Ventra Performance Metrics

Week of November 18-21 (Monday-Thursday) On November 5, CTA announced new measures of accountability for Ventras contractor, Cubic Transportation Systems. CTA has been closely monitoring the contractors performance in a number of areasespecially functions that directly affect customers. This report is a summary of many of those performance areas. Overall, there has been improvement in nearly every performance area since November 5. And while many performance standards are now being met, there is much more progress required.

Taps Total taps, excluding cash transactions on bus, per week segmented by Ventra and Legacy (Chicago Cards and magnetic stripe fare cards). Ridership has remained relatively consistent since September 9, and the percentage of Ventra taps has continued to rise steadily. For the week of November 10-16, Ventra comprised 63 percent of total taps.
Weekly Market Share: Ventra v. Legacy
10,500,000 9,000,000 7,500,000 Tap Volume 6,000,000 4,500,000 3,000,000 1,500,000 Week Beginning

83%

78%

72%

68%

62%

57%

52%

47%

41%

37%

17%
9/8

22%
9/15

28%
9/22

32%
9/29

38%
10/6

43%

48%

53%

59%

63%

10/13

10/20

10/27

11/3

11/10

Ventra Taps

Legacy Taps

Transaction value: Nearly every day, the total value loaded onto Ventra cards increases. On Monday, 11/18, Ventra recorded $1M in fare sales.

Active Accounts Account data represents the volume of various active account types for the last fifteen business days. The data set illustrates a consistent upward trend in the number of active accounts during the period. As of November 20, there were approximately 980,000 active Ventra Accounts.
Active Accounts Daily Growth
1,000,000 900,000 800,000 700,000 600,000 500,000 400,000 300,000 200,000 100,000 10/31 11/1 11/4 11/5 11/6 Ventra 11/7 RTA 11/8 11/11 11/12 11/13 11/14 11/15 11/18 11/19 11/20 Other

Student/UPASS total

The Other category in the above graphic includes: Active and Disabled Military, Student/Child, O'Hare Employee etc. Call Center Data illustrates Call Center Volume on a daily basis since October 1. The graphic illustrates an approximately 10 percent decrease in average per day call volume from October to November. Earlier this month, the CTA directed Cubic to hire Convergys, a leading national call center company, to monitor call center performance and recommend quick improvements to elevate the quality of the centers. Cubic is paying for these services.
Call Center Total Calls Received Per Day
20,000 15,000 10,000 5,000 -

Calls Received

Avg. Daily Volume (Per Month)

Data illustrates call hold times on a daily basis.

Call Center Average Hold Time Per Day
7:12 6:36 6:00

MM:SS

4:48 3:36 2:24 1:12 0:00 2:06 2:00 1:13 3:48 2:42 2:30 2:36 3:06 2:36 3:30

2:24

11/9

11/10

11/11

11/12

11/13

11/14

11/15

11/16

11/17

11/18

11/19

11/20

Average Hold Time

Target

Notes: These are 24-hour average wait times across all queues; average hold times are higher during the daytime. This data includes when customers who request to be called back or are directly transferred to the message-taking center during peak call times. As of this week, about 10 percent of customers elect or are directed to leave a message. The current hold time for the registration queue is 42 seconds. Tap Times Rail: Data represents tap processing times for rail between November 11 and November 20 by examining 20-hour periods that includes AM and PM rush periods. Cubic has installed multiple software upgrades on rail over the past two weeks to address tap delays. Since November 11, 99.7% of all taps on rail have been processed in 2.5 seconds or less; a notable improvement can be seen with the most recent software upgrade that occurred over the weekend of November 15.

Rail Tap Response Time Pre and Post Software Upgrades

100.0% 99.0% 98.0% 97.0% 96.0% 95.0% 94.0% 93.0% 92.0% 91.0% 90.0% 10/20 - 10/27 11/11 (Pre Upgrades) 11/12 11/13 11/14 11/15 - 11/17 11/18 11/19 11/20 11/21 Target

> 2.5 Sec. 2.5 Sec.

Processing Times (11/19 11/21) Count 0.5 Seconds 1,660,833 0.6 Seconds 1.0 Seconds 992,474 1.1 Seconds 2.5 Seconds 138,974 > 2.5 Seconds 9,111 * Numbers rounded for presentational purposes

Percent 59% 35% 5% .3%

Cumulative 95% 5% .3%

Bus: The same software upgrades installed on rail are in the process of being deployed on bus. While preliminary, the initial results of the software upgrades over the initial 50,000 transactions appear to be positive as demonstrated by the data provided below. The installation of the upgrades across the full bus fleet will occur gradually over the remainder of the month.
Bus Tap Response Time Pre and Post Software Upgrades
100.0% 98.0% 96.0% 94.0% 92.0% 90.0% 88.0% 86.0% 84.0% 82.0% 80.0% 10/20 - 10/27 (Pre Software Upgrades) 11/19 11/20 11/21
Target

> 2.5 Sec. 2.5 Sec.

Processing Times (11/19 11/21) Count 0.5 Seconds 26,961 0.6 Seconds 1.0 Seconds 1,023 1.1 Seconds 2.5 Seconds 21,632 > 2.5 Seconds 14 * Numbers rounded for presentational purposes

Percent 54% 2% 44% .03%*

Cumulative 56% 44% .03%

Card Distribution Chicago Card Plus customers100 percent of cards have been shipped to addresses verified by customers. Every CC+ customer has received at least one follow-up email providing instructions on how to activate the card. In addition, CTA has made more than 120,000 calls to Chicago Card Plus customers to assist them with activating the card; in the event they have not received their card, they are being instructed on how to get a Ventra card and transfer their balances from Chicago Card Plus to Ventra. Chicago Card customers100 percent of cards have been shipped. Every CC customer has received at least one follow-up email providing instructions on how to activate the card. RTA card distribution80 percent of cards have been shipped.

Customer Service Center, 165 N. Jefferson (walk-up) Starting Monday, November 25, the walk-up customer service center will expand its operational hours to 7 a.m.-7 p.m. (from the current 8 a.m. to 4:30 p.m.) The Ventra Customer Call Center at 1-877-NOW-VENTRA (1-877-669-8368) remains available 24/7. ###