1. Transportation Professionals Advisory
Operations Update
Transportation Professionals Advisory
Committee (TPAC)
July 11,2019

2. Statistics *Jun-19 FY19 Vehicle Trips Completed
294,113
3,491,306
Passenger Trips Completed
379,599
4,503,510
Reservation Calls Answered
244,319
3,088,751
ETA Calls Answered
44,348
611,711
WMR ETAs Requested
395,099
2,604,587
*not yet final

3. Where’s My Ride – ETAs Requested

4. Performance Report Card- System Wide
Standard
*Jun-19
FY19
Completed Trips -
294,113
3,491,306
On Time Performance
≥ 91%
92.4%
92.0%
Excessively Late Trips
≤ 0.10%
0.03%
0.08%
Excessively Long Trips
≤ 5%
3.0%
3.8%
Missed Trips
≤ 0.75%
0.34%
0.52%
Denials
≤ 0 3 11
Access to Work On Time Performance
≥ 94%
97.5%
95.8%
Average Hold Time (Reservations)
≤ 120 76 81
Calls On Hold > 5 Min (Reservations)
4.2%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.5%
5.3%
Complaints Per 1,000 Trips
≤ 4.0
2.4
3.3
Preventable Incident Rate
≤ 0.25
0.20
0.22
Preventable Collision Rate
≤ 0.50
0.44
0.64
Miles Between Road Calls
≥ 25,000
52,667
*not final

5. Antelope Valley Region
Key Performance Indicator
Standard
Contractual
*Jun-19
FY19
Completed Trips -
12,758
159,617
On Time Performance
≥ 91% 
92.9%
92.1%
Excessively Late Trips
≤ 0.10%
0.10%
Excessively Long Trips
≤ 5%
1.5%
2.0%
Missed Trips
≤ 0.75%
0.78%
0.86%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 92%
100.0%
97.5%
Average Hold Time (Reservations)
≤ 120 90 91
Calls On Hold > 5 Min (Reservations)
2.2%
3.8%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.9%
2.1%
Complaints Per 1,000 Trips
≤ 4.0
3.0
2.4
Preventable Incident Rate
≤ 0.25
0.00
0.15
Preventable Collision Rate
≤ 0.50
0.54
Miles Between Road Calls
≥ 25,000
31,631
*not final

6. Antelope Valley Region
1. Missed Trips:
New KPI incorporated into contract.
2. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 3rd Quarter.
Contractor implemented mandatory mirror adjustment station to improve driver spatial awareness to avoid side swipes, a common collision type.

7. Eastern Region Key Performance Indicator Standard Contractual *Jun-19
FY19
Completed Trips -
84,395
1,032,161
On Time Performance
≥ 91% 
92.6%
92.0%
Excessively Late Trips
≤ 0.10%
0.01%
0.07%
Excessively Long Trips
≤ 5%
1.0%
1.1%
Missed Trips
≤ 0.75%
0.28%
0.38%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 95%
95.3%
94.8%
Average Hold Time (Reservations)
≤ 120 54 64
Calls On Hold > 5 Min (Reservations)
4.9%
4.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.3%
3.1%
Complaints Per 1,000 Trips
≤ 4.0
2.8
3.1
Preventable Incident Rate
≤ 0.25
0.19
0.18
Preventable Collision Rate
≤ 0.50
0.85
0.75
Miles Between Road Calls
≥ 25,000
102,206
*not final

8. Eastern Region 1. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 3rd Quarter.
Contractor is promoting safety to drivers through safety meetings and coaching.
Placed safety banners and posters in the yard to increase visible awareness.
Sending safety messages to drivers during the day.
Continue to counsel drivers on risky behavior through SmartDrive clips.

9. Northern Region Key Performance Indicator Standard Contractual *Jun-19
FY19
Completed Trips -
50,898
614,131
On Time Performance
≥ 91% 
92.2%
91.9%
Excessively Late Trips
≤ 0.10%
0.05%
0.09%
Excessively Long Trips
≤ 5%
4.5%
5.3%
Missed Trips
≤ 0.75%
0.26%
0.34%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 94%
97.1%
95.2%
Average Hold Time (Reservations)
≤ 120
111
110
Calls On Hold > 5 Min (Reservations)
2.4%
3.5%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.5%
4.2%
Complaints Per 1,000 Trips
≤ 4.0
1.9
2.1
Preventable Incident Rate
≤ 0.25
0.16
0.20
Preventable Collision Rate
≤ 0.50
0.28
0.73
Miles Between Road Calls
≥ 25,000
81,455
*not final

10. Northern Region Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 3rd Quarter.
Contractor is working with their safety team to improve performance.
The contractor implemented safety blitzes, topics of the month and internal incentives to encourage safe driver behavior and minimize collisions/incidents.

