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Paratransit, Inc. Cancellation Policies, Practices & Results

Paratransit, Inc. Cancellation Policies, Practices & Results. Characteristics of Cancel Types. Timely cancels make up more than 2/3 of all cancels, and typically are only effected by changing the length of the call-in period

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Paratransit, Inc. Cancellation Policies, Practices & Results

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  1. Paratransit, Inc.Cancellation Policies, Practices & Results

  2. Characteristics of Cancel Types • Timely cancels make up more than 2/3 of all cancels, and typically are only effected by changing the length of the call-in period • Though the smallest component of the cancellation rate, No shows are the most destructive in terms of the devastating effect on productivity

  3. Definitions and Methodology • Timely Cancel: Notice was provided at least 2 hours before the scheduled trip • Late Cancel: Notice was less than 2 hours before the scheduled trip • No show: No notice is provided before driver arrives within pick-up window and after 5 minute wait

  4. Due Process and Facilitation • Passenger’s explanation for not providing notice is documented in Trapeze • Trapeze record reflects instances when lack of notification is not within control of passenger • Automated Telephone System reminders on night before ride and when bus is near • No rider is suspended without written notice documenting pattern and opportunity to meet

  5. Excessive Missed Trips Trip frequency is considered • A pattern or practice is when a passenger reserves seven or more trips within any month and no-shows or late cancels forty percent or more of those scheduled trips

  6. Rider’s Responsibilities • Later rides for the day will not automatically be cancelled unless notice is provided • A bus will not be sent back when passenger No Shows on outbound trip • If outbound trip is taken, but inbound is a No Showed, passenger won’t be stranded

  7. Sanction for Violations Applies to rolling 12 month period • 1st suspension: two-month period • 2nd suspension: four-month period • 3rd suspension: six-month period • 4th suspension: two-year period • Subscribers may reapply four months after end of suspension period

  8. Right to Appeal • Written and/or in-person appeals are optional • Additional written statement and/or supporting documentation is always considered • How to file an appeal with timelines is provided at time of sanction notice • In-person appeal hearings are held no later than 21 calendar days after sanction notice

  9. Appeal Decision • Suspension takes place after independent appeals panel makes determination • Written decision will include beginning and ending dates of the suspension period • The appeals panel decision is final

  10. Why is this Policy Important? • Unused capacity can be re-used with timely notice • Productivity declines when No Show and Late Notice capacity cannot be re-used • Money, time, and miles are wasted • Customer service quality declines

  11. Trend Analysis 25-month period ending February 2011 • Simple linear regression • Trips Scheduled • Trips Cancelled Timely • Late Cancellations • No Shows

  12. Overall Demand Fell Trips Scheduled February 2009 – February 2011 Trips down about 19%, or 7,500

  13. Absolute Timely Cancels Fell February 2009– February 2011 • Mimicked the downward trend in demand • Absolute number of cancels fell by about 20%

  14. Percentage of Timely Cancels February 2009 – February 2011 While the absolute number fell, the rate as a percentage of total cancels increased

  15. Absolute Late Cancels February 2009 – February 2011 Significantly, the absolute number of late cancels fell by about 45%

  16. Percentage of Late Cancels February 2009– February 2011 The rate of late cancels has fallen by 21%

  17. Absolute No Shows February 2009 – February 2011 The absolute number of No Shows fell by 47%.

  18. Percentage of No Shows The rate of No Shows decreased by 22%.

  19. Helpful Tips • Establish a policy that is fair and equitable • Aim policy and practices at reducing No Shows and Late Cancels • Use technology if you have it • Maintain consistent documentation to support application of your policy • Follow-up after each instance of potential passenger non compliance • Focus on changing behavior, rather than imposing sanctions

  20. Results • By sharply reducing the Late Cancel and No Show rates we were able to reduce the total cancellation rate and increase productivity by around 10% • Since inception of the policy, fewer than 10 passengers have been suspended • No passenger has met the second level criteria of the progressive schedule • Revision of the frequency rate for establishing a pattern or practice for excessive missed trips is under consideration

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