Performance Measures 2nd Quarter 2017 · • 2015 data from NTD reports • 2016 data estimates other transits’ performance equal to STA STA 2017 data reflects year-to-date •

Performance Measures

2nd Quarter 2017

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

Earn & Retain the Community’s Trust

4 Performance Measures:

Ridership

Service Effectiveness (Passengers per Revenue Hour)

Customer Security

Public Outreach

Ridership

2014 = 11,324,434

2015 = 10,815,736

2016 = 10,261,789

Proj. 2017 = 10,261,789

Goal: Sustain 2016 Ridership Level

2nd Qtr. Result: 0.9% Decrease

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 2014 2015 2016 2017

Ridership

2014 = 475,171

2015 = 464,449

2016 = 468,050

Proj. 2017 = 470,390

Goal: 0.5% Increase over 2016 Ridership

2nd Qtr. Result: 0.16% Increase

30,000

35,000

40,000

45,000

50,000


Paratransit 2014 2015 2016 2017

2013 = 241,257

2014 = 246,331

2015 = 193,006

Proj. 2017 = 193,006

Ridership

Goal: Sustain 2016 Ridership Level

2nd Qtr. Result: 3.6% Decrease

12,000

14,000

16,000

18,000

20,000

22,000

24,000

26,000

28,000


Vanpool 2014 2015 2016 2017

GOAL: TRANSPORT 25.0 OR MORE PASSENGERS PER REVENUE HOUR

Service EffectivenessFixed Route

* System averages assume a performance equal to STA for 2016 & 2017

26.77

22.74

18.90

22.86

17.99

36.26

22.7120.81

19.62

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

40.00

STA Urbanized

Average

Everett Transit Pierce Transit

(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017PASSENGERS PER REVENUE HOUR

Goal

GOAL: TRANSPORT 3.0 OR MORE PASSENGERS PER REVENUE HOUR

Service EffectivenessDemand Response

* System averages assume a performance equal to STA for 2016 & 2017

2.79

2.51 2.49

2.15 2.18

1.59

2.62

3.40

3.16

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

STA Urbanized

Average


(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017PASSENGERS PER REVENUE HOUR

Goal

Customer Security

Driver Driving

Safely

(No survey

until 2016)

2017 GOAL

Personal Safety on

Van

(No survey

until 2016)4.8

Scheduled

for 2018

4.6 4.6

Paratransit 2015 2016

Driver Driving

Safely4.6

Personal Safety on

Bus4.5 4.5 4.5

Score 4.5 on a

scale of 1-5

(Std. = 4.5)

Fixed Route 2015 2016 2017 GOAL

4.8

Score 4.5 on a

scale of 1-5

(Std. = 4.5)

Scheduled

for 2018

Score 4.5 on a

scale of 1-5

(Std. = 4.5)

Score 4.5 on a

scale of 1-5

(Std. = 4.5)

Community Perception

“Does STA do a good job of listening

to the public?”

2015 2016 2017 GOAL

Scheduled

for late

2017

Score 4.5

on a scale

of 1-5

No Survey 3.74

Provide Excellent Customer Service


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

70

75

80

85

90

95

100


2015 2016 2017FR On-Time PerformancePe

rcen

tage

2nd Qtr. Average = 92.17%

On Time Performance

Fixed Route – 100% Automated Time Checks began May 2016

Goal

75

80

85

90

95

100


Paratransit On-Time Performance 2015 2016 2017

Perc

enta

ge

Goal

2nd Qtr. Average = 92.42%

1345

1003

452

767 653 732 748535

696 662 705

1161

1092 993

389527

1081

1593

0

500

1,000

1,500

2,000

2,500

3,000


2014 2015 2016 2017

Service Level:

% of Calls Answered within 60 seconds

Customer Service: 328-RIDE Call Center Performance

88% 89%94%

91% 92% 93%90% 92% 90% 90% 90% 90%

86% 88%94% 92%

85%

78%

60.0%

70.0%

80.0%

90.0%

100.0%

110.0%


2014 2015 2016 2017

Goal: < 4%2nd Qtr

Abandon Rate

= 8.8%

Abandoned Calls

Paratransit Reservations: 328-1552Call Center Performance

80%74%

79% 80%84% 83%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


2014 2015 2016 2017

Service Level:

% of Calls Answered within 60 seconds

Abandoned Calls Goal: < 4%

Goal: 90%

933

1193

835

719593

705

0200400600800

1,0001,2001,4001,6001,800


2014 2015 2016 20172nd Qtr. 2017

Abandon Rate

4.1%

Professional &

Courteous

4.78 4.83 4.82

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

5.00

5.50

Fixed Route Ride Along Paratransit Ride Along Customer Service

Reservations/Security

Admin & Mgmt

2nd Qtr GoalGoal ≥ 4.5

2nd Qtr.

