METRO BOARD OF DIRECTORS Public Safety, Customer Service, and Operations

Transcription

1 Thomas C. Lambert PRESIDENT & CEO METRO BOARD OF DIRECTORS Public Safety, Customer Service, and Operations Working Committee Meeting METRO Board Rm, 2 nd Floor October 24, 2016, 3:30 PM COMMITTEE MEMBERS Jim Robinson, Chair Lisa Castañeda Lex Frieden Don Elder Monthly Safety Message S. Cagan ACTION 1. DELETED A. Skabowski 2. Request Board authorization for the President & CEO to issue purchase cards to vanpool groups for approved purchases of operating expenses including fuel, parking, tolls and minor services. A. Skabowski 3. Request Board authorization to allocate from contingency non allocated Capital Funds included in the FY2017 approved budget to be used for the purchase and installation of a new Wheel Truing Machine. A. Skabowski 4. Request Board authorization for the President & CEO to execute and deliver a requirements contract with the lowest responsive bidders Cummins Southern Plains, LLC and M&D Distributors for the purchase and delivery of Cummins engine parts for METRO s transit vehicles. M. Kyme 5. Request Board authorization for the President & CEO to execute and deliver a one year contract with the lowest responsive bidder Siemens Industry Inc., for the purchase and delivery of central processing units and cable sets for METRO s Rail Signal and Communication System. M. Kyme BRIEFINGS 6. Monthly Public Safety, Customer Service, and Operations Report T. Kelly 7. HOT Lanes FY2017 Budget T. Kelly 8. Monthly Board Speaker Follow-up D. Whitaker Page 1

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4 METRO STAR Vanpool Fuel Card Program Public Safety, Customer Service & Operations Committee October 2016

5 New METRO Vanpool Fuel Card METRO STAR uses fuel cards for the purchase of fuel, parking, tolls, and minor services for remote operation of vanpools. STAR vanpools currently utilize fuel cards arranged through 2Plus of Texas, Inc. (METRO s contractor). The FY2017 budget includes $1,240,913 for establishing a new METRO vanpool fuel card program to begin in November. METRO has included this same amount in passenger fare revenues for FY2017, as these operating expenses are paid by the riders. Purchase cards will be issued under METRO s agreement with Wells Fargo Bank. Cards are assigned to individual vanpool groups for approved purchases. Page 2

6 Card Management and Controls STAR pre-bills groups monthly for leases and estimated fuel, parking, tolls and operating expenses. Restrictions are applied via Merchant Category Codes for all cards. Credit card spending limits are set per transaction, day and month. Credit card transaction limits are set per day and month. Monitoring is provided through online transaction review, card management and detailed reporting. Actual vs. estimated usage adjustments are billed in subsequent periods. Collection procedures are used as needed for delinquent accounts and card abuses. Page 3

7 Staff Recommendation Authorization to create a vanpool fuel card program and issue purchase cards to vanpool groups for approved purchases of fuel, parking, tolls, and minor services. Authorization to modify the contract with 2Plus to remove fuel card issuance responsibility (does not impact contract value). Page 4

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9 October 2016

10 Refinishes train wheels by slowly rotating and cutting the wheels surface to make them smooth and even. Existing METRO owned Wheel Truing Machine is located at the Rail Operating Facility (ROC), and is over 12 years old. On average METRO does about 280 vehicle cuts per year since the opening of the new corridors. U Underfloor Wheel Lathe Existing Truing Machine has typically operated for approx hrs./yr. or 12 hrs./day. 2

11 Annual Fleet miles has increased significantly: 900,000 miles/year (18 original LRVs) 3,600,000 miles/year (76 current LRVs) Current Maintenance Contract (Sole Source): Simmons Machine Tool P : Awarded $61,472 1 YR ( ) Calibration and Repair of Equipment (Quarterly & Annual Maintenance) P : Awarded $24,500 Expired ( ) - Total amount of funds have been spent. Recent Failures: 44% down time within past year (System inoperable 23 weeks over the past 12 months) Routine Maintenance can no longer keep the machine operational Machine has reached it end of useful life and is in need of replacement 3

