NOTICE OF MEETING AND AGENDA - Metro Transit

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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
From: Raymond A. Friem, Chief Operating Officer - Transit Subject: Capital Projects Update – Transit Operations Disposition: Information Presentation: Raymond A. Friem, Chief Operating Officer – Transit Metro Agenda Item Operations Committee June 19, 2012 OBJECTIVE: Brief the Operations Committee regarding the status of capital projects in the Transit Operations Division and provide an update on the Automatic Fare Collection – Smart Card Program. BACKGROUND: The responsibilities of the Transit Operations Department include the daily operation and maintenance of the regional transit system and the execution of our nearly $200 million operating budget and, managing a significant portion of the Agency’s capital budget. In FY2013, Transit Operations Managers will manage projects of over $56,000,000 dollars that will purchase new rolling stock for Maintenance and Security activities, upgrade and modernize our MetroBus facilities, provide for more reliability and enhanced security of the MetroLink system, or directly underwrite costs for Job Access Reverse Commute projects in West St. Louis County. Transit Operations Personnel are also involved in a host of projects managed by other departments within Metro. These projects include Operations Software upgrades managed by Information Technology, the Eads Bridge rehab and Smart Card projects managed by Engineering. The Smart Card project was first reviewed by this committee last summer, and an update of the status of this project will be provided by project manager Thomas White of the Engineering Department. MANAGEMENT RECOMMENDATION: No action required. This briefing paper is submitted for information only. Attachment
Page 1 and 2: NOTICE OF MEETING AND AGENDA METRO
Page 3: METRO - Transit Operations Division
Page 7 and 8: Metro Agenda Item Operations Commit
Page 9 and 10: Metro Agenda Item Operations Commit
Page 11 and 12: Automatic Fare Collection System Pr
Page 13 and 14: Near Term Activities - Equipment Up
Page 15 and 16: Validators Upgrades Work includes
Page 17: Project Benefits Benefits are alrea

NOTICE OF MEETING AND AGENDA - Metro Transit

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