TAXI KEY PERFORMANCE INDICATOR (KPI) REPORTING

APPLICATION

MANUAL

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TABLE OF CONTENTS

1 About the Taxi Key Performance Indicator (KPI) Reporting Application 3

1.1 Introduction 1.2 What is the Taxi KPI Reporting Application? 3 1.3 Taxi KPI Reporting Requirements 3

1.3.1 User Types in KPI 4 1.3.2 KPIs and Form Types 4 1.3.3 Reporting Periods 4

1.4 Getting Started on the Reporting Application 5 1.5 Privacy 5

2 Logging into Taxi KPI Application 6 2.1 Logging in 2.2 Logging out of Taxi KPI ` 7

3 Home Page 8

4 Downloading Templates 9

5 Uploading KPI Forms 115.1 Incomplete Forms 12 5.2 Outstanding KPIs 13 5.3 Resubmitting a KPI form 13

6 Viewing uploaded KPI forms 14

7 Viewing KPIs 16

8 Reports 188.1 On demand Reports 19 8.2 Printing Reports/Graphs 22 8.3 Exporting Data 22

9 Contact Us 23

10 Appendix A - Taxi Key Performance Indicator (KPI) 25

Reporting Application User Access Form

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1. About the TAXI KPI Reporting Application

1.1 Introduction

New Taxi Network Standards were introduced on 1 July 2008.

The Standards apply to all authorised taxi-cab network providers operating within the Metropolitan, Newcastle and Wollongong Transport Districts and the Local Government Areas of Gosford and Wyong.

The Standards require performance reports to be provided to the NSW Transport & Infrastructure by the 14th of each month, pursuant to Clause 182 of the Passenger Transport Regulation 2007.

The Standards require taxi networks to submit each month:

(a) Standard taxi KPIs (13 KPIs)

(b) Wheelchair Accessible Taxis (WAT) KPIS (11 KPIs)

(c) WAT Performance Data Report (9 Performance Data)

1.2 What is the Application

The application provides an on-line reporting facility to allow taxi networks to submit their KPIs and Performance Data electronically through the NSW Transport & Infrastructure’s website.

Each taxi network is able to:

• Upload standard KPIs, WAT KPIs and WAT Performance Data electronically; • Update KPIs and Performance Data; • View uploaded KPIs and Performance Data; • Allow a taxi network to compare its KPI performance against the taxi industry; and • Create reports

1.3 Taxi Performance Reporting Requirements

Taxi networks are required to submit the performance reports using the KPI definitions that are detailed at Appendices 1 – 3 of the Taxi Network Standards.

The appendices identify the information each taxi-cab network provider is to report. The Taxi Networks Standards can be downloaded from the NSW Transport & Infrastructure’s website www.transport.nsw.gov.au

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1.3.1 User Types in KPI

There are two user types in Taxi KPI. a) A submitting user – these include: taxi networks, CCN and Zero-200 Despatch

Service. These users upload forms either for themselves or on behalf of other networks.

b) A non-submitting user – these are taxi networks that do not submit forms but can view their KPIs.

1.3.2 KPIs and Form Types

Taxi networks are required to report on the following KPIs

a) Standard taxis b) WAT KPIs c) WAT Data

The relevant form types that will be used by the taxi networks are shown below:

Standard (A_CCN) CCN will use Form Standard (A_CCN) to submit standard taxi KPIs for TCS, Silver Service, South Western Cabs, Yellow Cabs, ABC Cabs and Newcastle Taxis

Standard A and WAT (C_Non_WAT) Premier Cabs, Legion Cabs, RSL Cabs, St George Cabs, Manly Cabs, Doulis Logistics, Lime Taxis , Wollongong Radio Cabs and Central Coast Taxis

WAT(B) and WAT (C_own_Booking) Doulis Logistics, Lime Taxis, Wollongong Radio Cabs, Central Coast Taxis and CCN on behalf of Newcastle Taxis

WAT B1 and WAT B2 Zero 200 for Sydney WATs KPIs

WAT (C_Zero 200) Zero 200 for Sydney WATs Performance Data

1.3.3 Reporting Periods

The reporting period for Taxi KPI is a calendar month. From the 1st to the last (30th or 31st) of the month. Completed forms are expected by the 14th of the following month e.g. all forms for January are expected on or before the 14th of February.

