MetroAccess daily service updates
Performance indicators
Date |
On-time performance* |
Trips delivered |
Late trips |
Complaints |
Calls handled |
Excessively late trips (>30 minutes) |
|---|---|---|---|---|---|---|
3/2 |
91.9% |
4,341 |
256 |
66 |
3,085 |
65 / 1.5% |
3/1 |
91.9% |
4,597 |
252 |
113 |
3,117 |
85 / 1.8% |
2/28 |
92.9% |
4,265 |
208 |
77 |
3,256 |
66 / 1.5% |
2/27 |
93.1% |
4,339 |
244 |
40 |
3,256 |
73 / 1.7% |
2/26 |
94.9% |
1,035 |
58 |
N/A |
1,342 |
10 / 0.9% |
2/25 |
91.6% |
1,455 |
137 |
N/A |
1,430 |
29 / 2.0% |
2/24 |
92.5% |
4,302 |
352 |
52 |
3,248 |
84 / 2.0% |
2/23 |
93.8% |
4,274 |
196 |
56 |
3,059 |
65 / 1.5% |
2/22* |
92.2% |
4,390 |
264 |
38 |
3,295 |
80 / 1.8% |
2/21 |
91.6% |
4,165 |
380 |
59 |
3,291 |
101 / 2.4% |
2/20 |
93.1% |
1,849 |
91 |
N/A |
2,021 |
34 / 1.8% |
2/19 |
93.9% |
1,058 |
47 |
N/A |
1,267 |
13 / 1.2% |
2/18 |
89.3% |
1,458 |
110 |
N/A |
1,548 |
48 / 3.5% |
2/17 |
91.7% |
4,202 |
233 |
53 |
3,069 |
96 / 2.3% |
2/16 |
91.9% |
4,307 |
234 |
56 |
3,314 |
80 / 1.9% |
2/15 |
91.0% |
4,475 |
278 |
81 |
3,328 |
115 / 2.6% |
2/14 |
91.2% |
4,098 |
253 |
40 |
3,206 |
80 / 2.7% |
2/13 |
92.4% |
2,945 |
126 |
61 |
3,096 |
79 / 2.7% |
2/12 |
90.0% |
7*** |
0 |
0 |
1,343 |
0 / 0.0% |
2/11 |
92.4% |
1,110 |
39 |
0 |
1,264 |
29 / 2.6% |
2/10 |
91.1% |
4,306 |
290 |
60 |
2,723 |
101 / 2.3% |
2/9 |
91.1% |
4,321 |
279 |
59 |
3,365 |
114 / 2.6% |
2/8 |
91.1% |
4,508 |
292 |
107 |
3,702 |
122 / 2.7% |
2/7 |
92.2% |
4,355 |
253 |
110 |
3,643 |
52 / 3.3% |
2/6 |
92.5% |
4,383 |
240 |
120 |
3,969 |
125 / 2.9% |
2/5 |
89.8% |
1,118 |
86 |
0 |
1,819 |
76 / 6.8% |
2/4 |
88.4% |
1,563 |
139 |
0 |
1,931 |
52 / 3.3% |
2/3 |
91.3% |
4,439 |
311 |
94 |
3,499 |
121 / 2.7% |
2/2 |
92.9% |
4,303 |
225 |
88 |
4,186 |
76 / 1.8% |
2/1 |
93.5% |
4,515 |
169 |
88 |
4,404 |
98 / 2.2% |
1/31 |
90.7% |
4,575 |
357 |
82 |
3892 |
72 / 1.6% |
1/30 |
92.4% |
4,749 |
363 |
134 |
3932 |
121 / 2.5% |
1/29^ |
91.8% |
1,205 |
99 |
0 |
1,594 |
26 / 2.2% |
1/28^ |
88.2% |
1,739 |
205 |
8 |
1,610 |
44 / 2.5% |
1/27 |
87.5% |
4,561 |
570 |
N/A |
3,785 |
172 / 3.8% |
1/26 |
89.9% |
4,699 |
475 |
N/A |
4,032 |
N/A |
1/25** |
88.7% |
4,984 |
561 |
N/A |
4,265 |
N/A |
1/24 |
89.5% |
4,686 |
492 |
N/A |
4,283 |
N/A |
1/23 |
88.3% |
4,610 |
539 |
N/A |
4,192 |
N/A |
1/22^ |
93.9% |
1,244 |
75 |
N/A |
1,516 |
N/A |
1/21^ |
90.7% |
1,742 |
162 |
N/A |
1,747 |
N/A |
1/20 |
82.9% |
4,653 |
796 |
N/A |
3,892 |
N/A |
1/19 |
81.1% |
4,540 |
859 |
N/A |
3,808 |
N/A |
****MetroAccess service was suspended for the day given the hazardous conditions, high cancellation volume and day of the week. Today’s pullout went very well, even though some driveways and sidewalks were not cleared.
*On-time performance statistics are preliminary and may change after the statistics are reconciled.
^Weekend service is typically better than weekday service because travel on the area’s roads on weekends is much easier due to decreased traffic. Weekday service is a better indication of the paratransit on-time performance levels.
**Note: Wednesday afternoon’s Capital Beltway closure caused a number of trips to be late.
February 22
*The automated alert calls were fully implemented and have greatly assisted the ability of all customers, but particularly the visually impaired, to know when to go to the curb and meet their vehicle. An expanded capability, that of prior-night confirmation calls, is being implemented this week, which will reduce the customers’ need to call and confirm their trips.
February 8
Automated alert calls are now being sent to all patrons. A letter describing the automated alert calls and requesting updated information from customers is being mailed.
Data correction is now being done on a same-day basis, and MV has completely cleared the previous data backlog. That leaves only data from customers who have not used the system within the last three weeks or so to be corrected, which will be done as they notify MV.
January 27-30
Testing of the IVR alert call continues. We will continue to assess this important feature and provide updates this week.
Customer Service Representatives worked over the weekend to call back customers involved with “no show” trips, or complaints of MetroAccess “no show."
January 26, 2006
Coming improvements: On time performance is expected to improve further with most of the customer data subscription information expected to be updated by the end of next week.
January 25, 2006
Coming improvements: The alert call feature is being tested. We will keep you apprised of the software engineers’ progress in making this important improvement operational.
January 24, 2006
Improvements:
- On-time performance continues to improve.
Coming improvements:
- We will be sending another letter to customers that includes a copy of the Rider’s Guide. This Guide defines the service that is required under the ADA and clarifies what customers can expect.
January 23, 2006
Improvements:
- We continue to process updates to customers' subscription information.
- Brochures distributed to customers in MetroAccess vehicles alerting them to the progress on improving service.
Coming improvements:
- The call-alert function mentioned above.
January 22, 2006
Improvements:
- All five traffic phone lines are operational as of last Friday, and call handling times have declined as a result.
- Now our customers can ensure that their personal and trip data is accurate by going to our web site and entering it themselves with our new, easy-to-use data screen.
Coming improvements:
- Our new services contractor, MV Transportation, is developing a call-alert function that will make automated calls to customers as the vehicle approaches.