12 Cost with Truing Machine: In-House wheel repair costs are approximately $319 per vehicle, and renders a vehicle inoperable for up to one (1) day Cost of 3 rd Party Cutting Wheels: Impact/risks on daily operations: Considerable cost to remove wheels and send offsite Material - $9,600 per vehicle METRO Labor - $11,970 per vehicle Annual Cost - $3.3M (Workforce requirement of 15) Dramatic increase in operating budget Increased possibility of derailment Reduced vehicle availability Reduction in Wheel Life Increase in customer complaints due to rough train rides. 4

13 Option 1: Purchase (1) new U Wheel Truing Machine for the ROC Pros Reliable wheel truing capabilities No out of service time for on site wheel truing New units with state of the art controls, features and components Purchase price includes new Car Mover New Purchase Repair Warranty (2 YR) Turnkey Installation Avoids costs for 3 rd Party Outsourcing for 4-6 month teardown, rebuild & re-installation Payback on investment = 13 months Cons Delivery timeframe months. TOTAL COST: $3,503,000 5

14 Option 2: Go straight to 3 rd Party for Cutting Wheels Pros No up front capital from METRO No Preventative Maintenance Cost $61,472 yearly Cons Wheel Truing Costs are $9,600 for material per vehicle due wheels being shipped off-site for truing. Ship out 100 Cars sets per year total Material Cost $960,000 for truing Head Count increase of 15 needed to support removal and installation tires to be shipped out for truing. Annual labor $1,260,000 Renders vehicle inoperable for 3 to 5 days for one vehicle Need 4 car sets of wheels to start campaign $109,000 and minimize vehicle down time. Outsource Vendor needs to have multiple sets of wheels before schedule truing Reduction of vehicle availability Reduction in ride Quality Significantly higher Operating Cost vs. One time Capital Expenditure 5 year Operating cost impact $16.5M TOTAL COST: $3,300,000 Yearly 6

15 Recommend Option #1. 7

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32 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: Monthly Report - Public Safety, Customer Service & Operations AGENDA DATE: DEPARTMENT: Safety, Police, Customer Service & Operations PRESENTER: Timothy H. Kelly SUMMARY: A monthly report of Key Performance Indicators (KPIs) for METRO's: - Safety - Police - HOV/HOT Lanes - Customer Contact Center - Customer & Ridership Services - Operations (Bus, Rail, METROLift, STAR Vanpool)

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34 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report Report Content & Page Number 3 SAFETY 4 POLICE 7 HOV / HOT LANES 8 CUSTOMER CONTACT CENTER 9 CUSTOMER & RIDERSHIP SERVICES 10 OPERATIONS OPERATIONS - BUS OPERATIONS - STAR VANPOOL OPERATIONS - RAIL OPERATIONS - METROLIFT Page 2 of 14

35 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report SAFETY MEASURE DEFINITION Benchmark Bus Accidents Transit incident with passenger injuries that requires immediate medical treatment away from the scene or a collision between a bus and an object such that the amount of damage exceeds $1, FY15 FY16 Benchmark Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep FY FY Benchmark Preventable Non-Preventable MEASURE DEFINITION Benchmark Rail Accidents Reflect collisions between METRORail and other vehicles, pedestrians or bicyclists FY 15 FY16 Benchmark Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep FY FY Benchmark Preventable Non-Preventable Page 3 of 14

