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Pioneer Valley_SLA Dashboard_October 20222022 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 66 383.3 YEARLY TOTAL 226968.34 51823.6291 106936 YEARLY AVERAGE 2.02794 28.24249 0.89351 YEARLY TOTAL 18656506.476 101.076546229622 YEARLY AVERAGE 1 0.99997 0.4539 YEARLY TOTAL App 130 74 331 1 455 1194 545 4951 7681 Web 1 0 0 0 1 2 0 0 4 Kiosk 0 0 0 0 0 1 25 29 55 Total 131 74 331 1 456 1197 570 4980 7740 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 71 425 JULY 35749.07 8776.342 14450 2.47 36.44 1.0968 6109 JULY 3159483.12 15.9202491700868 JULY 1 1 0.3491 AUGUST 71 386 AUGUST 31706.19 6928.348 12937 2.45 32.13 1.0811 5893 AUGUST 2494205.28 14.1198203207556 AUGUST 1 1 0.3673 SEPTEMBER 72 345 SEPTEMBER 31331.02 7029.1585 17701 1.77 23.83 1.7102 5634 SEPTEMBER 2530497.06 13.9527446491048 SEPTEMBER 1 0.9999 0.3909 OCTOBER 72 355 OCTOBER 22815.08 5652.6017 15503 1.47 21.88 1.4087 5514 OCTOBER 2034936.612 10.1603134972592 OCTOBER 1 1 0.4427 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 Election Day - 2hr Rental 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 l 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 25 10 10 0 108 157 0 1 787 620 1718 Web 0 0 0 0 0 0 0 0 0 0 0 Kisk 0 0 0 0 0 0 0 0 6 0 6 TOTAL 25 10 10 0 108 157 0 1 793 620 1724 AUGUST App 9 12 22 0 56 141 1 0 613 670 1524 Web 0 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 0 0 3 3 6 TOTAL 9 12 22 0 56 141 1 0 616 673 1530 SEPTEMBER App 8 12 235 0 80 180 1 0 638 764 1918 Web 0 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 0 0 0 1 1 TOTAL 8 12 235 0 80 180 1 0 638 765 1919 OCTOBER App 11 6 25 0 39 137 1 0 500 446 1165 Web 0 0 0 0 0 0 0 0 0 0 0 Kiosk 0 0 0 0 0 0 0 0 8 1 9 TOTAL 11 6 25 0 39 137 1 0 508 447 1174 NOVEMBER App 0 Web 0 Kiosk 0 TOTAL 0 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 0 2022 Station Activity ID 101 102 103 104 105 106 107 108 109 110 111 112 113 201 202 203 205 206 207 208 209 210 212 211 213 301 302 303 304 305 306 307 308 309 310 311 312 313 314 315 316 317 318 319 401 402 403 501 502 503 504 505 506 507 508 509 510 511 512 513 514 515 516 517 518 601 602 603 604 605 701 702 703 801 802 0 928 NYC01 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 Z 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 Z Virtual Three County Fair Z Virtual Arcadia Z New York Events Z Community Field VS Z Arcadia Folk Festival Virtual CUMULATIVE (YEARLY) ORIGIN 2538 2911 3930 2300 2771 3769 6533 3508 7067 2104 389 202 2827 1771 2060 217 787 2061 1761 952 1717 187 942 1318 1153 1779 879 531 823 1666 596 1527 2819 4190 1908 793 1996 1700 1366 1384 1244 1239 404 232 377 336 216 300 291 960 1021 332 460 314 371 438 482 1174 1800 603 0 681 0 0 0 320 2351 759 2101 1439 773 450 151 514 588 0 0 0 4 8 0 0 DESTINATION 2725 2704 4280 3093 2910 3619 6411 3520 7033 1766 435 325 2649 1713 1991 313 699 2091 2048 1031 1776 230 902 1299 1168 1764 824 511 853 1778 476 1571 2961 4472 1874 821 2140 1875 1350 1351 1123 1276 447 237 384 316 187 396 394 936 1143 339 450 310 355 411 453 1129 1777 618 0 798 0 0 0 357 2391 737 2205 1450 750 472 164 618 632 2 0 0 4 9 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 346 272 470 460 343 160 222 212 398 51 44 42 34 374 448 44 216 487 456 224 269 22 178 327 170 158 179 72 123 203 75 170 485 631 428 139 302 258 194 275 156 195 91 20 108 29 56 53 67 152 122 59 76 55 44 80 66 155 272 65 0 116 0 0 0 45 346 102 365 271 289 149 52 87 101 0 0 0 0 0 0 0 07-DESTINATION 372 262 475 549 346 116 203 199 392 42 46 56 25 366 453 70 212 506 538 231 283 33 176 324 169 160 172 67 123 209 75 171 494 661 417 141 351 273 202 264 149 217 88 22 100 22 51 84 89 153 135 59 74 56 40 77 62 145 277 67 0 114 0 0 0 50 328 108 392 269 293 159 63 111 96 0 0 0 0 0 0 0 AUGUST 08-ORIGIN 352 319 546 430 365 197 322 219 403 64 65 46 77 206 345 37 81 