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From page 79... ... 79 A P P E N D I X C Transit Agency Survey Results ESTABLISHING AND UPDATING TRANSIT SERVICE EVALUATION STANDARDS 1. Does your agency have service evaluation standards or guidelines? Read the entire page →
From page 80... ... 80 Transit Service Evaluation Standards No 15 37.5% Unsure 0 0.0% 5. Please describe what you changed in the update and how this was done. Read the entire page →
From page 81... ... Transit Agency Survey Results 81 Service standards are evaluated during each SRTP process. During the last SRTP the measures remained the same, however the goal changed. Read the entire page →
From page 82... ... 82 Transit Service Evaluation Standards CHALLENGES 6. Please characterize the following elements as major challenges, minor challenges, or not an issue in the development and use of service evaluation standards. Read the entire page →
From page 83... ... Transit Agency Survey Results 83 Overall recognition of importance of the measures and using the measures to manage the agency across departments. We had lots of data and little staff time. Read the entire page →
From page 84... ... 84 Transit Service Evaluation Standards Staff time to analyze multiple data points The primary challenge would be staff time to compile and analyze the necessary data. We have made investments in two ways to combat this. Read the entire page →
From page 85... ... Transit Agency Survey Results 85 Consensus. Not as much on the measure, but what is the purpose of the measure and then utilizing the measures to manage the business. Read the entire page →
From page 86... ... 86 Transit Service Evaluation Standards The primary challenge in the use of service evaluation standards is the need to provide adequate service coverage to important destinations and adhere to Title VI requirements. The agency conducts a Title VI evaluation for all major service change proposals and solicits customer input. Read the entire page →
From page 87... ... Transit Agency Survey Results 87 Not sure yet. We have worked on the updates over the past few years but are only rolling out to the public in 2018. Read the entire page →
From page 88... ... 88 Transit Service Evaluation Standards A uniform approach to evaluating the performance of the system and the ability to present the results with confidence. Performance monitoring: Results used decision-making Planners seeing which route in what period of the day perform the worst so a cut of service could be proposed. Read the entire page →
From page 89... ... Transit Agency Survey Results 89 Provides a framework for decision making (and rationale for decisions made) The current standards pose as neutral benefit in the fact that prior to this year, the measures had only been used internally. Read the entire page →
From page 90... ... 90 Transit Service Evaluation Standards Time-consuming to prepare and not be used. Trying to update the system as the areas of coverage have grown, along with the changing ADA guidelines. Read the entire page →
From page 91... ... Transit Agency Survey Results 91 The primary drawback of transit service evaluation standards comes when the data lead to politically incorrect or politically difficult decisions which, because of the application of transit service evaluation standards, are now documented. The complexity of the standards makes them difficult for planners to use when adjusting service levels (crowding/comfort, reliability) Read the entire page →
From page 92... ... 92 Transit Service Evaluation Standards When several routes bucked the usual trend and showed up as under-performing, we were immediately able to take corrective action. No examples Our service standards are somewhat ineffective since the board has been resistant to remove service from anyone regardless of how poor performing. Read the entire page →
From page 93... ... Transit Agency Survey Results 93 That the Board receive regular reporting on crowding. That report remains, and the members are increasingly interested to see how the service change (headways went from 6 min to 8 min) Read the entire page →
From page 94... ... 94 Transit Service Evaluation Standards That we find ways to ensure executives are aware that they exist. Changes in leadership at Board and executive level make this difficult. Read the entire page →
From page 95... ... Transit Agency Survey Results 95 standard. When the standards are revised, I'd like the standards required in the FTA service monitoring program to be closer to reality than aspirational. Read the entire page →
From page 96... ... 96 Transit Service Evaluation Standards 13. Please describe any "lessons learned" with regard to service evaluation standards that would benefit other transit agencies. Read the entire page →
From page 97... ... Transit Agency Survey Results 97 are met, do not be afraid to continue to set them higher and higher. The minimum acceptable standard will then follow as improvement is achieved. Read the entire page →
From page 98... ... 98 Transit Service Evaluation Standards adjusted. We had a line with poor boardings per vehicle service hour and identified it for cancellation. Read the entire page →
From page 99... ... Transit Agency Survey Results 99 report. And we should also what that means for customer travel time, and if we could, what we expect in terms of ridership impact. Read the entire page →
From page 100... ... 100 Transit Service Evaluation Standards 15. What manual data collection methods are used to collect data for performance measures? Read the entire page →
From page 101... ... Transit Agency Survey Results 101 It will be 100% in Feb 2018. Right now, it's about 60%. Read the entire page →
From page 102... ... 102 Transit Service Evaluation Standards 100% Approximately 50% contain APC units, 100% contain AVL units and 100% contain fareboxes. 100% 100% 100% All automated on buses. Read the entire page →
From page 103... ... Transit Agency Survey Results 103 Other (please specify) 8 17.8% Other includes: Performance data is collected down to the individual transaction/boarding/timepoint crossing, but is generally not analyzed at this level of granularity. Read the entire page →
From page 104... ... 104 Transit Service Evaluation Standards Crowding is reported to the Board quarterly based on model data. Monthly Data can be collected for anytime period needed for the analysis On a monthly basis; however, some data points more frequently. Read the entire page →
