On Time Performance

Define custom violation rules per broker contract so late pickups are flagged before they become penalties

With On Time Performance, The Broker Compliance Officer can track on-time performance by broker rules so they can catch violations before they are reported — resulting in protected on-time metrics.

The Problem

The Core Problem
Different broker contracts have different on-time requirements, and providers have no system-level way to track compliance against broker-specific rules in real-time.
The Scenario
A provider serves 3 brokers with different on-time windows: Broker A allows a 15-minute window, Broker B allows 10 minutes, and Broker C requires arrival within 5 minutes. The dispatcher has no system-level way to apply different rules to different trips.
Why It's Urgent
Brokers penalize providers when on-time performance drops below contractual thresholds (typically 90 to 95%). Penalties range from reduced trip allocations to contract termination. The provider discovers violations only in the monthly broker report — 30 days too late to take corrective action.
Without MediRoutes
Dispatcher memorizes each broker on-time window and watches the clock manually. This is impossible to sustain across 300 daily trips with 3 different standards.
With MediRoutes
Custom violation sets configured per broker contract. The system flags trips approaching or exceeding their broker-specific on-time window in real-time. Dispatchers see violations as they develop, not 30 days later in a broker report.

Who This Helps

The Broker Compliance Officer
Responsible for meeting on-time performance targets across 3 broker contracts with different standards.
Frustrations
  • Different on-time rules per broker with no system support
  • Violations discovered 30 days after they happen
  • Cannot take corrective action until the monthly report arrives
Pain Points
  • Contract penalties from on-time performance below threshold
  • No real-time visibility into performance by broker
Ideal Workflow
See real-time on-time performance per broker, get alerts when trending below threshold, act before violations accumulate
The Dispatcher
Manages routes where different trips have different on-time windows. Needs alerts when a trip is at risk of violating its specific window.
Frustrations
  • Cannot remember which trips have 5-minute vs 15-minute windows
  • No warning before a violation occurs
  • On-time issues compound before anyone notices
Pain Points
  • Late pickups cascade when the first violation is not caught
  • No way to prioritize which trips need urgent attention
Ideal Workflow
System highlights trips approaching their on-time window, dispatcher intervenes before the violation occurs

How It Works

Each step shows what happens when things go right — and what MediRoutes does when they don't.

Start / End
Process Step
Decision Point

Common Questions

Yes. Violation sets can be configured per broker, per trip type (ambulatory, wheelchair, stretcher), and per service area. A stretcher trip might have a wider window than an ambulatory trip even within the same broker contract.
On-time is defined as the driver arriving at the pickup location within the configured window of the scheduled time. Arrival is determined by GPS geofence, not by manual check-in.
Alerts can be configured as visual indicators on the dispatch map, audio notifications, or both. Trips trending toward violation change color on the map u2014 yellow for warning, red for violation.
Yes. Performance reports can be exported per broker with their specific metrics. This is useful for contract renewal discussions and for demonstrating compliance improvements.