span for those days would not apply. Table 3 describes the minimum span of service by their Qualityclassification categoryof Service and day of the weekStandards for Surface Transportation. Table 3 | Span of Service for Surface Transportation by Service Type and Day of the Week ServiceSpan Type of ServiceWeekday Span Saturday Span Sunday Span City Routes 6am – 8pm 8am – 6pm 10am – 6pm The minimum span of service SEPTA establishes before Arterialspan for Routes those days would6am not – apply. 6pm Table 3 describes8am – the 6pm minimum span10am of service – 6pm by their accounting for ridership demand and available resources. Expresswayclassification Routes category and6am day – 8pmof the week for Surface8am – Transportation.6pm 10am – 6pm SuburbanTableSpan of 3 Service | SpanRoutes for of Surface Service6am Transportation for –Surface 6pm Transportation by Service 8amType by –and 6pmService Day of Type the Week and 10amDay of – the 6pm Week Other Services N/A N/A N/A Service Type Weekday Span Saturday Span Sunday Span Fixed Routes City MFL/BSL Routes 5am6am –– 1am8pm2 1am8am –– 1am6pm 10am1am – – 1am 6pm Arterial Trolley Routes 5am6am –– 1am6pm 5am8am –– 12am6pm 10am 5am – 6pm12am Expressway Trackless Routes 5am6am –– 1am8pm 6am8am – 12am6pm 10am6am –– 12am6pm Suburban NHSL Routes 5am6am –– 2am6pm 8am5am –– 6pm2am 10am5am –– 2am6pm Other Services N/A N/A N/A Fixed Routes Regional MFL/BSL Rail 5am – 1am 1am – 1am 1am – 1am Service Trolley will begin no earlier5am and – 1amend no later than5am the –time 12am indicated in Table 5am 4. – 12am Trackless 5am – 1am 6am – 12am 6am – 12am Note, all routes may not be scheduled to operate seven days per week. If a route is scheduled to operate NHSL on Saturday and/or5am – Sunday, 2am then the span 5am of– 2amservice should meet5am the– 2am minimum standard set in Table 4. Span of Service for Regional Rail by Day of the Week TableRegional 4 | Span Rail of Service for Regional Rail by Day of the Week SuburbanService will Stationbegin no earlier andWeekdays end no later than the timeSaturdays indicated in Table 4. Sundays FiNote,rst Arrival all routes may not be scheduled7:00am to operate seven days8:00am per week. If a route is9:00am scheduled Lastto operate Departure on Saturday and/or Sunday,11:00pm then the span of 10:00pmservice should meet the 9:00pmminimum On-timestandard set in Table Performance 4. First Departure 7:00am 8:00am 9:00am Surface Transportation and Regional Rail LastTable Arrival 4 | Span of Service for Regional11:00pm Rail by Day of the10:00pm Week 9:00pm On-time performance measures the ability of a route to adhere to its scheduled time. ConsistentSuburban reliability Station is a criticalWeekdays measure of passenger Saturdayscomfort and convenienceSundays and often determines whether or not transit is a first choice mode for a given trip. Final Arrival 7:00am 8:00am 9:00am On-Time2 Buses replace high speedPerformance service on the MFL/BSL between 1am and 5am on weekdays. On-timeLast Departure is defined as no more than11:00pm two minutes early 10:00pmand no more than six minutes9:00pm late. SEPTA measures on-time performance through automated vehicle locators (AVL). Manual SEPTA defines on-time7:00am as no more than8:00am two minutes early9:00am methodsFirst Departure such as traffic checking and supervisory reports compliment the automated methods. TableandLast 9Arrivalno states more the agency’s than sixgoals minutes11:00pm for on-time late. performance On-time10:00pm by mode. performance, Regional Rail9:00pm has or two exceptionsschedule to itsadherence on-time performance goals establishgoal of 90 percent. a target First, Regionalfor the Rail percentage trains marked with the letter “D” at a particular station stop in the public timetable may depart the station ahead of schedule.of trips, Second, by mode, express that transit fit trips withinor routes the with agency’slimited stops maydefinition arrive ahead of of scheduleon- 2 Buses replace high speed service on the MFL/BSL between 1am and 5am on weekdays. attime. the final destination. TableOn-Time 9 |Performance On-Time Performance Goals by Mode Goals

