On November 5, 2013, the CTA announced new measures of accountability for Ventra’s contractor, Cubic Transportation Systems. Those requirements included lowering average call wait times to Ventra customer service to five minutes or less to speak to an operator; all Ventra reader taps process in 2.5 seconds or less, 99 percent of the time; and vending machines and card readers on buses and at rail stations have a 99 percent availability or “uptime.” This report is a summary of Ventra performance areas.
As of January 1, 2014, the vendor has met the CTA’s performance standards. The CTA continues to monitor Ventra’s performance closely to ensure consistency.