LTC 269-2019 Mystery Rider Program Results for FY 2018/19 Quarter 2 MIAMI3EACH
OFFICE OF THE CITY MANAGER
LTC # 269-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members of e City Co ission
FROM Jimmy L. Morales, City Manager
DATE: May 7, 2019
SUBJECT: Mystery Rider Program Results for F 2018/19 Quarter 2
The purpose of this Letter to Commission is to communicate the results of the Mystery Rider
Program from FY 2018/19 Quarter 2 (January 1 to March 31, 2019).
Key Q2 Metrics:
• Citywide Overall Rating: 1.28
• Reliability Rating Compared to Prior Fiscal Year Quarter: 2% Improvement
• Citywide Percent Assessments Meeting Target Customer Service: 96.6%
The collection of data began in FY 2015 via paper for Alton-West Loop (discontinued on
November 18, 2017) and North Beach Loop; however, was automated at the beginning of
FY 2016. The automation has allowed us to merge the data and provide program results.
We are working with the Transportation Department to identify areas for improvement, and
have monitored through FY 2019 with a quarterly Letter to Commission beginning in FY
2017.
Background
The Mystery Rider Program is an objective measurement of performance ranging from 1.0
(Very Well Maintained) to 6.0 (Not Maintained) and includes assessments for bus/trolley
stop amenities, reliability, cleanliness and interior/exterior vehicle appearance, customer
service, safety, and vehicle maintenance (See attached).
The results of the assessments are used to monitor the impacts of recently implemented
initiatives to target areas for future improvements, and assure the quality of services.
Quarterly sample sizes are set to ensure no greater than ± 5.0 percentage point sampling
error given the 95% confidence level.
Summary of the Mystery Rider Results (Trolley only) FY 2018/19 Quarter 2
Overall, the City Mystery Rider Program in FY 2018/19 Quarter 2 was a 1.28, with 95.1% of
assessments scoring a 2.0 or better. This represents 23% and 14% improvement
respectively when compared to the same quarter in the prior FY. Staff continues to use real-
time alerts for low scoring areas which enables for improved response times in connection to
all criteria.
Areas of Focus
• Stop Amenities — Stop amenities is a lower scoring area at 1.53 and 92.0% of stops
meeting the target; however, this is a 39% and 27% improvement compared to the
same quarter in the prior FY. FY18 average for this criterion was a 2.23. Currently
there are 300 bus stops in the City with only 95 bus/trolley shelters. Staff anticipates
finalizing new bus shelter design efforts within Q3 of this FY. Four (4) bus shelter
design styles are being developed to provide flexibility for installation at bus/trolley
stops based on right-of-way constraints and ridership. Once the design is completed
the staff will procure new contracts for installation, operation and maintenance of
new bus shelters. In the meanwhile, the Transportation Department is working
closely with Clear Channel on replacement of deteriorated benches and repair or
replacement of damaged elements of the existing bus shelters. Transportation
Department continues to evaluate current stops without a shelter to determine if a
trash receptacle or bench can be installed or if existing amenities need replacement.
Transportation and Sanitation continue to discuss best approach to address limited
service levels for stops located in residential and commercial non-entertainment
areas. Data review is underway to identify hot spots. Sanitation will adjust manual
cleaning routes to include trolley stop service within existing service areas. Areas
outside service routes will be reviewed for other options. Transportation will develop
a report of stop utilization to overlay service levels in commercial entertainment,
commercial non-entertainment, and residential areas.
• Reliability - Results show that trolley reliability scores declined compared to the
previous quarter, scoring 1.62 with 84.9% meeting the target of 2.0. This is a 5% and
3% deterioration compared to the prior quarter however, this is a 2% and 14%
improvement from the same quarter in the prior FY. On January'16, 2019, the City
Commission approved Amendment No. 7 to the trolley agreement. From the
reliability standpoint, this amendment establishes new on-time performance goal for
all trolley routes. Additionally, to improve reliability of the service, this amendment
approves addition of one more high-floor trolley vehicle, which will only be used as a
spare vehicle when needed (i.e. to replace a trolley that is taken out of service for
maintenance/repair reasons), thus not increasing the number of vehicles in operation
and the City's annual operations and maintenance cost of the City's trolley service.
