Transit Operations Quarterly Report Q4-FY17[Icon]

ATTACHMENT 4A

Transit Operations Quarterly Report

For the Period April 1, 2017 – June 30, 2017 (Q4 of FY17)

Page 1 of 59 Contents

BACKGROUND ...... 3 EXECUTIVE SUMMARY ...... 4 KEY PERFORMANCE INDICATORS ...... 8 RIDERSHIP ...... 12 ROUTE PERFORMANCE ...... 25 CUSTOMER FEEDBACK ...... 41 FARE COLLECTION SYSTEM ...... 58

Page 2 of 59 BACKGROUND

NCTD produces this Quarterly Performance Report to provide information regarding the performance of its operations. The data contained in this report for Fiscal Year 2017 is unaudited and subject to change.

In December 2015, NCTD awarded a new contract to Bombardier Transportation (Holdings) USA, Inc. (Bombardier) for combined SPRINTER and COASTER operations and maintenance. Revenue operations by Bombardier commenced with an early start in mid-June 2016, three weeks before the beginning of FY2017, July 1, 2016. The Bombardier contract with NCTD included a more robust capital project program approximating $5 million annually compared to the prior rail operations and maintenance contract in effect during 2nd Quarter FY2016.

In the 4th Quarter of FY2017, NCTD reclassified actual capital activity costs of $3.3M from Bombardier contractual operating and mobilization costs to better represent actual operating cost performance for the rail modes for the full twelve months of FY 2017. This reclassification provides a better apples to apples comparison with prior year financial and operational performance.

NCTD has also implemented automatic passenger counters (APC) for COASTER operations and has received certification from the Federal Transit Administration to use this technology for the counting of passengers. The use of APCs are more accurate than the manual methodology previously used by NCTD. Comparison of prior ridership conducted based using the manual methodology with APCs may result in significant variations with the APC technology being the most accurate method.

Final and audited financial and performance results will be provided as part of NCTD’s Comprehensive Annual Financial Report.

Page 3 of 59 EXECUTIVE SUMMARY

Ridership Performance

NCTD’s ridership performance is consistent with the nation-wide trends of decreased transit ridership, which can be attributed to increased usage of automobiles as measured by vehicle miles traveled and record automobile sales. Increased automobile usage has also been driven by low gasoline prices. Transit ridership has also been impacted by the growing popularity of transportation network companies (TNCs), like Uber and Lyft.

NCTD is taking proactive steps to address declining ridership and customer revenue trends. Actions include:

1. Final Board approval of route changes that will be implemented in October 2017. These changes will improve productivity and support increased ridership. 2. Board approval to forward proposed fare change recommendations to SANDAG that would be implemented in July 2018. 3. Engaging with customers via survey to garner feedback about NCTD’s services.

Ridership across all modes (BREEZE, COASTER, SPRINTER, LIFT, and FLEX) decreased by 7.02% in FY17 Quarter 4 compared to FY16 Quarter 4 and decreased by 8.63% for the full twelve months of FY17 when compared with FY 16. Customer revenue declined by 7.10% in Quarter 4 and 9.72% for the full twelve months of FY 17.

Ridership for NCTD’s fixed-route bus (BREEZE) and rail services (COASTER and SPRINTER) decreased by 7.28% in Quarter 4 when compared with FY16 Quarter 4 and decreased by 8.79% decrease for FY17 (July 1, 2016 through June 30, 2017) when compared with FY 16 (July 1, 2015 through June 30, 2016).

BREEZE and SPRINTER services are scheduled to support seamless transfers between the modes. Due to a strong interdependence of the two modes, ridership is expected to consistently trend in the same direction. However, this was not the case in FY17 Quarter 4 as SPRINTER ridership declined by 1.62% while BREEZE declined by 9.4%, due to an increase in student SPRINTER ridership. BREEZE Routes 335, 392, 395, have the poorest performance. The NCTD Board of Directors have approved the elimination and or modification of the following routes effective with the October 8, 2017 service change.

Page 4 of 59 Table 1: NCTD service changes effective October 8, 2017.

During Quarter 4 for FY 17, the SPRINTER experienced significant ridership increases at stations utilized by students with the largest ridership increases occurring at the CSU San Marcos Station (26.46%), the Rancho Del Oro (7.59%), and the Palomar College Stations (6.83%). The significant ridership increases at these stations can be attributed to additional incentives for student ridership. Ridership at the remaining 12 SPRINTER stations declined by 3.12% with the largest decline (12.79%) in ridership at the SPRINTER Civic Center - Vista Station.

The COASTER experienced a decline of 6.85% during Quarter 4 for FY17 and 6.50% for the full twelve months of FY17. Solana Beach Station had a significant increase (15.38%) in ridership in FY17 Q4 due to an NCTD marketing campaign to ride COASTER to the San Diego County Fair in Del Mar. However, Solana Beach Station had the largest decrease (20.54%) in ridership for the entire FY17. Oceanside Transit Center had greatest decrease in ridership (23.55%) during FY17 Q4, yet only decreased 2.69% for

Page 5 of 59 FY17. The drop in ridership during FY17 Q4 is attributable to passenger confusion caused by SANDAG construction at Platform 3.

FLEX ridership decreased in FY17 Quarter 4 by 19.19%% compared to FY16 Quarter 4 and was down by 16.82% for the full twelve months of FY17. This can be partially attributed to the decline in ridership on the COASTER. The two on-demand FLEX zones serve the Poinsettia, Encinitas, and Solana Beach COASTER stations. This performance trend was similar for Sorrento Valley COASTER Connection routes (operated by San Diego Metropolitan Transit System), which are scheduled for seamless connection with COASTER trains. Ridership on these routes decreased by an average of 8.7% in FY17 Quarter 4 when compared FY16 Quarter 4. FLEX routes 373 and 374 are also scheduled for elimination effective with the October 8, 2017 service change.

LIFT ridership decreased by 3.07% for Quarter 4 2017 and increased by 1.25% for the full twelve months of FY17 when compared with FY16. The quality of paratransit service declined in FY17 Q4 as the contract approached its end. The average call response time nearly doubled (173% increase) and the average length of calls increased by 36.51%. On-time performance declined by 3.97% during FY17 Q4.

Farebox Recovery

Farebox recovery decreased for every NCTD transit mode (15.0%), with the exception of SPRINTER, which had an increase of 57.9%. The sharp increase of SPRINTER farebox recovery during FY17 Q4 is consistent with the increase in SPRINTER ridership by college students, who recently received additional subsidies for student passes, giving students additional incentive to ride SPRINTER to campus. Farebox recovery decreased for all modes during FY17 (twelve months), with a system farebox recovery of 15.0%.

On-Time Performance

NCTD has established on-time performance goals for each of its modes. Following is a summary of the modal performance compared with the goal for both the quarter and full twelve months of FY 17.

• BREEZE fixed route on time performance goal is 90.00%. FY17 Quarter 4 performance was 90.09% and FY17 performance (twelve months) was 89.48%. • SPRINTER rail on time performance goal is 98.00%. FY17 Quarter 4 performance was 98.60% and FY17 performance (twelve months) was 99.10%. • COASTER rail on time performance goal is 95.00%. FY17 Quarter 4 performance was 91.40% and FY17 performance (twelve months) was 93.10%. • LIFT ADA Paratransit service on time performance goal is 95.00%. FY17 Quarter 4 performance was 88.59% and FY17 performance (twelve months) was 89.20%. • FLEX on time performance goal is 95.00%. FY17 Quarter 4 performance was 98.13% and FY17 performance (twelve months) was 98.00%.

Page 6 of 59 BREEZE on-time performance improved by 2.20% in FY17 Q4 and 1.39% during FY17 (twelve months). The improved on-time performance is attributable to adjustments in bus schedules, which benefited the performance of BREEZE Routes 305, 306, and 347.

