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Definition
A dispatch logic or algorithm used by NEMT Brokers and software platforms to automatically distribute trip volume to transportation providers based on performance metrics (e.g., on-time rates, low complaint ratios, vehicle quality) rather than just lowest price or random assignment.
Overview
Why it Matters
This is how providers grow. High-performing providers are "rewarded" with more trips (and often the more profitable long-distance trips), while poor performers are "throttled."
How it Works
The software assigns a "score" to each provider. When a new trip enters the system, the algorithm offers it to the highest-scoring provider in that zone first.
Code Comparison
Comparison: Meritocracy vs. First-Come-First-Serve
Meritocracy: The best provider gets the trip.
First-Come-First-Serve: The fastest provider to click "Accept" gets the trip (often leads to speeding/unsafe behavior).
Common Questions
- The Death Spiral: A provider has one bad week, their score drops, they get fewer trips, their revenue drops, they can't afford repairs, and their score drops further.
- Gaming the System: Rejecting difficult trips (e.g., bariatric stairs) to keep "On-Time" stats high, falsely inflating the merit score.
- Transparency: Brokers should show providers their "Scorecard" so they know why their trip volume has changed.
- Appeal Process: Allow providers to dispute a "Late Arrival" if it was caused by the member, so it doesn't hurt their merit score.
Sources
Software Logic Context (RouteGenie/Bitrix24 NEMT Frameworks)