Key Performance Indicator Standards - Taxi Industry

Key Performance Indicator (KPI) standards have been established to monitor the quality of service standards and vehicle availability across the NT. These new KPI standards were established through a working group formed as part of the Commercial Passenger Vehicle (CPV) Industry Reform process. The working group had taxi industry representatives from the Taxi Council of the NT, operators, drivers and networks.

KPIs will address the quality of service standards which include such things as the time it takes to successfully dispatch the booked job and the waiting times for passengers.

Data collected will assist in ensuring the CPV industry provides best practice service to customers. Services will include:

• providing a high service standard to the travelling public;
• monitoring safety of passengers and drivers;
• reporting and resolving complaints; and
• keeping good management records.

The Department of Infrastructure, Planning and Logistics will monitor compliance requirements and ensure the industry is meeting the KPIs in relation to service standards and availability.

For more information view the full set of KPIs DOCX (24.1 KB).