1. Transportation Professionals Advisory Committee (TPAC)
Operations Update
Transportation Professionals Advisory Committee (TPAC)
March 14, 2019

2. Performance Statistics
*Feb-19
FY19
Vehicle Trips Completed
267,257
2,280,262
Passenger Trips Completed
347,434
2,954,221
Reservation Calls Answered
237,802
2,073,862
ETA Calls Answered
43,239
422,308
WMR ETAs Provided
236,413
1,235,263
*data not yet final

3. Performance Report Card- System Wide
Standard
Feb-19
FY19
Completed Trips -
*267,257
2,280,262
On Time Performance
≥ 91%
92.0%
92.3%
Excessively Late Trips
≤ 0.10%
0.05%
0.06%
Excessively Long Trips
≤ 5%
3.2%
4.2%
Missed Trips
≤ 0.75%
0.41%
0.57%
Denials
≤ 0 1 6
Access to Work On Time Performance
≥ 94%
95.0%
95.3%
Average Hold Time (Reservations)
≤ 120 74 83
Calls On Hold > 5 Min (Reservations)
2.7%
4.4%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.3%
6.0%
Complaints Per 1,000 Trips
≤ 4.0
2.6
3.6
Preventable Incident Rate
≤ 0.25
*0.09
0.19
Preventable Collision Rate
≤ 0.50
*0.58
0.67
Miles Between Road Calls
≥ 25,000 *
44,033
*data not yet final

4. Antelope Valley Region
Key Performance Indicator
Standard
Contractual
Feb-19
FY19
Completed Trips -
*12,168
105,965
On Time Performance
≥ 91% 
92.0%
92.2%
Excessively Late Trips
≤ 0.10%
0.26%
0.09%
Excessively Long Trips
≤ 5%
2.7%
2.0%
Missed Trips
≤ 0.75%
0.87%
0.89%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 92%
100.0%
97.5%
Average Hold Time (Reservations)
≤ 120
102 90
Calls On Hold > 5 Min (Reservations)
5.2%
4.2%
Calls On Hold > 5 Min (ETA)
≤ 10%
1.7%
1.9%
Complaints Per 1,000 Trips
≤ 4.0
2.6
2.3
Preventable Incident Rate
≤ 0.25
*0.00
0.08
Preventable Collision Rate
≤ 0.50
*0.50
0.75
Miles Between Road Calls
≥ 25,000 *
30,278
*data not yet final

5. Antelope Valley Region
1. Calls on Hold > 5 minutes Reservations:
Hired 2 additional CSRs. Performance is off to a good start in March.
2. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Contractor is working with their safety team to improve performance.

6. Eastern Region Key Performance Indicator Standard Contractual Feb-19
FY19
Completed Trips -
*77,080
678,495
On Time Performance
≥ 91% 
90.5%
92.6%
Excessively Late Trips
≤ 0.10%
0.05%
0.03%
Excessively Long Trips
≤ 5%
1.3%
1.1%
Missed Trips
≤ 0.75%
0.51%
0.31%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 95%
93.1%
94.2%
Average Hold Time (Reservations)
≤ 120 47 70
Calls On Hold > 5 Min (Reservations)
2.0%
5.4%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.5%
Complaints Per 1,000 Trips
≤ 4.0
3.5
3.1
Preventable Incident Rate
≤ 0.25
*0.00
0.18
Preventable Collision Rate
≤ 0.50
*0.76
0.78
Miles Between Road Calls
≥ 25,000 *
95,893
*data not yet final

7. Eastern Region 1. Calls on Hold > 5 minutes Reservations:
Hired additional CSR’s.
2. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Contractor is working with their safety team to improve performance.
On Time Performance:
Rain and peak hour trips affected performance
Face challenges retention and recruiting
Corrective action submitted to improve performance

8. Northern Region Key Performance Indicator Standard Contractual Feb-19
FY19
Completed Trips -
*47,365
402,871
On Time Performance
≥ 91% 
92.0%
91.9%
Excessively Late Trips
≤ 0.10%
0.05%
0.07%
Excessively Long Trips
≤ 5%
5.3%
5.7%
Missed Trips
≤ 0.75%
0.29%
0.35%
Denials
≤ 0
Access to Work On Time Performance
≥ 94%
91.3%
95.0%
Average Hold Time (Reservations)
≤ 120
122
104
Calls On Hold > 5 Min (Reservations)
4.4%
3.1%
Calls On Hold > 5 Min (ETA)
≤ 10%
4.8%
3.9%
Complaints Per 1,000 Trips
≤ 4.0
2.2
Preventable Incident Rate
≤ 0.25
*0.17
0.17
Preventable Collision Rate
≤ 0.50
*0.50
0.76
Miles Between Road Calls
≥ 25,000 *
79,247
*data not yet final

9. Northern Region Excessively Long Trips:
Continue to adjust software parameters in Trapeze.
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Contractor is working with their safety team to improve performance.

