Ridership by Provider Type

Total trips is the count of trips provided to registered Access-A-Ride clients in a given month. Total ridership includes the count of personal care attendants (PCAs) and guests who join clients on the trips. Ridership is presented by the type of provider:

  • Primary providers are the blue and white Access-A-Ride-branded vehicles, operated by contractors. They provide service in vehicles ranging from lift- and ramp-equipped vans to sedans.
  • Brokers provide for-hire vehicles and some accessible taxis.
  • E-Hails provide web- or app-based trip booking and furnish for-hire vehicles and metered taxis, including wheelchair accessible vehicles (WAVs).
  • Street Hails are services provided by the traditional yellow or green taxi vehicles, ordered by on-street flagging by customers who have been authorized for reimbursement.
  • All Others are mostly services provided by localized car services or livery providers in Staten Island, otherwise known as the Voucher Program.

On-Time Performance for Primary and Broker Providers

  • Pickup OTP compares promised to actual pickup time. It is measured on both 15-minute and 30-minute windows. Access-A-Ride’s goal is for 92% of all trips to arrive at the pickup location no more than 30 minutes after the promised timed.
  • Drop-Off OTP compares requested drop-off time to actual drop-off time for trips scheduled with a specific appointment time, such as a doctor visit. It is measured on a 5-minute window. Access-A-Ride’s goal is for 90% of appointment trips to arrive at the destination no more than 5 minutes after the requested time.

GPS tracking of broker trips began in August 2017.

Provider No-Shows Per 1000 Scheduled Trips for Primary and Broker Providers

The provider no-show rate measures the frequency with which primary providers do not arrive at the pickup location within 30 minutes of the promised time and the customer calls for replacement service. For broker providers, customers can call for replacement service after 15 minutes. Customer no-shows and no-fault no-shows are not included in this measure. No-fault no-shows are cases for which Access-A-Ride can not determine responsibility. Access-A-Ride’s goal is 3.0 or fewer no-shows per 1000 scheduled trips (0.3%).

GPS tracking of broker trips began in August 2017.

Ride Time Performance for Primary and Broker Providers

Actual vs Scheduled presents travel time variance. Filters allow users to get information on trips with characteristics more specific to individual travel patterns.

Average travel time presents the average actual trip duration by trip distance category.

GPS tracking of broker trips began in August 2017.

Customer Complaints Per 1000 Completed Trips

Customers can comment on Access-A-Ride service quality by phone, writing, website and, in the future, mobile application.The number of complaints is measured as a rate per 1000 completed trips.

Service Delivery, Driver and Vehicle complaints make up the Transportation Service Quality measure, for which Access-A-Ride’s goal is 3.0 or fewer per 1000 trips. Complaints about no-shows, lateness and long rides are combined in the Service Delivery category.

Non-Transportation Service Quality complaints regard the reservation process, the eligibility certification experience, customer service agent helpfulness and politeness, and all other complaints.

The phone number customers call to make complaints and other comments is the same, familiar number they use for reservations. Access-A-Ride reviews all complaints received and tries to resolve all specific customer concerns.

Call Center Performance

The Access-A-Ride Call Center performance is measured on the percent of calls that are answered and the average speed with which those calls are answered. The call center handles reservation and day-of service status calls from customers.

The goal for percent of calls answered is 95% and the goal for average answer speed is 60 seconds.

Mean Distance Between Failure (MDBF)
This measure reports how frequently car-related problems such as door failures, loss of motor power or brake issues, cause a delay of over five minutes. It is calculated by dividing the number of miles train cars run in service by the number of incidents due to car‐related problems. Due to statistical variations in the monthly figures this number is reported as a 12-month average.

Subway Car Passenger Environment Survey Key Performance Indicator (PES-KPI)
These indicators combine the results of surveys of a number of different aspects of subway car condition in three categories:

  • Appearance: Do the trains appear clean? Are they free of graffiti?
  • Equipment: Does the equipment work – the door panels, lighting, heat and air-conditioning?
  • Information: Is the Information helpful and appropriate? Are there maps, proper signage? Are the conductor’s announcements clear?

Due to statistical variations in the monthly surveys this number is reported as a 12-month average.

Wait Assessment (WA)
Measures how regularly the trains are spaced. To meet the standard, the headway (time between trains) can be no greater than 25% more than the scheduled headway. This provides a percentage of trains passing the standard, but does not account for extra service operated, is not weighted to how many customers are waiting for the trains at different stations, does not distinguish between relatively minor gaps in service and major delays, and is not a true measurement of time customers spend waiting on the platform. Peak hours are from 7am to 10am in the morning and 4pm to 7pm in the evening.

Terminal On-Time Performance (TOTP)
Measures how well trains keep to their schedule arrivals at their destination terminals. It is a legacy metric that is calculated as the percent of trains that arrive within 5 minutes of their scheduled arrival times. This provides a measure of trains arriving within the standard, and not a direct measure of customer travel time, particularly since relatively few customers travel all the way to the end of a line.