Key Performance Indicators

Mobility Reservation Average Call Wait Time (in seconds)

Definition: Measures the average time a customer must wait in queue while making a Mobility reservation.

Performance (September 2016 and Fiscal year-to-date):

In September, did not meet the Target; the actual being 272 seconds - an improvement of 362 seconds compared to that in September 2015.


  1. Encourage subscription trips to reduce the need for reservation calls
  2. Encourage customer use of Interactive Voice Response system and website for requesting and cancelling trips
  3. Encourage customer calls during non-peak hours