Transit Service Evaluation Standards (2019) / Chapter Skim
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Pages 54-61
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54 The purpose of this synthesis report is to explore issues and document effective practices in the development and application of performance measures, service evaluation standards, and data collection methods at North American transit agencies. Findings from the literature review, survey responses, and case examples identify and assess how performance metrics and standards are used throughout all levels of the organization to determine service delivery.
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Conclusions 55 • Adjusting service levels (by modifying or reallocating service, enabling cuts to low-demand routes, identifying opportunities for successful service improvements, or guiding a major redesign of the existing network) was the most successful action resulting from service evaluation.
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56 Transit Service Evaluation Standards Although each agency has specific concerns of its own, recurring themes emerge throughout the case examples, as summarized in the following paragraphs. • Develop a transparent, data-driven process that uses verified and understandable data.
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Conclusions 57 Indicatora Typical Criteria and Examples Productivity/Effectiveness Passengers per revenue hour (n = 13) By route type; fixed (20 corridor, 10 neighborhood)
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58 Transit Service Evaluation Standards • A transparent rationale for service changes and an objective, data-based framework for analysis are among the benefits of service evaluation standards. • Drawbacks of service evaluation standards include lack of buy-in by the board and others, an ongoing need for education, the appropriate balance between rigid application of standards and flexibility, and the complexity and time-consuming nature of the evaluation process.
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Conclusions 59 • Final thoughts from survey respondents stressed connections between standards and agency goals and between evaluation and action, consistency in how data are collected and analyzed, a transparent process, benchmarking, appropriate timeframes for presentation of information, and accountability to the standards. • Case examples provide details on procedures, challenges, lessons learned, and keys to success.
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60 Transit Service Evaluation Standards the importance of customer satisfaction among riders with disabilities? Individual agencies are exploring these issues, but an industry-wide effort could avoid re-inventing the wheel.
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Conclusions 61 perspective. How can the ease of transferring be best evaluated?
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