Paratransit Monthly Performance Report for January 2023

Monthly Narrative

Ridership

In-house average weekday ridership for January was 2,733, up by 25.28% from last year. Supplemental providers average weekday ridership was 267, up by 19.01%. Combined in-house and supplemental providers average weekday ridership was 3,000, up by 24.70%.

Fiscal year-to-date in-house and supplemental provider total ridership is up by 82,024 boardings, up 17.82% as compared to the same time period in fiscal year 2022.

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 90.58% for January. The Handi-Van on-time performance (all early to scheduled pickup time to 30 minutes after scheduled pickup time) was 91.47%. On-time performance for trips with a desired arrival time was 55.83% (drop-offs completed within a 45-minute window before the clients’ desired arrival time) and 86.37% 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 January, Handi-Van operated 64,031 trips including 6,119 trips that were longer than one hour in trip time. The analysis found that 73.75% 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 500 or 0.78% of all trips were more than 15 minutes longer than comparable fixed-route trips.

Maintenance

Average vehicle availability was 71.05% for January, down by -16.69% from last year.

Call Center Performance

Over the month of January, reservationists answered 37,057 calls. Of those calls, 96.92% were answered within 5 minutes.

Performance Metrics

**Key Performance Indicators (KPI)**
	January FY2023	January FY2022	January FY2019 Pre-COVID	% Change FY 22 to 23	7 Month FY2023	7 Month FY2022	7 Month FY2019 Pre-COVID	% Change FY 22 to 23	12 Month FY2019 Pre-COVID	Benchmark
Total Monthly Ridership	77,825	61,627	99,944	26.28%	542,260	460,236	698,192	17.82%	1,197,533
Average Weekday Ridership	3,000	2,406	3,790	24.70%	2,936	2,510	3,848	17.00%	3,856
Unique Riders During the Month	4,987	4,365	5,736	14.25%	4,988	4,498	5,802	10.88%	5,810
Cost per Revenue Hour	$105.92	$106.87	$84.84	-0.89%	$107.20	$106.62	$87.38	0.55%	$87.76	<= $90
Cost per Passenger Trip	$52.42	$58.81	$39.45	-10.87%	$53.48	$57.35	$39.49	-6.74%	$39.61	<= $39
Cost per Revenue Mile	$7.27	$7.37	$5.80	-1.29%	$7.32	$7.20	$5.86	1.59%	$5.87	<= $6.20
Passenger Trips per Revenue Hour	2.02	1.82	2.15	11.20%	2.00	1.86	2.21	7.82%	2.22	>= 2.2
Farebox Recovery	3.62%	2.92%	4.66%	0.71%	3.43%	2.90%	4.37%	0.53%	4.30%	8%
On-Time Arrivals (Within 0-30 Min Window)	78.59%	78.00%	77.29%	0.59%	78.34%	78.36%	75.68%	-0.02%	75.93%
Early Arrivals (> 10 Minutes)	0.89%	1.28%	2.07%	-0.39%	1.13%	1.36%	2.19%	-0.23%	2.14%	< 2%
Very Early Arrivals (> 30 Minutes)	0.04%	0.04%	0.09%	0.00%	0.04%	0.06%	0.13%	-0.02%	0.12%	< 1%
On-Time and Early Arrivals (Up to 10 Min Early)	90.58%	96.10%	90.26%	-5.51%	91.91%	95.97%	88.00%	-4.07%	87.99%	>= 90%
On-Time and All Early Arrivals	91.47%	97.38%	92.33%	-5.91%	93.04%	97.33%	90.19%	-4.29%	90.13%	>= 90%
Very Late Arrivals (>30 Minutes)	0.66%	0.05%	0.42%	0.61%	0.61%	0.08%	0.78%	0.53%	0.78%	< 1%
On-Time Drop-Offs (Within 45 Mins)	55.83%	67.14%	62.47%	-11.31%	65.21%	66.15%	59.96%	-0.94%	60.91%	> 90%
Comparative Trip Length Analysis	73.75%	83.82%	69.45%	-10.06%	74.92%	82.47%	69.13%	-7.55%	68.69%	50%
Excessive Trip Length	0.78%	0.20%	1.27%	0.58%	0.70%	0.27%	1.32%	0.43%	1.40%	1%
No Show / Late Cancellation Rate	4.14%	4.81%	4.46%	-0.67%	4.01%	4.27%	4.42%	-0.26%	4.44%	< 5%
Advance Cancellation Rate	20.22%	23.17%	23.03%	-2.96%	19.88%	20.14%	23.44%	-0.26%	23.11%	< 15%
Missed Trip Rate	0.27%	0.09%	0.20%	0.18%	0.29%	0.12%	0.26%	0.17%	0.27%	< 0.5%
Complaints per 1,000 Trips	2.46	0.89	1.36	176.94%	2.06	1.07	1.41	91.75%	1.57	<= 1.25
Calls Answered Within 5 Minutes	96.92%	97.53%	37.12%	-0.61%	66.17%	95.58%	53.74%	-29.41%	50.30%	93%
Vehicle Availability	71.05%	87.74%	86.36%	-16.69%	73.84%	88.47%	88.03%	-14.63%	86.16%	>= 80%

