This paper will describe a methodology to measure the quality and efficiency of special transportation services for the elderly and handicapped. The methodology uses a Leontief production function to develop measures of the quality of service provided. It relies on the production decisions of several agencies to create a measure of quality of service. A measure of quality of service is developed by specifying the appropriate production function and assigning agencies to positions on the expansion path. Inputs are classified into labour, equipment, capital, and organization. Quality of service measures are developed for three dimensions or aspects of service quality. These are extent of service, reliability, and safety. Measures of the efficiency of utilization of capital, labour and management personnel are then developed from the method. The methodology also provides an analysis of how resources can be better utilized to enhance the quality of service produced. The methodology was applied to 42 specialized transportation providers in the Chicago Metropolitan Area.
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