Positive and Stable Areas
Customer Service — Results indicate an average score of 1.24 with 96.6% meeting
the target of 2.0. This is a 24% and 11% improvement respectively from the same
quarter in the prior FY. The Transportation Department continues to work with the
trolley contractor to support the delivery of excellent customer service that align to
the City's Service Excellence Standards and staff from Organizational Development
will provide additional customer service training to help reinforce prior training
objectives and "Ambassador Style" customer service requirements. Beginning in Q4
of FY18, staff has implemented an English proficiency standard to ensure trolley
operators are responsive to customer inquiries. Results indicate 96% of
assessments reflect driver proficiency in English. Transportation is working with the
contractor to address any deficiencies in this area.
• Vehicle Appearance/Cleanliness - Scores in this area remained stable at 1.06 or
32% improvement when compared to the same quarter in the prior FY. The score
indicates 98.8% of assessments are meeting the target. Staff continues to require
submittal of weekly vehicle cleaning log by the operator. Staff will continue to monitor
this factor, and work closely with the service provider to ensure ongoing high
performance.
• Safety and Maintenance - Safety and maintenance remained stable at 1.09 and
1.11, a 12% and 20% improvement respectively from the same quarter in the prior
FY. Maintenance scores also improved to 1.10 when compared to the prior quarter.
This reflects 97.7% and 99.3% respectively meeting the target. Transportation
Department staff continues to work closely with the service provider to ensure trolley
drivers are following all traffic rules and regulations.
Mystery Rider Program Score For A4 City of Muni Beach Trolley Routes Cityeide
Overall Miarri Beach Transit Index Score for FY15116
All Trolley Routes by Factor(Target=1.5) 01 02 03 04 FY Average
Overall 2.14 e 209 ' 2.14 ' 1.99 210
Stop Amenities 3.33 2.99 3.13 261 307
Reliadity 222 253 2.34 225 230 '
FhcvaranceiCleanl'ness 2.18 2.06 205 198 2.09
Customer Service 186 154 2.36 204 192
Safety ® 1.64 1.55
Maintenance 2.16 209 1.53 1.87 !,
FY16117 FY17118 FY18119
Overall Miami Beach Transit Index Scorefor %Change 56 Change %Change from
All Trolley Routes by Factor(Target=l.5) 01 02 03 Q4 FY Average 01 02 03 04 FY Average 01 02 from prior qtr from priorFY base year ON
qtr
1
Overall 206 1.31 1.76 1.87 182 1.82 1.66 I 1.54 2% r -23'',
Stop Amenities 2.66 246 267 2.75 266 289 2.50 2.10 1.80 2.23 -1 58 1.53 4% r a9% F
Rdiaditv 2.11 198 1.96 2.13 192 2.29 166 1.67 1.77 1.54 1.54 1.62 5% a -2% ' -36%
Appeaance'CleanYness 2.26 209 1.91 1.99 2.01 2.04 1.56 1.58 5% ' -32% C -49%
Customer Service 2.14 186 1.52 1.76 1.72 1.56 1.63 1.;STL__I.;}___.I_I;!.f,�-_I-!_ •1% y -24% r -19%
Safi 162 % 4% -12% -17%
Maintenance 1.59 I_. - .1.`j- .1-----1''''71.1 i 1% -20% -47%
Overall Miami Beach Mystry Rider Percent FY15116
Trolley Meeting Target of 2.0 by Factor 01 02 03 04 FY Average
