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STRATEGIC BUSINESS PLANQUARTERLY KPI REPORT
FOR: FISCAL YEAR 2015, QUARTER 2(JULY THROUGH DECEMBER 2014)
CONTENTS BALANCED SCORECARD OF KEY PERFORMANCE INDICATORS
SAFETY & SECURITY SLIDE VEHICLE, PASSENGER & STATION ACCIDENTS 3 LOST‐TIME, NON LOST‐TIME 4
RESOURCE MANAGEMENT CARBON FOOTPRINT & WASTE DIVERSION RATE 5 PROCUREMENT TURNAROUND TIME 6 MATERIAL AVAILABILITY 7 BSD INTERNAL SATISFACTION 8
THE CUSTOMER EXPERIENCE SERVICE RELIABILITY (ON‐TIME PERFORMANCE) 9 COMMUNICATIONS, COMMENDATIONS/COMPLAINTS, IT UPTIME 10
FINANCIAL EFFICIENCY UNLINKED TRIPS PER CAPITA & OPERATING EXPENSES PER TRIP 11
STATE OF GOOD REPAIR & RELIABILITY MEAN DISTANCE BETWEEN FAILURES 12 MAJOR PROJECT MILESTONES & ASSET CONDITION 13
EMPLOYEE GROWTH AIM SUCCESSION PLANNING & DIVERSITY 14
2KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
SAFETY & SECURITY
VEHICLE, PASSENGER, STATION ACCIDENTS
VEHICLE ACCIDENTS: 1,211 TOTAL MILEAGE: 42,907,314
VEHICLE ACCIDENTS PER 100K MI: 2.82
PASSENGER ACCIDENTS: 878 TOTAL MILEAGE: 42,907,314
PASSENGER ACCIDENTS PER 100K MI: 2.05
FY2015 YEAR TO DATE (THROUGH DECEMBER)
STATION ACCIDENTS: 54 RAIL PASSENGER TRIPS: 67,196,292
STATION ACCIDENTS PER 1M TRIPS: 0.80
3
3.60 2.82 3.38 3.04
0.00
1.00
2.00
3.00
4.00
5.00
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
ACCIDEN
T RA
TE
VEHICULAR ACCIDENTS PER 100,000 MILES
TREND GOAL
1.82 2.05 2.54 2.29
0.001.002.003.004.005.00
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
ACCIDEN
T RA
TE
PASSENGER ACCIDENTS PER 100,000 MILES
TREND GOAL
0.93 0.80 0.85 0.77 0.000.501.001.502.002.50
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
ACCIDEN
T RA
TE
STATION ACCIDENTS PER 1M PASSENGER TRIPS
TREND GOAL
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
LOST TIME, NON‐LOST TIME, OPERATOR ASSAULTS
SAFETY & SECURITY
EMPLOYEE LOST TIME INJURIES: 135 EMPLOYEE WORK HOURS: 9,704,560
LOST TIME PER 200K HOURS: 2.78
EMPLOYEE NON LOST TIME INJURIES: 373 EMPLOYEE WORK HOURS: 9,704,560
NON LOST TIME PER 200K HOURS: 7.69
FY2015 YEAR TO DATE (THROUGH DECEMBER)
4
5.12
2.78 4.38 3.94
0.001.002.003.004.005.006.007.00
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
LOST TIM
E RA
TE
EMPLOYEE LOST‐TIME PER 200,000 HOURS
TREND GOAL
7.79 7.69 8.19 7.37
4.005.006.007.008.009.0010.00
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
NON LOST‐TIM
E RA
TE
EMPLOYEE NON LOST‐TIME PER 200,000 HOURSTREND GOAL
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
CARBON FOOTPRINT & WASTE DIVERSION RATE
RESOURCE MANAGEMENT
5
MUNICIPAL RECYCLING (TONS): 339 MUNICIPAL WASTE (TONS): 1,600
WASTE DIVERSION RATE: 17.4%
FY2015 YEAR TO DATE (THROUGH DECEMBER)
0.642 0.555
0.489
0.620
0.3000.3500.4000.4500.5000.5500.6000.6500.7000.7500.800
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
LBS CO
2‐E PE
R PM
T
CARBON FOOTPRINT
TREND GOAL THRU DEC
8.3%
11.6%13.6% 14.0%
17.4%20.0%
0%
4%
8%
12%
16%
20%
24%
28%
2011
2012
2013
2014
2015
YTD
2016
2017
2018
RECY
CLING %
WASTE DIVERSION RATE
TREND GOAL
DIESEL (GALLONS): 7,388,677 ELECTRICITY (KWH): 244,745,433 GASOLINE (GALLONS): 1,193,598 NATURAL GAS (CCF): 909,836 HEATING OIL (GALLONS): 103,032 STEAM (MLBS): 11,369
