Report No:

Meeting Date:

Alameda-Contra Costa Transit District

STAFF REPORT TO: Operations Committee

AC Transit Board of Directors

FROM: Kathleen Kelly, Interim General Manager

SUBJECT: Quarterly Operations Performance Report

BRIEFING ITEM

RECOMMENDED ACTION(S):

15-181

August 19, 2015

Co.nsider receiving Quarterly Operations Performance Report for AC Transit fixed route services.

EXECUTIVE SUMMARY:

The Quarterly Operations Performance Report for the 4th Quarter of FY2014-15 provides updates on programs in the District designed to improve the performance, reliability, cleanliness, and safety of bus service.

Ridership remained constant with an average of 180,193 weekday passengers. On-time performance increased to an average of 70.03 percent for the quarter. Miles Between Chargeable Road Calls (MBCRC) averaged 6,047 miles for the quarter. The Bus Cleanliness Rating improved during the quarter to a 7.65 average rating. Vehicle Collisions improved during the quarter to an average of 4.08 accidents per 100,000 miles. Passenger Fall accidents also improved to an average of 3.71 accidents per 100,000 miles. Schedule Adherence complaints declined, while Operator Discourtesy and Equipment/Infrastructure complaints increased during the 41

h Quarter.

In lieu of the Semi-Annual Customer Service Call Center report, the Customer Call Center performance data is included in this report. The American Customer Call Abandon Rate averaged 2.4 percent for the quarter. Call volume dropped by 7.7 percent compared to the prior quarter, and was 25 percent lower than the same quarter in 2014.

BUDGETARY /FISCAL IMPACT:

There are no current direct fiscal impacts related to the Quarterly Operations Performance Report.

BACKGROUND/RATIONALE:

The Quarterly Operations Performance Report provides information on programs within the District designed to improve the performance, reliability, cleanliness, and safety of our bus service. To continually recognize our outstanding employees who are an important part of

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achieving the division goals, the following is a list of employees who were recognized as Employees of the Month during the quarter:

Transportation April May June

Division 2 Donna Bounthon Timothy Yuen Arnold Co Division 4 Robert Edward Renwick Currie Jung Pak Division 6 Shashi Naidu Joan Burks Tony Ross

Maintenance April May June

Division 2 Shirleen Brown Richard Chu Carlos Jimenez Division 4 Samuel Rodriguez Emerson Gomez Delores Davis Division 6 Mike Pratt Donald Righter Alvin Tan CMF Marcellus Holmes Sum Lam Roy Fesler

RIDERSHIP- Ridership remained relatively constant with a weekday average of 180,193 boardings during the 4th Quarter of FY2014-15 as compared to a weekday average of 181,111 during the 3rd quarter. The ridership during 4th Quarter is 0.5 percent lower than the 3rd Quarter and 1. 7 percent lower than the same period last year.

_._Ridership 220,000

200,000~ ~180,000 00 c QJ

~160,000 0..

RIDERSHIP - Average Daily Passengers System-Wide Weekday

-- Linear (Ridership)

1176,043 1

1184,932 1

MILES BETWEEN ROAD CALLS- The miles between chargeable road calls exceeded the district goal during the entire period, with a rate of 6,047 in the 4th Quarter. The improvement in miles between road calls is due to improved maintenance practices and performance of the new buses. As shown in the graph below, the performance in this area has begun to level off as the current fleet of buses continues to age.

Report No. 15-181 Page 3 of 8

-o- Systemwide 7,000

1,000

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System-Wide Chargeable Miles Between Road Calls

--linear (Systemwide)

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ON-TIME PERFORMANCE- On-time performance improved from a 67.7 percent average in the 3rd

Quarter to a 70.03 percent average in the 4th Quarter of the current Fiscal Year. The Scheduling Department has provided additional running and/or layover time and is continuing to evaluate the bus lines with the lowest on-time performance to determine the lines that may need schedule adjustments to improve on-time performance. The On Time Performance Taskforce is also

continuing to review problem areas to allow supervisors to monitor and take corrective actions to improve on-time performance.

~Systemwide Average

75%

70%

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Sytem-wide On-Time Performance --Linear (Systemwide Average)

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SERVICE OPERATED PERCENTAGE- The percentage of service operated declined from an average of 99.9 percent in the 3rd Quarter to an average of 99.8 percent in the 4th Quarter. The decline in service was due to an increase in missed trips and outlates/cancellations in June due to high absenteeism during the Warriors Parade and related activities. In June, 25 percent of missed trips and 12 percent of outlates/cancellations occurred on June 19th, the day of the Warriors Parade. However, the service operated performance indicator exceeded the District's 99.5 percent goal for the entire period. The overall trend of this key performance indicator has been positive over the past several months, with all months achieving the 99.5 percent goal. The improvement in this key

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performance indicator has been directly related to the reduction in daily cancellations, outlate buses, and indirectly related to an increase in the number of operators available for work.

System-Wide Percentage of Service Operated ---- Systemwide Average --Linear (Systemwide Average)

100.0%

99.5%

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98.5%

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OPERATOR UNAVAILABILITY-The total unavailability of operators improved from 23.9 percent during the 3rd Quarter to 23.03 percent during 4th Quarter. The rate of operators unavailable for work continues to be high due to contractual provisions and various leave provisions. The Operations staff continues to monitor and enforce the attendance policies to minimize disruptions in service to our customers. The absenteeism rate is expected to increase during the next quarter as employees take time off during the summer months.

