Performance Measures Second Quarter 2012
2Q2011 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
Ridership 1,200,000 Fixed Route 2009 2010 2011 2012 1,100,000 1,000,000 900,000 800,000 700,000 600,000 500,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 11,152,408 2010 = 10,710,528 2011 = 10,831,987 Proj. 2012 = 10,290,388 Goal: Sustain 95% of 2011 Ridership Level Result: Ridership is Flat YTD 2
Ridership 55,000 Paratransit 2009 2010 2011 2012 50,000 45,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 521,578 2010 = 517,192 2011 = 485,551 Proj. 2012 = 485,551 Goal: 0% Growth in Ridership Level Result: Ridership is Flat YTD 3
Ridership 25,000 Rideshare 2009 2010 2011 2012 22,500 20,000 17,500 15,000 12,500 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2009 = 209,787 2010 = 214,193 2011 = 232,825 Proj. 2012 = 251,451 Goal: 8% Growth in 2012 Result: 8.5% Increase YTD 4
Cost Efficiency Fixed Route $180.00 $160.00 $140.00 Objective $120.00 COST PER REVENUE HOUR $139.14 $113.16 $117.63 $134.33 2010 2011 2012 $170.81 $154.84 $118.08 $100.00 $80.00 $60.00 81.3% $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 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2011 and current year 5
Cost Efficiency Paratransit $120.00 COST PER REVENUE HOUR 2010 2011 2012 $100.00 $85.89 $85.47 $84.85 $83.78 $81.09 $94.25 Objective $80.00 $71.84 $60.00 $40.00 83.6% $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 2011 and current year 6
Cost Efficiency Rideshare Operating/Administrative Cost per Mile 2011 2Q 2012 $0.56 $0.48 Revenue per Mile % $0.52 96.1% $0.53 109.0% Goal: Recover 100% of Operating/Administrative costs 7
Service Effectiveness Fixed Route 45.0 40.0 PASSENGERS PER REVENUE HOUR 2010 2011 2012 38.99 35.0 30.0 29.95 27.95 29.44 29.15 25.0 Objective 20.0 20.87 21.29 15.0 10.0 5.0 0.0 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 2010 and current year 8
Service Effectiveness Paratransit 3.50 PASSENGERS PER REVENUE HOUR 2010 2011 2012 Objective 3.00 2.50 2.90 2.36 2.66 2.27 2.26 2.79 2.00 1.80 1.50 1.00 0.50 0.00 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 2010 and current year 9
Cost Effectiveness Fixed Route $10.00 $9.00 $8.00 COST PER PASSENGER 2010 2011 2012 $7.85 $7.00 $6.00 $5.00 Objective $4.00 $3.78 $5.14 $5.52 $4.46 $3.88 $3.96 $3.00 $2.00 73.6% $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 10
Cost Effectiveness Paratransit $60.00 COST PER PASSENGER 2010 2011 2012 $50.00 $48.57 $40.00 Objective $39.97 $34.56 $40.24 $39.97 $36.51 $30.00 $24.18 $20.00 60.5% $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 2010 and current year 11
Customer Security Fixed Route 2010 2011 2Q 2012 GOAL Personal Safety on Bus Driver Driving Safely 4.3 4.4 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 2010 2011 2Q 2012 GOAL Personal Safety on Van 4.8 Not Measured 4.8 Score 5 on a scale of 1-5 (Standard = 4.5) Driver Driving Safely 4.7 Not Measured 4.8 Score 5 on a scale of 1-5 (Standard = 4.5) 12
Maintenance Cost (Cost per Mile) 2011 2Q 2012 GOAL Fixed Route $1.02 $1.01 $1.11 Paratransit $0.75 $0.74 $0.81 13
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 1Q2012 14
On-Time Performance 2011 2Q 2012 GOAL Fixed Route 97.15% 98.34% 95% Paratransit 93.60% 94.71% 95% 15
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 29,996 30,944 29,727 32,752 30,608 30,351 36,971 32,173 2009 2010 2011 2012 34,099 32,552 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 25,000 Paratransit Reservations: 328-1552 2009 2010 2011 2012 23,000 21,000 19,000 17,000 15,000 19,470 19,566 18,834 18,699 18,949 17,642 18,053 18,443 18,058 17,404 18,899 18,895 17,912 17,235 17,665 17,704 18,158 16,711 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 16
Call Center Performance Abandoned Calls Goal: < 4% 2 nd Quarter Abandon Rate = 11.8% 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 1,800 1,600 1,400 1,200 1,000 800 600 400 200 0 Customer Service: 328-RIDE 2009 2010 2011 2012 4,366 4,720 3,7634,858 3450 38114,62334554,565 3,585 3,044 3,100 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: 328-1552 612 574 404 367 435 441 322 390 263 303 363 425 204 181 2009 2010 2011 2012 352 307 2 nd Quarter Abandon Rate = 2.1% 433 476 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 17