36 OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP POLICE Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Benchmark These crimes include Homicide, (Agg) Sexual Assault, Robbery, Agg Assault, Burglary, Larc/Theft, Part I Crime 70 Auto Theft and Arson. 80 FY15 FY16 Benchmark is 70 Crime Type September Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Homicide Robbery Burglary Auto Theft (Agg) Sex Assault Agg Assault Larc/Theft Arson MEASURE Part I Crime By Location DEFINITION Incidents that occur on METRO property, meaning Park & Ride lots, Transit Centers, On-board Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms. Benchmark 30 P&R/TC/Bus/Rail & Platform Park & Ride Transit Center On-Board Bus On-Board LRV LRV Platform Benchmark is OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP Page 4 of 14

37 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Part II Crime DEFINITION All other criminal offenses that occur on METRO property, meaning Park & Ride lots, Transit Centers, on-board Buses and Light Rail Vehicles (LRVs) and on Light Rail Vehicle (LRV) Platforms not qualified as a Part I Crime. FY Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 60 LRV Platform On Board Bus SEPTEMBER Park and Ride Transit Center On Board Bus Bus Op. Facility Bus Shelter Bus Stop Non Transit Building (store, com.) Facility HOV Lane On Board LRV LRV Platform Rail Tracks Extra Job Traffic Stop Pedestrian Stop Along Rail, But Not System Along the Bus Route Parking Lot / Garage (Lot B) METROLift Page 5 of 14

38 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Code of Conduct Suspension Notices DEFINITION The total number of METRO Code of Conduct Suspension Notices issued per month for violation of prohibited conduct on METRO property. A suspension notice may only be issued by a METRO Police Officer. FY Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 6 of 14

39 HOV / HOT LANES MEASURE DEFINITION Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report Citations Issued The total number of METRO HOV/HOT citations issued per month and per freeway corridor. Citations are issued by a Police Officer and could be either a warning citation or finable citation FY16 Totals N 45S N 59S 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 0 SEPTEMBER MEASURE Average Lane Speed DEFINITION The average lane speed from both the AM (7-8) and PM (5-6) peak hours of operation on all five HOV lanes are held to an FTA set goal of 45 mph at minimum. The speed it measured using data collected when a vehicle, with a toll tag, enters the lane and travels the full length. The system measures that vehicles entry and exit of the lane and an algorithm calculates the speed based on that data. Goal 45 mph 45N 45S SEPTEMBER N 59S Goal is 45 mph AUGUST SEPTEMBER 45N AM 7a-8a 45N PM 5p-6p 45S AM 7a-8a 45S PM 5p-6p 290 AM 7a-8a 290 PM 5p-6p 59N AM 7a-8a 59N PM 5p-6p 59S AM 7a-8a 59S PM 5p-6p Page 7 of 14

40 305 3,013 3,019 2,681 3,002 2,746 2,449 2,408 2,755 2,465 2, , , , , , ,701 97,445 96, ,820 99,521 96,893 94,030 94,444 89,171 :01:33 :01:27 :01:22 :01:21 :01:23 :01:23 :01:23 :02:04 :01:57 :01:45 :01:30 :02:09 CUSTOMER CONTACT CENTER Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION MEASURE DEFINITION Benchmark Call Volume Number of calls in queue during a certain period of time. Average Wait Time Amount of time a call waits in queue to be processed or answered. 2 min FY15 FY16 FY15 FY16 Benchmark 250,000 :04:19 200,000 :03:36 150,000 :02:53 :02:10 100,000 :01:26 50,000 :00:43 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep :00:00 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE Complaints DEFINITION Public comment which expresses dissatisfaction with any aspect of METRO s service, programs or activities. MEASURE Commendations DEFINITION Public comment which expresses satisfaction or praise for METRO s service, program or activities. FY15 FY16 FY15 FY16 5,000 4,500 4,000 3,500 3,000 2,500 2,000 1,500 1, Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 8 of 14

