How to measure the performance of a paratransit service?

How to measure the performance of a paratransit service?

How to measure the performance of a paratransit service and thus guarantee its quality for users? Faced with growing expectations in terms of inclusiveness and mobility, local authorities, communities of municipalities, and associations are facing a challenge. That of maintaining an efficient adapted transport service, while respecting budgetary constraints and optimizing available resources. It is not always easy to Know which indicators to follow nor how to concretely improve the user satisfaction and the efficiency of the service.

Fastercom shares its experience in this field with you! In this article, we offer you concrete solutions and practical tools to assess and improve the performance of your TPMR service. By following these tips, you can not only monitor the effectiveness of your service but also optimize it to better meet the needs of users.

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Why measure the performance of a paratransit service?

In the field of paratransit, measuring performance is not just a question of administrative follow-upf. Above all, it is a way to ensure that the service meets the needs of people with reduced mobility or with specific needs (PMR), all by optimizing resources allocated.

For communities and associations, an efficient service is essential for:

• guarantee the quality of life of users;
• respect budgets;
• ensure social inclusion in their territory.

Thanks to performance measurement, local authorities will be able to:

• adjust the service to the expectations of users;
• identify possible improvements;
• and deal with challenges such as delays or the coverage of rural areas.

This evaluation also allows them to prove the effectiveness of their management to elected officials, funders, and citizens. Moreover, in a context where the inclusive mobility is a priority issue, accurate performance monitoring helps to ensure a service that is not only accessible, but also reliable, safe and flexible.

Finally, measuring the performance of an adapted transport service makes it possible to meet various objectives:

• improving user satisfaction;
• cost optimization;
• compliance with legal or regulatory requirements.

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Key performance indicators for adapted transport services

For assess the efficiency and quality of a paratransit service, it is essential to rely on key performance indicators (KPIs). These indicators make it possible to measure various aspects of the service, from user satisfaction to cost optimization, including ecological impact. Here are the main KPIs to follow to obtain a complete vision of the performance of a paratransit service.

TPMR service quality indicators

• Punctuality : it is one of the most important criteria for users. Measuring the rate of compliance with scheduled schedules makes it possible to assess the reliability of the service. The average waiting time of users before treatment is also a relevant indicator for judging the quality of the organization.

• User satisfaction. An adapted transport service must be designed to meet the specific expectations of its users. Collecting user opinions through satisfaction surveys or feedback makes it possible to identify areas for improvement and to ensure a quality service.

• Accessibility and coverage of the service. The areas served and the accessibility of vehicles and infrastructures are also essential criteria for evaluating the performance of an adapted service.

Operational indicators

• Average travel time. Calculating the average time needed to get from a pick-up point to the final destination makes it possible to monitor the efficiency of the routes and to detect possible delays or slowdowns.

• Vehicle occupancy rate. This KPI makes it possible to optimize the use of each vehicle by avoiding underused routes. A good filling rate reduces empty paths and contributes to better resource management.

• Number of kilometers traveled per user. This indicator makes it possible to assess the performance of the service according to the total distance traveled, while identifying opportunities to reduce long trips and maximize efficiency.

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Financial and budgetary indicators

• Cost per trip or per user. Calculating the average cost per individual trip is a key criterion for evaluating the profitability of the service. This indicator helps to identify the highest expenditure items and the opportunities for cost reduction.

• Cost per kilometer traveled. This indicator takes into account all expenses, such as fuel, vehicle maintenance, and other variable expenses. It makes it possible to assess budgetary efficiency and to compare operating costs between different services.

• Subsidy rate required. Measuring the proportion of public funding required to ensure the continuity of the service in relation to its total costs helps to assess its economic viability.

Ecological indicators

• CO₂ emissions : adapted transport, often motorized, has a significant environmental impact. Monitoring CO₂ emissions makes it possible to measure this impact and identify solutions to reduce it, such as the use of electric vehicles.

• Energy consumption : energy consumption per kilometer or per trip, local authorities assess the ecological impact of their transport fleet and identify opportunities to make the service more environmentally friendly.

• Optimization of trips to reduce the carbon footprint. Precise performance monitoring also makes it possible to limit empty trips and to give priority to grouped trips, and thus reducing the carbon footprint of the service.

