LTC 586-2018 Mystery Rider Program Results for FY 2017/18 Quarter 4 MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # LETTER TO COMMISSION
586-2.018
TO: Mayor Dan Gelber and Members 1 the City (ommission
-
FROM: Jimmy L. Morales, City Manager I
DATE: November 1, 2018
SUBJECT: Mystery Rider Program Results fo FY 2017/18 Quarter 4
The purpose of this Letter to Commission is to communicate the results of the Mystery Rider
Program from FY 2017/18 Quarter 4 (July 1 to September 30, 2018).
Key Q4 Metrics:
• Citywide Overall Rating: 1.41
• Reliability Rating Compared to Prior Fiscal Year Quarter: 17% Improvement
• Citywide Percent Assessments Meeting Target Customer Service: 97.2%
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 2018, 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 4
Overall, the City Mystery Rider Program in FY 2017/18 Quarter 4 was a 1.48, with 91.8% of
assessments scoring a 2.0 or better. This represents 25% and 22% 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 lower scoring area at 1.80 and 84.2% of stops
meeting the target; however, this is a 35% and 31% improvement compared to the
same quarter in the prior FY. FY average for this criterion is a 2.23. A contract for a
design of new bus shelters was executed on July 19, 2017. Design efforts started as
of October 2017, and were approved by the Design Review Board and Historic
Preservation Board in October 2018. 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 95 bus/trolley shelters. Transportation Department continues to work closely
with Clear Channel on replacement of deteriorated benches and repair or
replacement of damaged elements of the existing bus shelters. Transportation and
Sanitation are discussing best approach to address limited service levels for stops
located in residential and commercial non-entertainment areas.
• Reliability - Results show that trolley reliability scores deteriorated compared to the
previous quarter, scoring 1.77 with 78.2% meeting the target of 2.0. This is a 6%
deterioration from the prior quarter, and a 17% improvement from the same quarter
in the prior FY. Reliability between 4pm — 12am deteriorated to 1.83, a 10% decline
from the prior quarter. Transportation Department staff is using an on-time
performance tool to monitor the performance of trolley service. Staff continues to
work 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 1.24 with 97.2% meeting
the target of 2.0. This is an 30% and 28% improvement respectively from the same
quarter in the prior FY. The Transportation Department continues 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. Beginning in Q4, staff has
implemented an English proficiency standard to ensure trolley operators are
responsive to customer inquiries.
• Vehicle Appearance/Cleanliness — Scores in this area improved to 1.38 or 3%
when compared to the previous quarter and improved by 31% when compared the
same quarter in the prior FY. The score indicates 97.2% of assessments are 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 ongoing improved performance.
• Safety and Maintenance - Safety improved to 1.11, a 13% improvement from the
same quarter in the prior FY. Maintenance scores also improved to 1.13 or 16%
when compared to the prior quarter. This reflects 98.9% and 99.4% 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 City of Miami Beach Trolley Routes C lyalde
'Overall Miami Beach Transit Index Score for FY1S'16
All Trolley Routes by Factor(Target=1.5) Q1 Q2 Q3 Q4 FY Average
Overall 2.14 1 209 0 214 r 1.99 2.10
StopMmeriees 3.33 2.99 3.13 261 3.07
Refebikv 2.22 253 2.34 225 233
Appear arceOlean*ress 2.18 206 2.05 '1 209
Customer Bente 1.86 1.54 2.36 204 '92
Safety 1.64 1.55
titentenance 2.16 209 1.53 1.87
FY1617 FY17118
Overall Miami Beach Transit Index Score for %%Change %Change %Change
All Trolley Routes by Factor(Target-l.5) 01 02 Q3 Q4 FYArerage Q1 02 Q3 Q4 FY Average 6ompriorgIr from pnerFY from base year
qtr Qtr
Overall 206 18' 6 1 87 1.82 162 '66 1.543',00 -Le'b -[.-0
0 5' .
86.6?,m=6`es 286 246 267 2.75 2.66 2.59 250 210 18: 2.23 0 °' -35`'0 -31°:
Rel et L'v 211 '98 1.96 213 1.92 2.29 1 66 167 177 1.54 6°1 x -17% -210;
-p.ea an-s.2'aa-Bess 226 209 1.91 1.99 2.01 2.04 1.56 1.59 7 -31% --.
