Tri-County Metropolitan Transportation District of Oregon 503-238-RIDE http://www.tri-met.org
Date: October 11, 2012 ATTACHMENT C
To: Committee on Accessible Transportation
From: Susan Florentino, Mgr. LIFT Performance and Systems Analysis
Subject: LIFT Quarterly Performance Report for the First Quarter FY13
LIFT Quarterly Performance Report
Each Quarter TriMet reports to the CAT on LIFT Program performance, as
measured by key quality and productivity measures.
TriMet’s objective is to provide safe, reliable, high quality service to LIFT customers,
while maintaining or improving program productivity and cost-effectiveness.
Statistics for the first quarter of FY13 will be shown, and compared with the first
quarter of FY12. Explanations will be given, and graphs for major indicators.
Statistical highlights are provided for the fiscal year.
Key performance indicators include:
Ridership
- Average Weekday, Saturday, Sunday/Holiday, Total
- Cancel % and No Show %
Service Quality
- Pickup Timeliness, Appointment Timeliness, Time on Board
- Complaints and Commendations by Category per 1000 Rides
- Call Statistics
Productivity and Cost Effectiveness
- Rides Per Hour
- Fare Non-Compliance %
RIDERSHIP
Average Weekday, Saturday, Sunday/Holiday and Quarterly Total
FY12 FY13 % Change
Avg Weekday 3,518 3,452 -1.9%
Avg Saturday 1,247 1,222 -2.0%
Avg Sunday/Holiday 1,208 1,145 -5.1%
Total 259,471 251,708 -3.0%
MEMOLIFT Quarterly Performance Report October 11, 2012
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From FY12 to FY13, first quarter average ridership decreased for all day
types. Weekdays average ridership decreased 1.9%, Saturdays by 2.0%
and Sundays/Holidays by 5.1%.
Total ridership for the quarter decreased by 3.0% compared to the previous
year.
No Shows and Cancels
Scheduled Trips FY12 FY13 Change
No Show % 2.8% 2.7% -0.1%
Cancel % 16.2% 16.2% 0.0%
No Show and Cancel % 18.1% 18.1% 0.0%
During the first quarter, the percentage of No shows decreased by 0.1% and
cancellations were unchanged compared to the first quarter of FY12.
For the quarter, 2.7% of trips scheduled resulted in a No Show, and 16.2%
resulted in a cancelation. The combined total was unchanged from FY12.
800
1,200
1,600
2,000
2,400
2,800
3,200
3,600
Avg Weekday Avg Saturday Avg Sunday/Holiday
Average Ridership
FY12 FY13LIFT Quarterly Performance Report October 11, 2012
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SERVICE QUALITY
Timeliness
Arrivals FY12 FY13 Change
Early 22.6% 24.7% 2.1%
In Window 70.7% 68.8% -1.9%
On Time Performance 93.3% 93.5% 0.2%
Late 6.7% 6.5% -0.2%
Timely Appointment FY12 FY13 Change
Early 28.7% 32.0% 3.3%
In Window 63.9% 61.4% -2.5%
On Time Performance 92.6% 93.4% 0.8%
Late 6.9% 6.6% -0.3%
Timely Arrival- Cab FY12 FY13 Change
Early 34.6% 33.5% -1.1%
In Window 55.1% 56.0% 0.9%
On Time Performance 89.7% 89.5% -0.2%
Late 10.3% 10.5% 0.2%
Time on Board FY12 FY13 Change
Average Minutes 37.0 36.2 -2.2%
93.3%
92.6%
89.7%
93.5% 93.4%
89.5%
On Time Arrival On Time Appointment On Time Arrival- Cabs
Timeliness
FY12 FY13LIFT Quarterly Performance Report October 11, 2012
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On-time performance for pickups increased by 0.2% compared to the first quarter
of FY2012. Early arrivals increased by 2.1%.
On-time performance for appointments in the window decreased by 2.5% and
early arrivals increased by 3.3%. Overall on-time for appointments increased
0.8% compared to the prior year.
On-time performance for LIFT cabs was 89.5%, a decrease of 0.2% over the
prior year. Early cab arrivals decreased by 1.1%.
