1. Quality Service Subcommittee Meeting
Operations Update
Quality Service Subcommittee Meeting
January 25, 2018

2. Performance Report Card
Performance Indicator
Standard
Dec 2017
FY18
On Time Performance
> 91%
92.4%
91.1%
Late 4
< 0.10%
0.06%
0.09%
Average Hold Time
< 120 sec 79 80
Calls On Hold Over 5 Min
< 5%
5.5%
4.3%
Abandoned Calls -
2.2%
1.9%
*Preventable Collisions Per 100,000 Miles
< 0.50
0.73
0.67
*Dec 2017 data is not final

3. Highlights December highlights: Southern Region Call Center Transition
Staff visited UCP in Culver City to get feedback for the Pro Master vehicle
Community Meetings held for Southern, Antelope Valley, and West Central Regions
Site visits for the North Region RFP
EOC Activation for the Creek, Skirball, and Rye Canyon fires
New Taxi Handbook Released
WMR Activated for the Eastern and West Central Regions

4. I’ll be happy to answer any questions.