1. Transportation Professionals Advisory Committee (TPAC)
Operations Update
Transportation Professionals Advisory Committee (TPAC)
November 8, 2018

2. Performance Report Card
Key Performance Indicator
Standard
Oct-18
FY19
On Time Performance
≥ 91%
91.8%
92.4%
Excessively Late Trips
≤ 0.10%
0.04%
0.06%
Excessively Long Trips
≤ 5%
5.1%
4.4%
Missed Trips
≤ 0.75%
0.65%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 94%
94.5%
95.5%
Average Hold Time (Reservations)
≤ 120
103 91
Calls On Hold > 5 Min (Reservations)
5.9%
5.8%
Calls On Hold > 5 Min (ETA)
≤ 10%
6.6%
8.5%
Complaints Per 1,000 Trips
≤ 4.0
4.7
4.0
Preventable Incident Rate
≤ 0.25 *
0.25
Preventable Collision Rate
≤ 0.50
0.84
Miles Between Road Calls
≥ 25,000
36,355
*data not yet available

3. Antelope Valley Region
Key Performance Indicator
Standard
Contractual
Oct-18
FY19
On Time Performance
≥ 91% 
91.9%
92.2%
Excessively Late Trips
≤ 0.10%
0.05%
0.04%
Excessively Long Trips
≤ 5%
2.0%
1.9%
Missed Trips
≤ 0.75%
0.71%
0.86%
Denials
≤ 0
Access to Work On Time Performance
≥ 92%
100.0%
97.6%
Average Hold Time (Reservations)
≤ 120 97 73
Calls On Hold > 5 Min (Reservations)
4.4%
2.8%
Calls On Hold > 5 Min (ETA)
≤ 10%
1.5%
Complaints Per 1,000 Trips
≤ 4.0
2.3
2.2
Preventable Incident Rate
≤ 0.25 *
0.14
Preventable Collision Rate
≤ 0.50
0.57
Miles Between Road Calls
≥ 25,000
24,572
*data not yet available

4. Eastern Region Key Performance Indicator Standard Contractual Oct-18
FY19
On Time Performance
≥ 91% 
91.6%
93.3%
Excessively Late Trips
≤ 0.10%
0.01%
Excessively Long Trips
≤ 5%
1.2%
1.0%
Missed Trips
≤ 0.75%
0.32%
0.24%
Denials
≤ 0
Access to Work On Time Performance
≥ 95%
95.1%
95.6%
Average Hold Time (Reservations)
≤ 120
102 92
Calls On Hold > 5 Min (Reservations)
8.9%
8.5%
Calls On Hold > 5 Min (ETA)
≤ 10%
4.4%
5.1%
Complaints Per 1,000 Trips
≤ 4.0
3.3
3.0
Preventable Incident Rate
≤ 0.25 *
0.31
Preventable Collision Rate
≤ 0.50
1.03
Miles Between Road Calls
≥ 25,000
78,508
*data not yet available

5. Northern Region Key Performance Indicator Standard Contractual Oct-18
FY19
On Time Performance
≥ 91% 
91.5%
91.8%
Excessively Late Trips
≤ 0.10%
0.07%
Excessively Long Trips
≤ 5%
6.2%
5.9%
Missed Trips
≤ 0.75%
0.34%
0.36%
Denials
≤ 0
Access to Work On Time Performance
≥ 94%
93.6%
94.9%
Average Hold Time (Reservations)
≤ 120
104 96
Calls On Hold > 5 Min (Reservations)
3.0%
2.6%
Calls On Hold > 5 Min (ETA)
≤ 10%
3.8%
4.0%
Complaints Per 1,000 Trips
≤ 4.0
2.0
2.1
Preventable Incident Rate
≤ 0.25 *
0.16
Preventable Collision Rate
≤ 0.50
0.90
Miles Between Road Calls
≥ 25,000
62,285
*data not yet available

