Performance Measures. First Quarter 2012

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1 Performance Measures First Quarter 2012

2 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness (Passengers per Revenue Hour) Customer Security Maintenance Cost 1

3 Ridership 1Q2012 1,200,000 Fixed Route ,100,000 1,000, , , , , ,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 11,152, = 10,710, = 10,831,987 Proj = 10,290,388 Goal: Retain 95% of 2011 Ridership Level Result: Ridership is Flat YTD 2

4 Ridership 1Q ,000 Paratransit ,000 45,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 521, = 517, = 485,551 Proj = 485,551 Goal: 0% Growth in Ridership Level Result: 1.2% Decline YTD 3

5 Ridership 1Q ,000 Rideshare ,500 20,000 17,500 15,000 12,500 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 209, = 214, = 232,825 Proj = 251,451 Goal: 8% Growth in 2012 Result: 7.4% Increase YTD 4

6 Cost Efficiency Fixed Route 1Q2012 $ $ $ Objective $ COST PER REVENUE HOUR $ $ $ $ $ $ $ $ $80.00 $ % $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2011 and current year 5

7 Cost Efficiency Paratransit 1Q2012 $ COST PER REVENUE HOUR $ $85.89 $85.47 $84.85 $83.78 $81.09 $94.25 Objective $80.00 $71.50 $60.00 $ % $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2011 and current year 6

8 Cost Effectiveness Fixed Route 1Q2012 $10.00 $9.00 $8.00 COST PER PASSENGER $7.90 $7.00 $6.00 Objective $5.00 $4.00 $3.79 $5.17 $5.55 $4.49 $3.91 $3.99 $3.00 $ % $1.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2011 and current year 8

9 Cost Effectiveness Paratransit 1Q2012 $60.00 COST PER PASSENGER $50.00 Objective $40.00 $41.54 $35.92 $41.82 $41.54 $50.48 $37.95 $30.00 $24.67 $ % $10.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2011 and current year 9

10 Service Effectiveness Fixed Route 1Q PASSENGERS PER REVENUE HOUR Objective STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) GOAL: TRANSPORT 24.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2011 and current year 10

11 Service Effectiveness Paratransit 1Q PASSENGERS PER REVENUE HOUR Objective STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2011 and current year 11

12 Customer Security 1Q2012 Fixed Route Q 2012 GOAL Personal Safety on Bus Driver Driving Safely Not Measured Not Measured TBD TBD Score 5 on a scale of 1-5 (Standard = 4.5) Score 5 on a scale of 1-5 (Standard = 4.5) Paratransit Q 2012 GOAL Personal Safety on Van 4.8 Not Measured TBD Score 5 on a scale of 1-5 (Standard = 4.5) Driver Driving Safely 4.7 Not Measured TBD Score 5 on a scale of 1-5 (Standard = 4.5) 12

13 1Q2012 Maintenance Cost (Cost per Mile) Q 2012 GOAL Fixed Route $1.02 $1.05 $1.11 Paratransit $0.75 $0.72 $

14 Provide Excellent Customer Service 6 Performance Measures: On-Time Performance Call Center Performance Calls to Queue Abandoned Calls Customer Service Response Time Customer Satisfaction Professional and Courteous Driver Announcements/Introduction Cleanliness of Coach/Van Comment Rate Maintenance Reliability 1Q

15 1Q2012 On-Time Performance Q 2012 GOAL Fixed Route 97.15% 95.55% 95% Paratransit 93.60% 94.93% 95% 15

16 40,000 38,000 36,000 34,000 32,000 30,000 28,000 26,000 24,000 22,000 20,000 35,630 Call Center Performance Calls to Queue Customer Service: 328-RIDE 36,161 31,611 33,399 31,677 34,547 32,641 33,874 32,752 30,608 30,351 36,971 32, Q ,099 32,552 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 25,000 Paratransit Reservations: ,000 21,000 19,000 17,000 15,000 19,470 18,834 18,699 19,566 17,235 18,949 18,443 18,899 18,895 18,058 17,912 17,665 17,704 18,158 16,711 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 16

