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Pioneer Valley_SLA Dashboard_June 2022
2022 Dashboard INDICATORS Open Stations Bike Count RIDERSHIP Distance (miles) Duration (hours) Trips RIDERSHIP Average Distance (miles) Average Duration (minutes) Average Trips/Bike/Day HEALTH IMPACT Calories Burned CO2 Saved (tons) UPTIME Website Back Office Payment Kiosk [11] April to November MEMBERSHIPS PASS TYPE Founding Member Annual Student Annual Employer Membership Access Pass Monthly Day Pass Pay Per Ride Pass TOTAL YEARLY AVERAGE 62.3333333333333 387 YEARLY TOTAL 105366.98 23437.1789 46345 YEARLY AVERAGE 2.0199 28.02415 0.606383333333333 YEARLY TOTAL 8437384.404 46.9234185924152 YEARLY AVERAGE 1 0.999966666666667 0.542433333333333 YEARLY TOTAL App 77 34 39 1 172 579 542 2451 3895 Web 1 0 0 0 1 2 0 0 4 Kiosk 0 0 0 0 0 1 25 24 50 Total 78 34 39 1 173 582 567 2475 3949 2022 Monthly Statistics BIKES & STATIONS INDICATORS Open Stations Bike Count RIDERSHIP INDICATORS Total Distance (miles) Total Duration (hours) Total Trips Average Distance per Trip (miles) Average Duration per Trip (minutes) Average Trips/Bike/Day Active Members HEALTH IMPACT INDICATORS Calories Burned CO2 Saved (tons) UPTIME INDICATORS Website Back Office Payment Kiosk [11] JANUARY 59 257 JANUARY 2779.31 837.2767 1972 1.4094 25.4749 0.25 6062 JANUARY 301419.612 1.2377191272644 JANUARY 1 1 - FEBRUARY 59 254 FEBRUARY 5212.37 1228.5 3440 1.52 21.43 0.48 6120 FEBRUARY 442260 2.3212416201788 FEBRUARY 1 1 - MARCH 59 339 MARCH 10021.27 2253.59 5536 1.81 24.42 0.5268 6011 MARCH 811292.4 4.4628046380148 MARCH 1 0.9999 - APRIL 65 451 APRIL 22781.97 5171.169 11163 2.04 27.79 0.825 6081 APRIL 1861620.84 10.1455685136828 APRIL 1 1 0.6291 MAY 65 505 MAY 32228.53 7266.0237 12411 2.6 35.13 0.7928 6025 MAY 2615768.532 14.3524356853372 MAY 1 1 0.5418 JUNE 67 516 JUNE 32343.53 6680.6195 11823 2.74 33.9 0.7637 6075 JUNE 2405023.02 14.4036490079372 JUNE 1 0.9999 0.4564 JULY JULY JULY 0 0 JULY AUGUST AUGUST AUGUST 0 0 AUGUST SEPTEMBER SEPTEMBER SEPTEMBER 0 0 SEPTEMBER OCTOBER OCTOBER OCTOBER 0 0 OCTOBER NOVEMBER NOVEMBER NOVEMBER 0 0 NOVEMBER DECEMBER DECEMBER DECEMBER 0 0 DECEMBER N/A 2022 Membership Statistics PASS TYPE Founding Member Annual Student Annual Employer Membership Access Pass Monthly Day Pass 2 Hour Pass Pay Per Ride Pass TOTAL JANUARY App 1 1 1 0 6 31 13 0 49 102 Web 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 0 0 0 0 TOTAL 1 1 1 0 6 31 13 0 49 102 FEBRUARY App 1 3 1 0 9 40 48 0 118 220 Web 1 0 0 0 0 2 0 0 0 3 Kiosk 0 0 0 0 0 0 0 0 1 1 TOTAL 2 3 1 0 9 42 48 0 119 224 MARCH App 8 7 4 0 18 82 137 0 260 516 Web 0 0 0 0 1 0 0 0 0 1 Kiosk 0 0 0 0 0 0 3 0 1 4 TOTAL 8 7 4 0 19 82 140 0 261 521 APRIL App 12 12 8 0 32 125 337 87 640 1253 Web 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 22 1 18 41 TOTAL 12 12 8 0 32 125 359 88 658 1294 MAY App 8 7 16 1 46 143 5 885 787 1898 Web 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 0 6 0 6 TOTAL 8 7 16 1 46 143 5 891 787 1904 JUNE App 47 4 9 0 61 158 2 821 597 1699 Web 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 1 0 10 4 15 TOTAL 47 4 9 0 61 159 2 831 601 1714 JULY App 0 Web 0 Kisk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 AUGUST App 0 Web 0 Kiosk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 SEPTEMBER App 0 Web 0 Kiosk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 OCTOBER App 0 Web 0 Kiosk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 NOVEMBER App 0 Web 0 Kiosk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 DECEMBER App 0 Web 0 Kiosk 0 TOTAL 0 0 0 0 0 0 0 0 0 0 2022 Station Activity ID 101 102 103 104 105 106 107 108 109 110 111 112 113 201 202 203 205 206 207 208 209 210 211 212 213 301 302 303 304 305 306 307 308 309 310 311 312 313 314 315 316 317 318 319 401 402 403 501 502 503 504 505 506 507 508 509 510 511 512 513 514 515 516 517 518 601 602 603 604 605 701 702 703 801 802 STATION NAME Amherst Town Hall Kendrick Park North Pleasant Street East Hadley Road University Drive UMass Haigis Mall UMass Southwest UMass ILC UMass Knowlton UMass Central Residential Area South East Street West Street UMass Sylvan Residential Area The Pedlar Station/Crosier Field Mackenzie Field Springdale Park Depot Square Downtown Holyoke Medical Center Station South Holyoke Pleasant Station Holyoke Community College El Corazon Ely Court Peasants Park Village Hill/State Hospital Lilly Library YMCA/Childs Park Forbes Library Florence Center Cooley Dickinson Health Care John M Greene Hall/Smith College Pulaski Park/Downtown Northampton Train Station State St/Mass Central Rail Jackson Street Main Street/Court House Main Street/Bridge Street Northampton High School Conz Street King Street North King St BayState Village Leeds Village Eink Station Mount Holyoke College Station Woodlawn Plaza Baystate Health/Main Street Baystate Health/Chestnut St Kenefick Park Mercy Medical Center Station CFWM @ Stearns Square Station Court Square Basketball Hall of Fame STCC - Springfield Armory MGM Springfield Pynchon Park/Museums Mason Square Library South End/Main Street Live Well Springfield Station Locust/Mill American International College Forest Park Library WNEU Samuel Bolden Park Old Town Hall Rail Trail @ Union Street City Hall Rail Trail @ Millside Park Parsons Street Chicopee City Hall Chicopee Falls Rivers Park West Springfield Library West Springfield Memorial Avenue VIRTUAL & TEMPORARY STATION CUMULATIVE (YEARLY) ORIGIN 995 1436 1603 827 1246 1675 2724 1365 2759 887 104 57 873 834 672 98 376 938 733 396 721 29 519 458 617 824 412 240 338 839 291 764 1184 1983 402 300 936 755 641 429 598 602 78 9 147 212 115 126 79 513 437 102 230 184 97 222 259 656 1114 366 0 341 0 0 0 141 1150 402 984 691 238 21 11 240 262 0 0 0 0 0 0 0 DESTINATION 1102 1362 1763 1286 1341 1651 2708 1357 2740 687 122 87 784 812 587 161 307 948 906 440 754 55 474 449 642 837 394 265 386 928 230 791 1244 2137 404 304 1017 848 626 389 555 618 80 9 157 212 100 177 110 477 525 118 245 179 94 196 256 627 1075 375 0 422 0 0 0 162 1196 394 1086 711 222 23 18 277 309 0 0 0 0 0 0 0 JANUARY 01-ORIGIN 0 58 80 15 29 61 97 72 94 35 0 0 45 41 21 25 16 38 56 14 64 3 43 11 84 88 12 14 6 28 13 35 32 122 0 0 43 29 40 22 31 59 0 0 0 6 0 1 0 18 21 0 6 4 2 4 23 15 48 34 0 4 0 0 0 2 16 2 15 10 10 0 0 21 24 01-DESTINATION 0 61 100 19 52 53 90 65 102 18 0 0 42 36 21 39 13 37 74 14 69 0 34 18 95 86 8 15 7 34 8 33 29 136 0 0 38 48 44 15 30 63 0 0 0 4 2 3 0 13 22 0 5 6 3 3 20 20 49 30 0 6 0 0 0 2 17 4 26 12 7 0 0 22 36 FEBRUARY 02-ORIGIN 0 125 128 29 77 165 299 143 320 152 0 0 165 58 50 8 16 49 43 11 48 0 38 4 149 113 25 22 25 70 29 62 62 126 0 0 69 62 63 18 42 62 0 