Performance Measures Year End 2015
Priorities and Objectives 1. Earn and Retain the Community s Trust 2. Provide Excellent Customer Service 3. Enable Organizational Success 4. Exemplify Financial Stewardship 5. Ensure Safety 1
Earn & Retain the Community s Trust 4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach 2
Ridership 1,200,000 Fixed Route 2012 2013 2014 2015 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 2012 = 11,031,338 2013 = 11,087,049 2014 = 11,324,434 2015 = 10,815,736 Goal: 0.5% Increase over 2014 Ridership Result: 4.5% Decrease 3
Ridership 50,000 Paratransit 2012 2013 2014 2015 45,000 40,000 35,000 30,000 25,000 20,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 = 490,106 2013 = 483,038 2014 = 475,171 2015 = 464,449 Goal: Maintain 2014 Ridership Level Result: 2.3% Decrease 4
Ridership 28,000 Vanpool 2012 2013 2014 2015 26,000 24,000 22,000 20,000 18,000 16,000 14,000 12,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 = 250,436 2013 = 241,257 2014 = 246,331 2015 = 219,578 Goal: 7.0% Increase over 2014 Ridership Result: 10.9% Decrease 5
40.00 35.00 Fixed Route PASSENGERS PER REVENUE HOUR Service Effectiveness 2013 2014 2015 34.38 30.00 Objective 25.00 20.00 27.31 23.32 18.67 25.04 18.63 22.88 20.30 15.00 10.00 5.00 0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) GOAL: TRANSPORT 28.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2015 6
Paratransit Service Effectiveness 3.50 Objective 3.00 2.50 PASSENGERS PER REVENUE HOUR 2.79 2.43 2.31 2.10 2.14 2013 2014 2015 2.56 3.06 2.00 1.50 1.53 1.00 0.50 0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2015 7
Customer Security Fixed Route 2013 2014 2015 GOAL Personal Safety on Bus Driver Driving Safely 4.4 4.5 Not surveyed Not surveyed 4.5 4.6 Score 5 on a scale of 1-5 (Standard = 4.5) Score 5 on a scale of 1-5 (Standard = 4.5) Paratransit 2013 2014 2015 GOAL Personal Safety on Van Not surveyed 4.9 (No survey until 2016) Score 5 on a scale of 1-5 (Standard = 4.5) Driver Driving Safely Not surveyed 4.8 (No survey until 2016) Score 5 on a scale of 1-5 (Standard = 4.5) 8
Public Outreach Does STA do a good job of listening to the public? 2013 2014 2015 Goal 3.55 3.37 Update anticipated in 2016 Score 4.5 on a scale of 1-5 9
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 10
100 Fixed Route On-Time Performance On Time Performance 2014 2015 Percentage Goal 95 90 85 80 75 2015 Average = 95.4% 70 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Goal Percentage 100 95 90 85 80 75 Paratransit On-Time Performance 2014 2015 2015 Average = 93.6% 70 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 11
Service Level: % of Calls Answered within 60 seconds Customer Service: 328-RIDE Call Center Performance Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 92% 90% 89% 90% 90% 89% 88% 90% 87% 88% 87% 89% 83% 89% 91% 88% 90% 89% 90% 2011 2012 2013 2014 2015 88% 86% 90% 91% 91% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls 2015 Abandon Rate = 6.1% 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 Goal: < 4% 2011 2012 2013 2014 2015 2614 1694 1466 1161 1562 1198 1437 1796 1268 1238 1150 1156 898 1125 1407 986 1139 1132 1423 1010 1289 995 1158 991 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 11
Paratransit Reservations: 328-1552 Service Level: % of Calls Answered within 60 seconds Call Center Performance Goal: 90% 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 82% 77% 65% 87% 88% 86% 86% 88% 87% 89% 79% 79% 2011 2012 2013 2014 2015 84% 73% 84% 84% 87% 82% 82% 82% 80% 78% 77% 69% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls Goal: < 4% 1,800 1,600 1,400 1,200 1066 1,000 800 600 400 200 2015 0 Abandon Rate = 4.0% 1651 696 558 474 913 875 1225 649 579 714 690 505 2011 2012 2013 2014 2015 482 564 542 784 808 816 630 1113 1072 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 1022 1590 13
Professional & Courteous 5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 2015 Goal 4.71 4.67 4.67 Overall 4.68 Goal = 4.50 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt 14
Operator Announcements/ Introductions 100.0% 100.0% 2015 90.0% 80.0% 82.0% 70.0% 60.0% 50.0% 40.0% 30.0% Coach Operator ADA Stop Announcements Goal: FR = 95% Para = 90% Van Operator Introductions 15
Vehicle Cleanliness 100.0% 95.6% 2015 98.4% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% Goal Yes = 90% or Better 30.0% Coach Interior/Exterior Clean Van Interior/Exterior Clean 16
Complaint Rate Fixed Route Paratransit 2014 2015 Standard 5.3 7.2 5.8 7.2 8.0 (per 100K passengers) 8.0 (per 10K passengers) 17