TOTAL EMISSIONS (CO2‐E): 451,366,368 PASSENGER MILES (PMT): 727,996,500
SEPTA EMISSIONS PER PMT: 0.620 [COMPARED TO DRIVE ALONE: 0.870]
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
PROCUREMENT TURNAROUND TIME
RESOURCE MANAGEMENT
6
PUBLIC REPORT
CORE
TEA
M CONTEXT
18.0 17.0 17.921
0
6
12
18
24
30
2013
2014
2015
YTD
2016
2017
2018
2019
DAY
S
PROCUREMENT TURNAROUND TIME$0‐25,000
TREND GOAL
48.055.0 54.6
40
0
16
32
48
64
80
2013
2014
2015
YTD
2016
2017
2018
2019
DAY
S
PROCUREMENT TURNAROUND TIME$25,000‐100,000
TREND GOAL
6.7%
0.0%‐0.5%
3.5%
7.5%
11.5%
15.5%
19.5%
2014
2015
YTD
2016
2017
2018
2019
VARIAN
CE
PROCUREMENT TURNAROUND TIME$100,000 & ABOVE
TREND GOAL
FY2015 YEAR TO DATE (THROUGH NOVEMBER)
PROCUREMENT SIZE MONTH Jul‐14 Aug‐14 Sep‐14 Oct‐14 Nov‐14 YTD AVG
$0‐25KACTUAL 19.08 17.66 18.81 16.56 17.19 17.86GOAL 21.00 21.00 21.00 21.00 21.00 21.00
$25‐100KACTUAL 49.82 44.07 55.55 66.97 56.67 54.62GOAL 40.00 40.00 40.00 40.00 40.00 40.00
$100K+ACTUAL N/A N/AGOAL +0% +0% +0% +0% +0% +0%
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
MATERIAL AVAILABILITYRESOURCE MANAGEMENT
7
FY2015 YEAR TO DATE (THROUGH DECEMBER)
FY2014 FY2015
JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN
ALL 2 2 4 2 2 1 2 1 3 10 1 2 3
CAL 1 4 1 2 4 1 2 1 1 2
COM 1 1 2 1 4 5 1 3 1 1 4 9 6 2 2
FRA 3 1 1 3 1 2 2 5
FRTT 1 2 1 3 1 1
MID 3 4 6 3 2 2 1 2 3 1 5 2 6 2
SOU 1 1 5 1 2 2 3 1 1
VIC 3 2 1 1 1 4
FRO 1 1 3 2 1 1 1 2 1
TOT 14 9 11 16 11 9 22 12 11 13 14 8 15 6 8 14 8 7
AVG 14.0 11.5 11.3 12.5 12.2 11.7 13.1 13.0 12.8 12.8 12.9 12.5 15.0 10.5 9.7 10.8 10.2 9.7
PUBLIC REPORT
CORE
TEA
M CONTEXT
12.5 11.3
12.8
9.7 12.5
56789
101112131415
2012
2013
2014
2015
YTD
2016
2017
2018
2019
VEHICLES
MATERIAL AVAILABILITY INDICATOR ‐ BUS FLEET
TREND GOAL
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
BSD INTERNAL SATISFACTIONRESOURCE MANAGEMENT
8
FY2015 YEAR TO DATE (THROUGH DECEMBER)
PUBLIC REPORT
68.9%64.6% 68.6%
19.8%23.5%
23.9%
3.8% 4.6%4.0%7.5% 7.2% 3.4%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2014 2015‐Q1 2015‐Q2
IT HELP DESK
% COMPLETE SA
TISFAC
TION
"MY PROBLEM WAS RESOLVED TO MY COMPLETE SATISFACTION"
STRONGLY DISAGREE DISAGREE
AGREE STRONGLY AGREE
3.90
3.80
3.81
3.64
4.26
3.92
3.3 3.4 3.5 3.6 3.7 3.8 3.9 4.0 4.1 4.2 4.3 4.4
QUALITY OF SERVICE RECEIVED
RESPONSIVENESS
COMMUNICATIONS
PROACTIVENESS
COURTESY
KNOWLEDGE
PROCU
REMEN
T STAF
F
"PLEASE INDICATE YOUR LEVEL OF SATISFACTION ... DURING THE PROCESS OF YOUR MOST RECENT REQUEST"
3.45
3.46
3.39
3.30
3.18
3.27
3.15
3.36
2.9 3.0 3.1 3.2 3.3 3.4 3.5
AVAILABILITY OF INFORMATION ON SEPTA.ORG
CLARITY OF INFORMATION ON SEPTA.ORG
AVAILABILITY OF INFO ON INSIDE.SEPTA.ORG
CLARITY OF INFORMATION ON INSIDE.SEPTA.ORG
EASE OF UNDERSTANDING INFORMATION AVAILABLE
ELECTRONIC PROCUREMENT SYSTEM (EPS)
MAINFRAME & ASI APPLICATIONS
E‐GARAGE INTRANET FEATURE
PROCU
REMEN
T SYSTEM
S
"PLEASE INDICATE YOUR LEVEL OF SATISFACTION ... DURING THE PROCESS OF YOUR MOST RECENT REQUEST"
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
SERVICE RELIABILITY (ON‐TIME PERFORMANCE)
THE CUSTOMER EXPERIENCE
9
79.1%
70.0%
72.0%
74.0%
76.0%
78.0%