Charts

Average Weekday Ridership. Ridership has trended upwards over Fiscal Year 2023, ending at 3000 in January 2023.

Unique Riders During the Month. Unique Riders has trended upwards over the past fiscal year, before falling to 4987 in January 2023.

Cost per Revenue Hour. Cost per Revenue Hour has fluctuated between $100 and $115 per hour over the past two fiscal years, ending at $105.92 per hour in January 2023.

Cost per Passenger Trip. Cost per Passenger Trip has held steady in the $50 to $60 range throughout Fiscal Year 2022 and 2023, ending at $52.42 per trip in January 2023.

Passenger Trips Per Revenue Hour. Over Fiscal Year 2023, Passenger Trips per Revenue Hour has hovered around 2, ending at 2.02 in January 2023.

On-Time and Early Arrivals. On-Time rate has been slowly trending downwards throughout fiscal year 2022 and 2023 from a high of 97% down to 88% in December 2022, before rebounding to 90.58% in January 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 4.14% in December 2022. This is lower than reported in previous months due to en error in the calculation of cancels at the door that affected previous months.

Advance Cancellation Rate. Advanced Cancels have held around 20% though Fiscal Year 2023, ending at 20.22% in January 2023.

Missed Trip Rate. Missed trip rate has slowly increased over Fiscal Year 2022, before rising more quickly through Fiscal Year 2023, but falling back to 0.27% in January 2023.

Complaint Rate Per 1000 Trips. Complaint rate has hovered between 1.0 and 1.5 throughout Fiscal year 2022, but rose up to about 2 in October 2022, and rapidly rising to over 3 in December 2022, but falling to 2.46 in January 2023.

Calls Answered Within 5 Minutes. Calls answered within 5 minutes has held steady around 90% through Fiscal Year 2022 and the beginning of Fiscal Year 2023, falling sharply to 36% in September 2022 before rebounding, ending at 96.92% in January 2023.

Vehicle Availability Rate. Vehicle availability has held around 85% to 90% Through most of Fiscal Year 2022 through April, before beginning a sharp downwards trend, ending at 71.05% in January 2023.

Contractor Passenger Trips. Over the past fiscal year, Contractor passenger trips has trended upwards to a peak of nearly 6800 in March 2022, then fell, bottoming out at about 5000 trips in July 2022, before rising up to 6666 in January 2023.

Contractor Revenue Hours. Over the past fiscal year, contractor revenue hours have held between 1500 and 2000, before rising up to 2341.99 in January 2023.

Contractor Cost Per Revenue Hour. Fiscal year 2022 has seen Contractor Cost per Revenue Hour hold in the $85 to $100 range, ending slightly below that at $81.26 per hour in January 2023.

Contractor Cost per Passenger. Over the past fiscal year, contractor cost per passenger has remained stable at just under $30 per passenger, ending at $28.55 per passenger in January 2023.

No Show Rate. No show rate has held steady between 0.5% and 1% through Fiscal Year 2023, ending at 0.79% in January 2023.

Late Cancel Rate. Late Cancel rate has held at around 3% through Fiscal Year 2023, ending at 2.92% in January 2023.

Cancel at Door Rate. Cancel at Door rate has held at around 0.5% though Fiscal Year 2023, ending at 0.42% in January 2023. This is lower than reported in previous months due to en error that affected previous months.