MBTA SCORECARD June 2010
MESSAGE FROM THE GENERAL MANAGER
Welcome to the MBTA ScoreCard. The ScoreCard is designed to give you the information you need to measure how well the MBTA is serving you.
At the MBTA, we work constantly to improve our service for you, our customers. With this ScoreCard we publish the same performance metrics that we use internally to measure how well we are doing. Are we meeting our service quality goals? The Scorecard tells you the answer and tells us where we need to work harder.
The ScoreCard reports on the following key areas:
• Ridership: How many people ride the MBTA’s subway, bus, commuter rail, boat, and paratransit services every day? • On-Time Performance: Are we on time? How does the MBTA measure on time performance? • Infrastructure: Track requires constant maintenance to provide subway service that is safe and runs on time. How do we measure the quality of our track maintenance? • Dropped Trips: The MBTA schedules seventeen thousand bus and subway trips per day. Do we run all of those trips? Why would we miss a trip? What percentage of the scheduled trips actually runs on my bus route or subway line? • Vehicle Reliability: How often do the MBTA’s buses and trains break down in service? Does the MBTA have enough vehicles ready to run its service every day? • Safety: How many accidents and incidents do we have? How do they break down by type of service? • Elevators and escalators: How reliable are the MBTA’s elevators and escalators? • Customer feedback: How many complaints does the MBTA receive? What services are customers complaining about, and what types of complaints do they have?
This report is for you; and, as always, your feedback is very important to us. Do you like the changes? How can we make it better? Please email us with comments and suggestions at [email protected]. Thank you for taking the time to read the ScoreCard, and we look forward to providing more information on our performance in the future.
Richard A. Davey General Manager ScoreCard June 2010
ABOUT THE MEASUREMENTS
Vehicle availability (Subway, Bus, Commuter Rail) Vehicle availability measures whether there are enough vehicles available to run all the service that is scheduled each day. A vehicle might not be available if it has a mechanical problem or if it is undergoing routine maintenance. Vehicle maintenance works to have enough buses and trains available each day. The number of vehicles required for service varies seasonally and over time as schedules change.
Mean Miles Between Failures (Subway, Bus, Commuter Rail) Mean Miles Between Failures (MMBF) measures vehicle reliability. It is the average number of miles a vehicle travels between breakdowns. If one vehicle travels 5,000 miles in a month, and breaks down twice during that time, that vehicle has an MMBF of 2,500. Values can fluctuate greatly from month to month if the total number of failures is already small. High MMBF is achieved through ongoing vehicle maintenance, which includes everything from oil changes to major midlife overhauls, and by periodically buying new vehicles to replace old ones as they reach the end of their useful life.
Speed Restrictions (Subway) Speed restrictions measure the amount of slowdown caused by track conditions. If a section of track falls below standards in some way, such as if the rail is worn down, a speed restriction is put in place to ensure safe operation. Trains operate at a reduced speed when traveling that section of track until the issue is addressed. If the impact on the Orange Line for a month is three minutes, that means that speed restrictions add three minutes to the fastest possible round trip. Trains don’t actually operate at the maximum speed allowed by track conditions at all times (they slow down to a stop to pick up passengers, for instance) so the actual impact on travel time may be less than the theoretical impact that’s shown.
Percent of Scheduled Service Operated (Subway, Bus) Percent of Scheduled Service Operated shows the percentage of scheduled trips that the MBTA operated. The MBTA strives to come as close as possible to operating every scheduled trip on every day. That requires having enough operators, well-maintained vehicles and track, and good schedules; and also keeping a certain number of extra operators and vehicles on standby to fill in if there’s a problem. If a trip is nonetheless “dropped” on a frequent bus route or a subway line the MBTA will spread out other trips on the route to try to fill the gap as much as possible. If there’s no way to avoid missing a trip on an infrequent bus route the MBTA will notify as many customers as it can via T-Alerts, mbta.com, and the customer support hotline.
On the subway system the trains on standby are sometimes used to run extra trips, so more trips may be operated than scheduled.
OnTime Performance (Subway, Commuter Rail) On-time performance (OTP) shows how well our service follows our schedules. For each type of service we measure on-time performance differently to reflect the way the customer experiences it.
Subway customers walk to the subway platform at any time and wait for the next train, expecting the trains to run frequently. So the subway OTP standard compares the scheduled frequency of service to the actual frequency. Trains must leave the first station within 150% of the scheduled interval between them. If a Blue Line train is scheduled to leave Wonderland four minutes after the previous train was scheduled to leave, and it leaves more than six minutes after the previous train left, then the train is late.
