PLACER COUNTY TRANSIT SHORT RANGE TRANSIT PLAN 2. GOALS, OBJECTIVES, AND PERFORMANCE STANDARDS MOORE & ASSOCIATES, INC. PAGE 11

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1 2. GOALS, OBJECTIVES, AND PERFORMANCE STANDARDS MOORE & ASSOCIATES, INC. PAGE 11

2 PAGE INTENTIONALLY BLANK MOORE & ASSOCIATES, INC. PAGE 12

3 CHAPTER 2.0 GOALS, OBJECTIVES, AND PERFORMANCE MEASURES SECTION 2.1 REGIONAL GOALS In collaboration with the Placer County Transportation Planning Agency (PCTPA) the consultant team has developed global goals for western Placer County as well as goals specific to each transit operator. The following is a list of global goals for the subregion and local goals specific to the County of Placer to be realized through the SRTP process. Global goals: Strive to fill temporal and spatial gaps identified by the TDA Article 8 unmet needs public process, Leverage regional partnerships to maximize the impact of limited resources, Promote the use of fixed-route service among ambulatory Dial-A-Ride patrons, Ensure consistency between route and bus stop nomenclature among operators in the region, and Explore the introduction of new services through pilot program funding opportunities developed with PCTPA. Placer County Goals: Maximize the cost-effectiveness of transit service in Placer County, Ensure transit service in Placer County is an accessible, safe, and secure experience for transit users, Work with other transit operators in the region to leverage buying power for capital acquisitions, Expand Placer County Transit s customer base by courting Choice Riders, and Achieve sustainable growth in ridership and fare revenue. SECTION 2.2 PERFORMANCE MEASUREMENT SYSTEM This section presents a Performance Measurement System intended to evaluate Placer County s public transit service offerings (i.e., fixed-route, dial-a-ride, commuter, and bus vanpool). An organization s mission or visioning statement provides a foundation for the Performance Measurement System. In the case of Placer County, it serves as a focal point for the Short Range Transit Plan (SRTP). Based on the prior SRTP and our assessment of PCT service, we believe the goal of the County should continue to be to provide a safe and reliable means of transportation for the persons in the urbanized portions of western Placer County. By updating these goals, the County commits to further enhance the regional transit network through meeting the needs of its residents and providing viable mobility options and solutions for regional connectivity. MOORE & ASSOCIATES, INC. PAGE 13

4 To support the identified mission and vision, the following core values have been identified in addition to goals presented within the prior SRTP: Efficiency, Effectiveness, Responsiveness, Inclusiveness, and Environmental consciousness. An effective Performance Measurement System includes goals, objectives, and performance standards. Goals are statements that qualify the desired results. They are the end toward which efforts are directed. They are general and timeless, yet theoretically attainable. Objectives provide quantifiable measures of the goals. They are more precise and capable of both attainment and measurement. Standards set quantifiable targets for achieving the adopted goals. The Performance Measurement System currently in use by Placer County was last updated during the County s 2005 Short Range Transit Plan process. The Performance Measurement System presented herein updates the service efficiency, effectiveness, and service quality goals presented in the 2005 SRTP. The updated Performance Measurement System assesses the fixed-route, demandresponse, vanpool, and commuter service by quantifiable criteria. Performance standards which do not require a specific threshold for transit funding are specifically set for Placer County Transit to be achievable measures for the next five planning years. The following tables link the adopted goal to the quantifiable measure; then compares actual performance from FY 2009/10 with recommended performance standards. MOORE & ASSOCIATES, INC. PAGE 14

