventable Incidents
≤ 0.25
0.08
0.21
Preventable Collisions
≤ 0.50
0.24
0.63
Miles Between Road Calls
≥ 25,000
29,476
21,947

8. West Central Region Key Performance Indicator Standard Feb-18 FY18
On Time Performance
≥ 91%
93.0%
91.7%
Excessively Late Trips
≤ 0.10%
0.03%
0.07%
Excessively Long Trips
≤ 5%
3.9%
3.6%
Missed Trips
≤ 0.75%
0.37%
0.54%
Denials
≤ 0%
0.00%
0.33%
Access to Work On Time Performance
≥ 94%
97.4%
95.7%
Average Hold Time (Reservations)
≤ 120 91 65
Calls On Hold > 5 Min (Reservations)
8.0%
4.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
10.0%
Complaints Per 1,000 Trips
≤ 4.0
1.9
2.5
Preventable Incidents
≤ 0.25
0.00
0.09
Preventable Collisions
≤ 0.50
0.80
0.79
Miles Between Road Calls
≥ 25,000
49,907
43,693

9. Highlights February highlights:
Real Estate Acquisition kickoff meeting
Santa Clarita Community Meeting
Emergency Preparedness Training at Metro
Northern & Santa Clarita Transit RFP Interviews
Conducted 100% Driver File Audits
Abilities Expo February 23 through 25