10. Santa Clarita Region Key Performance Indicator Standard Contractual
Feb-19
FY19
Completed Trips -
*3,096
24,677
On Time Performance
≥ 91% 
96.1%
94.3%
Excessively Late Trips
≤ 0.10%
0.00%
0.06%
Excessively Long Trips
≤ 5%
2.3%
3.1%
Missed Trips
≤ 0.75%
0.86%
0.98%
Denials
≤ 0
Access to Work On Time Performance
≥ 94%
Average Hold Time (Reservations)
≤ 120 36 40
Calls On Hold > 5 Min (Reservations)
0.7%
1.2%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.0%
2.4%
Complaints Per 1,000 Trips
≤ 4.0
0.3
0.8
Preventable Incident Rate
≤ 0.25
*3.62
0.45
Preventable Collision Rate
≤ 0.50
*2.72
0.68
Miles Between Road Calls
≥ 25,000 *
193,278
*data not yet final

11. Santa Clarita Region 1. Missed Trips:
Addressed personnel that are driving the issue. Improvement has been seen so far in March.
Performance Letter and Liquidated Damages applied for 2nd Quarter.
2. Preventable Incident Rate:
Addressed incident with driver.
3. Preventable Collision Rate:
Addressed collisions with drivers.

12. Southern Region Key Performance Indicator Standard Contractual Feb-19
FY19
Completed Trips -
*84,716
715,507
On Time Performance
≥ 91% 
93.9%
92.0%
Excessively Late Trips
≤ 0.10%
0.01%
0.09%
Excessively Long Trips
≤ 5%
3.5%
7.2%
Missed Trips
≤ 0.75%
0.28%
1.00%
Denials
≤ 0 3
Access to Work On Time Performance
≥ 92%
97.9%
95.8%
Average Hold Time (Reservations)
≤ 120 87 90
Calls On Hold > 5 Min (Reservations)
2.6%
3.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.5%
8.7%
Complaints Per 1,000 Trips
≤ 4.0
2.3
5.8
Preventable Incident Rate
≤ 0.25
*0.10
0.28
Preventable Collision Rate
≤ 0.50
*0.42
0.57
Miles Between Road Calls
≥ 25,000 *
25,494
*data not yet final

13. Southern Region FY 19 Non Contractual
1. Access added these performance standards to the new contract amendment as of February 2019:
Excessively Long Trips
Missed Trips
Miles Between Road Calls
Preventable Incident Rate
Complaints Per 1,000 Trips
2. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Contractor is working with the safety team to improve performance.

14. Southern Region: Performance Improvement with 5M
Key Performance Indicator
Nov-18
Feb-19
% Change
On Time Performance
92.8%
93.9%
1.2%
Excessively Late Trips
0.10%
0.01%
-90%
Excessively Long Trips
9.6%
3.5%
-64%
Missed Trips
0.28%
-76%
Access to Work On Time Performance
97.9% 5%
Average Hold Time (Reservations) 86 87 1%
Calls On Hold > 5 Min (Reservations)
4.5%
2.6%
-42%
Calls On Hold > 5 Min (ETA)
7.7%
2.5%
-68%
Complaints Per 1,000 Trips
7.5
2.3
-69%
Preventable Incident Rate
0.27
*0.10
-63%
Preventable Collision Rate
0.99
*0.42
-58%
*data not yet final

15. West Central Region Key Performance Indicator Standard Contractual
Feb-19
FY19
Completed Trips -
*42,832
352,747
On Time Performance
≥ 91% 
90.2%
92.4%
Excessively Late Trips
≤ 0.10%
0.07%
0.05%
Excessively Long Trips
≤ 5%
4.2%
3.6%
Missed Trips
≤ 0.75%
0.50%
0.39%
Denials
≤ 0 1
Access to Work On Time Performance
96.6%
97.5%
Average Hold Time (Reservations)
≤ 120 45 71
Calls On Hold > 5 Min (Reservations)
1.8%
5.6%
Calls On Hold > 5 Min (ETA)
1.3%
3.7%
Complaints Per 1,000 Trips
≤ 4.0
2.5
2.4
Preventable Incident Rate
≤ 0.25
*0.00
0.07
Preventable Collision Rate
≤ 0.50
*0.55
0.54
Miles Between Road Calls
≥ 25,000 *
47,212
*data not yet final

16. West/Central Region 1. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 2nd Quarter.
Contractor is working with the safety team to improve performance.

17. Abandoned Calls - Reservations
Feb-19
FY19
Total Calls
Abandoned Calls
Antelope Valley
8,754
1.9%
73,643
1.5%
Eastern
69,199
1.2%
597,336
2.2%
Northern
43,501
2.1%
365,540
1.7%
Santa Clarita
2,587
0.5%
23,129
0.8%
Southern
77,990
2.0%
699,209
2.3%
West Central
44,517
408,163
246,548
1.6%
2,167,020

18. Excessively Long Trips
Feb-19
FY19
Taxi
Employee
Eastern
1.2%
1.3%
0.9%
Southern
2.2%
4.1%
3.3%
10.7%
West Central
2.9%
4.7%
3.0%
4.2%
Northern
2.3%
6.3%
2.1%
7.6%
Antelope Valley -
2.7%
2.0%
Santa Clarita
3.9%
1.8%
5.5%

19. Highlights
Access assisted with trips to and from the 2019 Abilities Expo at the Los Angeles Convention Center.
Access attended the Santa Clarita Transportation Development Plan workshop to review the vision of transit improvement for the next 5 to 10 years.
TransMAC, a mutual assistance agreement between 18 Southern California Transit agencies had elections.
Access’ Mike Greenwood elected Committee Chairman
OCTA’s Eric Grobmyer elected Vice Chairman