2_.s:-.1-'Sr-.:e 214 1 a6 1.52 1.76 1.72 1.56 1.63 0 -314
1.62 -in: 0 -13%
'.f-'w-ar:e 1.59 -77: -16%6
Overall M iar i Beach Mystry Rider Percent FYI5116
Trolley Meeting Target of 2.0 by Factor Q1 Q2 03 04 FY Aeerage
Overall 64.0% 699% 692% 75.096 69.5%
SbeAmenbes 39.5% 54.9% 51.1% 64.0% 52.4%
Rekabiily 664% 622% 662% 66.9% 65.99%
Appearance1Cl ariness 64.4% 663% 71.4% 78.0% 70.0%
Custom&SeMce 720% 64.9% 78.7% 77.2%
Safe 87.0%
fdintenance 873% 8.6%
Overall Miami Beach Mystry Rider Percent FY16111 FY1TI18
Trolley Meeting Target of 2.0 by Factor %Change "%Change ;Change
Target 90%) Q1 Q2 Q3 Q4 FY Average 01 02 Q3 Q4 FY Average from priorgb from prior FY from base year
qtr Qtr
Overall 69.6% 742', 77A%0 75.0% 74.1% 76.1% 8369, 835°', IMMr 887.': ' 4% 0 22% 0 21%
5::.L.-F:e.. 55.9% 620% 64.1% 64.3% 61.6% 70.0% 726% 79.1% 842% 77.7% 6% r: 31% : 32%
Reaci.ty 702% 71.8% 762% 70.9% 723% 68.9% 74.4% 626% 782% 77.1% -5% 10% r 17%
Appearance1Cleariiress 658% 703% 74.6% 72.0% 767% 68.4% 884% 876% 1% r 35% p 25%
CustomerSence 769% 797% 873% 76.2% 85.0% 82.2% 871% 1% 7 28% ° 24%
SII 2% 3% 6%
thartename 1% 1% 6%
_'619 _ ,'79539rd e
'sr-xe 10.L Y.6
1'iJ �s0n se
Mystery Rider Score Foe CMB Trolleys 6 MDC South Beach Local by Factor.Agency&Time of Day(Target=1.5)
1 Score For CMB Trolleys&MDC South Beach Local FY15116
i by Factor.Anency&TineofDay(Target.1.5) Q1 1 Q2 1 03 [ 04 FYkerage
Stop Arrant os
CM&rtme clDar
(8a1-4pn) 3.27 305 3.26 247 304
(4pm12am) 336 287 2.93 2.82 3.06
UDC-TmedDay '
(8an-4pm) 4.00 322 3.46 I 3.21 355
14pn-12am1 382 339 3.76 I 3.74 364
Reliability
ICM&Tme d Oa/ I
(&amigo) 221 2.51 2.47 2.34 2.34
(4pn-12arn) ___228_ 261 2.13 2.14 227
MDC•rmedDay
1
(8ao- r1) 184 2.33 217 1.6 208
(4041•12arr) 2.13 192 1.51 1 77
Appearena I
CM&Tana of Day
(8andpn) ' 2.20 2.05 2.13 193 I 2.10
(4pn-12am) 2.17 2.06 1.93 2.04 j 2.08
MDC-rimed Day !
(8an-4pn) 2.41 219 1.76 200 2.13
(463n-123m) 2.33 2.41 209 2.14 226
Cuaomer Sable. !
CHB-rmeofON I
(8a1.415n) 1.68 2.28 197 1 180
(41:0-12an) 2.09 1.68 250 2.10 r 2.09
MDC•rme d Dai I
(8an-4pn) 168 190 155
S4pn-12am1 1.85 1.94 2.34 1.95 ' 2.02
Salary
CMB-Timed ON
(8andpn) 1.60 1.53
(4pn•12am) 1.70 1.59
MDC-rimed Day
(8a41-40n) 1.50 1.52
(4p1-12am 1 1.91 1.98 1.60
maintenance _
Y
ICM&Timed Day
I(8an•4pn) 2.18 218 196
34211-12an) 2.13 1.90 1.50 1.65 197
IMDC-TrredDay
I18a71dp1) 2.52 2.09 199
.(4pn-12an) 2.42 2.04 1.4 196
FY16!17 FY17718
Score For CMB Trolleys&MDC South Beach Local % %Change %Calpe
h
by Factor.Agency&Time ofDay(Taget=1.5) 01 Q2 133 04 FY tamp 01 02 03 04 FY/wrap from prlorFY from base war
from price If as 0a
Stop Ampnlies
C'18.--medCav
(8andpn) 2.70 2.29 2.36 2.43 1 2.43 2.50 2.42 2.25 206 2.32 -3% -15% -17%
1(4pm•12an) 2.64 2.34 2.41 2.51 i 244 2.29 235 205 •83 2.16 ' -12% C -28% -36%
IMDC•rme of Day
(8a1-401 3.08 325 3.23 326 321 3.25
(4pn-12an) 3.02 3.23 3.66 3.46 336 3.75
Raeedery
CM&Thrie of Day
(8an-4pn) 2.05 2.49 2.08 I 2.09 2.16 2.58 1.72 193 1.86 1.99 ' 2% ' .11% -21%
14041-12an) 226 227 2.19 I 2.69 237 296 1.93 1.66 1.83 221 ' 10% ' -32% -14%
MDC-rmeofDay 1
(8andpn) 2.51 2.51 2.14 193 224 I 77
(491-12am) 221 2.02 196 189 2.00 , 1.65
Appearance
CM&Time of Day I
(8andpn) 2.29 223 1.77 205 ' 204 2.53 1.72 1.65 1.81 -19% ' -35% -31%
(4pm-123m) 2.26 2.39 2.05 i 183 2.10 200 1.72 1.56 1.71 ' -23% ' -34% -41%
MDC-TmeciDay I
(8an-4pn) 196 2.12 2.03 i 1.93 2.02 2.16
(4pn-12an) 2.11 2.15 225 221 2.19 2.50
CWmner Sarna
ICM&Tana&Day
(8cm-12a 2.05 222 2.13 1 184 192 1.79 1.62 ' -14% C d5% 43%
14pn-12arI 236 223 1.76 193 2.02 1.63 2.11 151 1.80 ' -15% C •35% •39%
MDC-rimed Day
(8aMcm) ,
j4pm-12an) 1.76 1.60 1.51 1.54
I Safety .
f1ICM&Tine of Day
(8andpm) 186 -21% -17% -29%
(4pn-12a11 180 6% -18% .31%
IMDC-rmeaDay
I(8am4pn)
(4p41-12am) 1.69
MelMenena
CM&Tana dDay
(8andpn) 1.58 3% ' -7% 23%
(4cm-12an) 1.64 0% 3% •31%
MDC-Tired Day
(ban-ten) 1.52 1.76 1.54 1.91
(4pn-1235) 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
Attachm-
KGB/L',
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 argue with passengers
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