ValleyBike_SLA Report_June 2020
June 2020 – ValleyBike Share – SLA Performance Measures Reporting Requirements
Performance Indicators, Descriptions, & Performance
Standards
Response
Type
Comments/Explanations
1. Station Uptime: Kiosk screen is working and able to take
payments. Station is charging (unless otherwise agreed).
Wayfinding panels are in place and in good condition. Station
lights are functioning. (85%)
N/A Non-applicable as agreed per 2020 Relaunch Plan.
2. Back Office Uptime: Central computer system, email and
phone lines in service. (95%)
Complies Bewegen Backoffice central computer system, email, and
phones lines operational 100% of the time.
3. Bicycle Redistribution: Each station has two available and
working bikes and two available docks. (90%)
N/A Non-applicable as agreed per 2020 Relaunch Plan.
4. Bicycle Availability: Bicycles are working, available for use, in
docks or in use. (85%)
N/A
Non-applicable as agreed per 2020 Relaunch Plan, on
average 121 bikes were available at all times.
5. Website Uptime: Website is in service. Complies ValleyBike website https://www.valleybike.org/ operational
100% of the time.
6. Bicycle Cleanliness: Each bicycle is cleaned. Complies All bicycles are visually inspected and routine cleaning is
conducted by Field Unit Drivers and Bicycle Mechanics at a
minimum of once per week.
7. Station Cleanliness: Each station is cleaned.
Complies Stations are cleaned by brushing smart rails, wiping bikes,
and cleaning kiosk/station and docks units bi-weekly. Every
station is cleaned at a basic level daily by Field Unit
Drivers.
8. Bicycle Maintenance: Each bicycle undergoes preventative
inspection, and maintenance as needed.
Complies
All bicycles are visually inspected and routine maintenance
inspection is conducted at a minimum of once a month.
9. Station Maintenance: Each station undergoes preventative
inspection.
Complies
All stations are visually inspected and routine maintenance
inspection is conducted by Station Technician at a
minimum of once a month.
10. Call Center Responsiveness: Incoming calls are answered
within 30 seconds or less.
Complies
All complaints are logged by Operation Specialists (OS)
daily. Call Center calls: average time to answer 20
seconds.
11. Call Center Dropped Calls: Less than 10% of calls are
dropped.
Complies
Call Center Dropped Calls: 0%.
12. Non-Call Customer Responsiveness: customer emails,
mail, and social media interactions are responded to within
24 hours.
Complies
100% of email, mail, and social media requests are
responded to by OS within 24 hours or less.
13. Equipment Documentation and Audit: All docks,
wayfinding, kiosk, and bicycle serial numbers and
identification numbers shall be reported by each station and
each community with some provision for audits (either real
time electronic reporting on the location of all bikes or exact
location on the first day of each season and the mid-point of
the season when bikes are redistributed by town). Bewegen
shall provide all reasonable assistance to allow a physical
audit of all equipment and its location by member
communities.
Complies
Equipment inventory is kept continually. All missing/stolen
bikes are reported to the police.
14. Membership data: Reporting on annual, monthly, day, and
other memberships
Complies
Membership data can be found in the SLA Dashboard
Report and Membership Report.