LTC 526-2017 Mystery Rider Program Results for FY 2016_17 QUARTEMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 526-2017
LETTER TO COMMISSION
TO: Mayor Philip Levine and Members of the Citymis
FROM: Jimmy L. Morales, City Manager
DATE: October 31, 2017
SUBJECT: Mystery Rider Program Results for FY 2016/17 Quarter 4
The purpose of this Letter to Commission is to communicate the results of the newly
developed Mystery Rider Program from FY 2016/17 Quarter 4 (July 1 to September 30,
2017).
The collection of data began in FY 2015 via paper for Alton -West Loop 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. The Middle Beach Loop and Collins Link
commenced service on November 22, 2016 and December 22, 2016, respectively. Both
routes were added to Mystery Rider Program effort in FY 2017 Quarter 2. We are working
with the Transportation Department to identify areas for improvement, and have monitored
through FY 2017, 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 appearance, customer service,
safety, and 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 2016/17 Quarter 4
Overall, the City Mystery Rider Program (Trolley only) in FY 2016/17 Quarter 34 was a 1.87,
with 75.0% of assessments scoring a 2.0 or better. This represents 6% improvement when
compared to the same quarter in the prior FY. Staff has incorporated real-time alerts for low
scoring areas which enables for improved response times in connection to all criteria.
Areas of Focus (Trolley only)
• Amenities — Stop amenities is a low scoring area at 2.75 and 64.3% of stops
meeting the target. A contract for a design of new bus shelters was executed on July
19, 2017. Design effort has started as of October 2017 and is expected to be
completed within a year. This effort accounts for four (4) bus shelter design styles to
provide flexibility for installation at bus/trolley stops based on right-of-way constraints
and ridership. Currently there are 354 bus stops in the City with only 104 bus/trolley
shelters. Transportation Department is working closely with Clear Channel on
replacement of deteriorated benches, installation of new 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.
During FY 2017 approximately 15 new benches and a dozen of trash receptacles
were installed.
• Reliability - Results show that trolley reliability scores deteriorated compared to the
previous quarter, scoring 2.13 with 70.9% meeting the target of 2.0. This is a 9%
deterioration from the prior quarter, but a 5% improvement from the same quarter in
the prior FY. Transportation Department staff is developing a transit service
performance dashboard to help monitor reliability of the trolley service.
• Appearance/Cleanliness — Scores in this area deteriorated by 4.0% when
compared to the previous quarter and remained stable when compared the same
quarter in the prior FY. The score of 1.99 indicates 72.0% of assessments meeting
the target. Staff is requiring 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 improved performance in the future.
Positive and Stable Areas
• Customer Service — Results indicate an average score of 1.76 with 76.2% meeting
the target of 2.0. This is a 14.0% improvement from the same quarter in the prior
Fiscal Year. The Transportation Department will continue to work with the trolley
contractor to support the delivery of excellent customer service that aligns to the
City's Service Excellence Standards.
• Safety — Safety deteriorated to 1.27, a 7% decline from the prior quarter, but 18%
improvement from the same quarter in the prior FY. 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 All Ci v of Miami Beach Trolley Routes Citywide
Overall Miami Beach Transit Index Score for
.,.% j%glley,Ro tee y, aptpr (Target=1.5)
FY15/16
Q1
Q2
Q3
04
FY Average
Overall
2.14
' 2.09
2.14
' 1.99
2.10
Stop Amenities
3.33
2.99
3.13
2.61
3.07
Reliability
2.22
2.53
2.34
2.25
2.30
Appearance/Cleanliness
2.18
2.06
2.05
1.98
2.09
Customer Service
1.86
1.54
2.36
2.04
1.92
Safety
1.64
1.55
1.87
Maintenance
2.16
2.09
I
1.53
Overall Miami Beach Transit Index Score for
All Trolley Routes by Factor (Target=1.5)
FY16117
01
Q2
Q3
Q4
FY Average
% Change
from prior qtr
% Change
from prior FY
qtr
% Change
from base
year Qtr:
Overall
2.06
1.81
1.76
1.87
1.82
' 6%
-6%
' -6%
Stop Amenities
2.66
2.46
2.67
2.75
2.66
••
3%
' 5%
5%
Reliability
2.11
1.98
1.96
2.13
1.92
' 9%
' -5%
' -5%
Appearance/Cleanliness
2.26
2.09
1.91
1.99
2.01
,
4%
' 1%
' 1%
Customer Service
2.14
1.86
1.52
1.76
1.72
16%
' -14%
-14%
Safety
1.62
1
I '��i
I. H
1241
2/
1.34
7%
•1
' -18%
•
-18%
Maintenance
1.59
5%
' -12%
' -12%
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target. of 2.0 by Factor
FY15/16 `.
