ValleyBike_SLA Report_July 2020 V2
July 2020 – ValleyBike Share – SLA Performance Measures Reporting Requirements
Performance Indicators, Descriptions, & Performance
Standards
Response
Type
Comments/Explanations
1. Station Uptime: Kiosk screen is working and able to take
payments. Station is charging (unless otherwise agreed).
Wayfinding panels are in place and in good condition. Station
lights are functioning. Every station shall be functioning at
least 85% of the time.
Complies with
comments
Kiosks are currently turned off due to an agreement with
the city. Other items are 100%
2. Back Office Uptime: Central computer system, email and
phone lines in service. (95%)
Complies Bewegen Backoffice central computer system, email, and
phones lines operational 100% of the time.
3. Bicycle Redistribution: Each station has two available and
working bikes and two available docks. (90%)
Does not comply Bikes available 88% and two docks available 99.5%
4. Bicycle Availability: Bicycles are working, available for use, in
docks or in use. (75%)
Complies with
agreement
An average of 4 bikes/station were available as per
agreement with communities, 144.
5. Website Uptime: Website is in service 95% of the time. Complies with
comments
ValleyBike website was in service 100% but was unable to
process transactions from July 24th at 5pm to July 27th at
7pm (9.67% of the time)
6. Bicycle Cleanliness: Each bicycle is cleaned at least
every two weeks.
Complies All bicycles are visually inspected daily and routine cleaning
is conducted by Field Unit Drivers and Bicycle Mechanics.
7. Station Cleanliness: Each station is cleaned at least every two
weeks.
Complies Stations are cleaned by brushing smart rails, wiping bikes,
and cleaning kiosk/station and docks units. Every station is
cleaned at a basic level by Field Unit Drivers.
8. Bicycle Maintenance: Each bicycle undergoes preventative
inspection, and maintenance as needed. At least once a week
for field check that pedal‐assist is working and once a month
for more extensive inspection.
Complies
All bicycles are visually inspected at every visit and routine
maintenance inspection is conducted as needed.
9. Station Maintenance: Each station undergoes preventative
inspection at least once a week.
Complies
All stations are visually inspected at each visit and routine
maintenance inspection is conducted by Station
Technician.
10. Call Center Responsiveness: Incoming calls are answered
within 30 seconds or less.
Complies
All complaints are logged by Operation Specialists (OS)
daily. Call Center calls: average time to answer 16
seconds.
11. Call Center Dropped Calls: Less than 10% of calls. Complies
Call Center Dropped Calls: 0%.
12. Non-Call Customer Responsiveness: emails, mail, and
social media interactions and response to all requests in 24
hours or less.
Complies
100% of email, mail, and social media requests are
responded to by OS within 24 hours or less.
13. Equipment Documentation and Audit: All docks,
wayfinding, kiosk, and bicycle serial numbers and
identification numbers shall be reported by each station and
each community with some provision for audits (either real
time electronic reporting on the location of all bikes or exact
location on the first day of each season and the mid‐point of
the season when bikes are redistributed by town. Bewegen
shall provide all reasonable assistance to allow a physical
audit of all equipment and its location by member
communities. All serial numbers and identification at exact
location.
Complies
Equipment inventory is kept continually. All missing/stolen
bikes are reported to the police.
14. Membership data: Reporting on annual, monthly, day and
other memberships. Reporting by community for new and
existing members.
Complies
Membership data can be found in the SLA Dashboard
Report.