Capital Metropolitan Transportation Authority Monthly Performance Report AUGUST 2010
Ridership Report August 23, 2010
Budget to Actual Ridership Budget Target: 2,290,590 Actual: 2,300,796
Ridership Comparison Fiscal Year 2009 vs. Fiscal Year 2010 FY 2009 FY 2010
Operations Performance Report August 23, 2010
CUSTOMER SATISFACTION INDICATORS
STARTRAN June Goal Actual Performance Measure Score 4.07 StarTran Customer Satisfaction Composite Index 90% 88.4% On Time Performance 2.27 4.4 Vehicle Accidents.37 6000 5173 17 13.58 0.37 Passenger Accidents Miles Between Road Calls Complaints per 100,000 Passengers Goal Actual Performance Measure 90% 88.17% On Time Performance StarTran Performance Year To 2.27 3.1 Vehicle Accidents Date.37 0.39 Passenger Accidents Score 5.17 6000 6,072 17 13.78 Miles Between Road Calls Complaints per 100000 Passengers
VEOLIA June Goal Actual Performance Measure Score 6.71 Veolia Customer Satisfaction Composite Index 90% 89.8% On Time Performance 2.27 1.87 Vehicle Accidents 0.47 0.27 Passenger Accidents 6000 3,929 10 8.89 Miles Between Road Calls Complaints per 100,000 Passengers Goal Actual Performance Measure Veolia Performance Year To Date Miles Between Road Calls Complaints per 100,000 Score 5.87 10 9.7 Passengers 90% 2.27 0.47 6000 88.5% 2.03.47 5178 On Time Performance Vehicle Accidents Passenger Accidents
FIRST TRANSIT June Score 7.84 Goal Actual Performance Measure 0.02 0 Passenger Accidents First Transit Customer 2.27 2.24 Vehicle Accidents Satisfaction Composite Miles Between Road Index 6000 5,571 Calls 90% 96.34% On Time Performance 10 0.89 Complaints per 100,000 Passengers Goal Actual Performance Measure 0.02 0 Passenger Accidents First Transit Performance Year to Date 2.27 6000 2.72 5,389 Vehicle Accidents Miles Between Road Calls 90% 95.2% On Time Performance Score 5.67 10 9.46 Complaints per 100,000 Passengers
June Goal METROACCESS Actual Performance Measure 90% 95.1% On Time Performance 8% 5.97% No Shows MetroAccess Customer Satisfaction Composite Index 5% 4.08% Abandoned Call Rate 2:00 0.37 Call Wait Time 2.27 1.46 Vehicle Accidents 1.85 2.6 Passenger Accidents Score 8.38 8000 9,269 Road Calls 25 20 Customer Complaints/10,000 Passengers Goal Actual Performance Measure 90% 91.46% On Time Performance 8% 6.46% No Shows 5% 9.28% Abandoned Call Rate MetroAccess Performance 2:00 Year to Date 2.27 1.2 2.44 Call Wait Time Vehicle Accidents 1.85 2.06 Passenger Accidents Score 6.03 8000 25 17,346 24.11 Road Calls Customer Complaints/10,000 Passengers
Score 7.66 June MetroRail Customer Satisfaction Composite Index Goal METRORAIL Actual 96% 97.32% Performance Measure On Time Performance 0 0 Vehicle Accidents 0 0 2 3 2 0 Passenger Accidents Customer Complaints/20,000 Miles Between Road Calls Score 8.0 MetroRail Performance Year to Date (3 months) Goal Actual 96% 98.32% Performance Measure On Time Performance 0 0 Vehicle Accidents 0 0 2 3 2 0 Passenger Accidents Customer Complaints/20,000 Miles Between Road Calls
OVERALL CUSTOMER SATISFACTION June Score 5.74 Overall Customer Satisfaction Index Actual 4.07 6.71 7.84 8.38 7.66 Service Type StarTran Fixed Route Customer Satisfaction Composite Index Veolia Customer Satisfaction Composite Index First Transit Customer Service Composite Index MetroAccess Customer Satisfaction Composite Index MetroRail Customer Satisfaction Composite Index Actual Service Type Score 5.41 Overall Performance Year to Date 4.96 5.87 5.67 6.03 8.0 StarTran Fixed Route Customer Satisfaction Composite Index Veolia Customer Satisfaction Composite Index First Transit Customer Service Composite Index MetroAccess Customer Satisfaction Composite Index MetroRail Customer Satisfaction Composite Index
Other Notes of Interest 2011 Goal Setting Financial Cost / revenue hour Cost / passenger Efficiency Passengers /hour Passengers / trip Customer Experience Accidents Impact of Policy Changes
Operations MetroRail Passenger Service August 23, 2010
Capital MetroRail Passenger Service Passenger Service Completed 110 days of passenger service to date Trains continue to operate generally within 3 minutes of schedule* With 97.55% on time performance Ridership averaging ~ 817 passengers per day in July July 5 th Holiday ridership estimated at 542 * July 7 th Frieght Train walk off caused A.M. service to be cancelled
July 7 Interruption of Service Capital MetroRail Passenger Service A.M. service cancelled due to Freight Train walking off track at Austin Wye All a.m. trips cancelled (9 total trips) Capital Metro, Herzog staff provided passenger support at all stations All inconvenienced passengers offered bus ride to destination 33 passengers elected to utilize alternative transportation P.M. service operated on schedule After Action Freight Board member notification process Austin Wye infrastructure improvements, timing re-evaluated Train restrictions reinstated, immediate repairs completed
