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Performance Measures Third Quarter 2013
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Earn & Retain the Community’s Trust
4 Performance Measures:
Ridership
Service Effectiveness (Passengers per Revenue Hour)
Customer Security
Public Outreach
1
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Goal: 1.0% Increase over 2012 Ridership Result: Ridership 0.8% Increase YTD
2
Ridership
2010 = 10,710,528 2011 = 10,831,987 2012 = 11,031,072 Proj. 2013 = 11,141,383
500,000
600,000
700,000
800,000
900,000
1,000,000
1,100,000
1,200,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Fixed Route 2010 2011 2012 2013
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Goal: 0% Growth in Ridership Level Result: 1.7% Decrease YTD
3
Ridership
2010 = 517,192 2011 = 485,551 2012 = 490,110 Proj. 2013 = 490,110
30,000
35,000
40,000
45,000
50,000
55,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit 2010 2011 2012 2013
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4
Goal: 8.9% Increase over 2012 Ridership Result: 4.2% Decrease YTD
10,000
12,500
15,000
17,500
20,000
22,500
25,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Vanpool 2010 2011 2012 2013
2010 = 214,193 2011 = 232,825 2012 = 250,436 Proj. 2013 = 272,725
Ridership
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GOAL: TRANSPORT 24.0 PASSENGERS PER REVENUE HOUR
Service Effectiveness Fixed Route
5 * System averages assume a performance equal to STA for 2012 & 2013
28.8625.68
20.25
28.38
18.04
35.73
25.98
0.0
5.0
10.0
15.0
20.0
25.0
30.0
35.0
40.0
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013PASSENGERS PER REVENUE HOUR
Objective
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GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR
Service Effectiveness Paratransit
6 * System averages assume a performance equal to STA for 2012 & 2013
2.88
2.322.52
2.29 2.33
1.72
2.74
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013PASSENGERS PER REVENUE HOUR
Objective
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Customer Security
7
Not Surveyed4.8Not
Surveyed
2013
4.4
4.5
2013
Score 5 on a scale of 1-5
(Standard = 4.5)
4.8Not Surveyed
Not surveyed
GOAL
Score 5 on a scale of 1-5
(Standard = 4.5)
GOAL
Score 5 on a scale of 1-5
(Standard = 4.5)
Score 5 on a scale of 1-5
(Standard = 4.5)
2011
2012
4.4Not Surveyed
2011
Not Surveyed
2012
4.5
Driver Driving Safely
Fixed Route
Paratransit
Personal Safety on Van
Driver Driving Safely
Personal Safety on Bus
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Public Outreach
“Does STA do a good job of listening to the public?”
8
2011 2012 2013 Standard
3.49 No Survey Taken 3.55 Score 4.5 on
a scale of 1-5
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Provide Excellent Customer Service
6 Performance Measures:
On-Time Performance Call Center
Abandoned Calls Customer Service Response Time
Professionalism and Courtesy Driver Announcements / Introduction Cleanliness of Coach / Van Complaint Rate Maintenance Reliability
9
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On Time Performance
10
97.71 97.8599.39
94.52 94.77 94.9
858687888990919293949596979899
100
1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Fixed Route ParatransitOn-Time Performance
Perc
enta
ge
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Complaint Rate
16
2012 2013 Standard
Fixed Route
Paratransit5.0
(per 10K passengers)
5.2 (per 10K
passengers)
5.0 (per 100K
passengers)
5.3 (per 100K
passengers)
4.8 (per 10K
passengers)
5.0 (per 100K
passengers)
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Abandoned Calls
3,763 4,366 4,720
3450 3811 3455 3586 34964354
3,365
1,654
3,107 3,744 3,089
2,363 1,679
2,375 2,791
1,269 1,419 2,088
01,0002,0003,0004,0005,0006,0007,0008,0009,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Customer Service: 328-RIDE 2009 2010 2011 2012 2013
3rd Quarter Abandon Rate
= 6.2%
574 441
322 390 303425 419 418 493
845 710 791 640
442 504 301
473 390 459 576
1,006
0200400600800
1,0001,2001,4001,6001,800
