Performance Measures Year End 2017 -Updated-
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
Earn & Retain the Community s Trust 4 Performance Measures: Ridership Service Effectiveness (Passengers per Revenue Hour) Customer Security Public Outreach
Ridership 1,200,000 Fixed Route 2014 2015 2016 2017 1,100,000 1,000,000 900,000 800,000 700,000 600,000 500,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 = 11,324,434 2015 = 10,815,736 2016 = 10,261,789 2017 = 10,264,971 Goal: Sustain 2016 Ridership Level 2017 Year End Result: 0.03% Increase
Ridership 50,000 Paratransit 2014 2015 2016 2017 45,000 40,000 35,000 30,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 = 475,171 2015 = 464,449 2016 = 468,050 2017 = 477,010 Goal: 0.5% Increase over 2016 Ridership Year End Result: 1.9% Increase
Ridership 28,000 Vanpool 2014 2015 2016 2017 26,000 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 = 241,257 2015 = 246,331 2016 = 193,006 2017 = 178,457 Goal: Sustain 2016 Ridership Level Year End Result: 7.5% Decrease
Fixed Route Service Effectiveness 40.00 PASSENGERS PER REVENUE HOUR 2015 2016 2017 35.00 33.06 30.00 Goal 25.00 20.00 25.13 21.11 18.28 20.87 16.68 20.81 20.38 17.69 15.00 10.00 5.00 0.00 STA Urbanized Average Everett Transit Pierce Transit (Tacoma) Community Transit (Snohomish) King County Metro C-Tran (Vancouver) Kitsap (Bremerton) Ben Franklin (Richland) 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 0.00 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
Customer Security Fixed Route 2015 2016 2017 GOAL Personal Safety on Bus Driver Driving Safely 4.6 4.5 4.5 4.5 4.6 4.6 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 2015 2016 2017 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)
Community Perception Does STA do a good job of listening to the public? 2015 2016 2017 GOAL No Survey 3.74 3.75 Score 4.5 on a scale of 1-5
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 Goal 85 80 75 2017 Average = 92.3% 70 100 95 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Fixed Route 100% Automated Time Checks began May 2016 Paratransit - OTP 2015 2016 2017 Goal 90 85 80 75 2017 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% 60.0% 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 1,000 500 0 1092 993 389 2017 Abandon Rate = 9% 527 1081 1593 1327 2014 2015 2016 2017 1102 1093 Goal: < 4% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 705 566 713 11
Paratransit Reservations: 328-1552 Service Level: % of Calls Answered within 60 seconds Call Center Performance Goal: 90% 100.0% 2014 2015 2016 2017 90.0% 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 1,000 800 600 400 200 0 933 1193 2017 Abandon Rate = 3.5% 835 719 593 705 2014 2015 2016 2017 419 619 518 569 696 712 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
5.50 5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 4.82 4.85 4.80 2017 Overall 4.82% 2017 Goal Professional & Courteous Goal 4.5 Fixed Route Ride Along Paratransit Ride Along Customer Service Reservations/Security Admin & Mgmt
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
Vehicle Cleanliness 100.00% 2017 99.77% 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
Comment Rate Fixed Route 2016 2017 Goal 7.5 8.6 8.0 (per 100K passengers) Paratransit 8.2 8.3 8.0 (per 10K passengers)
Maintenance Reliability 2016 2017 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
Enable Organizational Success 3 Performance Measures: Training Rate Annual Employee Evaluations Governance
