Performance Measures 4 th Quarter/Year End 2010
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 4Q2010 1,200,000 Fixed Route 2007 2008 2009 2010 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 2007 = 9,436,662 2008 = 11,110,476 2009 = 11,152,408 2010 = 10,710,562 Goal: Sustain 2009 Ridership Level Result: 4.0% Decline YTD 2
Ridership 55,000 Paratransit 2007 2008 2009 2010 50,000 45,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2007 = 506,710 2008 = 517,354 2009 = 521,578 2010 = 517,192 Goal: Sustain 2009 Ridership Level Result: 0.8% Decline YTD 3
Ridership 25,000 Rideshare 2007 2008 2009 2010 22,500 20,000 17,500 15,000 12,500 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2007 = 186,654 2008 = 224,395 2009 = 209,787 2010 = 208,502 Goal: 21% Growth in 2010 Result: 0.6% Decline YTD 4
Cost Efficiency Fixed Route $200.00 $180.00 $160.00 $140.00 Objective $120.00 $100.00 $80.00 $60.00 $40.00 $20.00 $0.00 $107.46 STA COST PER REVENUE HOUR $137.33 78.2% Urbanized Average $121.95 $124.75 Everett Transit Pierce Transit (Tacoma) $172.34 Community Transit (Snohomish) 2008 2009 2010 $155.76 King County Metro $111.86 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
Cost Efficiency Paratransit $120.00 $100.00 Objective $80.00 $71.90 COST PER REVENUE HOUR 2008 2009 2010 $103.41 $91.78 $94.77 $90.17 $86.92 $83.64 $60.00 $40.00 78.3% $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
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
40.0 35.0 Service Effectiveness Fixed Route PASSENGERS PER REVENUE HOUR 33.73 2008 2009 2010 30.0 25.0 Objective 20.0 25.9 23.79 20.53 23.54 19.40 21.78 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 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
Service Effectiveness Paratransit 3.50 Objective 3.00 2.50 2.92 PASSENGERS PER REVENUE HOUR 2.20 2.50 2.14 2.07 2008 2009 2010 2.61 2.00 1.70 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 current year 9
Cost Effectiveness Fixed Route $10.00 $9.00 COST PER PASSENGER $8.84 2008 2009 2010 $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 $2.00 70.0% $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
$60.00 $50.00 Objective $40.00 Cost Effectiveness Paratransit COST PER PASSENGER $41.17 $37.07 $41.13 $40.97 2008 2009 2010 $47.91 $38.76 $30.00 $24.01 $20.00 58.3% $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
Customer Security Fixed Route 2009 2010 2009 GOAL 2010 GOAL Personal Safety on Bus 3.4 4.3 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 3.5 4.4 Score 3.6 (or better) on a scale of 1-4 Score 4.5 (or better) on a scale of 1-5 Paratransit 2009 2010 2010 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 1-5 12
Maintenance Cost (Cost per Mile) 2008 2009 YTD 2010 GOAL Fixed Route $1.06 $1.03 $0.99 $1.05 Paratransit $0.50 $0.52 $0.78 $0.76 13
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
On-Time Performance 2008 2009 YTD 2010 GOAL Fixed Route 93.10% 95.07% 96.44% 95% Paratransit 92.88% 94.57% 94.12% 95% 15
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 2008 2009 2010 25,000 20,000 15,000 Paratransit Reservation: 328-1552 20,598 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 2008 2009 2010 22,480 16
