Key Performance Indicators (KPIs) Governance, Administration and - PowerPoint PPT Presentation

Key Performance Indicators (KPIs) Governance, Administration and Operations Committee Meeting August 15, 2016

KPIs • Ridership Productivity • Efficiency • Safety • Quality of Service • On Time Performance • Finance

Agency KPIs Set annually with Board approval SERVICES KPI CRITERIA MEASURED FY 2016 TARGET FY 2017 TARGET Ridership Productivity Bus Passengers per Greater than or equal to Greater than or equal to Bus Revenue Hour 23.8 22.1 Gross Cost per Less than or equal to Efficiency Bus & Paratransit Less than or equal to $7.17 $6.95 Revenue Mile Collisions per Bus, Paratransit & Safety Less than or equal to .55 Less than or equal to .55 Streetcar 100,000 Revenue Miles Complaints per Bus, Paratransit & Less than or equal to 13 Less than or equal to 11.5 Streetcar 100,000 Passengers Quality of Service Mean Distance Between Greater than or equal to Greater than or equal to Bus Maintenance Vehicle Failures 6,950 7,300 1 Minute Early to 5 Greater than or equal to Greater than or equal to On ‐ Time Performance Minutes Late at Scheduled Bus 77% 80% Timepoints Greater than or equal to Greater than or equal to .5% Growth of fund balance Finance: All .5% of previous year’s of previous year’s ending and fiscal sustainability ending fund balance fund balance

• FY2016 Target Ridership – Goal: Greater than or equal to 23.8 Bus Passengers Per Revenue Hour – YTD – 22.23 • FY2017 Target – Goal: Greater than or equal to 21.6 – Continue to monitor route productivity – True up of Schedules – Social Media Boosts

• FY2016 Target Safety – Less than or equal to .55 collisions per 100,000 Revenue Miles – All Modes – YTD (June) .576 – Praised by FDOT in Triennial Audit – Streetcar GTT -Opticom System Upgrades • FY2017 Target – Less than or equal to .55 collisions per 100,000 Revenue Miles - All Modes • Risk/Safety Comprehensive review of trends of accidents by hot spots, location, time of day, operator and by route • Opportunities for Operator awareness campaigns, retraining and accident reviews. • Route review

Complaints per 100,000 Passengers • FY2016 Target – Less than or equal to 13 per 100,000 passengers – Exceeded in FY2016 at 10.15 YTD • FY2017 Target – Reduced to Less than or equal to 11.5 per 100,000 passengers

Mean Distance Between Failures • FY2016 Target – Greater than or equal to 6,950 – Exceeded in YTD through July 2016 = 7,771 • FY 2017 Target – Increased to Greater than or equal to 7,300 • Paratransit data excluded

Investigation

Investigation FY2016 • Engines – Diesel Particulate Filters- Service Interruptions • Resulting in high back pressure, oil leaks and sensor failures – Coolant Systems- Fill Procedures and Equipment • Skill enhance training and bottom coolant fill equipment • Aging Fleet – Over 39% (76 buses) are past FTA life expectancy • Funding to support only 13 new buses (lowers number past FTA life expectancy to 33%)

Mitigation FY2016 Preventative Maintenance Program • Enhanced – New CNG fleet proactive progressive preventative maintenance to ensure additional requirements are completed New Fleet • – 13 replacement CNG vehicles – 13 MV-1 vehicles (Paratransit) Additional Maintenance Positions • – Maintenance Supervisors (Fleet and Facilities) – Mechanics Increased focus on vehicle condition • while being serviced nightly – Increase Mean Distance Between Failures

On Time Performance (OTP) • FY2016 Target – Goal: Greater than or equal to 77% • Exceeded in FY2016 – 81.50% • ‘True’ up of 31 route FY2016 – Use of APC and Orb-Cad data to determine more realistic or true schedules. • OTP FY2017 Target Raised to 80% – Continue to monitor route productivity – More involvement by dispatch and supervisors to monitor on-route trips

Finance KPI – Efficiency Goal • FY2016 Target – Gross cost per revenue mile less than or equal to $6.95. • YTD through June 2016 is $7.14 • Due to HART’s fiscal year-end books not closing until late fall we do not know at this time if we will achieve this goal. • FY2017 Target $7.17

Finance KPI – Fund Balance Growth • FY2016 Target – Greater than or equal to .5% of previous year’s ending fund balance. • Due to HART’s fiscal year-end books not closing until late fall we do not know at this time if we will achieve this goal. • FY2017 Target will stay the same

Other Properties • Benchmarks – MTA–Miami/Dade, MARTA, LYNX, PSTA • Ridership • Complaints • On-time performance • MDBF • Safety • Finance indicators *KPIs and criteria vary by agency

Staff Recommendations • Continue Voice of the Customer Satisfaction Program – Established FY16 – Capture, on an ongoing basis, satisfaction with our service – meeting and exceeding the needs of customers • Focus group of core staff to evaluate status of KPIs quarterly • Continue to define target resources, develop strategies to mitigate issues and deploy service improvement plan • Look at other customer satisfaction measures – Social media – Mobile apps – Website – Survey Responsiveness