COASTER on-time performance decreased by nearly 5.42% from FY16 Quarter 4. The declining on-time performance is attributable to construction activity and the performance of the COASTER operations contractor.

There are more than six (6) projects totaling $427 million under construction that are impacting COASTER operations. The construction impacts have resulted in railroad closures, longer travel times, and delays. Unfortunately, NCTD cannot eliminate all of the construction delays. However, NCTD, SANDAG, and the construction contractors are working on strategies to minimize the impact of construction on train service.

On June 18, 2016, Bombardier Transportation (Holdings) USA, Inc. (Bombardier) assumed COASTER operations. As would be expected, the initial startup of a new operator can result in negative impacts to service. It was NCTD’s expectation that Bombardier, after its initial six months of operation – as of December 31, 2016, would have been performing at a very high level that exceeded past performance. Unfortunately, this has not been the case. Key areas in need of immediate improvement are COASTER vehicle maintenance, signal maintenance, and response time to incidents. NCTD and Bombardier are implementing strategies to improve contractor performance in the aforementioned areas.

LIFT on-time performance decreased 3.97% in FY17 Q4 and 2.83% throughout FY17 (twelve months). NCTD expects improvements in on-time performance in FY18 due to the purchase of Trapeze, Trapeze modules, and mobile data terminals in paratransit vehicles and the anticipated efficiencies the new technology supports. The mobile data terminals are intuitive, allowing operators to interact with dispatchers in real-time, using time-saving canned messages to communicate.

Page 7 of 59 KEY PERFORMANCE INDICATORS

NCTD’s performance is impacted by both internal and external factors. External factors that must be considered include, but are not limited to: the number of weekdays, number of days of inclement weather, number of railroad closures, the unemployment rate and average cost of gasoline. The table below provides information regarding these key factors.

Table 2 External Factors

External Factors FY16 Q4 FY17 Q4 Change Weekdays 64 64 0 Days of Inclement Weather 52 49 -3 Rail Construction Shutdown Days 10 10 0 Unemployment Rate 4.60% 3.90% -0.70% Average Cost of Gallon of Gasoline $2.84 $3.00 $0.16

It is also important to note that overall transit ridership on a national basis is trending downward as indicated in the graph of ridership from the National Transit Database below.

Graph 1 Total Annual Transit Ridership

Graph 1: Five-year national trend for total transit ridership from May to April. Data include rail and rural transit service. Source: National Transit Database June 2017. NCTD has established goals to help manage service quality, service efficiency, and cost effectiveness as specified in Tables 2 thru 6 – BREEZE, COASTER, SPRINTER, LIFT, and FLEX Performance.

Page 8 of 59 Table 3 BREEZE Performance

Quarterly Performance Year to Date Performance Goal FY16 Q4 FY17 Q4 Variance Goal FY16 FY17 Variance Total Boarding Riders >1,768,927 1,850,651 1,683,974 -9.01% >1,768,927 7,547,119 6,742,641 -10.66% Average Weekday Boarding Riders N/A 23,913 21,879 -8.51% N/A 24,414 21,829 -10.59% Boardings per Revenue Hour >15.2 16.05 13.98 -12.90% >15.2 16.34 14.10 -13.71% Percent of Scheduled Service Operated >99.8% 99.99% 99.99% 0.00% >99.8% 99.99% 99.99% 0.00% Miles Between Major Mechanical Schedule Loss >16,000 15,209.00 41,225.00 171.06% >16,000 13,414.00 15,897.00 18.51% Chargeable Accidents per 100K Miles N/A 1.07 1.08 0.93% N/A 1.21 1.04 -14.05% On-time Performance >90.0% 88.15% 90.09% 2.20% >90.0% 88.25% 89.48% 1.39% Passenger Concerns per 100,000 Boardings <17 17.00 15.50 -8.82% <17 16.30 16.90 3.68%

Table 4 COASTER Performance

Quarterly Performance Year to Date Performance Goal FY16 Q4 FY17 Q4 Variance Goal FY16 FY17 Variance

Total Boarding Riders >367,647 405,356 377,590 -6.85% 1,556,056 1,454,865 -6.50% >13,000,000 Average Weekday Boarding Riders N/A 5,411 5,195 -3.99% N/A 5,291 4,978 -5.92% Boardings per Revenue Hour >215.5 224.29 213.26 -4.92% >215.5 225.09 212.03 -5.80% Percent of Scheduled Service Operated N/A 99.99% 99.99% 0.00% N/A 99.99% 99.99% 0.00% Miles Between Major Mechanical Schedule Loss >51,930 15,322.00 5,404.00 -64.73% >51,930 14,150.00 8,228.00 -41.85% Chargeable Accidents per 100K Miles N/A 0.00 0.00 0.00% N/A 0.00 0.00 0.00% On-time Performance >95.0% 96.35% 91.40% -5.14% >95.0% 95.50% 93.10% -2.51% Passenger Concerns per 100K Boardings <7 13.30 15.40 -15.79% <7 8.40 12.20 -31.15%

Page 9 of 59 Table 5 SPRINTER Performance

Quarterly Performance Year to Date Performance Goal FY16 Q4 FY17 Q4 Variance Goal FY16 FY17 Variance Total Boarding Riders >646,543 643,076 632,820 -1.59% >2,600,000 2,677,929 2,549,053 -4.81% Average Weekday Boarding Riders N/A 8,330 8,190 -1.68% N/A 8,749 8,268 -5.50% Boardings per Revenue Hour >109.3 109.71 110.92 1.10% >109.3 113.55 108.98 -4.02% Percent of Scheduled Service Operated N/A 99.99% 99.99% 0.00% N/A 99.99% 99.99% 0.00% Miles Between Major Mechanical Schedule Loss >50,125 9,249.00 25,943.00 180.50% >50,125 16,275.00 9,138.00 -43.85% Chargeable Accidents per 100K Miles N/A 0.00 0.00 0.00% N/A 0.00 0.00 0.00% On-time Performance >98.0% 97.70% 98.60% 0.92% >98.0% 98.90% 99.10% 0.20% Passenger Concerns per 100K Boardings <5 10.20 3.50 -65.69% <5 3.10 2.70 -12.90%

Table 6 LIFT Performance

Quarterly Performance Year to Date Performance Goal FY16 Q4 FY17 Q4 Variance Goal FY16 FY17 Variance Total Riders 53,639 50,973 49,408 -3.07% 200,000 199,670 202,173 1.25% Average Weekday Riders N/A 705 689 -2.27% N/A 693 698 0.01% Passengers per Revenue Hour >2.0 1.75 1.67 -4.57% >2.0 1.71 1.69 -1.17% Passengers per Revenue Mile N/A 0.10 0.10 0.00% N/A 0.10 0.10 0.00% Operating Cost <2,513,149 $2,022,368 $2,629,370 30.01% <10,000,000 $8,419,934 $9,544,923 13.36% Fare Revenue N/A $193,788 $226,538 16.90% N/A $776,194 $788,103 1.53% Net Cost per Passenger N/A $35.87 $48.63 35.57% N/A $38.28 $43.31 13.13% On-Time Performance >95% 92.25% 88.59% -3.97% >95% 91.8% 89.2% -2.83% Complaints per 1,000 passenger Trips <1.0 0.73 0.55 -24.66% <1.0 1.1 0.73 -33.64% Call Response Time (minutes) <3:00 2.04 5.57 173.04% <3:00 2 3.9 95.00% Average Length of Call (minutes) N/A 1.89 2.58 36.51% N/A 2.1 2.3 9.52% Accidents and Incidents per 1,000 Passenger Trips N/A 0.16 0.08 -50.00% N/A 0.10 0.08 -20.00%

