Report No: Meeting Date:
16-029 February February10, 24,2016 2016
Alameda-Contra Costa Transit District
STAFF REPORT TO: AC Transit Board of Directors FROM:
Michael A. Hursh, General Manager
SUBJECT:
Quarterly Operations Performance Report
BRIEFING ITEM RECOMMENDED ACTION(S):
Consider receiving Quarterly Operations Performance Report for AC Transit fixed route services. EXECUTIVE SUMMARY:
The Quarterly Operations Performance Report for the 2nd Quarter of FY 2015-16 provides updates on programs in the District designed to improve the performance, reliability, cleanliness, and safety of bus service. The percentage of service operated averaged 99.45 percent during the 2nd Quarter. The on-time performance averaged 68.6 percent for the quarter and trended higher during the period. Miles Between Chargeable Road Calls increased to 5,484 miles for the quarter. The Bus Cleanliness Rating decreased to a 7.57 average rating. Vehicle Collisions improved to an average of 4.08 accidents per 100,000 miles, and Passenger Fall accidents improved to an average of 3.19 accidents per 100,000 miles for the quarter. Overall complaints decreased by 11 percent, with improvements in Schedule Adherence, Equipment/Infrastructure/System, and Pass Ups. 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 2.5 percent for the quarter. Call volume decreased by 14.6 percent compared to the prior quarter, and was 21.9 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 the District's bus service. To continually recognize outstanding employees who are an important part of
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Report No. 16-029 Page 2 of 7 achieving the division goals, the following is a list of employees who were recognized as Employees of the Month during the quarter: Transportation
October
November
December
Division 2
Wakeelah Davis
Anderson Lee
Jamil Franklin
Division 4
Kichana Ayore
Jerome Tillman
Rafael Castro
Division 6
Mike Winston
Reisha Dixon
Ken Washington
October
November
December
Maintenance Division 2
Charles Wong
Lakhmir Singh
Jimmy Deckard
Division 4
Dennis King
Robert Fulton
Dorrance Conley
Division 6
Hugo Olivas
Sean Burr
Maria Cervantes
M ahendra Prasad
Gary Turner
Philip Alamillo
CMF
SERVICE OPERATED PERCENTAGE- The percentage of service operated declined from an average of 99.70 percent during the 1st Quarter to an average of 99.45 percent during the 2"d Quarter. The decline in service operated was due to an increase in operator vacancies and unscheduled absenteeism that resulted in additional missed trips and outlates/cancellations in December. The service operated performance indicator exceeded the District's 99.5 percent goal for October and November, but was below the goal in December. System-Wide Percentage of Service Operated
-+- Systemwide Average --Linear (Systemwide Average) 100.0% 99.5% 99.0% 98.5% Ql
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ON-TIME PERFORMANCE- On-time performance remained relatively constant with a reduction from a 70.1 percent average during the 1st Quarter to a 68.86 percent average during the 2"d Quarter. The decline in on-time performance bega n at the end of summer as traffic increased with schools reopening and summer vacations ending. Overall, on-time performance trended higher during the current quarter. The Scheduling Department is providing additional running and/or layover time and 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 on major routes and assigning supervisors to monitor and take corrective actions to improve on-time performance.
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Report No. 16-029 Page 3 of 7
System-Wide On-Time Performance --Linear (Systemwide Average)
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MILES BETWEEN ROAD CALLS- The miles between chargeable road calls averaged 5,484 miles during the 2nd Quarter, exceeding the District target in October and December. The reduction in November was due to a high number of cooling system and electrical system issues on the older Van Hool fleet . Maintenance will continue to improve maintenance practices and performance of both the new and older bus fleets.
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OPERATOR UNAVAILABILITY- The total unavailabilit y of operators reduced from 26.4 percent during the 1st Quarter to 26 .0 2 percent during 2nd Quarter of .FY201 5-16. The rate of operators unavailable for work continues to be high due to contractual provisions and various leave provisions. The absenteeism rat e remained relatively high during the fall month s as expected as employees t ook tim e off for the Holidays. The Operations staff continues to monitor and enforce the attend ance policies to minimize disruptions in service to cust om ers.