A series of automated emails is sent out to uploading networks and bureau services: a) On the 1st of each month – email advising that completed forms are due b) On the 7th of each month – email reminding that completed forms are due (if they have not been received yet) c) On the 15th of each month – email advising that forms are overdue (if they have notbeen received).

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1.4 Getting Started on the Application

To access the Taxi Key Performance Indicator (KPI) reporting on-line you must register with the NSW Transport & Infrastructure and be issued with a username and password. The registration form is at Appendix A or can be downloaded from http://internet/sites/default/file/taxi/taxi-kpi-registration-form.pdf

If you need any help in registering please contact the Online Applications Support Officer on (02) 8836 3145 or via email at taxireporting@transport.nsw.gov.au

1.5 Privacy

The Taxi KPI application is to be used to notify the NSW Transport & Infrastructure, as per Clause 182 of the Passenger Transport Regulation 2007. Information collected by this site will be used for reporting purposes and may be forwarded to The Independent Pricing and Regulatory Tribunal (IPART).

The NSW Transport & Infrastructure collects and stores information about the user and the organisation solely to enable the proper and secure functioning of the Taxi KPI Reporting application. Users of the websites are entitled to expect that any information gathered as a result of that use will be treated within the terms of the NSW government's privacy responsibilities, obligations and practices as regulated by the New South Wales Privacy and Personal Information Protection Act 1988. Details on how your information may be managed or used are available on the website itself.

For further information on privacy issues as they relate to this site, please click on the following link New South Wales Privacy and Personal Information Protection Act 1998

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2 Logging into Taxi KPI

Taxi KPI is deployed as an Internet application.

2.1 Logging in The URL for the Taxi KPI application is:

https://appln.transport.nsw.gov.au/taxikpi/

1. Type the URL in the address field of the Internet Browser. Hit Enter when finished.

2. The Log-in page is displayed.

3. Enter the Username and Password and click on the Login button (or hit the Enter key on the keyboard).

The ‘Reset’ button will clear all information entered into the Username and Password fields.

Note: Usernames and Passwords are case sensitive. Passwords must be at least 6 characters long, contain at least one numeral and special character.

Usernames and Passwords are issued to individuals rather than organisations.

Upon successful login the Privacy Disclaimer is displayed:

Click on the ‘Proceed’ button to continue.

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2.2 Logging out of Taxi KPI The application can be exited at any time by clicking on the button located in the top right hand corner or selecting the ‘Logout’ menu option.

Note: Users will automatically be logged out after 20 minutes of inactivity.

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3 Home Page

The Home page is the first page displayed after clicking the ‘Proceed’ button on the Disclaimer Statement page.

The details of the logged on user together with their access rights are shown.

All outstanding KPI forms for the user can be seen on this page. By default only the currently required forms are shown, however outstanding forms for past periods can also be seen by changing the search criteria to ‘past reporting periods’.

For forms which have failed a ‘View’ link to their history is provided. By clicking on the ‘View’ link the users are taken to the ‘View Uploaded KPI Form’ page and they are able to check the reasons for failure, the incomplete KPIs and who performed the previous upload.

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4 Downloading templates

The templates for reporting KPIs have been updated and standardised. They must be used by all uploading networks and bureau services to submit their KPIs.

This functionality allows submitting users to download the latest templates.

Note: This is done only occasionally when templates change. NSW Transport & Infrastructure will advise if there are any changes to Templates.

It is not necessary to download templates every month.

Not all templates are applicable to all uploading users. Users will only see templates applicable to them.

To download a template:

1. Select ‘Download Templates’ from the global menu.

2. Click on the ‘Download’ link next to the required template to download it.

3. The template can then be either opened or saved for later use.

Note: This process will need to be done for each required template.

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Once a template is downloaded it must be setup correctly. Incorrectly set up templates will be rejected.

