Common use of SERVICE QUALITY EVALUATION Clause in Contracts

SERVICE QUALITY EVALUATION. 16.2.1 Evaluation of service quality a. The Operator shall be evaluated on the performance parameters as defined in Schedule X on quarterly basis; b. The variation in service quality would be used for the review and revision of PKOMF as per Clause 16.1.13; c. Authority shall monitor the performance of the Operator on its own or through a Third Party. 16.2.2 Calculation of service quality a. The service quality shall be calculated as12: Qsc= [(Rt * 10 + Rk * 9) + (Ps * 12 + Pd * 7) +B * 17+ (Sg * 12 + Ss * 17) + U Where, Qsc = Service quality contracted Rt = Trips operated Rk = Kilometre operated Ps = Start of trips (Origin) Pd = Arrival of trips (Destination) B = Operational reliability Sg = General safety – number of accidents during operations Ss = Severity – number of fatalities during operations U = User Satisfaction Qsa= [(Rtª * 10 + Rkª * 9) + (Psª * 12+Pdª * 7) + Bª * 17 + (Sgª * 12 + Ssª * 17) + Uª * 16]/100 Where, Qsa = Service quality achieved Qsv= (Qsa-Qsc) /Qsc% Where, Qsv = Variation in service quality Qsv ‘-ve’ value reflects overall deterioration in Service quality Qsv ‘+ve’ value reflects overall improvement in service quality

SERVICE QUALITY EVALUATION. 16.2.1 16.4.1 Evaluation of service quality a. The Operator shall be evaluated on the performance parameters as defined in Schedule X on quarterly basis; b. The variation in service quality would be used for the review and revision of PKOMF as per Clause 16.1.13Passenger Fare; c. The Authority shall monitor the performance of the Operator on its own or through a Third Party. 16.2.2 16.4.2 Calculation of service quality a. quality The service quality shall be calculated as12as16: Qsc= [(Rt * 10 + Rk * 9) + (Ps * 12 + Pd * 7) +B * 17+ (Sg * 12 + Ss * 17) + U * 16]/ 100 Where, Qsc = Service quality contracted Rt = Trips operated Rk = Kilometre operated Ps = Start of trips (Origin) Pd = Arrival of trips (Destination) B = Operational reliability Sg = General safety – number of accidents during operations Ss = Severity – number of fatalities during operations U = User Satisfaction Qsa= [(Rtª * 10 + Rkª * 9) + (Psª * 12+Pdª * 7) + Bª * 17 + (Sgª * 12 + Ssª * 17) + Uª * 16]/100 Where, Qsa = Service quality achieved Qsv= (Qsa-Qsc) /Qsc% Where, Qsv = Variation in service quality Qsv ‘-ve’ value reflects overall deterioration in Service quality Qsv ‘+ve’ value reflects overall improvement in service qualityquality Qsv value shall be limited to actual or ± 10% which ever absolute value is lower. For negative value of Qsv, only 60% of Qsv is to be considered in revision.