Service levels
Overall SLA compliance
The share of contractual service obligations met, weighted by their importance in each concession contract. The single measure of contract delivery.
- Group, year to dateDemo: demo figure, not measured data
- 95.0%
- weighted by contract obligations
- On target
How it’s calculated
Contract obligations met, weightedContract obligations due, weighted × 100Contract obligations met, weighted ÷ contract obligations due, weighted × 100
Higher is better. Group figures add the numerators and the denominators across concessions, then divide. Averaging concession values would over-weight small networks.
In the demo, group figures are concession values weighted by network length.
Target and ownership
- Target
- ≥ 95.0%
- Watch
- Between 92.0% and 95.0%
- Off target
- Below 92.0%
- Approved by
- COO, February 2026
- Owner
- Director of Operations
- Reported
- Monthly, after contract assessment
How far to trust it
- Source system
- Contract management system
- Feed
- Operational logs (TMC, SOS, SCADA), every 1 min
- Freshness
- In window
- Data quality
- 95 of 100
- Validated
- 93% of values
From source to screen
- Source systemContract management system at each concession
- FeedOperational logs (TMC, SOS, SCADA), refreshed every 1 min
- ChecksCompleteness, valid ranges and duplicates; failing records are held back
- CalculationContract obligations met, weighted ÷ contract obligations due, weighted × 100, monthly, after contract assessment
- Used inOverview, theme pages, reports and the assistants
By concession
| Concession | Value | Status |
|---|---|---|
| Ruta 27 | 90.6% | Off target |
| Ruta Portuaria | 91.8% | Off target |
| ACEGA / AP-53 | 93.1% | Watch |
| Costa Arauco | 94.2% | Watch |
| A23 Beira Interior | 95.4% | On target |
| Transmontana | 96.8% | On target |
| Pocahontas Parkway | 97.2% | On target |
| Concesiones de Madrid | 97.5% | On target |
| M50 | 98.1% | On target |
Used in
- Service levels theme
- SLA compliance report
- Contract: lane availability (Schedule 6, 2.1)
- Contract: incident response (Schedule 4, 3.2)
- Contract: category 1 defects (Schedule 5, 4.1)
- Contract: category 2 defects (Schedule 5, 4.2)
- Contract: safety inspections (Schedule 5, 2.3)
- Contract: emergency phones (Schedule 7, 1.4)
- Contract: traveller information (Schedule 7, 3.1)
The assistants read this KPI through their data tools, including this fact sheet.
Figures are demo data. Owners, approvals and feeds are demo metadata until KPI governance is set up.