Performance Measures

Second Quarter 2012

Earn & Retain Community Trust

6 Performance Measures:

Ridership

Cost Effectiveness (Cost per Passenger)

Cost Efficiency (Cost per Revenue Hour)

Service Effectiveness (Passengers per Revenue Hour)

Customer Security

Maintenance Cost

1

2Q2011

Goal: Sustain 95% of 2011 Ridership Level

Result: Ridership is Flat YTD

2

Ridership

2009 = 11,152,408

2010 = 10,710,528

2011 = 10,831,987

Proj. 2012 = 10,290,388

2Q2012

500,000

600,000

700,000

800,000

900,000

1,000,000

1,100,000

1,200,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Fixed Route 2009 2010 2011 2012

Goal: 0% Growth in Ridership Level

Result: Ridership is Flat YTD

3

Ridership

2009 = 521,578

2010 = 517,192

2011 = 485,551

Proj. 2012 = 485,551

2Q2012

30,000

35,000

40,000

45,000

50,000

55,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Paratransit 2009 2010 2011 2012

Goal: 8% Growth in 2012

Result: 8.5% Increase YTD

4

2009 = 209,787

2010 = 214,193

2011 = 232,825

Proj. 2012 = 251,451

Ridership 2Q2012

10,000

12,500

15,000

17,500

20,000

22,500

25,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Rideshare 2009 2010 2011 2012

Cost Efficiency Fixed Route

OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE

TO NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS

5 * System averages assume a performance equal to STA for 2011 and current year

2Q2012

$113.16

$139.14

$117.63

$134.33

$170.81

$154.84

$118.08

$0.00

$20.00

$40.00

$60.00

$80.00

$100.00

$120.00

$140.00

$160.00

$180.00

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012COST PER REVENUE HOUR

Objective

81.3%

Cost Efficiency Paratransit

6 * System averages assume a performance equal to STA for 2011 and current year

OBJECTIVE: CONSTRAIN OPERATING COST PER HOUR OF SERVICE

TO NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS

2Q2012

$71.84

$85.89 $85.47 $84.85 $83.78 $81.09

$94.25

$0.00

$20.00

$40.00

$60.00

$80.00

$100.00

$120.00

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012COST PER REVENUE HOUR

83.6%

Objective

Goal: Recover 100% of Operating/Administrative costs

Cost Efficiency

Rideshare

7

2Q2012

2011 2Q 2012

96.1%

$0.48

$0.53

109.0%

Operating/Administrative Cost

per Mile

Revenue per Mile

$0.56

$0.52

%

GOAL: TRANSPORT 24.0 PASSENGERS PER REVENUE HOUR

Service Effectiveness Fixed Route

8 * System averages assume a performance equal to STA for 2010 and current year

2Q2012

29.9527.95

20.87

29.44

21.29

38.99

29.15

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012PASSENGERS PER REVENUE HOUR

Objective

GOAL: TRANSPORT 3.0 PASSENGERS PER REVENUE HOUR

Service Effectiveness

Paratransit

9 * System averages assume a performance equal to STA for 2010 and current year

2Q2012

2.90

2.36

2.66

2.27 2.26

1.80

2.79

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012PASSENGERS PER REVENUE HOUR

Objective

Cost Effectiveness

Fixed Route

10 * System averages assume a performance equal to STA for 2009 and current year

OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO

NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS

2Q2012

$3.78

$5.14$5.52

$4.46

$7.85

$3.88 $3.96

$0.00

$1.00

$2.00

$3.00

$4.00

$5.00

$6.00

$7.00

$8.00

$9.00

$10.00

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012COST PER PASSENGER

73.6%

Objective

Cost Effectiveness Paratransit

11 * System averages assume a performance equal to STA for 2010 and current year

OBJECTIVE: CONSTRAIN OPERATING COST PER PASSENGER TO

NO MORE THAN 94% OF THE STATEWIDE AVERAGE FOR URBAN SYSTEMS

2Q2012

$24.18

$39.97

$34.56

$40.24 $39.97

$48.57

$36.51

$0.00

$10.00

$20.00

$30.00

$40.00

$50.00

$60.00

STA UrbanizedAverage

Everett Transit Pierce Transit(Tacoma)

CommunityTransit

(Snohomish)

King CountyMetro

C-Tran(Vancouver)

