Operations Update Transportation Professionals Advisory Committee Meeting December

Operations Update Transportation Professionals Advisory Committee Meeting December 14, 2017

Abandoned Calls Overview > A call is considered abandoned if the customer disconnects after 60 seconds or more of being on hold > FY 18 abandoned call rate for reservation calls is 1. 8%, which equates to 25, 661 calls out of 1, 430, 503 total

Abandoned Call Trend - Reservations 6% 5% 4% ноя-17 1, 7% 3% 2% 1% 0% июл-15 июл-16 июл-17

Performance Report Card Performance Indicator Standard Nov 2017 FY 18 YTD Completed Trips - 282, 723 1, 433, 743 Total Calls - 279, 408 1, 430, 503 > 91% 91. 3% 90. 6% < 0. 10% 0. 09% 0. 10% < 120 sec 76 81 < 5% 3. 5% 4. 1% - 1. 7% 1. 8% < 0. 50 0. 51 0. 63 On Time Performance Late 4 Average Hold Time Calls On Hold Over 5 Min Abandoned Calls *Preventable Collisions Per 100, 000 Miles *Nov 2017 data is not final

Antelope Valley Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 12, 228 65, 222 Total Calls - 8, 100 42, 371 > 91% 90. 4% 89. 9% < 0. 10% 0. 01% 0. 02% < 120 sec 105 103 - 1. 2% < 5% 3. 9% 3. 6% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

Eastern Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 76, 007 383, 312 Total Calls - 72, 892 365, 276 > 91% 92. 1% 91. 2% < 0. 10% 0. 04% 0. 09% < 120 sec 50 64 - 1. 4% 1. 8% < 5% 1. 9% 4. 2% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

Northern Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 49, 693 257, 907 Total Calls - 46, 916 239, 105 > 91% 91. 9% 91. 5% < 0. 10% 0. 15% 0. 13% < 120 sec 94 95 - 1. 5% 1. 6% < 5% 3. 8% 3. 9% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

Santa Clarita Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 3, 206 16, 848 Total Calls - 3, 588 18, 390 > 91% 94. 5% 95. 3% < 0. 10% 0. 05% < 120 sec 59 53 - 2. 6% 1. 3% < 5% 2. 4% 2. 3% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

Southern Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 92, 894 464, 512 Total Calls - 96, 218 499, 289 > 91% 90. 1% 89. 6% < 0. 10% 0. 11% < 120 sec 101 96 - 2. 1% 1. 9% < 5% 5. 6% 4. 2% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

West Central Region Performance Indicator Standard Nov 2017 FY 18 Completed Trips - 44, 235 224, 556 Total Calls - 51, 694 264, 280 > 91% 91. 3% 90. 7% < 0. 10% 0. 08% 0. 09% < 120 sec 49 63 - 1. 2% 1. 6% < 5% 2. 0% 4. 4% On Time Performance Late 4 Average Hold Time Abandoned Calls On Hold Over 5 Min

Highlights November highlights: > Updated Access Operations Policies and Procedures > Participated in Paratransit Rider’s Coalition Meeting > Held three of six Fall community meetings > Assisted Southern Region contractor to implement new safety campaign > Participated in Metro’s emergency exercise > Attended Santa Clarita’s Accessibility Advisory Committee

Contract Driver v. Taxi Driver Performance Transportation Professionals Advisory Committee Meeting December 14, 2017

Taxi v. Employee On Time Performance FY 14 – FY 18 Employee Taxi 93% 91% 89% 87% FY 2014 FY 2015 FY 2016 FY 2017 FY 2018

Taxi Maintenance File Audit Transportation Professionals Advisory Committee Meeting December 14, 2017

Taxi Audit Scope / Results Purpose: > First 100% file audit of subcontract vehicle maintenance files > Ensure vehicle files are up to date and complete > Ensure Preventive Maintenance (PMI’s) are being performed Results: > No major findings or deficiencies Next Step: > Review every vehicle file entering the system > Conduct 10% file audit quarterly