Average trip durations decreased by 0.8 minutes to 36.2 minutes, a decrease of
2.2% from the same quarter last year.
Customer Complaints & Commendations
LIFT invites customer contacts regarding service issues and commendations. All
customer complaints are documented, investigated and tracked. Statistics include
all documented complaints, without regard to outcome of complaint investigations.
Customer complaints document one or more issues, in the following categories.
Customer Interaction- customer report that operator failed to provide good
customer service, either in word or deed.
Timeliness- customer reported late/early service or long ride.
Service Delivery- customer reported service-related issue that did not involve
customer interaction or timeliness, for example “Vehicle too cold.”
Driving – customer or member of public reported inappropriate driving
behavior.
Procedures- customer report of failure to follow procedures. For example, did
not follow manifest instructions.
CAT has asked to receive detailed reporting of complaint issues, by category, and
commendations, by type.
FY12 FY13 Change
Total Complaints 251 527 276
Total Issues 376 713 337
Customer Interaction 84 145 61
Timeliness 64 218 154
Service Delivery 138 251 113
Driving 61 68 7
Procedures 29 31 2LIFT Quarterly Performance Report October 11, 2012
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FY12 FY13 Change
Total Commendations 144 251 107
Commendation Contacts 152 254 102
TriMet LIFT 6 11 5
Employees 146 243 97
In addition, complaints and commendation issues are tracked per 1000 rides. This
accounts for trends that are due to changes in ridership. The tables below show the
rate of complaint issues and commendation types received per 1,000 rides.
FY12 FY13 Change
Complaints Per 1000 Trips 0.97 2.09 1.13
Total Issues 1.45 2.83 1.38
Customer Interaction 0.32 0.58 0.25
Timeliness 0.25 0.87 0.62
Service Delivery 0.53 1.00 0.47
Driving 0.24 0.27 0.04
Procedures 0.11 0.12 0.01
FY12 FY13 Change
Commendations/1000 Trips 0.55 1.00 0.44
Commendation Types 0.59 1.01 0.42
TriMet LIFT 0.02 0.04 0.02
Employees 0.56 0.97 0.40
Total Complaints and Issues increased in both number and rate during the first
quarter of FY2012.
Commendations increased in both number and rate during the first quarter.
Timeliness issues experienced the largest increase in number and rate and
Service Delivery issues experienced the next largest increase in number and
rate.LIFT Quarterly Performance Report October 11, 2012
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Call Statistics
In the first quarter of FY13 a total of 149,302 calls were answered, which is a
decrease of 6.0% from FY12. Dispatch calls accounted for the largest
decrease in call volume.
Average wait time for reservations was 54 seconds, for dispatch was 34
seconds and for customer service calls was one minute 45 seconds.
98.5% of calls were answered within five minutes.
PRODUCTIVITY AND COST EFFECTIVENESS
Rides per Vehicle Hour
FY12 FY13 Change
July 1.76 1.77 0.6%
August 1.75 1.76 0.5%
September 1.73 1.73 0.2%
Quarter 1.75 1.75 0.2%
The number of rides provided per vehicle hour increased for all months this
quarter compared to the same months the prior year. For the first quarter
productivity increased by a total of 0.2%.
90.0%
92.0%
94.0%
96.0%
98.0%
100.0%
Reservations Customer Service Dispatch
Percent of Calls Answered within 5 minutes
2012
2013LIFT Quarterly Performance Report October 11, 2012
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Fare Non-Compliance (No Pays)
FY12 FY13 Change
Jul 1.78% 1.57% -0.2%
Aug 1.67% 1.41% -0.3%
Sep 1.56% 0.67% -0.9%
Quarter 1.67% 1.22% -0.5%
The rate of fare non-compliance (non-payment of fare) decreased for all three
months, compared to the same months the previous year, with September
experiencing the largest decline.
Non-payment of fare decreased by 0.5% for the quarter.
1.68
1.70
1.72
1.74
1.76
1.78
JUL AUG SEP
Rides Per Hour
FY12 FY13
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