Overall 64.0% 69.9% 682% 758% 69.5%
Stop Amenities 395% 54.9% 51.1% 64.0% 524%
Rdiadllty 68.4% 622% 66.2% 66.9% ' 659%
AppearanceiCleanliness 64.4% 66.3% 71.4% 780% 1 700%
Customer Service 730% 64.9% 787% ' 77.2%
Safety 87.0%
Maintenance 87.3% MGM
Overall Miami Beach Mystry Rider Percent FY16/11 fY17118 FY18119
%Change
Trolley Meeting Target of 2.0 by Factor 01 02 03 04 FY Average 01 02 03 04 FY Average 01 02 %Change from prior FY %Change from,
(Target 90%) from prior qtr N base year 0h'
9
Overall 696% 74.2% 77.4% 75.0% 74.1% 76.1% 83.6% 88.5% MN 853% c -1% x r 49%
Stop Amenities 55.9% 62.0% 64-1% 643% 616% 10.0°/ 72.6% 79.1% 84.2% 777% s r 27% 132%
Reladity 702% 718% 76.2% 709% 1 723% 68.9% 74.4% 82.6% 76.2% 77.1% 87.4% 849% - C 14% ' 28%
Appearance/Cleanliness 65.8% 703% 74.6% 720% ' 70.7% 68.4% 88.4% 87.6% C 12% ' 55%
Customer Service 76.9% 79.7% 87.3% 76.2% 800% 82.2% I'5 11% C 31%
el 972% 989% 969% �F'. -2% 3% 1%
Antenxice 0% 5% 14%
M10-15 7e.77a sa tem
15120 8008997
21-.0 -W.0-100
F916117 FY17/18 F918119
Score For CMB Trolleys 8 MDC South Beach Local 96 Change %Change
by Factor.Agency&Time of D ay(Target.1.5) C11 Q2 03 04 FY Average C1 02 03 04 FY Average D1 02 9'o Change from prior FY from base year
from prior qtr qtr SIr
Slop Amenities i
CMB-TinedDay
(8am-4pm) 2.70 2.29 2.36 2.43 2.43 2.50 242 225 2.06 2.32 1.71 1.75 2% ' -28' ' -43%
(4om-12am1 264 2.34 2.41 251 2.44 229 235 2.05 180 2.16 -3% C -39% C -50%
MDC-7-ime d Day
(8.3m-4pm) 3.08 3.25 3.23 3.26 e 3.21 3.25
(4pm-12am) 3.02 3.23 3.66 3.46 3.38 3.75
Reliability
CMB-Tine d Day
(80-4pm) 205 249 2.08 209 2.18 2.58 1.72 1.83 1.86 1.99 -1% r -23% C -47%
(4pm-12am) 225 227 219 269 2.37 2.96 1.93 1.66 1.83 2.21 1.82 32% r 3°/ C -301
MDC-Tend Day
(8am-4pn) 2.51 2.51 2.14 1.98 224 1.77
(4pm-12am) 2.21 2.02 1.96 1.80 2.00 1.65
Appearance
CMB-Tined Day
8am4pnl 229 223 1.77 205 204 253 1.72 1.65 1.81 38%
r -20% a -33%
(4pm-12am) 226 2.39 205 1.83 2.10 200 1.72 1.56 1.71 7% -38% a 48%
MDC-Tine d Day
(8am-4pm) 196 2.12 2.03 1.99 2.02 216
(49m-12am) 2.11 2.15 225 2.21 2.19 2.50
Customer Service
CMB-Time d Day
(8a81-4P81) 205 2.22 2.13 1.84 192 1.79 1.62 38% r -21% C 3e/
(4pm-12am) 2.36 2.23 1.76 1.99 2.02 168 2.11 1,51 1.60 1.55 -31% ' -49% ' -36%
MDC-Tine d Day
(8am-4pm) _
(4pm-12am) 1.76 160 1.51 1.54
Safety
CM&Time o'Da
(8am-4p1) 1.66 LJ-; 1 III 1 I: 29% 3% -6%
12am 1.60 I I.-1:1 I L60 1 I. -24% -324 -19%
MDC-Time d Dav
(801-4fell
(4pm-12am) 1.69
Maintenance
CM&Tine dDa
(8am-0pn) 1.58 ' I 1 1 IA I 1,1.1 LI -4% -10% -48%
-12am 1.64 II, 1 1.14 1 1.1.1 II., -5% -10% -45%
MDC-lime dDay
(8am-4(n) 1.52 1.76 1.54 1.91
(44m-12am) 1.65 1.71 1.80 1.70 1.72 1.90
_1.04.4999
1.51.999
2.040
79.999 and below
80.099.999
Next Quarter Assessments
City part-time staff is conducting assessments every quarter. Additionally, residents are
always welcome to participate. If you or any member of your staff is interested in
participating in the City's Mystery Rider Program, please contact Dr. Leslie Rosenfeld with
Organization Development Performance Initiatives at extension 6923.