Service Type On-Time Performance Goal SEPTASurface SERVICE Transportation STANDARDS (bus, 2019 trolley, | DRAFT and track- 80% 22 less trolley) High Speed Lines (MFL, BSL, NHSL) 95% Regional Rail 90%

While SEPTA actively manages on-time performance on all modes, there are a number of factors that impact the measure specifically for vehicles running in mixed traffic (e.g. bus, trolley, and tracklessSEPTA SERVICE trolley). STANDARDSBuses are subject 2019 | toDRAFT traffic congestion, accidents, and in the city, delays caused22 by curbside delivery services and garbage collection which block travel lanes. SEPTA makes every effort within the agency’s ability to reach its on-time performance goals.

Load Surface Transportation Vehicle loading, both in terms of volume and duration, is a measure of passenger comfort. Establishing standards for the maximum number of passengers per vehicle, and the duration in which vehicles are “full” improves customer experience while still ensuring efficient use of operational resources. During peak travel periods, SEPTA cannot guarantee a seat to every passenger; however, the agency does set load standards to identify what number of standees is safe for passengers during peak periods. If a trip consistently runs with a load that exceeds the service standard, the headway or vehicle type should be adjusted to reduce crowding. Table 10 identifies the maximum peak load at any point based on the vehicles in SEPTA’s bus fleet and Table 10 identifies the maximum peak load based on SEPTA’s rail fleet.

27 QUALITY OF SERVICE STANDARDS Frequency Surface Transportation QualityService frequency establishesof Service a minimum acceptable Standards frequency by time period and by type of service. The standard sets a policy frequency, meaning it functions to provide customers with a reasonable expectation of how long they can expect to wait between trips. Policy headways set the lower bounds for frequency; however, service may be more frequent based on ridership demand. Table 5 summarizes the policy frequencies by service type for weekdays andFrequency Table 5 summarizes of the policyService frequencies by service type for weekends. Last mile bus service, which connects Regional Rail customers to their final destination, is exempt from policy frequenciesThe minimum because service level is designed of service to connect SEPTA to Regional establishes Rail schedules beforeor shift times for large employers, which cannot be scheduled at consistent 30 or 60 minute intervals. Service frequenciesaccounting for the forFixed ridership Route category demand are broken out and by mode available due to variation resources. across modes.

Weekday Service Frequency for Surface Transportation by Service Type Table 5 | Weekday Service Frequency Standard (in minutes)3

Late Pre-AM AM Peak Base PM Peak Evening Night Owl 4 am – 6 am – 9 am – 3 pm – 6 pm – 10 pm 12 am – Service Type 5:59 am 8:59 am 2:59 pm 5:59 pm 9:59 pm – 11:59pm 3:59 am City Routes 30 20 30 20 30 30 30 Arterial Routes N/A 30 60 30 60 60 60 Expressway N/A 30 60 30 90 90 90 Routes Suburban N/A 60 60 60 90 90 N/A Routes

Other Services N/A N/A N/A N/A N/A N/A N/A

TableFixed 6 Routes | Weekend Service Frequency Standard (in minutes)4 MFL/BSL 15 5 8 5 10 15 15 Trolley 30 15 Saturday20 15 Saturday20 30 Sunday30 Service Trackless Type 30 20 8 am –30 6 pm 20 6 pm – 308am 30 All Day30 NHSL 90 15 20 15 20 30 90 City Routes 30 30 30