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Tools and technologies to monitor and analyze TPMR performance

To optimize an adapted transport service, communities and associations rely on a range of tools and technologies. These solutions make it possible to collect, analyze and interpret essential data for evaluate the performance of the service in real timeL. By integrating these technologies, managers make decisions based on reliable data and thus improve the efficiency of adapted transport. Here are the main tools available.

Transport management software adapted to TPMR

Les specialized TPMR management software allow a centralized fleet monitoring, routes and human resources. These tools make it easy to:

• route planning;
• vehicle allocation;
• and schedule management.

All while providing detailed reports on key performance indicators. Thanks to custom dashboards, managers visualize The status of services En Real time and identify the areas for improvement.

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Real-time tracking applications

GPS tracking applications are essential for monitoring the location of vehicles and tracking possible delays or incidents. In real time, managers visualize each trip. They assess punctuality and are able to react quickly to unforeseen events.

These tools also allow you to reduce wait times for users by adjusting trips as needed. Some software offers automatic notifications to inform users of schedules in case of changes, thus increasing their satisfaction.

User data collection solutions

In order to better understand the user experience and optimize the service, local authorities can use mobile applications or online platforms to collect feedback. By offering satisfaction questionnaires or feedback tools, managers gather valuable data on expectations and needs of users.

This information makes it possible toproactively adjust the service, for example by adapting schedules or improving boarding points.

Predictive analytics and artificial intelligence

Predictive analysis tools, based on Big Data and artificial intelligence, open up new perspectives for optimizing adapted transport services. By exploiting historical data (such as peaks in demand, the busiest routes, or frequent delays), AI solutions make it possible to anticipate future needs and toAdapt resources accordingly.

For example, they recommend routes optimized according to traffic conditions or the habits of users. This reduces costs and improves service efficiency.

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Practical advice to improve the performance of a paratransit service

To guarantee an efficient and satisfactory adapted transport service, it is essential to implement practices that optimize both the user experience and operational efficiency. Here are some concrete tips to help you improve the performance of your service.

Engaging users in continuous improvement

One of the best ways to improve a paratransit service is to listen to the users themselves.

Setting up feedback tools — such as satisfaction surveys, rating applications or regular interviews — makes it possible to gather valuable information on users' expectations and points of frustration.

Train staff and raise awareness of the specificities of PMR

A quality service is based above all on competent staff who are aware of the needs of people with reduced mobility (PMR). It is important to train drivers and service agents in benevolent communication techniques and in appropriate actions to assist users.

This training will make it possible to offer a more human and secure service, by strengthening the trust of users in the service.

Use the flexibility of new technologies

Modern technologies offer flexible and practical solutions for managing paratransit services. By using fleet management software or real-time tracking applications, you can adjust routes based on traffic conditions, cancellations, or urgent requests, thus ensuring greater reactivity.

Geolocation applications also make it possible to monitor performance in real time, optimize trips and limit empty trips. Integrating these digital tools not only makes it possible to improve punctuality, but also to better manage resources and to ensure a effective communication with users.

Communicate and collaborate with stakeholders

The performance of an adapted transport service also depends on good collaboration with all stakeholders: elected officials, funders, local associations and private partners.

Communicating regularly with these actors, by sharing performance data and the progress made, makes it easier to strengthen their support and to more easily obtain grants or assistance to improve the service.

Organizing regular meetings or contact points with these stakeholders makes it possible to adapt objectives and ensure that expectations are aligned.

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Continuously monitor and adjust performance indicators

Finally, an efficient service is a service that is constantly evolving. Monitoring performance indicators on a regular basis allows the service to be adjusted according to the results observed.

It is recommended to perform periodic KPI analyses in order to quickly detect weak points and correct problem areas.

This continuous improvement process will allow you to achieve and maintain a high level of quality, while adapting the service to the evolving needs of users and operational constraints.

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And now?

Now you know How to measure the performance of a paratransit service to offer a quality, satisfactory and optimized service to your users. By applying these methods and monitoring key indicators, you are on track to make your service more efficient and better adapted to the needs of your community.

Don't let uncertainty get in the way of your progress. Set up un performance monitoring rigorous is an essential step towards a reliable and inclusive service, capable of responding to expectations of users and budgetary requirements.