Attachment_E_On_Time_Performance_Standards.pdf
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- Attached to
- Breeze Transit Service Provider
- Solicitation number
- 252689MM
- Issued by
- Sarasota County, Florida
About this file
Attachment E is a detailed document outlining On-Time Performance Standards for a transportation service, likely related to ADA (Americans with Disabilities Act) transportation services. The document comprehensively defines various trip statuses, on-time performance terms, and service key performance indicators (KPIs) for a transportation provider. These standards cover the entire trip lifecycle, including reservations, pick-up and drop-off windows, cancellations, and trip completion metrics.
The performance standards establish precise expectations for the transportation service provider, with specific benchmarks for service quality. Key performance standards include: 95% met demand, 99% completed rides, utilization greater than 3.5 completed requests per driver hour, productivity over 3.9 completed requests per revenue hour, missed trips under 0.5%, and zero denied trips for ADA transportation. The standards also specify tight timing requirements, such as pick-up and drop-off times within 5 minutes of requested time and total ride duration under 30 minutes. These metrics are designed to ensure reliable, efficient, and customer-focused transportation services with minimal disruptions or service failures.
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Text version
ATTACHMENT E
On-Time Performance Standards
Attachment E - Page 1 of 3
Trip Status Term Definition
Cancellation When cancelled the day before the date of service or earlier.
Same Day Cancellation
When cancelled the same day a trip is scheduled for pick-up, but more than three hours before the scheduled pick-up time.
Late Cancellation When cancelled less than three hours before the scheduled pick-up time.
No Show When the driver arrives at the pick-up location within the pick-up window and rider does not board. The driver must be at the correct location, a good faith effort must be made to locate the rider, and the driver must wait five minutes following notification to the customer of the driver’s arrival.
No Fault No Show When the customer is a no-show as stated above but applies if there is a situation that prevents the customer from contacting reservations, such as inclement weather, hospitalization, medical appointment cancellation, or any situation out of the customer’s control.
Completed When the passenger is picked up at the requested location and transported to the requested location. Completion status is independent of on-time performance measures. i.e. a trip can be completed but have a OTP for the pick-up window of Very Early and an OTP for the drop-off window of Late
Missed When the trip is not completed due to the error of the service provider including:
Failure to Arrive – The vehicle never shows up for a scheduled pick-up.
Late Arrival Beyond Window – The vehicle arrives outside the scheduled pickup window
Operational or Dispatch Errors – Mistakes in scheduling, dispatching, or communication that prevent the trip from occurring.
Vehicle Breakdown or Driver Shortage – Mechanical failures or staffing issues prevent the trip from happening.
Attachment E - Page 2 of 3
Trip denial The provider is unable to provide a trip within the requested time’s ADA negotiation window o If ADA trips that are waitlisted are not assigned to a manifest by 5 pm the day prior to the requested time, the trip is a denial, even if the trip is completed.
o If ADA trips that are waitlisted are assigned outside of the original request negotiation window, the trip is a denial, even if the trip is completed
On-Time Performance Term
Definition
Depart-at reservation A reservation where the passenger requests to be picked up at a specified time with an estimated drop-off time at their requested destination
Arrive-by reservation A reservation where the passenger requests to be dropped off at a specified time with an estimated pick-up time at their point of origin. An arrive-by reservation’s drop-off window cannot extend beyond the requested arrive-by time.
Pick-up window The 30-minute window a passenger is given at the time of reservation when he/she can expect the driver to arrive at the requested pick-up location.
Very early pick-up A passenger is picked up more than 30 minutes before the communicated pick-up window.
Early pick-up A passenger is picked up within 30 minutes before the communicated pick-up window.
On-time pick-up Passenger is picked up within the communicated pick-up window
Late pick-up A customer is picked up within 30 minutes after the communicated pick-up window.
Very Late pick-up A customer is picked up more than 30 minutes after the communicated pick-up window.
Drop-off window The 30-minute window before the requested or communicated drop-off time a passenger is given that he/she can expect to be dropped off.
Very early drop-off A passenger is dropped off more than 30 minutes before the communicated drop-off window.
Attachment E - Page 3 of 3
Early drop-off A passenger is dropped off within 30 minutes before the communicated drop-off window.
On-time drop-off Passenger is dropped off within the communicated drop off window
Late drop-off A customer is dropped off within 30 minutes after the communicated drop-off window.
Very Late drop-off A customer is dropped off more than 30 minutes after the communicated drop-off window.
Service KPI Standard To Be Met
Definition
Met Demand 95% ([COMPLETED]+[ CANCEL] [NO-SHOW], [LATE
CANCEL]) / [ALL REQUESTS]
Completed Rides 99% [COMPLETED TRIPS] / [ACCEPTED PROPOSALS]
Utilization >3.5 [COMPLETED REQUESTS] / [DRIVER HOURS]
Productivity >3.9 [COMPLETED REQUESTS] / [REVENUE HOURS]
Missed Trips <.5%
Denied Trips 0 This applies to ADA trips only, though all trips will have a Denied status.
Time Requested Or Communicated To The Passenger:
>-5 AND
<5 minutes
[PICK UP TIME] TO [ACTUAL PICK UP]
>-10 AND
<0 minutes
[DROP OFF TIME] TO [ACTUAL DROP OFF]
<30 minutes
[ACTUAL PICK UP] TO [ACTUAL DROP OFF] (RIDE
DURATION)
File details come from the government source that posted it. Updated .