Arterial Routes 60 4 90 90 3WeekendTable Some 6routes | ServiceWeekend and lines Frequency operate Service limited Frequency for weekday Surface or Standard weekend Transportation service. (in minutes) These by routes Service are exempt Type from the Service Frequency Standard.Expressway Routes 60 60 60 Suburban Routes Saturday60 Saturday90 Sunday90 Other Services N/A N/A N/A Service Type 8 am – 6 pm 6 pm – 8am All Day Fixed Routes MFL/BSLCity Routes 3010 3015 3015 CityArterial Trolley Routes 6020 9030 9030 SuburbanExpressway Trolley Routes 6030 6060 6060 TracklessSuburban Routes 6030 9030 9030 Other Services N/A N/A N/A NHSL 20 QUALITY30 OF SERVICE STANDARDS30 23Fixed Routes MFL/BSL 10 15 15 RegionalCity Trolley Rail 20 30 30 Suburban Trolley 30 60 60 Regional Rail operates at a minimum of every 30 minutes in the peak and every 60 minutes in theTrackless off-peak; every 60 minutes on Saturdays30 and every 90 minutes30 on Sundays. Peak30 is defined byNHSL trains scheduled to arrive in Center City before20 9:30am or scheduled30 to leave Center30 City between 4:00pm and 6:30pm. Table 7 summarizes the minimum frequencies for Regional Rail. Service Frequency for Regional Rail by Service Type and Day of the Week Table 7 | Regional Rail Service Frequency Standard (in minutes) Regional Rail Service Type Weekday Saturday Sunday Regional Rail operates at a minimum of every 30 minutes in the peak and every 60 minutes in thePeak off-peak; every 60 minutes on Saturdays and30 every 90 minutes on60 Sundays. Peak is90 defined byOff-Peak trains scheduled to arrive in Center City before60 9:30am or scheduled60 to leave Center 90City between 4:00pm and 6:30pm. Table 7 summarizes the minimum frequencies for Regional Rail.

4Table 7Some | Regional routes may Rail not operateService on Frequency Saturdays and/or Standard Sundays. (in If a minutes)route does operate on Saturdays and/or Sundays then minimum policy headways would govern the frequency offered. Service Type Weekday Saturday Sunday Peak 30 60 90 Off-Peak 60 60 90

4 Some routes may not operate on Saturdays and/or Sundays. If a route does operate on Saturdays and/or Sundays then minimum policy headways would govern the frequency offered.

SEPTA SERVICE STANDARDS 2019 | DRAFT 24

SEPTA SERVICE STANDARDS 2019 | DRAFT 24 Quality of Service Standards

Load The maximum number of passengers that can be safely accomodated per vehicle. This metric seeks to balance passenger comfortTable 10 | Load with Standards the for constraints Bus Fleet of limited operational resources. Percentage of Maximum Load standards are based onMaximum vehicle Peak type. Capacity to Seats on Vehicle Type Available Seats Load Vehicle LoadTableNew Standard10 Flyer | Load 30’ Diesel forStandards Bus Fleet for Bus24 Fleet 36 150% Buses New Flyer 40’ Low 39 59 Percentage150% of Maximum Floor Diesel Buses Maximum Peak Capacity to Seats on Vehicle Type Available Seats Load Vehicle New Flyer 40’ Low 39 59 150% NewFloor Flyer Hybrid 30’ DieselBuses 24 36 150% BusesNew Flyer 40’ Low 39 59 150% NewFloor Flyer Trackless 40’ Low Trol - 39 59 150% Floorley Diesel Buses NewNew Flyer Flyer 40’ 40’ Low Hybrid 3938 5957 150%150% FloorNova Hybrid Bus 40’ Buses Hybrid 37 56 150% NewNova Flyer Bus 40’ 60’ Low Hybrid 3959 5989 150%150% FloorArticulated Trackless Trol- ley Proterra 40’ Battery/ 40 49 122% NewElectric Flyer 40’ Hybrid 38 57 150% Nova Bus 40’ Hybrid 37 56 150% SEPTA defers to PennDOT’s load standard on lines that operate on limited-access highway. Nova Bus 60’ Hybrid 59 89 150% Pennsylvania motor code limits passenger capacity to 125 percent of the seats on a vehicle. Articulated This impacts routes classified as Expressway Routes, which include 9, 27, 44, 123, 124, and 125. ProterraThe same 40’ standard Battery/ applies to routes40 not classified as 49Expressway Routes but that122% still operate Electricon limited-access highway, such as Routes 78 and 150. For reference see: Pennsylvania Motor Vehicle Code, Title 75, Chapter 49, Subchapter C, Section 4948. SEPTA defers to PennDOT’s load standard on lines that operate on limited-access highway. PennsylvaniaTableLoad Standard11 | Load motor Standards for code Rail limitsFleet for Railpassenger Fleet capacity to 125 percent of the seats on a vehicle. This impacts routes classified as Expressway Routes, which include 9, 27, 44, 123, 124, and 125. The same standard applies to routes not classified as Expressway RoutesPercentage but that ofstill Maximum operate on limited-access highway, such as Routes 78 andMaximum 150. For reference Peak see:Capacity Pennsylvania to Seats Motor on VehicleVehicle Code, Type Title 75, ChapterAvailable 49, Subchapter Seats C, SectionLoad 4948. Vehicle TableLRV 11Trolley | Load Cars Standards for Rail51 Fleet 85 167% (single-ended) LRV Trolley Cars 50 84 Percentage167% of Maximum (double-ended) Maximum Peak Capacity to Seats on Vehicle Type Available Seats Load Vehicle PCC II Trolley Cars 46 70 152% LRVBroad Trolley Street Cars Line 5165 85135 167%208% (single-ended)(B-IV) Regional Rail LRVMarket-Frankford Trolley Cars 5049 84105 167%214% (double-ended)LineSEPTA (M-IV) will schedule train consists to provide each prospective passenger with a seat. This standard will not prohibit standees. If a train consist is short or if passenger travel is unusually PCCNorristown II Trolley High Cars 4660 70100 152%167% heavy, standees will be permitted inside passenger compartments but not in the end vestibules Speed Line (N-V) Broadin Silverliner Street Line IV or Push-Pull units65 because of personal135 safety concerns. Table208% 12 summarizes the (B-IV)load standard for Regional Rail by vehicle type. Market-Frankford 49 105 214% LineSEPTALoadTable (M-IV) StandardSERVICE 12 | Load STANDARDS for Standard Regional for 2019 RailRegional | DRAFT Rail 28 Norristown High 60 Maximum100 Peak Percentage167% of Maximum SpeedVehicle Line Type (N-V) Available Seats Load Capacity to Seats on Vehicle Silverliner IV 120 120 100% SEPTASilverliner SERVICE V STANDARDS 2019107-109 | DRAFT 107-109 100% 28 Push-Pull Commuter 118-131 118-131 100%