Capital MetroRail Improvements Ridership Improvement Schedule adjustment consideration Infrastructure Evaluating schedule, cost of revised rail operating schedule to improve ridership» Peak Service Adjustments» Mid-day Service (1hour frequency)» Friday Evening Service» Saturday Service (30 minute frequency) Bridge Improvement Plan update in September 2010 Gilleland Creek Bridge Replacement construction underway September 2010 Target Completion (one month ahead of schedule) Manor Road Crossing October 2010 Target Completion Rail R.O.W. clean up underway October 2010 Target Completion
Federal Railroad Administration FRA Waiver Fuel Tank Cage design received FRA approval Capital Metro received approval for one year extension (June 2011) for fuel tank modifications FRA Site Visits APTA Safety Audit (required by FRA Waiver) Pre-Audit scheduled for August 31 September 1 Positive Train Control Positive Train Control Implementation Plan revisions submitted to FRA
Finance Report August 23, 2010
President / CEO Items of Interest
Items of Interest Recognition: Inez Evans, Leadership APTA Goals for Capital Metro Progress Update on Sunset Recommendations
Roadmap for Capital Metro Work in Partnership with Board Implement Sunset Review Recommendations Increase Transparency Improve Financial Sustainability Improve Labor Relations Build Capital MetroRail Ridership Continue Great Service to Customers!
Sunset Report Tracking Progress August 2010
Sunset Review Process September 2009- Review began May 2010- Formal agency response to Sunset Commission & Sunset Commission public hearing July 2010- Sunset Commission formally adopted report Late September 2010- Community Progress Report January to May 2011- Statutory recommendations to be considered in legislative session
Sunset Report Key Focus Areas Finance Labor Rail Governance & Community Engagement
Sunset Recommendations Update- Tracking Progress Sunset Steering Committee established to systematically address each recommendation Staff has worked on many key recommendations since January Many finance recommendations will be addressed with the adoption of the FY 2011 Budget
Sunset Issue #1: Finance Sunset Report Recommendation 1.5) Policy for evaluating & compensating its CEO (S) Completion Target : June 2010 Status 9 1.1) Reserve Policy (S) Sept. 2010 1.3) Budget that includes operating & capital spending (S) Sept. 2010 1.4) 5 yr CIP plan (S) Sept. 2010 1.6) Reduce Cost and Increase Revenue (M) Sept. 2010 - UT Service Contract July 2010 9 - Revise MetroAccess Service policies Sept. 2010 - Eliminate free fares & Increase MetroAccess fares Sept. 2010-5% across the board reduction in cost Sept. 2010 - Freeze capital spending on expansion of rail that use tax revenue Sept. 2010 1.7) Post on website detailed financial information (M) Sept. 2010 1.2) 5-year strategic plan that links to and drives budget (S) 1.1) Reserves equal to two months of operating expenses (S) Sept. 2011 October 2013 (S) Statute Recommendation (M) Management Recommendation
Sunset Issue #2: Labor Sunset Report Recommendation 2.2) Develop a competitive procurement plan for transit service (M) Completion Target : Oct. 2010 Status 2.1) Competitively bid all transit services not directly provided by Capital Metro (S) - Contingent upon Board direction on labor structure option to pursue by October 2010 Nov. 2011 (S) Statute Recommendation (M) Management Recommendation
Sunset Issue #3: Rail Sunset Report Recommendation 3.1) Maintain a rail safety plan and regularly report to Board & TxDOT (S) Completion Target : May 2010 Status 9 3.3) Develop Bridge Plan (M) Sept 2010 3.4) Develop contract monitoring plan for major rail projects (M) 3.5) Develop a clear approach for planning and implementing future rail projects (M) 3.2) Hire a Rail Director (S) Sept 2010 Sept 2010 Fall 2010 (S) Statute Recommendation (M) Management Recommendation
Sunset Issue #4: Governance & Public Engagement Sunset Report Recommendation 4.2) Provide materials to Board members well in advance of meetings (M) Completion Target : May 2010 Status 9 4.1) Public Involvement Policy (S) Sept 2010 4.3) Advisory Committee Reporting Policy (M) 4.4) Evaluate size & composition of Access Advisory Committee (M) Sept 2010 Sept 2010 (S) Statute Recommendation (M) Management Recommendation
Next Steps Regular Board Updates Continue to implement recommendations Most finance recommendations will be addressed with the adoption of the FY 2011 Budget Community Progress Report- late September 2011 legislative session (January - May)