LTC 592-2017 South Beach Loop and Collins Express Trolley ServiMIAMI BEACH
OFFICE OF THE CITY MANAGER
NO. LTC# 592-2017
TO: Mayor Dan Gelber and Members o
DATE : December 12 , 2017
LETTER TO COMMISSION
SUBJECT: SOUTH BEACH LOOP AND COLLINS EXPRESS TROLLEY SERVICE
The purpose of this Letter to Commission (L TC) is to provide an update on the new South Beach
Loops and Collins Express trolley service as well as efforts being made to address customer
feedback on both loops.
The South Beach Loop trolley service was soft-launched on November 1, 2017 and full service
implementation commenced on November 20, 2017. During the soft-launch period, staff conducted
observations and received feedback from passengers and the South Beach community. As a result
of community feedback, operational changes to the South Beach Loop Trolley service became
effective on November 20, 2017 (see Attachment A for L TC # 557-2017 including a map depicting
the three (3) loops that comprise the South Beach Trolley service).
The new South Beach Loop has been effective from a usage perspective. Even though the service
has been in full operation for less than 3 weeks. the average daily ridership is approximately 4.000
passengers per day. which is more than twice as high as the average daily ridership of its
predecessor. the County-operated South Beach Local. from January 2017 to November 2017.
Overall our trolleys are carrying approximately 13,000 passengers per day. While the service is we ll -
used , below are some concerns reported by riders and members of the South Beach community:
1 . "Via 101h Street" Loop
2. Potential Extension of the South Beach Loop to Collins Park Neighborhood
3. Seats on the low floor trolley
4. Bunching (2 or more trolleys of the same route at the same location or close to each other)
5. Customer Service
6. Capacity on other trolley serving the area, particularly Collins Express
Transportation Department staff and the City's trolley operator, Limousines of South Florida (LSF),
have been working diligently to promptly address the above issues. Below is additional information
on how the Administration and LSF are collaboratively addressing each of the concerns:
1. Via 101h Street Loop
It is important to note that the "Via 10 Street Loop " was developed in response to community input
during the public meetings held in 2016 as part of the development of the South Beach Loop route
and service plan . However, based on recent community input, the "Via 10 Street Loop " appears to
L TC-South Beach Loop And Collins Express Trolley Service
December 12, 2017
Page 2
be creating confusion among passengers given that it turns onto 101h Street rather than continuing to
travel in a north-south direction, such as Loops A and B.
Solution:
Staff is currently evaluating ridership along this loop and, in particular, the number of boardings and
alightings at the 101h street stops to determine if operational changes, including terminating this loop
and reassigning the 2 trolley vehicles to other loops, is warranted.
2. Potential Extension to Collins Park Neighborhood
A few residents of the Collins Park neighborhood have requested that the South Beach Trolley
service be extended to serve their neighborhood which was historically served by the South Beach
Local. While the Collins Park neighborhood is currently served by the Middle Beach Loop, some
elderly and/or disabled Collins Park residents have expressed a concern with accessibility of the
Middle Beach Trolley due to its steps and high floor. These Collins Park residents would prefer to be
served by the low-floor South Beach Trolley. Additionally , some Collins Park residents have
expressed a preference to shop at the Publix in Sunset Harbour (served by the South Beach Trolley)
rather than the Publix on Dade Boulevard which is served by the Middle Beach Loop . Currently, in
order for these residents to access the Pulbix at Sunset Harbour, a transfer between the high-floor
Middle Beach Loop and low-floor South Beach Loop is required.
Solution:
In order to not adversely affect the 15 minute frequency of service on the South Beach Loop,
Transportation Department staff is evaluating a potential extension of South Beach Loops A and B to
Collins Park neighborhood coupled with either eliminating or realigning the "Via 10 Street Loop".
The two (2) low-floor trolleys currently operating along the "Via 10 Street Loop" would be reassigned
to South Beach Loops A and B (one additional vehicle on each loop) to enable the extended service
to Collins Park while keeping headways on South Beach Loops A and B at approximately 15
minutes.
3. Seats
To maximize seating capacity inside the trolleys, the first row of benches is located above the front
wheel wells and, as a result, are higher than standard. Additionally, the existing foot rests for these
benches are too narrow, thus producing an uncomfortable experience for passengers who choose to
sit on these benches.
Solution:
In order to improve passenger comfort while ensuring compliance with ADA requirements, staff has
requested that the trolley manufacturer (Hometown Trolley) add a folding foot-rest that can fold-
down when needed and provide additional support and comfort for those passengers who choose to
use these benches. Additionally, the seat cushions on the first two (2) rows of seats are too narrow.
These seat cushions will be replaced by wider ones within the next two (2) weeks. Staff will provide
a timeframe for the installation of the folding steps as soon as one is available.
4. Bunching
Vehicle bunching typically occurs along transit routes with high passenger demand and high
frequency of service. Factors including traffic congestion, incidents/accidents, and lane
closures/detours can adversely affect spacing between transit vehicles and may cause or contribute
to bunching . It is worth noting that all three (3) South Beach Trolley loops have the same alignment
and directionality in the area north of Alton Road/16 Street (including the Sunset Harbour and Belle
L TC-South Beach Loop And Collins Express Trolley Service
December 12, 2017
Page3
Isle service areas); thus, it is expected that more trolleys will be seen operating in these areas at the
same time. While this may appear as bunching to the general public, it is important to emphasize
that South Beach Trolleys are operating along three (3) independent loops; therefore, it is possible
that seeing several trolleys in close proximity may not be an accurate depiction of bunching as
trolleys may be operating along different loops, particularly in areas where loops overlap and at
transfer points.
