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CityLink reports mixed metrics, plans new app rollout and vendor change to 'Spare'
Summary
CityLink told the board April metrics (BA1 3,217; BA2 529; 2,477 on-time trips; on-time performance ~72.95%) and said it will roll out a new demand-response app (Spare) beginning in June; staff said a vendor change and internal promotions contributed to performance dips but improvements are expected by mid-June to late June.
A CityLink representative presented April service metrics and described operations and technology changes intended to improve on-time performance and customer experience.
"BA 1 was 3,217. Our number of on time trips were 2,477, with our on time performance having a small debt to 72.95," the CityLink representative said, delivering the monthly figures and noting a later correction that BA2 was 529.
The representative said CityLink will roll out a new demand-response application beginning in early June with the expectation that it will reach full functionality by the end of June. She said the prior vendor had customer-service and integration issues and that CityLink is switching to a vendor called Spare to reduce glitches and improve communication with operators and riders.
CityLink staff also said recent declines in on-time performance were in part caused by internal promotions and staffing transitions; several dispatchers formerly operating vehicles have been reassigned to dispatch roles to improve scheduling accuracy. Staff asked for patience during rollout and said they plan marketing outreach once the new system stabilizes so riders understand notification changes.
