LTC 442-2019 Mystery Rider Program Results for FY 2018/19 Quarter 3 MIAMIEACH
OFFICE OF THE CITY MANAGER
LTC # 442-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members f the City mmission
FROM: Jimmy L. Morales, City Manager
DATE: August 8, 2019
SUBJECT: Mystery Rider Program Results for4Y 2018/19 Quarter 3
I am pleased to communicate the results of the Mystery Rider Program from FY 2018/19
quarter three (April 1 to June 30, 2019).
• Citywide Overall Rating: 1.23
• Reliability Rating Compared to Prior Fiscal Year Quarter: 10% Improvement
• Citywide Percent Assessments Meeting Target Customer Service: 98.9%
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 3
Overall, the City Mystery Rider Program in FY 2018/19 Quarter 3 was a 1.23, with 96.1% of
assessments scoring a 2.0 or better. This represents 17% and 9% 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 1.52 and 93.0% of stops
meeting the target; however, this is a 28% and 18% improvement compared to the
same quarter in the prior fiscal year. Fiscal year 2018 average for these criteria was
a 2.23. 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. Four (4) bus shelter design styles will provide
flexibility for installation at bus/trolley stops based on right-of-way constraints and
ridership. We anticipate for new bus shelters to start being installed in mid-2020. 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 coordinate on cleaning efforts of identified hot spots.
• Reliability - Results show that trolley reliability scores improved compared to the
previous quarter, scoring 1.50 with 87.8% meeting the target of 2.0. This is a 7% and
3% improvement compared to the prior quarter. 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 is to 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 1.10 with 98.9% meeting
the target of 2.0. This is a 18% and 3% improvement respectively from the same
quarter 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 and staff from Organizational Development
provided additional customer service training to help reinforce prior training
objectives and "Ambassador Style" customer 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
99.7% 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 1.07 or
25% improvement when compared to the same quarter in the prior fiscal year. 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.
Mystery Ruler Score For CMB Trolleys d MDC South Beach Local by Factor.Agency&Tune of Day(Target-1.5)
Score For CMB Trolleys&MDC South Beach Local by FY15116
Factor,Agency&Tlme of Day(Target-1.51 01 02 03 04 FY/mirage
Stop Amenities
CMB-Time of Day
(Bam-4pm) 327 3.05 326 2.47 - 304
(4om-12am) 336 287 293 282 306
MDC-Tilts of Day
(8am-Ape,) 400 322 3.46 321 3.55
(40m-12am) 3.82 3.39 3.75 3.74 3.64
Reliability
'
CAB-Time of Day
team ape,) 2 21 2 51 2.47 2.34 2 34
(19111•12am) 2 28 2 81 2.13 2.14 2.27
AA7C•7me of Day
(8am-apm) 134 233 2.17 212 2.08
(4Dm12am) 2.13 1 92 1.51 177
Appearance
CMB-Time of Day
(8am-4pm) 2.20 205 2.13 1.93 2.10
'(46m-12am) 2.17 2.06 1.93 2.04 208
!MDC-Time of Day
(8am-4pm) 2.41 2.19 175 2.00 - 2.13
(4om-12am) 233 241 2.09 2.14 2.26
Customer Service
CM8-Time of bey
!(8am-4pm) 158 228 1.97 180
:(4pm-123m) 2.09 168 2.50 2.10 r 2.09
{MDC-Time of Day
(8am-4pm) 1.58 1.80 1.55
:(4Dm-17am) 185 194 2.34 1.95 y 2.02
( Safely
