MONTHLY REPORT AUGUST 2017

& MONTHLY REPORT AUGUST

SECTION Sun Tran & Sun Van Monthly Operations Report Table of Contents August PAGE I.System Highlights and Accomplishments 3-10 II.Sun Tran a.ridership 11 b.revenue 12 c.pass Sales 13 d.summary of Expenses 14 e.system Summary 15 f.annual Ridership 16 g.performance Indicators 17-27 h.route Performance Profile 28 i.route Passenger Per Hour Ranking 29 j.customer Satisfaction 30 III.Sun Van a.ridership & Revenue Collection 31 b.summary of Expenses 32 c.system Summary 33-34 d.annual Ridership 35 e.performance Indicators 36-41 f.customer Satisfaction 42 IV.Glossaries 43-44 2

Sun Tran & Sun Van Strategic Goals Progress Update August In addition to highlighting major accomplishments and programs each month, this section communicates Sun Tran and Sun Van s ongoing efforts to achieve FY system goals and objectives. Provide Excellent Customer Service Sun Tran Customer Service Sun Tran s Customer Service Center answered 93 percent of the total number of calls received, the same as the previous month and a 1 percent increase over August 2016. Sun Tran experienced a 17 percent increase in compliments, when compared to the previous month. The number of complaints during the month increased by 21 percent when compared to the previous month and increased by 19 percent when compared to the same time last year. July August Fare Dispute OPS 2 Fare Dispute OPS 12 Early 8 Early 15 Late 15 Late 24 Missed Customer 43 Missed Customer 62 Safety 53 Safety 70 Customer Service Representatives met the established goal of answering at least 85 percent of total calls, keeping the average ring time at 14 seconds or less and keeping the calls at 90 seconds or less. These goals are to help ensure better service for the thousands of passengers who phone the call center. Sun Van Customer Calls Sun Van s Dispatch answered 88.3 percent of calls received during the month of August, an increase of 1.8 percent from July, reaching their goal, and a 0.64 percent decrease from August 2016. 3

Sun Tran & Sun Van Strategic Goals Progress Update August Reservations answered 96.3 percent of calls during the month of August, a decrease of 0.2 percent from July, and a decrease of 0.1 percent when compared to August 2016. Spanish Reservations answered 95.1 percent of the calls received, a 0.9 percent decrease from July, and a 0.86 percent decrease from August 2016. Dispatch answered 15,873 calls. Reservations answered 16,895. Reservations Spanish answered 930 calls. In August 2016, Sun Van staff answered 17,528 in Dispatch, 17,648 in Reservations, and 951 in Spanish Reservations. The percentage of abandoned calls to Dispatch was 2.7 percent, reaching the goal of less than 3 percent. Reservations abandoned calls were 1.6 percent, and Spanish Reservations abandoned calls were 2 percent, reaching the goal of three percent or less. On-time performance for the month of August was approximately 95.1 percent, not reaching our goal of 96 percent. Special Services Office Activity The Special Services staff assisted approximately 5,373 customers during the month of August. The daily average was 234 customers compared to 219 for the prior month of July. The daily average for August 2016 was 228. Staff issued a total of 2,920 SunGO ID & Cards during the month of August, compared to 2,463 issued in July and 3,231 issued in August 2016 (prior year). Specifically, the cards issued in August were as follows: 2,148 low-income (556 replacements), 533 disabled (255 replacements), and 239 senior (63 replacements). Agents answered 3,338 calls on the English line or 89.4 percent calls answered, with 395 calls abandoned. The percent calls answered for English in August was lower than the prior month, which was 88.8 percent, and was higher by 2.8 percent from August 2016. We continue to monitor staffing needs to improve call statistics and decrease abandoned calls and wait times. Agents also answered 48 calls on the Spanish line with 96 percent calls answered with two calls abandoned. The percent calls answered for Spanish in August was higher than the prior month in July, which was 93.5 percent, and lower than in August 2016, which was 95.4 percent. 4

Sun Tran & Sun Van Strategic Goals Progress Update August Ensure an Efficient and Effective Operation Sun Tran Maintenance Goals A total of 139 preventative maintenance inspections of Sun Tran buses were completed, with 100 percent on-time performance. A total of 12 preventative maintenance inspections of support vehicles were completed, with 100 percent on-time performance, and 14 A/C inspections of buses were completed, with 100 percent on-time performance. A total of 17 Quality Assurance Inspections were performed by Maintenance Managers and Supervisors. The active fleet for Garage 1 (South Yard) maintenance shop is 121 buses and the active fleet at Garage 2 (NW Facility) is 125 buses. The total active fleet for the month remains the same as the previous month at 246. Warranty Goal For Fiscal Year, the goal is to reduce cumulative un-recovered warranty by $70,000. The monthly goal is $5,833.33. Warranty recovered during the month of August was $28,491.74. The cumulative warranty recovered through August was $31,867.30. The monthly and cumulative FY goal was met. Workforce Compliance On 8/3/, a meeting was held at Sun Tran with HR, Accounting and Management to discuss the recently implemented Discretionary Time-Off Policy. On 8/10/, an external audit was conducted on the 401(k) Plan at Sun Tran by the accounting firm of Mansperger, Patterson & McMullin. On 8/24/, an external audit was conducted on the 401(k) Plan at Sun Van by the accounting firm of Mansperger, Patterson & McMullin. 5

Sun Tran & Sun Van Strategic Goals Progress Update August Employee and Labor Relations On 8/9/, IT conducted a training for HR on the processing of new badges with pictures for all employees. On 8/15/, a new hire orientation class was held at Sun Tran for ten new coach operators. On 8/25/, all performance reviews for Administrative employees at Sun Tran and Sun Van were due to HR. On 8/29/, Meet & Greet events were held with RATP Dev staff with Sun Tran Employees at North Yard. On 08/30/ Meet & Greet events were held with RATP Dev staff with Sun Van Employees. On 8/31/, Meet & Greet events were held with RATP Dev staff with Sun Tran Employees at South Yard. Cost Saving Measures & Efficient Facilities During the month of August, Sun Tran s Northwest Facility produced 14,200 kwh of electricity from the solar panels. This provides a cost avoidance of approximately $1,420 for the electricity generated and a Tucson Electric Power solar credit reimbursement to the City of Tucson s Department of Transportation of $2,272. Transit Task Force (TTF) There was a Transit Task Force meeting on August 7. Sun Tran presented information about the 3-Day Pass and the extension of hours at the Special Services Office. Improve Safety and Security Trainings During the month of August, Sun Tran and Sun Van employees received CPR, First Aid, and AED (defibrillator) training. The First Aid topics included the Good Samaritan Law, possible signs/symptoms for a heart attack, possible signs/symptoms for a stroke, sudden illness, bites & stings, and environmental emergencies. 6

Increase Ridership Sun Tran & Sun Van Strategic Goals Progress Update August Sun Tran Ridership Passenger ridership for August totaled 1,393,685. This is a decrease of 105,683 or 7.0 percent when compared with the prior year and is under the budgeted level by 126,615 or 8.3 percent. Daily ridership shows a decrease when compared to the same time period last year. August Year-to-Date (YTD) passenger ridership was 2,499,557. This is a decrease of 267,685 or 9.7 percent when compared with the prior year and is under the budgeted level by 385,093 or 13.3 percent. YTD daily ridership shows a decrease when compared to the same time period last year. Passenger revenue for August was $1,101,783. This is a decrease of $4,007 or 0.4 percent when compared to last fiscal year. Also, passenger revenue is above the budgeted level by 29,263 or 2.7 percent. Revenue per passenger boarding in August was $.79 cents compared to $.74 cents last year for the same time period. The overall farebox recovery ratio for August is 22 percent, while YTD is 21 percent. Sun Van Ridership Sun Van ridership for August totaled 49,822. This is a decrease of 783 or 1.5 percent when compared to August 2016. Revenue passengers, excluding Personal Care Attendants (PCA) decreased by 708 passengers or 1.5 percent. Total passenger ridership year to date is 93,866. This is a decrease of 2,790 or 2.9 percent when compared to last fiscal year. Revenue passengers, excluding Personal Care Attendants (PCA), decreased by 2,492 passengers or 2.7 percent. Sun Link Sun Tran staff created social media posts and sent a press release for Sun Link s new operating hours, effective August 14 through December 17,. Staff printed and delivered large shelter signs for each streetcar stop, and created posters of new hours for each vehicle and shelter. 7