Commuter Rail customers use a published schedule of trip times. A Commuter Rail train is considered “on time” if it arrives four minutes or less after the scheduled time. The MBTA also tracks how many trips are less than 10 minutes late, which includes trips that are not “on time” but are still relatively close to schedule. ScoreCard June 2010 THE BLUE LINE
Avg. Daily Vehicle Availability Mean Miles Between Failures 90 40000
May‐10: 80.1 35000 May‐10: 32,928 80 30000 Required: 72.0 70 25000 Goal: 26,000
60 20000
15000 50 10000 40 5000
30 0 10 10 10 10 10 10 ‐ ‐ ‐ ‐ ‐ ‐ Apr Apr Mar Mar May May
Speed Restrictions Percent of Scheduled Service Operated Travel time impact, in minutes 101% 0 0
0 May‐10: 100.0% 1 1 ‐ 1 ‐ ‐ 100% Apr Mar May 10 10 10 ‐ ‐ 0 ‐ Apr Mar 99% May 0.5
1 98%
1.5 97% 2 96% 2.5
May‐10, 2.7 3 95%
On‐Time Performance 100% 98% May‐10, 97.3% 96% Goal: 95.0% 94% 92% 90% 88% 86% 84% 82% 80% 10 10 10 ‐ ‐ ‐ Apr Mar May ScoreCard June 2010 THE GREEN LINE
Avg. Daily Vehicle Availability Mean Mile Between Failures
160 May‐10: 155.6 6000 Goal: 5,500 150 Required 5000
140 4000 May‐10: 3,256 130 3000
120 2000
110 1000
100 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 May‐10
Speed Restrictions Percent of Scheduled Svc. Operated
102% May‐10: 101.6% 10 10 ‐ 10 ‐ ‐ r y r a a Ap M M 101% 0
0.5 100% 1 Mar‐10 Apr‐10 May‐10 1.5 99% 2 98% 2.5 3 97% 3.5
4 96% 4.5 May‐10: 4.3 5 95%
On‐Time Performance As a Light Rail Line, the Green Line uses a different train tracking technology than the MBTA’s Heavy Rail Lines. This technology does not facilitate monthly on‐time performance reporting. Instead it is done periodically. However, the Authority closely tracks other performance indicators to ensure we are providing optimal Green Line service.
When Green Line OTP was evaluated for the 2008 Service Plan all four branches of the Green Line passed the Light Rail headway standard (which requiress 85% of trips to start within 150% of the scheduled interval). The Green Line did not pass an additional standard that requires 95% of intervals in the central subway to be 3 minutes or less. We implemented a number of schedule changes in the Service Plan to improve performance. ScoreCard June 2010 THE ORANGE LINE
Avg. Daily Vehicle Availability Mean Miles Between Failures 110 35000 May‐10: 102.0 Goal: 32,000 Required: 102.0 100 30000 May‐10, 28,139
25000 90 20000 80 15000 70 10000
60 5000
50 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 May‐10
Percent of Scheduled Service Operated Speed Restrictions Travel time impact, in minutes Mar‐10 Apr‐10 May‐10 101% 0 0 0 1 1 ‐ 1 ‐ ‐ 100% Apr Mar May 0 May‐10, 99.6% 0.05 99% 0.1 0.15 98% 0.2 97% 0.25 0.3 96% 0.35 0.4 95% May‐10, 0.4 0.45
On‐Time Performance
100%
98% May‐10, 96.7% 96% Goal: 95% 94% 92% 90% 88% 86% 84% 82% 80% Mar‐10 Apr‐10 May‐10 ScoreCard June 2010 THE RED LINE
Avg. Daily Vehicle Availability Mean Miles Between Failures 200 60000 180 May‐10, 169.8 50000 160 Required: 168 140 40000 Goal: 39,000 120 100 30000 May‐10, 37,419 80 20000 60 40 10000 20 0 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 May‐10
Speed Restrictions Percent of Scheduled Service Operated Travel time impact, in minutes Mar‐10 Apr‐10 May‐10 0 0 0
1 100% 1 ‐ 1 ‐ ‐ 100% Apr Mar May 0 99% 0.5 99% 1 98% 1.5 98% 2 May‐10: 97.6% 2.5 97% 3 97% 3.5 96% 4 96% 4.5 May‐10: 4.4 5 95%