2017

Overall

4.81%

Operator Announcements/

Introductions

99.1%

83.3%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Coach Operator

ADA Stop Announcements

Van Operator

Introductions

2nd Quarter 2017

Goal: FR ≥ 95%

Para ≥ 90%

99.5% 99.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Coach Interior/Exterior Clean Van Interior/Exterior Clean

2nd Quarter 2017

Vehicle Cleanliness

Goal --Yes ≥ 90%

Comment Rate

2016 YTD 2017 Goal

Fixed Route

Paratransit

7.8≤ 8.0

(per 100K

passengers)

8.2 8.6 ≤ 8.0

(per 10K

passengers)

7.5

Maintenance

Reliability

2016 YTD 2017 GOAL

Fixed Route 7,153 6,001

Paratransit 101,392

< 1 / 7,500

miles

74,796< 1 / 75,000

miles

Average Miles Between Road Calls

Enable Organizational Success


Training Rate

Annual Employee Evaluations

Governance

Training Rates

2016 YTD 2017 Goal

Fixed Route

ParatransitScheduled

for 2017In Progress

8 hours Advanced

Training per

Operator annually

Completed

Scheduled

for August

2017

8 hours Advanced

Training per

Operator annually

Ride Checks/

Ride Alongs

2016 YTD 2017 Goal

100% of

operators

checked

annually

* All active Operators completed

Paratransit58 of 58

completed

18 of 59

completed

Fixed Route246* of 248

completed

172 of 273

completed

100% of

operators

checked

annually

Maintenance

Training

2017 Goal

MaintenanceMeasured

Annually25 hours per employee per year

Managers/Supervisors/

Administrative Training

2017 Goal

Managers /

Supervisors/

Admin

Measured

Annually

100 % receive on-site or off-site

training each year

Governance Board Development

Attendance at a transit-related conference /

training event

Event Location Attendee(s)

APTA Legislative Conference

March 12-14, 2017Washington, D.C.

Al French

Candace Mumm

Kevin Freeman

APTA Annual Meeting / Expo

October 8 – 11, 2017Atlanta, GA

Al French

Pamela Haley

Kevin Freeman

Josh Kerns

Exemplify Financial Stewardship


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

Cost EfficiencyFixed Route

OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE

TO LESS THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS

2017 Status: 83.0% (STA - $122.66; Urban Average - $147.84)

Notes: Previous year results

• 2015 data from NTD reports

• 2016 data estimates other transits’ performance equal to STA

STA 2017 data reflects year-to-date

• Expenditures will lag slightly until end of year

$122.66

$147.84$137.80

$150.52

$180.90

$167.66

$136.24

$158.16

$103.63

$0.00

$20.00

$40.00

$60.00

$80.00

$100.00

$120.00

$140.00

$160.00

$180.00

$200.00

STA Urbanized

Average


(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017COST PER REVENUE HOUR

Objective

$75.85

$104.44

$113.42

$98.63

$82.70

$106.25$112.91 $115.34

$101.85

$0.00

$20.00

$40.00

$60.00

$80.00

$100.00

$120.00

$140.00

STA Urbanized

Average


(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017COST PER REVENUE HOUR

Cost EfficiencyDemand Response

OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE

TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS







Objective

Cost Efficiency

Rideshare

Goal: Recover 100% of Operating/Administrative costs

2016 YTD 2017

$0.49

$0.53

Operating/Administrative Cost

per Mile

Revenue per Mile

%

$0.53

104.8% 94.8%

$0.56

Cost EffectivenessFixed Route

OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER








$4.58

$6.72$7.25

$6.55

$10.00

$4.68

$5.96

$7.32

$5.25

$0.00

$2.00

$4.00

$6.00

$8.00

$10.00

$12.00

STA Urbanized

Average


(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017COST PER PASSENGER

Objective

$26.71

$42.84$44.83 $45.25

$37.41

$64.51

$42.52

$33.66 $31.70

$0.00

$10.00

$20.00

$30.00

$40.00

$50.00

$60.00

$70.00

$80.00

STA Urbanized

Average


(Tacoma)