Call Center Performance Service Level-Calls Answered within 60 seconds Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 71% Customer Service: 328-RIDE 2009 2010 2011 2012 74% 80% 79% 77% 72% 73% 75% 74% 77% 71% 70% 71% 72% 78% 75% 72% 62% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Paratransit Reservations: 328-1552 2009 2010 2011 2012 87% 89% 91% 90% 91% 93% 87% 89% 91% 87% 87% 82% 84% 89% 91% 90% 90% 89% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 18
Professional & Courteous Rating 5.00 4.85 Goal: 4.5 4.75 4.74 4.73 4.50 4.25 4.00 Fixed Route Ride Along Paratransit Ride Along Customer Service/Reservations Admin&Mgmt/Security 19
Operator Announcements/Introductions 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 90.7% Coach Operator ADA Stop Announcements Goal: 100% 87.5% Van Operator Introductions 20
Vehicle Cleanliness 100.0% 90.0% 100.0% 93.3% 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
Comment Rate Fixed Route 2011 2Q 2012 Standard 5.3 (per 100K passengers) 4.8 (per 100K passengers) 5.0 (per 100K passengers) Paratransit 4.6 (per 10K passengers) 4.3 (per 10K passengers) 5.0 (per 10K passengers) 22
Maintenance Reliability (Road Calls) Average Miles Between Road Calls 2011 2Q 2012 GOAL Fixed Route 7,988 6,509 1 / 8,000 miles Paratransit 40,570 32,926 1 / 46,000 miles 23
1Q2012 Provide Organizational & Employee Development Performance Measures: Training Rate Ride Checks/Ride Alongs 24
1Q2012 Ride Checks/Ride Alongs Fixed Route 100% Paratransit 100% 2011 2012 Standard 90 of 248 completed 21 of 60 completed 100% of operators checked annually 100% of operators checked annually 26
1Q2012 Safety 2 Performance Measures: Total Accident Rate Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 27
TOTAL VEHICLE ACCIDENTS Fixed Route 2009 2010 2011 2012 Jan 33 6 19 14 Feb 13 10 14 8 Mar 11 9 11 6 Apr 7 12 9 6 May 5 14 19 12 Jun 8 8 15 4 Jul 2 9 10 Aug 9 10 8 Sep 11 10 8 Oct 7 10 12 Nov 7 21 4 Dec 19 35 8 Total Accidents 132 154 137 50 YEAR TO DATE ACCIDENTS PER 100,000 MILES 2.05 2.40 2.24 1.66 Standard: Less than 2.0 per 100,000 miles 10.00 Monthly Accidents / 100,000 Miles 2009 2010 2011 2012 8.00 6.00 4.00 2.00 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 28
PREVENTABLE VEHICLE ACCIDENTS Fixed Route 2009 2010 2011 2012 Jan 5 0 1 2 Feb 8 3 0 4 Mar 5 2 3 5 Apr 6 3 3 1 May 2 6 3 4 Jun 3 3 2 2 Jul 0 2 1 Aug 1 0 1 Sep 7 3 0 Oct 2 4 2 Nov 1 1 1 Dec 1 2 0 Total Prev. Accidents 41 29 17 18 YTD PREVENTABLE ACCIDENTS PER 100,000 MILES 0.64 0.45 0.28 0.60 Standard: Less than 0.5 per 100,000 miles 1.80 Accidents per 100,000 Miles 2009 2010 2011 2012 1.60 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 29
2009 2010 2011 2012 Jan 6 2 3 5 Feb 1 3 2 2 Mar 3 5 3 1 Apr 4 0 4 2 May 2 3 3 2 Jun 0 1 1 0 Jul 1 4 2 Aug 2 1 1 Sep 3 1 2 Oct 2 2 2 Nov 1 3 1 Dec 5 3 1 Total Accidents 30 28 25 12 YEAR TO DATE ACCIDENTS PER 100,000 MILES TOTAL VEHICLE ACCIDENTS Paratransit 2.05 2.04 1.81 1.66 Standard: Less than 2.0 per 100,000 miles 6.00 Monthly Accidents / 100,000 miles 2009 2010 2011 2012 5.00 4.00 3.00 2.00 1.00 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 30
PREVENTABLE VEHICLE ACCIDENTS 2009 2010 2011 2012 Jan 1 0 1 0 Feb 0 1 1 2 Mar 1 3 1 1 Apr 2 0 2 0 May 1 2 0 1 Jun 0 0 1 0 Jul 1 1 1 Aug 0 0 1 Sep 1 1 0 Oct 0 0 1 Nov 1 1 1 Dec 3 1 1 Total Prev. Accidents 11 10 11 4 YTD PREVENTABLE ACCIDENTS PER 100,000 MILES Paratransit 0.74 0.68 0.80 0.29 Standard: Less than 1.0 per 100,000 miles 3.00 Accidents per 100,000 Miles 2009 2010 2011 2012 2.50 2.00 1.50 1.00 0.50 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 31
Workers Compensation Time Loss Lost Time Days per 1,000 Hours 2011 2Q 2012 Standard Fixed Route 0.03 0.02 0.02 Paratransit 0.01 0.01 0.04 Maintenance 0.02 0.01 0.05 25
Workers Compensation Claims Claims per 1,000 Hours 2011 2Q 2012 Standard Fixed Route 0.07 0.06 0.05 Paratransit 0.06 0.08 0.08 Maintenance 0.13 0.07 0.09 26