0 0 9 5 2 0 20 19 0 7 8 0 11 15 35 76 24 0 15 0 0 0 8 34 21 22 31 30 0 0 14 23 02-DESTINATION 0 117 156 38 89 180 309 166 334 106 0 0 134 50 36 16 18 46 52 16 49 2 36 8 155 108 24 19 34 91 23 61 62 152 0 0 61 70 58 11 36 63 0 0 0 8 5 3 0 16 25 0 9 7 1 15 17 34 69 23 0 16 0 0 0 1 33 19 27 33 27 0 0 20 32 MARCH 03-ORIGIN 0 203 147 66 100 216 352 156 410 149 0 0 161 124 121 2 50 132 97 28 89 1 80 64 115 132 46 35 38 88 34 118 123 211 0 0 147 109 92 30 100 95 0 0 0 21 8 18 0 57 66 0 34 12 12 22 29 135 182 48 0 57 0 0 0 13 119 23 118 76 23 0 0 12 25 03-DESTINATION 0 180 193 101 113 204 347 164 435 96 1 0 142 126 102 6 40 138 118 45 95 0 72 58 114 140 37 39 46 101 20 119 153 237 0 0 149 112 90 25 90 85 0 0 0 20 6 32 0 51 79 0 43 17 7 23 25 124 159 59 0 86 0 0 0 19 115 25 129 78 22 0 0 14 32 APRIL 04-ORIGIN 219 371 331 124 306 619 1088 472 1017 309 11 0 312 176 130 9 47 154 124 123 166 2 122 121 71 132 65 51 64 164 64 189 226 391 0 59 226 165 117 45 123 129 1 0 19 31 27 17 0 76 142 13 58 38 15 38 51 171 196 86 0 74 0 0 0 35 310 82 206 207 54 0 0 43 30 04-DESTINATION 256 365 361 179 306 617 1100 470 1008 276 14 0 291 186 124 20 32 152 152 141 166 5 107 102 75 141 66 52 76 178 58 198 237 420 0 60 233 196 101 42 116 129 1 0 24 32 23 30 0 58 172 24 60 35 16 30 57 171 177 76 0 105 0 0 0 42 317 72 224 207 48 0 0 52 52 MAY 05-ORIGIN 420 389 474 290 373 446 637 333 617 194 25 21 159 150 182 33 94 200 251 134 164 13 117 72 93 166 98 55 90 233 69 184 371 583 0 114 223 214 162 155 146 119 0 0 40 95 30 33 0 131 93 44 58 61 35 69 68 151 296 93 0 86 0 0 0 37 399 149 287 204 49 0 0 73 56 05-DESTINATION 441 359 522 487 389 437 621 310 595 154 36 29 153 142 158 49 66 213 291 133 176 23 112 71 87 163 94 69 106 240 54 201 386 605 0 111 248 227 169 142 132 127 0 0 38 99 26 29 0 124 109 40 66 48 35 61 64 147 299 102 0 93 0 0 0 44 422 153 322 225 51 0 0 85 58 JUNE 06-ORIGIN 356 290 443 303 361 168 251 189 301 48 68 36 31 285 168 21 153 365 162 86 190 10 119 186 105 193 166 63 115 256 82 176 370 550 402 127 228 176 167 159 156 138 77 9 88 50 45 55 79 211 96 45 67 61 33 78 73 149 316 81 0 105 0 0 0 46 272 125 336 163 72 21 11 77 104 06-DESTINATION 405 280 431 462 392 160 241 182 266 37 71 58 22 272 146 31 138 362 219 91 199 25 113 192 116 199 165 71 117 284 67 179 377 587 404 133 288 195 164 154 151 151 79 9 95 49 38 80 110 215 118 54 62 66 32 64 73 131 322 85 0 116 0 0 0 54 292 121 358 156 67 23 18 84 99 JULY 07-ORIGIN 07-DESTINATION AUGUST 08-ORIGIN 08-DESTINATION SEPTEMBER 09-ORIGIN 09-DESTINATION OCTOBER 10-ORIGIN 10-DESTINATION NOVEMBER 11-ORIGIN 11-DESTINATION DECEMBER 12-ORIGIN 12-DESTINATION 2022 Customer Service YEARLY STATISTICS YEARLY CALL DETAILS INDICATORS Average Responsiveness (seconds) Average Accepted Calls (%) Total Calls Bike & Station Billing Memberships & Registration Mobile Application Other Reasons Issues Reported via Mobile Application Responsiveness (seconds) 18.5 Billing 696 JANUARY 18 0.99 104 39 38 7 3 17 9 FEBRUARY 16 0.98 132 47 39 17 6 23 8 Mobile Application 144 MARCH 20 0.99 260 93 72 37 13 45 21 Accepted Calls (%) 0.993333333333333 APRIL 23 1 443 186 107 72 26 52 52 Memberships & Registration 297 MAY 18 1 893 359 229 77 65 163 105 JUNE 16 1 894 425 211 87 31 140 103 Total Calls 2726 JULY Other Reasons 440 AUGUST Issues Reported via Mobile Application 298 SEPTEMBER Bike & Station 1149 OCTOBER NOVEMBER DECEMBER 2022 Service-Level Agreement MONTHLY RESULTS INDICATORS Station Uptime Back Office Uptime Bicycle Redistribution Bicycle Availability Website Uptime Bicycle Cleanliness Station Cleanliness Bicycle Maintenance Station Maintenance Call Center Responsiveness Call Center Dropped Calls Non-Call Customer Responsiveness INDICATORS LEGEND 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 functionning. (85%) Back Office Uptime: Central computer system, email and phone lines in service. (95%) Bicycle Redistribution: Each station has two available and working bikes and two available docks. (90%) Bicycle Availability: Bicycles are working, available for use, in docks or in use. (75%) Website Uptime: Website is in service. (95%) Bicycle Cleanliness: Each bicycle is cleaned. (Once every two weeks) Station Cleanliness: Each station is cleaned. (Once every two weeks) Bicycle Maintenance: Each bicycle undergoes preventative inspection, and maintenance as needed. (Once a week for pedal-assist, and once a month full inspection) Station Maintenance: Each station undergoes preventative inspection. (Once a week) Call Center Responsiveness: Incoming calls are answered within 30 seconds or less. Call Center Dropped Calls: Less than 10% of calls are dropped. Non-Call Customer Responsiveness: Customer emails, mail, and social media interactions are responded to within 24 hours. TARGET 0.85 0.95 0.9 0.75 0.95 Yes/No Yes/No 1 1 < 30 < 10% 1 JANUARY 0.92 1 1 1 1 Yes Yes 0.96 0 18 0.01 1 FEBRUARY 0.91 1 1 1 1 Yes Yes 0.57 0 16 0.02 1 MARCH 0.97 0.9999 1 1 1 Yes Yes 0.75 0 20 0.01 1 APRIL 0.9372 1 1 0.96 1 Yes Yes 0.21 0.03 23 0 1 MAY 0.9225 1 1 0.97 1 Yes Yes 0.37 0 18 0 1 JUNE 0.9107 1 1 0.9923 1 Yes Yes 0.9923 0.2388 16 0 1 JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER *** Cette feuille doit rester masquée *** Kilomètres remboursables Remboursement total 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 2:33:12 PM 12/31/1899 2:33:12 PM 1/1/1900 2:33:12 PM 1/2/1900 2:33:12 PM 1/3/1900 2:33:12 PM 1/4/1900 2:33:12 PM 1/5/1900 2:33:12 PM 1/6/1900 2:33:12 PM 1/7/1900 2:33:12 PM 1/8/1900 2:33:12 PM 1/9/1900 2:33:12 PM 1/10/1900 2:33:12 PM 1/11/1900 2:33:12 PM 1/12/1900 2:33:12 PM 1/13/1900 2:33:12 PM 1/14/1900 2:33:12 PM 1/15/1900 2:33:12 PM 1/16/1900 2:33:12 PM 1/17/1900 2:33:12 PM 1/18/1900 2:33:12 PM 1/19/1900 2:33:12 PM 1/20/1900 2:33:12 PM 1/21/1900 2:33:12 PM 1/22/1900 2:33:12 PM 1/23/1900 2:33:12 PM 1/24/1900 2:33:12 PM 1/25/1900 2:33:12 PM 1/26/1900 2:33:12 PM 1/27/1900 2:33:12 PM 1/28/1900 2:33:12 PM 1/29/1900 2:33:12 PM 1/30/1900 2:33:12 PM 1/31/1900 2:33:12 PM 2/1/1900 2:33:12 PM 2/2/1900 2:33:12 PM 2/3/1900 2:33:12 PM 2/4/1900 2:33:12 PM 2/5/1900 2:33:12 PM 2/6/1900 2:33:12 PM 2/7/1900 2:33:12 PM 2/8/1900 2:33:12 PM 2/9/1900 2:33:12 PM 2/10/1900 2:33:12 PM 2/11/1900 2:33:12 PM 2/12/1900 2:33:12 PM 2/13/1900 2:33:12 PM 2/14/1900 2:33:12 PM 2/15/1900 2:33:12 PM 2/16/1900 2:33:12 PM 2/17/1900 2:33:12 PM 2/18/1900 2:33:12 PM 2/19/1900 2:33:12 PM 2/20/1900 2:33:12 PM 2/21/1900 2:33:12 PM 2/22/1900 2:33:12 PM 2/23/1900 2:33:12 PM 2/24/1900 2:33:12 PM 2/25/1900 2:33:12 PM 2/26/1900 2:33:12 PM 2/27/1900 2:33:12 PM Voyage Kilomètres parcourus litre(s) aux 100 Carburant litre(s) aux 100 Carburant centime(s) par kilomètre Second axe : 1 Litre(s) aux 100