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Previous FrontPage Edition 2 Mar
2005
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Back to
FrontPage
of Article
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Singapore Taxis - Quality of Service Standards for 4QTR 2004 |
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Performance Indicators |
Comfort |
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Sep 04 |
Oct 04 |
Nov 04 |
Dec 04 |
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1 |
Availability
of taxis via radiophone booking
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1-1 |
Call Answer Rate
The percentage of calls answered by the taxi despatch system,
and should be at least 90%. |
Ö |
Ö |
F |
Ö |
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1-2 |
Waiting time to answer calls
The time taken for the taxi despatch system to answer incoming
calls, and should be within 30 seconds at least 85% of the
time. |
Ö |
Ö |
Ö |
Ö |
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1-3 |
Cater Rate
The percentage of calls that lead to a taxi being allocated to
a caller, and should be at least 90% of the time. |
Ö |
Ö |
F |
Ö |
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1-4 |
Waiting time to confirm taxi
The time taken to inform a caller whether a taxi is available
from the time the call is answered, and should be within 5
minutes, 90% of the time. |
Ö |
Ö |
Ö |
Ö |
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1-5 |
Waiting time for taxi to arrive
The time that a passenger has to wait for the taxi to arrive
after the booking is confirmed, and should be within 10
minutes, 85% of the time. |
Ö |
Ö |
Ö |
Ö |
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2 |
Safety |
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2-1 |
Accident Rate
The number of accidents involving the taxi company’s taxis,
and should not be more than 0.020 accidents per 100,000 km, or
2 accidents per 10 million km. |
F |
F |
Ö |
F |
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2-2 |
First Inspection Passing Rate
The percentage of taxis of a taxi company that pass the
statutory inspection on the first attempt, and should be at
least 95%. |
Ö |
Ö |
Ö |
Ö
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3 |
Customer Satisfaction |
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3-1 |
Offence Rate
The number of offences committed by the taxi driver of a taxi
company, and should not be more than 0.020 per 100,000 km, or
2 offences per 10 million km. |
Ö |
Ö |
Ö |
Ö
|
-
A tick (Ö)
indicates
that the taxi company passed the indicator, while an ‘F’ denotes
“failure”.
-
Accident rate is
based on results of initial investigation.
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Performance Indicators |
CityCab |
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Sep 04 |
Oct 04 |
Nov 04 |
Dec 04 |
|
1 |
Availability of
taxis via radiophone booking
|
|
1-1 |
Call Answer Rate
The percentage of calls answered by the taxi despatch system,
and should be at least 90%. |
Ö |
Ö |
F |
Ö |
|
1-2 |
Waiting time to answer calls
The time taken for the taxi despatch system to answer incoming
calls, and should be within 30 seconds at least 85% of the
time. |
Ö |
Ö |
F |
Ö |
|
1-3 |
Cater Rate
The percentage of calls that lead to a taxi being allocated to
a caller, and should be at least 90% of the time. |
Ö |
Ö |
F |
F |
|
1-4 |
Waiting time to confirm taxi
The time taken to inform a caller whether a taxi is available
from the time the call is answered, and should be within 5
minutes, 90% of the time. |
Ö |
Ö |
Ö |
Ö |
|
1-5 |
Waiting time for taxi to arrive
The time that a passenger has to wait for the taxi to arrive
after the booking is confirmed, and should be within 10
minutes, 85% of the time. |
Ö |
Ö |
Ö |
Ö |
|
2 |
Safety |
|
2-1 |
Accident Rate
The number of accidents involving the taxi company’s taxis,
and should not be more than 0.020 accidents per 100,000 km, or
2 accidents per 10 million km. |
F |
F |
F |
F |
|
2-2 |
First Inspection Passing Rate
The percentage of taxis of a taxi company that pass the
statutory inspection on the first attempt, and should be at
least 95%. |
Ö |
Ö |
Ö |
Ö
|
|
3 |
Customer Satisfaction |
|
3-1 |
Offence Rate
The number of offences committed by the taxi driver of a taxi
company, and should not be more than 0.020 per 100,000 km, or
2 offences per 10 million km. |
Ö |
Ö |
Ö |
Ö |
-
A tick (Ö)
indicates
that the taxi company passed the indicator, while an ‘F’ denotes
“failure”.
-
Accident rate is
based on results of initial investigation.