Page 10 of 59 Table 7 FLEX Performance

Quarterly Performance Year to Date Performance Goal FY16 Q4 FY17 Q4 Variance Goal FY16 FY17 Variance Total Riders >4,583 5,971 4,825 -19.19% >20,000 24,890 20,704 -16.82% Average Weekday Riders N/A 93 75 -18.92% N/A 97 81 -16.49% Passengers per Revenue Hour >2.2 2.97 2.60 -12.46% >2.2 2.94 2.71 -7.82% Passengers per Revenue Mile N/A 0.20 0.19 -5.00% N/A 0.21 0.19 -9.52% Operating Cost <208,592 $159,646 $208,723 30.74% $850,000 $635,670 $739,753 16.37% Fare Revenue N/A $15,340 $1,535 -89.99% N/A $66,114 $56,329 -14.80% Net Cost per Passenger N/A $24.17 $34.70 43.57% N/A $22.88 $33.01 44.27% On-time Performance >95% 98.20% 98.13% -0.07% >95% 98.50% 98% -0.51% Complaints per 1,000 passenger Trips <1.0 1.5 0.9 -40.00% <1.0 1.3 0.9 -30.77% Accidents and Incidents per 1,000 Passenger Trips N/A 0.17 0.00 -100.00% N/A 0.16 0.00 -100.00%

Page 11 of 59 RIDERSHIP

System-Wide Ridership

The chart below compares the distribution of ridership by mode. BREEZE service transported the bulk of the system ridership (61.15%) followed by SPRINTER, COASTER, LIFT, and FLEX.

Graph 2 NCTD System Ridership by Mode

LIFT FLEX 1.8% 0.19%

SPRINTER 23.09%

BREEZE COASTER 61.15% 13.77%

BREEZE COASTER SPRINTER LIFT FLEX

Page 12 of 59 Overall, system ridership (BREEZE, SPRINTER, COASTER, LIFT, and FLEX) was down by 7.02% as compared to FY16 Quarter 4. Average weekday ridership was also down by 6.30%, from FY16 Quarter 4. Measured over the year, system ridership was down 8.64%, consistent with the national trend shown in Graph 1 above. Losses in ridership are attributed to TNCs taking a larger share of the transportation market, having negative impacts on ridership throughout the industry.

Table 8 System Total Ridership (All Modes)

Q1 Q2 Q3 Q4 YTD FY16 3,159,264 2,980,778 2,909,595 2,956,027 12,005,664 FY17 2,892,127 2,709,706 2,618,986 2,748,617 10,969,436 Variance -8.46% -9.09% -9.99% -7.02% -8.63%

Graph 3 System Total Ridership (All Modes)

14,000,000

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FY16 FY17

Page 13 of 59 Table 9 System Average Weekday Ridership (All Modes)

Q1 Q2 Q3 Q4 YTD FY16 40,473 39,392 38,654 38,452 39,248 FY17 37,280 35,790 34,313 36,028 35,853 Variance -7.89% -9.15% -11.23% -6.30% -8.64%

Graph 4 System Average Weekday Ridership (All Modes)

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FY16 FY17

Page 14 of 59 BREEZE Ridership

BREEZE bus ridership for FY17 Quarter 4 totaled 1,683,974, a decrease of 9.01% compared to FY16 Quarter 4. In total, FY17 ridership was down 10.66% as compared to FY16. Average weekday ridership for FY17 Quarter 4 was 21,879, down 8.51% and down 10.59% as compared to FY16. BREEZE ridership has followed the aforementioned national trend of decreased transit ridership resulting from competition from TNCs.

Table 10 BREEZE Total Ridership

Q1 Q2 Q3 Q4 YTD FY16 1,961,789 1,934,961 1,873,460 1,874,564 7,644,775 FY17 1,752,466 1,682,468 1,623,733 1,683,974 6,742,641 Variance -9.53% -11.92% -12.20% -9.01% -10.66%

Graph 5 BREEZE Total Ridership

9,000,000

8,000,000

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FY16 FY17

Page 15 of 59 Table 11 BREEZE Weekday Ridership

Q1 Q2 Q3 Q4 YTD FY16 24,736 24,851 24,155 23,913 24,415 FY17 22,433 21,937 21,066 21,879 21,829 Variance -9.31% -11.73% -12.79% -8.51% -10.59%

Graph 6 BREEZE Weekday Ridership

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FY16 FY17

Page 16 of 59 SPRINTER Ridership

SPRINTER rail ridership recorded 632,820 boardings for FY17 Quarter 4, a decrease of 1.59% compared to FY16 Quarter 4 and down 4.81% for the fiscal year. Average weekday ridership was down 1.68% compared to FY16 Quarter 4 and down 5.50% for the fiscal year. SPRINTER ridership decreased relatively little compared to other modes. An increase in student ridership has aided the resilience for SPRINTER.

Table 12 SPRINTER Total Ridership

Q1 Q2 Q3 Q4 YTD FY16 702,200 683,988 675,330 651,406 2,712,923 FY17 650,722 640,611 624,900 632,820 2,549,053 Variance -6.14% -5.10% -6.24% -1.59% -4.81%

Graph 7 SPRINTER Total Ridership

3,000,000

2,500,000

2,000,000

1,500,000

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500,000

0 Q1 Q2 Q3 Q4 YTD

FY16 FY17

Page 17 of 59 Table 13 SPRINTER Weekday Ridership

Q1 Q2 Q3 Q4 YTD FY16 8,930 8,928 8,807 8,330 8,749 FY17 8,348 8,465 8,069 8,190 8,268 Variance -6.52% -5.19% -8.38% -1.68% -5.50%

Graph 8 SPRINTER Weekday Ridership

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FY16 FY17

Oceanside Transit Center had the largest drop in ridership, decreasing by nearly 50 daily customer boardings. The decreased SPRINTER ridership at Oceanside Transit Center is consistent with the decrease in COASTER ridership at the transit hub. Due to the SANDAG construction project for the third platform discouraging COASTER ridership, fewer customers transferred between the two rail modes.

SPRINTER ridership increased sharply at Palomar College, Rancho De Oro, and CSU San Marcos Stations. The areas around these stations have had recent development of dense housing, which fosters increased transit ridership. In addition to increased development, SPRINTER ridership was enhanced through the Low Carbon Transit Operations Program (LCTOP). The LCTOP adds a $25.00 discount for student passes on top of the $10.00 NCTD provides for student passes. A full price monthly pass that would normally cost $59.00 costs $24.00 due to the incentives. Students at CSU San Marcos, Mira Costa College, and Palomar College are using the heavily discounted passes for school trips.

Page 18 of 59 Table 14 Average Weekday SPRINTER Ridership by Rail Station

Quarterly Ridership Year to Date Ridership Rail Station FY16 Q4 FY17 Q4 Variance FY16 FY17 Variance Oceanside Transit Center 927 880 -5.07% 932 880 -5.58% Coast Hwy Station 213 205 -3.76% 207 205 -1.11% Crouch St Station 368 371 0.82% 387 371 -4.11% El Camino Real Station 294 286 -2.72% 318 286 -10.01% Rancho Del Oro Station 148 159 7.43% 165 159 -3.76% College Blvd Station 425 420 -1.18% 442 420 -5.07% Melrose Dr. Station 247 235 -4.86% 256 235 -8.23% Vista Transit Center 1,094 1,064 -2.74% 715 1,064 48.80% Civic Center - Vista Station 305 266 -12.79% 324 266 -17.88% Buena Creek Station 324 319 -1.54% 346 319 -7.87% Palomar College Station 590 630 6.78% 715 630 -11.84% San Marcos Civic Center Station 337 321 -4.75% 346 321 -7.44% Cal State San Marcos Station 243 308 26.75% 336 308 -8.51% Nordahl Rd Station 208 211 1.44% 234 211 -9.84% Escondido Transit Center 1,352 1,349 -0.30% 1,452 1,349 -7.07%

Page 19 of 59 COASTER Ridership

COASTER rail ridership recorded 377,590 boardings for FY17 Quarter 4, a decrease of 6.85% compared to the prior year’s Quarter 4 and down 6.50% over the prior fiscal year. Average weekday ridership decreased 3.89% compared to FY16 Quarter 4, down 5.92% over the prior fiscal year.

