LTC 410-2018 Mystery Rider Program Results for FY 2017/18 Quarter 3 MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # LETTER TO COMMISSION
410-2018
TO: Mayor Dan Gelber and Members o the City C/mmission
FROM: Jimmy L. Morales, City Manager I
DATE: July 23, 2018
SUBJECT: Mystery Rider Program Results for Y 2017/18 Quarter 3
The purpose of this Letter to Commission is to communicate the results of the Mystery Rider
Program from FY 2017/18 Quarter 3 (April 1 to June 30, 2018).
Key Q3 Metrics:
• Citywide Overall Rating: 1.48
• Reliability Rating Compared to Prior Fiscal Year Quarter: 11% Improvement
• Citywide Percent Assessments Meeting Target Customer Service: 95.8%
The collection of data began in FY 2015 via paper for Alton-West Loop (discontinued on
November 18, 2017) 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.
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 3
Overall, the City Mystery Rider Program in FY 2017/18 Quarter 3 was a 1.48, with 88.5% of
assessments scoring a 2.0 or better. This represents 16% and 14% 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 low scoring area at 2.10 and 79.1% 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 remained stable compared to
the previous quarter, scoring 1.69 with 82.6% meeting the target of 2.0. This is an
11% improvement from the prior quarter, and a 8% 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 expansion of the route. Weekend reliability
between 8am — 4pm deteriorated to 1.99. 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 1.34 with 95.8% meeting
the target of 2.0. This is an 12% and 10% 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, during Q2
of FY2017/18 training was provided on City landmarks and information on regional
transit service to enhance driver responsiveness to riders. Staff is exploring English
proficiency standards in partnership with the contractor.
• Vehicle Appearance/Cleanliness — Scores in this area improved to 1.43 or 8%
when compared to the previous quarter and improved by 25% when compared the
same quarter in the prior FY. The score of 1.43 indicates 91.2% of assessments
meeting the target. Weekend appearance between 8am — 4pm deteriorated to 1.75.
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 1.12, an 6% improvement from the
same quarter in the prior FY. Maintenance scores also improved to 1.21 or 13%
when compared to the prior quarter. This reflects 97.2% and 98.4 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 For All Ci of Miami Beach Trolle outes Citywide
Overall Miami Beach Transit Index Score for FY
1R
AS Trolley Routes by Factor(Targete1.5) 01 02 0304 FY Average
Overall 2.14 2.09 ' 2.14 ,, 199 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
PgpearanceiCleanliness 2.18 2.06 2.05 1.98 2.09
Customer Service 1.06 1.54 2.36 2.04 1.92
' Safety 1.1' 1 I.:13 1.134 1.55 I.'11
Maintenance 2.16 2.09 I.:13 1.53 1.37
FY16/17 FY17118
'Overall Miami Beach Transit Index Score for 96 Change 46 Change %Change
All Trolley Routes by Factor(Target=l.5) Q1 02 03 04 FY Average 01 02 03 from prior FY from base year
fropl fMor qtri - ,glida.M.ViiiiialWEE
Overall 2.36 1.81 1.76 1.87 1.82 s -..1.82 1.66 -11°-. -16% -31%
Stop Amenities 2.66 2.46 2.67 2.75 2.66 2.59 ' -16% 1, -21% ! -33% '
Reliability 2.11 1.98 1.96 2.13 1.92 2.29 1.66 1.7 1'_ ., -15% ' -29% •
