Completing the Picture Enhanced Service Performance Reporting - - PowerPoint PPT Presentation

Completing the Picture

Enhanced Service Performance Reporting

11/7/2019 Rider Experience & Operations Committee

ACTION REQUIRED TODAY | None

PRESENTATION FOR: Information | Feedback | Discussion

3

Objectives for 2019

What we are working toward

• Become a data-driven organization making data informed,

proactive decisions

• Interactive sessions with REO to highlight performance
• Updated data visualization with clear, easy to understand

measurements

• Performance dashboard on soundtransit.org

4

Operations Ridership & Efficiency Rider Experience Enhanced Service Performance Reporting

Ridership & Efficiency

6

Year to date 2019 Boardings

Ridership

13.2M

ST Express Link Tacoma Link Sounder

Year over year

• 4.1%

18.9M

Year over year

3.5M

Year over year

0.07M

Year over year

• 0.5%

3.4% 2.4%

System Total 36.3M

Year over year

• 0.3%

7

Average Weekday Boardings Trends 2018-2019

15 16 17 18 19 20

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Thousands

Sounder

2018 2019 50 55 60 65 70

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Thousands

ST Express

2018 2019 60 70 80 90

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Thousands

Link

2018 2019 2.0 2.5 3.0 3.5 4.0

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Thousands

Tacoma Link

2018 2019

Sep 19 Sep 19 Sep 19 Sep 19

Operations

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On-time Performance Trends 2018-2019

70% 80% 90% 100%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Sounder

2018 2019 70% 75% 80% 85% 90%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

ST Express

2018 2019 70% 80% 90% 100%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Link

2018 2019 70% 80% 90% 100%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Tacoma Link

2018 2019

Sep 19 Sep 19 Sep 19 Sep 19 Target Target Target Target

Rider Experience

11

Metrics Development Approach

• In-depth presentations to build a shared understanding of metrics
• Review new data and visualization concepts with REO
• Iterate month to month based on interactive conversations
• Develop new metrics and targets

Presentation Schedule Clean Nov 2019 Informed Dec 2019 Metrics Review Jan 2020

Rider Expectations

Available Dependable Informed Safe Clean

I am confident that Sound Transit will get me where I need to go as scheduled; delays won’t keep me from any of my commitments. I am comfortable because all vehicles and facilities on my trip are clean, well- lit and in good working order. I can conveniently access Sound Transit stations and vehicles without encountering barriers. I can expect to be free from harm or harassment while waiting at stations and on-board.

13

2019 Customer Complaints Related to Vehicle Cleanliness

Clean

I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order.

100 200 300 400 500 600 Sounder ST Express Link Tacoma Link Cleanliness Complaints 2019 YTD Total Complaints

0% 4% 2% 4%

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2019 Link Customer Comments Related to Station Cleanliness by Station

Clean

I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order.

4 2 2 1 1 3 6 4 2 1 4 1 2

15

2019 Link Facilities Cleanliness Inspections

Percent of Inspections Meeting Expectations

Clean

I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order.

55% 10% 18% 50% 20% 22% 11% 27% 10% 22% 20% 27% 67% 67% 30% 50% 70% 78% 89% 18% 80% 67% 70% 55% 33% 70% 10% 10% 11% University of Washington Capitol Hill Station SeaTac/Airport Station Angle Lake Station Beacon Hill Station Tukwila Int'l Blvd Station Othello Station Columbia City Station Mount Baker Station SODO Station/E3 Bus Way Rainier Beach Station Stadium Station Poor Marginal Adequate Good Excellent

16

2019 YTD KCM Station Custodian Hours by Station

Clean

I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order.

1,000 2,000 3,000 4,000 5,000 6,000 UW Capitol Hill Stadium SODO Beacon Hill Mount Baker Columbia City Othello Rainier Beach Tukwila Int'l Blvd SeaTac Airport Angle Lake

Available Dependable Informed Clean

Metric and Scheduled Availability Percent of Inspections Meeting Standard

Now

Customer Complaints Related to Cleanliness

Now

Customer Complaints Related to Cleanliness by Station

Now

Percent of Vehicles Deployed with Routine Cleaning Completed

Q2 2020

Average Work Order Response Time

Q2 2020

I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order.

Safe

Thank you.

soundtransit.org