LTC 239-2018 Mystery Rider Program Result for FY 2017_18 QuarterMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC #
239-2018
LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members ()the City Cmmission
FROM: Jimmy L. Morales, City Manager,. - \
DATE: April 30, 2018
SUBJECT: Mystery Rider Program Results for FY 2017/18 Quarter 2
The purpose of this Letter to Commission is to communicate the results of the newly
developed Mystery Rider Program from FY 2017/18 Quarter 1 (October 1 to December 31,
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. The Alton West
Trolley was discontinued on November 18, 2017 The South Beach Loop trolley service was
soft -launched with 6 out of 10 vehicles in service on November 1, 2017, with full service
implementation on November 20, 2017 (10 vehicles in service). The Collins Express trolley
route was extended by five (5) additional miles on November 1, 2017. Multiple service
improvements to the Miami Beach Trolley system were implemented during the second
quarter of FY 2018:
• Pursuant to direction from the City Commission on January 17, 2018, the South
Beach Loops a (Clockwise) and B (Counter -Clockwise) were extended on January
22, 2018 to serve the Collins Park neighborhood, while service on the "Via 10 Street
Loop" has remained the same. As a result of route extension, the average service
frequency along Loops A and B is approximately 20 minutes.
• Given the more direct and convenient service being provided between North Beach
and South Beach by the new Collins Express from the time of its implementation
(November 1, 2017), this loop has experienced an increase in ridership as compared
to its predecessor, the Collins Link. Based on an evaluation of ridership data, the
Transportation Department reassigned one (1) of the Middle Beach Loop vehicles to
the Collins Express on January 23, 2018. While minimally affecting service frequency
along the Middle Beach Loop (service frequency approximately 15 minutes), this
operational modification enabled the Collins Express service to meet increased
passenger demand along the route.
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 2017/18 Quarter 2
Overall, the City Mystery Rider Program in FY 2017/18 Quarter 2 was a 1.66, with 83.6% of
assessments scoring a 2.0 or better. This represents 8% and 13% improvement
respectively 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
• Amenities — Stop amenities is a low scoring area at 2.50 and 72.6% 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 300 bus stops in the City with only 105 bus/trolley
shelters. 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.
• Reliability - Results show that trolley reliability scores improved compared to the
previous quarter, scoring 1.66 with 74.4% meeting the target of 2.0. This is an 28%
improvement from the prior quarter, and a 16% improvement from the same quarter
in the prior FY. Headway times were adjusted on November 17, 2017 for the Collins
Express Trolley and on January 22, 2018 for the South Beach Trolley to twenty (20)
minute headway due to the five (5) mile expansion of the route. Transportation
Department staff is using an on-time performance tool to monitor the performance of
trolley service. Staff will be working on creating a transit service performance
dashboard to help monitor reliability of the trolley service in real-time. Staff works
closely with the trolley operator (Limousines of South Florida) to monitor spacing
between trolleys on all trolley loops throughout the City in order to prevent bunching
and improve service reliability.
Positive and Stable Areas
• Customer Service — Results indicate an average score of 1.63 with 87.1% meeting
the target of 2.0. This is an 12% and 9% improvement respectively from the same
quarter in the prior FY. The Transportation Department will continue 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
provided additional customer service training to help reinforce prior training
objectives and "Ambassador Style" customer service requirements. Also, training
was provided on City landmarks and information on regional transit service to
enhance driver responsiveness to riders.
• Appearance/Cleanliness - Scores in this area improved to 1.56 or 24% when
compared to the previous quarter and improved by 25% when compared the same
quarter in the prior FY. The score of 1.56 indicates 88.4% of assessments 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 improved performance in the future.
• Safety and Maintenance - Safety improved to 1.24, an 8% 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 An City of Miami Beach Trolley Routes Citywide
,Overall Miami Beach Transit Indo8
All Trolley Routes by Factor (Targef=1.6)
FY15/16
02
Overall Miani Beach Transit Index Score for
All Trolley Routes by Factor (Target=1.5)
2.14
2.09
Q3 Q%1. " FY Average
2.14
1.99
2.10
3,33
2.99
3.13
2.61
3.07
2.22
2.53
2.34
2.25
2.30
2.18
2.06
205
1.98
2 09
1.86
154
2.36
2.04
1.92
164
1_55
ar^
I 2.16
2.09
iiiMangia 1.53
1.87
FV16/17
FY17/18
Q1
Overall
Stgl�N cities
Reliabilif
r+p0tor�,e/Cln "mess
ustomer Service
=nee
Se IniV
nce
2.06
Q2
03
FY Average
Q1
02
1.81
1.76
1.87
1.82
1.82
1 66
Change
from prior qtr
% Change % Change
om prior FY from base year
-9% -896 -21%
2.66 246 267 2.75 2.66 2.59 2.50 r 'Q1 °� -3%
2 2.26 2.09 1.91 1.99 2.01 2.04 1.56-25%
-25%/
2.14 1.86 1.52 1.76 1.72 1.56 34
1.63 f �% -12%
62
1 59
Overall Miami Beath Mystry Rider Percent
Trolley. Meeting Target of by Factor
FY15/16
Q1
Q2
03
Q4
FY. Average,:
Overall
I, tr)RAmenhes
to Ally
64.0%
69.9%
68.2%
75.8%
69.596
leoqgg,ar nce/Cleanliness
I us Omer Service
IOM 7e
(Maintenance
39.5%
54.9%
51.1%
64.0%
524%
68.4%
64.4%
73.0%
622%
66.2%
66.996
65.9%
66.3%
71.4%
78 0%
70.0%
64.9%
78.7%
77 2
1% -8% 6%
-1% 9% -33% I
Overall
``01(�99 861096 es
Reliability
Aooapmnr Cleanliness
'Customere
f�frde
Inance
NNW .o-.
