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12 Sharing the Costs of Human Services Transportation Table 4-2. Additional transportation program data. Types of Data Common Measures More Detailed Measures Additional Measures Cost of Total dollar costs Operating costs Value of in-kind or Services Administrative costs donated services or Capital costs property Service Total vehicle miles Services provided by paid Trip denials Outputs Total vehicle hours staff versus volunteers, in Delays or complaints large versus small vehicles, Road calls in group trips versus Accidents individual trips Services Total number of trips Trips by type, such as Passenger revenues Consumed Total unduplicated ambulatory or non- Passenger miles number of persons ambulatory receiving services Passengers by type, such as seniors or persons with disabilities for these various tasks. Knowing which agencies could offer the greatest values in donated services or materials could help in the selection process. · Why do some trips cost more than others? Some trips require more time or may cover greater distances. Adding information about types of passengers (e.g., for ambulatory or non- ambulatory riders) could help explain differences in actual or anticipated trip costs. Some trips have greater administrative burdens such as special billing requirements, prior authorizations, and client eligibility. · Are we providing high-quality services? Adding service output measures such as trip denials and complaints would provide an assessment of service quality that would ensure that com- parisons were being made among like services. Customer satisfaction surveys can illuminate problems such as excessive waiting times to book trips or similar problems. · Are services being provided to those persons who need them the most? Adding information about types of riders (by age, disability status, or other characteristics) helps programs under- stand if they are targeting their services to their intended target groups, who generally include persons with the greatest travel needs. · Are the riders charged appropriate fares for their rides? Information on revenues from riders is useful for budgeting purposes and for calculating subsidies if subsidies are needed, but many human services transportation programs do not collect fares from their riders. Some transportation systems serving the general public also do not collect fares from the riders; instead, they use other taxes or local fees to support the system to avoid administrative costs of handling cash. Current Efforts Often Are Incomplete Table 4-3 shows current data collection procedures for some of the major federal programs serving the general public and persons with special travel needs. Specific data availability, assessed at the state or federal level, is expressed in the following range: · Highly detailed. · Available. · Often available. · Sometimes available. · Seldom available. · Not available.