1. Transportation Professionals Advisory Committee Meeting
Operations Update
Transportation Professionals Advisory Committee Meeting
December 14, 2017

2. Abandoned Calls Overview
A call is considered abandoned if the customer disconnects after 60 seconds or more of being on hold
FY18 abandoned call rate for reservation calls is 1.8%, which equates to 25,661 calls out of 1,430,503 total

3. Abandoned Call Trend - Reservations

4. Performance Report Card
Performance Indicator
Standard
Nov 2017
FY18 YTD
Completed Trips -
282,723
1,433,743
Total Calls
279,408
1,430,503
On Time Performance
> 91%
91.3%
90.6%
Late 4
< 0.10%
0.09%
0.10%
Average Hold Time
< 120 sec 76 81
Calls On Hold Over 5 Min
< 5%
3.5%
4.1%
Abandoned Calls
1.7%
1.8%
*Preventable Collisions Per 100,000 Miles
< 0.50
0.51
0.63
*Nov 2017 data is not final

5. Antelope Valley Region
Performance Indicator
Standard
Nov 2017
FY18
Completed Trips -
12,228
65,222
Total Calls
8,100
42,371
On Time Performance
> 91%
90.4%
89.9%
Late 4
< 0.10%
0.01%
0.02%
Average Hold Time
< 120 sec
105
103
Abandoned Calls
1.2%
Calls On Hold Over 5 Min
< 5%
3.9%
3.6%

6. Eastern Region Performance Indicator Standard Nov 2017 FY18
Completed Trips -
76,007
383,312
Total Calls
72,892
365,276
On Time Performance
> 91%
92.1%
91.2%
Late 4
< 0.10%
0.04%
0.09%
Average Hold Time
< 120 sec 50 64
Abandoned Calls
1.4%
1.8%
Calls On Hold Over 5 Min
< 5%
1.9%
4.2%

7. Northern Region Performance Indicator Standard Nov 2017 FY18
Completed Trips -
49,693
257,907
Total Calls
46,916
239,105
On Time Performance
> 91%
91.9%
91.5%
Late 4
< 0.10%
0.15%
0.13%
Average Hold Time
< 120 sec 94 95
Abandoned Calls
1.5%
1.6%
Calls On Hold Over 5 Min
< 5%
3.8%
3.9%

8. Santa Clarita Region Performance Indicator Standard Nov 2017 FY18
Completed Trips -
3,206
16,848
Total Calls
3,588
18,390
On Time Performance
> 91%
94.5%
95.3%
Late 4
< 0.10%
0.10%
0.05%
Average Hold Time
< 120 sec 59 53
Abandoned Calls
2.6%
1.3%
Calls On Hold Over 5 Min
< 5%
2.4%
2.3%

9. Southern Region Performance Indicator Standard Nov 2017 FY18
Completed Trips -
92,894
464,512
Total Calls
96,218
499,289
On Time Performance
> 91%
90.1%
89.6%
Late 4
< 0.10%
0.10%
0.11%
Average Hold Time
< 120 sec
101 96
Abandoned Calls
2.1%
1.9%
Calls On Hold Over 5 Min
< 5%
5.6%
4.2%

10. West Central Region Performance Indicator Standard Nov 2017 FY18
Completed Trips -
44,235
224,556
Total Calls
51,694
264,280
On Time Performance
> 91%
91.3%
90.7%
Late 4
< 0.10%
0.08%
0.09%
Average Hold Time
< 120 sec 49 63
Abandoned Calls
1.2%
1.6%
Calls On Hold Over 5 Min
< 5%
2.0%
4.4%

11. 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

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

13. Taxi v. Employee On Time Performance FY14 – FY18

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

15. 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