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Operations Update Transportation Professionals Advisory Committee (TPAC) September 12, 2019

This update provides performance statistics and comparisons for different regions, including trip decreases and increases, on-time performance issues, driver attrition, IT challenges, and corrective action plans.

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Operations Update Transportation Professionals Advisory Committee (TPAC) September 12, 2019

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  1. Operations Update • Transportation Professionals Advisory • Committee (TPAC) • September 12, 2019

  2. Statistics *not yet final

  3. FY18 and FY19 Comparison

  4. Performance Report Card- System Wide • *not yet final

  5. Antelope Valley Region • *not yet final

  6. Antelope Valley Region • Trip decrease from last year: 1.4% • 1. OTP and Excessively Late Trips: • Driver attrition is an issue and recruitment is ongoing. • Experienced operational delays based on a brush fire and police activity in the region. • New transfer point schedule adjustments. • 2. Calls on Hold > 5 minutes Reservations: • Call Center transitioned from Los Angeles to Lancaster. • 3. Preventable Incident Rate: • Coached drivers on best practices based on each of the 3 incidents.

  7. Eastern Region • *not yet final

  8. Eastern Region • Trip increase from last year: 3% • 1. On Time Performance, Excessively Late Trips, and Missed Trips: • Contractor reevaluating performance peak plan for adjustments. • Driver attrition and recruitment challenges. • Contractor experienced IT issues in August that affected their software and performance. Access has requested a corrective action plan to minimize service disruptions. • 2. Denial: • Contractor coached the CSR that caused the denial. • 3. Calls on Hold > 5 min Reservation: • The call center received more calls than usual.

  9. Northern Region • *not yet final

  10. Northern Region • Trip increase from last year: 4.1% • Average Hold Time (Reservations), Calls On Hold > 5 Min (Reservations): • Contractor is working with their call center schedules to make adjustments to meet peak hour demand.

  11. Santa Clarita Region • *not yet final

  12. Santa Clarita Region • Trip increase from last year: 22% • Excessively Late Trips: • Contractor spoke to dispatch and drivers to educate on proper protocol when running late.

  13. Southern Region • *not yet final

  14. Southern Region • Trip increase from last year: 8% • Denial: • Contractor coached the CSR that caused the denial. • 2. Preventable Collision Rate: • Contractor is working with the safety team to improve performance.

  15. West Central Region • *not yet final

  16. West Central Region • Trip increase from last year: 7.2.% • 1. On Time Performance,Excessively Late Trips, and Missed Trips: • Contractor reevaluating performance peak plan for adjustments. • Driver attrition and recruitment challenges. • Contractor experienced IT issues in August that affected their software and performance. Access has requested a corrective action plan to minimize service disruptions. • 2. Calls on Hold > 5 min Reservation & ETA: • The call center received more calls than usual. • 4. Preventable Collision Rate: • Contractor is working with the safety team to improve performance.

  17. Abandoned Calls - Reservations • *not yet final

  18. Excessively Long Trips • *not yet final

  19. Highlights • Call Center Manager, Georgina Gomez, from Global Paratransit, was awarded the Joe King Memorial Scholarship. • Jerry Walker Commitment to Quality Service Award 2019 has been identified. • Access received six new cutaway vehicles: • Antelope Valley Region received four • Santa Clarita Region received two

  20. Thank you for joining us.

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