Measurement and Goals

We develop and implement KPI systems – Key Performance Indicators, which serve as a foundation for informed decision-making. Our approach is based on a "balanced system" framework – one that recognizes internal tensions and helps balance them:

Reliability vs. Efficiency – providing accurate, timely service may require slower operations or increased resources.
Occupancy vs. Satisfaction – high load saves resources but harms the user experience.
Availability vs. Cost – expanding service must meet budgetary constraints.

The metrics are structured to allow for a full analysis from macro to micro: comparisons between areas, sectors or time periods, as well as identification of specific issues at the line or station level.

Use Cases

Service Reliability Index

Rather than measuring only schedule deviations, we developed a reliability index based on the passenger experience in a way that represents the passenger presumed waiting time. This index supports a sensitive, fair, and relevant measure of service quality.

Using Metrics for New Network Planning

With the evaluation methodology we developed, transportation network alternatives can be compared using a consistent set of performance criteria, including availability, accessibility, frequency, occupancy, and reliability.

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