CRIB-Time of Day
,(8am-4pint 1.70 1.59
!(dpm-12am) 170 1.59
1 MDC-Time of Day
(Bam-4pm) 1.50 1.52 -
44pm-12am) 1.91 1.98 160
I Maintenance
:DMB-Time of Day
(Bam-dpm) 2.18 218 186
(4pm-12am) 2.13 1.90 1.50 1.65 1.87
,MDC-Time of Day
(8am-dpm) 2`-,2 209 1.89
(4pm-120m) 242 204 169 186
Score For CMB FY16117_ FY17118 FY18/19
Trolleys&MDC . W Change
South Beach FY FY ".Change Change from
Local by Factor, 01 02 03 from prior from
Agency&Time Average Average qtr prior FY base year
of Day(Target qtr Otr
Stop Amenities I
CM8-Time of
1(8am-4pm) 2.-13 2.32 1.71 1 -21% -38% -57%
'(4pm-12am) 2.34 2.16 - 5 -3% l' -32% -53%
AIDC-Time of
[(8am-4pm) 1 3.21
(4pm-12am) 3.38 _
Reliability
CM8-Time of
(8am-4pm) 2.16 1.991.58 y19% . -14% -36%
(4pm-12am) 2.37 2.21 1.82 1.79 -2% l' 8% -16%
MDC-Time of
1(8am-4pm) 2.24
1(4pm-12am) 2.00
Appearance
CM8-Time of
I(8am-4pm) 2.04 1.81 -21% F -34% -49't
I(4pm-12am) 2.10 1.71 -7% -36% -48%
MDC-lime of
1(8am-4pm) 2.02
1(4pm-12am) 2.19
Customer Service
!CM8-Time of
(8am-4pm) 1.84 152 -15% C -12% -47%
:(4pm-12am) 2.02 1.60 1.55 -1% -30% -58%
MDC-Time Of
!(8am-4pm)
(4pm-12am) 1.54
Safety
CM8-Time of
1(8am-4pm) -16% 1 -20% -32%
1(4pm-12am) 0% r -3% -41%
MDC-lime of
( m-4pm)
!(4pdpm-12am)
Maintenance
CMB-Time of
(8am-4pm) -1% a -3% - .
4pm-12am) 2% y -7%
MDC-Time of
(8am-4pm) 1.54
(4pm-12am) 1.72
• Safety and Maintenance - Safety and maintenance remained stable at 1.05 and
1.15, a 6% and 5% improvement respectively from the same quarter in the prior FY.
This reflects 99.5% and 99.2% 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 F or All City of Marti Beach Troley Routes Citywide
Overall Miami Beach Transit Index Score for All FY15±16
Trolley Routes by Factor(Target=1.5) 01 02 0.3 44 I 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 92
Sa tett' 1.64 1.55
Maintenance 2.16 2.09 1.53 1.87
FY16/17 FY17118 FY18119
Overall Miami Beach Transit Index Score for All ".Change %Change %Change
Trolley Routes by Factor(Target=1.5) FY Average AveFrYage Q1 02 Q3 from prior from prior from base
qtr FY qtr year Qtr
Overall 1 82 1 54 °
Stop Amenities 266 2.23 1 58 1 53 1 52 -51%
Reliability 192 154 154 162 150 -7% -'.i?.0 -36%
\Appearance/Cleanliness 201 159 1% 25% -48%
Customer Service 172 -11% -18% -53%
Safety 1.17 1 05 '09 -4% -6% -36%
Mantenance - ' 11 - 4% -5% -13%
Overall Mami Beach Mystry Rider Percent FY15+16
Trolley Meeting Target of 2.0 by Factor(Target Q1 02 Q3 Q4 FY Average
Overall 64.0% '699°.. 682% 75.8% 69.5%
Stop Amenities 395% 54.9% 51.1% 64.0% 52.4%
Reliability 68.4% 622% 662% 669% 65.9%
Appearance/Cleanliness 64.4% 66_ % 71.4% 78.0% 70.0%
Customer Service 73.0% ,.922% 64.9% 78.7% 77.2%
Safety 87.0%
61aintenancc 87.3% 85.6%
Overall Miami Beach Mystry Rider Percent FY16/17 FY17I18 FY18119
Trolley Meeting Target of 2.0 by Factor(Target FY %Change %Change %Change
90%) FY Average Average 01 02 03 from prior from prior from base
qtr FY qtr year Otr
Overall 74.1% 85 0%
Stop Amenities 61.6% 77.7% 1% 132%
Reliability 72.3% 77.1% 87.4% 84.9% 87.8% 3% r 28%
Appearance/Cleanliness 70.7% 87 6% 0% 55%
Customer Service 80.0% 2 31%
Safety 2° 1%
Maintenance 0 14%
-10-15
1 51-20
2'.e 0
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: 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
Attachm t
MT/S /LD
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