1. Accessing Provider Scorecard
Step 1: Please use one of the following internet browsers: Chrome, Firefox, or Internet Explorer version 11.
Go to in your web browser.
Login using the username and password you use for the Payment Services web site
If you do not have a username and password for our Payment Services web site, please click on “Sign-Up Here.”

2. Accessing Provider Scorecard
Step 2: Click on the Provider Scorecard application (see red box below). z

3. Accessing Provider Scorecard
Step 3: Click on the desired time period and a .pdf scorecard will download to your PC.
(Please note that reports will appear only after the relevant number of days, and weeks, etc., has passed.) IL

4. Accessing Provider Scorecard
Step 4: Open the downloaded file and view your performance. (If the file does not open, install Adobe Acrobat reader from

5. Accessing Provider Scorecard
Category
Term
New Scorecard Definition
Dispatch Efficiency
Estimated Time of Arrival
Initial ETA/Total Number Accepted Dispatches in Contracted Coverage Area
Actual Time of Arrival
ATA/Total Number Arrival Count (arrival count based on Roadsmart, Prolink, and CTL count)
On-Time Performance
CTL + Roadsmart/Prolink Counts/Total number of accepted dispatches within coverage area
Acceptance Percentage
Total number of accepted dispatches in coverage area/(dispatch requests in coverage area-number of hard rejects as defined)
Cancellation Percentage
Total Number of Dispatches Cancelled by Provider / Total Number Accepted Dispatches (both in and out of coverage area)
Market Intelligence
Overall Dispatch Volume in Coverage Area
Total Number Accepted Dispatches in Contracted Coverage Area + Total Number Rejected Dispatches in Contracted Coverage Area
% Market Share in Coverage Area
(Total Number of Accepted Dispatches in Contracted Coverage Area-Total Number Cancelled Dispatches in Coverage Area)/ Overall Dispatch Volume in Contracted Coverage Area
Volume of Rejected Dispatches
Total number of rejects excluding hard rejects as defined in requirements
Total Value Rejected Dispatches
Total Estimated Amount*Total Number of Rejected Dispatches (only soft rejects types to be included in this metric)
Estimated Value Rejected Dispatches
Total Estimated Amount/Total Number of Rejected Dispatches with an Estimated Amount (only using soft rejects)
Payment Performance
Web Payment Submission
Total Web Pay Count/Total Invoice Pay Count + Total Web Pay Count
Supplements Charged
Total Number of claims with Supplements/(Total Invoice Pay Cuont + Total Web Pay count)
Total Amount of Supplements
Total Value of Claims with Supplements
Dispatches Paid by Credit Card
Total Number of Dispatches paid by Credit Card
Claims with Damages
Total Number of Damages
Cost of Damages
Total Value of Damages
Total Amount Paid by Credit Card
Total Value of Dispatches paid by Credit Card
Step 5: Review the last page of the scorecard to learn how each metric was calculated.