Performance Measures 4 th Quarter/Year End 2010
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- Gillian Wiggins
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1 Performance Measures 4 th Quarter/Year End 2010
2 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Effectiveness (Cost per Passenger) Cost Efficiency (Cost per Revenue Hour) Service Effectiveness (Passengers per Revenue Hour) Customer Security Maintenance Cost 1
3 Ridership 4Q2010 1,200,000 Fixed Route ,100,000 1,000, , , , , ,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2007 = 9,436, = 11,110, = 11,152, = 10,710,562 Goal: Sustain 2009 Ridership Level Result: 4.0% Decline YTD 2
4 Ridership 55,000 Paratransit ,000 45,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2007 = 506, = 517, = 521, = 517,192 Goal: Sustain 2009 Ridership Level Result: 0.8% Decline YTD 3
5 Ridership 25,000 Rideshare ,500 20,000 17,500 15,000 12,500 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2007 = 186, = 224, = 209, = 208,502 Goal: 21% Growth in 2010 Result: 0.6% Decline YTD 4
6 Cost Efficiency Fixed Route $ $ $ $ Objective $ $ $80.00 $60.00 $40.00 $20.00 $0.00 $ STA COST PER REVENUE HOUR $ % 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 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for current year (Note: King County Metro figures do not include trolleybus operations) 5
7 Cost Efficiency Paratransit $ $ Objective $80.00 $71.90 COST PER REVENUE HOUR $ $91.78 $94.77 $90.17 $86.92 $83.64 $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 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for current year 6
8 Cost Efficiency Rideshare Operating/Administrative Cost per Mile YTD 2009 YTD 2010 $0.52 $0.53 Revenue per Mile $0.53 $0.51 % 102% 97% Goal: Recover 109% of Operating/Administrative costs* * 40% of Capital Costs are recovered through user fares and residual value of vehicles at retirement. 7
9 Service Effectiveness Fixed Route PASSENGERS PER REVENUE HOUR Objective STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) GOAL: TRANSPORT 22.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for current year (Note: King County Metro figures do not include trolleybus operations) 8
10 Service Effectiveness Paratransit 3.50 Objective PASSENGERS PER REVENUE HOUR 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 current year 9
11 Cost Effectiveness Fixed Route $10.00 $9.00 COST PER PASSENGER $ $8.00 $7.00 $6.00 Objective $5.00 $4.00 $4.16 $5.95 $5.92 $5.27 $4.60 $5.11 $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 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2009 and current year (Note: King County Metro figures do not include trolleybus operations) 10
12 $60.00 $50.00 Objective $40.00 Cost Effectiveness Paratransit COST PER PASSENGER $41.17 $37.07 $41.13 $ $47.91 $38.76 $30.00 $24.01 $ % $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 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2009 and current year 11
13 Customer Security Fixed Route GOAL 2010 GOAL Personal Safety on Bus Score 3.6 (or better) on a scale of 1-4 Score 4.5 (or better) on a scale of 1-5 Driver Driving Safely Score 3.6 (or better) on a scale of 1-4 Score 4.5 (or better) on a scale of 1-5 Paratransit GOAL Personal Safety on Bus N/A 4.8 Score 4.5 (or better) on a scale of 1-5 Driver Driving Safely N/A 4.7 Score 4.5 (or better) on a scale of
14 Maintenance Cost (Cost per Mile) YTD 2010 GOAL Fixed Route $1.06 $1.03 $0.99 $1.05 Paratransit $0.50 $0.52 $0.78 $
15 Provide Excellent Customer Service 6 Performance Measures: On-Time Performance Call Center Customer Satisfaction Professional and Courteous Driver Announcements Cleanliness of coach/van Comment Rate Customer Service Response Time Maintenance Reliability 14