Sun Tran & Sun Van Strategic Goals Progress Update August Sun Link celebrated its 3 millionth rider on August 18, and hosted a social media prize giveaway contest. Sun Tran staff sent a press release announcing the milestone and published social media posts for the contest. Staff from Sun Tran met with the new AC Marriott about SunGO pass sales and bulk discounted sales. Sun Tran staff also met with the Southern AZ Transit Advocates about ideas for a special marketing project. Sun Link collaborated with the Tucson Roadrunners to establish a partnership for the - season. Staff created artwork displaying the Sun Link streetcar that will be affixed to the exit doors at Tucson Convention Center closest to the nearest Sun Link stop. Staff also created artwork for a wrap of the Roadrunners Zamboni to make the vehicle look like the streetcar. The Zamboni drives around on the hockey rink before games, during the two intermissions, and after the games to smooth out the ice. Sun Tran staff worked with representatives from Lamar Advertising and Tucson Roadrunners to ensure a PSA wrap would show on a Sun Link vehicle for the entire hockey season promoting the use of the streetcar to get to and from hockey games. Staff shot photos of the streetcar throughout the route to use in advertisements and social media. Sun Tran staff updated the Sun Link Destinations webpage with links to the five Districts, added media content to the five Districts shared Dropbox account, and distributed 3-Day Pass Stripcards/Posters to student-housing and hotels. Staff from Sun Tran met with representatives from Sun Link and TDOT in communications planning meetings focusing on issues such as the 3 millionth rider, social media contest, Roadrunners partnership collaboration, Fall semester operating hours, 3-Day Pass promotion, and what to cover in the Marketing Sun Link and Districts Meeting. Provide information for riders and potential riders Ride Guide for August, Sun Tran staff sent a Media Release, published social media posts, updated website, developed and printed new system posters for Sun Tran shelters, and coordinated delivery of Ride Guides to buses and over 300 locations throughout Tucson. 8

Sun Tran & Sun Van Strategic Goals Progress Update August Articulated bus: Staff printed and installed decals for articulated bus ( this vehicle is for test-purposes only, please maintain a safe following distance ). Change Machine at Ronstadt Transit Center: Staff printed and installed decals and signage for change machine. Special Services new office hours: Staff sent a press release, published posts on social media, updated website, and created displays for TV monitors at transit centers. Sun Shuttle open houses: Staff scheduled dates and locations of open houses, sent a press release, and developed, printed and distributed strip cards for each proposed service change. Staff distributed Sun Shuttle and Sun Van brochures to locations, created posters for bus passengers to Have Fares Ready Before Boarding and created and delivered Route 421 signage with old and new stop information. Staff also created sliders/posters for drivers about what to do when driving a bus that interlines, and safety banners for the drivers lounges at the North and South Yards. Marketing campaigns related to Sun Tran and Sun Link ridership Frequent Transit Network: Sun Tran staff finalized artwork and specified advertising locations with AdVision Outdoor to display ads promoting the Frequent Transit Network (FTN) on bus shelters and bus benches at major destinations along routes of the FTN. U-Pass: Staff sent marketing e-blasts to all UA students, staff and faculty. Staff delivered posters for dorms, Cat Tran vehicles and UA Rec. Center. Staff submitted an article for the Lo Que Pasa publication for UA staff and faculty, sent an e- Blast for current and previous U-Pass holders, and ran print and online ads for Daily Wildcat for Fall Semester. Staff also printed step by step procedures for downloading GoTucson Transit App and purchasing passes. 3-Day Pass: Sun Tran staff printed strip cards to promote 3-Day Pass, printed and delivered posters/fliers for Sun Link and bus posters for Sun Tran vehicles, sent a press release, developed an online survey to collect demographics of promotional pass users, developed a slider and webpage for Sun Tran and Sun Link websites, and created and delivered strip cards to Sales Outlets and Pass Provider Organizations related to 3-Day Pass. 9

Sun Tran & Sun Van Strategic Goals Progress Update August Community Outreach In August, Marketing staff attended the last 2 New Student Orientations at the University of Arizona, concluding 16 total. There was one START Mobility Training at Chapel Havel West with 13 young adults with disabilities. Online Passenger Tools Sun Tran s Facebook page had 320 page views. Sun Tran s most popular post, on August 23, was about the Sun Tran Frequent Transit Network. The post reached 1,416 people, and was liked 19 times, compared to an average of 635 people reached per post. Sun Tran s Twitter audience is 1,775 followers which is a 0.2 percent increase when compared to the previous month, and a 7.9 percent increase when compared to the same time last year. Sun Tran s Twitter page had 39.2 thousand impressions, an increase of 9.7 percent when compared to the previous month. The top tweet was for Back to School and earned 2,250 impressions. Sun Tran s website had 144,779 page views, an increase of 20.1 percent when compared to the previous month. The website had a total of 114,027 unique page views, an increase of 20.2 percent from the previous month. The average time on a page by a user is 3 minutes 25 seconds, a decrease of 2 percent from last month. In August, 77 percent of sessions were from a mobile device (72,167) and 87,745 users navigated to the routes and times page. The Routes & Times page continues to be the most popular page on the Sun Tran website. There were 40,426 new users in August, an increase of 18.3 percent from the previous month. GoTucson Mobile App The GoTucson mobile app has continued to be promoted during the month of August through placed advertising, social media and online. The number of individuals utilizing the GoTucson mobile app to ride transit throughout the community was 6,749 compared to 3,969 in July and 4,021 in August 2016. The GoTucson mobile app has continued to be promoted at START sessions, community events, social media and online. 10