Table 15 COASTER Total Ridership

Q1 Q2 Q3 Q4 YTD FY16 478,252 344,654 343,546 410,767 1,577,219 FY17 431,026 329,047 317,202 377,590 1,454,865 Variance -8.73% -3.17% -6.33% -6.85% -6.50%

Graph 9 COASTER Total Ridership

1,800,000

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Page 20 of 59 Table 16 COASTER Weekday Ridership

Q1 Q2 Q3 Q4 YTD FY16 6,014 4,826 4,912 5,411 5,294 FY17 5,694 4,585 4,437 5,195 4,978 Variance -5.32% -4.99% -9.67% -3.99% -5.92%

Graph 10 COASTER Weekday Ridership

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FY16 FY17

COASTER ridership by station shows a decrease in ridership for FY17 at all stations, with disproportionate decreases at Oceanside Transit Center and Carlsbad Poinsettia Stations. Solana Beach Station had a significant increase.

The anomalies in ridership for FY17 Q4 were likely caused by:

1. SANDAG Construction at Oceanside Transit Center. The distance of the platform from other modes and confusion over where to board created confusion for riders.

2. Historically, COASTER schedule times were updated separately from BREEZE schedules, making bus to rail connections at Carlsbad Poinsettia Station difficult, which was further compounded by mechanical failures. Going forward, BREEZE, COASTER, and all other mode schedules will be updated at the same time.

3. NCTD advertised increased service to the San Diego County Fair at the Del Mar Fairgrounds in 2017. The increase in ridership compared to FY16 Q4 is likely a product of the promotion of the service and the enhanced service.

Page 21 of 59 Table 17 Average Weekday COASTER Ridership by Rail Station

Quarterly Ridership Year to Date Ridership Rail Station FY16 Q4 FY17 Q4 Variance FY16 FY17 Variance Oceanside Transit Center 1049 802 -23.55% 931 906 -2.69% Carlsbad Village Station 708 683 -3.53% 662 683 3.17% Carlsbad Poinsettia Station 613 507 -17.29% 540 527 -2.41% Encinitas Station 601 555 -7.65% 543 559 2.95% Solana Beach Station 312 360 15.38% 370 294 -20.54% Sorrento Valley Station 885 823 -7.01% 803 788 -1.87% San Diego - Old Town 641 635 -0.94% 613 573 -6.53% San Diego - Santa Fe Depot 1,317 1,239 -5.92% 1,170 1,122 -4.10%

Sorrento Valley COASTER Connection service is operated by SDMTS based on an MOU between the two agencies and supports connection to major employers from the Sorrento Valley COASTER rail station. Ridership has decreased from FY16 Quarter 4 by 8.72%. The decrease in SVCC ridership is to be expected with lower COASTER ridership.

Table 18 Sorrento Valley COASTER Connection Total Ridership

Quarterly Ridership Year to Date Ridership Route FY16 Q4 FY17 Q4 Variance FY16 FY17 Variance 972 7,800 7,903 1.32% 32,826 30,213 -7.96% 973 6,187 5,681 -8.18% 27,782 25,457 -8.37% 978 5,854 5,592 -4.48% 24,998 24,692 -1.22% 979 6,522 4,888 -25.05% 24,571 22,398 -8.84% Total 26,363 24,064 -8.72% 110,177 102,760 -6.73%

Table 19 Sorrento Valley COASTER Connection Weekday Ridership

Quarterly Ridership Year to Date Ridership Route FY16 Q4 FY17 Q4 Variance FY16 FY17 Variance 972 122 123 0.82% 128 118 -7.81% 973 97 89 -8.25% 108 99 -8.33% 978 91 87 -4.40% 97 96 -1.03% 979 102 76 -25.49% 96 87 -9.38% Total 412 375 -8.98% 429 400 -6.76%

Page 22 of 59 LIFT Ridership

LIFT ADA Paratransit ridership decreased by 3% from 50,937 in FY16 Quarter 4 to 49,408 in FY17 Quarter 3, however increased 1.25% over FY17 (twelve months). The increase throughout the fiscal year can be attributed to the aging of the “baby boomer” generation having an increase in the need for paratransit services. The decrease in FY17 Q4 may be a reaction from the paratransit riding community in anticipation of the planned fare increase.

Table 20 LIFT Total Ridership

Q1 Q2 Q3 Q4 YTD FY16 50,153 49,380 49,164 50,973 199,670 FY17 52,647 52,164 47,954 49,408 202,173 Variance 4.97% 5.64% -2.46% -3.07% 1.25%

Graph 11 LIFT Total Ridership

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Page 23 of 59 FLEX Ridership

FLEX ridership performance decreased by 19.19% to 4,825 for Quarter 4. Due to poor performance, FLEX Routes 373 and 374 will be discontinued in the October 8, 2017 service change.

Table 21 FLEX Total Ridership

Q1 Q2 Q3 Q4 YTD FY16 6,499 6,398 5,956 5,971 24,824 FY17 5,266 5,416 5,197 4,825 20,704 Variance -19.60% -15.38% -12.93% -19.19% -16.82%

Graph 12 FLEX Total Ridership

30,000

25,000

20,000

15,000

10,000

5,000

0 Q1 Q2 Q3 Q4 YTD

FY16 FY17

Page 24 of 59 ROUTE PERFORMANCE

NCTD’s route are classified as follows.

 Core Routes – Core Routes provide high frequency service to high density areas.  Corridor Routes – Corridor Routes serve moderate and higher density travel corridors using primarily arterial streets to provide direct connections between communities that are not linked by the SPRINTER  Local Routes – Local Routes provide circulation within communities and increasingly should accommodate short-distance feeder trips to and from the SPRINTER and COASTER stations  Local and Small Vehicle Routes – Local and Small Vehicle Routes provide circulation within communities and increasingly should accommodate short- distance feeder trips to and from the SPRINTER and COASTER stations the main difference from Local Routes is that Local and Small Vehicle Routes penetrate deeper into neighborhoods throughout the service area.  Rural Routes – Rural routes provide access to areas outside of the urbanized area. These routes are funded in part by FTA 5311 funds.  Commuter Routes – Commuter routes provide targeted service primarily between rail stations and major employment locations, and other institutions. These routes focus on niche ridership markets and general do not require all-day service or constant service frequency.

The characteristics (population density, employment density, street patterns, pedestrian access, and arterial speed limits) of the area in the immediate vicinity of a route help determine what type of category a route will be. The type of route helps determine what type of vehicle will be on the route (small vehicle bus, 35 foot, or 40 foot bus), span of service, days of operations, and frequency of the route.

Table 16 provides detailed classification information regarding NCTD routes.

