Paratransit Monthly Performance Report for June 2024

Monthly Narrative

Ridership

In-house average weekday ridership for June was 2,789, down by -2.34% from last year. Supplemental providers average weekday ridership was 361, up by 38.19%. Combined in-house and supplemental providers average weekday ridership was 3,150, up by 1.06%.

Fiscal year-to-date in-house and supplemental provider total ridership is up by 72,514 boardings, up 7.67% 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 89.30% for June. The Handi-Van on-time performance (all early to scheduled pickup time to 30 minutes after scheduled pickup time) was 90.08%. On-time performance for trips with a desired arrival time was 57.64% (drop-offs completed within a 45-minute window before the clients’ desired arrival time) and 94.44% 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 June, Handi-Van operated 64,050 trips including 5,943 trips that were longer than one hour in trip time. The analysis found that 75.69% 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 511 or 8.60% of these trips were more than 15 minutes longer than comparable fixed-route trips. 934 or 15.72% of trips were slower than their comparable fixed-route trip by less than 15 minutes.

Maintenance

Average vehicle availability was 71.32% for June, down by -1.24% from last year.

Call Center Performance

Over the month of June, reservationists answered 37,163 calls. Of those calls, 92.85% were answered within 3 minutes, and 95.99% were answered in 5 minutes.



Performance Metrics

Key Performance Indicators (KPI)
"June FY2024" "June FY2023" "June FY2019 Pre-COVID" "% Change FY 23 to 24" "12 Month FY2024" "12 Month FY2023" "12 Month FY2019 Pre-COVID" "% Change FY 23 to 24" "12 Month FY2019 Pre-COVID" Benchmark
Total Monthly Ridership 79,221 81,971 97,923 -3.35% 1,018,382 945,868 1,197,533 7.67% 1,197,533
Average Weekday Ridership 3,150 3,117 3,794 1.06% 3,225 3,005 3,856 7.31% 3,856
Unique Riders During the Month 5,289 5,200 5,779 1.71% 5,381 5,064 5,810 6.26% 5,810
Cost per Revenue Hour $129.55 $115.11 $92.08 12.54% $115.29 $111.28 $87.76 3.60% $87.76 <= $90
Cost per Passenger Trip $62.16 $54.33 $40.75 14.40% $54.02 $54.45 $39.61 -0.80% $39.61 <= $39
Cost per Revenue Mile $8.73 $7.84 $6.10 11.29% $7.91 $7.62 $5.87 3.76% $5.87 <= $6.20
Passenger Trips per Revenue Hour 2.08 2.12 2.26 -1.63% 2.13 2.04 2.22 4.43% 2.22 >= 2.2
Farebox Recovery 2.74% 3.87% 4.18% -1.12% 3.05% 3.46% 4.30% -0.41% 4.30% 8%
On-Time Arrivals (Within 0-30 Min Window) 77.96% 78.58% 76.41% -0.61% 77.87% 78.25% 75.93% -0.38% 75.93%
Early Arrivals (> 10 Minutes) 0.78% 0.82% 2.13% -0.04% 0.72% 0.99% 2.14% -0.27% 2.14% < 2%
Very Early Arrivals (> 30 Minutes) 0.09% 0.04% 0.14% 0.06% 0.03% 0.03% 0.12% 0.00% 0.12% < 1%
On-Time and Early Arrivals (Up to 10 Min Early) 89.30% 91.20% 88.03% -1.90% 88.82% 91.13% 87.99% -2.31% 87.99% >= 90%
On-Time and All Early Arrivals 90.08% 92.02% 90.16% -1.94% 89.54% 92.12% 90.13% -2.57% 90.13% >= 90%
Very Late Arrivals (>30 Minutes) 1.31% 0.49% 0.64% 0.82% 0.91% 0.65% 0.78% 0.26% 0.78% < 1%
On-Time Drop-Offs (Within 45 Mins) 57.64% 58.61% 63.44% -0.97% 56.35% 63.58% 60.91% -7.23% 60.91% > 90%
Comparative Trip Length Analysis 75.69% 76.10% 69.89% -0.41% 73.89% 74.25% 68.69% -0.36% 68.69% 50%
Excessive Trip Length 8.60% 7.15% 12.47% 1.45% 9.04% 8.56% 13.17% 0.47% 13.17% 1%
No Show / Late Cancellation Rate 4.51% 4.03% 4.40% 0.47% 4.22% 4.07% 4.44% 0.15% 4.44% < 5%
Advance Cancellation Rate 21.54% 20.11% 22.60% 1.43% 20.52% 19.99% 23.11% 0.53% 23.11% < 15%
Missed Trip Rate 1.77% 0.66% 0.81% 1.11% 1.14% 0.85% 0.95% 0.30% 0.95% < 0.5%
Complaints per 1,000 Trips 1.88 1.93 1.58 -2.48% 2.44 2.11 1.57 15.52% 1.57 <= 1.25
Calls Answered Within 5 Minutes 95.99% 99.77% 43.43% -3.78% 97.84% 80.13% 50.30% 17.71% 50.30% 94%
Vehicle Availability 71.32% 72.56% 83.86% -1.24% 72.94% 72.10% 86.16% 0.84% 86.16% >= 80%

Charts

Average Weekday Ridership. Ridership has trended upwards over Fiscal Year 2023 from a low of about 2800, up to 3150 in June 2024. Unique Riders During the Month. Unique Riders has trended upwards over Fiscal Year 2023 from a low of about 4800, ending at 5289 in June 2024.
Cost per Revenue Hour. Cost per Revenue Hour slowly trended upwards over Fiscal Year 2023 and 2024 from a low of about $102 up to $129.55 per hour in June 2024. 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 $62.16 per trip in June 2024.
Passenger Trips Per Revenue Hour. Over Fiscal Year 2024, Passenger Trips per Revenue Hour has slowly climbed from about 1.9, up to 2.08 in June 2024. On-Time and Early Arrivals. On-Time rate has been trending downwards throughout Fiscal Year 2024 until rebounding in February, ending at  89.30% in June 2024.
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 4.51% in June 2024. Advance Cancellation Rate. Advanced Cancels have held around 20% though Fiscal Year 2023, ending at 21.54% in June 2024.
Missed Trip Rate. Missed trip rate has erratically jumped between 0.5% and 2% throughout Fiscal years 2023 and 2024, ending at 1.77% in June 2024. 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, falling to 1.88 in June 2024.
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 95.99% in June 2024. Vehicle Availability Rate. Vehicle availability has trended downwards through Fiscal Year 2024, ending at 71.32% in June 2024.
Contractor Passenger Trips. Over Fiscal Year 2024, contractor passenger trips slowly trended upwards, ending at 8578 in June 2024. Contractor Revenue Hours. Contractor revenue hours have slowly trended upwards through Fiscal Year 2024 from about 1600, ending at 2881.23 in June 2024.
Contractor Cost Per Revenue Hour. Contractor cost per revenue hour has risen over Fiscal Year 2024, peaking in November 2023, before falling back down to $112.39 per hour in June 2024. Contractor Cost per Passenger. Over Fiscal Year 2023, contractor cost per passenger has risen from about $30 per passenger, up to $37.75 per passenger in June 2024.
No Show Rate. No show rate has held steady between 0.5% and 1% through Fiscal Year 2023, ending at 1.16% in June 2024. Late Cancel Rate. Late Cancel rate has held at around 3% through Fiscal Year 2023, ending at 2.89% in June 2024.
Cancel at Door Rate. Cancel at Door rate has held at around 0.5% though Fiscal Year 2023, ending at 0.46% in June 2024.