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Report No. 16-029 Page 4 of 7
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ACCIDENT RATE- Th e passenger fall rate improved to 3.19 per 100,000 miles during the 2nd Quart er from 3.34 accidents per 100,000 miles during the 1st Quarter. The passenger fall rate met District goals in October and November. The vehicle collisions accident rate per 100 ,000 miles improved to 4 .08 during t he 2nd Quarter from an average of 4 .13 during the 1 st. The vehicle collision rate met District goals in December. The Accident Reduction Task Force has eva luated the accidents that occurred during t he period and has initiated new campaigns to focus on the highest accident types in an effort to reduce accidents.
System-W ide Passenger Falls Accident Rate
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Report No. 16-029 Page 5 of 7
System-Wide Vehicle Collision Accident Rate _,._ Systemwide Average - l i near (Systemwide Average) 7.0
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BUS CLEANLINESS INSPECTION RATE-The Bus Cleanliness Inspection Rate decreased to 7.57 during the 2nd Quarter from an average of 7.62 during the 1 st Quarter. Maintenance has formed a Bus Cleanliness Task Force aimed to analyze, investigate, and solve current issues regarding bus cleanliness. The division's 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 operations 8.1 goal.
System-Wide Bus Cleanliness Inspection Rating - Monthly 10.0 9.0 8.0 7.0 6.0 IV 5.0 cr: 4.0 3.0 2.0 1.0 0.0
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CUSTOMER COMPLAINTS- The majority of complaints received by the District are categorized under the Schedule Adherence, Pass ups, Unsafe Operation, Operator Discourtesy, and Equipment Infrastructure categories. Overall complaints decreased by 11 percent, which included an improved trend for schedule adherence complaints. Staff will continue to focus on further improvements for service to show progress in 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.
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Report No. 16-029 Page 6 of 7
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OPERATOR LOG-ON RATE- The operator log-on rate remained relatively constant with an average
of 89.99 percent during the 1st Quarter and an average of 89.59 percent during the 2nd 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 with operators to log on properly since improvement in the operator log-on rate in creases the accuracy of NextBus and will provide customers with improved information on bus arrivals.
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CUSTOMER CALL CENTER- Under contract, American Customer Care continues to handle
customer service feedback and trip planning calls from customers seven days a week. During second quarter, FY2015-16, the customer call center handled 16,680 customer calls, 14.6% less than the prior quarter and 21.9% less than the same quarter a year ago, in a continuing downward trend. This trend reflects the availability of better self-service/online tools for both travel and trip planning, and increased use of the web form to report customer feedback. The ca ll center performed better than the service level agreements and industry standards in the call abandoned rate, which is consistent with the performance over the last four years of the contract. The call answer time dropped slightly. 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.
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Report No. 16-029 Page 7 of 7
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Calls Accepted
6,871
4,919
4,890
Calls Answered
6,684
4,817
4,723
3.8
3.7
3.8
Calls Answered w/in 20 seconds
84%
81%
74%
Calls Answered w/in 180 seconds
98%
98%
97%
Calls Abandoned
2.0%
2.1%
3.4%
21,428
17,779
18,020
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19.8
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Trip Planning
34.8%
29.2%
30.7%
Travel Information
44.1%
53.1%
50.1%
Compla ints/Comments
10.6%
9.5%
10.0%
Other
7.7%
5.4%
5.9%
No Answer
2.8%
2.8%
3.3%
Average Call Time (Minutes)
Total Call Minutes Average Speed of Answer (seconds)
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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
ATIACHMENTS: None
Executive Staff Approval:
James D. Pachan, Chief Operating Officer
Reviewed by:
James D. Pachan, Chief Operating Officer
Prepared by:
Blossom Albuquerque, Management Analyst
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