What is on-time performance?

On-time performance (OTP) measures the percentage of trips completed within the payer's time standards, usually a pickup window (for example 15 minutes before to 15 minutes after the scheduled time) and an appointment-arrival rule (no later than the appointment time). Brokers report OTP by provider and use it in trip assignment and contract reviews; many state contracts require 90 to 95 percent.

Why OTP matters for NEMT

OTP is the number brokers look at when deciding who gets trips. Providers with strong OTP receive more standing orders and better trip mix; providers with poor OTP get fewer trips and eventually lose the contract. Track it daily from GPS timestamps, not driver-reported times, and diagnose misses by cause: dispatch overbooking, traffic, rider not ready, or driver behavior each need a different fix. See the ultimate guide to NEMT KPIs.

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