212 191 143 259 38 100 240 91 225 142 72 124 235 77 184 425 616 401 196 285 232 127 233 184 211 96 53 42 44 4 51 63 130 160 69 83 48 102 63 71 139 218 64 0 108 0 0 0 39 339 113 304 198 139 140 42 99 66 0 0 0 4 0 0 0 08-DESTINATION 371 269 617 496 406 155 302 179 372 52 79 66 56 193 367 40 71 217 225 147 251 49 96 240 88 224 119 60 110 234 59 201 424 653 384 198 296 257 133 237 154 222 102 53 44 41 5 53 81 130 163 61 69 44 102 62 59 141 224 73 0 117 0 0 0 54 345 120 290 199 127 152 39 121 69 0 0 0 4 0 0 0 SEPTEMBER 09-ORIGIN 457 473 705 355 450 909 1805 904 1733 561 95 41 963 203 362 20 64 221 196 82 216 49 91 170 154 292 79 88 96 181 81 227 375 520 367 110 228 253 211 248 149 92 96 86 55 24 24 31 38 114 123 39 48 23 49 49 43 98 119 50 0 67 0 0 0 58 283 88 221 131 70 98 29 59 113 0 0 0 0 7 0 0 09-DESTINATION 478 402 754 465 453 889 1785 972 1760 506 104 68 918 195 366 24 58 216 190 86 223 54 100 171 150 283 74 76 96 193 51 236 429 548 357 101 230 275 195 260 130 85 117 87 55 18 21 47 53 120 137 36 43 24 44 49 39 94 130 47 0 79 0 0 0 59 282 67 213 131 77 102 31 74 101 2 0 0 0 7 0 0 OCTOBER 10-ORIGIN 388 411 606 228 367 828 1460 808 1774 541 81 16 880 154 233 18 50 203 185 107 252 49 54 123 121 280 67 59 142 208 72 182 350 440 310 48 245 202 193 199 157 139 43 64 25 27 17 39 44 51 179 63 23 4 79 24 43 126 77 58 0 49 0 0 0 37 233 54 227 148 37 42 17 29 46 0 0 0 0 1 0 0 10-DESTINATION 402 409 671 297 364 808 1413 813 1769 479 84 48 866 147 218 18 51 204 189 127 265 39 56 115 119 260 65 43 138 214 61 172 370 473 312 77 246 222 194 201 135 134 60 66 28 23 10 35 61 56 183 65 19 7 75 27 37 122 71 56 0 66 0 0 0 32 240 48 224 140 31 36 13 35 57 0 0 0 0 2 0 0 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) 17.9 Billing 1508 JANUARY 18 0.99 104 39 38 7 3 17 9 FEBRUARY 16 0.98 132 47 39 17 6 23 8 Mobile Application 275 MARCH 20 0.99 260 93 72 37 13 45 21 Accepted Calls (%) 0.996 APRIL 23 1 443 186 107 72 26 52 52 Memberships & Registration 672 MAY 18 1 893 359 229 77 65 163 105 JUNE 16 1 894 425 211 87 31 140 103 Total Calls 5952 JULY 19 1 1083 516 238 122 33 174 127 Other Reasons 1135 AUGUST 17 1 782 267 218 85 36 176 103 Issues Reported via Mobile Application 850 SEPTEMBER 16 1 807 240 193 123 41 210 190 Bike & Station 2362 OCTOBER 16 1 554 190 163 45 21 135 132 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 0.35 1 1 0.82 1 Yes Yes 0.38 0.03 19 0 1 AUGUST 0.902 1 1 0.7 1 Yes Yes 1 0.3 17 0 1 SEPTEMBER 0.9069 1 1 0.63 1 Yes Yes 0.76 0.06 16 0 1 OCTOBER 0.9149 1 1 0.625 1 Yes Yes 0.46 0.01 16 0 1 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 9:26:39 PM 12/31/1899 9:26:39 PM 1/1/1900 9:26:39 PM 1/2/1900 9:26:39 PM 1/3/1900 9:26:39 PM 1/4/1900 9:26:39 PM 1/5/1900 9:26:39 PM 1/6/1900 9:26:39 PM 1/7/1900 9:26:39 PM 1/8/1900 9:26:39 PM 1/9/1900 9:26:39 PM 1/10/1900 9:26:39 PM 1/11/1900 9:26:39 PM 1/12/1900 9:26:39 PM 1/13/1900 9:26:39 PM 1/14/1900 9:26:39 PM 1/15/1900 9:26:39 PM 1/16/1900 9:26:39 PM 1/17/1900 9:26:39 PM 1/18/1900 9:26:39 PM 1/19/1900 9:26:39 PM 1/20/1900 9:26:39 PM 1/21/1900 9:26:39 PM 1/22/1900 9:26:39 PM 1/23/1900 9:26:39 PM 1/24/1900 9:26:39 PM 1/25/1900 9:26:39 PM 1/26/1900 9:26:39 PM 1/27/1900 9:26:39 PM 1/28/1900 9:26:39 PM 1/29/1900 9:26:39 PM 1/30/1900 9:26:39 PM 1/31/1900 9:26:39 PM 2/1/1900 9:26:39 PM 2/2/1900 9:26:39 PM 2/3/1900 9:26:39 PM 2/4/1900 9:26:39 PM 2/5/1900 9:26:39 PM 2/6/1900 9:26:39 PM 2/7/1900 9:26:39 PM 2/8/1900 9:26:39 PM 2/9/1900 9:26:39 PM 2/10/1900 9:26:39 PM 2/11/1900 9:26:39 PM 2/12/1900 9:26:39 PM 2/13/1900 9:26:39 PM 2/14/1900 9:26:39 PM 2/15/1900 9:26:39 PM 2/16/1900 9:26:39 PM 2/17/1900 9:26:39 PM 2/18/1900 9:26:39 PM 2/19/1900 9:26:39 PM 2/20/1900 9:26:39 PM 2/21/1900 9:26:39 PM 2/22/1900 9:26:39 PM 2/23/1900 9:26:39 PM 2/24/1900 9:26:39 PM 2/25/1900 9:26:39 PM 2/26/1900 9:26:39 PM 2/27/1900 9:26:39 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