Performance Measures Year End Updated-

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Horace Briggs
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1 Performance Measures Year End Updated-

2 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

3 Earn & Retain the Community s Trust 4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach

4 Ridership 1,200,000 Fixed Route ,100,000 1,000, , , , , ,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 = 11,324, = 10,815, = 10,261, = 10,264,971 Goal: Sustain 2016 Ridership Level 2017 Year End Result: 0.03% Increase

5 Ridership 50,000 Paratransit ,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 = 475, = 464, = 468, = 477,010 Goal: 0.5% Increase over 2016 Ridership Year End Result: 1.9% Increase

6 Ridership 28,000 Vanpool ,000 24,000 22,000 20,000 18,000 16,000 14,000 12,000 10,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 = 241, = 246, = 193, = 178,457 Goal: Sustain 2016 Ridership Level Year End Result: 7.5% Decrease

7 Fixed Route Service Effectiveness PASSENGERS PER REVENUE HOUR Goal STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) GOAL: TRANSPORT 25.0 OR MORE PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2017

Demand Response Service Effectiveness 4.00 PASSENGERS PER REVENUE HOUR 2015 2016 2017 3.50 Goal 3.00 2.50 2.00 2.79 2.40 2.38 2.06 2.27 2.54 3.22 2.93 1.50 1.44 1.00 0.50 0.

8 Demand Response Service Effectiveness 4.00 PASSENGERS PER REVENUE HOUR Goal STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) GOAL: TRANSPORT 3.0 OR MORE PASSENGERS PER REVENUE HOUR * System averages assume a performance equal to STA for 2017

9 Customer Security Fixed Route GOAL Personal Safety on Bus Driver Driving Safely Score 4.5 on a scale of 1-5 (Std. = 4.5) Score 4.5 on a scale of 1-5 (Std. = 4.5) Paratransit GOAL Personal Safety on Van (No survey until 2016) 4.8 Scheduled for 2018 Score 4.5 on a scale of 1-5 (Std. = 4.5) Driver Driving Safely (No survey until 2016) 4.8 Scheduled for 2018 Score 4.5 on a scale of 1-5 (Std. = 4.5)

10 Community Perception Does STA do a good job of listening to the public? GOAL No Survey Score 4.5 on a scale of 1-5

11 Provide Excellent Customer Service 6 Performance Measures: 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

Percentage Percentage 100 Fixed Route - OTP On Time Performance 2015 2016 2017 95 90

3% 70 100 95 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Fixed Route 100% Automated

12 Percentage Percentage 100 Fixed Route - OTP On Time Performance Goal Average = 92.3% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Fixed Route 100% Automated Time Checks began May 2016 Paratransit - OTP Goal Average = 91.3% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Service Level: % of Calls Answered within 60 seconds Customer Service: 328-RIDE Call Center Performance 110.0% 2014 2015 2016 2017 100.0% 90.0% 80.0% 70.0% 60.

13 Service Level: % of Calls Answered within 60 seconds Customer Service: 328-RIDE Call Center Performance 110.0% % 90.0% 80.0% 70.0% 60.0% 94% 92% 93% 94% 92% 86% 88% 85% 87% 88% 89% 78% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls 3,000 2,500 2,000 1,500 1, Abandon Rate = 9% Goal: < 4% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

14 Paratransit Reservations: Service Level: % of Calls Answered within 60 seconds Call Center Performance Goal: 90% 100.0% % 80.0% 70.0% 60.0% 50.0% 80% 74% 79% 80% 84% 83% 87% 86% 86% 85% 2017 Average = 82% 81% 82% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Abandoned Calls Goal: < 4% 1,800 1,600 1,400 1,200 1, Abandon Rate = 3.5% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

15 Overall 4.82% 2017 Goal Professional & Courteous Goal 4.5 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt

16 Operator Announcements/ Introductions 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 95.7% 2017 Goal: FR 95% Para 90% 82.8% 30.0% Coach Operator ADA Stop Announcements Van Operator Introductions

17 Vehicle Cleanliness % % 99.48% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% Goal --Yes 90% 30.00% Coach Interior/Exterior Clean Van Interior/Exterior Clean

18 Comment Rate Fixed Route Goal (per 100K passengers) Paratransit (per 10K passengers)

19 Maintenance Reliability GOAL Fixed Route 7,153 6,067 Paratransit 101,392 Average Miles Between Road Calls 57,443 < 1 / 7,500 miles < 1 / 75,000 miles

20 Enable Organizational Success 3 Performance Measures: Training Rate Annual Employee Evaluations Governance

21 Training Rates Goal Fixed Route Completed Completed 8 hours Advanced Training per Operator annually Paratransit Completed Completed 8 hours Advanced Training per Operator annually

22 Ride Checks/ Ride Alongs Fixed Route Paratransit Goal 246* of 248 completed 58 of 58 completed 265* of 273 completed 55* of 59 completed * All active Operators completed 100% of operators checked annually 100% of operators checked annually

23 Maintenance Training 2017 Goal Maintenance Measured Annually 25 hours per employee per year

24 Managers/Supervisors/ Administrative Training 2017 Goal Managers / Supervisors/ Admin Measured Annually 100 % receive on-site or off-site training each year

25 Governance Board Development Attendance at a transit-related conference / training event Event Location Attendee(s) APTA Legislative Conference March 12-14, 2017 APTA Annual Meeting / Expo October 8 11, 2017 Washington, D.C. Atlanta, GA Al French Candace Mumm Kevin Freeman Al French Pamela Haley Kevin Freeman Josh Kerns

26 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

27 Fixed Route Cost Efficiency $ $ UPDATED - COST PER REVENUE HOUR $ $ $ $ $ Objective $ $ $ $ $ $ $ $ $80.00 $60.00 $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO LESS THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 79.3% (STA - $115.62; Urban Average - $145.73) Notes: Previous year results 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date

28 Demand Response Cost Efficiency $ UPDATED - COST PER REVENUE HOUR $ $ $ $ Objective $ $ $ $96.64 $ $ $80.00 $81.99 $60.00 $40.00 $20.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 70.3.% (STA - $78.60; Urban Average - $111.84) Notes: Previous year results 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date

29 Cost Efficiency Rideshare Operating/Administrative Cost per Mile $0.49 $0.51 Revenue per Mile $0.53 $0.53 % 104.8% 104.5% Goal: Recover 100% of Operating/Administrative costs

30 Fixed Route Cost Effectiveness $12.00 COST PER PASSENGER $ $10.00 $8.00 Objective $6.00 $4.83 $7.44 $7.39 $7.99 $5.04 $6.62 $8.40 $6.03 $4.00 $2.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 64.6% (STA - $4.47; Urban Average - $6.92) Notes: Previous year results 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date

31 Demand Response Cost Effectiveness $80.00 $70.00 UPDATED - COST PER PASSENGER $ $60.00 $50.00 Objective $40.00 $49.49 $54.70 $54.20 $41.56 $49.21 $39.32 $36.40 $30.00 $28.83 $20.00 $10.00 $0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO NO MORE THAN 95% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS 2016 Status: 58.1% (STA - $27.32; Urban Average - $47.02) Notes: Previous year results 2015 & 2016 data from NTD reports STA 2017 data reflects year-to-date

32 Percentage Percentage Cost Recovery from User Fees Fixed Route Goal = st Quarter 2nd Quarter 3rd Quarter 4th Quarter Paratransit Goal = st Quarter 2nd Quarter 3rd Quarter 4th Quarter

33 Maintenance Cost (Cost per Total Mile) GOAL Fixed Route $1.19 $1.18 $1.28 Paratransit $1.01 $0.90 $0.91

34 Financial Management

35 Service Level Stability & Ability to Sustain Essential Capital Investments # of Years Current Service Level Can Be Sustained Fully Funded Capital Improvement Plan Current Projection Goal 6 Years 6 Years 6 Years 6 Years Public Perception Community Survey Question Response* Standard STA is Financially Responsible 3.77 Score 4.5 * Survey completed in 2016

36 Ensure Safety 2 Performance Measures: Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours

37 PREVENTABLE VEHICLE ACCIDENTS Fixed Route Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Goal: 0.08 per 10,000 miles 0.30 Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

38 PREVENTABLE VEHICLE ACCIDENTS Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Prev. Accidents YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Paratransit Goal: 0.10 per 10,000 miles Preventable Accidents per 10,000 Miles Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37

39 Workers Compensation Time Loss Lost Time Days per 1,000 Hours Goal Fixed Route Paratransit Maintenance

40 Workers Compensation Claims Claims per 1,000 Hours Goal Fixed Route Paratransit Maintenance

Sound Transit Operations August 2015 Service Performance Report. Ridership

Sound Transit Operations August 2015 Service Performance Report. Ridership Ridership Total Boardings by Mode Mode Aug-14 Aug-15 % YTD-14 YTD-15 % ST Express 1,534,241 1,553,492 1.3% 11,742,839 12,354,957 5.2% Sounder 275,403 326,015 18.4% 2,139,086 2,463,422 15.2% Tacoma Link