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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