SUN TRAN RIDERSHIP AUGUST VARIANCE AUGUST VARIANCE ROUTE PASSENGERS: CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT FULL FARE 386,962 421,613 (34,651) -8.2% 499,830 (112,868) -22.6% ECONOMY FARE 561,019 576,610 (15,591) -2.7% 580,160 (19,141) -3.3% EXPRESS FARE 18,209 21,330 (3,121) -14.6% 21,230 (3,021) -14.2% DAY PASS 101,545 91,417 10,128 11.1% 8,880 92,665 1043.5% OTHER 69,806 74,749 (4,943) -6.6% 80,100 (10,294) -12.9% ROUTE REVENUE PASSENGERS 1,137,541 1,185,719 (48,178) -4.1% 1,190,200 (52,659) -4.4% TRANSFER PASSENGERS 225,046 281,214 (56,168) -20.0% 295,970 (70,924) -24.0% CHILDREN =<5 30,099 31,729 (1,630) -5.1% 33,390 (3,291) -9.9% PCA 999 706 293 41.5% 740 259 35.0% FREE RIDE DAY 0 0 0 0.0% 0 0 0.0% OTHER ROUTE PASSENGERS 256,144 313,649 (57,505) -18.3% 330,100 (73,956) -22.4% TOTAL PASSENGERS 1,393,685 1,499,368 (105,683) -7.0% 1,520,300 (126,615) -8.3% CURRENT YEAR PRIOR YEAR CURRENT YEAR Calendar Days School Days Average Route Ridership CURRENT PRIOR Weekdays 23 23 YEAR YEAR Weekdays 53,537 57,204 Saturdays 4 4 20 20 Saturday 23,940 27,256 Sundays 4 4 Sunday 16,645 18,661 Holidays 0 0 Holidays 0 0 Total 31 31 Total 44,958 48,367 YEAR TO DATE AUGUST VARIANCE AUGUST VARIANCE ROUTE PASSENGERS: CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT FULL FARE 656,026 746,900 (90,874) -12.2% 892,200 (236,174) -26.5% ECONOMY FARE 1,031,160 1,083,678 (52,518) -4.8% 1,155,810 (124,650) -10.8% EXPRESS FARE 32,801 38,292 (5,491) -14.3% 49,950 (17,149) -34.3% DAY PASS 183,397 169,532 13,865 8.2% 16,450 166,947 1014.9% OTHER 128,656 145,759 (17,103) -11.7% 156,570 (27,914) -17.8% ROUTE REVENUE PASSENGERS 2,032,040 2,184,161 (152,121) -7.0% 2,270,980 (238,940) -10.5% TRANSFER PASSENGERS 412,919 522,538 (109,619) -21.0% 549,960 (137,041) -24.9% CHILDREN =<5 52,893 59,084 (6,191) -10.5% 62,180 (9,287) -14.9% PCA 1,705 1,459 246 16.9% 1,530 175 11.4% FREE RIDE DAY 0 0 0 0.0% 0 0 0.0% OTHER ROUTE PASSENGERS 467,517 583,081 (115,564) -19.8% 613,670 (146,153) -23.8% TOTAL PASSENGERS 2,499,557 2,767,242 (267,685) -9.7% 2,884,650 (385,093) -13.3% PRIOR YEAR Calendar Days CURRENT YEAR PRIOR YEAR School Days Average Route Ridership CURRENT YEAR Weekdays 43 43 CURRENT YEAR PRIOR YEAR Weekdays 49,595 54,451 Saturdays 9 9 20 20 Saturday 23,069 26,928 Sundays 9 9 Sunday 15,952 18,448 Holidays 1 1 Holidays 15,791 17,473 PRIOR YEAR Total 62 62 Total 40,315 44,633 11

SUN TRAN REVENUE AUGUST VARIANCE AUGUST VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT ROUTE PASSENGER REVENUE: FULL FARE $ 720,978 $ 762,257 $ (41,279) -5.4% $ 681,300 $ 39,678 5.8% ECONOMY FARE 206,931 172,932 33,999 19.7% 198,310 8,621 4.3% EXPRESS FARE 62,069 67,187 (5,118) -7.6% 74,330 (12,261) -16.5% DAY PASS 62,228 44,966 17,262 38.4% 51,550 10,678 20.7% OTHER 49,576 58,448 (8,872) -15.2% 67,030 (17,454) -26.0% TOTAL ROUTE PASSENGER REVENUE $ 1,101,783 $ 1,105,790 $ (4,007) -0.4% $ 1,072,520 $ 29,263 2.7% ` YEAR TO DATE AUGUST VARIANCE AUGUST VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT ROUTE PASSENGER REVENUE: FULL FARE $ 1,279,282 $ 1,258,982 $ 20,300 1.6% $ 1,419,330 $ (140,048) -9.9% ECONOMY FARE 377,938 345,495 32,444 9.4% 367,600 10,338 2.8% EXPRESS FARE 114,512 123,234 (8,721) -7.1% 133,610 (19,098) -14.3% DAY PASS 110,386 78,293 32,093 41.0% 89,700 20,686 23.1% OTHER 94,240 119,453 (25,214) -21.1% 137,440 (43,200) -31.4% TOTAL ROUTE PASSENGER REVENUE $ 1,976,358 $ 1,925,457 $ 50,902 2.6% $ 2,147,680 $ (171,322) -8.0% Notes: YTD Fiscal Year was adjusted due to formula corrections. YTD pass revenue has been reduced by $77,835 for Sun Link's YTD Fiscal Year revenue share YTD pass revenue has been reduced by $6,596 for Sun Shuttle's YTD Fiscal Year revenue share 12

SUN TRAN PASSES SOLD AND PASS REVENUE PASSES SOLD PASS REVENUE AUGUST VARIANCE AUGUST VARIANCE CURRENT PRIOR AMOUNT PERCENT CURRENT PRIOR AMOUNT PERCENT MONTHLY 8450 DAY PASS 5,135 3,363 1,772 52.7% $ 19,256.25 $ 11,770.50 $ 7,485.75 63.6% 8459 DISCOUNTED DAY PASS 21,486 18,969 2,517 13.3% 42,972 33,196 9,776 29.5% 8450 3 DAY FULL FARE PASS 89 0 89 100.0% 890 0 890 100.0% 8450 FULL FARE 7 DAY 0 6 (6) -100.0% (6) 59 (65) -109.7% 8450 FULL FARE MONTHLY 3,174 4,318 (1,144) -26.5% 139,549 176,456 (36,908) -20.9% 8451 ECONOMY MONTHLY 7,031 7,042 (11) -0.2% 124,431 103,800 20,631 19.9% 8452 EXPRESS MONTHLY 435 501 (66) -13.2% 24,962 27,020 (2,058) -7.6% 8455 ANNUAL 17 0 17 100.0% 7,269 0 7,269 100.0% 8453 COLLEGE PASS 924 1,014 (90) -8.9% 95,278 179,490 (84,211) -46.9% 8453 COLLEGE PASS EXPRESS 75 82 (7) -8.5% 132,380 33,076 99,304 300.2% 8454 SUMMERGO YOUTH PASS (7) 0 (7) 100.0% (309) - (309) 100.0% SUBTOTAL: 38,359 35,295 3,064 8.7% $ 586,673 $ 564,867 $ 21,805 3.9% STORED VALUE 8450 FULL FARE STORED VALUE 34,353 11,614 22,739 195.8% 51,530 17,421 34,109 195.8% 8451 ECONOMY STORED VALUE 43,312 52,262 (8,950) -17.1% 25,987 26,131 (144) -0.6% 8452 EXPRESS STORED VALUE 1,401 1,263 138 10.9% 3,152 2,526 626 24.8% SUBTOTAL: 79,066 65,139 13,927 21.4% $ 80,669 $ 46,078 $ 34,591 75.1% TOTAL 117,425 100,434 16,991 16.9% $ 667,342 610,945 $ 56,396 9.2% -117425-100434 -16991 (667,342) (610,945) (56,396) YEAR TO DATE PASSES SOLD PASS REVENUE AUGUST VARIANCE AUGUST VARIANCE CURRENT PRIOR AMOUNT PERCENT CURRENT PRIOR AMOUNT PERCENT MONTHLY 8450 DAY PASS 9,345 5,756 3,589 62.4% $ 35,043.75 $ 20,146.00 $ 14,897.75 73.9% 8459 DISCOUNTED DAY PASS 37,671 33,227 4,444 13.4% 75,342 58,147 17,195 29.6% 8450 3 DAY FULL FARE PASS 89 0 89 100.0% 890 0 890 100.0% 8450 FULL FARE 7 DAY 0 6 (6) -100.0% (6) 59 (65) -109.7% 8450 FULL FARE MONTHLY 7,666 6,846 820 12.0% 333,913 278,501 55,412 19.9% 8451 ECONOMY MONTHLY 12,744 14,669 (1,925) -13.1% 225,419 216,476 8,943 4.1% 8452 EXPRESS MONTHLY 858 1,069 (211) -19.7% 49,167 57,666 (8,499) -14.7% 8455 ANNUAL 22 0 22 100.0% 9,509-9,509 100.0% 8453 COLLEGE PASS 924 1,206 (282) -23.4% 92,911 229,477 (136,565) -59.5% 8453 COLLEGE PASS EXPRESS 75 129 (54) -41.9% 218,172 54,013 164,159 303.9% 8454 SUMMERGO YOUTH PASS 2 60 (58) -96.7% (1,755) 2,528 (4,283) -169.4% SUBTOTAL: 69,396 62,968 6,428 10.2% $ 1,038,607 $ 917,013 $ 121,594 13.3% STORED VALUE 8263 FULL FARE STORED VALUE 57,950 18,942 39,008 205.9% 86,925 28,413 58,512 205.9% 8450 ECONOMY STORED VALUE 77,789 92,664 (14,875) -16.1% 46,673 46,332 341 0.7% 8452 EXPRESS STORED VALUE 2,416 2,245 171 7.6% 5,436 4,490 946 21.1% SUBTOTAL: 138,155 113,851 24,304 21.3% $ 139,034 $ 79,235 $ 59,799 75.5% TOTAL 207,551 176,819 30,732 17.4% $ 1,177,642 $ 996,248 $ 181,394 18.2% -207551-176819 -30732 (1,177,642) 996,248 (181,394) Note: YTD Fiscal Year was adjusted due to formula corrections. Fiscal Year adopted a fare increase as of January 3, YTD pass revenue has been reduced by $77,835 for Sun Link's YTD Fiscal Year revenue share 77,835 YTD pass revenue has been reduced by $6,596 for Sun Shuttle's YTD Fiscal Year revenue share 6,596 13

