performance measures third quarter 2013€¦ · goal: 0% growth in ridership level . result: 1.7%...

Performance Measures Third Quarter 2013

Earn & Retain the Community’s Trust

4 Performance Measures:

Ridership

Service Effectiveness (Passengers per Revenue Hour)

Customer Security

Public Outreach

1

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

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


Paratransit 2010 2011 2012 2013

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


Vanpool 2010 2011 2012 2013

2010 = 214,193 2011 = 232,825 2012 = 250,436 Proj. 2013 = 272,725

Ridership

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

GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR

Service Effectiveness Paratransit


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




2011 2012 2013PASSENGERS PER REVENUE HOUR

Objective

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


(Standard = 4.5)

GOAL


(Standard = 4.5)


(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

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

Provide Excellent Customer Service


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

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

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)

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


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


Paratransit Reservations: 328-1552 2009 2010 2011 2012 2013

3rd Quarter Abandon

Rate = 3.8%

11

Goal: < 4%

Call Center Performance

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%


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%


Paratransit Reservations: 328-1552 2009 2010 2011 2012 2013

Service Level-Calls Answered within 60 seconds

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

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

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

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

Enable Organizational Success


Training Rate

Annual Employee Evaluations

Governance (new for 2013)

18

Training Rates

19

2012 2013 Standard

Paratransit8 hours Advanced

Training per Operator annually

CompletedFixed Route8 hours Advanced

Training per Operator annually

Completed Completed

Completed

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

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

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

Cost Efficiency Fixed Route

OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS


$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




2011 2012 2013COST PER REVENUE HOUR

80.3%

Objective

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




2011 2012 2013COST PER REVENUE HOUR

79.3%

Objective

* System averages assume a performance equal to STA for 2012 & 2013

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

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




2011 2012 2013COST PER PASSENGER

67.5%

Objective


Cost Effectiveness Paratransit

27

OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS


$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




2011 2012 2013COST PER PASSENGER

57.3%

Objective

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


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


2012 2013Pe

rcen

tage

Fixed Route

29

Maintenance Cost

(Cost per Mile)

2012 2013 GOAL

$0.85$0.77

Fixed Route

Paratransit

$1.05

$0.84

$1.15$1.10

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.

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


Preventable Accident Rate

Injury Rate

Workers Comp Time Loss

Claims per 1,000 Hours

Ensure Safety

33

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


Preventable Accidents per 100,000 Miles 2010 2011 2012 2013

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


Preventable Accidents per 100,000 Miles 2010 2011 2012 2013

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

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

performance measures third quarter 2013€¦ · goal: 0% growth in ridership level . result: 1.7%...

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