Maintenance Reliability Average Miles Between Road Calls 2014 2015 2015 GOAL Fixed Route 6,634 7,301 1 / 7,500 miles Paratransit 67,756 77,963 1 / 57,000 miles 18
Enable Organizational Success 3 Performance Measures: Training Rate Annual Employee Evaluations Governance 19
Training Rates Fixed Route 2014 2015 Standard Completed CAD/AVL training for all operators Completed 8 hours Advanced Training per Operator annually Paratransit Completed Completed 8 hours Advanced Training per Operator annually 20
Ride Checks/ Ride Alongs Fixed Route Paratransit 2014 2015 Goal 230 of 242 completed 54 of 55 completed 233* of 253 completed 54 of 55 completed 100% of operators checked annually 100% of operators checked annually * All active Operators completed 21
Maintenance Training Maintenance 2015 64 hours per employee Standard 25 hours per employee per year 22
Managers/Supervisors/ Administrative Training Managers / Supervisors/ Admin 2015 Standard Measured Annually 100 % receive onsite or off-site training each year 23
Governance Board Development Attendance at a transit-related conference / training event Event Location Attendee APTA Legislative Conference March 8-10, 2015 Washington, D.C. Al French Tom Trulove APTA Annual Meeting Oct 4 - Oct 7, 2015 San Francisco Ed Pace Candace Mumm 24
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 25
$200.00 $180.00 $160.00 $140.00 Objective $120.00 $100.00 $80.00 $60.00 $40.00 $20.00 $0.00 Fixed Route COST PER REVENUE HOUR $118.72 STA $144.15 $143.78 $141.95 82.4% Urbanized Average Everett Transit Pierce Transit (Tacoma) Cost Efficiency $172.75 Community Transit (Snohomish) 2013 2014 2015 $166.21 King County Metro $131.14 C-Tran (Vancouver) $109.09 Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2015 26
Paratransit Cost Efficiency $140.00 COST PER REVENUE HOUR 2013 2014 2015 $120.00 Objective $100.00 $107.89 $120.84 $107.09 $90.94 $101.00 $116.20 $111.29 $80.00 $79.90 $60.00 74.1% $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2015 27
Cost Efficiency Rideshare Operating/Administrative Cost per Mile 2014 2015 $0.55 $0.53 Revenue per Mile $0.55 $0.53 % 100.3% 98.1% Goal: Recover 100% of Operating/Administrative costs 28
Fixed Route Cost Effectiveness $10.00 $9.00 COST PER PASSENGER 2013 2014 2015 $9.21 $8.00 $7.65 $7.00 Objective $6.00 $5.00 $4.36 $6.39 $5.64 $4.81 $5.69 $5.34 $4.00 $3.00 68.3 % $2.00 $1.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2014 29
$70.00 $60.00 Paratransit COST PER PASSENGER Cost Effectiveness 2013 2014 2015 $63.57 $50.00 Objective $40.00 $46.75 $47.97 $49.16 $40.93 $43.78 $35.09 $30.00 $27.78 $20.00 59.4% $10.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS * System averages assume a performance equal to STA for 2014 30
Maintenance Cost (Cost per Mile) 2014 2015 GOAL Fixed Route $1.14 $1.19 $1.27 Paratransit $0.81 $1.01 $0.93 32
Financial Management Unaudited 33
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 3 Years 6 Years 3 Years 6 Years Public Perception Community Survey Question Response* Standard STA is Financially Responsible 3.54 Score 4.5 * Survey completed in 2014 34
Ensure Safety 2 Performance Measures: Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours 35
PREVENTABLE VEHICLE ACCIDENTS Fixed Route 2012 2013 2014 2015 Jan 2 6 3 4 Feb 4 3 4 1 Mar 5 2 6 1 Apr 1 6 3 5 May 4 3 2 4 Jun 2 7 5 5 Jul 1 2 2 3 Aug 4 5 8 2 Sep 2 0 6 3 Oct 2 2 5 2 Nov 3 1 3 5 Dec 0 3 1 3 Total Prev. Accidents 30 40 48 38 YTD PREVENTABLE ACCIDENTS PER 10,000 MILES 0.05 0.07 0.08 0.06 Standard: Less than 0.08 per 10,000 miles 0.30 Preventable Accidents per 10,000 Miles 2013 2014 2015 0.25 0.20 0.15 0.10 0.05 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 36
PREVENTABLE VEHICLE ACCIDENTS 2012 2013 2014 2015 Jan 0 1 2 2 Feb 2 0 0 0 Mar 1 1 2 0 Apr 0 2 2 2 May 1 1 1 0 Jun 0 1 2 1 Jul 0 1 1 0 Aug 0 1 1 2 Sep 0 1 0 1 Oct 0 0 1 1 Nov 3 1 2 1 Dec 0 0 1 2 Total Prev. Accidents 7 10 15 12 YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Paratransit 0.05 0.07 0.11 0.09 Standard: Less than 0.10 per 10,000 miles 0.25 Preventable Accidents per 10,000 Miles 2013 2014 2015 0.20 0.15 0.10 0.05 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37
Workers Compensation Time Loss Lost Time Days per 1,000 Hours 2014 2015 Standard Fixed Route 0.02 0.02 0.02 Paratransit 0.03 0.02 0.04 Maintenance 0.03 0.04 0.05 38
Workers Compensation Claims Claims per 1,000 Hours 2014 2015 Standard Fixed Route 0.05 0.06 0.05 Paratransit 0.11 0.08 0.08 Maintenance 0.12 0.12 0.09 39