Attachment_Q_-_KPI_Revised_as_of_03-27-2024.pdf
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- Solicitation number
- 24-P-64AK
- Issued by
- Volusia County, Florida
About this file
The document is an Attachment Q - Key Performance Indicators (KPI) for Volusia County's Transit Management Request for Proposal (RFP 24-P-64AK), dated March 27, 2024, which outlines detailed performance standards for both Fixed Route and Paratransit transit services. The standards cover critical operational metrics including on-time performance, missed trips, preventable accidents, customer complaints, preventative maintenance, and staff qualifications, with each metric having an "Acceptable Minimum" and a "Goal" percentage or rate.
For Fixed Route Transit Services, the contractor must achieve 95-100% performance across various categories, including on-time departures within 5 minutes of scheduled time, limiting preventable accidents to 1.4 per 100,000 miles (with a goal of 1.2), and maintaining no more than 5 monthly contractor-related customer complaints (with a goal of 3). For Paratransit Services, the standards are even more stringent, with goals of 100% on-time passenger pickups within a 20-minute window, zero trip denials or missed trips, maintaining 1.9-2.5 passengers per vehicle revenue hour, and achieving zero preventable accidents and unresolvable customer complaints. The document is part of a comprehensive transit management contract that emphasizes high-quality, reliable public transportation service.
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Text version
Fixed Route Transit Service Performance Standards
Service Performance Standard
Acceptable Minimum
Goal
On-time performance. Service leaving the designated stop within 5 minutes of scheduled time during a one-month period.
95% 100%
Missed Trips – 10 minutes or more 95% 100%
Preventable accidents per 100,000 miles 1.4 1.2
Customer complaints per month (contractor related)
5 3
Preventative maintenance.
The Contractor shall ensure all vehicles are properly maintained, safe, and reliable.
95% 100%
Maintain records (as outline in Contractor Responsibilities) in all areas of the operation.
Including but not limited to all county, state and federal requirements.
100% 100%
Attachment Q - KPI Revised as of March 27, 2024 Tansit Mgmt RFP 24-P-64AK
Page 1 of 3 3/27/2024
Contractor adherence to minimum operators, field supervisor, dispatcher qualifications and training.
Contractor shall provide County with documentation of adherence to training and/or certification requirements.
100% 100%
Page 2 of 3 3/27/2024
Paratransit Service Performance Standards
Service Performance Standard Acceptable Minimum
Goal
On-time performance. Passenger pick- up within the 20-minute window of each and every scheduled pick up time
95%
100%
Paratransit trip denial 0 0
Paratransit trip missed 0 0
Passengers per vehicle revenue hour *1.9
*2.5
Maintaining approved trip levels pursuant to financial capabilities provided by the County
100% 100%
Preventable accidents per 100,000 miles
Customer complaints per month – unable to cure (contractor related)
Preventative maintenance (on-time) 95% 100%
*Average per month
Page 3 of 3 3/27/2024
File details come from the government source that posted it. Updated .