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Performance Indicators |
SMRT Taxis |
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Sep 04 |
Oct 04 |
Nov 04 |
Dec 04 |
|
1 |
Availability of
taxis via radiophone booking
|
|
1-1 |
Call Answer Rate
The percentage of calls answered by the taxi despatch system,
and should be at least 90%. |
Ö |
Ö |
Ö |
Ö |
|
1-2 |
Waiting time to answer calls
The time taken for the taxi despatch system to answer incoming
calls, and should be within 30 seconds at least 85% of the
time. |
Ö |
Ö |
Ö |
Ö |
|
1-3 |
Cater Rate
The percentage of calls that lead to a taxi being allocated to
a caller, and should be at least 90% of the time. |
Ö |
F |
Ö |
Ö |
|
1-4 |
Waiting time to confirm taxi
The time taken to inform a caller whether a taxi is available
from the time the call is answered, and should be within 5
minutes, 90% of the time. |
Ö |
Ö |
Ö |
Ö |
|
1-5 |
Waiting time for taxi to arrive
The time that a passenger has to wait for the taxi to arrive
after the booking is confirmed, and should be within 10
minutes, 85% of the time. |
Ö |
Ö |
Ö |
Ö |
|
2 |
Safety |
|
2-1 |
Accident Rate
The number of accidents involving the taxi company’s taxis,
and should not be more than 0.020 accidents per 100,000 km, or
2 accidents per 10 million km. |
F |
F |
Ö |
Ö |
|
2-2 |
First Inspection Passing Rate
The percentage of taxis of a taxi company that pass the
statutory inspection on the first attempt, and should be at
least 95%. |
Ö |
Ö |
Ö |
Ö |
|
3 |
Customer Satisfaction |
|
3-1 |
Offence Rate
The number of offences committed by the taxi driver of a taxi
company, and should not be more than 0.020 per 100,000 km, or
2 offences per 10 million km. |
Ö |
Ö |
Ö |
Ö |
-
A tick (Ö)
indicates
that the taxi company passed the indicator, while an ‘F’ denotes
“failure”.
-
Accident rate is
based on results of initial investigation.
|
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Performance Indicators |
Yellow-Top Cab Pte Ltd
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Sep 04 |
Oct 04 |
Nov 04 |
Dec 04 |
|
1 |
Availability of
taxis via radiophone booking
|
|
1-1 |
Call Answer Rate
The percentage of calls answered by the taxi despatch system,
and should be at least 90%. |
Ö |
Ö |
F |
Ö |
|
1-2 |
Waiting time to answer calls
The time taken for the taxi despatch system to answer incoming
calls, and should be within 30 seconds at least 85% of the
time. |
Ö |
Ö |
Ö |
Ö |
|
1-3 |
Cater Rate
The percentage of calls that lead to a taxi being allocated to
a caller, and should be at least 90% of the time. |
Ö |
Ö |
F |
Ö |
|
1-4 |
Waiting time to confirm taxi
The time taken to inform a caller whether a taxi is available
from the time the call is answered, and should be within 5
minutes, 90% of the time. |
Ö |
Ö |
Ö |
Ö |
|
1-5 |
Waiting time for taxi to arrive
The time that a passenger has to wait for the taxi to arrive
after the booking is confirmed, and should be within 10
minutes, 85% of the time. |
Ö |
Ö |
Ö |
Ö |
|
2 |
Safety |
|
2-1 |
Accident Rate
The number of accidents involving the taxi company’s taxis,
and should not be more than 0.020 accidents per 100,000 km, or
2 accidents per 10 million km. |
F |
F |
F |
Ö |
|
2-2 |
First Inspection Passing Rate
The percentage of taxis of a taxi company that pass the
statutory inspection on the first attempt, and should be at
least 95%. |
Ö |
Ö
|
Ö |
Ö
|
|
3 |
Customer Satisfaction |
|
3-1 |
Offence Rate
The number of offences committed by the taxi driver of a taxi
company, and should not be more than 0.020 per 100,000 km, or
2 offences per 10 million km. |
Ö |
Ö
|
Ö |
Ö |
-
A tick (Ö)
indicates
that the taxi company passed the indicator, while an ‘F’ denotes
“failure”.
-
Accident rate is
based on results of initial investigation.
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Source:
Land Transport Authority Press Release 1
Mar 2005 |
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