17 Call Center Performance Abandoned Calls Goal: < 4% 1Q2012 1st Quarter Abandon Rate = 12.8% 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1, ,800 1,600 1,400 1,200 1, Customer Service: 328-RIDE ,366 4,720 3,7634,858 3,585 3,044 3,100 4,623 4,565 4,216 4,254 7,055 3,254 4,326 4,024 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Paratransit Reservations: st Quarter Abandon Rate = 2.3% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 17

18 Call Center Performance Service Level-Calls Answered within 60 seconds Goal: 90% 1Q % 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Customer Service: 328-RIDE % 79% 74% 77% 71% 72% 73% 71% 70% 71% 72% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 62% 78% 72% 75% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 84% 82% Paratransit Reservations: % 89% 87% 89% 91% 91% 90% 91% 93% 89% 91% 87% 87% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 18

19 1Q2012 Professional & Courteous Rating Goal: Fixed Route Ride Along Paratransit Ride Along Customer Service/Reservations Admin&Mgmt/Security 19

20 1Q2012 Driver Announcements/Introductions Goal: 100% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 92.6% Coach Operator ADA Stop Announcements 79.2% Van Operator Introductions 20

21 1Q2012 Cleanliness of Coach/Van 100.0% 90.0% 92.6% 97.9% 80.0% 70.0% Goal Yes = 90% or Better 60.0% 50.0% 40.0% 30.0% Coach Interior/Exterior Clean Van Interior/Exterior Clean 21

22 1Q2012 Comment/Complaint Rate Fixed Route Q 2012 Standard 5.3 (per 100K passengers) 4.8 (per 100K passengers) 5.0 (per 100K passengers) Paratransit 4.6 (per 10K passengers) 4.1 (per 10K passengers) 5.0 (per 10K passengers) 22

23 Maintenance Reliability (Road Calls) 1Q2012 Average Miles Between Road Calls Q 2012 GOAL Fixed Route 7,988 6,524 1 / 8,000 miles Paratransit 40,570 52,059 1 / 46,000 miles 23

24 1Q2012 Provide Organizational & Employee Development Performance Measures: Training Rate Ride Checks/Ride Alongs 24

25 1Q2012 Training Rates Fixed Route Advanced Training complete for sessions Paratransit Advanced Training scheduled to begin in July 2012 Paratransit CPR Training completed in February

26 1Q2012 Ride Checks/Ride Alongs Fixed Route 100% Paratransit 100% Standard 24 of 248 completed 7 of 60 completed 100% of operators checked annually 100% of operators checked annually 26

27 1Q2012 Safety 2 Performance Measures: Total Accident Rate Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 27

28 TOTAL VEHICLE ACCIDENTS Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Accidents YEAR TO DATE ACCIDENTS PER 100,000 MILES Standard: 2.0 per 100,000 miles Monthly Accidents / 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

29 PREVENTABLE VEHICLE ACCIDENTS Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 100,000 MILES Standard: 0.5 per 100,000 miles 1.80 Accidents per 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

30 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Accidents YEAR TO DATE ACCIDENTS PER 100,000 MILES TOTAL VEHICLE ACCIDENTS Paratransit Standard: 2.0 per 100,000 miles 6.00 Monthly Accidents / 100,000 miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

31 PREVENTABLE VEHICLE ACCIDENTS Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 100,000 MILES Paratransit Standard: 1.0 per 100,000 miles 3.00 Accidents per 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

32 1Q2012 Workers Compensation Time Loss Lost Time Days per 1,000 Hours Q 2012 Standard Fixed Route Paratransit Maintenance

33 Workers Compensation Claims 1Q2012 Claims per 1,000 Hours Q 2012 Standard Fixed Route Paratransit Maintenance

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