5 Goal I. Operate an efficient and effective system that maximizes service and minimizes cost impacts. Minimize operating costs. Operating Cost/VSH Fixed-route $ $40.00 Commuter Service $ $50.00 Vanpool $38.77 $60.00 Dial-A-Ride $65.45 $40.00 Operating Cost/Passenger Exhibit Goals, Objectives, and Performance Standards Update Fixed-route $9.97 $5.00 Commuter Service $8.75 $3.00 Vanpool $6.75 $2.00 Dial-A-Ride $32.39 $15.00 Farebox recovery Fixed-route 6.5% 10% - System Farebox Recovery for 2009/10 was 13.9 percent. Commuter Service 58.6% Vanpool 38.6% Dial-A-Ride 2.9% Increase transit usage. Annual growth in ridership between FY 2008/09 and FY 2009/10 Fixed-Route -19.7% At least 3.5% Dial-A-Ride 8.8% No more than 3% Passengers/Vehicle Service Hour (VSH) Fixed-route Commuter Service Vanpool Dial-A-Ride Passengers/Vehicle Service Mile (VSM) Fixed-route Commuter Service Vanpool Dial-A-Ride Goal II. Provide safe, reliable, and high quality transportation. Fixed-route Meets Standard Every 30 minutes Travel Time Meets Standard Travel time no more than three times that of car travel. Ratio of Passengers to Available Seats Meets Standard No more than 145 percent of available seats. Passenger Injuries Fixed-route Meets Standard Less than one passenger injury 100,000 passenger boardings. Dial-A-Ride Meets Standard Less than one passenger injury 10,000 passenger boardings. Preventable accidents Fixed-route Meets Standard Minimum of 60,000 miles between preventable accidents. Dial-A-Ride Meets Standard MOORE & ASSOCIATES, INC. PAGE 15

6 Goal II. Provide safe, reliable, and high quality transportation (continued). Reliable transit service. On-time performance Fixed-route 52.7% 90 percent of all monthly trips operate on-time (defined as no later than 5 minutes and no earlier than the published schedule). Demand-response. Dial-A-Ride Meets Standard 90 percent of all monthly trips operate on-time (defined as within 15 minutes of the scheduled pick-up time). Missed trips Minimize transfer wait times. Meets Standard No more than 5 minutes for transfer wait times. Missed transfers Fixed-route Meets Standard Less than five percent of the monthly transfers by route (missed transfer defined as missed connection from one bus to another). Spare ratio Fixed-route Meets Standard 20 percent Dial-A-Ride Meets Standard Maintenance schedule Fixed-route Meets Standard All regularly scheduled maintenance completed within 500 miles or Dial-A-Ride Meets Standard five days of scheduled date/cycle. Implement transit facilities maintenance Meets Standard program Complaint resolution Meets Standard Monthly reports detailing number and type of complaint as well as resolution status. Offer mandatory and optional training Meets Standard opportunities to improve safety and professional development. Road calls Fixed-route Meets Standard No less than 10,000 miles between road calls. Defined as incidence Dial-A-Ride Meets Standard where service is interrupted longer than five minutes due to a mechanical failure (except for flat tires). Trip reservations Meets Standard 90 percent of DAR customers and all ADA-eligible trips scheduled within 60 minutes of requested pick-up time. Trip denials Meets Standard No more than three percent of total monthly trip requests result in a denial due to capacity constraints, as defined by the Americans with Disabilities Act of Goal III. Evaluate, monitor and improve transit services on an on-going basis. Ongoing, mandatory enhancement. Regularly programmed service evaluations. Meets Standard Independent evaluations at intervals of no greater than five years. Ongoing, mandatory reporting. Regularly programmed data collection and reporting. Meets Standard Goal IV. Undertake effective marketing, outreach, and public participation. Monthly performance reports including such information as vehicle service hours, vehicle service mileage, fare revenue, ridership, accidents, and injuries. Development of Marketing Plan. Actual expenditures. Meets Standard Not less than five percent of annual operating budget. Encourage citizen participation. Provide various opportunities for customer Meets Standard Conduct annual outreach prior to meetings to encourage public input feedback. on unmet transit needs (TDA Article 8). MOORE & ASSOCIATES, INC. PAGE 16