Scorecard Key Performance Indicators 1 st Quarter 2013
NICE Bus Fixed Route
NICE Bus Fixed Route Definitions Scheduled Revenue Hours Full Trip Revenue Hours Lost Runs Missed Revenue Hours Lost Actual Hours of Revenue Generating Service Service Miles Scheduled Full Trip Revenue Miles Lost Runs Missed Revenue Miles Lost In Service Miles Operated by the System Overall Overall Fixed Route Cost Fixed Cost Fare Revenues Net Promoter Score Customer Satisfaction Scores time when a vehicle is available to the general public and there is an expectation of carrying passengers time lost due to the loss of a full trip time lost due to a run not leaving the depot as scheduled scheduled revenue hours less full trip revenue hours and runs missed revenue hours distance when a vehicle is available to the general public and there is an expectation of carrying passengers miles not traveled due to the loss of a full trip miles not traveled due to a run not leaving the depot as scheduled service miles scheduled less full trip and runs missed revenue miles lost variable cost plus allocation of fixed cost 75% allocated to fixed route; fixed route revenue hours/total revenue hours all income received directly from passengers, paid either in cash or through pre-paid tickets results of survey question "would you recommend this product?"; respondents rated answers 0-10; [(9s+10s)-(0s through 6s)]/total respondents, expressed as a percentage results of respective survey questions; respondents rated answers 0-10; expressed as "top 4" box score, sum of respondents who rated item 7,8,9,10, expressed as percent
Key Performance Indicators NICE Bus Fixed Route Services Normalized 3 Financial Q112 Q113 % CHANGE Revenue Hours Scheduled Revenue Hours 208,869 184,701-11.6% Extra Jones Beach Service Hours 0.00 0.00 Full Trip Revenue Hours Lost 147.53 30.43-79.4% Runs Missed Revenue Hours Lost 1.68 55.51 3 2 3204.2% Actual Hours of Revenue Generating Service Operated 208,720 184,615-11.5% Service Miles Operated Service Miles Scheduled 2,483,716 2,254,627-9.2% Extra Jones Beach Service Miles 0.00 0.00 Full Trip Revenue Miles Lost 2,204.39 428.19-80.6% Runs Missed Revenue Miles Lost 24.86 677.22 3 2 2624.1% In Service Miles Operated by the System Overall 2,481,487 2,253,521-9.2% Cost/Mile Overall Fixed Route Cost (variable plus allocation of fixed) $24,116,003 $23,186,858-3.9% Total Service Miles 2,481,354 2,253,521-9.2% Overall Fixed Route Cost divided by Total Service Miles $9.72 $10.29 5.9% Revenue/Mile Fare Revenue $9,715,611 $10,063,062 3.6% Contract Revenue (CBS) 1 $75,000 $166,427 121.9% Total Service Miles 2,481,354 2,253,521-9.2% Fare and Contract Revenue divided by Total Service Miles $3.95 $4.54 15.0% Cost Recovery Overall Fixed Route Cost (variable plus allocation of fixed) $24,116,003 $23,186,858-3.9% Fare Revenue $9,715,611 $10,063,062 3.6% Contract Revenue (CBS) 1 $75,000 $166,427 121.9% Proportion of Cost Offset by Non-Subsidy Revenue (Revenue/Cost) 41% 44% 8.7% % Miles at 100% Recovery There are no routes at 100% recovery at this time 3
Key Performance Indicators NICE Bus Fixed Route Services Customer Q112 Q113 % CHANGE Calls Answered Ratio Calls Answered 22,062 21,060-4.5% Calls Presented 23,845 24,069 0.9% Calls Answered / Calls Presented 93% 87% -5.4% Pass - Ups On - Time % Not available - AVL's inoperable N/A 950 Customer Satisfaction Score Overall Satisfaction 47% 29% Bus Cleanliness 48% 18% Stop Cleanliness 49% 23% On-Time Perception 42% 29% Quality Missed Trips Trips not Dispatched within ten min of Scheduled Time 1 0 Mechanical breakdowns Breakdowns disrupting service more than 5min 531 334-37.1% Days 91 90-1.1% Average Number of Mechanical Failures per Day 5.84 3.71-36.4% Accidents/100,000mi Accidents 31 42 35.5% Service Miles 2,481,354 2,253,521-9.2% # of chargeable/preventable accidents occurring every 100,000 service miles 1.25 1.86 49.2% Operating Days Weekdays 62 62 0 Saturdays 14 14 0 Sundays 14 14 0 1 Includes HTC newsstand and oil recycle program for 2013 figures only 2 Nor Easter snowstorm 02/09/2013 3 Numbers have been adjusted down by 1 weekday to reflect equal operating days 3
