LTC 051-2018 Mystery Rider Program Results for FY 2017_18 Quarte(1)MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # LETTER TO COMMISSION
051-2018
TO: Mayor Dan Gelber and Members of the City C. mission
FROM: Jimmy L. Morales, City Manager
DATE: February 6, 2018
SUBJECT: Mystery Rider Program Results for Y 2017/18 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Mystery Rider Program from FY 2017/18 Quarter 1 (October 1 to December 31,
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. The Alton West
Trolley was discontinued on November 18, 2017 The South Beach Loop trolley service was
soft -launched with 6 out of 10 vehicles in service on November 1, 2017, with full service
implementation on November 20, 2017 (10 vehicles in service). The Collins Express trolley
route was extended by five (5) additional miles on November 1, 2017. 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 1
Overall, the City Mystery Rider Program (Trolley only) in FY 2017/18 Quarter 1 was a 1.82,
with 76.1% of assessments scoring a 2.0 or better. This represents 12% 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 2.59 and 70.0% 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. Additionally,
transportation is reviewing cleanliness data to determine need for adjustments to
contractor resource allocation.
• Appearance/Cleanliness — Scores in this area deteriorated by 3.0% when
compared to the previous quarter and improved by 10% when compared the same
quarter in the prior FY. The score of 2.04 indicates 68.4% of assessments meeting
the target. 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.
• Reliability - Results show that trolley reliability scores deteriorated compared to the
previous quarter, scoring 2.29 with 68.9% meeting the target of 2.0. This is an 8%
decline from the prior quarter, and a 9% improvement from the same quarter in the
prior FY. Headway times were adjusted on November 17, 2017 for the Collins
Express Trolley to twenty (20) minute headway due to the five (5) mile expansion of
the route. Between November 1, 2017 and November 16, 2017, 35 assessments
were conducted for the Collins Express route using the fifteen (15) minute headway
rather than the twenty (20) minute headway. This is approximately 4.5% of total
assessments conducted during the quarter. 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. Additionally, the trolley operator hired one (1) additional road supervisor
who is dedicated to the Miami Beach Trolley Service and closely monitors trolley
operations, including ensuring appropriate spacing between trolley vehicles. As
such, there are now two (2) road supervisors per shift overseeing operations of
citywide trolley service.
Positive and Stable Areas
• Customer Service — Results indicate an average score of 1.56 with 82.2% meeting
the target of 2.0. This is an 11% improvement from the prior quarter and 27.0%
improvement from the same quarter in the prior Fiscal Year. 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 will provide additional customer service
training to help reinforce prior training objectives and "Ambassador Style" customer
service requirements.
• Safety - Safety improved to 1.23, a 3% improvement from the prior quarter, and
24% 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 Civ of Miami Beach Trolley Routes Ci de
Overall Miami. Beach Transit Index Score for
, All T;rp)(@y Routes by Factor (T arget=1 .5)
FY15/16
01
02
03
04
FY Average
Overall
2.14
r 2.09
r 2.14
1.99
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
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
I t'
1.64
1.55
1.87
Maintenance
2.16
2.09
1.53
