ValleyBike_SLA Report_February 2021February 2021 – 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. (85%)
NA
All reported outages had a technician deployed within 30 minutes of reported incident for reset. Kiosks are currently turned off due to an agreement with the city.
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%)
Complies
On average, at least two bikes and two docks were available per station at all times.
4.Bicycle Availability: Bicycles are working, available for use, in docks or in use. (85%)
Complies
On average 212 bikes were available at all times.
5. Website Uptime: Website is in service.
Complies
ValleyBike website https://www.valleybike.org/ was operational 100% of the time.
6. Bicycle Cleanliness: Each bicycle is cleaned.
Complies
All bicycles are visually inspected daily and routine cleaning is conducted by Field Unit Drivers and Bicycle Mechanics at a minimum of once per week.
7. Station Cleanliness: Each station is cleaned.
Complies
Stations arecleaned by brushing smart rails, wiping bikes, and cleaning kiosk/station and docks units bi-weekly. Every station is cleaned at a basic level daily by Field Unit Drivers.
8. Bicycle Maintenance: Each bicycle undergoes preventative inspection, and maintenance as needed.
Complies
All bicycles are visually inspected daily and routine maintenance inspection is conducted at a minimum of once a month. Percentage of bikes checked once a month is 101%.
9. Station Maintenance: Each station undergoes preventative inspection.
Complies
All stations are visually inspected daily and routine maintenance inspection is conducted by Station Technician at a minimum of once a month.
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 25 seconds.
11. Call Center Dropped Calls: Less than 10% of calls are dropped.
Complies
Call Center Dropped Calls:0%.
12. Non-Call Customer Responsiveness: customer emails, mail, and social media interactions are responded to within 24 hours.
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.
N/A
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
Complies
Membership data can be found in the SLA Dashboard Report.