Page 25 of 59 Table 22 NCTD Route Descriptions and Service Spans

Service Span Route Route Description Weekday Saturday Sunday

BREEZE Core Route Route 302 Oceanside Transit Center-Vista Transit Center via Vista Way 4:29a-12:13a 5:11a-11:15p 5:09a-11:13p Route 303 Oceanside Transit Center-Vista Transit Center via Mission 4:07a-12:09a 4:33a-12:08a 4:33a-12:08a Route 332 Vista Transit Center-Buena Creek Station 4:34a-9:45p 6:04a-7:13p Route 350 Escondido Transit Center-Del Lago Station 4:23a-10:53p 6:03a-10:25p 6:03a-10:25p Route 351 Escondido Circulator via Grand Ave. then Washington Ave. 5:03a-11:01p 7:05a-9:49p 7:05a-9:49p Route 352 Escondido Circulator via Washington Ave. then Grand Ave. 4:00a-9:47p 5:11a-9:34p 5:11a-9:34p BREEZE Corridor Routes Route 301 (101) Oceanside Transit Center-University Town Center 5:05a-10:52p 5:05a-10:52p 5:05a-10:52p Route 304 Encinitas Station-Palomar College via Rancho Santa Fe 4:53a-9:04p 6:55a-9:01p Route 305 Escondido Transit Center-Vista Transit Center via Mission Ave. 4:18a-11:47p 5:17a-11:34p 5:17a-11:34p Route 308 Escondido Transit Center-Solana Beach Station via Del Dios Hwy. 5:03a-9:11p 6:33a-8:18p 6:33a-8:18p Route 309 Encinitas Station-San Luis Rey Transit Center via El Camino 3:59a-10:57p 5:28a-10:57p 5:28a-10:57p Route 315 College SPRINTER Station-Camp Pendleton 4:54a-8:48p 6:58a-9:48p 6:58a-9:48p BREEZE Local Routes Route 313 Oceanside Transit Center-San Luis Transit Center via Mesa 5:42a-7:52p Route 318 Oceanside Transit Center-Vista Transit Center via Oceanside Blvd. 4:34a-7:58p 5:35a-7:54p Route 354 Escondido Transit Center-Orange Glen High School 5:16a-8:23p 8:33a-6:21p 8:33a-6:21p Route 355 Escondido Circulator via Valley Pkwy. then El Norte Pkwy. 6:04a-8:53p 6:35a-7:20p 6:35a-7:20p Route 356 Escondido Circulator via Morning View, El Norte & Escondido Blvd. 5:03a-9:22p 8:03a-5:54p Route 357 Escondido Circulator via El Norte Pkwy. then Valley Pkwy. 6:34a-6:18p 7:35a-8:18p 7:35a-8:18p Route 358 Escondido Circulator via El Norte Pkwy. then N. Broadway 6:03a-8:44p Route 359 Escondido Circulator via N. Broadway then El Norte Pkwy. 5:03a-7:43p BREEZE Local Small Vehicle Routes Route 316 Oceanside Ranch shuttle 5:49a-6:35p Route 323 College SPRINTER Station-Quarry Creek/Plaza Camino Real 5:53a-6:10p Route 325 Carlsbad Village Station-College SPRINTER Station 5:22a-9:07p 7:22a-7:09p

Page 26 of 59 Route 334 Vista Circulator 4:45a-7:52p 5:25a-6:30p Route 335 Vista Circulator 5:45a-5:51p Route 347 Cal State San Marcos-Palomar College 5:20a-7:37p 7:20a-7:12p Route 353 Palomar Downtown Hospital-Nordahl Marketplace via ETC 4:51a-9:18p 6:25a-8:37p 6:25a-8:37p Route 392 Oceanside Transit Center-Naval Hospital via Camp Del Mar 5:35a-6:00p BREEZE Rural Routes Route 306 Vista Transit Center-Fallbrook 5:08a-9:53p 5:13a-8:48p 5:13a-8:48p Route 388 Escondido Transit Center-Pala Casino via Valley Center Rd. 5:04a-10:24p 5:04a-10:24p 5:04a-10:24p Route 389 Escondido Transit Center-Pala Casino via I-15 6:03a-9:43p 6:03a-9:43p 6:03a-9:43p Route 395 (M-Th) Oceanside Transit Center-San Clemente via Camp Pendleton 7:03a-8:17p Route 395 (F, Sa, Su) Oceanside Transit Center-San Clemente via Camp Pendleton 7:03a-2:01a 5:33a-2:01a 5:33a-11:54p BREEZE Commuter Routes Route 311 San Luis Rey Transit Center-Rancho Del Oro SPRINTER Station 5:00a- 6:09p Route 444 Carlsbad COASTER Connection via Faraday and Rutherford AM&PM Peak Route 445 Carlsbad COASTER Connection-Palomar College via AM&PM Peak Route 446 Carlsbad COASTER Connection-Legoland via Paseo Del Norte AM&PM Peak

Page 27 of 59 BREEZE Weekday Customers per Revenue

3 Mile Core Corridor Local Local-Small Rural Commuter Average: 1.7 Average: 1.1 Average: 1.5 Vehicle Average: 0.8 Average: 0.8 High: 2.7 High: 1.7 High: 2.5 Average: 0.8 High: 1.4 High: 1.1 Low: 1.0 Low: 1.0 2.5 Low: 0.6 High: 1.2 Low: 0.2 Low: 0.2 Low: 0.3

1.5

System Average: 1.2 1

0.5

0 2 3 2 0 1 2 1 4 5 8 9 5 3 8 4 5 6 7 8 9 6 3 5 4 5 7 3 2 6 8 9 5 1 4 5 6 0 0 3 5 5 5 0 0 0 0 0 1 1 1 5 5 5 5 5 5 1 2 2 3 3 4 5 9 0 8 8 9 1 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4

e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R

Page 28 of 59 BREEZE Weekday Customers per Revenue 35 Hour Core Corridor Local Local-Small Rural Commuter Average: 22.9 Average: 17.7 Average: 20.1 Vehicle Average: 17.7 Average: 13.0 High: 29.5 High: 24.7 High: 30.3 Average: 10.9 High: 28.3 High: 21.5 30 Low: 15.4 Low: 10.3 Low: 13.6 High: 17.0 Low: 4.8 Low: 4.6 Low: 5.2

20 System Average: 18.4

Page 29 of 59 BREEZE Weekday Net Cost per Customer Local-Small Core Corridor Local Vehicle Rural Commuter $50.00 Average: $4.17 Average: $6.79 Average: $4.62 Average: $10.01 Average: $11.66 Average: $9.10 High: $7.40 High: $13.14 High: $6.88 High: $23.98 High: $49.41 High: $13.20 Low: $2.55 Low: $4.24 Low: $3.01 Low: $7.04 Low: $6.16 Low: $7.08 $45.00

$40.00

$35.00

$30.00

$25.00

$20.00

$15.00

$10.00 System Average: $5.93

$5.00

$0.00 2 3 2 0 1 2 1 4 5 8 9 5 3 8 4 5 6 7 8 9 6 3 5 4 5 7 3 2 6 8 9 5 1 4 5 6 0 0 3 5 5 5 0 0 0 0 0 1 1 1 5 5 5 5 5 5 1 2 2 3 3 4 5 9 0 8 8 9 1 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4

Page 30 of 59 BREEZE Weekday Farebox Recovery

30.0% Local-Small Core Corridor Local Vehicle Rural Commuter Average: 17.9% Average: 11.8% Average: 16.4% Average: 8.3% Average: 7.2% Average: 9.1% High: 26.2% High: 17.6% High: 23.1% High: 11.4% High: 12.8% High: 11.3% Low: 10.9% Low: 6.5% Low: 11.06% Low: 3.6% Low: 1.8% Low: 6.4% 25.0%

20.0%

15.0% System Average: 13.3%

10.0%

5.0%

0.0% 2 3 2 0 1 2 1 4 5 8 9 5 3 8 4 5 6 7 8 9 6 3 5 4 5 7 3 2 6 8 9 5 1 4 5 6 0 0 3 5 5 5 0 0 0 0 0 1 1 1 5 5 5 5 5 5 1 2 2 3 3 4 5 9 0 8 8 9 1 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4

Page 31 of 59 BREEZE Saturday Customers per Revenue Mile

3 Local-Small Core Corridor Local Vehicle Rural Average: 1.6 Average: 0.9 Average: 1.0 Average: 0.7 Average: 0.5 High: 2.1 High: 1.5 High: 2.2 High: 0.9 High: 1.2 Low: 0.7 Low: 0.4 Low: 0.6 Low: 0.5 Low: 0.1 2.5

