Performance Measures

Purpose of Performance Measures

It is the intent of the Nantucket Regional Transit Authority (NRTA) to provide a high quality service for its customers. The NRTA provide seasonal fixed route services until 2018 when year round service was implemented. The NRTA provides year round demand response service. Performance measures have been identified as a tool to measure how we are doing and where we may need to make improvements in various areas of providing public transportation. Standards were calculated based on 3-5 year trends, where possible. Goals were established based on the standard.

Performance is measured in the following areas for providing public transportation for both fixed route and demand response services: operations, safety, maintenance, general administration and customer service.

Performance measures will be updated from time to time when appropriate.

Performance Measures Definitions

Cost/Passenger – The amount it costs to provide the service divided by the number of passengers (ridership).

Demand Response – A term that is often used to describe any services, which is not a fixed route.  This is door to service for elders and persons with disabilities that are certified and determined eligible to use the service per ADA guidelines.  This term is also used to describe service provided to those who cannot use the fixed route service.

Fixed Route – A system of transporting individuals on which a vehicle is operated along a prescribed route according to a fixed schedule.  This is the NRTA’s bus service known as The Wave.

Injuries – Any physical damage or harm to persons as a result of an incident that requires immediate medical attention away from the scene as defined by the National Transit Database.

Inventory Valuation – Frequency of inventory valuation.  For accounting purposes the NRTA uses the first in first out technique that treats inventory acquired first as if it were used first.

On-Time Performance Demand Response – Pick up and Drop off’s within 5 minutes (late) of scheduled time.

On-Time Performance Fixed Route – Departures within 5 minutes (early or late) of scheduled departure time.

Operations –  The Nantucket Regional Transit Authority provides fixed route services known as The Wave and year round demand response services known as Your island Ride.

Preventative Maintenance – The care and servicing by personnel for the purpose of maintaining equipment in satisfactory operating condition by providing for systematic inspection, detection, and correction of incipient failures either before they occur or before they develop into major defects. Schedules of preventative maintenance are provided by the bus manufacturer.

Reportable Incident –a safety or security incident occurring on transit property or otherwise affecting revenue service that results in one or more of the following conditions: a fatality confirmed within 30 days of the incident, an injury requiring immediate medical attention away from the scene for one or more persons, property damage equal to or exceeding $25,000 or an evacuation for life safety reasons as defined by the National Transit Database.

Revenue Mile – The time when a vehicle is available to the general public and there is an expectation of carrying passengers.

Ridership – The number of passengers who board operational revenue vehicles. Ridership is calculated on the number of one way trips. Ridership is so referred to as passenger boardings.

Valid Complaint – A concern received, in writing, electronically or verbally that is investigated and deemed well-found and justified.


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