To set up a template:

a) Re-name it to a name that is meaningful to your organisation.

b) Set–up the template with the correct Taxi Network name, Reporting Month and Reporting Year. (The Reporting Month and Year will need to be changed for every month). If the template has more than one worksheet each worksheet must have the correct taxi network name.

Note: Apart from setting up (with correct Taxi Network Name, Reporting Month, Reporting year) DO NOT change the templates in any way.

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5 Uploading KPI Forms

This functionality allows submitting users to upload their completed forms.

Before submitting a form: 1. Make sure it has been set up correctly i.e. the network/bureau service name is correct (for

both file name and worksheet names if applicable) and the correct reporting month/year have been entered.

2. Make sure all relevant data is entered in correct format. For KPIs that do not have to be reported on leave the cells blank. Do not write ‘0’, ‘null’ or ‘N/A’.

Note: Forms that do not comply will be rejected.

To upload a KPI form:

1. Select ‘Upload KPI Form’ from the global menu.

2. Select the KPI Form which is being uploaded (A, B or C). This must match the template that has been completed.

3. Select the Reporting Period for which the form is being uploaded. This must correspond to the period that is stated in the form.

4. Use the Browse functionality to locate the file. 5. Enter comments regarding this file (if any). This is not a mandatory field and can be left

blank. 6. Click on the ‘Upload File’ button.

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Upon a successful upload the following message will be displayed.

Individual KPIs can be viewed by clicking the ‘View Uploaded KPIs’ button. Users can also upload another file by clicking on the ‘Upload Another Form’ button.

5.1 Incomplete KPI Forms In case of incomplete forms (where not all KPIs have been entered) the following message will display:

Click on the ‘View Uploaded KPIs’ button to view which KPIs are missing or have been entered incorrectly.

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5.2 Outstanding KPIs All outstanding KPIs are marked in red. These must be included in the form and the completed form must be reloaded.

5.3 Re-submitting a KPI form When uploading a modified form (completed forms may be uploaded many times) any changes to KPIs will be indicated in blue (when viewing the uploaded KPIs).

5.4 Missed benchmarks When uploading a KPI form the system will check for any unmet benchmarks (as set out in the Taxi Network Standards). When unmet benchmarks are found they will be indicated.

1. View the unmet benchmark. 2. Provide a reason for not meeting the benchmark. 3. Click on the ‘Complete Upload’ button.

Note: An email with the explanation for not meeting the benchmark will be sent to the KPI system administrator.

The upload is then able to be completed.

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5.5 TAXI plate validity check When uploading WAT performace forms – WAT (C) the system will check the validity of TAXI plates included in the uploaded file. If invalid plates are found the upload itself will still be successful. The KPI Administrator will be notified of invalid plates via an automated email.

5.6 KPI validation check If data in the uploaded forms does not meet the validation criteria the upload will fail and the errors will be displayed. All failed uploads can be seen in the ‘View Uploaded KPI forms’. The data need to be manually fixed by user and the form must be uploaded again.

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6 Viewing uploaded KPI forms

This functionality allows users to view the forms that they have uploaded into the system.

Note: Submitting users will see all KPI forms uploaded for their network.

1. Select ‘View Uploaded KPI Forms’ from the global menu.

2. By default all submitted forms will be showing. Narrowed results can be seen by using the search criteria.

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The status for each uploaded form is shown.

Status Description Icon Successful Form has been uploaded successfully. No

errors were found. Incomplete Form has been uploaded but not all KPIs have

been submitted. Failed Form has been rejected.

To view the details of each error/warning messages click on the ‘Show’ link on the left hand side next to the form. There will be no message for successfully uploaded forms.

Note: To view ‘Incomplete’ KPIs go to ‘View KPIs’.

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7 Viewing KPIs

This functionality allows all taxi networks to view their uploaded KPIs and their associated information.

Note: Each network will see only their own KPIs.