11. Santa Clarita Region Key Performance Indicator Standard Contractual
*Jun-19
FY19
Completed Trips -
3,300
38,934
On Time Performance
≥ 91% 
94.5%
94.4%
Excessively Late Trips
≤ 0.10%
0.21%
0.11%
Excessively Long Trips
≤ 5%
2.6%
2.9%
Missed Trips
≤ 0.75%
0.52%
0.79%
Denials
≤ 0 1 3
Access to Work On Time Performance
≥ 94%
Average Hold Time (Reservations)
≤ 120 52 41
Calls On Hold > 5 Min (Reservations)
1.4%
1.2%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.9%
2.7%
Complaints Per 1,000 Trips
≤ 4.0
0.9
1.0
Preventable Incident Rate
≤ 0.25
0.00
0.73
Preventable Collision Rate
≤ 0.50
0.83
Miles Between Road Calls
≥ 25,000
314,404
*not final

12. Santa Clarita Region Excessively Late Trips
Six trips accounted for the data. Drivers have been addressed.
Missed Trips:
Performance Letter and Liquidated Damages are being assessed.
Improvement has been seen as of March, April, May and June.
Preventable Incident and Collision Rate:
Addressed incidents and collisions with drivers.

13. Southern Region Key Performance Indicator Standard Contractual *Jun-19
FY19
Completed Trips -
96,346
1,107,725
On Time Performance
≥ 91% 
93.0%
92.0%
Excessively Late Trips
≤ 0.10%
0.01%
0.08%
Excessively Long Trips
≤ 5%
4.4%
6.0%
Missed Trips
≤ 0.75%
0.31%
0.78%
Denials
≤ 0 2 4
Access to Work On Time Performance
≥ 92%
98.9%
96.7%
Average Hold Time (Reservations)
≤ 120 91
Calls On Hold > 5 Min (Reservations)
3.0%
3.7%
Calls On Hold > 5 Min (ETA)
≤ 10%
5.0%
7.8%
Complaints Per 1,000 Trips
≤ 4.0
2.2
4.6
Preventable Incident Rate
≤ 0.25
0.29
0.30
Preventable Collision Rate
≤ 0.50
0.43
0.58
Miles Between Road Calls
≥ 25,000
33,818
*not final

14. Southern Region
FY 19:
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:
Contractor continues to educate drivers through training and coaching to minimize side swipes and backed into collisions.

15. West Central Region Key Performance Indicator Standard Contractual
*Jun-19
FY19
Completed Trips -
46,416
538,738
On Time Performance
≥ 91% 
90.4%
91.6%
Excessively Late Trips
≤ 0.10%
0.09%
0.07%
Excessively Long Trips
≤ 5%
2.8%
3.4%
Missed Trips
≤ 0.75%
0.50%
0.44%
Denials
≤ 0 1
Access to Work On Time Performance
98.4%
97.4%
Average Hold Time (Reservations)
≤ 120 54 65
Calls On Hold > 5 Min (Reservations)
5.0%
4.9%
Calls On Hold > 5 Min (ETA)
3.1%
Complaints Per 1,000 Trips
≤ 4.0
2.4
2.5
Preventable Incident Rate
≤ 0.25
0.19
0.12
Preventable Collision Rate
≤ 0.50
0.00
0.52
Miles Between Road Calls
≥ 25,000
52,322
*not final

16. West Central Region 1. Preventable Collision Rate:
Performance Letter and Liquidated Damages applied for 3rd Quarter.
Contractor is working with the safety team to improve performance.
Added additional behind the wheel training for new hires.
Increased driver consequences for collisions or incidents including full safety history review.
Increased re-training duration including enhanced behind the wheel re-education.

17. Abandoned Calls - Reservations
*Jun-19
FY19
Total Calls
Abandoned Calls
Antelope Valley
10,439
1.6%
112,750
Eastern
71,402
2.0%
897,586
Northern
41,645
10.4%
536,821
3.7%
Santa Clarita
3,116
34,538
1.1%
Southern
84,438
2.3%
1,048,285
2.4%
West Central
46,365
601,925
1.8%
257,405
3.4%
3,231,905
*not final

18. Excessively Long Trips
*Jun-19
FY19
Taxi
Employee
Antelope Valley -
1.5%
2.2%
Eastern
1.3%
0.4%
1.4%
0.9%
Northern
7.6%
2.4%
2.7%
7.7%
Santa Clarita
2.6%
3.0%
Southern
3.9%
5.1%
3.2%
11.2%
West Central
0.0%
3.3%
4.1%
3.8%
2.3%
2.5%
5.9%
*not final

19. Highlights
Staff attended Guide Dogs of America Open House in Sylmar, CA
Global Paratransit Complaints Resolution Manager, Robert Montalvo received the Superior Service Award
Staff conducted outreach at Mikkon ADHC, Willow Adult School and Wayfinder Family Services
Contractor preparation for Transfer Trip Expansion of service
Access participated in Keolis’ Food Drive for Antelope Valley
Staff participated in an emergency exercise based on a failure of the Santa Fe Dam in Irwindale.

20. Thank you for joining us.