On‐Time Performance 100% 98% 96% May‐10: 94.9% Goal: 95% Goal: 95% 94% 92% 90% 88% 86% 84% 82% 80% Mar‐10 Apr‐10 May‐10 ScoreCard June 2010 COMMUTER RAIL
Avg. Daily Vehicle Availability MMBF 64 May‐10: 12000 63 62.4 Goal: 10000 62 Apr‐10: 10,200 8000 61 6,431.7 Required: 6000 60 60 4000 59 58 2000 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 On‐Time Performance 100% 95% Goal: 95% 90% 85% May‐10, 84% 80% 75% 70% 65% 60% 55% 50% 10 10 10 ‐ ‐ ‐ Apr Mar May On time 5‐9 mins late 10+ mins late 100% 95% Goal: 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% Lowell Franklin Haverhill Rockport Fitchburg Needham Stoughton Fairmount Worcester Plym/King. Greenbush Providence Middleboro Newburyport ScoreCard June 2010 BUS Avg. Daily Vehicle Availability 860 850 May‐10: 850.5 840 830 820 810 800 Required: 800 790 780 770 Mar‐10 Apr‐10 May‐10 MMBF 9000 8000 7000 May‐10: 6316 6000 Goal: 6000 5000 4000 3000 2000 1000 0 Mar‐10 Apr‐10 May‐10 Percent of Scheduled Service Operated 100%
99% May‐10: 98.75%
98% Mar‐10 Apr‐10 May‐10 ScoreCard June 2010 BUS
Trips Operated and Dropped Last Month, by Route
1 2248 98.6% 4 419 99.8% 5 130 100.0% 7 1949 98.9% 8 994 98.4% 9 1854 99.1% 10 903 99.2% 11 1482 98.8% 14 406 98.9% 15 2083 97.8% 16 1236 98.8% 17 1040 99.0% 18 370 100.0% 19 790 98.7% 21 1283 98.7% 22 1849 95.8% 23 2611 98.9% 24 728 99.7% 25 85 40.2% 26 1080 100.0% 27 490 100.0% 28 2356 98.6% 29 804 99.3% 30 852 99.1% 31 1889 97.8% 32 3549 97.8% 33 458 99.6% 34 2175 98.0% 35 821 98.9% 36 1213 99.4% 37 741 98.7% 38 666 99.4% 39 2724 99.1% 40 510 100.0% 41 727 99.6% 42 1207 98.9% 43 1357 98.3% 44 1202 98.5% 45 1300 98.4% 47 946 99.5% 48 250 100.0% 50 565 99.1% 51 644 99.1% 52 448 99.6% 55 663 98.9% 57 2647 96.3% 59 500 100.0% 60 730 100.0% 62 440 100.0% 64 747 99.6% 65 670 99.9% 66 2067 97.5% 67 480 100.0% 68 480 100.0% 69 1143 99.4% 70 1500 99.3% 71 2295 99.8% 72 950 99.9% 73 2825 99.5% 74 690 100.0% 75 260 100.0% 76 449 99.8% 77 3278 97.6% 78 887 99.7% 79 888 99.8% 80 799 99.8% 83 947 99.6% 84 229 99.6% 85 440 100.0% 86 1118 99.8% 87 1037 99.7% 88 1211 99.3% 89 1279 97.6% 90 410 99.9% 91 759 99.9% 92 858 99.7% 93 1525 97.8% 94 685 99.2% 95 949 99.9% 96 756 99.5% 97 379 99.6% 99 650 99.9% ScoreCard June 2010 BUS
Trips Operated and Dropped Last Month, by Route
100 779 99.9% 101 1208 99.0% 104 975 99.5% 105 360 100.0% 106 870 100.0% 108 948 99.8% 109 1134 99.5% 110 1008 99.8% 111 3327 97.6% 112 480 99.9% 114 501 83.5% 116 909 98.8% 117 934 98.3% 119 499 99.7% 120 1006 99.6% 121 290 100.0% 131 480 100.0% 132 360 100.0% 134 820 100.0% 136 397 99.3% 137 350 99.9% 201 867 99.7% 202 700 99.9% 210 510 98.0% 211 469 99.8% 212 240 100.0% 214 711 97.4% 215 670 99.9% 216 971 98.0% 217 200 100.0% 220 894 99.3% 221 80 100.0% 222 855 99.4% 225 1217 99.7% 230 560 100.0% 236 320 100.0% 238 490 99.9% 240 976 99.5% 245 350 100.0% 274 890 100.0% 275 230 100.0% 276 190 99.7% 325 340 99.9% 326 359 99.6% 350 588 99.7% 351 130 100.0% 352 169 99.4% 354 439 99.7% 411 370 100.0% 424 90 100.0% 426 769 99.8% 428 60 100.0% 429 579 99.8% 430 430 99.9% 431 199 99.5% 435 340 100.0% 436 359 99.7% 439 180 100.0% 441 443 98.4% 442 758 95.9% 448 50 100.0% 449 60 100.0% 450 690 99.9% 451 259 99.6% 455 579 99.8% 456 150 100.0% 459 370 99.9% 465 208 98.8% 500 130 100.0% 501 924 98.3% 502 585 99.1% 503 260 99.8% 504 973 97.3% 505 606 99.3% 553 300 100.0% 554 279 99.6% 555 90 100.0% 556 298 99.3% 558 210 100.0% CT1 689 99.9% CT3 749 99.8% SL1 2150 100.0% SL2 2764 98.7% SL‐ 1403 92.3% CT2 1280 100.0% SL5 3274 98.6% SL4 1708 99.3% ScoreCard June 2010 ELEVATORS AND ESCALATORS
