RIDE
Contractor: VETERANS TRANSPORTATION SERVICES
RIDE
Service Area: Arlington, Bedford, Belmont, Boston, Brookline,
Burlington,
Cambridge, Concord, Lexington, Lincoln, Medford,
Newton,
Somerville, Waltham, Watertown, Weston,
Winchester,
and Woburn
Reporting
Period:Feb-16
Date:
03/23/2016
REQUIRED
INFORMATION
Passengers
Served/Hour Current Month 1.44 Previous Month 1.47 Cumulative FY to date 1.44
Trips
Requested Current Month 78,756 Previous Month 79,414 Cumulative FY to date 656,493
Trips
Scheduled Current Month 78,756 Previous Month 79,414 Cumulative FY to date 656,493
Trips
Completed Current Month 56,078 Previous Month 58,618 Cumulative FY to date 487,491
Trips
Not Available Current Month 0 Previous Month 0 Cumulative FY to date 0
%
Trips Not Available Current Month 0.0% Previous Month 0.0% Cumulative FY to date 0.0%
Trips
Cancelled Current Month 18,057 Previous Month 16,159 Cumulative FY to date 132,595
%
Cancelled Current Month 22.9% Previous Month 20.3% Cumulative FY to date 20.2%
No
Shows Current Month 4,528 Previous Month 4,555 Cumulative FY to date 35,500
%
No Shows Current Month 5.7% Previous Month 5.7% Cumulative FY to date 5.4%
Late
> 30 Minutes Current Month 1,005 Previous Month 922 Cumulative FY to date 10,705
Missed
Trips Current Month 93 Previous Month 82 Cumulative FY to date 907
Trips
> 60 min per zone Current Month 1079 Previous Month 1204 Cumulative FY to date 11,327
Transfers
Completed Current Month 4,159 Previous Month 4,404 Cumulative FY to date 36,900
Accidents
(at fault) Current Month 9 Previous Month 9 Cumulative FY to date 68
Accidents
(not at fault) Current Month 44 Previous Month 41 Cumulative FY to date 292
Incidents
Current Month 44 Previous Month 51 Cumulative FY to date 372
Same
Day Requested Current Month 6,041 Previous Month 6,545 Cumulative FY to date 50,491
Same
Day Completed Current Month 3,386 Previous Month 3,614 Cumulative FY to date 27,771
%
Same Day Completed Current Month 56.1% Previous Month 55.2% Cumulative FY to date 55.0%
Same
Day Not Completed Current Month 2,655 Previous Month 2,931 Cumulative FY to date 22,720
%
Same Day Not Completed Current Month 43.9% Previous Month 44.8% Cumulative FY to date 45.0%
Vendor
Veterans, Drivers 294*, Site Supervisors 15, Road Supervisors 9, Operations
Supervisors 8
*
48 Are Taxi-RIDE Drivers (FTE)
VTS
Complaint
Summary - February 2016
#
of Complaints: 129
All
complainants contacted with explanation and apology, as appropriate.
1.
Difficulty in Getting a Ride 1
Letter
of explanation/apology sent.
2.
Condition of Vehicle 0
3.
Comfort of Ride 2
Letters
of explanation/apology sent.
4.
Promptness of Pickup or Dropoff 34
Letters
of explanation/apology sent.
5.
Scheduling Problem 12
Letters
of explanation/apology sent.
6.
Dispatcher Problem 5
Letters
of explanation/apology sent.
7.
Problem with Reservationist 1
Letter
of explanation/apology sent.
8.
Problem with Telephone 11
Letters
of explanation/apology sent.
9.
Problem with Driver 30
Letters
of explanation/apology sent.
11
drivers coached.
3
drivers given verbal warning.
1
driver given written warning.
1
driver suspended.
10.
Problem with TREC process 0
11.
Other 33
Letters
of explanation/apology sent.
11.
Compliments 39
12
Dispatch Compliments.
21
Driver Compliments.
6
Reservationist Compliments.
