Performance Measures Year End 2018

Transcription

1 Performance Measures Year End 2018

2 Priorities 1. Earn and Retain the Community s Trust 2. Provide Excellent Customer Service 3. Exemplify Financial Stewardship 4. Ensure Safety 5. Enable Organizational Success

3 Earn & Retain the Community s Trust 4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach

4 Ridership 1,200,000 Fixed Route ,100,000 1,000, , , , ,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2015 = 10,815, = 10,261, = 10,264, = 10,069, Goal: 1.5% Increase over Result: 1.9% Decrease at Year End 2019 Goal: 2% over 2018 actual 4

5 Ridership 50,000 Paratransit ,500 45,000 42,500 40,000 37,500 35,000 32,500 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2015 = 464, = 468, = 477, = 476, Goal: 1.5% Increase over Result: 0.2% Decrease at Year End 2019 Goal: 1.5% over 2018 actual 5

6 Ridership Vanpool ,000 22,000 20,000 18,000 16,000 14,000 12,000 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2015 = 219, = 193, = 178, = 157, Goal: 2.5% Increase over Result: 11.8% Decrease at Year End 2019 Goal: 1% over 2018 actual 6

7 Fixed Route Updated Service Effectiveness PASSENGERS PER REVENUE HOUR Goal STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) 2018 GOAL: TRANSPORT 25.0 OR MORE PASSENGERS PER REVENUE HOUR 2018 Status: 6.2% below goal 2019 Goal: Transport 25.0 or more Passengers Per Revenue Hour * System averages assume a performance equal to STA for 2017 &

8 Demand Response Updated Service Effectiveness PASSENGERS PER REVENUE HOUR Goal STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) 2018 GOAL: TRANSPORT 3.0 OR MORE PASSENGERS PER REVENUE HOUR 2018 Status: 7.0% under goal 2019 Goal: Transport 2.8 or more Passengers Per Revenue Hour * System averages assume a performance equal to STA for 2017 &

9 Customer Security Fixed Route Personal Safety on Bus Driver Driving Safely GOAL Score 4.5 on a scale of 1-5 (Std. = 4.5) Score 4.5 on a scale of 1-5 (Std. = 4.5) Paratransit GOAL Personal Safety on Van Scheduled for Scheduled for Score 4.5 on a scale of 1-5 (Std. = 4.5) Driver Driving Safely Scheduled for Scheduled for Score 4.5 on a scale of 1-5 (Std. = 4.5) 9

10 Community Perception Does STA do a good job of listening to the public? GOAL Score 4.5 on a scale of

11 Provide Excellent Customer Service 6 Performance Measures: On-Time Performance CS Call Center/Paratransit Reservations Abandoned Calls Customer Service Response Time Professionalism and Courtesy Driver Announcements / Introduction Cleanliness of Coach / Van Complaint Rate Maintenance Reliability 11

12 100 Fixed Route On Time Performance PercentageGoal YTD = 93.6% Goal 93% Fixed Route 100% Automated Time Checks began May 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Paratransit Percentage 95.0 Goal YTD = 89.8% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec12

13 Service Level: % of Calls Answered within 60 seconds Customer Service: 328-RIDE Call Center Performance 100.0% 95.0% 90.0% 85.0% 80.0% 75.0% 70.0% 65.0% 60.0% 55.0% 50.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls Goal: < 4% 1,800 1,600 1,400 1,200 1, Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Call Center reporting software updated year end Setting parameters improved to reflect accurate hours of operation, lowering abandoned call numbers. 13

14 Paratransit Reservations: Call Center Performance Service Level: % of Calls Answered within 60 seconds Goal: 90% 100.0% % 80.0% 70.0% 60.0% 50.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls 1,800 1,600 1,400 1,200 1, rd Qtr. YTD Abandon Rate = 3.6% Goal: < 4% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 14

15 Professional & Courteous Overall 4.81% 2018 Goal Goal 4.5 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt 15

16 Operator Announcements/Introductions 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 95.5% 2018 Goal: FR 95% Para 90% 83.8% 30.0% Coach Operator ADA Stop Announcements Van Operator Introductions 16

17 Vehicle Cleanliness % 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 90.30% 2018 Goal --Yes 90% % 30.00% Coach Interior/Exterior Clean Van Interior/Exterior Clean 17

18 Comment Rate Fixed Route Goal (per 100K passengers) Paratransit (per 10K passengers) 18

19 Maintenance Reliability Average Miles Between Road Calls GOAL Fixed Route 6,079 6,457 Paratransit 59,941 60,362 < 1 / 7,500 miles < 1 / 75,000 miles 19

20 Enable Organizational Success 3 Performance Measures: Training Rate Annual Employee Evaluations Governance 20

21 Training Rates 2017 YTD 2018 Goal Fixed Route Completed Delayed until 2019 due to scheduling 8 hours Advanced Training per Operator annually Paratransit Completed Completed 8 hours Advanced Training per Operator annually 21

