About This Report GAUGE INDICATOR. Red. Orange. Green. Gold

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1 ATTACHMENT A

2 About This Report The Orange County Transportation Authority (OCTA) operates a countywide network of local, community, rail connector, and express bus routes serving over 6, bus stops. OCTA also operates federally mandated paratransit service (ACCESS), a shared-ride program available for people unable to use the regular fixed-route bus service because of functional limitations. Fixed-route bus service operated by OCTA is referred to as directly-operated fixed-route (DOFR) service, while routes operated under contract are referred to as contracted fixed-route (CFR) service. The ACCESS program is a contract-operated demand-response service mandated by the Americans with Disabilities Act that is complementary to the fixed-route service and predominately accounts for the overall paratransit services operated by OCTA. These three services make up the bus transit system and are evaluated by the performance measurements summarized in this report. This report tracks transit system safety, courtesy, and reliability in the areas of recordable vehicle accidents, customer complaints, on-time performance (OTP), and miles between road calls. The performance indicators are measured by a gauge scale, and the analysis for each section of the variances between reporting periods are presented under the supporting details column. Graphs also accompany the details of each indicator showing the standards or goals in a fiscal year-to-date format through the fiscal year (FY) and the values for the current and previous reporting periods. In an effort to better understand the recent trend related to ridership decline, a new section focusing on performance evaluation has been added to highlight route level performance. GAUGE INDICATOR KEY TERMS DEFINITIONS (More than 5%) Red CFR DOFR Contracted fixed-route are services operated by First Transit Directly-operated fixed-route are services operated by OCTA (Within 5%) Orange ACCESS OTP A share-ride program available for people with functional limitations On-time performance indicator (Within 5%) Green CNG LNG Compressed Natural Gas Liquefied Natural Gas (More than 5%) Gold Orange County Transportation Authority FY 216 First Quarter Performance Report 1

3 Safety: Preventable Vehicle Accidents Preventable vehicle accidents are counts of incidents concerning physical contact between vehicles used for public transit and other vehicles, objects, or pedestrians, where a coach operator failed to do everything reasonable to prevent the accident. To obtain a standardized measurement, the accident counts are multiplied by 1,, and then divided by the total miles the vehicles traveled. OCTA has established a safety standard of no more than one vehicle accident per 1, miles for each mode. Performance Details: FY FY STANDARD DOFR DOFR achieved the safety standard with a rate of.92 preventable vehicle accidents per 1, miles Supporting Details: 65% increase from the previous year rate of.55. Majority of the accidents involved rear end collisions and operators making contact with both parked and not parked stationary vehicles. Special campaigns such as Avoid Rear-End Collisions have been implemented to help reduce the number of accidents. CFR CFR exceeded the safety standard with a rate of.76 preventable vehicle accidents per 1, miles % decrease from the previous year rate of.89. In an effort to minimize the number of accidents associated with new drivers, stricter hiring requirements have been implemented. To help reduce the number of accidents, a mirror station training course has been implemented at Anaheim Base. ACCESS Q = Quarter ACCESS exceeded the safety standard with a rate of.41 preventable vehicle accidents per 1, miles Less than 3% increase from the previous year rate of.4. Majority of the accidents involved side swipe, fixed objects, and backing. Special campaigns such as Intersections & Avoiding Sideswipe Accidents have been implemented to help reduce the number of accidents. Orange County Transportation Authority FY 216 First Quarter Performance Report 2

4 Courtesy: Valid Complaints Customer complaints are counts of incidents where a user of public transit reports dissatisfaction with the service. For DOFR, the metric is standardized by multiplying the counts by 1, then dividing by the total number of boardings. The standard is no more than five customer complaints per 1, boardings. CFR and ACCESS services do not record the same level of boardings as DOFR; therefore, the statistics are factored by 2, and 3, respectively, and then divided by the total number of boardings. The standards for CFR and ACCESS are also five valid complaints per thousands of boardings. Performance Details: DOFR DOFR is within 5 percent of the courtesy standard with a rate of 5.35 valid complaints per 1, boardings. FY FY STANDARD Supporting Details: Complaints such as behind schedule, pass-by, and ahead of schedule were the main customer complaints. The increase in the number of complaints is associated with a combination of school starting (behind schedule) and road construction where bus stops were temporarily discontinued (pass-by). CFR CFR exceeded the courtesy standard with a rate of 3.93 valid complaints per 2, boardings An increase from previous year rate of 2.75 Similar to DOFR, there were a high a number of complaints associated with behind schedule and pass-by. Due to the hot weather, customers were finding shade under trees or near-by buildings instead of at the bus zone, which resulted in many of the pass-bys. ACCESS ACCESS exceeded the courtesy standard with a rate of 4.26 valid complaints per 3, boardings OCTA and the contractor staff continue to explore options to provide more efficient trip scheduling and routing to achieve the standards for customer service. Staff will continue to address customer service issues in the contractor s monthly meetings. Orange County Transportation Authority FY 216 First Quarter Performance Report 3

