Paratransit Monthly Performance Report for September 2023

Monthly Narrative

Ridership

In-house average weekday ridership for September was 3,040, up by 11.00% from last year. Supplemental providers average weekday ridership was 292, up by 29.76%. Combined in-house and supplemental providers average weekday ridership was 3,332, up by 12.43%.

Fiscal year-to-date in-house and supplemental provider total ridership is up by 24,726 boardings, up 10.71% as compared to the same time period in fiscal year 2023.

On-Time Performance

Handi-Van on-time performance measured from 10 minutes prior to scheduled pickup time to 30 minutes after scheduled pickup time was 87.83% for September. The Handi-Van on-time performance (all early to scheduled pickup time to 30 minutes after scheduled pickup time) was 88.49%. On-time performance for trips with a desired arrival time was 49.83% (drop-offs completed within a 45-minute window before the clients’ desired arrival time) and 83.04% for all drop-offs completed before the clients’ desired arrival time.

Comparative Trip Length Analysis

An analysis was done to compare Handi-Van trip times with comparable bus trip times. A comparable fixed-route trip time is the scheduled on-vehicle bus time as calculated by Google Transit for the same origin and destination plus 30 minutes to account for walking, waiting, and transferring required on the fixed-route system. During the month of September, Handi-Van operated 70,077 trips including 7,585 trips that were longer than one hour in trip time. The analysis found that 71.62% of the Handi-Van trips longer than an hour were completed in the same time or less than a comparable fixed-route trip.

Excessive Trip Times

An analysis of excessive trip times was performed on all monthly Handi-Van trips with travel times in excess of one hour. The analysis found that 757 or 9.98% of these trips were more than 15 minutes longer than comparable fixed-route trips. 1,396 or 18.40% of trips were slower than their comparable fixed-route trip by less than 15 minutes.

Maintenance

Average vehicle availability was 77.19% for September, up by 1.32% from last year.

Call Center Performance

Over the month of September, reservationists answered 38,990 calls. Of those calls, 98.19% were answered within 5 minutes.



Performance Metrics

Key Performance Indicators (KPI)
September
FY2024
September
FY2023
September
FY2019
Pre-COVID
% Change
FY 23 to 24
3 Month
FY2024
3 Month
FY2023
3 Month
FY2019
Pre-COVID
% Change
FY 23 to 24
12 Month
FY2019
Pre-COVID
Benchmark
Total Monthly Ridership 85,512 77,964 96,775 9.68% 255,635 230,909 294,708 10.71% 1,197,533
Average Weekday Ridership 3,332 2,964 3,914 12.43% 3,223 2,900 3,886 11.13% 3,856
Unique Riders During the Month 5,381 5,004 5,799 7.53% 5,314 4,892 5,779 8.61% 5,810
Cost per Revenue Hour $120.25 $104.06 $86.66 15.57% $114.63 $107.29 $88.77 6.84% $87.76 <= $90
Cost per Passenger Trip $54.88 $51.73 $38.91 6.09% $53.28 $54.02 $39.54 -1.38% $39.61 <= $39
Cost per Revenue Mile $8.21 $7.12 $5.78 15.28% $7.84 $7.34 $5.89 6.80% $5.87 <= $6.20
Passenger Trips per Revenue Hour 2.19 2.01 2.23 8.94% 2.15 1.99 2.24 8.33% 2.22 >= 2.2
Farebox Recovery 2.98% 3.32% 4.20% -0.35% 3.15% 3.05% 4.26% 0.10% 4.30% 8%
On-Time Arrivals (Within 0-30 Min Window) 77.28% 78.14% 75.44% -0.86% 78.24% 78.76% 75.38% -0.52% 75.93%
Early Arrivals (> 10 Minutes) 0.66% 1.27% 2.12% -0.61% 0.77% 1.22% 2.19% -0.45% 2.14% < 2%
Very Early Arrivals (> 30 Minutes) 0.02% 0.03% 0.17% -0.01% 0.03% 0.04% 0.14% -0.01% 0.12% < 1%
On-Time and Early Arrivals (Up to 10 Min Early) 87.83% 92.25% 87.32% -4.42% 89.74% 93.41% 87.34% -3.67% 87.99% >= 90%
On-Time and All Early Arrivals 88.49% 93.52% 89.44% -5.03% 90.51% 94.64% 89.53% -4.12% 90.13% >= 90%
Very Late Arrivals (>30 Minutes) 0.88% 0.36% 0.76% 0.52% 0.58% 0.24% 0.84% 0.34% 0.78% < 1%
On-Time Drop-Offs (Within 45 Mins) 49.83% 68.24% 59.52% -18.42% 55.81% 67.53% 59.10% -11.72% 60.91% > 90%
Comparative Trip Length Analysis 71.62% 72.66% 67.60% -1.05% 73.69% 76.02% 69.66% -2.33% 68.69% 50%
Excessive Trip Length 9.98% 8.56% 13.89% 1.42% 8.95% 7.62% 12.70% 1.32% 13.17% 1%
No Show / Late Cancellation Rate 4.01% 3.81% 4.62% 0.20% 4.08% 3.83% 4.37% 0.25% 4.44% < 5%
Advance Cancellation Rate 18.87% 18.57% 22.97% 0.30% 19.37% 18.77% 23.51% 0.61% 23.11% < 15%
Missed Trip Rate 1.12% 0.60% 0.94% 0.52% 0.76% 0.43% 0.99% 0.33% 0.95% < 0.5%
Complaints per 1,000 Trips 2.57 1.75 1.75 46.97% 2.27 1.57 1.38 44.45% 1.57 <= 1.25
Calls Answered Within 5 Minutes 98.19% 36.25% 58.11% 61.94% 99.08% 54.69% 62.96% 44.38% 50.30% 93%
Vehicle Availability 77.19% 75.87% 88.74% 1.32% 73.94% 78.91% 89.20% -4.97% 86.16% >= 80%

