LTC 055-2020 Mystery Rider Program Results for FY 2019/20 Quarter 1 MIAMI3EACH
OFFICE OF THE CITY MANAGER
LTC # 055-2020 LETTER TO COMMISSION
To Mayor Dan Gelber and Members of th City Com ission
FROM: Jimmy L. Morales, City Manager
DATE: January 29, 2020
SUBJECT: Mystery Rider Program Results for FY 019/20 Quarter 1
I am pleased to communicate the results of the Mystery Rider Program from FY 2019/20
quarter one (October 1 to December 31, 2019).
• Citywide Overall Rating: 1.24
• Reliability Rating Compared to Prior Fiscal Year Quarter: 10% Deterioration
• Citywide Percent Assessments Meeting Target Customer Service: 99.7%
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 1.24,
with 98.7% of assessments meeting the target for customer service. Reliability deteriorated
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 2019/20 Quarter 1
Overall, the City Mystery Rider Program in FY 2019/20 Quarter 1 was a 1.24, with 95.7% of
assessments scoring a 2.0 or better. This represents a stable service 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 1.47 and 93.6% of stops
meeting the target; however, this is a 7% and 2% 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. On August 7, 2019, RFP No.
2019-306-KB for a Revenue Sharing Agreement for the Construction, Operation, and
Maintenance of new Bus Shelters was issued, however, the City received no
proposals. Industry review meetings were conducted to better understand the design
related or other impediments faced by the bidders. At this time, staff is working with
the bus shelter design consultant to review opportunities for value engineering the
bus shelter design. Any design revisions will be presented to the City Commission for
approval prior to re-issuing RFP for this effort. The Transportation and Mobility
Department and Sanitation Department continue to review mystery rider data to
identify trolley stops that receive low scores due to unpleasant odor and litter.
Sanitation has increased litter service to 21 of the most active trolley stops in the
City as frequently as three times per day and provides pressure cleaning as needed.
Data will be shared next quarter to determine if efforts have improved cleanliness at
these locations.
• Reliability - Results show that trolley reliability scores deteriorated compared to the
previous quarter, scoring 1.69 with 80.5% meeting the target of 2.0. This is a 7%
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, these amendments
approved the addition of two more high-floor trolley vehicles, which are to only be
used as 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 annual operations and maintenance cost of the City's trolley
service. Furthermore, staff is working with the operator on modifying current
schedules and implementing software-based solutions to improve service efficiency
and reliability.
Positive and Stable Areas
• Customer Service — Results indicate an average score of 1.04 with 99.7% meeting
the target of 2.0. This is a 17% and 4% 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
will provide additional customer service training to help reinforce prior training
objectives and "Ambassador Style" customer service requirements in February.
• Vehicle Appearance/Cleanliness — Scores in this area deteriorated at 1.11 or 10%
when compared to the same quarter in the prior fiscal year. The score indicates
98.9% 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.
Additionally, during Q2 of this year, the City's trolley operator is expected to finish
construction of a vehicle washing facility which, once operational, is expected to
improve vehicle appearance/cleanliness.
• Safety and Maintenance — Safety and maintenance remained stable at 1.03 and
1.11, a 2% and 1% improvement respectively from the same quarter in the prior FY.