5 Reliability: On-Time Performance OTP is a measure of performance evaluating a revenue vehicle s adherence to a planned schedule on a fixed-route schedule or scheduled pick-up time for transportation on a demand-response trip. For fixed-route service, a trip is considered on-time if it departs the time-point no more than five minutes late. There is no tolerance for early departures. The system standard for OTP is at least 85 percent of the scheduled trips will be on-time. OTP is also reported by the service type for the fixed-route system: Local, Community, StationLink, and Express. On ACCESS service, a trip is considered on-time as long as the vehicle arrives within a 3 minute window. The ACCESS OTP standard is 92 percent. Performance Details: Local Fixed- Route Local fixed-route service OTP achieved the standard of 85 percent with an overall OTP of 85.8 percent. FY FY STANDARD 1% 95% 9% 85% 8% 75% 7% 65% Supporting Details: Local fixed-route service, comprised of lines 1 to 99, typically operates along major arterials forming the OCTA fixed-route grid network. Routes serve multiple municipalities and operate longer distances, generally along a single major corridor such as Beach Boulevard (Route 29), Harbor Boulevard (Route 43), and Katella Avenue (Route 5). Community Fixed-Route Community fixed-route service achieved the reliability standard of 85 percent with an overall OTP of 88.2 percent. 1% 95% 9% 85% 8% 75% 7% Community fixed-route service comprises lines 1 to 199, typically serving multiple streets and local community trip generators. Routes provide connections to the major grid routes, allowing passengers to travel beyond their community of origin. 65% Stationlink Fixed-Route StationLink fixed-route service exceeded the reliability standard of 85 percent with an overall OTP of 95.1 percent. 1% 95% 9% 85% 8% 75% 7% 65% StationLink fixed-route service comprises lines 4 to 499 consisting of rail feeder services, transporting passengers from/to Metrolink stations. Travel is over a defined route with limited stops located at major employment centers. These trips are scheduled to meet specific train schedules and, if needed, buses wait for late trains to ensure passengers reach their final destinations. Orange County Transportation Authority FY 216 First Quarter Performance Report 4

6 Performance Details: FY FY STANDARD Supporting Details: 1% 95% Express fixed-route service is categorized into two types Express Bus Fixed-Route Express fixed-route service achieved the reliability standard of 85 percent with an overall OTP of 88.1 percent. 9% 85% 8% 75% 7% 65% Intra county (lines 2 to 299) which transports commuters within the county. Inter county (lines 7 to 799) which transports riders between Orange County and neighboring counties (Los Angeles, Riverside, and San Bernardino). 1% ACCESS ACCESS achieved the reliability standard of 92 percent with an overall OTP of 94.2 percent. 95% 9% 85% 8% 75% 7% 65% The ACCESS program continues to exceed the OTP standard. The contractor s use of monitoring software has assisted in managing service operations and making real-time adjustments when necessary to ensure trips are performed within standard. Orange County Transportation Authority FY 216 First Quarter Performance Report 5

7 Reliability: Miles Between Road Calls Miles between road calls (MBRC) is a maintenance performance indicator that measures the vehicle miles between mechanical failures of a vehicle used for public transit during revenue service. Valid mechanical road calls may cause a delay in service and necessitate removing the vehicle from service until repairs are made. Performance Details: FY FY STANDARD Supporting Details: DOFR DOFR did not meet the maintenance reliability standard of 14, miles between road calls with 9,44 miles. 17,5 15, 12,5 1, 7,5 5, 2,5 Mid-life engine overhauls and cooling package installations are currently being performed on foot CNG buses. 22 new 4-foot CNG buses are scheduled to begin delivery early in calendar year 216 to replace the LNG and diesel buses, which average over 14 years each. When excluding the LNG and diesel buses from the calculation, the average MBRC is 12,2 miles. CFR ACCESS CFR did not meet the maintenance reliability standard of 12, miles between road calls with 7,596 miles. ACCESS exceeded the maintenance reliability standard of 25, miles between road calls with 42,48 miles. 17,5 15, 12,5 1, 7,5 5, 2,5 45, 4, 35, 3, 25, 2, 15, 1, 5, Similar to DOFR, mid-life engine overhauls are being performed. In addition, the hot summer months have contributed to the higher than usual road calls for engine and air conditioning system breakdowns. The MBRC for the midsize vehicles is 5,94 miles while MBRC for the 4- foot vehicles is 8,169 miles. An improvement of 94% from previous year s 21,91 MBRC as a result of the replacement of 99 ACCESS cutaways. Orange County Transportation Authority FY 216 First Quarter Performance Report 6

