1. Potential Changes to Access’ Key Performance Indicators
TPAC Meeting
September 14, 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 calls
Missed trips
Excessive travel time
Preventable incident rate
Miles between roadcalls
Implementing a standard for ETA calls had the biggest positive reaction by the CAC
Missed trips include circumstances where the:
Vehicle doesn’t arrive
Vehicle arrives outside of on-time window; rider isn’t present or cancels trip
Vehicle fails to dwell 5 minutes and leaves
Excessive travel time is calculated by putting all completed trips into Metro’s trip planner and the trip time is compared to the time it would have taken on the fixed-route network. If the trip actually took more than 20 minutes longer than fixed-route, it is considered excessive
The preventable incident rate looks at all non-collision incidents, such as falls boarding or alighting the vehicle
Miles between roadcalls is an industry standard for measuring the effectiveness of the agency’s vehicle maintenance program

6. KEY PERFORMANCE INDICATOR ACTUAL PERFORMANCE AUGUST 2017
KPI Summary
KEY PERFORMANCE INDICATOR
CURRENT STANDARD
ACTUAL PERFORMANCE AUGUST 2017
PROPOSED STANDARD
On-time performance
91.0%
91.4%
Late 4 trips (excessively late trips)
0.10%
0.05%
Missed trips NA
0.68%
0.75%
Complaint rate (per 1,000 trips)
4.0
4.6
Calls on hold > 5 minutes – reservations
5.0%
4.5%
Calls on hold > 5 minutes – ETAs
33.2%
10.0%
Average initial hold time – reservations – in seconds
120 99
Excessive travel time
3.9% 
Denials - reservations
1.00%
 0.25%
0.00%
Miles between roadcalls*
32,062
25,000
Preventable collision/incident rate (per 100,000 miles)
0.92
0.75
*Miles between roadcalls data is for July 2017

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

8. Next Steps Board of Directors in September 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