In the latest Ventra performance report, the CTA notes improvements in many key areas, but that “more progress is to be made.”
A key development is that software upgrades on bus card readers have been completed at all seven bus garages. A a result, bus tap times for Ventra cards have improved. About 99.95 percent of all bus taps were processed in 2.5 seconds or less, the performance level required by the CTA. About 40 percent of bus taps took 1.1 to 2.5 seconds for processing.
Meanwhile, 99.9 percent of rail tap times since Nov. 11 have been processed in less than 2.5 seconds. Almost 96 percent of rail taps were processed in less than 1 second.
In this performance report, the CTA provided a boatload of more performance metrics regarding the Ventra call center, including total calls received, percent of call answered without being placed on hold, average hold time per day, and average hold time by hour.
Some call center findings:
- Average hold times are now below 5 minutes throughout the daily operating period.
- On December 10, less than 1 percent of customers elected or were directed to leave a message.
- For a four-day stretch in the first week of December, more than 90 percent of calls were answered without being place on hold.
- The number of calls received dropped below an average of 10,000 per day starting Dec. 3.
The report shows a continuing climb in adoption rate of the Ventra card, with 1.14 million active accounts as of Dec. 10. That’s a 27 percent increase since Nov. 11.
Ventra cards were used to pay 69 percent of all fares during the first week of December.
The CTA gave no indication of when it would lift the “hold” on the rollout.
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