1. Select ‘View KPIs’ from the global menu.

2. Use the search criteria to define which KPIs are to be displayed:

3. Click on the ‘View’ button. The ‘Reset’ button clears out all previously selected search criteria.

4. A list of matching KPIs will display.

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The Header will contain some important information regarding the KPIs.

The Status will be indicated:

a) Green for completed and

b) Red for outstanding (this may be due to the fact that other KPIs need to be uploaded firstbefore an aggregate value is calculated).

KPIs which have been changed will be indicated with a blue colour and their status will be ‘Amended’. Click on the ‘View’ link to see the history of the KPI.

KPIs which are not required to be reported on will be indicated with [X].

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8 KPI Reports This functionality allows users to access their own data in the form of reports and graphs. It allows them to view the changes in their KPIs over time and in some cases allows for comparisons to the industry average.

1. Select ‘View KPI Reports’ from the global menu.

2. Select the required report

3. Depending on the report selected users will need to specify a number of other Report Criteria. It may be necessary to select the Taxi Network, the KPI Group (Standard, WAT or WAT Data Performance). Users may choose to compare their performance against the industry average by ticking the ‘Compare Against Industry’ box. Any Criteria marked with * is mandatory and must be selected before the report can be run. NOTE: the criteria will vary depending on the report selected.

4. Click on the ‘View’ button. The ‘Reset’ button clears out entered criteria.

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The report/graph is displayed.

Note: Different reports utilise different graphs (line/bar graphs).

8.1 On Demand Reports

Report Description

Number of Bookings Requested Shows Number of Bookings Requested over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average.

Number of Rejections Shows Number Rejections over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. For WAT KPIs it compares the network’s KPI to the aggregated value.

Number of Jobs Accepted Shows Number of jobs accepted over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. For WAT KPIs it compares the network’s KPI to the aggregated value.

Average Pickup Time without Offloads Shows the average pick-up time (in minutes) without offloads over a period of time. Report is

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(Minutes) per network. For Standard KPIs it compares the network’s KPI to the industry average.

Average Pickup Time with Internal Offloads (from July 2008))

Shows the average pick-up time (in minutes) with internal offloads over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. Data included is from July 2008 onwards.

Number of No Shows Shows the number of ‘no shows’ over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average.

Average Acceptance Time (Minutes) Shows the average acceptance time (in minutes) over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average.

Average Acceptance Time with Internal Offloads (from July 2008)

Shows the average acceptance time (in minutes) with internal offloads over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. Data included is from July 2008 onwards.

Number of Ringbacks Shows the number of ringbacks over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average.

Number of Bookings Offloaded Shows the number of bookings offloaded over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average.

Average Number of Radio Jobs Per Car Per Month

Shows the average number of radio jobs per month. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. For WAT KPIs it compares the network’s KPI to the aggregated value.

Number of WATs Operating on Network Shows the number of WATs operating on network over a period of time. Report is per network. For Standard KPIs it compares the network’s KPI to the industry average. For WAT KPIs it compares the network’s KPI to the aggregated value.

Total Taxi Pickups Shows total taxi pickups over a period of time. Report is per network and allows taxi networks to compare their own KPI with the average value for a region.

Average Pickup Time (Minutes) Shows the average pick-up time (in minutes) over a period of time. Report is per network and shows a comparison of the Standard 6.5.1 KPI to WAT 6.5 KPI.

Taxi Arrival Times – Standard and WAT Fleet

Report is per network. It compares the taxi arrival times of Standard KPI against WAT KPI for a particular region.

Number of Taxis@9am Shows number of taxis available at 9am over a period of time. Report is per network and allows

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taxi networks to compare their actual KPI value to the average value (in %) for their region.

Number of Taxis@9pm Shows number of taxis available at 9pm over a period of time. Report is per network and allows taxi networks to compare their actual KPI value to the average value (in %) for their region.

Number of Taxis@8am Shows number of WATs available at 8am over a period of time. Report is per network and allows taxi networks to compare their actual KPI value to the average value (in %) for their region.

Number of Taxis@4pm Shows number of WATs available at 4pm over a period of time. Report is per network and allows taxi networks to compare their actual KPI value to the average value (in %) for their region.