1.5

System Average: 0.96 1

0.5

0 2 3 2 0 1 2 1 4 5 8 9 5 8 4 5 6 7 5 4 7 3 6 8 9 5 0 0 3 5 5 5 0 0 0 0 0 1 1 5 5 5 5 2 3 4 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

e e e e e e e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R R R R R R R

Page 32 of 59 BREEZE Saturday Customers per Revenue Hour 35 Local-Small Core Corridor Local Vehicle Rural Average: 21.9 Average: 14.5 Average: 15.2 Average: 8.8 Average: 13.3 High: 29.4 High: 24.6 High: 29.78 High: 9.0 High: 25.7 Low: 13.2 Low: 8.2 Low: 10.8 Low: 5.7 Low: 3.7 30

System Average: 15.7 15

0 2 3 2 0 1 2 1 4 5 8 9 5 8 4 5 6 7 5 4 7 3 6 8 9 5 0 0 3 5 5 5 0 0 0 0 0 1 1 5 5 5 5 2 3 4 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

Page 33 of 59 BREEZE Saturday Net Cost per Customer Local-Small Rural Core Corridor Local Vehicle Average: $16.10 $50.00 Average: $4.69 Average: $8.95 Average: $7.05 Average: $11.52 High: $56.35 High: $11.34 High: $22.67 High: $11.68 High: $25.48 Low: $6.04 Low: $3.87 Low: $5.02 Low: $2.49 Low: $7.85 $45.00

$40.00

$35.00

$30.00

$25.00

$20.00

$15.00

$10.00 System Average: $7.91

$5.00

$0.00 2 3 2 0 1 2 1 4 5 8 9 5 8 4 5 6 7 5 4 7 3 6 8 9 5 0 0 3 5 5 5 0 0 0 0 0 1 1 5 5 5 5 2 3 4 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

Page 34 of 59 BREEZE Saturday Farebox Recovery Local-Small 30.0% Core Corridor Local Vehicle Rural Average: 16.2% Average: 9.2% Average: 11.4% Average: 7.3% Average: 5.7% High: 21.0% High: 15.3% High: 26.7% High: 10.4% High: 13.0% Low: 7.4% Low: 3.8% Low: 7.2% Low: 3.4% Low: 1.6%

25.0%

20.0%

15.0%

System Average: 10.3% 10.0%

5.0%

0.0% 2 3 2 0 1 2 1 4 5 8 9 5 8 4 5 6 7 5 4 7 3 6 8 9 5 0 0 3 5 5 5 0 0 0 0 0 1 1 5 5 5 5 2 3 4 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

Page 35 of 59 BREEZE Sunday Customers per Revenue Mile Local-Small Core Local 2.5 Corridor Vehicle Rural Average: 1.5 Average: 0.8 Average: 1.2 Average: 0.5 Average: 0.6 High: 1.7 High: 1.1 High: 1.7 High: 0.5 High: 1.0 Low: 1.2 Low: 0.3 Low: 0.8 Low: 0.5 Low: 0.1

1.5

System Average: 0.94 1

0.5

0 2 3 0 1 2 1 5 8 9 5 4 5 6 7 3 6 8 9 5 0 0 5 5 5 0 0 0 0 1 5 5 5 5 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R

Page 36 of 59 BREEZE Sunday Customers per Revenue Hour 35 Local-Small Core Corridor Local Rural Vehicle Average: 20.6 Average: 12.8 Average: 15.9 Average: 13.7 Average: 6.6 High: 25.5 High: 18.6 High: 22.9 High: 21.4 High: 6.6 Low: 15.4 Low: 5.0 Low: 10.7 Low: 3.9 Low: 6.6 30

System Average: 16.0 15

0 2 3 0 1 2 1 5 8 9 5 4 5 6 7 3 6 8 9 5 0 0 5 5 5 0 0 0 0 1 5 5 5 5 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R

Page 37 of 59 BREEZE Sunday Net Cost per Customer Rural Local-Small Average: $15.37 Corridor Local High: $52.88 $50.00 Core Vehicle Average: $5.12 Average: $8.46 Average: $6.14 Average: $ 17.88 Low: $7.41 High: $7.56 High: $31.40 High: $13.14 High: $17.88 Low: $4.19 Low: $6.30 Low: $3.10 Low: $17.88 $45.00

$40.00

$35.00

$30.00

$25.00

$20.00

$15.00

$10.00 System Average: $7.89

$5.00

$0.00 2 3 0 1 2 1 5 8 9 5 4 5 6 7 3 6 8 9 5 0 0 5 5 5 0 0 0 0 1 5 5 5 5 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R

Page 38 of 59 BREEZE Sunday Farebox Recovery

30.0% Core Corridor Local Local-Small Rural Average: 15.1% Average: 9.7% Average: 12.9% Vehicle Average: 5.6% High: 17.8% High: 12.6% High: 22.6% Average: 4.8% High: 10.9% Low: 10.7% Low: 2.8% Low: 6.5% High: 4.8% Low: 1.7% Low: 4.8%

25.0%

20.0%

15.0%

System Average: 10.3%

10.0%

5.0%

0.0% 2 3 0 1 2 1 5 8 9 5 4 5 6 7 3 6 8 9 5 0 0 5 5 5 0 0 0 0 1 5 5 5 5 5 0 8 8 9 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

e e e e e e e e e e e e e e e e e e e t t t t t t t t t t t t t t t t t t t u u u u u u u u u u u u u u u u u u u o o o o o o o o o o o o o o o o o o o R R R R R R R R R R R R R R R R R R R

Page 39 of 59 COASTER and SPRINTER Quarterly Performance

COASTER and SPRINTER Net Cost per Customer COASTER and SPRINTER Customers per Revenue $14.00 Mile

$12.00 7.0

$10.00 6.0 5.0 $8.00 4.0 $6.00 3.0 $4.00 2.0 $2.00 1.0 $0.00 0.0 Weekday Saturday Sunday Weekday Saturday Sunday

COASTER SPRINTER COASTER SPRINTER

COASTER and SPRINTER Customers per Revenue COASTER and SPRINTER Farebox Recovery Hour 40.0% 250.0 35.0% 30.0% 200.0 25.0% 150.0 20.0%

100.0 15.0% 10.0% 50.0 5.0% 0.0 0.0% Weekday Saturday Sunday Weekday Saturday Sunday

COASTER SPRINTER COASTER SPRINTER

Page 40 of 59 CUSTOMER FEEDBACK

The following graphs are presented to provide a summary of customer feedback received during the preceding fiscal year and preceding quarter (FY 2017, April 1, 2017 – June 31, 2017). The graphs reflect the following informational categories:

• NCTD System Complaints — this graph reflects the total number of complaints received during the reporting period, inclusive of both mode and non -mode related complaints. • BREEZE, LIFT, FLEX, SPRINTER, COASTER Complaints — each individual graph reflects the total complaints received for that respective mode of service. They each include a numerical breakdown of the specific nature of the complaints within that particular mode. • Complaints by BREEZE Route per 100,000 riders, for the top six routes in terms of ridership during the reporting period. • Compliments - this graph details the compliments received system wide during the reporting period. • Compliments by BREEZE Route — this graph provides further detail on BREEZE compliments by route received during the reporting period.

For FY2017, NCTD received a total of 2,188 complaints, an increase of 187 complaints compared to FY2016. Of the total complaints for FY17, 1701 were directly associated with the five modes of transit (BREEZE, LIFT, FLEX, COASTER, and SPRINTER), an increase of 148 complaints as compared to FY16. Of the modes, only BREEZE and SPRINTER had a decrease in total complaints. The increase in complaints year over year can be attributable to service issues with both COASTER and LIFT, which is explained further below.

NCTD received a total of 571 complaints during the 4th quarter of FY17. This is an increase of 50 complaints compared with the 4th quarter of FY 2017. Of the total of the 4th Quarter complaints, 457 were directly associated with the five modes of transit (BREEZE, LIFT, FLEX, COASTER, and SPRINTER), an increase of 52 complaints as compared to the 4th quarter of FY16. The remaining 114 complaints reflect general system issues, such as schedules, facilities, ordinance enforcement, etc. NCTD also received 32 compliments and 160 comments during the 4th quarter of FY17. Below is further detail on the mode- specific complaints.