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 4,201 2008 2009 2010 4,915 8,234 4 th Quarter Abandon Rate = 16.7% 3,969 6,999 6,434 2,500 2,000 1,500 1,000 500 0 721 Paratransit Reservations: 328-1552 584 776 665 538 470 428 343 290 371 Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec 2008 2009 2010 4 th Quarter Abandon Rate = 5.3% 1346 1529 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% 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 2008 2009 2010 100.0% 90.0% 80.0% 70.0% 60.0% Paratransit Reservations: 328-1552 89.0% 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 2008 2009 2010 18
Professional & Courteous Rating 5.00 4.90 4.80 4.70 4.68 4.89 Goal : 4.5 4.84 4.60 4.50 4.40 4.30 4.20 4.10 4.00 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Admin&Mgmt Security 19
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
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
Comment Rate 2008 2009 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
Customer Service Response Time TBD (Pending Implementation of Customer Service Comment Software Module) 23
Maintenance Reliability (Road Calls) Average Miles Between Road Calls Per Month 2008 2009 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
Provide Organizational & Employee Development 1 Performance Measure: Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 25
Workers Compensation Time Loss Lost Time Days per 1,000 hours 2008 2009 YTD 2010 GOAL Fixed Route 0.04 0.02 0.02 0.02 Paratransit 0.03 0.01 0.03 0.04 Maintenance 0.08 0.01 0.03 0.05 26
Workers Compensation Claims Claims per 1,000 hours 2008 2009 YTD 2010 GOAL Fixed Route Paratransit 0.07 0.05 0.07 0.05 0.07 0.11 0.11 0.08 Maintenance 0.11 0.15 0.09 0.09 27
Safety 2 Performance Measures: Total Accident Rate Preventable Accident Rate 28
TOTAL VEHICLE ACCIDENTS Fixed Route 2007 2008 2009 2010 Jan 12 23 33 6 Feb 6 25 13 10 Mar 10 15 11 9 Apr 11 14 7 12 May 20 15 5 14 Jun 13 15 8 8 Jul 7 9 2 9 Aug 13 8 9 10 Sep 14 5 11 10 Oct 16 16 7 10 Nov 12 14 7 21 Dec 19 93 19 35 Total Accidents 153 252 132 154 Standard: 2.0 per 100,000 miles YEAR TO DATE ACCIDENTS PER 100,000 MILES 2.47 3.98 2.05 2.40 20.00 18.00 16.00 14.00 12.00 10.00 8.00 6.00 4.00 2.00 0.00 Monthly Accidents / 100,000 Miles 2007 2008 2009 2010 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 29
PREVENTABLE VEHICLE ACCIDENTS Fixed Route 2007 2008 2009 2010 Jan 2 3 5 0 Feb 2 3 8 3 Mar 4 4 5 2 Apr 2 4 6 3 May 5 3 2 6 Jun 5 7 3 3 Jul 2 3 0 2 Aug 3 1 1 0 Sep 10 2 7 3 Oct 4 5 2 4 Nov 5 8 1 1 Dec 4 5 1 1 Total Prev. Accidents 48 48 41 28 YTD PREVENTABLE ACCIDENTS PER 100,000 MILES 0.78 0.76 0.64 0.44 Standard: 0.5 per 100,000 miles 2.50 Accidents per 100,000 Miles 2007 2008 2009 2010 2.00 1.50 1.00 0.50 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 30
2007 2008 2009 2010 Jan 4 5 6 2 Feb 1 8 1 3 Mar 4 4 3 5 Apr 2 2 2 0 May 0 2 2 3 Jun 0 0 0 1 Jul 2 1 1 4 Aug 4 1 2 1 Sep 3 6 3 1 Oct 3 0 2 2 Nov 2 2 1 3 Dec 3 4 5 3 Total Accidents 28 35 28 28 YEAR TO DATE ACCIDENTS PER 100,000 MILES TOTAL VEHICLE ACCIDENTS Paratransit 1.93 2.35 1.91 2.04 Standard: 2.0 per 100,000 miles 7.00 Monthly Accidents / 100,000 miles 2007 2008 2009 2010 6.00 5.00 4.00 3.00 2.00 1.00 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 31
PREVENTABLE VEHICLE ACCIDENTS 2007 2008 2009 2010 Jan 1 1 0 0 Feb 0 1 0 1 Mar 2 1 0 3 Apr 2 1 0 0 May 0 0 0 2 Jun 0 0 0 0 Jul 0 1 0 1 Aug 1 1 0 0 Sep 2 5 1 1 Oct 1 0 0 0 Nov 0 0 1 1 Dec 1 1 3 1 Total Prev. Accidents 10 12 5 10 YTD PREVENTABLE ACCIDENTS PER 100,000 MILES Paratransit 0.69 0.83 0.34 0.68 Standard: 1.0 per 100,000 miles 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Accidents per 100,000 Miles 2007 2008 2009 2010 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 32