Pick Ups within 15 Mins Shows the number of pickups within 15 minutes. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Pick Ups within 30 Mins Shows the number of pickups within 30 minutes. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Pick Ups within 60 Mins Shows the number of pickups within 30 minutes. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Number of Calls Answered within 1 Min Shows the number of calls answered within 1 minute. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Number of Calls Answered within 2 Min Shows the number of calls answered within 2 minutes. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Number of Abandoned Calls to Total Calls Received

Shows the number of abandoned calls compared to total calls received. This report shows the industry average against a benchmark for a region. It is produced quarterly.

No Car Available (NCA) Shows the number of cars available. This report shows the industry average against a benchmark for a region. It is produced quarterly.

Number of WAT Rejections (Sydney Region, prior to July 2008)

Historical Report. Shows number of WAT Rejections over a specified period of time (up until July 2008). Note: Data is for the whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

Number of WAT Jobs Accepted (Sydney Region, prior to July 2008)

Historical Report. Shows number of WAT Jobs Accepted over a specified period of time (up until July 2008). Note: Data is for the whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

Average Number of WAT Radio Jobs Per Car Per Month (Sydney Region, prior to July

Historical Report. Shows number of WAT Radio Jobs per car, per month over a specified period of time (up until July 2008). Note: Data is for the

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2008) whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

Number of WATs Operating on Network (Sydney Region, prior to July 2008)

Historical Report. Shows number of WATs operating on a network over a specified period of time (up until July 2008). Note: Data is for the whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

Number of WAT Taxis @ 8am (Sydney Region, prior to July 2008)

Historical Report. Shows number of WATs operating on a network at 8 am over a specified period of time (up until July 2008). Note: Data is for the whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

Number of WAT Taxis @ 4pm (Sydney Region, prior to July 2008)

Historical Report. Shows number of WATs operating on a network at 4 pm over a specified period of time (up until July 2008). Note: Data is for the whole of Sydney Region – not for the individual taxi network. No comparisons to industry average can be made.

8.2 Printing Reports/Graphs This functionality allows users to print their reports.

1. Select the report. 2. View the Report. 3. Click on the ‘Print’ button.

4. Click on ‘Print’ again (in the bottom left hand corner). 5. If necessary select the printer to be printed on. The report/graph will be printed.

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8.3 Exporting Data This functionality allows users to export data to an Excel spreadsheet.

1. Select the report/data to be exported. 2. View the report. 3. Click on the ‘Export’ button.

4. Open or Save the file for later use.

Note: Data may be manipulated as required.

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9 Contact Us

This facility allows users to contact the NSW Transport & Infrastructure with any enquiries/questions/comments regarding the Taxi KPI application.

1. Select ‘Contact Us’ from the Global menu.

2. Enter the following: Email address – e-mail address where a reply should be sent. Contact Name – name of the person making the enquiry, Contact Phone Number, Taxi Network – the name of the taxi network making the enquiry and Further Information – this should describe the problem/issue/.

Note: 1. All fields are mandatory. They must be populated before a message can be successfully

submitted. 2. Users are able to type up to 2000 characters in the Further Information field.

3. Click on the ‘Submit’ button.

4. A confirmation message will appear.

5. Click on the ‘Close’ button to finish.

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The message will be emailed to the Taxi KPI Administrator at the NSW Transport & Infrastructure and will be answered via the user’s email or phone.

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APPENDIX A Transport & Infrastructure

Taxi Key Performance Indicator (KPI) Reporting Application User Access Form

The Taxi Network Standards took effect on 1July 2008.

The Standards apply to all authorised Taxi Networks operating within the Sydney Metropolitan, Newcastle, and Wollongong Transport Districts, and the Local Government Areas of Gosford and Wyong.

The Standards require performance reports to be provided to the NSW Transport & Infrastructure by the 14th day of each month. The reports required are Standard KPI, Wheelchair Accessible Taxi (WAT) KPI and WAT Performance Data.

Networks will be able to submit these reports online through the NSW Transport & Infrastructure’s website. This replaces the existing practice of emailing the performance reports.

