1. Transportation Professionals Advisory Committee (TPAC)
Operations Update
Transportation Professionals Advisory Committee (TPAC)
January 10, 2019

2. Performance Report Card
*Dec-18
FY19
Vehicle Trips Completed
259,319
1,728,993
Passenger Trips Completed
337,152
2,243,107
Reservation Calls Answered
250,820
1,578,944
ETA Calls Answered
46,685
298,864
WMR ETAs Provided
180,502
795,885
*not yet final

3. Performance Report Card
Key Performance Indicator
Standard
Dec-18
FY19
On Time Performance
≥ 91%
92.3%
92.4%
Excessively Late Trips
≤ 0.10%
0.07%
0.06%
Excessively Long Trips
≤ 5%
4.4%
4.6%
Missed Trips
≤ 0.75%
0.58%
0.63%
Denials
≤ 0 4
Access to Work On Time Performance
≥ 94%
95.5%
95.4%
Average Hold Time (Reservations)
≤ 120 75 86
Calls On Hold > 5 Min (Reservations)
3.0%
5.0%
Calls On Hold > 5 Min (ETA)
≤ 10%
4.1%
7.4%
Complaints Per 1,000 Trips
≤ 4.0
3.3
3.9
Preventable Incident Rate
≤ 0.25 *
0.25
Preventable Collision Rate
≤ 0.50
0.84
Miles Between Road Calls
≥ 25,000
40,208
*data not yet available

4. Antelope Valley Region
Key Performance Indicator
Standard
Contractual
Dec-18
FY19
On Time Performance
≥ 91% 
91.8%
92.1%
Excessively Late Trips
≤ 0.10%
0.14%
0.06%
Excessively Long Trips
≤ 5%
2.3%
2.0%
Missed Trips
≤ 0.75%
0.86%
0.88%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 92%
93.8%
97.4%
Average Hold Time (Reservations)
≤ 120
109 87
Calls On Hold > 5 Min (Reservations)
4.9%
3.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.6%
Complaints Per 1,000 Trips
≤ 4.0
2.0
2.2
Preventable Incident Rate
≤ 0.25 *
0.12
Preventable Collision Rate
≤ 0.50
0.70
Miles Between Road Calls
≥ 25,000
31,866
*data not yet available

5. Antelope Valley Region – Corrective Actions
December
1. Excessively Late Trips:
There was an internet disruption (12/2/18) and a power outage (12/10/18) that affected operations
FY19
2. Denials:
Contractor coached the CSR that caused the denial
3. Missed Trips:
Discussed areas of improvement with Contractor
Will incorporate KPI in the next contract
4. Preventable Collision Rate:
Performance Letter and Liquidated Damages under review for 2nd Quarter

6. Eastern Region Key Performance Indicator Standard Contractual Dec-18
FY19
On Time Performance
≥ 91% 
92.5%
92.9%
Excessively Late Trips
≤ 0.10%
0.03%
Excessively Long Trips
≤ 5%
1.1%
Missed Trips
≤ 0.75%
0.34%
0.28%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 95%
94.3%
95.3%
Average Hold Time (Reservations)
≤ 120 52 79
Calls On Hold > 5 Min (Reservations)
2.5%
6.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.3%
4.3%
Complaints Per 1,000 Trips
≤ 4.0
3.2
3.0
Preventable Incident Rate
≤ 0.25 *
0.26
Preventable Collision Rate
≤ 0.50
0.98
Miles Between Road Calls
≥ 25,000
79,893
*data not yet available

7. Eastern Region – Corrective Actions
FY 19
1. Denials:
Contractor coached the CSR that caused the denial
2. Calls on Hold > 5 minutes – Reservations:
Unionization efforts of the Call Center affected performance through October 2018; performance has stabilized since
3. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 1st Quarter
Contractor submitted Action plan to address performance

8. Northern Region Key Performance Indicator Standard Contractual Dec-18
FY19
On Time Performance
≥ 91% 
92.5%
91.7%
Excessively Late Trips
≤ 0.10%
0.08%
Excessively Long Trips
≤ 5%
5.1%
5.8%
Missed Trips
≤ 0.75%
0.37%
0.36%
Denials
≤ 0
Access to Work On Time Performance
≥ 94%
96.5%
95.2%
Average Hold Time (Reservations)
≤ 120 96 99
Calls On Hold > 5 Min (Reservations)
3.1%
2.8%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.4%
3.8%
Complaints Per 1,000 Trips
≤ 4.0
2.1
2.2
Preventable Incident Rate
≤ 0.25 *
0.15
Preventable Collision Rate
≤ 0.50
0.90
Miles Between Road Calls
≥ 25,000
81,459
*data not yet available

9. Northern Region – Corrective Actions
December and FY19
1. Excessively Long Trips:
Contractor looking at data to enhance performance
Performance Letter and Liquidated Damages applied for 1st Quarter
Contractor submitted Action plan to address performance
FY19
2. Preventable Collision Rate:

10. Santa Clarita Region Key Performance Indicator Standard Contractual
Dec-18
FY19
On Time Performance
≥ 91% 
94.9%
93.8%
Excessively Late Trips
≤ 0.10%
0.10%
0.07%
Excessively Long Trips
≤ 5%
4.1%
3.3%
Missed Trips
≤ 0.75%
1.03%
1.07%
Denials
≤ 0
Access to Work On Time Performance
≥ 94% -
Average Hold Time (Reservations)
≤ 120 42
Calls On Hold > 5 Min (Reservations)
1.5%
1.3%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.1%
2.5%
Complaints Per 1,000 Trips
≤ 4.0
1.8
0.8
Preventable Incident Rate
≤ 0.25 *
0.00
Preventable Collision Rate
≤ 0.50
Miles Between Road Calls
≥ 25,000
139,363
*data not yet available

11. Santa Clarita Region – Corrective Actions
December and FY19
Missed Trips:
Discussed areas of improvement with Contractor
Contractor has made some software and procedural changes in order to improve performance

12. Southern Region Key Performance Indicator Standard Contractual Dec-18
FY19
On Time Performance
≥ 91% 
91.7%
Excessively Late Trips
≤ 0.10%
0.08%
0.11%
Excessively Long Trips
≤ 5%
8.3%
8.4%
Missed Trips
≤ 0.75%
0.95%
1.20%
Denials
≤ 0 2
Access to Work On Time Performance
≥ 92%
95.8%
95.1%
Average Hold Time (Reservations)
≤ 120 96 91
Calls On Hold > 5 Min (Reservations)
3.9%
4.1%
Calls On Hold > 5 Min (ETA)
≤ 10%
5.3%
10.0%
Complaints Per 1,000 Trips
≤ 4.0
4.9
6.8
Preventable Incident Rate
≤ 0.25 *
0.40
Preventable Collision Rate
≤ 0.50
0.68
Miles Between Road Calls
≥ 25,000
22,720
*data not yet available

13. Southern Region – Corrective Actions
FY 19 Contractual:
1. Excessively Late Trips
Discussed performance with Contractor
Performance Letter and Liquidated Damages applied for 1st Quarter
2. Denials:
Contractor coached the CSR’s that caused the denials
3. Preventable Collision Rate:
Contractor submitted Action plan to address performance

14. Southern Region – Corrective Actions Cont.
FY 19 Non Contractual
4. Access plans to add these performance standards to the next contract amendment:
Excessively Long Trips
Missed Trips
Miles Between Road Calls
Preventable Incident Rate
Complaints Per 1,000 Trips
5. Global Paratransit transition to a new Routing, Scheduling and Dispatching Software
6. Major maintenance audit conducted by Access in December

15. West Central Region Key Performance Indicator Standard Contractual
Dec-18
FY19
On Time Performance
≥ 91% 
92.7%
Excessively Late Trips
≤ 0.10%
0.07%
0.04%
Excessively Long Trips
≤ 5%
3.6%
3.5%
Missed Trips
≤ 0.75%
0.41%
0.37%
Denials
≤ 0
Access to Work On Time Performance
96.9%
97.4%
Average Hold Time (Reservations)
≤ 120 51 80
Calls On Hold > 5 Min (Reservations)
2.1%
6.8%
Calls On Hold > 5 Min (ETA)
2.6%
4.6%
Complaints Per 1,000 Trips
≤ 4.0
2.1
2.4
Preventable Incident Rate
≤ 0.25 *
0.11
Preventable Collision Rate
≤ 0.50
0.69
Miles Between Road Calls
≥ 25,000
46,678
*data not yet available

16. West/Central Region – Corrective Actions
FY 19 Contractual
1. Calls on Hold > 5 minutes – Reservations:
Unionization efforts of the Call Center affected performance through October 2018; performance has stabilized since
2. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 1st Quarter
Contractor submitted action plan to address performance

17. Abandoned Calls - Reservations
Dec-18
FY19
Total Calls
Abandoned Calls
Antelope Valley
9,699
1.6%
55,438
1.3%
Eastern
72,659
1.8%
453,979
2.6%
Northern
43,193
274,261
Santa Clarita
2,038
0.5%
17,881
0.9%
Southern
84,409
2.3%
536,687
2.4%
West Central
49,642
315,959
2.2%
261,640
1,654,205

18. December Highlights
Southern Region transitioned to a new scheduling software
Access met with LADOT in the Northern Region to discuss Vision Zero project
Access attended Rancho Los Amigos Patient Advisory Committee meeting
Access met with LA Taxicab Commissioner to discuss new taxi regulations and the impact on Access Services