2010 2011 2012COST PER PASSENGER

60.5%

Objective

Customer Security

12

2Q2012

Driver Driving

Safely

Fixed Route

Paratransit

Personal

Safety on Van

Driver Driving

Safely

Personal

Safety on Bus

4.8

4.3

4.4

2010

4.8

2010

2011

Not

Measured

2011

Not

Measured

4.8Not

Measured4.7

2Q 2012

TBD

TBD

2Q 2012

GOAL

Score 5 on

a scale of 1-5

(Standard =

4.5)

Score 5 on

a scale of 1-5

(Standard =

4.5)

GOAL

Score 5 on

a scale of 1-5

(Standard =

4.5)

Score 5 on

a scale of 1-5

(Standard =

4.5)

Not

Measured

13

Maintenance Cost

(Cost per Mile)

2Q2012

2011 2Q 2012 GOAL

$1.11$1.01Fixed Route

Paratransit

$1.02

$0.75 $0.81$0.74

Provide Excellent Customer Service

6 Performance Measures:

On-Time Performance

Call Center Performance Calls to Queue

Abandoned Calls

Customer Service Response Time

Customer Satisfaction Professional and Courteous

Driver Announcements/Introduction

Cleanliness of Coach/Van

Comment Rate

Maintenance Reliability 14

1Q2012

On-Time Performance

15

2Q2012

2011 2Q 2012 GOAL

97.15%

93.60%

Fixed Route

Paratransit

98.34% 95%

95%94.71%

Call Center Performance Calls to Queue

36,161

31,611

34,547

32,64133,874

32,752

30,608 30,351

36,971

32,173

34,09932,552

35,630

31,67733,399

29,99630,944

29,727

20,000

22,000

24,000

26,000

28,000

30,000

32,000

34,000

36,000

38,000

40,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Customer Service: 328-RIDE

2009 2010 2011 2012

19,566

17,235

18,94918,443 18,058 17,912

16,71117,665 17,704 18,158

18,899 18,895

19,47018,834 18,699

17,642 18,05317,404

15,000

17,000

19,000

21,000

23,000

25,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Paratransit Reservations: 328-1552 2009 2010 2011 2012

16

2Q2012

Call Center Performance Abandoned Calls

4,858

3,585 3,044 3,100

4,623 4,565 4,216 4,254

7,055

3,254

4,326 4,024 3,763

4,366 4,720

3450 3811 3455

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Customer Service: 328-RIDE 2009 2010 2011 2012

2nd Quarter

Abandon Rate =

11.8%

612 404 367 435

263 363

204 181 352 307

433 476 574

441 322 390 303

4250

200400600800

1,0001,2001,4001,6001,800

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Paratransit Reservations: 328-15522009 2010 2011 2012

2nd Quarter

Abandon Rate

= 2.1%

17

2Q2012

Goal: < 4%

Call Center Performance Service Level-Calls Answered within 60 seconds

71%74%

80% 79%

71% 70% 71% 72%

62%

78%72%

75%77%

72% 73% 75% 74% 77%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Customer Service: 328-RIDE 2009 2010 2011 2012

18

2Q2012

Goal: 90%

82%87% 89% 87%

91% 90% 91% 93%89% 91%

87% 87%

84%89% 91% 90% 90% 89%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Paratransit Reservations: 328-1552 2009 2010 2011 2012

Professional & Courteous

Rating

19

2Q2012

4.74

4.85

4.73

4.00

4.25

4.50

4.75

5.00

Fixed RouteRide Along

CustomerService/ReservationsAdmin&Mgmt/Security

Goal: 4.5

Paratransit

Ride Along

Operator

Announcements/Introductions

90.7% 87.5%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Coach OperatorADA Stop Announcements

Van OperatorIntroductions

Goal: 100%

20

2Q2012

100.0% 93.3%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Coach Interior/Exterior Clean Van Interior/Exterior Clean

Vehicle Cleanliness

Goal – Yes = 90% or Better

21

2Q2012

Comment Rate

22

2Q2012

2011 2Q 2012 Standard

5.3 (per 100K

passengers)

4.6 (per 10K

passengers)

5.0 (per 100K

passengers)

5.0 (per 10K

passengers)

4.8 (per 100K

passengers)

4.3 (per 10K

passengers)

Fixed Route

Paratransit

Maintenance Reliability (Road Calls)