How do I Register? Complete the following User Access form. For each person you want to access the system,

To remove a user email the individual’s name to the address below or alternatively, complete the following form and send it to the NSW Transport & Infrastructure.

you must nominate the appropriate level of access required: Levels of Access:

1) View: The user may only view data, they do not have access to submit or update data online; or

2) Submit: The user may view and submit data online. Return the form via fax, email or post. Details provided at the top of the form on the following page. Once registered, the user will receive an email with their username and password to access the website.

How do I add and/or remove a user?

To add a user, fill in the User Access Form and return via fax, email or post. Details provided at the top of the form on the following page.

For assistance please contact the Online Applications Support Officer on 02 8836 3145 or via

email at taxireporting@transport.nsw.gov.au.

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Transport & Infrastructure Taxi Key Performance Indicator (KPI) Reporting Application

User Access Form Return completed form by:

Fax: (02) 9891 8985, via email: taxireporting@transport.nsw.gov.au or by post to: Online Application Support Officer, Transport Operations, Locked Bag 5085, Parramatta, NSW 2124

Please provide the details requested below (USE BLOCK LETTERS).

Authorised Taxi Network Name Address (street) Address (postal)if different to above Telephone

All users must be registered before they can access the system.

All users no longer requiring access should be inactivated on the system.

Name of User to be Deleted

Certification I certify that the above persons are authorised to access the nominated databases on behalf of ____________________________________________(Taxi Network Name).

I have read and understood the Privacy, Confidentiality and Security Policies and the General Operation and Conditions of Use of the database that govern the use of the website. I have informed the nominated users accordingly. I agree to abide by them and oversee compliance by nominated users.

Name of New User Email Address Authorised Network to be accessed

Access (Please circle one)

View or Submit

View or Submit

View or Submit

View or Submit

View or Submit

This form is to be signed by the Designated Manager

Signature Name (USE LETTERS)

BLOCK Position LETTERS)

title (USE BLOCK Date

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Transport & Infrastructure Taxi Key Performance Indicator (KPI) Reporting Application

User Access Form

PRIVACY POLICY NSW Transport & Infrastructure collects and stores information about you and your organisation through this registration process solely to enable the proper and secure functioning of the Taxi KPI Reporting application. Users of the websites are entitled to expect that any information gathered as a result of that use will be treated within the terms of the NSW government's privacy responsibilities, obligations and practices as regulated by the New South Wales Privacy and Personal Information Protection Act 1988. Details on how your information may be managed or used are available on the website itself.

The nominated users are required to maintain the confidentiality of the data they enter. Should the user work for another network they will not share the information they have access to.

SECURITY POLICY The websites use the highest standard of encryption technology currently available for use on the Internet. This is based on 128 bit encryption and Internet security (SSL) certificates issued by a trusted online security authority (Verisign). The websites are best used with the latest browser versions. Using earlier browser versions (Internet Explorer v5.01 or earlier, or Netscape v4.6 or earlier) will cause security warnings and error pages to display because older browsers do not automatically recognise the certifying authority.

If you lose or forget your password, you should email taxireporting@transport.nsw.gov.au or contact the help desk on 02 8836 3145. Provided that NSW Transport & Infrastructure is satisfied that you are the authorised account holder, we will issue a new password. When a user leaves the organisation it is the network’s responsibility to advise the NSW Transport & Infrastructure the user name to be inactivated, to prevent unauthorised use. The website has a range of security features including automatic log off after a specified idle time and lock out after repeated failed log in attempts.

GENERAL OPERATION AND CONDITIONS OF USE

The Taxi KPI application is to be used to notify the NSW Transport & Infrastructure, as per Clause 182 of the Passenger Transport Regulation 2007. A network that fails to comply with the requirements of this clause may commit an offence. Information collected by this site will be used for reporting purposes and may be forwarded to The Independent Pricing and Regulatory Tribunal (IPART).

For technical assistance please contact the Online Applications Support Officer on 02 8836 3145 or via email on taxireporting@transport.nsw.gov.au

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