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Member and Provider Services Unit

Ret: % of pickup/return trips the transportation contractor completes on time

Current Value


Feb 2023


Line Bar

Notes on Methodology

Story Behind the Curve

This performance measure is important because it shows that the transportation contractor is performing in compliance with contractual standards regarding member pick up and drop off for scheduled appointments and that members are getting to their appointments on time.      

The Transportation Team receives reports from Vermont Public Transportation Association (VPTA) on a monthly basis and monitors the on-time pick up and drop off times. If at any given time the rate drops below 95%, VPTA is required to give us a corrective action plan. On an annual basis, the Transportation Team puts together a “Road Show” for the contractor and sub-contractors to inform them of changes and to give feedback.  The team also completes audits semi-annually on the sub-contractors of VPTA on time of pick up and drop off and other necessary statistics.   Twice a year, the team also performs random outreach to approximately 100 members who have received NEMT rides to ensure they are getting to picked up and delivered to appointments on time. The past year has only resulted in one member complaining that the driver was a “few minutes late”

The trend line for this measure has been at or above the 98% mark since the inception of this contract.  PMR NEMT staff continually monitor this and other contractual requirements for compliance and proper execution.  PMR NEMT staff also respond accordingly to all situations involving possible performance deficiencies, infractions, or complaints received by our office.

Narrative last updated:  04/07/23


  • Vermont Public Transportation Association (VPTA)
  • Medicaid members

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