80.0%2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
BUS & TROLLEY BUS
99.3%
90.0%
92.0%
94.0%
96.0%
98.0%
100.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
BROAD STREET LINE
98.5%
90.0%
92.0%
94.0%
96.0%
98.0%
100.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
MARKET‐FRANKFORD LINE
79.8%
70.0%72.0%74.0%76.0%78.0%80.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CITY TROLLEYS95.1%
86.0%88.0%90.0%92.0%94.0%96.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
MEDIA‐SHARON HILL LINES
99.7%
90.0%92.0%94.0%96.0%98.0%100.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
NORRISTOWN HIGH‐SPEED LINE
89.7%
85.0%87.0%89.0%91.0%93.0%95.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
REGIONAL RAIL
84.7%
75.0%78.0%81.0%84.0%87.0%90.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CCT‐CITY
91.2%
85.0%87.0%89.0%91.0%93.0%95.0%
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CCT‐SUBURBAN
FY2015 YEAR TO DATE
(THROUGH DECEMBER)
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
COMMUNICATIONS, COMMENDATIONS/COMPLAINTS
IT UPTIME
THE CUSTOMER EXPERIENCE
99.8%100.0%
99.8%
97.4%
99.99%
96.0%
97.0%
98.0%
99.0%
100.0%
2014 2015 YTD 2016 2017 2018 2019
UPT
IME %
UPTIME OF MISSION CRITICAL IT SYSTEMS
WEBSITE API/REAL/TIME GOAL
10
FY2015 YEAR TO DATE (THROUGH DECEMBER)
WEBSITE TOTAL DOWN: 0 MIN WEBSITE UPTIME: 100%
API/REALTIME TOTAL DOWN: 118.6 MIN API/REALTIME UPTIME: 97.4%
0100,000200,000300,000400,000500,000
YTD PROJECTED
2014 2015 2016 2017 2018 2019
INDEX
COMMUNICATION ACTIVITY INDEX
FACEBOOK LIKES SEPTA_SOCIAL COMPOSITE APP DOWNLOADSCONTROL CENTER GOAL
0.0609 0.0550 0.0602
0.000
0.020
0.040
0.060
0.080
0.100
2011 2012 2013 2014 2015 (YTD) 2016 2017 2018 2019
RATIO
COMMENDATIONS‐TO‐COMPLAINTS
TREND GOAL
CONTROL CENTER TWEETS: 10,341 APP DOWNLOADS: 83,254 SEPTA_SOCIAL COMPOSITE: 20,755 FACEBOOK LIKES: 66,072
TOTAL ACTIVITY INDEX: 180,422
COMMENDATIONS: 1,211 COMPLAINTS: 19,876
RATIO: 0.0609
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
UNLINKED TRIPS PER CAPITAOPERATING EXPENSES PER UNLINKED TRIP
FINANCIAL EFFICIENCY
11
UNLINKED PASSENGER TRIPS: 161,777,000 REGIONAL POPULATION: 4,063,958
TRIPS PER CAPITA: 39.8
FY2015 YEAR TO DATE (THROUGH DECEMBER)
OPERATING EXPENSES: 647,444,000 UNLINKED PASSENGER TRIPS: 161,777,000
OPERATING EXPENSES PER TRIP: $4.00
40.0 39.9 39.8
78.2
83.3 87.4
20
30
40
50
60
70
80
90
100
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
TRIPS PE
R SE PA RE
SIDEN
T
UNLINKED PASSENGER TRIPS PER CAPITA
THRU DEC TREND GOAL
$3.09
$3.85
$4.23
$3.70 $4.00
$2.50
$3.00
$3.50
$4.00
$4.50
$5.00
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
EXPE
NSE PER
TRIP
OPERATING EXPENSES PER UNLINKED PASSENGER TRIPSEPTA VS. BENCHMARKS
SEPTA INDUSTRY PHILA CPI‐U THRU DEC
YTD THRU DEC
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
VEHICLE RELIABILITY (MEAN DISTANCE BETWEEN FAILURES)
STATE OF GOOD REPAIR & RELIABILITY
12
0
3,000
6,000
9,000
12,000
15,0002010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
BUS & TROLLEY BUS
MDBF NOT TRACKED AT A MODALLEVEL DUE TO VARIED OPERATING
CONDITIONS BY DISTRICT
154,781
0
40,000
80,000
120,000
160,000