Community

Transit

(Snohomish)

King County

Metro

C-Tran

(Vancouver)

Kitsap

(Bremerton)

Ben Franklin

(Richland)

2015 2016 2017COST PER PASSENGER

Cost EffectivenessDemand Response

OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER








Objective

Cost Recovery

from User Fees

19.0 18.9

17.216.9

18.5

17.5

15.0

16.0

17.0

18.0

19.0

20.0

21.0

22.0

23.0

24.0

1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

2014 2015 2016 2017

Perc

enta

ge

Fixed Route

6.1

5.05.3

4.5

6.1

4.8

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

7.5

8.0

1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

2014 2015 2016 2017

Perc

enta

ge

Paratransit

Maintenance Cost

(Cost per Mile)

2016 YTD 2017 GOAL

Paratransit $1.01 $0.88 $0.91

Fixed Route $1.19 $1.18 $1.28

Financial Management

Spokane Transit

Operating Expenses – December – 2016

100% of Year

Service Level Stability & Ability to

Sustain Essential Capital Investments

Current Projection Goal

# of Years Current Service Level Can Be Sustained

6 Years 6 Years

Fully Funded Capital Improvement Plan

6 Years 6 Years

Public Perception

Community Survey Question Response* Standard

STA is Financially Responsible 3.77 Score 4.5

* Survey completed in 2016


Preventable Accident Rate

Injury Rate

Workers Comp Time Loss

Claims per 1,000 Hours

Ensure Safety

Goal:≤ 0.08 per

10,000 miles

2014 2015 2016 2017

Jan 3 4 0 7Feb 4 1 3 4Mar 6 1 0 2Apr 3 5 5 5

May 2 4 6 4Jun 5 5 9 3Jul 2 2 2 0

Aug 8 2 3 0Sep 6 3 6 0Oct 5 2 5 0Nov 3 5 1 0Dec 1 3 1 0

Total Prev. Accidents 48 37 41 25YTD PREVENTABLE

ACCIDENTS

PER 10,000 MILES0.08 0.06 0.07 0.08

Fixed Route

PREVENTABLE VEHICLE ACCIDENTS

0.00

0.05

0.10

0.15

0.20

0.25

0.30


Preventable Accidents per 10,000 Miles 2014 2015 2016 2017

37

Goal:≤ 0.10 per

10,000 miles

0.00

0.05

0.10

0.15

0.20

0.25

0.30

0.35

0.40

0.45

0.50


Preventable Accidents per 10,000 Miles2014 2015 2016 2017

2014 2015 2016 2017

Jan 2 2 2 2

Feb 0 0 2 2

Mar 2 0 1 5

Apr 2 2 2 0

May 1 0 0 2

Jun 2 1 2 1

Jul 1 0 2 0

Aug 1 2 0 0

Sep 0 1 0 0

Oct 1 1 1 0

Nov 2 1 3 0

Dec 1 2 1 0

Total Prev. Accidents 15 12 16 12YTD PREVENTABLE

ACCIDENTS

PER 10,000 MILES0.11 0.09 0.12 0.17

Paratransit

PREVENTABLE VEHICLE ACCIDENTS

Workers’ Compensation Time Loss

2016 YTD 2017 Goal

≤ 0.04

Maintenance 0.05 0.01 ≤ 0.05

Paratransit 0.04 0.03

Fixed Route 0.03 0.02 ≤ 0.02

Lost Time Days per 1,000 Hours

Workers’ Compensation Claims

2016 YTD 2017 Goal

Claims per 1,000 Hours

≤ 0.08

Maintenance 0.09 0.07 ≤ 0.09

Paratransit 0.09 0.11

Fixed Route 0.04 0.09 ≤ 0.05

Documents

Performance Measures 2nd Quarter 2017 · • 2015 data from NTD reports • 2016 data estimates other transits’ performance equal to STA STA 2017 data reflects year-to-date •