6. Santa Clarita Region Key Performance Indicator Standard Contractual
Oct-18
FY19
On Time Performance
≥ 91% 
92.9%
93.5%
Excessively Late Trips
≤ 0.10%
0.06%
0.07%
Excessively Long Trips
≤ 5%
3.6%
3.1%
Missed Trips
≤ 0.75%
1.19%
1.07%
Denials
≤ 0
Access to Work On Time Performance
≥ 94% -
Average Hold Time (Reservations)
≤ 120 40 43
Calls On Hold > 5 Min (Reservations)
1.2%
1.3%
Calls On Hold > 5 Min (ETA)
≤ 10%
2.0%
Complaints Per 1,000 Trips
≤ 4.0
0.9
0.6
Preventable Incident Rate
≤ 0.25 *
0.00
Preventable Collision Rate
≤ 0.50
Miles Between Road Calls
≥ 25,000
82,097
*data not yet available

7. Southern Region Key Performance Indicator Standard Contractual Oct-18
FY19
On Time Performance
≥ 91% 
91.7%
91.4%
Excessively Late Trips
≤ 0.10%
0.05%
0.12%
Excessively Long Trips
≤ 5%
9.6%
8.2%
Missed Trips
≤ 0.75%
1.27%
1.33%
Denials
≤ 0 1
Access to Work On Time Performance
≥ 92%
94.3%
95.5%
Average Hold Time (Reservations)
≤ 120
106 91
Calls On Hold > 5 Min (Reservations)
3.5%
4.0%
Calls On Hold > 5 Min (ETA)
≤ 10%
11.8%
Complaints Per 1,000 Trips
≤ 4.0
9.3
7.0
Preventable Incident Rate
≤ 0.25 *
0.32
Preventable Collision Rate
≤ 0.50
0.75
Miles Between Road Calls
≥ 25,000
21,926
*data not yet available

8. West Central Region Key Performance Indicator Standard Contractual
Oct-18
FY19
On Time Performance
≥ 91% 
91.7%
93.0%
Excessively Late Trips
≤ 0.10%
0.03%
Excessively Long Trips
≤ 5%
4.2%
3.3%
Missed Trips
≤ 0.75%
0.47%
0.35%
Denials
≤ 0
Access to Work On Time Performance
94.6%
97.1%
Average Hold Time (Reservations)
≤ 120
101 93
Calls On Hold > 5 Min (Reservations)
8.8%
Calls On Hold > 5 Min (ETA)
5.2%
5.4%
Complaints Per 1,000 Trips
≤ 4.0
2.4
Preventable Incident Rate
≤ 0.25 *
0.09
Preventable Collision Rate
≤ 0.50
0.71
Miles Between Road Calls
≥ 25,000
36,441
*data not yet available

9. Abandoned Calls - Reservations
Oct-18
FY19
Total Calls
Abandoned Calls
Antelope Valley
9,748
1.7%
36,323
1.3%
Eastern
80,549
2.9%
305,965
Northern
49,580
1.6%
184,837
Santa Clarita
2,846
0.9%
13,346
1.0%
Southern
96,718
2.8%
365,414
2.5%
West Central
56,831
2.6%
214,679
296,272
1,120,564
2.4%

10. Highlights
Phase One of Online Reservations & Cancellations implemented
Eastern and West/Central Regions
Access staff attended Q’Straint Training in Florida
Access monitored trips to several special events:
Disability Pride Parade & Festival (Oct. 7)
15th Annual Wheelchair Wash & Health Festival in East LA (Oct.14)
Older Adult Transportation Expo at Cathedral of Our Lady of the Angeles (Oct. 26) in Los Angeles.

11. Highlights
Access staff attended an emergency tabletop exercise at Los Angeles County Public Works with several LA County departments, city and state officials, and the Army Corp of Engineers on Oct. 2
Access staff participated in the first City of Long Beach’s DAFN/Inclusionary Working Group Meeting on Oct. 25