This reflects 99.7% meeting the target. Transportation and Mobility 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 Mia rri Beach Trolley Routes C itywi de
Overall Miami Beach Transit Index Score for All FY15/16
Trolley Routes by Factor(Target=1.5) Q1 02 03 04 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 1.86 154 2.3E 2.04 1.92
Safety . 1.32 17- 1.55 1.33
Maintenance 2.16 2.09 1.32 1.53 1.87
FY16/17 FY17/18 FY18/19 FY19/20
Overall Miami Beach Transit Index Score for %Change %Change %Change
All Trolley Routes by Factor(Target=1.5) FY Average FY Average FY Average Q1 from prior from prior from base
qtr FY qtr year Qtr
Overall 1.82 1.54 1. % r r -42%
Stop Amenities 2.66 2.23 1.54 -4% rr -7% r -56%
Reliability 1.92 1 54 1.56 1.69 7% r 10% r -24%
Appearance/Cleanliness 2.01 1 59 1.06 1.1 ' 1% 10% r -49%
Customer Service 1.72 1.43 1.16 1.04 -2% r -17% r -44%
Safety 1.17 1.06 1.03 0% -2% r -8%
Maintenance 111111.1mL1.28 1.12 -1% r 1% r -49%
Overall Mami Beach Mystry Rider Percent FY15/16
Trolley Meeting Targetof 2A by Factor(Target Q1 02 03 04 FY Average
Overall 64.0% 69.9% 682% 75.8% 69.5%
Stop Amenities 39.5% 54.9% 51.1% 64.0% 52.4%
Reliability 68.4% 622% 662% 66.9% .9%
Appearance/Cleanliness 64.4% 66.3% 71.4% 78.0% 70.0%
Customer Service 73.0% 922% 64.9% 78.7% 77.2%
Safety 418.751 958% 87 0% 92.9% 93.6%
Maintenance 87.3% 35.8% 96.1% 93.7% 90.7%
Overall Miami Beach Mystry Rider Percent FY16/17 FY17118 FY18119 FY 19/20
Trolley Meeting Target of 2.0 by Factor %Change %Change %Change
(Target 90%) FY Average FY Average FY Average Q1 from prior from prior from base
qtr FY qtr year Qtr
Overall 74.1% 85.0% 0 ro 0% r 50%
Stop Amenities '' 61.6% 77.7% P=M1==1 1% r 2% r 137%
Reliability 72.3% 77.1% 85.85% 80.50% -3% -8% 18%
Appearance/Cleanliness 70.7% 87.6° . 0% -1% r 54%
Customer Service r 80.0% 90.6% 97.65% 99.70°i. 0% r 4% r 37%
Safety 5.5% 96.9% 99.05% 99.70° 0% ' 1% 1%
Maintenance M5.6% 97.2% 99.28% 99.70%-. 0% ' 0% 14%
1.0-1.5
1.51-2.0
2.1-6.0
FY16117 FY17/18 FY 19/20
Score For CMB Trolleys&MDC South Beach Local %Change %Change %Change
by Factor,Agency&Time of Day(Target=1.5) FY Average FY Average FY Average Q1 from prior from prior from base
qtr FY qtr year Qtr
Stop Amenities
CMB-Time of Day
(8am-4pm) 2.43 2.32 1.63 Amr :1% -13% -55%
(4pm-12am) 2.44 2.16 1.52 1.67 -6% 13% /
MDC-Time of Day
(8am-4pm) 3.21
(4pm-12am) 3.38
Reliability
CMB-Time of Day
(8am-4pm) 2.16 1.99 1.54 1.91 1% 41% -14%
(4pm-12am) 2.37 2.21 1.80 2.37 r 8% 72% 4%
MDC-Time of Day
(8am-4pm) 2.24
(4pm-12am) 2.00
Appearance
CMB-Time of Day
(8am-4pm) 2.04 1.81 -9% 4% P -53%
(4pm-12am) 2.10 1.71 8% 26% -42%
MDC-Time of Day
(8am-4pm) 2.02
(4pm-12am) 2.19
Customer Service
CMB-Time of Day
(8am-4pm) 1.84 1.62 0% -3% -40%
(4pm-12am) 2.02 1.60 -16% -31% -49%
MDC-Time of Day
(8am-4pm)
(4pm-12am) 1.54
Safety
CMB-Time of Da
(8am-4pm) 0% 0% -12%
(4pm-12am) 0% -24% -11%
MDC-Time of Day
(8am-4pm)
(4pm-12am)
Maintenance
CMB-Time of Da
(8am-4pm) 0% -15% -54%
(4pm-12am) -12% -9% -53%
MDC-Time of Day
(8am-4pm) 1.54
(4pm-12am) 1.72
-1.0-1.4999
1.5-1.999
2.0-6.0
79.999 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: Mark Taxis, Assistant City Manager
Jose R. Gonzalez, Transportation and Mobility Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer
A ttachm
t`i►
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