i Appearance/Cleanliness 2.26 2.09 1.91 1.99 W.01 2.04 1.56 ' -25% ' -30%
CustomerSermce 2.14 1.86 1.52 1.76 1.72 1.56 1.63 -18% -12% C 43%
Safety 1.62 -10% -6% -32%
Maintenance 1.59 -13% ' -5% -8%
Overall Miami Beach Mystry Rider Percent FY15I16
Trolley Meeting Target of 2.0 by Factor 01 02 Q3 Q4 FY Average
'Ove rail 64.0% 69.9% 68.2% 75.0% 69.5%
Stop Amenities 39.5% 54.9% 51.1% ' 64.0% 52.4%
Refiab.ity 68.4% 62.2% 66.2% 66.9% 65.9%
Appearance/Cleanliness. 64.4% 66.3% 71.4% 78,0% 70.0%
Customer Service .0% 64.9% 78.7% 77.2%
Safety 73 87 D% 99..7%., I '17.%!/,
t:Wmtenance -- 87.3% 85.6% 23.1-f, `91.15, I 911,/''/,
Overall Miami Beach Mystry Rider Percent P916117 FY1711 .r
Trolley Meeting Target of 2.0 by Factor %Change %Chango %Change
(Target 904;) Q1 02 03 04 FY Average 01 02 03 from prior qtr from prior FY from base year
rf�ic. qtr Qtr
,Overall 69.6% 74.2% 77.4% 79.0% C 74.1% 76.1% 83.6% 88.5% ' '
J
Stop Amenities - 55.9% 62.0% 64.1% 64.3% 616% 70.01s 72.6% 79.1% ' ' ' 55%
Retiebality 70.2% 71.8% 76.2% 70.9% 72.3% 68.9% 74.4% 82.6% ' ' I. 25%
Appearance/Cleanliness 65.8% 70.3% 74.6% 72.0% 70.7% 68.4% 88.4% ,I ' ' 28%
Customer Service 76.9% 79.7% 87.3% 76.2% 30.0% 822% 87 1% ' 1.', C 48%
Safety II.l', I '1,01, I •1/.:17, I .c.lI, t;;/, I ,6./'z I I 12%
Maintenance '.3 I', '1/?Y, I •.,.,., ^.'l '!. I '.',.k.',7, I %i.07, I r., .., . ' _ .. 2%
14
I.o.1.5 at .,AMMO a-a,..,,,,
1.51-20 50.0-e0 0.
_2.1-80 -800-+0a
W16111 '- ' - ' ---PV177-18------- -
;core For CMB Trolleys&MDC South Beach _
Local • %Change %Change
. >.. % _Cha P rl .....
by Factor,Agency&Time of Day(Targe mp ar
q
Stop Ameneiea
:MB-Time of Day
3am-tpm) 2.70 2.29 2.43 2.43 ''i -7% -5% -31%
tpm-12am) I 2.64 2.51 2.44 -13% ' -15% r -30%
IOC-Time of Day I '
3am4pm) 3.08 3.25 3.23 3.26 - 3,21 3.25 •
1pm-12am) 3.02 3.23 3.66 3.46 3.38 3.75
Reliability
:MB-Time of Day
•
lam-4pm) 2.05 2.49 2.08 2.09 2.16 2.58 1.72 1.83 C 6% ' -12% ' -26%
•
fpm-12am) 2.26 2.27 2.19 2.69 2.37 2.96 1.93 1.66 ' -14% ' -24% ' -22%
IDC-Time of Day
3am-4pm) 2.51 2.51 2.14 1.98 2.24 1.77 •
ipm-12am) 2.21 2.02 1.96 1.89 2.00 1.65 •
Appearance _
:MB-Time of Day -
larn4pm) 2.29 2.23 1.77 2.05 2.04 2.53 1.72 1.65 ' 4% ' -7% ' -23%
fpm-12am) 2.26 2.39 2.05 1.83 2.10 2.00 1.72 1.56 ' -996 ' -24% ' -19%
IDC-Time of Day
3am4pm) 1.96 2.12 2.03 1.99 2.02 2.16
ipm-12am) ' 2.11 2.15 2.25 2.21 2.19 2.50 •
Customer Service
:MB-Time of Day
3am4pm) 2.05 2.22 2.13 1.84 1.92 1.79 1C -23% C 10% I -39%
igm-12am) 2.36 2.23 1.76 1.99 2.02 1.68 2.11 1.51 -28% ' -14% C -40%
4DC-Time of Day
Sam-40m) I •
ipm-12am) 1.76 1.60 1.51 1.54
Safety
:MB-Time of Day •
lam4pm) 1.66 I 9% ' 18% -15%
ipm-12am) 1.60 -30% -19% -39%
IDC-Time of Day
3am4pm) •
1pm-12am) 1.69 •
Maintenance •
:MB-Time of Day
3am4pm) 1.58 :r,. C -2% ' 4 .
ipm-12am) 1.64 -1% -6% • -24%
4DC-77me of Day
3am-4pm) 1.52 ' 1.76 1.54 1.91
tpm-12am) 1.65 1.71 1.80 1.70 1.72 1.90 •
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 R. Gonzalez, Transportation Director
Dr. Leslie D. Rosenfeld, Chief Learning and Development Officer
Attachment
KGB/ItD
Criteria for each area are listed below:
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 passengers
argue with
9
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 notices
• No visibly loose or broken interior items
• No visibly loose of broken exterior item