41 321 8,803 8,406 7,724 8, , ,563 9,012 9, ,630 9,442 9,804 9, CUSTOMER & RIDERSHIP SERVICES Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal MEASURE DEFINITION Goal Retailers Accounts Resellers of METRO fare media. 20 New Annually Ridesponsor Accounts A corporate subsidy program where companies can pay all or a portion of the cost of transit as a tax-free benefit for their employees. 20 New Annually FY15 FY16 FY15 FY Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE DEFINITION MEASURE DEFINITION Fannin South Daily Parkers Customers who pay (a machine) to park at Fannin South on a daily bases. This does NOT include employee parkers. Fannin South Monthly Parkers Customers who pay once a month for parking at Fannin South. This does NOT include employee parkers. FY15 FY16 FY15 FY16 12, , , , , , Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 9 of 14

42 , ,811 1,843 2,649 14,114 3,451 4,187 1,622 2,277 3, ,261 1,335 1,810 1,987 3, ,692 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE Special & Premium Events DEFINITION Special Events include activities held at NRG Stadium, Colleges, Universities, etc. where Q Cards are distributed to riders. Premium Events are high demand events, such as HLS&R Rodeo, Houston Texans Games, Offshore Technology Conference, or any major event where attendance is very high. Rates may vary by event. FY15 Special Events FY16 Special Events FY15 Premium Events FY16 Premium Events 3, ,000 3, ,000 2, ,000 2,000 80,000 1,500 60,000 1,000 40, , Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep OPERATIONS MEASURE DEFINITION Benchmark Complaints Per Boarding Public comment which expresses dissatisfaction with any aspect of METRO s service, programs or activities, reported as the number of complaints per 100,000 boarding s. < Complaints per 100,000 Boardings Benchmark Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Complaints per 100,000 Boardings Benchmark *The number of Complaints per 100,000 Boarding's reported each month is subject to slight adjustment based on audit and/or further research that may cause a reclassification of a complaint to a comment (or vice versa). Based on further research/audit/reclassification of complaint to comment, the most accurate numbers will be reported to-date. Page 10 of 14

43 OPERATIONS - BUS Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal Considered on-time if it does not leave early and is within a five (5) minute window, after the Local OTP 80% scheduled departure time. Local - Bus Goal 100.0% 90.0% 80.0% 72.9% 76.0% 74.8% 70.0% 71.7% 72.3% 73.0% 72.9% 74.4% 75.7% 75.2% 74.6% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Local - Bus 72.9% 76.0% 74.8% 70.0% 71.7% 72.3% 73.0% 72.9% 74.4% 75.7% 75.2% 74.6% Goal 70% 69% 65% 70% 70% 75% 77% 80% 78% 80% 79% 80% MEASURE Park & Ride OTP DEFINITION Considered on-time if it does not depart early (except when leaving a Park & Ride lot in the morning because it s full) and is within a five (5) minute widow, after the scheduled departure time. Goal 75% Park & Ride - Bus Goal is 75% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 76.9% 75.4% 74.8% 74.8% 74.9% 76.0% 78.4% 77.9% 73.6% 75.7% 75.1% 77.0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 11 of 14

44 181, , , , , , , , , , , ,237 Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal Reflects any mechanical issue encountered during operation of the vehicle in revenue service that Bus MDBF requires a maintenance action resulting from a mechanical failure; includes warranty and fleet 7,750 defects but excludes accidents. Mean Distance Between Mechanical Failures - All Buses Goal 14,000 12,000 10,000 8,000 6,000 4,000 2,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep OPERATIONS - STAR VANPOOL MEASURE Passenger Trips DEFINITION The number of passenger trips taken on any STAR Vanpool routes. FY15 FY16 250, , , ,000 50,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep *Reflects the estimated number of passenger trips for the month, all logs are not received and data processed in time for this report. True number for STAR Vanpool passenger trips will be reflected in next month's report. Page 12 of 14