From page 105... ... Transit Agency Survey Results 105 Collected daily and summarized reported monthly Data is collected daily, reported internally daily, weekly, and monthly, and reported publicly monthly. Monthly Quarterly for some; annually for all Monthly Daily, monthly, quarterly, and annually Annual Quarterly (operator pick) Read the entire page →
From page 106... ... 106 Transit Service Evaluation Standards None Except for stop level data, all data is based on 100% sample. Depending on the need APC data for stops is either broken into average trips by day type and then aggregated across the trips for stops. Read the entire page →
From page 107... ... Transit Agency Survey Results 107 decline in late November and December is not indicative of poorer performance but rather of a known seasonal change. As a result, evaluations such as the route ranking model incorporate twelve months of data to effectively factor out the impacts of seasonality. Read the entire page →
From page 108... ... 108 Transit Service Evaluation Standards Spring or Fall timeframe is best time of year to collect ridership data. Other performance metrics are collected throughout the year. Read the entire page →
From page 109... ... Transit Agency Survey Results 109 Small agency => general manager We are a small transit system. So, it's done by a person. Read the entire page →
From page 110... ... 110 Transit Service Evaluation Standards 25. Has your agency received any protests in recent fixed-route bus service procurements? Read the entire page →
From page 111... ... Transit Agency Survey Results 111 Revenue hours 24 64.9% Passengers 1 2.7% Total vehicle miles 3 8.1% Total vehicle hours 3 8.1% Fuel costs reimbursed separately 7 18.9% Other (please specify) 16 43.2% Other includes: Both fuel and maintenance costs are "passed through" the contractor to our agency. Read the entire page →
From page 112... ... 112 Transit Service Evaluation Standards Fixed route is based on revenue hours; paratransit is based on per trip fee. Read the entire page →
From page 113... ... Transit Agency Survey Results 113 Other includes: Note: we did not include penalties with this contract: In our experience, proposers include potential penalties in their proposed cost so it increases the contract cost. FYI, per FTA, the term is now "contract deductions." 33. Read the entire page →
From page 114... ... 114 Transit Service Evaluation Standards Small stuff, $50 to $500 per occurrence for LDs, similar for incentive bonus No penalties up to 2% or the monthly contract can be earned in incentives. (They have been earning .75%) Read the entire page →
From page 115... ... Transit Agency Survey Results 115 Late Route Deviation Pickups: Passengers who have reserved trips will be picked up no more than 20 minutes after the promised time. Incentive = $1,500 per month if 98% or more of pickups are on time. Read the entire page →
From page 116... ... 116 Transit Service Evaluation Standards Maximum LDs assessed in first year is $500,000 . Cap increases 3% each year. Read the entire page →
From page 117... ... Transit Agency Survey Results 117 36. Who provides the buses under this contract? Read the entire page →
From page 118... ... 118 Transit Service Evaluation Standards Facility 1 14.3% Pensions 0 0.0% Other financial 1 14.3% Retention of records 2 28.6% General lack of cooperation between old and new contractor 3 42.9% Other (please specify) 1 14.3% Other includes: The transition to this new contractor has been challenging as the current provider has not provided all necessary documents in advance of the transition. Read the entire page →
From page 119... ... Transit Agency Survey Results 119 LABOR ISSUES 42. Has your agency experienced any labor issues related to contracting? Read the entire page →
From page 120... ... 120 Transit Service Evaluation Standards Some returned to work and the rest were fired and replaced. The NLRB upheld the position of the contractor. Read the entire page →
From page 121... ... Transit Agency Survey Results 121 47. Please check the areas that you monitor. Read the entire page →
From page 122... ... 122 Transit Service Evaluation Standards 48. Does your agency have a specific unit or specific staff members with the responsibility of monitoring the performance of fixed-route contracted services? Read the entire page →
From page 123... ... Transit Agency Survey Results 123 3 2 All 2.25 of us! We have introduced AVL/CAD and Paratransit Scheduling Software that greatly enhances the ability of our micro-staff to monitor contractor performance, but it's still an issue. Read the entire page →
From page 124... ... 124 Transit Service Evaluation Standards Poor 1 2.8% Very poor 0 0.0% Multiple contractors; depends on the contractor 1 2.8% 52. Who has responsibility for collecting operating data, including NTD data? Read the entire page →
From page 125... ... Transit Agency Survey Results 125 Other: As required by the FTA 54. Is the operating/NTD data publicly available? Read the entire page →
From page 126... ... 126 Transit Service Evaluation Standards Other (please specify) 12 40.0% Other includes: Monthly ridership reports provided to the MPO Operating statistics are provided in monthly reports to our board of directors. Read the entire page →
From page 127... ... Transit Agency Survey Results 127 Other includes: Usually via email/phone. The previous response needs explanation. Read the entire page →
From page 128... ... 128 Transit Service Evaluation Standards Monthly reporting by contractor received in a timely manner is a common problem with the current contractor. One of the ongoing challenges we have had that prompted support for entering into a new RFP for a new service provider. Read the entire page →
From page 129... ... Transit Agency Survey Results 129 Safety. Accidents are investigated and/or reviewed; unsafe actions are reported to the contractor and monitored for compliance. Read the entire page →
From page 130... ... 130 Transit Service Evaluation Standards Just hope all my responses got recorded. Had a hiccup with Survey Monkey 1/3rd way thru. Read the entire page →

From page 79...

... 79 A P P E N D I X C Transit Agency Survey Results ESTABLISHING AND UPDATING TRANSIT SERVICE EVALUATION STANDARDS 1. Does your agency have service evaluation standards or guidelines?