23

2Q2012

2011 2Q 2012 GOAL

7,988

40,5701 / 46,000

miles

1 / 8,000

miles6,509

32,926

Fixed Route

Paratransit

Average Miles Between Road Calls

Provide Organizational & Employee

Development

Performance Measures:

Training Rate

Ride Checks/Ride Alongs

24

1Q2012

Ride Checks/Ride Alongs

26

1Q2012

2011 2012 Standard

21 of 60

completed

100% of

operators

checked

annually

Paratransit 100%

Fixed Route 100%90 of 248

completed

100% of

operators

checked

annually

2 Performance Measures:

Total Accident Rate

Preventable Accident Rate

Injury Rate

Workers Comp Time Loss

Claims per 1,000 Hours

Safety

27

1Q2012

Standard: Less than 2.0 per

100,000 miles

28

2Q2012

2009 2010 2011 2012

Jan 33 6 19 14

Feb 13 10 14 8

Mar 11 9 11 6

Apr 7 12 9 6

May 5 14 19 12

Jun 8 8 15 4

Jul 2 9 10

Aug 9 10 8

Sep 11 10 8

Oct 7 10 12

Nov 7 21 4

Dec 19 35 8

Total Accidents 132 154 137 50

YEAR TO DATE

ACCIDENTS PER

100,000 MILES2.05 2.40 2.24 1.66

Fixed Route

TOTAL VEHICLE ACCIDENTS

0.00

2.00

4.00

6.00

8.00

10.00

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Monthly Accidents / 100,000 Miles 2009 2010 2011 2012

Standard: Less than 0.5 per

100,000 miles

29

2Q2012

2009 2010 2011 2012

Jan 5 0 1 2Feb 8 3 0 4Mar 5 2 3 5Apr 6 3 3 1

May 2 6 3 4Jun 3 3 2 2Jul 0 2 1

Aug 1 0 1 Sep 7 3 0 Oct 2 4 2 Nov 1 1 1 Dec 1 2 0

Total Prev. Accidents 41 29 17 18

YTD PREVENTABLE

ACCIDENTS

PER 100,000 MILES0.64 0.45 0.28 0.60

PREVENTABLE VEHICLE ACCIDENTS

Fixed Route

0.00

0.20

0.40

0.60

0.80

1.00

1.20

1.40

1.60

1.80

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Accidents per 100,000 Miles 2009 2010 2011 2012

Standard: Less than 2.0 per

100,000 miles

30

2Q2012

2009 2010 2011 2012

Jan 6 2 3 5

Feb 1 3 2 2

Mar 3 5 3 1

Apr 4 0 4 2

May 2 3 3 2

Jun 0 1 1 0

Jul 1 4 2

Aug 2 1 1

Sep 3 1 2

Oct 2 2 2

Nov 1 3 1

Dec 5 3 1

Total Accidents 30 28 25 12YEAR TO DATE

ACCIDENTS PER

100,000 MILES2.05 2.04 1.81 1.66

Paratransit

TOTAL VEHICLE ACCIDENTS

0.00

1.00

2.00

3.00

4.00

5.00

6.00

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Monthly Accidents / 100,000 miles 2009 2010 2011 2012

Standard: Less than 1.0

per 100,000 miles

31

2Q2012

2009 2010 2011 2012

Jan 1 0 1 0

Feb 0 1 1 2

Mar 1 3 1 1

Apr 2 0 2 0

May 1 2 0 1

Jun 0 0 1 0

Jul 1 1 1

Aug 0 0 1

Sep 1 1 0

Oct 0 0 1

Nov 1 1 1

Dec 3 1 1

Total Prev. Accidents 11 10 11 4YTD PREVENTABLE

ACCIDENTS

PER 100,000 MILES0.74 0.68 0.80 0.29

Paratransit

PREVENTABLE VEHICLE ACCIDENTS

0.00

0.50

1.00

1.50

2.00

2.50

3.00

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Accidents per 100,000 Miles 2009 2010 2011 2012

Workers’ Compensation Time Loss

25

2Q2012

2011 2Q 2012 Standard

Maintenance

0.01 0.01

0.01 0.05

0.03

0.02

0.02

0.04

0.02

Paratransit

Fixed Route

Lost Time Days per 1,000 Hours

Workers’ Compensation Claims

26

2Q2012

2011 2Q 2012 Standard

Fixed Route

Paratransit

0.13

Claims per 1,000 Hours

0.07

Maintenance

0.06 0.05

0.06 0.08 0.08

0.090.07