Sections: Patronage/Mobility  |   Reliability   |   Safety   |   Customer Service   |   STAR Service   |   Definitions   |   STAR Definitions

Patronage/Mobility

Reliability

Safety

Customer Service

STAR Service

Definitions

Total Riders: Includes fixed route, STAR, NX, cash fare, Navigator, contracts (primarily UA), employees, and special events/trolley.

Fixed Riders: Includes fixed route, NX, cash fare, Navigator, contracts (primarily UA), employees, and special events/trolley.

On-Time Performance: System Wide OTP Percentage. The percentage of departures that occurred between 5 minutes late and 1 minute early. This is calculated across all time points in all routes in the system except at the last time point of a route, which calculates On-Time as between 5 minutes late and 15 minutes early. Departures more than 30 minutes late or more than 15 minutes early are excluded along with School Trips, Shopping Trips, and NX routes.

PMI – Not on Time: A Preventive Maintenance Inspection (PMI) is a routine (periodic) service and examination of the vehicle to identify potential defects before they fail. This measure is the work orders completed within 500 miles before and 500 miles after the scheduled mileage (6,000), divided by the number of PMI’s done for the month.

Missed Trips: Collected by dispatchers and aggregated by administration. This includes missed trips due to mechanical issues and operator availability.

Scheduled Work: Unscheduled work is anything identified during a driver vehicle inspection or caused by a breakdown. Scheduled work is anything else (primarily as a result of a PMI). This metric is the radio of scheduled work to unscheduled work.

MDBSI: Mean distance between service interruptions. Total Miles Operated divided by number of service interruptions. A service interruption is defined as Incident, accident, operator running late, traffic delays, tire issues, etc., causing a service interruption (delay) of 5 minutes or more.

Preventable Accidents: An accident is considered preventable if it is due to an operator’s failure to drive in a safe and professional manner. Accident categorizations may experience minor fluctuations after the fact for the prior month (after this report is generated).

Non-Preventable Accidents: An accident is considered non-preventable if the operator did everything that is reasonably expected of a defensive driver to avoid the accident. Accident categorizations may experience minor fluctuations after the fact for the prior month (after this report is generated).

Percent Days Not Worked: Total workdays scheduled in the Maintenance and Transportation departments divided by the total number of days not worked. Days not worked can be due to disability/workman’s compensation, disqualification, excused time, FMLA, leave of absence, missed/late time, sick leave, suspension, or unexcused absences.

Fixed/Shuttle Complaints: Any comments/complaints related to our regular route network, including the Northway Xpress. These are generally related to the on-street service expectations of our customers, from operator conduct to on-time performance.

Other Complaints: This category is for comments tied to any claims, service requests, fare disputes, or anything related to STAR.

Complaints Not Addressed in 10 Days: Comments are submitted, reviewed, assigned, and investigated by division. Once investigation is complete and customer is contacted (if requested), complaint is “addressed”.

Website Page Views: This measures how many times someone has viewed an entire page including all text, images, etc. Alternatively, visits are defined as a series of hits from any particular address (source location). If any two hits are separated by 30 minutes or more, typically two visitors are counted.

STAR Definitions

STAR Riders: Actual (not scheduled) ridership, including personal care assistants and other passengers.

STAR On-Time Performance: Percentage of bookings which were on-time for both their pick-up and, where applicable, their drop-off. A pick-up is considered on-time if the vehicle arrives no more than 10 minutes after the pick-up scheduled time. If the booking has a drop-off scheduled time (such as in the case of a doctor's appointment), the vehicle must also arrive at the drop-off no later than that scheduled time to be considered on time. If the booking has no drop-off scheduled time, then the drop-off is not considered for on-time performance. In instances where the vehicle arrived at the pick-up, but the client did not take the trip (such as no-shows, missed trips and cancels-at-door), on-time performance is only judged by pick-up arrival time since the drop-off cannot be performed. Only considers trips for which data entry is complete and has passed a quality check. This data is one month behind all other data.

STAR Trip Denials: Trips which meet the FTA definition of a trip denial. This means all trips which were scheduled over an hour before or after the original requested time. Excludes same-day dispatching.

STAR Reservation Calls in Queue Over 5 Minutes: Count of times customers had to wait for over five minutes before being connected with a STAR reservationist after selecting to do so.

STAR Customer Comments/Complaints: Number of comments or complaints related to STAR service.

STAR Applications Received: Counts every client whose application has been received and entered in Trapeze