Completing the Picture Enhanced Service Performance Reporting 11/7/2019 Rider Experience & Operations Committee
ACTION REQUIRED TODAY | None PRESENTATION FOR: Information | Feedback | Discussion
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 3
Enhanced Service Performance Reporting Ridership & Rider Experience Efficiency Operations 4
Ridership & Efficiency
Ridership Year to date 2019 Boardings Total 36.3 M -0.3% System Year over year ST Express Link Sounder Tacoma Link 13.2 M 18.9 M 3.5 M 0.07 M 3.4% -4.1% 2.4% -0.5% Year over year Year over year Year over year Year over year 6
Average Weekday Boardings Trends 2018-2019 Sounder ST Express Sep 19 70 20 Sep 19 19 Thousands 65 Thousands 18 60 17 55 16 50 15 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2018 2019 2018 2019 Link Tacoma Link 90 4.0 Sep 19 Sep 19 Thousands Thousands 3.5 80 3.0 70 2.5 60 2.0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 7 2018 2019 2018 2019
Operations
On-time Performance Trends 2018-2019 Sep 19 ST Express Sounder Sep 19 90% 100% 85% Target 90% Target 80% 80% 75% 70% 70% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2018 2019 2018 2019 Link Tacoma Link Sep 19 Sep 19 100% 100% Target 90% 90% Target 80% 80% 70% 70% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 9 2018 2019 2018 2019
Rider Experience
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 11
Rider Expectations Clean Available Safe Informed Dependable I am confident I am comfortable I can conveniently I can expect to be that Sound Transit because all access Sound free from harm or will get me where I vehicles and Transit stations harassment while need to go as facilities on my and vehicles waiting at stations scheduled; delays trip are clean, well- without and on-board. won’t keep me lit and in good encountering from any of my working order. barriers. commitments.
I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order. Clean 2019 Customer Complaints Related to Vehicle Cleanliness Cleanliness Complaints 2019 YTD Total Complaints 0% Tacoma Link 4% Link 2% ST Express 4% Sounder 0 100 200 300 400 500 600 13
I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order. Clean 2019 Link Customer Comments Related to Station Cleanliness by Station 6 4 4 4 3 2 2 2 2 1 1 1 1 0 0 0 14
I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order. Clean 2019 Link Facilities Cleanliness Inspections Percent of Inspections Meeting Expectations University of Washington 18% 27% 55% Capitol Hill Station 67% 33% SeaTac/Airport Station 67% Poor Angle Lake Station 30% 70% Beacon Hill Station 50% 50% Marginal Tukwila Int'l Blvd Station 20% 70% 10% Adequate Othello Station 22% 78% Good Columbia City Station 11% 89% Mount Baker Station 55% 27% 18% Excellent SODO Station/E3 Bus Way 10% 80% 10% Rainier Beach Station 22% 67% 11% Stadium Station 10% 20% 70% 15
I am comfortable because all vehicles and facilities on my trip are clean, well-lit and in good working order. Clean 2019 YTD KCM Station Custodian Hours by Station 6,000 5,000 4,000 3,000 2,000 1,000 0 UW Capitol Stadium SODO Beacon Mount Columbia Othello Rainier Tukwila SeaTac Angle Hill Hill Baker City Beach Int'l Blvd Airport Lake 16
Safe Informed Available Clean Dependable I am comfortable because all Metric and Scheduled Availability vehicles and facilities on my trip Percent of Inspections Meeting Standard Now are clean, well-lit and in good Customer Complaints Related to working order. Now Cleanliness Customer Complaints Related to Now Cleanliness by Station Percent of Vehicles Deployed with Q2 2020 Routine Cleaning Completed Average Work Order Response Time Q2 2020
Thank you. soundtransit.org
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