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-1552 2009 2010 2011 2012 2013
3rd Quarter Abandon
Rate = 3.8%
11
Goal: < 4%
Call Center Performance
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Call Center Performance
77%72% 73% 75% 74% 77% 75% 75%
68%74%
86%
77%75% 77%
82% 85% 82% 79%
90% 89% 85%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Customer Service: 328-RIDE 2009 2010 2011 2012 2013
12
Goal: 90%
84%89% 91% 90% 90% 89% 88% 89% 86%
80% 82% 80%
84% 87% 87% 91% 87% 87% 86% 84%77%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Paratransit Reservations: 328-1552 2009 2010 2011 2012 2013
Service Level-Calls Answered within 60 seconds
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Professional & Courteous
4.44 4.75 4.70
0.000.501.001.502.002.503.003.504.004.505.00
Fixed Route Ride Along Paratransit Ride Along Customer ServiceReservations/Security
Admin & Mgmt
YTD (Jan to Sept) Goal Goal = 4.50
Overall 4.59
13
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Operator Announcements/ Introductions
90.4% 88.7%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Coach OperatorADA Stop Announcements
Van OperatorIntroductions
Goal: 100%
14
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89.7%
100.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Coach Interior/Exterior Clean Van Interior/Exterior Clean
Vehicle Cleanliness
Goal – Yes = 90% or Better
15
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Maintenance Reliability
17
Average Miles Between Road Calls
2012 2013 GOAL
Fixed Route
Paratransit1 / 40,000
miles
1 / 8,000 miles7,219
26,133
7,008
33,518
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Enable Organizational Success
3 Performance Measures:
Training Rate
Annual Employee Evaluations
Governance (new for 2013)
18
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Training Rates
19
2012 2013 Standard
Paratransit8 hours Advanced
Training per Operator annually
CompletedFixed Route8 hours Advanced
Training per Operator annually
Completed Completed
Completed
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Ride Checks/ Ride Alongs
20
2012 YTD 2013 Standard
Paratransit60 of 60
completed
Fixed Route157 of 249 completed
100% of operators
checked annually
100% of operators
checked annually
46 of 54 completed
249 of 249 completed
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Governance Board Development
Attendance at a transit-related conference / training event
21
Goal: Two Members Annually
Event Location Attendee
APTA Legislative Conference
March 10 - 12, 2013
Washington, D.C. Mike Allen
APTA Annual Meeting
Sept 29 - Oct 2, 2013
Chicago, IL Amber Waldref
Al French
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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
22
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Cost Efficiency Fixed Route
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
23 * System averages assume a performance equal to STA for 2012 & 2013
$116.24
$144.81
$119.70
$156.83$168.77
$156.60
$122.16
$0.00
$20.00
$40.00
$60.00
$80.00
$100.00
$120.00
$140.00
$160.00
$180.00
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013COST PER REVENUE HOUR
80.3%
Objective
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Cost Efficiency Paratransit
24
OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
$73.14
$92.22 $92.51 $93.67 $92.74$82.85
$99.31
$0.00
$20.00
$40.00
$60.00
$80.00
$100.00
$120.00
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013COST PER REVENUE HOUR
79.3%
Objective
* System averages assume a performance equal to STA for 2012 & 2013
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Goal: Recover 100% of Operating/Administrative costs
Cost Efficiency
Rideshare
25
2012 2013
102.3%
$0.51
$0.53
%
$0.52
$0.53
100.8%
Operating/Administrative Cost per Mile
Revenue per Mile
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Cost Effectiveness Fixed Route
26
OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS
$4.03
$5.97 $5.95 $5.58
$9.44
$4.42 $4.48
$0.00
$1.00
$2.00
$3.00
$4.00
