1. Community Advisory Committee
Operations Update
Community Advisory Committee
October 8, 2019

2. Statistics Sep-18 *Sep-19 FY20 Vehicle Trips Completed 285,421 309,035
928,984
Passenger Trips Completed
370,670
396,748
1,194,666
Reservation Calls Answered
261,019
261,248
775,849
ETA Calls Answered
48,443
51,974
150,473
WMR ETAs Requested
120,589
410,412
1,100,144
*not yet final

3. Performance Report Card
Key Performance Indicator
Standard
*Sep-19
FY20
On Time Performance
≥ 91%
88.6%
90.7%
Excessively Late Trips
≤ 0.10%
0.26%
0.16%
Excessively Long Trips
≤ 5%
3.4%
3.2%
Missed Trips
≤ 0.75%
0.70%
0.54%
Denials
≤ 0 2 5
Access to Work On Time Performance
≥ 94%
93.0%
95.6%
Average Hold Time (Reservations)
≤ 120 89 83
Calls On Hold > 5 Min (Reservations)
4.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
5.3%
4.8%
Complaints Per 1,000 Trips
≤ 4.0 -
2.7
Preventable Incidents
≤ 0.25
0.14
Preventable Collisions
≤ 0.50
0.63
Miles Between Road Calls
≥ 25,000
62,604
*not yet final

4. September Highlights
Global Paratransit celebrated the 20th anniversary of Alphy Heedly’s employment with the company, which operates Access in the Southern Region
Staff from Operations and Eligibility attended the 8th annual Back to School Resource and Health Fair hosted by SCLARC to share information about Access
CTI’s call center supervisor Michael Banchich was awarded the Superior Service Award at TPAC
Access provided a tour of CTI’s Alameda Street operating facility for Los Angeles City Emergency managers

5. Thank you for joining us.