ABLE RIDE Paratransit Services
ABLE RIDE Paratransit Services Definitions Service Hours Service Miles Overall Able-Ride Cost Fixed Cost Fare Revenues Total Customers Total Pick-ups Total Trips No-Shows Cancellations Net Promoter Score Customer Satisfaction Scores total service hours that are operated in response to customer requests total number of miles traveled by Able-Ride vehicles when transporting passengers variable cost plus the allocation of fixed cost 25% allocated to Able-Ride; Able-Ride revenue hours/total revenue hours all income received directly from passengers, paid either in cash or through pre-paid tickets number of paying passengers traveling on Able-Ride vehicles; does not include aides number of stops made to pick up passengers number of trips from driver manifests customer fails to cancel ahead of time and does not show up for appointment customer cancels appointment less advance cancellations results of survey question "would you recommend this product?"; respondents rated answers 0-10; [(9s+10s)-(0s through 6s)]/total respondents, expressed as a percentage results of respective survey questions; respondents rated answers 0-10; expressed as "top 4" box score, sum of respondents who rated item 7,8,9,10, expressed as percent
Key Performance Indicators ABLE RIDE Paratransit Services Financial Q112 Q113 % CHANGE Service Hours Hours of service operated in response to customer requests 63,637 59,554 Service Miles Operated In-service miles operated by Able-Ride vehicles 713,915 685,725-3.9% Cost/Mile Overall Able-Ride Cost (variable plus allocation of fixed) $5,291,257 $5,067,001-4.2% Total Service Miles 713,915 685,725-3.9% Overall Able-Ride Cost / Total Service Miles $7.41 $7.39-0.3% Revenue/Mile Fare & Contract Revenue $354,967 $242,712-31.6% Total Service Miles 713,915 685,725-3.9% Farebox and Contract Revenue / Total Service Miles $0.50 $0.35-28.8% Productivity Total Customers 93,036 86,644-6.9% Total Service Hours 63,637 59,554-6.4% Customers per Service Hour 1.46 1.45-0.5% Customers per Trip 1.24 1.23-0.9% Cost Recovery Overall Able-Ride Cost (variable plus allocation of fixed) $5,291,257 $5,067,001-4.2% Fare & Contract Revenue $354,967 $242,712 1 2 2-6.4% -31.6% Proportion of cost offset by non-subsidy revenue 7% 5% -28.6%
Key Performance Indicators ABLE RIDE Paratransit Services Customer Q112 Q113 % CHANGE Calls Answered Ratio Calls Answered 41,765 54,430 30.3% Calls Presented 55,856 58,364 4.5% Calls Answered / Calls Presented 75% 93% 24.7% On-Time % Pick ups on time 62,756 59,980 Total Pick ups 77,325 73,418 On-Time Pick Ups / Total Pick Ups 81% 82% 0.7% Customer Satisfaction Scores (see Appendix) Net Promoter Score 78% 88% Bus Cleanliness 87% 94% Driver Courtesy 94% 93% On-Time Perception 78% 59% Quality No - Shows # no - show's 1,752 2,557 45.9% Total Trips 75,192 70,645-6.0% % No - Shows 2.33% 3.62% 55.3% Cancellations # cancellations 3,582 2,348-34.5% Total Trips 75,192 70,645-6.0% % Cancellations 4.76% 3.32% -30.2% Mechanical Breakdowns Breakdowns disrupting service more than 5min 15 64 326.7% Days 91 90 Mechanical Breakdowns/Day 0.16 0.71 331.4% Accidents/100,000mi Accidents 11 3-72.7% Service Miles 713,915 685,725-3.9% # of chargeable/preventable accidents occurring every 100,000 service miles 1.54 0.44-71.6% Operating Days Weekdays 63 62 1 Saturdays 14 14 0 Sundays 14 14 0 1 Nor Easter Snowstorm 02/09/2013 & avg temps below normal 2 Higher ticket sales in 2012 due to transfer from MTA to NICE