LTC 062-2017 Mystery Rider Program Results for FY 2016/17 Quarter 1MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 062-2017
LETTER TO COMMISSION
TO: Mayor Philip Levine and Members of/ he City Co ission
FROM: Jimmy L. Morales, City Manager
DATE: February 1, 2017
SUBJECT: Mystery Rider. Program Results for ' Y 2016/17 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Mystery Rider Program from FY 2016/17 Quarter 1 (October 1, 2016 to
December 31, 2016).
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, and will not
appear on this report. We are working with the Transportation Department to identify areas
for improvement, and have monitored through FY 2016, 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. 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 (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)
• 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
• 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
Maintenance
• 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
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 1
Overall, the City Mystery Rider Program (Trolley only) in FY 2016/17 Quarter 1 was a 2.06,
with 69.6% of assessments scoring a 2.0 or better. This represents 4% improvement when
compared to the same quarter in the prior FY.
Areas of Focus (Trolley only)
• Customer Service — Results indicate an average score of 2.14 with 76.9% meeting
the target of 2.0. This is 15% deterioration when compared to the same quarter in the
prior FY. The Transportation Department will continue to work with the trolley
contractor to provide customer service refresher courses for all Miami Beach trolley
operators.
• Appearance/Cleanliness — Scores in this area deteriorated by 14% when compared
to the previous quarter and 4% when compared the same quarter in the prior FY.
The score of 2.26 indicates 65.8% of assessments meeting the target. Staff will
continue to monitor this factor, and review reports with the service provider.
Positive and Stable Areas
• Reliability - Results show that trolley reliability scores improved compared to
previous quarter, scoring 2.11 with 70.2% meeting the target of 2.0. Transportation
Department staff continues to monitor trolley operations and is enforcing applicable
performance penalties as stipulated in the Trolley Agreement. Staff also continues to
review existing headways and is developing new reports that will improve monitoring
of service performance.
• Amenities — Stop amenities is a low scoring area at 2.66 and 55.9% of stops
meeting the target; however this is a 20% improvement from the same quarter in the
prior FY. A contract for a design of new bus shelters was awarded at the July 13,
2016 City Commission meeting; however, staff is working through agreement details.
Four (4) bus shelter design styles have been requested 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 107 bus/trolley shelters.
Transportation Department is working closely with Clear Channel on replacement of
deteriorated benches and damaged elements of the existing bus shelters. Trolley
stop signs along North Beach Loop and Alton -West Loop were replaced with a new
sign design providing required trolley service information. Transportation Department
is also evaluating current stops without a shelter to determine if a trash receptacle or
bench can be installed or if existing amenities need replacement.
Mvstery Rider Program Score For All Ci of Miami Beach Trolley Routes Citywide
Overall Miami Beach Transit Index Score for
All Trolley Routes by Factor (Target=1.5)
FY15/16
Q1
1:22
Q3
04
FY Average
Overall
214
2.09
' 2.14
1.99
2.10
r 3%
-4%
r -4%
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
' -5%
r -5%
1.64
1.55
Maintenance
2.16
2.09
r 14%
1.53
1.87
Overall Miami Beach Transit Index Score for
All Trolley Routes by Factor (Target=1.5)
FY16/17
Q1
Q2
Q3
Q4
FY Average
%Change
from prior qtr
% Change
from prior FY
qtr
% Change
from base
year Qtr
Overall
2.06
69.5%
r 3%
-4%
r -4%
Stop Amenities
39.5%
54.9%
51.1%
64.0%
r 52.4%
Reliability
68.4%
62.2%
Stop Amenities
2.66
' 65.9%
Appearance/Cleanliness
64.4%
66.3%
' 2%
' -20%
r -20%
Reliability
2.11
85.6%
64.9%
87.0%
78.7%
77.2%
r -6%
' -5%
r -5%
Appearance/Cleanliness
2.26
r 14%
r 4%
r 4%
Customer Service
2.14
r 5%
' 15%
' 15%
Safety
1.62
r 5%
' 45%
r 45%
Maintenance
1.59
4%
r -26%
r -26%
Overall Miami Beach MystryRider Percent
Trolley Meeting Target of 2.0 by Factor
FY15116
Q1
Q2
Q3
Q4
FY Average
Overall
64.0%
69.9%
68.2%
75.8%
69.5%
r
r
' 9%
Stop Amenities
39.5%
54.9%
51.1%
64.0%
r 52.4%
Reliability
68.4%
62.2%
66.2%
66.9%
' 65.9%
Appearance/Cleanliness
64.4%
66.3%
71.4%
78.0%
r 70.0%
Customer Service
Safety
73.0%
87.3%
85.6%
64.9%
87.0%
78.7%
77.2%
Maintenance
Overall Miami Beach MystryRider Percent
Trolley Meeting Target of 2.0 by Factor
(Target 90%)
FY16117
Q1
Q2
Q3
04
FY Average
°A Change
from prior qtr
% Change
from prior FY
qtr
°
/°Change
from base
year Qtr
Overall
69.6%
r
r
' 9%
Stop Amenities
55.9%
r -13%
' 42%
' 42%
Reliability
70.2%
r 5%
r 3%
r 3%
Appearance/Cleanliness
65.8%
r -16%
' 2%
r 2%
Customer Service
76.9%
r -2%
r 5%
r 5%
Safety
r 1%
r 5%
5%
Maintenance
4%
r 3%
r 3%
1.0-1.5
1.51-2.0
21$-0
79.999 and below
80.0-89.999
90.0-100
Score For CMB Trolleys & MDC South Beach Local
by Factor, Agency & Time of Day (Target =1.5)
FY16/17
Q1
Q2
Q3
Q4
FY Average
% Change
from prior
qtr
% Change
from prior
FY g¢ ".
% Change
from base
_ya[s1k,a
Stop Amenities
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.70
' 9%
' -17%
-17%
264
r -6%
' -21%
-21%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
3.08
P -4%
P -23%
-23%
3.02
-19%
r -21%
-21%
Reliability
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.05
' -12%
' -7%
-7%
2.26
P 6%
-1%
-1%
MDC -Time of Day
(Bam-4pm)
(4pm-12am)
2.51
r 18%
r 36%
36%
2.21
r 50%
r 4%
4%
Appearance
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.29
r 19%
4%
4%
2.26
' 11%
P 4%
4%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
1.96
•
-2%
P -19%
-19%
2.11
-1%
P -9%
-9%
Customer Service
CMB- Time of Day
(8am-4pm)
(4pm-12am)
r,, ''
-
r 4%
r 22%
22%
`)
r 12%
' 13%
13%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
r
-20%
r 1%
-1%
1.76
r -10%
-5%
-5%
Safety
CMB- Time of Day
(8am-4pm)
(4pm-12am)
1.66
' 8%
P 46%
46%
1.60
v 1%
' 43%
43%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
P -7%
r 28%
28%
1.69
r -15%
r 37%
37%
Maintenance
CMB- Time of Day
(8am-4pm)
(4pm-12am)
1.58
r 9%
-28%
-28%
1.64
r -1%
P -23%
-23%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
r -7%
r -48%
-48%
1.65
H
r -2%
' -32%
-32%
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 Gonzalez, Transportation Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer