1. Quality Services Subcommittee Meeting
Operations Update
Quality Services Subcommittee Meeting
May 17, 2018

2. Performance Report Card
Key Performance Indicator
Standard
Apr-18
FY18
On Time Performance
≥ 91%
93.5%
91.8%
Excessively Late Trips
≤ 0.10%
0.03%
0.08%
Excessively Long Trips
≤ 5%
4.7%
Missed Trips
≤ 0.75%
0.58%
0.76%
*Denials
≤ 0% -
0.23%
Access to Work On Time Performance
≥ 94%
96.1%
94.4%
Average Hold Time (Reservations)
≤ 120 95 82
Calls On Hold > 5 Min (Reservations)
7.0%
Calls On Hold > 5 Min (ETA)
≤ 10%
5.4%
17.4%
Complaints Per 1,000 Trips
≤ 4.0
3.0
3.4
*Preventable Incidents
≤ 0.25
0.20
*Preventable Collisions
≤ 0.50
0.67
*Miles Between Road Calls
≥ 25,000
34,969
*data not final

3. Antelope Valley Region
Key Performance Indicator
Standard
Apr-18
FY18
On Time Performance
≥ 91%
92.5%
91.5%
Excessively Late Trips
≤ 0.10%
0.01%
0.08%
Excessively Long Trips
≤ 5%
2.0%
2.5%
Missed Trips
≤ 0.75%
1.08%
0.86%
*Denials
≤ 0% -
0.55%
Access to Work On Time Performance
≥ 94%
100.0%
Average Hold Time (Reservations)
≤ 120 72 91
Calls On Hold > 5 Min (Reservations)
0.9%
Calls On Hold > 5 Min (ETA)
≤ 10%
6.2%
Complaints Per 1,000 Trips
≤ 4.0
2.2
2.3
*Preventable Incidents
≤ 0.25
0.13
*Preventable Collisions
≤ 0.50
0.44
*Miles Between Road Calls
≥ 25,000
21,569
*data not final

4. Eastern Region Key Performance Indicator Standard Apr-18 FY18
On Time Performance
≥ 91%
94.6%
92.7%
Excessively Late Trips
≤ 0.10%
0.02%
0.06%
Excessively Long Trips
≤ 5%
1.1%
1.3%
Missed Trips
≤ 0.75%
0.24%
0.40%
*Denials
≤ 0% -
0.15%
Access to Work On Time Performance
≥ 94%
96.7%
95.2%
Average Hold Time (Reservations)
≤ 120
114 73
Calls On Hold > 5 Min (Reservations)
11.3%
5.5%
Calls On Hold > 5 Min (ETA)
≤ 10%
6.9%
9.6%
Complaints Per 1,000 Trips
≤ 4.0
2.8
*Preventable Incidents
≤ 0.25
0.16
*Preventable Collisions
≤ 0.50
0.78
*Miles Between Road Calls
≥ 25,000
55,888
*data not final

5. Northern Region Key Performance Indicator Standard Apr-18 FY18
On Time Performance
≥ 91%
92.2%
92.1%
Excessively Late Trips
≤ 0.10%
0.04%
0.09%
Excessively Long Trips
≤ 5%
6.0%
7.0%
Missed Trips
≤ 0.75%
0.61%
0.78%
*Denials
≤ 0% -
0.13%
Access to Work On Time Performance
≥ 94%
97.9%
92.4%
Average Hold Time (Reservations)
≤ 120 96 92
Calls On Hold > 5 Min (Reservations)
3.3%
3.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.0%
Complaints Per 1,000 Trips
≤ 4.0
1.2
1.7
*Preventable Incidents
≤ 0.25
0.20
*Preventable Collisions
≤ 0.50
0.54
*Miles Between Road Calls
≥ 25,000
57,792
*data not final

6. Santa Clarita Region Key Performance Indicator Standard Apr-18 FY18
On Time Performance
≥ 91%
94.1%
95.0%
Excessively Late Trips
≤ 0.10%
0.03%
0.04%
Excessively Long Trips
≤ 5%
2.7%
3.1%
Missed Trips
≤ 0.75%
0.84%
0.89%
*Denials
≤ 0% -
0.00%
Access to Work On Time Performance
≥ 94%
Average Hold Time (Reservations)
≤ 120 34 56
Calls On Hold > 5 Min (Reservations)
0.8%
2.4%
Calls On Hold > 5 Min (ETA)
≤ 10%
Complaints Per 1,000 Trips
≤ 4.0
0.6
0.4
*Preventable Incidents
≤ 0.25
1.76
*Preventable Collisions
≤ 0.50
0.44
*Miles Between Road Calls
≥ 25,000
67,422
*data not final

7. Southern Region Key Performance Indicator Standard Apr-18 FY18
On Time Performance
≥ 91%
92.9%
90.6%
Excessively Late Trips
≤ 0.10%
0.05%
0.09%
Excessively Long Trips
≤ 5%
8.6%
7.4%
Missed Trips
≤ 0.75%
0.86%
1.09%
*Denials
≤ 0% -
0.39%
Access to Work On Time Performance
≥ 94%
93.3%
94.3%
Average Hold Time (Reservations)
≤ 120 73 90
Calls On Hold > 5 Min (Reservations)
3.5%
4.5%
Calls On Hold > 5 Min (ETA)
≤ 10%
4.7%
23.3%
Complaints Per 1,000 Trips
≤ 4.0
5.1
5.8
*Preventable Incidents
≤ 0.25
0.24
*Preventable Collisions
≤ 0.50
0.63
*Miles Between Road Calls
≥ 25,000
22,255
*data not final

8. West Central Region Key Performance Indicator Standard Apr-18 FY18
On Time Performance
≥ 91%
93.8%
92.1%
Excessively Late Trips
≤ 0.10%
0.02%
0.06%
Excessively Long Trips
≤ 5%
3.2%
3.6%
Missed Trips
≤ 0.75%
0.38%
0.54%
*Denials
≤ 0% -
0.15%
Access to Work On Time Performance
≥ 94%
96.5%
95.8%
Average Hold Time (Reservations)
≤ 120
114 71
Calls On Hold > 5 Min (Reservations)
11.5%
5.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
6.4%
8.9%
Complaints Per 1,000 Trips
≤ 4.0
1.8
2.4
*Preventable Incidents
≤ 0.25
0.11
*Preventable Collisions
≤ 0.50
0.78
*Miles Between Road Calls
≥ 25,000
45,132
*data not final

9. April Highlights
Hosted the Federal Transit Administration for their Triennial Review of Access
4 staff members participated in the San Gabriel/Pomona Regional Center 7th Annual Emergency Preparedness EXPO

10. April Highlights
Southern Region contractor implemented new service animal training for drivers
Staff attended Driver Training at Eastern and Southern Regions
Northern Region Contract Awarded to MV