8 Performance Evaluation Similar to many other Transit agencies throughout the country, OCTA has been experiencing ridership decline over the last several years. Continuing efforts are underway to better understand and address the ridership trends. Several initiatives have been implemented in an effort to avert further ridership losses. These initiatives include: the discounted summer youth pass, development of a mobile ticketing application, and the re-branding of over 2 buses. Furthermore, in response to customers request for faster service, route 57 Xpress, a limited stop service along the highest demand segment of route 57 (Bristol Street), was introduced with the October 215 service change. Additional route adjustments are currently being evaluated and considered. These adjustments are based on results from the performance evaluation that was conducted as part of the update of the Five-Year Short-Range Transit Plan. Performance evaluation is important because it provides: a better understanding of where resources are being applied; a measure of how well services are being delivered; a measure of how well these services are used; and an objective basis for decisions regarding service changes and service deployment. Orange County Transportation Authority FY 216 First Quarter Performance Report 7

9 Service Performance Index OCTA has developed a Service Performance Index (SPI) to provide a detailed measure of performance at the route and day levels. The SPI uses three performance indicators: Px/RVH PxM/StM Fare Rec y Passenger Boardings per Revenue Vehicle Hour Passenger Miles per Seat Mile Farebox Recovery Ratio Px/RVH measures service effectiveness in terms of usage per unit of service provided. PxM/StM measures service efficiency in terms of the percentage of seats occupied. Fare Rec y measures financial efficiency in terms of farebox revenue as a percentage of operating cost. Each performance measure for a given route and day is compared against the system wide average. The three performance measures are averaged and then converted into a score between zero and one, with a higher score always indicating better performance. This score is the SPI value for the particular route and day. An SPI of.5 represents an average OCTA route. This data is used for evaluating service efficiency and considering route planning options. The table on the following page shows the top 1 ranking routes and bottom 1 ranking routes based on the SPI. Route 64 weekday, route 53 Saturday, and route 66 Saturday rank highest among all fixed routes while route 411 weekday, route 41 weekday, and route 178 Saturday rank toward the bottom with the lowest SPIs. In addition, a system map highlighting the top 1 and bottom 1 routes is also included. Orange County Transportation Authority FY 216 First Quarter Performance Report 8

10 Service Performance Index Ranking (SPI) SPI Rank Day Code Route Route Description Px /RVH PxM /StM Fare Rec'y SPI 1 Wk 64 Bolsa Ave/ 1st St %.96 2 Sa 53 Main St %.94 3 Sa 66 McFadden Ave/ Walnut Ave %.92 4 Wk 43 Harbor Blvd %.92 5 Wk 66 McFadden Ave/ Walnut Ave %.89 Seal Beach Blvd/ Los Alamitos Blvd/ 6 Sa 42 Lincoln Ave %.88 7 Su 53 Main St %.88 8 Wk 53 Main St %.87 9 Wk 38 Del Amo Blvd/ La Palma Ave %.86 1 Su 66 McFadden Ave/ Walnut Ave % Sa 145 Raitt St/ Greenville St/ Fairview St % Wk 193 Camino de Los Mares/ Camino Vera Cruz/ Avenida Pico % Wk 49 Crown Valley Pkwy/ Moulton Pkwy/ Aliso Viejo % Su 191 Rancho Viejo Rd/ Camino Capistrano/ El Camino Rd % Wk 43 Katella Ave/ Harbor Blvd/ Ball Rd % Wk Fwy/ 55 Fwy/ Sunflower Ave % Sa 51 Flower St % Sa 178 Adams Ave/ Birch St/ Campus Dr %.6 16 Wk Fwy % Wk 411 Tustin Ave/ La Palma Ave %.4 SPI Top 1 Routes SPI Bottom 1 Routes Orange County Transportation Authority FY 216 First Quarter Performance Report 9

11 Service Performance Index Map Orange County Transportation Authority FY 216 First Quarter Performance Report 1