LTC 576-2019 MYSTERY RIDER PROGRAM RESULTS FOR FY 201819 QUARTER 4MIAMI BEACH
OFFICE OF THE CITY MANAGER
LTC# 576-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members of
FROM: Jimmy L. Morales, City Manager
DATE: October 23, 2019
SUBJECT: Mystery Rider Program Results for Y 2018/19 Quarter 4
I am pleased to communicate the results of the Mystery Rider Program from FY 2018/19
quarter four (July 1 to September 30, 2019).
• Citywide Overall Rating: 1.23
• Reliability Rating Compared to Prior Fiscal Year Quarter: 7% Improvement
• Citywide Percent Assessments Meeting Target Customer Service: 99.3%
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). Our Citywide overall rating is 1.23,
with 98.9% of assessments meeting the target for customer service . Reliability improved
10% compared to the same quarter in the prior fiscal year.
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 4
Overall, the City · Mystery Rider Program in FY 2018/19 Quarter 4 was a 1.23, with 95.5% of
assessments scoring a 2.0 or better. This represents 13% and 4% 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 92.5% of stops
meeting the target; however, this is a 15% and 10% improvement compared to the
same quarter in the prior fiscal year. Currently there are approximately 285 bus
stops in the City with only 95 bus/trolley shelters. The new bus shelter design effort
is completed, and the City Commission approved issuing an RFP for installation,
operation and maintenance of new bus shelters on July 31, 2019. Proposals are
Four ( 4) bus shelter design styles will provide flexibility for installation at bus/trolley
stops based on right-of-way constraints and ridership. New bus shelter installation
anticipated to start in mid-2020. The Transportation Department and Sanitation
Department reviewed mystery rider data to identify trolley stops that receive low
scores due to unpleasant odor ( 1 0 stops south of 41 Street and 5 north of 41 Street)
and stops that score low due to litter ( 17 stops south of 41 Street and 5 north of 41
Street). As a result of the review, the Sanitation Department will now include those
stops in their daily scope of work.
• Reliability -Results show that trolley reliability scores improved compared to the
previous quarter, scoring 1.58 with 83.3% meeting the target of 2.0. This is a 5%
deterioration compared to the prior quarter. Recently approved Amendments No. 7
and No. 8 to the trolley agreement establish new on-time performance goal for all
trolley routes. Additionally, to improve reliability of the service, this amendments
approve addition of two more high-floor trolley vehicles, which are to only be used as
a spare vehicles 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.
Pos itive and Stable Areas
Customer Service -Results indicate an average score of 1.06 with 99 .3% meeting
the target of 2.0. This is a 15% and 2% improvement respectively from the same
quarte r in the prior fiscal year. 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 arid staff from Organizational Development
provided addit ional customer service training to help reinforce prior training
objectives and "Ambassador Style" custome r service requirements. Beginning in
quarter 4 of fiscal year 2018, staff has implemented an English proficiency standard
to ensure trolley operators are responsive to customer inquiries . Results indicate
100% 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 1.10 or
20% improvement when compared to the same quarter in the prior fiscal year. The
score indicates 98.6% 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 1.03 and
1.12, a 7% and 1% improvement respectively from the same quarter in the prior FY.
This reflects 99.8% 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 Progra m Score For All City of Marri Beach Troley Routes Cil:yv.ide
Ovoerall Millmi Bea ch T nmsit Index Score for Al l FYt5Jt6
Troller Routes by Factor-(Target-1.5) Q1 Q2 Q3 Q4
Overall 2 .14 2.09 2 .14 1.99
Stop Am en tties 3.33 2.99 3.13 2 .6 1
Re liabi li tv 2.22 253 2 .34 2 .25
App earanc:e!C lea nliness 2 .1 8 2.06 2 .05 1.98
Custo mer Serv ice 1.86 1.54 2.~ 2.04
Sa i!tv 1.&4 1.55
Maintenan ce I 2 .1 6 I 2.09 1.53
~-li)/1 1
-IIIli '
I(') I
II> ' I I
I
FY Average
2 .10
3.07
2 .30
2 .09
1.92
1.87 I
%Change
from prior FY
-13%
Overall Miani Be ach Mystry Rider Perce nt t--"-----,--'-'--+--....;...;.r"-----,r------r---,.----.------.-::-":':"""--,------;
Trolley Meeting Targe t of 2.0 by Factor
(Target 90%)
Score For CMB Trolleys & MDC South Beach local
'k
by factor, Agency & Time of Day(Target •1.5) FY Average FY IIIIer age
79.999 and be low
80.0-89.999
90.0-100
Next Quarter Assessments
Q1 Q2 Q3 FY Average
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 : Mark Taxis , Assistant City Manager
Susanne M . Torriente, Assistant City Manager
Jose R. Gonzalez, Transportation Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer
Attachme~
MT/SMT/L
~"(
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 (CL T (November 17, 2017) and SST (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)
• 0-15minutes
• 16-18 minutes
• 19-22 minutes
• 23-25 minutes
• 26-28 minutes
• More than 49 minutes or did not arrive
Vehicle and Driver Appearance I 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
Safety
• 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
• 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