$5.00
$6.00
$7.00
$8.00
$9.00
$10.00
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013COST PER PASSENGER
67.5%
Objective
* System averages assume a performance equal to STA for 2012 & 2013
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Cost Effectiveness Paratransit
27
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 2012 & 2013
$24.55
$42.86$39.00
$43.45 $42.41
$50.95
$38.49
$0.00
$10.00
$20.00
$30.00
$40.00
$50.00
$60.00
STA Urbanized Average Everett Transit Pierce Transit(Tacoma)
Community Transit(Snohomish)
King County Metro C-Tran (Vancouver)
2011 2012 2013COST PER PASSENGER
57.3%
Objective
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Cost Recovery from User Fees
28
5.85.5 5.6
5.15.35.3 5.3
3.0
3.5
4.0
4.5
5.0
5.5
6.0
1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
2012 2013
Perce
ntag
e
Paratransit
Goal = 5%
21.2 21.020.0 20.1
20.9 21.1 20.1
10.0
12.0
14.0
16.0
18.0
20.0
22.0
24.0
26.0
1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
2012 2013Pe
rcen
tage
Fixed Route
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29
Maintenance Cost
(Cost per Mile)
2012 2013 GOAL
$0.85$0.77
Fixed Route
Paratransit
$1.05
$0.84
$1.15$1.10
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Financial Management
31
Goal: Operate at, or below, budgeted expenditures
Fixed Route Paratransit Vanpool Plaza AdministrationSum of 2012 YTD Actual 28340102.37 7806644.08 544052.24 963536.79 4208229.49Sum of 2013 YTD Budget 30251225.07 8827755.42 664615.33 976078.66 4821686.98Sum of 2013 YTD Actual 28850552.13 7726534.08 517200.52 961550.14 4520348.75
0
5000000
10000000
15000000
20000000
25000000
30000000
35000000
Spokane TransitOperating Expenses (1)
September 2013
Total Expense Variance:$2.965K 6.5% Under Budget
Fuel Expense Variance:$ 725K 16.7% Under Budget
Totals:2012 Actual $41,862,5652013 Budget $45,541,3612013 Actual $42,576,186
(1) Year-to-date September 2013, capital expenditures total $3,100,915.
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Service Level Stability & Ability to Sustain Essential Capital Investments
Current Projection Goal
# of Years Current Service Level Can Be Sustained
3.75 Years 6 Years
Fully Funded Capital Improvement Plan
3.75 Years 6 Years
Public Perception Community Survey Question Response* Standard
STA is Financially Responsible 3.57 Score 4.5
* Survey completed February 23-24, 2013
32
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2 Performance Measures:
Preventable Accident Rate
Injury Rate
Workers Comp Time Loss
Claims per 1,000 Hours
Ensure Safety
33
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Standard: Less than 0.5 per
100,000 miles
10
2010 2011 2012 2013Jan 0 1 2 6Feb 3 0 4 3Mar 2 3 5 2Apr 3 3 1 6
May 6 3 4 3Jun 3 2 2 7Jul 2 1 1 2
Aug 0 1 4 5Sep 3 0 2 0Oct 4 2 2 Nov 1 1 3 Dec 2 0 0
Total Prev. Accidents 29 17 30 34YTD PREVENTABLE
ACCIDENTS PER 100,000 MILES
0.45 0.28 0.51 0.77
Fixed RoutePREVENTABLE VEHICLE ACCIDENTS
0.00
0.20
0.40
0.60
0.80
1.00
1.20
1.40
1.60
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Preventable Accidents per 100,000 Miles 2010 2011 2012 2013
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Standard: Less than 1.0
per 100,000 miles
11
2010 2011 2012 2013Jan 0 1 0 1Feb 1 1 2 0Mar 3 1 1 1Apr 0 2 0 2May 2 0 1 1Jun 0 1 0 1Jul 1 1 0 1
Aug 0 1 0 1Sep 1 0 0 1Oct 0 1 0 Nov 1 1 3 Dec 1 1 0
Total Prev. Accidents 10 11 7 9YTD PREVENTABLE
ACCIDENTS PER 100,000 MILES
0.73 0.80 0.50 0.86
ParatransitPREVENTABLE VEHICLE ACCIDENTS
0.00
0.50
1.00
1.50
2.00
2.50
3.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Preventable Accidents per 100,000 Miles 2010 2011 2012 2013
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Workers’ Compensation Time Loss
36
2012 2013 Standard
0.01
Fixed Route
Lost Time Days per 1,000 Hours
0.02
0.05
Paratransit 0.04
0.020.02
0.01 0.01
0.02Maintenance
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Workers’ Compensation Claims
37
2012 2013 Standard
Paratransit
Maintenance
Fixed Route
Claims per 1,000 Hours
0.070.07
0.090.13 0.07
0.05
0.06 0.08 0.08