----Systemwide Average 30%

25%

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System-Wide Total Operator Unavailability Rate

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ACCIDENT RATE- The number of collisions and passenger falls decreased during the latest quarter. The passenger fall rate declined to 3.71 per 100,000 miles during the 4 th Quarter from 4 .16

accidents per 100,000 miles during the 3rd Quarter. The vehicle collisions accident rate per 100,000 miles declined to 4.1 during the 4th Quarter from an average of 4.8 during the 3 rd Quarter.

The Accident Reduction Task Force has evaluated the accidents that occurred during the period

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and has initiated new campaigns to focus on the highest accident types in an effort to reduce accidents.

System-Wide Passenger Falls Accident Rate

_._ Systemwide Average -Linear (Systemwide Average) 6.0

2.0 [ill 1.0

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System-Wide Vehicle Collision Accident Rate

_._ Systemwide Average -Linear (Systemwide Average)

7.0

3.0

2.0

1.0

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BUS CLEANLINESS INSPECTION RATE-The Bus Cleanliness Inspection Rate increased to 7.65 during the 4th Quarter from an average of 7.52 during the 3rd Quarter. Staff shortages during the

recent period caused a decline in the cleanliness rating at one division, which resulted in the drop in the overall rating. The higher than normal absenteeism in June resulted in a decline in the cleanliness rating after achieving an improvement in the cleanliness rating in May. The division efforts to expand the daily cleaning of buses at the fuel island and improve the mileage-driven preventive maintenance cleaning programs have moved the cleanliness of the fleet closer to the 8.0 goal, but staff is still working toward achieving Operation goal.

Report No. 15-181 Page 6 of 8

9

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System-Wide Bus Cleanliness Inspection Rating - Monthly

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CUSTOMER COMPLAINTS- The majority of complaint s received by the District are categorized under the Schedule Adherence, Pass ups, Unsafe Operation, Operator Discourtesy, and Equipment Infrastructure categories. Schedule Adherence complaints dropped by 15 percent during the quarter, but increased in June due to service disruptions that occurred during the Warriors celebrations. Pass up and unsafe operations compla ints declined during the period, while operator discourtesy and equipment/infrastructure complaints increased slightly during the 4 th Quarter. Staff will continue to focus on further improvements for our service and these performance indicators. Division staff has also taken a proactive approach to responding to customer complaints in a more timely manner in an effort to address issues with operator performance.

350

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System-Wide Customer Complaints by Complaint Categories

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~Pass Ups

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~ Unsafe Operations

:;1 ~ Equipment/lnfrastructu ~ re/System

OPERATOR LOG-ON RATE -The operator log-on rate improved from an average of 86.89 percent during the 3rd Quarter to an average of 89.55 percent during the 4th Quarter. The District is continuing efforts to improve the operator log-on rate; however, the current CAD/AVL system has exceeded its useful life and has impacted this performance indicator. Staff will continue to work

Report No. 15-181 Page 7 of 8

with operators to log on properly since improvement in the operator log-on rate increases the accuracy of NextBus and will provide customers with improved information on bus arrivals.

System-Wide log On Rate

-...Systemwide Average --Linear (Systemwide Average)

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CUSTOMER CALL CENTER- American Customer Care continues to handle customer service feedback and trip planning calls from customers seven days a week. Call volume, at 17,650 dropped by 7.7 percent compared to the prior quarter, and was 25 percent lower than the same quarter in 2014. The call center continues to meet or exceed standards established for responsiveness, including call length and answer-time, and has excelled at maintaining a low, industry-standard, abandoned rate. American Customer Care continues to work closely with District staff on these performance standards, as well as overall call quality, which is monitored on a continuous basis.

tALLJTATJSTICS\: I',, ·J:..:~;;>:~'IF'+!!<:;·!: I '!AR~4SJ ll.Ma~tsi IY~~~rl~~~ Calls Accepted 6,047 5,555 6,048

Calls Answered 5,942 5,432 5,849

Avg. Call Time (minutes) 3.7 3.4 3.4

Calls Answered w/in 20 seconds 85% 84% 76%

Calls Answered w/in 180 seconds 99% 98% 96%

Calls Abandoned 1.7% 2.2% 3.3%

Total Call Minutes 22,674 19,017 20,614

Average Speed of Answer (seconds) 16.2 16.8 15.0

'1741 !I td~}lfiijfl·~_.~,(fh~ ~;'(~~ mEI~~Jan~~ Trip Planning 36.0% 31.6% 31.9%

Travel Information 47.0% 51.7% 49.6%

Complaints/Comments 9.7% 9.3% 8.7%

Other 3.9% 4.5% 5.1%

No Answer 3.4% 2.9% 4.7%

Report No. 15-181 Page 8 of 8

ADVANTAGES/DISADVANTAGES:

This report does not recommend a course of action with notable advantages or disadvantages.

ALTERNATIVE ACTIONS:

This report does not recommend an action.

PRIOR RELEVANT BOARD ACTIONS/POLICIES:

None

ATTACHMENTS:

None

Department Head Approval: James D. Pachan, Chief Operating Officer

Reviewed by: James D. Pachan, Chief Operating Officer

Prepared by: Blossom Albuquerque, Management Analyst