NOTICE OF MEETING AND AGENDA - Metro Transit

YTD FY2012 FY2011 +/-
Arrests – MetroBus
15 16 -6.25%
Arrests – MetroLink
834 766 8.88%
Summons - MetroBus
42 28 50.00%
Summons - MetroLink
1763 1358 29.82%
Security Activity
System wide, arrests and summons activity is up
significantly across the system. Some additional efforts have
been made toward addressing MetroBus Security issues,
and Metro continues to deploy Force–multiplier techniques
to widen the security perimeter around several MetroLink
stations. Efforts at enhancing Metro’s Security efforts include
creating direct links between customer reports and Security
responses, similar to those we have in modal operations (Bus, Van, Rail). In FY2012 we have been collecting
Security contact information within our customer call center. (There have been some 170 customer complaints
involving Security thus far in FY2012.) The Operations Division intends to add Customer Service Security Contacts
as an operative and comparable statistic in FY2013.
FY2012 FY2011 +/-
On Time
Performance
On Time
Performance
Previous
Period
Service Quality Indicators
FY2012
Complaints/
100,000
FY2011
Complaints/
100,000
+/-
Previous
Period
Boardings Boardings
Rail 98.54% 98.63% -.1% 1.06 0.85 24%
Bus 91.1% 89.3%* 2.0% 15.49 16.48 -5.6%
Van 95.3% 98.6% -3.3%** 15.7 21.46 -26.8%
FY2012
YTD
Preventable
Accidents
FY2011
YTD
Preventable
Accidents
+/-
Previous
Period
FY2012
YTD total
Accidents/
Incidents
FY2011
YTD total
Accidents/
Incidents
+/-
Previous
Period
Rail 4 3 25% 14 14 0%
Bus 106 149 -29% 302 361 -16%
Van 37 34 8.82% 109 78 39.74%
FY2012
Service
Delays –
Equipment
FY2011
Service
Delays –
Equipment
+/-
Previous
Period
+/-
Previous
Period
FY2012
YTD MDBF
FY2011
YTD MDBF
Rail 109 172 -36.6% 43,672 28,079 56%
Bus 683 771. -11.4% 23,558 20,320 16%
Van 74 54 37% 58,477 75,802 -23%
The third quarter quality
indicators reflect a mixed level
of accomplishment, and
consumer response to system
issues. MetroLink has been
heavily involved in single track
and weekend shutdowns for
maintenance and system
enhancement purposes. As a
result, Rail on-time performance
(OTP), and customer
complaints are up significantly
in the third quarter with an
impact on year to date (YTD)
statistics. Conversely, the use of
AVL data to improve bus
schedules coupled with
improvements in MetroBus
mechanical performance, and a
proactive retraining program
aimed at addressing complaints
about operator behavior, have resulted in significant improvements in both improved OTP and reduced customer
complaints. Call-A-Ride is changing the definition of on-time performance to measure the actual time requested by
the customer instead of any re-negotiated time for pick-up or drop-off. This will ensure that this statistic is the most
accurate barometer of customer satisfaction that it can be. Call-A-Ride is enjoying a lower customer complaint
rate, and a 3 – 1 ratio of customer commendation to customer complaint, an impressive result. Accident rates
across the system are fairly neutral, up in van and rail and down significantly in MetroBus. Rolling stock
performance continues at unheard of levels for the industry led by both bus and rail which are up significantly. Van
is “down” to a little under a failure every 60,000 miles, due to our inability to locate and procure replacement vans
for our service profile. We hope to have a new manufacturer under contract early in FY2013.
YTD Customer Service Call Center Statistics
Stability in the transit system has led to more stability in the
Customer Service Call Center where calls presented in both
information and service areas are up slightly as are our ability
to answer these calls which are approaching 90%.
Information
Calls Presented
% Information
Calls Answered
Service Calls
Presented
Service Calls %
Answered
FY2012 FY2011 +/-
572,697 571,545 0.20%
89.86% 88.48% 1.56%
20,154 19,304 4.40%
93.51% 93.72% -.22%
TO Report to CEO FY12QTR3EXEC Summary.doc 2