27-12-TAP Attachment B - Service Operation.xlsx

This is a service operation report for the Massachusetts Transportation Access Program (TAP) on-demand rideshare service, covering the contract period from August 1, 2025, through July 31, 2026. The report provides comprehensive operational metrics for the rideshare service serving Salem, Massachusetts, filtered by service requests with at least one wheelchair-accessible vehicle (WAV) seat requirement. The data encompasses driver hours, vehicle utilization rates, booking patterns, demand fulfillment, and ride request statuses across the 12-month period.

The report demonstrates significant operational activity, with net driver hours ranging from approximately 1,834 to 3,615 hours monthly, representing substantial service delivery capacity. Vehicle utilization metrics averaged between 4.12 and 4.46 revenue-generating hours per vehicle across the contract year, while productivity ranged from 4.65 to 5.04 completed rides per vehicle hour. Demand patterns show approximately 17,290 to 24,172 total demand pairs for Salem throughout the period, with on-demand bookings consistently representing the dominant booking type (ranging from 12,688 to 24,162 requests monthly) compared to pre-bookings. Service completion rates averaged approximately 78 to 88 percent of demand, with seat unavailability accounting for the majority of unmet requests (1,349 to 3,862 instances monthly), indicating capacity constraints during peak demand periods. The operational data reflects the service's role in providing accessible transportation to eligible TAP participants while identifying ongoing challenges in meeting full demand during high-utilization months.