RID 2.25.11 - Key Performance Indicators.pdf
PDF 161 KB Posted
- Attached to
- RFP 99-25 The RIDE Access Center ("TRAC")
- Solicitation number
- BD-26-1206-MBTA-MBTA-121335
- Issued by
- Suffolk County, Massachusetts
About this file
This document is a Key Performance Indicators (KPIs) specification for TRAC (likely a transportation service provider) in relation to the Massachusetts Bay Transportation Authority (MBTA). The KPIs are categorized into four primary performance areas: Safety, Reliability, Efficiency, and Customer and Partner Relations, with specific measurable targets for each category.
The safety performance targets include zero fatalities, no more than 27 annual injuries, and specific injury and safety event rates per million vehicle road miles. Reliability targets mandate 92% on-time performance, with strict guidelines for pickup and drop-off times. Efficiency is measured by a 1.12 productivity metric, while Customer and Partner Relations are evaluated through complaint rates, response times, and call center performance standards. TRAC is responsible for ensuring data integrity and accurately reporting these KPIs to the MBTA, with metrics that cover various aspects of transportation service quality and operational excellence.
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Text version
RID 2.25.11: KEY PERFORMANCE INDICATORS
These Key Performance Indicators (KPIs) are focused by category on Safety, Reliability, Efficiency, Customer and Partner Relations. TRAC is responsible for ensuring data integrity to enable accurate reporting of KPIs to the MBTA.
i. Safety Performance Targets:
a. Zero Fatalities
b. No more than 27 injuries annually
c. 2.27 injuries per million vehicle road miles
d. No more than 20 Safety Events annually. Safety Events are incidents that meet National
Transit Database major reporting thresholds criteria.
e. 1.74 Safety Events per million vehicle road miles
ii. Reliability Performance Targets:
a. 92% On-time Performance.
b. No pickups more than an hour after the scheduled pickup time. TRAC shall report the late pickup rate per 1,000 trips in 30-minute increments after the scheduled pickup time.
c. No drop-offs more than 30 minutes after the scheduled drop-off time. TRAC shall report the late drop-off rate per 1,000 trips in 30-minute increments.
iii. Efficiency Performance Targets:
a. 1.12 Productivity.
iv. Customer and Partner Relations Performance Targets:
a. One monthly complaint per 1,000 trips for TRAC performance
b. 1.2 monthly validated complaints per 1,000 trips for DSP performance
c. 1.5 monthly validated complaints per 1,000 trips for NDSP performance
d. No initial responses per 1,000 trips that exceed the Complaint Response Time standards set in Exhibit X
e. 0.3 late final responses per 1,000 trips in excess of the Complaint Response Time standards set in Exhibit X
f. 90% of calls to TRAC Reservations answered within 120 seconds
g. 90% of calls to TRAC Dispatch answered within 120 seconds
File details come from the government source that posted it. Updated .