Q1
Q2
Q3
Q4
FY Average
Overall
64.0%
69.9%
68.2%
75.8%
69.5%
Stop Amenities
39.5%
54.9%
51.1%
64.0%
52.4%
Reliability
68.4%
62.2%
66.2%
66.9%
65.9%
Appearance/Cleanliness
64.4%
66.3%
71.4%
78.0%
70.0%
Customer Service
73.0%
'rt z7,
64.9%
78.7%
92.9%
1 93./"..
77.2%
11:15%,
111)
Safety1107,
87.3%
85.6%
87 0%
96. l%
Maintenance
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
(Target 90%)
FY16/17
Q1
02
03
04
FY Average
% Change
from prior. qtr
.1wss,_..Qtr..,,
%Change
from prior FY
'y -1%
%Change
from base
year Qtru....
' -1%
Overall
69.6%
74.2%
77.4%
75.0%
' 74 1%
-3%
Stop Amenities
55.9%
62.0%
64.1 %
64.3%
61.6%' 0%
0%
' 0%
Reliability
70.2%
71.8%
76.2%
70.9%
72.3% ' -7%
' 6%
' 6%
Appearance/Cleanliness
65.8%
70.3%
74.6%
72.0%
70.7% ' -3%
' -8%
' -8%
Customer Service
76.9%
79.7%
87.3%
76.2%
80.0% -13%
-3%
-3%
Safety
0/.:104
1)6.9%
91. I%
98.04,
-1%
3%
3%
Maintenance
1%
5%
' 5%
1s1-2.0
2.1-6.0
79 999 and below
30 0-89 999
900.100
Score For CMB Trolleys & MDC South Beach Local
by Factor, Agency & Time of Day (Target =1.5)
FY16117
01
Q2
03
Q4
FY Average
% Change
from prior
qtr
% Change
from prior
FY qtr
% Change
from base
year Qtr
Stop Amenities
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.70
2.29
2.36
2.43
2.43
3%
-2%
-2%
2.64
2.34
2.41
2.51
2.44 .,'
4%
' -11%
-11%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
3.08
3.25
3.23
3.26
' 3.21
' 1%
' 2%
2%
3.02
3.23
3.66
3.46
3.38
' -5%
' -7%
-7%
Reliability
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.05
2.49
2.08
2.09
2.16 y
0%
-11%
-11%
2.26
2.27
2.19
2.69
2.37
' 23%
I. 26%
26%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
2.51
2.51
2.14
1.98
2.24
' -7%
-7%
-7%
2.21
2.02
1.96
1.89
2.00
' -4%
I. 29%
29%
Appearance
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.29
2.23
1.77
2.05
2.411F16%
' 6%
6%
226
2.39
2.05
1.83
2.10 '
-11%
' -10%
-10%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
1.96
2.12
2.03
1.99
2.02
-2%
-1%
-1%
2.11
2.15
2.25
2.21
Aii
-2%
3%
3%
customer Service
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.05
2.36
2.22
2.23
12.,
2.13
1.99
1.84
2.02 J
69%
13%
8%
-5%
8%
-5%
1.76
MDC -Time of Day
(8am-4pm)
(4pm-12am)
I 'I -I
1.76
Lai)
1.60
1.17
1.51
1.54
12%
-8%
-31%
-29%
31%
-29%
Safety
CMB- Time of Da
(8am-4pm)
4.m-12am
MDC -Time of Da
1.66
I.:1')
I.:3/
r.
13%
5%
-15%
-16%
-15%
-16%
1.60
(8am-4pm)
4.m-12am
1 ! 1
1.69
1.:12
1.1 2
1 i '
I %
-3%
-29%
-29%
-2%.
-38%
-38%
Maintenance
CMB- Time of Da
(8am-4pm)_
4.m-12am
MDC -Time of Day
1.58
1_J:I
I ..in
I l'
1 2 1
3%
-8%
-17%
-33%
-17%
33%
1.64
(8am-4pm).....
(4pm-12am)
1.65
1 -l:,
1.71
1.52
1.76
1.54
16%
26%
26%
1.80
1.70
1.72
-6%
1%
1
-1.0-1.4999
1.5-1.999
2.0-6.0
MININ79.999 and below
80.0-89.999
-90.0-100
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
Jose R. Gonzalez, Transportation Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer
Attachment
KGB/L
Criteria for each area is listed below:
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 (SBL)
• 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 (AWT)
• 0-13 minutes
• 14-18 minutes
• 19-27 minutes
• 28-36 minutes
• 37-45 minutes
• More than 45 minutes or did not arrive
Headway between vehicles (NBT, MBT, CLT)
• 0-10 minutes
• 11-15 minutes
• 16-18 minutes
• 19-22 minutes
• 23-25 minutes
• More than 25 minutes or did not arrive
Appearance / 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
Maintenance
• No abrupt stops or speeding
• 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
• Acceptable inside temperature
• Functional seat
• Functional interior lighting
• No mechanical issues notices
• No visibly loose or broken interior items
• No visibly loose of broken exterior items