LTC 433-2017 Mystery Rider Program Results for FY 2016_17 QuartMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 433-2017
LETTER TO COMMISSION
TO: Mayor Philip Levine and Members of tale City Co mission
FROM: Jimmy L. Morales, City Manager
DATE: August 16, 2017
SUBJECT: Mystery Rider Program Results for FY X016/17 Quarter 3
The purpose of this Letter to Commission is to communicate the results of the newly
developed Mystery Rider Program from FY 2016/17 Quarter 3 (April 1 to June 30, 2017).
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. 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 (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 2016/17 Quarter 3
Overall, the City Mystery Rider Program (Trolley only) in FY 2016/17 Quarter 3 was a 1.76,
with 77.4% of assessments scoring a 2.0 or better. This represents 18% improvement when
compared to the same quarter in the prior FY. Staff has incorporated real-time alerts for low
scoring areas which enables for improved response times in connection to all criteria.
Areas of Focus (Trolley only)
• Amenities — Stop amenities is a low scoring area at 2.67 and 64.1% of stops
meeting the target; however this is a 25% improvement from the same quarter in the
prior FY. A contract for a design of new bus shelters was executed on July 19, 2017.
Design effort will start prior to end of August 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 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 repair or replacement of 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 evaluating current stops without a
shelter to determine if a trash receptacle or bench can be installed or if existing
amenities need replacement.
Positive and Stable Areas
• Reliability - Results show that trolley reliability scores improved compared to the
previous quarter, scoring 1.96 with 76.2% meeting the target of 2.0. This is a 16%
improvement from prior FY quarter. 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 on-time performance reports and is developing new reports that will improve
monitoring of service performance.
• Customer Service — Results indicate an average score of 1.52 with 87.3% meeting
the target of 2.0. This is an 18.3% improvement from the prior quarter and a 36%
improvement from the same quarter the prior FY. The City's Organizational
Development Performance Initiatives staff provided a supplemental customer service
training for all trolley operators on May 18, 2017, reinforcing the City's customer
service standards. 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 improved by 8.6% when compared
to the previous quarter and remained stable when compared the same quarter in the
prior FY. The score of 1.91 indicates 74.6% of assessments meeting the target.
Staff is requiring submittal of daily 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 — Safety improved to 1.19, an 11.8% improvement from the prior quarter and
27% improvement from the same quarter in the prior FY. 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 y of Miami Beach Trolley Routes Citywide
Overall Miami Beach Transit Index Score for
FY15/16
All Trolley Routes by Factor (Target=1.5) 1 Q1 02 Q3 Q4 FY Average
Overall
IStgp Amenities
Relliability
kmer
ranc e/C I eanl i nes s
Service
Inance
2.14
2.09
2.14
1.99
2.10
3.33
2.22
2.18
1.86
2.16
2.99
3.13
2.61
3.07
2.53
2.34
2.25
2.30
2.06
2.05
1.98
2.09
1.54
2.09
2.36
2.04
53
1.92
1.87
Overall Miami Beach Transit Index Score for
AJI Trolley Routes by Factor (Target=1 .5)
FY16/17
01
Overall
I Stgjp Amenities
I Reliability
Qooearan(e/Cleanl iness
�C`` Vomer ervice
I$ety
!Maintenance
2.06
Q2
Q3
1.81
1.76
Q4 FY Average
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
FY15/16
Q1
Q2 Q3
Q4 l FY Average
Overall
Stgp Amenities
Reliability
etoearance/Cleanliness
Customer Service
SAfete
Maintenance
64.0%
69.9%
68.2%
75.8%
69.5%
39.5%
68.4%
64.4%
73.0%
87.3%
51.1%
66.2%
71.4%
64.0%
66.9%
78.0%
' 52.4%
' 65.9%
70.0%
87.0% 02..,4% I
11:4. /41 I
% Change
.tallaqtr
9°6
-3%
-12%
0%
% Change
from prior FY
qtr
% Change
from base
Y4!
468
-367
-27% -27%
-3% -3%
-18%
-15%
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
Ma(Target 90%)
Overall
IStop Amenities
(Reliability
Aooearance/C leanlines s
Cy�fomerService
Service Maintenance
FY16117
Q1
02
03
04
FY Average
% Change
from prior qtr
% Change
fraior FY
69.6%
74.2%
77.4%
55.9% 62.0 % 64.1 %
70.2% 71.8% 76.2%
4% 13%
% Change
fr
13%
3% 25% 25%
6% 15% 15%
6% 4% 4%
10% 35% 35%
2% 12% 12%
0% 1% 1%
2.70
2.64
2.29
2.34
2.36
2.41
Score For CMB Trolleys & MDC South Beach Local
by Factor, Agency & Time of Day (Target =1.5)
FY16i17
01
I
Q2 03
Q4
FY Average
% Change
from prior
ra.
% Change
from prior
FY qtr
% Change
from base
year Qtr
Stop Amenities
CMB- Time of Dav
(8am-4pm)
(4ern12am1
MDC -Time of Dav
(8am-4,9m),
(4om-12aml
Reliability
CMB- Time of Dav
(8am-4om)
(4om-12am)
MDC -Time of Dav
(8am-4om)
(4pm-12am)
Appearance
CMB- Time of Dav
(8am-4pm)
(4pm-12am)
MDC -Time of Dav
(8am-4pm)
(4pm-12am)
Customer Service
CMB- Time of Dav
(8am-4pm)
(4m-12am)
MDC -Time of Dav
(8am-4pm)
(4pm-12am)
Safety
CMB- Time of Day
I(8am-4om)
4 12am)
IMDC-Time of Dav
I(8am-4om,
1(4pm-12am)
Maintenance
CMB- Time of Dav
48am-4pm)
4 12am1
DC -Time of Dav
m-4om)
(4pm-120n1)
=101.0-1.4999
1.5-1.999
r. yy 2.0-6.0
14.1' .,.`79.999 and below
80.0-89.999
90.0-100
Next Quarter Assessments
3.08 3.25
3.02 3.23
3.23
3.66
2.05
2.49
2.08
2.26
2.27
2.19
2.51
2.51
2.14
221
2.02
1.96
2.29
2.23
1.77
2.26
2.39
2.05
1.96
2.12
2.03
2.11
2.15
2.25
2.05
2.22
2.36
223 1 1.76
1.66
1.60
1.69
1.58.1111111111111
1.64
1.52
1.65 1.71 1.80
3% -28% -28%
304, -18% -18%
-1% -7.17
13% -3%
3%
-16% -16% -16%
-4%
3% 3%
-15% -1% -1%
-3' 30% 300/0
-21% -17% -17%
r -14% 6% 6%
r-4% 15% 15%
r 5% 8% 8%
r-43% -45% -45%
r -21% -30% -30
r -19% -33% -33%
I -6% -35% -35%
r-14% -?8 41 -28 i�
r -7% -25% -25%
-16% -26 -26%
r -11% -34% -34%
r-6% -2% -2%
r -7% -19% -19%
I
r5% 3r% 3r.
r 5% 42% 42%
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
Criteria for each area is 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, MBT, CLT)
• 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
Maintenance
• 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
• 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