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Development of a key performance indicator system to benchmark relative paratransit performance

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Title: Development of a key performance indicator system to benchmark relative paratransit performance
Authors: Morse, L
Trompet, M
Barron, A
Graham, DJ
Item Type: Journal Article
Abstract: The Americans with Disabilities Act of 1990 prohibits discrimination against people with disabilities. US transit agencies are therefore required to offer services to eligible customers that complement the mobility opportunities provided to the general public on fixed-route public transit. While these paratransit services are necessary and just, they represent a proportionally large cost to agencies: approximately eight times the cost per boarding compared to fixed-route bus service. To be able to identify opportunities for (cost) efficiencies, and to further improve the quality of paratransit services offered, the twenty agencies of the American Bus Benchmarking Group (ABBG) decided to benchmark their relative performance in paratransit management and operations. To ensure comparability of agencies’ performance and hence ensure the usefulness of the benchmarking program, a key performance indicator system was developed and associated data items were defined in detail. The scope of this system went beyond the data already provided to the National Transit Database, both in amount and granularity of data collected, as well as the detail of definitions. This paper describes the challenges, respective solutions, and other lessons identified during four years of paratransit benchmarking development led by Imperial College London, the ABBG facilitators. The paper provides transit agencies and authorities as well as benchmarking practitioners and academics an opportunity to apply these lessons for the further benefit of paratransit services and their customers around the U.S.
Issue Date: 1-Jan-2017
Date of Acceptance: 2-Nov-2016
URI: http://hdl.handle.net/10044/1/42550
DOI: https://dx.doi.org/10.3141/2650-01
ISSN: 0361-1981
Publisher: National Academy of Sciences
Start Page: 1
End Page: 8
Journal / Book Title: Transportation Research Record-Series
Volume: 2650
Copyright Statement: © 2015 National Academy of Sciences. All rights reserved.
Keywords: Logistics & Transportation
0905 Civil Engineering
1205 Urban And Regional Planning
1507 Transportation And Freight Services
Publication Status: Published
Appears in Collections:Civil and Environmental Engineering
Faculty of Engineering