16 On-Time Performance YTD 2010 GOAL Fixed Route 93.10% 95.07% 96.44% 95% Paratransit 92.88% 94.57% 94.12% 95% 15
17 Call Center Performance Calls to Queue 60,000 50,000 Customer Service: 328-RIDE 40,000 30,000 35,676 30,343 33,764 31,034 31,346 34,702 32,364 30,403 34,373 31,275 35,967 36,907 20,000 Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec ,000 20,000 15,000 Paratransit Reservation: ,598 18,776 18,997 17,148 18,443 17,461 17,110 16,793 16,738 17,502 17,825 Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec ,480 16
18 10,000 8,000 6,000 4,000 2,000 0 Call Center Performance 5,218 Abandoned Calls 4,050 3,834 3,386 3,543 Goal: < 4% Customer Service: 328-RIDE 6,233 Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec 4, ,915 8,234 4 th Quarter Abandon Rate = 16.7% 3,969 6,999 6,434 2,500 2,000 1,500 1, Paratransit Reservations: Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec th Quarter Abandon Rate = 5.3%
19 Call Center Performance Service Level-Calls Answered within 60 seconds Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% Customer Service: 328-RIDE 87.0% 86.0% 85.0% 83.0% 81.0% 81.0% 79.0% 78.0% 83.0% 74.0% 72.0% 80.0% 75.0% 76.0% 76.0% 75.0% 73.0% 69.0% 69.0% 70.0% 70.0% 72.0% 71.0% 63.0% 65.0% 62.0% 63.0% 51.0% 60.0% 56.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec % 90.0% 80.0% 70.0% 60.0% Paratransit Reservations: % 89.0% 80.0% 80.0% 82.0% 83.0% 85.0% 79.0% 85.0% 79.0% 80.0% 76.0% 81.0% 82.0% 82.0% 84.0% 79.0% 71.0% 71.0% 73.0% 75.0% 87.0% 80.0% 81.0% 79.0% 75.0% 75.0% 76.0% 72.0% 70.0% 50.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
20 Professional & Courteous Rating Goal : Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Admin&Mgmt Security 19
21 110.0% Operator Announcements/Introductions Goal : 100% 90.0% 70.0% 77.1% 63.8% 50.0% 30.0% 10.0% -10.0% Coach Operator ADA Stop Announcements Van Operator Introductions 20
22 Vehicle Cleanliness 102.0% 100.0% Goal Yes = 90% or Better 100.0% 98.0% 96.0% 94.0% 92.0% 92.5% 90.0% 88.0% Coach Interior/Exterior Clean Van Interior/Exterior Clean 21
23 Comment Rate YTD 2010 GOAL Fixed Route 1 : 30,040 (passengers) 1 : 26,036 (passengers) 1 : 17,456 (passengers) 1 : 22,000 (passengers) Paratransit 1 : 2,152 (passengers) 1 : 3,286 (passengers) 1 : 2,701 (passengers) 1 : 2,000 (passengers) 22
24 Customer Service Response Time TBD (Pending Implementation of Customer Service Comment Software Module) 23
25 Maintenance Reliability (Road Calls) Average Miles Between Road Calls Per Month YTD 2010 GOAL Fixed Route 6,804 7,721 8,139 1 / 9,000 miles Paratransit 43,875 68,510 29,854 1 / 42,000 miles 24
26 Provide Organizational & Employee Development 1 Performance Measure: Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 25
27 Workers Compensation Time Loss Lost Time Days per 1,000 hours YTD 2010 GOAL Fixed Route Paratransit Maintenance
28 Workers Compensation Claims Claims per 1,000 hours YTD 2010 GOAL Fixed Route Paratransit Maintenance
29 Safety 2 Performance Measures: Total Accident Rate Preventable Accident Rate 28
30 TOTAL VEHICLE ACCIDENTS Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Accidents Standard: 2.0 per 100,000 miles YEAR TO DATE ACCIDENTS PER 100,000 MILES Monthly Accidents / 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 29
31 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 2.50 Accidents per 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 30
32 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 7.00 Monthly Accidents / 100,000 miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 31
33 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 Accidents per 100,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 32
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