SUMMARY OF EXPENSES AUGUST AUGUST VARIANCE MONTHLY VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT OPERATOR WAGES $ 1,588,070 $ 1,102,643 $ (485,427) -30.6% $ 1,448,365 $ (139,705) -9.6% MAINTENANCE WAGES 426,831 393,247 (33,584) -7.9% 392,192 (34,639) -8.8% SALARIES 358,448 354,619 (3,829) -1.1% 350,468 (7,980) -2.3% FRINGE BENEFITS 1,036,316 985,220 (51,096) -4.9% 1,017,981 (18,336) -1.8% SERVICES 352,328 350,139 (2,189) -0.6% 445,813 93,485 21.0% UTILITIES 93,108 71,548 (21,560) -23.2% 64,108 (28,999) -45.2% VEHICLE MAINTENANCE 391,813 377,869 (13,944) -3.6% 412,191 20,378 4.9% MATERIALS AND SUPPLIES 40,939 78,417 37,478 91.5% 116,388 75,448 64.8% CNG FUEL 84,030 45,558 (38,472) -45.8% 60,808 (23,222) -38.2% DIESEL FUEL 415,614 149,016 (266,598) -64.1% 436,308 20,694 4.7% UNLEADED FUEL 11,807 7,085 (4,722) -40.0% 7,638 (4,170) -54.6% CAPITAL OUTLAY 15,254 - (15,254) -100.0% 591 (14,663) -2481.8% INSURANCE 207,593 114,146 (93,447) -45.0% 160,458 (47,134) -29.4% LABOR CREDITS/EXP TRANSFERS (4,676) (3,349) 1,327-28.4% 59,074 63,751 107.9% TOTAL EXPENSES $ 5,017,475 $ 4,026,158 $ (991,317) -24.6% $ 4,972,383 $ (45,093) -0.9% AUGUST AUGUST YEAR TO DATE CURRENT PRIOR VARIANCE ANNUAL BUDGET BALANCE YEAR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT OPERATOR WAGES $ 3,075,073 $ 2,481,995 $ (593,078) -19.3% $ 17,380,380 $ 14,305,307 82.3% MAINTENANCE WAGES 815,260 803,020 (12,240) -1.5% 4,706,300 3,891,040 82.7% SALARIES 786,774 672,980 (113,794) -14.5% 4,205,620 3,418,846 81.3% FRINGE BENEFITS 2,082,014 1,972,485 (109,529) -5.3% 12,215,770 10,133,756 83.0% SERVICES 535,753 498,293 (37,460) -7.0% 5,349,760 4,814,007 90.0% UTILITIES 170,797 129,533 (41,264) -24.2% 769,300 598,503 77.8% VEHICLE MAINTENANCE 666,863 547,644 (119,219) -17.9% 4,946,290 4,279,427 86.5% MATERIALS AND SUPPLIES 143,722 98,066 (45,656) -31.8% 1,396,650 1,252,928 89.7% CNG FUEL 84,030 98,887 14,857 17.7% 729,700 645,670 88.5% DIESEL FUEL 695,729 458,402 (237,327) -34.1% 5,235,690 4,539,961 86.7% UNLEADED FUEL 21,435 15,508 (5,927) -27.7% 91,650 70,215 76.6% CAPITAL OUTLAY 15,254 - (15,254) -100.0% 7,090 (8,164) -115.1% INSURANCE 326,219 228,292 (97,927) -30.0% 1,925,500 1,599,281 83.1% LABOR CREDITS/EXP TRANSFERS (10,324) (8,034) 2,290-22.2% 708,890 719,214 101.5% TOTAL EXPENSES $ 9,408,597 $ 7,997,071 $ (1,411,526) -17.7% $ 59,668,590 $ 50,259,993 84.2% There were two events in April which impacted the YTD totals: 1) $117,000 in expenses were included in April MTD but excluded from April YTD 2) $61,158.68 in Pcard expenses were posted after April was final and were not included in April MTD or YTD 14

SUN TRAN SYSTEM SUMMARY CURRENT YEAR AUGUST VARIANCE AUGUST VARIANCE PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT RIDERSHIP: TOTAL ROUTE PASSENGERS 1,393,685 1,499,368 (105,683) -7.0% 1,520,300 (126,615) -8.3% REVENUE: TOTAL ROUTE PASSENGER REVENUE $ 1,101,783 $ 1,105,790 $ (4,007) -0.4% 1,072,520 29,263 2.7% EXPENSES: TOTAL EXPENSES $ 5,017,475 $ 4,026,158 $ (991,317) -24.6% $ 4,972,383 $ (45,092) -0.9% MILES: REVENUE MILES 734,627 663,285 71,342 10.8% 735,593 966 0.1% DEADHEAD MILES 107,154 96,118 11,036 11.5% 107,033 (121) -0.1% TOTAL SERVICE MILES 841,781 759,403 82,378 10.8% 842,626 845 0.1% NON-ROUTE MILES 18,395 4,473 13,922 311.2% - (18,395) 100.0% TOTAL MILES 860,176 763,876 96,300 12.6% 842,626 (17,550) -2.1% REVENUE HOURS 61,619 58,146 3,473 6.0% 61,619 (0) 0.0% SERVICE HOURS 65,799 58,192 7,607 13.1% 66,058 258 0.4% YEAR TO DATE AUGUST VARIANCE AUGUST VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT RIDERSHIP: TOTAL ROUTE PASSENGERS 2,499,557 2,767,242 (267,685) -9.7% 2,884,650 (385,093) -13.3% REVENUE: TOTAL ROUTE PASSENGER REVENUE $ 1,976,358 $ 1,925,457 $ 50,901 2.6% $ 2,147,680 $ (171,322) -8.0% EXPENSES: TOTAL EXPENSES $ 9,408,597 $ 8,005,320 $ (1,403,277) -17.5% $ 9,944,766 $ 536,169 5.4% MILES: REVENUE MILES 1,417,595 1,375,651 41,944 3.0% 1,419,492 1,897 0.1% DEADHEAD MILES 205,808 201,110 4,698 2.3% 205,687 (121) -0.1% TOTAL SERVICE MILES 1,623,403 1,576,761 46,642 3.0% 1,625,179 1,776 0.1% NON-ROUTE MILES 22,443 10,188 12,255 120.3% - (22,443) 100.0% TOTAL MILES 1,645,846 1,586,949 58,897 3.7% 1,625,179 (20,667) -1.3% REVENUE HOURS 118,935 112,421 6,514 5.8% 118,939 5 0.0% SERVICE HOURS 127,195 120,589 6,606 5.5% 127,238 43 0.0% Notes: Fiscal Year Miles and Hours were adjusted due to corrections. 15

SUN TRAN ANNUAL RIDERSHIP CURRENT YEAR JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY FIXED ROUTE 1,093,049 1,377,083 0 0 0 0 0 0 0 0 0 0 2,470,132 EXPRESS 12,823 16,602 0 0 0 0 0 0 0 0 0 0 29,425 TOTAL 1,105,872 1,393,685 0 0 0 0 0 0 0 0 0 0 2,499,557 PREVIOUS YEAR JULY 2016 AUGUST 2016 SEPTEMBER 2016 OCTOBER 2016 NOVEMBER 2016 DECEMBER 2016 JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY FIXED ROUTE 1,253,631 1,481,755 1,435,650 1,461,241 1,406,411 1,364,200 1,342,742 1,316,095 1,411,833 1,274,755 1,298,352 1,162,869 16,209,534 EXPRESS 14,243 17,613 16,039 15,675 14,410 12,194 15,167 14,365 15,811 14,041 14,806 14,417 178,781 TOTAL 1,267,874 1,499,368 1,451,689 1,476,916 1,420,821 1,376,394 1,357,909 1,330,460 1,427,644 1,288,796 1,313,158 1,177,286 16,388,315 VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE FIXED ROUTE (160,582) (104,672) (1,435,650) (1,461,241) (1,406,411) (1,364,200) (1,342,742) (1,316,095) (1,411,833) (1,274,755) (1,298,352) (1,162,869) (13,739,402) EXPRESS (1,420) (1,011) (16,039) (15,675) (14,410) (12,194) (15,167) (14,365) (15,811) (14,041) (14,806) (14,417) (149,356) TOTAL (162,002) (105,683) (1,451,689) (1,476,916) (1,420,821) (1,376,394) (1,357,909) (1,330,460) (1,427,644) (1,288,796) (1,313,158) (1,177,286) (13,888,758) % VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE FIXED ROUTE -12.8% -7.1% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -84.8% EXPRESS -10.0% -5.7% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -83.5% TOTAL -12.8% -7.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -84.7% TOTALS BY: JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY WEEKDAY 901,231 1,231,346 0 0 0 0 0 0 0 0 0 0 2,132,577 SATURDAY 111,860 95,758 0 0 0 0 0 0 0 0 0 0 207,619 SUNDAY 76,990 66,580 0 0 0 0 0 0 0 0 0 0 143,570 HOLIDAY 15,791 0 0 0 0 0 0 0 0 0 0 0 15,791 TOTAL 1,105,872 1,393,685 0 0 0 0 0 0 0 0 0 0 2,499,557 AVERAGES BY: JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY WEEKDAY 45,062 53,537 49,595 SATURDAY 22,372 23,940 23,069 SUNDAY 15,398 16,645 15,952 HOLIDAY 15,791 0 15,791 TOTAL 35,673 44,958 40,315 16

SUN TRAN PERFORMANCE INDICATORS AUGUST SYSTEM INDICATOR CURRENT MONTH BUDGET AVG YTD 1. RIDERSHIP 1,393,685 1,520,300 1,249,779 2. PASSENGER REVENUE $ 1,101,783 $ 1,072,520 $ 988,179 3. PASSENGER PER TOTAL MILE 1.62 1.78 1.52 4. PASSENGER PER HOUR 21.0 23.8 19.5 5. REVENUE PER PASSENGER $ 0.79 $ 0.71 $ 0.79 6. REVENUE PER TOTAL MILE $ 1.35 $ 1.38 $ 1.25 7. REVENUE PER HOUR $ 17.48 $ 18.43 $ 16.05 8. FAREBOX RECOVERY RATIO 22.0% 23.7% 21.0% 9. TOTAL COST PER PASSENGER $ 3.60 $ 3.27 $ 3.76 10. TOTAL COST PER MILE $ 5.83 $ 5.83 $ 5.72 11. TOTAL COST PER SERVICE HOUR $ 75.57 $ 77.77 $ 73.28 12. MILES BETWEEN ROAD CALLS 11,028 8,200 11,121 13. MILES BETWEEN BUS INSPECTION 5,911 6,300 5,976 14. TOTAL VEHICLE ACCIDENTS PER 100,000 MILES 2.4 1.5 2.7 15. TOTAL COMPLAINTS PER 100,000 PASSENGER 25.2 18.0 25.7 16. VEHICLES OPERATED IN MAXIMUM SERVICE 204 17

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Ridership (in millions) Passenger Revenue (in 100 thousands) 1.8 12 1.6 1.4 10 1.2 8 1 0.8 6 0.6 4 0.4 0.2 2 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 18

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Passengers per Total Mile Passengers per Hour 2 30 1.8 1.6 25 1.4 20 1.2 1 15 0.8 0.6 10 0.4 5 0.2 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 19

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Revenue per Passenger Revenue per Total Mile 1.6 4 1.4 3.5 1.2 3 1 2.5 2 0.8 1.5 0.6 1 0.4 0.5 0.2 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 20

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Revenue per Hour Farebox Recovery Ratio 35 50 30 40 25 30 20 15 20 10 10 5 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 21

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Total Cost per Passenger Total Cost per Mile 4 7 16 3.5 6 3 5 2.5 7 14 6 12 5 10 4 2 4 8 3 1.5 3 6 2 1 2 4 10.5 21 0 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 22

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Total Cost per Mile Total Cost per Service Hour 16 14 200 12 150 10 8 100 6 4 50 2 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 23

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Miles Between Road Calls Miles Between Inspections 20000 8000 7000 15000 6000 5000 10000 4000 3000 5000 2000 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Revenue vehicle system failures are defined as mechanical problems that cause a vehicle not to complete its scheduled revenue trip, or does not start its next scheduled revenue trip. *Per NTD guidelines. 1000 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Acceptable range is + or 10% 24

FY 17 FY 18 Budget Sun Tran Performance Indicators Fiscal Year Vehicle Accidents per 100,000 Miles 3.5 Complaints per 100,000 Passengers 50 3 2.5 45 40 35 2 30 25 1.5 20 1 15 10 0.5 5 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 25

Sun Tran Performance Indicators Fiscal Year 2,100 2,000 1,900 1,800 1,700 1,600 1,500 1,400 1,300 1,200 1,100 1,000 900 800 700 600 500 400 300 200 100 0 July August September October November December January February March April May June SunGO Issues SunGO Issues Resolved * The SunGO issues are in addition to 17 COM Reports (complaints, inquiries and compliments) that are included in the Sun Tran complaint totals. 26

FY 17 FY 18 Sun Tran Performance Indicators Fiscal Year 27

` SUN TRAN ROUTE PERFORMANCE PROFILE AUGUST ROUTE TOTAL ROUTE PASSENGERS ROUTE REVENUE TOTAL SERVICE MILES TOTAL SERVICE HOURS TOTAL COST ALLOCATION NET COST PER HOUR PASSENGER PER MILE PASSENGER PER HOUR REVENUE PER MILE REVENUE PER HOUR SUBSIDY PER PASSENGER 1 40,099 $ 31,032 20,904 1,819 $ 133,764 $ 56.49 1.92 22.05 $ 1.59 $ 17.06 $ 2.56 2 25,603 19,176 21,765 1,590 123,595 65.67 1.18 16.10 0.91 12.06 4.08 3 70,788 54,668 45,957 3,353 260,743 61.46 1.54 21.11 1.41 16.31 2.91 4 107,622 83,939 57,629 4,566 345,644 57.32 1.87 23.57 1.72 18.38 2.43 5 20,743 16,009 18,632 1,473 111,605 64.88 1.11 14.08 0.91 10.87 4.61 6 54,265 40,332 20,394 2,257 155,421 51.00 2.66 24.05 2.12 17.87 2.12 7 76,238 59,021 48,256 3,571 276,412 60.87 1.58 21.35 1.41 16.53 2.85 8 121,861 90,602 57,369 4,680 351,032 55.65 2.12 26.04 1.90 19.36 2.14 9 56,661 43,143 34,467 2,968 218,988 59.24 1.64 19.09 1.39 14.53 3.10 10 29,641 22,154 15,470 1,259 94,481 57.47 1.92 23.55 1.49 17.60 2.44 11 92,440 68,729 48,560 3,883 293,087 57.78 1.90 23.81 1.52 17.70 2.43 12 38,556 25,861 20,569 1,723 128,179 59.39 1.87 22.38 1.36 15.01 2.65 15 36,310 26,750 28,325 2,555 185,924 62.31 1.28 14.21 1.02 10.47 4.38 16 107,163 80,121 47,061 4,122 302,585 53.97 2.28 26.00 1.87 19.44 2.08 17 64,461 52,634 46,148 3,302 258,468 62.34 1.40 19.52 1.30 15.94 3.19 18 101,904 66,767 25,953 2,627 185,149 45.06 3.93 38.79 2.81 25.41 1.16 19 32,699 24,651 9,986 1,108 76,241 46.57 3.27 29.52 2.75 22.25 1.58 21 14,364 9,814 10,678 901 66,886 63.34 1.35 15.94 0.99 10.89 3.97 22 13,347 9,701 10,925 846 64,512 64.79 1.22 15.78 0.94 11.47 4.11 23 32,126 25,110 20,705 1,743 129,494 59.88 1.55 18.43 1.27 14.40 3.25 24 17,150 12,545 7,712 626 47,030 55.09 2.22 27.39 1.71 20.04 2.01 25 40,922 30,782 23,300 1,862 140,566 58.96 1.76 21.98 1.44 16.53 2.68 26 18,563 14,215 17,971 1,089 90,478 70.05 1.03 17.05 0.83 13.06 4.11 27 23,655 18,140 22,617 1,634 127,470 66.93 1.05 14.48 0.84 11.10 4.62 29 33,775 26,317 21,946 1,683 128,729 60.86 1.54 20.07 1.32 15.64 3.03 34 62,170 47,256 38,504 3,201 238,689 59.81 1.61 19.42 1.35 14.76 3.08 37 16,618 13,203 15,716 1,187 91,248 65.76 1.06 14.00 1.06 11.12 4.70 50 15,276 11,339 6,678 710 49,405 53.60 2.29 21.51 1.90 15.97 2.49 61 12,064 9,349 12,218 850 67,180 68.04 0.99 14.19 0.79 11.00 4.79 TOTAL FIXED ROUTE 1,377,083 1,033,361 776,415 63,186 4,743,008 $ 58.71 1.77 21.79 $ 1.48 $ 16.35 $ 2.69 TOTAL ROUTE ROUTE TOTAL SERVICE TOTAL SERVICE TOTAL COST NET COST PASSENGER PASSENGER REVENUE REVENUE SUBSIDY PER ROUTE PASSENGERS REVENUE MILES HOURS ALLOCATION PER HOUR PER MILE PER TRIP PER MILE PER HOUR PASSENGER 101X 2,238 $ 11,260 4,081 202 $ 18,230 $ 34.44 0.55 16.22 $ 6.74 $ 55.63 $ 3.11 102X 1,674 8,206 5,611 273 24,769 60.77 0.30 12.13 2.67 30.11 9.89 103X 741 3,608 2,324 135 11,390 57.74 0.32 8.05 2.37 26.77 10.50 104X 1,258 6,413 3,547 130 13,495 54.31 0.35 9.12 3.55 49.18 5.63 105X 1,294 6,084 4,547 193 18,644 65.01 0.28 9.38 3.05 31.49 9.71 107X 1,693 7,731 10,998 528 48,209 76.72 0.15 4.60 1.15 14.65 23.91 108X 1,547 7,653 4,362 222 19,775 54.62 0.35 11.21 4.54 34.48 7.84 109X 702 3,100 4,509 240 21,007 74.50 0.16 5.09 1.79 12.90 25.50 110X 1,635 7,767 6,104 185 21,205 72.49 0.27 5.92 1.57 41.90 8.22 201X 753 1,349 4,097 182 17,227 87.05 0.18 8.19 0.56 7.40 21.08 203X 2,033 3,479 9,211 338 34,990 93.33 0.22 14.73 0.69 10.30 15.50 204X 1,033 1,771 6,819 243 25,526 97.90 0.15 7.49 0.50 7.30 22.99 TOTAL EXPRESS ROUTE 16,602 68,422 66,211 2,871 274,467 $ 71.76 0.25 8.59 $ 1.89 $ 23.83 $ 12.41 TOTAL SERVICE 1,393,685 1,101,783 842,626 66,058 5,017,475 $ 59.28 1.65 $ 1.50 $ 16.68 $ 2.81 Notes: 1) Service miles denotes Scheduled Vehicle Revenue and Deadhead Miles per Route. 2) Effective March 2014: The passenger per hour metric has been replaced with passenger per trip for express route service. Passenger per trip is a better measurement of productivity for express service. 3) Routes 110X is bi-directional express service. 28

SUN TRAN RANKING OF ROUTES - ROUTE PASSENGERS PER HOUR AUGUST RANKING ROUTE NUMBER ROUTE DESCRIPTION PASSENGERS PER HOUR 1 18 S. 6TH AVENUE 38.8 2 19 STONE 29.5 3 24 12TH AVENUE 27.4 4 8 BROADWAY 26.0 5 16 ORACLE / INA 26.0 6 6 EUCLID/ NORTH FIRST AVENUE 24.0 7 11 ALVERNON 23.8 8 4 SPEEDWAY 23.6 9 10 FLOWING WELLS 23.6 10 12 10TH / 12TH AVENUE 22.4 11 1 GLENN/SWAN 22.0 12 25 S. PARK AVENUE 22.0 13 50 AJO 21.5 14 7 22ND STREET 21.3 15 3 6TH STREET / WILMOT 21.1 16 29 VALENCIA 20.1 17 17 COUNTRY CLUB / 29TH STREET 19.5 18 34 CRAYCROFT / FT LOWELL 19.4 19 9 GRANT ROAD 19.1 20 23 MISSION ROAD 18.4 21 26 BENSON HIGHWAY 17.0 22 2 CHERRYBELL 16.1 23 21 WEST CONGRESS / SILVERBELL 15.9 24 22 GRANDE 15.8 25 27 MIDVALE PARK 14.5 26 15 CAMPBELL AVENUE 14.2 27 61 LA CHOLLA 14.2 28 5 PIMA STREET / WEST SPEEDWAY 14.1 29 37 PANTANO 14.0 FIXED ROUTE SYSTEM AVERAGE 21.8 RANKING ROUTE NUMBER ROUTE DESCRIPTION PASSENGERS PER TRIP 1 101X GOLF LINKS EXPRESS 16.2 2 102X INA ROAD EXPRESS 14.7 3 104X MARANA EXPRESS 12.1 4 103X OLDFATHER EXPRESS 11.2 5 105X SUNRISE EXPRESS 9.4 6 107X ORO VALLEY/DOWNTOWN EXPRESS 9.1 7 110X RITA RANCH/DOWNTOWN EXPRESS 8.2 8 108X BROADWAY EXPRESS 8.1 9 201X SPEEDWAY/AEROPARK EXPRESS 7.5 10 109X TANQUE VERDE EXPRESS 5.9 11 204X NW / AEROPARK EXPRESS 5.1 12 203X ORO VALLEY/AEROPARK EXPRESS 4.6 EXPRESS ROUTE SYSTEM AVERAGE 8.6 29

