Call Center Performance is measured as the percent of calls that are answered and the average speed with which those calls are answered.

Reflects the total number of registrants for paratransit service by borough/county per month.

NYCT Paratransit ridership measures both total trips, the count of trips provided to registered NYCT Paratransit clients in a given month, and total ridership, the count of personal care attendants (PCAs) and guests who join clients on the trips.

Customer Experience is the percentage of valid trips and no-show trips that meet all four separate measurable established standards for quality of provider service (Pick-up OTP, Drop-off OTP, Max Ride Time, Provider No-Show).

This metric measures customer complaints about Access-a-Ride, including about Transportation and non-Transportation service quality. This data is used along with Trips/Ridership data to create the Complaint rate metric which is complaints per 1000 completed trips.

The daily ridership dataset provides systemwide ridership and traffic estimates for subways (including the Staten Island Railway), buses, Long Island Rail Road, Metro-North Railroad, Access-A-Ride, and Bridges and Tunnels, beginning 3/1/2020, and provides a percentage comparison against a comparable pre-pandemic date.

Drop-off On-Time Performance (OTP) measures the quality of provider service, comparing actual to customer-requested drop-off time for trips scheduled with an appointment time. Trips are considered on-time if they are no more than 30 minutes early, and no later than the appointment time.

Ride Time measures customer trip duration. Actual vs. Scheduled presents travel time variance, Average Travel Time presents the average actual trip duration, and Max Ride Time by trip distance category.

Max Ride Time Performance presents the percentage of trips performed with Access-A-Ride’s established max ride time standards between 2018 and 2023. This dataset is now retired as this metric can be calculated from MTA NYCT Paratransit Ride Time (https://data.ny.gov/Transportation/MTA-NYCT-Paratransit-Ride-Time-Beginning-2017/wtm4-vjm7/).

This metric measures the frequency with which primary providers do not arrive at the pick-up location within 30 minutes of the promised time and the trip is not provided.

Drop-off On-Time Performance (OTP) measures the quality of provider service, comparing actual to customer-requested drop-off time for trips scheduled with an appointment time. This dataset uses the old methodology in which trips were considered on-time if they arrived at the drop-off location no more than five minutes after the requested time. The Drop-off On-Time Performance dataset with the new methodology can be found at https://data.ny.gov/Transportation/MTA-NYCT-Paratransit-Drop-off-On-Time-Performance-/nxai-wcbd/

This dataset includes monthly customer feedback performance metric data for NYCT. For Subways, Buses, Access-A-Ride, MetroCard, and Other NYCT, there is data on the total number of complaints and commendations, and the number of complaints and commendations per 100,000 riders, along with monthly ridership.

Pickup On-Time Performance (OTP) measures the quality of provider service, comparing actual to promised pickup time. Trips are considered on-time if they arrive no more than 20 minutes after the promised time. This dataset also includes trips that arrive within 15 and 30 minutes of the promised time.

This dataset provides systemwide ridership and traffic estimates for subways (including the Staten Island Railway), NYCT bus, MTA Bus, Long Island Rail Road, Metro-North Railroad, Access-A-Ride, Bridges and Tunnels and Staten Island Railway on a monthly basis.

This dataset combines Key Performance Indicator data that was reported starting with the creation of the MTA Stat performance metric dashboard in 2008 through 2021. Most of the metrics in the dataset available elsewhere on the open data portal.