69.6%
742%
77 499
75,0% 74.1% 76.1%
83.6%
55.9%
70.2%
65.8%
76.9%
620%
64.1%
718%
76.2%
70.3%
74.6%..
64.3%
70.9% 72.3% 68.9%
72.03k
616%
70 0%
726%
74.4%
88.4%
87.1%
79.7% 87.3% ' -76.2% 80.0% 82216
79990 and below
98689908
W 0-100
r
4%
8%
29%
6%
-2%
-1%
13%
17%
4%
22
20%
32%
20%
33%
6%
0% 0%
-3% 11%
FY16/17
FY17/18
Overall Miani Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
(Target 90%)
01
02
Q3
04
FY Average
Qt
02
%Change
from prior qtr
%Change
from prior FY
Alf
%Change
from base year
Overall
``01(�99 861096 es
Reliability
Aooapmnr Cleanliness
'Customere
f�frde
Inance
NNW .o-.
69.6%
742%
77 499
75,0% 74.1% 76.1%
83.6%
55.9%
70.2%
65.8%
76.9%
620%
64.1%
718%
76.2%
70.3%
74.6%..
64.3%
70.9% 72.3% 68.9%
72.03k
616%
70 0%
726%
74.4%
88.4%
87.1%
79.7% 87.3% ' -76.2% 80.0% 82216
79990 and below
98689908
W 0-100
r
4%
8%
29%
6%
-2%
-1%
13%
17%
4%
22
20%
32%
20%
33%
6%
0% 0%
-3% 11%
Score For CMB Trolleys by Factor, Agency B Time
W P9K,{T.07,9=1,,............from
T ate
FV 16/17
F917/18
01
Q2
03
Qd
FV Average
01
Q2
from prior qtr
%Changa
from poor FV
---
.2111V
%Chenna
from base year
Qtr
Sim Amenities
CMB -Time of Dav
(Sorm-4prml
-125m)
D -Time of Dov
ftiam-4pm)
2.36
241
2.43
2.51
2.43
2.44
2,50
2.29
242
2.35
3
(4om-12am1
Reliability
ICMB- Time of Dav
I(8am-4pm)
(4 )n-12am)
MDC -Time of Day
(Parn-4siL.
(4787-12087)
Appearance
ICMB- Time of Dav
(8am-4pm)
12am)
4DC-Time of Dav
(8am-4pm)
(4pm-12am)
Cuebmer S.Mw
CMB- Time of Dav
%tem -42871_...
�i� 12em1
I MDC -lime of Dav
(4-'4Lmi
(4pm-12am)
Sawn
CMB- Time of Dav
(8am-4pm)
(4pJn-12am1
MDC -Time of Dav
I(8am-4pm)
(4887-12am)
Maintenance
DMB- Time of Dav
I(eem-4prn)
4 12am1
I -Time of Day
Rem-4pm)
(4pm-12am)
_ 1 0-1. 4999
1 5-1.999
zo-o0
79999 and below
80.0-99.999
90 0-100
3.66
3.46
3.38
4.2.0
3.75
2.08
2.09
2.16
2.58
2.19
2.69
237
2.96
1.72
1.93
2.02
2.14
1 96
2.29 `: 223 1.77
1.98
1 89
2 24
2.00
1.77
1.65
205
204
2.53
1.72
2.26
2.39
2.05
1.83
2.10
2.00
1.72
1 96
2.12
203
1.99
2.02
2.16
2.11
2.15
2.25
2.21
2.19
2.50 1
2.05 222
2.36 2.23
213
1.99
1.84 1 92
2.02 1.68
6%
0%
-21k
-18%
-33% -31% -31%
r -35% -15% -26%
58
1.64
1.52
76
1.9
.65
1.71 1 1.80
70
1.72
90 1
Next Quarter Assessments
-32% -23% -16%
-14% r -28% -17%
-7% r -19% 22%
26% r -s% r 26%
-9% r -7% r -s%
15% r 8% r 20%
I I
I I
I I
0% 1% r -42%
-3% -12% r -39%
I I
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
achme
/
&B/Li
l
Criteria for each area are 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 (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
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 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
• 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 item