CUSTOMER INFORMATION CENTER The customer service information and call center answered 20,437 phone calls in August. That is a 11% decrease from the 23,025 calls answered in July and a 23% decrease from the 26,445 calls answered in August 2016. Sun Tran s website customer feedback response center received 130 e-mails in August. That is a 13% increase over the 115 e-mails received July and a 13% increase from the 115 e-mails received in August 2016. SERVICE REPORTS COMPARISON AUGUST AUGUST 2016 % Increase/Decrease Total Service Reports: 406 342 19 % Inquiries 20 17 18 % Compliments 34 28 21 % Complaints 351 294 19 % Chargeable 51 28 82 % Non-chargeable 196 179 9% Pending 105 87 21 % Incomplete 1 3 67 % SERVICE REPORTS COMPARISON AUGUST JULY % Increase/Decrease Total Service Reports: 406 347 17 % Inquiries 20 23 13 % Compliments 34 29 17 % Complaints 351 291 21 % Chargeable 51 32 59 % Non-chargeable 196 171 15 % Pending 105 88 19 % Incomplete 1 4 75 % Notes: 1) Complaints deemed non chargeable were investigated, and the results indicated Sun Tran was not at fault. (Example: bus did not show, bus was early or late, etc.) 2) Incomplete are service reports with incomplete information that did not allow Sun Tran to finish an investigation. 3) Incomplete service reports are held in the event additional facts are provided to finish the investigation. 4) Inquiries are customer questions that are not complaints, but focus on service issues, and are more informational based in the response back to the consumer. 30

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SUN VAN SYSTEM SUMMARY AUGUST AUGUST VARIANCE AUGUST VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT RIDERSHIP: TOTAL DEMAND 64,648 67,145 (2,497) -3.7% 68,810 (4,162) -6.0% DENIALS 0 0 0 0.0% 0 0 0.0% MISSED TRIPS 2 3 (1) -33.3% 0 0 0.0% CANCELLATIONS 11,480 12,670 (1,190) -9.4% 13,830 (2,350) -17.0% NO SHOWS 3,344 3,867 (523) -13.5% 4,060 (716) -17.6% TOTAL PASSENGERS 79,474 83,685 (4,211) -5.0% 86,700 (7,228) -8.3% ADA PASSENGERS 47,844 45,181 2,663 5.9% OPTIONAL ADA 1,978 5,424 (3,446) -63.5% PERCENTAGE OF OPTIONAL 2.5% 6.5% TRIPS: ADA TRIPS 44,775 42,016 2,759 6.6% OPTIONAL ADA TRIPS 1,795 5,099 (3,304) -64.8% TOTAL TRIPS: 46,570 47,115 (545) -1.2% 46,850 (280) -0.6% EXPENSES: $ 1,446,783 $ 1,211,907 $ (234,876) -19.4% $ 1,287,983 $ 158,800 12.3% REVENUE HOURS: 24,988 24,723 265 1.1% 25,960 (972) -3.7% SERVICE HOURS: 29,170 28,923 246 0.9% 30,370 (1,201) -4.0% MILES: REVENUE MILES 327,104 331,808 (4,704) -1.4% 348,400 (21,296) -6.1% DEADHEAD MILES 66,231 69,419 (3,188) -4.6% 72,900 (6,669) -9.1% TOTAL SERVICE MILES 393,335 401,227 (7,892) -2.0% 421,300 (27,965) -6.6% OTHER MILES 1,576 3,872 (2,296) 0.0% 4,150 (2,574) -62.0% TOTAL MILES 394,911 405,099 (10,188) -2.5% 425,450 (30,539) -7.2% 33

SUN VAN SYSTEM SUMMARY YEAR TO DATE AUGUST AUGUST VARIANCE AUGUST VARIANCE CURRENT YEAR PRIOR YEAR AMOUNT PERCENT BUDGET AMOUNT PERCENT RIDERSHIP: TOTAL DEMAND 122,588 129,316 (6,728) -5.2% 137,650 (15,062) -10.9% DENIALS 0 0 0 0.0% 0 0 0.0% MISSED TRIPS 3 6 (3) -50.0% 0 0 0.0% CANCELLATIONS 22,351 25,120 (2,769) -11.0% 27,670 (5,319) -19.2% NO SHOWS 6,368 7,534 (1,166) -15.5% 8,120 (1,752) -21.6% TOTAL PASSENGERS 151,310 161,976 (10,666) -6.6% 173,440 (22,133) -12.8% ADA PASSENGERS 90,208 86,637 3,571 4.1% OPTIONAL ADA 3,658 10,019 (6,361) -63.5% PERCENTAGE OF OPTIONAL 2.4% 6.2% TRIPS: ADA TRIPS 84,195 80,253 3,942 4.9% OPTIONAL ADA TRIPS 3,311 9,390 (6,079) -64.7% TOTAL TRIPS: 87,506 89,643 (2,137) -2.4% 93,710 (6,204) -6.6% EXPENSES: $ 2,610,083 $ 2,428,640 $ (181,442) -7.5% $ 2,575,966 $ 34,117 1.3% REVENUE HOURS: 47,439 47,178 261 0.6% 49,540 (2,101) -4.2% SERVICE HOURS: 55,491 55,180 311 0.6% 57,940 (2,449) -4.2% MILES: REVENUE MILES 622,095 637,965 (15,870) -2.5% 669,900 (47,805) -7.1% DEADHEAD MILES 125,854 131,514 (5,660) -4.3% 138,100 (12,246) -8.9% TOTAL SERVICE MILES 747,949 769,479 (21,530) -2.8% 808,000 (60,051) -7.4% OTHER MILES 2,848 4,889 (2,041) -41.7% 8,300 (5,452) -65.7% TOTAL MILES 750,797 774,368 (23,571) -3.0% 816,300 (65,503) -8.0% 34