200,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
BROAD STREET LINE93,515
0
20,000
40,000
60,000
80,000
100,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
MARKET‐FRANKFORD LINE
6,591
02,0004,0006,0008,00010,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CITY TROLLEYS
24,382
07,00014,00021,00028,00035,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
MEDIA‐SHARON HILL LINES
42,418
012,00024,00036,00048,00060,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
NORRISTOWN HIGH‐SPEED LINE
55,032
012,00024,00036,00048,00060,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
REGIONAL RAIL
18,828
05,00010,00015,00020,00025,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CCT ‐ CITY
28,857
08,00016,00024,00032,00040,000
2010
2011
2012
2013
2014
2015
YTD
2016
2017
2018
2019
CCT ‐ SUBURBAN
FY2015 YEAR TO DATE
(THROUGH DECEMBER)
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
MAJOR PROJECT MILESTONESASSET CONDITION
STATE OF GOOD REPAIR & RELIABILITY
86.0%80.0%
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%
100.0%
2010
‐12010
‐22011
‐12011
‐22012
‐12012
‐22013
‐12013
‐22014
‐12014
‐22015
‐12015
‐22016
‐12016
‐22017
‐12017
‐22018
‐12018
‐22019
‐12019
‐2
% ACH
IEVE
D
ACHIEVEMENT OF PROJECT MILESTONES WITHIN 90 DAYS OF DEADLINE
TREND GOAL
ASSET CONDITION
13
THIS METRIC WILL BE REPORTED PENDING GUIDANCE FROM THE FEDERAL TRANSIT ADMINISTRATION (NEXT: TBD)
REPORTED ON A SIX‐MONTH BASIS
MOST RECENT (JUL‐DEC 2014): MAJOR PROJECT DEADLINES: 43 COMPLETED WITHIN 90 DAYS: 37
% ACHIEVEMENT: 86.0%
THROUGH DECEMBER
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
“AIM” SUCCESSION PLANNINGDIVERSITY
EMPLOYEE GROWTH
2011FTA Awards Innovative Workforce
Development Grant to SEPTA
2012AIM Program Planning Initiated
2013AIM Pool of Candidates Finalized
2014Mentor Program Developed & Implemented; Participant
Development Goals Established
2015 TARGET: Year 1 Participant Development Goals Achieved
2016 TARGET:Program
Implementation Review Completed
2017 TARGET:Phase II Key Position Analysis
Conducted
2018 TARGET: Phase II Selection
Process Completed
2019 TARGET:
50% Fill Rate for Key Vacant Positions
AIM SUCCESSION PLANNING PROGRAM
14
DIVERSITYCONTINUED INCREMENTAL IMPROVEMENT FROM ONGOING FOCUS ON WOMEN AND MINORITY HIRING EFFORTS
JOB CATEGORY GOAL AREAREFERENCE BASELINE TREND (AS OF:) PROGRESS
7/13‐1/15TARGET7/1/19 GAP7/1/08 7/1/13 4/1/14 7/1/14 10/1/14 1/1/15
MANAGEMENT (CURRENT
TOTAL: 1,106)
MINORITY 36.2%(390)
39.3%(431)
39.3% 39.8% 40.6% 41.3%(457)
+2.0%(+26)
43.0% +1.7%
WOMEN 14.5%(156)
16.4%(180)
16.7% 16.9% 17.2% 17.1%(189)
+0.7%(+9)
19.0% +1.9%
PROFESSIONAL (CURRENT TOTAL: 414)
MINORITY 32.6%(119)
36.1%(143)
37.3% 38.1% 38.0% 37.9%(157)
+1.8%(+14)
40.0% +2.1%
WOMEN 30.1%(110)
34.8%(138)
36.0% 35.9% 36.2% 36.0%(149)
+1.2%(+11)
41.0% +5.0%
KEY PERFORMANCE INDICATORS – FY2015 Q2 (JUL‐DEC)
FY2015 INTERIM PROGRESS UPDATE: 26 Participants in AIM Pool 2 for 2 on Key Strategic Positions Filled from Pool 7 Interim Promotions Also Received Among Participants Plans Underway to Expand Succession Planning Programs to Front‐Line Managers and Directors
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