BREEZE operations generated the most complaints out of the five modes, receiving 259, which is a decrease of 47 complaints compared to the 4th quarter of FY17. BREEZE also received 21 compliments and 28 comments.

Service Related (i.e., late service or vehicle pass by customer) and Operator Related (i.e., perceived rude operator or operator driving performance) reports continue to comprise

Page 41 of 59 the vast majority of complaints, 92.7% of the total for BREEZE. NCTD staff, in coordination with First Transit, has placed increased focus on decreasing Operator Related reports through operator training and reinforcement in order to increase customer service levels. BREEZE complaints continued a downward trend, which began in the 2nd quarter of FY 2017. NCTD staff will continue to place the same focus on BREEZE with our new contractor, MV Transportation, beginning in FY 2018.

LIFT received 82 complaints, a significant increase of 51 over the same quarter of FY16. During the 4th quarter of FY17, our LIFT contractor, First Transit, experienced issues with their phone system, which in turn increased wait times and generated complaints. Further, issues with scheduling and reservations cascaded into issues involving late service. NCTD staff is working with our new contractor, MV Transit, to develop action plans to impact these issues and increase service levels in the long term. The majority of LIFT Operator Related complaints are due to driving performance as reported by civilian drivers and not due to negative interactions with LIFT customers. LIFT also received one (1) compliment and 12 comments.

FLEX received six (6) complaints, an increase of four (4) over the 4th quarter of FY16. These complaints are related to the issues with the late service. These issues, as with LIFT, are being addressed accordingly. FLEX did not receive any compliments and one (1) comment.

SPRINTER received 88 complaints, an increase of five (5) from 4th quarter of FY16. SPRINTER complaints are comprised mostly service related issues and equipment related issues. NCTD continues to work with its rail contractor, Bombardier, to mitigate any service related issues. The equipment issues are isolated in nature and have been addressed. SPRINTER received one (1) compliment and six (6) comments.

COASTER received 41 complaints, a significant increase of 39 COASTER from 4th quarter of FY16. The vast majority of complaints are related to late service, service disruption, and overall service management. This increase is directly attributable to the following factors: mechanical issues, railroad signal issues, and an increase in police activity on the right-of-way. Bombardier has taken substantial steps to mitigate both the mechanical and signal issues going forward. NCTD’s Safety & Security Division continues to work closely with the Rail Division and with law enforcement to ensure that service can be resumed as quickly as possible when police activity does occur. Further, NCTD staff, in conjunction with Bombardier and MV Transit, are actively enhancing service management plans in order to mitigate service disruptions. COASTER received four (4) compliments and 13 comments.

Page 42 of 59 NCTD System Complaints FY 2016 - 4th Quarter (521 total) vs FY 2017 4th Quarter (571 total) 231 250 181 183 200 150 150 100 69 50 56 43 27 50 15 8 10 12 8 4 6 13 5 4 4 4 3 4 2 0

FY 16 FY 17

NCTD System Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter

50.0% 40.5% 40.0% 34.7% 35.1% 26.3% 30.0% 20.0% 12.1% 9.6%9.8% 8.3% 4.7% 10.0% 2.9% 1.5%1.8% 2.3%1.4% 0.8%1.1% 2.5%0.9% 0.8%0.7% 0.8%0.0% 0.8%0.0% 0.0%

FY16 FY17

Page 43 of 59 NCTD System Complaints FY 2016 (2001 total) vs FY 2017 (2188 total)

1000 782848 800 638570 600 400 219 215 147 133 130135 200 51 49 25 47 41 44 20 34 9 15 8 5 6 4 11 3 0

FY16 FY17

NCTD System Complaints - Percent to Total FY 2016 vs FY 2017

50.0% 39.1%38.8% 40.0% 31.9% 26.1% 30.0% 20.0% 7.3%10.0% 6.6%9.8% 6.5%6.2% 10.0% 2.5%2.2% 1.2%2.1% 2.0%2.0% 1.0%1.6% 0.4%0.7% 0.4%0.2% 0.3%0.2% 0.5%0.1% 0.0%

FY16 FY17

Page 44 of 59 BREEZE Complaints FY 2016 - 4th Quarter (306 total) vs FY 2017 4th Quarter (259 total) 200 165 150 129 125 115 100

50 3 5 1 4 2 4 4 3 1 2 0 1 1 0 0 Operator Related Service Related Title VI Equipment Other ADA Accident / Injury Passenger Fare Issues / Related Citations FY16 FY17

BREEZE Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter 60.0% 53.9% 48.3% 50.0% 42.2%44.4% 40.0% 30.0% 20.0% 10.0% 1.0%1.9% 0.3%1.5% 0.7%1.5% 1.3%1.2% 0.3%0.8% 0.0%0.4% 0.3%0.0% 0.0% Operator Related Service Related Title VI Equipment Other ADA Accident / Injury Passenger Fare Issues / Related Citations FY16 FY17

Page 45 of 59 BREEZE Complaints FY 2016 (1231 total) vs FY 2017 (1139 total) 700 587 562 570 600 487 500 400 300 200 100 25 19 6 10 8 14 14 14 10 20 6 13 5 0 0 Service Related Operator Related ADA Equipment Other Passenger Accident / Injury Title VI Fare Issues / Related Citations FY16 FY17

BREEZE Complaints - Percent to Total FY 2016 vs FY 2017 60.0% 47.7%49.3% 46.3% 50.0% 42.8% 40.0% 30.0% 20.0% 10.0% 2.0%1.7% 0.5%0.9% 0.6%1.2% 1.1%1.2% 0.8%1.8% 0.5%1.1% 0.4%0.0% 0.0% Service Related Operator Related ADA Equipment Other Passenger Accident / Injury Title VI Fare Issues / Related Citations FY16 FY17

Page 46 of 59 Complaints by BREEZE Route - per 100,000 riders FY 2016 - 4th Quarter vs FY 2017 4th Quarter 25 23.2 20.8 20 17.4

15 12.8 13 13 11.5 10.4 10.3 9.5 10 7.5 6.6 5

0 Route 309 Route 101 Route 302 Route 303 Route 305 Route 350 FY16 FY17

Complaints by BREEZE Route - per 100,000 riders FY 2016 vs FY 2017 35.0 28.029.7 28.5 30.0 25.8 23.7 24.3 23.7 23.6 25.0 21.3 19.720.8 17.5 18.4 20.0 16.0 17.0 15.3 16.8 16.3 15.4 13.1 13.1 12.9 13.7 15.0 10.9 12.3 12.5 11.6 12.4 9.7 9.8 8.6 10.2 9.1 9.1 10.0 7.4 5.7 5.0 0.0 Route Route Route Route Route Route Route Route Route Route Route Route Route Route Route Route Route Route 356 308 325 309 304 318 332 101 315 351 302 352 388 306 303 354 305 350 FY16 FY17

Page 47 of 59 COASTER Complaints FY 2016 - 4th Quarter (49 total) vs FY 2017 - 4th Quarter (88 total)

60 52 50 40 30 19 18 20 20 15 10 5 4 2 0 1 1 0 0 Service Related Other Equipment Operator Related Safety ADA FY16 FY17

COASTER Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter 70.0% 59.1% 60.0% 50.0% 38.8% 40.8% 40.0%

30.0% 20.5% 17.0% 20.0% 10.2% 8.2% 10.0% 2.3% 0.0% 1.1% 2.0% 0.0% 0.0% Service Related Other Equipment Operator Related Safety ADA FY16 FY17

Page 48 of 59 COASTER Complaints FY 2016 (119 total) vs FY 2017 (208 total) 100 82 80 59 60 50 40 40 40

20 10 11 14 5 9 2 3 0 1 1 0 0 Service Related Equipment Other Operator Related ADA Accident/Injury Safety Passenger Related FY16 FY17

