Guidebook for Measuring, Assessing, and Improving Performance of Demand-Response Transportation (2008) / Chapter Skim
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Pages 30-40
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From page 30... ...
Using the performance data identified in Chapter 3, this chapter identifies the key performance measures selected for the Guidebook. While there are many different measures that can be used to evaluate DRT, it does not take a long list to capture the important aspects of performance.
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Passenger Trips per Revenue Hour Passenger trips per revenue hour measures the productivity of a DRT system. Many consider this the most important single measure of DRT performance, assessing the system's effectiveness.
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32 Guidebook for Measuring, Assessing, and Improving Performance of Demand-Response Transportation The type of DRT service -- particularly whether it functions as ADA paratransit or not -- also affects productivity, because ADA regulations have effective limits on the flexibility that a DRT system has to maximize shared riding. This also may mean a lower productivity.
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From page 33... ...
Operating Cost per Revenue Hour Operating cost per hour is generally considered the key cost-efficiency measure, assessing the financial resources needed to produce a unit of service, defined as an hour of revenue service. In other words, what does it cost the DRT system to put service on the street?
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From page 34... ...
34 Guidebook for Measuring, Assessing, and Improving Performance of Demand-Response Transportation Maintenance is another important cost center. Based on NTD data for the transit industry in general, vehicle maintenance may account for up to 20% of operating expenses.
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system may not be an attribute that passengers consider each day as they ride the DRT system, but safety is a dimension of customer service quality (4)
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36 Guidebook for Measuring, Assessing, and Improving Performance of Demand-Response Transportation "appointment" times. This would be a separate assessment, since only those trips with an appointment time would be included for this assessment.
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• Vehicle breakdowns or road calls, resulting from vehicle design issues or maintenance practices that do not keep vehicles in good working order; and • Passengers' habits (e.g., excessive dwell time because passengers are not ready to board upon vehicle arrival, use of wrong mobility aide)
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From page 38... ...
38 Guidebook for Measuring, Assessing, and Improving Performance of Demand-Response Transportation trip denial rate = total trip denials ÷ total number of requested trips advanced cancellation rate = total advance cancellations ÷ total number of reserved trips same day cancellation rate = total same-day cancellations ÷ total number of scheduled trips Missed-trips rate = total missed trips ÷ total number of scheduled trips Monitoring same-day cancellations is more important than advance cancellations from a service perspective, as these represent trips that are scheduled, but not taken. The same-day cancellation rate compares total same-day cancels to total scheduled trips.
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From page 39... ...
Complaint Rate In addition to monitoring and responding to complaints, some DRT systems measure and report their rate of complaints, by comparing the number of complaints received to service provided, such as total service complaints per 1,000 passenger trips. The denominator may be total passenger trips completed or it may be total trips scheduled.
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From page 40... ...
DRT is the grouping of passengers with similar trip patterns -- ride sharing -- to maximize productivity. If passengers' travel times are short, comparable to travel by private vehicle, it indicates that the scheduling function has not achieved much ride-sharing.
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