Note: For bus lines that operate on limited-access highways, SEPTA defers to PennDOT’s load standard of 125%. For Regional Rail, a standard of 100% does not prohibit standees.

29 QUALITY OF SERVICE STANDARDS Quality of Service Standards

Coverage and Access The distance considered accessible from a bus stop or train station. For Surface lines, “accessible” is defined as a walking distance and for Regional Rail, it is defined as either a walking or driving distance.

Surface Transit

• The area within a 1/4 mile of a stop is considered “well-served” • The area within a 1/2 mile of a stop is considered “served”

Regional Rail

• The area within a 1/2 mile of a station is considered “served” for walk-up access • The area within 5-miles of the station is considered “served” for driving and drop- off acess Service Standards

Definitions Goals • Quality of Service Standards | Benchmarks for The overarching goals of this update, and of the the minimum level of service our customers can Service Planning Department are: expect • To ensure a transparent and accountable process to • Performance Standards | Benchmarks for customers, stakeholders, and funding partners; evaluating and allocating service • To actively engage customers and stakeholders in • Design Standards | Industry best practices for the planning process in a way that is welcoming and route and network design easy to understand; • TItle VI Standards and Policies | Standards and • To develop a data-driven and performance-based Policies SEPTA monitors as part of the agency’s planing process that ties route performance to Title VI Program, in compliance with FTA Circular service development; and 4702.1B • To ensure that service changes are consistent with industry-recognized network design standards. Service Development Process

Service Development Process

Fall

Service changes originate Fall from the following sources: Route Change OCT • Service evaluation: Identifies Does it meet our network routes that are chronically design standards? OCT-FEB under-performing FEB • Is it duplicative? Send project list to MARCH • Veritas: Customer service SEPTA Service Project Analysis reporting system • Does it increase access? Development APRIL Committee for Finalize Projects feedback and Cost estimates MAY • Annual Public Outreach: Open • Is it direct? Tariffs filed prioritization and JUNE Houses conducted at major Final Staff Public circulated Transit Centers • Is pedestrian and ADA February Open Review of hearings JUNE - AUGUST infrastructure available? House at SEPTA projects conducted Action recommended SEPT • Annual Stakeholder Meeting: Public hearing Coordination for fall by Hearing Engage partner agencies including notices implementation City, Counties, and MPO Schedule Change published Examiner Implementation • Changes originate from • Internal Coordination: SEPTA Board Surface the service monitoring Feedback from SEPTA consideration Transportation process; Veritas; departments internal/external stakeholders Local and Government Affiars • Examples: headway increase/decrease, changes in runtime Communications, Marketing, and • Implemented three times Customer Service per year with each schedule changes

• Major schedule change requires a Title VI analysis