COASTER Complaints - Percent to Total FY 2016 vs FY 2017 50.0% 42.0% 39.4% 40.0% 33.6% 28.4% 30.0% 19.2% 20.0% 9.2% 8.4% 6.7% 10.0% 4.2% 4.3% 1.7% 1.4% 0.0% 0.5% 0.8% 0.0% 0.0% Service Related Equipment Other Operator Related ADA Accident/Injury Safety Passenger Related FY16 FY17

Page 49 of 59 SPRINTER Complaints FY 2016 - 4th Quarter (17 total) vs FY 2017 - 4th Quarter (22 total) 10 9 8 8 7 6 6

4 3 2 2 1 1 1 1 0 0 0 Service Related Equipment Operator Related Accident / Injury ADA Other FY16 FY17

SPRINTER Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter 50.0% 47.1% 40.9% 40.0% 35.3% 31.8% 30.0%

20.0% 11.8% 13.6% 10.0% 4.5% 4.5% 5.9% 4.5% 0.0% 0.0% 0.0% Service Related Equipment Operator Related Accident / Injury ADA Other FY16 FY17

Page 50 of 59 SPRINTER Complaints FY 2016 (75 total) vs FY 2017 (70 total) 40 37 35 31 29 30 25 19 20 15 9 10 6 7 3 2 5 0 0 1 0 1 0 Equipment Service Related Operator Related Other Accident/Injury Passenger Related ADA FY16 FY17

SPRINTER Complaints - Percent to Total FY 2016 vs FY 2017 60.0% 49.3% 50.0% 44.3% 38.7% 40.0% 27.1% 30.0%

20.0% 12.9% 8.0% 10.0% 10.0% 4.0% 2.9% 0.0% 0.0% 1.4% 0.0% 1.4% 0.0% Equipment Service Related Operator Related Other Accident/Injury Passenger Related ADA FY16 FY17

Page 51 of 59 LIFT Complaints FY 2016 - 4th Quarter (31 total) vs FY 2017 - 4th Quarter (82 total) 35 29 30 28 25 20 15 16 15 9 10 8 4 5 3 0 1 0 Reservationist/Dispatch Service Related Operator Related Other Passenger Related FY16 FY17

LIFT Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter 60.0% 48.4% 50.0% 40.0% 35.4% 34.1% 29.0% 30.0% 19.5% 20.0% 12.9% 9.7% 9.8% 10.0% 0.0% 1.2% 0.0% Reservationist/Dispatch Service Related Operator Related Other Passenger Related FY16 FY17

Page 52 of 59 LIFT Complaints FY 2016 (189 total) vs FY 2017 (253 total)

120 98 100 76 73 80 51 60 40 35 40 29 26 20 1 3 7 1 1 1 0

FY16 FY17

LIFT Complaints - Percent to Total FY 2016 vs FY 2017

50.0% 40.2% 38.7% 40.0% 28.9% 30.0% 21.2% 20.2% 18.5% 15.3% 20.0% 10.3% 10.0% 0.5% 1.2% 3.7% 0.4% 0.5% 0.4% 0.0%

FY16 FY17

Page 53 of 59 FLEX Complaints FY 2016 - 4th Quarter (2 total) vs FY 2017 - 4th Quarter (6 total) 3.5 3 3 2.5 2 2 2 1.5 1 1 0.5 0 0 0 Service Related Other Operator Related FY16 FY17

FLEX Complaints - Percent to Total FY 2016 - 4th Quarter vs FY 2017 4th Quarter 120% 100% 100% 80% 60% 50% 40% 33% 17% 20% 0% 0% 0% Service Related Other Operator Related FY16 FY17

Page 54 of 59 FLEX Complaints FY 2016 (14 total) vs FY 2017 (31 total) 14 13 12 10 8 7 6 6 6 4 4 3 3 2 2 1 0 0 Service Related Operator Related Other Reservationist ADA FY16 FY17

FLEX Complaints - Percent to Total FY 2016 vs FY 2017 60% 50% 50% 42% 40% 30% 21% 19% 21% 19% 20% 13% 7% 10% 6% 0% 0% Service Related Operator Related Other Reservationist ADA FY16 FY17

Page 55 of 59 Compliments FY 2016 - 4th Quarter (60 total) vs FY 2017 - 4th Quarter (32 total)

50 44 40

30 21 20 8 10 4 4 5 1 1 0 1 2 1 0 BREEZE COASTER Customer Service LIFT SPRINTER Tranist Enforcement FY16 FY17

8 Compliments by7 BREEZE Route 7 FY 2016 - 4th Quarter vs FY 2017 - 4th Quarter 6 5 5 5 4 4 4 4 3 3 3 3 3 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 0 0 Route Route General Route Route Route Route Route RouteFY16Route FY17Route Route Route Route Route Route Route Route Route 101 309 302 303 332 306 315 323 325 388 308 304 318 335 351 352 356 389

Page 56 of 59 Compliments FY 2016 (247 total) vs FY 2017 (170 total)

160 137 140 120 100 100 80 60 37 33 40 25 25 14 13 9 20 1 7 4 2 3 1 3 1 1 1 0 0 BREEZE Customer LIFT COASTER General Transit Planning SPRINTER Facilities FLEX Service Enforcement FY16 FY17

Compliments by BREEZE Route FY 2016 vs FY 2017

20 18 17 15 13 13 13 1112 109 10 8 8 7 7 6 4 4 4 4 4 4 4 4 5 5 2 2 22 23 2 2 22 2 2 3 2 2 2 3 1 1 1 1 1 1 11 10 1 01 0 0 0 0

FY16 FY17

Page 57 of 59 FARE COLLECTION SYSTEM

Customer Revenue and Farebox Recovery

Farebox recovery decreased for every NCTD transit mode, with the exception of SPRINTER, which had an increase of 57.9%. The sharp increase of SPRINTER farebox recovery during FY17 Q4 can be attributed to the increase in SPRINTER ridership by college students, who recently received additional subsidies for student passes, giving students additional incentive to ride SPRINTER to campus. Farebox recovery decreased for all modes during FY17 (twelve months), with a system farebox recovery of 15.0%.

Table 23: Farebox revcovery for system and by mode.

Quarterly Performance Year to Date Performance FY16 FY17 Goal Variance Goal FY16 FY17 Variance Q4 Q4 System >20% 21.4% 18.1% -15.4% >20% 20.7% 17.6% -15.0% BREEZE >20% 18.2% 12.9% -29.1% >20% 16.4% 13.2% -20.0% COASTER >20% 37.8% 36.8% -2.7% >20% 41.1% 35.2% -14.4% SPRINTER >20% 16.4% 25.9% 57.9% >20% 18.3% 17.2% -6.0% LIFT >10% 9.8% 9.4% -4.1% >10% 9.2% 8.3% -9.8% FLEX >10% 10.1% -1.2% -111.9% >10% 10.4% 7.6% -26.92

SPRINTER Farebox Recovery 30.0%

25.0%

20.0%

15.0%

10.0%

5.0%

0.0% FY16 Q4 FY17 Q4 FY16 FY17

Page 58 of 59 NCTD tracks performance related to the Fare Collection System, including Ticket Vending Machines (TVMs) and Rail Side Validators (RSVs) at all NCTD platforms. Each device is able to send an error message via Simple Network Management Protocol (SNMP) that is received by an internal data collection server. Service tickets are automatically submitted, and reports are generated based on the length of the error event, and a percentage of uptime is calculated during operating hours.

Using this information, NCTD has developed a dashboard to show various statistics for the fare collection system.

Since this is a newly developed monitoring system, we will only be providing 2017 Q4 statistics.

FY17 Quarter 4 Statistics

TVM Availability to the Customer

This metric was designed to show the availability to the NCTD customer, taking in to account any issues that would prevent them from purchasing NCTD service.

Minutes ticket vending machines were not operational by incident type reported during FY17 Quarter 4.

Page 59 of 59