Solution:
The Transportation Department staff works closely with LSF dispatchers to monitor spacing between
trolleys on all trolley loops throughout the City in order to help proactively identify conditions that may
cause bunching and prevent bunching. Once bunching occurs, there are ways to mitigate. LSF
communicates with drivers to take measures intended to correct the spacing between vehicles.
Additionally, LSF is in the process of hiring one (1) additional road supervisor who will be dedicated
to the Miami Beach Trolley Service and closely monitor trolley operations, including ensuring
appropriate spacing between trolley vehicles. This will enable for a total of two (2) LSF road
supervisors per shift overseeing operations of the Miami Beach Trolley service. LSF has advised
that the new Road Supervisor will be hired within the next two (2) weeks.
5. Customer Service
The Administration has received feedback from the community regarding the customer service skills
of various trolley drivers, and, in particular, the inability of some drivers to effectively communicate
with passengers in English or respond to questions from English-speaking passengers. Additionally,
feedback was received regarding the Customer Call Center, including creating an option for
passengers to speak to a live person after 6PM, given the City's Trolley Service operates until
Midnight every day, including weekends.
Solution:
Based on information provided by LSF, over 70 drivers are assigned to the Miami Beach Trolley
Service. Of those, four (4) drivers do not speak English. LSF is in the process of replacing those
drivers which is expected to take approximately one (1) month. Additionally, the City's contract with
LSF requires that LSF drivers provide "Ambassador Style Customer Service". In an effort to help
improve the customer service skills of LSF drivers, the City staff is developing training material that
will help existing trolley drivers become more familiar with the City's landmarks, events, connectivity
between trolley loops and with County bus service, etc. Additionally, City staff is developing a series
of questions to be used to test the proficiency of prospective drivers in the English language.
With regard to the Customer Service Line (305-673-7117), all incoming calls are answered by the
City's Customer Service staff during normal business hours (7:30AM-6PM on weekdays). Outside of
these hours, customers are able to leave voicemails which are answered by Customer Service staff
or Transportation Department staff on the next business day. To enable for passengers to speak
with a live person outside of the City's normal business hours, LSF has agreed to answer trolley
customer service calls after 6PM and on weekends while trolley service is in operation. This
enhancement is anticipated to be implemented during the week of December 11, 2017.
Collins Express
Given the more direct and convenient service being provided by the new Collins Express between
North Beach and South Beach, this loop has experienced an increase in ridership as compared to its
predecessor, the Collins Link. Ridership has increased from approximately 2,900 passengers per
day on the Collins Link to approximatelly 3,650 passengers per day on the new Collins Express.
L TC-South Beach Loop And Collins Express Trolley SeNice
December 12, 2017
Page4
ridership increase has resulted in some trolleys occasionally reaching capacity and drivers unable to
allow for any additional passenger boardings.
Solution:
The Collins Express trolley drivers are documenting the times of the day and days of the week when
their trolleys are reaching capacity. Additionally, when at capacity, drivers are instructed to change
outside destination sign to indicate vehicle is at capacity . Furthermore, drivers are instructed to stop
at stop and communicate this message to waiting passengers as well as provide an estimated time
of arrival of the next vehicle operating along the route to waiting passengers . Transportation
Department staff is evaluating passenger data in order to determine if there are any contributing
factors to overcrowding including vehicle spacing (i.e. bunching) as well as if additional trolley
vehicles should be placed in service during peak passenger hours to accommodate the additional
demand. Staff expects to have this evaluation completed within the next few weeks.
Additional updates will be provided via L TC . Please feel free .to contact me if you have any
questions or concerns.
Atta ~ent: L TC # 557-2017
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Attachment
MIAMI BEACH
OFFICE OF THE CITY MANAr.i:D
NO. LTC# 557-2017 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members
FROM: Jimmy L. Morales, City Manage
DATE: ·November 20, 2017
SUBJECT: SOUTH BEACH LOOP TROLLEY ERVICE OPERATIONAL MODIFICATIONS
The purpose of this Letter to Commission (L TC) is to report on operational modifications
to the South Beach Loop trolley service effective November 20, 2017. The changes are
intended to improve the South Beach Loop trolley service.
The South Beach Loop trolley service was soft-launched on November 1, 2017 with a
limited number of 6 low-floor vehicles in service out of a full fleet of 10. Full service
implementation commenced today, November 20, 2017, at 6:00AM with all 10 low-floor
vehicles in service. During the soft-launch period, staff conducted observations and
received feedback from passengers and the South Beach community. As a result of
community feedback, staff determined that changes to the South Beach trolley service
plan were warranted. The proposed changes were discussed with the South of Fifth
Neighborhood Association (SOFNA) at its meeting on November 15 and with Rebecca
Towers residents on November 17. Both groups responded favorably to the proposed
changes.
Effective Monday, November 20, the South Beach Trolley service will consist of (3)
distinct loops: 1) "Loop A" operating in a clockwise direction; 2) "Loop B" operating in a
counter-clockwise direction; and 3) "Via 10 Street Loop" operating in a "figure 8"
configuration to serve the Flamingo Park neighborhood and provide a direct east-west
connection between Alton Road and Washington Avenue -via a temporary detour on
1 oth Street given that 11th Street is currently under construction. The portions of the
South Beach Trolley route serving the Sunset Harbour and Belle Isle neighborhoods
remain the same. Attachment depicts the modified South Beach Trolley loops in service
as of Monday, November 20, 2017.
The frequency of service along the bi-directional loops (Loop A and Loop B) will be
approximately 15 minutes while the frequency of service along "Via 1 O Street Loop" will
be appproxmately 35 minutes. It is worth noting that the "Via 10 Street Loop" duplicates
either Loop A or B along most of its route, thereby increasing the overall frequency of
service of the South Beach Trolley.
Please feel free to contact me if you have any questions or concerns.
Atta!ment: Modified South Beach Trolley Loops
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