45 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep OPERATIONS - RAIL Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION Goal Goal Goal Considered on-time when the train departs from the beginning of the line and Rail OTP arrives at the end of the line less than five (5) minutes after the scheduled 95% 85% 85% time. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Rail - Red Line Goal is 95% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Rail - Green Line Goal is 85% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Rail - Purple Line Goal is 85% MEASURE Rail MDBSI DEFINITION Mean Distance Between Service Interruptions (MDBSI) is classified as any interruption where passengers are delayed by one (1) minute or greater of lost time. Goal 12,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 Mean Distance Between Service Interruptions - Rail Goal is 12,000 - Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 13 of 14

46 153, , , , , , , , , , , ,077 OPERATIONS - METROLIFT Public Safety, Customer Service, Operations Board Committee Meeting Monthly Report MEASURE DEFINITION MEASURE DEFINITION Goal Passenger Trips The number of non-unique passengers who board METROLift vehicles (van, minivan, taxi cab backup, METROLift Subsidized Program (MSP)). On Time Performance The percentage of pickups and/or drop-offs made within a designated service window (30 minutes) including appointment times. 90% FY15 FY16 FY15 FY16 Goal is 90% 180, % 170, % 160, , % 88.0% 86.0% 140, % 130,000 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 82.0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep MEASURE DEFINITION Goal MEASURE DEFINITION Benchmark The average number of vehicle-miles Mean Distance traveled before a mechanical failure (breakdown). *Prior months are subject to 19,000 No-Shows The percent of all scheduled trips when a customer fails to < 3% Before Failure documentation. shift based on finalization of contractor show up for a scheduled trip. Mean Distance Between Mechanical Failures - METROLift FY15 FY16 Benchmark is < 3% 35,000 30,000 Goal is 19,000 4% 3% 3% 25,000 2% 20,000 2% 15,000 1% 10,000 1% 5,000 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 0% Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Page 14 of 14

47 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: HOT Lanes Project, Phase, 1B FY2017 Budget AGENDA DATE: DEPARTMENT: Operations PRESENTER: Tim Kelly SUMMARY: The FY2017 HOT Lanes initiative will facilitate design coordination of HOT lanes extension along I-45 South, US-290 and design review of I-45 North Highway Improvement Project by TxDOT. These and other projects need detailed design review and coordination for connection to METRO facilities and toll operation. In addition, all these projects need METRO's coordination to ensure proper traffic operation during construction. Funding for HOT lanes project will ensure adequate funds are in place for detailed design review and coordination on current and future TxDOT projects. METRO is responsible for procurement and installation of Automated Reversible Gate Operation (ARGO), Restraining Barrier System, Dynamic Message Signs and toll related equipment on I-45 South and US-290. METRO's involvement with I-45 North Highway Improvement Project ensures METRO's future bus operation on the future Managed Lanes by TxDOT. METRO is also coordinating with TxDOT to preserve an envelope within I-45 North Right-of-Way (ROW) for future High Capacity Transit.

48 Public Safety, Customer Service & Operations Committee October 24, 2016

49 Funding for HOT Lanes capital was not included in the approved Fiscal Year 2017 capital budget. Funding for HOT Lanes capital will ensure adequate funds are in place for existing HOT Lanes projects and funds for design coordination on current and future TXDOT designs. Current projects include US290, I-45N, and I-45S. These projects are currently moving forward in TxDOT s CIP. 2

50 Capital Programs and Operations divisions are re-allocating the capital budget dollars for fiscal year The proposed changes are: Budget Project Code Reduction of West Loop Bus Lane Capital $(850,000) Increase of HOT Lanes Conversion $ 850,000 53E141 The HOT Lanes project is grant funded. Local dollars to be expended on this project for fiscal year 2017 will be $170,000. The reduction of the West Loop Bus Lane budget will leave adequate funds in place for design and project management in fiscal year

51 BOARD BRIEFING SUMMARY SUBJECT: AGENDA ITEM #: BOARD SPEAKER FOLLOWUP AGENDA DATE: DEPARTMENT: CUSTOMER SERVICE PRESENTER: DANICEL WHITAKER SUMMARY: