Community Advisory Committee August 10, 2021 Operations Update
This update includes statistics on vehicle and passenger trips completed, reservation and ETA calls answered, performance report card details, quality assurance observations, and recent program highlights. Learn about contract extensions, new programs, and key personnel changes. Stay informed on the latest developments within the community.
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Presentation Transcript
Operations Update Community Advisory Committee August 10, 2021
Statistics 20- June 21-June FY21 Vehicle Trips Completed 109,737 173,998 1,728,683 Passenger Trips Completed 136,221 223,657 2,156,259 Reservation Calls Answered 102,610 150,333 1,487,098 ETA Calls Answered 24,699 35,794 356,662 WMR ETAs Requested 122,756 185,071 1,727,842
Performance Report Card Standard 91% 0.10% 5% 0.75% 0 94% 120 5% 10% 4.0 0.25 0.50 25,000 Jun-21 92.0% 0.06% 2.4% 0.35% 1 98.0% 51 1.5% 1.3% 3.0 0.31 0.27 56,741 FY21 92.6% 0.07% 0.5% 0.36% 4 97.8% 52 2.2% 1.5% 2.5 0.15 0.50 64,040 Key Performance Indicator On Time Performance Excessively Late Trips Excessively Long Trips Missed Trips Denials Access to Work On Time Performance Average Hold Time (Reservations) Calls On Hold > 5 Min (Reservations) Calls On Hold > 5 Min (ETA) Complaints Per 1,000 Trips Preventable Incidents Preventable Collisions Miles Between Road Calls
Quality Assurance Last Hour Observations Calls are reviewed during the last business hour to ensure agents are not disconnecting the line. TTY (TeleTYpe), TDD (Telecommunications Device for the Deaf) Test calls are made to this line to ensure it is working properly and being answered in a timely manner. ETA These calls are reviewed to ensure the vehicle number, location of the vehicle and an estimated time of arrival is given.
Highlights The contracts for Eastern and Santa Clarita service regions were extended during the June 21, 2021 board meeting. The Parents with Disabilities Program is set to launch in August in all service regions. Keolis has a new General Manager in the Antelope Valley Region.