Elevator Availability 100.00% May‐10: 99.5% 99.50%
99.00%
98.50%
98.00%
97.50%
97.00%
96.50%
96.00%
95.50%
95.00% Mar‐10 Apr‐10 May‐10
Escalator Availability 100.00%
99.50% May‐10: 98.9% 99.00%
98.50%
98.00%
97.50%
97.00%
96.50%
96.00%
95.50%
95.00% Mar‐10 Apr‐10 May‐10
This page shows the average percentage of time that all elevators and escalators in the system are "available." An elevator or escalator is "unavailable" if it is out of order or if it has been deactivated for scheduled maintenance. ScoreCard June 2010 CUSTOMER FEEDBACK 600 Subway Complaints 500
400 May‐10: 446
300
200
100
0 Mar‐10 Apr‐10 May‐10 : 0: 0: 0 1600 Bus Complaints 1400 May‐10: 1486 1200 1000 800 600 400 200 0 Mar‐10 Apr‐10 May‐10 : 0: 0: 0 600 Commuter Rail Complaints 500 May‐10: 544
400
300
200
100
0 Mar‐10 Apr‐10 May‐10 : 0: 0: 0 Employee Maintenance Elevator/Escalator Stations Service Schedules Trains Other Pie charts show composition of complaints in the most recent month. Not all Commuter Rail categories match bus and subway categories. ScoreCard June 2010 SAFETY Accidents / Incidents per 1,000 Vehicle‐Miles Traveled As defined in the Federal Transit Administration's National Transit Database Blue Line Green Line 0.02 0.1 0.09 0.08 0.015 0.07 0.06 0.05 0.01 May‐10: 0.041 0.04 0.03 0.005 0.02 0.01 May‐10: 0.000 0 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 May‐10
Orange Line Red Line 0.02 0.02
0.015 0.015
0.01 May‐10: 0.009 0.01
May‐10: 0.006 0.005 0.005
0 0 Mar‐10 Apr‐10 May‐10 Mar‐10 Apr‐10 May‐10
Bus 0.1
0.09
0.08 May‐10: 0.074 0.07
0.06
0.05 0.04
0.03 0.02 Accidents / Incidents are tracked "per 1,000 vehicle‐miles 0.01 traveled" (or per 100,000 passenger‐miles traveled) to allow 0 longer / more frequent lines to be compared fairly against Mar‐10 Apr‐10 May‐10 shorter / less frequent lines. ScoreCard June 2010 RIDERSHIP
1.4 Average weekday ridership in millions Apr‐10: 1.29 1.2
1
0.8
0.6 ‐ ‐ ‐ ‐ ‐ 10 09 10 10 09 09 09 ‐ ‐ ‐ ‐ ‐ ‐ ‐ 09 09 09 10 09 Dec Aug Nov Mar 2008 2009 ul ct May pr an eb ep un J J J O A S F
Percentage Change Compared to Same Month of Previous Year +3.0%
4% +2.5% +2.4%
2% 10: ‐ +0.6% 10: 0.2% 0.2% 0.3% 10:
‐ ‐ ‐ ‐ ‐ ar : .5% % : : n 9: .4% pr
0% 9 3 8 0 9 a 0 M 4 J ‐ A 0 ‐ 1 0 5. ‐ ‐ ‐ ‐
‐2% ‐ 7.9% 09: Oct 09: ‐ Feb ‐ Dec Nov ‐ 9.4% 09: ‐
‐4% ‐ Sep 09: ‐ Aug 09:
‐6% ‐ May Jun ‐8% Jul ‐10% ‐12%
Ridership Breakdown by Service Type Ridership is the measure of how many trips Commut Private The Ride Boat customers take on the MBTA. Specifically it er Rail Carrier 0.6% 0.3% counts "unlinked trips." (A customer who 10.2% 0.2% transferred from a bus to the subway would count as two unlinked trips, one on bus and one on subway.)y) Increasing g ridership p is always y a goal g at Bus the MBTA. 30.3% Bus and subway counts are from the fare Light Rail collection equipment and are adjusted to account 19.2% for those who ride without interacting with it (such as young children.) Commuter rail and boat counts are collected by the conductor or captain.
Heavy Currently a month's ridership data is not Rail immediately available by the end of that month, 39.2% although making the data available immediately is a goal for the future.