Major Incidents
Major Incidents are incidents that delay 50 or more trains. Such events cause the most disruption to customers.
Major Incidents
Major Incidents are incidents that delay 50 or more trains. Such events cause the most disruption to customers. Major incidents are separated into six categories:
- Track - Track fires, broken rails, switch trouble, and other track conditions.
- Signals - Signal and track circuit failures, and other equipment and transmission problems related to signals, both for conventional color-light signals and for new technology Communications-Based Train Control (CBTC) signals.
- Persons on Trackbed/Police/Medical - Police and/or medical activity due to sick customers, vandalism, assault, persons struck by trains, unauthorized persons on tracks, and suspicious packages.
- Stations & Structures - Obstructions and other structural problems, such as damage to tunnels or debris on the right-of-way; electrical problems such as defective wires, cables, and power systems that aren’t on trains, including traction power to run the trains.
- Car Equipment - Broken doors, seats, windows, lights, brakes, and other problems caused by defective trains, such as power or air conditioning failures.
- Other - Inclement weather, water conditions, external power supply failures, as well as drawbridge openings and other external conditions, such as unstable nearby buildings, nearby fires, civil demonstrations, and/or parades.
Filtering by AM or PM peak only shows incidents that began during the selected time period (regardless of incident duration)
Service Delivered
Service Delivered measures the percentage of scheduled trains that are actually provided during peak hours.
Service Delivered
Service Delivered (sometimes referred to as throughput) measures our ability to deliver the scheduled service. Service Delivered is measured along the busiest part of the line, which reflects service across the entire line, and is reported as the percentage of scheduled trains that are provided during peak hours.
Additional Platform Time
Additional Platform time is the estimated average time that customers spend waiting at a station beyond their scheduled wait time.
Additional Platform Time
Additional Platform Time (APT) is the estimated average extra time that customers spend waiting on the platform for a train, compared with their scheduled wait time. This estimate is for each individual train a customer uses in their journey, not all trains in their journey combined. APT is measured using a combination of customers’ MetroCard/OMNY entry data into stations, scheduled arrival and departure times from stations (including adjustments for planned work), and actual arrival and departure times from stations. The measure uses information from the real-time train tracking technologies that provide train arrival information. See Help page for more information.
Additional Train Time
Additional Train Time is the estimated average time customers spend onboard a train beyond their scheduled travel time.
Additional Train Time
Additional Train Time (ATT) is the estimated average extra time that customers spend onboard a train, compared to the time they would have spent onboard a train if trains were running according to schedule. This estimate is for each individual train a customer uses in their journey, not all trains in their journey combined. ATT is measured using a combination of customers’ MetroCard/OMNY entry data into stations, scheduled arrival and departure times from stations (including adjustments for planned work), and actual arrival and departure times from stations. The measure uses information from the real-time train tracking technologies that provide train arrival information. See Help page for more information.
Customer Journey Time Performance
Customer Journey Time Performance is the estimated percentage of customers’ trips that are completed within 5 minutes of the scheduled time.
Customer Journey Time Performance
Customer Journey Time Performance (CJTP) estimates the percentage of customer trips with a total travel time within 5 minutes of the scheduled time. It is equivalent to the percentage of customer trips with Additional Platform Time (APT) + Additional Train Time (ATT) less than 5 minutes. See the pages for APT and ATT for more information on how they are calculated. Like APT and ATT, CJTP is estimated for each individual train a customer uses in their journey, not all trains in their journey combined. See Help page for more information.
Mean Distance Between Failures reports how frequently train mechanical problems cause delays.
Mean Distance Between Failures
Mean Distance Between Failures (MDBF) reports how frequently car-related problems such as door failures, loss of motor power, or brake issues cause a delay of over five minutes. It is calculated by dividing the number of miles train cars run in service by the number of incidents due to car‐related problems.
The Subway Car Passenger Environment Survey Key Performance Indicators measure train car comfort and convenience.
Subway Car Passenger Environment Survey Key Performance Indicator (PES-KPI)
These indicators combine the results of surveys of a number of different aspects of subway car condition in three categories:
- Appearance - Do the trains appear clean? Are they free of graffiti?
- Equipment - Does the equipment work – the door panels, lighting, heat and air-conditioning?
- Information - Is the Information helpful and appropriate? Are there maps, proper signage? Are the conductor’s announcements clear?
Subway Car PES-KPI is reported for weekdays only. Due to statistical variations in the monthly surveys, this number is reported as a 12-month average.
The Station Passenger Environment Survey Key Performance Indicators measure station comfort and convenience.
Station Passenger Environment Survey Key Performance Indicator (PES-KPI)
These indicators combine the results of surveys of a number of different aspects of station condition in three categories:
- Physical Appearance - Is the station clean and free of graffiti?
- Equipment - Are MetroCard vending machines, turnstiles and station attendant booths in working order?
- Information - What service information is available to our customers to help ease their commute? Are there maps easily visible and in good condition? Are Transit employees available, in proper uniform and able to provide customer assistance? Is the signage clear and up‐to‐date?
Station Environment PES-KPI is reported for weekdays only. Due to statistical variations in the monthly surveys, this number is reported as a 12-month average, available by borough.
Elevator and Escalator Availability measures the percent of time that elevators or escalators are operational systemwide
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Elevator and Escalator Availability
Elevator and Escalator Availability is the percent of time that elevators or escalators are operational system wide. Availability for a given time period is measured by determining the percentage of that time period a unit is available for customer use. All service outages, regardless of cause, count as downtime in availability calculations, except for units out of service for capital rehabilitation (which are excluded).
These numbers include weekdays and weekends.
Wait Assessment measures how regularly trains are spaced.
Wait Assessment
Wait Assessment (WA) measures how regularly the trains are spaced during peak hours at selected timepoints on each line. To meet the standard, the headway (time between trains) can be no greater than 25% more than the scheduled headway. This provides a percentage of trains passing the standard, but does not account for extra service operated, is not weighted to how many customers are waiting for the trains at different stations, does not distinguish between relatively minor gaps in service and major delays, and is not a true measurement of time customers spend waiting on the platform.
Terminal On-Time Performance measures the percentage of trains arriving at their destination terminals as scheduled.
Terminal On-Time Performance
Terminal On-Time Performance (TOTP) measures the percentage of trains arriving at their destination terminals as scheduled. TOTP is a legacy metric that is calculated as the percent of trains that arrive within 5 minutes of their scheduled arrival times. This provides a measure of trains arriving within the standard, and not a direct measure of customer travel time, particularly since relatively few customers travel all the way to the end of a line.