Overall Miami Beach Transit Index Score for
All Trolley Routes by Factor (Target=l.5)
Overall
FY16117
FY17118
01
Q2 Q3
Q4 FY Average
01
Change
from prior qtr
96 Change %Change
from prior FY from base year
qtr Qtr
2.06
1.81
1.76
1.87
1.82
' '2
-396
-12%
-15°6
Stop Amenities
Reliability
Appearance/Cleanliness
266
2.46 2.67
2.11
1 98 1.96
2.26
2.09 1.91
Customer Service
2.14
1.86 1.52
Safety
1.62
Maintenance
1.59
2.75 I -6% -22%
2.13 1S [ 8% 3%
199. 3% ' -6%
1.76 72 r -11% r -27% r -16%
1 -3% -24% 10%
-3%
' -10%
4% -1296 -35%
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
Overall
Stop Amenities
Reliability
Appearance/Cleanliness
Customer Service
Safety
Maintenance
Overall Miami Beach Mystry Rider Percent
Trolley Meeting Target of 2.0 by Factor
(Target 90%)
Overall
FY15/16
69.995
39.5% 54.9%
68.4% 62.2%
64.4% 66.395
03
68.2%
51.1%
66.2%
71.4%
04
756%
FY Average
09.5'6
64.0% 52 496
669% 65.9%
78.0% 70.09
FY16/17
FY17118
01
Q2
Q3
Q4
FY Average
01
Change %Change % Change
from prior FY from base year
from prior qtr qtr Qtr
69.6%
74.2%
77.416
75.0%
74.1%
76.1%
9%
1916
Stop Amenities
Reliability
Appearance/Cleanliness
Customer Service
Safety
55.990
62.0%
64 1%
61.3% 61.696
70.096
9% 25% r 77%
702%
71.8%
762%
70.9%
72.3%
68.9%
65.8%
70.3%
74.6%
72.0% 70.796
68.4%
-3
n -5%
-2%
1%
4%
6%
76.9%
79.7%
87.3%
76.2%
80.0%
82.2%
8%
7%
Maintenance
-1.0-1.5
i.51-20
Mill 2.1-6.0
179.980 and below
800-80.009
1000-100
1%
4%
2%
7%
13%
-2%
10%
Score For CMB Trolleys & MDC South Beach Local
by Factor. Agency &Time of Day (Target =1.5)
FY16/17
FYI7f18
Q1
02
Q3
1
04 I FY Average
%Change
Q 1
from prior qtr
7Change
from prior FY
%Change
from base year
Qtr
Stop Amenities
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.70
229
2.36
2.43
243 2.50
3%
-7%
-24%
2.64
2.34
2.41
2.51
244 229
-9%
-13%
-32%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
308
325
3233.26
3.21 I 325
0%
6%
-19%
3.02
323
366 l 346
3.38 i 375
t 8%
24%
-2%
Reliability
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.05
2.49
208
2.09
2.16
2 58
' 23%
26%
t 17%
226
2.27
2.19
2.69
2.37
2.36
' 10%
' 31%
t 30%
MDC -Time of Day
i
(8am-4pm)
(4pm-12am)
2.51
2,51
2.14
1.98
2.224
1.77
-11%
-29%
-4%
2.21
292
1.56
1.89
2.00
1.65
-13%
-25%
-23%
Appearance
CMB- Time of Day
(8am-4pm)
(4pm-12am)
2.29
2.23
2.05
2.04
2.53
' 23%
. 10%
. 15%
2.26
2.39 i
2.05
23
2.10
2.00
' 9%
-12%
-8%
MDC -Time of Day
(8am-4pm)
(4pm-12am)
LZ
2.12203
1.39
202
2.16
. 9%
. 10%
t -10%
_ .1
2 '5 ,
2.25
2.21
2.19
2.50
' 13%
18%
7%
Customer Service
CMB -Time of Day
(8am-4pm)
(4pm-12am)
2.05
222
•.
2.13
1.44
1.92
-10%
-6%
' 14%
- 2.36
223
1.76
.y
2.02
1.68
t -16%
' -29%
-20%
MDC -Time of Da
(8am4915)
(4pm-12am)
1.78
1.60
1.51
1.54
-11%
-29%
-23%
-43%
-24%
-46%
Safety
CMB- Time of Da
(8am-4pm)
4.m-12am
MDC -Time of Da
1.66
1.60
6%
-3%
-17%
-19%
21%
15%
(8am-4pm)
4.m-12am
Maintenance
1.69
,
26%
-11%
-4%
-35%
24%
-11%
CM8- Time of Da
(8am-4pm)
4.m-12am
MDC -Time of Day
1,58
1.64
,.
.
4%
7%
-20%
-27%
-42%
-44%
(8am-4pm)
(4pm-12am)
1.65
1.71
1,52
1.76
1.54
1.91
9%
47%
-24%
1.80
1.70
1.72
1.90
t 12%
' 15%
-21%
1.0-1.4999
-.,11.5.1.989
2.0.8.0
allini79.099 and below
80.0-89.8.00_
I00. 0-100
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
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, CLT (November 17, 2017))
• 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 (SBT, NBT, MBT, CLT)
• 0-15 minutes
• 16-18 minutes
• 19-22 minutes
• 23-25 minutes
• 26-28 minutes
• More than 49 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
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 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
• 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