Charts

Average Weekday Ridership. Ridership has trended upwards over Fiscal Year 2023 from a low of about 2800, up to 3332 in September 2023. Unique Riders During the Month. Unique Riders has trended upwards over Fiscal Year 2023 from a low of about 4800, ending at 5381 in September 2023.
Cost per Revenue Hour. Cost per Revenue Hour slowly trended upwards over Fiscal Year 2023 from a low of about $102 up to $120.25 per hour in September 2023. Cost per Passenger Trip. Cost per Passenger Trip has held in the $50 to $60 range throughout Fiscal Year 2023 aside from a spike in May 2023, ending at $54.88 per trip in September 2023.
Passenger Trips Per Revenue Hour. Over Fiscal Year 2023, Passenger Trips per Revenue Hour has slowly climbed from about 1.9, up to 2.19 in September 2023. On-Time and Early Arrivals. On-Time rate has been trending downwards throughout Fiscal Year  2023 from a high of 95% down to 87.83% in September 2023.
Combined No-Show/Cancel At Door/Late Cancel Rate. No shows and late cancels have held steady between 3% and 5% through Fiscal Year 2023, ending at 4.01% in September 2023. Advance Cancellation Rate. Advanced Cancels have held around 20% though Fiscal Year 2023, ending at 18.87% in September 2023.
Missed Trip Rate. Missed trip rate has hovered around 0.5% over Fiscal Year 2023, aside from spikes in December 2022 and March 2023, spiking again up to 1.12% in September 2023. Complaint Rate Per 1000 Trips. Complaint rate has held around 2.0 to 2.5 over Fiscal Year 2023, aside from a spike in December 2022, ending at 2.57 in September 2023.
Calls Answered Within 5 Minutes. Calls answered within 5 minutes began Fiscal Year 2023 with a sharp decline down to about 40%, but recovered by January 2023, remaining over 95% since, ending at 98.19% in September 2023. Vehicle Availability Rate. Vehicle availability has trended downwards from a high of about 80% over Fiscal Year 2023, down to 77.19% in September 2023.
Contractor Passenger Trips. Over Fiscal Year 2023, contractor passenger trips has oscillated between 6000 and 8000, ending at 7300 in September 2023. Contractor Revenue Hours. Contractor revenue hours have slowly trended upwards through Fiscal Year 2023 from about 1600, ending at 2478.36 in September 2023.
Contractor Cost Per Revenue Hour. Contractor cost per revenue hour has risen over Fiscal Year 2023, ending at $115.77 per hour in September 2023. Contractor Cost per Passenger. Over Fiscal Year 2023, contractor cost per passenger has risen from about $30 per passenger, up to $39.30 per passenger in September 2023.
No Show Rate. No show rate has held steady between 0.5% and 1% through Fiscal Year 2023, ending at 0.79% in September 2023. Late Cancel Rate. Late Cancel rate has held at around 3% through Fiscal Year 2023, ending at 2.84% in September 2023.
Cancel at Door Rate. Cancel at Door rate has held at around 0.5% though Fiscal Year 2023, ending at 0.36% in September 2023.