PL 004 ADDITIONAL DATA.xlsx

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Attached to
NEMT MEDICAL TRANSPORTATION
Solicitation number
5400029919
Issued by
Richland County, South Carolina

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Written by GovTribe AI ·

This file contains call center performance data and public transportation provider metrics for South Carolina's Non-Emergency Medical Transportation (NEMT) program for fiscal year 2024-2025. The data tracks operational performance across two service categories: standard call center operations and after-hours call center operations, along with utilization statistics for various public transportation providers serving three regional service areas comprising 114 total transportation providers distributed across South Carolina's counties.

The call center data demonstrates consistent operational performance across the 12-month period from July 2024 through June 2025, with 594,282 total calls processed at an average answer speed of 37 seconds and an overall abandonment rate of 1.03 percent. After-hours operations handled 30,430 calls with a 27-second average answer speed and 1.60 percent abandonment rate. Public transportation provider data indicates significant utilization of PT CARTA 31-day passes (4,358 total passes), PT Greenlink Transit 30-day passes for Greenville (530 passes), and PT PDRTA 30-day passes for Florence (306 passes), with other regional providers contributing substantially to the overall transportation network. Region 2 comprises the largest service area with 42 transportation providers, followed by Region 3 with 49 providers, and Region 1 with 23 providers, collectively serving eligible NEMT participants across the state.

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Call Center Volumes

PL 004 ADDITIONAL DATA
FY 2024-2025
MONTHActual Number of CallsAverage
Answer SpeedNumber
AbandonedPercent AbandonedAverage Time

On Hold Before

AbandonmentAverage
Talk TimeAvg Phone

Calls Daily (SC) Average Number of Calls Abandoned Daily Average Time On Hold

Jul-2452,18800:418251.58%02:4305:271,6832701:18
Aug-2453,39600:467981.50%02:0105:192,9664401:25
Sep-2449,89000:446731.35%02:0905:292,9354001:30
Oct-2453,53800:406431.20%02:1505:232,8183401:26
Nov-2444,88400:528531.91%02:1305:252,4944701:34
Dec-2443,62300:384050.93%01:4105:212,4242301:29
Jan-2551,77200:343930.76%01:0205:192,7252101:27
Feb-2548,37600:323680.76%01:1805:072,8462201:25
Mar-2551,51200:282850.56%01:3704:583,0301701:20
Apr-2549,50300:292710.55%00:4105:012,6051401:10
May-2548,34500:292720.56%00:4905:032,6861501:05
Jun-2547,25500:313210.68%00:4405:082,7801901:09
TOTAL594,28200:376,1071.03%01:3605:152,6662701:21

After Hours Call Center Volumes

AFTER HOURS-SFY 2025
MONTHActual Number of CallsAverage
Answer SpeedNumber
AbandonedPercent AbandonedAverage Time

On Hold Before

AbandonmentAverage
Talk TimeAvg Phone

Calls Daily (SC) Average Number of Calls Abandoned Daily Average Time On Hold

Jul-242,84000:29672.36%02:1105:33142301:21
Aug-242,66400:27491.86%01:2305:36148301:16
Sep-242,42600:36431.79%01:3705:46143302:01
Oct-242,65100:28441.67%02:3005:42140201:38
Nov-242,42300:36662.75%02:2205:37135402:03
Dec-242,52800:24431.72%01:3705:51140201:49
Jan-252,81100:26421.51%01:0405:30148201:09
Feb-252,19000:24200.92%01:4705:23129101:11
Mar-252,46500:19271.11%02:2205:19145200:52
Apr-252,52200:23281.12%01:4705:09133100:45
May-252,57600:22240.94%01:3505:09143101:06
Jun-252,33400:27331.44%01:2105:10137201:19
TOTAL30,43000:274861.60%01:4805:29140201:22

Public Transportation

ProviderJul-24Aug-24Sep-24Oct-24Nov-24Dec-24Jan-25Feb-25Mar-25Apr-25May-25Jun-25TOTAL
Optimum Healthcare LLC DBA Optimum Trans220000132947262023162
PT CARTA 31 Day Pass4224323443883443543763383623643582764,358
PT CMRTA 31 Day Pass2000000000002
PT CMRTA All Day Pass0000000060006
PT Greenlink Transit 1 Day(Greenville)0020000000002
PT Greenlink Transit 30 Day (Greenville)545448505052484628282844530
PT PDRTA 30 Day (Florence)262824282626262426262818306
PT PDRTA All Day (Florence)0000000000268

TP's Per Region

Region 1= 23 TP’s
Abbeville
Anderson
Cherokee
Edgefield
Greenville
Greenwood
Laurens
McCormick
Oconee
Pickens
Saluda
Spartanburg
Region 2 = 42 TP’s
Aiken
Allendale
Bamberg
Barnwell
Calhoun
Chester
Clarendon
Fairfield
Kershaw
Lancaster
Lee
Lexington
Newberry
Orangeburg
Richland
Sumter
Union
York
Region 3 = 49 TP’s
Beaufort
Berkeley
Charleston
Chesterfield
Colleton
Darlington
Dillon
Dorchester
Florence
Georgetown
Hampton
Horry
Jasper
Marion
Marlboro
Williamsburg

File details come from the government source that posted it. Updated .