Training Rates 2016 2017 Goal Fixed Route Completed Completed 8 hours Advanced Training per Operator annually Paratransit Completed Completed 8 hours Advanced Training per Operator annually
Ride Checks/ Ride Alongs Fixed Route Paratransit 2016 2017 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
Maintenance Training 2017 Goal Maintenance Measured Annually 25 hours per employee per year
Managers/Supervisors/ Administrative Training 2017 Goal Managers / Supervisors/ Admin Measured Annually 100 % receive on-site or off-site training each year
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
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
Fixed Route Cost Efficiency $200.00 $180.00 UPDATED - COST PER REVENUE HOUR $167.03 $177.82 $166.93 2015 2016 2017 $171.46 $160.00 Objective $140.00 $120.00 $121.34 $152.60 $139.95 $138.04 $106.98 $100.00 $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
Demand Response Cost Efficiency $140.00 UPDATED - COST PER REVENUE HOUR $133.12 2015 2016 2017 $128.24 $129.65 $120.00 Objective $100.00 $116.47 $114.26 $96.64 $104.44 $108.93 $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
Cost Efficiency Rideshare Operating/Administrative Cost per Mile 2016 2017 $0.49 $0.51 Revenue per Mile $0.53 $0.53 % 104.8% 104.5% Goal: Recover 100% of Operating/Administrative costs
Fixed Route Cost Effectiveness $12.00 COST PER PASSENGER $10.63 2015 2016 2017 $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
Demand Response Cost Effectiveness $80.00 $70.00 UPDATED - COST PER PASSENGER $71.03 2015 2016 2017 $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
Percentage Percentage Cost Recovery from User Fees 24.0 23.0 Fixed Route 2014 2015 2016 2017 22.0 21.0 Goal = 20 20.0 19.0 18.0 17.0 16.0 18.5 19.0 18.9 17.2 17.5 17.5 16.9 17.2 15.0 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter 8.0 7.5 Paratransit 2014 2015 2016 2017 7.0 6.5 6.0 5.5 5.0 4.5 4.0 6.1 6.1 5.0 4.8 5.3 4.9 Goal = 5 4.5 4.8 3.5 3.0 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Maintenance Cost (Cost per Total Mile) 2016 2017 GOAL Fixed Route $1.19 $1.18 $1.28 Paratransit $1.01 $0.90 $0.91
Financial Management
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
Ensure Safety 2 Performance Measures: Preventable Accident Rate Injury Rate Workers Comp Time Loss Claims per 1,000 Hours
PREVENTABLE VEHICLE ACCIDENTS Fixed Route 2014 2015 2016 2017 Jan 3 4 0 7 Feb 4 1 3 4 Mar 6 1 0 2 Apr 3 5 5 5 May 2 4 6 4 Jun 5 5 9 3 Jul 2 2 2 6 Aug 8 2 3 5 Sep 6 3 6 4 Oct 5 2 5 5 Nov 3 5 1 6 Dec 1 3 1 4 Total Prev. Accidents 48 37 41 55 YTD PREVENTABLE ACCIDENTS PER 10,000 MILES 0.08 0.06 0.07 0.09 Goal: 0.08 per 10,000 miles 0.30 Preventable Accidents per 10,000 Miles 2014 2015 2016 2017 0.25 0.20 0.15 0.10 0.05 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
PREVENTABLE VEHICLE ACCIDENTS 2014 2015 2016 2017 Jan 2 2 2 2 Feb 0 0 2 2 Mar 2 0 1 5 Apr 2 2 2 0 May 1 0 0 2 Jun 2 1 2 1 Jul 1 0 2 3 Aug 1 2 0 2 Sep 0 1 0 0 Oct 1 1 1 1 Nov 2 1 3 1 Dec 1 2 1 1 Total Prev. Accidents 15 12 16 20 YTD PREVENTABLE ACCIDENTS PER 10,000 MILES Paratransit 0.11 0.09 0.12 0.15 Goal: 0.10 per 10,000 miles 0.50 0.45 0.40 0.35 0.30 0.25 0.20 0.15 0.10 0.05 Preventable Accidents per 10,000 Miles 2014 2015 2016 2017 0.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 37
Workers Compensation Time Loss Lost Time Days per 1,000 Hours 2016 2017 Goal Fixed Route 0.03 0.02 0.02 Paratransit 0.04 0.05 0.04 Maintenance 0.05 0.05 0.05
Workers Compensation Claims Claims per 1,000 Hours 2016 2017 Goal Fixed Route 0.04 0.06 0.05 Paratransit 0.09 0.10 0.08 Maintenance 0.09 0.07 0.09