22 Ride Checks/Ride Along Fixed Route Paratransit Goal 265* of 273 completed 55* of 59 completed 270 of 270 completed 55* of 60 completed * All active Operators completed 100% of operators checked annually 100% of operators checked annually 22

23 Maintenance Training 2018 Goal Maintenance Measured Annually 25 hours per employee per year 23

24 Managers/Supervisors/ Administrative Training 2018 Goal Managers / Supervisors/ Admin Measured Annually 100 % receive on-site or off-site training each year 24

25 Governance Board Development Attendance at a transit-related conference / training event Event Location Attendee(s) APTA Legislative Conference March 16-19, 2019 Washington, D.C. Candace Mumm Al French Kevin Freeman Pamela Haley APTA Annual Meeting September 15 18, 2019 New York, NY TBD 25

26 Exemplify Financial Stewardship 5 Performance Measures: Cost Efficiency Cost Effectiveness Cost Recovery from User Fees Maintenance Cost Financial Capacity Financial Management Service Level Stability Ability to Sustain Essential Capital Investments Public Perception 26

27 Fixed Route COST PER REVENUE HOUR $ $ $ $ $ $ $ $ $ Updated Cost Efficiency $ $ $ $ Objective $ $ $ $80.00 $60.00 $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) 2018 OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO LESS THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2018: 80.7% (STA - $128.29; Urban Average - $158.91) 2019 Objective: Constrain operating cost/hour to less than 95% of the statewide average for urban systems Notes: Previous year results 2016 and 2017 data from NTD reports STA 2018 data reflects unaudited year-to-date 27

28 Demand Response COST PER REVENUE HOUR $ $ $ $ $ $85.28 $ Updated Cost Efficiency $ Objective $ $ $ $ $ $80.00 $60.00 $40.00 $20.00 $0.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2018 : 77.2% (STA - $85.28; Urban Average - $110.47) 2019 Objective: Constrain operating cost/hour to less than 95% of the statewide average for urban systems Notes: Previous year results 2016 and 2017 data from NTD reports STA 2018 data reflects unaudited year-to-date 28

29 Cost Efficiency Rideshare Operating/Administrative Cost per Mile $0.49 $0.51 $0.52 Revenue per Mile % $ % $0.53 $ % 99.9% 2018 Goal: Recover 100% of Operating/Administrative costs 2018 Results: 99.9% 2019 Goal: Recover 100% of operating & administrative costs 29

30 Fixed Route $14.00 $12.00 COST PER PASSENGER Updated Cost Effectiveness $ $10.00 $8.00 Objective $8.24 $8.68 $8.92 $8.93 $7.26 $9.45 $7.90 $6.00 $5.47 $5.76 $4.00 $2.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) 2018 OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2018 : 63% (STA - $5.47; Urban Average - $8.68) 2019 Objective: Constrain operating cost/passenger to no more than 95% of the statewide average for urban systems Notes: Previous year results 2016 and 2017 data from NTD reports STA 2018 data reflects unaudited year-to-date 30

31 Demand Response $80.00 $70.00 COST PER PASSENGER Updated Cost Effectiveness $ $60.00 $50.00 $40.00 Objective $49.88 $49.78 $53.19 $55.94 $41.14 $48.01 $38.40 $38.77 $30.00 $28.01 $20.00 $10.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2018: 56.3% (STA - $29.55; Urban Average - $52.50) 2019 Objective: Constrain operating cost/passenger to no more than 95% of the statewide average for urban systems Notes: Previous year results 2016 and 2017 data from NTD reports STA 2018 data reflects unaudited year-to-date 31

32 Cost Recovery from User Fees 24.0 Fixed Route Goal = 20% 20.0 Percentage st Quarter 2nd Quarter 3rd Quarter 4th Quarter Paratransit Goal = 5 Percentage st Quarter 2nd Quarter 3rd Quarter 4th Quarter 32

33 Maintenance Cost GOAL Fixed Route $1.18 $1.17 $1.28 Paratransit $0.90 $0.87 $0.92 (Cost per Mile) 33

34 Financial Management 34

35 Service Level Stability & Ability to Sustain Essential Capital Investments # of Years Current Service Level Can Be Sustained Fully Funded Capital Improvement Plan Current Projection Goal 6 Years 6 Years 6 Years 6 Years Public Perception Community Survey Question Response* Standard STA is Financially Responsible 3.73 Score 4.5 * Survey completed in

36 Ensure Safety 2 Performance Measures: Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 36

37 Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Preventable Vehicles Accidents 0.25 Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37

38 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Paratransit Preventable Vehicles Accidents Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 38

39 Workers Compensation -Time Loss Lost Time Days per 1,000 Hours Goal Fixed Route Paratransit Maintenance

40 Workers Compensation - Claims Claims per 1,000 Hours Goal Fixed Route Paratransit Maintenance