public safety, customer service & operations monthly report

August 2020

1

3

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

FY19 48 45 40 46 43 57 45 64 55 52 45 47

FY20 45 47 71 46 59 50 26 29 50 41

Benchmark 49 48 48 49 52 52 50 49 50 49 49 49

0

10

20

30

40

50

60

70

80

FY19 FY20 Benchmark

2013

30

1417

22

9 10

18 19

2534

41

32

4228

1719

32

22

0

10

20

30

40

50

60

70

80

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

Preventable Non-Preventable

4


FY19 3 6 9 2 8 7 11 10 11 9 10 8

FY20 10 7 4 6 8 5 2 3 7 3

Benchmark 9 9 9 8 8 8 8 8 8 8 8 8

0

2

4

6

8

10

12

FY19 FY20 Benchmark

1

0

2

1

0 0 0 0

1

0

9

7

2

5

8

5

2

3

6

3

0

2

4

6

8

10

12


Preventable Non-Preventable

5

Illegal Turns, 1

Pedestrian/ Cyclist, 1

Sideswipe, 1

Rail Accidents by Type

7

93

113

129

116

107

9390

150

93

110

0 00

20

40

60

80

100

120

140

160

180


FY19 FY20

47

52

11

Offense TypeJuly

Property Person Society

8

11

41 37

30

35 31

15

25 21

12

0

20

40

60

80

100

120


FY19 FY20

9

Transit Center

On-Board Bus

5

10

15

20

25

30

35

40

45

50

JULY

Park & Ride Transit Center On-Board Bus Bus Op. Facility Bus Stop/Shelter Facility On-Board LRV

LRV Platform/Transfer Other Location Non-Transit Bldg. HOV Lane Rail Tracks Extra Job Traffic Stop

Pedestrian Stop Along Rail, not system Along the Bus Route Parking Lot / Garage (Lot B) METROLift Road/Street/FWY

LRV Platform/Transfer

10

7

9

2

1

0

5

2

0

2

7

0

2

4

6

8

10

12


FY19 FY20

12

93

0

89

8

63

5

1,0

74

1,4

85

81

7

8

(100)

100

300

500

700

900

1,100

1,300

1,500

1,700

Sep

Oct

No

v

Dec Jan

Feb

Mar

Ap

r

May Jun

Jul

Au

g

Sep

FY20 Totals

0 0 0 0 00

1

2

3

4

5

6

7

8

9

10

Jul

45N 45S 290 59N 59S

13

0

10

20

30

40

50

60

70

80

JUNE JULY

45N 45S 290 59N 59S Goal is 45 mph

65 65

62 62

65

67 67

69

62

59

July MPH

45NAM7-8

45NPM5-6

45SAM7-8

45SPM5-6

290AM7-8

290PM5-6

59NAM7-8

59NPM5-6

59SAM7-8

59SPM5-6

15

89%91%

93%91%

94% 95% 95%

90%92% 93%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


FY20 Goal 95%

132

26,395

1,281

175

540

1,861

589

- 5,000 10,000 15,000 20,000 25,000 30,000

JULY

METRO Receptionist Complaint Lost & Found

Q-Card General Information (Spanish) General Information

Facilities Maintenance

16

26

10

Jul

Comments Complaints Commendations

2,6

50

2,2

66

2,1

62

2,3

87

2,2

81

2,3

77

80

1

1,1

81

1,3

07

1,2

99

-

500

1,000

1,500

2,000

2,500

3,000


17

3,7

78

2,9

06

3,0

54

3,3

41

3,3

76

2,8

68

1,5

69

1,7

18

2,0

31

2,0

04

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

5,000


FY19 FY20

44

1,828

132

Comments by Type - July

Comments Complaints Commendations

18

6,9

56

2,0

00

1,3

02

1,5

39

1,9

47

2,0

44

- - -

252

1,797

660

379

510

639 455

95

8,753

2,660

1,681

2,049

2,586 2,499

18 40 44

347

- -

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000


Customer Information Lost & Found

26

6

18

7

24

7

64

42

13

5

0 0 0

93

-

50

100

150

200

250

300


In-Person Translation Assistance

19

26

,65

4

11

,35

0

30

,81

1

20

,98

4

28

,16

5

13

,34

0

0 19

12

8

9,3

09

- - -

5,000

10,000

15,000

20,000

25,000

30,000

35,000


Q Card METRO Money METROLift Convention Pass

4,8

18

3,2

90

1,7

93

5,7

25

5,9

37

4,6

21

8

0

21

5

1,1

39

- -

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000


Q Card METRO Money METROLift Convention Pass

20

907

112

198

243 277

6 11 -

108

7

191

- -

100

200

300

400

500

600

700

800

900

1,000

JULY

Q Card Q Card - Senior Q Card - Disabled Q Card - Student Day Pass Day Pass - Senior

Day Pass - Disabled Day Pass - Student 365 Day Disabled Veterans Pass (MVP) 70+ Convention Pass

21

643

589

515 501

514 491

019 19

252

- -

-

100

200

300

400

500

600

700


Single Books Monthly 365 Day Pass

24

,33

8

9,4

08

27

,63

9

18

,81

8

29

,18

0

14

,97

3

0 0 21

0

8,1

36

- -

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000


$1.25 $2.50 $5.00 $10.00 $20.00

22

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000


Monthly Daily Special Events FY19

23

29

,64

6

24

,53

4

23

,74

2

28

,24

8

25

,24

8

14

,41

3

36

6

53

7

44

6

8,0

31

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000


25

75.3% 74.3% 74.2% 75.5%78.3%

0.0% 0.0% 0.0% 0.0% 0.0%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Local - Bus Goal is 75%

26

76.2% 76.1% 75.5%77.4%

80.0%

0.0% 0.0% 0.0% 0.0% 0.0%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Park & Ride - Bus Goal is 76%

27

-

2,000

4,000

6,000

8,000

10,000

12,000


Mean Distance Between Mechanical Failures - All Buses Goal

28

93

.6%

95

.2%

94

.6%

93

.5%

93

.3%

0.0

%

0.0

%

0.0

%

92

.5%

93

.3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Rail - Red Line Goal is 93%

98

.7%

97

.3%

97

.2%

96

.1%

97

.4%

0.0

%

0.0

%

0.0

%

95

.3%

95

.8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Rail - Green Line Goal is 95%

95

.7%

95

.4%

95

.5%

95

.4%

96

.1%

0.0

%

0.0

%

0.0

%

97

.4%

95

.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Rail - Purple Line Goal is 95%

29

-

5,000

10,000

15,000

20,000

25,000

30,000


Mean Distance Between Service Interruptions - Rail Goal is 15,000

30

0

50,000

100,000

150,000

200,000

250,000


FY19 FY20

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

120.0%


METROLift Goal is 90%

31

-

5,000

10,000

15,000

20,000

25,000

30,000


Mean Distance Between Mechanical Failures - METROLift Goal is 21,000

0%

1%

2%

3%

4%


FY19 FY20 Benchmark is < 3%

public safety, customer service & operations monthly report

Documents