1. Potential Changes to Access’ Key Performance Indicators
CAC Meeting
August 8, 2017
Potential Changes to Access’ Key Performance Indicators

2. Key Performance Indicators (KPIs)
Measure the effectiveness and efficiency of the service
Analyze how Access stacks up against past performance
Review how Access stacks up against the industry
Monitor how each contractor is doing versus standards in the contract

3. Existing KPIs On-time performance – target = 91% or better
Late 4s (excessively late trips) – target = 0.10% or less
Average initial hold time (reservations) – target = 120 seconds or less
Calls on hold over five minutes (reservations) – target = 5% or less

4. Semi-official KPIs Trip Denials – target = 1% or less
Complaint rate – target = 4 per 1,000 trips or less
Preventable collision rate – target = 0.5 per 100,000 miles or less

5. Recommended KPIs (NEW)
Calls on hold over five minutes – ETA and cancellation calls
Missed trips
Preventable incident rate
Miles between roadcalls
Excessive travel time

6. KEY PERFORMANCE INDICATOR ACTUAL PERFORMANCE JUNE 2017
KPI Summary
KEY PERFORMANCE INDICATOR
CURRENT STANDARD
ACTUAL PERFORMANCE JUNE 2017
PROPOSED STANDARD
On-time performance
91.0%
91.8%
Late 4 trips (excessively late trips)
0.10%
0.05%
Missed trips NA
0.56%
0.50%
Complaint rate (per 1,000 trips)
4.0
4.3
3.0
Calls on hold > 5 minutes – reservations
5.0%
4.4%
Calls on hold > 5 minutes – ETAs
16.7%
Calls on hold > 5 minutes – cancellations
5.4%
Average initial hold time – reservations – in seconds
120 79
Excessive travel time
3.8% 
Denials - reservations
1.00%
 0.23%
0.00%
Miles between roadcalls
32,465
25,000
Preventable collision rate (per 100,000 miles)
0.50
0.76
Preventable incident rate (per 100,000 miles)
0.22
0.25

7. Impact to Contractors
Three KPIs and corresponding liquidated damages (LDs) are included in the current contracts:
OTP, Late 4’s and Preventable Collision Rate
New West/Central contract includes nine KPIs
Remaining KPIs will be added to contracts over next few years
LDs calculated quarterly and fall into three tiers based on contractor’s performance versus standard

8. Next Steps TPAC in September 2017
Board of Directors in September/October 2017
Include in board box, internal reports, and regular updates at CAC and TPAC meetings
Add requirements & associated liquidated damages to contracts as they are amended or issued