SUN VAN ANNUAL RIDERSHIP CURRENT YEAR JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY 44,044 49,822 - - - - - - - - - - 93,866 TOTAL 44,044 49,822 - - - - - - - - - - 93,866 PREVIOUS YEAR JULY 2016 AUGUST 2016 SEPTEMBER 2016 OCTOBER 2016 NOVEMBER 2016 DECEMBER 2016 JANUARY FEBRUARY MARCH APRIL MAY JUNE ANNUAL FY 46,051 50,605 48,078 48,728 47,415 47,168 46,351 44,070 50,256 45,165 47,977 47,773 569,637 TOTAL 46,051 50,605 48,078 48,728 47,415 47,168 46,351 44,070 50,256 45,165 47,977 47,773 569,637 VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE (2,007) (783) (48,078) (48,728) (47,415) (47,168) (46,351) (44,070) (50,256) (45,165) (47,977) (47,773) (475,771) TOTAL (2,007) (783) (48,078) (48,728) (47,415) (47,168) (46,351) (44,070) (50,256) (45,165) (47,977) (47,773) (475,771) % VARIANCE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE -4.4% -1.5% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -83.5% TOTAL -4.4% -1.5% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -100.0% -83.5% TOTALS BY: JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE WEEKDAY 37,431 44,667 82,098 SATURDAY 3,039 2,612 5,651 SUNDAY 3,076 2,543 5,619 HOLIDAYS 498 0 498 TOTAL 44,044 49,822 0 0 0 0 0 0 0 0 0 0 93,866 AVERAGES BY: JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH APRIL MAY JUNE YEAR-TO- DATE WEEKDAY 1,871.55 1,942.04 1,909.26 SATURDAY 607.80 653.00 627.89 SUNDAY 615.20 635.75 624.33 HOLIDAYS 498.00 498.00 TOTAL 1,420.77 1,607.16 1,513.97 35

SUN VAN PERFORMANCE INDICATORS AUGUST SYSTEM INDICATOR CURRENT MONTH BUDGET AVG YTD 1. Ridership 49,822 50,920 46,933 2. Demand 64,648 68,810 61,294 3. Cancellations 11,480 13,830 11,176 4. No-Shows 3,344 4,060 3,184 5. Passengers Per Revenue Hour 1.99 1.96 1.98 6. Passengers Per Service Hour 1.71 1.68 1.69 7. Revenue Per Trip 2.00 2.35 2.00 8. Cost Per Trip 31.07 27.49 29.83 9. Vehicles Operated in Max Service 122 SYSTEM INDICATOR CURRENT MONTH PRIOR YEAR YTD Fixed Route Comparison: 10. Trip Time < Sun Tran 88.20% 91.63% 88.86% 11. Trip Time 110%+5 Minutes 92.26% 95.77% 92.62% On-Time Performance 12. Pick Ups 94.96% 95.08% 95.34% 13. Pick Ups Before Significantly Late 99.96% 99.92% 99.97% 36

FY 17 FY 18 Budget Sun Van Performance Indicators Fiscal Year 37

FY 17 FY 18 Budget Sun Van Performance Indicators Fiscal Year 38

FY 17 FY 18 Budget Sun Van Performance Indicators Fiscal Year 39

FY 17 FY 18 Budget Sun Van Performance Indicators Fiscal Year 40

FY 17 FY 18 Sun Van Performance Indicators Fiscal Year * ADA Service only. ** Data does not include same-day requests. 41

SUN VAN CUSTOMER INFORMATION CENTER AUGUST CURRENT MONTH AUGUST PRIOR YEAR SERVICE REPORTS COMPARISON % Increase/Decrease Total Service Reports 62 58 7 % Inquiries 0 0 SAME Compliments 12 6 100 % Miscellaneous* 0 0 SAME Complaints 50 52 4% Open 0 0 SAME Valid 36 25 44 % Non-Valid** 14 27 48 % AUGUST CURRENT MONTH JULY PRIOR MONTH SERVICE REPORTS COMPARISON % Increase/Decrease Total Service Reports 62 58 7% Inquiries 0 0 SAME Compliments 12 21 43 % Miscellaneous* 0 0 SAME Complaints 50 37 35 % Open 0 0 SAME Valid 36 20 80 % Non-Valid** 14 17 18 % There was one correctable complaint for every 1,384 passengers. Notes: 1) Miscellaneous service reports are reports with incomplete information that did not allow Sun Van to finish an investigation Miscellaneous service reports are held in the event additional facts are provided to finish the investigation. 2) Complaints deemed non-valid were investigated, and the results illustrated Sun Van was not at fault. (Example, policy questions, dispute about reservation date, length of time on van, etc.) 42

Sun Tran Glossary of Terms Ridership (Unlinked Passenger Trips) The number of passengers who board public transportation vehicles. Passengers are counted each time they board vehicles no matter how many vehicles they use to travel from their origin to their destination. Total Cost per Passenger Equals total expenditures divided by total passengers. Passenger per Mile Equals total passengers divided by total miles. Passenger per Service Hour Equals total ridership divided by total service hours. Passenger Revenue Equals revenue collected from passengers (includes farebox revenue and revenue from pass sales). Revenue Miles and Hours The miles and hours that vehicles travel while in revenue service. Vehicle revenue miles and hours (VRM and VRH) include: layover / recovery time. But exclude: deadhead, operator training and maintenance testing, as well as school bus and charter services. Revenue per Mile Equals total passenger revenue divided by total miles. Revenue per Passenger Equals total passenger revenue divided by total passengers Revenue per Service Hour Equals passenger revenue divided by service hours Deadhead Miles and Hours Miles and hours that a vehicle travels when out of revenue service. Deadhead includes: leaving or returning to the garage or yard facility, changing routes, or when there is no expectation of carrying revenue passengers. However, deadhead does not include: charter service, school bus service, operator training, maintenance training. Service Miles and Hours Miles and hours that vehicles travel while in revenue service plus deadhead miles and hours. But exclude: charter and school bus service, operator training, and maintenance testing. Total Cost per Mile Equals total expenditures divided by total miles. Cost per Mile Equals total expenditures less Operating Grant Funds divided by total miles. Cost per Service Hour Equals total expenditures less Operating Grant Funds divided by total service hours. Total Complaints per 100,000 passengers Equals total complaints divided by total passengers times 100,000. On-Time As defined by the Short Range Transit Plan, a bus may be up to 5 minutes late, but less than 1 minute early. Road Calls Equals total chargeable road calls. A road call is defined as a mechanical failure of a bus in revenue service that necessitates removing the bus from service until repairs are made.. 43

Sun Van Glossary of Terms Ridership (Unlinked Passenger Trips) - Equals total Passengers actually transported. A one-way trip taken by an ADA Paratransiteligible passenger, a personal care attendant (PCA) or companions from the pick-up point to the destination. Passengers Per Revenue Hour - Equals Ridership divided by Revenue hours. Total Demand - Total number of passenger trips requested. Denial An ADA-eligible trip requested that is not scheduled by Sun Van within the permissible scheduled window of on hour before or one hour after the requested pick-up time. Passengers Per Service Hour - Equals Ridership divided by Service hours. Revenue Per Trip Total Passenger Revenue divided by Trips. Cancellations - Occurs when the passenger or the passenger s representative cancels the reservation two (2) or more hours prior to the beginning of the scheduled pick-up time. Total Cost Per Trip Total Expenses divided by total Trips. No-Shows - Occurs when the passenger does not board the Sun Van vehicle when the vehicle arrives at the pick-up location within the pick up window and the driver waits two (2) minutes, or when the customer does not cancel the reservation within two (2) hours of the reservation. Trip Time - The percentage of ADA Trips with a trip time less than the comparable Sun Tran fixed route trip. Optional ADA Passenger trips beyond the ¾ mile corridors and beyond times available on a Sun Tran fixed route, a same-day request, and will calls. Trip A one-way trip taken by an ADA-Paratransit-eligible passenger from the pick-up point to the destination (excludes PCAs and companions). Revenue Miles All miles operated from pick-up point to destination. Trip Time 110%+5 Minutes Occurs when an ADA trip length exceeds 110% + 5 minutes of the comparable Sun Tran regular fixed route trip. On Time Pick Ups - The number of on time vehicle trips. The van is considered on time if it arrives between 15 minutes before or 15 minutes after the requested pick-up time. Pick Ups before Significantly Late - Pick Ups 30 minutes outside the original pick up window. Deadhead Miles Miles operated not providing specific revenue service. 44