If you have any further questions, please feel free to contact me.
c: Kathie G. Brook, Assistant City Manager
Susanne Torriente, Assistant City Manager
Jose R. Gonzalez, Transportation Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer
Attachment
KGB/P4' -
Criteria for each area are listed below:
Stop Amenities
Bus/Trolley stop in acceptable condition
• Signage firm in the ground (not lose or fallen)
• No litter around stop, bench or shelter
• Visually clear with no signs of graffiti or stickers
• No gum, sticky material or stain on stop, bench or shelter
• Location free of unpleasant odors
• Stop well illuminated at night or located in a visible area
Bus Trolley stop had the following features
• Bench
• Concrete pad
• Bus shelter
• Signage
• Trash receptacle
Signage provided sufficient information about the bus/trolley route
• Name of the route
• Hours of operation
• Stop ID number
• Map of the route
• Website listed (for additional information)
• Telephone listed (for additional information)
Reliability
Headway between vehicles (CLT (November 17, 2017) and SBT (January 22, 2018))
• 0-20 minutes
• 21-25 minutes
• 26-31 minutes
• 32-27 minutes
• 38-45 minutes
• More than 45 minutes or did not arrive
Headway between vehicles (NBT, MBT)
• 0-15 minutes
• 16-18 minutes
• 19-22 minutes
• 23-25 minutes
• 26-28 minutes
• More than 49 minutes or did not arrive
Vehicle and Driver Appearance/Vehicle Cleanliness Interior and Exterior
Exterior appearance of the vehicle
• Paint/colors looked noticeable/crisp
• No dust on body of vehicle
• Applicable branding observed
• No body defects on vehicle
• LED signs (digital destination signs) functional and providing accurate
info
• Text on vehicle readable
Driver's appearance acceptable
• Uniform
• Name tag or badge
• Hair/beard trimmed and neat
• Shirt tucked in
• Odor unnoticeable/acceptable
• Closed toe shoes
Interior of vehicle clean condition
• No litter on floor or seats
• No dust or deterioration visible on window interiors
• No pests observed
• No unpleasant odor(trash, urine, defecation)
• No graffiti
• Garbage disposal available
Customer Service
• Greeted with a smile
• Responded to customer in a courteous manner
• Assistance provided upon request or not assistance requested
• Driver announced major intersections or automated stop announcers
functional
• Bus not left unattended (except to assist disabled passengers)
• Driver did not argue with passengers
Safety
• No abrupt stops more than one time
• Waited for passengers to be secured behind yellow line before
moving
• Obeyed traffic laws
• Not eating or drinking while driving
• Not using a cell phone while driving
• No personal belongings obstructing the visual of roadway or the
operation of the vehicle controls
Vehicle Maintenance
• Acceptable inside temperature
• Functional seat
• Functional interior lighting
• No mechanical issues noticed
• No visibly loose or broken interior items
• No visibly loose of broken exterior item