AACT REPORT
RIDE CONTRACTOR: GLSS TRANSPORTATION
Reporting Period: February 2016
The North Service Area is served by Greater
Lynn Senior Services, Inc. The service area is comprised of the City of Boston,
its suburbs and the communities of Beverly, Brookline, Cambridge Chelsea,
Danvers, Everett, Lynn, Lynnfield, Malden, Marblehead, Melrose, Middleton,
Nahant, Peabody, Reading, Revere, Salem, Saugus, Somerville, Stoneham,
Swampscott, Topsfield, Wakefield, Wenham, Wilmington and Winthrop.
Greater
Lynn Senior Services (GLSS) had 79,869 trip requests and 0 not availables. The
not available rate for GLSS was 0.0 percent. GLSS scheduled 79,869. There were 18,106
trips cancelled, for a cancellation percentage of 22.7 percent. GLSS had 5,273 trips
that were no shows for a percentage of 6.6. GLSS completed a total of 56,398 trips
with 1,133 being late greater than 30 minutes. 92 trips were missed. A total of
967 trips were more than 60 minutes long. GLSS had 8,092 Same Day Requests of
which 2,405 were accommodated with a 29.7 percentage. There were 14 at fault
accidents, 139 not at fault accidents and 57 Incidents. GLSS completed 971 transfers with other
vendors. GLSS completed 4,284 Direct Transfers.
GLSS
received 64,152 total calls for the month of February. The average hold time
was thirty four seconds. The longest hold time was twenty two minutes and ten
seconds. The longest wait time to be answered was twenty seven minutes and two
seconds. GLSS had 2,377 calls that were
abandoned.
February
2016 Complaint/Compliment Summary
Total complaints
received: 93 from 55 passengers
Type # received
1 Comfort of RIDE 4
2 Vehicle
condition 0
3 Difficulty
getting a ride 2
4 Problem
with Dispatch 10
ญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญญ
5 Other 8
6 Problem
with a driver 20
7
Problem
with telephone 2
8 Promptness
of pick-up/drop off 29
9 Scheduling
problem 14
10
Problem with reservationists
4
11 Problem with TREC 0
*Compliments 12
All complaints for
the month have been investigated and responses sent to complainants.
Drivers 297
Road Operations
Supervisor 10
Site
Supervisors 5
The Southwest Service Area is served by National Express Transit The Ride (NEXT). The service area is comprised of the City of Boston and communities of Braintree, Canton, Cohasset, Dedham, Dover, Hingham, Holbrook, Hull, Medfield, Milton, Needham, Norwood, Quincy, Randolph, Sharon, Walpole, Wellesley, Westwood and Weymouth.
NEXT had 72,146 requests for the month of February 2016 with 0 non available. The non available rate for NEXT was 0.00 percent. NEXT scheduled 72,146 trips. 15,592 trips were cancelled. The cancellation rate for February is 21.60 percent. There were a total of 4,610 no shows and the no show rate for February is 6.38 percent. 108 trips were missed trips. NEXT completed a total of 51,836 trips and had 699 trips over 30 minutes late. NEXT had a total of 50 complaints and 14 compliments for the month of February.
Passengers served per hour 1.46
Trips greater than 60 minutes per zone 1,425
Transfers completed 3,399
Accidents at fault 2
Accidents not at fault 10
Incidents 83
Same day requested 1,584
Same day completed 1,051 Percentage of same day trips completed 66.35
Percentage of same day trips not completed 35.65
Total telephone calls: 56,435
Average hold times: 53 sec
Longest hold time: 15:35
Longest wait time to be answered: 0:01
Total abandoned calls: 4,162
Complaint type 1 / 4 Difficulty in getting a ride explanation and apology sent.
Complaint type 2 / 0 Condition of vehicle
Complaint type 3 / 0 Comfort of ride
Complaint type 4 / 15 Promptness pick up/drop off explanation and apology sent.
Complaint type 5 / 8 Scheduling problem explanation and apology sent.
Complaint type 6 / 3 Dispatcher problem explanation and apology sent.
Complaint type 7 / 0 Problem with a reservationist explanation and apology sent.
Complaint type 8 / 0 Problem with telephone
Complaint type 9 / 15 Problem with a driver explanation and apology sent.
Complaint type 10 / 5 Other explanation and apology sent.
Compliments 14 Thank you letter submitted
NEXT currently has 1 General Manager, 7 Managers, 1 Operations Manager, 6 Assistant Managers, 6 Safety Supervisors, 6 Site Supervisors, and 260 drivers.