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VTD NSP WAT Data Report

Overview

Fleets in the state of Victoria are required to submit a report to the Victorian Taxi Directorate (VTD) Network Service Provider (NSP) Wheelchair Accessible Taxi (WAT) Data Report to claim for servicing wheelchair jobs. The report contains the information required by the VTD in the format requested by them.

The report summarises the number of WAT jobs completed over a specified period and calculates the payout the fleet should expect to receive from that VTD. The payout is calculated using the Overall Service Level (OSL) described below.

The report relies heavily on the fleet being vigilant on entering the correct data (eg. entering lift fees if applicable for Hail jobs).

Information required

Select the fleet (1) and the start and end time for the report (2).  Usually the report timeframe is one month. Next, select the method to be used to calculate the number of jobs done (3). There are two options:

• Count jobs that have the WAT attribute set. This method will not count walk-up jobs that do not have a booking and will not count jobs that involve a lift fee but not a WAT vehicle. (A lift fee may be payable when the passenger has a collapsible wheelchair.)
• Count the jobs that have a lift fee in the fare payment details. This method is suitable only when the fare payment details are being recorded through SmartMove's Docket Killer.

Finally, enter the values for the listed items (4) — SmartMove does not have a way to record this data so manual entry by the call centre is required.

Report

The report has two pages. The first contains various statistics, the second shows the calculation of the Overall Service Level (OSL).

Page 1 — Statistics

An example of page 1 of a report (based on bookings with the WAT attribute) is shown below:

The figures shown on the first page are:

1.1 Total number of ASAP (ready to ride) WAT bookings.
1.2 Total number of pre-booked WAT bookings.
1.3 Total number of WAT bookings (ASAP + pre-booked) = sum of previous two values.

2.1 Total number of bookings made by phone (SmartMove assumes this is the same number as the total number of WAT bookings).
2.2 Total number of bookings made by phone that were answered in less than 30 seconds (SmartMove assumes this is the same number as the total number of bookings made by phone).

3.1 Average elapsed time between when the phone call was made to when the job was offered to a driver (SmartMove uses the time the booking was entered into the system to when the job was offered as SmartMove does not know when the phone call was made).
3.2 Average elapsed time between when the job was offered to a driver to when the driver accepted the job.
3.3 Average elapsed time between when the job was accepted to when the driver engaged the meter (picked up the passenger).
3.4 Average elapsed time between when the phone call was made to when the driver engaged the meter (picked up the passenger). This is the sum of the previous three values.

4.1 Average elapsed time between when the WAT job pre-booking time to when the driver engaged the meter (picked up the passenger).

5.1 Total number of ASAP WAT jobs took more than 20 min to pick up the passenger.
5.2 Total number of pre-booked WAT jobs took more than 20 min to pick up the passenger.

6.1 Total number of complaints by WAT passengers. This value is the one entered in step (5) above.
6.2 Total number of complaints by WAT passengers that took more than two days to acknowledge. This value is the one entered in step (5) above.
6.3 Total number of complaints by WAT passengers that took more than five days to acknowledge. This value is the one entered in step (5) above.

7.1 Total number of WAT cars operating (ones with the WAT attribute).
7.2 Average number of WAT jobs each WAT car does. This value is calculated as the total number of WAT jobs dived by the total number of WAT car operating, rounded down to the nearest whole number.
7.3 Total number of WAT cars not operating for at least 26 hours. This value is the one entered in step (5) above.

Page 2 — Overall Service Level

The second page calculates the overall service level (OSL) using the weightings supplied by the VTD.

• The first line gives the overall service level as a percentage. This is the weighted average of the other percentages shown on the page. In this example the calculation is:

Component	Weight	Value	Contribution
Ready to ride within 20 minutes	35%	94.34%	33.019%
Prebooked within 20 minutes	35%	98.52%	34.482%
Answered within 30 seconds	20%	100%	20.000%
Complaint acknowledged within 2 business days	5%	100%	5.000%
Complaint resolved within 5 business days	5%	100%	5.000%
Overall service level			97.501%

• The second line gives the payout percentage. This uses the following chart and the overall service level calculated above. The chart was current at 1st September 2011

• The Ready to ride within 20 minutes response time criteria is calculated as follows:
  (WAT bookings completed - Ready to ride) - (WAT bookings fulfilled more than 20 min. over time - Ready to ride) / (WAT bookings completed - Ready to ride) X 100%
• The Prebooked within 20 minutes response time criteria is calculated as follows:
  (WAT bookings completed - Prebooked) - (WAT bookings fulfilled more than 20 min. over time - Prebooked) / (WAT bookings completed - Prebooked) X 100%
• The Answered within 30 seconds response time criteria is calculated as follows:
  (WAT booking phone calls answered under 30 seconds) / (Total WAT booking phone calls) X 100%
• The Acknowledged within 2 business days response time criteria is calculated as follows:
  (Complaints that took more than two days to acknowledge) / (WAT customer complaints) X 100%
• The Resolved within 5 business days response time criteria is calculated as follows:
  (Complaints that took more than five days to resolve) / (WAT customer complaints) X 100%

Finally the expected payout is calculated using the payout percentage shown above, the number of bookings, and the maximum amount per job.

The amount per job is set as a fleet parameter.

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