1. Community Advisory Committee
Operations Update
Community Advisory Committee
February 12, 2019

2. Statistics Dec-18 *Jan-19 FY19 Completed Vehicle Trips 263,452 279,921
2,013,047
Completed Passenger Trips
342,602
363,057
2,611,614
Reservation Calls Answered
251,274
256,662
1,836,060
ETA Calls Answered
53,281
47,271
379,069
WMR ETAs Requested
180,502
202,965
998,850
*not yet final

3. Performance Report Card
Key Performance Indicator
Standard
Dec-18
Jan-19
FY19
On Time Performance
≥ 91%
92.3%
92.6%
92.4%
Excessively Late Trips
≤ 0.10%
0.07%
0.05%
0.06%
Excessively Long Trips
≤ 5%
4.4%
3.0%
4.3%
Missed Trips
≤ 0.75%
0.58%
0.38%
0.59%
Denials
≤ 0 1 5
Access to Work On Time Performance
≥ 94%
95.5%
96.3%
Average Hold Time (Reservations)
≤ 120 75 67 84
Calls On Hold > 5 Min (Reservations)
2.1%
4.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
4.1%
2.3%
6.4%
Complaints Per 1,000 Trips
≤ 4.0
3.3
2.6
3.7
*Preventable Incidents
≤ 0.25
0.21 *
*Preventable Collisions
≤ 0.50
1.07
0.86
*Miles Between Road Calls
≥ 25,000
45,533
40,946
*not yet final

4. January Highlights
Driver Doug Campbell, from Santa Clarita Transit, received the Superior Service Award.
Call Center Manager Margie Morales, from California Transit received the Jerry Walker runner-up award.
The Board of Directors extended the Southern Region and Eastern Region Contracts.
Access met with the disabled community at the Independent Living Center in Lancaster to discuss transfer trip expansion.